I am writing to express how angry and shaken we are by our recent one-way U-Haul rental from Birmingham, AL, to Charlotte, NC. One month in advance, I reserved a 15-foot truck for pickup at U-Haul Moving & Storage of Mountain Brook in Birmingham on 6/13 at 10:00 a.m. While we were already driving from Charlotte to Birmingham on 6/12, I received a text stating that the truck would instead be available at Bama Grocery Store in Alpine, AL, nearly 55 minutes out of our way. This was not the U-Haul center I selected, and the replacement location was completely unacceptable for a vehicle rental. When we arrived, the situation felt immediately unsafe. Several people approached us while we were trying to complete the rental, our car was blocked in, and my wife and daughter were terrified. We genuinely feared for our safety and felt trapped in a situation that could have escalated quickly. It was one of the most frightening customer experiences we have ever had, and it is unacceptable that U-Haul directed my family to a location where we felt so vulnerable. To make matters worse, I was charged for the extra mileage required to reach a pickup location I never chose, and the two dozen furniture pads I paid for were not included in the truck. A guaranteed truck at the selected location, or an equal or larger substitute, should be a basic expectation. This experience was not merely disappointing; it was terrifying, upsetting, and completely unacceptable. I do not plan to rent from U-Haul again.
William K
Bama Grocery Store
(U-Haul Neighborhood Dealer)
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