I have been renting from UHaul for over 40 years. This is a review of UHaul itself more so than the rental pick-up location. Your online process has flaws that need to be addressed. I had included a dolly as part of my order. When I arrived, I was told that the location did not have dollies. Then I was asked questions to which the answers I had already entered online previously. This is irritating to the customer. The truck cab was not cleaned out. This is OK until during the, once again, online based check-in process, I was asked if the cab was clean, and otherwise I would pay a charge if I returned it in the same condition. More importantly, the windshield had not been cleaned for a long time apparently. Besides the dirty condition on the outside, the inside was so smudged as to present a safety issue. This is unacceptable. It is poor business practice to not have the fuel at full for the customer. Any quality rental car company does this. It is irritating to the customer to try to fill back up to, say 15/16 full. This lack of service reflects poorly on UHaul. Finally, the Uhaul return process needs fixing. I was given a return time that was a full hour before the location opened. Coordinate the return times with the location open even if that means the rental time is extended (without additional charges). Certainly, with the online check-in process, the customer better have a smartphone, good connectivity, and know how to use the more advanced functionality required for check-in. It is irritating that Uhaul would charge a $20 "convenience" fee to check customer returns. Is the customer now doing the clerk's job? And if not, why does the customer have to pay to have the return check-in done by the location? All these business practices reflect very, very poorly on Uhaul.Alan T.
Rt 9 Sunnys
(U-Haul Neighborhood Dealer)
One-Way and In-Town® Rentals in Martinsburg, WV 25404
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I had to remove the trailer off the hitch by myself. I was not strong enough and had to call my daughters boyfriend to come meet me to help.Tracy L.
Website is mid informed on hitch size for car trailer. Location had no hitches to rent. I had to drive to advance auto and purchase a 50$ hitch to make everything work. No light adapter for vehicle or none to rent. Straps was to short on trailer lucky I brought my own. Location did the best they could uhaul just is no equipped for car towing. Also could drop off at a different location had to return it there .Dennis C.
Charged my card twiceDavid K.
Excellent customer service cashier Kim is very helpful and great customer servicesunny M.