Customer Reviews for Auto KBL Inc
(U-Haul Neighborhood Dealer)

Évaluation :

3

je n'avais pas les couvertures que j'avais demander et que j'ai payé.

Évaluation :

3

The guy was really helpful and clear with the conditions. The service was excellent, above expectations. Merci.

Évaluation :

3

The part of giving back the truck was awful. The website online didn't allowed me to connect, saying that my password was wrong. I had to reset it more than 7 times to success. And it has success with my first password, that I changed multiples times... Then the procedure of giving back the truck was unclear : you ask to put back the keys in the box, THEN you ask to take a picture of the fuel level ? Once the keys are away ? That's not logic. So this is the only part that would make me not recommend UHAUL to a friend.

Évaluation :

1

Vos étapes et votre procédure sont tellement compliquées. Vous avez des agents incompétents qui n'offrent pas un bon service à la clientèle et qui ont 0 professionnalisme en plus bcp de temps d'attente. Vous avez bcp de choses à améliorer et honnêtement vous méritez pas le prix que vous m'avez chargé 

Évaluation :

1

overall the app is not userfriendly, it is super difficult to use the fonctions

Évaluation :

5

Criss de bon dude qui ma servi merci bcp. (Vive le Québec libre) (Free Quebec)

Évaluation :

3

The app didn't work well for the return of the truck. I needed to call someone to finish the return and it was long before I had the confirmation that I could leave. I needed to wait for a long time on the phone.

Évaluation :

3

J'avais réservé un diable, mais il n'était pas dans le camion.

Évaluation :

2

J'ai dû mettre les feux de détresses sur le véhicule pendant 15 min le temps de remplir le camion et la batterie était chargée. J'ai dû attendre 2 heures pour avoir un service technique pour recharger la batterie. Le technicien m'a bien fait remarqué que la petite batterie pour un camion est en cause. Une fois reparti, au lieu de livraison j'ai laissé le moteur roulé pour ne pas vivre la même situation au redémarrage et ont m'a quand même chargé la totalité de l'essence consommé. De plus, pour mes inconvénients, je n'ai eu aucune compensation sous forme de rabais ou de crédit ce que je ne trouve ne pas être un bon service à la clientèle. Merci

Évaluation :

3

Its imposible that you Charge 100 to clean when I clean the truck

Évaluation :

4

The application experience is so slow , loosing a lot of time for approval

Évaluation :

5

The truc worked great and I was happy with it. However, sorry but your app, and self-serve design, are absolutely terrible!! Here is some constructive feedback. First, on the morning I get there, with a lot of stuff to do, the app takes forever to locate me. Then it asks a bunch of stuff like a photo of my ID and either an extra ID like a passport (why would I have that with me???) or emergency contact. I give the emergency contact and you never did call her, not sure what was the point. Either way, why couldn't you have asked me to do these steps a few days early? By the time I left with the truck, it was 30 minutes into my reservation. I felt robbed of my time. Then when I got back a few minutes before deadline, I open the app and it shows me some photos of the box where to drop the keys, and it tells me to drop the keys. I do that, press ok, and then.... The app asks me to take photos of the odometer and gas gauge!! Why not ask before? Obviously I can't get in the truck anymore. Now it's 10 minutes past the deadline, and I'm stressing out that you will charge me late fees. The lady I talked to on the phone was very nice and understanding, but I mean come on..... The app is super unresponsive which is annoying when you are stressed out and on a schedule.

Évaluation :

3

The 24/7 service online sucks! Took me 35min to pick up the truck as the system didnt work as it was supposed to. Took me 1h to return as the photo didnt upload. You absolutely need the app and I dont like to be forced to download things. Very frustrating !

