Customer Reviews for Express Rental
(U-Haul Neighborhood Dealer)

Rating:

3.0

The car Trailer was extremely dirty when I picked it up.

Rating:

1.0

Food was smeared in back of truck. Had to spend an hour cleaning the truck before we could use it. They told us the truck was clean and ready to go. It was raining so we took their word for it and left. Called business right away when we got home and saw the filthy truck. No response or call back. Bill was wrong I was charged for 3 days instead of one. Manager stated he fixed bill but we were still debited wrong amount. Had to dispute over charge through our bank. Workers tried to say truck was clean so glad we took time stamped pictures of the mess. They tried to say we did it. Why would I drive a truck home and throw food in it so I could clean it to load my own furniture! Rude, unprofessional, and filthy. I will tell everyone to stay away.

Rating:

5.0

The guys working there were very friendly and easy to talk to and work with. Everything went easy and quick. Will use them again.

Rating:

5.0

Everything was 👍

Rating:

1.0

No one was there to give me the key. Someone next door had to call around and help me find them myself. The van was dirty. The dolly looked really old and wasn't attached. It took so long to get everything done, I was given incorrect instructions, and it was overall a very bad experience.

Rating:

1.0

I am very upset with uHaul. The website was very glitchy and hard to use. It offered several features to me that I did not need or want, but they were ALREADY added to the cart. Ultimately, I NEED A RECEIPT. The sales person was so terrible at his job he refused to help me forcing me to use the online platform. In the future I will look to rent a Penske.

Rating:

1.0

Horribly unprofessional establishment! Our truck was blocked in so we couldn't leave for over an hour.

Rating:

1.0

It was all supposed to be easily done through our mobile but it was nothing but easy. There was no key in the truck and the guy running the place kept on ignoring us. It took us over 20 mins to get the truck ready to go. Then the guy just hands us a key without any real questions. It was time consuming and confusing. We almost left but I was afraid of being charged without a truck.

Rating:

1.0

I had no fuel in my truck when I first got it completely on e check engine light on

Rating:

1.0

I did the entire application on my own. The entire experience was very unprofessional. Chuck had no idea what he was doing. They lost the keys to the uhaul i was picking up. They tried to get into that uhaul with a slim jim and couldn't. Paul had to walk chuck through every little step. Chuck left a customers credit card info up on the computer screen for other customers who walked in, could see. I was supposed to pick the uhaul up at 1245, instead, i wasnt able to leave with a uhaul until 2:15 pm! While 4 other customers grabbed their uhaul and went. Worst experience of my life. I will never use uhaul again

Rating:

1.0

The one man working in the shed serving as the office had no clue what he was doing. The shed WREAKED of cigarette smoke, he wore no mask, we could barely understand him and he repeatedly grumbled that he didn't know what the h**l he was doing. Apparently the guy who was supposed to work was off “leaving him high & dry”. He tried to call this person, was disconnected, then cursed the man's wife after she answered & it got disconnected. He cursed constantly, ended up calling the person again to finally complete the transaction after 45 minutes of us standing in this smelly, cold, filthy shed with him, unmasked, mouth breathing and cursing. We were then FINALLY able to drive across the street to the lot to pick up the trailer (which we had reserved earlier in the week online, inputting ALL of our information, including payment). The lot, located between two barred and padlocked businesses, was unplowed to the point of not being able to see the hitches of trailers. Thankfully we have a 4x4. While attempting to hook up, another customer pulled in & got stuck, which we helped to push back out onto a busy 4 lane road. About 45 minutes AFTER WE FINALLY LEFT WITH THE TRAILER, U-Haul left me a voicemail that they were going to cancel our reservation since we hadn't picked up. We also had initially reserved for 8 hours, but were told we could have it for only 6, which ended up being plenty of time, since we got a later start than planned & ended up using multiple vehicles after the lengthy time it took us to actually get to the move with the trailer following the fiasco. When the couple we helped move again, I'd quicker rent from our local U-haul in Holland, MI and tow it all the way to South Bend, IN before attempting to use that location again

Rating:

3.0

I was happy with how smooth it was to get the truck and return it, but I was not happy about my bill. They ask you many questions before you return the truck and one of them is if it's dirty. My truck wasn't destroyed, but the mates were dirty from our shoes, so I said “yes”. Well little did I know that when you pick “yes” you get charged me $25. No where does it tell you that you will get charged for answering “yes” to that question. I think you I should've gotten charged the $25 after it was looked at and decided if it was that dirty to charge someone that $25. If I had known about this $25 charge for being honest and saying “yes”, I would've taken the time to clean it myself before returning it. I'm not sure I'd tell my friends to use you guys and have this happen to them too. Next time I'll take my business somewhere else.

Rating:

4.0

Worked with me on my return due to a heavy snow fall and getting stuck. Extended my rental.for me then cancelled the extension when we were able to get the truck back on time. Would definitely use them again!

