Customer service in collecting and dropping off the uHaul could be improved.Roisin O.
Customer Reviews for Express News
(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.
Customer did not leave a comment.RUSSEL B.
Just not happyMINH TUAN K.
Pick up location did not tell me a few key things, nor did they know what materials were in the van (previous renter did not bring dolly and cart back). Your links via text to the truck photos were not exact to the actual state of the vehicle and timed out numerous times, as did the photo of fuel and odometer, resulting in my being unable to upload photos and told to call U-Haul. I spent 30 mins checking out the van and another 30 mins trying to upload the photos with no success. I basically paid for an hour of nothing. I called and was told to take photos on my own in case needed. Your system needs to work better.GWENY W.
I was skeptical because of the bad reviews, but my experience was very positive. I had a 4 hour rental from 9am-1pm. They opened on time, the van was right in front, the tank was full (easy to refill then), and it was clean. No surprises in the billing or anything.Riley F.
Customer did not leave a comment.Sharlene T.
When calling the location to try and obtain information, no one answers the phone, even when called repeatedly. Location does not place items that you have paid for as part of the service (ex, furniture pads, hand carts) into your rental.Daniel M.
Customer did not leave a comment.NICHOLAS B.
Customer did not leave a comment.Lee D.
Very friendly people and easy to deal withWayne W.
Customer did not leave a comment.Vi linh L.
Customer did not leave a comment.CHRISTOPHER J.
Customer did not leave a comment.Kendall R.
Customer did not leave a comment.Samim S.
Rentals could be started with a full tank (place is right by a gas station) so that it is not necessary to use trial and error when fueling. At the very least the size of the tank should be stated clearly. Truck was far from the pick up counter (long way to lug the furniture dolly), agent completed the rental without offering boxes etc., and location did not answer phone when I called to ask if up to 10% ethanol fuel is okay for the truck (as it states no E-85 near the gas tank). When I arrived the place was also closed an hour earlier than their hours say online, though they did let me in when I showed them the dolly and the U-Haul key to return.SEBASTIAN C.
didn't know about the late night surchargeOLE V.
Customer did not leave a comment.CRYSTAL L.
Customer did not leave a comment.Sandeep M.
I did not receive my remaining money back on my credit card yet.WADE E.
Perhaps more check in stations would make the line go faster. Or if someone just needs the keys (and did the check in online), there should be a separate line for them. Overall, a good location.NICHOLAS L.
Please find a solution for your App when we tried to mark the truck (Returned) the photo doesn't upload and wasted 30 mins of our time, then we called customer service, the operator was using jargon language on the phone call with me, that's terribly unprofessional and please fix that application because that's a 3rd time I'm facing thisRand M.
Inprove customer service... Not happy the way they are calling and the way talking to you...RUEL M.
Customer did not leave a comment.Samuel D.
Customer did not leave a comment.James V.
Customer did not leave a comment.Marlou S.
Customer did not leave a comment.Hayley B.
The store attendant was very rude, she was late in opening and this costed me an extra $180 with my two movers. I had it booked at 9am, she showed up at 9:20 and then it took me another 20 mins to get the moving. Truck.. I was 1 hour late for my movers.. Absolutely bull shit and I'm very upset about this.KORI H.
This wasn't the location I wanted to pick it up at so I had to find a way to get thereTamara B.
Customer did not leave a comment.Rukshan madhawa B.
Good serviceDAXin Z.
Customer did not leave a comment.JEFFREY S.
It take only 10 mins to pickup the vehicle and take 10 mins to return the vehicle. Excellent service.on hing S.
