Helpful staff, but terrible logistics and a costly billing error. I booked a one-day, 250-mile rental a month in advance at my local open branch to avoid using the app. Instead, U-Haul moved my pickup to a closed location farther away, falsely claiming I missed a confirmation call. When I complained about the distance, the phone agent snarkily told me, "Well, it’s only 7 miles further." At the closed location, the app failed. After an hour on hold, we were sent to a third location. The agent there was kind, gave us a $50 credit, and promised 20 extra miles to make up for the 2-hour delay. However, because of technical difficulties, they couldn't print our contract, leaving us unable to verify the starting odometer. We drove exactly 184 miles to my son's apartment (which I confirmed by following the truck in my own car). Yet, upon app drop-off, U-Haul charged us for an extra 85 miles ($85). After weeks of fighting a denied claim, customer service finally refunded the promised 20 miles, but we were still forced to pay for 65 phantom miles we never drove. Lesson learned: The previous renter likely turned it in, but someone drove it "off the records" before we picked it up. Always take a photo of the odometer at pickup, even if the app or agent doesn't prompt you to. I’m giving two stars only because most phone reps tried to be accommodating, but the actual billing theft deserves zero stars.
Julie L
Rose Car Care
(U-Haul Neighborhood Dealer)
Servicios en esta ubicación:
One-Way and In-Town® Rentals in Roseville, MN 55113
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Cada comentario está vinculado a una reserva o contrato de U-Haul real.
Cómo funcionan los comentarios de U-HaulDidn’t have the truck size I reserved. Staff never gave me the mattress cover I already paid for.
Lilian SNo one available to ask questions although it was a Sunday drop-off. Crammed parking area and muddy. Key drop off box locked so had to put key in door slot.
Joe TI was surprised the truck did not have a full tank of gas
JOHN AVery close to my home which made the work I needed to do very straightforward. Mr Gonzales was particularly helpful.
Richard J