Évaluation :

3

Good Morning, Unfortunately my recent experience with U-haul was terrible. It was almost impossible to drive the truck since the cigarette smells was just nasty. I hope this situation changes and the next customer have a better experience Regards John Paez

Évaluation :

5

I had an excellent service. I wil definetely use this location again for my rentals. Merci

Évaluation :

1

The self-pickup experience was terrible. I arrived on time at the pick up location and started the check-in process on my mobile phone. The last step asked me information about my passport or my current lease. Obviously, I didn't think of bringing them with me. I gave the phone number of my partner instead, so that someone from U-Haul could call her and confirm my identity. That lasted 30 minutes. In the meantime, I tried to reach someone with the online chat and by phone. No one was available. At no moment could I talk to a U-Haul representative. Once my identity my finally validated, I was given the code to the key box. I opened the box, which was empty. I had to wait another 30 minutes til the pick up location opened to finally get the keys. The check-out experience was bad too. The U-Haul site couldn't get my location, even though I did authorize it. It left me hanging, so I just dropped the keys in the box. The U-Haul site is slow, unclear and really frustrating overall. I won't choose self pick-up again.

Évaluation :

3

Your application is absolute trash. And only for this I'll never use your service again. The user experience is terrible and the app itself is so slow. Fix this.

Évaluation :

5

I don't know but that owner is amazing and incredibly service-orientated! He was so helpful and really went out of his way to provide exceptional service.

Évaluation :

2

J'ai loué la voiture pour 14h30 mais j'ai pu la récupérer seulement à 15h. De plus, on m'a obligé à prendre une assurance de 20$ supplémentaires alors que ça ne l'est pas. D'autres part, pour rendre les clés, il y a eu plusieurs bugs, sur le site internet, qui ne m'ont pas permis de 'rendre mon camion'. Malgré que l'accueil est chaleureux, cette agence U-Haul n'est pas sérieuse. Je déconseille fortement.

Évaluation :

2

Your mobile application mâle me trouble, ´ce lots more than 30 mn to return my vehicle!!!

Évaluation :

3

My only concern is with the app / website to get the truck, which by the way is and excellent idea. : 1) I did not have much information in advance of what would be required / I was not able to start the process in advance 2) It was full of bugs 3) I could not make the app work to return the truck, it was stressful as I thought I would be charged more time The only reason I gave it a 3* is the truck was working and eventually I managed to rent the truck.

Évaluation :

5

The person was really nice and gave us an excellent service!!! Thanks

Évaluation :

2

La personne à l'accueil ne m'a pas permis d'utiliser le stationnement. L'application self-service n'a pas fonctionné. J'ai perdu beaucoup de temps avec ça.

Évaluation :

1

Came 30 min early. Was not able to pick up truck because app said the rental would be delivered by hand (instead of the 24/7 method). I then had to spend 45 min on hold to be told that the truck I was supposed to get had been returned too late and that the Chek up hadn't been done. So that's why the 24/7 pick up wasn't working. On that I'd like to note two things. 1. Why was I not informed earlier of that 2. Why do you, a million dollar company, cannot send someone to do the Chek up when KNOW someone is expecting that truck the following day (at 10 am mind you, there was plenty of time to come do the Chek up) The app still wasn't working when we tried to return the truck (said there was no service when we clearly had service). With that said, we still took the necessary pictures of the odometer and tank gas and will forward them when asked. I will never work with this company again. I think you offer a poor service. The only good thing was that I spoke to a very lovely customer service person.

Évaluation :

1

Abandoned place, dirty and stinky, full of scrap,.

Évaluation :

2

It was an abandoned station. The website was really not user friendly and the photo app wasn't working on Chrome, I had to do it all over with Safari. There was a lot of water inside the truck, I had fragile boxes and furniture that I couldn't pick up because of that. Very bad experience.

Évaluation :

5

The person at the desk who helped me was very helpful; nice and patient and even took the time to explain to me how to use the vehicle.

Évaluation :

5

excellent service rapide et sympatique

Évaluation :

5

Customer service at the pick up location was amazing. A special thank to the guy who helped me there with the rental. Super appreciated!

Évaluation :

1

Fix the app! It took 1h30min on the phone to be able to get the button « pick up your truck » and about 1h to return the truck. No one in place to help. The truck was not very clean.

Évaluation :

5

Just keep doing a great job!

