Perfect experience. Thank you.
Dana W
Customer Reviews for Home Outlet
(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.
Make sure that vans are cleaned before the next customer gets it
Christine CThe truck was dirty. Gloves and a water bottle were left in the truck from the previous person.
NANCY RI found the van dirty with candy wrappers, someones mail, cupholders sticky, and the cabin unclean. Also the rear right tire was considerably low on air. I would have switched to another but had a time constraint and couldn't wait. Thx
Ricardo BTruck smelled like cigarette smoke and interior of the truck wasn't clean.
Joseph BThe original location didn't have the truck I reserved - they called me when I was driving there -3 minutes away. (Norwood MA) I was sent to this location -(Walpole ma) adding time to my trip The person on the phone assured me that a dolly should be included inside the truck The dolly was not there - and I needed it (not open on Sunday) I then had to drive the truck to the original location - and had to rent a separate dolly bc the locations were not the same (original location was open on Sundays) Had to drop dolly at one location, bring dolly to another. This took much longer than it should have and was frustrating. I'm disappointed with this rental experience.
Rebecca WExtremely difficult pick up process, U-Haul did not provide adequate information on how complicated it would be to pick up the vehicle. It took over half an hour after arriving to the location to get the truck and the workers at the location had to override the system to even get us access to our reservation.
Sofia GIt was a great experience! Everyone was so helpful! Thank you so much! Evria Gourdoukis
EVRIA GNothing. A very quick drop off.
Frank GU-Haul was down. My phone had no service at this location I had to go inside there computer was down. I had to wait 1 hour to just get the keys. My card was charged 5 times. When pickup I had to use the 1-800 number cuz I had no phone service to use the app. Was awful
TAMMY TWe found used water bottles in the cab of the van we rented. We consider this to be very disgusting and unsanitary as someone's mouth was around that water bottle
Bethany CThe person who helped me was great.
JOHN DEasy process for after hours service!
Joshua SwAS EASY TO FIND--RIIGHT OFF HWY; PERSONNEL VERY HELPFUL
ANTHONY PThe automatic check in did not work and we had to wait for the employee to help us. This all would have been fine, had I not been there three days prior to make sure everything was all ready to go. At that time, they had sent me to another location because they couldn't find my reservation. When I left the second location (a true U-Haul store) thrww days prior to my move, I was told everything was all set. Also, the employee at the pick up location told me there were no blankets i the truck, even though I had rented two packs. He removed them from my reservation and told me I had to go to the real U-Haul to get the blankets. When I got there, the employee could not figure out how to add the blankets to my reservation and told me she couldn't. I asked her to get a manager who immediately rectified the situation. In summary, I am not sure it was the pick up location that had issues, perhaps it's the software used. Either way, this process was a lot more complicated than it should have been, especially because I had gone in person three days prior to confirm everything.
Dennis MThe U-Haul ended up being full of trash- personal items left over on the dashboard and tons of empty bottles under the seats
Michele OLocation was fine. The app is useless at picking up. Uhaul changes my pick up location which was inconvenient for me and added mileage to my estimate and then charged me for the overage - so Not Happy with Uhaul
victoria pFix the tail pipe
Kaitlyn GAwesome customer service. Very pleased and helpful
Julie OI was overcharged and disputed to uhaul and noone got back to me. My card was charged 2 days later and still after many calls noone got back to me. The location and staff I got the truck from were great and I would recommend them but I definitely would not recommend uhaul corporate at all. Very unprofessional and not customer friendly. I just wanted an answer why my bill was so much higher than my quote and what the employees at the location said and nobody can give me answers
Todd BI spent two hours on the phone trying to unlock the key safe and the whole process was ridiculous with how complicated it was
Omar IManager of business was extremely helpful and pleasant to work with. Many thanks.
MARIA BThe uhaul app for iphone is full of bugs and is unfunctional. The renal location staff had to go extra mile to compensate the app’s problems
Robert LVan was loaded with garbage and boxes from prior customer
JONATHAN KOutstanding support staff at the pick-up location. Very helpful and knowledgeable
Armand FSmall snag during off hour return. The drop box key slot is not large enough for key fobs. Fortunately there was your ride share lock box there as well so when I called customer service they were able to provide me with the combination so I could leave the fob there. The agents I spoke with were knowledgeable and polite and assisted as quick as they could.
Vincent BLocation was fine. The truck was a different story! The check engine light came on. I believe it might have needed an oil change oil may have been lower on oil because it began to sputter when idling. End of the trip was very nerve wracking. Fuel gauge was not working correctly either. Could’ve easily run out of gas!
Mia MReally convenient. No waiting. Did it all from my phone.
Dennis FWhy are we supose to check the truck in and out..isint the sales man supose to do that...i know it cuts down on wait time but it is such a hassel!
Matt SI purchased a wrap that I was supposed to get with the van and I also was supposed to get 10 blankets which I did not get. The wrap I paid 995 for but otherwise everything was great
Jeanne CThere was no dolly or furniture pads supplied, I would like those charges removed from my invoice.
Paige ERude upon drop off. Waited hours after drop off to check it in causing an additional day fee. Eve was very nice though when I called back to get the extra day fee reversed thankfully.
John KThe check in process took a long time, which I understand may have been due to a computer glitch, but I got no communication about what was happening. The truck was shown as having half a tank of fuel when in reality it was nearly empty (so low I had to stop for fuel immediately). Finally I reserved a 10 foot truck, was told there were none, but as I drove off I saw one parked among the trucks.
Karl KNot bait and switch the costs
Michael LThe UHaul truck itself was in poor condition, but we were able to get the truck we needed guaranteed in our reservation, and the pickup/drop-off was easy and the store location was very helpful.
