The issue was not the location - the U-Haul app itself was non functional, the location was advertised as open by U-Haul and it was closed. Staff came in during closed hours to assist with the issues caused by the U-Haul app.
JOSEPH B
Customer Reviews for Mills Automotive
(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.
Little tricky finding the office at first, but the people were very helpful and would give them business any day of the week
TYLER PNobody was there. Dropped off using APP
ANTHONY NMy son and I had a great experience at Mills Automotive, located at 707 E Milwaukee St, Whitewater, WI 53190. The attendant was incredibly helpful, friendly, and professional. He made the process seamless by assisting with taking my son’s car off the tow with care and efficiency. It’s clear that customer service is a priority here, and his positive attitude made a potentially stressful task much easier. I truly appreciate the excellent service and would highly recommend this location to others.
STEVEN FExcellent service. Responsive and thorough. The Ace Hardware location in whitewater could not figure out how to input my reservation to the U-Haul computer systems, caused me a 35minute delay and asked others in his store how to do a reservation - I guess the only guy who knew how to do them was not there that day. It was laughable. You should send your good trucks over to Mills because the Ace people are clowns.
MICHAEL RAce Hardware in Whitewater double-booked our rental and then lied that they double-booked it. I prefer not to have political stances shoved in my face, Why I am not recommending this location either.
John GThere didn’t appear to be an office or customer entrance. The employee that helped me was fabulous. His name is Hondo.
DALE BThe app was painfully slow. It would have been nice if someone had told me ahead of time that I could get there early to check in.
ANDREW AThis location was helpful. UHaul corporation is horrible. The location deserves all the credit in the world for working with a corporation that does not really care about customer service. Corp changed our pick up location to here the night before our pick up, 25 miles away from where we had ordered the truck. This location, while was closed, happened to have someone their and helped us get the dolly and blankets we needed that were not in the truck. Again, the location went above and beyond, UHaul Corp deserves an "F". Funny thing is their customer service survey only asks about pick-up / drop- off locations, not about our whole UHaul experience.
Brian MNot too many places to park, but helpful friendly staff here too.
CODY CEverything went well.
ROBERT WThe employee was very nice. She did say I could drop it in one location of my choice and that wasn't the case.
DANIEL SThere wasn't a ramp for this truck.
Chuck IArrived at drop off location an hour before posted closing time and doors were locked. Called the given phone number and the person who answered was rude. Told me to drop the trailer anywhere. This left me with anxiety that someone might steal it before the business opened for business again
Emily LThe people at Mills Automotive are friendly and quickly got me checked out and ready to use the U Haul truck.
Deborah JBoth places in fort Atkinson acted as if they owned the trailers and did not want them to be a one way trip. First place I reserved in person to go back to pick up and be told no they own it and did not have one for me to take five hours north to second place acting as if why are they letting me take it after reserving on line.
MICHAEL RChecking in and out the rental on the phone is a pain. Not too happy with that service.
Ramon RExcellent service; knowledge and care. Took the time to go over things throughly and answer questions. Available after hours.
Kandace KNeeded a heads up on the return survey / process. Had to come back to finish the drop off of the unit.
Dan DThe u haul was extremely rough and bumpy!!!!!!!!!
ken rTo be clear, the beginning of my review is NOT about Mills Automotive. It is about Ace Hardware in Whitewater which was my original return destination that U-Haul offered in the system. I pulled into the parking lot and should have known things weren't right when I saw no U-Haul signage or other trucks. I completed my check-in on my phone, walked up to the store and saw NO return box as I was directed to do. I went inside and found a polite older gentlemen working, told him I was there to return my key, and he looked at me like I had three heads. He said he was not aware they even did U-Haul. He then went to look for a manager which took several minutes. In the meantime a younger employee came in the door and he asked her. She looked at me, again like I had three heads, and said that their "rep" just left yesterday and they were not yet equipped to take returns. I said okay, but U-Haul told me to return the truck at this location. She then said I was going to have to go to Fort Atkinson which is another 20 minutes away. I looked at her again and said I had already checked everything in. She basically acted like it was not her problem and offered little other option. I said I remembered there was another location in Whitewater I could return to and she said "Oh yeah", but then proceeded not to help me find that location. I asked "do you at least know the name of that other location" and she said well just Google it and find it. At that point another ACE Hardware employee came up, who might have been a manager, and I looked to him for a little assistance. He said "is this still about the U-Haul" and then offered NO help what so ever. I left very frustrated and went out to the parking lot. My wife was waiting for me and I got in the car and told her the story. I started to call the general U-Haul line and got into your que which was to be about a 5 minute wait, while my wife Googled other locations. At that point we found Mills Automotive and called there. This is the positive part of the review - Samantha at Mills Automotive was VERY HELPFUL and we returned the U-Haul to her location about two miles down the road. She went ahead and called U-Haul for us, got the return changed to her location, and when I arrived with the truck she even spent several minutes listening to me vent about my prior experience. She said when she talked to someone at U-Haul they told her that it was not possible that Ace could be selected as a return destination. She then gave the person my reservation number and sure enough, it showed Ace Hardware as the return destination that I had selected over three weeks ago. Samantha was very understanding, apologized several times and went out to check in my truck. If I ever need a U-Haul in the Whitewater area, I am going straight to Samantha, and as my daughter is a student at UW-Whitewater, if she needs her car repaired I would send her there!! I am sure this review will fall on deaf ears if anyone reads this at all, but it would have been nice to have been offered a partial refund for all of this inconvenience as I did everything as was stated.
