I reserved a trailer on the U-Haul website the day before. When I arrived to pick up my reservation, I was told that they were not renting trailers because UHaul told them they were not to rent trailers. This put me in a bind. I told them they needed to rent a truck or van to me at the same price on my reservation. They said they could not do this and that it was UHaul corporate’s fault since they allowed trailers to be rented online for this location but told the agent they could not rent trailers. I ended up paying nearly 50% more than my initial reserved price. I think this was UHaul corporate’s fault but the agent should have the latitude from corporate to make it right with the customer who did nothing wrong.
DOUGLAS V
Customer Reviews for Big Tool Box Inc
(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.
My U-Haul truck’s battery died. I had to get jumper cables to bring it back. That’s dangerous
ALAN ASo easy to do on the app. Even making changes to the reservation was 2 clicks. Will definitely use U-Haul in future for any moving truck needs.
Mark BThe vehicle was very dirty inside the cab and outside when I picked it up. The staff also was friendly but did not seem to know a lot about reservations or their equipment as they gave me incorrect directions as to where to find the vehicle, etc.
Albert GDoor had an issue sticking at the top and hard to pull down. Big Box employees were great assisting me.
THOMAS MWindows in the truck were open and snow on the seats when I picked it up. No one was around at the counter when I dropped off the truck so had to leave the keys on the counter (it was within business hours).
LAUREN MI didn’t really have any issues. The only thing I’d suggest fixing is the first lockbox for key pickup. My key got stuck for about five minutes because that box slides out instead of opening like the others. The large metal piece inside grabbed onto my key and made it hard to remove, but I eventually got it out. Other than that, everything was 10/10.
Darryl MOur first vehicle looked like it had a low tire, but we got a new one quickly. Very painless!
JOHN MBig Tool Box is a great dealer and has great employees!
DAVID TSuch an easy process. I will come here for all rental needs.
CAROLYN CAlways great to deal with the guys there!
Hamilton BI chose this location because of the ratings and glad I did
JENNINE JAlways the best staff at this U-Haul location.
PATRICK GCharged me for a furniture dolly that they did not have. Sent me to another location to pick up the furniture dolly. The other location had to charge me for their furniture dolly which then necessitated giving me a refund for the Big Tool Box charge. Big Tool Box should not have charged me for the furniture dolly that they did not have.
David LBoth the driver store in the passenger door were very hard to get closed. I had to stop twice just to close the driver‘s door. Some adjustments clearly need to be made. Also, the roller to the cargo bed is very difficult to get up. I’m almost 70 years old And trying to get that back door with very difficult. I rent U-Haul all the time. This was not one of my best experiences as far as the truck goes.
DAWNEEN MBoth the person who checked us in and the person who checked us out were very nice and professional.
JAMES WSame Employee checked me in and out. He was extremely nice and knowledgeable. Entire process was fast and easy!!
MICHAEL RTrailer was dirty on the inside, was told to return it to the lot later that evening (and was told the lot would be open) - took it back and it was closed. Phone support was rude.
BRENDAN WReduce the per mile rate. Advertise $29, used it for 4.5 hrs and it came to $91, multiple experiences in the past with uhaul, frustrating
TIMOTHY ZChris helped me out and ran through the checklist with me. Good job. Give that man a raise.
GARY MOffer different drop offs for customer convenience
JUAN GI think there was a closer location where I would not be charged for so many miles, the truck did a weird thing where it would try to go when my foot was on break. The kids I checked the truck into accused me of stealing piano carts. I did bring the truck back early.
RUSSELL SAlways great customer service at the Big Tool Box location, we had to rent a box truck and car hauler and the rentals were in great condition that made the move a breeze.
SONYA LMaybe some kind of parking spot number, instead of saying the truck is "somewhere" across the street. But overall I'm very happy with how smooth the transactions went.
Tony FPrice was $20 over what I was estimated online.
DANIEL BGet your online billing problems fixed! It took me HOURS get my truck and then get the amount I was actually billed fixed (vs. Quoted).
Gerald DMale Staff could be less condescending when dealing with female customers
DOREE RFor some reason, although I picked up the truck at 4:30pm, the guy at the desk was trying to tell me I had to return at 12:30pm? So not a full 24 hours, but I still paid for 24 hours? That was weird.
ERIC MSecond time rented truck there always courteous and professional
GEORGE TExcellent service !
GLEN YI dealt with two guys. The first guy reserved the trailer for me the day before and he was a great help. The next day I picked up the trailer and that guy was an amazing help. He went out and hooked the trailer up for me and my wife and then when we got back, he backed the trailer in for us and unhooked it. A couple great guys at the big toolbox that helped me with this and made my experience great.
