Customer Reviews for Cork and Brew Express
(U-Haul Neighborhood Dealer)

Rating:

1.0

The self-serve experience was terrible. We went in to the gas station thinking someone would be able to help us. They did not. The reservation confirmation did not explain 1) the location was 100% self-serve and 2) did not explain step by step what would be expected in the app and 3) did not explain that late arrival would completely derail self pickup. The app experience was completely unclear due to our late arrival. Life happens and we were late for pickup. However, from the customer’s perspective, we were in “our time”. Why omit the option for pickup if still in a customer’s reserved window? We called customer service and the phone tree navigation wasn’t intuitive. We also tried engaging via text message, but with 10 minutes in between texts, this channel was completely useless to help us. We ended up standing out in the cold for 40 minutes while we worked through things. It was horrible. Once the phone rep was able to help us get the key (by resetting the pickup window so we weren’t “late”), we dropped the call thinking everything would be smooth sailing from then on. It was not. The app crashed multiple times when trying to upload the required pictures of our truck. We had to call in again and someone was able to send us a link to a web app where the pictures were received. The final straw was at drop off when the drop off pictures I took were lost. I would not recommend anyone visit any U-Haul location that is 100% without a human.

Rating:

3.0

There was an argument going on between the manager and the outside workers. She was letting him have it. In front of customers..not the way I handle employees. But she had the badges like she had earned recognition. Then when I returned it, they could not find my return paper work. Listen my deal was very small rented an appliance dolly.

Rating:

4.0

The check-in checkout process is way too long. It needs to be made easier and you need to let the customers know about it ahead of time.

Rating:

4.0

Make sure that equipment such as dollies are actually in the vehicle before the customer arrives to pick up vehicle. I was supposed to have a furniture and appliance dolly with the vehicle but neither of those was there. Had to drive to a U-Haul store 10 miles away to pick them up but the store only had an appliance dolly. Very frustrating. Plus, when I called the U-Haul number to help with extending my time, the person was very rude and not helpful. I won’t be renting from U-Haul again.

Rating:

2.0

Make sure the truck is cleaned out by someone before the next person picks it up.

Rating:

5.0

The padded moving blankets that I ordered (to be picked up at another location) were not in the vehicle, and I could not get UHaul customer service to adjust my bill. Not sure who's fault that is, but the pickup at this location could not have been any easier.