Sarah M.

Horrible experience!
I had reserved a 10' truck in Victoria. You called me the day before my move to tell me you couldn't fulfill my reservation, and if I wanted a truck I had to drive an hour away and an hour back to get a 15' truck on the morning of my moving date in Duncan.
I get the truck and get it back to my move location to notice it has no gas in it and the truck is absolutely filled with water and sopping wet moving blankets. Water is dripping from the ceiling, pooled on the floor, dripping from the walls.
I have already taken 2 hours out of my moving day just to get the truck! I sit on hold with you and get passed from representative to representative, until there is no more time, I have a ferry to catch.
We sop up as much water as possible and line the floors with garbage bags to try to protect my things, when finally someone from roadside assistance gets ahold of me and tells me that isn't her job. She goes out of her way to look, and it turns out there is a 15' truck less than a mile away from me this entire time. So why did I drive 2 hours out of my way on my moving day to get this wet truck with no gas in it?
She tells me I just have to unload my entire move, take the bad truck to this location, get the new truck and redo all the loading into the new truck. I have a ferry to catch! We were already rushing because I accounted for taking 2 hours out of the moving day just to get the first truck.

I tell her this isn't possible and I want a refund. She opens a ticket for me and tells me someone will reach out in 3 business days and I can return the truck with as much gas as I had received in it. This was on February 21st.
I pay $120 extra at the ferry for the larger truck that I didn't want.
I return the truck and it has as much gas in it as it had when I picked it up, per your instruction. I receive an additional charge today for $278.50 for the missing gas!
I was expecting a full refund of the $856.31 I had spent originally.

Now it's February 26th. Technically 3 business days later. And you have just told me you had to reopen my ticket and someone will be reaching out in 3 more business days!

I want my money back and you should be lucky that's all I'm asking for.
This is the worst customer service experience I have ever had.