The cabin of the rental truck smelled like cigarette smoke and I found a cigarette butt in the door jamb. Also, one of the employees didn't wear a mask for most of our interaction, which is exactly how contagious viruses spread.TEJON W.
U-Haul of University City
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.
The customer service was horrible! the representative was having personal conversations with her other colleagues during my entire time at the counter. Further, the representative did not escort me to the truck to show me how to open the back nor did she guide as to where the truck was located. I will never return nor recommend this location.YVONNE S.
Le client n'a pas laissé de commentaire.CALIL M.
Le client n'a pas laissé de commentaire.Behnam K.
Unprofessional staff, rude to customers, poor Covid 19 practices, staff cursing at customers. Keisha Simon a disgrace to basic customer service skills. Told me I wasn't making sense, said she had money in the bank then I did and said I should, "get my broke ass out of her store!" After returning the truck, she was more professional as she ate sunflower seeds, not wearing a mask as she piled the saliva tainted shells on the sales desk.Darryl W.
Inspect and maintain vehicles properly. I was subject to an unsafe ride. The door was inoperable and my entire experience was unsatisfactoryDaniel G.
On January 2nd at around 6:45pm, I arrived to pick up the trailer at this location. The man who helped us was not wearing his mask properly. He had it over his mouth, but not his nose. I stood 6 ft away, but when he asked me to move closer in order to pay, I asked him to put his mask all the way up. He did not seem happy to, but he did. However, when I was paying, probably about 1 - 2ft away, he then pulled his mask down to take a drink. After my asking to fix his mask, he seemed much less friendly and annoyed. When I returned my trailer to this location on June 3rd, I arrived just before 5pm, before this location closed. There were two people in the office working, one of which came out to greet me. The parking lot was packed and there was a truck in the equipment return lane. The man told me to back up and drive around the truck in the equipment lane to get around it to return the trailer. As the parking lot was packed, there was no clear way to get around the truck blocking the lane, which should have been moved. So, I had to back up, with the trailer, into the oncoming traffic, which was extremely dangerous. Once on the Main Street, I had to drive around about 2 city blocks in order to get back to the location and enter from the wrong way as there was no other access. I backed the trailer up into the location that was asked and went to the office to get the man who had told me to park there so he could help unhook the trailer. Everyone had left and the office was locked. This was extremely unprofessional. The truck that was blocking the equipment lane should have been moved so I could drive through, but both workers there did not. I thought at the very least if I agreed to go completely out of my way to accommodate them, they would wait 3 min after the location had closed to assist me in unhooking the trailer. This was by far the worst U-Haul location I have ever visited.Julie P.
The staff was friendly and professional.WES D.
Lower mileage or go back to free mileageLois G.
The employees inside seemed bothered to help and weren't clear about a few instructions. Not a big deal to figure out on my own since I've rented before but would be inconvenient for a first time renter.Abbey J.
Hire more people during high-rental times. Like the 1st week of each month (high move-in time) and before and after holidays.ATERA M.
Customer-facing employees were not masked.Ronald S.
Le client n'a pas laissé de commentaire.CASSANDRA J.
Le client n'a pas laissé de commentaire.marlon T.
Le client n'a pas laissé de commentaire.ADRIENNE G.
Le client n'a pas laissé de commentaire.Norman C.
Le client n'a pas laissé de commentaire.Kemjika O.
Le client n'a pas laissé de commentaire.Ricardo O.
Great staffPATRICK M.
The lady work upfront @ 11/21 she's not friendly at all and make it harder for my reservation overall i ended up pick up a car 12:45pm for 11:30am reservations very furstrated waited over 1hr. Thanksermias A.
It was a satisfactory experienceChristopher G.
Please make sure the gas tank is full before letting the next customer used it..QUENTIN M.
No complaints just keep the same customer service ppl the gentleman tht waited in me is very knowledgeable...and followed all safety procedures ThanksDOROTHENE B.
Le client n'a pas laissé de commentaire.Louis W.
I HAVE NOT RECEIVE A FINAL BILL AS YET. HIRE MORE EMPLOYEESPERCIVAL B.
This location is very professional and accommodating especially when the check in site is slow appreciate them very muchCarl W.
Le client n'a pas laissé de commentaire.Richard M.
I didn't see any issues right now... customers service was great!!!!DION S.
