My U-Haul experience was absolutely horrible. First of all, I wanted to rent a 20' truck in Rocky Mount, VA where I was living. I couldn't do that because U-Haul thought it was a good idea to send all of their trucks to Radford, VA for college move out. Other people, such as myself, were moving at the end my lease, too. So, due to this, I was forced to rent a 26' truck in Bassett, VA (larger truck and 24 miles away, one way). Second, I requested in person check-in, that didn't happen. I received a message from Elliots's Garage approximately two hours prior to pick up time that said he went home early and to call U-Haul to find out where the key is. Upon arrival, I called U-Haul to check-in and find out where the key was. The person that I spoke with was not very helpful to walk me thru the online check-in. I was not aware that I would be required to take photos and upload them or any of that. When I was scanning the back of the driver's license, the system would not scan the license. After more than 10 minutes of trying over and over and telling the representative it's not scanning, she finally asked if I had the option to take a picture of it and upload the picture in which I did. Then, after getting through that frustrating situation, it's time for me to make the payment. I entered my VISA debit card information and receive a message that U-Haul is going place an additional $100 hold on my debit card because it's a prepaid card, in which it's not. I asked the representative how we can get around this and received no suggestions at all. I did not see anywhere at the time of reservation where there would be an additional $100 hold put on the card used to pay for the rental. So, I had to call a friend in Pennsylvania to ask if I could use her card and then send her the money as soon as I got done with the check-in process. Fortunately, that's what I was able to do. At this time, I was given the code to unlock the box to get the key. That was a task in its self cause the digits on the lock were so weathered and rusted, they would barely turn. So, I get in the truck, all is good inside and out. But, again, I have to take a bunch of pictures and upload them to U-Haul. After all of this, finally we can drive the U-Haul the 24 miles to the location where I was moving out of. This was a very frustrating, discouraging, and ridiculous experience. When we returned the truck to the predetermined drop-off location, the fuel gauge was sitting on full and the truck was swept out. So, from the very beginning, I was required to pay an additional $17 for the larger truck that I did not need, I had to travel an additional 48 miles (round trip) to pick up the truck because that was the closest one due to U-Haul sending all their trucks to Radford, VA. Then, U-Haul has the audacity to charge me $21.38 for five gallons of fuel. The current mileage rate per mile is $0.70 per mile. I had to drive 48 miles out of my way just to get a U-Haul truck, 48 miles at $0.70 per mile is $33.60. So, the $17 extra for the larger truck that I didn't need nor want and the $33.60 for the extra miles I had to drive just to pickup the truck, that's a total of $50.60 more than what I should have had to pay. And then, I am emailed a receipt for $21.38 for five gallons of fuel. That's completely and utterly ridiculous. If this is how U-Haul chooses to treat their customers, I don't want to be an U-Haul customer again!!
Troy G
Customer Reviews for Elliotts Garage
(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.
Elliott’s Garage has a knowledgeable staff who efficiently made this rental stress and worry free. Much better than the previous rental which was frustrating, nerve wracking, instilling slack of confidence in the rental experience. I will use Elliott’s for any future trailer rental needs.
Michael MDon’t tell the customer you have to return it at one time when in reality it’s a different time then that customer gets charged for another whole day.
Linda CDrop the location.
Rodney PThe truck was ready for me at my pickup time. The staff was quick to get me loaded and started. I was able to return my truck without any issue. I am very appreciative of the team at Elliotts Garage.
Melissa DYour online pickup and drop off is horrible. Too time consuming. And has glitches throughout.
William DN/A
kolby QDo not understand why we had to pay $150 we paid $78.00 for deposit and then took out $72.00. And told us to bring the U haul back on a half tank. Said we did not even put gas back in but we did. Never no more hope will I have to use
faye tU-Haul should be aware that the air conditioning did not work in the truck and the weather was very hot on Saturday, June 29th, the day of our rental.
Leslie ATalk about fast. The fastest ever.
Ronald ATried to charge me more money than had already payed and I had back before time
James WLocal small business that is always very helpful.
John CVery professional! I’ll do business again with this establishment. Thanks!!
Henry VDrop off went well. Thank you.
Kathryn HGreat customer service …. I will go to them every time I need a U-haul!
Christy KI was was overcharged for a car hauler and a 20foot truck
Austin FGreat service
Anthony CBassett is sketchy
Christmas MGood service
MARTIN MGreat location and service
Maureen RBeing that the truck was picked up just before Hurricane Nicole decided to turn and dump rain for almost 2 days straight on Georgia, there should have been a credit automatically offered. The company should have better care for customers during critical times. I had the truck 2 days past when it was due back and NO ONE called to see if everything was ok.
Heather PThanks!
ira fGreat location, great service!
raymond sGreat service
Ray SGreat service , friendly, efficient location .
raymond sExcellent for uhaul location
raymond sExcellent location
John EThe online process was delayed by about a day, meaning we couldn't follow the instructions for pickup. Luckily the truck was unlocked and the keys in the cab, so we just went on our way. But the online process was frankly ridiculous.
Jerry HGood friendly service
Shirley BVery helpful both pickup and drop off
raymond sExcellent service
raymond sExcellent facility and service.
raymond sexcellent service.
raymond sAll great.
anthony tExcellent service
raymond sexcellent uhaul facility,
raymond sexcellent location.
raymond sExcellent location, 5 star
raymond sExcellent service
raymond sSmooth transaction Mr Elliott did a superb job and was very helpful I will come to him for all my uhaul needs
jimmie hI’m done renting from Uhaul. You messed up my reservation for the last time! One Stop in Rocky Mount, Va is the worst place. He didn’t have the trailer I reserved there and didn’t care.
Gregory RElliott's garage was very good trucks were well maintained and very clean the gentleman we felt with was very friendly
Ronald NExcellent
raymond sVery helpful and efficient. The owner even arranged for a taxi waiting for me!
Donovan BExcellent
raymond sExcellent
Raymond SExcellent location.
raymond sLocation is perfect for my needs and the staff is knowledgeable. The trailer we had leaked near the door, had a rusty fender and a light that intermittently did not work correctly.
JOHNTHADDEUS FVery easy and convenient no contact process. Vehicle in excellent condition. Only comment is I could not see or figure out how to adjust the side mirrors. Fortunately they were adequate just not optimal.
Leonard PJohn is great .
raymond sThe guy at this location was very friendly and helpful. Great service!
Basil GThe owner double check the connections to make sure everything was safe! Top notch service!
Mark EI explained the mistake made by the pickup location and the agent said "don't worry, I'll take care of it"
MICHAEL L