Truck in great condition, GREAT customer serviceMichael K.
Customer Reviews for Brake Stop
(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 gentleman who checked me in was very knowledgeable and very polite.MARY K.
From getting to the shop to returning the truck, this was a terrible experience. I was told, when I made the reservation for a truck and trailer, that the trailer would be hooked up by the time I got there. When I arrived, they said I had to buy a $50 receiver... for a uhaul truck...with a uhaul trailer? I was on hold for over an hour, transferred twice, only to have them change it to a bigger truck with worse gas mileage. Then when I arrive to drop the truck off, the employees of the shop (about 3-4 of them) wouldn't close the contract and had me do it online while they just stood around. I wish I used your services more because it would feel better to take away more business. I can't wait for the next chance to talk someone out of using uhaul.GARRETT O.
the personnel was busy with another customer which is understandable but gave the impression that he had no interest in helping us. I believe someone can be busy and still give the impression that all the customers matter. "thank you for your patience, I will be with you in a minute" could have been a potential script. Related to the process overall.(and also the attention to detail upon return of the truck) we uploaded a picture of the gas gauge that was clearly at 1/4. The contract came to us noting the tank being 1/2. I called (a 15 minute on hold wait) and was told this was added to " the notes". Was called to verify my turning in of the truck the day after I had already turned it in - so it had not been checked in - and I again brought up the gas tank concern. Was told "it is in the notes". When my receipt arrived via email, I was charged for 10 gallons of gas. Had to call again (another 15 minutes on hold) to clear up the charge. Was told that sometimes the check in personnel do not check the notes. I guess I question the process overall and what good are "notes" in your system if they are not checked. The extra time the gas issue took was quite frustrating.NIURKA R.
Customer did not leave a comment.Arcela N.
Asked to just leave the keys in the truck and then next day I'm charged for gas, claiming truck was 2 gallons short. I won't trust them again; if there is ever a next time, I will take a photo of the mileage and gas level.Luis P.
Customer did not leave a comment.GUY S.
Customer did not leave a comment.JON G.
truck was dirty inside and was not cleaned from the last persons usage. Also upon arrival the store was still closedJessica R.
Nothing at this timeANTHONY C.
Customer did not leave a comment.Mathew M.
Customer did not leave a comment.Michael O.
Norbert is very helpful.RICHARD D.
Customer did not leave a comment.STEPHEN E.
Renting the truck on my phone did not work. Had to go inside when I picked it up because the truck arrived late the night before and had to be checked in. No problem there. Returned the truck and the website could not find my location even though it was enabled. Had to call and say on hold for close to thirty minutes. Uhaul needs to fix these issues if they are going to offer touch less rentals.JUSTIN V.
Customer did not leave a comment.REY B.
This was my 3rd time renting from this location & I'll go back again next time I need a truck!!HEATHER P.
Customer did not leave a comment.Linda S.
He charged me for 2 gallon where is no true because I took a picture when I left it. Second if we say that is correct , he should only charge 1 gallonARA M.
Picked up truck, no problem, except was not giving information about mileage or gas level in the agreement. Drove the truck from 27276 to 27290, 14 miles. I put 2.5 gallons of gas in it and returned it at 9:07 AM. Gas level was above 3/4 tank. I have pictures... left keys with front desk. He said he would e-mail a receipt. The original charge for an estimated 20 mile trip was $57.91, but my credit card was charged additional $82.38. Both charges are still pending. No receipt was provided. This business has low integrity. I will not return there for any type of service and will dispute the charges.RONALD B.
Customer did not leave a comment.RODNEY O.
Customer did not leave a comment.Randall G.
Customer did not leave a comment.Edward E.
The service at Brake Stop Enscondido was great! I signed up to do a mobile pick up but I didn't have any signal so I wasn't able to load my pick up process in the app. Thankfully my Uhaul pick up time was 4/9/21 8am so it was business hours and I was able to get my pick up processed. I ended up needing my rental for longer than anticipated and was easily able to callto extend my rental time. Great service overall!VYANNA M.
Norbert was SUPREMELY helpful with my rental and ensured that everything was connected and working properly.DAVID F.
Customer did not leave a comment.Russell R.
Customer did not leave a comment.REZA N.
Customer did not leave a comment.GENE F.
Customer did not leave a comment.Blake M.
Customer did not leave a comment.GLENN D.
There was a female employee inside the office where the customers enter that was not wearing a mask. The gentleman who helped me placed his mask over his face when I came in but wasn't appropriately wearing it outside. I will not use this location again. If that means that I will not be using Uhaul again that so be it.JENNIFER S.
Customer did not leave a comment.JOSE G.
The employee was very quick and helpful.SAGE H.
