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Tom C
Customer Reviews for Mathews Auto Center
(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 pick up process was honestly, a very painful, experience. The website/app for the pick up process, didnt work correctly. it wouldnt load, and then kept freezing up during the questions. i was not able to take photos of the "before" condition, or go over the mileage and gas levels prior to my using it. And then when I backed out of the process and tried to re-enter it, the Pick Up process was unavailable and it just had the "Return Truck" link instead. Also, if I rented the truck for 24hrs, I should be able to pick it up any time. I had to call customer service because it was an hour past my pick up time and they had to change the window so i could access the pick up option on the app. I have it reserved for the window. if i dont pick up the truck right at the time, it shouldnt matter. im paying for it regardless.
Erin BJust check steering’ wheel it seem to be off when driving But drove great , easy to check in and out
Letitia ENo problems with pickup . Never had done a moble pickup before . Very convient.
Terri DThere was no code for picking up my key. Had to call number and wait on hold twice because the first time they couldn't hear me. Put me back an hour and a half.
Jonathan HThe u-haul 24/7 process is not very customer friendly. I wasted over 2 hours trying to get the vehicle and could not even with the assistance of a live agent. That wasted hours of my time i planned to take care of other actions, and delayed my travels the next day impacting other activities I needed to complete the next day. The alternate verifiaction methods are excessive and a problem. In fact one document requested was my drivers license. It is a Real ID. TO get the Real ID I had to provide my birth certificate, passport, and social security card. Hence there should be no need for U-haul to request any other ID after this as the U-haul requested passport is covered by the Real ID. Addtionally, I had a person verify who I was, yet that still was not enough for U-haul. The process is cumbersome and unnecessary, especially for a customer who has rented multiple times from U-haul already and my Real ID number matched what should have already been on U-haul record. Please change your after hours process to something much more reasonable.
dale pThe location was one of the best I’ve used. Easy to book and attentive staff. Lower your prices would be my only complaint
Dino AIt makes no sense to me that the trailer I reserved could not be moved to the rental office closest to where I live. Bad business U-Haul. Don't make customer travel farther. The trailer needed to be swept out. It operated fine. Biggest complaint - there was no jack on the trailer tongue. This was a heavy 6' x 12' box trailer, and we had to lift the tongue up and down from our truck hitch. RIDICULOUS.
Richard FU-Haul messed up the rental pickup. The facility was closed but the owner was nearby and came in to fix the problem. I lost 90 minutes in the process.
Mark SI did not receive the appliance dolly that I paid for, and the truck was far larger than what I reserved and therefore required more gas.
Meghan WPrice gouging to extreme. I will never recommend UHaul ever again. I used the tow dolly for four hours and was charged over $200. I am filing a formal complaint and reporting to BBB if necessary. This is absolutely unreasonable.
David SSuper Easy for after hours
Tammy W$10 charge despite the fact I left it with exactly the same amount of fuel it had when I picked it up
dan hI ordered 6 furniture pads but did not receive any. I was still charged for them.
Brody HI used the 27 foot truck. And I have to say the truck drives like a typical ford. Equipped with the massive Triton V10. The truck had absolutely no power and averaged 7.8 mpg. I drive a semi grossing 80000 pounds that gets 7.8 mpg. Pathetic
Jacob W