Very friendly staff made the rental very easy and pleasurable. This will be my go-to place for future rentals.
Brady O
Customer Reviews for Fort Bend Commissary Services
(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.
U-Haul needs to overhaul their app, registration and confirmation process and their internal customer service and policies. The location we used was helpful, but corporate and the other locations we had to deal with (6 in total) were either no longer U-Hayl dealers or, when they were, either didn’t have equipment or were unwilling to rent it to us as we had already rented a truck. We needed dollies and blankets and had chosen them in the app at registration and been told on the phone by a regional U-Haul rep that they had been added to our registration. The 1st dealer we chose in the app ultimately was no longer a U-Haul dealer, but the app let us choose them anyway. The app then changed our dealer, unbeknownst to us. We called to determine what was going on and the U-Haul rep told us to call the original dealer (the one no longer a U-Haul dealer!). We called them (I-Signal) only to be told to call U-Haul (again!). Then aU-Hsul rep said they couldn’t help and connected us to a regional registration center. The new U-Haul rep assured us they had us registered at the closest dealer to our destination and that dollies and blankets had been added. The app updated the dealer and we thought all was set. The morning we went to the dealer, that dealer didn’t have our registration and had no way to locate it. I went in to the app only to find the dealer/registration address had changed (again). When were we going to be told?!? We drove 15 miles to the dealer, now further from our destination! This dealer had our reservation, but truck only. No blankets or dollies! The app and the dealer’s login had so many issues we had to create a new registration on the spot, taking another 45 minutes! When I tried to use the app to check-out the vehicle, the app had continuous errors and would not upload any of the photos it asked for. I took the pictures anyway and hoped to upload them when I got to my house, in hopes that whatever technical issues were going on with U-Haul would be resolved. I then had to spen the next 2 hours driving to U-Haul dealers in search of dollies and blankets. We tried Richmond, Stafford and Missouri City dealers. One large dealer in Stafford had both, but refused to rent them unless we also rented a truck! We were given the regional manager’s name and number by various dealers. I called and left a voicemail, but never received a call back. Ultimately, we rented blankets and dollies from Home Depot for a fraction of what U-Haul charges. Frankly, their process, people and prices were far better and we will strongly consider using them in the future. I really don’t understand what has happened to U-Haul. We have used your services for over 50 years. Our last 2 rentals were ok, with both IT and customer service have been declining. Yesterday’s experience was terrible. We will do everything possible to avoid dealing with your company when we can. Disappointing. I will be writing letters to the Board (James E. Acridge, John P. Brogan, James J. Grogan, Richard J. Herrera, Karl A. Schmidt, &Roberta “Sissie” Roberts Shank) eschewing both Sam & Edward Shoen, as that would clearly fall on deaf ears, as evidenced by how this company has fallen.
Qiuni HVery helpful Sales representative.
MUHAMMAD KThe guy that helped us out was very patient and helpful. He helped us navigate some issues we were having with our rental
DARIAN WBetter maintain your trucks and at least vacuum them out between rentals.
Joel BTruck was not ready for mobile pick up, had to wait for employee to be on site. None of the requested accessories were available.
Matthew LA special thank you to the gentleman who finalized the return process — he was very friendly and professional, which made the final step of the journey even more pleasant. Thanks again to U-Haul for supporting a successful move!
Ali GThe only thing I would like to see addressed is related to not being able to find a neighborhood Uhaul open when I need a truck in a hurry. Availability around 6 am would be appreciated. Thank you.
JAMES WThe lock box was a little hard to open, the key was sideways and stuck, so it took a lot to get it to slide over. The key fob needs to be a little smaller to avoid. Other than that, super easy!
Tessia BThey were very helpful
tiffany cCharge me $25 for leaving an empty water bottle and stick
DARIEN LThe young lady ( sorry I forgot her name) at the office was kind, helpful and knowledgeable
NASER MGreat customer service when picking up and dropping off vehicle.
Keith RGreat customer service and unit was available and clean as promised. I was able to check out unit using U-Haul mobile app, this was very helpful.
Caryn SMaybe it wouldn’t be a bad idea to have a couple little tow dollies…. But the car hauler I use was perfect. It worked great thank you very much and I’ll definitely tell people about you.
Phil MMake the environment more appealing - pavements, green areas, etc.
Stanley OA good experience and very close by to me.
Andy D