Not happy........The return process was not comforting and not very well explained. The POC simply said thanks for the keys, didn't want to look at the vehicle, check the mileage or give me a receipt. He just said that he 'had it' and would send me something later. That was at about 11-11:30....then just after lunch I received a call from a u-haul rep asking me when I was returning the vehicle.......major disconnect that did not make sense. I was heading out of town but I chose to go back to the location to verify all was OK ...which cost me an hour.....there was a different POC who said that the person who needed to check it in was not there but would be later in the afternoon and would do it then. Not a good process! Also, not that I was charged for other things that I did not sign up for. I didn't ask for moving pads nor did I receive any, I didn't sign up for safe move or trip and I was charged for 4 gallons of fuel at almost $5......I only drove 25 miles and the fuel level was very close to where I picked it up......I think I was over charged for all the above.
MICHAEL T
Customer Reviews for Best Western Inn La Plata
(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.
The only thing missing was the lift to roll the dolly up onto the truck because everything can't be lifted up to the height of the truck if you are a woman trying to move some things alone.
Valerie BThe website said the padding and dollies were available. When I got to this location, they did not have any of these items. The staff member had to remove them from the ticket. This was the only issue that I was not satisfied with.
Katherine WIs confusing it was a hotel. They are nice people but you need to have a good communication with the clients. And just recibied . You need a person belonging to U-Haul to inform everything
ZENIA CIt took 1 1/2 hours to convince the woman at the front desk, Shira, that there was a 20’ truck on the lot and I had reserved it. Once she agreed that the truck was there, she said she didn’t know how to return it in the system. The person that knew how to do the transaction was at lunch. I called UHaul customer service and got Rebecca on the phone. She too didn’t understand why the woman couldn’t do the transaction. Shira then said she couldn’t leave the front desk to go out and get the odometer and gas readings. I told her that I would leave my car keys and go out and take a picture. She said “no “. Rebecca was extremely professional and I feel as though she did everything to try and help me. The entire situation was a huge waste of my time and for me and all the people I had to help me move.
DEBRA BI showed up at my arrival time and was instructed that their server was down and there was nothing she could do about it and she wasn’t sure if I was able to get my rental. After telling her I really needed it that day and there was no other location in that area that had the size I needed she messaged her boss and they were able to check me in on their side of things. I walked out to the U-Haul to where they had it parked and it was completely stuck in the mud and I was not able to move it. I went back inside and told the lady and she once again told me that there was nothing that she could do and that I had to call customer service. I reached out to U-Haul, explained the situation and after waiting an hour and extremely frustrated, a tow truck finally showed up. The tow truck only showed up because of the very helpful lady on the phone I spoke with from roadside assistance. The representative even advised that this shouldn’t be happening and the location should be taking action to fix this problem. If it wasn’t for her, the location would not have called the tow truck for me to get my rental that I had already paid for. In my opinion, it should not have been my job to jump through the hoops to fix the mistake of the location. Even though the lady who was at the front counter was nice through my interactions with her she failed to help me in anyway, and I hope in the future if these issues come up for other customers, they are more proactive in helping solve the issue.
Ashley DIt's just a drop off and pickup location. The guy did nothing to help me. No supplies... This type of location should be noted on your website. I had to drive to Lowe's to pickup what I needed.
Wesley SThey do not have extra equipment ; handtruck..etc Other than that - excellent
Kelly LDo not use this location in the future is my suggestion. The motel manager refused to give me the trailer I had reserved. After UHaul called him he very reluctantly and angrily came out to help me attach the trailer to my truck by using the Yahoo video instructions. That is to say, he had no experience w attaching or checking the attachment of the trailer to my vehicle. We checked the lights and they malfunctioned (wrong side blinking or not blinking at all) but at that point he just stormed off without a word. I had to call UHaul again to ask if someone could come to check the connection but they had zero to offer. The UHaul roadside service said they could come if I paid them $300. So I called another UHaul facility that went through what to check before I started to drive. I got the trailer home but was not at all reassured by anyone at UHaul.
