The Uhaul agent was very accommodating to assist me in my rental.dee H.
Customer Reviews for Jacks Mower
(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.
Renting the vehicle online was very easy. The woman who helped me a day prior to my pickup was fantastic and super thoughtful for calling me and confirming details of my reservation. Had no problems finding the location and no problems getting in and out of the location. My biggest issue with the entire experience however was the self service mobile pickup thing which is not straightforward at all and the truck itself which was very dirty, dangerous, and had horrible brakes and tires. I think whomever last returned the truck must have lied about it's condition and the truck was therefore not checked? I am a very tech savvy individual I like to think considering I work on designing websites and apps for a living, so using the mobile pickup should have been a breeze, but instead my friend and I were stuck outside the closed rental office, in the rain for 45 minutes before we could get a code for the key lockbox. I even called for help from the U-Haul customer service and was asked to hold for 25-30some minutes extra, so I asked for a callback. We watched a tutorial on the site showing how to move to the next step and initiate the pickup dialogue/questionnaire and it was not up to date with the latest interface or somehow our dashboard just didn't match what was shown in the video. While logged into my reservation, we searched every page for any inkling of a link that could possibly start the process (hamburger menu too). It was so buried and so inconspicuous, we were both screaming when we found it. Then the next part only built up our frustration further. We had already been so late to our destination and we had to go through and retake pictures of my driver's license for the 3rd time. Then a selfie?! You already have my license! Then I was asked to supply a phone number for someone other than myself. He was called and told "I was given this number to call incase the vehicle isn't turned back in." Or something like that. He responded, "yes." And was immediately hung up on. Then I got the approval to startup the truck and checked it over. I couldn't upload more than one photo to show how dirty the entire thing was. I was in the truck without moving for another 5+ minutes. Yeah the whole experience was frustrating to say the least. I also got the callback from customer service after I had already gotten into the truck. And to add to this already annoying January 1st morning, it was rainy out and the truck slid multiple times and I had to repeatedly pump the brakes, start braking 0.25 mile back before an upcoming red light just to be safe, to make sure it wasn't going to crash, and the truck would make a loud hum anytime I would brake and the only way to stop it was to either pump the brakes repeatedly or hit the gas a little bit. Faultiest truck I've ever had to deal with. And there was no one in the shop for me to return to and show them the faulty truck since businesses are closed on new years day. As for returning the truck, it was an easier experience but there were still some questions that needed filling out. I liked that there was a form field to dispute charges. All in all, while I like the mobile self service idea, I don't know that this one is fully baked yet or a very easy experience for all users. I think access to the lockbox for the key needs to be given at time of reservation. It was insane that I couldn't get it for about 45 minutes and had to dig for it. Nobody else but the customer should have access to their own reservation anyway so it only makes sense that once a driver's license is uploaded, that the next screen to follow would have the access code to the lockbox. All in all, while I'd recommend the U-Haul location I visited to a friend, I don't know that I'd recommend U-Haul or the self service via mobile device thing. These trucks should be serviced more frequently between uses and checked thoroughly by the rental office they're returning to, especially before redispatching to another customer. The mobile app needs serious help as well as the in-browser experience for the self service thing. Need to rethink some things to make it faster and easier, cause nobody got time to sit in the rain for 45 min trying to decipher codes and poor user experience.Basma A.
The U-Haul app / site took forever to work when trying to return the vehicleZachary B.
Ava at Jack's Mower was absolutely WONDERFUL!!! Would recommend renting a UHAUL or equipment from her any day of the week. Thanks again Ava and Gizmo!!!Matthew T.
Eva was a pleasure to work with. She was very flexible and helped insure that I did not incur any additional unnecessary charges. I will use Jack's Mower service again!Michael H.
Worst experience ever..card was illegally charged.. Was told to buy commercial insurance when these trucks aren't even commercialâ€¦ a big scamJASONL S.
The pickup and drop off were horrible! Plan on an hour to pick it up. Website wouldn't let me in. I tried at least 8 times (doing the exact thing) before I got in. Drop off not much better. My friend that was meeting me that day rented a van from another location and had the same issues. It was a lot cheaper than having movers but it was a huge hassle.Anthony T.
