Customer Reviews for Cupps Auto
(U-Haul Neighborhood Dealer)

1,039 reviews

201 Wilson St   Martinsburg, WV 25401

(304) 262-2482

Location Hours

  • Mon-Fri: 10 am - 2 pm
  • Sat: 10 am - 3 pm
  • Sun: Closed

Services at this Location:

Contact Us

(304) 262-2482

201 Wilson St
Martinsburg, WV 25401

Services at this Location:

Location Hours

  • Mon-Fri: 10 am - 2 pm
  • Sat: 10 am - 3 pm
  • Sun: Closed
  • Free towing inspection
  • 24 hour customer return

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.

Overall Rating:

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Rating:
5.0

Customer did not leave a comment.

Sidney R. 
Rating:
5.0

Great experience. The lady at the counter was magnificent. I would definitely recommend and use again!

DAMIAN MICHAEL B. 
Rating:
4.0

Customer did not leave a comment.

STEPHANIE J. 
Rating:
5.0

Exceptionally nice and friendly. Very professional and customer service oriented. There is another drop off closer to me, but I would only recommend this one. Definitely no improvement needed.

JAMES T. 
Rating:
5.0

Very friendly, respectful and helpful.

Bryan V. 
Rating:
4.0

Customer did not leave a comment.

Justin D. 
Rating:
5.0

Nothing, Cupps was amazing

JONATHAN MARC T. 
Rating:
5.0

Truck needed a muffler Cups garage was excellent, nice service

Terry T. 
Rating:
3.0

Customer did not leave a comment.

LISA F. 
Rating:
4.0

The app wasn't working correctly. The staff at the location were super friendly and helped with the check in and drop off.

Jeffrey M. 
Rating:
5.0

Customer did not leave a comment.

Kenneth P. 
Rating:
5.0

Customer did not leave a comment.

Craig M. 
Rating:
5.0

Everything went well. The people at the location were friendly and helpful. I thought the price was certainly reasonable.

Homer S. 
Rating:
5.0

Customer did not leave a comment.

Jenna O. 
Rating:
5.0

Customer did not leave a comment.

Joseph A C. 
Rating:
1.0

Not sure which location this is referring to. the one I initially Reserved the truck didn't have any in stock that I could use. The second location I had to go to which I didn't want to because it didn't open till 10, The employee wasn't there till I'm not even sure after 1030 by then there was a line I didn't receive the U-Haul till 11am I had major grocery chains waiting on me Which I did not make in time. The towing gear light would not shut off which caused me to use extra gas. Then I was charged $116 in the beginning. After the return I was charged $140 and then I was credited $106, The bill was 150 something. why didn't they just charge me the extra $40 that I owed

ARMANDO B. 
Rating:
5.0

Customer did not leave a comment.

WILLIAM H. 
Rating:
4.0

Drop off was after business hours

Larry H. 
Rating:
1.0

Location offered no assistance with pick up. Uhual had over an hour wait. Reservation number for the 26' truck did not work. Location original said my name was wrong in the system once corrected they could see my reservation but when I checked in through the mobile app it wouldn't work. Only solution from the location of was to call uhual. Almost 3 hours later and no resolution I had to get a smaller truck and make 2 trips. The app needs to advise if locations do not offer in person customer service. Very disappointed

Jessica B. 
Rating:
5.0

Customer did not leave a comment.

Roger E. 
Rating:
4.0

Customer did not leave a comment.

Basil Z. 
Rating:
5.0

Customer did not leave a comment.

ROSARIOANTHONY T. 
Rating:
5.0

Customer did not leave a comment.

James M. 
Rating:
5.0

Fast friendly and organized. Definitely 5 stars.

AARON TRETHAWAY D. 
Rating:
3.0

They were closed

CRAIG H. 
Rating:
1.0

They close at 2pm and you are on your own . The app does not work and we were on hold for an hour! We were transfered two times until we reached Desiree who helped us.

Barbara P. 
Rating:
4.0

Customer did not leave a comment.

Matthew C. 
Rating:
5.0

Customer did not leave a comment.

WILLIAMGARFIELD J. 
Rating:
4.0

Everything was great with the exception of trying to complete the return process online at the end but it was resolved after talking to a representative.

Dominic S. 
Rating:
3.0

Customer did not leave a comment.

Joseph H. 
Rating:
5.0

Customer did not leave a comment.

MICHAEL ALLEN II L. 
Rating:
5.0

Customer did not leave a comment.

Steven T. 
Rating:
5.0

Customer did not leave a comment.

Julie H. 
Rating:
5.0

Customer did not leave a comment.

Kenneth C. 
Rating:
1.0

The girl was 20 minutes late getting to work. Was rude and not helpful at all.

SCOTTD W. 
Rating:
3.0

The truck had several dents. The ramp was super short for the size of truck. There were crumbs all over the front seat. The breaks were very squeaky. And it made grinding sounds.

