This was one of the worst customer service experiences of my life. I made the reservation online and opted to check in at the counter. My husband dropped me off at the location (a gas station) and left to run an errand 40 minutes away. I completed the online check in, but the person working at the location told me that she could not give me the keys without a 4 digit code that I could only get from mobile check in. I didn't choose mobile check in, but evidently that was the only acceptable option. The website should not let you select "check in at the counter" if it's not an option! There was no way to change my check-in method on the website, so the employee then told me that I had to call the 1-800 number to get it fixed. I spent OVER AN HOUR on hold, outside at a gas station with 10% left on my phone battery, waiting for a customer service representative. When I finally got a representative on the line, they told me that I should have gotten an email with the code. I waited another 5 minutes on hold while they transferred me to customer service (who was I waiting for for over an hour if not customer service??). The next representative was able to send the email with the link/code that was apparently ESSENTIAL to giving me the keys. When I showed the code to the employee, 90 MINUTES after I initially arrived to pick up the vehicle, it seemed that this code was meant to distinguish between the keys to the 3 vehicles at this location. 3 vehicles, only one of which was the type of vehicle I had reserved. The best part: the code didn't even match the number on the key!! By the time I left with the vehicle, it was almost 2 HOURS after my reservation was scheduled to begin, all so I could provide a 4-digit code that, in the end, meant absolutely NOTHING. I will never, EVER use U-Haul again. I should not have had to pay for that rental, but conveniently, the customer service representative told me there was no way to offer a discount in advance of the rental period. Again, what a convenient way for u-haul to avoid making things right with their customers. Again, I will NEVER use U-Haul again after they wasted 2 hours of my life for absolutely no reason.Amanda O.
Customer Reviews for Military Road Mobile
(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.
Even though I was standing next to my rental van, the on-line checkout would not recognize my location. When I moved away from the van, e-checkout okayed my position, but when I had to take pictures of the van, e-checkout claimed I wasn't at the proper location and bounced me out of the process.William L.
Use Uhaul store to rent a pick uo a really bad experience. 1 hour to pick uo the van and 1h to return it! awful!EL HADJI MALICK N.
Got charged a after hours fee I didn't think was fairPATRICIA Y.
We were going to drop off at a location in lakewood close to where we needed the uhaul. Though we got a call asking if we could drop off at a different location 30 minutes away from our original location and we will get an extra day and 30 miles extra no charge. We didn't need an extra day, it was more of an inconvenience and the 30 extra miles was just to give the uhaul to the location where the uhaul wanted at. It was an extreme inconvenience for us, costed us extra in gas, extra in our time, and overall an unpleasant experience. We will never drive extra to deliver a uhaul again. Also since we did all this we returned with same amount of gas as we had it, but the employee tried to get us to add more gas than we needed to. Would not stop asking us until we told the employee we have video and picture proof of the whole vehicle and gas gauge before we touched the truck. Very unhappy, very irritated, very inconvenienced. Would never recommend again to deliver a uhaul.Forrest F.
Customer did not leave a comment.Eparama V.
Get rid of remote drop off cause calling the uhaul number to get help they will hang up on you and they don't give you enough picture space to get all the truck inMichelle S.
Call or email me. I was supposed to receive a call within 48 hours to express my concerns, and I have not. Horrible communication, horrible customer service!Jenna G.
was hit with extra charges not rite? i went above and beyond to make sure this never happen?i went to car wash and cleaned outa my pocket not ri mention wasted 2 hours outa my life to get the vans proper key location?delivered before alotted time conpletely full on gas and the extra charges ? !! ill never recommend u haul and will spread this knowledge of miss treatment worst rental ever? travis mabey rino constructionTravis M.
Customer did not leave a comment.Carlos D.
Your review system is not valid. You name the locations where you pick up and drop off which are fine and not part of the problem. The problem is your scheduling department. They suck at their jobs. The end of story. I reserved and pre paid for a truck a week before I needed it. I was told someone would call me by Friday 6pm. On Friday by 7pm still no call so I called the 1800 number. Spoke with someone after being on hold forever and was told go here and pick up your truck Saturday morning, I wanted to start early so had opted for a 7am mobile pickup. Next day go to get truck at the location they sent me to which was a drive and not my desired location and you guessed it....No truck. Call 1800 number again, sit on hold forever and explain situation and get hung up on. Call 1800 number, sit on hold forever and finally get someone with half a brain. She finally finds me a truck which is another 30 minute drive away. I'm mad but need a truck so I say okay. I finally get the truck and complete my move. Somehow they changed my drop off location from the original requested drop off to another main store drop point in the next town over. Here is the kicker. I dropped the truck off early Sunday morning at the requested drop point by mobile drop off/no contact. Sunday while Im headed back to my home I get an email saying don't forget to drop your truck off at the changed location or you might get charged a fee. After I had already dropped the truck and keys at the original requested location. Call 1800 number, sit on hold forever and get hung up on. Call 1800 number, sit on hold forever and get told I can't help you and you need to call a different number. I tell him I'm driving and can you just transfer me. He response was â€œno I can't. you need to call them.â€ Then hangs up on me. I didn't get the number cause I'm driving and now I'm really mad. I finally get home and call 1800 number for the last time. I seriously told myself if this time it doesn't get handled I was just going to dispute every charge from you guys. So I call and sit on hold forever. Talk to another guy and tell him the whole story. In under 10 minutes this guy gets the drop off location switched back to the correct one and issues me a $50 credit per your truck guarantee. He was helpful and good at his job. The entire experience though was a G O A T R O P E. I will never use UHaul again.Steve C.
