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ROBERT F
Customer Reviews for Monroe Auto Glass
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
Les commentaires de nos clients sont extrêmement importants pour nous. Nous en tenons compte pour guider nos efforts et améliorer notre service. Tout ce qui suit vient directement de la part de nos clients, sans filtre ni modification.
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Everything was good
Rehul SWe got to the location and checked in and waited for someone to approve us. When no one did we called and were put on hold. We lost 30 minutes of our rental time waiting to be approved for the rental. We returned the vehicle 15 mins late and were charged for an extra hour. Very unhappy about this.
Cheryl TThe self pickup process was confusing and it took 45 minutes to work our way through the app process. The next time I would try to find a pick up area where staff are present and the key is picked up from a person.
Daniel LUhaul customer service was deplorable
Gaetane BOnline check in should be easier for repeat users.
RYAN SI know it is a vehicle share program, but it would be nice to have the vehicles cleaned out after every rental. I always do my best to leave the vehicle cleaner than how I received it, however it is not always the case when I pick up. I find I have to wipe everything down before I start my trip. The location and staff at this location are amazing. However the internet is not the greatest, so trying to pick up and return online was difficult.
PATRICIA CAlways great service from these folks!
GARY GPerhaps the lady could be more accommodating , she seems piss off to extend help in figuring our password… as early as 9am she seems doesn't care , bossy almost arrogant in a way. Anyways it went well with our moving and that's what matters most.
carmela dthe truck we reserved was soiled. they made us take a larger truck at a higher price. My card has been double billed and I'm still waiting for a call back to resolve.
Martin KConvenient location and great staff!
GARY GThis is a remote location and although I did the pre check in, I still had difficulty checking in as the system asked for the pictures again and was having trouble recognizing my face. The drop off was also problematic and after getting to the end I realized that when you say "picture of driver side or passenger side equipment " you really mean the driver and passenger sides of the vehicle and not the interior. I was unable to open the lock to put in the key as the code given doesn't seem to work so I eventually went inside the Monroe shop and the young lady offered to take care of it.
Abdool AThe rental process was very frustrating, using the app. It took a lot longer for pick up and drop off and in the end wasted about an hour of our moving day trying to figure out the whole process. At drop off, we had to contact support because it would not access our location only to be told that we had to use the website instead of the app, after wasting 10 minutes watching it spin. I purposefully chose a time when the location would be open so that I didn't need to worry about technology and had someone to help and was disappointed that I HAD to use the app.
Erika RThe vehicle cab portion was unclean, not with garbage, just has not been cleaned of dust and dirt buildup. The truck had not been used in a while and was covered in dust on the outside windows, unfortunately there was not windshield washer fluid to assist in cleaning the front windshield. The drop off portion at 9pm is not ideal, it is dark, you are asked to take pictures of the exterior of your rental in a dark rear parking lot. And the key drop off is located up against the building with no lights, we had to use the headlights of my personal vehicle to assist me with returning the keys. Convenience perhaps in using the app to pick up and drop off, but the process is lengthy and not ideal during the evening hours of a commercial area.
lorelei mI believe trucks should be cleaned after every use. Especially since we just went through covid. Also don't care to use app as much as I did if a live person is on site. Just a slow process if your not use to app. Or if there are problems
Christopher SIf it weren't for the staff at Monroe, I'd have cancelled my order. Your app is terrible, I am actually a designer but I couldn't even log in. Garbage, every time. Thankfully, they were helpful.
Brian HVery poor customer service. Was charged for insurance though I didn't opt for that. Also overnight service...
Adeniyi OWhen I booked on the phone I was told 0,5 cents per KM but I was charged nearly double. I have emailed twice to UHAUL but no response.
Allen BExcellent customer service. No ability for the location to credit approximately $95 in fuel when closing the rental agreement. Totally inconvenient and ridiculous to ask customers to call head office to claim a $95 credit owed.
RONALDB MMake sure snow is cleared from vehicle surrounding. The truck was stuck and was hard to come out of parking spot due to snow. It was sliding and wheels kept spinning with no traction. Make sure tires are good as vehicle tires was bound to slide on any snow present.
Dana KEnsure trucks are cleaned before he next renter, and place dolly in truck for customer.
Roger DVery pleased with my experience. Service was great, pricing reasonable, process was simple.
Patrick FNothing. I was treated well needs were met quickly. Overall excellent experience
Chantelle MYou gave me a car without winter tires. Almost had an accident. I WOULD never recommend your services to anyone especially in the winter period.
Bawo MCharged me 2 different fuel charges, I put $30 in the gas tank as soon as we picked up the truck because they gave us the truck with no gas in it. Said return it with the same amount it came with, which was NONE. I also paid extra for a dolly that was not given to us. I want the fuel charges refunded. You also charged me $1,75 per km when online it was advertised as $1,09 per km. Not impressed at all. Also the security deposit was never returned. Charged me $77 onto my bill when I put $30 in the tank right away. And I returned it with the same amount. What a rip off, I'd never recommend this company to anyone.
Steven HLove these guys!
GARY GThe previous customer was late by half an hour, but then when he arrived there was constant issues with the system apparently so he couldn't help us. The man was rude and didn't care at all. Simply told me there are no other trucks available. My furniture pickup was late by an hour and a half.
