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ELLEN L
Customer Reviews for Ashley Wheel And Brakes
(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.
Had a very poor experience using U-haul. Reserved a truck 2 weeks before needing it. In the call the day before they switched me to another location which was ok. However, when I was going to pick it up at 7 am at the new location it turns out that no one left a key for that truck. I had to call customer service and they rerouted me to another U-Haul location. To not be delayed further I accepted even though it was further away. Got there and while I was checking in to get the truck, the app wouldn’t let me upload pictures and eventually kicked me out of the app. So I again had to call customer service to get another link sent to me. Still had issues due to not uploading, but eventually worked. Costumer service said that it was a service error on their end. The whole process delayed us by an hour.
Joakim KThe Person at Lexington office was extremely helpful, pleasant and experienced!!
Anna NVehicle was muddy on the inside drivers cabin. Had to jiggle shifter several times every time to get it to recognize it was in Park
STEVEN DThis was the worst experience I've ever had, and on top of that, I will try to never use U-Haul again. From there being next to zero support, no call, and waiting on hold for 45 minutes, my pickup took a total of an hour and a half, to get a 20ft truck, when I ordered a 10ft. The truck was dirty, the way u-haul does gas is idiotic, as I was left with a quarter tank of gas to drive over 100 miles. If I could give negative reviews, I would. This location also has a cat inside for those that have allergies. To improve, don't rent from u-haul and U-Haul can stop partnering with anyone who has a parking lot.
Christopher FRepresentative was very helpful
SRINIVASA Mnothing we reserved left in truck for us.
George SVery nice and extremely helpful explained the whole process from start to finish and didn't leave out any details.
Amber CDrop off was closed so no staff interaction but easy return through the app.
Paul WNothing
MATTHEW LFix the app or get customer service trained! Took 2 hours, 3 calls, 7 people to finally find someone who did not hang up or disconnect and actually helped. Flew to location and took Uber. Unmanned location. Told to use app, that was not working, tried on 2 phones, told to use website, tried on 2 phones and 2 different browsers on each phone. Told only option was app. 2 hours of calls with the first group of customer service people being of no help and not caring that we could not get the truck meaning we would have to fly back and rent from somebody else and file suit against U-Haul for all our costs. For a company trying to use technology is it too much to ask that you do a video call if the app does not work to see the license see the person matches the license and get them access to the vehicle. Will never waste my time with U-Haul again even if they were to pay me to put up with their pathetic useless customer service.
Mark AI swept out the back of mine for the next customer, but I couldn't put anything in mine until I cleaned the back out first. Everything else was amazing, even the gentleman that rented it to us! The return was a bit wonky, I didn't bring my phone when I dropped it off and 8 couldn't get the app to download, so I couldn't do a return, and it says there is a $20 convenience fee, so I left a message at 3 am, trying to avoid that extra charge.
ASHLEE VGentleman who assisted with truck reservation was excellent. Very helpful with everything.
JOSEPH HIt was OK.....
GARY HEasy drop off. Good location plenty of parking.
Jeremy BNo one was at the location we dropped it off
Dacia Jnothing
Douglas BExcellent and friendly experience at pick up All details explained well!
Melissa DIn and out. They were waiting when I got there, hooked me up and sent me.off.
James SLot was very open and easy to park vehicle.
Paul BDropped off after hours.
Tom PUpon search Uhaul.com for a location near my home in Lawrenceburg, KY, I found 2 sites. I had previously rented a truck from one of the sites. But when I called to inquire about availability of trucks both places indicated that they no longer were associated with Uhaul. You need to update your website to eliminate sites no longer associated with Uhaul.
Russell BIt was fine.
Ed SVery kind and helpful associate made the transaction super easy!
Morgan HNothing needed
Sean PThe U-Haul online process was more tedious than the last rental I had in November 2023. This was not the locations issue but rather a U-Haul issue. The location and 24 hour access were very convenient.
Michael VThe double charge is showing on my credit card on line but not the credit. I will wait to see if it shows up. After such bad experience on picking up the truck I just felt I was being taken advantage of and hoped that I would never notice. The guy at Ashley apologized after I called him today and assured me he had reversed the extra charge. I feel he could have called me and let me know he had made an error before I had to discover 2 charges for the same thing on my credit card and no credit appearing. I have to assume with 3 bad experiences that this is how U-Haul does business.
Jay VAbove average score given for the person that showed up and offered to help itch check in and clear the snow ice off the rental truck. Other than that the 24/7 app for check in is horrible. Why have a U-haul account to then have to go through the “verification” process upon arrival at the pick up location. And the wait time to be “verified” is ridiculous. If you have already set up an account and a pick up time and location it should be one or two taps of a button on the app to pick up. This process needs some work. Back to the rental truck, filthy inside, I returned it much cleaner, and the pick up fuel gauge was at 1/8, who allows that? What an inconvenience to pick up a rental truck for a move and have to stop at a gas station first thing. Some of the basic customer service requirements are missing from U-haul.
Robert MIan went above and beyond providing excellent service and was extremely accommodating to get the right truck that was requested. He personally drove me to another location in our town to retrieve the 26’ that was ready and waiting! Best U-haul experience I’ve ever had
Stan SAshley saved the day! Sadly my first rental was with the location on 1200 East New Circle Road in Lexington. Guaranteed rental for 8 AM, show up and the lights are out and the doors are locked. Finally called customer services at 8:20 and fortunately they found another vehicle for me in town. Very fortunate given I took off work to help my daughter move. Someone needs to fix the New Circle location, totally unreliable but good news for the Ashley store location!
Aaron MGreat service! Above and beyond expectations.
charles jFast friendly service
kim eMaybe a quicker operating system on U-Haul’s side of things. But the guy at the store was GREAT!
John MNothing. Literally no complaints.
LESLIE SThe gentleman at Ashley’s wheel and brake was very delightful
jennifer GThe staff at Asheley's was great, they saved me from customer service hell trying to pick my truck up via mobile app. But the truck's steering was completely shot, like to an unsafe level. You could turn the steering wheel almost 180 degrees without the truck turning at all.
Cassandra LThere were no posted signs as to where to park the uhaul and so we just had to guess.
Rachel VChange for miles that they made me put on it. I couldn’t drop it off at the place 2 minutes for my appointment. It had more gas then was supposed to didn’t get money back from that. But if it was shot they were going to charge me 5:50 a gallon.
Joshua MFacility was already closed upon our return so not sure how the service would have been.
Shaneka WClearly mark return parking lot. I saw nothing to indicate where to park the truck.
Kaye PThe rental had trash in it when I arrived. The window shield wipers did not work (and it was pouring rain). The driver side door would not close all the way. The trailer door kept getting stuck when opening. Have rented u-haul many times in the past. This one was pretty poor. How much does it take for someone working at this location to look in the cab to make it is clean.
Troy NTruck was dirty in back. Pickup area in a bad area of town
Mike SThe U-Haul phone app is terrible. It lags and restarts and won't load and needs to be redone.
BRITTANY ZGreat service
AUDREY JNo parking for truck
Russ TThe gentleman who helped us return the truck was very warm and friendly.
Nataile U