Customer Reviews for Deforest Travel Center
(U-Haul Neighborhood Dealer)

Rating:

1.0

I chose counter pickup specifically because I have had poor experiences with the U Haul app in the past. I spent time on the phone with U Haul beforehand arranging the rental and confirming exactly what I needed. I wanted to pick the truck up from a person, walk around it, and make sure I understood the condition of the vehicle I was about to be responsible for. That unfortunately did not happen. When I arrived, there was no clear U Haul pickup or checkout area. The location operates as a truck stop with several other businesses, and finding someone to actually assist with the U Haul rental took some time. Once I found someone, the process immediately became confusing. The employee told me he had “saved me $60,” which concerned me because I had already arranged my order with U Haul. I repeatedly asked what had been changed and why. He initially said he needed to verify what I had, then eventually told me he could not see the original U Haul order. After roughly 20 minutes of frustrating back and forth, he handed me a key and told me to finish the checkout through the app. That was especially frustrating because I had intentionally selected counter pickup to avoid using the app. When I got to the truck, there were cigarette ashes across the dashboard, dirt on the seats and floor, broken trim around the passenger door, and the dashboard showed 0% oil life remaining. I asked for another truck or for the oil to be changed before I left. Both requests were refused. I was told I would not be responsible for the damaged trim, but there was very little concern about the condition or maintenance of the vehicle. Because of the oil life reading, I called U Haul Roadside Assistance and had the condition documented on my rental before continuing. Within about a mile, once I reached normal road speed, the passenger door sounded like it was partially open, possibly because of damaged or missing weather stripping. I returned to the location and demonstrated the issue. Again, it was brushed off and I was simply told I would not be charged for it. About 10 miles later, the check engine light came on, which meant another call to Roadside Assistance. The truck ultimately completed the rental, but the entire experience created unnecessary stress. I spent the weekend driving a fully loaded rental wondering whether the vehicle was going to break down. My biggest frustration is that almost all of this could have been avoided with a properly inspected and maintained truck, a clean vehicle, and a pickup process that actually respected the method and order the customer had already arranged. I understand rental vehicles are not going to be perfect, but 0% oil life, a check engine light, damaged door trim, excessive wind noise, a dirty interior, and being refused another vehicle or basic maintenance is not what I expected from a professional rental experience.

Rating:

1.0

I opted for mobile pickup at 8 am, when checking in I was notified mobile was not an option and no one at the facility could check me in for half an hour. The vehicle was in need of mechanical love, it would jerk violently when accelerating up a hill, there was no air ride or suspension springs in good condition so every little crack in the road felt major. When I arrived at my loading destination the vehicle’s electric system failed immediately and it would not turn on. I had to keep the engine running for hours just so the truck wouldn’t die. Roadside assistance called twice to address the same issue, caused multiple hours of delays and waiting that made the whole day a whole lot harder than it needed to be.

Rating:

3.0

I used the app to drop off the truck. There wasn't any directional signs into the large truck stop parking lot. No Uhaul signage directing where to drop the truck only a lockbox on the corner of the building. Not impressed with the direction Uhaul has taken. I won't be using Uhaul again.

Rating:

4.0

printed sheet of paper proving we rented the truck BEFORE turning the truck over to us.

Rating:

1.0

When you change the pick up location, tell the customer. The people who were there were rude. The U-Haul was disgusting inside, there was a left over burnt cigarette inside the truck.

Rating:

1.0

The location was different than what I had selected. They did not have the equipment that I had selected (furniture pads, and furniture dollies). They sent me out with a bad tire that required roadside assistance for replacement within 15 minutes of pick up, it had a broken belt. The lights were not fully functional.

Rating:

3.0

I rented a U-Haul in June for an August move, the night before, I was called and was told that the family that used the Uhaul before me decided to extend their reservation. The Uhaul company said that they could give me a Uhaul that would be 15 miles away (and I would have to pay the mileage to get back to my house). I am very disapointed.