The checkin was absolutely terrible online. My trip was delayed by almost an hour and caused the entire day to be delayed and we lost a lot of help due to uhaul not being organized. Highly highly disappointed sadly. Used to have good experiences but I will probably look elsewhere in future.Brad F.
Customer did not leave a comment.ROBERT R.
Make sure you send customer to right place to pick up the truck or vehicle, because some time you send customer to the location to pick up the vehicle you give them the run codeAissatou B.
The passenger rear tire needed air, lots of air! It had 17 PSI when I picked it up, took it to Wawa, where their air pumps only go up to 70 PSI, it required 80 PSI. I filled it as much as possible and was concerned the whole trip about a flat. I did call road side assistance to see if I should even drive it, only to be on hold for an hour. I had no time for that.jennifer F.
I reserved a 20ft truck with 2 utility dollys, 1 appliance dolly and 2 blankets. The facility called me 2 1/2 hours before pickup to tell me no one would be at the facility to give me my utility items because they had to, "go to Jersey to pick up a lawn mower to fix". I kindly let her know I need the items I ordered for my move, but she had an "not my problem" attitude about it, so I just called Home depot to rent 2 dollys. She was short and snippy about the situation even more when she suggested I do self pickup and I had a few questions about it. She gruffly cut me off a few times, huffed & puffed like the big bad wolf and tells me to call 1-800- Uhaul if I have questions after telling me, "I don't understand what's hard about this?". I was simply repeating the steps she was saying to do and then asked 1 small question, she was just rude, but I was trying to be respectful at all cost although I was not afforded the same luxury. I arrive at the site and see a dog come to the shops door starring at me, [RED FLAG], as where there are pets there are people. The sign said closed, but the dog was clearly there with someone. The truck loading door is wide open, there is debris from Christmas gift wrapping in the cargo area, spider webs all over the side mirrors and door window; as well as candy wrappers and dust/dirt in the back, so I had to clean it myself [although the app doesn't offer an option to say the truck was not clean]. I complete the online pickup and then arrive at 3pm as scheduled. I begin the return process but the app wouldn't accept my reading, which I later find out the odometer reading was missing 1 number according to the woman helping me at the facility, so after 10 minutes of snapping photos and being rejected by the app and losing signals since this location was off in the "Sticks" I go inside for help. Well long behold the same dog I saw in the morning comes running up to me to play...let me just say the dog was the best part of the experience with this location. There is an older women there who sounds like the person I talked to on the phone, so I let her know I'm having issues with returning my truck, etc, etc, can you verify on your end what the odometer reading was and I can tell you what it says now and you can compare to see what's going on, so she does and says yeah you're missing a number. She didn't disclose what the reading was on her end, so I say okay, what do I need to do, she tells me the truck is in trip mode, so I go look at the truck for another 10 minutes trying to figure out what button is for trip mode, as I inspected the truck before pickup and didn't see anything to fit the description. After showing her a picture of the current odometer reading and being there 45 minutes now, she tells me I'm not doing it right, but she herself has no knowledge of how the app works, "thank you Eugene". I go to the truck for another 10 minutes just praying for help from God; since I'm not going to get any from the unidentified woman in the shop [who didn't want to identify herself when asked who am I speaking with when I first greeted her and told her I spoke with Eugene on the phone]. After almost 55 minutes I go inside and say, "maam' I have to go please, is there anyway that you can help me? Is there some paperwork that I can just fill out on your end and leave please?!", she then takes her feet from off the desk and sits up from a reclined position while being on her phone to respond with a huff of her breath, placing her hand on the side of her head and says, "I'll just do it myself!". I was waiting for Ashton Kutcher to pop out from behind a lawn mower and tell me a family member set me up. 2 minutes later I give her the key, have my paperwork sitting in my email and I'm on my way about my affairs. So, I basically spent 1 hour running back and forth in the rain when Eugene/unidentified woman could've just taken 2 minutes to get me out of there after you see things wasn't working early on. Only reason I stayed with this location was because she called me 2 hours before pickup time to tell me about the utility items I won't have and that Uhaul has placed a "freeze" on all trucks, so if I cancelled I most likely won't get another one and although I know this information was inaccurate I couldn't afford to go to another location 30 minutes away, as the movers were coming very soon. This entire experience was awful and makes me just want to use Penske next time because moving is stressful enough without added unneccessary problems like this.Gordon F.
