Was called less than 24 hours prior to picking up my 10’ van (that I reserved for West Lafayette pickup) that there was no 10’ or 15’ van available and that the next best option was a 20’ van in a town 26 miles away from where I was moving from. Uhaul told me over the phone that they would up the estimated miles to accommodate for the fact that our trip was going to be increased from now having to drive the van from Frankfort to West Lafayette. Come the day of the pickup, shol was never opened and we were never given any instructions on how to pick up our van. I was told over the phone via a call with Uhaul that all I’d need to do was check in with the shop owner for key pickup. No online check in was mentioned once. Took us over AN HOUR of sitting, waiting, calling, and googling to figure out what to do and still didn’t even have the code for the lock on the key box. Horrible experience. And to top it all off Uhaul charged me $14 for exceeding the estimated miles of 83 miles (which was the mile estimate for the ORIGINAL van we booked, not the 20’ van an extra 26 miles away that we were told we would NOT be charged extra for). I am never renting with Uhaul ever again. Genuinely ridiculous and made my move 10x harder.
Sidney B
Customer Reviews for A&J's Lawn Equipment Inc
(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.
Upon arrival, they were already closed. We called toll free customer service and they helped us with the drop off procedures! We were very happy with our overall experience yesterday with U-haul, thank you!
VICKI SI found your app a little difficult to navigate when returning the trailer after hours. However, my daughter figured it out.
SUSAN LThere was dirt on the passenger footwell I had to clean from previous customer. Upon cleaning the footwell I found a plastic bowl under the seat that started developing the beginning stages of maggots.
DOUGLAS BNothing service was perfect
ANGELA YThey never have 2nough trucks,or employees.
JESSICA AOn the uhaul app, there was no where to check in the truck back to the location. It was confusing. The app had the renter starting out and making the reservation, I wanted to check it back in. I couldn’t figure it out. Everything else was fantabulous !!!!! Thank you.
MARK MVery easy process and reasonable rates! Staff was friendly and great to work with!
JOHN LA tire went flat because wear on the tire. Tread was showing on steer tire. Had to use charge box to charge battery and wipers were awful
MICHAEL CLove everything about the system
Christian GReturning the truck to the facility if they are closed is quite difficult
RUBY CThe problem we have every year is with the app. It's not user friendly. This year it totally skipped the return process of logging mileage, etc. and went to the page telling us we were done. We thought that was weird but assumed it was a change. We receive a text later in the afternoon telling us that we had not returned the truck. We went back and worked through the app again. The same thing happened. We couldn't have done anything at that point any way since we'd already returned the key. We called the owner and he understood and took care of it for us. You need a better app. It would also be nice if we could enter the driver's license and photo of driver ahead of time instead of having to sit there doing all of that in the cold weather.
JEFFERY PThe business that had the truck isn’t at fault. U-haul made it impossible for me so “self-check-return” via their APP. I scanned the code, prompted me to download the U-haul APP. It forced me to create an account. After my first attempt to create an account, it said I had maxed out opportunities to create an account and I was locked out. There is nothing on my end that I could’ve done differently. I wasn’t given the option to do anything differently. This made it impossible for me to work around. What a circus U-Haul has created!
JOHN HThe guy who helped me was friendly and very helpful.
ALLEN V2nd and final time to rent from this location. Owner is extremely unprofessional and tries to charge for miscellaneous charges after not being in the office during office hours. Employee quoted different information that was followed and owner denied all said. Do not rent from this business!
TARA MThe back of the truck was dirty we cleaned it three times and a&j lawn Care is lying that we left it dirty the owner there told us what to do to return it and it was the wrong instructions I then called 800 U-Haul and Regina said she would take care of it but the invoice still shows false information and a bill that already paid that the owner lied, I have pictures and proof but will you all do anything I recommend no one ever rent from this owner a&j lawn care and his license to rent U-Haul be banned and never be able to get again
RORY DVery easy to reserve, check out and return. Great customer service, friendly and explained all coverages and charges!
ANNA SDidn't like being charged for an extra day for being 5 minutes late 🙄
ALLEN WPersonnel was not helpful as there was no one there and it was only 5 o'clock. The parking lot was a little cramped and hard to get into. The check out process done on the phone was repetitive and too lengthy. We did find someone's phone on the ground and left it in the business's mailbox.
Steven MNothing
HARLEY BHad a 10:00 am pick up scheduled and the owners finally decided to show up at 12:45 and opened at the door at 12:56. Very poor!!!!!! The unit was returned cleaner than I picked it up!!!!! I would hope that U-Haul can do better than this.
VINCENT ALong wait as the dealer wanted me to back the trailer in, which I couldn't do. Had to wait while he took care of another customer that came in after me, then he attempted to back the trailer in, but ultimately parked it in a pull through location that I could have easily managed.