Rating:

4.0

More signage of where to drop off U-Haul rentals would be helpful.

Rating:

3.0

Convenient location, I used the app so no contact with anyone. The app is also garbage, with full bars I experienced the spinning wheel constantly.

Rating:

5.0

Appreciate the quick and professional service!

Rating:

1.0

The staff did not review the terms of the contract and declined to provide a printed copy. Predictably, we learned later that the terms were not correct. Very stressful.

Rating:

1.0

You changed the drop off location on me last minute with no notice, causing me to incur additional uber costs. Please reimburse me for the extra $50 in uber charges I had to pay because you change the pick up and drop off locations on me last minute. Very poor experience.

Rating:

4.0

It was difficult to contact the location before pickup, as no one answered the phone on any of the extensions, but overall, the clerks were very nice and helpful and easy going once I got there.

Rating:

3.0

A little more direction when you arrive to pick up the vehicle

Rating:

2.0

When walking in several people were huddled behind the desk. I said I was returning a truck, they didn’t speak English and waved me off. Another person came and did something on the computer, it took several minutes for him to address me and take the key. Again hoping for a refund for missing equipment that was never in my possession.

Rating:

5.0

Everything went smoothly after I found the available truck.

Rating:

5.0

It was very good and comfortable

Rating:

5.0

U-Haul should include a video on how to use the van it took a long time to figure out how to move the mirrors so a quick guide would be helpful

Rating:

1.0

Spoke with a service rep already about the issue

Rating:

1.0

We were over charged for mileage, had to call U-Haul customer service to ask for refund.

Rating:

3.0

The truck had blankets and 3 dollys in the back that I did not order. The girl at the counter was really nice and told me not to worry about it. But I was charged 60ish bucks at drop off for whatever reason and I think those may be the reason.

Rating:

3.0

We were scheduled to pick up the truck at 9am. We were there at 9am, but had to wait a few minutes for the manager. There was another person in front of us also waiting to pick up a truck so when the manager finally got behind the counter we had to wait for him to take care of the other guy in front of us. By the time we got the truck and left the parking lot it was about 9:20am. We said we needed it for 4 hours. We came back with the truck at 1:10pm, my husband went inside to drop off the key and the guy told him he needed to first fill it with gas. After filling it with gas and parking the truck, the time was now about 1:20pm. On our way home I looked at the receipt that was emailed to me at 1:21pm and I saw they charged us $20 for “After hour return.” I know $20 is not a lot, but it’s the point of it. We rented the truck for 4 hours and that’s the time we had it for. It was not our fault that the manager was not there by 9am and we waited in line to get the truck. We will not be renting anything from U-Haul ever again.

Rating:

3.0

Great experience

Rating:

2.0

The hidden cost of $20 for dropping off the Uhaul out of normal operating hours is unacceptable. We returned the truck a day early to allow them to utilize it for another customer but rather than get credited, you actually pay additional fees. You would think Uhaul would want to have the truck back as soon as possible to generate revenue but I guess charging a return fee is free money, since the business was already open and it requires no additional overhead. Unsatisfied with the move in it's entirety, would not recommend using Uhaul in the future. There price looks good compared to other competitors but hidden costs and service does not make them a preferred vendor.

Rating:

1.0

Got scammed out of $254.26 because the clerk was dishonest. Before signing the contract and proceeding with the rental of the truck, we asked clearly and twice if we could return the vehicle to any U-Haul (which is their policy, but we still confirmed in case). After returning the vehicle to a closer location to where we moved, we were slammed with a $254 Wrong dropp-off location charge. Support is dodging us and referring us to the regional manager, who is impossible to contact. Overall, the worst experience we've had with U-Haul. Will not be using or recommending ever again.

Rating:

3.0

The location didn’t use their key box so instead of pickup time and using online check in I had to wait until they were open. Not a huge problem but would have been nice to know so I didn’t have to drive there twice for the pickup.