The moving truck was booked for 9am and I received a confirmation the day prior, yet Express News only opened their doors at 10:15am that day and I was left waiting in the rain and cold for about 1.5hrs as I'd arrived early like most people would. No apology was given by Express News. I had called in to U-Haul to try and use the app to pickup the Moving Truck , but because I had just upgraded my licence to the new address, I did not have a regular plastic licence and the software did not recognize the paper, temporary drivers licence so I could not use app. I'd booked 2 sets of Moving Blankets, adn they were confirmed on my order, but they were not available at Express News. I was told it was due to COVID measures in place, but that would've been nice to know when I originally booked the moving truck. It turned out there was a set of 3 blankets in the truck but they were absolutely filthy and not useable. The side street in which the trucks are parked is about 200 meters away from Express News and in the rain, it's not a pleasant walk. The truck itself was filthy. The back storage area had not been swept clean, nor had the attic. Both of which I had to clean prior to using and loading. Was the truck disinfected for COVID? No idea, nor was I told or was it listed anywhere. I ended up using disinfectant wipes in the cabin on all hard surfaces ensure that it was safe to use. The truck itself drove fine and all lights and equipment worked well. When I returned the truck, there was ni available parking and I had to drive around for 25 minutes prior to finding a parking space. I did mention to the person at Express News that their were filthy blankets in the Moving Truck. Overall I was ok with the truck, but completely dissatisfied with Express News. Moving days are stressful, most people are not experts in it, and when you lose 1.5hrs of your time, on top of creating delays for your movers, and everything else planned, a friendly, professional, on time face would be welcome.Barry R.
I booked at a location and then I had to notice that the location that I was told to go to on the website was different and inquire about it in order to be told that the location I booked did not have the truck I booked so I had to go to the different one. So absolutely ridiculous. I don't understand. Just awful.Karl S.
The vehicle was very perfect. The reason i have rated it average is because the customer representative was very rude. When we arrived at the centre she was sitting without mask and speaking rudely. I have used U haul for the first time so I was not sure about the procedures, when i asked what are the steps she answered in a very rude manner. I think the person should get soft skill training and she should know how to talk with a customer.Prashil P.
Dolly wasn't available and no notice provided until pick up. My move was very difficult and time taking.Rohit M.
The lot is too small. There is not enough room to park the vehicles.Jamie H.
The store wasn't open at 9 so I wasn't able to pick up the keys for the truck until the owner of the store showed up. The truck was filled with clutter. I had ordered blankets because I was moving a glass table and tv, but they did not have any on hand and we're not willing to provide alternative solutions.Vincent H.
Connected to a convenience store. The young woman who helped me was very nice and charming.David G.
The attendant was not polite and basically barked orders. She seemed reasonably polite to other Asians however. Maybe I would have been treated better if I spoke Mandarin. Not a place I'd go back to.ODEPEJU K.
Customer did not leave a comment.Lucia M.
Customer did not leave a comment.Subina W.
Customer did not leave a comment.Roselle R.
Customer did not leave a comment.ANDREY B.
So rude and the staff has ZERO customer service skills. Don't even know how they have UHaul licenseAlp Deniz S.
I had picked this location because it was closest to me, within the area I needed it for and had free street parking. Very minor vehicle cleanliness, a wrapper stuffed in the driver side's flip-open ashtray of the center console and a wrapper in one of the center console cup holders, which I've discarded them. Note when reporting the vehicle of any damages before use via UHaul's website, can only report the exterior, no interior option.Steve L.
Unfriendly staff, didnt provide me with the itens I have reserved online.daniel D.
Couldn't return after hours with the app (wasn't working and tried multiple times) and was charged for thatStacy B.
This is NOT the location I orginally booked for. I was called 30 mins before pick up time to advise that the location I originally booked for had locked keys in their van. So I am paying more mileage out of my own pocket. This location did not have the large appliance dolly which was a hinder to our move since we needed it for LARGE AND HEAVY PIECES. I have been so disappointed with Uhaul in two of my experiences now - the district manager did nothing to remedy the situation. This is really bringing down the Uhaul reputation and I will no longer be renting from DEALERS.Linda S.
Customer did not leave a comment.ALVIN W.
Truck was filthy and not cleaned. Old masks and dirty everywhere. Didn't have proper documentation for gas or mileage when we picked it up. Overall terrible experienceRyan S.
Unorganized, had a dog barking at patrons. Would not pick up at this location ever again. U-haul please look into this spotDaniel H.
I was first send to a location that I did not request to pick up my truck. The representative was very rude and did let us know of all the drop-off details. I would never recommend this pick up location to anyone.Elaine B.
