Customer Reviews for Diamond Automotive
(U-Haul Neighborhood Dealer)

Évaluation :

3

These Uhaul trucks have really poor visibility for night time driving. The headlights were not bright enough and add to the rain it made my drive some more treacherous once we were outside of the big city.

Évaluation :

5

Everyone was amazing. Ken, with U-Haul, helped me every step of the way. Joel Diamond, where I got the van from was also wonderful. I'm very pleased and thankful.

Évaluation :

5

Diamond Auto is very conveniently located and the process of picking up and dropping off via self-service was easy and convenient. Mr. Diamond himself is typically always around during business hours and super helpful and lovely to speak with.

Évaluation :

1

The main problem is UHaul's "self-service" pickup nonsense. I have rented from a different location a few years ago and that pickup experience was smooth and easy. My rental this week was a total pain. I will avoid doing this in the future.

Évaluation :

2

The service at the place was very poor and not helpful at all

Évaluation :

3

Being a previous large Uhaul dealership in Florida I felt they could have been more helpful. I basically had to call uhaul to check the truckout myself.

Évaluation :

5

Make clear that this transaction is strictly via internet. There is no face-to-face interaction with Uhaul personnel.

Évaluation :

1

The service was horrible. We were cheated. We returned it with a full tank of gas, and they charged us 60$ for gas. We are still disputing this with our credit card company and U-haul location. They are not being helpful. They were uncourteous, unhelpful and completely unprofessional. This location should never be used.

Évaluation :

3

The van had a huge scrape on the driver's side. The picture I was asked to approve did not. I took a photo and submitted it. Later I got a call about the condition of the van.

Évaluation :

1

I reserved a van for 8am pick-up at Agway Waltham, 54 Emerson Rd, Waltham, MA 02452. Someone from the national/regional U-Haul representation called me and said they didn't have the vehicle at the Emerson Road location (that the website said was available), so they switched my reservation to the Diamond Automotive, 614 Moody St, Waltham, MA 02453 location, where a van was available. The person at U-Haul promised me that I could pick up at 8am, and that I could use the app/online experience to make it seamless. I arrived at the Moody Street location (Diamond Automotive) around 8:10am and tried to use the app, but the app gave me an on-screen error (multiple times, as I tried numerous times) that I had to wait until the Moody St location opened at 9am! But Diamond Automotive WAS already open. I was standing in the shop while the app told me that I had to wait until they opened at 9am. That's frustrating because U-Haul service rep moved me to that location, promising that it would be open at 8am, and it was open at 8am, but the app wasn't functioning. Mr. Diamond was at the counter. He looked to be approximately 80 years old. I respect and admire my elders, AND he certainly did not move fast nor was he the most courteous. He asked if I had a key number from the app. I didn't because the app said the site wasn't open until 9. He said that I had to call a 339 area code number (local for Boston) on a sign in the shop to talk with someone who would be able to help me. That person had to manually go into the reservation and provide me the key number. Mr. Diamond provided me key, and told me to review carefully the photos in the app to ensure that there was no damage on the vehicle that wasn't represented in the pictures. As I reviewed the vehicle outside, I saw that there was a large dent in the sliding side door that was not in the photo. I took photos. I opened the sliding door to confirm the inside was fine, but the sliding door wouldn't close completely. It was going to be a hazard to drive. So I reported the issue to Mr. Diamond, who asked a mechanic in the shop about it. No one knew how that dent got there; they claimed it wasn't there when the last person brought the van in. After confirming that the sliding door would not open, they then had to give me a different van to drive. Fortunately they had one more van on site! I tried using the app to finish the registration of mileage and gas tank level, and the app seemed to crash after I uploaded the photo of the odometer and gas tank. It was very frustrating. I didn't know what to do, so I presumed that what I had uploaded was enough and I had to move on. At this point, it was already 9am, when I needed to head to my destination no later than 8:15am. Mr. Diamond's mechanic told me that when I returned, to log in through the app and leave the keys on the desk. I was able to move the equipment I needed, refill the tank, and return. I took photo of the gas tank level and odometer for my own records, and came back inside to drop off the key to the mechanic. He took it. I went outside to finish using the app, and the completion process required that I take the photo of the odometer and gas tank level directly in the app -- that I couldn't upload the photo. I had to go back to get the key so I could unlock the door to turn on the car and take the photo of the odometer and gas tank level. However, NO ONE was available. I called out "Hello?? Hello??! HELLO!!" for 5 minutes, asking for anyone, so I could get the keys again, but no one answered. There was no sound. Nothing. No indication of anyone there. I stopped saying anything and opened the door to leave, but stood inside for a second trying to think what to do. Then I saw the mechanic in the back of the shop walk past the door. I had THE DISTINCT FEELING that he had been there the whole time but hiding from me! I called to him that I needed the key again to take the photo of the odometer and gas tank level so I could finished returning the vehicle. He retrieved the keys for me and told me where to leave them when I was done. I took my photos to complete the vehicle return on the app, and again it seemed like the app crashed after the last photo was uploaded. No screen saying "thank you everything is returned and in order" it just shut down. I was frustrated and furious, so I just returned the keys to the desk inside the empty office and left. I WILL NEVER GO BACK TO THIS LOCATION AGAIN. ALSO, U-HAUL needs to ensure that the app is consistent with the hours of its vendors and even what the national/regional office says when a reservation is moved to a different location. ALSO, the App needs be overhauled so that it provides a confirmatory screen when all stages of registration and vehicle return are completed. THIS WAS A VERY FRUSTRATING EXPERIENCE and makes me very unhappy. I am very likely to dissuade others from renting U-Haul vehicles because of it.

