Customer Reviews for Mateo Express Shipping LLC
(U-Haul Neighborhood Dealer)

Évaluation :

5

The curbside concierge who checked me in was awesome. Helped out when I couldn't get the app to work.

Évaluation :

5

My opinion, keep doing what you are doing, this Uhaul location as far I concern , is obove the others locations , the treatment towards clients is super, it took , few minutes to get my truck & equipment. Keep up the good work

Évaluation :

3

The employee went above and beyond to make sure I got a credit back for the gas tank I filled up by mistake

Évaluation :

5

Excellent customer service and tremendously capable staff. Fortement recommandé!

Évaluation :

5

Amazing place to rent!

Évaluation :

5

Attendant was very helpful, great experience!

Évaluation :

2

Be polite; Headlight in the truck was out, and the check engine light was on. Truck did have some trash in it when picked up. Had to walk several blocks from the location to pick up the vehicle.

Évaluation :

1

Go somewhere else.

Évaluation :

4

Make sure you check those vehicles when they turned in that way the next person to get it in decent shape overall very good

Évaluation :

1

Very bad service from the old, impatient, unprepared and unprofessional man who was working there. He was literally yelling at costumers and making fun of us. I'm happy to share his picture if you want me to.

Évaluation :

2

You need to educate your employees. He was asked my name "He responded with my first name then my last name he said some shit. For instance, John and some shit. It was a snowy day, the employees never remove the snow from the van. I had to do it by myself.

Évaluation :

5

No room for improvement. I had a great experience and was accommodated accordingly especially since I was issued a newer model van. Highly recommend this location.

Évaluation :

2

An itemized receipt was electronically signed for me without my knowledge or consent after being overcharged $80 for miles that weren't put on the vehicle (drove a total of 6,4 miles and was charged for nearly 60). Customer service has been almost impossible to get through to. Definitely will never rent from this location again seeing as they go above and beyond with trying to undercut and rob their customers.

Évaluation :

3

One thing that annoyed me was that the mileage on the odometer was 10990 when I got into the van but after I drove about 2000 feet it flipped to the next mile so I felt I was cheated for that first mile. It would make customers feel better if you started counting from the next mile to avoid that situation

Évaluation :

3

Could use some guest relation Improvement.

Évaluation :

2

The pick up in Brooklyn was a disaster tho. I got there at 10 and it said it opened at 9 and the lady wasn't there. Some other guy was trying to get her on the phone and we called and texted several times. Finally she answered. I ended up having to drive a 15' truck despite having reserved a smaller truck because the guy said they don't let small trucks out of state. Then he told me to walk 3 blocks to find the truck and it wasn't there. I had to call back and find a different location where the truck was parked. All of this while standing outside a locked door because the lady wasn't there and it was 15 degrees outside. Really terrible customer experience. But when I got to Mass Ave in Boston it was fine.

Évaluation :

5

Awesome attendant out front helping me park and great customer service

Évaluation :

1

This place was unprofessional, unorganized, looks like a trailer park with workers who are heavy influenced under Crack Cocaine. Never again.

Évaluation :

5

Great experience!

Évaluation :

1

No one was in the office when I arrived. I waited and there was poor communication. Disorganized and confusing. The truck I rented smelled and there was urine in the back. The owner cleaned upon request but it was still disgusting.

Évaluation :

5

Thank you all for the amazing customer service support. It was the best experience I have had.

Évaluation :

1

This location was definitely the worst UHaul experience I've had. The manager was very difficult to reach and there was no "office". The address provided was just someone's house and a child answered the door. The only way to contact someone was a phone number written in sharpie on a piece of copy paper that was posted in a window. The problem is that when you call, the number is almost always busy… When you finally do get in touch with someone, they send the manager to you. The manager was not nice at all and seemed very "put out" with helping anyone. They also did not have any dollies available. I would not return here and I will make sure that my friends rent from a different location.

Évaluation :

2

Latch on truck was broken. Why was this truck still in service ?

Évaluation :

3

I just park the truck with the keys inside since it was stuck

Évaluation :

1

The guy who did pick up was hugely rude. There was no secretary or real desk. And it's a horrible street for parking. This is a terrible location. Moreover, I was charged unfairly. I booked for 11, I didn't get my car until 11:45. Then I returned it at 430. I paid for a dolly I never received. I want these charges back.

