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.
Provide instructions on your website/app if you need assistance with the locations services on your phone. It cost me about an hour of time.
I will never do remote check in again. Big pain in the butt. Had no idea they would need more verification by calling people. App would not pick up my location. When I reserved the truck the rep that called me could have clued me in to all the extra verification requirements.
Checking out the truck and returning the truck online were not possible. I rented the truck starting at 9am but needed to wait until they opened at 10 so I could get it. Very unhappy with online aspect. Donna at Airlake storage was very helpful.
it was clean but found out air conditioning didn't work. the gal was nice enough to tell us b/f picking up but we were ok with it as went only a short ways
Nobody there when I arrived at scheduled pick-up time. Had to call number on the door and wait to be contacted. Over 30 minutes to simply pick up the vehicle. Hot day and AC did nit work at all in the truck.
Wonderful customer experience.
Here is my biggest complaint. We got there at 8:30am and was told we had to do check in online. So we started the process and could not continue. So I called Uhaul and supposedly we were signed up for a reservation time, which was unknown to me. Then once we got that figured out we were told the key would be in the back of the truck. So we continued the process and the key was not there, I guess it was in a secure area that needs passcode to get the key. Which I get, but it took us over an hour to get the key due to all of this, plus getting approved on your website. After all of this, there was no covers that i ordered. This really pushed me away from uhaul for the future. I have always enjoyed using uhaul but this really affected us for what we spent to get a uhaul.
I had an excellent experience. Darla was amazing.
Business was closed signs and key drop were not visible from the road. Drove around for an extra 10 minutes trying to find the place. Luckily I had a smart phone and could do a mobile drop off. Not everyone has a cell phone with data, don't just assume. If you are going to have someone drop a truck off at a closed location it should be CLEARLY explained to them that they will need a smart phone to complete the process. What a pain in the ass.
I ordered a dolly and a dolly was not included in my order.