Claire GThis wasn’t the original pick up location it was Mr Muffler on Crain highway but said open and no one was there waited thirty minutes then called u- haul on the 800 # didn’t get the lady name but she was really nice and helpful got me a truck that was the nicest part and the truck was not clean was an hour behind
EARL PNo gas in t pick when we picked it up almost didn’t make it to a gas station. Then we were charged for gas when we returned the truck with more gas than when we picked it up.
Shannon MI ordered a dolly along with the truck and it never came with one. Not sure if I was supposed to ask for it when I got the keys.
Selena BThe maintenance man of the hotel attached the trailer to my hitch and did not it on. I discovered later when I stopped. It was fortunate that it did not damage my car or the trailer and there was not n accident.
Linda BAdvise customers the online selection process will take up to 20 minutes.
Danna TI would not let this location have trucks. It’s not convenient. They should have a lock box so you can get the key yourself. Manager was extremely rude. I have to wait 25+ minutes to get the key.
SYLVETTA AThe owner was not there the first two times I tried to rent a truck. The hours of operation listed were not manned by a person. I attempted on a Wednesday afternoon and a Thursday afternoon. Finally on Saturday I called to make sure they were there and was able to rent a trailer. Poor management and poor service. They did not check that the trailer was connected correctly not that there was anything wrong with the trailer when I picked it up or dropped it off
Adam TIt was horrible and will NEVER go back. Horrible customer service and very unprofessional!!! Never will I go there again and will let people know. You'll are horrible!!!!
Winfred BFirst, we requested 24 hr check in. Once we arrived and tried checking in with mobile, we kept getting a notification that we were not at the right location even though our GPS had us right on top of the location identified on the map. We called and was on hold forever. Finally someone called us asking if we were still getting the truck. They told us that the location selected did not offer mobile check in so we needed to go inside. We go inside and the gentleman tells us that there is a problem with our reservation and makes us call to get it figured out. Man on the phone was helpful and went ahead pushed the reservation through. Then the man at the desk said there was still a problem. I asked if he wanted the number we called and he said no. Eventually, I called back and told the same gentleman that we were unable to get the truck. He asked to speak to the man at the desk and walked him through how to complete the pick up. It took us over an hour to get the truck checked out. Got in the truck, it was nearly on empty. Did not get the dolly and even stated that on our check in. Still got charged for it. Returned the truck with more gas than it had when we picked it up. Provided a picture of the fuel gauge and milage. We drove a total of 36 miles. Later when I got the receipt emailed, it was noted that we only had 1/8 of a tank which is incorrect, we had 1/4 (again, more than when we picked it up). Second, we were charged for 13 gallons of gas and we still have the receipt that we put 19 gallons ($59) in it. Called and filed a claim. Lastly, there was an actual machete in the truck on the floorboard when we picked up the truck. We turned it into the lady at the desk when we returned the vehicle. Unsat. Completely disappointed in our entire experience.
Cassandra WWe ended up waiting 45 minutes at pick up. First we had to wait for approval, which took longer bc they wouldn't accept our references for some reason. Then the keys were no where to be found. We selected electronic pick up in hopes to be quick at the site. We had to track down who might have the keys (there is no clearly marked signage). When we questioned this we were told "it said to do that in the app". Except we didn't have an app and never received this information. Talked to the lady inside and she did not communicate well. She eventually slid the keys across the desk after we stood around for half an hour. We were later told we were NOT inconvenienced by this delay. Apparently they can find that in the system? This delay caused me to be late for work. Also, the quote you get on the website is not always what is sent via email, but you will be told they have no record of this. Oh and the $50 back if your truck isn't ready? That Apparently doesn't mean it isn't ready, but something else? Overall, very disappointed in our experience.
James S