My check in experience was horrible. I opted for the online check-in to pick up my truck before the location opened. However, the advertised check-in process was not what I experienced. After completing steps that I had previously completed when I submitted my U-Haul rental request, I was then notified to turn on my location or else the process would not work. I then had to add a contact to the application, and was not told this person would be called to verify the account when I rented the U-Haul. Naturally, my contact did not answer because it was early and the number came up as unknown. I was finally able to get the keys 40 minutes into this process. I watched the video on how to use the online check-in ahead of time and I did not find the actual process to align with the online video shown.Maria L.
(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 tried to do check in on my own using my online account. Through my browser the website was unable to find my location despite me turning it on in my settings. The app was able to find my location but the instructions were extremely hard to follow. For example, it told me how to get to the key box but not how to open it. Then the next step was to find my truck, but I still didn't have a key. When I found the truck the approval process started and we were waiting for approval for quite a while. I finally went inside and was helped by a staff member who told me the approval process could take up to 20 minutes. It was about 30Â° outside that day. It would help to set expectations so people know what they should prepare for as far as your remote check-in and the approval process. people would be able to play in their time accordingly unlikely more willing to wait if they know how long they'll be waiting for. as it stands now I would rate the self check-in process through U-Haul very low. The staff at this location with very helpful when your system was not.LINDEN P.
Customer did not leave a comment.Alexis C.
Customer did not leave a comment.JANE C.
Customer did not leave a comment.Donald L.
Like the feature to do everything via phone. Thx, DustinDustin B.
Customer did not leave a comment.Jane C.
Customer did not leave a comment.ANGELA P.
Customer did not leave a comment.NICHOLAS B.
My comments are mostly in reference to the mobile check in process needing to be amended. They use a robo call service to verify check in, and my phone doesn't receive those calls. The service also requires an alternate contact # in the reservation, but I only have one, so I used my fiance's number as the alternate. However, you need to enter an alternate contact name/number specifically on day of pickup, but it can't be the alternate contact # in the reservation. This caused a problem because it was just the two of us moving, so I couldn't alert anyone else to answer their phones (which couldn't be answered regardless due to the robo call service). I understand the need for extra verification for renting a vehicle, but if rental car companies like Hertz can allow you to bypass counter service, there can be processes to fix what's happening at U-haul. This ultimately led to a 45-minute delay in me actually picking up the vehicle, and I had to contact both national and local associates to get to someone who could assist. I will mention that each phone associate I spoke with was very kind and understanding, which I appreciated. Additionally, my reservation was for a 15' truck, however, when going to check in online, they supposedly "upgraded" me to a 17' truck as they no longer had 15' available. I had a confirmation email for a 15' truck, sent the day before. This normally wouldn't be a problem, but the apartment I was moving from was above retail space with limited parking, which is why we needed the 15'. U-haul should acknowledge that a larger truck doesn't always mean an upgrade for folks, as their space for a truck may be limited, and they should have made an effort to contact me about this change. The associate I spoke with about this told me there weren't any there, but there were at least 5 other 15' trucks in front of me; they were all still there when I returned the dirty 17' truck later that day. As far as the location/vehicle, I rate this location above average only because the girl working the counter when I returned the vehicle was wonderfully warm and efficient; she makes this company look good, though I'm not sure if she actually works for U-haul or the place I rented it through. The vehicle itself was dirty, with medicine/pills on the floor of the vehicle, in addition to a lighter sitting in the driver's seat. The weather stripping on the driver's side door fell off as soon as I opened the vehicle as well - not a big deal for operation, however, it happened after the photo verification of damage during the check-in process. Not sure what kind of protocols they have in place to verify the vehicle was actually sanitized according to any Covid protocols either, as nothing appeared fresh or cleaned.Elizabeth V.
Very professional staffAleksandar G.
I booked online with a guaranteed payment. The pick up And drop off was easy. Location is one minute from highway. The two associates were very pleasant. The truck even came with a free padlock for the pulldown door which was great because I had forgotten mine.MARY M.
Check in and check out simple and complete.Hycinthe M.
Customer did not leave a comment.DANNY R.
Keep doing what you are doing.no complaint sJudith J.
Always a great experience here at Citadel!!!! .... DO NOT go to BRAMBLE.... they SUCK!!!JAMES B.
Customer did not leave a comment.Holly H.
Customer did not leave a comment.Donald S.
Customer did not leave a comment.Anthony W.
When I arrived at 12:15 pm to return my trailer the building was locked and a sign said the manager would return shortly so I just used the online U-Haul return process which was very easy. Dropped the trailer, uploaded the required photos and info and drove away.Kasey K.
The inside of the truck wasn't very clean and I would think that with a pandemic, it would be very clean. Not so sure that it was cleaned after the last rental.jeffrey V.
All good. Nice girl checked me inDONALD M.
Customer did not leave a comment.Kathryn W.
Customer did not leave a comment.ERICA P.
Customer did not leave a comment.Michelle M.
Customer service was excellentPatricia C.
Customer did not leave a comment.MICHELLE G.
Customer did not leave a comment.M R.
Terrible! First, kept ringing this doorbell for someone to come open this big gate... finally had to yell and this fat guy on way out to cook lunch on the grill opened gate... then the lady inside took another 10 minutes to figure crap out... horrible location... do not go! Go to citadel on ridge!JAMES B.
Customer did not leave a comment.Mark S.
The drop off was easy, the location was clean, with a sign that they use a filtration system to clean the air inside, desk representative was wearing a mask, and was friendly.Tracy S.
