I had a very disappointing experience with both U-Haul’s national customer service and the local pickup location. When I arrived to pick up the equipment, the location opened late, and there was little concern about checking whether the trailer was properly connected and safely equipped for my vehicle. I was actually allowed to drive away without the necessary electrical connection for the trailer’s taillights. The pickup location keeps essentially no towing inventory, so I could not purchase a hitch ball or the correct electrical connector there. The situation was made even more frustrating by the information I received from the U-Haul representative when arranging the rental. I was sent to a pickup location considerably farther away because I was specifically told that U-Haul locations approximately 10 miles closer to my actual pickup destination did not have the equipment I needed. That information turned out to be inaccurate. Because I was missing the electrical connector, I ultimately had to visit two additional U-Haul locations near my pickup destination, and I personally saw five or more appropriate rental units sitting at those locations. In contrast, the location U-Haul sent me to had only a single unit available. What should have been a straightforward rental turned into a significant waste of time, additional driving, and unnecessary frustration because of inaccurate information from U-Haul and the failure of the pickup location to stock even basic towing accessories. Overall, this was poor service at multiple levels—from the national U-Haul representative who directed me to an unnecessarily distant location based on incorrect information, to the local pickup location that opened late and carried none of the basic towing accessories I needed. I was also disappointed by the response from the owner of the pickup location when I tried to determine whether the only electrical connector he had would be compatible with my vehicle. Rather than simply helping me check the compatibility, he became visibly frustrated and gave me a lengthy explanation about company policy prohibiting merchandise from being removed from the store before purchase. I had no problem with that policy; I simply needed assistance determining whether the connector would work before purchasing it. As I later discovered at another U-Haul location, checking compatibility was actually quite simple. There was no reason for what should have been a routine customer-service interaction to become confrontational or for frustration to be directed toward either customers or employees. A much better response would have been simply to help determine whether the connector was compatible with my vehicle. For a company whose core business includes trailer rentals, I expected considerably better attention to basic equipment, customer service, and towing safety.
John C
Brite Lumber & Home Center
(U-Haul Neighborhood Dealer)
Services dans cet établissement :
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Comment U-Haul Fonctionnement des avisRental process was easy, equipment clean and in good running condition.
Thomas SEverybody was courteous and helpful
MICHAEL PGreat experience as always
Jamie SThis location was very easy and convenient. The cashier was very nice! U-haul however has overcharged me for the second time with unexplained fees, taxes, and rate changes after agreeing to a certain price. I am still waiting for a refund or at least a call back.
MONICA S