Customer did not leave a comment.Tom C.
Customer Reviews for ARS Fresno LLC
(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.
Customer did not leave a comment.Raisa V.
Online check out not working Phone calls no answerGerardo O.
The uhaul for me was apparently stolen the night before. Uhaul made no attempt to contact me about this, i got to the pickup at 830am and the worker at the gas station told me this. He had no emergency contact for uhaul, there was no way to contact uhaul. The worker at that the gas station was exceptional and nice, but very disappointed in uhaul all around.Ronald C.
Customer did not leave a comment.Daniel S.
The agent on site did not close the reservation when I returned the key to him. I Had to call customer service an hour later to make sure it was closed. Then I was charged extra $20 as an after ours service fee, even though the reservation took place during the location working hours and the equipment was returned on time. Still not resolved after spending over 40 min on calls with customer service.IRINA T.
Customer did not leave a comment.David T. H.
Customer did not leave a comment.Stephen S.
Employee, Bill, handled my rental after I reserved the U-Haul truck. I'd read reviews on subject location prior to arrival but was pleased with the customer service Bill demonstrated. My final invoice was exactly what I expected. I'm aware that subject location is a target of gasoline thieves so I concluded much of the location's problems could be attributed to crime over which location's employees have no control.Duane O.
Customer did not leave a comment.Richard E.
I had reserved furniture dolly and when I showed up on the day of - it wasn't available even after checking in a day prior to the reservation. As a result I had to move very heavy furniture without it resulting in delays and stress.Nachiket K.
Convenient location close to my neighborhood with friendly staff. The gas fill tube had been cut and tank siphoned. Left location and attempted to get gas and poured gas everywhere. Waited 90 minutes for road side assistance to arrive. Please check the condition of the trucks in the morning.Stuart H.
Got my receipt but it was 300% more expensive than it should have been...wrong rate (double rate on online receipt), charged for after hours return when brought back at noon on weekday, charged SafeMove fee (did not authorize), wrong return time and charged for fuel when I purchased gas and returned nearly as empty as when I picked it up. Only thing correct was mileage (I went 10 miles, returned van in 2 hours and was charged $164!) The van was in bad shape...dirty in cab, garbage in back, very bumpy ride. Minor point: Slow to get keys despite having done the pre-check in tasks online prior. I'll be calling for a refund of most of the charges.Shannon H.
My reservation for pick up was 9:30. The woman in charge told me that their location only handled UHaul reservations after 10:00. I had workers waiting to load at 10:00,,,she didn't care. She also told me that it would take at least a half an hour to do the the paperwork and truck inspection, even though I had pre registered.Michael R.
Nothing, I rarely state this but they went above and beyond in helping me.My V.
Gas had been siphoned overnight. Getting that sorted out with the staff slowed down my moving schedule. The staff was extremely helpful though! I am still awaiting a refund for the missing gas.Taun M.
I ordered a furniture dolly and furniture pads and did not receive them.Mikaela H.
When I arrived to the location saying I was here for a uhaul pick up the cashier sighed and rolled his eyes. He â€œjokinglyâ€ called me a silly woman multiple times during our interaction and then asked the guys I was with to look for equipment such as dollies we were looking to rent with the uhaul in the trucks because he was unaware/had not checked what was available and only had 1 of the 2 dollies we requested in our online reservation prior to us arriving at the location.Michelle C.
I didn't want to call or contact someone about this for $6 but I had already filled almost 3 gallons of gas before returning the van since I only drove 6 miles total. I was still charged for 1.5 gallons of gas. Wish I was told not to fill gas since I will be charged for it anyways.Sunil P.
Customer did not leave a comment.Ricardo C.
Not only did everything go well - the gentleman who helped me was very nice and welcoming.Judy M.
Make sure if you say it's full of gas it is. I had to buy 3.14 gallons but only drove 14 milesEric R.
