Customer Reviews for New Smart Mart LLC

Truck needs an alignment. Customer service was excellent

I made an online reservation on Monday Feb 25 for 26 foot truck for pick that Friday Mar 1 at 6:30 Pm. I gotta a conformation text the day before to remind me and let me everything was good. When I arrived at the location I was informed that they did not have the 26 foot truck I had requested because it was supposed to be returned the day before but wasn’t. They then explained that it wasn’t their fault that the truck hadn’t been returned by the other customer. They didn’t apologize, didn’t care about the issue, and said they only had a 20 foot truck and would I like that. I was forced to take it as I was moving that night and leaving the next day. I asked them why they hadn’t called me the day before when the truck hadn’t been returned to let me know so I could try to find another 26 foot truck and looked at me like a deer in head lights. I had to take a smaller truck because they screwed up. do NOT use this location there are several other U-Haul dealers in town, the airport location is a half mile from this one, I recommend using them instead.

The truck didn't have a ramp or a dolly to haul away big furniture.

I rented the van to go less than a half mile away to pick up a work out tire. The tire didn’t fit. I drove back to the Uhaul facility (less than a 5 min drive) the clerk wouldn’t swap out the van, wouldn’t give me a discount or a refund and wanted me to pay full price to rent another truck to drive 5 mins away again. No thank you!

We were overcharged. The website reservation said $19.95 for the 6 hour rental, and $.29 a mile. The total should have been about $100. We were charged over $140; and add insult to injury, they put that incorrect charge through 3 times! We had to finally contact Capital One for resolution, as neither the store owner or district manager would rectify the situation. Bait and Switch and incompetence!

The store clerk was running around without his head. I felt bad for him but it took over an hour to get the computer to work. Definitely a problem with U-Haul not the service attendant.

Check in was terrible. They had to redo the reservation. Equipment was outdated. Store clerk went out of his way to do good.

It was difficult to understand this representative when he was speaking to me. His English was poor.

The clerk there apparently was not properly trained and she told me that. Once she found my reservation she had to call her boss to walk her through the rental process. I found that odd.

My only worry was when I rented vehicle employee was so busy with customers he had to leave the store unattended to assist me which made no one comfortable.

Not enough staff to complete transaction in a timely manner, the one person was also accepting cash for gas pump sales and in store purchases. They did not have the ability to actually process the pick up and so had to call the owner and relay information.

Gas station not prepared to address uhaul needs. The guy behind the counter called the owner who I then had to talk to for a long time trying to get squared away. Then I was asked to pass the phone back to the guy behind the counter who went to check what they had. They didn't have what I ordered (Pads/Dolly). It took forever and they didn't know what they were doing.

I requested a pick up near my house and you guys made me pick up in a different location which resulted in more miles and time out of my moving day.

Everything about my pick up was a Nightmare !! When walking in and letting the woman know my purpose she immediate looked confused and called her manager (mind you I spoke with this woman 20-25mins prior to confirm the truck was ready) she eventually spoke with her manager who then explained to her what to do to get me the truck , all is well from what I thought. She takes my license gives me the keys I ask is everything ok and she said no my manager needs you to give him your card number over the phone . So I’m clearly not doing that I haven’t seen your manager in person i don’t know him so I ask to pay in the store another employee says no the system is down ? I ask can he restart it he says no it won’t work , ok so how am I supposed to pay for my truck he says I have to give his manager my card numbers . So I call U-Haul I had great help there my representative Julie allowed me to pay on a recorded line which was a little better . She then asked me about my experience and I told her everything that happened , she asked to speak to the employee about the system and he told her the same thing it’s broke she questioned it how long has it been broke when did it happen etc etc , long story short the truth finally came out by the employee apparently the store was robbed and the thief stole everything laptops and the system we would pay for the truck . I don’t know hut after this I’m damn sure not giving you my card information. My reservation for my truck was for 1:15 I did not get my truck until 4:30pm I am very disappointed for I have rented in the passed and never has any issue this unprofessional this caused a lot of issues for my day I hope this does not happen to anyone else I am sure a lot of people will discontinue their service if they have to experience what I did

The truck was only half full of gas, and the pick-up location was a convenient store/gas station where truck rental was a distant sideline. Contract was filled out with the manager over the phone.

Wish there were more trucks available and "reservation" rules actually explained, in detail.

The representative tried to get more gas out of me,even though I proved him wrong

It seemed a bit unprofessional, I did everything over the phone.. I didn't get the proper paperwork I needed until I had to go to an different location to pick up my trailer. Pretty inconvenient all and all since I was told 3 different pick up locations and was told where I picked up the trailer that someone originally canceled my initial order hence the crazy run around. All in all, uhaul is a trust company for its equipment, not gas station attendants who happen so rent out uhauls

The gentleman stated I damaged the vehicle. He pointed out ever single scratch mark on the vehicle and stated since there was not a ‘X’ sticker I did if. We are talking 10-20 marks, including gigantic dents on each side. I have photos of the vehicle prior to leaving and the marks he state are present in the photos. Further more, if I had caused the dents that he claimed, there would be an accident or police report - hey were that big.

Personnel charge me more for gas than what was actually in the tank. Also never called back to resolve my issue and then got charged again 3 weeks after my rental. Poor location, didn't know what I was talking about, would not recommend to anybody and should not be considered a drop-off location for any U-Haul

I know this doesn’t pertain to the location itself, but first of all, I got a call saying that the size truck I needed wasn’t available the day before my move. The only truck available was a 26’ one that was more than I needed and also something I wasn’t comfortable driving. At this specific location they were out of furniture covers that I had reserved online. I had to resort to using personal towels and leaving some furniture uncovered.

Have the computer system up so I can settle charges on the spot and not have your proprietor use my debit card without authorization as well as pad the bill by several hundred dollars.

The attendant was friendly and very helpful.

Charges is too much.

Charge the correct amount. I did not want or opt in for the insurance. when making the reservation I wanted an appliance dolly, per my choices on the online reservation. Did not receive one. That's okay, but I was charged for that, too. In total - overcharged by $24 + tax. Now having a difficult time getting anyone to respond to this. On hold with customer service for over 10minutes now, and no email responses. Very frustrated. May dispute charge through the credit card company. Maybe then U-Haul will respond or pick up a phone....

When picking up the vehicle, attendent wasn't available to provide key because he didnt leave it for the self pick up, Upon attendants arrival to location he demanded I didnt have a reservation and that he was going to cancel the reservation. The pick up process was hectic the individual representing U-Haul was horrible with extremely poor customer service skills.

the wait time to talk to customer service was extremely long and no indication was given to let you know the approx. wait time or how many calls were ahead of you. the pickup location was changed, and the changed again. All of the people/uhaul reps were well trained and able to resolve issues quickly and satisfactorily (once we were able to get ahold of them)

Took over 30 minutes to get truck. Seemed confused as what was going on. Also added safe insurance which I had declined and told me he couldn't remove it.

Location was a gas station and very slow with the computer to get me finished up. There were casino machines in the gas station too. I would have preferred a Uhaul location but it was the only place around where I was. The guys there while they spoke broken English were very kind and courteous. The place was very cluttered too.

Overall I was satisfied