David OSite was OK for be a vehicle repair shop.
Peter Cthis location was good. But I had actually booked my truck at a different location that was a half hour away. I had a friend drop me off to pick up the truck. And then I was stuck in janesville. I figured it out, but the hour I spent was very stressful. Apparently janesville is on the same street name as the Whitewater location. When I called the janesville store to see if I could pick up the truck early. Apparently it got transferred to an 800 number and I was told sure no problem. So they changed my time for pick up, but feel to correct me that I was not picking it up in janesville. Apparently, the truck was delivered to a more convenient location for me. It is a few blocks from my home. I would not have had to have a friend drop me off and then spend a few hours getting back. No one had informed me that the location had changed. It is not the locations fault. But it wasted my afternoon and caused a lot of stress. I have explained this to others and they say it happens all the time and uhaul. Again, this location was fine, but I would seriously question if I would use Uhaul again. The woman at the U-Haul center when I looked at her in disbelief that I had just driven to a place that didn’t have my truck was very unapologetic. That was the most irritating thing about the lack of communication. It was my problem, even though it was not my doing. So I would have to say the Janesville service rates 1 out of 10
Patrice BSamantha made it happen!! She was professional, courteous and on her A game handling our last minute needs! 20 STARS!!
Carolyn MThe team made it super easy and all went well.
Craig FThe gal at the front desk was so helpful and also got me a truck to rent when I needed one the most!
BILL CThis was a political campaign office that doubled as a rental location. It was fine enough since it was closed otherwise while getting the rental but it would have been very uncomfortable if the campaign office was open.
Sean BI was there after hours and completed the drop off on my phone.
Allen MCould use a hand cart or dolly
Adena Zhad a flat tire when i picked it up
Steve BQuick and friendly service.
LISA TThe place was great the staff was very nice and helpful. The only thing I would recommend changing is the hours they say their open and the hours they are actually open. I was told to pick up the truck between 8-12 and they weren't even open so the lady had to make a special trip at 8am to meet me.
Tiffany kI dropped in without an appointment or online reservation the staff was friendly and took care of my needs right away. We set up a drop off plan that allowed me to return trailer after hours. Great service!
Douglas AThis was a easy pick up location with plenty of space to move around and helpful staff!
Emily GI pay to mush money compared to other transactions
david fThe stress we went thru, not knowing where we would have to pick it up, & drop off until day before!! You ask us our preferred, but end up having to go elsewhere. It worked out, this time. Rented a truck from Penske in July, & they brought the truck we wanted from Madison to Janesville, no problem. No wondering where we were going to be sent.
Mary RThe charges are too much.
Louis FGreat professional crew! Well done!
Charles WCargo area of truck was dirty and we had to clean it before loading. Also, U-Haul requires that the truck be returned clean but doesn’t even provide a broom. If you’re renting one way, it is not always easy to be able to clean out before returning. If I have to return it clean, I expect to pick it up clean. Also, fuel tank was half full at pick up and I had to return it the same or be charged. Have you ever tried to half fill a gas tank?
Richard LProvide better parking spot if you are leaving your vehicle there while using the Uhaul truck
PAUL WThe rental experience was very good. They handled everything perfectly and explained the process well.
Bill LPick up location THAT I REQUESTED was the full-service U-Haul in FORT ATKINSON. U-Haul changed the location to Mills Automotive in WHITEWATER without my consent. NOT ACCEPTABLE. PISS POOR CUSTOMER SERVICE ON U-HAUL'S PART. Mill's Automotive, however, once I got there, was adequate and friendly. Just not the location I wanted to pick up from that morning as it cost me an extra 40 minutes of driving time on a day that I didn't have that time to spare.
Bridgette MSamatha was great
John NI appreciated that they were able to arrange for me to keep the truck an extra day.
Jude CSeamless pick-up and drop-off!
Sherry SI specifically asked for counter rental and when I got there the place was closed, but found an employee that informed me I had to do the rental on my phone.
Laurenne AEverything was great.
Anthony CNot switch pickup location
Michael H