I was required to drive 80 miles round trip in order to pick up my reserved truck. I made this reservation a week in advance and the closest truck to me was almost 40 miles away. I tried to address this with customer service and (after being on hold for more than 30 minutes) the only concession I was offered was an additional day, a $40 discount, and additional miles. I did not need the extra day nor did I ask for it; the $40 discount did not cover the cost of the 40 mile taxi ride and fuel for the truck; and the additional miles only accommodated the 80 miles I was forced to travel. As a military service member, who is also single, driving 80 miles round trip imposed a serious inconvenience that cost me time and additional money. It does not make sense that a company with a fleet the size that U-Haul has is unable or unwilling to provide the requested truck within a reasonable distance to the requested pick up location; especially when the reservation was made a week plus in advance. Two possible solutions could be that U-Haul employs professional drivers to deliver specific or high demand trucks to high volume locations or, revisit the "in town" vs "one-way" policy that restricts a certain percentage of vehicles from being used in a specific way. There were several locations around the Columbus, GA area that had the same size truck that I requested on hand and available, but were unable to assist due to them being deemed "in-town" only. There may be a solution that allows for more trucks to be available if this policy is revisited. This experience has demonstrated that U-Haul does not prioritize customer service above making a buck and will serve as the reason I never use your services again as well as emphatically discourage others against becoming a customer.Jared L.
Customer Reviews for H&J Travel Plaza
(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 store manager Stanley Jarred told me that my vehicle was too old to be towed and refused to rent to me , I went back the next morning and dealt with a store employee named Amy and didn't have any problems at all renting the tow trailer and she was wonderful at helping me with all the hookups . Mr. Jarrell was in too big a hurry to go home to be bothered or because I am a 66 year old woman , he didn't think I was capable of towing a vehicle. I will never do business with this man again !betty B.
Customer did not leave a comment.David T.
Customer did not leave a comment.James W.
Customer did not leave a comment.Samantha L.
The U-Haul was in a bad condition. The cargo area leaks and the battery died on me.April C.
Customer did not leave a comment.TERRY H.
About the false advertisement about the cargo coverage it. My television got damaged in the U-haul do to nowhere to strap the dolly anywhere and they denied my claim I sent pictures right away after the call. It's bullshit and I would never ever recommend U-haul to anyone and I will be leaving my comments on U-haul website and also on all social media sites. FUCK U-HAUL.Nicholas T.
Nothing. All good.Arthur F.
No one to help hook up car trailer back of truck needed to be swepttrenton C.
Customer did not leave a comment.William N.
Customer did not leave a comment.Kyle B.
Customer did not leave a comment.Crystal D.
Because I rent for 2day and use for only 24hours and she told me if you give before 2day they give you refund but they not give me refunds money it's not fair I gonna call Customers service and I need refund my money for 1day and we use only 275 miles.harshadkumar P.
This location only have certain personnel that can do U-Haul processing and if they are not working, you just have to wait until that person(s) is working to process your transaction. If person(s) were working they could have told me you have not returned vehicle to proper level especially when I paid them in advance to return it to level that I thought it should be at. The lady had to call the lady that was not working to ask what should she do and the lady said she would process it tomorrow when she come in to work. TRAINING is needed at your locations!!!!!!!Gary C.
Need to feel safer.Alvin J.
Customer did not leave a comment.Marshall A.
Customer did not leave a comment.Jeff A.
Better customer service experience overall, uhaul had trash left from previous renter inside. The gentleman wasn't pleasant to deal with and acted as if I was a bother to him from the moment I walked in for pick up. Very rude attitude.CAMEISHA J.
Customer did not leave a comment.elma R.
Customer did not leave a comment.LEA J.
Customer did not leave a comment.Lea J.
Customer did not leave a comment.joshua S.
Have dropped off here before. Always friendly and nice. Good people!Denise B.
Customer did not leave a comment.Dennis S.
Customer did not leave a comment.Lisa W.
I would rate U-Haul experience as very poor even though the drop off location and original reservation location were okay. The pick up site was such a bad experience that the whole experience is tainted.tom C.
