Customer Reviews for Browns Towing & Recovery
(U-Haul Neighborhood Dealer)

Rating:

1.0

Because U-Haul had overbooked their fleet for the weekend, they weren't allowing people to drop off trucks where it was convenient for them. I had rented a storage unit in Parma Heights at the U-Haul storage, so I asked if I could return it there, but they told me I'd have to call the main number about it. When I was ready to return the truck, the app would only let me select this Browns Towing as the nearest dropoff. I decided I would drive the extra 15 minutes away and just leave it, but when I arrived, I found a barbed-wire fence surrounding their lot with a gate and large padlock. No one was there. There was a sign on the fence for U-Haul but no drop box was visible, and there was nowhere to park. I called the number of the location and no one answered. I was not comfortable leaving the truck at the location on a street in an area with rundown, abandoned buildings all around. I called U-Haul and the service said it would be a 20 minute wait on hold, so I decided I would drive back to the storage location in Parma Heights while I was on hold so I could see if I could return it there. While driving, I spoke to three U-Haul reps. The first was very helpful when I explained the situation and I told him I wanted to return to different location. He transferred me to a manager in trafficking. The first thing she said to me was "this is why we schedule dropoffs." She put me on hold and then came back and said that the location was indeed open. I assured her it was not. I asked her if I could just drop off in Parma Heights. She said she wasn't sure, that I'd have to talk to someone else. So she pushed me on to another manager. He answered and I asked him if I could drop it off somewhere else and he said that the problem was that there was another family waiting for that truck at that location. I explained how I'd already gone four hours out of my way just to rent this truck and had the worst experience with U-Haul, but I guess I could inconvenience myself further so that they didn't lose out on any money or inconvenience another family. He said he'd put me on hold and see what he could do and then he hung up on me. I went into the storage facility to ask for their help and they told me that I had to take it to Browns Towing. I explained that I didn't feel safe leaving it there, but the manager of that facility told me that once I use the app to complete the dropoff of the equipment and leave the keys in the dropbox, it was no longer my responsibility. So I did as he advised, went back to Browns, parked the truck in front of their fence, found the dropbox for the key, and I did the dropoff through the app and left. I never interacted with anyone from Browns Towing, but I wouldn't want to go back to that location ever again.

Rating:

5.0

Very professional, very clean definitely will recommend this place. Staff made us felt welcome from the minute we got there

Rating:

5.0

Very freindly , efficient, and gave me helpful hints about the area would definitely recommend.

Rating:

3.0

Charges and Reservation Issue To Whom It May Concern, The issue stems from a miscommunication and lack of clear information provided at the time of pickup regarding changes to my reservation. When I picked up the truck, I informed the representative that I would no longer be traveling the originally planned distance and asked whether I needed to create a new reservation due to my change in drop-off location. I was told by the gentleman at the train location that he did not handle contract changes, as that was a corporate matter. However, he assured me that he would note the reservation as having an “undecided drop-off location” and that any necessary adjustments would be handled accordingly. Based on this information, I proceeded with the rental under the understanding that my changes were documented and that I would not incur unexpected charges. Unfortunately, I was later billed in a way that does not reflect the conversation or the assurances I received at pickup. I would also like to clarify that this concern lies solely with the miscommunication and lack of proper guidance at the beginning of the rental process. I have been a loyal customer for some time, and I have not experienced this type of issue before. I respectfully request a review of my rental agreement, mileage charges, and any associated fees, and that appropriate adjustments be made based on the circumstances described. Thank you for your time and attention to this matter. I look forward to your prompt response and resolution. (Average 26 truck est.$40-$50 , insurance $15-$30 and 10 miles $10-$12) 0n the high end my rental, if I would have changed reservation may have only been half of what I was charged. I need another truck this weekend to finish emptying my fire damaged unit and as a repeat uhaul customer sadly I am serious looking at other options Always Be Kind,

Rating:

5.0

Excellent customer service. Rental was clean and AC was running when I hopped in. Very accommodating.

Rating:

5.0

Absolutely excellent customer service...I will definitely go back when needed, passing up a closer site because these guys are cordial and pleasant! 💯

Rating:

3.0

Kind of a dodgy location but the staff was incredibly kind and professional

Rating:

5.0

Great place well recommended!!!

Rating:

5.0

excellent customer service ! best u-haul service i received.

Rating:

5.0

This thee best company to have be sent to for a Uhaul truck. The young ladies in the office were so very helpful when my phone was not acting properly. The owner and his son were two of the nicest, upfront and efficient, yet very knowledgeable of the moving process. GREAT CONVERSATION AS WELL AS GREAT OVERALL DEMEANOR... I HIGHLY RECOMMEND THIS COMPANY, ABSOLUTELY WORTHY OF MORE THAN FIVE STARS!