Location and truck were fine. The app was the problem. I couldn't do the initial damage photos and I was already late. After moving and returning the truck the app wouldn't work to return the uhaul and the website wouldn't let me submit photos. I sat for over an hour trying to submit the check in photos.Edward D.
The representative that helped me was outstanding. She was professional, courteous, helpful and overall a pleasure to work with. I do feel that these trucks should be cleaned between customers, especially during the Covid19 pandemic. I felt extremely uncomfortable getting into the truck or touching anything and wound up spending 10 minutes wiping down the interior with disinfectant wipes before I could be comfortable taking off. It would have felt amazing to get into a vehicle that at least appeared to have been cleaned or disinfected.Kristy K.
Make sure your lock boxes aren't broken to avoid any unnecessary delays.Have better and more helpful customer service. It took several long calls to access the truck. This delayed my Mother's move by 2 hours.Danielle D.
Very helpful attendants - easy and quick!Holly D.
Do wipe down of interior and get a new combo lock.AJ C.
Customer did not leave a comment.Echo J.
I made a reservation for my long move over a month in advance. This was the third location UHaul sent me and all within 24-48 hours of pickup day. That is unacceptable, and UHaul made no effort to get the truck to original location.James F.
The manager at this location was helpful. However. I set up to pickup a 15' truck at 8am. I was informed on arrival that I couldn't check it out until 10am. I needed the truck until 4, but the location closed at 2pm. I was not aware of any of this until I was there. It was very frustrating because I was set up to move and everything hinged on the truck. So I'm pretty annoyed at this with no warning ahead of time. In the end it worked out fortunately. The equipment functioned fine, and the manager of the pickup location helped get me going fortunately.Adam K.
Furniture dolly was not included although I was still charged.Bryan B.
While owner/agent was friendly and put me in van; when I returned it a day later I gave the keys to an attendant. I asked is there anything g else I need from them - to which he replied no. I then called the agents bookkeeper to confirm the unit was checked in. She said she hadn't got to checking it in. I then asked her to insure it was checked in effective 10am PDT so I wouldn't get charged an extra day. She said she would take care of it. Within a hour of talking to her I received an email with the final bill. I was charged for two days use!! I then had to contact U-haul customer serve who corrected and reversed the charges.Duane O.
Customer did not leave a comment.Thomas W.
App was a bit clunky, but in person service at the Shell gas station was fast and efficient.Jeffrey T.
Maintain the vehicles a whole lot more than they doChristian R.
Customer did not leave a comment.Sheldon S.
The people handling the pickup and drop off of the U-Haul did not inform me of the additional lock on the back of the truck so I didn't have the code to unlock it. They also did not make it clear that I would be charged $20.00 for a drop off outside of â€œoffice hoursâ€ and I had to go through a whole return protocol. Just frustrating and exhausting.Emily M.
The link to submit my drivers license from my phone didn't work with Firefox on Android and didn't work with my desktop browser. For something as simple as submitting a photo, these apps should have worked.KEVIN HOWARD K.
Since I could check the van out and back in with the help of the guy who works here, it went extremely smoothly. If I had to rely on the U Haul app, then I would have gone elsewhere.Kevin H.
Customer did not leave a comment.Connie M.
Your website allowed me to pick a 930 pick up and your website suggested that I get there 15 minutes early. I got to the pick up site at 9:15. There was only a stocker person at the facility and his English was less than perfect. He kept yelling at me to use the app. I went to use the app and there was a message saying that I couldn't check in until 10 o'clock. So there is a discrepancy between your website and the app. I came back at 10 o'clock to check in and was told I needed to wait For the manager. I stood in the store for 15 minutes while the manager was in the back roo, even though she knew I was waiting for her. When I went back in peaked in the door way, she instantly got very defensive and said she was busy working on things and that I needed to use the app. I told her that when I had called the number that the stocker had given me, that I was told I needed to speak to the manager. That inner change seem to make her very angry at me and in front of people in the store and the other employees she said I was extremely rude and that she wasn't going to help me and she walked out of the store. I called back to your customer service Number and a representative stayed on the phone with me while my son checked in to the app and checked out the van to us. That customer service representative said that they would contact the person who owned the particular U-Haul franchise that I was at and that they would call me back to hear what I had to say about the manager. I have not heard back from them. Finally, an hour after I had arrived at the service station to pick up my U-Haul, I was giving the keys to the U-Haul. As I drove out of the parking lot, I saw the manager at another U-Haul van with the door open but doing nothing. She should be fired. She clearly has zero skills and I really doubt that she is a manager. Her emotional make up is hysterical at best and incompetent. I will never rent a U-Haul from that location again. The managers name is DianeLaurel H.
