They did not assist me on loading up the trailer. I had to do that all by myself and also when I dropped off the trailer, nobody wants to be found. I unloaded the trailer then finally I found a gentleman and I said I need to check out, he said he would take care of that. I dropped off the trailer at 11:30 but online they say I checked it in at 3:30. I didn’t know if I’d get a credit for not using the full two days of Rental
Joseph K
Customer Reviews for Kingston Car Wash
(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 wrong van key was in the lockbox so I had to try to find help. No one answered the U-Haul service bell on the side of the building. The staff member reprimanded me for going in the car wash. Where else am I supposed to go? No one is outside offering help or answering the bell.
JOSHUA KVery easy pick up and return.
ERIC GThe u-haul rep was attentive , informative, and ensured i was knowledgable related to towing safety.
RICHARD Pone of the trailer wheels was very rusty and did not appear safe. Tires were underinflated. I had to inflate the tires on my own.
JEFFREY EThe van I rented was overdue for an oil before I even picked it up. Tried to swap at a different U-Haul location but the 3 I called did not have a similar Cargo Van available.
Matthew KVery easy to self-rent the van, and easy to return.
SUSAN WNothing. Everything was great & easy.
DONNA JNot charge me extra fees
EDWIN VThe man whom I picked up the van from was wonderful. The person I dealt with for billing and drop of was not helpful at all. They also had no record of me dropping it off because the location did not put it in the computer so I got a call from U-Haul saying I didn’t drop it off. I was not happy.
SHANNON BThe only problem was trying to use the app. When I saw a person. They were very professional and assisted me with no problems. Thank you.
Vincent BIt's not the location exactly it's the dirty vehicles and the use of the app. That app was horrible to use to pick up and to drop back off. So the location suffers because there's no one there to help, it appears. I spent 30 minutes just picking up. Taking pictures and uploading them when returning was annoying and took about 15 minutes when you just want to drop and go.
Meredith JService and ease of renting was excellent. I will be renting from this location again!
MARGARET DI did not know the fenders folded out of the way so doors could open. After crawling out the window I discovered the did. Not an easy thing for a 78 year old to do.
FRANK RTruck was fine. It was in good shape. Interior was ok. Dirty because of weather. Wind shield had black marks due to poor windshield wipers. The vehicle worked perfect and it met my needs. I am just giving complete honest feedback
Richard MExtra fees
Fernando CYou must make sure that the location has all the equipment and supplies necessary to make sure that everyone gets a printed copy of the transaction before they leave the premises ! They did not have any ink ✍️ to provide me with any paperwork !!
JOHN CNo office space to wait and complete rental agreement. Did not go over agreement and did not do inspection/review of truck. Also, was charged for a utility dolly that was not included (later called customer service but charge never taken off).
Michael PWe arrived at 9am. Kind of a wonky set up, but the kid that does the rentals was nice. We had ordered a furniture dolly. And when we asked the kid said sure, after a bit he came back and said someone misplaced the shed key and he couldn’t get us one. So that was a bit unfortunate. We asked it just be taken off the bill as we had to go. We got out of there at 930.
TRAVIS WI meet the owner and we did the new picture app together, very thorough. Everything went to expectations, no surprises, much appreciated. Only concern was the engine light was on from the start, no issues happened but it gave concern that something would ..... Very thorough pick up and drop off 👍
Peter REverything was perfect. I was need of quick service and the U-Haul representative was outstanding. The equipment was great no problems what so ever. Thank you you guys are great
DENNIS DTook a little time to find someone to provide the truck.
TIMOTHY HThis was more of just a back drop lot. I actually had to ask the employee working at the Car Wash what I was supposed to do to drop off the truck. However, once I was told it was all very easy. Plus, it’s nice to return it to a location with a gas station to refill the tank!
ROBERT TGreat customer service at the location while I was struggling with the app. The app is clunky and unreliable. Everything worked out perfectly however. Thank you. Rob
Robert DThe remote check in process is garbage
John MTruck rental went very well !
MARK TThe tires were inflated all over the place, one being too low when I picked it up.
DONALD HMake it clear that staff is at the car wash building if the rental shed is closed.
JAMES DThe interface for mobile pick up is terrine.
John MI had the worst experience renting a u haul at this location. The lock box I got the keys for did not have any keys to it and the code on it was already set to the password. I spent an hour trying to get customer support on the phone and app to help me and finally just found that another lock box was open too and had the keys to a smaller van that I ended up using. Great idea, but poor execution. I also got charge double what I planned because I returned a bit later than expected. Originally I had a one-way rental from Kingston to Northboro, but had to return this van to Kingston, which took longer than expected. Great ideas on the mobile app, but poor execution. The checkin process also took more than 15 minutes for me.
