Absolute worst process I've seen. Reserved a 10ft truck close to work/home (5mins away). Thinking I reserved and paid online I could pick up/drop off the truck at home up on my lunch break (30 mins). Arrived at location to find a note on the door that location was closed to go online for pick-up information. Attempted 7 times to go thru pick up process online and it rejected my license each time. After the 7th time I called customer service and spoke with a rep who was short like I was wasting her time. I could hear her small child in the background and I was muted several times throughout the call. She told me I had to change settings in my cellphone. After 20 plus mins on the phone with her she told me to download the U-Haul app. I did that and was able to upload my headshot and drivers license info. I was able to use the lockbox to get they key after spending 55 mins for what should have taken 5-10 mins. The truck needed service, it hesitated when accelerating, the brakes were not responsive, the tire pressure sensor came on and stayed on during the entire rental. When I tried to return the vehicle using the U-Haul app I could not upload the odometer or fuel gauge as app would not accept the photos. The tire pressure sensor warning appeared immediately after turning on the ignition therefore the mileage would disappear making it impossible to get both odometer and fuel gauge in same shot. Once again I called U-Haul customer service to ask what I should do. After being on hold for over 30 mins waiting to speak to an agent I decided to just leave and deal with it in the morning or on Monday if needed. I locked the vehicle and tried to find the return key box which was not the same box as the key was locked up in (it had another key to a different vehicle inside). After looking for 5 mins I walked the entire building to find key drop on opposite side of building and dropped the key inside. One I returned home I went back online and started a chat with a rep who was very helpful and said that if I sent her the odometer and fuel gauge photos she would check the vehicle in for me. Photos sent and she replied that she received them and return was completed. U-Haul needs to figure a way out that the customer is not wasting their time. This will be my last time using their services!Paul C.
Customer Reviews for Mallard Creek 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.
Truck have engine sign on and low oil sign was on.NIRAV P.
Customer did not leave a comment.Avery F.
The app was the worst experience I've ever hadBenjamin H.
Very efficient and friendly. Easy parking.Lisa M.
The UHaul app and Customer Service were terrible and useless. Had it not been for Jackie at the location, this would have been a train wreck. Even though I had a reservation number and everyone could see it, the app never found it and I could not use it at check in. NOT GOOD!JAMES P.
Nothing service was greatPATRICIA F.
Customer did not leave a comment.MYRON G.
The wait time to speak to customer service was 25 minutes. Too long when you need immediate help. The self check in procedure worked great and I was reimbursed for estimated mileage not used.Patricia B.
Customer did not leave a comment.PARKER M.
Firstly, I used the app checkout for the first time, thinking it would be faster and safer than seeing a real person. However, it turned out to be the most aggravating hassle I've ever experienced. It required numerous pictures and FOUR different phone numbers for reference and nearly an hour to get 'appproved.' Seriously? When checking out in person, you just need 1 phone number. It's faster and easier to just go into the location and check out with a person. I will NEVER use the app again. Then, when we finally got the truck, we discovered it had damage around the driver door that wasn't apparent BEFORE getting the keys. So we weren't able to notate it in the app. Specifically, we couldn't open the door with the key, so we had to go into the location for help anyway. The rep was also unable to open the door and had to get another key. Because of the damage, the door didn't close completely. It rained during the move and water poured in, completely soaking us. And lastly, when we got the truck, it only had a QUARTER tank of gas! Never before have I checked out a rental vehicle with less than a full tank. We had to stop immediately and get gas, which was another hassle. Overall, this was a terrible experience. This was the 2nd time renting from this location, but we never will rent with uhaul again.Kanard H.
Customer did not leave a comment.CARROLL A.
It took me forever to move my belongings because I kept having to pull over and make sure the vechicle was okay. It was constantly stalling, I called customer service and was on hold for 45mins, so I hung up. I received the truck with a quarter tank which honestly is not acceptable. On top of that the check engine light, maintenance and oil change light was on. I will NEVER rent from this U-Haul again. I literally could've been done in 3 hours but it took me double the time because of the condition of the truck. That truck needs to be pulled out of your inventory so that it can get fixed ASAP.Jeremiah M.
I'm so grateful to uHaul as a whole. I reserved a truck from Budget a week prior and they didn't have it on the day of reservation. I got on the uhaul site and reserved a truck at the closest one and it was here. They had exactly what I asked for and the customer service was great! When returning the truck, I expressed that we had a closing to get to and that we would just have to drop off and go and she was just fine with us pulling around and leaving. We got the checkout email shortly after. I am so so happy with the service and will never stray away from uhaul again for a "cheaper" option.DARREN R.
Continue to be on point and awesomeANNETTE W.