Shawn and Zach were AWESOME! Thorough and smart about moving the furniture. Very kind, hard working people.Matt B.
Customer did not leave a comment.Peter A.
I had arranged through the online ordering to pick the van up at 9am but when I got to the location the app told me that I couldn't get the keys until 10am. Fortunately the person inside the gas station was very nice and made time for me anyway and I had the keys by about 9:15am. The people at this location were very nice and so was the Uhaul guy who was cleaning the vehicles behind the gas station was also very friendly and helpful.Kathleen Z.
The van was filthy inside, and I did not have the dolly that I reserved. I had to make another trip back to the station to pick it up. Also, the whole online process was a mess. The odometer was never accurate and I had to wait nearly an hour to get get my return processed correctly.Curt J.
Poor service, impossible to reach anyone by phone, and irresponsible management of automatic billing services (I have received add-on charges to my credit card regularly for a rental contract that is over a week old).Tristan B.
Customer did not leave a comment.Deborah S.
they charged me extra 50 dollars for no reason. They said it was for the.gas and debris in the trunk and never provided any proof. I know this is going to happen, so i took a picture of the gas tank before i start. Even if I show the manager the proof and asked for a proof of the gas and debris they were taljing about. He never replied!!! Never gonna rent from here again!Xuebo S.
Better customer service and correct billing practices. We rented the truck at 11:30 and dropped it off at 1:30 have driven a total of 7 miles. We were charged for an after hours drop off even though we returned it 3 hours before the drop off. Have rented 3 times at this location. Never again, each time we have had problems. There is a reason it is poorly rated online - its the most convenient. But we will now go out of our way to rent from another location.Brian P.
Give a warning that 1) no locks are provided to lock the cargo door, and 2) the specs of locks required. The one lock I did find didn't fit, and another lock I tried didn't fit either. I reserve a dolly, I received an email that the dolly was confirmed, and upon picking it up I was told it was a bigger dolly that I had reserved and had a weight I could barely handle. Weight of the equipment and being able to get it, especially when you confirm it 24 hrs ahead of time would be appreciated.Aurelie M.
Customer did not leave a comment.Kristi K.
uhaul storage center had no units when I got there so I had to drive extra miles to find another place.jerald C.
great service,easy pick up, made our move low stress and affordable. Thank you!JULIET BELLE J.
Customer did not leave a comment.Neeraj K.
The hand truck I ordered was not included with the van when I picked it up. I called right away once we realized, and was told I would not be charged, but the charge still showed on my receipt that was sent upon return of the van.Mason D.
Customer did not leave a comment.Steve F.
Customer did not leave a comment.Ana K.
There's two parts to this review: my attempted pickup at the Kirkland location (the location I requested) and the pickup at the Seattle location. The employee at the Kirkland location(85th street) was extremely rude and confrontational. I requested to pickup my Uhaul at that location because I live 5 minutes away, but was told when I got there that I needed to go to Seattle to pick up my Uhaul. When I showed the employee my receipt, showing pickup at Kirkland, he extremely rudely stated "you requested to pick up here, but that doesn't mean you actually get to pick up here." When booking, I wanted to get a 10' truck, but there was a note that I might not get it. The 15' truck at the Kirkland location was listed as a guarantee, so I was very upset to hear that they didn't have a truck for me. The actual pickup location was at a gas station, which was extremely off-putting, especially since there was no marking on the building indicating it was affiliated with Uhaul, just some Uhaul trucks in the parking lot. The clerk, however, was an absolute joy to work with. He cracked jokes and made me feel at home. I give him 5 stars but the rest of the experience was awful and I would not recommend Uhaul to anyone based on this experience. Much improvement needed.Dylan F.