Customer did not leave a comment.JUDITH L.
It was great.Jennifer G.
Would not recommend online pickup at this location. Poor cell service, limited hours, and uncertain availability of vehicle keys in the lockbox. Overall, my experience with the UHaul app was quite frustrating. It would not allow several functions to operate correctly or sometimes not at all, especially the need for photographs of licenses and vehicle dash display.James G.
Your website check in process is awful. Thank God I was at Jack's Mower. They were able to successfully register the rental.Louis S.
Our reservation could not be found then once that was situated the dollies and blankets I paid for were not in the truck. I had to stop in the middle of my move twice to call to make sure I would not be charged. This should have been an easy process and it was anything but that.Courtney S.
Mobile check in worked out well.Michelle H.
Did not receive the dolly nor the pads that I requested.Paul W.
Customer did not leave a comment.Douglas M.
Customer did not leave a comment.Mark M.
Customer did not leave a comment.gary G.
Customer did not leave a comment.Lawrence P.
Customer did not leave a comment.Gary S.
Customer did not leave a comment.Roy F.
Not wearing a mask to protect customers from COVID. Rented truck was in such severe disrepair that I barely got it to it's location. $50 reservation guarantee refund promised NOT given backSarah W.
Staff was very friendly and helpfulRegina A.
Customer did not leave a comment.Todd G.
So this rating is poor, but not because of this location at Jacks Mowers, which I would have rated a 4 out of 5 if this rental debacle didn't start at another location. I had originally rented from the Uhaul location on 2nd Ave in Phoenixville, PA, where I lived, but they switched it over to Jacks location, and nobody ever informed me that the reservation moved to a location 15mins away from me, which caused an unexpected 45min delay and me having to pay 3 movers for 45mins of time that they couldn't even work. So thanks for costing me an extra $125 in moving fees, just because you were too bad of a business operation to call the customer at all and inform them (me) that you had complete changed my original reservation.Justin O.
Customer did not leave a comment.Deborah M.
Customer did not leave a comment.Paul A.
Make the contact less pick up and return work better. The entire process was stressful and was not done right. I returned the truck earlier than expected and followed the steps, yet the store had it as still out.Brandy V.
Customer did not leave a comment.Darnell H.
Eva was very accommodating!!! I had schedules uled a truck 2 weeks in advance and actually called to check if all good. Said yes. Yet when I called the location day before, the person said no reservation. Total BS!! Scrambled and called Eva and made it work! Can't thank her enough!!!GEOFFREY N.
Very nice and easy to communicate with. Would rate as a 10+ definitely use them again.Felicia I.
Customer did not leave a comment.Jon K.
Customer did not leave a comment.jeff C.
Customer did not leave a comment.Erick O.
I returned the uhaul within a hour of renting as when the truck went over 40 mph it would begin to jerk repeatedly. I returned to the facility and the lady there said she would contact me with an update after she inspected the truck. I never heard back. I expected not to be charged as the truck wasn't safe to drive and I stated I didn't feel safe, reason for the quick return.Jvonn F.
Eva was terrible!! - where to start...location owner claims they have nothing to do with the process. No help at all. Did nothing to try to trouble shoot the multiple problems. Had very poor communications and just kept telling us to call uhaul. No call From anyone after reservation was made with instructions before day of pick up -or even know how to Self pick up the truck. Had to wait forever for the 800 number to pick up -put on hold for a very long time. Finally someone in AZ. was able to help with self pick up instructions. Was unable to get the trunk on time -got it almost three hours late. Eva kept saying it not her fault. Guess you have to be a mind reader. Employee doesn't know the process or cares to even try to help. Will NEVER recommend or use that location again. Was a nightmare from the minute the process was started. Ugh!daniel M.
