First of all, my handcart dolly was not in the truck as ordered. Second, the bottom right passenger mirror had a crack in it (which UHaul corporate told me that should have been caught and repaired). Finally, the mobile app would not verify my identity and it took me a long time to figure it out...very hard to reach customer service by phone. The inside of the truck was clean, but it's hard to do a move when you're missing the hand cart dolly. You're asked to take pictures of the vehicle before removing from the lot, but the truck was sandwiched very tight between two trucks...so, there is no way to fully photograph the sides of the vehicle. There is no clear instruction on where to park the vehicle upon returning. I'm most likely trying Penske next time round. The mobile app tool has created an environment where local dealers are no longer good stewards of the equipment.
Dale B
Customer Reviews for Brown's Tire Towing & Auto 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.
The equipment was clean, but not well maintained. The auto transport trailer had rusted ratchets, making it impossible to get the tire wraps secured to the vehicle unless we used WD-40 on them. There was no rear safety chain on it. Inside the U-Haul truck, the cup holder was broken, and there was a large dent in the side, and on the front right bumper. It was a much older model truck than what we saw along our journey seeing other trucks on the road. There were a couple of tires that were balding unevenly. Warning lights kept coming on when hitting bumps, causing us to have to reseat the electrical connection to the auto tow trailer. The windshield wipers need to be replaced. This particular truck should be retired. We reserved 48 moving blankets, but only received 24 when we picked up the equipment. The man working there was very friendly and helpful.
Kimberlee SNothing everything is goog
AXEL MGood truck, good location for pick up drop off, super easy to rent paperwork. What more could you want?
RICHARD CMake sure all tires are properly filled with air. I had to stop four times to put air in the back tire on the driver’s side.
GREGORY LThank you!!!
JAYME MThe truck was spotless and ran well. I had no trouble. The gentleman who helped me was also very nice.
LA SVery efficient process for picking up the van.
CHARLES KThank you for an efficient and pleasant service!
JAYME MI reserved a packing pads online. when I went to pick up the truck, they told me they had given all of their packing pad supply to a single customer who had requested 50. their knit really needs to be a limit per customer so one customer does not get to take every single pad you have!
AMANDA PI have reported this whole shit show and have been waiting a call that was promised someone would get back to me ands as of now no one has contacted me.
Linda SGreat group of people.
David Mgood job
PAUL KWhen I asked how much the trailer was, I was told 20 bucks. Looking at the receipt, it was 122. That's quite a difference and not happy about it. As someone who has used uhaul multiple times, using them after this will be tough! Why do they not know the price of the rental equipment? I would have used an enclosed trailer... they are usually cheaper. I'm really disappointed in being told one price and charged so much more! You just can't imagine! Nit happy about it at all!
DALE SI've used Brown's Tire & Towing many times to rent trailers, but this was the first time for renting a truck. I've always had a good experience. I had to rent the truck on Sunday when the site was closed, but U Haul has a great method of letting you check out remotely.
Victoria MEasy to work with and very friendly and efficient.
JENNIFER WI have used Brown's multiple times to rent UHaul trailers and always had good service. The person that helped me this time was particularly helpful, knowledgable, and friendly. It was immediately apparent how organized he was-an outstanding employee. Hope he get recognition.
VICTORIA HNothing. Everything is fine.
GREGORY LThe corporate and Denver local staff were exceptional. However, had difficulties with out of state staff. They insisted I sign for box in person. The reason I used service was convenience and ease. This was not easy I had to pay removal service to go and sign for box. Thanks for the added $300.00 cost, U-Haul... you could have done so much better.
Robert LLocation was open on Sunday which was helpful. The personnel took care of the check in without any issues.
douglas hThe drop off location was closed, but the app did not address this. When I tried to turn the truck in through the app, it was stuck in roadside assistance mode, even though I did not initiate roadside. We dropped the keys in the door slot with a note.
KENNETH Enobody was at location when our pickup was scheduled we couldn't use the app. 1) because there no cell service at the area plus when I did have cell coverage the app asked for two contacts one being employer and when you are retired it sticks you in a loop you can not get out of. On the bright side I Called the local U Haul contact number and she was very helpful in getting my reservation filled. Once I was able to get into my truck the furniture pads which I reserved and paid for were not in the truck. Again the local representative located some pads but they were 30 minutes away and I would have to get them. I made this reservation a week prior so I am not sure what the problem was.