I requested a dolly, which I did receive, but it was not the size I recall requesting. I was sure I requested a small one to be used for moving boxes. Instead I got one much larger than me that was meant to move a refrigerator or other large items. I could barely lift the dolly and ended up not using it because it was too heavy. When I returned the cart, I was told to put it in the storage area with the others. There I saw a smaller one that was the size I had requested. I am frustrated that I paid for a cart rental and then was given the wrong size and one I could not physically use.Catherine C.
My overall experience with uHaul was painful, and I will never use them again. The website is buggy as hell. It allowed me book vans that were not available. After changing the date for my booking I still got an update for my original booking/location, confusing the hell out of me and causing large amounts of stress, there was no warning that the self-pickup process for getting the van would be so time consuming or convoluted, and the return process had a massive error, advising me to return the key to a drop box instead of using the combination lock in the storage compartment of the vehicle. Also, I was erroneously charged for my original request for the extra insurance, even though I downgraded it and my order on the website reflects this. Uhaul need to hire better software engineers and UX researchers.David F.
The online check-in was pretty simple. Bill at the location was super great to work with and took very good care of me.Garrett K.
Bill was running the show on this one, and I can not describe in words how fantastic my experience was with him. He was extremely helpful, professional, and efficient. Phenomenal human being and great experience. Highly recommend this location, and specifically Bill!Zach H.
I was confused that I didn't receive a receipt last night when I turned in the truck. It made me think that I had to do a online checkout, even though I was able to turn in the key. I see that isn't the case now, but it was a little confusing on how to return my truck the correct way.Chandler K.
I was charged a full $30 fill up for the tank however I picked the truck up with a quarter of a tank and took it less than 5 miles. How does that work??Alex H.
Customer did not leave a comment.Amr A.
You cannot have contact less pick up if your APP, website and 1-800 do not work!!! My experience was infuriating today and I will never use U-Haul againJocelyn K.
Battery failed 3 times, even after a 40 min drive. Bad battery, no maintenance. Rented vehicle not on lot at time of reservation. Vehicle was stolen prior week, location didn't notify haul nor me. Took 45 min to get a rental day of, when I had reservation. No pickup box for keys at location. Employees didn't have any information and had to call regional haul office. Horrible experience!!!!CHERIE H.
The manager at this location was very rude to us when we tried to get the keys for the truck we had rented. It was already 25min past our reserved pick up time because the people ahead of us returned late. The online pick up wasn't working correctly on 7/31 so I couldn't launch the pick up info to get the truck number. The guy just kept saying you need the truck number. All I had access to was my reservation number but he ignored me and helped several other customers first. Finally, he got his cellphone and called a U-Haul representative and just said â€œtalk to himâ€. The person on the phone was quite nice and told me that in fact the internet at this location had been down all day and quickly took care of starting my reservation. So if possible I'd avoid this location but the U-Haul rep was excellent.Sophie B.
Online check-in process is the WORST. If I had chosen to pick up the truck at the counter, I would have saved over an hour of my and your employee's time. If your system is broken, why make me make an hour long phone call when you could have just given me the option to hand over the check out process to the on site staff? Once I completed the online check in process at home, there were no further instructions. So I just went to pick up the truck. Hand delivery was the option shown on my screen. Nobody knew what that meant. My only option was to call U-Haul and wait on hold for half an hour. And then spend another half hour trying to communicate with your staff, follow the check in process on my phone in the sun, and watch my battery go to 2%.Richard M.
