I wasn’t aware when I reserved the truck, that I needed to get the keys via an app. I started accessing the app and was having a problem, I called customer service and the guy sent me a video but did not want to stay on the line cause he had other customers needing assistance. The convenience store person was no help. Just told me she has nothing to do with U-Haul and told me where the lock box was. I tried the app again and again had an issue. I called back and got another person who was so helpful, she stayed on the line as I filled the prompts to take pictures, then I open the back of the truck and the rental dolly was not there. She say I would get a credit. Then, as we started driving the truck, the engine light came on and a message stating the engine is overheating, idle the engine. Luckily, our pick up with only 13 min away so I managed to get there. Calling service was ok, originally was told a 2 hr wait for a tow truck but they came in about 45min. Then he couldn’t tow it, just assessed and it needed to be towed. Called back and now needed a another truck. Finally found one a half hour away. So much time was wasted that I needed to do the job I rented the truck for. The maintenance person should be held accountable and trucks should be serviced and checked routinely so this doesn’t happen to someone else. Also, when reserving the truck, you get a phone call as well as email. Communicate that downloading the app is crucial to get the keys from the lock box. Sad that I couldn’t pick up from a brick and mortar U-Haul. Drop off was great, no issues and smooth.
Robin S
Robins Convenience Store
(U-Haul Neighborhood Dealer)
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Locations aller simple et locale® à Lakewood, NJ 08701
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Comment U-Haul Fonctionnement des avisThe pick up process is extremely complicated and time consuming.
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