Here is the review I left Uhaul after renting my truck and receiving my bill:
The service I received at the store was good; the guy behind the counter was friendly and quick and I was in-and-out with my truck in about five minutes. Upon arriving at my loading location, when opening up the back of the truck, I realized that there was a dolly as well as furniture pads that were not part of my order. They were sealed with a sign stating that you would not be charged if you did not use them - I did not, as I had my own furniture pads and dolly. However, having those items in the back (again, not on my order) took away some valuable space for my furniture and boxes; fortunately, I did not need the space they took up, but another customer might. After receiving my bill the next day (I had a night drop-off for the truck) I found I had been wrongly charged the cost of the dolly and the pads (again, they were NOT used in the move). I called the store that night, near closing, but was transferred to a service center, as I was told was their normal policy near closing - no big deal. I put in my complaint to the person in the service center about the bill being wrong, at which time, the customer service person put a note in the system and told me the store would call me the next day - I did not receive a call that day, and called again near the closing hour (after getting home from work myself). At that time, after again explaining the situation (this time to someone at the store), I received a contract # and was told I would receive a follow-up call within 72 hours (once my situation was reviewed); again, I did not receive the call - however, on the third day after the call, I did notice a $10 refund had been posted to my account (the amount equal to the cost of the dolly and the furniture pads). I am happy I received my refund, and everyone I talked to was genuinely friendly, however the process was a bit annoying. In the end, I would simply recommend Uhaul not provide customers equipment they did not request - it simply creates an unnecessary headache for both parties. That said, I am happy Uhaul did what I consider, "the right thing" (by providing me the refund for equipment I did not use), and I will continue to utilize your services in the future.
If you rent from Uhaul, I would just encourage you to check out everything before you leave the parking lot - don't allow for anything like my situation above. Again, they did the right thing, but it made for an unnecessary, cumbersome process that could have been avoided by simply following my reservation properly. read more