TIMOTHY Oall the folks at this locationn were very helpful and friendly!!
David SBrown’s is an excellent place to get and drop off your U-Haul vehicle. A very clean and organized operation.
Wesley NThe last time I rented a U-Haul I received lots of receipts when I asked for mine he said it was now online but should have told me that from the beginning. He never suggested I walk around the truck and inspect it or anything before I pulled out just showed me the gas tank level and overdrive feature
KATHY HThe staff at Browns was very professional and would recommend them for future rentals
JAMES TVery clean facility, the owner really takes pride in the appearance of the shop.
John BBrowns Auto in Shepherdstown WV is the best!
RICHARD CThe process was easy and quick, and the staff was very friendly.
WILSON MIt would be hard to improve. The service was sterrar. The employee was exceptional. Thankyou
THOMAS DBe honest with your customers , we pay you !!!
Samuel CGreat group to work with.
David MThis location was absolutely wonderful to work with. Very pleasant and friendly. Will most definitely return.
GERI HThe folks at this location were wonderful to work with and the equipment was exactly what I needed. The only challenge I faced was initially I was to pick up at a time outside of this locations business hours so I scheduled to use the mobile app. Unfortunately the app wasn’t working correctly. The representative for UHaul customer service tried very hard to assist me but it was a technical issue that couldn’t be resolved at that time so the rep assisted me in changing my order for in person pickup the following morning.
SHARON JMr. Brown as always was friendly and professional. Very convenient location with good hours.
Mary PThe location was excellent, fast , and ready to go and. Professional
RAYMOND HHave the equipment that is reserved,
BRANDON SNa
JOHN RI had to call the emergency number, due to the store owner was not there at 8am. I was most through with check in on the phone and he showed up 20 minutes late
ROY RTruck was clean but in poor condition. Air conditioning only worked sporadically and truck was very, very old and it showed. Got incorrect information on return location from origin location which resulted in excess mileage charge.
Elizabeth CThe transaction went very smoothly! Great customer service!
Andree BVery helpful and friendly
JOHN WRedundancy for your global IT system is needed. The local owner had to find alternate methods to get me on the road and even those took more than an hour to access.
Neil MThat isn't even the right location. That's how messed up you are. I reserved at lovettsville. Was changed to Purcellville for pickup and then changed to Knoxville for return. You people need to get your act together.
Bobby SEverything was great, nothing to improve.
Maura O"Ron" at Brown's Tire Towing & Auto Inc. was very helpful. Everything was ready when we arrived. The on-line process went very well when ordering the cargo van. We had a bit of a challenge when trying to use the app to return the truck. A phone call to Brown's Tire Towing and Auto Inc on Monday resolved the matter quickly, easily and correctly. I will use Brown's Tire Towing & Auto Inc for future rentals and will also recommend them for friends and family. Excellent experience.
Diana WI was charged for the safe tow insurance even though I declined it on the reservation!
Timothy BU-Haul had a good number of dents and scratches that were not documented with stickers or on the app photos. It ran well in town, but would shake on the highway (over 140k miles). There were no straps inside the truck, which usually is standard. My biggest issue is with the app. The steps a customer has to go through to pickup and return a vehicle is too much work. AND, on Thursday before Memorial Weekend, the app was not working. I arrived at the pickup location and got there a little before closing time. The rep. at the counter was helping someone else. He then told me--good luck with the app and locked the door and left the facility. I had to be on the phone with customer service for an extended period of time before I could get the vehicle keys. Then, I was delayed in returning the vehicle because the return site rep would not help me AT ALL. What kind of customer service is this where I'm taking pictures of every part of the vehicle, you have to call my wife to confirm I am who I say I am (after I've given you my license and credit card)...there has to be an easier way. To add insult to injury, I was then charged a $40 one day late fee for returning it a bit late (of course I was late, the app on both ends takes time!!!). I was also told by the service representative (for the return location) that I could return the vehicle anytime I like (but did not mention there would be a late fee). Sorry, but if this service continues, I'll be renting from Penske.
Dale Bhard to get to lot to hook up trailer and back to office area where they took photographs. The employee was not very friendly.
Jeffrey BThis was a great van. Exactly the size I needed.
CHARLES EBrowns does a tremendous job with their u-haul supply . Always a pleasure dealing with them.
David MTerrible customer service specifically the older lady at the front.
jeremy w | Overall Experience