U-Haul

Elite '08

24

107

Phillip L.

Brooklyn, NY

Worst rental experience ever.  I reserved a cargo van on the U-Haul website to move my apartment at the end of the month and they assigned me to pick up the vehicle from this location.

Be sure to arrive at least 30 minutes before your arranged pick-up time because that's how slow the line moves.  The counter reps are rude and disrespectful and ours had the nerve to mutter, "I ain't in no mood to deal with customers today."  When we finally got the cargo van, they had us walk around it and mark any dents/dings on the outside and then we drove off.  

When we returned the van, there was no clear process of where to go or who to see, so we waited in a line of cars as the service people randomly visited some cars. Then the service guy who was checking out the vehicle lectured and yelled at us for 5 minutes about how the inside of the van was dirty and he was going to charge us, even though they NEVER EVEN LET US LOOK INSIDE THE VAN  when checking it out and we hadn't moved anything that would make it dirty.  He kept yelling and we argued back until he finally dropped it.  If you ever check out a vehicle here, make sure to go over the inside with a fine-toothed comb to avoid a $25 "cleaning fee."

The fee for the van was $19.99 plus $.99 a mile, but for how awful the customer service was, I will never use U-Haul again for anything.  Fuck that noise. Avoid this place like the plague.

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25

41

Andrew O.

Brooklyn, NY

I agree with Phillip. This was the worst rental experience I have ever had. Not that I have had that many but I am sure it can only go up from here. Where do I even start?

First of all, the driveway is barely big enough for the U-Haul trucks so you can plan to circle the block several times before getting enough clearance to pull in. Once you do, don't look for signs as to where to park or pick a rental up of, God forbid, drop one off. There are NO clear markings or directions. I ended up just pulling into a spot only to be honked at from across the parking lot and then sort of flagged at by an attendant. He then proceeded to wave his arms at me as if I were to know the strange, U-Haul inspired gesticulations.

I ended up waiting about 45 minutes before he made his way to my truck. It then took another 15 minutes for him to check that the vehicle was in the shape I rented it and that the mileage was correct and blah, blah, blah. And like that...he was off. No directions as to where I go next or anything. He even left the paperwork on the seat as if I were to know what to do. I wandered over to the only door I saw and joined a line rivaled only by the DMV. It was ridiculous.

When I finally got to the front I was not greeted nor asked how my trip was or anything. I was made to feel as if my speaking English was a severe imposition for the gentleman at the counter. After he counted up how much additional money I owed for the rental he handed me two sheets of paperwork to sign without any explanation. I read it over and signed it and happily pushed the keys in his direction.

I can't really say anyone was rude because they simply didn't communicate with me at all. I might as well have been in the self-serve checkout at the Wal-mart....and we all know how efficient those are!

Next time I will seriously consider renting a few pack mules from Columbia and just walking.

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