Jami M. 
Rating:
5.0

We need an on-site human to help us through the process! I waited three weeks to rent a vehicle because I wanted to rent from Williamsport Pike because they employ a Customer Service Representative. Since I couldn't wait any long I had no choice but use your online service. I went to Cupp's for 15 years before they transferred to online then I took my business somewhere else. I had absolutely no problem this time but next time I will first look for a location with an onsite CSR.

Joyce B. 
Rating:
4.0

Customer did not leave a comment.

HOMER CONROY A. 
Rating:
5.0

The original location on Williamsport Pike Martinsburg WV (global auto group?) should be closed immediately. They are a complete waste of time and thieves.

Kenneth Y. 
Rating:
5.0

The truck had a really foul / sour odor I suspect from the previous renter. The cabin had dog hair all over and even after trying to clean with all purpose cleaner but it was still really bad. I had to drive from Leesburg, VA to Melbourne, FL with the horrible smell. This was the only truck for that day within 300 miles I was told by reservation specialist so I could not switch it out. Aside from the smell the truck ran great and I I made it to Melbourne on time.

KAREEMALI R. 
Rating:
4.0

Customer did not leave a comment.

KAYLA LYNN S. 
Rating:
3.0

Customer did not leave a comment.

Larry P. 
Rating:
3.0

Please wipe down and sanitize the interior of the vehicles after use. The cup holders had gunk in them and I used several Clorox wipes to clean them out and wipe down the seats and steering wheel.

GAIL C. 
Rating:
5.0

Customer did not leave a comment.

EDWARD WARREN W. 
Rating:
5.0

Customer did not leave a comment.

Rebecca M. 
Rating:
4.0

Nice people. They stick exactly to scheduled times, so be prepared.

MICHAEL C. 
Rating:
5.0

Customer did not leave a comment.

John D. 
Rating:
5.0

Customer did not leave a comment.

SAMUELTHORNTON R. 
Rating:
3.0

Customer did not leave a comment.

Deborah J. 
Rating:
5.0

Customer did not leave a comment.

DAVID JONATHAN D. 
Rating:
2.0

Our pick up was on a Sunday, the pick up establishment was closed. We had to call for help. Customer service had us on hold for over 30 minutes waiting for someone to help us get access to the keys only to be transferred to another department and be placed on hold for another 30 minutes. Self check in does not tell you to have your phone on certain settings ahead of time so that you can receive the information they send you. I was very dissatisfied with self check in, I will try to avoid using it in the future.

James B. 
Rating:
5.0

Location was closed and the trailer was returned when the business closed.

JOHN D. 
Rating:
5.0

This location was fine but our experience overall was horrible we were sent to 3 other locations before we actually got a truck your reservation system sucks

Thomas L. 
Rating:
5.0

Customer did not leave a comment.

ERICDAVID M. 
Rating:
3.0

I was not able to talk to a person and receive help in the check out process

Thomas B. 
Rating:
5.0

There was an infestation of ants 🐜 they were all over me as I was driving! Windshield was cracked, front grill was cracked

Roseanne E. 
Rating:
5.0

Location was awesome. The national customer service was the worst I have have ever Experienced by far. Ended up have to rent another truck and trailer to get the job done all due to your scheduling . I could go on and on but I really don't think you care about the customers thoughts.

Thomas A. 
Rating:
5.0

Customer did not leave a comment.

Kimberly R. 
Rating:
4.0

Customer did not leave a comment.

HANNAH WHITE S. 
Rating:
5.0

Customer did not leave a comment.

Wayne K. 
Rating:
5.0

The trailer door leaked and boxes got wet.

Mark R. 
Rating:
3.0

Customer did not leave a comment.

DEBRA G. 
Rating:
3.0

The truck was too old too be hauling with and ramp was to short

JESSE LEE H. 
Rating:
3.0

I made a reservation to pickup the uhaul at 8 am and unfortunately the person you does the uhaul didn't arrive until 10 am! I came and there were 10 people in line although I had been there first! Also, the truck was suppose to have a full tank of gas and didn't! I will not use this location again although the salesperson was very nice.

Dana F. 
Rating:
5.0

Customer did not leave a comment.

AMERICO D. 
Rating:
5.0

Simple drop off after hours. Location was very close to Self Store Plus of Martinsburg.

Robert K. 
Rating:
5.0

Make sure the key pick up lock digits are moved around some. When I received my unlock code it was only one digit off to what was displayed on the lock

Wyatt S. 
Rating:
5.0

Customer did not leave a comment.

Jeremy F. 
Rating:
1.0

Customer did not leave a comment.

Richard F. 
Rating:
1.0

Customer did not leave a comment.

