Customer Reviews for Jamess Collectible Scrapp LLC
(U-Haul Neighborhood Dealer)

Rating:

5.0

Very helpful and nice

Rating:

3.0

This is not the location I chose when setting up the reservation and the fact that I lost 3 hours because I had to pick up on the other side of town, at a later time was a huge inconvenience. The location leaves a lot to be desired but the staff was friendly and courteous.

Rating:

5.0

Great prompt friendly service.

Rating:

5.0

nice people

Rating:

5.0

Lady at the front desk was super sweet! And the two cure dogs were a perfect bonus.

Rating:

3.0

Had to call mgr to overide d system so we could get our reservation for a truck filled. We where out of town helping family move and we almost didn't get our reserved truck. It was really screwd up. No one knew what was going on.

Rating:

4.0

Very helpful, friendly and laid-back

Rating:

5.0

Super easy, pleasant experience with James Sloan.

Rating:

3.0

Started off with making the reservation which was easy to do through the app. Received a message to takes pics of my drivers license and send which I did two days before pick-up. The day prior to picking up the truck I received another message stating that I would receive a phone call to cover details regarding the reservation which never happened. I called the number and left a voicemail requesting a call back which never happened. The reservation for the truck was for self check in at 8am as the location I went too didn't open until 10am. Arrived right at 8 and used the app which was NOT helpful in the slightest! The app requires your location to verify that your at the correct pick-up place. My location was turned on and the app had permission to use it. App said their was a location error and to scan the code on the key box. Scanning also did not work after 15 mins of attempts. Used my friend's phone thinking it was just my phone having issues which was not the case. Called the help line and was on hold for 5ish mins. Was told that the app was apparently "glitching" for android phones and to use a different web browser. After doing that it finally worked for the location problem and went onto the next step. It requires a mugshot which I did and sent, as well as photos of my drivers license which I sent AGAIN. Once that was put in it stated that it was processing which was the same screen with the spinning icon for 10-15mins. Refreshing the screen didnt help. Finally after awhile the processing finished and it wanted me to put contact info in, which I used my phone # of course. It then told me that an error had occured and i couldn't use my own number since i was the account owner, so I used my friends contact info. Again an error occured as he was apparently in the system somehow already so we used my buddy's girlfriend as the contact info. (Buddy's girlfriend wasn't with us.) FINALLY that worked and once again came to a screen saying that my reservation was being reviewed by an agent with a chat box down below. After 5 mins of waiting an agent finally said they were working on my reservation. Received a call on my friends phone from the agent who was confused about my contact info. Told her about the contact error information mentioned previously. She also said that my finger was covering my drivers license , of the two separate times i submitted my drivers license apparently none of the pics were good. My drivers license was submitted a THIRD time. I was then told that my drivers license and my mugshot didnt look the same🤷 . After LOTS of back and forth with the agent, i was told that a screen should pop up on the phone to submit my payment info ( this was already entered and saved the day i made the reservation ). Thanks to the "glitch" for android phones i was not directed to the screen the agent said i was supposed to see, was told REPEATEDLY to scroll to the bottom and it should be there, again it was not. Had to keep going back to the home page to complete every single step of this process. Finally after a hour and half PAST my reservation pick up time, my buddy was passed out in the passenger seat taking a nap, i was finally told what truck was mine and which box the key was in. The agent gave me the code to undo the lock. Next I was told by the agent that i needed to take pictures of the truck in case a report was filed for any damages and that once again i should be directed to a screen to submit the current mileage on the odometer, how full the gas tank was, etc. Unsurprisingly i was not directed to said screen, had to go back to the home page to get to the next step and it skipped the whole entire picture process and went straight to "Ready to Return Truck" as if I had already completed my move and was in the process of bringing the truck back for drop off. The agent said that shouldnt have happened but to still take my own photos which i did, and videos because at this point my faith in this company was diminished and what should have been a simple click and go turned out to be an almost 2 hour process and a complete waste of my Saturday morning when i could have been moving as planned. The first agent I spoke with made it seem like the android glitch wasn't a new developement, so if it was known that a phone that almost half of all phone users use didnt work/ was glitchy, it should have been advertised or an email sent out notifying of that. The only saving grace was the antique business owner who U-Haul used to manage this location. He was pleasant and apologised for the troubles, it wasn't his fault and by no means was something he had control over. However, as for U-Haul your app SUCKS, the process is not easy, and Self Check In (Emphasize the word SELF) shouldn't mean 2 separate calls to the help line and a agent who has to literally direct screen for screen, bit by bit, and input the majority of the information i already submitted multiple times prior. I should not have too, at any point during the process of checking in see on my phone that my "Reservation" is being approved/under review by an agent when the reservation was made 2 days prior. I will not be using your services again, and for anyone that has suffered through this rant/soapbox of a review that is considering using U-Haul, I HIGHLY recommend that you NOT. Spare yourself some time, money, and a normal blood pressure. I really considered calling and asking for some money back, as this was a terrible experience that could and should have been prevented if they had been prepared and actually used the information they requested days before, but I was honestly so done with this company and really don't thibk anything would come of it. The agent was able to push my reservation back 2 hours to make up for the lost time AFTER telling me that she could only do it if the truck wasn't booked directly after the time I was supposed to drop it off. Which again, thankfully wasnt an issue but really makes me wanna know what they would have done if it had been booked by someone else after my original drop off time as there was no way I would have been able to get my moving done with the time left. So long story short, any other rental company = good. U-Haul = BAD.

Rating:

5.0

Used the app to rent and pick up the truck it was clean and ready to be picked up when I got there. The drop off was also easy but the app did have issues allowing me to take a photo to confirm the odometer.

Rating:

5.0

great service