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November 2024 by Auto Executive
U-Haul Rentals – A Lesson in Corporate Greed and 'Customer Service.
If you’re looking for a truck rental experience that’s as entertaining as it is infuriating, U-Haul Rentals has got you covered. I recently needed a truck for a move, so naturally, I did my research, checked reviews, and even bypassed two or three other U-Haul locations, opting for the one with the “coveted” 5-star rating. Surely, with such glowing reviews, this location would be the gold standard, right? Spoiler alert: wrong.
It started with a classic bait-and-switch: the size I needed was mysteriously unavailable despite the website’s claim to the contrary. So, I “upgraded” to a larger (and more expensive) truck. Then came the insurance conversation, or rather, the insurance ultimatum. I let them know my insurance would cover any potential mishaps, but here’s where the corporate scare tactics kicked in. I was informed that without U-Haul’s extra insurance, any damage would lead to an immediate charge to my credit card, complete with an itemized “menu” of repair costs – clearly designed to push you into compliance. Feeling boxed in, I went ahead with their insurance, even though I knew I didn't need it. Well played, U-Haul corporate.
With keys in hand, I was directed to a truck parked – conveniently – down the street in another business’s lot. After finding it, I quickly realized this truck was no gem. It barely moved without me pressing the gas repeatedly, and once on the road, it seemed to be dragging. So, I returned to voice my concerns. The staff member decided to give me a “lesson” on how to drive it, complete with an aggressive floor-to-the-pedal demonstration that made the engine roar like a race car. He assured me this was “normal.” Now, after 40+ years in the automotive industry, I know “normal” when I see it, but it was either take the truck or find myself stranded.
So, I soldiered on, and U-Haul delivered another surprise – 8 miles to the gallon. Yes, this thing was a bona fide gas guzzler. But the fun wasn’t over yet. When I went to return it, I parked right outside the U-Haul driveway, expecting a simple drop-off. An older lady at the counter asked me to park it back in the lot down the street and refused to provide a final bill. When I requested some written confirmation, she assured me I could “trust” their process – the truck would be checked over, and I’d receive an email later. Trust? Let’s just say the irony was not lost on me.
After some back and forth, she begrudgingly took note of the mileage and fuel level on a scrap of paper, but still, no final paperwork. Apparently, I was just supposed to leave the truck and hope for the best. So, I complied, knowing full well that my “final” bill would likely contain surprises – and it did. A couple of days later, an inflated invoice showed up in my inbox. At that point, I’d lost the energy to argue. Chalk it up to experience.
Long story short, if you’re looking to rent from U-Haul, brace yourself for the corporate tactics – scare-driven insurance upsells, gas-guzzling trucks, and a “trust us” approach to billing. For anyone expecting transparency or customer service, consider this a heads-up: it’s corporate greed on full display, and my last U-Haul experience.
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November 2024 by Chris Martin
Always good.
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August 2024 by Joshua Sherman
Was not informed about tolls prior to renting. Was hit with a bill weeks after rental. A $5 admin fee was administered.
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October 2023 by Dan L
Extremely bad experience with a employee named "Gene" Went to rent a U-haul at u-Store- it as they are a U- Haul Neighborhood Dealer" on arriving told rental process required you to take a photo of your license on your personal Mobil device. They texted a link to do so. My mother's phone was unable to process the link for some reason we tried to resolve the issue. I offered solutions of using my phone for the ID photos as I was physically there and had another device to try to resolve the tech problem. Instead Gene got extremely aggressive towards our party, yelled at us and yelled for his coworker to "cancel the reservation" repeatedly and aggressively and told us "you can go to Penske". The other employee with Gene was fine. Gene appeared to be the supervisor. Went to another U-haul neighborhood store very nearby (same street in fact) and had no issues. The other location processed the ID photos on their mobile device as they said issues with some phones are common. Gene said was impossible when he was flipping out on us for no logical reason... rarely write poor reviews but still upset at this treatment weeks later.
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September 2023 by Janet Vera Reyes
I like this place. Great customer service.
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May 2022 by Ferhat Han
Visited sunday, May 8th was closed
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September 2021 by Thomas J Verrette
Dealing with Dianna is terrible, she is rude short and just unkind. I walk is she was super un polite and made the check in uncomfortable. She needs to be retrained. She very unprofessional and unpleasant
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May 2021 by Lindsay Reichmann
This was an exceptionally pleasant and hassle-free experience! I especially appreciated the friendliness and helpfulness of the woman who checked me in, and how clean the truck was throughout.
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March 2021 by John G Russell Jr
Very helpful
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July 2020 by Fernando Ruiz
(Translated by Google) Excellent service recommended(Original)Excelente servicio recomendable
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June 2020 by K K
I rented a 15 ft truck from this location to move some furniture. Alberto was awesome and helped me reserve my truck. He was extremely helpful. Jeanette was at the reception when we went in. She was extremely friendly and helpful. She went above and beyond to help me with my reservation. I will definitely be renting from them again, thank you!
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March 2020 by Jason Passini
I would recommend this place because of the employees but U-Hauls new way of drop off is just plain ridiculous. First it’s the questioner on the truck and then adding photos. Next it’s going to be a word problems and a 10 pages essay. I’m sure the last thing a person wants to do after a long day of moving things to fill out internet questions and take pictures about the truck they used. 5 stars for the employees, 1 Star for UHaul.
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January 2020 by sara queen
I rented a 15 ft truck from this location to move some furniture. Alberto was awesome and helped me reserve my truck. He was extremely helpful. Jeanette was at the reception when we went in. She was extremely friendly and helpful. She went above and beyond to help me with my reservation. I will definitely be renting from them again, thank you!
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July 2018 by OVERCOMERS Oliver
Everything went a planned, little pricey.
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June 2018 by OVERCOMERS aprophetspen
Everything went a planned, little pricey.
