Customer Reviews for BSG Spencer Hwy JV
(U-Haul Neighborhood Dealer)

Rating:

5.0

I reserved a Uhaul truck and a storage unit on Saturday, 3/30/24. My son went to the storage unit first to purchase a lock and find out the unit number. They told him they couldn't find the reservation, but sold him a lock. He then picked up the truck and began his move. I called Uhaul Storage on Sunday, but there was no answer and it went to the corporate office. They told me they couldn't assign a unit; that it had to be done by the location. They also didn't understand why we were sold a lock without being assigned a unit. I called again on Monday and was told the same thing; that they couldn't find the reservation. Each time I spoke with the corporate office, they had no problems finding the reservation, but every time I spoke with the location, they were not able to find the reservation. I called the corporate number to confirm that they could still see the reservation. They were able to find the reservation easily and didn't understand why the location was having such a difficult time. I called the location again and when she picked up the phone, she said she found the reservation. We were finally able to have a unit assigned to us. We missed unloading the truck Saturday night and Sunday due to this mess, which required us to keep the truck 2 additional days. This was supposed to be an easy process, but it just became a complete disaster. I don't see how I'm responsible for your system or the lack of competence of the Uhaul staff. I should be charged for one day on the truck rental; definitely not three days. I am requesting a refund of two days truck rental. Please respond as soon as possible. Thank you, Christine Golden

Rating:

5.0

The customer service was excellent. Phillip was very helpful and provided a fast checkout/checking.

Rating:

5.0

Process was easy and affordable and equipment was nice. Good overall experience. They answered my questions and were very helpful also.

Rating:

3.0

Lack of attention to detail in the rental I had made me give an average rating. No dolly's or protector pads as was asked and ordered. Gave us having to find these items and purchased some to help with our move. Then had to chat with online and wait to get them refunded back to me. So made return waiting late at night to make final payment due to have to deal with the money charged returned due to lack of attention. Was exhausted and annoyed so make me think before I recommend or use this location again.

Rating:

1.0

The Katy location required WAYYYY too much that the other UHauls we have used never did. It just caused the pick up process to take longer than expected. The other location for drop off was suppose to be open till 8pm and they were close around 445pm. Their key drop box doesn’t even have a label and the whole return process took so long and just wasn’t good. Never would use either locations again.

Rating:

4.0

Very accommodating

Rating:

5.0

More clear instruction about key return after hours.

Rating:

3.0

The location was closed for the holiday and it took me 30 minutes to be able to get ahold of someone to contact a uhaul representative so that I could access my rental truck. Daniel however was very nice and assisted me with the inconvenience. The business needs to make sure they communicate with their u-haul reps to ensure this doesn't happen again. It was raining which made the wait an even bigger inconvenience.

Rating:

5.0

Thank you

Rating:

5.0

I appreciate your service and help ... thank you

Rating:

4.0

When I got to the rental office, as it turned out my reserved vehicle had not been turned in. The person that had it did not bring it back nor did they call to notify of the delay. The attendant then worked to get me a different rental, they found me a 10 ft nearby (as opposed to the van I had chosen when I reserved my vehicle). I had to go to the different location, thankfully it was not far. Seems to me that, perhaps, and I realize this is extra work, but checking on a vehicle that is due back for another reservation may be a good idea. Your staff worked diligently to get things done and I appreciate it.

Rating:

5.0

Katlin , the store representative, was very greart helping us get what we needed for a one day rental.

Rating:

2.0

There was an issue with doing the online rental. Took about 15 minutes for the rep to trouble shoot it. He said he would be there till 7pm. I got there at 620pm and he was gone. The sign on the building said they were open till 8pm. They app said to drop keys in drop box..there was no drop box. Customer service called manager on telephone no answer. Had to leave keys in U-Haul. Two others customers were waiting on the premises too. There was three metal boxes with locks but no way to unlock them.

Rating:

5.0

BSG Spencer are one of best UHaul agencies. The staff are friendly and very helpful. I highly recommend this business.

Rating:

5.0

Caytlin was awesome. Very friendly, patient and great customer service Representative.

Rating:

5.0

Very efficient service.

Rating:

5.0

Very easy process

Rating:

3.0

Truck had a low tire, cracked windshield and side damage when we picked it up. The site is not manned so it is done all remotely and through the app. Very impersonal.

Rating:

1.0

The odometer was stated wrong and we were charged more.But the person was really nice and fixed the problem instantly!

Rating:

5.0

Very efficient.

Rating:

5.0

I didn't get the lady's name at the desk. But she was awesome kind and courteous.

Rating:

5.0

The representative Russell was very helpful and knowledgeable in assisting me with my truck rental, I would definitely recommend him and this location for future service

Rating:

3.0

The truck cabin smelled like urine, and the air conditioner did not consistently work.

Rating:

1.0

The employee working the counter was extremely rude and unprofessional

Rating:

5.0

Although, I had an check with my phone the attendant provided excellent service.

Rating:

2.0

There was no dolly even though I paid for one. Also there was no drop box for the keys, instructions unclear.

Rating:

2.0

The return key slot was not easy to notice. It took me 10 minutes to find it and there were no instructions on where it was and the pictures on the website didn't match what was on the property.

Rating:

5.0

None

Rating:

5.0

N/A

Rating:

5.0

Perfect customer service

Rating:

5.0

The entire process was fast and easy. The lady at the storefront was very helpful.

Rating:

3.0

Felt like representative was not very friendly, polite or welcoming. Also felt the price of the gasoline was ridiculous.

