I have quite a few issues. I will start with saying that picking up the truck was easy even though there was nobody at the location and I did it on my cell phone. The only issue is the only issue how you had to set up precise location on your phone which could have easily been stated in the rental instructions. I had location services on but it was trying to show me a quarter mile down the road. If you do not go to your internet browser and make sure that U-Haul is allowed in location services, go to your apps and make sure that your web browser has location services set to precise location. I had to talk to two customer service rental people just to figure that out and that's the first time I've ever had to do that. The website kept telling me that I was not at the right location and you are not allowed to make a rental until it shows you at the right location through your phones GPS. This is for after hours pick up however. Once I did get that part straightened out, the rest was a breeze. I literally inspected the vehicle, took a picture of the odometer and gas, and once I greet everything was good they gave me a combination code (which went to a combination lock on the back of the truck) and the keys were right there for the truck. Now for the issues. Firstly after viewing my contract I realize they had added safe cover insurance. I never asked for it. I use my own insurance for my vehicle and always have. I called customer service and was transferred to someone else who then gave me two phone numbers and told me to call after my rental. I then noticed that the rental was due at 4:00 a.m. and not p.m. as I thought it had stated. I picked up the vehicle at 9:00 p.m. U-Haul has always stated that it doesn't matter what you put on the rental as long as you have it back within 24 hours after renting it. Well evidently that has changed. And I assure you I was not confused about this as I have rented many. I have driven them across the US. So I guess they were expecting me to return it in less than 12 hours. In 7 hours at that. I don't know about anybody who may be reading this, but have any of you ever managed to move an entire house in 7 hours? Not only that but at 9:00 at night having been your pickup time. When I called to tell the discrepancy I was then told I would be charged another $30 for an extension. I said are you serious? I then stated what I had just stated here how there's no way we're moving a house in 7 hours. How I had requested to have it till 3:00 p.m. the next day. I did that knowing that I would be able to return it all the way up until 9:00 p.m. as that was the policy which obviously isn't anymore. So after I had given my card number and was offered two different phone numbers to call back for all my discrepancies, I was then transferred to another agent. This agent told me not to worry about anything that everything was fine and that I could call back after my rental is over and they would adjust everything. Nope. As I am busting my hump to get everything moved for a friend of mine, I get a message stating that my U-Haul is overdue and that it was too back at 4:00 a.m. mind you this is 10:00 a.m. . My extension is nowhere to be seen. I call again. This is the third call the customer service now but I'd actually already spoken to four employees. I made sure to speak to a manager. The manager then told me that there's no record of me calling or ever requesting a longer time. No record of me providing payment and that it was overdue. Also stated that I had to have chosen safecover insurance which I did not. Basically argued with me until I got upset and I was finally given the extension that I had already been promised the day prior. I finally get the thing loaded and unloaded, went and added gas to the tank where it was supposed to be. I then proceeded to drive a mile away to the drop off location and the transmission starts slipping. I had to pull over several times and turn the car off and on just to get a little further down the road. Not sure why this helped I am very mechanically inclined and cannot give you one good reason why stopping the vehicle would help the transmission stop slipping but it seemed to. Anyways after everything's said and done I get my receipt and of course that safe cover is still on there and I am overcharged by $15 because of it and I have not yet received my refund. I gave them $100 hold which I know as a business owner myself can be reversed for the difference immediately. So I mean a fifth phone call asking why it's not refunded and was told it will take 3 to 5 business days. I was also told that the safe cover insurance has been disputed and that I will be getting a call from a supervisor in 3 days meaning that I'll get the refund for that in 3 to 5 days after that. I'm sorry but this is terrible business. I have always been pro U-Haul and only use them for rental services even though there's several companies out there. In fact I used to work as a mechanic for U-Haul. Biggest problem is I did not make you wait for payment on the item why am I being forced to wait for my refund? I'm just beside myself because when I used U-Haul in the past the refunds were immediate as well. I hadn't even left a lot the last time and it was refunded to my account. I should never have to speak to five customer service agents (soon to be six) for a simple one day rental. I recommend your website gets a clean scrubbing and some repairs are made. These days I own an IT company that is my business by trade and my specialty. The websites terrible. The policies are terrible. And customer service doesn't seem to actually care about anything. Because if they did all of this would have been avoided. I will be questioning my choice of rental next time I need a moving truck.
John W.
Family 1st Transportation
(U-Haul Neighborhood Dealer)
Services dans cet établissement :
One-Way and In-Town® Rentals in Tempe, AZ 85283
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I do NOT recommend this location. No human being on site. Could not get padlock off truck latch easily. It took 15 minutes and a prayer to get off. I only had two hours for this rental. Finally opened after calling a friend for help. I was on a time crunch. Only had 1/3 tank of gas in truck.Ordered a truck with appliance dolly. No dolly in truck. Because no office on site exists, had to call 800 number. Already wasted 45 minutes. Could not use app to begin pick up process because phone overheated and so did I. Hot august Arizona day. They found a dolly, but had to go out of the way to pick up at another location. I asked to be reimbursed or credited. They reimbursed the $10 dolly fee. It did not cover the gas to go to the other side of town to get dolly. My two hours were up and I had to get back to work and they still charged me for gas, even though the 800 uhaul agent said they would not. Save your time and money and go somewhere else. Very disappointed by uhaul. I thought they were better than this.
Joel B.Self service was ok experience, was difficult at first.
PHONGPHANH C.