A terrible experience, the attendant threw the keys at me when i did not bring back a picture of the odometer, this is clearly something the rental agency should do. Truck was five blocks away parked on a public street, had to wheel the dolly back all the way cause there was not parking near the office. Worst customer service experience in my life.Danny S.
Uhaul closer to the location. Was a long walk in the rain.BRETT L.
Vehicle should be ready for pick up not let renter wait for 45 min. My pick up time was 11:30 vehicle was not availlable until 12:15 or so. Person incharge at news express was not nice .JUANITO O.
Customer did not leave a comment.Jordan B.
Customer did not leave a comment.Duncan C.
Customer did not leave a comment.HAIMISH M.
The parking lot is very small for a 20' truck - we had some difficulty parking and had to ask someone else to move their vehicle so we could fit. There were no clear instructions about where to leave the key. We had to go next door and ask staff if they knew. Luckily they did, however, the key drop box was located behind the building in a very sketchy area with no lights. I had someone with me but would not have been comfortable doing it alone. Do not recommend this location.Chris L.
Customer did not leave a comment.Gokhan C.
Basically everything was terrible I come from a country known for its terrible if not inexistent customer service and just overall service and this was worseWyler S.
if someone book for tarp and carts, please have them do not rent them out to who didn't reserve them.Giampietro A.
The rental truck I rented had a totally broken side mirror ob the passenger side. Even if they knew it and previous user reported it, they keep renting it. She just told me that use a mirror than under the big side mirror which is very small mirror when I need to park or turn right. I couldn't see anything on the back of the right side at all. I had to trust myself when I drove it. It was horrible experience ever. I would rather rent the other company rental car except U-haulJinwoo R.
First off I have a fur allergy and they shouldn't have dogs in a place where they serve food. Second they gave the dolly away to someone else, so I had to do the whole move without a dolly. Poor service for not honouring the reservation and two, leave the dog at home.Josiah B.
Picking up the cargo van was smooth, and explanations of fees, deposits, return procedures were clear. We were lucky to get a new van parked on site, but even overhearing others having to drive two blocks away did not sound overly strenuous.Ho Y.
The location opened at 9am, we were in like by 9:02. A month and a half ago when I made my reservation, I reserved a utility dolly, a furniture dolly, and some blankets. They did not have a furniture dolly or blankets as the people infront of us requested them. We heard the person infront of us in line inquire about renting those items, but he didn't reserve them. What is the point of making a reservation well over a month in advance, if it's actually first come first serve?? Not having the furniture dolly REALLY made moving some larger pieces of furniture hard. The girl we dealt with at the location was unbelievably rude and not apologetic in the slightest. She basically told us to go to another uhaul location to get a truck and see if they had the equipment necessary. Uhaul should be embarrassed to be operating out of this location. Your brand has been completely tarnished in our eyes. We will be contacting head office to make a formal complaint with uhaul.kelsey K.
Make the car is full of gas I'm quite the van needed oil and the tires need airJOHN R.
Easy, convenient, and best price available for vehicle rentals.MICHAEL B.
Customer did not leave a comment.Michael D.
The truck smelt like off curry and spoiled food. It was not clean when we picked it up. The pick up location felt unsafe surround by people living in RVs, and was quite a distance from the check in location. They didn't have all the equipment we requested and we wasted a lot of time waiting in line to pick up the truck.Chris P.
somewhat obscure location no visible Uhaul signageClark T.
Have polite and knowledgeable people at the check-in.Clark L.
Customer did not leave a comment.Robin C.
great service!khaled J.
Own your parking lot not on the street I had driven up and down the street to find the truck . As there is no licence plat only indicated by unit #. And hard to seeEDWARD C.
Somebody had been smoking in the truck. I'm very allergic to smoke and so I was sick to my stomach and sneezing the whole day. I paid for a dolly but the truck didn't even have a ramp so the dolly was useless. I had to drag the dolly to the truck which was over two blocks , pay for it, and then not be able to use it. The truck odometer was in kilometres but on the system it was in miles.. and the person doing the rental didn't know what to do about that. I really don't know if the responsibility lies with the uhaul company or with the location but either way it was a terrible experience.Gretchen F.