Ryan SThey assigned me an old truck that has 160K on it for a one way to FL. When I asked I was told it was the best truck they had. Forunately I got an immediate call from UHail and I was switched to a newer one way truck.
Peter DI opened a dispute and they charged me more for their poorly trained service. They put my destination wrong and charged me 1 extra day even though I delivered it on the same day and before the scheduled time. What a shitty company. I went to court to file a lawsuit against the company. I do not recommend...
JOSE PCup holders in the truck were broken. it only had a 1/4 of gas so the first thing i had to do was go to a gas station (which was onsite), and they only had 6 packing blankets for me when I reserved 12. The app check in also didn't work so I had to call thier number. The assistant on site was good but the rest of the experience wasn't great.
Christopher FMy overall rental experience was HORRIBLE and I will probably never again use U-Haul. The Kingston Car Wash was the 2nd location I was sent to because there was no one at the 1st location (29 Pottle St, Kingston). You wasted an hour and 1/2 of my time before you eventually switched my reservation.
Michael LThis location makes it clear that U-haul rentals are an also ran business for them. They assume everyone will just use the phone and the just house the trucks. Someone who came after me mentioned that the vehicle only had ¼ tank of petrol and they had not hard copy as “the printer was out of ink”. To their credit they said that they would check me later and it would noted as on time and they would send they receipt via email they did. BUT when you try to call them it goes to voice mail with a different number where the mailbox is full and no message can be left. This was very frustrating as the instruction said “call when you arrive in Kingston”. End the end the drop off was OK but I would never pickup or drop off at this location in the future.
LP PCompletely awful overall experience. My pick up location changed the day before. So picking up the vehicle went from being 10 minutes away to 40. It also went from a live location to a mobile location. The drop off was fine but now uhaul.is charging me more money. There was no mileage fee when I originally signed up and when I returned vehicle tjere was a $1 per mile fee. I paid almost 400 to rent a truck for 8 hours.. please pay attention when renting from uhaul
Daniel RConvenient location. I didn’t like how the customer is relied upon to return the vehicle in pristine condition for the next rental.
CHRISTOPHER DThe app was not user friendly. A service attendants helped with the process after I stood them for 40 minutes, calling the help desk the a 15 minute hold when I was transferred
KENNETH DThis might have been the worst experience I have ever had with a company in my life. To be very clear, this has NOTHING to do with either the pick up or drop off locations. This is in totality about the experience with U-Haul themselves. We rented a truck for pickup at 9 am on a Sunday morning. We followed the instructions for downloading the app, following all of the instructions to be verified and have it all ready for pickup. Once we arrived at the location, we followed the instructions to check in on the app only to find that that option wasn't there. We called customer service, the first of 4 times. We waited on hold for 28 minutes and finally got to a human (no easy feat!). They were able to see on their end that we had followed the instructions, been verified and that the app wasn't allowing us to check in. The feature was unavailable. We were told that we would be transferred to a tech support person to help. Instead, we were hung up on. Called for the 2nd time, another 17 minute wait. Another human, another verification that the issue was on their end....another transfer and this time to another person who went through the exact same process and then transferred us again, back to the first place we started. We had now been sitting in the parking lot for over an hour, delayed in our move and very frustrated. That person told us someone would call us back to help. We waited, 15 minutes, no call. We called again, for the 3rd time...we waited 21 minutes and went through the same process again....4 transfers later and 4 explanations later we finally got to a woman who offered to HELP! She could see all of the information and all of the verifications....all we needed this entire time was someone to access the code to the lockbox to get the keys to the truck. It took her 30 minutes to get there, but she finally did. So, our 9 am rental was finally accessed and had us on the road after 11 am. Not one person (other than our final savior) apologized, offered to help, tried to do anything to access the code....everyone passed the buck. Not one person offered to offer a refund or money off of our rental. No compensation. A company should not rely on an app to handle these things. This delay was a HUGE inconvenience for our move and should never have gone this way. There are so many people and scenarios where this could have derailed their entire move, caused major issues or might not have the capabilities to call and go through what we did to get our truck. I would never recommend this company and will never rent from them again. I work in sales...and customer service is #1. I am disappointed, disgruntled and deeply frustrated by moving away from a people forward business to allowing an app to provide your service. Thank you to the one woman (who's name I cannot recall and I apologize) for being the one person who listened and problem solved.
ROBERT EU-haul take 15 $ for coverage but I didn’t ask about coverage when I rented
Sherif AKingston Car Wash is a great location Fast and very friendly staff
DOUGLAS CCharge me the same price as the initial quote… won’t use uhaul again. Location and the guys were excellent uhaul company not so much.
Trevor DThe truck was not swept and none of the equipment I paid for was inside it. We had to go and get the equipment ourselves. Then we asked for the furniture pads and the guy said they never have furniture pads.
