U-Haul Moving & Storage of Pensacola-University

Reviews

• Cathryne Miller

  Apr, 07 2018
  ★ ☆ ☆ ☆ ☆
  Doesn't even deserve one star. The customer service at this location is horrible. Absolutely horrible. The employees are completely useless. They don't care about you, your belongings, or your safety. They could care less as long as they get your money. We rented a 17' truck that looked a bit beat up when we walked up to it. The customer rep, Zachary Lewis, did not complete a walk through or do anything more than have me check the fuel level and hand over the keys. Not even 1 mile down the road I noticed that the brake assist was acting up when I attempted to slow down. Mind you, I was going 25 mph, when the entire vehicle lurched forward and skipped. I figured it was a fluke so we continued driving. It continued to lurch every single time the brakes were applied. Before we even got to the house I noticed a loud knocking noise, which sounded awfully like transmission problems (I'm being sarcastic, it was DEFINITELY the transmission- I work with vehicles daily, this is something I hear and see numerous times a day). Seeing how we have already put miles on it and were at the house to load up, my husband reassured me it would be okay. To bad the transmission and brakes weren't the biggest issue. The dolly and padding fasteners used to hold the equipment to the wall came undone, causing the dolly to fall and smash some of my china ware. How do you rent out a vehicle and assure the PAYING customer that the equipment is secure just to have it give out in transit? When I brought it back to the store to return it the same customer rep, Zachary Lewis, came out to check it in. We have rented from here before and they ALWAYS do a walk around inspection of the vehicle and listen to any concerns. This guy just got in and checked the mileage. I was trying to explain all of this to him but he refused to look me in the face, he had his back to me, and ended up walking away from before I was finished. I followed him inside after standing by the vehicle in utter disbelief of his rudeness for a minute. He looked at me, but didn't acknowledge me until he finalized my charges (over $70). He handed me the receipt and told me that if I actually did have all those issues that I could contact UHaul, but there was nothing he could do. Then just walked away from me. Fast forward to my husband calling in the complaint. I did end up receiving a call from the general manager, Heather, today (05/31/17). While she was nice, the call back was entirely pointless. She tried to assure me that they drove it and it was fine. Even stated that it had been rented out FIVE times that week with no complaints. Now, I know vehicles, but anyone who has ever driven one can tell that something was not right with this truck. As for the faulty equipment fasteners she just "couldn't see how that could happen". NEITHER CAN I, THAT IS WHY I AM FURIOUS. I was told, AGAIN, to just call UHaul. Customers are suppose to trust that the vehicle is in working order and there is nothing broken. Now, because of the incompetency of these people I have broken china and I spent $70+ to fear for my life while driving. Not to mention almost giving the passenger and myself whiplash from a beat up truck. She told me that she would have more people look at it, which I am assuming she means their 'mechanic', not a 3rd party technician without bias. All in all, I will never use a UHaul again and i STRONGLY discourage ANYONE from using this location. UHaul should really consider who they let represent their brand.

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