Évaluation :

5

Très serviable :)

Évaluation :

3

Drop off was a terrible hassle with the mobile application. It would not pick up my location despite the 'location' setting being on in both my general settings and the u-Haul app. The app is very buggy as well. Every time I tried live chatting with someone to get help, I would not receive any of their messages, get disconnected from the chat and their messages would only appear once I was disconnected for 'taking too long to respond'.

Évaluation :

3

Anyone to help in case of a problem or issue, also no parking available due to many signals saying the car can be tolled

Évaluation :

3

In the front of the Uhaul (where you sit) was not clean at all. The customer service was ok.

Évaluation :

2

Votre application seulement en anglais est innaceptable.

Évaluation :

3

I had included furniture pads and there were none. Given the location has no personel it was quite problematic.

Évaluation :

2

Le responsable est arrivé avec 25 minutes de retard, j'ai donc pu prendre le camion avec 45 minutes de retard. Il ne s'est même pas excusé et n'a offert une explication qu'après un long moment. Un employé d'un autre UHaul, joint par téléphone, n'a pu m'aider, et me donnait l'impression que j'étais sensée finaliser le tout en ligne, ce qui était faux. L'expérience générale a été vraiment mauvaise - mais j'ai fini par avoir un service minimal, quoi que très en retard.

Évaluation :

3

I used the self pick up and the website was bugging saying we had to upload a picture but the picture was already uploaded. After a 40 min call with an agent we were finally good to go, 40 min late on our schedule for my moving. I could recommend the location but only if someone was to rent a truck on their opening hours so they don't have to use the self pick up method. Please review your platform

Évaluation :

2

Application complexe afin de prendre en charge la voiture et ce malgré ma sélection pour confirmer avec un membre au comptoir.

Évaluation :

1

There was no gas in the truck and I didn’t have a refund for the gas that I had to put to respect my contract.

Évaluation :

5

The person responsible was really patient and polite. That was some sort of error in the system. But he made everything that he could to fix it and turn the rental available. Merci.

Évaluation :

3

It was by far the worst uhaul exeperience I have ever had. The locaton was closed, first of all. Then you get there and you realize you have to "self check-in". And luckily, I had a friend with me that shared her data with me. What if you don't have data, or don't have a cellphone? And the photos kept being refused and I had to take them over and over again. It was the biggest waste of time. It took one hour when it whould have taken me 15 minutes.

Évaluation :

1

The automatic truck pickup really made us hate our first experience with U-Haul. Three days before we had called 3 times to report that our reservation was not linked to our account. We were assured 3 times that there would be no problem and that we would receive an email on the day of rental with the code to pick up the keys. Arrived the day of our move, obviously we did not receive anything! And there the long waits on the phone, the weak service in French language, the incompetent persons on the phone, the dysfunctional web site and the cellular application made us lose several hours of our move. It was a horror. A system that should be so simple is a nightmare. This will be our only rental experience with the company and we will never recommend them, on the contrary.

Évaluation :

2

The service is very good and fast. But the location is dirty and smelly

Évaluation :

5

It was not clear where I had to put the keys at the end, I took a screenshot of what was writted. It told me to put the keys in the orange box but also gave me another box number with the lock code to open it.

Évaluation :

3

Ordered a trolley, Never had it. The website had major problems when we tried to upload the pictures. And I had to pick up the truck at a location I didnt chose! So im wondering whats the point in choosing the location for the pick up when its not respected.

Évaluation :

5

Excellent service. Courtois et souriant. Je recommande chaudement ce Centre de location.

Évaluation :

1

No service, nobody to help, application does'nt work, talking only to someone in the USA for help... it's a no go for the futur.

Évaluation :

3

Ce fut long et compliqué lorsque je suis arrivée sur place pour récupérer le camion. La prise de photo ne fonctionnait pas à partir de votre application. J'ai dû refaire le code du cadenas à plusieurs reprises pour l'ouvrir. J'ai perdu 1h sur le temps de m a location. La personne ressource qui m'a répondu était aimable mais unilingue anglaise Il est inadmissible que votre questionnaire de satisfaction et votre service soient seulement en anglais. Une plainte sera faite à l'Office québécois de la langue française.