I was handed mentioning fuel tank about full, which was near empty, luckily I captured the picture and shown this at the time of return, they raise doubt when I shown pictures before the start of my rental of Fuel in actual. This truck I returned in less than 1 hr of time with 17 miles run. Since this was my first rental with Uhaul, I did not thought of uploading fuel pictures upfront while checkout of the truck. I just started and saw Fuel near empty and asked my friend to take picture so that we can show at the time of return. This proved to be a proof for us to show our loyalty! Which Ideally should have been done by the staff by accepting their mistake of not verifying from previous customer. Also to my surprise the online receipt which I got still showing Fuel as near Full , which would actually will pass on to the next customer and he could be in trap again for this.Ashish S.
Customer did not leave a comment.Thomas K.
I never received the dolly I paid for I haven't had the chance to call customer service about it yetCeirra W.
Customer did not leave a comment.JAMES H.
I was overcharged for mileage wirh no indication of my mileage upon return. I doubt very seriously that I drove 20 miles given the close proximity of my local one trip move. I have tried to call but I never get an answer.AVA B.
Customer did not leave a comment.LONNIE B.
Great Service provided by jackie and fast I will ReferenceAaron P.
Customer did not leave a comment.Akhil B.
Make it cheaperKlever M.
Always a great experience!Jasmine G.
Execellent Service alwaysMONICA O.
On site worker , had no idea what she was doing ? The gas markets were marked wrong on the app and on the sheet , the parking brake was broke before I got into the truck. I took pictures of both. I still got charged extra $16 for gas mileage even though I brought more back into the tank. The lady lied to me. I would not recommend this location to anyone nor use it again .DERRICK W.
When I returned the truck I backed it into a space and an employee was rude in not allowing me time to check out on the App to get the mileage etc.James F.
Absolutely horrible customer service. Told myself and multiple other customer's that they weren't supposed to be open so they couldn't help us. And after returning the truck, someone proceeded to harass me because of where the truck was left when that was the only available space. I would never come back to that location.Henry A.
Customer did not leave a comment.ALEX V.
Uhaul charged me twice. Once I picked up the truck and once I dropped it off. This really ticked me off. I wasn't expecting to pay $300 for a uhaul. This needs to be fixedMichael P.
This location is very professional, flexible and superb customer service. They are always my first choice. Not sure what else they can improve on.RICHARD C.
Customer did not leave a comment.YASMEEN A.
Customer did not leave a comment.JAMES G.
The truck only had a quarter of a tank of gas and there was dirt all over the tires and the gas tankRichard F.
Customer did not leave a comment.WENDELLELOYS E.
Nothing, the staff is AMAZING here. This is my go to Location. The other Uhaul on Old Statesville Rd is very poorly run, they don't respect their customers verbally & in actions... Thank you all for your wonderful customer service. The best part is that they remember you and sometimes the actual occasion that you rented the truck for. Blessings and continued prosperity to this Location!!!ANITRA W.
Customer did not leave a comment.ROBERT G.
Customer did not leave a comment.Timothy Q.
Customer did not leave a comment.DEJEN G.
Best Uhaul experience I've ever receivedJASMINE G.
On line checkin not good. Two much and to difficult for older ones. Location does not have enough parking to safely leave your car. One lady was nice and helpful. The other was ok.Juanita W.
The owners should be wearing masks as required by NC state COVID-19 protocols.KEITH S.
Customer did not leave a comment.RODERICK M.
Ensure that the truck is ready for the road.Jessica S.
The woman at the front desk is professional, courteous and kind. I believe her name is Jackie. She is also prompt! It was great to confirm with another customer in line who confirmed that Jackie is a wonderful person!RODNEY A.
Customer did not leave a comment.Shanna H.
If the customer reserves a truck online don't wait the week of to let them know the truck isn't available. If the truck isn't available give a discount on the truck you have and not charge so much on the mileage. People are having a hard enough time trying to survive without feeling like they are getting robbed by Uhaul.YOLANDA H.
please send back gas money , I already filled the gas but still charged 30 dollars for gasmaruthi V.
Customer did not leave a comment.LORENZO B.
Customer did not leave a comment.Gregory M.
Excellent service. I really appreciate the help!STEVIE S.
Customer did not leave a comment.BRITTANY C.
Pick up and drop off was a nightmare. The "electronic" options/system added 20 mins to my pick up and 40 to my drop off. The staff inside the office were very helpful- but I will look for other options outside of uhaul next go round. Ps. I am QUITE tech savvy, but the process was still a hassle.MARLENE S.
Fix the U-Haul App that customers are required to use. It is very cumbersome and time consuming. Spent 20 minutes trying to complete the rental via the app.Thomas A.
Becky was rude and the opened up late.Giovani S.
Customer did not leave a comment.ASHLEY B.
Customer did not leave a comment.Venetta W.
Everything was great. Very easy process.Thomas K.
Customer did not leave a comment.Harsh kumar K.
Every thing was fine.Shawn R.
The vehicle was not ready for me at the 8:00 AM reservation time. Employee had not checked in vehicles returned the night before. I was provided the van I used without it being checked from the previous driver. I took photos as the interior had dirty paper towels left in it, leaves and mud in the floor boards of the van, the exterior of the van and tires were muddy. There was a dent in the back right hand door I was unsure had been marked. The brake line was hanging nearly to the ground on the back driver side tire. The U-Haul website continues to fail to verify location so when units are returned after hours, I continue to be charged a $20.00 fee. The units are not being returned late but there is no way to verify it as the U-Haul application never works.Shannon N.