The gas was basically empty when I arrived to pick the Uhaul up. The key was not in the location that I originally was told it would be. The engine sounded horrible and the woman that I spoke to when booking the Uhaul was RUDE. So I will not be using this company again.Angela B.
Make sure the air, lights, and the ramp work. Very disappointed.Benjamin B.
The staff was rudeheather S.
The lady I spoke with was extremely helpful because of the u haul location I rented from was garbage and had my contract all messed up. She gave me time to sort out the situation with customer service without charging me a ridiculous amount of money.Austin L.
Customer did not leave a comment.carl M.
No comment at this time. Thanksmattie S.
Customer did not leave a comment.Larry L.
contact was new and didnt know what to do.David I.
Customer did not leave a comment.James W.
Teach all employees complete instructions of renting and returning equipment. Cash and credit cardBrenda G.
Customer did not leave a comment.Dave F.
Customer did not leave a comment.michael M.
Customer did not leave a comment.Johnnie T.
Customer did not leave a comment.BROWN D.
This location was almost 70 miles from my chosen pick up location (over 130 miles round trip), despite having a reservation for weeks. And i was notified of this fact 2 hours before close of business the day before my move. Ill never use your company again, and so discourage others from doing so for the rest of my life, you screwed me over.Ryan B.
Customer did not leave a comment.Ronnie P.
Customer did not leave a comment.DENNIS H.
Location is convenient and personnel got me out in a few minutes.MARK K.
Customer did not leave a comment.David B.
Customer did not leave a comment.talmadge L.
Customer did not leave a comment.Terry H.
The appliance dolly wasn't available, the fuel reading was less than shown and they didn't change it therefore we left it with more gas. The pickup took longer than expected due to scrambling to look for rented items that I didn't get. It made the move more difficult.Michelle L.
Customer did not leave a comment.larry H.
have the turn in form printed out at the register. The manager was not on duty and the staff on site had me sign a scrap piece of paper and date it. It is what it is, but not a good way to do businessSteve H.
Customer did not leave a comment.LARRY H.
Customer did not leave a comment.ALEISHA S.
Customer did not leave a comment.Douglas C.
Amy was greatCrystal M.
Customer did not leave a comment.james T.
The A/C was out in the truck I was told there was nothing they could do about it. The 4 pin trailer hookup wasn't working right. The right side lights were out. Had to leave my trailer behind.Jonathan K.
The Customer service was poor over the phone and in location. 2 reservations were not honored. The uhaul was not on a half of a tank and I was not credited. The location office was cluttered. My 2nd reservation was for Monday and I did not get my uhaul until Wednesday at 2/3 pm. The pick up took 30 minutes.randae D.
Make sure the trucks not damaged before rental.paul M.
We dropped it off at a store that shared space with uhaul. There was no uhaul person there to help us.. Only store personnel.. They took our info and we just hoped it would get into the right hands.Colette F.
the only negative was that the parking place for the trucks gets a bit muddy when it rains. The service was prompt, friendly, and efficient. The truck was the smoothest and best best driving truck in my u-haul experience. I will continue to use u-haul in the future for my home moving needs.Jeff C.
Customer did not leave a comment.Gloria C.
Customer did not leave a comment.SHEILA D.
I was dumped off on this location from the original place of rental (35 miles). They did not have the furniture pads that I had ordered. They tried to find pads, but they were unsuccessful and only after I shamed the store where I had originally made my rental (only 1/2 mile from my home), did I get pads!!! AND when I drove past the original location with my rental.... there was a truck there the same size as the one I had driven 70 miles to pick up!!! Not a happy camper!!!!!!!WILLIAM H.
Customer did not leave a comment.CLOWER M.
I was informed that I needed to obtain the U-Haul before noon. I made arrangements for that to be done. After driving from NW Ga and arriving in Butler GA at 3:30 The rental would not start. The onsite personnel tried to jump the rental off. After an with no success U-haul was contacted and a repair truck was sent from Warner Robbins GA with an ETA of an hour. The repairman arrived and the battery was replaced. After a 3 hour delay I was on my way however all plans for that evening were ruined and had to be rescheduled for the next morning. The rental worked fine. Upon arrival I was charged 13 miles over the allotted amount. There was no wiggle room on U-Hauls projected mileage. Apparently they calculated the shortest route vs the easiest route(Interstate).WILLIAM D.
