UHAUL customer service was an awful experience. I reserved a 26' rental moving truck in advance. My mobile account wasn't working. I called the 1-800 number and was transferred to multiple representatives because nobody could figure out why my mobile account was not working. Even tried multiple devices and nothing! Mind youâ€¦it is a 45-1hr wait to speak to a representative each time! One time after being on hold for OVER an hour the call got disconnected shortly after the representative answered. Consequently, a uhaul representative calls ME. Im thinking someone finally figured out why my account is having issues. NOPE! It's to tell me the 26' moving truck I had reserved in advance is no longer available but instead they could offer me a 20' truck in its place. Due to having to do more loads the representative offered to change my rate from 1,19 $ to 0,89 AND the rate of rental from 39,95 $ to 29,95 $. That was nice and appreciated. It gave me a discount of under 40 $. I thought they give 50 $off if customers have issues providing the equipment reserved? Anyways, at this point I am not going to be on hold for over an hour to request the 10 $difference. But I do want to leave a review in this caseâ€¦and reviews are not something I tend to complete. To the person at the top of the food chain of the UHAUL INDUSTRY. Your customer device representatives (at least the hand full I spoke to)â€¦are helpful and friendly although the ones I spoke to could not help me solve the issue (that is still not solved). But they attempted to do what they could for me. THANK YOU!!!! With that saidâ€¦your wait times for a representative suck! Awful! And that background music and message -_-â€¦my suggestion offer some remote work and hire more representatives! I say remote work because of all going on with COVID, for many remote work is convenient and safe for most for many different reasons. I'm sorry, but it was mind blowing that a good reputable company would have such long hold times. In the end my problem was not resolved and if it wasn't for the people at my pick up location who knows if I would've been able to get my rental on time. However a shout out to the small business of SMARTS TOWING INC. for helping me after their normal business hours. They gave me the peace of mind I need to complete my move. Thank you Belinda and Mike and another gentleman of the name I did not get. You all are the BEST!!! I hope not to rent another uhaul truck again! Not because I would never consider using them again in the future but because I have finally moved into my forever home:). If I ever do rent again I will make sure to complete the process in person and not have to deal with 1-800-GO-U-HAUL wait times. Thanks all folks:) Blessings!Sara O.
Customer Reviews for Smarts Towing Inc
(Concessionnaire U-Haul dans le voisinage)
Pour nous contacter
Midlothian, VA 23112
Services dans cet établissement :
Heures d'ouverture de l'établissement
- Lun - ven : 9h am à 5h pm
- Sam : 10h am à 1h pm
- Dim : 1h pm à 4h pm
- Retour client 24 heures
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.
Le client n'a pas laissé de commentaire.Rama J.
Le client n'a pas laissé de commentaire.LaKia P.
Both gentleman at the site and off-site contact (Belinda) were very, very helpful and accommodating. They both went out of the way to make the equipment hook up and registration went easily, recognizing that both processes have a lot of required details that can become big hassles. Excellent customer service that seemed to reflect a genuine desire to be helpful rather than just checking off necessary "customer experience" boxes.joel M.
They couldn't have been any friendlier. It was nice to work with people that gave such wonderful customer service. Excellent staff!Amanda V.
My representative was Belinda. She was very polite and punctual and she explained the entire rental process. She answered her phone and texts right away and was available for any questions that I had at any moment. She broke down my ending total so that I knew exactly what I was being charged for as well which I definitely appreciated. She made this renting process super easy and stress free. No improvement needed but the Smarts Towing team should definitely get some recognition for how great they represent the UHaul brand.Andrew M.
Staff is polite and helpful. The location is a mess.DAVID R.
Le client n'a pas laissé de commentaire.Kymberly J.
Great people to deal with. Transaction was VERY easy.Bart S.
Quick and easy I don't see how it gets any better than that. And Belinda answered all my phone calls and stupid questions!Barbara H.
The truck rental was fine but I got charged an additional unwarranted 47,50 $ for 10 gallons of gas that I didn't use. They stated the gas gauge was at 1/4 tank but it was just under half tank which is how i picked it up. Still waiting for the refund and manager contact.Jonathan S.
Le client n'a pas laissé de commentaire.Richard M.
No signage made it very difficult to find in behind another business.Bertis B.
It was an easy and smooth process to pickup and return the truck.MICHAEL B.
Le client n'a pas laissé de commentaire.Patricia H.
Le client n'a pas laissé de commentaire.Kenneth B.
No one answered the door and it was locked, yet I heard loud music blaring. I was in a rush to get back to my new apartment because cable guy was waiting for me. I did not plan for a drop box drop off. In my rush, I locked the keys in the uhaul resulting in me crying and freaking out.KATEELAINE W.
