Absolute worst rental experience I have ever had. I was diverted from the location I requested being told the equipment I wanted may not be available, which was a lie because the staff at the actual U-Haul office told me that there were plenty of those trucks available. When I got to the new pickup location I found out that I had to do all the registration paperwork online on my phone and the instructions were awful. The people at the location tried to help but they were very busy and did not know how to do it either. I was never told I had to return the truck to the pickup location so I took it to the real Uhaul office and then was told I had to return it to the other place causing me to drive an extra 10 miles that I would have to pay for. This process is horrible and I am completely pissed off. I feel you should refund the entire amount of this rental.
Philip W
Customer Reviews for Gateway 47
(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.
The location reps were very nice but not very knowledgeable about the rental process. They had to keep calling someone off-site who didn’t always respond. I was told to take a picture of the initial gas level and mileage but never told to upload it to the U-Haul website. When I returned the truck, I was asked if I uploaded the picture. So, some confusion on their part as to the process. Probably new to U-Haul.
Brian FI did not book my truck here but the pickup location was changed anyways. I wanted my truck from the main u-haul in grapevine but I had to do it here where the gas station clerk had no idea what was going on and instructions on how to retrieve the key were confusing so it took me 30 minutes to get them while I had movers waiting on me to get home with the truck. The furniture pads and couch cover that I ordered were not in the truck so I ended up going to the main u-haul location anyways which cost me time and money. Very poor experience and I do not plan on using u-haul ever again.
Camille CSecond rental in a row where the reserved dolly was not available. Very frustrated with this process.
Stephen NEmail confirmation stated a pick up address of Gateway 47, 3613 Ira E Woods Ave, Grapevine, TX 76051. When I arrived there was no uhaul store or truck, just a Krispy Kreme and Shell gas station. I called and they told me to go to 3221 Ira E Woods Ave instead. I went there and it was a palm tree garden store. I called again and they said to wait and the truck will be there soon. Someone else called me and said to return to 3613 Ira E Woods Ave, that the truck would be at the Shell gas station. NOWHERE in the email confirmation or any other means was I told it was a pickup at a gas station... it took me 30 minutes from arrival time to actually get the truck after driving around to multiple locations and using the convoluted webiste and app to actually get the keys to the truck. I had to upload my drivers license images TWICE. WORST EXPERIENCE EVER I IWLL NEVER USE AGAIN..
Michael EWas not aware that dolly would not be available as ordered. Also being charged for extra miles. Pick up was at 109538 and drop off at 109549. Being billed for pick up at 109530. Not correct, have emailed to be adjusted but have not heard back. Very weak customer service and understanding of the process.
Stephen L