Go to the truck with the customer and show the details of how it operates in ways that aren’t found in a regular vehicle.
ROBERT B
Customer Reviews for Gerken Rent All
(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.
It does the job, just a place to drop off. Not helpful all, I fell like a nuisance being there.
Peggy FNo problems here, either. The place was closed when I dropped off the truck, but everything was orderly and appeared to be well maintained.
WILLIAM TFriendly staff and very helpful!
LAURIE RI recently dropped off a U-Haul truck and trailer at this location, and the process was extremely efficient. Compared to my experience a month earlier, the service was much quicker and more streamlined, making for a much more pleasant experience. I appreciate the improvement and the hassle-free return!
Christopher PStaff was kind and helpful. Uhaul was in good condition, although the dashboard displayed and issue with some tire sensor.
Travis CYes it was great the guys were nice!
LA WLady behind the counter was extremely rude.
Carlos AVehicle was very old. Hard to drive
Aravind DThe gentleman there was a true gent.
JOSEPH JThank you. Please consider providing military veterans discounts. Thank you.
Luis OI used the app to rent a trunk and it asked me too many options, I didn’t need anything but a furniture dolly, when picking up the truck, they didn’t have a furniture dolly and they charged me for a wheel dolly and 20 moving blanket which I didn’t need or take. The store clerk said she would take care of it and I was good to go but still got charged for it. The app need to only have one page with options, not 20 pages. Make the process a real pain and the location didn’t remove the dolly and blanket.
MINH DThey need more help at the desk! The poor gal was running around, phones ringing nonstop and a huge line of customers. She was helpful to us but we felt awful for her predicament.
JOHN EI will use U-Haul again for my next rental.
CHARLES GA great and friendly location! they did everything great! There were however, problems on the U-Haul side that caused the check out processing to take over 30 minutes. The staff was able to work through them and get me on my way. There were also problems with the U-Haul app. I tried to use it to reserve a tow cradle, but the cradle was not part of the selection list so there was no way for me to do it from the app. In addition, I was going to be late with my return so I tried to use the app to report it. The app wouldn’t let me log in. After entering my username and password and U-Haul sending me the OTP, the screen to enter the OTP didn’t give me a keyboard to enter it so I couldn’t log on.
Brian JLady rude to first customer that was there, when I came up I ask check tryck no later, what a rude lady
TIMOTHY RI had a great experience. Thanks for your help.
WAYLAND WLady renting vehicle was rude and very short. Did not seem to know much about U-Haul rental. Would not recommend this place for U-Haul rental. Have rented other items here with no problems.
DAVID MI did drop off on Sunday so didn’t interact with staff
JULIE ARude people no friendly lady
Elizabeth SKeep up the good work!
David DI paid a rental fee for an appliance dolly and didn't receive one.
Damon CGet rid of the many “add on charges”!!
Lloyd HFast and friendly service
WHITNEY FPerson behind counter was friendly and helpful. She appreciated me doing the self check-in when I returned the truck.
BART MThe vehicle wasn’t filthy but it needed vacuumed. There was no place to say the truck is exactly as it was when we picked it up. It wasn’t clean then. The app for self pick up was terrible. The customer service person was terrible. When we called for help the first person was disconnected and the 2nd was so rude. She said “when I talked to you I told you it would be a self check in at this location!” She had not talked to me but left a message to that effect. I was fine with that except the video and directions didn’t have the “dashboard “ and “start here” that their directions stated. After more than an hour trying to figure it out, my husband clicked on “enter estimated mileage”, which finally got you to the star here section. Because the customer service people didn’t know how to navigate that extra step in the U-Haul app, it took us longer to check out the moving truck and return it than it did to move our belongings!
Mary VWhile I want to rate the location amazing, the U-Haul experience was shit! When I went to pick up my reservation , they didn’t have the truck I reserved as traffic changed my reservation and messed it up. The truck was smaller than I originally ordered. THEN I was charged $217.11 + $123.45 for one day of U-Haul use! I drove 30 miles one way and 30 miles the same way back and filled the gas. They said they accidentally charged me an extra day and now I’m out almost $300 during the same time I am moving and still have not received my refund.
