This was one of the worst customer service experiences of my life. I made the reservation online and opted to check in at the counter. My husband dropped me off at the location (a gas station) and left to run an errand 40 minutes away. I completed the online check in, but the person working at the location told me that she could not give me the keys without a 4 digit code that I could only get from mobile check in. I didn't choose mobile check in, but evidently that was the only acceptable option. The website should not let you select "check in at the counter" if it's not an option! There was no way to change my check-in method on the website, so the employee then told me that I had to call the 1-800 number to get it fixed. I spent OVER AN HOUR on hold, outside at a gas station with 10 % left on my phone battery, waiting for a customer service representative. When I finally got a representative on the line, they told me that I should have gotten an email with the code. I waited another 5 minutes on hold while they transferred me to customer service (who was I waiting for for over an hour if not customer service??). The next representative was able to send the email with the link/code that was apparently ESSENTIAL to giving me the keys. When I showed the code to the employee, 90 MINUTES after I initially arrived to pick up the vehicle, it seemed that this code was meant to distinguish between the keys to the 3 vehicles at this location. 3 vehicles, only one of which was the type of vehicle I had reserved. The best part: the code didn't even match the number on the key!! By the time I left with the vehicle, it was almost 2 HOURS after my reservation was scheduled to begin, all so I could provide a 4-digit code that, in the end, meant absolutely NOTHING. I will never, EVER use U-Haul again. I should not have had to pay for that rental, but conveniently, the customer service representative told me there was no way to offer a discount in advance of the rental period. Again, what a convenient way for u-haul to avoid making things right with their customers. Again, I will NEVER use U-Haul again after they wasted 2 hours of my life for absolutely no reason.Amanda O.
Moving Truck Rental in Federal Way, WA at Military Road Mobil
(Concessionnaire U-Haul dans le voisinage)
One-Way and In-Town Local Rentals in Federal Way, WA 98001
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Even though I was standing next to my rental van, the on-line checkout would not recognize my location. When I moved away from the van, e-checkout okayed my position, but when I had to take pictures of the van, e-checkout claimed I wasn't at the proper location and bounced me out of the process.William L.
Use Uhaul store to rent a pick uo a really bad experience. 1 hour to pick uo the van and 1h to return it! awful!EL HADJI MALICK N.
Got charged a after hours fee I didn't think was fairPATRICIA Y.
We were going to drop off at a location in lakewood close to where we needed the uhaul. Though we got a call asking if we could drop off at a different location 30 minutes away from our original location and we will get an extra day and 30 miles extra no charge. We didn't need an extra day, it was more of an inconvenience and the 30 extra miles was just to give the uhaul to the location where the uhaul wanted at. It was an extreme inconvenience for us, costed us extra in gas, extra in our time, and overall an unpleasant experience. We will never drive extra to deliver a uhaul again. Also since we did all this we returned with same amount of gas as we had it, but the employee tried to get us to add more gas than we needed to. Would not stop asking us until we told the employee we have video and picture proof of the whole vehicle and gas gauge before we touched the truck. Very unhappy, very irritated, very inconvenienced. Would never recommend again to deliver a uhaul.Forrest F.
Get rid of remote drop off cause calling the uhaul number to get help they will hang up on you and they don't give you enough picture space to get all the truck inMichelle S.
Call or email me. I was supposed to receive a call within 48 hours to express my concerns, and I have not. Horrible communication, horrible customer service!Jenna G.
was hit with extra charges not rite? i went above and beyond to make sure this never happen?i went to car wash and cleaned outa my pocket not ri mention wasted 2 hours outa my life to get the vans proper key location?delivered before alotted time conpletely full on gas and the extra charges ? !! ill never recommend u haul and will spread this knowledge of miss treatment worst rental ever? travis mabey rino constructionTravis M.
Your review system is not valid. You name the locations where you pick up and drop off which are fine and not part of the problem. The problem is your scheduling department. They suck at their jobs. The end of story. I reserved and pre paid for a truck a week before I needed it. I was told someone would call me by Friday 6pm. On Friday by 7pm still no call so I called the 1800 number. Spoke with someone after being on hold forever and was told go here and pick up your truck Saturday morning, I wanted to start early so had opted for a 7am mobile pickup. Next day go to get truck at the location they sent me to which was a drive and not my desired location and you guessed it....No truck. Call 1800 number again, sit on hold forever and explain situation and get hung up on. Call 1800 number, sit on hold forever and finally get someone with half a brain. She finally finds me a truck which is another 30 minute drive away. I'm mad but need a truck so I say okay. I finally get the truck and complete my move. Somehow they changed my drop off location from the original requested drop off to another main store drop point in the next town over. Here is the kicker. I dropped the truck off early Sunday morning at the requested drop point by mobile drop off/no contact. Sunday while Im headed back to my home I get an email saying don't forget to drop your truck off at the changed location or you might get charged a fee. After I had already dropped the truck and keys at the original requested location. Call 1800 number, sit on hold forever and get hung up on. Call 1800 number, sit on hold forever and get told I can't help you and you need to call a different number. I tell him I'm driving and can you just transfer me. He response was â€œno I can't. you need to call them.â€ Then hangs up on me. I didn't get the number cause I'm driving and now I'm really mad. I finally get home and call 1800 number for the last time. I seriously told myself if this time it doesn't get handled I was just going to dispute every charge from you guys. So I call and sit on hold forever. Talk to another guy and tell him the whole story. In under 10 minutes this guy gets the drop off location switched back to the correct one and issues me a $50 credit per your truck guarantee. He was helpful and good at his job. The entire experience though was a G O A T R O P E. I will never use UHaul again.Steve C.