Customer did not leave a comment.DYLAN M.
Customer did not leave a comment.Jim O.
The lady at gas station is so rude!!! Not helpful at all. She is not even wane give me the key. Keep telling me that no key available for the truck I was reserved. When the customer service called her and ask her to give me the key, she just throw it at cashier balcony. Rude and she said â€œ she is not sure that I am the right person or not. Don't know what she is applying!!!Yoseph T.
Overall good experience but I was charged a fuel charge even though I filled it back to where it was.sean R.
Attendant had no knowledge of UHaul. Didn't have hand truck as orderedJeffrey P.
U-haul sends an email to confirm your reservation and the email has three steps. The first one is a link to a site where you can pick up your vehicle. DO NOT USE IT. Instead, go use the U-haul app instead. The app is definitely not user friendly. Sometimes we had to select an option and the app would not register our selection. We had to keep trying over and over again until our selection would register. We also had a problem with trying to upload a photo to document to U-haul that there was damage to the truck that was not shown in their photo. The photo would not upload so we had to call U-Haul's customer service. The first time we got cut off after about 10 minutes of conversation. The second customer service person was very capable and she documented the damage in their system and told us we had to "accept" the incorrect photo so that we could continue on with getting our truck. Then, the app did not provide the correct information about the location of the keys. It was inside with the gas station attendant. We had been working with the app and customer service for about 50 minutes and the attendant never came out to tell us he had the key. It's possible he doesn't even know what the app says. All in all, it took an hour for us to get the vehicle. Fortunately, the check in process using the app went very smoothly. When I reserved the truck, I had a strange experience with the website. I was reserving a truck in Federal Way for 24 hours. I got back a confirmation that I could pick it up in Auburn (not close to Federal Way) and that it was reserved for 4 hours. I then set-up my U-haul account and it said I had a truck in Federal Way for 6 hours. I called Customer Service and they changed it to 24 hours. The one bright spot about this whole experience is that the Customer Service people have extended service hours and they are good at providing help over the phone. They are also very courteous.Lonnie C.
Not a thing!PATRICIA G.
I was charged for a furniture dolly that I did not use.Tabitha B.
To much unknown feesalex M.
Make it clear at the time of rental that the location is not a regular uhaul store. The process was to rent was not clear nor stated. It time consuming and annoying. We will never use this location again. Also, we put in $5 in gas which we did not get credit for. There was no information about buying gas or automatically being charged for it. The entire rental experience was negative.Terisa J.
Customer did not leave a comment.Tano A.
Please next time charge someone immediately. I thought i had paid all only to get more charges I dont know whyStallone M.
The operator at this location is a complete crook. I was wrongfully overcharged for bogus charges for fuel after returning the truck. I called customer service and provided photographic evidence of the time, location, and the amount of fuel upon return. The customer service agent completely agreed with me that the fuel level was indeed at the same level as when I picked up the truck yet the owner of the location charged my credit card over $86 dollars in bogus charges. Upon investigation by the customer service department I was given a refund, but the fact remains; the owner of this location is a crook and is running a scam. He should have his franchise revoked! Read the other reviews concerning this location and do yourself a favor and avoid this location at all costs!Marcus C.
Your app absolutely sucks. The website worked fine.Carson B.
Arrived at location late, told i couldn't pickup because of it, get things changed and go to pick up. In the end the location rep had the keys the whole time but he had tools me he didn't. Need to have better communication between uhaul and pickup locations when they aren't a uhaul facility.DAVID C.
I got charged for $20 extra saying after hours charges Even though I returned Truck in given time frame.AJIT M.