The U-Haul site was extremely buggy with checking in and checking out. It took almost two hours to resolve the issue. The lady at Jack's Mower was helpful, but the U-Haul site was horrible.Kevin Z.
IMPROVE THE 24/7 truck share app. The lady @ jacks mower went above and beyond to make my rental happen. Customer service / traffic department was not useful at all.anthony P.
Customer did not leave a comment.Jeff K.
Customer did not leave a comment.erica C.
Called me and told me I needed to pick up my rental sooner than my scheduled time because she wanted to go homeDavid P.
No one was there when I went to pick up my truck. My scheduled pickup time was 9:30am and I had to wait until 10:15 to get my truck. I ubered to the location which was in the rural suburbs and was left stranded outside in the 90 degree heat. I will never use Uhaul again for this reason.David O.
My pick up was switched without proper time and knowledge. I returned the truck on time. The location was not open on the day I returned, or the following day. I was then given a late notice which was not my fault.Rachael Y.
Awesome owner, very kind and thoughtful.Steven N.
Customer did not leave a comment.glenn K.
Customer did not leave a comment.britt C.
Customer did not leave a comment.MICHAEL W.
Customer did not leave a comment.james M.
Our pickup was scheduled for 10:00 am when Jack's is scheduled to open. Jack never showed up until 11:00. Many calls to uhaul to try to resolve. Terrible experience. Further, I made the reservation on Wednesday night. When I checked on the reservation Friday night, it had been cancelled. No call to me, no reason given, just cancelled. Called customer service and they uncancelled. I had requested a different pickup location but was told I had to pick up at Jack's. That did not work out so good. Overall, a pretty poor experience with uhaul.Jake F.
My overall experience was bad. The location was fine. But the online / app pickup was terrible! It would not work. I had to call the helpline and they were not able to fix the problem. Luckily the owner showed up, opened the place and got me registered.and then days after I returned the truck I got notices & calls stating I had not returned it. Very frustrating experience overall.JOHN M.
Evie at jacks mowers is so kind - I appreciate that this rental location is at a great spot easy to get to! Easy rentals and even easier returns!cara H.
The woman running it was very friendly. However they did not know anything about my reservation and because of this I could not pick up the truck at 10am like I originally reserved it for. I did not leave the lot with the truck until 120, 30 minutes of which was my own fault. However it completely threw off my moving plans and those helping me move, when we originally planned to start moving at 10 am, to be told that they knew nothing about my reservation and not even be able to meet someone there to get the rental until 1230. Then the truck was only on 3/4 a tank when I picked up, which thank God i took pictures of it, because I had to sign a paper that said it was on full and did not realize until i got into the truck after i signed said paper that it was nowhere near full. And even though I called the 1800 number, and told them this, still got charged for the gas that was never even in the truck. Thankfully after another call to the 1800 number and showing them the pictures I got a refund for that charge but still. The whole experience was painful.Renee A.
Customer did not leave a comment.dennis G.
Rental experience was great, the self serve option through the app was easy and convenient. Highly recommend the store that I rented from as well as the pickup method.Thomas M.
Customer did not leave a comment.dolores N.
Customer did not leave a comment.yun keng L.
Customer did not leave a comment.margot A.
I had no problem with the people there. They seemed nice enough to me, and treated me with respect. So it could be assumed that "reviews," overall, are pretty useless, considering how subjective and one-sided that they most often are. As a general rule, if you're nice and polite to people, they are, most often, nice and polite to you. Go figure? A bad experience then could be a sign of a bad character--no matter how vociferous and exacting of a negative review the customer gives. But they're always right...right?ronald W.
There was trash in the cab. The lady was very slow. Took a half hour to rent the truck!carol V.
Customer did not leave a comment.Edward S.
I rented 26-foot truck they were U-Haul pads inside unfolded( 8or9)and a Appliance hand truck which I was not renting at this time and was not sweeped out.John G.
Customer did not leave a comment.peggy H.
I set this up over the computer to pick up at this location and return in philadelphia. When we got there which took an hour to drive too we were told they did not have a truck available. I had confirmation code it finally worked out after an hour with woman who was rude and had to drive it back from Philadelphia. Very disappointed.Gregory H.