Rating:

1.0

When I picked up the truck it wasn't cleaned and the truck wasn't full. I got charged for returning the truck in the same condition that I got it

Rating:

2.0

I wasted an hour and 10 minutes in 18 degree temp trying to get the key to the truck. The email directed me to a combination lock and gave me a 4 digit code of **M* (asterisks used to prevent revealing the code). The problem is there is no "M" as an option! There is an "N" which did not work. Even the attendant on duty when I returned the truck (who had ZERO personality and customer service skills) couldn't open the lock. After an hour with customer service, even trying a back up code, no luck. On the second phone call, a different CS rep asked if I looked for the key under the seat. Who would leave a key in an unlocked truck in South Bend? Sure enough, there it was. Not sure why the guy from the location didn't tell me that when he called before the rental. The equipment was great! The overall process and, especially the customer service at the location was HORRIBLE. You have other choices in South Bend al of which have better staffed hours as well. Not even a "sorry for your trouble" from this guy!

Rating:

5.0

Very friendly and helpful. We were new to the town and they helped us get to where we needed to go.

Rating:

2.0

Got charged $24 for a quarter of a tank of gas. I paid $100 for one trip to Niles. I won't be using uhaul next time.

Rating:

3.0

I spent 30 minutes looking for the Key lockbox for the key, including calling customer service and having her try to call owner of lot and giving me additional ideas of wear to look for lock box. They were closed at time of pick up. There was no lock box on vehicle for key. Key ended up being just sitting under drivers seat, not in anything. Very frustrating.

Rating:

1.0

WORST EVERRRR SCAMMERS

Rating:

5.0

The way he had to struggle to get the Computer to do what he needed to do maybe work on your app an make it more friendlier for the worker

Rating:

1.0

I reserved the truck online and the website said the facility was open. I arrived well before pick up time at 10:00AM EST. No one was at the site. 20 minutes later a man came out of another building and said they were closed. I told him I had reserved a vehicle online and paid for it with my credit card and it never mentioned that they were closed. I had an appointment at 10:30 AM to pick up items from a assisted living facility that my Mother in Law passed away at on Sunday. Simultaneously I called the U-Haul line to let them know what was going on. I was on hold for 20 minutes. I ended up leaving with the truck 45 minutes after I reserved it. I was promptly told I had the truck for 4 hours from my reserved time. Not the time I actually picked up the truck. I made it back within on the 4 hour period but again no one was there. I again called the U Haul line and was on hold another 25 minutes. I parked the truck and put the key in the lock box only to find that I was supposed to take pictures of the odometer and other items on the dash. I was already stressed and your return process is extremely complicated. You have to turn on the location on your cellular phone which I have never done. Now o am sure they will want to keep my entire $100 deposit when the rental should have only costs me $46. I am completely displeased with the entire process and the shabby service both with the pick up site and the U Haul customer service line.

Rating:

2.0

Scheduled pu at noon. Called 2days ahead to confirm. Arrived and truck had snow on in which and not ready to go. Agent gave my daughter a broom to clean it off while I completed paperwork. I thought the truck would have been snow removed and started, at least ready to go (they were not busy).

Rating:

5.0

Better than expected

Rating:

1.0

They screwed up my return location, so I drove to the wrong place to return

Rating:

1.0

I called them and told them i would be dropping off thursday evening, he was not helpful. When i got there it was after hours and my drop off app would not work at that location, so I left the truck and put the key in the drop off box. I called there first thing Friday morning and explained what happened, he said give me 30 minutes and hung up on me. he went ahead and charged me an additional day with no phone call. PISS POOR SERVICE

Rating:

3.0

Rental rate too high

Rating:

4.0

I couldn't use my location on my phone. Figure oit if it's the website.

Rating:

1.0

I pulled in the lot and the shed that had the Uhaul logo had a closed sign on it, after a few minutes I saw two men without masks or uhaul uniforms, one pointed me to a building that had no uhaul signage on it, I arrived at 12:40 and didn't leave until 2:30 due to the incompetentcy of the staff, the trailer was damaged on both sides and the app to verify condition timed out after I declined the first picture and took another one, the pictures on the app did not match the trailer that I was given at all, this was the worse experience I have had at a uhaul and I rent trailers often to move cars we restore.

Rating:

5.0

No improvements needed, friendly & Helpful staff , clean & updated equipment

Rating:

3.0

while the gates to the compound were open, the office was closed on Mondays.. I thought their site showed open when I looked up the hours of operation. I was able to do the return through the app, which wasn't too bad once I was going through the process. Also, I never did get any confirmation of equipment return or receipt.

