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Tim W
Customer Reviews for Jacobs Citgo & Towing
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
Answer the phone better
Gordon WEasy return!
lenville mNothing
HENRY VEvery time I rent a uhaul from anywhere else and return it anywhere else other than jacobs I get most of my money back but the last two times that I’ve either rented from jacobs or returned to jacobs I’ve not got no money back or barely any. Makes no sense.
Emily MWaited over 30 minutes for someone to instruct me where to park the rental trailer for drop off. Once they took care of the retrieval of the rental they seemed surprised and not extremely understanding on why they needed to reimburse me the deposit that was due with cash payment upon pick up. Seems to be way too much going on and a very large number of distractions at this location for any kind customer service to be performed that is satisfactory.
Terrence MVery accessible , very friendly, courteous .
TODD SAll good
Phil FThey are always very helpful very nice and polite
Sharon HEverything went well with no problems.
Phil FNot open on Sunday Sat close at noon for drop off
CHRISTOPHER WEverything was good except the truck was dirty on the interior and had garbage in it.
Kevin AGood job
Brian nThe owner was fantastic, attentive and helpful. He has our highest recommendation.
Glen SThank you for going above and beyond
Symone PAlso efficient and friendly
Olin EEverything was great!! He even waited in me past his closing time jsit to provide great customer service & to make sure I got the uhaul I needed so I could have it for the next day. I see where no improvements are needed because everything was perfect!!
edie hStevie Jacobs is wonderful.
Ramona MI called and left a message because no one was at the facility at my 8:00 pick up time. I finally called the Louisville district office and the were able to get a hold of someone.I had to wait 45 minutes past my scheduled pick up time before anyone showed up.
Jerry FSuper friendly staff … easy transaction. Truck was clean and dependable. Would totally recommend
Angie HVery friendly and personable. Easy drop off. Would easily recommend.
Kathleen WThey never turned the car in and I got charged twice
Johnathan HMake sure the bolts are tight on the axles of the trailer
Steven SThis office is very easy to work with, equipment is easy to pick up and drop off, courteous employees.
David SBoth Pickup and Drop off locations went above and beyond
Ted MGreat location to rent from. Quick and courteous.
David SGreat Service, Quick and Easy Pick up and Drop off
David SQuick and friendly service
Creed AI had an 8:00 am pickup scheduled. I arrived at 7:55 completed my check in on my phone, and no one was there until 8:30. After his arrival he was very accommodating and pleasant. However, I started a very busy day with a long delay.
James MI have dealt with Jacobs a long time he has a great personality
michael mHad to travel to another location to pick up the trailer. Inventory was not correct and the location was closed and not answering the phone. they had no clue i was scheduled to pick up the trailer.
Britta GQuick and easy. In and out very fast and very friendly. Everything was ready when I arrived.
Allen BGreat
SHAWN SIt was perfect and convenient.
carmelia cJacobs has a great staff and is always upfront about the quality of the equipment the owner is a great personal friend of mine
Justin AHave someone on site who can manage the uhauls without having to weight 30 minutes for someone to show up in the middle of the day. But in fairness to the dealer, he didnt have a lot of notice as the original location for my pickup didnt have the vehicle and were 20 minutes late in opening. No one let me know this location had no trucks on site despite me having a reservation. what customer service
JACK HThe associate was very nice but computer illiterate. The location did not have very good parking and was pretty much a shack beside the road. The location had moved, so the address given by the uHaul website wasn’t correct. Location on had 1 truck, period. The paperwork indicated that the gas tank had 3/4 tank, but in actuality it was just under 3/4. I mentioned it to the associate at the Langley location and he said “Just full it up to where it is now before you return it”. When I returned the vehicle the gauge was exactly where it had been when I picked it up. However, I was still made to pay more to be put gas in it (maybe 1 gallon). I frequently use uHaul and this was
George LNo public restroom, but the trailer was in great shape and the gentlemen that checked me out made sure the trailer was fully operational and correctly hitched to my vehicle before we left.
joan cThe uhaul had no AC and had mechanical issues. When I notified uhaul of this issue that acted as if I was lieing and offered me a 50.00 refund to shut up.
Shawn GNeed to make sure the dealers update thier address. Took me an hour to find out that Jacobs had moved out of town to a different be location. A small amount of communication goes a long way.
James SGreat service as expected.
JEFF BNot much. Service was excellent.
Melissa RConvenient. But they forgot some of my address that I rented so I have to call and make sure that gets credited back.
Phillip HIt would have been nice to have the equipment ready when I arrived. I drove a long way and had to wait over half an hour for then to get the truck and trailer ready, and their wait area is smoking, and that makes my eyes puffy and red.
Phillip HTow dolly was picked up and I already checked in online and paid. Showed up then guy tried to charge me more than I paid online saying I didn’t pay for insurance when I did. They hooked the tow dolly up for me and said all light where working. Got the vehicle loaded up and down the road. Once it got dark I got pulled over and was given a warning ?? cause the brake lights and turn signals were not operable and the taillights where to dim and could barely been seen. Which cost me more money than the trip should have cost cause I had to pull off and get a hotel for the night. So I would recommend this location. The guys there seem to not know what to do.
William NNothing I can think
Steven CEfficient and personable... Would use both places again????
Lori LThis has nothing to do with the Jacobs Citgo & Towing location, but this experience was terrible overall. Reserved the uHaul from Phillips Heat and Hardware in Staffordsville. Reserved it as a pickup and drop off there. The following week received a call from uHaul out of Louisville, KY stating the pickup would be in Martin, KY (35 miles from my move location). Informed them that I would be contacting Phillips heat and hardware to see what happened. Contacted Phillips heat and hardware and was told that someone submitted an online reservation that took precedence over mine reservation and the 26' uhaul I had reserved was given to someone else.... I had to drive to Martin to pick mine up now. I expressed my concerns with this option and the lady said she would take care of it and call me back. Received a text notification from uhaul that my pickup would be in Martin, KY on Thursday before I was to pickup. Called Phillips heat and hardware and the lady again said she would take care of it. She called me back later that day and said I was to pick it up at Salyersville instead, since that was closer. Called Salyersville and they knew nothing of it and said all they had was 17' truck... called the Martin location and Mr. Jacobs said he had the 26' truck and I had to come there and get it and bring it back there. At this point I had no choice but to do so as I was moving Friday. Got the bill from uhaul and they charged me for 140 miles to use... 70 of that was my having to go and pick it up and return it at the Martin location. Uhaul did give me a credit for $45 for having to go pick it up and return it they said.... no where near the 70 miles required to do so though.
JARROD HI was disappointed that although I placed my order two weeks in advance, for Pikeville, KY, I had to travel 45 minutes to Martin, KY to pick up my truck. I called to see if I could correct this situation but there was nothing they could do to remedy the distance.
Jessica IThe unit we RESERVED was not available! Why do we reserve 2 weeks in advance if the trucks are not available. Very dissatisfied. This was the case in the last 2 rentals.
Bonnie COriginally wanted the vehicle in Pikeville, no notice was given that it was in the Martin location 30 minutes away. Vehicle smelled like cigarette smoke.
James SThe location was not where the advertised address indicated it would be, and we had a hard time finding it with the navigator.
joanna d