First, we arrived to pick up our U-haul on time (at 8:00 AM), had a reservation for four hours, to return at 12:00. The woman said it wasn't ready, it hadn't been checked in yet, but asked if we'd have it back by noon. I said that it depended on when we got the U-haul. It only took 20 minutes for her to get the U-haul checked in and for us to get out - which was fine with me. She said we had the U-haul for 4 hours from the time she checked it out to us, which was 20 - 25 minutes late. The U-haul was fine, we used it for 4 hours. I arrived back less than 10 minutes past when it was due, and she said she'd have to charge me for a another full day (because it was late). I asked if I could continue to use it - since I was already being charged - she said no, their was a lady waiting that had been waiting since noon - so she was going to get the truck 30 minutes late as it was. In short, we were given the truck 20 minutes late. Not an issue for me. The person checking it out to us didn't wear a mask (because of asthma) and stayed 6 feet away from us (also, not a problem), was smoking while she checked us out - which she said was not allowed (I don't care), took her shoes off while checking us out (still - not an issue). Here's the issue. I got the truck 20+ minutes late - I returned the truck 10 minutes after it was due and got charged for A WHOLE DAY that I didn't have the truck. It seems very punitive and petty. Also, if U-haul needs to check trucks in and out, they need to have a cushion (to get the trucks checked in, then out) otherwise - the trucks will be late. I originally wasn't due to drop the truck off til noon, the next person was due to pick it up at the same time I dropped it off. There isn't time for the person working there to get the job done properly.Ana T.
When we got there, the truck we rented was not available so we had to rent a bigger truck which was more difficult to drive. The man that was helping us unlock the truck was rude and the process took a long time.Michael S.
Customer did not leave a comment.Cameron M.
Customer did not leave a comment.Benjamin B.
Customer did not leave a comment.Lucille W.
Customer did not leave a comment.Gerald D.
Customer did not leave a comment.Mike D.
Customer did not leave a comment.Lucille W.
Excellent ServicesJavier J.
Return milage was incorrectly entered and I was charged for an extra 100 miles, I'm still trying to get a refund weeks later. I was charged with taking more blankets than I took and I was charged with a cleaning fee for a spotless truck. I'm still working on trying to get a refund weeks later.John G.
Customer did not leave a comment.John D.
Customer did not leave a comment.Greg K.
This was by far the most unprofessional experience I've ever had. I originally decided to choose the in person option to get my Uhaul because i figured it would be easier and less pressure on my end. However when I get there, the man tells me to go through the entire online process.... which completely defeats the purpose of going in before closing. Additionally he just told me to call a representative and when I was on the phone left as it was closing. I proceeded to stay on the phone 20 more minutes and had to have the owner of the Shell station go and retrieve the key for me. If I did not have the technology to do this online or if the shell station was not where the UHAUL center was housed I would have been completely out of luck. Please follow up with this case... when speaking to the UHAUL customer rep, she had complained that this man was continually causing trouble.FRANCIS S.
I used the app to order, and when I clicked to pick-up, it said I needed to see the attendant. It wasn't as seemless as I thought it would be, but the manager was really nice and the vehicle worked well.Alan R.
Despite having some technical difficulties, the gentlemen at this location continued to be supportive, proactive, and kind. They spent a good deal of time ensuring that my rental was taken care of and their hard work was greatly appreciated. Thank you! I will be renting from this location next time.Arthur L.
Customer did not leave a comment.Ilysia V.
Bill was the absolute best. 10/10 would recommend.Morgen F.
Charged me for after hours drop off which increased my cost by 1/3rd. I returned the truck at 2. Spent an hour on the phone with uhaul asking for a refund.steve U.
The Shell employee working on morning of Saturday May 23 was super friendly and very helpful with getting our U-Haul. This location was very accessible - will definitely use them again for our future needs.Trevor P.
Customer did not leave a comment.Todd E.
