Customer Reviews for XPS Xpress
(U-Haul Neighborhood Dealer)

Évaluation :

5

Great staff at the location!

Évaluation :

5

Mobile can pickup was wonky and sucked, but that's on Uhaul as a company rather than this location. I should not have to download your app for a smoother experience!

Évaluation :

5

Thanks 😊

Évaluation :

1

Unfortunately, the car was not ready when I arrived at the location. It took 90 minutes of my time to communicate with the customer service representative. They didn't have a car available which they promised. The other car they wanted to give me, was not ready to drive (something was attached to the car). The only option was if I drove to another location and pay again or cancel my reservation. After 90 minutes wasting my time, I had to cancel my reservation.

Évaluation :

4

Your policy that allows us to pick up the van while the store was closed wasn't clear, leading to delays in my getting the truck. I saw another review where someone said they arrived and no one was there, so I suspect that I'm not the only one who was confused about that. Now that I'm aware I expect to make use of that. Other than that, fine experience.

Évaluation :

5

The van we rented was almost new! 2 500 miles. We had a great and comfortable drive.

Évaluation :

1

There was no one there onsite when there was supposed to be. Delayed my pickup by an hour. Worst experience I've had. The only help was when I called the support number, thankfully there was someone there to return a uhaul so I was able to access those keys.

Évaluation :

4

The van was appropriately clean, but did have a heavy rubber odor to it - almost like it had been used to haul tires. We had to drive with the windows down.

Évaluation :

1

There's no signage at the drop off location. The address provided by uhaul is in a multitenant building with no suite# provided. The drop off location was behind the building and not visible from the road. There are no signs for the business XPS or for Uhaul rental. Had there not been one other U.Haul truck visible from the road. It would have been completely unknown as to where to return the equipment. In addition there are no signs behind the building to indicate where to place the equipment when dropping it off.

Évaluation :

4

I returned the trailer 1 day early but got no credit…

Évaluation :

5

Absolutely great customer service! Would come back 100 percent!!

Évaluation :

1

I paid for everything in person, then weeks later received another 200 plus charge weeks after the rental period. It was explained to me that I can pay for everything that day or a bill for it could be sent with a couple days or a week but I decided to pay everything that day.

Évaluation :

5

Very friendly and helpful staff

Évaluation :

3

I plan not to Recommend this company at all to My Unit of Over 500 that I managed//I do not think a company should lies to the Customer to get more money out of Them

Évaluation :

4

Good customer service

Évaluation :

5

Super fast and helpful. Great experience.

Évaluation :

3

I feel scammed. They charged me $20 for after hours fee which no one explained to me.

Évaluation :

5

David was extremely pleasant and personable.

Évaluation :

5

Customer service experience - 5 Stars

Évaluation :

4

Open schedule limited and location services in area is challenging. That makes after hours returns harder than it should be.

Évaluation :

5

Keep up the good work.

Évaluation :

1

I cannot express how poor the customer service is at this location. The young man behind the desk does not answer any questions, speeds through a verbal script he has memorized, and did not answer nor open the locked front door for 20 minutes. The truck also smells like urine. This was not the quality of service nor product that I know Uhaul to be known for.

Évaluation :

2

We did mobile pick-up, but we could not find the truck until we contacted customer service and were told that it was parked in the back of the building. There were no signs or anything to indicate that there were trucks parked in the back. It was frustrating.

Évaluation :

3

Well the truck was not ready to be picked up the night i went to get it. That is despite me making the reservation 3 days before i planned to pick it up. The next morning when i did pick up the truck the person working up front was professional and able to happily help me. I was not offered anything for the inconvenience of having to come in 12 hours after my pick up other than 'I'm sorry the other person didn't do their job properly" I am probably going to go to a U haul center next time even though its not convenient. I'll give it one more try before i switch over to Penske.

Évaluation :

5

Box truck was not swept out and had dirty mulch in it.

Évaluation :

3

I like the Mobile app better for the truck and return the truck because I had more gas in it than it was in it when I picked it up.

Évaluation :

3

There are a lot of holes and lag in your app. Need to do more testing and get this ironed out. The workflow is not smooth and is very confusing when it freezes and tells you you did something wrong just for it to approve you 30 seconds later of whatever you are doing. Also the UI is very misleading when the clickable elements are regular text and not bold shaded buttons.

Évaluation :

4

David was on site and made the rental a breeze after some issues with the times on the reservation.

Évaluation :

2

I was charged for equipment that was not provided. There was no mention of a refund and I was charged as if everything was accounted for. The space left to park the vehicle was too tight. It was the most tedious task that could've left me liable for damages.

