Customer Reviews for House of Smoke
(U-Haul Neighborhood Dealer)

Rating:

5.0

Take care of customer is excellent!!

Rating:

3.0

Got charged $15 for SafeMove coverage, when I specifically always opt out. Can’t get my money refunded

Rating:

5.0

Those guys were great! It was nice and easy to deal with them!

Rating:

3.0

There was nothing that I ordered online in the truck. No appliance dolly and no 12 pack of blankets. The guy inside said we would have to get a credit from Uhaul. He eventually gave me a regular dolly and 6 blankets because I complained that I can’t move without them.

Rating:

5.0

The truck ran very well. One of the better rides in a rental vehicle in recent years.

Rating:

2.0

I parked on dirt lot next to another U-Haul truck. If it were not there, I would not have felt comfortable I was at the right place. I don’t think I’ll pickup or drop off at a smoke shop again— not too classy

Rating:

5.0

The staff is always professional and friendly. It is also a GREAT location that is easy to find. When I need a ride from someone after I return a truck the person picking me up often comments about how easy it is to find.

Rating:

5.0

Great service !

Rating:

5.0

Don't wait a month later to send out the bill

Rating:

1.0

I'm homeless due to U-Haul lying to me and they had the van Repossessed. I was in the process of starting a new job and they had the van Repossessed

Rating:

5.0

Great customer service ! Thank you !

Rating:

5.0

Customer service was very professional and everything went smoothly

Rating:

5.0

Perfect

Rating:

1.0

My rental was supposed to be 24/7, but the location I originally chose to rent from was changed and when I arrived at the new location, the previous person who had rented the van I was supposed to rent hadn't returned it in time, so I had to wait for someone at the location to open the shop. If you're going to provide 24/7 rental service, you should ensure that it's really available. That was just the beginning of the horrific experience that I had. I wanted to inquire on making a change to my reservation and was on hold for an hour then was transferred to someone else and was on hold for another hour and eventually hung up. The next day I walked into a U-Haul location and asked someone to help me and they said there was nothing they could do. I run a customer service operations, there is absolutely no scenario where a customer should be on hold for that amount of time - NONE!!! It has been one of the worst experiences that I've had as a customer.

Rating:

5.0

Everyone & everything was great.

Rating:

3.0

My truck was supposed to be a 26ft in Itasca at 7AM. We went to that location and they had NO record of it. I showed the guy my reservation # and somehow it got changed. Had to settle for 20ft with extra 10 driving miles. We needed to make 2 trios instead of 1 which added to our bill. We are supposed to get a 50 dollar credit which is ok but I paid more than that just for fill up.

Rating:

2.0

The lockbox with the keys was damaged and couldn’t be opened . The hotline was not answering for 20 (!) minutes … the guys in the smoke house had to help me to open the lockbox

Rating:

4.0

The only thing (and it wasn't a big deal to ME but certainly could be for others or could be if it was worse...) is that it was obvious someone had eaten chips or crackers in the truck prior to us renting it. When I rent a uhaul for what I do, I don't expect a sparkling clean truck cab. If I was moving across the state or country though? It would have bothered me.

Rating:

5.0

Always had great service at this location. You won’t find a better truck rental location.

Rating:

3.0

The staff put the wrong return date on the contract, which caused a couple calls from U-haul dealers to ask where was the truck. I was able to talk to Tamera in traffic & she was a "Big" help to correct the problem.

Rating:

2.0

They did not tell us that we had a certain amount of miles that we could use. I was told previously that we would have unlimited miles when I made the reservation. It was not this locations fault they are not who I reserved with.

Rating:

1.0

You gave me a faulty lockbox code. The boxes aren't numbered. Customer service was non existent. And when someone did show up he acted uppity, rude, and was playing games. He did eventual help but at first said he didn't even want me renting a truck

Rating:

4.0

I like the easy access and friendly customer service.

Rating:

3.0

Van was dirty!

Rating:

5.0

Thanks appreciate great help!

Rating:

4.0

The pickup site wasn't near my intended area. About a two hour round trip drive. I am happy that they did reserve a 20 ft truck as I was told that's a hard thing to find in Illinois. The customer service was good and they were knowledgeable. I'll admit when I saw House of Smoke, I assumed it was a grill or barbecue joint. I was incorrect in that assessment,

Rating:

2.0

I had to ask for assistance to properly connect the van trailer to my vehicle. After I asked, assistance was good. Also was told reservation would leave return location in FL as TBD. However, I was required to return the trailer to an out of the way location. That was bad.