I understand that this issue doesn't have anything to do with the service that U-Haul provides, but this location has an inferior point of sale system. The initial attempt to charge my card was flagged by my bank as potential fraud. I had to get on the phone with the bank in order to complete the transaction. During that time another customer was trying to complete a rental transaction and was having issues as well. Not sure if the problem is with the POS system at this location, or if this was operator error, but regardless it was frustrating to spend 20 minutes completing a transaction that should have taken 5 mins. Also unfortunate to have this location potentially cause people to think poorly of Uhaul.brian C.
I canceled my business with your company. I had an impossible time getting into the vehicle, and further more, all the equipment I was being charged for was not in the vehicle! I never once got access into the vehicle, so I canceled and rented a truck from Craigslist. I was so upset and disgusted with such a simple task as renting a vehicle and having it properly equipped with what I was paying for! I canceled completely and never once even entered the van!Willard W.
I was charged a $22 "after-hours service fee". I can't seem to figure out why either as I returned it two hours early. When I called customer service I was told it was because I didn't return the vehicle using the U-Haul mobile app. Please call me ASAP at 248-635-1284 to reverse the charge. Thanks for your time. Joe HallJoe H.
Generally, I have had terrible experiences with Uhaul. I swore I would never use them again. This time, they charged me an "after hours fee" which didn't apply, since I rented a truck from 10:30am - 4pm. Tell me what kind of after-hours window that is???? This company is greedy and unethical. Do whatever you can to NOT have to rent with Uhaul!!!JENNIE W.
I had to wait an entire hour while they figured out how to check back in the 10' truck from the previous user and then they restarted the process with me over the phone with their manager. Extremely disappointed and they did not really make up for the delay. Never using this service again. Will go through local folks.Samir M.
Customer did not leave a comment.Karen D.
Customer did not leave a comment.Miran P.
Customer did not leave a comment.Denpong K.
Well this was definitely the most disappointing uhaul experience I've ever had from start to finish. It started off normal but quickly turned into a cluster... I reserved a 9 foot van for 10 am and only needed it for an hour. My destination was only 2 miles away so I knew I would only drive close to 6-8 miles in total. I got to the uhaul after reserving the van on the mobile site. Everything was fine until I checked in. I was required to take a picture front and back of my license and a front profile of my face. Easy enough. I take the pictures and instead of moving on LIKE EVERY SINGLE OTHER TIME, I am sent a live message on the site requesting I take another front picture of my face... okay. So I respond with another picture. Here I am in this gas station on a bit of a time crunch waiting for my picture to be approved. A few minutes go by and they request yet another picture. I'm starting to get upset but I take a third picture of my face. The person IMing me then asks for a second contact number and they say I can just send it to her through the messaging system. I respond with my friends name and her number and wait several more minutes. At this point it's 30 minutes past my check in time. THEN this person messages me saying that my friend can't be reached and that they cannot rent to me until they reach her. I'm livid. I've never had to go through any of this. I tell her that I just rented a uhaul not three days ago and didn't have any of these issues. Afterwards I call uhaul and the person disconnects from the live chat and I get a confirmation email reserving the van. I show the attendant and get my key. I take a pic of the mileage and gas and go pick up what I need and deliver it to my apartment. When I return to the uhaul station I take another picture of the gas/mileage and I only drove a total of 6 miles. I return the keys and let them know how far I drove and that I didn't put any gas in because it was close to empty. They say alright and I go on my way. A few hours later I get a bill and I was overcharged on mileage. They tried to tack on 10 extra miles. The only positive experience I had with this ordeal was the kind ladies I talked to on the phone that helped me get my money back. This was an unbelievably horrible experience that has really tainted this company for me.Brianna H.
I was charged a $25 cleaning fee--I had the van one hour, drove maybe 4 miles, moved 17 boxes out of an indoor storage unit and returned it in exactly the condition I rented it in. I emailed for support and haven't heard back.Brian L.
Customer did not leave a comment.Alicia J.