Trailer Rental at U-Haul

This place screwed me over really badly. My Girlfriend and I just moved from Ventura to Eugene Oregon. We got our apartment and I submitted an order on June 13th to pick up a 20' truck on June 24th at 5:00pm, 11 days later. I also bought Airline tickets for the 24th, to fly from Eugene to Santa Barbara, landing at 4:05pm and then getting a Lyft to this U-haul location. ON the 24th, while my Girlfriend and I were in the air and unable to receive calls, I got a call from this U-haul location letting me know they did not ACTUALLY have the truck I ordered, but a near-by location, "Bear Automotive" did and that I could pick it up at 4:30, before the location closed at 5. I did not see this message until we were already riding our Lyft to this Hollister Av Uhaul location, due to getting off the plane and rushing to find the Lyft ride after 4:05pm. I also did not expect that my order would suddenly be changed on the DAY OF my order, even though there were 11 days previous to be given this notice. This was strenuous, as getting from the airport to this new location in time with much less time to do so was stressful, but I figured we could make it work. I then saw another voicemail that had come in a short time later, again while I was in the air unable to receive calls, that was from "Bear Automotive", who was letting me know that they DID have the truck I needed, however they ACTUALLY closed at 4:00pm, not 5. Bear Automotive sounded very confused as to why this order was sent to them with the incorrect hours. I tried to call back but since we didn't even land until 4:05 it would have been impossible to reach them. All of this happening while in a Lyft with a very kind driver willing to change the trip or take us wherever we needed and wait as long as we needed - shout out to Frank, the Lyft driver. We committed to going to the Hollister Av U-haul location still to see what I could work out. The ONLY option they had left for a 1 way trip was a 26' truck, which was WAY too big. It also cost a whopping $600 more to rent than the previous truck I reserved, and cost double in gas to drive the 800+ miles we had to. I'm lucky to have had a decent savings during this or we would have actually been completely stranded and up the creek without a paddle, to no fault of our own. Roy, I think his name was, the man working the U-haul counter looked at all other locations within a 2 hour drive and supposedly "none had a 20' truck available for a 1 way trip." This man also seemed so confused about what was going on and was very unhelpful in almost every regard, He seemed so air-headed. He also told me they had no more appliance dollies and he had rented out his only 1 earlier that morning, even though I had reserved one of those too. I ended up biting the bullet and taking this 26' truck to avoid being trapped in Santa Barbara/ Ventura paying a ton more for a hotel for a few days while waiting for a truck to show up, which wasn't even guaranteed, to get our things out of storage. When I was checking out the truck before leaving the parking lot, there was an appliance dolly in the back of it, even though they supposedly didn't exist at this location on that day. This dude Roy has NO idea what's going on in this business and likely has cost both customers and U-haul so much more money than necessary. This man should have a different job where he doesn't need to actually keep track of anything, because even without assuming he is the idiot who royally screwed me over for this trip, he has absolutely no clue what is going on at this business.

Jul 03, 2024 · Tyler C

I rented a trailer and the staff assisted me in finding the appropriate one to meet my specific needs. The entire staff was knowledgeable, helpful and friendly. The customer service provided by Eric, Gabriella, Sebastian, Tabitha and Philip was fantastic. I would recommend this U-Haul store to anyone needing moving equipment

Jun 28, 2024 · Geoff Banks