Customer Reviews for Big Tool Box Inc
(U-Haul Neighborhood Dealer)

Rating:

2.0

Counter staff was very friendly. The truck was not cleaned out prior to my use as it was dirty inside the cab. I’m asked to use the app before I leave the parking lot, but no cell service, so I couldn’t use the app. Also didn’t know that I was supposed to verify the mileage prior to arriving on location, so I didn’t bring my reading glasses. Mileage was wrong on the rental sheet, but I couldn’t tell because… No reading glasses. Off by about 30 miles. However, like I said, friendly staff, and I explained the situation when I got back to the counter and they did not charge me for those miles. I very much appreciate that, but someone should’ve looked at the truck prior to my arrival, cleaned it out, and put the right mileage on the form.

Rating:

5.0

Friendly, knowledgeable staff, is now my choice for local hardware stores.

Rating:

2.0

I rented a trailer for 10 hours and returned toned it the same day. When I dropped off the trailer the check in was non existent. The kid that took my receipt said “ you’re good to go!” The I received another day charge on my card because they never checked in the trailer. I had to call back twice and eventually Ethan was able to get it straightened out and get a refund issued but it was still a pain

Rating:

5.0

The truck smelled of cigarettes in the cab.

Rating:

5.0

everything was great

Rating:

5.0

What a great experience! Efficiency from start to finish, from picking up the vehicle to usage to bringing it back. Very little wait time and extremely pleasant staff at this location. Would rent from them again!

Rating:

1.0

The employee helping at the pick up was extremely rude and would would command me with 1 or 2 words. And the app wouldn't let me adjust the actual milage and gas level, as it was not what was listed, so I was over charged when one of the employees "approved" the incorrect numbers as I was trying to explain the issue.

Rating:

2.0

I was truly disappointed when I received the invoice to learn that the mileage charge for the same truck and the same trip changed by 40% kin just 10 days. For my 1 July rental, I was charged $0.99 per mile, now on 11 July the mileage charge increased to $1.39. I was not told about the new rate. The impact was $66 and I deserve a billing adjustment with a refund for this deficiency.( reference contract 75993004 vs contract 74760402) Also I specifically requested an appliance dolly when I reserved the truck. But one was not available. Basically I just had to suck it up and accept a utility dolly. The location should have obtained one from another location because it was their deficiency

Rating:

3.0

I was told that the mileage was .99 per mile but I was charged $1.39 per mile. That’s not ok. I should’ve been given accurate information.

Rating:

4.0

The only problem was I rented 2 dollys and they only had 1 and they still charged me for 2 after they told me they will take one off.

Rating:

5.0

N/A, everything was perfect.

Rating:

3.0

They were very dismissive which surprised me - I use the Big Tool Box all the time, and the folks upstairs are always so helpful. The younger guys employed downstairs have a lot to learn about customer service....

Rating:

5.0

One of the best locations I've ever rented a U-Haul from. Easy check out and check in process. Right equipment available.

Rating:

5.0

Note in the directions that U-Haul is in the back.

Rating:

5.0

The one way costs were double what it was to rent and return however, we were being asked to return to a different location than selected to help UHaul as the destination was over crowded. The reservation was made specifically (and paying double) to return to the location selected. We also received texts asking to confirm return date / time due to the quantity of requests in the return area.

Rating:

5.0

The staff was very respectful and helpfull

Rating:

3.0

Dirty and old truck, full of pet hair. There is no lock box to get or drop off key, you have to wait for someone to get the key.

Rating:

5.0

Very easy to reserve a truck online, quick process to pick up the truck as well as to return. Thanks for the great service!!!

Rating:

4.0

truck has a few mechanical ticks. Halfway to our destination a light came on saying we were low on fuel, but we had only used a quarter tank of gas. Then the brake/abs light came on, which is usually a sensor issue. Then the speedometer stopped working/went to zero. Fortunately nothing was really wrong and we had no real issues. I pulled over after all the dash warnings to let things settle and all was well.