Randrea W. 
Rating:
3.0

Phone customer service needs significant improvement. Employees need better training. This is specific to the phone customer service as I did not have contact with anyone at the Cupp location. I called customer service Sunday morning between 9 a.m. and 9:15 a.m. The individual had very poor communication skills. I had reserved a truck online but wanted to add a trailer that was on site at Cupp. The online service would not allow me to add it because the trailer had apparently not been turned in corrected by the previous renter. I asked if I could rent it and the individual on the phone asked if anyone was present at Cupp to connect it to my truck. Cupp was closed so I told him that I could connect it myself if it could be rented. He immediately said, "no, you can't do that" and then went on to say that if I were to connect it myself and take it, it would be reported stolen. I was extremely offended because at no time did I ever indicate that I would take the trailer without properly renting it. I confronted the representative and told him that he had just offended me. The representative attempted to walk back his comments but the damage was done. The only thing I could conclude was that it had to do with my Hispanic last name. I could come up with no other explanation as to why the representative would say such a thing. After all, I had just properly rented the truck and the point of my call was to properly rent the trailer. This will be the last time I use Uhaul based solely on how that representative treated me over the phone. It was inexcusable. I hope that Uhaul takes these comments seriously and better educates its phone representatives on how to communicate with customers.

Adam R. 
Rating:
5.0

Customer did not leave a comment.

Darin M. 
Rating:
4.0

Customer did not leave a comment.

Christine E. 
Rating:
3.0

The air conditioner in the truck was broken

Ali S. 
Rating:
5.0

Customer did not leave a comment.

Margaret I. 
Rating:
3.0

Customer did not leave a comment.

David H. 
Rating:
4.0

Create a video instruction for the pick up process

Roberto M. 
Rating:
4.0

Everything was good. No comments.

Anthony C. 
Rating:
4.0

This is not on the locations, but on the company. Two days before I was scheduled to pick up, I got a phone call saying there would be no vehicle of the size I requested at my pick up location, and that I would have to drive 20 miles up the road to get one. This took time out of my already busy day. Then when picking the truck up I had to use your uber invasive app which demanded to see almost everything on my phone. When I returned the truck, it was a different story, as the app didn't work at all. And hey, it's the 21st century, put a USB port in your trucks. A 12 volt charger was a really big deal when I bought my truck, 20 YEARS AGO. I've used UHaul many times during my 22 year military career, but will probably never use you again because of the issues mentioned above.

Jerome G. 
Rating:
3.0

Customer did not leave a comment.

DAVID R. 
Rating:
5.0

Customer did not leave a comment.

ARTHURJ R. 
Rating:
2.0

I was almost an hour late getting my uhaul. The lady was late getting to the site to check it out to me. It was recommended to me to do the online check out. It wasn't explained to me at all and caused a lot of issues.

Stephanie H. 
Rating:
5.0

Customer did not leave a comment.

Barbara R. 
Rating:
4.0

I thought the cell phone check in was cumbersome. I had difficulty with scanning back of license and was not able to get anyone on the phone or chat line in order to figure it out. Next time, I would not elect to pick up truck without having a Uhaul employee on premises...not until 10am. It took me 45 minutes to solve all the check in dilemmas and meet requirements of cell phone check in and truck return. Location was fine, except there was no one there that knew about Uhaul.

Linda P. 
Rating:
5.0

We've rented here twice already and never had any issues! Except maybe the seat belt flapping lol

Eric H. 
Rating:
5.0

Just have the trucks cleaner

Asia B. 
Rating:
5.0

Customer did not leave a comment.

Aaron M. 
Rating:
4.0

Allow longer rental options. I requested 3 days and was told it could be extended. However, when I arrived I was told that I had to have the truck back early. Which caused me to have to rearrange my moving schedule into 1 day which caused great complications..

John H. 
Rating:
4.0

My only complaint was the app not working correctly. Desiree was great in customer service. It took 48 minutes to get me checked and get keys. I got no refund.

Sylvia M. 
Rating:
5.0

Thank you.

James T. 
Rating:
5.0

Customer did not leave a comment.

DARRELL J. 
Rating:
5.0

Nothing! The whole process was excellent!

Harkrishan F. 
Rating:
3.0

Customer did not leave a comment.

Ronald S. 
Rating:
5.0

There was a small “tray” in the bed of the trailer but nothing I couldn't easily take care of. Although I rented a 5x9 trailer, Cupps auto had a huge selection of trucks on the lots and were a joy to do business with. Looking forward to doing more business with them if needed.

ROBERT L P. 
Rating:
5.0

Customer did not leave a comment.

Garry W B. 
Rating:
5.0

Customer did not leave a comment.

Brian F. 
Rating:
2.0

The pickup process was awful!! It took two of us almost 45 minutes to get the code to get the key for the truck, The owner of Cupps walked by and offered no help. He said sometimes the process is easy, sometimes not. We had to make 3 calls to their headquarters. Of course, that came with being put on hold for however long! The experience was terrible!

Steven B. 
Rating:
5.0

Customer did not leave a comment.

Connie C. 
Rating:
4.0

Fix the 24/7 site. It is not user friendly

Ronald C. 
Rating:
1.0

Customer did not leave a comment.

Amber M. 
No reviews have been submitted for this location.

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