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March 2024 by Barbara G.
Do not deal with this shop!! Specifically their storage space on Arthur Ashe Blvd. Jessica is the manager of the trucks and also storage. I was given a unit that had a defective latch for the lock to be inserted. Without boring you with the details, she denied existence of the situation even after her own employee tried to place her preferred lock (no other) and could not. I paid for two locksmiths in the process . . . This manager does not tell the truth and is motivated only by her revenues.....she debited my account for a full month's rent at the end when she owed me not the other way around. Steer clear of this organization.
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February 2024 by Feleica Williams
Customer service was very polite
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January 2024 by David Martin
These people will STEAL your money. Flat out.The manager was making up rules that contradict each other as she spoke in order to validate charging me a gas fee.My truck was supposed to be returned with 1/8 tank so I fueled it and dropped it off. When I confronted her about the $30 charge the next day she said her employee found a discrepancy so they had to charge me. I showed her a picture that I took after fueling and she said, and I am not joking in the slightest, "You see this picture is showing a QUARTER, so there's the discrepancy". I was absolutely dumbfounded. She refused to refund and after 15 minutes of her apparently not understanding how to process information in real-time I had to walk away and hope there was someone else I could contact (not hopeful).She also told me I should be GRATEFUL that she didn't charge me an overnight fee because I returned the truck at ---7:01pm--- because the employee literally shut and locked the door as I was walking up and pointed to the drop box so I had to do it on my phone (all this despite the fact that the return window literally stated 7:30).Everyone working here absolutely reeks of "I've never had control over any aspect of my life so I abuse the minuscule about of influence I have at work". It's Pathetic. They were all short-tempered, rude, and vindictive. Even towards each other!The fact that this review is one of MANY saying the same things indicates that none of this was brought on by the particular circumstances of my interactions or even by the U-Haul business model itself which can sometimes lead to frustrations for people who don't have much experience with it. It is 100% the cause of these miserable employees spreading their own grief to anyone they're forced to interact with. So I will go out of my way to very loudly ensure anyone who even mentions anything related to equipment rental stays far, far away from this location.Do not give them business.
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December 2023 by Courtney Ledbetter
Jessica at the desk was rude and condescending. I apparently looked confused at some point (I’ve never used a U-Haul or moving equipment before) because I was asked, “what’s the problem?” When she was showing me what I was supposed to take with me. What I had already ordered online wasn’t available, so I felt like I paid for things I didn’t get to use. The truck’s sun shield was broken, so it kept falling down and the manual window opener knob kept falling off every time I tried to roll down the window. I would definitely not use this location for another rental. I could deal with the mechanical defects of an old truck but the rudeness and condescension were unconscionable.
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November 2023 by EJ Vastag
Abysmal Service. Cheated.I’m going to skip over the part describing how the employee’s there are incompetent. Just be careful and double triple check everything before you leave.When I took my truck out, it was nearly empty and at this point, I had not yet received the email showing where the gas gauge was supposed to be.Since it was nearly empty, I filled up the truck with more gas than what I would needed , so I would not have to worry about it laterThe next day I returned the truck with the gas gauge substantially higher than when I took the truck out.Later that day to my surprise, I was charged a $30 refueling fee and charges for gallons of gas.I just spent multiple phone calls with U-Haul customer service, providing them with receipts and iPhone records showing that I had put gas in at the gas station just across the street from them AND just minutes after I rented the truck.Case Closed. Heck no.But that doesn’t matter, in the end they just said tough luck because I did not take a photo of the Gas Gauge before I took the truck out.So be WARNED when you walk out the door - who knows if the mileage is correct - if the gas is correct - if something is broken on it!You better walk around and take a video and photos of everything. And then they probably still would say too bad. You should’ve told us before you left.What a horrendously run company!!!
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November 2023 by Ceci Hughes
Worst service ever. Our uhaul was involved in a hit and run and we needed a new side view mirror in order to drive the truck to NYC the next day. The people working at the front desk told us there was nothing they could do to help us. Thank goodness the uhaul customer support number was able to help - I don’t know why the front desk people didn’t tell us to contact them in the first place! I don’t have any gripes with uhaul as a company - I’m just saying that the people working at the front desk at this location made our move a thousand times more stressful than it needed to be.
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October 2023 by D B.