The lady at gas station is so rude!!! Not helpful at all. She is not even wane give me the key. Keep telling me that no key available for the truck I was reserved. When the customer service called her and ask her to give me the key, she just throw it at cashier balcony. Rude and she said â€œ she is not sure that I am the right person or not. Don't know what she is applying!!!Yoseph T.
Overall good experience but I was charged a fuel charge even though I filled it back to where it was.sean R.
Attendant had no knowledge of UHaul. Didn't have hand truck as orderedJeffrey P.
U-haul sends an email to confirm your reservation and the email has three steps. The first one is a link to a site where you can pick up your vehicle. DO NOT USE IT. Instead, go use the U-haul app instead. The app is definitely not user friendly. Sometimes we had to select an option and the app would not register our selection. We had to keep trying over and over again until our selection would register. We also had a problem with trying to upload a photo to document to U-haul that there was damage to the truck that was not shown in their photo. The photo would not upload so we had to call U-Haul's customer service. The first time we got cut off after about 10 minutes of conversation. The second customer service person was very capable and she documented the damage in their system and told us we had to "accept" the incorrect photo so that we could continue on with getting our truck. Then, the app did not provide the correct information about the location of the keys. It was inside with the gas station attendant. We had been working with the app and customer service for about 50 minutes and the attendant never came out to tell us he had the key. It's possible he doesn't even know what the app says. All in all, it took an hour for us to get the vehicle. Fortunately, the check in process using the app went very smoothly. When I reserved the truck, I had a strange experience with the website. I was reserving a truck in Federal Way for 24 hours. I got back a confirmation that I could pick it up in Auburn (not close to Federal Way) and that it was reserved for 4 hours. I then set-up my U-haul account and it said I had a truck in Federal Way for 6 hours. I called Customer Service and they changed it to 24 hours. The one bright spot about this whole experience is that the Customer Service people have extended service hours and they are good at providing help over the phone. They are also very courteous.Lonnie C.
Not a thing!PATRICIA G.
I was charged for a furniture dolly that I did not use.Tabitha B.
To much unknown feesalex M.
Make it clear at the time of rental that the location is not a regular uhaul store. The process was to rent was not clear nor stated. It time consuming and annoying. We will never use this location again. Also, we put in $5 in gas which we did not get credit for. There was no information about buying gas or automatically being charged for it. The entire rental experience was negative.Terisa J.
Please next time charge someone immediately. I thought i had paid all only to get more charges I dont know whyStallone M.
The operator at this location is a complete crook. I was wrongfully overcharged for bogus charges for fuel after returning the truck. I called customer service and provided photographic evidence of the time, location, and the amount of fuel upon return. The customer service agent completely agreed with me that the fuel level was indeed at the same level as when I picked up the truck yet the owner of the location charged my credit card over $86 dollars in bogus charges. Upon investigation by the customer service department I was given a refund, but the fact remains; the owner of this location is a crook and is running a scam. He should have his franchise revoked! Read the other reviews concerning this location and do yourself a favor and avoid this location at all costs!Marcus C.
Your app absolutely sucks. The website worked fine.Carson B.
Arrived at location late, told i couldn't pickup because of it, get things changed and go to pick up. In the end the location rep had the keys the whole time but he had tools me he didn't. Need to have better communication between uhaul and pickup locations when they aren't a uhaul facility.DAVID C.
I got charged for $20 extra saying after hours charges Even though I returned Truck in given time frame.AJIT M.
So my name is Rashaun Mccray. My phone num is 253-457-0661. It's been nothing but issues since 9/27 I reserved a truck then come the 9/28 the truck wasn't there. I have to wait half the day to get a truck. I was promised 30 miles for free it wasn't added. In fact I was charged extra for the truck and it was only used a few hours. I was lied to over and over. I would like a refund for the extra miles I was charged as promised. I did an online deal where I could pick up in one place and drop it off to where it was needed.Rashaun M.
Horrible experience with the mobile check in and out and the store personnelGail F.