The night before I picked up my Uhaul, the pickup time and location were changed, which threw my moving timeline totally out of whack. If I'm guaranteed pick up from the place I reserved at the time I reserved, then it should actually be guaranteed.Hayley H.
Good experience. Staff was polite, patient & effective.KENNETH G.
Customer did not leave a comment.JORGE E.
Customer did not leave a comment.JOSE G.
The service member was not considerate of my time. He was slow in getting my receipt.NATHANIEL W.
Customer did not leave a comment.FRED L.
Customer did not leave a comment.Steve G.
Customer did not leave a comment.Larry M.
Costomer service should be able to tell costomers about any extra fees especially when returning after hours.KIMBERLY O.
Customer did not leave a comment.THOMAS C.
We returned the truck and a staff greeted us at the drive way and directed us to go to the office. When asked for a return receipt, the man in the office told us that he will send us email receipt. But we never received such email receipt. We asked him to check the gas gauge to verify it was half full, he said everything was ok. We left feeling unsure, because we were not given any paperwork acknowledging that we returned the truck.FLORIAN P.
Customer did not leave a comment.Michel L.
If you change a drop off location after the contract agreement, ENSURE the customer has received this information prior to the drop off date, or deal with managing It at the original location, even if it's inconvenient. Don't put the onus on the customer to deal with the subsequent inconvenience. It makes the customer feel UHAUL is not customer oriented and want to search for alternatives next time around.Karen T.
The workers here were kind, however the van was very dirty. The intial checkout process attempts to compel me to identify this condition upfront, but there is no time for someone to take care of this, so I felt forced to lie in the app to get moving with my business. The return process then expects me to pay $25 for it be cleaned upon return when I mark it as being "not ready" to be rented to someone else.Jade T.
Customer did not leave a comment.Debra B.
Very good service ,with quick in and out ...thank youNICKCHRIS V.
Customer did not leave a comment.STEVEN S.
Customer did not leave a comment.MARK L.
Vehicle was dirty, but served the purpose anyway.michael T.
Was told by uhaul to drop off the trailer at a Bent motorsports and uhaul at 8am. Drive there to drop off and they dont open till 9 and its NOT EVEN A UHAUL LOCATION. I call 1800GOUHAUL and am on hold for 20 minutes so I just call another uhaul in the area, they say they cant just take the trailer and need to call uhaul. They at least gave me a phone number at was answered and the drop off location was changed and ended up being the shop that I called. Both shops that I ultimately picked up and dropped off at were fine all extra before was disappointing. If I had to drive across country with a vehicle transport again I will either shot the vehicle or buy a trailer before renting from uhaul.Raymond S.
Customer did not leave a comment.ROBERT T.
The pick up location was changed without proper notification. Delayed our move by 2 hrs. Not to fault of Brake Stop, but was very stressful as we had movers and childcare to recoordinate.KRISTINA W.
Explain policies to customers B4 they rent Equipment.ALFRED C.
Customer did not leave a comment.Alexander C.
The location wasn't the issue as much as U-haul total failure to honor a reservation made at a different location. I had to make this secondary reservation after my initial reservation made nearly a month ago could not be fulfilled by your Indio location was cancelled less than 24 hours before my move. In addition, the trailer that was delivered to me had a rear left tire in poor condition that resulted in a punctured tire that required roadside assistance. Fortunately, I discovered the puncture after loading, but before getting on the road. See additional notes on your Roadside Assistance. Lastly, after I returned the trailer within the 24 allotted period as noted by the agent at Brake Stop, I was incorrectly billed for 2 days of rental instead of the 1 day. U-haul's service was a total failure from reservation to roadside assistance to the final incorrect billing. I would expect a full refund from U-haul for this terrible experience.Enrique M.
No one told us that we were supposed to fill out a form online when we returned the trailer. We had it all cleaned out and returned it exactly the next day. The location was closed because it was a Sunday. No one told us we had to go online and check it back in. Because of this they charged us an extra day. This was very unfair and very deceiving of U-Haul to do this to someone. We will look at other brands to rent from next time we rentRobert F.
Would be nicer if they had a pull through driveway in case someone needs get around someone hitching or unhitching a trailer.Asa R.
The side mirrors on truck would not stay adjusted.LOIS L.
Customer did not leave a comment.KEVIN B.
The worst customer service ever. The guy who was renting the equipment with the "Break Stop" workshop logo on his shirt was very rude, unprofessional, and ready to fight for no reason. I will never rent from this place or let any of my friends and family rent from this place.Abdul M.
We had a miserable experience at Uhaul. The most unorganized system I have ever come across.George V.
reserved trailer several days in advance. got a call the day before pickup that it would not be ready until 7 1/2 hours after the reservation. made my move a day later than it scheduled.R M.
Excellent customer service.Tim P.
Excellent customer serviceTim P.
