Dropped off after hours. Charged me $20 cleaning fee because I had the 12 rental blankets in the trailer. Where was I supposed to put them? Total scam.
Eric H
Customer Reviews for Crossroads Moving Helpers
(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.
Brian at Crossroads was great. I was able to communicate with him and he had the trailer waiting for us.
Bob CDear U-Haul Customer Service, I am writing to formally file a complaint regarding a deeply unsatisfactory experience I had with one of your rental locations and the condition of the trailer I received. First, the pickup location did not resemble a business in any way—it appeared to be someone’s private residence. I had to ring a doorbell for assistance, which already felt unprofessional and concerning. When the individual eventually answered the door, he did not greet me in a manner appropriate for someone conducting a business transaction. Instead, he grunted and abruptly asked what I needed. When I told him I had a reservation, he claimed there were no reservations in the system. I began to show him my confirmation, but he dismissed it by saying, “I’ll have it on my phone if you have one,” followed by several minutes of uncomfortable silence before saying, “Ok, let’s hook you up.” At no point did I feel secure or welcomed during this interaction. I was especially unsettled by the fact that this individual had access to my credit card information without any clear professional protocols or secure systems in place. It felt neither safe nor legitimate. To make matters worse, the trailer I was given had a hole in the side, poorly patched with silver tape. It was raining that day, and later we discovered that all of our luggage in the trailer was wet. We specifically rented a covered trailer to protect our belongings from the elements—this failure defeated the entire purpose of the rental. When I reached out to U-Haul customer support via the app for help, the only solution I was offered was to pull over on the side of the highway—where the speed limit is 75 MPH—and wait for roadside assistance. This suggestion was not only impractical but incredibly unsafe. No one offered to help us exchange the trailer or direct us to a nearby location for a replacement. I would have expected something along the lines of, “I’m very sorry about this. Where are you driving to? Let me find the nearest U-Haul dealer and coordinate a trailer swap.” Instead, I was told to fill out a form and wait. This experience has left me extremely disappointed in U-Haul’s service, customer support, and safety protocols. Sincerely, Demi Williams
Demi WReally quick pick up service.
Catherine TNobody was there to greet me and I just dropped the keys and contract in the drop box.
Darren MBrian (U-Haul) rep was very helpful. He was there when I pick up and dropped off. Great help hooking it up.
Nick LApp wasn't working with limited service.
Jonathan BDirty office. Stunk. I would not send anyone alone here. Van was dirty.
Jeffrey LNothing I can think of, all was very well, thanks
THOMAS JThe $19.25 offered to me to Bring the truck back at 1/4 was an insult by Uhaul. With current fuel prices I had to put $25 in it as soon as I got it to get it to 1/4 tank. And of course I refueled again before drop off to keep it at 1/4 tank. In the future I won’t bother with bringing it back with more for the $19.25 “credit” as it actually cost me $5 of my own money. The guy at the location was great though, very friendly and very thorough.
Ryan KI was given a truck with the check engine light on and he said if he’d reported it to U-Haul, then I wouldn’t have a truck today. The inside was also dirty. Returning was a pain because nobody was there during business hours and in had use the app to return the truck. I have no problem doing that, but the cell service at this location was not great and it took forever to load and send the required pictures.
Christopher SGood transaction. Owner was on-hand, knew I was coming, had things ready. Easy. No problems.
Jim IA bit further away, but the owner, whose team unloaded the truck, gave me a ride back from the drop-off, which was great. It allowed my other family members to get started on the unpacking instead of following me to the drop-off location.
Hans SPlenty of trucks there but for some reason we could not rent one from that location. Not sure the reason why, no one could answer as to why. Not much room to drop off truck due to parking area full.
SHIRLEY AThe U-Haul rental at this location is the best! Brian is great to work with. He is super helpful and goes above and beyond even in his days off.
Heather DExtend the loading ramp by about 2 feet
Michael NThe office area was cluttered & the desk was not usable. I looked like they were reorganizing and moving stuff around
Ryan CI hope Mr.. Hansen will be there so I can talk to him about getting another car for my daughter and my mother in law is due for a new one.
