I had accidently locked my wallet inside the cab of the truck when we dropped off the rental after hours. Upon realizing this, I called to facility (as their website indicates 24 hour service. I expected a voicemail and left a message however received no call back. I decided to drive back Monday morning and at approximately 8:45 an attendant arrived and I was told that 'WE opened at 9:00'. I told her that I left my wallet in the truck. She went inside her office and I then waited 15 minutes before she unlocked the drop box to open the truck for me. Not exactly what I would call great customer service . Would you ?
David G
Customer Reviews for Tug Away Towing & Services LLC
(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.
Les commentaires sans texte sont cachés. Afficher affichés. Ne pas les afficher
Rien
Latrina FThe women who helped us was incredibly helpful!
Jennifer SNo clearly marked places to park the truck
Katlyn DI had to call 4-5 separate times to get someone to actually help me. First my reservation was put in for the wrong time. Then, I asked for a different location and they gave me the one on Washington instead. Then as I was picking up the truck through 24/7 truck share it said there was an error. First time I called I got told that the person could do nothing and got transferred to the 24/7 truckshare support and then no one answered and said to leave a voice mail since they are not open. After that, I called again and talked to a lady and she stated that my card was declined for the payment which made no sense because I had the funds. I was transferred to a customer service like. Third time I called I got a lady who stated that the location I was at did not do 24/7 truckshare even tho the sign on the building and the owner stated they did when they called me the day prior. She then stopped talking and just transferred me without saying anything to a line that no one picked up. Finally I had a guy pick up and know what he was talking about. He stated that all of the things they told me was false information. He stated that my payment went through, that the location I was at was a 24/7 location, and that I just needed to refresh the page. Finally after all of that I got it finished. It was very frustrating because originally I started walking at 7:10 to the location in cold icy Iowa and around at 7:20. I was told by one of the representatives that I should just walk back home instead of waiting so I did that. By the time all of this was taken care of instead of it being a fast and easy pick up it took about an hour. Overall I was not pleased with my first time picking up with 24/7 truckshare.
Anthony FI had an awful experience with this U-Haul rental. First off the online option to get the trunk is horrible and clunky. I had to get multiple members of my family on the phone so they could "verify" who I was. They wouldn't allow me to upload previously saved images which was so very frustrating because NO WHERE did it say that I had to bring a passport or lease. Once I finally get through all of the many many steps I go to pickup the key and it wasn't even in the lockbox!! Luckily somehow I was able to get in touch with the office even though they were closed. I get in the truck finally and the truck is smelly, low on gas, and had a low tire pressure message on it. And then to top it all, the website browser I was using crashed and I was unable to load anything new into it or see what I had to do next! This all around was a very frustrating experience and if someone from U-Haul would like to call me to reconcile this situation, I would gladly accept the call. Would not recommend.
Max RVery good customer service!
David BI returned the U-Haul truck 2 days early, clean and with the right amount of gas. Nonetheless, they charged me extra saying it wasn't the right amount. So frustrating dealing with a rip-off company. Never rent U-Haul
Alan GClearer signage would be more accessible. Had a hard time finding it
Amanda EThe owners of the shop were very accommodating and friendly. Would recommend and use again.
Trista MStrange hours for drop off.
Ryan TEasy check-in process. Love that I can drop off the truck after hours and leave the key! Very convenient. Also Latrina Farrow was friendly, amazing, and awesome to work with. She is so personable and helpful. Great location, easy on/off from the Beltline and amazing customer service!!!
Janet EQuick and easy to schedule online. Friendly service when I arrived and got me going very fast. Highly Recommend!
Benjamin GLatrina was a great asset.
PETER FNot much, they had everything covered for me when I got there!! Very helpful and professional
Dale NThe staff is professional and friendly. Good vibes
LATRINA FThe people was very great at this location
jerry wNo one there. Phone mailbox full. Had to leave keys in outside mailbox. Install a drop box.
Patrick CWill definitely rent from this location again
Latrina FPolite, personable people owning / working at the pick-up location. Would use them again.
Patrick O1. U-Haul sign was very small and difficult to see from the road. At first I drove right past the location because it did not look like a typical U-Haul location. 2. Drop-off box was not clearly marked. We walked around the building to make sure this was indeed THE drop-off box, but we were not really sure. 3. In order to verify we were indeed using the correct drop-off box, we called the drop-off location's phone number, got a voicemail, but could not leave a message because the voice mailbox was full. 4. The drop-off box we did eventually use for our keys (black mailbox to the right of the entrance door to the building) was not secure (i.e. not locked). (There were many security cameras on the property... but I was still concerned with leaving the keys there).
HANS VThere is no drop box. Just a mailbox that is not secure. Anyone could grab the key and take a truck.
Katrina WDropping off the van at Tug Away Towing & Services was not a pleasant experience. Location was not the most inviting and the person I spoke with on the phone to confirm the return was confusing and rude. At first, they said to drop off the vehicle there, but then the owner (who was not physically there) demanded I take the van to another drop off point. However, I already gave the employee (a mechanic) who was at the drop off point and they told me they will take care of the van. Apparently, they can only accept one truck at a time? That is absolutely absurd! There was another moving van there, but if they cannot handle more than one drop off, they should not be a drop off point at all! The mechanic was the only decent person of this whole experience. I was absolutely disgusted with this experience and the customer service and would not recommend this location to others.
Michael f