JOYCE PThe agent is always willing to help out, best storage I’ve used.
BRAD SSells man stated that I could return the U-Haul truck early and would not be charged for the extra days. When returned I was charged for the full four days vice three days of actual rental.
JACOB EVery helpful, I had to upgrade the trailer and it very smoothly.
Frederick WVery friendly, and helped to resolve a software issue in your system which prevented me from returning the trailer.
Warren CAdded a charge that had been declined upon making the reservation
Richard HUnfortunately I rented on a Sunday and had to use the App, which was time consuming and more work than dealing face-to-face with someone. When returning you have to go through the app to return as well which was also consuming. Now that I know, I will rent Mon-Sat so I can rent and return with a person and not the App. The truck did have a strange smell, but other than that, it ran just fine and did the job that I needed it for.
HEATHER MReallly not anything. Everything went really smooth
Stephen SDid not like the return experience. Please state on the app to view the return process before turning in keys! Also, never received a receipt after turning in the vehicle. Turned it in after hours on Saturday. It’s Tuesday and no receipt
Timothy BIt would be better if you guys add some more vehicles.
Pushpa BEven though the U-Haul computer system was down, everything was taken care of with the return. I left some unused boxes, but did not receive a credit, like I thought I might. Hopefully someone else can use them.
Matt KExcellent check in process. Never faster!
Larry CIt would be nice if the trailers came with a spare tire.
Wade LThe rental process was fluid and worked well. The return process was atrocious. The app is buggy and you get poor cellular reception at that specific location.
Daniel NThe staff at this location was great and helpful. The truck I rented was in good condition and very clean, but the trailer was another story. After this location attached the trailer to the truck, they informed me that I was on my own to load and prepare the trailer for travel. This was the first time I have ever been told that the Uhaul staff was not able to assist in loading of the car on the trailer and to properly secure it to the trailer. The devise that wrapped around the front tires had one working and the second one did not as it had torn and would not sinch down. I have to admit that I was able to complete this process, it was extremely stressful and not sure I will ever rent from Uhaul again. If Uhaul doesn't want the liability to help customers secure and load its on a car hauler, then they don't need any of my business. So disappointing.
Owen KCheck in person told us she did not have the truck and attempted to send us away. I showed her my receipt and she said, " I forgot to refresh the page". Did not know how to check us in. Needed to call CS even though we checked in online. Made us wait while she restocked the back of her office area. Was rude.
DERRICK WThe staff were not friendly. I was billed for insurance coverage without my consent. I later realized the rates at this location were way above what I budgetted for. I could not understand paying 152 dollars for a 6 hr truck rental.
CYRUS MHave a simpler return equipment instructions, especially where the site of return will not be open and it must be dropped off with no attendant. There should be basic return customized for the individual location. We were very confused how to return the rented dollies with the truck . We had to leave a big one that barely fit into the front of the cab. Then the drop off for keys was not where the phone rep said it would be ...brick pillar. We just happened to notice there was a slot inside the door.
Cuanas EPickup ruck I had reserved was not returned and over 3-4 hours late and was unavailable. Forcing me to have rent a bigger truck for a quick pick up without any reduced prices or restitution for the inconvenience.
Jonathan CVery responsive and easy to work with at this location.
Jay HAgain, excellent customer service.
Michael wI was charged $298.48 for normal wear out of an old truck. The condition was already there when I received the truck.
Yi HI had a 50+ mile move and so halfway between I looked and saw that the truck was about to be empty. I had not driven more than 35 miles. I stopped to get $20 in gas and then when I turned the truck in they still charged me $13 plus change for gas. I don't think they should have done that. I don't think there was an accurate showing of the gas in the truck when I picked up. I've never had to put gas in a truck way before I was done with it.
Anita G