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February 2024 by James Masino
Having to download an app that doesn't work properly was stressful and made the rental experience unknowable and confusing. Our reservation resulted in an employee with an iPad asking us to complete steps on the app, which didn't work with my phone's location services, which means the app ceases to function properly. So they had to manually send me a text to have me take a picture of my license while standing in front of them, just to send the photos back to them, again while standing in front of them. Which normally would be something someone could do at the counter in 20 seconds. Then, they asked to provide an emergency number that someone would call to verify existed, so we gave them my partner's number who was also standing right next to us, then they just walked away (and nobody called). After walking around trying to help multiple other customers with the same problems, they randomly handed me some keys to go find the truck. When I returned the truck, again the location services didn't work, I found one of the employees cleaning the vans and they took the keys, and the truck was considered returned. This is my first time having anything wrong with a Uhaul experience, I don't think data mining customers in exchange for a bottom-of-the-barrel level of service is a fair exchange. Anyway, the functions that did work on the app (like extending or changing the pickup/drop-off times) worked correctly and were useful. The truck also had a steering alignment issue that was very noticeable and didn't have a full tank of gas, which was understandable: They're not maintaining the vehicles with all the technical support they're busy with.
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February 2024 by Marcus Carrasquillo
Eliminate the scan process to rent a truck and bring back human customer service.
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February 2024 by Louis Rassaby
Location is the best one around! The app is complete garbage, though, and they require that you use the app to check into your vehicle. It kept crashing on me throughout both the pick-up and return process. Seriously, UHAUL -- hire some developers to fix the experience if you want people to feel good about it.
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February 2024 by areo diocan
First, you must provide private contacts of yours or personal information about your job or they won’t give you the vehicle. That is completely unnecessary and a privacy violation. Once arrived my reserved vehicle wasn’t there and they gave me another one they themselves didn’t know where it was and was dirty.Vehicle operated somewhat ok, but had clearly poor maintenance done do it. But the worst part is when you refill the gas tank to 1/4 to return it as they ask you. They installed some mischievous trick in the van that doesn’t show you right away how much gas you refilled up until later. So I stupidly kept adding gas and It cost me $22 in the end to refill my 23 mile drive. Shame on you u-haul!
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February 2024 by Mike Mike
The app does not work. It does not pick up your location when trying to complete your reservation. Then, it prompts you to call customer service, who says to call back in the morning. I wasted time & money traveling to this U-haul at 2am for a "guaranteed" reservation.
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February 2024 by Alessandro Monetti
They overbooked themselves and gave us a smaller truck than what we had reserved in advance and received confirmation on. Unbelievably, they can’t seem to manage their own booking system and don’t seem to have a method of knowing which trucks they are supposed to hold for customers who pre-booked and pre-checked in, and which trucks are open & available for walk-ins. Considering they are a rental company, this is really poor service and I recommend you look elsewhere.
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February 2024 by Ben Graham
Booooo!!
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December 2023 by Andrew Salter
The self service feature at the truck pickup is a disaster. It takes lots of time and ends up creating frustration amongst people waiting in line. Uhaul should spend its money on well trained employees that do their job instead of making customers to the work.
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November 2023 by Kevin Bergh
The equipment was excellent and the pick-up was super easy. However, the gas tank was not full, and I am still in the process of trying to get my money back that I was charged for fuel. Additionally, when dropping the equipment back off at the scheduled time, there was no security or employee presence of any kind. I was accosted in the parking lot by a person unaffiliated with u-haul when pulling in, and then as I tried to return the key to the lockbox, I was threatened by the same person who was roaming the parking lot.
