I would like to mention I reserved this for Mike Hayes online & I called Exit 77 to get briefed on the checkout routine. On Wed. 4/26 evening when we arrived to pickup the rental after hours thru the app there were issues with that. I did the reservation online hours before. I couldn't retake the front pic of the license because there was a delay and it accidentally saved the back as the front, so there were 2 backs saved. Then when we continue it's asking for an "alternate person" which I already put myself down as the alternate in the online reservation or a copy of passport or a call to your employer. At 5:30 we're dealing with this! It seems like I spoke to 8 people during 1 disconnection, 1 hangup, and many calls & transfers. The 1st rep said the truck sharing dept can check me out online and gave me the direct ph# if disconnected again. Everyone was wonderful EXCEPT the one woman (name unknown) who was more than happy to cancel our reservation than help us or accelerate our problem to a supervisor. It didn't matter that the alternate person was already listed in the reservation, she insisted we need to call someone-anyone to be yet another alternate person to have Uhaul call. I don't know what the purpose of this is but it's ridiculous to have a 3rd individual involved in getting this truck. When she answered the phone I asked if I could give her the reservation#, I was met with a long pause and "what's this about"??! I explained we are self-employed, I was the alternate person already, and this info should've been requested online prior to us arriving for an easy checkout. We just said cancel it since we can't get any customer service past her. We hung up and called back to ask for a supervisor. After a few transfers of very nice reps, I believe it was Amy(?) that was the final person we spoke to that evening of one hour of calls - I lost my note with the woman's name. Whoever checked us out over the phone - THANK YOU SOOOO MUCH YOU ARE WONDERFUL to help us when we were trying so hard to resolve this. I was not with Mike Hayes when he dropped off the truck Saturday, but he said problem with the app after he took a pic of the odometer, etc the app didn't have a way to continue any further - but that might just be him hence the reason I went with him to pick it up to help out with the app. Other than the 1 woman rep who we found as very rude, EVERYONE else was wonderful to deal with and eager to figure out help.Michael H.
Exit 77 Self Storage
(U-Haul Neighborhood Dealer)
One-Way and In-Town® Rentals in Bayville, NJ 08721
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There was no one at drop off location at 1:30 pm. To help with return of truck. After doing return process online. Which left me unsure whether or not process was complete. And with no one there to help I left feeling process was incomplete. And I would get a call saying I had not returned truck on time. I had to call Uhaul to speak to someone. To assure your system show truck had been returned on time. I will not recomend this drop off location to anyone. Very disapointing.Peter S.
No one was available to give me key when I arrived. Tried using app while talking to customer service to retrieve key but could not due to remote location preventing using your app. Waited hour and half before getting key. My day sucked after this. Also, used my credit card online but still had to provide my card with person in office. Why???? Transaction used my bank acct and I wanted it on my credit card. I will never use U-Haul again. Horrible experienceKenneth F.
The truck stalled on me twice- once at a red light and it started moving backwards (the brakes wouldn't work to stop it until I put the truck in park and restarted the ignition); and a second time as I was pulling into a gas station.Melissa B.
Great customer service. I will be using that facility in any future rentals!!Antonio M.