Rating:

5.0

This location was great but it wasn't t the location I was supposed to go to to pick up my van. I was originally at the Des Plaines OHare location. When I arrived for mobile pickup, I was told no equipment was assigned and that I needed to go inside. I went inside and was told to go to a different location but wait, that location was just a storage site. I was then given a number to call to figure out what happened as the current location couldn't help me. After being on hold for 15 minutes, I finally got through. I was able to get the van I needed from the Elk Grove location. This was an HOUR after I was supposed to pick up my van. In this modern day and age, I didn't receive an email or text letting me know there was an issue with the reservation. I woke up early and planned my day or to get to the location and being told sorry, we don't have anything for you. Yes, I will receive the $50 reservation guarantee but that isn't often to compensate for my lost time and aggravation.

Rating:

5.0

The service was great fast and easy.thanks

Rating:

3.0

You charged me for CDW which I did not request or authorize

Rating:

5.0

Friendly people

Rating:

2.0

No pads as requested in my reservation, no dolly. No knowledge of transponders. Left rear tire low pressure warning - no assistance or offer to remedy. Basically, take it or leave it.

Rating:

4.0

Would of rated excellent, but a twenty mile drive and a 11:00 am opening time, set me way back in my leave time.

Rating:

4.0

Don’t change reservation without notifying them and don’t charge their card until they actually complete the check in.

Rating:

2.0

Took 35 min to check in, Unacceptable! big dents both sides of van. Was embarrassed to drive it.

Rating:

5.0

Thank You So Mutch!!!

Rating:

3.0

The people in the store were great, but the online booking experience was atrocious. Terrible online customer service and the phone wasn't much better. The app does not allow you to take photos on Android (which is kinda important)

Rating:

5.0

Good

Rating:

5.0

Everything was perfect for me from renting to dropping off and the staff was very polite and friendly thanks.

Rating:

5.0

All ok. I recommend uhaul

Rating:

2.0

Very disappointed while checking in clerk kept me waiting while waiting on other customers while someone set on his ass watching us should have taken five minutes took twenty very rude done with u-haul to many places to go to I spent 97 dollars these other people ten to fifteen please

Rating:

2.0

I would have never known this was a uhaul pick up/drop off location if there wasn’t other uhaul vehicles parked here. No official uhaul sign that we could find. Glad that we were able to return over the phone/online.

Rating:

3.0

Always room for improvement

Rating:

1.0

- there was only one employee on site (Jason) at my pickup location (called “The House or Smoke” and had no uhaul signage anywhere on or in the building) told me multiple times it “was not a licensed uhaul dealer and we just rent these things for them” - my uhaul was rented to me without even being checked because after I paid for it (also was charged the wrong amount and not explained the what the insurance coverage was) I went out back to discover a padlock on it, so I could not get into it - I was a day delayed in leaving town because the employee’s solution he offered me to get into the uhaul was to drive around to other uhaul licensed dealers and see if anyone had bolt cutters (the padlock also was never successfully cut by bolt cutters because of the type) this employee also never left the building once to even come check the uhaul with me and I was there for over three hours - I called in and after an hour on hold with the Northwest Illinois traffic department, Tyler & Tony informed me they could not give any discounts even with the crazy situation and similarly told me to go to the other location to get in the uhaul. When I told them I would probably never use you again Tyler responded with “That’s fine with me. That’s your decision” - when i got to the other location, Illene (general manager) showed me that the emergency brake chains on the uhaul were completely faulty so they replaced them - I also was not given any cord to connect the electricity so I would hav been driving at night without the uhaul connected since the lights were never tested and he never told me to test them - it took them 20 minutes to use a cutter and hammer to break the lock, and when they did the entire inside had not been cleaned at all - I will almost certainly NEVER use uhaul ever again. And I fully plan on telling all of my business’s customers, employees, friends, and family never to use this service or any of your products again.

Rating:

4.0

Great service!

Rating:

5.0

Nothing

Rating:

4.0

The only problem I had was waiting to get approved while at the vehicle. I had to provide additional contacts for an agent to call. I respectfully suggest that you make the approval a part of the reservation process.