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November 2023 by Raymond Francia
I need Amanda to contact me. Dollies are non existent at this location. It can’t be possible that I don’t see not 1 being used by anyone during the 2-3 hours that I was there today. I suspect the helpers outside are hiding them up stairs. This will be the first out of five 1 star reviews you’ll be receiving(we have a few members in my family and my mother rents a unit.) Yelp and Apple Maps will be next. I won’t change them until I receive a response saying this was resolved. I’ll be calling corporate in the morning as well. BTW, Amanda is the supervisor and she doesn’t respond to emails…
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November 2023 by Martin Robertson (RM at The Oro)
It wasn't as clear as I think it should be regarding the self-check-in and out process. The employees on site were not willing to offer much help, they seemed frustrated but were not rude. I almost left without checking out cause I did not get an email link telling me what I needed to do. I did see the sign by the drop box so was able to properly check-out - thanks for that! If you are using the self mobile app to receive and return your truck it is best to create an account. Going through the self check process outside the app can be confusing. All-in-all my experiance was good. The vehical was clean and ran well. The process works once you know where to go.
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November 2023 by Tonny Redman
It all started with the fact that after confirming the reservation, when I called the hotline, I was told that you can't reserve a one-way trailer 100%, and whether it will be at the location, I would only find out when I arrive. I confirmed the order and called again. I was told that no, if you've reserved it, it's final. Not all online representatives seem to know their job. We arrived at 8 in the morning. We were told it would take 30 minutes. We did the registration in advance, submitted the driver's documents, and everything else. When we went to the back yard where the trailers are parked, it turned out that ours doesn't work. The clearance lights don't light up and don't switch. The license plate lights as well. Initially, they said it was our car. But then a technician came to test, and it turned out the trailer was broken. They didn't want to exchange it, even though there were 10 identical trailers. They didn't want to switch to a smaller one, even though there were plenty of them. After that, problems started with the mechanic. He came an hour and a half later and said he would quickly fix the problem. My friend said, "Problem is here, look, and point of wire cable" Mechanic was not professional and started looking for it elsewhere. As it turned out, we were right. There were electrical wires cut. In general, the mechanic needed a few more hours to fix them, even though we could have done it in about 20 minutes. He kept running around constantly. They are all slow, like flies. Rude. Irresponsible. They don't care. We started to complain. The mechanic heard this and sent us away, saying he wouldn't fix it. I called the hotline, explained the situation, and the representative just sent us away and hung up. I had to call several times to file a complaint. After the malfunction was temporarily fixed, they started saying among themselves that they shouldn't do anything else; let them go as long as everything works. When I asked, "What if it breaks down halfway?" he told me, "Well, we gave you a working one," even though everything was repaired primitively, poorly, and with duct tape. Finally, after 5 hours, we left. It was a horrible experience. And all because someone didn't take care of the trailer when receiving it. They've killed their competitors, and now there's no choice. And the service has ceased to be of quality. A terrible experience. I won't even mention the moments when we were literally cursed at! I don't want to blame mechanic, of there a problem he should fixed it before. Not in the time where we come. One person this check trainer before. He not should work there! I received a $50 discount. Buls****
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October 2023 by Jazmine Anderson
Mixed vibes from renting at UHaul. Location is ideal, pricing is great but the transaction and picking up portion is a tad confusing/odd. I RSVPed online, arrive at the location ten mins prior to pick up (btw there’s tons of people coming at you for hire so prepare for that) and follow the step by step instructions. The app prompts you to find the truck, scan the vehicle for damage, find the lockbox and locate the keys on your own to avoid a delay in using the truck. Everything was smooth until the keys were not in the assigned lockbox, this requires calling support or locating a U-Haul employee to inquire about the missing keys. I stand online inside the U-Haul storage building for 45 mins (ugh, long line) for the U-Haul employee to have the keys behind the desk. Now, if I book contact free pick up to avoid a delay and still lose time what exactly is the point of a contact free pick up???? Not impressed….
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October 2023 by lisandra collazo
The customer does all the work on their phone. It's time consuming and very frustrating. It was easier when the employee stood behind the counter and did it for you. 5 counters not being used while customers standing around trying to do it in the phone. The helpers should be on these counters not on the floor helping the customer. Does not make sense. By the time you apply for the truck, van, it's gone.
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October 2023 by SCTPN Admin
I needed a cargo van to transport things for a fundraiser. Every location in Brooklyn my staff reached out to did not have vehicles available. I went to the location we usually rent from, and Amanda made magic happen for us.Thank you Amanda, thank you, thank you! You saved our Organization from catastrophe.The event went well. Fun was had by all.We highly recommend Park Slope Uhaul.