Le client n'a pas laissé de commentaire.DONELL H.
Le client n'a pas laissé de commentaire.ORLANDO E.
I paid for a hitch install on 9/18/20. The appointment was for 10/24/20 and your company didn't get it or refund me. It's November 27th. No one called, no one rescheduled. Please refund my money. Rebecca Rose metzger 215-833-9082 West PhiladelphiaREBECCA M.
Le client n'a pas laissé de commentaire.JORDAN B.
My girlfriend and I rented a tow dolly and when I went to pull the straps over the tires, the one strap was loose. It was totally missing the bolt that secured it to the one side.We then called for service and were told that someone would be in touch soon in order to come and look at it. At this point, we need to get going as we face an 18 hour drive ahead of us and all we got from customer service was, "wait and someone will be there to assess the situation." We can't wait. Not to mention, now we have lost faith in the unit itself, I mean, it was not ready to be used. We wanted to get a flatbed, get the car loaded and get on our way. Now, we've waited 45 minutes and someone calls us to tell us that a technician has been located and will be on their way. We had already called another Uhaul to secure a flatbed and wanted to get on the road. We are losing time that we don't have. Nobody that talked to us was concerned about getting us on the road the fastest and safest way possible. Now, we have altered our plans to make it a 2 day trip as opposed to a 1 day trip, costing us a hotel room. We paid for a flatbed that we would not have had to do IF the tow dolly was in usable and safe condition. I am looking for a refund of the flatbed as AGAIN, I wouldn't have had to purchase this if the original equipment was safe and usable. We lost hours waiting for someone to get us back on the road so we took matters into our own hands and secured a flatbed for safety purposes. We then had to argue with with Uhaul location we secured the flatbed from because they had not been properly identified as the drop off location for the faulty tow dolly. We eventually were put in touch with the manager and he cleared the drop off issue for the tow dolly and we were able to get on our way, feeling much safer about our towing status. However, we lost 3 hours of our day, were extremely frustrated with the customer service (nobody's priority was getting us on the road immediately, we were told to wait multiple times) and had to incur another 600 $in costs to rent the flatbed. Again, these costs would not have been incurred if the original piece of equipment was safe and ready to use. I want a refund for those costs...not to mention the time we lost and the frustration we went through. Our experience was terrrible from start to finish. I failed to mention that our truck and tow dolly were not even ready when we went to pick it up, we had to wait for about an hour to get out of there. They weren't even sure they had them and had to go search the lot. I would think they would be ready when we got there. Terrible.Matthew B.
My Uhaul rental went super smoothly. My trailer was there at the time of my reservation and I was able to return my trailer a day early after hours. Thanks to Dontee for making this a pleasant experience!AUBREY L.
Horrible service. They kept the reservation active for days after I returned the vehicle and charged me for twice the number of miles I used. called multiple times and kept being told a manager would call but I haven't heard anything back to this dayMonica S.
My rented vehicle was not there, despite me calling before heading over and being told my 20' truck was ready. My 50 $guarantee of equipment was not honored - and I was forced to do a 2-way rental not the 1-way I had reserved wasting 90 extra minutes of my time and my wife's time driving back to where we rented the truck. I was given a smaller truck and it took me twice as long to figure out how to fit everything inside with a truck that was 25 % smaller than what I reserved. I do not recommend - they don't honor their word.RYAN B.
Le client n'a pas laissé de commentaire.LAUREN C.
Call ahead to see if they are open since they do not list their hours online. I was glad they were open until 7pm on a Saturday.NOREEN H.
Everything was fineBRENDA S.
Regular inventory checks- The requested items were not available at this location but was listed on the website as options. Furniture Dolly Appliance Dolly BlanketsAnthony C.
Was very upsetting that the original location U-Haul on Tioga St in Port Richmond did not have a 26 ft. truck available and never notified us until 11 AM on Sunday Nov. 1st that the new location was 48th & Chestnut.(Phila) all my helpers had to leave by 2PM that day. Caused us to have the vehicle extra days at an extra cost.John W.
The representative was professional and well informed. It was a very positive experience.Mary G.
Nothing needs improvementESCHELLE J.
Make adjustments to side mirrors not to be so hard to move , fuel gauge says one thing on the paperwork but as soon as you pull off the lot it drops down considerably leaving you to believe there's less fuel in the vehicle then what's noted on people work having worked in the rental car business for a few years that's the trick that rental companies use to nickel and dime you for a few extra gallons not cool!dean B.