Renee BCrossroads Rentals was great. They were kind and professional. U-Haul dispatch needs some work. I tried to reserve a pickup, but the website said there was none in my area. I reserved a 9’ van, but got a call soon after saying there aren’t any of those in my area. Why would the website let me reserve it if there isn’t one? 30 minutes before my pickup time, I received another call that the truck I reserved was not available. What’s the point of a reservation if it’s not available? The truck I ended up with was much too large and was not ideal for what I needed. If the website told me what was and was not available I would’ve made other arrangements. I would not recommend U-Haul to anyone ever. It was more of a hassle (and more expensive) than moving by foot. Again, Crossroads Rentals was fantastic and none of this was their fault. U-Haul itself is the problem.
Stephen DVery helpful and appreciated having a gas station across the street.
Kathleen FThe man was very unprofessional, smelled like marijuana inside and he appeared to be under the influence of something. He then got mad at me because the lady from u haul gave me 100 free miles because I changed location to make it work better for them. He said “this isn’t how u haul works I make my money off the miles and now I won’t make anything on this.” Very unprofessional and I couldn’t believe how they treat their customers. I’m not sure if he was supposed to clean the u haul truck but it was not clean when I picked it up, I throughly cleaned it before dropping it off.
Max FYour return system and maybe paperwork needs improvement. You didn’t give me credit for the correct return time of approx. 9:30 am on Saturday the 30th. Doesn’t matter I guess but if any damage was done to the trailer after I dropped it off I wouldn’t want to be blamed for it.
Wayne TGreat service!
Chris MThe manager was very pleasant but your IT program is the worst. No simple backup if the main computer is down. The whole experience was very user unfriendly. I would have given less stars but the manager was very helpful.
Linda MBrian was great! He made the experience very pleasant!
David LLock provided wouldn't close.
keith kJust wondering what a Mi charge is??
Michelle MBrian was so helpful. Had the truck warming up and cleaned off for me. Everything was efficient and perfect. Thank you!
Rynee DBrian is an exceptionally helpful guy and it’s clear that he cares about his customers. For example, after he got the trailer I rented all hooked up and safety checked, he noticed I was still in the parking lot a few minutes later. He came over to make sure I was alright and to lend any assistance if needed. I was fine (just getting my navigation set up), but his concern left a good impression on me. I will most certainly recommend him to others in the future.
Wendy ZVery easy and smooth pickup. Drop off also super easy.
Brittanie BAfter changing my pick up location to crossroads, Uhaul failed to inform the manager there of This change. I had selected Pepp Boys location to assure 8:30 pick time. Crossroads location does not open until 10:00am. Sign says open-but they weren’t, no posted hours of operation! Internet link posted didn’t work! Woke the manager up to get the truck. It was a 15 ft, when I reserved a 10ft. I was charged the 10ft rate -thank you but my fuel costs were much higher with your bigger 15ft truck! We refueled to the gauge level indicated. Then Uhaul adds a $14 refueling charge upon truck return! That’s bad business practice! Unreasonable! Please credit that fuel charge. Order #2353744. Safe driving on Ohio & PA turnpike prevents email transactions in route! Phone customer service reps are overall friendly & helpful. However, in person drop off & pick sights never function as smoothly! Disappointing! Want to keep a customer? Refund the fuel charge!
Lesa BThe first truck I was supposed to pick up became unavailable an hour before I was originally going to get it. I then had to drive across town to a different location only to pick up a truck with its check engine light on. At this point, I had to turn around (after just leaving the nearest intersection) and return the truck for a larger size when we originally were looking for a 17 but ended up with a 26 at the end of it all . The uhaul employee originally stated I had a 59¢/mile fee and said he wouldn’t charge the standard 69¢/mile fee but yet it did, so charged more than initially aware. The only benefit to renting the truck ourselves was saving money but I don’t think it was worth the hassle.
Nicole STruck was completely loaded with garbage and filthy.
Stephen MIncrease the wifi signal strength to reach the whole parking lot.
Ryan WIt was a bit confusing that the order for the equipment was not guaranteed to be at the location but that’ the location was just my Preferred. This should be more clear to future customers.
Brennan HJust full of dog/cat hair but other than that it was fine.
Mary HI rented a trailer for a one way rental from Gaylord Mi to Marquette Mi. Upon attempting the drop off, the address provided was not where the dealer is located. It was an after hours drop. Luckily the dealer answered his phone and i was able to locate the drop off location. If he had not answered i would have not known where to drop trailer. Please make sure drop off locations are accurate
Mike S