Évaluation :

1

I paid for a dolly when I made the reservation, and the truck did not come with a dolly. I told the service worker at the site and he told me to call the number posted on the door (the number I called at the Uhaul site to actually verify my reservation so the worker could give me the truck keys). I called the number 3 times that day and they never answered, I left a voicemail and they never got back to me. As far as I know I was still charged for the dolly. The truck also had barely any fuel in it- less than a quarter tank, so I had to fuel it up immediately just to feel comfortable driving it and not running out of gas.

Évaluation :

1

Dirty truck, with nails in both back tires. Left and right. Had to repair my self. Truck had spray paint markings on the side. Looked like a hoodlum van. Simply embarrassing driving this van. Would not recommend to no one. This location, nor uhaul. So many hidden charges

Évaluation :

4

Good people. In and out quickly.

Évaluation :

2

An actual office open for business instead of working out of someone's house. Also clean trucks that don't have the sides completely covered I. Graffiti

Évaluation :

1

the storefront I rented from didnt exist! Literally. the place i confirmed three times would have my car vanished thia week ans no one told the customer. It caused me to lose an important job and a significant amount of money along with it. i have filed a complaint and will continue to consider this matter which, while rootee in neglence/incompetence really amounts to fraud

Évaluation :

5

The fastest and best experience so far

Évaluation :

4

The self-pickup is a joke. I set it up for self pickup and when I tried I needed to call Uhaul and wait and wait on hold to be told I could get a van elsewhere. Mind you it was pouring rain and I picked this spot because it was close. No offer of money off or apologies or even a reason why when booked online my self rent feature/van was gone. Check the weather for this date at 11:30 until 12:45 when we finally got the van we reserved for 12 PM. There needs to be better communication between Uhaul and the people they contract out to. I really do not think I will use Uhaul or this location if I really need to book something on time. The guy who works here was nice and straightened out what Uhaul proper f'ed up but do you really want to wait in the pouring rain on the phone with Uhaul for them to NOT help you and suggest you walk another f'ing mile for something you booked cause it was close?? Do not use the electronic booking if coming here call them or stop by do not trust Uhaul online you rental will be ready rain or no rain. It's great to think I could rent and return just by taking some photos but it's a lie. The van I got was jacked the hell up with damage not even show on the photos proving the wrong takes another ten minutes of your time using the app Take a picture of the roof on a 8 foot tall van sure. Only saving grace of this location is the staff working there just do not use self check out.

Évaluation :

1

The car smelled urine and was dirty. There was also a warning light regarding one of the tires. The location wasn't open on time and the car was vandalized with graffiti.

Évaluation :

1

The location was outside, no office, just a guy who pointed to a phone number to call a lady in an office somewhere, which was super confusing, I had to put her on speakerphone to speak to all 3 of us. Then when we returned the truck I didn't get the receipt for hours and had to call for it, AND I WAS CHARGED TWICE, with two different prices. I've rented uhauls many times and it's never been this unprofessional.

Évaluation :

1

Unprofessional customer service, Hard to get parking when return.

Évaluation :

1

I had to call multiple number to get the person responsible as he wasn't there, the keys were given to me by some person on the street who seemed to be taking care of things. I brought the truck back when I said I would and gave the keys back to the same person. I also had the person on the phone and told him I had done so, which he acknowledged and thanked me for. I had the truck only for 4h but only received an invoice the next day, with my order changed for a dropoff the next day and charged for 3 time periods and an off house dropoff (I dropped it off well within business hours 4h after pickup and handed the keys back in person!). I tried calling back all the numbers but the person never answered again. I had to start a complaint with U-Haul, but I don't have any proof that I dropped it off on time (and don't know what I would have done to do so), as I never had an issue like this before, so am pessimistic of my odds of getting reimbursed the outrageous fee I was charged (more than double than what I should have paid!)

Évaluation :

2

Truck was dirty, gas was empty, tire needed air, truck full of graffiti

Évaluation :

1

lobby closed for renovation. There's a number to call written on the outside but the line isn't connected to anything. Saw another group of people struggling to get ahold of anyone who worked there

Évaluation :

2

The office was opened 30 min later than advertised. I had to wait until office representative opened the door. It was clear that the individual had a rough night.

Évaluation :

1

Horrible customer service, attendant is rude and operator is fairly aloof. Vans and trucks at this location are unmaintained and uncleaned. Unfortunately this is a convenient location in Bushwick so you just have to put up with it. Good luck!