Very helpful assistance.Abdulaziz B.
Le client n'a pas laissé de commentaire.Dennis S.
Le client n'a pas laissé de commentaire.Markita T.
Very Friendly, professional and helpful staff.Abdeljalil O.
Le client n'a pas laissé de commentaire.Kenneth J.
I have already recommended this location to someone. The owner was very helpful.Marc G.
Le client n'a pas laissé de commentaire.AUBREYLYN M.
Le client n'a pas laissé de commentaire.Matthew H.
Le client n'a pas laissé de commentaire.CHRISTOPHER K.
Le client n'a pas laissé de commentaire.Mike M.
Took a LONG time to get through the process of checking out the trailer. Very nice people, but will go to a Uhaul dealer next time vs a franchise location to speed up the process.THADIUSG B.
The online experience was terrible. I could not check in online because the system would not work. Then when I returned the vehicle it flashed my total and receipt on the screen then disappeared after 10 seconds. It has been over 14 hours and I have not received an email with the receipt. I log into the app and their is no receipt available as well. Please email me the receipt.Kris R.
Person was nice and helpful, but lot was horrible with junk all overTodd H.
Le client n'a pas laissé de commentaire.Pam W.
Le client n'a pas laissé de commentaire.Lindsey N.
Le client n'a pas laissé de commentaire.Robert S.
This is a negative review for U-haul, not this specific location Smart Towing. Smart Towing was extremely helpful after two other locations could not get us a U-haul we reserved because they were not turned in on time. It's very frustrating and stressful when you make a reservation months in advanced and get a call the day before your move from u-Haul saying they can't find you a truck within 100 miles. We made another reservation the night before our move, we show up at the location and can't get that truck either because it was not turned in on time. We were are closing on your house and had to be out and two reservations fall through because no trucks were available. We needed to have my parents drive a truck from 2 hours away so we could get out of our house. You need to have higher penalties so trucks are turned in on time. You have a really poor system. It's also difficult to get through to someone on your 1-800 number.Don M.
Le client n'a pas laissé de commentaire.James S.
Le client n'a pas laissé de commentaire.Cassie S.
Staff was easy to work with and concerned with providing a quality rental. Pick up and drop off were convenient. Will use again and again for my U-haul needs.Sally H.
Le client n'a pas laissé de commentaire.Alexandra U.
Le client n'a pas laissé de commentaire.RODNEY C.
Le client n'a pas laissé de commentaire.Thomas R.
No one was there and hard to fineWilliam C.
Le client n'a pas laissé de commentaire.Angelynn H.
Le client n'a pas laissé de commentaire.David B.
Very helpful and courteous, even helped resolve an account issue with my rental. Je la recommande fortement.Andrew G.
Very confusing process. No one on site.Kendall P.
Le client n'a pas laissé de commentaire.Jason H.
Only one employee present when we picked up truck. Several customers were waiting to pick up equipment. Very friendly and accommodating.Robert P.
The lady working there was very good at her job. The location and facility was a very run down area with no directional signage.Daniel L.
Reservation was at 3pm, nobody was at the office when I arrived, had to call the number for someone to show up. Trailer was not at the location, I would assume an employee's friend or family member took it, the location tried to tell me it was take to get a tire replaced. Upon the trailer showing up 3 hours and 20 minutes after my reservation(6:20pm), there was no indication of any new tire on the trailer. Rented the trailer for 24hrs but returned to 1:15pm the following day when the location was closed, I was still charged the 24hrs fee.Richard W.
Le client n'a pas laissé de commentaire.Nancy E.
Keep clean front seat wipe off any dirty and has not been clean for next customer?Kenneth M.
Le client n'a pas laissé de commentaire.Paul S.
Sign hard to find. Glad it was convenient location.Thomas Douglas R.
My customer service person (Crysstal) was knowledgeable, reliable and efficient. We connected two days prior to the rental and she was ready to check me in and get me on my way at 7am that morning as I requested. Merci.Gerald F.
We were supposed to pick up at Millers. We signed up for 24/7 pick up. I called Millers and verified as instructed by an email. The person who answered said there would be someone there on Sun. Arrived to no one around and unable to log in on website. They had changed my 24/7 to in person pickup even though they are closed on Sun. This is the second time I have had problems with Millers. We called Uhaul and given the number for dispatch after customer service said there were no trucks available in our area. We spoke to Amanda in dispatch who found a 20 ft truck available at Smarts. We had wanted a 10 ft. She did not charge us extra. We got to Smarts and had to call a number to get someone there. A lady named Krystal came and was extremely helpful and pleasant. She found a 15 foot truck in their inventory for us. How refreshing dealing with Amanda and Krystal after what started as a nightmare. Took 2,5 hours though instead of instant check in. This all started because Millers on their own decided to change our reservation without notifying us. This shouldn't happen. We should have been asked prior to making any changes. If there had not been other trucks available I would have been very pissed.William L.
