September 2021 by Staci Clark
Fiasco is the only way I can describe my uhaul experience. I made and confirmed my reservation online without issue reserving a 15 foot truck. We arrived at this location on time for our 10am pickup. I noticed I couldn’t checkin online which was odd, but we found the office and went inside. The customer service rep who helped us was very nice and apologetic explaining that this has nothing to do with their business and that she doesn’t personally take the reservations, etc. Bottom line: they didn’t have any trucks, and they wouldn’t have any trucks coming in. The rep went online and told us that she wasn’t showing any uhaul trucks at any uhaul rental facility even remotely close by.We had driven over two hours, I had my reservation number and had taken multiple screen shots during the online reservation process: NO TRUCKS. The rep told us to go to Penske because they seem to have their stuff together better. The rep also told us this happens ALL THE TIME. Hey uhaul: how is that even possible?I called uhaul customer service. That rep pulled up my account and said I was supposed to be in Bardstown, KY. My response: nice try and NO: I’m looking at my reservation pickup location online right now, and it clearly states this location - I hear him typing frantically in the background so I say: before you try to change it, please know that I took screenshots through the reservation process AND I took a screenshot with the date/time stamp showing this location before I called. He grunted and said hang on that he was transferring me to his manager (if you are reading this: ALWAYS take screenshots). I was on hold for 45 minutes. We are now over two hours late for our scheduled move. They found a truck twenty miles away. We took it. I got in the truck, and the gas tank was EMPTY. The tank said I had 15 miles of gas left.When I returned the truck, I returned it with a quarter tank of gas. Uhaul sent me a bill for an additional $50 gas charge which I disputed - I had taken pics of the fuel level when I picked up the truck and when I returned it. I returned it with more gas than when I picked it up? Why did I get a fuel charge? I eventually had that refunded.Do not under any circumstances rent a uhaul from here. The customer service rep behind the counter was nice. BUT THEY DONT HAVE TRUCKS . Thanks for wasting my entire SATURDAY, Uhaul.