Évaluation :

3

Convenience was excellent!

Évaluation :

5

Person very helpful checking in return of equipment- quick process ; Thank you.

Évaluation :

1

It's always a problem with mileage and fuel charges . Unacceptable !!!!

Évaluation :

1

I registered online and rent A LOT of U-Hauls. This location is a guy on a porch, and a garage with no roof and a sign on the door with a phone number on it. You call the number and an operate has you go through everything you just did to reserve online. My van had a tire pressure warning on the Left Rear Tire, which is not a deal breaker, but I am sure not going to fill it, and it makes it hard to take photos of the odometer. The 'agent' who handed me the keys said not to top it off, but bring it back with the same gas. I did and took photos when I left and returned. The gauge is in exactly the same place. The location charge me for 3 Gal Fuel Charge, $5.75, which I am contesting with U-Haul now... because the chances these guys put gas in after (or filled the left rear tire) are ZERO precent. I would avoid this location in the future.

Évaluation :

5

Love the quick and affordable service. Their professional services was appreciated

Évaluation :

2

Did not receive or access the Uhaul on time or in a timely manner. My phone calls were left unanswered. The key was not in the place were I was told to access it.

Évaluation :

1

Need better customer service, the location was extremely poorly managed, the guy renting the trucks out was very unprofessional and rude. There wasn't even an actual office, I would not recommend this location to anyone.

Évaluation :

1

Very poor communication Very poor customer service

Évaluation :

2

When I asked where the dolly and appliance dolly I had ordered was I was simply told that, "we don't do that here." So a move which was supposed to take 3 hours instead took from 9:30 - 21:00 because I had to lug around heavy furniture and drag them up stairs without any equipment. At the very least insure that locations are always stocked with the equipment that can be ordered online

Évaluation :

1

I picked up the truck a Matteo Shipping and the person who attended me was very unkind. For me it was a bad experience.

Évaluation :

5

Truck was clean but the outside was not in good shape

Évaluation :

1

Very low service poor and disrespectful and everything

Évaluation :

1

Clean your vehicles, don’t scam people, don’t be condescending and rude to customers (especially your neighbors), and learn the basics of customer service.

Évaluation :

3

No handtruck available even though requested. Vehicle needed an oil change.

Évaluation :

4

The Service was good . I had my vehicle within minutes . The Previous Customer or customers had not cleaned the van . It smelled like garbage was haul .This was not the employees fault . The Drop was so easy after a long day and being exhausted. A gentle named Mr Mateo helped with the drop off he took the keys and said he would assure the vehicle was parked and safe . I will Definitely use this location again.

Évaluation :

1

Better costumer service

Évaluation :

4

Has bad reviews at this place so I was unsure. Guy running the place is a character for sure but overall nice guy who does his job and is very capable at it. The place didn't have a dolly so the guy let me borrow his own at no additional cost.

Évaluation :

1

In this location agent tried to charge me 2 days even my resarvation for 22 hours.And this agent also cancelled insurance by herself i never asked it for.I had to walk 6 blocks to get the car from their address

Évaluation :

1

I want a manager to call me - I have already requested this. I also want a refund and I have sent the below inc photos to the customer care email I had my international license approved and verified online in order to collect at this specific location but when I arrived they said they didn't accept international - the first I was ever told this (and I have rented from the same place 10 months earlier with the same license). I was then passed through 3 different customer care providers on the phone totalling 40 minutes, and told I needed to go home to get proof of my US visa and head back to the location. After that everything was verified but I was delayed almost TWO HOURS. Therefore, the location was INCORRECTLY telling me that they don't accept international licenses because they DO but you just need additional proof which would've been fine had I been TOLD UPFRONT. Or at any other point during the first 1,5 hours. They kept telling me to go to a different location but when I checked they didn't in fact have the van I required. The van itself was a MESS. The bumper was falling off and stuck together with tape - I had to get more tape. The Van had a warning light immediately to have an oil change - I had no idea how long that had been on for. The van was filthy but I was already 2 hours delayed, there was graffiti all over the van. I paid for a Dolly and there was no Dolly. The office space is disgusting, filthy and smells like urine. I didn't have time to get all this logged because I was ALREADY 2 hours delayed and I had to get to Jersey for 2pm. Once I was on my way in the van (I booked pick up for 10am, but didn't get the keys until 12pm) I got a text saying the van was due back at my original time of 2pm. I then had to call the Uhaul number to get this extended when I asked on the phone multiple times for them to handle so I wouldn't need to continue calling the company. I want a partial refund for this terrible experience and no I would NEVER recommend this location. They were unaware of the actual situation (saying no international license instead of extra proof required), they didn't have all the things I needed (dolly), and the van was awful.

