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DALE R
Customer Reviews for Charlies Auto Repair LLC
(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.
I was supposed to pick up truck rental at 9:30. I called a day or so before to ask if I could come at 9am instead. They said yes. When I arrived the truck was not there. They called to ask if the said person was bringing the truck back. He said ill be there soon. I waited an hour before they called him again and asked if he was still coming. Then he arrived and they handed me the keys without cleaning it. But honestly I had somewhere to be. So at that point I just wanted to get the truck and leave. The man who worked there was nice. But it was very frustrating that the truck was not ready. I will not be renting from this location again..they didnt even offer me a discount or anything for the inconvenience.
Nicole sI recently rented a U-Haul pickup truck from Charlie’s Auto Care in Hesperia and the experience was a nightmare. -Pricing not transparent: Before arriving, I was told the rental would be around $80. At pickup, I was suddenly told it would be almost $200. I was never asked to estimate mileage in advance, nor was it obvious mileage would be a major extra charge until I was already at the counter. U-Haul buries important details in fine print—every time I’ve rented, the final cost ends up far more than expected. -Insurance details buried and mislabeled: I purchased SafeMove, but the fact it carried a $150 deductible was never explained verbally. Worse, when charged, it appeared on my receipt as “Missing/Damage Charge,” not clearly identified as an insurance deductible. That critical detail was hidden in paperwork and mislabeled in billing. It feels intentionally misleading and leaves customers blindsided. -Truck got stuck due to rear-wheel drive: We were never told the pickup was rear-wheel drive. Since most vehicles today are front-wheel drive, the driver assumed this one was too. Believing he was putting the non-powered wheels into the sand, he turned around—only for the powered rear wheels to lose traction. That’s exactly how the truck got stuck on a graded dirt road. My own front-wheel-drive minivan handled the same road without issue because I only put the non-powered wheels into the sand when turning. If U-Haul or the dealer had been transparent, this could have been prevented. -Strung along for hours, then abandoned overnight: I first called U-Haul at 5:45 p.m. when the truck got stuck. For more than 2.5 hours I was told help was on the way. Later I was told recovery wouldn’t happen until the next morning. This meant the pickup was stranded in the desert overnight. If we hadn’t had friends camping nearby to watch it, one of us would have been forced to stay with it without gear. This wasn’t just inconvenient—it was dangerous. -Misinformation about our location: When escalated to the regional manager, he was told we were “five miles off a road.” False. We were five miles off a paved road, still on a maintained, graded dirt road, directly across from the Rainbow Basin public campground. The tow truck driver who recovered us knew exactly where we were before he came, so there’s no way they believed we were truly “five miles off road.” I believe Charlie allowed this misinformation to reach the regional manager instead of clarifying the truth. -Extraction nightmare and intimidation: When the dealer finally came the next day, I was told I had to pay $450 immediately before the truck would be released back to me. I paid, and only after payment was processed did they say they were taking the truck anyway. During this time, when my friend refused to exit the truck until the issue was resolved, Charlie (the dealer) said: “Well, I guess you’re coming home with me then.” That comment was completely inappropriate and unprofessional, and it felt threatening. -Improper recovery method: Instead of attaching the winch to proper recovery points, Charlie’s crew hooked to the wheel and dragged the truck sideways before pulling it forward. I have video evidence of this, showing the tow truck driver attaching the winch to the passenger rear wheel and dragging the truck through the sand, with close-ups and wide shots of the entire ~7-minute tow-out. (YouTube: search “Hesperia Uhauil Charlie's Auto Repair Improper Recovery Video”.) Not only could this method have caused damage, but at the same time I was being told “You are responsible for all charges.” The fact they were risking damage while threatening to hold me liable for it is deeply concerning. Total cost of this nightmare: $770. U-Haul completely failed—in transparency, communication, customer service, and safety. Overall, the experience was misleading, unprofessional, and predatory. I strongly caution anyone considering renting from U-Haul here (or in general) to demand every charge and coverage detail in writing up front, and to be prepared for hidden costs, intimidation, and being left stranded.
Keslie MGreat customer service
KALEB WCharlie and his team made my stressful move easy and convenient. Equipment was new and clean and made the trip painless and gave us peace of mind that we would make it to our destination without issue. Needed a few extra days and Charlie was able to take care of it right away. Thanks again Charlie and team for the seamless move! Highly recommended!