Rating:

3.0

None

Rating:

5.0

Great customer service at this location

Rating:

5.0

Keep the service agent,I don’t recall her name but she was very professional and curtious to every customer that came in and she was very nice.

Rating:

2.0

Better service. Place was closed when we got there during business hours, instructions were not very clear, and the correct keys were not given we had to turn around to get the key to unlock the back.

Rating:

2.0

Truck was absolutely filthy. Horrible ride. Several warning lights on the dashboard. Very cramped for average-sized driver.

Rating:

3.0

Close early. This experience with U-Haul was very frustrating. Tried to drop at a different location and they would not accept. Drop off experience was very frustrating.

Rating:

1.0

First the location did not have blankets and I got charged. Second the U-Haul had a hole in the roof and my furniture got wet. Been trying to report the issue but no one calls me back and I spent 2 hours on hold and then hung up on

Rating:

5.0

Excellent service!

Rating:

3.0

Equipment I needed was not on the truck furniture dolly and appliance dolly had to go another location to pick these items uo

Rating:

1.0

Arrived at schedule pick up time, but no one was on the campus to rent us the U-Haul. Had to wait almost and hour for someone to show up. Once we got the U-Haul, the tank was close to empty and the back was dirty and not swept out.

Rating:

3.0

Make sure the equipment is clean and maintained properly. My cargo van rental was filthy on the interior, front windshield was dirty on outside and worse on the inside, there was no windshield washer fluid in the reservoir. I had to purchase a gallon and put it in myself. The right hand side mirror did not work and could not be adjusted.When ever I called into the office to get some help or make changes, I had to call multiple times to get anyone to answer. I left a message for the manager and they never called me back. The store employees could not help and refer you to the corporate U-Haul number for help. These issues are major concerns and this has been the worse rental with U-Haul since I was 18 years old and I am now 62 and retired. I have rented, driven and towed with U-hauls of all sizes and have never had an issue in all those years of my life so far.

Rating:

5.0

My only comment is that I had to keep the truck an extra day and I was never able to contact anyone at the location to let them know. I left a couple of messages and no return calls. Otherwise it was a great experience

Rating:

3.0

A great functional truck, but didn’t expect to fill up nearly the whole gas tank upon pick up. $95 up front… not okay.

Rating:

2.0

Truck had a bad tire and it bounced and drove very bad. Truck mileage from last rental was entered incorrectly in the computer and I was charged for 26 miles instead of 8 miles. If this is not corrected ASAP, I will contact AM EX and file a dispute which means no one gets paid until completed.

Rating:

3.0

Make sure truck has nothing in it before giving it to next person

Rating:

5.0

Great service

Rating:

3.0

I originally contracted to rent a van in Webster. I was contacted and told that it had been changed to League City. When we arrived at League City, we were told the van wasn't available and we had to go to Pasadena. Then the van we rented was dirty with bugs on windshield. After driving it to San Antonio, the tire was low. We contacted UHaul and were sent a service provider who could not help us. So then we had to contact UHaul again and have another provider come and change the tire. In addition the rate we got was not fully explained to us. All in all, I would not rent from UHaul again.

Rating:

5.0

Very Satisfied!!! I needed a same day rental due to another truck rental company cancelling my reservation last minute. The regional person called quickly and set up my reservation and even went above in making sure I got a better rate for my rental. Everyone was professional and kind in working with. Thank you.

Rating:

3.0

I was told .29 cents a mile...and it was not a pleasant experience. With all the hidden fees.....wish you all would've we explained at the beginning. I was on hold and transfer 3 times. Manger was very rude and unprofessional! She never returned my call. I think her name was Amber if I'm not mistaken.I went back after my transaction. No sympathy what so ever. I Tried explaining and refused to hear me out! I spoke with the young girl at counter who helped me...

Rating:

5.0

Cab more clean thanks

Rating:

5.0

Super fast and convenient! Nice location. Bring open on a Sunday was a life saver for a last minute emergency move! :)

Rating:

1.0

I was told if I had the truck back before business hours, I would not be charged for 2 days rental. We picked up truck at 12pm and brought it back around 2am. We were charged for 2 days. We were also told that the appliance dolly charge would be dropped from our invoice since it wasn't on the truck and we were charged 2x for it. Very disappointed.

Rating:

2.0

I ordered a 26ft moving truck that was advertised to have a lift gate for ease, but it didn’t. I also requested several furniture dollies and moving blankets, but none were available to me on the day of. I scheduled my pick-up online for 9 am, then was informed the day before that the store didn’t even open until 9:30. Unfortunately, the whole experience was an inconvenience.

Rating:

3.0

I did the self-check in to save time, but I still had to wait for another customer to go through the 20 minute process of paying before I got the keys to my truck. It was no fault of the employee present, as they were the only staff on site, but the company should not advertise "avoid the wait in line" unless it can actually deliver on that.

Rating:

5.0

Super fast and easy

Rating:

4.0

The manager was on duty, but when I drop the truck back off there wasn't anyone in the office. I called but no answer. I don't want to pay the $20 convenience fee. I turn the truck back in before time. But overall it was a good rental. What was the final charge?

Rating:

5.0

Amber was very professional and no need to change anything!

Rating:

5.0

Well it was my first time renting a uhaul and when I inspected it I didn't know there were seals on the dolly and moving blankets, so I called the store and I was hoping not to get charged for the dolly and blankets other than that it was a great experience.

Rating:

5.0

Don't remember we the ladies name that help me but she was very polite and helpful. Thanks again Uhaul

Rating:

5.0

Everything was great