U-Haul Moving & Storage of Brooklyn Park

Self service return pictures repeatedly were rejected. They were NOT outlined in red (as it says they will be) to indicate which ones were unacceptable. I finally deleted them all and started over. I still don't know which ones or why they were rejected.
If you don't complete the self service return, they will charge you an extra fee.

I did the online pick up and drop off process. I arrived during business hours to pick up the vehicle I rented. I checked out on the app and that went okay, except that I had to go into the building to get the key. There was one person at the counter and 2 people ahead of me. I was waiting for about 5-10 minutes, when a second person came in to help customers. After getting the key, I went to my truck and took a picture of the dashboard before leaving the premises. The gas level was less than 3/4 of a tank. I drove to a storage facility a few miles away to pick up one load and moved the load to my house, another couple of miles away. After dropping off the load, I brought the truck back to the U-Haul facility. The total trip was between 8 - 9 miles.

I started the process to return the truck on the app. I took another picture of the dashboard on my phone which showed the gas level to be at or even above the level when I first got the truck. This was before I realized that I had to take another picture on the app. As I was going through the process, the app told me that I owed $16 for gas because evidently the gas level was below the 13/16 level required by U-Haul. In addition, I was charged for more miles than what I had driven. Since the gas level when I got the truck was already below 3/4 tank; I drove the truck less than 10 miles; and when I returned the truck, it was at the same level or even higher; I disputed the gas charge. Once I did that, I couldn't finish the process, and I was not given any instructions about what to do at that point. It was past midnight by this time, so I took pictures of the location and the empty cargo bay, dropped the key in the drop box, and went home.

I got up the next morning and returned to the U-Haul location shortly after 7:00 a.m. to finish the drop off process. At that time, I was told that I should have received a text before leaving with the truck to confirm the condition of the truck--any damage, mileage, gas level. I didn't receive a text before leaving the premises with the truck. The person helping me eventually took off the gas charge and the extra mileage.

I would recommend that more attention to detail be given regarding mileage, gas level, etc. since U-Haul has very detailed requirements for customers when returning a truck. I didn't like being charged for the equivalent of 5+ gallons of gas (gas is about $2.99/gallon in Minneapolis, MN right now) for driving less than 10 miles--all because the gas level wasn't where it should have been in the first place when I got the truck.

It would be appreciated to have more people at the front counter to help customers. I waited 15 minutes to get waited on and know that others in line share the same. Other than waiting, the whole rental experience was seamless and efficient.

I've always had great Customer service! ✔Alex is great! Don too! And With trucks,Van's and storage units,! over the years.Thanks U-Haul ? Recomend Brooklyn park Lakeland By Wendy's location ?♥️

Large selection. Customer service varies. Takes too long to wait and to get checked in, however. Use the app to check in & out faster.