Have a smoother telephone access process. Provide more detailed instructions. Provide all instructions simultaneously rather than serially. The delay in sending the second link made the process more onerous. Have a more honest system, one that can correct errors at check in. The path to the key access point was not properly cleared. I am an older person with slight mobility issues and balance issues. I had to walk on frozen snow to get to the key. It felt treacherous. It was also cold and I spent extra time in the cold to take the required pictures and the link didn’t work. So I spent more time in the cold trying to get it right. In that difficulty, made an error in the amount of gas provided. I filled the tank to match the actual amount. I shared the picture but it made no difference. The customer service rep was exacting and uncaring, though polite. It was the most unpleasant experience I’ve ever had with U-Haul. I’ll never do business with this agent again and I’ll not do it in winter. This was too hard both in circumstance and in customer treatment. Additionally, the truck cab could have been cleaner and the air fresher. Really a bad experience. The truck worked well and satisfied my needs.
Althea S
Customer Reviews for Transport Service Direct Montclair
(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 facility is very conveniently located, though the lack of signage makes it a little difficult to identify. Communication with the manager was good and instructions were clear. Equipment was well maintained. I would rent from this location again and would recommend it to a friend.
Sharif AI saw online there were bad reviews of this location and I'm happy I ignored them. Although there is no physical office, someone called me right before my pickup time to help me with checkout and from there everything went very smoothly! Would use again if I needed a U-Haul
Eden HThe van we rented was giving us a warning that the right front tire was low on air. It’s my feeling that such warning should be addressed and put right before the equipment is leased to customers.
carlos vConnections with the owner and contact were exceptional. There was an initial concern about my order, but he fixed it and guided me through securing the rental seamlessly. Thank you for such professional and exceptional service.
TIHESHA JGood process and support.
Andrew GMy pick up time was 7:00 AM, I started my mobile check-in around 6:50, I was told the key was on compartment, and it wasn’t there. I started to chat with live they transferred me to 3 people and Jennifer stop replying, so I called customer service they transferred me to two different people and asked me what are the key number they have in the compartment box I told them they have 6 keys and none belong to the one that I am looking for, there was one key that belong to 10’ truck and the lady said she will change it to that truck and asked me to click the link she sent me on the text, I then started to take a picture as asked am and when I done and ready to take truck it was around 8:15. I did not open the trailer thinking it was empty. I took it to my place and saw trailer had uhaul mats, and dolly which I had not ordered I went not knowing whom to call! It was already late and they did not compensate for my time I will not waste any more so I went back to my place and started loading, now the guy calls and ask me when you opened the trailer didn’t felt odd that there were those things, first off I felt odd when I reached the parking lot and check the compartment and there was no key at that time already I thought it was odd but how can he see that he would be at fault if he had talked about it, and he said this many thing are there and dolly, I told me I have already shifted it to the front and started fill up my truck tell me what you want me to do, he said you can continue! I continued, but the response since starting from everyone was very bad, I would never book from this place, be aware to hide their fault they will try to blame you instead of apology.
Sandeeb AI am a do it yourselfer. So I am a big fan of this automated self service method of truck rentals..The manager at my pick up location called me the day before to confirm and said that I could call or text with any questions. I did in fact reach out to him and he promptly answered my questions.. Overall I had a great experience and I would certainly refer to a friend or use the service again myself. Thank you!
Neil FI was very happy to drive 1/2 block to this new location rather than driving over to South Orange. It seemed like the operator was still getting his systems in place, but I showed up around 9:00am and was on the road by 9:15. He was quick to respond via text and calls, and made everything very easy. Definitely would use again.
Pierce CI did not like the fact that their was no office, and no one to assist me. ALSO your stupid app would not accept a second driver, even though I called to make the change. It was a terrible experience not to have assistance. I felt like you should be paying me to take all those photos!
Amy KRequest furniture dollies and blankets and none were provided. Had trouble getting the fee only partially reversed.
Micheal CI requested a dolly, none was placed in the truck and the pick up point of contact didn’t communicate this to me. Also he was rude and condescending to me.
Roots O