So my name is Rashaun Mccray. My phone num is 253-457-0661. It's been nothing but issues since 9/27 I reserved a truck then come the 9/28 the truck wasn't there. I have to wait half the day to get a truck. I was promised 30 miles for free it wasn't added. In fact I was charged extra for the truck and it was only used a few hours. I was lied to over and over. I would like a refund for the extra miles I was charged as promised. I did an online deal where I could pick up in one place and drop it off to where it was needed.Rashaun M.
Horrible experience with the mobile check in and out and the store personnelGail F.
Customer did not leave a comment.Tammy A.
Customer did not leave a comment.Imelda I.
The gas station parking and employee suck. Treated me like shit and gave me 1 spot to park that was ideal for someone to break in because it was between two trucks.DARREN H.
We might recommend it, but with lots of caveats and extra instructions.Ryan A.
Although the mobile location seems convenient in theory, it was confusing figuring out how to park/get in/get equipment. And we never received the 3 moving blankets we were charged for, and were too flustered from the check-in process to realize it and mention it. But at least you had a truck for us last-minute!Shawn H.
Using the Mobil app was completely confusing and I was not directed to many next steps. Wasn't able to full return truck and input miles. Stayed on phone for 35 on hold trying to reach help. Never did get anyone to answer. Was charged for gas that I didn't use. I brought tank to half a tank right where I found it before taking and was still charged 14.$ when I should not have been.margie L.
Don't put over chargesPAVEL P.
It was chaos trying to get through the app and get the code I got there at 11:30 I left at 1 I contacted and talked to several service workers that kind of help me a little bit but not really I canceled my insurance and was still charged I asked for a flat rate because I miss my appointment to pick up my furniture I was promised a flat lower rate and I didn't receive it I'm very upset it would like a manager to call meGina S.
Van had major undocumented damage, that impaired vehicle operation. Dent in rear door was causing door sensor to think door was open, which keeps the cargo LED lights on. In my opinion this renders the vehicle unusable at night. Vehicle was also dirty inside.shaun R.
First you need somebody that actually works for U-Haul there because the one guy who suggested maybe I go on uhaul.com did not say that that's the only way to rent your truck . It would have been better if you had paper to fill out to write down and record your name address excetera the pictures didn't go in easily on the front or back. And then waiting for the code took forever all-in-all I waited over an hour and 15 minutes for the truck when it was empty and it just been turned in when I got there big waste of time. I will use U-Haul in the future just never that location ever againConnie E.
Customer did not leave a comment.shaun R.
Customer did not leave a comment.Moises gustavo V.
Customer did not leave a comment.mousa D.
This was terrible experience. The "express check-in" took 30 minutes to complete with waiting on hold with multiple agents, to all of the pictures I had to take of the driver of the truck, his license (front and back) and then EVERY SINGLE little "X" damage sticker on the truck, and then after all of that, there was the 8 minute online wait time to see if I was authorized to take the truck. I would never recommend anyone rent a Uhaul in this manner. If you need a truck, just go to the in person dealers. This was a frustrating joke. There was nothing about the extent of this process when I booked the truck online. I was just smacked in the face with it when I got there and the gas station attendants said they aren't involved with an of it. VERY poor system, Uhaul.Barry S.
Setting up the reservation to get at basically a self service place and it was very unclear where the key was and how to access it. Even U Haul customer services was unaware of how to access the key for the truck. Using the app guides you through the checkout and return process but exactly how to access the key was not clear. The key for the rental ended up being locked in the back of the truck.Joel H.
I put fuel gauge back where it started and was still charged. I have physical proof. NOT OK. Following up to get my money back.Michael M.
Advise them it is a self service and it will be extremely frustrating to have to take pictures of themselves to verify identity, and nearly impossible to manipulate the lock on the back of the truck.janet m R.
The cab, although appearing tidy was NOT clean but the pick-up process didn't ask me if the cab was clean. It had some beverage spills (small) but spots on the jump seat and on the floor and some in the cup wells. I didn't want to get dinged for that but didn't get the chance to report it at the beginning of my truck rental. Overall I did not like the self-reservation and on-line process for picking up and dropping off. In theory it was a great idea but it was kind of miserable because the lock wasn't working properly and at first we thought we were going to have to leave the truck and go to a store to find another truck. But my friend kept working at it and after 20 minutes we were in the truck. Dropping off I had trouble with that stupid lock again. Other than that it would have been fine. The location was alright and the truck was decent overall.Sandra H.
Customer did not leave a comment.Sonny M.
I had to wait over an hour before I could get access my rental and be on my way. Improve the website so customers can quickly pick up their rental and be on their way. Also make improvements so customers can quickly drop off their rental and be on their way.Kevin H.
Customer did not leave a comment.Neet K.
It was the last minute for me to get this u-haul and I appreciate them for having a truck for me thank you.Loulear W.
