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Kenneth Perkins
Customer Reviews for OTM Rental
(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.
We did mobile pick-up, but we could not find the truck until we contacted customer service and were told that it was parked in the back of the building. There were no signs or anything to indicate that there were trucks parked in the back. It was frustrating.
Courtney ElledgeWell the truck was not ready to be picked up the night i went to get it. That is despite me making the reservation 3 days before i planned to pick it up. The next morning when i did pick up the truck the person working up front was professional and able to happily help me. I was not offered anything for the inconvenience of having to come in 12 hours after my pick up other than 'I'm sorry the other person didn't do their job properly" I am probably going to go to a U haul center next time even though its not convenient. I'll give it one more try before i switch over to Penske.
Quinton RobertsonBox truck was not swept out and had dirty mulch in it.
Terry AndrewsI like the Mobile app better for the truck and return the truck because I had more gas in it than it was in it when I picked it up.
DUSTIN SMITHThere are a lot of holes and lag in your app. Need to do more testing and get this ironed out. The workflow is not smooth and is very confusing when it freezes and tells you you did something wrong just for it to approve you 30 seconds later of whatever you are doing. Also the UI is very misleading when the clickable elements are regular text and not bold shaded buttons.
Darren AndreDavid was on site and made the rental a breeze after some issues with the times on the reservation.
Claudia SchneiderI was charged for equipment that was not provided. There was no mention of a refund and I was charged as if everything was accounted for. The space left to park the vehicle was too tight. It was the most tedious task that could’ve left me liable for damages.
Darion BlakeI was over charged or my credit card 100 instead of 62.80… the car I rented was already checked out do took a long time to get my U-Haul. They system was down so had to do a new booking at the store
Omar HeneidiThere is no AT&T cell service at the location. As a result, we had to keep driving to a service location to submit information and then return to the vehicle, resulting in 30-40 minutes to pickup/drop off. In addition, the dolly and cart requested were not in the vehicle. We should be refunded those charges. I will not use 24/7 again. It was a very frustrating experience. With that said, the truck was in hood operating order.
Michelle AndrewsWe had the best service ever. Zac could not have been nicer, helpful. Just a stress free experience
Dave BoyerQuick and easy.
Tyler WhiteDouble check what customer needs as far as booking. There was no dolly, but I had an upgrade, but we never use it and I didn’t receive a refund. Otherwise enough, the staff was very friendly and professional and trying to do their best when they’re busy.
Brenda DArcyOTM was fantastic. Ken really went above and beyond to explain the process and help me in the future. You need more drop-offs like this!
Teron GriffithSlow customer service it a bunch of additional fees
Alejandro Vasquez MartinezDrop off location gave more information that the uHaul office itself
Awais ChaudryNo proper sign displayed due to restriction supposedly. I was not easy to find the place - the staff were excellent
Issayas YonaLocation: there were no signs indicating where the key box was. We walked around and found it behind an obscure wall next to 2 unrelated companies. Can you please have clear signs for future renters? It will save time driving around / guessing where to locate the keys. Equipment cleanliness: the van interior and exterior looked clean and well maintained. I will recommend this location to a friend if they put better signs around. Other feedback: the customer service was probably on par with the generally below average service you get when calling Verizon company. Got passed around 3 times (1 time was with an agent in Florida and I'm in Virginia), one agent didn't know what the process was. I would recommend their call center manager / director to be replaced or better train the front line customer service agents. I was on the phone for 30 minutes which ate up into the moving time.
Shaina Williams👍
Lin TaiI was not told that if I turned the vehicle early that there was going to be a $20 extra fee. So kinda disappointed with that. I turned the vehicle a day early and I get a few added to my bill. I did receive a text asking if I would turn in the vehicle on time the next day and I replied that I would turn it in on Sunday at 8:00pm. I was doing a good thing!!! I even turned in the truck with more gas than what was in there when I picked it up. So not happy with this experience
stamatis SmeltzLocation is new so office is still working on the “inviting” part.
Patricia TrailBetter instructions for returning the truck on a day when OTM is not open. I returned the truck, put the keys in the red box, and returned home to complete the return on-line. At that point, I found out that the only way to complete the return was by using the app while I was still at OTM and before I put the keys into the red box. I was able to complete the return by calling the main U-Haul number - so not a big deal.