Matthew GDID NOT GET MY EQUIPMENT with the truck. I have reported this yo uou guys multiple times and still getting charged for it.
Paul FLocation was clean. Employee was helpful. Only bad experience was that I was charged a collision waiver when I said I didn't need it. I didn't find out until I received my receipt. Was then told it could not be reversed. Also, I was charged a higher amount for the waiver then my original contract stated. Customer service helped to rectify that but could not remove it completely. Not happy about that.
Sarkis HI’m still waiting on the bill/statement.
Michael CI use this service for delivering large items and had a appointment at 830. No keys were placed in the lock box at 730 when I arrived. Was forced to drive out of the way just find out the new location and the rep couldn't find the key and I had to park anywhere but in the uhaul parking lot. Horrible experience. I was ober 1 hour late due to more traffic and the servi e was either non existent or terrible. Truly hope ot never hapeens again, otherwise I will be finding alternatives.
AKEEM PCheck in and out process was difficult to follow since it had been years since my last rental. Location seemed to not know the process and couldn't provide direction. Vehicle has a serious steering problem. You can't drive straight. I have still not received the email receipt!!!!!
Ted BRental only had 1/4 tank of gas upon pickup Rental had poor A/C and the lack of electronic locks and windows was also an annoyance
Kyle FI was ripped off by Uhaul. They charged me more than was discussed and agreed!
OKECHUKWU OFantastic team at Monroe!
GARY GThis was not an ideal pickup location for me. It was 40 mins out of my way compared to my preferred location. The staff were polite and helped me connect the trailer. However, the trailer was covered in mud. No one could verify if it was in working condition, or if the tire pressures were correct. I received no paper work or a receipt. Upon getting the trailer home I had to power wash it and check all tire pressures which were all 5-8 psi low. I still have no idea why I was charged additional $89 dollars. Considering the pickup experience, condition the trailer was in and out of the way location I want that money back.
Douglas BLocation was great. U-Haul online check-in, checkout is not great.
Andrea MEverything ok
kalaichelvan sGreat service!
GARY GMake sure all the items purchased are available- we got no furniture pads, and we got our truck 30 mins late because they were trying to validate our contacts and when they weren't able to, they abruptly disconnected communication. We were late to picking up our furniture and stressed as the brake and the gas were falling apart ( the wires were exposed).
Showkat HNothing needed. It's too good
Ashwij UTotally disorganised and lacking in proper service management.I was totally disappointed in the lack of knowledge in terms of billing, and awareness of Uhaul policies. I understand Monroe was in transition but that is no excuse for poor service. The manager Jim was trying to be of service but he too was not sure how to present an estimate and final bill. A frustrating experience for sure.
Phil EThe vehicle had a rough idle when I picked it up in Whitby, Ontario. The location was closed so I had to take the vehicle. When I dropped off the vehicle at 5:50PM in Guelph, Ontario, Canada, I was told by the staffer that she would check my vehicle in for me, no fee. The staff noticed ex the rough idle and did not check in my vehicle until the next day. Then you charged me an extra $40 plus other fees for a "late return" of a vehicle that your organization did not maintain.
Brian BMore training for new franchises so the pick up process could go faster. The people at Monroe were very nice and very customer friendly. Thank you Monroe for your help!
John TI was their first UHaul customer and this turned into a learning experience of major proportions. Several factors made completing the rental a very, very long process: 1) it appeared to me that the UHaul system the staff at Monroe were trying to use is poorly designed and that critical instructions (e.g., if you are setting up the rental online, you must enter your name as it appears on your driver's licence) were not provided. As well, the staff member encountered meaningless error messages that delayed completing the rental. Further, when they called UHaul for technical advice they didn't get quick, efficient help. To me it also seemed ridiculous that a UHaul agent has to call the same phone number as the general public, creating needless delays in getting someone on the phone. 2) however it happened, I also came to feel that the staff were not adequately trained. One person, who was not in the building at the time, appeared to have all the answers. As hard as the other staff tried, and they were outstanding in their attempts, it is silly to closet all the information needed to complete a rental with one person. 3) again the Uhaul computer system failed in completing the final bill, adding, for no apparent reason, a charge for fuel that made no sense ($23 for having driven 5 kilometers). All that being said, what to do next? Uhaul needs to review its computer system to debug the errors the staff encountered, and it needs to make clear to customers setting up a rental that issues like spelling are crucial. Uhaul also needs to provide a way around certain default expectations. In my case I arrived without a cell phone. The staff at Monroe did handstands to work around this but the UHaul system persistently got in their way. Next, UHaul needs to provide its agents with 1) better instructions for using the computer system; and 2) an agent-only phone number that gets the agents to technical support far more efficiently. Finally, Monroe needs to train everyone on their staff who will meet a customer to do UHaul rentals with adequate training. It's simply poor business practice to train a single staffer, leaving everyone else to scramble to help a customer. Hats off to the remaining staff who were awesome but had their hands tied. And, the cargo van I rented badly needed the interior cleaned. As the van had just arrived at Monroe the day before I rented it. UHaul needs to track the failure to clean it properly before passing it on to Monroe.
GREGORY C