Unsafe and unprofessional. They installed a hitch by only attaching 3 of the 4 bolts correctly. Imagine what could happen on the highway if the hitch fails! The fourth bolt is threaded only part-way in and at an angle -- which means they have not lined up the holes correctly and probably cross-threaded the nut that is welded into the frame of my Grand Cherokee. I took it back to have them correct their mistake. When I got there for my appointment, they said they did not see my appointment on the computer. We rescheduled it. They then called to say that second appointment had to be rescheduled, too. Today was the third appointment, and they just called to cancel it altogether. They said I need to go to a different location. Do not give Uhaul your business for hitch installation.
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April 2023 by Leyes HN
Very bad service and they don't help, they don't know what they do, they rented me a vehicle and they didn't allow me to deliver it to another office the staff is very bad
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February 2023 by Brooke Peot
This location is the most convenient, but they have issues. They have made CDW mandatory on pick up trucks and vans. That literally raises the price to $29.99. The first van I got the door wouldn’t shut. The 2nd smelled foul. And both were new. Clearly they’re not taking care of their equipment.
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January 2023 by Jennifer W.
I can't speak highly enough about my experience with this Uhaul location. First, I thought I needed the truck in the morning and forgot to change the order when my helpers weren't available until later. No problem. A kind young man called at the time I was due for pickup and helped me change my reservation for later the same day. Not only was I able to make a last minute reservation on a weekend, when I arrived, they allowed me to switch to a smaller truck. From the moment I walked in, the young man working was polite and patient. At that time, he was dealing with several other patrons who were not being so patient, and he never lost his cool and professional manner. When it was my turn, he was quick and helpful, and the whole transaction took only 5-10 minutes. Again, it was a busy Friday - great customer service. Somehow, in making the original online reservation - my fault - I must have clicked on packing materials to be included. I have no idea what happened, but I was making the online reservation with my phone... when I noticed a lot of products I didn't want or need, I brought it to the young man's attention and he said it didn't appear on my reservation. I let it go until I saw a charge on my debit card account. I sent an email asking to address the charges and was promptly called by Jessica, who asked me what happened and wanted to make sure that it didn't relate to my experience at the location. I assured her it did not, and that my experience was excellent. She could not have been nicer and explained that I would be refunded for those charges in a few business days. Here's where they went above and beyond - Jessica called tonight to let me know they found my debit card in the truck. It had fallen out of my pocket while I was driving. As you all know, moving is stressful - I've been at a loss all day looking for my card. They could have tossed it. Many places would have. This location, Jessica and her team, made it a PLEASURE to be their patron. Amazing customer care and will always have my business!
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November 2022 by D T
Would give zero stars if I could the staff at this location is horrible and very disrespectful. Do not rent from them they will overcharge you and pocket your money especially if u pay cash. I’ve had issues everytime I come to this location and it is unacceptable at the lack of customer service skills they gave you would think the manager would want to help but they men that is being rude towards people she is sleeping with so the complaints against them go in noticed when I asked to speak to the manager they laughed in my face and said we are having sec with her she not gonna do anything and that is very unprofessional and unacceptable just watever u do don’t rent from here u might leave in handcuff if you are short tempered
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October 2022 by Daphne D.
This U-Haul site was experience. I called to confirm my reservation due to seeing a text message with the same reservation number for another location. Not aware how my reservation was changed to this alternate location. The man who answered the phone immediately put me on hold. I arrive at the location before he came back on the line. I would say approximately 15 minutes later. I asked about my reservation. With little explanation, he repeatedly let me know that my reservation was at alternative location with no explanation why. He just said we don't have your equipment. I wanted to know why was I contacted so late. He was not helpful and could not provide any information. A frustrating experience to say the least. He treated us as if we had made a mistake or did something wrong. This is horrible customer service.
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August 2022 by Wade Cook
This was a terrible Uhaul experience. I will never go back to this Uhaul again. Save yourself the trouble and either use a different company or a different Uhaul location.w Real, real scammy.
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August 2022 by Edrees Saljuki
The worst experience renting U-Haul truck. Although the seasoned gentleman when I checked was extremely nice but the overall experience was horrible. They changed my original reservation from 2 day to 12 hours and then they called 3 hours before I was supposed to pickup the truck to tell me it is not available at 11 but it will be available at 6:30pm. The 1800 number was no help as it was an hour-long wait time. Just an awful experience. I had been using U-Haul for years but it is time to switch companies. Can't deal with this level of incompetence.
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August 2022 by Lauree Poole
Despite having an appointment it was over 2 hours before work on my trailer hitch began with no communication about the delay. Staff was rude and left my car a mess with mats thrown around and spare not properly stowed
