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NANETTE F
Customer Reviews for American Store & Lock
(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.
Was given a defective utility dolly when it was supposed to be there to help us and make it easier. Didn’t realize it was defective until we needed it as it was in the back of the truck. Frustrated as this should have never happened and not sure why they would’ve even supply this. The location was closed when I needed assistance with the dolly. When trying to use the dolly, it was scratching my appliances and would not strap due to the defective handlebar. Staff was friendly, but overworked
JAMES HI was told I don’t return my truck when I had and they called and texted for 3 days. I had to call support where they could clearly see the pictures I loaded at return. Then I was charged for the extra insurance when I had already paid it. Then on top of that they tried to charge me for gas even though I returned at same level. Too much of a hassle with this particular franchise. Choose another. I’ve never had these problems before
DONNA WAmazing customer service. I will be returning
Cody BI think I was rip offed, because I had visited previous week asked the guy name(xevier)told me price was $39.99 includes tax within 30 miles,but next week on Monday there was different person was in the office who charged almost double charges $61,73. Even though I have explained that xevier’s mentioned the price. Is someone willing to explain why?
DUK NProvide personnel to explain the billing. I don’t trust or like being charged by a non-human.
Cynthia LThe staff at this location were very friendly and polite. The location itself is sketchy, cluttered and rundown. It’s aso a storage facility which is why there is “stuff” sitting about. It looks like a rundown junkyard with an old construction trailer out in the middle of it. There is a different construction trailer at the entrance but it seems to no longer be in use adding to the junkyard feel. I would not rent from this location again. We only chose this location because the other locations we normally rent from were sold out of the size vehicle we needed and this location seemed convenient (online recommendations) to the direction I was headed. We were assigned a 20’ truck. Upon examination of the truck, the back of the truck had been left open. Based solely on the location it made me wonder if someone had been sleeping in the truck. I tried to close the back and it almost wouldn’t close. With a lot of effort, myself and another person, were able to close the back door and latch it. We took photos of the surrounding. This truck looked like it had been through more than its fair share of accidents. We photographed as much as we could and pressed on. Later we discovered the drivers side door doesn’t open when locked. It cannot be unlocked with a key. THANKFULLY, the passenger side had not been locked so we were able to get in from that side and unlock the door by climbing over. The key would not unlock the door. ALSO, to start the truck, you had to hold your head just right, pray and with just the right jiggle, it would start. It would aeem this was enough. But no! There is more. We successfully complete our event. Load the truck and head back to our office to unload. As my husband is driving through the McAlpine Creek Park parking lot, the front drivers side tire blew. By the grace of God, he was in a parking lot and going slow, but what if he wasn’t!! What if had been on a main road, he would have been hurt and hurt others. We called the location. The staff was polite and helpful. We called roadside assistance. The staff asked us to call the regional manager. We did. In the moment, we received help. Upon return of the vehicle we locked the door mistakenly prior to taking photos of the mileage. And I could not find anyone to help us on-site. I tried calling the manager again, I have yet to hear back. I did not have this crazy expectation but I do like a clean and workable vehicle. A vehicle that appears to be up to date with maintenance. This rental did not fit the standard of what I am accustomed to with UHaul. I am interested in hearing from someone and that someone offering more than an apology.
SHANNON RLocation is quick, convenient, and had what I needed available. I will use them again.
ARCHIE MMore directions where to park when you enter the facility long walk to the office. Very friendly and helpful! Thank you
DEBRA GVery easy transaction. We were asked to call when we arrived, which we did. We were told where to drop the key, and that was it!
JAMES SNo problem.
Vicki HThe pick-up was seamless and quick. The gentlemen who helped us were friendly and efficient. Moving furniture sucks, they made it slightly better by being awesome to work with. Thank you.
BRIAN PAgent was excellent and on top of of his game.
Richard RWas very busy, took quite a while to get the trailer which should have been a much quicker process. Not an issue with the employee, just too many interuptions.
Scott LWe completed the drop completely digital so we did not interact with a human being so I can't comment on the those questions. Using the app for the drop off was easy. I appreciate the sample images and helpful videos provided.
William BNo improvement necessary. Customer service was great manager was very helpful and very courteous.
EDWARD JEmployee Xavier was so stressed out due to what someone else did by parking a truck stuck in the mud that made him not very friendly but I somewhat understand .
LESLIE KGreat customer service, very accommodating, and willing to work with you if plans change.
