This company needs to work on a lot of things, starting first and foremost with proper procedures and customer service. This has been my worst experience with U-Haul to date, and that is truly saying something. I arrived at the location in Glenwood springs, 30 minutes in the opposite direction of where I needed to use this truck. Despite there being 4 10-foot trucks as I had requested, I was directed through the app to pick up a 15-foot truck. I encountered an error message, telling me to call live verification even though I had used 24/7 pickup in the past with no issue. I waited on hold for over 15 minutes, and the agent I eventually got to was unwilling to wait with me until I had completed the registration process. I received my lock box code, and went to retrieve my keys. MUCH TO MY DISPLEASURE, THE CODE WAS ALREADY USED AND THE KEYS WERE MISSING I was approached by a man ALSO having issues with his pickup, and it turns out SOME OTHER CSA HAD GIVEN HIM THE CODE TO MY LOCK BOX, AND THE TRUCK I WAS ASSIGNED WAS ALREADY RUNNING. The app skipped the whole process of verifying mileage and condition of the truck, and so I was on the hook for any and all damage/missing gas. To summarize: -24/7 pickup was a miserable failure -CSA with live verification did not wish to assist me until my request was completed -another customer had already collected my keys AND STARTED UP MY VEHICLE -I was unable to verify fuel level, starting mileage, and condition of the truck before pickup. This plethora of issues needs to be addressed immediately, and I demand follow-up and compensation for such an incompetently delivered service. I should not have to pay for such a terrible experience.
Thomas M
Alpine Motors
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Glenwood Springs, CO 81601
U-Haul has the largest selection of in-town and one-way trucks and trailers available in your area. U-Haul offers an easy moving process when you rent a truck or trailer, which include: cargo and enclosed trailers, utility trailers, car trailers and motorcycle trailers. Combine your moving efforts by renting a truck and a trailer from U-Haul today.
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Customer Reviews
- 4.5 Average Customer Rating
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The gentleman that helped me was incredible and very accommodating
William BRyder, the agent at the facility was friendly, polite and professional. He was extremely helpful and answered all my questions. I made a mistake in the reservation and he promptly fixed my mistake. Five stars! (out of five).
John LHave the truck ready for pickup when you say it will be ready. Better communication between local and National service. App doesn’t streamline with local places.
David CExcellent service start to finish
allen w