Évaluation :

1

I was over charged or my credit card 100 instead of 62,8… the car I rented was already checked out do took a long time to get my U-Haul. They system was down so had to do a new booking at the store

Évaluation :

1

There is no AT&T cell service at the location. As a result, we had to keep driving to a service location to submit information and then return to the vehicle, resulting in 30-40 minutes to pickup/drop off. In addition, the dolly and cart requested were not in the vehicle. We should be refunded those charges. I will not use 24/7 again. It was a very frustrating experience. With that said, the truck was in hood operating order.

Évaluation :

5

We had the best service ever. Zac could not have been nicer, helpful. Just a stress free experience

Évaluation :

5

Quick and easy.

Évaluation :

4

Double check what customer needs as far as booking. There was no dolly, but I had an upgrade, but we never use it and I didn't receive a refund. Otherwise enough, the staff was very friendly and professional and trying to do their best when they're busy.

Évaluation :

5

OTM was fantastic. Ken really went above and beyond to explain the process and help me in the future. You need more drop-offs like this!

Évaluation :

2

Slow customer service it a bunch of additional fees

Évaluation :

5

Drop off location gave more information that the uHaul office itself

Évaluation :

3

No proper sign displayed due to restriction supposedly. I was not easy to find the place - the staff were excellent

Évaluation :

2

Location: there were no signs indicating where the key box was. We walked around and found it behind an obscure wall next to 2 unrelated companies. Can you please have clear signs for future renters? It will save time driving around / guessing where to locate the keys. Equipment cleanliness: the van interior and exterior looked clean and well maintained. I will recommend this location to a friend if they put better signs around. Other feedback: the customer service was probably on par with the generally below average service you get when calling Verizon company. Got passed around 3 times (1 time was with an agent in Florida and I'm in Virginia), one agent didn't know what the process was. I would recommend their call center manager / director to be replaced or better train the front line customer service agents. I was on the phone for 30 minutes which ate up into the moving time.

Évaluation :

5

👍

Évaluation :

5

I was not told that if I turned the vehicle early that there was going to be a $20 extra fee. So kinda disappointed with that. I turned the vehicle a day early and I get a few added to my bill. I did receive a text asking if I would turn in the vehicle on time the next day and I replied that I would turn it in on Sunday at 8:00pm. I was doing a good thing!!! I even turned in the truck with more gas than what was in there when I picked it up. So not happy with this experience

Évaluation :

4

Location is new so office is still working on the “inviting” part.

Évaluation :

5

Better instructions for returning the truck on a day when OTM is not open. I returned the truck, put the keys in the red box, and returned home to complete the return on-line. At that point, I found out that the only way to complete the return was by using the app while I was still at OTM and before I put the keys into the red box. I was able to complete the return by calling the main U-Haul number - so not a big deal.

Évaluation :

5

I had an excellent experience at this location. The staff were friendly and got me on the road quickly. The vehicle was clean and in very good condition. Will be renting from them again soon.

Évaluation :

5

Jim, the owner, was fantastic! Super nice guy and very helpful. He definitely understands customer care and went out of his way to help not only myself, but the woman in front of me in line. He was so genuine in his eagerness to "get it right." Loved this location.

Évaluation :

5

Very helpful, came right out as I drove up to help me check in.

Évaluation :

5

Good service

Évaluation :

5

Excellent customer service@ Seamless processing. Will use again and recommend highly. (Used another site before and this place is SO much better).

Évaluation :

2

The check engine light is on. The driver side door does not close properly. The cab was dirty. There is a sign in the trailer section states that I have to sweep it out or there will be a fine but there was significant debris in the back that I had to sweep out myself because I did not want it to be on my furniture. Your web site defaults to all kinds of options that I did not want and had to undo to avoid additional charges and additionally undo at the pick up site.. Your website states that the truck drives like a car but that is far from true.

Évaluation :

5

This was the best customer experience I’ve had with U-Haul, when I need U-Haul again this is where I’ll go.

Évaluation :

5

Both Ken and Zach were friendly and efficient. I reserved a van and upon seeing the size, requested an upgrade. Both men quickly accommodated my need without issue. I was very pleased with their great customer service.

Évaluation :

1

Terrible experience never used uhaul again in my moving needs. On top of the poor customer service the movers we hired were throwing out furniture around and broke a tv, my desk top, my tv stand, and my dresser….. MORTIFIED .

Évaluation :

5

Very good experience to rent an U-haul van.