BRIAN BBetter signage for sequence of dropping the truck where to drop the truck and the lower level entrance, which is where you drop off the keys
Angela SThe drop off experience was stressful because I was asked to back into a limited space with no help from the attendant. The trailor was light enough to have been unhitched and pushed into place.
RANDOLPH BThe location is ideal, parking is ideal compared to county line Road U-Haul, with the vehicle was all over the road. It’s an old van that needs to be put into retirement before someone gets hurt.
BLAIR SThe vehicle was full of white dog hair and had a fake eyelash glue to the dashboard. Additionally, after I returned the vehicle I was charged for multiple days even though I only had the vehicle for 2 hours. I had to call the customer support service to request a refund of the incorrectly charged days.
JOHN DQuick and Easy
Chad RGood van. Very thirsty on gas. Super nice people and good location. Thanks
BARBARA SAlways fantastic customer service. People working here actually seem to enjoy their jobs and always there to help.
JAMES LThe reps were patient courteous and professional
GEORGE TEasy pick up and drop off! They were very helpful over the phone and in person!
Terra SHave rented a trailer from this location a few times now and there is always an issue when returning it. On this occasion, the employee unhooked the trailer and said to have a nice day. I asked if he was going to check it in and would I receive an email. He stated that he was going to go to do that now. I asked him if he needed my name or any information from me, he said "no, you are in the system." I thought it was odd because he didn't appear to even look at my license plate number or the plate number of the trailer. Once I returned home I checked for the email on the return and there wasn't one. I waited a few hours and still nothing. I then went online to check the status on the site, it showed that the trailer had not been returned. I called U-haul and explained the situation and the representative sent an email to the location and said I should give them a call in the morning at 8 when they open. About an hour later I received a call from the U-haul representative advising that the email address must be invalid because she got a bounce back from it. The next morning I started trying to reach the rental department of Big Tool Box (which historically has been almost impossible because they never answer) I finally called and selected a different option to actually get to speak with someone and requested that they please not just transfer me to rentals because of no answer. The woman was helpful and got me to a rental rep. He was very helpful and took care of the issue for me. All and all I had to spend about 2 hours of my time trying to get this resolved, I definitely will not be renting from this location again.
MARK SEasy to drop of vehicle.
ISAIAH BFast!
RONALD MNot helpful, liars and money grabbing liars. Worst experience
MAKOLE STruck should be checked by some technician. There was some metal noise from rear part of the truck when speed exceeds 20-30 MPH
VADYM LA single person handles multiple activities (the Uhaul is but part of a larger business) and it can take a long time to get his attention.
JOHAN VThe agent was very knowledgeable and the renting process went on very smooth.
MIKE VQuick and easy to reserve. Vehicle ran smooth and was clean.
STUART KGreat customer service at the site
LELAND SJust super easy and quick
KIRK SThe alignment was off and when shifting out of park i the van would stick in on reverse and almost got me rear ended in rush hour traffic. The odometer was inaccurate and gas was also. I'm glad to be done with them
JACK Bjust took the keys. Had to ask what's next
SHEILA SAppointment was for 3 Sunday afternoon. Truck never showed up. Finally got one Monday at 9 am
George Bupdate the app to say Big Tool Box Inc has their U-Haul counter in the downstairs of the store and the drop-off box is in back of the building.
TARRAH OCustomer service at rental location was excellent. However, upon return of the one-way rental, there apparently was an accounting/clerical record keeping debacle which required me to return to the rental return location to help them get clarity on the situation and sequence of events.
RAENELL OI called the morning of dropoff and was told I could drop off at the County Line location. I had a 10:00 dental appointment right around the corner from the County Line location but still gave myself 30 minutes extra padding. When I got to County Line, I waited at least 10 minutes for someone to come out and was then told they couldn't take another trailer and they had called the Holly location and I had to drop off at Holly. I explained I had an appointment but was told Holly was just a half mile down the road and it would be really quick to drop off. I went to the Holly location (which was 3.5 miles away in the opposite direction from my dentist) and waited another 15 minutes before he could help me back the trailer in and unhook). By the time I drove back to the dentist, I was more than 15 minutes past the appointed time and had to reschedule and pay a no-show fee. My irritation is not so much with the Holly loccation but with the scheduler I talked to that morning and the County Line location. I'm a 69 year old female and if I had known how to unhook the trailer, I should have just dropped it right in the middle of the lane at County Line!
VAL C