I understand that the café doesn’t control U-Haul itself, but they are an official partner. Unfortunately, the experience with the café staff was very poor. After checking in on the U-Haul app, the instructions said to go inside to get the keys. Since the café was the only “inside” location, we went there. The café staff told us the app would provide a code to unlock the keys and, if that didn’t work, to call the posted number. When we called the U-Haul representative, they told us to go back inside so they could speak with the café staff directly to release the keys. Even after the U-Haul representative explained the situation, the café staff repeatedly refused to help, instead choosing to argue and shift blame—completely unprofessional and unnecessary. When we finally got the keys, my husband was yelled at for taking the appliance dolly we had already paid for in our rental. He was even accused of “stealing” it, despite us showing the contract twice to prove it was included. The problem was not with U-Haul itself but with the café staff, who made the entire experience unnecessarily difficult and unpleasant
Alexander B
Customer Reviews for Fays Cafe
(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.
No where to park the tow dolly that we rented and not sure how drop off was intended to be since NO ONE is physically there. I tried calling the rep for that area and he never answered my 5 phone calls that I made. Just a terrible experience to just leave equipment and a truck where no one is at.
AUDREY ACheck out of truck was very difficult
Grant MThere we no personnel there.
Reid PKind of a strange angle to try to back the truck into but otherwise everything was great!
Kim DWorkers at Faye’s cafe were great! I opted to a mobile pick up when reserving and then at time of pick up the app required me to go inside to pick up the key and delayed my whole day.
Shania GIt wouldn't let me have a furniture dolly
Aurrora BNot overcharge the customer and have the key in the correct spot and work on the app check in / app check out process
MACHEALA BWhen we chose our drop off location, I did not know it was a self check out location. I told the place we rented from that we wanted an in person drop off location and he was wrong. The young lady at this self checkout U-Haul drop off location was extremely helpful walking us through the self check out process. It took a long time. We were charged an extra $55 for additional miles that I didn't agree with but paid anyway to complete the process of returning the U-Haul. That's on U-Haul not this location. I would recommend this location because of the excellent customer service for those tech savvy customers who understand self check out and return. But for those who are not tech savvy, I do not recommend a self check out location. It was ultimately the rental place that made the mistake not the return place.
LORI GSelf service is a pain and will not recommend to others. Gps location wouldn't work, the uhual app didn't work had to go through the website for service.
ALAN LThe people were great as was the quality of the vehicle but that kiosk thing was awful to try to use..I had to get help multiple times..I just want to pay a human and get keys handed to me from a human...the kiosk and computer was awwwwffffuuuulll and time consuming!
Lisa D