Excellent customer servicesGuirguis A.
This was not a good experience. The truck itself was dirty from the last renter. The bed of the truck was filled with what looked like limestone dust. The cab of the truck was a mess and this location did not have any of the dolly's or moving blankets with my order. I was told to go to another uHaul location for those items.Michael L.
Le client n'a pas laissé de commentaire.Rebecca B.
I dropped off the rental trailer on Saturday November 28th. This location was closed. I received an email on December 1st from U-Haul with an additional two days of charges. I returned this rental one full day early. Now I've contacted my credit card company to dispute these charges . I also contacted the U-Haul representative (824002-AFM@uhaul.com) about these charges but have not been contacted.Terrence C.
It would be best to have someone on site. I had to go over everything several times that I already did online. They also failed to provide the blankets and carts that I ordered. Now when I went to vigilant storage on Ironbridge they not only provided the carts and blankets they called uhaul to make sure I didn't get billed incorrectly. Mike and Tammy were VERY helpful!! I've rented from them before and HIGHLY recommend them and their facility!!!Bryan D.
Le client n'a pas laissé de commentaire.Reece G.
Didn't go inside but smooth, easy drop offBERNARDOSCAR L.
Le client n'a pas laissé de commentaire.diane P.
Staff were friendly and helpful and pick-up and drop-off were quick and easy.Nicholas R.
It took nearly 1,5 hrs to pick up the trailer. Everyone picking up had their reserved vehicle/trailer blocked in at a towing yard. It was absolute chaos. Their yard is about 75 % too small to try to have this many vehicles. They also don't have the keys to many of the towed vehicles blocking everything in. 1 employee who works there, is doing the computer stuff while bouncing here infant on a knee and her infants father, who doesn't even work there, is moving cars around feverishly to get everyone gone. Franchise owner/proprietor should be audited by uhaul corporate and have his license pulled until he has this under control.Craig R.
Helpful and friendlyGarry R.
Le client n'a pas laissé de commentaire.WILLIAMHENRY E.
Le client n'a pas laissé de commentaire.Andrew W.
Ensure equipment is in working order when it is reserved days ahead of time. Customers do online check in, reservations, etc so that they don't spend an hour waiting in the cold for the equipment to still not be functioning correctly.Cassie B.
Le client n'a pas laissé de commentaire.Charles Richard T.
Le client n'a pas laissé de commentaire.John P.
Le client n'a pas laissé de commentaire.Stephen D.
Crystal at 804.302.4024 was so helpful! She went above and beyond to make our experience smooth.Louis R.
The woman (Crystal) in the office was very professional and friendly. Overall we will rent from that location again!Will M.
Le client n'a pas laissé de commentaire.Kenneth M.
Le client n'a pas laissé de commentaire.Daryle S.
Had to wait for some one to take care of me. No one was there.Daryle S.
Le client n'a pas laissé de commentaire.Robert L.
Le client n'a pas laissé de commentaire.Karen R.
Le client n'a pas laissé de commentaire.Randy W.
Le client n'a pas laissé de commentaire.Carlton G.
Le client n'a pas laissé de commentaire.Karen B.
Friendly and fast. Great service.Allison K.
Le client n'a pas laissé de commentaire.James J.
We eventually got it dropped off even though there was trouble but we got charged way too much for the truck and an extra charge for no reason so we're very mad.Dean T.
Le client n'a pas laissé de commentaire.Anton S.
The original drop off place was not convenient or accessible. There was no parking for they uhaul.GREGORYALAN S.
Le client n'a pas laissé de commentaire.BENJAMINDAVID G.
Le client n'a pas laissé de commentaire.Page M.
Le client n'a pas laissé de commentaire.THADDEUSGAGE P.
It was a garage repair shopJerrel T.
Le client n'a pas laissé de commentaire.Derik W.
Excellent customer serviceJoseph L.
Le client n'a pas laissé de commentaire.Ruth H.
The lady Kristol went above and beyond for us. My wife and I havent moved in 22 years. Things change. She made this effortless for us. Thank you so much!!darryl W.
Le client n'a pas laissé de commentaire.Andrew W.
Check engine light was on. Was told it was ok they just completed work. At turn in we were questioned. Said it shouldn't have been let go like that. Just thankful it worked out.Marla M.
Le client n'a pas laissé de commentaire.GABRIAL D.