Better customer service, cleaner vehicle, and easier renting processMateus Aldi C.
Customer did not leave a comment.Kai R.
The inside of my u-haul was okay. Not the cleanest I've ever been in though and I feel some people could be very turned off by this. I personally didn't mind. The people I dealt with were very friendly and well presented. Everything was explained clearly to me and I had no issues. The only thing that was not stated to me was the vehicles were much further away from the store. The fact that the uhaul office is based in a convenience store comes across slightly unprofessional. But the service was top quality and I had an overall positive experience.Ruairi O.
Customer did not leave a comment.RICHARD T.
The location was closed so I wasn't able to talk to anybody but I was mobile dropping off. But there was no parking what so ever it took me an hour to find a place that was acceptable to park and the box to return the keys was behind the building. No clear way to drop it off. Was rather frustrating trying to navigate a 20 foot truck in that parking lot.Jamie S.
Agent explained everything in good detail.Bruno L.
Customer did not leave a comment.RENEE V.
Long way to be best.hassan T.
Have to park the uhaul far away and walk back.JACOB S.
Customer did not leave a comment.BRADLEY R.
We arranged for a late drop-off but were given no information about the location of the lockbox, so assumed it would be easy to find and didn't think anything of it. That night, we were unable to locate it. Calling U-Haul customer service, we were told it was OK to lock the keys in the vehicle given the circumstances and late hour, and that there would be no consequence. The next day, the location charged a $65 fee for this, disguised as a "cleaning fee." I disputed the charge, but received a rude, gaslighting email response from U-Haul essentially trying to blame us for the situation, and denying us a refund for this fraudulent charge. Everyone I spoke to on the phone was very pleasant and helpful, and otherwise the experience would have been perfect, but the service both from the location and from the manager who sent the email response was appalling. When the location fails to provide the necessary information to customers, the responsibility for the error should be on the location, not passed to the customer. Totally unprofessional. The location of this particular lockbox is not obvious. It's apparently on the back of the building in the alley of this strip-mall location. It would be common sense to include this information in the paperwork to avoid situations like this in the future. Still fighting for my $65 refund.Shaun M.
Customer did not leave a comment.Katie R.
Please make sure the location clearly and thoroughly explains where to find the car, what to do with the keys after the dropoff and invest into some basic human manners.Andre K.
Offer more than 24h rentals for 10" trucksNico R.
We got charged the extra 20 dollars for overnight fees even though when we got home, we went to the web site and sent a message that we dropped the van off!! I want my money back! 20 dollars please. We followed all the rules and I'd like my 20 dollars back!!!!! Tahara Morgan 604 6493493tahara M.
Customer did not leave a comment.Tamara Angela P.
Customer did not leave a comment.LODE A.
The location of the truck is literally 3 blocks away from the convenience store where the Transaction takes place. Customers are expected to carry dollies and blankets from the store to the trucks themselves and cannot leave them in the trucks when returned. The staff at the store are rude and argumentative. I would suggest finding a different location to rent a truck from if you don't want a headache after a long day of moving.Matthew F.
The check-in experience was terrible. The girl couldn't get her phone to work to photograph the drivers license and asked if we had another one. She had no idea how to solve the problem so I ended up doing the check-in on my own phone. I would have done that ahead of time if I'd know. It took over 20 minutes before we got the keys. The trucks are at a different location than the check-in place on a narrow street which is very busy with cars and bikes. The truck was clean however the brakes seemed questionable.Middleton R.
It took a while to check in as the vehicles aren't parked on site so that makes the mobile check in useless. The store clerk was friendly.Stephen M.
1. The representative did not tell anything about the dolly that I rented. I had to walk a long way to the truck to realize I had to come back to the store to get it. 2. The parking is hard to find and far from the business location. 3. The representative at the store asked if the tank was full. When I started it was not. Luckily I had the picture to prove. Looks like she failed to check the previous customer. 4. The representative was not answering the questions about my charges, she was wanted me to leave and serve her store customers who were behind me in the line.Babu C.
Utilize affiliates that represent your company in a professional way.DOUGLAS B.
The service was great and fast. The person I dealt with was straightforward and helpful. Thank you! :)Cameron G.