After going through the remote rental process I found the truck had flat tire (inside rear passenger, so not obvious during the walk around). Also found the box of the truck was dirty and not swept out after the last use. I had to call roadside assistance who changed the tire in the rental lot. That was a good experience.
Paul Z
Customer Reviews for Crozet Mart
(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.
No one ever placed the key in the lock box. I had to wait 90 minutes to get it.
Jason LThis is an unstaffed location with poor cell service (for Verizon, anyway). I was on the phone for an hour and a half in the parking lot trying to get the lock code. The CS rep was very good. The convenience store folks were friendly, but would only give me the 800 number and were extremely reluctant to allow me on their wi-fi (in fact, I gave up asking). I was told I would have a phone call from a supervisor, but though I did get a $50 refund, I got no call. I've responded twice to the email from Lee_Branch@uhaul.com requesting a phone call and had no response. I thought the company might want to learn from my experience and would want more details about what exactly are the challenges of using the website, app and remote check-in system (which failed at multiple points) I will avoid U-Haul entirely in the future. The company doesn't seem interested in learning from their customers' very poor experience. P.S. The app still doesn't allow me to log in to my U-Haul account and on another call to customer service I was told I just should use the website instead. Seems they have no faith in the app either.
Alan KI was not told that this was a "just drop off" location. I was also not told I would not be able to use any storage units anywhere close to where I am. For months I did not have to download the UHaul app because I did all my business on my laptop which is more convenient for me. I had to download the app yesterday just to return the truck, because I was not told that it was a "drop off" location. You send out these surveys for locations, but not anything to do with the actual service you provide. What a way to pat yourselves on the back.
Lori KI needed internet service to make the pickup. Cell data was not available in this area. The Crozet Mart would not allow me to access through Wi-Fi . This was a miserable experience
Robert JIt’s great that U-Haul has a Crozet truck drop off location, but it would be great if they got another one. There is barely any reception at the Crozet Mart, which renders the App useless in the area where you return the trucks. I had to take the necessary pictures then run to the area of the store’s front entrance waving my phone in the air for the app to advance each step of the drop off process. It was very stressful doing this while the return deadline time was quickly approaching. Also, like others have said, the folks inside the store could not care less about people there for U-Haul services.
Peter SThe truck was where it was supposed to be, but the key was not in a lock box ready for pick up. The employees were completely clueless. They told me to call the u-haul call center. What made them think that the call center would know where the key was is a mystery to me. I told them that the key was probably still in the drop box, and had to raise my voice to get a manager to open it. The key was right there.
BRUNODUARTE CThe market owner had no idea I was coming to get the truck and was way too worried about checking people out at the cash register. Verified myself on a phone call and then handed the keys to a truck that was completely unsafe to drive.
Alena MNo one came to meet me with the key at the designated time. No one at the Crozet mart could help because they said they didn't have anything to do with the U-haul there. When I finally did reach the person in charge (by phone), he was very rude. (Emmanuel). I ended up getting the key (from the Crozet Mart) a half hour late.
Kristen HThe rental equipment was great and the cost for the rental was good; however, there was no person at the Crozet Mart location that had been trained to handle rental check-outs or check-ins. That part was a bit stressful and confusing. Overall renting the trailer helped us a ton, just wished it was a bit more organized on-site.
Kendra DService your vehicles and clean them and maybe CHECK FOR DRUGS in the vehicle before the next driver takes possession of one of your vehicles
Jennifer HI reserved truck for pick up at 1230pm. Finally received keys at 1:10pm. Oh wait it gets better! Trucks and rental equipment were located at a truck stop / convenient store on hwy 250 crozet. The cook at convince store asked for my phone to call individual who operated rental business. After reaching rental operator the cook returned my phone to me and told me to speak guy on phone. I responded with reservation number and confirmation number. I could hear rental guy assisting customers using a cash register! Consequently I was a secondary customer! It gets better! The rental guy spoke broken English. Korean or Chinese I think. I won't be back!
FRANK JI left my phone number to be called when agent came in at 11. Needed to rent a cargo trailer. 12:15 - never got a call. Went by. He was there. Gal behind counter told him to stop what he was doing and help me. He ignored her and me. Waited and waited outside. Seems like from other poor reviews about him, he is pleased to put people off. He needs to take a class on customer appreciation and customer service. Exceeding expectations will get him positive reviews. Seriously - can you get another location in Crozet with happy positive people?