Évaluation :

2

The guy came off like a condescending jerk. As if he was annoyed that he had these trucks to rent and that he was park of the check-in process. These trucks are suppose to be available 24/7, yet I was required to get the key from him behind the desk. I had to call some U-Haul rep to convince the guy I had a reservation because he wouldn't take my reservation number, only something with a truck number, which I didn't have. The app sucks too, it crashed multiple times when you exit it. I guess this is the all around experience we can expect when a company has a monopoly.

Évaluation :

1

This location is staffed by a person who insulted myself and my partner. The person on the phone was completely unhelpful and the check-in process was directed by hand-written signs at the store which contradicted the instructions I received online. I will never return to this location again and I will avoid Uhaul if at all possible.

Évaluation :

2

The alignment on the box truck was so off that it was very hard to drive. Transmission also needs to be fixed on the box truck as well

Évaluation :

5

Ken the representative was fantastic!

Évaluation :

2

Make the pick up process simpler.

Évaluation :

1

Uhaul booked a reservation and they were closed so I was unable to get the truck. I had to get another reservation and now I'm being charged for two uhaul reservations on my credit card. I called customer service today and they said I have to call the first uhaul associated store and have them reverse the charge on my card. Hands down the worst experience I've had, I don't think I should be charged for anything because of the uhaul incompetency. Would not recommend to anyone I know and will never be renting from uhaul again. I will go to Home Depot instead.

Évaluation :

2

You should check the truck before and after rental. I returned the Van I rented with the exact level of gas I took it, but they charged me for gas.

Évaluation :

4

The location is just an auto repair shop and there was no one on site that worked for UHAUL but the man (Ken) that helped me off site was great. He answered all my questions and was available when I needed anything. He made the experience simple and easy even though he wasn't there in person.

Évaluation :

5

It was excellent

Évaluation :

5

The entire experience was seamless! That I could even get a van when I needed it considering the timing was amazing. All of your agents went above and beyond to help!

Évaluation :

5

Everything excellent

Évaluation :

2

The person behind the desk was on what seemed to be a personal phone call. He said he would assist me but after 5 minutes while still on the phone directed me to the uhaul phone number on a piece of paper on the desk. I called and spoke to someone about the van, have no idea who this person was or why I was calling this number. After 30ish minutes I was able to obtain the van. The guy on the phone then asked me to go into the automotive place and ask the guy behind the desk a question only to be met with a condescending tone asking me if I knew where to drop off the key. There should be more information about renting from a non-uhaul location and what it entails. Also, the person picking up the phone should announce who he is and why we have to call or the person at the desk. The person on the phone seemed really nice and informative. It just seemed like a really shady operation. If I needed to rent from there again, it would be nice to have the phone number ahead of time so I didn't have to stand outside in 100 degree heat. Unfortunately, I wouldn't recommend anyone renting from here.

Évaluation :

1

We showed up and the only employee there didn't speak english. Then the owner showed up and he was rude. It took far too long to check out (we had to call some guy named "Ken" who was on vacation to get a key # before we could get the key). This place is a joke and hostile and reflects very badly on U-Haul's brand

Évaluation :

2

The system for picking up a truck was confusing and unhelpful. The fellow in the shop was friendly enough, but the need to make a phone call to set up the rental was a pain in the neck. The truck itself ran fine, but was not clean and was full of moving equipment I didn't need and which was in the way.