Donald MThe service person obviously didn't want to be helpful. Very disappointing service. Others in line commented they thought he was rude and should not be in the position. He does not represent UHaul well. The truck was clean and well maintained.
MATT IHad to wait to be assisted. No one inside or outside office. Said they could not accept my drop off. Would not stand to guide car off transport. Would not assist in removing chains from car, did not until found it pulling my car potentially causing damage. Said would charge $278 for dolly that I did not receive. Would not refund $100 charged even though paid by card, not cash. Later said he would remove and credit. Did not. Overall rude and nonprofessional. Will not do any business at this location and will tell others not to.
Tara MI did not set this as my pick-up location and had to drive additional miles and time to get it...causing me to be late to my appointment. Counter person was effective and efficient but not very nice.
Murray EAwesome job guys
Prentis SThe young man that assisted us at the counter was wonderful. However, the vehicle had all kinds of trash under the seats. We threw out of McDonald’s bag when we stopped to get a drink. And then when we got to the place to drop the vehicle off, making sure it was clean we found all kinds of napkins, etc. I took picture of the napkins, etc. but we’ve already thrown out the McDonald’s bag, it was also gravel on the floor and in the foot Well. This was not ours. Therefore, I think the $25 cleaning fee should be waived. Your truck is cleaner now that it was when we received it. Thank you.
CINDY AWhen we dropped off the truck the agent said if we were 1/4 to 3/8 full of fuel there would be no extra charges. When we received our email receipt we were charged $35 for 7 Gal of gas. You owe us money for having to wait for 2 hours to pick up the truck. Had the agent shared with us that we needed to put in more gas we certainly would have done so. Drop off service stinks
Jerry HThe mileage. We had to pay for 10 miles and we only went less then a mile
NIKKI FJOEL WENT ABOVE AND BEYOND TO HELP ME GET EVERYTHING DONE TO RENT THIS UHAUL WITH NO HICCUPS. IT WAS A VERY SMOOTH EXPERIENCE. APPRECIATE THE SERVICE. THANK YOU PENNY HORTON MANAGER OF TOBACCO PLUS
PENNY HService was great. I originally rented the truck for 2 days. When I realized I would need it longer I was able to call and extend the rental. The employee was friendly and quickly took care of my needs.
nicole lThe app was not very good. It couldn't find my location and then it wouldn't load so that I could return the truck. Was able finally to get in to return the truck through U-Haul.com. App was not very user friendly.
JEFFERY PThere wasn't much space to park the trailer upon return but we got it done. We pulled to a safe spot that we couldn't get it in with it hitched up.
RENEE SIt was all done quickly and efficiently. They explained everything thoroughly since it was my first time renting a truck.
Kristy BFast easy service
KIMBERLY GCharge after return not before then have to refund ,
GARY WVery smooth process. I called ahead to see what I needed to due for check in process since the 24/7 check in process did not work in FL. Staff at location was very helpful and informative. Great customer service. Well done. ( we were able to use the 24/7 check in process at drop off location without any issues.)
Ronny CCleanest and best condition I-haul truck I have ever rented. Literally.
James DVery accommodating, I had a lot of questions. He was glad that I asked questions and more than happy to answer each question. He explained everything very well. I had no problems at all. Thankful we have a local U-Haul rental.
MARSHA BVery affordable moving! Easy acesss, easy to return. Whole process went smooth.
Jordan WDid not call me or wait for a new card. Put a random charge days later. Cleaning out my meager bank account.
JESSICA AGreat service. Travis was very caring and very helpful. He knew what was best. Also he was good at explaining all the safe fees you need to rent to be sure you are safe as well.
JACOB BThe rental was clean for the most part. There was no real customer service, the guy basically was unfriendly, and just short of rude. I only chose this location because it was close.to my house. The service in Lebanon is much better. Next time, I will pay the extra mileage to go to Lebanon. The check in process on line was awful. I had to go through it 3 times because after I would get a good picture, the system would kick me out. It was cold and rainy/sleeting while I was checking the truck in. Thank goodness there was a security light to tale pictures under. Overall the truck got my job done, but a little more FRIENDLY customer service would have been nice. Again, for my future rentals I will go 20 miles away to rent, so that I get actual customer service. Just felt like I was bothering the guy renting the truck to me.
Kim AThe personnel at AJ’s were very friendly and helpful
Randall JKeep doing what you’re doing. You are always helpful, friendly and efficient.
Krista WKeep doing what you do.
MIchael FI want credit for filling up truck. My 20ft truck was not at the location specified. Never will rent again from U Haul
MARK PMake sure vehicle is clean and ready to rent.
ALLEN HI was over charged by 2 days
David EAtmosphere is uninviting, there’s two entrances & if you’ve never been there before like I hadn’t. You don’t know which way to go in, like they had expected me to know.
Brenda EManager was very professional and the trucks were really clean. I was very surprised to see how clean the truck was. I thought it was brand new for a second
TYLOR LGood customer service. Thanks!
George T