ROBERT EThe guy at the counter was very rude I will never go back there for anything ever again and I had to pay for 30 extra milage because I couldn't get a uhaul closer to my location so that's 30 miles I paid for that was wasted milage. Totally unfair.
John APickup location was changed last minute to a location 35+ minutes away. from where the original pickup was set for.
IAN HI reserved my original 17' rental truck for 8/31 two months in advanced. When I first reserved the truck I was told I could only have it for a max of 24h. Two weeks before my move I spoke with a representative who allowed me to extend that reservation an additional 2h, not mentioning that this would charge me for two whole days worth. On the day of my move, while waiting on hold for >45min I followed the on hold instructions that recommended editing my reservation online, which I did to move up my pickup time. Not a minute later I finally got off hold and the staff member at Framingham Uhaul told me editing my reservation lost me my truck and that there was nothing they could do to help me. Eventually Uhaul customer service found me a 15' truck available at a separate location. I drove all the way there to find out there was no available truck. I again was routed to a 3rd location where I finally could pick up a truck, which was smaller than I original reservation and did not include the moving pads I'd reserved. This truck ended up being too small but I was able to reserve a second truck at Uhaul in Brighton, but when I arrived the staff was rude, laughed in my face, and refused to even look at my reservation. They closed for the night leaving me without the truck I'd already pre-paid for. My experience with uhaul was the absolute worst. The online booking system is terrible and there should be warnings online if editing your booking is going to lose your reservation. The employees at the Brighton location were extremely rude and should be fired. The only saving grace was the customer service guy Arthur who helped us find a new truck to get through the day.
JENNIFER PThe man who checked us in was unprofessional and rude. He selected a random drop off location for us rather than the one we requested. He did not give us any of the safety information, did not go over the truck with us, did not give us the dolly we had rented, and did not offer us any help whatsoever. His negligence caused us a huge headache later on when we were forced to drop off the truck far away at the random return location he chose on a whim. Would never ever use this location ever again.
EDWARD LUhaul scheduled my pickup for 8 am but the location didn’t open until 9. Was inconvenient to wait an hour for the truck.
Richard LThe staff was at first unable to find the truck associated with my reservation. I was then given the wrong truck (a 20ft truck instead of a 15ft truck) which was loaded with moving blankets and a hand truck which I did not want (I specified I did not need any equipment) but if course I had to pay for. I needed the truck ASAP and wouldn't have been able to wait for them to correct it. Overall I was forced to pay WAY more than I should have.
JEREMY BI am very upset with Uhaul! I have been put on hold indefinitely as wait to discuss my final bill. We have been charged rates much higher than agreed to in our signed contract. Mileage rate was hiked $.40 a mile and calculated on the full mileage. We prepaid for 100 miles and yet we're getting double billed for those miles. Insurance was doubled. Resulting in the final bill coming out much higher. I now get to waste my time on hold as if my time is less valuable than Uhaul's profits. Even better your piece of crap phone system finally got me to an agent at truck share. WTF. I pressed customer service. Now it sounds like another 40 minutes on hold.
Vinny CMy issue has nothing to do with the location. I downloaded the uHaul app, booked the earliest available pick up time (7:30a) for self checkout using the app. When I showed up at the location, a message popped up saying I needed to wait until the location opened at 9:00a. I then called you Customer Service line and was put in an endless loop for 30 minutes before I hung up following my drive home. Upon returning for the 9:00a pickup, I went to begin the checkout process again and this time was greeted with a message saying my window for pickup had passed and my reservation had expired. RUFKM?! Thankfully I directed my mounting frustration at your Twitter account and Karen helped restore the reservation and issue a reservation guarantee credit. So A+ for your social media team. D- on the experience. Truck was fine: clean, functional.
ROBERT GBe helpful if the gas tanks were FULL. ;)
Jason LThe location was fine and the people at the location were awesome. The U-Haul experience from home office was an absolute train wreck... the first place didn’t have my truck and I was stuck there for 2 hours until I could get picked up. They then reserved another truck in a location that was not ideal. The told me the keys would be left in the lock box. They were not. Lucky for me there was someone at the store and they let me in 3 hours before opening time and got me the truck. I was promised by the 800 U-Haul rep that a manager would call me in 24-48 hr. STILL NO CALL and I’m not expecting one...
Michael FYou should really tell people and make it very clear that if you don’t pick up the truck within one hour of their reservation time that the order gets canceled. We showed up late to get our truck and our reservation was canceled so they had to scramble to find us another truck which was far away. Please plaster this policy in every communication so it doesn’t happen to other people.
CRAIG LUhaul overcharged us by $80+
Thomas WI was charged for 2 days rental and I returned the truck within the 12 hour rental period. You owe me $19.95
Frank FReturned the trailer the same day as rented, receiving personnel were not helpful, tried to get me to return it to a different location. Did not give me a receipt of my return, and then billed me for an additional 2 days of rental. Had to fight to get a refund, eventually the district manager had to give his permission to get the refund, I am waiting to see if that happens. Not very happy with the return location and the over billing.
noah rOrdered a van for early mobile pickup, but it wasn't there when I arrived in the morning. I had to wait for an hour in the cold until the location opens. Then I'm told that the van I reserved wasn't returned and my only option is to upgrade to a bigger truck. I had no choice but to accept. The truck was covered is snow and I had to scrap the ice from the windshield and front of the truck before one of the usual team members helped me clean the roof of the truck. I think I should have known in advance that my van won't be available and I shouldn't have been offered a truck covered in snow.
WILLIAM MWebsite was difficult to use in that I had a difficult time locating the correct links to check out and check back in the truck when I was done with the rental.
ERIK O