LESTER SI was suppose to p/u the truck in Charlottesville and the day before they scheduled me to p/u 40 miles away. After discussing they sent me to Crozet which was still out of the way. It was stated someone would be there at 10:00am. I got there and was told he wouldn't be in until 11:00am. I had to go through a lot of things to be able to pick up the truck. Key box etc. Also the windshield wipers were not in working order and we went through some bad weather in PA and it was very hard to see.
SUSAN DFriendly workers
Azamat Kinterior of truck, and ramp, were filthy. i installed plastic wrap to keep my items clean, and had to clean the ramp.
Ruel FInterior was filthy with MOLD growing in the cab. Loading area was filthy with items not thrown out remaining. Windshield wipers need replacing.
Shawn FDid not have the blankets I reserved. I was still charged for them. When I dropped off the truck the person working there called uhaul about the overcharge and was told they (uhaul) would call me. I never received a call. Terrible service by the pick up location and uhaul as a company.
William BThe online and app reservation and pickup was a real pain! There has to be a better way.
Christopher PIt took so long to pick up the truck such a hard process. Also suggest on phone check in/out first so people don’t have to wait until 11 to pick it up Truck wasn’t clean didn’t have any gas in it
Taylor DThe location of this UHaul store is very convenient. The hours were not. When the 24/7 App didn't work, one of the normal gas station employees helped me through the process using UHaul's 1-800 number and ultimately got me access to the truck. Later, when the main office called me, they were surprised that I had the truck. That woman was also very helpful. Dropping off the truck with the 24/7 App was also very easy and efficient. However, the overall experience was pretty frustrating, the hour delay in the morning compounded itself by allowing traffic to build and resulted in a much longer day than we had planned for. Additionally, the van itself was clean enough, but I wouldn't really describe it as clean.
Kevin KCargo area was dirty from previous renters. No appliance dolly or furniture blankets were provided as was requested in my rental.
ROBERTEDWARD HMobile access is needed (as no representative at this place), and no internet around that area. It is a little inconvenient.
Chanaka AEmployees weren't trained on how to handle uhaul transactions (place is primarily an exxon gas station), I had rented two dollies and furniture mats, employees didnt know where anything was and just directed me to "scavenge" the other trucks untill I found my gear. Didnt even help me look.
Cameron MCrozet Mart has put fraudulent charges on our rental. We returned it on Friday 3 Sept at about 2:30 but the receipt says we didn't return it until Saturday at 8:00 pm. The woman behind the counter said were were all set. Sure there is video of it. Also we topped up the tank, @ Crozet Mart, so I have evidence of the return time. There is also a charge I am not familiar with. We never signed a contract or agreed to what is on the receipt other than the dolly and renting it from 11:30 30 August to 2:30 Friday 3 Sept--of course we should be charged through 11:30 Sat the 4th as that was what we asked for. This is beyond the pale of cheating and scamming!
Gerard FYour online app needs help. I had started a reservation, taken a long phone call, come back to the reservation and it told me it had expired. I made another reservation, and asked for a 10AM pickup time. The next morning, as I prepared to get the truck, I realized that I had two reservations. I was able to cancel the first one without hassle, but when I used the app on my phone to pick up at 10AM it told me I had to wait for the store to open at 11AM. But, I must say store guy was great and helpful and the truck was clean. I was very impressed with the truck itself. Ran great, handled like a dream, and had nice mirrors. Overall the truck was designed great. If you app weren't quirky I'd give you five starts.
Mark GThe bad experience relates to the app. The app is TERRIBLE, nothing worked as it should and took me 35 mins to check out the truck. Then when checking the truck back in, it was so bad I could not do it through the app and had to do it manually. I think a lot has to do with the backend network not being scaled high enough to accommodate the volume of users. But there were also points in the app where the user just didn't know what was going on and just froze. Also when adding in a contact person, the keypad on my Android smartphone was covering up the text boxes where I was trying to type. This is basic user interface stuff for a smartphone that should have been figured out a long time ago. Everything with the truck itself was fine, but the process of using the app was such a poor experience I'm having to write a negative review.