Michael MAmazing service. Very friendly staff
Cilenia BI would rate the location and the truck pickup experience as excellent. I would rate the truck as good; because of an existing check engine light that was displayed upon truck pickup. I notified the person at the location and he said that they knew about it and had been attempted to be fixed but the light came back on. He assured me that i would be fine. The truck check-in process I would rate as less than 1 star. There was not a person to check me in as it had closed so I had to use the U-Haul app. This app, while it attempts to be complete and efficient is anything but. I think the server that it probably runs on is overwhelmed on the weekends, (my rental date was a Saturday), and it cannot handle the load. I attempted to comptete the check-in process 5 times before finally giving up and calling an 800 number. As it turns out, I had completed everything but becuase the app was so in-efficient due to repeated lock-ups and hang-ups, I had no idea if it completed. Serious review is needed for this app. This is why I purposely selected a location that was staffed and not a remote location. I just didn't realize that the location closed when it came time to check me back in. Lesson learned.
Robert FThere was an issue with the tire, I showed it to the attendant in Kingston. He told me that you I haul inspect the trailers. For the four hour ride the trailer shook violently the whole entire time when I arrived in Lancaster and I drop off location the first thing out of the mouth of the worker was who let you leave with that tire on the trailer. I think there’s damage to the suspension of my vehicle. I’m not very happy with this
MATTHEW CFast service. In and out in under 10 minutes. Thanks.
John DNothing
Kristina MThis location you must have the app for. It should state that somewhere. I could have easily made my pick up time later if I had known this information and downloaded the app. I made the appointment as late as I could for there “closing time” to actually talk to a person. There was no “service bell” at side door, do to it was a shed with lock boxes for key pick up. Please inform your customers of this before picking this location.
Bobbilee LHad a challenging time with the mobile share system. First appointment, the truck was parked in and nobody there to move it. The second time, I returned the truck and then continued to receive texts for days asking me to return the truck. Would much prefer an in person employee rather than an app based system.
Chris FBetter parking ability for pickup. Little more attention to detail when handling the extras ... ie blankets and dollies.
Glen AYour 800 corporate service is terrible. I waited 20 minutes for a call back. Then that agent could not help me and transferred me. I was put on hold again and after 10 minutes, got disconnected without anyone addressing my issue.
Richard DI returned my rental a day early. I was in the process of checking it in on the app when a man working there said he could take care of it for me. It finally got closed out 4 days later. I got texts and emails about it being late and had to call on more than one occasion to make sure I wasn’t charged extra. I was told this location was notorious or this behavior.
Gina BQuick and easy drop off.
anthony pThe pick up couldn’t have been easier. Nothing to improve.
Edward BGot the van tank 3/4 full that’s ok when took it back I filled the tank up so it came with full tank NEVER GOT CREDIT FOR IT They DID NOT REDUCE the FINAL BILL Will this Fall on Deaf ears I thing so I’ll be shocked if if someone is reading this and cares
helmut wDan went out of his way to make this visit a safe and pleasant one.
DENNIS HContract stated truck will have 1/4 tank of fuel, gauge read below 1/8. Talked with attendant he said don’t worry about it. I was worried about even making it to my destination that was only about 8 miles away. Pumped 15 dollars in just to be safe. Returned truck on time could not find attendant. Then got email bill for rental that stated that I failed to return with the required 1/4 tank but also had to pay a $30.00 refueling fee. WHAT A WAY TO DO BUSINESS or better yet what a way to go OUT OF BUSINESS
Thomas DWas raining and truck leaked all over my stuff. Was not informed of $22 gas charge and $30 labor charge to refill. seems a deceptive practice and likely will notify the attorney general. Location was attached to gas station. Nobody there to assist or question.
Albert BI’d never recommend uhaul to someone else. Oh honestly I’d recommend people who i hate. It was my first and last time experience. Everything was sucks about this place. Such a disappointment.
Emre EThe car wash was busy and it took over 40 minutes for me to get a key and leave. Than there was no explanation about returning the truck or the key!!! Now I had a extra dolly and 2 sets of pads add to my order that I never requested.I don’t know if that has to do with the location or the site
Ana PHi I left my yeti water bottle in the truck. Was wondering if I could pick it up if you guys have it. My cell is 3398323507 thank you
Steven GMake sure to explain there's a mileage limit, and it will cost $1 a mile over the limit. I had no idea
Eric PThis is a side hustle for the Kingston Car Wash and they treat it as such. Open when the sun shines not open when it rains trailers are dropped off rented and never cleaned. Employees are annoyed when you show up to pick-up your rental.
MICHAEL SVery helpful staff. Easy transaction.
Heather SThe location was closed despite being shown open in google maps. The app for doing the return works poorly and ended taking pictures of the truck 3 times under the rain before finally being able to return it.
Pablo A