Rating:

4.0

Could not take a picture and upload it. Frustrating. When I pressed the camera/picture icon lower right nothing happened.

Rating:

5.0

Pick up and drop off both went smoothly. No issues at all!

Rating:

3.0

No signs of who to speak to after dropping off trailer. After trying the cashier at 3am, no one trained him on the procedure or understandings of what to do when people drop off trailers. The information on the uHaul printed contracted could have at least had a simple step by step of how to correctly drop this trailer off to best avoid complications. People at the counter were kind, one person was eventually found that had some knowledge of the trailer and drop off procedures. Uhaul app anf uhaul website were also not helpful or clear on how to simply and correctly drop off a trail and complete the process.

Rating:

1.0

No internet service, but helpful customer service. Also, was charged for wrong drop off location when I intentionally left it BLANK bc I was not sure where I would be able to drop it off! Very unhappy customer!

Rating:

5.0

The drop off location was easy to reach, with staff that identified the records quickly to return the trailer.

Rating:

5.0

The people at the site were great, but the U-Haul computer and app were so slow it took them a half hour to complete the checkout.

Rating:

4.0

Hours for rentals at this location do not start until 9 am. Requested it for 8. Had to wait for them to be able to do the rental between taking care of customers at the gas station. Do not blame them for this as I understand they have other customers to tend to. However, please change the U-Haul website to reflect their correct hours.

Rating:

2.0

2 stars was recieved only because the cashier did his best to help me. This location only lets you pick up after 9am because there is only one cashier there until that time. I would've got in trouble with my work because I needed to load stuff and get to Milwaukee by 11am for an event! Luckily he decided to try to help me since there werent very many people but still, he had to stop everytime a regular customer came to the counter and that was very inconvenient for me since I was on a time crunch. Another uhual customer actaully came right after me too!So there shouldn't have been an option to pick up uhual before 9am. Suggestion is to make it known to customers that to pick up uhual from this place before 9am, customer have to download the app and to self pick-up but it can only be for a truck. If it's a trailer you really cant pick up until after 9am because the cashier has to help you and he cannot leave the counter.

Rating:

5.0

The truck was great and the staff that provided the u-haul in Deforest was nice. Easy and quick process, and so helpful for our move

Rating:

3.0

Parking lot needs better snow removal. Awful ice and snow made it difficult to navigate

Rating:

4.0

Good, fast customer service. Explained apps for photos, etc... and was very helpful and friendly!

Rating:

5.0

dropped off, did not see anyone

Rating:

5.0

Excellent customer service from this location. Equipment was in good condition, and staff was friendly and helpful.

Rating:

1.0

The truck stop is busy, they didn’t want to come out and unhook or inspect the trailer. Acted like I was an inconvenience to them. Would not use again.

Rating:

2.0

I had rented a 6x12 trailer, which I was towing with my Chevy Suburban. The trailer staging area is not flat, and the attendant at the location is disabled, so he provided limited help connecting and no help disconnecting the trailer from my truck. The tongue weight on a 6x12 is significant and, with the slope and only a 2x4 board that I found to use as a wheel chock, it was very difficult to get the trailer to release properly from my tow hitch. I ended up hurting my shoulder while trying to get it lifted off and released. They need to provide proper support and equipment for safe load and unloading of the equipment.

Rating:

2.0

I had trouble getting the Uhaul check in app to work and the guy working there was not informed about the Uhaul stuff. Then the movers didn't show up because they didn't have a ride to get to my house.

Rating:

3.0

Trailer wasn’t clean when we picked it up. Otherwise it was fine.

Rating:

1.0

Absolutely terrible customer service. Extremely rude assistant manager. Far from helpful.

Rating:

5.0

Appreciated the self-checkout.

Rating:

4.0

Great location, equipment was clean and staff were friendly. Hard to tell where to go for pickup, the convenience store or semi shop so some signage would help direct.

Rating:

5.0

Drop off was great. they are a new drop off company.