Terry HThe one that I had leaked and my mattresses and boxes got wet
Ariel MI did not get the furniture dolly I requested and paid for .
KIMBERLYANN SBrown is still a good guy but he has a good idea of how long the weather is so long as he’s got a new car in there so I can get to see him and I will see if you can do anything with me so I will let you know when he comes back to the house so I will wywtwywyywu if you want it to be in a totoro if you want to do it if I need it or if I have time to get it fixed I can get it for it now if I need it I can do that if it works for you thanks so I can do that for you and your dad thanks so I will let him know that I have a good time in to this weekend if so can I do that to get a good day thanks so much thanks so I love it thanks for the gift gift thanks so I love it thanks for all the love of your family thanks so I love you so much love you and I will love it I will love you so I can do that with my love I miss your family I have no problem I just don’t want you in my family and you want me too I don’t want you in my life I love yeyyeuwyywywywy
Christopher EThe agent left me waiting 1 hour before showing up then it took 45 minutes of struggling to make the software work. I cannot believe there was no physical credit card reader. This is absolutely the last time I ever use U-Haul. I'd rather poke myself in the eye with a screwdriver. This experience was awful and you should take action, but I know you won't because my business won't affect your bottom line. I'll close by saying that the agent I worked with at pickup should be fired. 1 hour late with no apologies.. HE TRIED TO BLAME ME. He also attended to his gas station business while trying to not help me. Then he told me to to "take it easy" as I left because he was that unconcerned. The nerve of this guy!
Ian LClearer directions on how to check out when getting supplies.
Mark GI had a good experience with the van rental. Overall, a seamless transaction with very good customer service. I did take before and after pics of odometer and gas gauge, but that’s something I would do for any rental.
Diane SEmanuel called me in the morning, to confirm some info about my reservation. After I told him that I am doing the mobile app he responded with, Okay, The key will be waiting for you in the store. When I was done with the mobile check-in app, I went in to get the key, but the key was not in the store. Since the key was not in the store I had to wait for an employee to make a call, to figure out where the key was at, then the employee struggled to open the lock where the key was located
Elvys pThe 10ft vehicle that I got was dirty when I received it. The passengers side front and side windows were both extremely dirty. It appears that someone hand a rounghly 5yr child in the van and had rubbed its face and hands all over the windows to the point you almost could not see out the windows on that side of the van. Also some where in the process I was charged the $42 insurance coverage for the van when I know that I declined it when setting up the contract on line.
James JAgent was exceptional! Manny provided terrific service.
KRISTINELIZABETH BJust not a very well-stocked location, in terms of vehicles available and moving supplies. Weird process being called by and dealing with a dispatcher over the phone despite my being there in person. Honestly, it seemed like a shady operation.
Donald OWe were charged a $15.00 service charge on the rental return without being notified by the agent that inspected the trailer upon return and still do not know what the charge was for. The trailer was returned clean and in the same condition as it left the original pick up location. We took pictures of the trailer inside and out.
Joseph DIt took over an hour to get my vehicle because the coded padlock would not open. The owner was not helpful, he couldn’t find my reservation even after I gave him my confirmation number. He said he would call me in 10 mins, never did. The website /chat people were able to help me change vehicles in the end. Mid morning I also received a call accusing me of taking an unauthorized vehicle, which was wrong. I completed everything through the website and had approval before driving off to use the vehicle. Overall I was very annoyed and will try to never use that location ever again.
James FIt was not the easiest process, and certainly not a convenient location for me. I would recommend that customers not have to enter the store to get the rental. Overall, I would use And recommended uhaul to others, but the pick up and return with having to fill out surveys, questions, take pictures, etc... seems like overkill to have a truck for a day.
Cynthia MThe ladies behind the counter refused to help when the keys weren’t in the box. They said they’d have to call a manager to come and he would have to walk to work and be there in 40 minutes. They then talked to an older lady who was the manager and ignored my request until I kept asking for the key so I could leave. She pushed back saying she had no idea where the key was and she couldn’t. I kept pushing and she took the key from the side of the cash register and finally handed it to me. Absolutely fucking ridiculous. The tires had no air in them. 60 PSI out of the 90 they were supposed to have.
THOMASE S