I was not happyRahim D.
Le client n'a pas laissé de commentaire.Delores J.
Le client n'a pas laissé de commentaire.Ryan S.
Some of the employees *inside* were wearing their masks below their chin and only pulling them above the nose and mouth when a customer came in. This is very dangerous. Please provide additional training to the workers to emphasize that masks must be worn properly at all times.chaim K.
When I had to answer if the cabin was clean I felt conflicted because there were some foot prints. I said yes because it wasn't horrible and I was worried I would get charged for a cleaning fee. It would be nice if it were more clear, like if I answer no does that mean I'm charged or does it mean a uhaul employee will just need to wipe down the footprints. Second thing. I noticed there were no options for a multi day rental while returning to the same site. I knew based on my project that I would need the truck longer than 24 hours but I also didn't want to return to a different site, the site I used is most convenient.Nikele R.
24/7 check in process was poorly explained - why did I never get an email telling me what to do? It took almost 45 minutes to get our van. And the van had a broken passenger side mirror - this should never have been rented out! It was also filthy and had a low tire-pressure warning light on - I should not have had to put air in the tires for your company. Really bad experience overall.Patrick L.
The mirror on the drivers side is loose. There were no directions for where to park in the drop off lot. Also, there needs to be some congruency between the location of my truck and the location of the product pickup.Jared H.
Le client n'a pas laissé de commentaire.QUINTON C.
Thanks for a smooth and friendly serviceALEXIS J.
Le client n'a pas laissé de commentaire.Vincent C.
Owners was very helpful.R. ANGELO P.
Spread the great customer service to your Havertown branch. They were very unreliable, causing me to make last minute changes to go to a different locationLance S.
Truck was not ready. Staff was not very interested in helping. The process of picking up a truck took an hour first thing in the morning. Additionally the location was not the one I originally reserved. So I had to drive 20 minutes further to get the truck and was charged for 4 miles overage. Very poor experience.David S.
Excuse their impatient attitudes and behavior because the young lady behind the desk is high level professional and polite but still just string enough to endure the rudeness I witnessed her absorb while I was waiting to be serviced.... You guys are amazing and I thank you all for your service during this timemarvin G.
Rude. Disinterested. I pulled into the equipment return lane and the person working in the store said I'd have to back my trailer out into a busy street without anyone to spot me and then go around the block and drive in thru the exit. Just ridiculous.Marc B.
Customers and one staff member were not wearing masks or social distancing inside the facility, one staff member was visibly intoxicated (high) and smelled of marijuana. Staff was friendly but extremely slow and made no effort to behave in a professional manner. The biggest issue was the lack of covid safety protocols. Another customer was told that the battery in her rental was questionable, so she shouldn't "use the blinkers or headlights" because the battery might die and it would be her fault.Anders U.
Paid for a dolly. Never got it and never got a refund as promised from Dontee Turner.Erika H.
Le client n'a pas laissé de commentaire.Isha C.
Not scam customers out of money and then never respond to their complaints to try to rectify the situation.ROBERT B.
Le client n'a pas laissé de commentaire.Bryant R.
Keisha (I'm not sure her name) was extremely helpful during pickup. She was efficient and friendly. It could not have been easier. She exemplifies what good employees can do to influence a customers experience positivelytimothy G.
501(c)(3) discountsearth K.
I was very This satisfied with the customer service there were 2 people at the counter one person made me stand there for 20 minutes and never waited on me When the other customer service representative where the ready she weigh on me our very on satisfied with that experienceMarc S.
My experience with all the young men that worked at this location was great. However the young african american woman needs to be fired. Her attitude is very nasty and she will catch the right person in a not so good mood and not tolerable of her attitude or demeanor, it may not end up nice for her or your business. And I am an older african american woman and had to look at her like honey, continue with your customer and the young m,n do his job. he found my contract where her nasty attitude having self said I did not have one. With all that is going on in this world today we need more ppl like the young men who you have working at this specific site. They all were courteous and professional, where she was NOT! I would just tell ppl not to deal with her and ask for someone else to do their contracts or leave and go somewhere else if no one outside if her was available. I wish I knew her name. Because she is not good business foe a well known business.Tyrone W.
