Customer Reviews for Whispering Pines Motel
(U-Haul Neighborhood Dealer)

Évaluation :

3

Everything was fine

Évaluation :

1

Customer service here was incredibly bad, the front desk attendant was not able to communicate well. Also I ended up having to push her to call U-Haul after she told me repeatedly for 15 minutes or more that the truck was not on the lot. Then magically she remembered the lockbox and told me it was around the corner of the building. Obviously she knew the entire time that the truck was there but was disgruntled over interactions with U-Haul since this is primarily a motel location. Pretty bad look there for all involved.

Évaluation :

3

None. It was fine.

Évaluation :

1

This mom & pop U-Haul operation is operated by an absentee franchise owner, that relies on employees at the motel to do rentals, with no knowledge of equipment, rental terms, or ability to support rentals. While the trailer was clean (new) I had no confidence that it was reviewed before re-renting. The double axel trailer rented was too heavy to lift onto truck hitch, with no trailer dolly to lift. I actually had to break out my truck tire jack to lift it up high enough to hitch it!! In addition, the trailers are parked (returned) so close to the motel parking where guests park, that there is not enough room to even get to the trailers for hitching without getting them to move cars. Finally, without staff on site dedicated to U-Haul, there is no way to ask any questions about the rental, or to determine what if questions concerning costs or returns. Just a horrible experience, and an operation that should be investigated by U-Haul

Évaluation :

5

The mobile pickup application process times out too quickly. By example, while reviewing/verifying all of the information it timed out with an "error message" before I could completely read and respond to all og the questions. Thanks, Adrian

Évaluation :

1

My 1st experience was a disaster. However, I needed a trailer for about 1 1/2 hours to move one piece of furniture and figured I would try again, since they were the only rental place within about at 35-40 range (live in a rural area). Once again, customer service didn't exist and additional fees included on my bill plus they signed the paperwork at my name and I never saw any paperwork form them. Apparently, this is because they are a 3rd party U-Haul operation. The operator was not present when I returned and the people there didn't know what to do. If you want help hooking up your trailer, or an inspection to make sure the tow package you have is adequate for what you are renting? Don't go here. Their child (approximately 7 years old) took the photo of the hooked up trailer and I'm not sure she knew what she was suppose to check for or photo. Only a law suite waiting to happen.

Évaluation :

4

It was an after hour drop off and went fine.

Évaluation :

2

Location is new. It's connected to a motel. I called before I visited and no one answered. When I arrived, I had to ring a bell twice before someone came to help me. They could only rent to truck to me if i reserved it through the U-Haul app. No one could answer my questions and no one explained anything to me. Poor experience overall but glad I was able to get a truck in White Stone, Va.

Évaluation :

1

Having rented may trailers from many different U-Haul locations and by far this is the worst experience I have ever had. The Whispering Pines Motel operation has nobody to hook up trailers or assist in hooking up the trailer (which every other rental location provided and insisted upon. Thankfully, I have the experience to be able to do it. The U-Haul operator never checked to see if it was properly hooked up (could have been the potential for disaster). The first trailer they offered me was three vehicles deep and all parked on wet and muddy ground and I refused to move the trailers to access the one assigned to me. They then assigned another trailer that the lock down mechanism would not turn. Then I was directed to a third trailer in which the roll up door was not functioning/open. The next trailer assigned, it's gate could be opened, but with extreme difficulty and the inside was dirty. Finally, I found a trailer that was somewhat workable. The door locking mechanism and door dropped down so that you had to lift the door and turn the locking mechanism at the same time to function. In addition, I had to pull the trailer out partially by myself from a wet and grassy area with extreme difficulty. I hooked up the trailer and the safety chains were extremely long and had to be wrapped several times around the trailer tongue. Only one of the chains had the rubber locking device to ensure the chain would not disengage from the hitch. I had to check out the electrical hookup myself to ensure the lights were operational. The operator came out to photo my license plate and hookup prior to leaving. I Never signed any paperwork, nor was I given any contract prior to leaving the premises. Upon returning the trailer, they never inspected it or provided any paperwork. The next day I received a receipt with two items I was billed for that I never requested or received. When I called to inquire about the incorrect billing, the person answering the phone was in capable of understanding me and a child took over the conversation and said to use app or contact customer service. Although the 800 operations group were great in getting the additional charges removed and offered a small gift certificate, I would have rather they have done their due diligence and not allowed this operation to represent U-Haul.

Évaluation :

4

the check out was quick and easy

Évaluation :

3

The contract should not be issued until the correct equipment (number and license plate) is located on the lot and the customer has agreed to that piece of equipment. It makes the drop-off of the equipment difficult when the number and license plate of the equipment you are returning does not match what is on the contract. Language issues also made the rental difficult.

Évaluation :

5

Rental office was spotless. Manager was courteous and helpful. Verbal communication was challenging. Overall, I would recommend the franchise and i plan to continue to use this franchise.

Évaluation :

1

No one at the location at our pick up time knew how to complete a rental or spoke enough English to communicate why. We waited 30 minutes for another worker. She called someone and left a message then never communicated what was happening as she counted out her cash drawer. When I asked repeatedly how long it would be she could not say. When we finally got our keys they did not know where the truck was parked so we had to walk around looking for it. Truck was dirty inside. As soon as it warmed up the transmission clunked heavily into 1st and 2nd at stops. We returned it a day early and went elsewhere to finish the move.

Évaluation :

1

business is treated like their living room

Évaluation :

5

Nothing based on my experience. Return was only about 5 minutes.