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It took an hour to get checked out. The employee had no idea how to check out the U-Haul trucks. Ridiculous customer service. I would never go back
I was patient with the customer service rep it was her first time renting a Uhaul She resolved the issue, Thanks Uhaul
Truck was a noisy, lumbering, windy (doors) piece of crap...but yes, clean. Horrible gas mileage (under 8 MPG). I brought it bach a full day+early and my bill was not reduced. I was also met at the dropoff and examined by a woman without a mask.
No one was at the location to complete the rental process. I called a number and a man named Chick answered and said he would have someone help me. I waited 45 minutes and contacted him after no one showed up to assist. He complthe paperwork over the phone and had someone from the car wash hook up the trailer. He asked me to contact him when I dropped the trailer off later that evening and I did. I left him a message to follow up with me as he said for my inconvenience he was going to help on the rental price. I never received a call back and was emailed a receipt 2 days later. I never asked for a discount but when your company offers one and then doesn't follow through it is not a good experience.
The person I had to get the keys from was not wearing a mask. The van was dirty on the outside, and the windshield was dirty.
Nothing
Happy
Need better customer service!!
I reserved a 15 foot truck and they didn't have one so they assigned a 20 foot truck, which was too large and had worse gas mpg. The windshield was dirty and the cab smelled like smoke and scented air freshener. It would have been nice for them to notify me of the change to a larger truck. If I had more time, I would have canceled and gone to another facility.
The truck had damage all over it. Also, I never used the dolly. The seal was never broken but I was charged for it.
We rented on line for 19'th ave and bel The computer feted is a truck at 3 rd and bell With no info given on the change We know we rented But went to the wrong location ?computer Glich
I am grateful for the help U Haul provided picking up the trailer I rented. I contracted the covid virus and was hospitalized. The trailer sat the entire time at a customers house. I asked fir a monthly rate on the trailer and was told that was not possible. I will end up paying over $2000 in rental fees. This is going to create a significant hardship for me because I have been unable to work as a result.of my illness. The fees in addition to my medical bills is going to set me back quite a bit. I understand U haul bears no fault in my illness i was hoping that a monthly fee or a discounted fee could be agreed upon. I am very grateful that Uhaul did go out to my customers residence and pick up the trailer that was a huge help. I am still hopeful that a reduction in the fees is possible. Thank you for your consideration .
My reservation was not ready on time. It was more than two hours late and they did not honor the reservation guarantee
The young man that disconnected the trailer was awesome. Very nice and personable. The young lady that checked the trailer in was very nice and helpful.
I ordered a furniture dolly and the employee at the gas station giving me the keys didn't believe that I ordered one because she wasn't able to see the dolly on her end. I had to sign into my account on my phone to prove to her that I ordered the dolly.
The cab of the 10' truck was not clean and the windshield was filthy. There was only 1 clerk on duty in the gas station/convenience store so either I, or other customers, had to wait while she took care of multiple transactions.
Cab smelled like cigarettes. The entire front of the truck was splattered with bugs, especially the windshield! I cleaned myself it cz it was gross. Other than that okay.
The truck had garbage inside. The truck seat was very, very hot from sitting in the sun. The attendant tried to be as quick and helpful as she could be in between taking customers.
I feel Uhaul just needs to explain the deposits clearer up front on how they work and how soon you get your money back. Especially since I did them a favor of bring a box trailer up to phx for them!
Lights didn't work on the trailer and it was the only one there. With a deadline I didn't have a chance or choice, I had to take it. It was scary, but it was okay during the day.
I did not like the fact that they could not give me my refund that I have to wait for a check in the mail.
Very fast and hassle free process.
It would have been nice to be told we needed a lock. First time rented and we didnt have a clue. Stopped at hotel with no lock
Great service! Easy to use and very affordable!
2 dozen blankets were reserved, but facility had only seven blankets available.
Be to work on time. Fill windshield washer.
Love the mobile check-in check out software! Very easy to use!
I reserved online for a four day rental. When I went to pick up truck I was given keys, and girl pointed to truck. Upon inspecting truck it was dirty inside and numerous dents, scratches and graffiti on the truck that was not marked. When I went in and said someone needed to come and look at truck, she did and just said they sent you pictures. I showed her the pictures and said none of the damage showed in the pictures. She was frustrated that I said I wasn't taking the damaged dirty truck without it being noted. I said I wanted a different truck. I stood at the store counter for over an hour while she was taking care of customers at the store and on the phone, trying to figure out how to give me another truck.. When I finally left with the truck, I asked if the return time was 11:40 instead of 10:00 since I was just getting it then. She said no, reservation was for 10:00! When I returned it the girl gave me a total that my card was being charged for Two truck. After standing at the counter for over Another hour with no solution, She told me to call at 6:00 in the morning and Erika would fix it. I had her write me a statement of return and left an hour and twenty minutes after taking the truck in.. I started calling in the morning for two hour with no answer. I finally called customer service and got it straitened it out. I have used U-Haul for many years, but after this situation costing my nearly Six hours of my time, with not even a mention of any sort of compensation from U-Haul, or even any real apology. I may go elsewhere for my next rental.
