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Original Comment THE ENTIRE DAY WAS AN EPIC FAIL!! It started off with a scheduled one-way 10' Truck pick up on August 15, 2020 - which was by far the worst experience I have had thus far during my many years of using U-Haul!! I was scheduled to move into an apartment in VA on that day - so everything was based on a timely transition of my storage items from a local WV storage unit - back to the apartment in VA. Also, my storage account needed to be closed out, as well. <br /> <br /> This is the disaster that ensued: (1) The location was changed at the last minute -the night before. (2) The new location area was remote and had NO INTERNET SERVICE - which was not indicated anywhere, especially since I was listed as using my mobile app to pick up the truck. My account was PREPAID and well noted that I was using mobile reservation pick up! (3) At the remote location, the store was not open on time due to COVID. It opened 2 hours after my scheduled pickup!! (4) The storage facility Manager was leaving for the day as I was arriving to remove my items from the storage unit and close my account! <br /> Basically, during this catastrophic event, I had to drive nearly 10 miles to get internet reception to call 1800-UHAUL. Once someone finally answered the phone, the rep politely listened to my dilemma, said they were sorry for this issue, proceeded to tell me that I &quot;should be able to have internet reception&quot;, or the &quot;store should be open&quot; then proceeded to place me on an &quot;extended&quot; HOLD - this happened multiple times throughout my wait time; even though I said that I was in a remote area with no internet reception. Even after I explained in detail (to the multiple representatives that answered my calls) that the truck was in a remote area - and still I was bounced around several times, with no regard for my plight. I was on hold for almost 2 hours and then for nearly an hour each time after that!!! Did I mention that I had PREPAID for the truck that I was to pick up, to eliminate any hold ups, since I was on a tight schedule? This entire disaster is unacceptable behavior and poor customer service practice. With my poor internet reception issue, I even suggested to one of the reps that they find a replacement truck and they should speak to the person to ensure that I could pick up the truck, however, I was placed on hold - yet again!<br /> <br /> I cannot believe that I drove for 2 hours from VA to pick up the truck at 8 am in WV - to not be able to pick it up for 4.5 hours -- until 12:30 pm! That alone would have enraged the average person! However, I attempted to hang in there to finish what I had started. Once I finally got the keys to the rental truck, I called to find out that I just missed the Storage Manager, as she was on her way out the door for the day at the same time that I was able to pick up the truck! (Despite everything else, once the store owner arrived, he was as nice and as helpful as he could be under the circumstances!) However, in the meantime, I LOST 4.5 HOURS - waiting just to get the truck! <br /> <br /> Needless to say, THE DAY ENDED IN DISASTER. So much was riding on the timely move of the furniture from the storage unit to the new location -- I MISSED EVERYTHING!! The day was a total waste -- of my TIME &amp; MONEY! I am so angry and disappointed that is why I am making a point to send this detailed complaint to the Corporate Office. It is my hope and prayer that someone (with a heart) will find the decency and integrity to make this right. If I may suggest, it would be commendable if U-Haul would allow me a FREE one-way trip to make up for this debacle. Not only would it make things right, but it would restore my faith and goodwill in U-Haul once again - after all these years!<br /> <br /> Sincerely,<br /> Tia<br /> Tia Shepherd<br /> Email: [email protected]<br /> Direct: 301.523.1956

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