Unsecured site, no U-Haul staff on site, and we are currently filing a claim that we left the vehicle damaged, which is simply not true. We checked out the vehicle using a key box, brought it back undamaged, returned key to keybox. $80 rental and we are billed $290. Filing claim. Will take this to Court for punitive damages if not correctedBill K.
The express check out was the worst experience, ever had. The app didn't work, there was nothing express about it! I sat on the phone with customer service for over 3 hours total. By the time I was able to check out the truck, over 4 hours had passed. I will never use this service again. However, Brittany Ponder was very pleasant and helpful!Tanya S.
As another customer stated in a previous review, I should have listened to the reviews posted. This place is a scam artist at work. The poor gentleman behind the counter of the gas station has to call someone else to release the keys. Then the person he called calls back and starts asking me all the same questions I already answered online to reserve the van. I drove 30 miles, moved some furniture and boxes. Returned the van, asked the lady inside if she wanted to come take a look at it and she said no that someone would send me a bill. later that nigh I get the invoice sent to me with a $25.00 clean up fee and $2.59 tax on that. They say the rubber flooring insideI was not as clean as it was when I picked it up. Black rubber is going to show anything that is light in color, like dust. The lady from UHaul I originally spoke too agreed with me that I wasn't dirty. Sorry but I'm not going to apply a coat of wax on the van after driving 30 miles! Will never use Haul again and would advise you do the same.Michael M.
It took over an hour & a half to figure out how to work the system with my iPhone with the app downloaded. Thankful for the representative who stayed on the phone for that whole hour and a half to make sure everything was properly going as it should've went. Took so much time but she was so patient!! I totally forgot her name.Lang M.
Easy to drop off the truck.Lola S.
I saw the low ratings, but needed the truck, and rented anyway. Fool me once. I arrived at the Mobile station, and said I'm here to pick up the Uhual I rented. The person behind the counter looked at me gob smacked like this question had come up before. They called the manager, left a message, and I waited about 10min for the manger to call back. When I was off the phone the person behind the counter gave me the keys, and I went on my way. The truck was in normal condition, and it worked great. No damage was done to the van. I moved my cardboard boxes and put 6 miles on the truck. I expected to get about $6 back after reserving it with â€œ15 miles.â€ Instead I get a charged for the full 15 miles and $214 for damage to â€œCargo Rub Railâ€ and â€œCargo Trim Panel.â€ I opened a claim, wait 72 hours, they closed it without contacting me. I called again reopened the claim, and then mobile station manager emailed me to say they will refund $195â€¦ where is my other $25? Guess this is the penalty for being in a hurry. TL;DR: They say I damaged the van, opened a claim, and charged nearly twice as much as it should have cost. Please avoid renting here.Jeremy P.
Equipment was late. Mobile check in didn't work. Contact guy doesn't answer the phone. I got the truck 40 minutes late from schedule. Gas at location was very expensive. Easily the worst uhaul experience. Will try Penske or Budget next time.Mervin M.
The male clerk was rude. I did the express checkout and still had to wait 30 minutes. He could not answer my questions about the 24 hour rental time. He kept telling me that I gad to gave the van back by 7.00 am. I asked why and he kept referring me to contact 1800uhaul. He initially told me I would be charged for two days. I kept explaining that I woul be back later that day. I gad reserved the van for 4.00pm but he couldn't tell me why I did not have it for 24 hours. I. Felt uncomfortable and disrespected. He also did not come out and inspect the van with me. He told me he would check if I found something. The gas was not at a quarter tank as specified. It was less. This was the worst experience I have ever had with Uhaul.Joyce T.
None at this time.Jose R. H.
Customer did not leave a comment.Marileth E.
SCAM. LOCATION: 32002 Military Rd S Federal Way, WA 98001. This is a GAS STATION, not a Uhaul. There were no signs so I drove past it the first time. No signs where to park. No Uhaul employees just the gas station employee that told me where to park and where to drop off the contract and key. SCAM: I dropped off the truck Sat 7-28 around 7:30pm and today (Sun 7-29) I get an email saying they charged an EXTRA $44.12 for an "extra day." My original contract even said I had until Sun 7-29, but I didn't need it that extra day and returned the truck the same day. So now I had to waste 30 min on hold with customer service, write this review, and wait up to 72 hours for a call back. This company most likely does this to everybody and I'm sure a good portion of the people don't even realize. There is no difference between this and putting a gun to someones head and stealing their money. But they are smart because they won't go to jail if they steal this way.kevin H.
Super easy. Very convenient.Alyson B.
A little easier and faster check out system. I had to do everything on my phone because the station attendant's internet connection was poor. I had to repeat a few steps due to wireless connection issues as well. An overall better experience than the last uhaul location though.Ryan C.