Customer did not leave a comment.Thomas P.
The van needed Roadside Assistance and one of the workers there was yelling the background over Wendy (the person I spoke to on the phone) that they don't need a reference number but I needed to get in touch with Roadside assistance ASAP, as they had another person who reserved the van @9:30. Advised that the request had already been put into place the person in the background said make sure I call them when I was on my way. Roadside assistance made every effort to assist in a timely manner. However, Wendy called me several times after that checking the status. I found the staff to be unprofessional and seemed to be unbothered by the harassment and the fact that the hand truck that was reserved was not in the van. I have used Uhaul for years and this is the first time having to use Roadside assistance (very professional) and deal with an vendor who was to say the least unprofessional. My advice to any one is to operate in the same grace you would want someone to have for you if the situation happened to you. I will not use or recommend Matthew Mowers to anyone needing Uhaul equipment.Shelby M.
We had a hard time with self check in. Took forever to get ahold of someone to correct the issue with our reservation and app needed to open the lock box.Kathleen A.
Check and reCheck that any accessories being renter (Dollies and furniture pads) are available and in the van before customer pickup. My Dollie and furniture pads were missing when I arrived for pickup.Dane M.
Customer did not leave a comment.RHONDA C.
You can let customers know how long the process will take before and after.KIM M.
Remind people that a phone verification is required. I didn't notice it in the fine print of my email. This would be helpful for customers, especially those with an early pick up. I had to scramble to try and get someone to be available to pick up first thing in the morning. Also, I was told that I would get the key from a lock box and that was not the case, it was locked in the truck and the lock was difficult to get off.Christina S.
ensure rental are in working condition prior to renting vehiclesCRYSTAL M.
Customer did not leave a comment.JOHN D.
All went very well with customer service Only problem was the truck was not very clean..whomever rented before left it very dirty with sticky stuff all over seats doors and dash..the floors were also not very clean..but other than that..everything else was fineVALITAY P.
i reserved vehicle night before, walked in and out in 15 minutes. pick up vehicle without incident. best service. i will definitely use again and recommend to my friends. price affordable. thanks uhaulTraci R.
Customer did not leave a comment.NADINE J.
Customer did not leave a comment.REGINA D.
Customer did not leave a comment.Brian S.
The system is some crap.I arrive at 8:30 and did everything like the video but it wouldn't take my infor.Then i look up its 9:00 so i was to tired to keep trying.But they service at Mallered was asome at the check out.Its the after hours with the system thats a nightmare.ALVIN P.
Customer did not leave a comment.Justin jacob V.
Customer did not leave a comment.KARENVIRGINIA H.
Customer did not leave a comment.WILLIAM F.
Customer did not leave a comment.climmy M.
Customer service was on point.TIFFANY K.
Truck Was clean, I doubt it had poor mileageNaveen C.
Expensive for local truck rental. Understaffed location, long wait time, nobody available for check in. Shattered glass left in back of truck, tube of lotion left inside.BRADLEY W.
Customer did not leave a comment.Cory B.
Customer did not leave a comment.Lawrence S.
I can't remember her name and I'm so sorry but the lady at the front counter was amazing !!!!Shaunda D.
Took me 30 min to rent. Totally surprised by asking of alternate number with no idea or understanding of concept behind it. Very disappointed.Vineet G.
Excellent customer service.vehicle was very clean as well.Monica O.
Customer did not leave a comment.Fredricka Y.
Very friendly customer service.JEFFREY M.
Customer did not leave a comment.Stacey R.
Customer did not leave a comment.Hanifah B.
Customer did not leave a comment.ASHRITH V.
Customer did not leave a comment.Kirt S.
Please note to anyone reading this review publicly, the poor rating has nothing to do with the staff and location and EVERYTHING TO DO WITH UHAUL (the company) ITSELF. If staff were not present on site, my experience probably would have been worse. I realize technology is great and everyone is doing it, but because U-Haul has totally gone to an automatic system, it took me over an hour to check-in (vs 5 min when a living person would do it at the counter). I had a certain timeline (a wedding) and the hassle of U-Haul's "system" was unacceptable. At the time, I pretty much decided NEVER to rent again and buy my own damn van, but I calmed down since then. I have another wedding coming up in two weeks. So, I will probably end up renting from them again. Then, I can decide what to do as far as any further renting is concerned. And double note, the van was not filthy, but I had to sweep it out etc before loading equipment. So, I left the van really cleaner than when I received it. < not a big deal (just a fyi and this review section is very limited)MIKE L.
Customer did not leave a comment.Orayana O.
Customer did not leave a comment.Shane B.
Horrible service by both Uhaul and this company.LINDA T.
Will all customer service.LINDA T.