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JESSIE W
Customer Reviews for Astro Smoke World
(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.
It was trash in the cup holders and on the floor
Robert HI made a reservation for a 6pm pick at a local facility. When I arrived, I inquired about a hand truck I paid extra to rent. The person at the store (who was more occupied with watching the sporting event on tv than actually assisting me) stated they do not have hand trucks and I would not be charged for it on the final invoice. RED FLAG #1. Upon picking up the truck, within 2 miles of the location, the check engine light came on. I immediately called the local facility and returned the truck back. The location representative said that I should still be OK with the check engine light on and driving it, immediately no! RED FLAG #2. I returned the truck back after having it for not even 15 minutes I believe. The representative at the store told me that the reservation would be canceled/refunded and no charge would be made. The truck was returned before 6:45 PM last evening, but was not logged into the system until 10:00 PM, triggered a full charge for the rental. I would assume that the young gentleman watching the sporting game that was on the TV the entire time just didn’t put it in until after the game went off. I then called customer service immediately when I returned the truck and explained the situation to the representative. She explained that if I did not see the cancellation in the system by 10 PM last evening to give them a call back in. I used the chat support this morning and was informed that there was no cancellation done on the stores behalf and the store completed the reservation at 10pm instead of a cancellation/return when I turned it back in. The chat representative stated that they would put in a dispute for management to investigate and they will be contacting me within 72 hours. This is unacceptable! There should not have to be any dispute investigation since they should’ve never been a charge. Now that money has been taken out of my account, I have to wait for U-Haul to do a separate investigation to ensure that I did actually return the U-Haul at 6:45 last evening and did not keep it for the entire time. I’m not sure if this is a logistics problem on U-Haul and or lack of customer service and inability to follow through on the stores end. Either way, as the customer I’m now being penalized for a charge that was never supposed to happen! This is the absolute worst experience I have ever had with renting a U-Haul! 0/10 DO NOT RECOMMEND
Arricka BWhen your said guarantee. It doesn't mean guarantee. You have to send us somewhere else. That is not a guarantee...
Elaina WTruck was smoking. It was not cleaned out.
Marqui CThe truck was filthy I had to ask for a broom to sweep out all the dirt and grass. The truck also had water leaking in the back The service representative was help and pleasant
Shashala MStill waiting for my payment information
richard sKeep up the same standards as of now. Kudos
Noyan OVery friendly..
Frankie TOn a major high was with a lot of customer traffic.
THOMAS YEverything it’s good
anderson sThe employess were kind, courteous and very helpful in renting a Uhaul. The service received at Astor Smoke World was terrific! I will definetely use their company again for future rental needs.
ALICE CThe young lady was nice.
Laureen MKeep smiling.
Paul M