We rented a U-Haul moving truck in Fairbanks, Alaska, for a one-way move to South Carolina. Unfortunately, our experience was disappointing, and I wanted to make you aware of what happened. We made our reservation well in advance, but when it was time to pick up our truck, we were informed that the reserved truck was not available in Fairbanks. Instead, we had to drive approximately 3½ hours, nearly to the Canadian border, just to pick up the truck. After that, we had to drive another 3½ hours back to Fairbanks so we could load our belongings before finally beginning our cross-country trip. This added unnecessary time, expense, and stress to an already demanding move. When we arrived to pick up the truck, the representative told us it had "just come in." That immediately raised concerns about whether the truck had been properly inspected and serviced before being sent back out. Throughout our trip, the truck did not seem to run as smoothly as we expected. Thankfully, we made the nearly 6,000-mile journey without any mechanical problems, but we were worried the entire time. Considering that five women were traveling alone on such a long-distance trip, we would have expected U-Haul to ensure the truck was thoroughly inspected and in excellent operating condition before sending us on our way. We paid a significant amount for this rental and expected a better level of preparation and service. I am not writing this letter to ask for compensation. I simply want U-Haul to be aware of our experience and hope that future customers do not have to go through the same situation. Better communication, honoring reservations, and ensuring vehicles are fully serviced before long-distance rentals would go a long way toward improving customer confidence and safety. Thank you for taking the time to read my concerns.
tonya l
Northern Energy
(U-Haul Neighborhood Dealer)
Servicios en esta ubicación:
One-Way and In-Town® Rentals in Tok, AK 99780
U-Haul tiene la mayor selección del área de camiones y remolques para mudanzas de ida y en la ciudad. U-Haul ofrece un proceso de mudanza fácil al alquilar un camión o remolque, entre los cuales se incluyen: remolques de carga y cerrados, remolques utilitarios, remolques para auto y remolques para motocicletas. Combina tus esfuerzos de mudanza al alquilar un camión y un remolque de U-Haul hoy.
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Not a thing! Perfect
Tom mExcellent customer service
Paul HVERY REMOTE location. No inventory unless someone drops a unit. Turned in on a Sunday - Closed. I left the trailer where the lady said to and followed up on a Monday. It went smoothly. It's at the Tesoro Gas station. Different location from where my GPS indicated was the address. I thought for sure I'd have issues dropping if while they were closed but it went well. Don't expect any inventory unless someone has dropped what you need. It's about 200 miles from Fairbanks.
Ray RArrived at this location after being forced by your management to pickup here rather than the location I requested which was 300 miles away. The location I requested to pickup from had plenty of car hauler trailer in stock according to the location staff. When I arrived at the location you assigned me to, the staff onsite said they didn't have anyone that knew how to setup the trailer and complete the paperwork. They told me the person that does that was about 5 hours away in another city and wouldn't be back until the next day. So you sent me to a location that was inadequate. I told them I needed to pickup today and they told me to come back in an hour after they could get ahold of their boss. I came back in an hour and still nothing. I called your management that assigned me to this location and they asked me to go to another city which was nearly 600 miles and 12 hours of driving away, roundtrip. What the hell? I go and hook up to the trailer myself and load my car. Then drive up to the front desk again. The staff gives me the "personal" cell number for their manager to call. I call him and he says he can't do anything because he's in another country at the moment and asks to call me back. At this point I am irate and drive off with your trailer waiting for my call back, you have all of my info and payment details so why do I have to keep wasting my time? About 10 minutes later he calls me back and I pull over to take his call. He spend about 45 minutes trying to figure out how to process my contract electronically over the phone and asks to call me back again because his iPad isn't working. He calls me again and says he is going to try to process it from his personal phone. Finally, he gets it done, nearly 3 hours after I first arrived at the location you forced me to go to, about 300 miles away from where I requested to pickup ... 300 miles away from a location that had several car haulers in stock. Your initial solution was to send the customer 12 hours and 600 miles away to pickup another trailer because this location was incapable of processing the order and the onsite staff said they only had 1 trailer available. Wow. This was by far my worst uhaul experience ever. The fact that I was even charged for this is ridiculous. This location shouldn't have made a dime from me. I expect reimbursement for my wasted time, fuel and frustration. This all could have been easily avoided had your management not reassigned me to a city 300 miles away from my requested pickup location, the location which had multiple trailers in stock, the location that was a true uhaul facility and not a secondary business that contracts with uhaul. Shame on uhaul for this failure.
Michael F