Customer did not leave a comment.eileen K.
I left a voice mail Sunday to check in on my return of the rental. I had trouble with the key box, and wanted to be sure I was all set. I also emailed yesterday as well, using the email address I provided to be sure again I was all set. I have not heard back via phone or email over 24 hours after my outreach. This is concerning.Amy M.
Have more than one person at the counter. Picking up the truck took a long time due to the wait. Had to wait over 30 mins as they processed the customer before us.Steven B.
Customer did not leave a comment.BARBARA H.
Customer did not leave a comment.DIANA M.
The truck was dirty and not cleaned out or wiped down.Kendra B.
Customer did not leave a comment.Martin M.
It took a very long time to complete the rental online and that time was counted as part of the rental time.. If you arrive at 145 for a 2p rental and it takes a hour to complete the rental process online (2:45) you time still starts at 2. That's it right.Teri P.
Customer did not leave a comment.Carl P.
Customer did not leave a comment.JEFFREY M.
Customer did not leave a comment.G Keith C.
Customer did not leave a comment.Alexander D.
Customer did not leave a comment.Travis S.
Customer did not leave a comment.Margaret S.
Customer did not leave a comment.Carlos A.
Customer did not leave a comment.Dak N.
Customer did not leave a comment.Mark H.
While I was able to make reservation via the app, I was unable to check in with the app as well as unable to check out during the return.Paul G.
Overcharge on mileage costIssa S.
This location is always greatCiara P.
Very efficient process and nice staff.Gary E.
This location was great.ROY W.
Customer did not leave a comment.Diana M.
Customer did not leave a comment.Richard B.
I may have missed it in the check-in procedure, but I had to search a little while to find the key lockbox. Seems obvious now that it would be the side of the building, but it might be a good idea to just put a note on the website that the lockbox is to the left of the Citadel Storage entrance. Thanks!Samuel M.
Customer did not leave a comment.ANGUS D.
Turned in the vehicle after hours and no one was homeJORGEOWEN M.
The back of the moving van- had broken glass! I'm lucky I didn't get cut-I had to sweep out myself! And I returned a day earlier and no credit??Julie S.
Customer did not leave a comment.Evan L.
$130 for 3 hours and 1/4 tank of gas. SheeshDEVIN F.
Customer did not leave a comment.Kyle B.
There is always room for improvement in every business but I feel this business was above average and met my expectations.Adrian S.
Customer did not leave a comment.NICHOLAS B.
Customer did not leave a comment.IVA B.
Help load dolly onto truck. Other than that the service was great! Thanks to the fellow that waited on me!Cheryl M.
Customer service from representative was exceptional! Made drop off so easy!!!Melissa T.
The "contactless check in" wasn't, it wasn't quick, it wasn't easy, and it makes me less likely to use the service in the future.Joel B.
Customer did not leave a comment.Lindsay L.
When I first attempted to reserve the truck (in person), the associate suggested that I use the mobile app instead so that I could pick up the truck during off hours (early Saturday morning). Clunky process. App was terrible. I had to go inside the office and complete the transaction (essentially start over) when I picked up the truck. Staff at the point was very helpful.Kevin P.
Customer did not leave a comment.Jamie M.
They never had anyone Inspect the truck and they charged me for damages that I didn't cause!!!Jazmine T.
My discontent is not with the local "neighborhood" dealer, I'm pissed that the corporate reservations center cancelled my reservation as I was standing in the lobby to pick it up. I asked for 5p, but my reservation was dated for 1p, so a reservation agent at the call center cancelled it with no attempt to reach out to me. I was forced to rent a more expensive vehicle with additional space I did not need. I guess I'll consider myself lucky that they had any vehicle at all to rent me, but I'm not happy I had to spend an additional $30.MATTHEW W.
Customer did not leave a comment.Erik P.
Customer did not leave a comment.David M.
Customer did not leave a comment.DANIEL M.
More smdetaul of how the online checking process works in written form would be helpful.SEAMUS W.
Customer did not leave a comment.Chuck D.
Customer did not leave a comment.CAROLYN W.
Customer did not leave a comment.WILLIAM B.
Customer did not leave a comment.EILEEN K.
The mobile app is glitchyAmy J.
Customer did not leave a comment.STEPHEN K.
Very clean office, and helpful staffMICHAEL W.
Customer did not leave a comment.greg K.
Easy after hour drop-off.Matthew E.
Customer did not leave a comment.Jeff D.
Customer did not leave a comment.Janet G.
The cleanest and nicest U-Haul experience EVER!!!! Highly recommend. Staff was super nice and helpful and very professional. The lobby was super clean and the Cargo Van I rented worked perfectly.TERESA A.
Customer did not leave a comment.KENNA M.
clean, easy to find, competent people running the office.DEWITT C.
Fast no hassle service.Nick B.
The man on the phone quoted me $59.00 plus tax and I was charged $182. I called your customer service line and was told it was busy and to call back.KEVIN M.
That truck felt like it was old as I am. 50 years old. Tire had been replaced. Indicator light was still on even though tire was fixed. But STILL WHY WOULD YOU GIVE ME THAT TRUCK. HE TOLD ME BEFORE I GOT IN. when I called for reservation I should have been told to look for Citadel storage place and not UHAUL. A joke. ThanksTONI S.
Customer did not leave a comment.PATRICK S.
Customer did not leave a comment.Martha M.
Customer did not leave a comment.ZOE P.
Customer did not leave a comment.JADENMATTHEW N.
Long time customer have used U-Haul for 40 year's thank you very much .DAVID J.