I had to drive 1 hour south to get the auto transport. When I got to the original place that was suppose to have it in Escondido, they did not have it. They said they sent it out the day before. I had to wait another 30 minutes while they found another one in San Marcos. I drove another 10 minutes to that location, finally pick it up, drive another hour back home, which put me 3 hours behind. My gas, my time. And then a rep called me to give me a drop off location which was different from the one for the truck. I asked if I could just drop it at the same place and I got a ride "no." I am very unhappy with this particular experience. Usually I am very happy with Uhaul.ARTHUR G.
Customer did not leave a comment.Adam K.
Returned after hours so didn't enter the building or interact with any personnel.Alyson M.
Customer did not leave a comment.JEFFREY B.
Received charge for fuel despite receiving truck half full and returning it 3/4 full. Seems shady.John H.
my car was not attached to the tow dolly correct and the straps fell off twice and I had to stop at a Uhaul to get it fixed. My car bounced a lot and I may now need an alignment.BRITTNEY J.
Customer did not leave a comment.GABRIEL S.
First, I rate UHaul in general as terrible. I reserved trailer a week in advance for closest to my house. Day before rental, I get a call that not available there and have to travel 45 miles one way to pick up trailer. This on roads that take me over an hour. Asked if could be delivered to the location nearby, was told no. Terrible way to treat a customer. At the pick up, attendant was rude. As I finished my paperwork, another customer came in for his repair shop. He asked me to wait in my truck and he would get me to go get the trailer. Instead of asking the new customer to wait, I waited for 30 minutes for him to serve them before he came to take me back to the trailer. UHaul and the pick up some get minus score.Donald C.
Customer did not leave a comment.PATRICIA M.
Customer did not leave a comment.Alanna I.
No truck and no reservation. Your reservation system sucks. I had to go to three locations to find the truck after making online reservationAndrew R.
Customer did not leave a comment.RICK T.
Customer did not leave a comment.Donald W.
Above my expectations.Pedro R.
Customer did not leave a comment.Clarence B.
Staff is always courteous and heplful.BILL Y.
Fix the app please it crashed several times when trying to drop off the vehicleChristian G.
Customer did not leave a comment.Tyrra A.
Your on line application is flawed. When I put in an alternate phone number, it changed the name on application. Big hassle! Took hours on the phone to resolve.Richard H.
Customer did not leave a comment.DAVID K.
The GM wasn't wearing a mask and came out into the lobby around customers, the person behind the counter wore a mask but seemed irritated I mentioned the GM's lack of having a mask, saying "we've had lots of customers come in here without masks". From then on he seemed irritated and I felt like he wanted me to be gone ASAP (even though I dropped the topic). Wearing a mask is about protecting OTHERS, and/or making customers more comfortable. I'm not nearly as concerned as many, but I just see it as a sign that this company either doesn't understand and/or don't care about the concerns and/or comfort of their customers. That's not the type of place that will get my future business.DOUGLAS D.
Thank youEvan P.
Staff were very respectful and helpful.Timothy B.
Could not get the orange key box to open after paying for the rental on line. Will have to go back to Brake Depot early Monday morning to turn in the key. Final instruction on mobile receipt was to check the van for personal items, lock the doors, and drop the key in the orange box. Got to the orange box and it said to hit the 'start return' button on mobile device. Could not do that as I was already done with transaction. A little confusing.Ramon B.
Customer did not leave a comment.STEVEN B.
Nothing. Reservation and pick-up of the U-Haul was extremely easy with the help from Norverto at Brake Stop San Marcos. Will absolutely return to this location again for future business!Nicole Z.
Super easy. Rental was exactly as expected. Easy on and off and there is a gas station next door.Tracy B.
The van smelled new :) I liked that. Norberto, the gentleman who did the paperwork was kind and efficient. I'll be moving out of state, wish I could do a one way rental in a van.Abbie S.
Person who showed up was a total jerk. Small yard but several empty equipment parking areas. Person directed me to park trailer in a near impossibe spot, in the opposite direction i was driving. I told him i would drop trailer where i was located, and i would help him push into the spot he arbitrarily identified. He said no if i disconnected the traler he would charge me additional money. Said he would drive my car to park trailer. I said no. " what do you want from me". He was a total jeck and disrespectful. It could have been a good experience rental except for this controllong jerk. Never again!Jackie D.
Customer did not leave a comment.James C.
No Restroom. Attendant New, had an attitudeDavid V.
Concerned about the instructions i recieved regarding how to return the vehicle after hours. I was told by attendant to just return and take a photo of the mileage gauge. I was unaware of the other items i had to check. I returned the vehicle and drove to my home. I attempted to perform the after hours check out but was not able to. I returned to the rental place to complete my vehicle return. I would have appreciated if the attendant had done a better job explaining the process.Everardo G.