Battery was dead in truck when we picked up. No one there to help. Did not get appliance dolly like we requested earlier. was charged the Saturday rate for a Sunday trip. .. Horrible.douglas S.
Customer did not leave a comment.Zuley L.
Customer did not leave a comment.MONICA G.
Customer did not leave a comment.JOHN F.
Customer did not leave a comment.JOHN F.
Customer did not leave a comment.Kris S.
Have a lot of time to pick up or rent a truck at this place and pray the manager is there, he's the only one who knows how to rent the U-Haul trucks. Had to go to head office to get my return receipt.CHARLES G.
Customer did not leave a comment.DAVID B.
This was one of the poorest examples of customer service that I have ever experienced. I was working out of town and reserved the truck two weeks before the move. I had a 17 foot truck reserved for a location a few miles from our apartment. i received a phone call on my way to Phenix city and was informed that I was going to drive to Butler, GA to pick up what I had reserved. Butler is over an hour from Phenix City. Upon arriving I was there for over 45 minutes trying to get the truck rented, which I was charged more than the price I was quoted online. Once I rented the truck, because I had no other options, I was informed that they did not have the appliance dolly that I had reserved. I was told that I could pick one up at another location. While on the hour long trip back to Phenix City I was left another message that they did not have an appliance dolly at that location, and I would have to drive another 15 miles to get one. I called the location at Lakewood storage, which was closest to the apartment, and was told they had one, but it would be cheaper for me to buy one. I did not rent the dolly. I was moving that day, and was already behind schedule. I can assure you of one things. I have never been so angry at a single customer service experience in my life. I cannot believe how I was treated, and how little my time mattered to this organization. The problem was not the Butler location, it was the Columbus, GA area that was the problem. I did not receive one apology, or any other effort to make the situation better. I was upgraded to a larger truck, that I didn't need, and given extra mileage. What about the added cost of gas, what about the difference in price. I simply cannot believe that an organization cares this little about their customers.AARON H.
I had the Uhaul rented in Americus, GA. I was told I have to pick the truck up in Butler, GA, 40 miles away. When I got to Butler the Uhaul website was down nation wide. So I had to wait another hour. In the end, It took me an extra 4 hours to rent the truck.CHARLES B.
Customer did not leave a comment.REX R.
Making sure that the trucks is clean out. Peanuts shell and water bottle on the floor inside the cab. Water bottle roll out from under the seat on the drive side. That could have cause me to have an accident.VALERIE W.
STAN'S GREAT GUYRandall F.
Customer did not leave a comment.DAVID W.
I drove 80 miles out of the way to go to this location to get a car transport and it was not there when I got there. I then had to go back to the town I drove from and the store there had a car transport. Pickup location said that their inventory records were wrong and they were sorry. When I talked to the regional director he made up some story that the trailer was stolen right after I had been told by the location that the trailer was rented out on the Thursday before. Not a good experience at all. I will definitely use Penske or Budget next time.REED M.
I made my reservation at Driver Propane Sales & Service 1705 E Lamar Americus, GA 31709 4 weeks in advanced. Then 2 days before my reservation it was moved to this location which is 37 miles away one way. I don't understand why my reservation was moved unless my reserved truck was rented to someone else. I had to completely change my plans to pick this truck up. At the very least it should have been delivered to my location so I didn't have to go an hour out of my way to get it.GARY H.
Customer did not leave a comment.debra W.
Customer did not leave a comment.Gary T.
it took too long to rent the uhaul and they didnt have my size so had to get large truck. also it was expensive to go from bulter to stone mountain.SHARON M.
We picked up the trailer on 2/16 at 9:28a.m. and returned it on 2/17 at 10:52 am. I requested only one day and was charged for two up front. Is there not a grace period time. We did not pull off the lot at 9:28 like the paperwork reflected but I did not know to make not of this seeing that we were charged for a second day in the face of 1 hr and 24 minutes over time. There was NO ONE waiting to rent this trailer. I think some type of pro rata should be done. Thank you.Kathy J.
the truck that i rented needed and aligment job . my drive in it was horrible and the clerk mess up on the amount of miles too.VIVIAN H.