Casey DVehicle was filthy- seat broken down. This truck should be off line. Self service via app is not an improvement- takes more time than just walking into the office. A Terrible customer experience.
Christopher HThe guy that rented me the truck was super helpful and nice
DAKOTA CI signed up to rent a an appliance dolly and furniture pads. This location does not even have those available, so I don't understand why I was moved to a location that could not fulfill my order. Customer service also has not refunded my payment for these items that were never provided.
Juliann LNothing, the service was excellent.
GEORGE EFriendly staff and great customer service
HOWARD BYour representative there Lance went above and beyond to help me with my needs and I think you’re very fortunate to have him on your team.
LOUIS CSteering on the truck I used was really loose-a lot of play in the steering wheel. Lance was excellent and very accommodating to me. Appreciate an honest business. Location was easy in and out.
TIMOTHY KNo personnel since it was after hours
Michelle FLance assisted me with my rental. He was busy but was in no rush to send me on my way without explaining all the necessary information. All safety matters were explained/covered. I would and probably will rent from this location again.
NELS GLocation was great. But one bad experience with customer service. Unhelpful and unfriendly.
Mckay BNo complaints, this service was exceptional!
KIMBERLY JNo employee was there during business hours.
JOHN SPick up and drop off were easy. Office is in the rear of the complex, inside the gate.
Michael CBadly signed, very unprofessional. No real protocol for out of hours return. Did not check vehicle back in so I got reminders about returning the equipment. Trailer was great.
James AThere was no one at the location
Curtis Gthe person working the counter made the experience amazing
IGOR BFriendly and very helpful during the rental process!
SHERRY HText receipt
Mark CI don’t think I was charged the right amount! They didn’t give me a copy of the address of wheee to drop off trailer Many other problems
Gary LGood 👍
Renato PIt was 100% contactless. Went well. No glitches. THANKS!!
Fred CAwesome professional service!
SHANNON SThe gentlemen who were running the pick-up. location were very friendly and helpful. Will 100% go back.
Daryl SIndication of where the office is located would be helpful but otherwise it was a good experience!
Janna HLance was very helpful. The van was perfect.
LISA PEverything was good and the office staff was ver helpful
Jaishankar DSo happy we ran into Lance. Best customer service and really cares for everyone.
Shaquille GThe trailer I rented worked great. A good experience
James Dthere were no problems with the car. but the payment is just terrible, they charged me three times in two days, it already looks like a fraud. It is impossible to contact for consultation (
Illia SXavier was exceptional with his customer service. The equipment was clean, well maintained, and fully funtional.
CEDRIC MThanks for helping me out
Howard BWhile I was returning my truck via the U-Haul app, the app crashed. I had a difficult time trying to pick up where I had left off in the return process through the app. Ultimately, insensible to complete the vehicle walk around photo verification process. Fortunately, it appeared that my transaction had registered as complete so I was finally able to leave the truck and be on my way. Also, that location’s parking area in not well-lit. Taking photos of the truck at night was difficult to get good images.
Kiley CWould prefer to have expedited out-the-door options for guests who checked in online. The after hours return process via the app is onerous and very poorly designed. I had already taken all the pictures with my phone before starting the process, but it would not let me upload pictures, only take new ones. Plus, the app required me to take 5-6 of each angle before it would let me continue to the next picture, resulting in a very long process.
Abigail HI called and registered my complaint regarding the 2 hour pick up process that was unsuccessful requiring my family to pick up the U-Haul the next morning at 10 am. This caused work and scheduling issues for 4 people! The truck had oil stains in the back I have pictures. It was in need of maintenance. I’ve spent over $700 with U-Haul over the last 2 years and i highly doubt I will use U-Haul again. I don’t believe I received any value.
Kevin SEasy pickup....no issues
Michael RThere was a major miscommunication that Almost costed me 200$ extra due to lack of communication between drop off location and pick up. Would not recommend uhaul to anyone doing a one way trip.
matt jThe internet connection was not working due to electrical issues in the office. This led to a 30 minute delay in getting the rental. Additionally, the parking was chaotic and poorly managed. The employees were frustrated with the U-Haul system and not particularly helpful.
Jordan HI did not receive the appliance dolly in the truck. I had to drive back to the location and get it after I had already driven the UHaul home to start packing
Lerin TThe uhaul we picked up was filthy. There box was not swept out there was so much dirt, nails, screws, change, trash we had to clean it before we started loading.
ERICA P