Rating:

2.0

Vehicle was on empty with the fuel light on when I picked it up. Vehicle is extremely dirty on the inside when I picked it up but cleaned it because I was taking donation items to the Children’s Hospital. I told the team in the location about the vehicle being on empty and they said that they would leave a note.

Rating:

5.0

Great staff, helpful and courteous

Rating:

5.0

We received prompt attention and everyone we dealt with was friendly, professional and polite. We had to switch from the originally assigned trailer because the safety chains didn't work with our vehicle, but another one available and did work. It was not a hassle at all.

Rating:

2.0

We reserved the truck online with no issues. Once we arrived to pick up the truck things started to go downhill. The representative could not find the reservation so everything had to redone based off information in my email receipt. We explained we would not be using the app and were told just take pictures it would be fine. That was not the case as there were returned steps missed. Having a more user friendly checklist for those that are not tech savvy is needed. Once we arrived to return the truck, again we were met with no information in the system. Upon providing the documents given to us at the pickup location, we were made aware that we did not have our contact but that of someone else. When trying to calling U-Haul to resolve the matter a voicemail was our only option. When trying to call Ace Hardware, we were unable to get an answer for over 20 minutes. We were able to leave a message finally for a return call which was received several hours later. We finally located our contract number and was able to get the truck accepted for return. Ace did finally call us back but during the call we were disconnected. I am still waiting on a return call. I would not recommend using Ace Hardware to rent a truck for a cross country move.

Rating:

5.0

Pay your employees more $$$

Rating:

5.0

The young man who helped us was amazing.

Rating:

5.0

Thank you! All the workers there are very nice and helpful all the time. Great customer service.

Rating:

4.0

Don't charge for an extra mile than odo said on the return.

Rating:

4.0

I prefer personal service rather than the phone based checkout/checkin that you are going to.

Rating:

5.0

I dropped trailer off around 2pm, was due back by 430. It was 427 when my trailer was checked in. 3 minutes and I would have been charged another day, and I would've been pissed. Guy who checked me in helped me park trailer- super , super helpful

Rating:

4.0

I had to wait while they got the moving blankets together. It seemed like they didn’t have a dozen ready to go.

Rating:

3.0

There were 2 helpers. The one I got was a bad combination of apathy and ignorance. He was well versed in selling me additional insurance. He said everything was in the truck but there were no blankets. The cab was filthy with dog hair and what appeared to be dog urine on the driver’s door. The vehicle was not full leaving me to pay more for gas on arrival to my destination. When we went back to get packing blankets we received 10 not 12. This South Denver location was unresponsive. I was told since they aren’t a U-Haul dealer they don’t fill up trucks with gas.

Rating:

2.0

not happy with the check out . we got in and the gas was not full like the person at the counter it was full I took a pitcher of the reading and it said 3/4 full so we fill it to the same spot and you guys still charged me12.50 for gas not good .

Rating:

5.0

Exceptional customer care. Above and beyond. Helped me a lot!

Rating:

4.0

I would not recommend the GMC 10' truck as the ride quality is really bad compared to the 15' Ford truck that we also rented the prior week.

Rating:

1.0

I would say that letting us rent a truck before we can even access the truck is just not good business practice. I rented a truck for 8am and was not able to get that truck until after 9am, which hindered my ability to maximize the time I had available with the truck. The employee behind the desk was also rude to us, although his coworkers were helpful in directing us to him at least.

Rating:

5.0

Big Tool Box is the best. Great people. Helpful and friendly and knowledgeable.

Rating:

5.0

Vacuum inside - there was some sand and dirt around driver and passenger seat area.

Rating:

2.0

The people here were so nice! But unfortunately they couldn’t find our truck (the had the keys but no truck so we had to wait 45 min for them to find and ready a truck), they tried to give us an appliance dolly instead of a furniture dolly, and I ordered a 45 count pack of furniture pads. They pointed me to where the pads were and it was a pile of rumpled not folded pads. There were less than twenty total and the ones on the bottom were soaking wet and they all smelled of mildew. We were only able to salvage 10 (and we were still charged $40 for this! the local U-Haul place said they could not offer a refund for the pads) which were all damp and smelled horrible but we had to make due. Now my furniture smells of mildewy pads and 3/4 of my furniture we had to move without pads which left things scratched and broken. It was a pretty rotten experience.

