I’ve rented trucks and moved my kids many times. This was the worst experience I’ve ever had. A week before the move, uhaul told me my truck was no longer available at the location I had picked. They switched our pick-up to the Burma Road location, which was very inconveniently out of the way. For this, we were given a $10 discount. Big deal. Then at Burma Road, we had to interact with the rudest teenage girl at the grimy gas station where the pick up was. She was abrupt, insulting, and clearly uncomfortable with helping us. I had to install the uhsul app to get anywhere, despite having made the reservation without it. It took forever, the girl was ridiculous, and then when we finally went outside, she assured us that the mattress bags and blankets we ordered were in the truck. She walked away from us without telling us much of anything about returning the truck, and we were given no indication about a receipt. We were now 40 minutes late to meet our son. Arriving at our location, there were no mattress bags in the truck. We had to put his mattress in back where there was debris on the truck bed. After finishing, we went back to Burma Road and returned the truck to a different gas station employee who spoke almost no English and couldn’t answer even the most basic questions like “Fo you need to inspect the truck?” “Do you give us the receipt?” “Would you like us to lock it?” All he gave us was a phone number on a post-it and that was it, we had to walk away. The entire experience was frustrating and inconvenient, and we are not typically people who complain about stuff in stores or restaurants. You should not be using this gas station to represent Uhaul. And a $10 discount after this experience is not ample enough, particularly after I had to call uhaul three times before the mattress bags were refunded. This is just a poor, poor experience.
Nancy L
Customer Reviews for Bp Burma Rd
(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.
Staff on site able to assist with pick up and delivery of truck. Great location, easy in and out couldn’t ask for a better experience.
Mary LI booked a rental in madison ,wi 1 week in advance. Day before my scheduled pick-up received a call from u-haul that my truck was still being used by someone else and that I would have to drive to a nearby small town to get a truck. This added miles to my rental. they said they would adjust my bill and that never happened. In the future i will check out the competition instead.
john dI was surprised to find there was no counter personnel available, and the gas station attendant was unhelpful. Furthermore, the entire process was not user-friendly. When I contacted customer service, I discovered my account was incorrectly linked to another customer's information, which only compounded the inconvenience. Overall, this was a poor experience, and I hope this feedback helps you address these issues.
Wisconsin BThere is no one there to provide human service for someone unfamiliar with the processes of pickup and drop off. The person behind the counter cannot leave their post and doesn’t have time between customers to wait on U-Haul issues. But the largest issue I ran into was a glitch in the return process that kept me in winter temps trying to get acceptable pics of the vehicle for 20 minutes.
Julie FI was very pleased with my experience. everyone was very helpful and extremely pleasant to talk with. I'd would use them again without a thought. 10 outa 10!
kristi kInstructions during check in said key was inside gas station. Attendant said key was outside in lockbox. The code he said it would be did not work for either lockbox. Went back inside and he gave me a phone number to call for help. He did not answer and didn’t call me back for a while. After telling the attendant that they didn’t answer, they finally came out to help and they got the key out of the key return box after about 5 minutes. Key was not where the instructions or anyone said it would be and what should have been a 5 minute process turned into 30 minutes.
Carissa WTruck was dirty, especially road salt, inside the truck and out. The truck box leaked from snow melting and some of my boxes got wet. I was switched to this location the day after my original reservation, and the online check-in was out of my capability. However, the staff at the BP gas station were EXCELLENT in helping me - I could not have accomplished it without their help. Nonetheless, I did not like the online check-in and it seems like so much more work than just going in and having a real person handle the transaction.
Steven KAside from being easy to find, this place was a nightmare. Not enough Verizon cell service to complete my pick up through the app or the website. I spoke with U-Haul customer service who talked to and turned me over to the employee behind the counter, but he wasn't able to complete the process for me. He was, according to the local U-Haul representative I spoke with later, "unsupervised and untrained" He spoke little English and what he did get out was difficult to understand. I wanted to buy a box of bubble wrap while I was there but the location had NO packing supplies of any kind. If it were not for the assistance of the very knowledgeable, very helpful local representative, I'm afraid I'd have had to leave without the truck and hope to find one at another location in Madison — not a situation I'd have been happy to have to deal with at 11:30 AM on a Saturday.
Charles D