Customer did not leave a comment.Melissa T.
Very friendly and helpfulmichael A.
I got charged insurance when I declined itChristina A.
Excellant experience. I will continue to use them in the futureJose P.
The drop-off information on the internet and given to me at my pick-up location stated that Jack's Mower Repair and Service were to be open until either 5 or 6 pm that day. I dropped the truck off at a few minutes after 2pm, the door was locked with a note giving a number to call for repair or service, I called the number and the call was never answered.Dawn C.
Easy! Truck was there and through the mobile app was able to complete and drive away without waiting in a line or waiting for the store front to open. Truck was great - clean and new 26 foot that we used for a home move.Jonathan B.
The truck was an hour late so we had to wait. I will be calling to make a formal comolaint about the lack of customer service surrounding this problem.Michael T.
I will like a full refund. They took $230 from me in cash. Said they gave me back $80. I only drove 21 miles and on the receipt they put I drove 435 miles and that I owe them $344. I made a claim and nothing has been done and now they charged my debit card without my permission. I would like a full refund.Dominique H.
Customer did not leave a comment.Dominic P.
Customer did not leave a comment.willis M.
Customer did not leave a comment.john K.
The only problem was that we were supposed to pick up the truck at 10 am and the store did not open on time and we did not get the truck until almost 10:30.matt S.
Have equipment fueled and have interior of windshield cleaned. Also explain how to or help renter properly adjust mirrors.Richard F.
Originally scheduled to pick up elsewhere but truck was not available. This spot in Parker Ford was the closest which was 35+min further away than originally scheduled. Location was supposed to be open at 9 but it wasn't, no sign, no person to help. Called uhaul who sent out dispatch, gentleman was very nice but the whole debacle put us behind schedule and over budget. Embarrassed because we had to make family/friends who were over to help wait for an hour+ while we dealt with it all.Eric W.
Nothing to improve. They accommodated special hours and service was quickAndrew C.
Customer did not leave a comment.JOHN R.
My uhaul was moved to another location without my knowledge or authorization . This is poor customer service. Although the truck was reserved early in the week the agent at new site told me that doesnt mean anything, that its 1st come/1st serve. If this is the case...not sure of the point of the reservation. 3 ppl reserved the truck I wanted so I am glad and lucky I made it there 1st. Service at both sites were very good and I appreciated both telling me how uhaul really conducts business.Geliece G.
Nothing everything was great.Shawn B.
Yes vehicle was clean but tank was not full. I was told to be sure to fill it. I only drive the vehicle 17 miles yet ended up putting 5.5 gallons of gas in it. I also was charged for 20 miles not the 17 I drove it.brian M.
everything was fine.edward P.
Customer did not leave a comment.alton L.
Customer did not leave a comment.Steve A.
Customer did not leave a comment.barbara B.
Pricing was not thoroughly explained to me, I was quite shocked to learn that I had been charged $1.57/mile after the fact. Truck was fine, service was adequate, but pricing should have been better communicatedtheodore W.
A cup of coffeegerald M.
The rental was ready at the requested time and everything went well -Robert M.
this was a nightmare all the way aroundJennifer A.
Customer did not leave a comment.Matthew V.
Customer did not leave a comment.Dennis W R.
The woman at the counter was ignorant to us from the moment we walked in. I called customer service while I was in this place and the customer service rep heard her yelling and being extremely rude to us. She was also ignorant to the customer service rep. She looked right at us and said, "I don't think I even want to do this reservation anymore." This was all b/c she couldn't locate our reservation b/c she was putting in the wrong name. I tried to tell her, but that is why she bit my head off. I WILL NEVER GO HERE AGAIN!!!!DENNIS S.
See above overall reviewLISA A.
Truck was clean and in good condition and the customer service was friendly.ROB F.
I had to hook -up the trailer my self.Highly unprofessional.I called in a complaint and was to be contacted by the regional field manager,Mr.Marucci.This never happened.I guess my lawyer will have to address this matter.JOHN M.