Customer Reviews for Legacy Pack N Ship
(U-Haul Neighborhood Dealer)

Rating:

3.0

When I made my reservation to rent a van, the first thing I told the representative was that I wanted to complete everything at the counter because the website is not user-friendly and loads very slowly. I specifically requested an in-person experience. I arrived at the location Saturday morning to beat the Texas heat, only to find a sign on the door saying the office didn't open until 10:00 a.m. That immediately put me behind schedule. I had to call the 800 number and wait on hold for approximately 15–20 minutes. While the hold times were excessive, I will say that every representative I spoke with was courteous and helpful. After finally reaching someone, I was transferred to a scheduling manager. He informed me that the van I rented was parked behind the building. At no point during the reservation process was I told that there would be no one at the counter or that I would need to pick up the vehicle from the back of the building. Since I had specifically requested counter service, this was frustrating. When I found the van, I had trouble opening the lockbox. The lock was difficult to operate, and I spent about five minutes standing in the hot sun trying to get it open because the code wasn't lining up properly. With the scheduling manager's assistance, I was finally able to access the keys. He also completed my check-in over the phone because the system was loading so slowly. Before leaving, I noticed the fuel gauge was on empty. I had no choice but to stop immediately and put $20 worth of gas into the van before I could even begin my move. I understand that customers are expected to return the vehicle with the same amount of fuel they received, but I would never leave a rental for the next customer on empty. Starting a rental with the fuel gauge on "E" is unacceptable. I completed my move, emptied one storage unit, delivered everything to the second location, and returned the van around 11:30 a.m. I then had to call someone again to let them know the vehicle had been returned and to report that it had been provided to me on empty. Despite the inconvenience and the extra fuel expense, I received no reimbursement or any acknowledgment of the issue. I also found the mileage charge excessive. The rental itself was only $19.99, but at approximately $1.36–$1.39 per mile, the mileage ended up costing significantly more than the rental. I estimated driving about 60 miles and ultimately drove around 66 miles, making the mileage charges far more expensive than the advertised rental price. I understand businesses need to make money and that costs have increased, but those mileage rates seem unreasonable. Overall, my experience was average. Although every employee I spoke with was friendly and professional, the overall rental process was disappointing from start to finish. I requested counter service and did not receive it. I was never informed that the office would be closed or that I would have to retrieve the vehicle from behind the building. The lockbox was difficult to access, the van was provided on empty, and I received no reimbursement for the fuel I had to purchase immediately. As a comparison, Home Depot rents moving vans with unlimited mileage. Based on my experience, that offers a much better value and a more customer-friendly rental process.

Rating:

5.0

Great service

Rating:

1.0

I was leased a truck through the 800# after the walk in location was closed that had no AC working properly. It blew nothing but hot air where we have been near 89+ degrees outside. My kid and I had to ride in a hot truck even though we let windows down it still was hot for our move. The staff at that location also went out to the truck when I returned it the next day and the young man who checked it also agreed that the AC was not working..!! I went back and forth with the front desk clerk who knew nothing not even what type of gas the trucks used. As well as the customer service online was supposed to make note of this. I was told that it had to go to area manager to check the truck and I would get a call but no one has called me yet and it has been several days now & no call & no adjustment on my credit card for you all allowing a truck that had issues to be rented it out to anyone and to me as a senior citizen. When I spoke to everyone about this I was told that I should have called roadside service at 9pm at night & wait..!! What could they have done about a hot truck when they leased to me the last truck….?? I expect a credit to be applied back to my credit card for this awful experience from truck to staff..!!

Rating:

4.0

Air conditioner didn't cool the cab - not a great experience for moving in July in Texas. The final price was a lot higher than the teaser rate of $29 or whatever it was - ended up more like $85 with insurance, fees, and taxes. Otherwise, everything else was very good.

Rating:

1.0

I had very hard time to get the truck from that place. When I reached the location @4:00 pm, it was closed and no trace of U-Haul truck or anything. I had to call and wait about 38 minutes to get help from Uhaul and she directed me how to in details. I got out with the truck around 5:45. I also told her that the fuel indicator shows little below or at the quarter line. I returned the truck around 4:30 on the next day and made sure the fuel gage shows exactly the same as I took it out. The trip meter shows 40 miles that I set up at the beginning. I just got the receipt which shows they charge me for 44 miles which is 4 miles more then I used, charge me $13.50 for extra 3 gallon gas which shouldn't be my consumption as I explain above. On top of that, they charge me for TWO DAYS! I took the truck on 6/13 @5:30 pm (explained above) and returned on 6/14 @4:30 pm, is that qualify for 2 day charge? Bottom line these people are untrustworthy dishonest, and I will never user their service.

Rating:

5.0

Great easy experience. The owner was extremely friendly and helpful.

Rating:

5.0

Easy to pick up and return, although app doesn't fully explain how to return.

Rating:

5.0

Great experience, no improvements needed!

Rating:

5.0

The staff was extremely friendly and helpful. He guided me through the process and set proper expectations. Much better than renting from a big box hardware store or storage facility. I will be using them again for another need in a few weeks.

Rating:

5.0

I went to this location and they didn’t have a truck and boom MARY MADE IT HAPPEN.. TRUCK WAS CLEAN FULL OF GAS WND CUSTOMERS SERVICE EXCEEDED ANY OTHER U-HAUL EXPERIENCE 🤩

Rating:

5.0

They were very helpful and kind and patient with me throughout this renting process. I will definitely rent from them again.