Rating:

4.0

The trucks were parked so close together that I had to climb in through the passenger set that was road side

Rating:

1.0

customer service was terrible lady came out and acted as if she didnt know why I was there even tho they obviously stay there....waited over and he to get through to customer service...worst experience I've had with uhaul...the return truck process was terrible online I had to take pics six times....not pleased at all

Rating:

2.0

Location was not staffed. Online check in took about 30 min. Did not receive the utility cart I ordered. I had to drive 10 miles both ways to another UHaul location to retrieve one. Another 30 min. Was charged extra for miles that. Timing for my crew was thrown off and I was charged for UHauls screw up. I will avoid UHaul in the future if possible.

Rating:

3.0

We chose the mobile pick-up option for contactless purposes and quicker service. We were there for over 40 minutes trying to get help because we were told we had to pick up the key from the office yet it was in the truck the whole time. The service was extremely slow and we wasted a good portion of our time.

Rating:

3.0

The Michigan Street location guy was trying his best To help/accommodate me but it was frustrating that my pick up had been moved to this location. In the future... please don't move my pick up location twice and each time make it further from my house!!

Rating:

3.0

The inside of the truck was dirty. I immediately had to get gas because it was not fuel. The person waiting on me took a call while waiting on me. This made him ask me the same question several times. In this COVID environment mask were not worn.

Rating:

1.0

I was charged 3 times in my card still waiting for reverses transaction. Very unprofessional

Rating:

5.0

Give the location funds for improvement...computer system seemed outdated. Paul was amazing and helpful, above and beyond at every step of the way. He absolutely turned a horrible day (broken down van nowhere near home) around (car carrier behind a truck, home in 6 hours).

Rating:

5.0

Improve the waiting area room place in size for waiting or sitting

Rating:

3.0

Very slow service

Rating:

4.0

The truck was dirty in the inside and the remaining money didn't get refunded

Rating:

5.0

Everything was good

Rating:

5.0

Everything went smoothly. Staff was nice. Wouldn't change anything.

Rating:

5.0

The guys were great!

Rating:

3.0

When we arrived, the online reservation didn't seem to work. So we had to call into the office (as they were taking precautions due to COVID-19, which is fine with me) we ended up upgrading to a bigger size truck, but then had to wait to get our truck, because the one we were assigned was parked in. There were multiple other options that we could have switched to but instead we were just told to wait until someone else with keys came by. The two employees that were speaking with us then drove off in to U-Hauls, telling us just to wait. This was definitely strange customer service. In addition the gas tank policy is not very clear. We were told to return the truck with the same amount of gas as when we left. The gauge was on full, so we filled it before returning the tank. This ended up being 6 gallons of gas, despite only driving the truck for 12 miles. When I asked, I was told "you only have to fill it back to the F on the gauge, you stop it right on that F" (which is of course not possible, as the truck is turned off when pumping gas). We could have returned it without putting any gas in it as the gauge is clearly not very accurate, but instead we did the right thing. That was a bit frustrating, as I could have easily saved myself $10

Rating:

1.0

This location was like you were at someone's junky house. The "office" was a cluttered mess with home items and no service counter or anything. You could hear a family member doing dishes or something. It made me very uncomfortable and the man doing the contract was very strange.

Rating:

5.0

Great rental experience! I don't see much that could be improved on. Thanks all.

Rating:

2.0

The truck was filthy inside, anything I put in the cab was instantly covered in dirt. The man who assisted me first quoted me a much higher amount, then insisted on explaining to me in great detail how to drive and operate a pickup. He also tried to touch my arm. I was uncomfortable and felt like he was being condescending.

Rating:

5.0

The man managing the office was very sweet and so helpful. Got me in and out in no time at all!

Rating:

5.0

Nothing

Rating:

3.0

Have truck ready to pull out. Had to move another truck to safely get ours out..

Rating:

3.0

My original drop off location was to be in Mishawka at (Express 2 Go) after searching all over for this location we called and were told that location is no longer in business and we have to go to the South Bend location. U-Haul needs to update their system!

Rating:

5.0

Overall Had a rough Morning With U-Haul and Reservations But when Coming to This Location they Made me forget how bad my day was going. It was very clean and Professional..In and Out Easy Peasy

Rating:

1.0

In the ghetto

Rating:

5.0

The owner is very attentive and thorough. We enjoyed meeting him and loved his friendliness and efficiency.

Rating:

5.0

My experience with U-Haul was very friendly and very helpful they got me what I needed and a quick timely manner and I really appreciated that overall experience was great!!!!

Rating:

2.0

I was not happy with my rental experience for multiple reasons. I had made a booking online adn filled out the details for the express checking. When I arrived at the rental place it still took forever and I had to give all my details again.It took a while (approx. 15 min). I had also indicated I did not need insurance, but got charged the $14.95. I had also booked a appliance dolly ($10), but these were not available. I got a normal dolly ($7) instead, but got charged for the appliance dolly. Finally I only drove approx. 15 miles, but got charged for 20.