Rating:

1.0

This location attempted to overcharge me by manipulating the mileage the rental began with. This would have cost me $90 had I not caught them. I was told by the U-Haul rep at the corporate office that it has been an issue at this location. This location will never have my business again and I will warn everyone I can to avoid them as well.

Rating:

1.0

This is a review of Uhaul, not the pickup location. I reserved a 26' truck a at local business to be picked up early morning . I chose the location for ease of pickup, the time so we could have the whole day to load the truck. I lined up help for the unloading of our storage unit, and moving all furniture out of house . The night before scheduled pick up, Uhaul called and changed the location and time of pickup. I had to drive an hour and a half away to pick up truck , then almost 2 hours back due to rush hour traffic . I lost all my help, had to wait days to reschedule , and ended up delayed 4 days , which caused us to be stuck in a snow storm . Also, Uhaul said they'd compensate me for the trouble , free extra miles and days, which I had added on when I reserved the truck . When I dropped off the truck, they still charged me for the extra miles and days . I heard many others say this and thing about Uhaul.

Rating:

5.0

Very good customer interaction.Could use a little more training on hooking up trailers. Will always use them if possible. Called then went into the county rd location. Told me to call the main office if i need rental. They are very rude.unfriendly and act as if they are doing you a favor instead of mutual respect. That's when I found the holly location.

Rating:

5.0

Good location from my house and easy check out. Also liked that I had a newer (less than 30K miles) 15' truck which gave me confidence in my trip to Utah.

Rating:

5.0

Helpful staff

Rating:

3.0

It did the job.

Rating:

1.0

Staffing, training, and approach to customer service. Follow procedures.

Rating:

5.0

Nothing. Keep up the great work of Excellent Customer Focus and Excellent Customer Service. You might want to help U-Haul (Corporate or Area Manager) solve the problem with the IMART location, since the effort to pick up the U-Haul equipment there FAILED miserably.

Rating:

1.0

Make sure windshield is clean before customer gets vehicle. Have better info on return.

Rating:

3.0

I informed the associate that the U-Haul truck was not on a full tank when I picked it up. I had to pay almost a quarter tank more for gas. They said they would be compensated. The bill does not reflect any compensation for the extra gas I put in. I have photo evidence. From when I left, and when I brought it back.

Rating:

2.0

When I pulled in and registered for my assigned pick up time. The rental that I had decided to move forward with was unavailable. It took me an extra hour to change to a new rental that when I got in was Empty on fuel before I even drove off the lot. The staff inside the building was helpful after all the mishaps. The experience was difficult though.

Rating:

5.0

The U-Haul app is wonderful! Easy to use, check in, and return my rental. This rental experience was a breeze. Thank you!

Rating:

2.0

This location seems to have a problem with checking in equipment when you drop it off. I have had to call each time to make sure they checked it in. On this rental I forgot to call. They didn't check it in for a week.

Rating:

3.0

Initially I was told that my rental truck was not available ,even though I rented the truck several days in advanced!!! That mede me very uncomfortable. I was also told that the rental is based on first come ,first server , and does not matter if i reserved it on line several days in advance !!!

Rating:

3.0

The truck I received was not in good condition. It was a real heap. I don’t know how else to put it. The back had leaves and debris in it and the cab was clean but a real rattle trap. The mirrors wouldn’t stay adjusted. The steering wheel was worn and rough to the touch. I drove 8 miles the entire time I had the truck and used a quarter tank of gas. Not my best experience with U-Haul. I’ve drive U-Haul across several states with great experiences, but this truck I would not recommend for the interstate.

Rating:

5.0

very plesant to work with.

Rating:

5.0

Very good

Rating:

4.0

The wasn't filthy, but I found a previous renters' trash (wrappers and a can). It was OK, but I expected some kind of tie-down points in the truck bed and was disappointed to find that there were none.