Customer Reviews for Irvine Stop & Shop
(U-Haul Neighborhood Dealer)

Rating:

2.0

I spoke to a man named Mike (I think maybe he was the U-Haul representative) about extending my rental. He was very condescending and rude to me. The store was nice, but his attitude ruined the whole experience for me.

Rating:

2.0

This location is a head shop and not conducive to any family customers. Although clean inside the aroma was unusual and the atmosphere was uncomfortable. The attendant was friendly but did not appear to be attentive regarding dropoffs and offered no proof of delivery.

Rating:

2.0

The actual location for the drop off is a head shop. Although clean inside, not a choice place to have to go. The person behind the counter was nice and disinterested.

Rating:

2.0

They have nobody there to help. Had to do the 24/7 service and I would use that again. Too complicated. Took me 2 hours to pickup. Finally had to call.

Rating:

1.0

We have had the worst experiences with U-Haul especially this location. We would reserve one online at a location in another city and get a call the day before they don't have it which I find ridiculous. So, directed us to this store like 2 or 3 times. I cringed each time walking in it. It's a vape store and they had glass Dildos in them. Then on top of that they tell us on two occasions that they don't have the truck we were supposed to get or the trailer. The trailer was hilarious. They kept telling me they didn't have the trailer, and I was standing in front of it. I had to argue with them because we were moving and had to be out. On top of that we were moving to Pikeville KY and that is where the drop should be, and they had it Louisville KY which is about 4 hours away. Then when I argued them on the rentals, they had to call the owner which was in NJ or NY I can't remember so he could do the reservation. The whole thing was a complete nightmare. The ONLY saving grace for U-Haul was one location in Richmond, KY and one in Pikeville, KY that was wonderful. This place in Irvine, KY NO. I do not recommend it to anyone.

Rating:

5.0

His customer service was freaking awesome I had already made the reservation with Mark's garden shop up in Fort Wayne and I went down to Ossian and I got set up and I mean the guy was just really on it.

Rating:

3.0

I reserved for after-hours pickup via the app. When I went for pickup the there had been no vehicle assigned. I went into the store and they said, “We’re sorry but the U-Haul store is closed.” I had to call the U-Haul service line and wait on hold for twenty minutes. The service lady was wonderful and was able to get me a vehicle. The local store was terrible and offered no help. I won’t be going back there. As far as the app/phone pickup, it was the first time I had used it and I think I’ll probably use it more.

Rating:

1.0

I spent over 2.5 hours on the phone with different uhaul reps and the scheduling managers because they had listed that they had a 15ft truck available, even though it was out of order and they had rented out the only other one on the lot; to my surprise when the scheduled time for our appointment rolls around and the uhaul rep for this location had left with multiple appointments left in the day, without telling the other person at the counter any of this, to where she had to call him multiple times because of all of the different issues stemming from him not being there to help with any of the process. So after arriving to go and pick up the truck that I have to have on the day I reserved it because we are losing time that we had taken off to move just trying to get the truck. So after she called the uhaul rep at home with every question she had I was informed that the truck i had reserved was actually broken down and he hadn't told uhaul about it but "don't worry we'll just give you x truck instead" after being told this I started calling the customer service line because there is no way I'm taking something other than what is listed on my reservation unless it gets changed in the system, and spent over an hour and a half talking to different people within uhaul just trying to get a truck for me to move with. Finally after that long they tell me that they'll put a 26ft truck on my reservation instead and it takes a further 45 minutes just to get a piece of equipment assigned to my rental. I arrived for my scheduled pickup time at 4:45 and did not leave with a truck until after 5:30, and multiple hours of phone calls to the scheduling managers who were not very helpful in getting it taken care of. I would not recommend that anyone go to this location for any reason. Go to literally any other uhaul in Kentucky.

Rating:

4.0

Speed up processing

Rating:

1.0

You guys charged me $130 for the uhal and then DAYS later you decided to charge my card $200 more for whatever reason and then when I tried to call, you wouldn’t even answer. IM FURIOUS!!!!

Rating:

2.0

Just wasn’t impressed with the vape shop or head shop that you have to go to. I originally went to a diff location, but that truck wouldn’t start. So I ended up having to go to this place. I returned it way before the return time. I was trying to be nice and explain to the guy it had quita bit more fuel in it than it had when I picked it up. He spoke very bad broken English. He informed real quick that I didn’t get money back for that. But I never asked for money back. I was merely telling him. There was trash in the front as well as the back. I cleaned all that out as well. I’m thankful I got the furniture moved and it stayed dry. But I will deff look elsewhere next time.

Rating:

5.0

I was very pleased by the whole renting experience. Your representative at this location was very prompt and friendly. He also was helpful with all my needs. I will be using this location again if my family needs a uhaul again. The only thing I can think of as far as suggesting improvements is for them to keep up the great customer service they provided.

Rating:

5.0

Nothing

Rating:

3.0

I reserved a truck and trailer 4 blocks from my house. Less than 24 hours before pickup, i got call that I had to pickup truck and trailer from Irving, KY which is 15 miles away. I had to find someone to take me as I had planned on walking to reserved location. When I got the Irvine store, my truck was not there. The other larger truck was not shown to be at this location. After and hour of local Uhaul rep contacting UHaul, He was able to rent me the vehicle. I got there at 1PM and 3pm I was able to get my truck. No help connecting trailer to truck. No instructions about anything with truck other than return with the same amount of fuel. I was 30 minutes late as movers were scheduled to be there at 3PM and being 5 mins from house on original reservation. It was too late to change based on less than 24 Hour. I tried calling several time sot confirm as i called local store and he told me they no longer rented trucks. Not sure why if you had local change, why you could not contact me earlier. You guys need to give you customer more information on equipment to reduce future issues.

Rating:

2.0

It's not in Irvine Stop & Shop for one. It's next door in the Irvine Smoke Shop. There was no drop box for dipping of the key after hours. There was no lock box for after hours pickup. The staff didn't seem particularly knowledgeable. The truck was great, the location was terrible.