I've run into a sticky situation with your U-Haul's of Brooklyn NY. I think you would be interested to know that there are some poor practices going on in that area.
I scheduled myself to pick up a truck at the New Utrecht location at 10am. (718) 232-1400) I'm not complaining about the service at this location, although I should. I counted 25 people in line on a Sunday morning at 10am and we were all there for an hour or more in line. It just didn't move. I did get my truck, having arrived early, received it at 10:30am (my pickup time was 10). No biggie, right? OK. My scheduled drop off time was 10pm, same location (Contract number 20453500). [continued below]....
..... When I arrived at 10pm the location was closed with a big fence locked around the place. There was no drop box for keys, as my contract indicated there would be. Perplexed, I called U-Haul Customer Service (1-800-GO-U-Haul) and spoke with two fine ladies, Janice and Christine, who both told me to take it to the nearest location with a drop box. I didn't like this solution, but I had no other option, I live in the city without a car and its a decent sized headache to get to these U-Haul locations.
So off I go to the closest U-Haul with a drop box, 88 9th Street, Brooklyn, NY? - (718) 788-3370. This location is so awful it should be immediately stripped of any right to the name of U-Haul. There is a chained dog which greets the visitors with vicious barking. There is a non-English speaking employee handling the dropoffs.
He made me move the van 3 times before I gave up and handed him the keys. He refused the keys so I put them in the dropbox myself, and left. I walked under a dark bridge to the nearest subway station in Brooklyn, at night thanks to the unclear policies of the New Utrecht U-Haul. But wait, there's more.
The next day I have my $80 mandatory pre-payment from U-Haul on my card PLUS a $143.78 charge for dropping off the U-Haul truck at the wrong location. The location which U-Haul told me to drop it off at. And that's nothing to mention the gas I used and the miles I used (which I will have to get reimbursed for) to get to the new location. So now you see my $19.99 truck has cost $220. Not good.
The worst part was being shuffled around general customer service, the regional district, the new utrecht store, and the non english speaking park slope address. I would particularly like to point out that Merle at 718-522-4924 who is a reservation manager kept me on hold for no less than an hour and a half and a couple of times pretended she hadn't already spoke with me, and rudely told me repeatedly that it was my fault, despite listening to my explanations.
My request is this: A full refund for the $80.00, plus any additional mileage or gasoline fees New Utrecht U-Haul might add on, plus a refund for the $143.78. I've had an awful experience and I would appreciate your support at this time. I have used U-Haul before and had a very positive experience, I hope we can resolve this matter in a manner that benefits both of us. Thank you for your time.