Évaluation :

3

The breaklights and right blinker were broken on my rental upon my arrival for pick up. This is unprofessional and unsafe and should be handled prior to be rented out to someone else.

Évaluation :

4

I LOVE the self-check in. The only thing I would recommend is that there is a progress bar on the web page as renters are being verified. It was unclear how long that step would last and the representative didn't respond to my question about it. The location was OK, but I also didn't feel super comfortable just hanging out there for a long time. Knowing how long things would take would have allowed me to find another spot (like the 7/11) to be.

Évaluation :

5

Online reservations with less options to click through

Évaluation :

5

We were fully satisfied.

Évaluation :

3

The location seemed to know what was needed from me when I arrived; which was the truck number. But I wasn't given it when I booked. I called the phone number the gentleman at the counter gave me, voicemail. I called u-haul 1-800 number and the two ladies that I talked to had no idea about the on-site process. They just said the confirmation number should be sufficient. Eventually the rep between uhaul and drop off location called me back and checked in me, and gave me a truck number. His cell phone should have been given to me when I booked. Or a sign should be put up for Uhaul customers to contact the rep, with his contact number to check in. Return process was very easy. Pick up was frustrating initially.

Évaluation :

5

Good service keep doing good job Ireally appreciate it thank you

Évaluation :

5

Best service thank

Évaluation :

5

Ken, the area field manager came to help with my unique hauling task on hand. He went above and beyond to make sure I could use UHaul services in full. He is a gem and the reason why I have decided to use UHaul more often from now on. Merci!

Évaluation :

5

Ken Richardson is always super helpful. Thanks Ken

Évaluation :

5

Everything was fine.. there was a little trash inside the van and the oil light kept coming on, informing me to add oil to the engine... other than that. It was Perfect.... Thank you U-Haul!!! :)

Évaluation :

1

I was wrongly charged rental for 2 days even though I had returned the vehicle within 7hrs of renting it. Have raised a request for reversal and am told that it may take 3 days for getting disposed!!

Évaluation :

5

Very helpful staff. Very friendly as well. No hassles!

Évaluation :

1

The main issue is the U-Haul reservation experience: for example, users should be *asked* whether they want insurance. It should not be the default choice. I did not need or want insurance. Online, I explicitly chose not to have it and I have a screenshot that verifies this. But unbeknownst to me it was part of the contract I received in Waltham. Did the pickup location override my selection? I would appreciate a refund. Merci.

Évaluation :

3

Service provided at location is good. However, online reservation system to confirmation process is not the best. In the last 7 months, I have used UHaul twice and both times my reservation could not be honored for the equipment requested. Fortunately, I am able to make it work, but it frustrating.

Évaluation :

4

Other than a couple of packaged food items left in the truck that were not cleaned out, everything else was good.

Évaluation :

2

I've used U-Haul several times in the past and have always had a great experience. However, this time was not so good, for the following reasons: 1) When I called to booked the U-Haul, I asked for a vehicle large enough to fit a queen-sized mattress and confirmed that several times with the representative, but unfortunately it turned out not to be big enough so I am going to have to find another way to transport the mattress. 2) Upon dropping the vehicle off, I tried to follow the link to the website to complete the process, but it would not let me upload my photo of the odometer and gas gauge. 3) I called customer service to work this out and was transferred several times before being placed on hold while I sat in the parking lot waiting for assistance. I eventually gave up and left the vehicle in the lot.

Évaluation :

5

They were great and the location is convenient.

Évaluation :

1

DO NOT RENT FROM HERE. The van had trash inside and hadn't been cleaned out when I picked it up. The owner was rude and inattentive. Then they overcharged me by almost 100 more miles than I actually drove.

Évaluation :

1

On the pick-up, they tried to charge me for insurance without my permission. Then it took them an hour to remove the $200 charge while I waited. When I finally got the van, it only had half a tank of gas and was FILTHY forcing me to sweep it out before using it. I dropped the van off clean and with a full tank at 4:00 PM. Diamond said they would send my receipt in email. The next morning I'm getting frantic phone calls from Ken, the regional manager telling me I need to drop the van off. Finally, at 12:30 I get my receipt confirming everything. I originally made my reservation for River Street in Waltham, and allowed the home office to redirect me to Moody Street. I will never allow that to happen again. Moody Street is not a reliable location.

Évaluation :

4

Vehicle choice was slim as this is a partnered pickup location, not a Uhaul branded location. But they had the van I needed! Great staff.