I turned in my truck and trailer in the middle of the night, so I didn't meet the personnel. This isn't a complaint, by the way. I'm just letting you know why I didn't rate them. I'm sure they're very nice. About your technology: I felt like I was guessing where/how to turn in my equipment, though. The tech/texts/emails were confusing, as if you'd started to set up several different systems over the years, then half-abandoned them before they were complete, but left pieces of them still running, still sending out messages to customers. For instance, I was told I needed to have a well-charged phone at equipment pickup, which I assumed meant you were going to install an app to track me and advise me where to turn in the equipment, but then...? No mention of the supposedly required well-charged phone at the actual pickup? So, yeah. I got so many texts and emails from different numbers and email addresses that didn't explain it clearly in a single go, and in the end had to call the hotline and just ask a human how and where to turn in my equipment. The customer service representative on the hotline guided me to a webpage that didn't appear to be obviously mentioned in any of the emails, on the website, or anywhere, and I was asked to type some information into a webform. I guessed where to turn in my truck, really, since there were several locations in the town, and luckily, I guessed right? Later, I just went to a uHaul location and asked them if I had actually turned in my truck in a way the system would recognize, because I still didn't know for sure, and didn't want to pay for it if I'd made a mistake. Every one of the humans I met was wonderful and understanding, but it seemed like uHaul's technology was setting people up to fail, so they could be charged extra if they guessed incorrectly. That was a yucky feeling, being confused by a barrage of sometimes contradictory information, and walking away thinking I might or might not be charged extra because I couldn't read all of that while exhausted and in the middle of a move. See, a lot your customers are in the middle of a move. They're exhausted. They don't have access to their passwords/logins or a computer with a big enough screen to read a long, complicated message or series of messages from multiple sources. Please streamline your customer communication. I'm sure it wasn't on purpose, but yikes. That part of the uHaul experience needs fixed ASAP. Your people did everything they could to help, though, in spite of the tech-madness system you make them work with, so give them all a big fat bonus for that. They definitely deserve it.
APRIL R
Customer Reviews for Master Rental
(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.
One of the ramps came off vehicle transporter while loading up the vehicle.
MICHAEL PThe same gentleman handled my reservation, my pick up and my drop off. He was awesome efficient friendly nice.
KIMBERLY YBe more informative, helpful, and correct.
KRYSTAL WQuick and courteous.
Brian SI was overcharged for mileage which I refuse to pay. I only traveled 31 miles and was charged $47.50 for “gas” and mileage. They told me it was at alittle over a quarter tank and it wasn’t even over a quarter tank and I returned it right at a quarter. They told me just to take it up with uhual but they are scamming people out of money.
ASHLEY KNot much I can say. The equipment was clean and ready. Customer service was good. In and out quickly.
THERON CEverything was perfect! Customer service was excellent! I will always recommend this place to all my friends and family.
GLENN BExcellent customer service. Explained options clearly. Equipment was ready when promised. Clean and in excellent working conditions. Explained return process and details incl location and fuel tank requirements
DOUGLAS CThat after hours drop-off was so easy and went so smoothly! It was a huge relief after a very difficult move.
Jessica MHaving to call customer service just to have them find me a drop off was annoying and time consuming. Auto generate a drop off instead of forcing the customer to use time to do your job.
MICHAEL WShop lied about gas gauge, said it was 7/16 full when it was clearly 5/16 full. Customer service rep agreed to "meet me in the middle" 6/16, effectively stealing gas from me. Brakes were in horrible condition, truck was not capable of an emergency stop. Above 40 MPH, the truck bounced up and down violently, which was a terrible experience since I spent over a 100 mph on the interstate and the truck was not capable of 60mph.
JOHN HTruck smelled like cigarette smoke and the cup holder was full of ashes. I figured these trucks would be non-smoking.
MATTHEW PYou could fix the app so it works, you have had it up and running for a long time. It took me an hour and a half to check out my truck.
Damian DClean the vans more but overall excellent. Easy pick up and drop off. They are seasoned in the van rental arena
HANNAH WThankful they let me just drop the trailer and they parked it with their tractor because I was over pulling that thing!
SARAH TClose and go out of business
CHAD Sall good!
Ali PStaff was very friendly and organized. All the necessary info was presented and explained. The location is near gas stations so you can fill up before returning.
LORI MThere was a bit of confusion as we dropped off our truck here but did not have a reservation to do so. They took the truck back for us but next time I would make a reservation as they seemed a bit annoyed.
Thomas CAn explanation of potential future charges outside of tue realm of an accident would have certainly been helpful.