All personnel was courteous and informed of special offers. Will rent again!
Both the agent that took my booking and the agent that accepted the return did not know what they were doing. I had to teach the 2nd agent how to read a gas gauge for crying out loud! U-Haul looks bad when there aren't competent people to deal with. I'll work with U-Haul again, but I do not want to deal with this location again.
The experience, as a whole, was very good. However, the website, and picking up the truck was very time consuming and extremely frustrating.
Spectacular!
Very disorganized, I completed everything online, including payment. Still took 30 minutes to pick up the truck :-(. The staff was nice, just did not seem very familiar with the process
Having gas station in the location was very handy. Customer service was excellent. I was in and out with my uHaul truck.
Quotes were off from online to physical pickup. Time was an issue as processing my order took an hour to get out the door and on the road.
the phone number for this place isnt directly to uhaul and everytime I was transfered was hung up on, then the outside of trailer was full of mud and dirty, the inside was clean.
Quick and easy process. Very friendly customer service.
Speed up check out check in time,
It took way too long to reserve the truck and then the wrong size truck was reserved.When I went to pick up the truck, I sat there for over an hour while they tried to sort out the size of the truck.
Even though there was a computer issue it was handled very professionally and the U-Haul representative was at the location to help within 15 minutes which was incredible.
Guidance on where to return the truck would be helpful. It is a large gas station/car wash and I wasn't sure initially where to park the truck.
Very helpful....And took care of all my concerns.
Great customer service
Please keep the trucks in good repair. The wheels pulled to the left in the truck I had and this happened several years ago with another truck I rented. When on the road, it was hard to stay straight in the lane and harder with all the semi-trucks passing. It is especially hard with windy conditions. Please do this for the customers. Please give the customer training in how to drive a truck with a trailer. I got into a situation with my trailer because I needed gas and stopped at a gas station that was only meant for cars. I had to have three people help me out of the situation by backing and pulling forward. It was very stressful. The whole experience of driving the truck with an auto transport was very stressful to me because I had never done it before. Please keep the inexperienced customer informed of unexpected things that can happen. For me, it was traumatic as I had never done this before. The truck alone was okay but this experience was hard on me, and I'm still upset over it. I probably will never do this again. That's all I have to say. Last words, consider the customer in this situation. Thank You.
Larger area for vehicle parking. Had to ask beverage delivery guy to move his truck so I could pull out.
The clerk did not speak very clear english, and took an inordinate amount of time trying to send me a text link to upload driver license. Then tried numerous times to upload with her phone. NO Success! Finally got someone else to help and sent email which worked. She did not understand the process or options. I was there more than an hour even though I had completed the process online which was to cut my time in half.
Get more people to help. They try to run a gas station and uhaul line backs up and takes a long time.
Be precise in recording the level of gas in the contract. The contract had indicated that the level of gas in the truck was higher than 7/8 full. But when I start the truck, it was below 3/4 full. This can create a situation in which the customer is required to buy more gasoline than what they used. It might have been an accident, but at the same time, they should use caution in recording the gas level.
The key wasn't in the lock box and the clerk inside was very rude and unhelpful also I had to go to another U-Haul so they can cut a lock off the back door since the renter before left it
The window were a bit dirty and there was no windshield wiper fluid.
I believe his name was Keith, the gentlemen running the office, was very apologetic that he didn't have sufficient bodies to meet my appointment on time. He works his butt off and has a fantastic attitude. Pls get some folks trained and in the shop to accommodate the demand
The person that helped me wasn't familiar enough with the computer program to complete the transaction. Luckily there was a U-Haul employee making a deliver to the site while i was there and he was able to complete the transaction.
Great experience! Easy and fast. They went above and beyond for sure. Will use them again.
I wanted to rent a van not a truck from Phoenix to Tucson but it was not allowed. The vehicle/truck I rented was not safe for long distance freeway driving. It took me 4 hours when it should have been under 2 hours. The vehicle is unsafe.
THE ENTIRE TEAM AT THIS LOCATION WAS WONDERFUL. THE TRUCK WAS SUPER CLEAN AND THEY WERE VERY THOROUGH WITH THE PROCESS. i AM A FAN OD THIS LOCATION. VERY CONVENIENT.
You could improve the experience by not trying to slip unnecessary charges on the invoice and then act mystified when I call you out on them. They reversed it quickly but it still wasn't a good way to conduct business.
Not sure why I have to go Through all of the information to reserve the truck online only to have to do it again when I pick up the truck?
The only employee at the location knew nothing about how to handle the drop-off or the billing adjustment that we were told would be handled at the drop off location if we returned the truck early....which we did. We used it less than 48 hours of a 4-day contract. All she could tell us was to lock it up and give her the key. I had to return the next morning to try to correct the bill and then was told that NO CREDIT was due for an early return.
They didn't know what they were doing. I reserved for 9:30 didn't get the truck until almost 11am! Then the tank wasn't full and I told them that, and she tried to help me not get charged $9 but you guys charged me for basically not having a full tank even though it was verified that it wasn't full! Worse location to have a uhaul. The wait was insane and I still got overcharged!
