The app does not work if a person hadn't been there I would not have e been able to pick up the rental.
MEGAN LIWANAG
Orchard Auto Service LLC
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Collinsville, IL 62234
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- 4.5 Average Customer Rating
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After our recent experience, we will not use the the services at Unhaul again nor will we recommend it to any. We were suggested too small of a truck by the associate. The size given to us is usually offer when moving a college dorm according to other truck moving companies. We were not aware of this at time. This caused a huge inconvenience for us. When reported, a customer service manager by the name of Felipe responded via email offering only a $25 credit. I replied to his email explaining why this was not sufficient, and never heard back. Please see attached: Filipa, Your email states that you understand the inconvenience that this has caused my family and I, however, it's more than apparent that you do not. If your agents are going to recommend truck sizes to consumers, they should request more information. Not all two bedroom homes are the same size, therefore, some will have furniture that is smaller and others larger. The agent did not ask the sizes of any furniture items, nor did she ask the square footage of the home, which might suggest that larger items may be present. How is it considered sufficient for agents to suggest a truck size without obtaining this information? Consumers do not work in this field and the average consumer is not familiar with truck dimensions, how much they can hold, etc. This being the case, when a specific truck size is given, that is what the consumer will accept. Had we arrived at the UHaul store and were offered the smallest truck that you had available, it would have been more obvious to us that it was not of a sufficient size. With the 15 ft truck, we honestly did not see that it wasn't going to work out. Again I say, we do not work in this field, did not know how much the truck would hold, and therefore accepted the size quoted to us by the agent. The movers that we hired realized that all items were not going to fit when they had about half of our belongings in the truck. The movers were scheduled for another job @ 2:30 and did not have time to stop at that point, wait for us to go back to the Uhaul store, hope that there is a lager vehicle available, come back to the house, have them to unload the smaller truck and load up the new truck. I reached out to two other moving companies. One of which was not available and the other wanted $625 for two hours due to the short notice, not to mention the money that would have been wasted paying the other movers. this would have totaled close to $1,000! Our hands were tied at this point and it was a better decision to have half of our items loaded than none at all. This would have been a nightmare had it been a local move, being that we were heading out of town made it that much worse. Because of this, we have to miss a day of work ( our lease is up on the 29th ) make another 3 1/2 hour trip from Collinsville, Illinois to Springfield, Mo (totalling 7hrs) rent another truck for $340, plus the cost of gas, which will be $65 for our vehicle and about $80-$90 for the Uhaul. So, not to sound unappreciative for your offering a $25 voucher, but this is simply not fair. If these are merely suggestions and it is recommended that we measure our items, and then visit a location to measure the inside of a couple of trucks to ensure that it is sufficient, that's what should be said. At present, we still have several items left in our home that need to be moved. I am very disappointed that because the agent did not in fact ask any sizes or dimensions of our items, that she did not suggest that we rent a truck one size larger to ensure that everything would fit. We are not familiar, and were relying on the agent to guide us appropriately. Our move was to be completed on Saturday, with a return date for the truck on Sunday. It now has to be completed on Thursday, and has caused a major delay as well as a huge inconvenience. This is not our field of expertise, and it was not stated that the size given was a only guesstimate. The agent stated with absolute certainty, and without hesitation that this was the size truck that was needed. We trusted this advice from the trained professional and because it was not accurate, we have to pay twice, in addition to enduring all other inconveniences that come with it? This is simply not fair. We ask that for the sake of good customer service that you please propose a more fair refund. Sincerely, Reginald and Kendra Green
Reginald GreenDon’t change
rhyne fundellNa
Stacy CareyVery nice guy!!
Carrie Chisholm