Évaluation :

3

The self check in wasn't successful at all. I was not able to submit the scans for my drivers license and the website kept bringing me back to the sign-in page. The problem kept repeating and as I kept signing in, the website eventually stopped allowing me to even enter my account. I had to wait on hold for 40 minutes before talking to someone, who basically told me it was a communication issue between my phone and the website (I have an iPhone 8) and that she couldn't do anything on her side without receiving my scans. Fortunately I had another phone to try the process and it worked then, but I really think this is an issue that ought to be fixed.

Évaluation :

5

La personne pour la location était vraiment professionnel et le camion était neuf comparativement à plusieurs camions U-Haul qui sont souvent très vieux et mal entretenu.

Évaluation :

1

Truck stunk and had some garbage in it. The truck was covered in snow and there was no brush to clean the snow or scrape the ice. Then when I tried to leave the lot the truck was stuck in the snow and there was nobody there to assist. I was stuck for 2,5 hours before I could get my rental.

Évaluation :

1

Nobody on site very complicated pick up process done by phone with an unilingue person, truck full of snow

Évaluation :

4

The person on site was very helpful

Évaluation :

2

I chose this location because I don't own a vehicle and it was in walking distance of my home. I knew the location would not be open over the weekend, but trusted the Uhaul 24/7 self pickup service would work. However, when I arrived at the location to pick up my truck, I was not able to perform self pickup because the truck I had reserved had not been prepared by the location. I felt very let down because my house move was being put into jeopardy. The Uhaul agent on the phone was only able to switch me to an enormous 20' truck or the smallest 9' one, or suggested I somehow travel to another location (which would have caused even more delays). I settled for a smaller truck just so that I wouldn't leave completely empty handed and would still be able to move some things today. The smaller truck meant I had to do 2 loads, which I hadn't intended to do. There was a big snowfall the day before my booking, and the truck did not come with a shovel or an ice scraper. I had to dig the truck out of the snow using a bit of cardboard that had been left in the cabin. This added even further stress to my day.

Évaluation :

1

Worst experience!!!!!!!

Évaluation :

1

You mobile application / web site need to be improved. Lot of bugs example: - in zip code field i was allows to set numbers only. - Some pictures could not be ulpoaded. - Localization cannot be checked in other browsers that chrom. - cannot dowload the app on andorid when google account country is Canada. - please improve the UI.

Évaluation :

3

The advertised hours were not respected, either for pick-up or drop-off. At time of pick-up, my call was answered. At time of drop-off, my calls were not answered and I could not leave a message as voicemail was full. The location is convenient; the van was in great condition; but the support service needs to be improved

Évaluation :

1

The Truck had shown me a check engine error, the distance i was planning on going the time is killing already, which was so inconvinient, As well even I did not mannaged to do anything with tte truck rather just drive I still paid a good $150, very disapointed

Évaluation :

3

Parking instructions not clear.

Évaluation :

2

When I returned the van, the fuel level was slightly ABOVE what it was when I picked it up. Yet, I was charged for fuel. You require photos before and after so it should be easy to verify, but I still got overcharged. I asked for clarification and did not get any. I'm a bit annoyed and I feel cheated.

Évaluation :

3

On m’a facturé un plein d’essence alors que j’avais remis exactement le même niveau qu’au départ du véhicule !

Évaluation :

3

The locker is not convenient and taking a picture of my driving license was a mess too. Otherwise quite good !

Évaluation :

3

Accueil courtois et amical à l'établissement. Par contre, l'employé fume à l'intérieur et l'odeur est insupportable. L'application mobile Uhaul et le site https://www.uhaul.com/Share/ m'ont fait perdre énormément de temps au retour de l'équipement en soirée. Le site et l'application sont remplis de bogues et la traduction est à moitié complétée. Le pire est que lorsque j'ai appelé pour obtenir du soutien technique, j'avais juste le choix de parler avec quelqu'un en anglais ou espagnol. Une chance que je parle espagnol! Le soutien technique en espagnol par Claudia Saavedra (employée 1349550) fut excellent. Une personne très patiente et compréhensive.