COREY KNothing. The service was outstanding. The ladies at the check-in counter listened to our questions and concerns and were very helpful. After she hooked the trailer to our vehicle, she walked around the trailer and checked all of the tires. She did not like the way one of the tires looked or sounded when hit with a small baton (the tire definitely sounded different than the rest of the tires). She immediately told me she wanted to switch us to a different trailer so they could check the tire on the first trailer. We quickly switched and were on our way in just a few minutes. After we loaded our trailer and found out the trailer was way bigger than we needed for our multi-state cross-country trip, we returned to the U-Haul dealer and asked if we could get a smaller trailer. They were completely sympathetic and allowed us to get a smaller trailer that was half the price. This was real customer service!!! We really appreciated this as the smaller trailer met our needs was much easier to tow.
TIMOTHY DThey charged me for the wrong mileage. Now I have to go back and get a refund.
DENNES AThe lady has excellent customer service. Polite, kind, effective and helpful. 5 stars
VICENTE VAll Good, Thank you
JOSE SIt was nice to have them do after hours drop off. We never saw anyone as it was late plus would have been nice to get a credit for early return considering we were initially quoted 210 for trailer and were charged 255😢
NORMA MI will definitely use them again and recommend.
OMAR MWe were perfectly happy with our experience.
DARREL NVery nice and friendly people. Impressive customer service experience. Very detailed to my rental needs. Will definitely recommend it to my family and friends.
AMBER PNo improvement Everyone is so nice and helpful
Grace BExcellent customer service. Staff was friendly and informative. In and out of the location in a matter of minutes.
KEVIN TThe customer service was stellar. I've rented from this location several times, and I have been pleased every time. I will continue to use this location every time I need to rent from U-Haul
RANDOLPH CThe trailer appeared well maintained, tires in food shape and lights all worked. Thanks
DONOVAN CCustomer service was excellent!!! The lady was very, very nice and helpful. Reservation was fast and easy, no issues whatsoever. For these reasons I have been a repeat customer for one-way and long distance rentals.
RONALD CThe man who took reservation was very nice and helpful. The lady walked us right through it was very friendly and had great customer service.
JACK HThe best service I have ever received, thank you
JUANAGUSTIN EHelpful and friendly staff. Easy and smooth pick up experience.
RAND RThe need a transmission service ..lags in sheifing gose to 4rpm before shifting. .
MARSHA FThe young ladies I dealt with were very professional and thorough.
MELVIN JAttendant with a very knowledgeable and helpful
RAFAEL GExcellent customer service
BEN NThe lady in house that rented the truck to me was extremely helpful. The only issue was using the app for after hours check in, when I parked the truck I took a picture of the mileage and fuel level. During the check in using the app, it did not allow me to import the photo from my phone. It only gave me the option to take a photo but I had already locked the truck and put the key in the lock box so I could not take the photo of the dash. The app was confusing to use. But I would refer.this U-Haul rental to others.
DAVID LGreat job
TOMMY WGreat job loved it
TOMMY WExperience was great.
MICHAEL FThis is the first time I’ve rent from your yard and the first time I’ve ever used a car dolly. The lady who helped me was very nice and more than helpful. It was a great experience. Thank you
JAMES HExcellent place to do business with.
NELSON SMy movers did not show up. Hopefully I wasn't charged for it.
KAYTLIN RKeep doing your great service
MATTHEW EExcelente service
JUANAGUSTIN EMaybe lower the price per mile a little
MICHAEL RNothing
JONELL BJessica was awesome. Thank you.
RAYMOND OThe lady is super cool, she serves you with a good attitude, I love this location.
JUANAGUSTIN EGreat customer service.
ANGELICA VSuperb service at the checkout, an excellent attitude and well informed about any changes if anything were to be made.
STEPHEN SInside of trailer could be cleaner
Nicholas MGreat customer service
LEONEL SI keep using this location for a reason...trouble free in and out no issued and nice people.
RYAN FKeep up the good work
RAYMOND SLove this place, everyone is very nice; great customer service.
Grace BBest place to rent from easy fast and smooth go in and out within 10 to 15 minutes. I will highly recommend this place. I don’t rent from nowhere else. I used them probably over 20 times and I will continue to use them best in the high desert.
JOSHUA TVery nice staff
TAINECIA SService right on time.
DEVONE KDo a walk around inspection before totally renting out the vehicle and then probably a good wash before renting it out for the day running it through 7-Eleven car wash or something cheap just so it looks like it’s being taken care of.
NICHOLAS LNot much. The crew was very professional and polite. I was referred here by a family member because of their great experience.
RUSSELL BI don't think you could improve anything. At Charlie's auto repair and u-haul rental. Everything went great, from picking up the truck to dropping it off. They explained everything to me, and I was in & out really quick. Couldn't ask for anything better. I wish all "customer service" type things were like this.
Ruth H