Évaluation :

1

Vehicle was dirty. Had graffiti all over it. Smelled like smoke inside. The guy made me walk 7 blocks to go get the uhaul and he was literally smoking a cigarette while gave me the keys. My hair amd clothing smelled like smoke and my kid has asthma. Disgusting!

Évaluation :

2

The woman on the phone was really hard to communicate with. I had to spell out my name at least 6 times, and she wouldn't give me a number to just text the name out to even though she couldn't hear me. In the end she still spelled my name completely wrong. She kept pausing in between questions and I'd have to ask if she's still there to finish giving her all my information, I ended up being on the phone with her for over 20 minutes just for basic information which should've taken 3 minutes. We also had to wait for the keys for about 30 minutes, because the young man was locked out of his office. This all delayed the process a lot, and we ended up having to drive during rush hour - causing us to pay extra for time and gas. I was also asked to confirm and sign a contract with pictures of the van looking clean and new, when all the vans actually had graffiti on them. When I told the lady this after she asked me to sign, she said "that's up to you ma'am". The service was just very unprofessional and almost a little untrustworthy. I believe I got charged slightly more than I should have, but I was able to move all my things and come back in time for them to park the van for me and take the keys - so it worked out.

Évaluation :

1

At location nothing. . Bad services your business is conducted on the street. Van was full of fog hair not clean at all.

Évaluation :

3

Charged a cleaning fee for no reason

Évaluation :

2

The front windshield was cracked, the steering felt off and just not safe to drive, so I just returned it way earlier than I rented it for. Totally not worth it.

Évaluation :

3

The dealer should wipe down the interior after each use.. If I'm paying retail and full price it should be cleaned out after each rental. It was dusty and empty bottled water, the dealer has people there to clean it. THIS SHOULD BE A NORMAL REQUEST.. NEXT TIME I RENT I'LL ASK FOR A CLEAN VAN.

Évaluation :

3

Vehicle had a parking ticket when pickups

Évaluation :

4

My only problem is that I had.missing equipment

Évaluation :

1

That place should not be giving uhauls. That's the second time I went there to rent one and they are an absolute disaster. Both times. There was a screaming man outside who didn't even have access to the inside of the store and made me do a mobile check in even though I requested counter. He was really hard to deal with and always yelling and on the phone with someone trying to figure out the check in. He had no clue where the uhaul Was parked and made me walk 6 blocks to get it. It took forever to check in and he was not very nice. It was really difficult to deal with this place and again it was like this both times I went but this was the only place that had the time I needed. Would never go here again

Évaluation :

2

First of all, I had a reservation for 5 and didn't get it until 6 which made me unable to finish cleaning out my storage in an appropriate amount of time. Second there was trash left from the last guest that I took upon myself to remove for fear of being charged for trash that wasn't mine. Lastly I tried dropping the uhual within the same day (and did) however wasn't aware of where the key drop off was so unfortunately I had to keep the keys til next morning and was charged for extra day even though i did everything in my power to return promptly. Bad location. No help from uhaul.

Évaluation :

2

It was cheap to rent which made it worth it. It was very difficult to find, the uhaul building is actually just a wall with nothing behind it. The older gentleman working it is actually pretty cool, but he needs help. The location would benefit greatly from a parking lot or at least a few designated parking spaces. I spent about 20 minutes driving around looking for a parking spot at the end. The Dolly I ordered wasn't in the car. I would still recommend it because it was cheap, but it was a very difficult process.

Évaluation :

1

Location and place was fine my complaint is more with actual uhaul. So beware they did not at any time mention to me that by extending my U-Haul, my rate would change. What they told me is extending a U-Haul will be another 19,95 for the day and any additional miles that I used to be billed at a different rate which I agreed to. My original rental included 100 miles the miles that I used was 104 so I went over 4 miles and basically got charged an additional $130 on top of the 164 Horrible customer service would not be renting again.

Évaluation :

2

Vehicle not ready upon arrival. Extremely dirty, missing dolly and furnitures cloths. Employees were helpful but unprofessional.