My experience was good except when I first came in the computers were down which made it so I had to go online on my phone this was the difficult situation being handicapped but the guy assisted me in every wayRichard W.
There isn't anything else to be done. I've rented twice and each time I received exceptional customer service from the manager Donte and his entire staff. I will definitely rent there again. Referring all of my friends and family.ESCHELLE J.
Le client n'a pas laissé de commentaire.Quindell C.
Le client n'a pas laissé de commentaire.Minika G.
I will be calling customer service. I reserved a pickup truck and when I got there, there was no pickuo for me to use. The person offered a van, but it wasn't really what I needed. I didn't have many options and was forced to take the van because of time restraints. I asked for some money off, in lieu of the 50 $I was owed for the reservation problem. They would not do anything for me. The job I did was more difficult without the pickup truckIan Z.
Le client n'a pas laissé de commentaire.George O.
Le client n'a pas laissé de commentaire.Paul D.
Le client n'a pas laissé de commentaire.James L.
The phone sign in sucks. Couldn't do it and I've been a customer forever. Needed things that weren't explained. Wasted half an hour. Fortunately the actual people knew how to fix the problem so overall I'm very pleased with the location, but uhaul needs to overhaul the phone sign in process.Johnathan S.
Le client n'a pas laissé de commentaire.HARRY F.
After the counter girl finished sending her text on her phone. I was able to get the key. Truck was clean and other staff was helpful.Alisha W.
I was charged a 20,00 $ cash hook up fee for the auto transport and it was never explained to me with no receipt and the U-Haul rep made my husband back the truck to the hitch and then made my husband drive our car up the auto transport. The rep seemed very irritated that we were his last customer.Stephnie D.
The General Manager is a poor representation of Uhaul. He was unprofessional, not in uniform while eating food in his street clothes and expected US to know he worked there or the Manager. Very rude, argumentative and his behavior was disappointing and very disrespectful. I will never go back to this location again.JACQUELYN O.
THE VAN WAS READY AND CLEAN WHEN I PICK IT UP AND WORKER WAS VERY KINDGiselle W.
The staff was not helpful or informative and obviously did not want to be working. The gas tank was only half full when it was supposed to be full and the trolleys were just laying about with a few of them broken.laura T.
Le client n'a pas laissé de commentaire.TARIK H.
Le client n'a pas laissé de commentaire.Alphonso D.
The young lady with the braces should not work with the public she had the worst customer service I've ever witnessed. I'm referring to the 48th and Chesnut location, I'll never return due to her classless behavior.David G.
From the time I arrived the service I was provided with was with the upmost professionalism and I was guided through the process when I didn't understand I will be returning for further assistance with my moving needsJOSEPH W.
Le client n'a pas laissé de commentaire.Tyree S.
Le client n'a pas laissé de commentaire.Jason J.
He went above and beyond.Lloyd W.
The phone system to return the truck after hours doesn't work. It's a huge problem to share the location. Moreover, when I took picture of odometer for some reason it didn't upload it and I couldn't finish the return by phone. I tried probably about 15 times and spent about an additional hour closer to midnight trying to solve it, but I couldn't.Evgenii T.
Le client n'a pas laissé de commentaire.Andrew T.
The employees at this store didn't wear masks.Yohong R.
Le client n'a pas laissé de commentaire.Harold P.
I love the young man Nyreese who waited on Me but I'm a little bias b/c he' s my great nephew but I really do like the ease of the processDONALD S.
Worst customer service ever. My appointment was on 1015-25 S at first, and they moved it and just sent an email that went to spam. When I told them about my situation (in the 1015 S location) (my storage was about to deliver everything there) they did not even try to help me somehow. They where rude in both locations, worst experience.Tinofara M.
Employees particularly Dante Thomas were extremely rude. U-haul changed our reservation taking us 37 miles out of our way. I will never use this company again and will not recommend to anyone.Roland R.
Customer Service was excellent! No complainsNatasha C.
The quality of customer service NEEDS improvement! I was not satisfied with the front desk clerk (female nor the male). She was more involved in her cell phone than customer service, and she had her shoes off.I asked for a hand truck, the response "We ain't got none". I had to point out there was one outside. Then I was allowed to get one. I think that the entire location could benefit from a customer service training, and perhaps an older / seasoned / professional in the building to monitor the service given to the customer.Yvette F.
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