TERRY KThe app said to "park in a legal space" upon return, which was a little confusing because we didn't see any signs designated specifically. There was only once "spot" available to park a 26' truck but it was hard to tell if it was ok. Had any other vehicles been there, a 26' truck wouldn't have fit anywhere.
Liza PFast, friendly and affordable. Staff was very professional and helpful.
JAMES DVery helpful employees, the process was smooth and easy. The van was clean with low miles and we felt very confident in its safety. Would definitely use this location in the future.
MICHELE KTotal lack of any appreciation by customer service reps. No greeting upon arrival. "Welcome. How can we help you?" Was not acknowledged when I returned the rental. "Welcome back. How was your experience?" No thank you at all. Need to inject some energy and enthusiasm into their emploees.
John M1.) Ensure that the drop-off site actually does have provisions for dropping-off.
Jeff MI had my reservation for 6am and I had already been contacted three times previously to reschedule locations for the equipment I wanted. When I arrived and attempted online check in it said there’s was nothing assigned to me. I had to call the 24hr line and they told me I could wait until this location opened or I could drive 50 minutes for the equipment. Location wise they were kind and helpful, U-Haul wise I would not want to rent again from a disorganized company.
MADDIE TNothing to do with Master Rental, but i had to do the after hours drop off and 2 days in a row i couldnt get the website to find my order so i could return it that way.
VICKI VThis location was great and saved the day with a 5x8 trailer but my original rental reservation was not available by Uhaul and they tried to send me an hour away for it. Horrible experience with Uhaul in general.
JEREMY SWe arrived a half hour before closing time, our driver coming behind us but delayed. The crew helped us register and get all set so when the driver arrived with 10 minutes until closing all went smoothly. Appreciated the kindness and grace. They also offered other drop off suggestions, which were really helpful.
KRISTY REverything was great.Kind people an reasonable rates.We will definitely use this company again if we move
BRIAN HThe location was fine and helpful. I picked the trailer up late in the day before leaving town and recognized once on my on way the unit does not drive well. Correctly loaded it had terrible vibration at all speeds. Also the front seams need re sealed as excessive water came inside as a result of driving in the rain which should be the benefit of an enclosed trailer.
GAVIN WThe cargo van I rented smelled like something had died inside of it! Squirrel Chipmunk or mouse maybe! The upholstery was so dirty and stained I took the van despite this issues because of limited availability in my area! Also there was an issue with my paperwork I was given paperwork for the wrong van. The wonderful young lady who took care of me did an amazing job and was so courteous and helpful.
CHRISTIAN NI had to move here after you moved my reservation to another location and then when I called that I would be about and hour late to pick up and I was assured it was not a problem and then when I arrived 48 mins late ( I had notified at 8:30 in the morning about my hour late ) then the truck was gone. So disappointed in the way I was talked to but after calling U-Haul I was move to Master Rentals and it all worked out !
MARK HMy morning started off with my ride not showing up to get my U-Haul reservation. I had to Uber. Soni was late picking it up. They lady at the desk was so kind and nice and easy going. She didn't give me grief at all. Then she helped me change how many hours I needed the truck without an issue. Then my friend's didn't show up to help me move. I had to do it by myself. I was tired by the end of the day and she was just as kind checking the truck back in as she was checking me out. Kinda made my day better even though it was a total disaster in my book. So Kudos to the lady and the staff for making the end of a very long day really easy for me. I appreciate it more than I can tell you.
SCOTT CFor the most part the equipment was clean. The AC was only working out the defrost.
RICHARD RSmooth Rental all Good
ROBERT MStaff was friendly the only complaint I would have is AC didn't work to great in truck
DALE BThe app was hard to use. It didn't allow me to enter a confirming password to setup an account.
AUGUST PThis location was average, the clerk that help me was very hard to understand. The trailer had what appeared to be mud on the front and back. I tried cleaning it, but it turned out to be concrete i think, would not hose off or wipe off.
LEONARD CMaster rental is an excellent location with good customer service and super fast and thorough check in procedure. Friendly staff.!
Bryce GThe van was filthy and smelled like manure. The passenger seat was covered with dirt and my wife would ruin her clothes if she sat on it. The attendant had to give us a blanket for the seat. We needed the van to get my daughter’s mattress and clothing for her move and we had to deal with manure smell and dirt. This is very poor service and I feel that we should have been given a discount or partial refund.
Donald GThe folks at the turn in location were very friendly. Location easy to find and very clean!
Darin EThe return was easy and the staff straightforward and helpful. A terrific experience.
Thomas EGreat location. People friendly and helpful!
MARK CBest U-Haul staff ever. 5 out 5 stars highly recommend. Ty
WASEEM SPlease see the information that I included in this survey above.
JAMES TDrop off after hours. Did not interact with anyone at drop off location
ROBERT K