Subject: Unacceptable Rental Experience – Request for Resolution I had a very frustrating and time-consuming experience with my recent truck rental. After arriving at the location, it took over 2 hours just to receive the truck. The app instructed me to go inside and speak with the attendant to get the keys, but the store clerk insisted I needed a PIN for the drop box. The app never provided a PIN, which led to a back-and-forth situation with conflicting instructions from both the app and the clerk. The issue was only resolved after I put a customer service agent on speaker with the clerk—at which point, I was suddenly told I didn’t need a PIN and the keys were behind the counter the entire time. Once that was sorted, the situation got worse. The assigned truck was blocked in by other vehicles, and the owners were not present. This caused further delays while we had to switch trucks, adding even more time before I could finally leave. After completing my rental, I returned the truck to the original location, only to be told by the clerk that I needed to take it to a different location because their lot was full. This was completely unreasonable, as my personal vehicle was parked nearby. Taking the truck elsewhere would have forced me to walk miles back. When I asked for assistance (even just a ride back), I was told to “Uber” and that it was not their problem. Thankfully, when I contacted customer service again, they were helpful and confirmed that I could leave the truck at the original location. Overall, this experience was disorganized, time-wasting, and lacked basic customer support at the store level. What should have been a simple pickup turned into a multi-hour ordeal. I would appreciate: * A partial refund or credit for the inconvenience and lost time * Follow-up on this location’s procedures to prevent this from happening to others. I was told that someone from U-Haul management would be reaching out to me but that has yet to happen as of 4/28/26. I rented the truck 2 days ago 4/26/28
BRIAN G
Rome Food Mart
(U-Haul Neighborhood Dealer)
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Comment U-Haul Fonctionnement des avisThe person that is supose to .maintain the uhauls cldnt even move the other uhaul that was blocking the one we rented- he had us move it wich i told that to Courtney at main ofc in tampa & then back of uhaul was open & stunk like piss & was very nasty- most horrible experience i ever had. & the dolly we rented there wasnt one in truck.
Brenda MThe store where the truck was located was full of mosquitoes as well as in the truck. Someone sleeping at the back of the store where the truck was. Maybe a homeless person.
Paul D