U-Haul 4+

First time using car dolly or towing a car. Success with no issues at all. We took our time. Cut trip into two days to drive in daylight only (easier to see where trailer body is on the road). Other bad drivers are what stress you. The trailer works well. The trailer’s straps were a bit worn, but still solid on our unit. Used my 2012 V8 Durango to pull a 2008 Saturn Aura comfortably from Pennsylvania to Connecticut. Take your time loading. The wheel straps were very secure , car hardly moves. Backing up loaded is an exercise in advanced theoretical physics, it can be done, but takes a long time, need multiple helpers, because imagine backing up mini tandem trailer semi…. because the mount deck pivots! Trailer goes one way, car another, that can go bad fast and cause damage. Avoid that. Pick places you can take wide generous turns and pick stop locations as if you are driving a huge motor home. Watch it’s fenders in side mirrors, it’s wide, to see how close you are to road lines as you drive, as you want confidence when facing construction and barriers. It pulled snug to my truck. I got 17mpg pulling this car, so lost about 4mpg over 200 miles of driving… not to shabby at all. Great tool to be able to rent.

The app is interesting; some good and some bad, depending on the features you’re looking at. The check-in process was horrendous. I had to call customer support in order to check in, and only after I called them did I see a button magically appear that allowed me to finally check-in through the app. After the button appeared the check-in process was simple. I also take issue with me submitting my license information as part of my profile and having to re-enter that information with my rental. Why is U-Haul not able to bridge the gap between the features and fill in that information automatically? I also had to supply a second party contact for them to verify that I am who I say I am. I provided a credit card and photos of my license. Was that not sufficient? I provided my cell phone number, and my wife’s name, where they called me and spoke to my wife. This whole process can be removed, as it’s a waste of time, money, and easily exploitable. Had no issues with the return process through the app; that was simple. One big issue I had was viewing the contact. The app doesn’t allow you to zoom in, meaning you’re not actually able to read the contract with its size 1 font, forcing individuals to blindly accept the terms, burden customer service to make them read the multi-page contract to them, or not accepting the terms and not securing your rental because the contract is not legible. Sounds like a lawyer’s dream and a litigation nightmare for U-Haul.

Was supposed to pick up truck Tuesday 1.00pm. Waited til 5.00 - no truck. Was told no truck for another week. Had flown my family down from Massachusetts to help my daughter move on that day. Obviously after buying everyone a plane ticket we were going to stay in a hotel for a week and wait for a truck. Had to drive 300 mile round-trip to pick up a truck from North Carolina instead of Williamsburg Virginia, which was original truck rental location. Had to buy my own gas for that 300 miles. Got home 10 PM at night and had to leave the following day because we didn’t have enough time to load up the truck and leave on Tuesday. We did not leave till 5 PM on Friday as I had to load 26’ truck on my own in 100 degree heat. I had to buy a hotel for the night at one in the morning and continued the journey the following day. When I asked what else can you do the sales representative said well I’m sorry there’s nothing we can do about it the person didn’t return the truck. That’s what I call great customer service. So here we are five days later putting the stuff in the storage that should’ve been done Wednesday or Thursday. I think you get the picture not a very happy customer. I believe you gave me 200 miles instead of the 300 that I used to pick up the truck that wasn’t in the right location and I probably spent about $80 on gas for that 300 miles that I should’ve had to spend. Feel free to post this on your customer website for feedback.
Yours Glen W. Moon.