Scott DiezmanI had an excellent experience at this location. The staff were friendly and got me on the road quickly. The vehicle was clean and in very good condition. Will be renting from them again soon.
Adam SwanberyJim, the owner, was fantastic! Super nice guy and very helpful. He definitely understands customer care and went out of his way to help not only myself, but the woman in front of me in line. He was so genuine in his eagerness to “get it right.” Loved this location.
David VorseVery helpful, came right out as I drove up to help me check in.
JAMES BATESGood service
Mahmood RasheedExcellent customer service@ Seamless processing. Will use again and recommend highly. (Used another site before and this place is SO much better).
caryol sinwellThe check engine light is on. The driver side door does not close properly. The cab was dirty. There is a sign in the trailer section states that I have to sweep it out or there will be a fine but there was significant debris in the back that I had to sweep out myself because I did not want it to be on my furniture. Your web site defaults to all kinds of options that I did not want and had to undo to avoid additional charges and additionally undo at the pick up site.. Your website states that the truck drives like a car but that is far from true.
Scott DickinsonThis was the best customer experience I’ve had with U-Haul, when I need U-Haul again this is where I’ll go.
Clay NordhausBoth Ken and Zach were friendly and efficient. I reserved a van and upon seeing the size, requested an upgrade. Both men quickly accommodated my need without issue. I was very pleased with their great customer service.
Karyn JohnsonTerrible experience never used uhaul again in my moving needs. On top of the poor customer service the movers we hired were throwing out furniture around and broke a tv, my desk top, my tv stand, and my dresser….. MORTIFIED .
Lillie HornerVery good experience to rent an U-haul van.
michelle puFor whatever reason our U-Haul wasn’t ready for over 30 minutes despite making a reservation. Also, the U-Haul was given to us with an eight of a tank and we were asked to leave the U-Haul with a at least a quarter of a tank. On top of that, the U-Haul wasn’t clean- had a opened plastic water bottle.
Ryan BachelderNothing...Was great Customer Service!
THOMAS PLEASANTcame after hours, but it was a little confusing where to drop off the U-haul since there were other Uhauls parked on the other side of the building and not out front.
Arundhati RajpurohitThe truck is old and smelly, a/c is not working. Felt like the truck gonna broke down on the road.
Nam Nguyenbetter customer service and better trucks and cleaners that man was rude and lazy....
April MocanuBEWARE. I was charged a "cleaning" fee, even though the only thing left in the truck was the dolly and pads that I rented from this company. I was charged a gas fee even though I provided a receipt for 1.22 gallons for a 14.2 mile trip. Total price increase of 50% over what I agreed. I understand business, but predatory practices are not acceptable. I will file a complaint with U Haul and the State Attorney General of VA. I assume this is common practice since the "service" voice mail account is full.
David GerlitzThis place was super clean and the guy at the desk, Zach I think his name was. Was extremely nice and very helpful. I would definitely recommend this place to anyone.
Theresa RobinsonYou are awesome
James ReedThe fuel tank was not completely full but was mentioned on the form that it was.
Ritu KaushalHad trouble with mobile drop off. Locked out before I could get key and finish drop off procedures. Mobile pick-up and drop off needs to be better. Didn't work like the demonstration videos.
Keith KleinhansNothing
RONALD WONGI loved all processes with uhaul, it was such a helpful for self movers at cheap cost
Unensaikhan BatboldCustomer service rep was knowledgeable and helpful. Super friendly. Will definitely rent from this location again. Improve for next time is have more sizes available.
ROBERTOAMILCAR BENITEZFront desk staff - excellent service
ERIC CRUZI was given incorrect information on any additional insurance coverage prior to getting to the store. it was a significant increase in the cost I was given. Having the right information before would have been better.
DONALDALAN SIMONWe spent two hours at the location to get the truck. All the tutorial online was not working. The app and the web has no response at all for picking the truck. We finally found a customer service number and their staff helped us reset the time. It was so confusing. Then we spent another half hour to look for the key locker. I was exhausted and the mess just ruined all my schedule. I will never come back for this store.
Li Zhangthe online cost is shown to us as around $60, but the real invoice received as $110 + $46, is this a Joke, Why you are not showing what we will pay when we accept the service?
ADEM SANLITURKI dont think the extra day charge was this locations fault. His paperwork said my equipment was due the day after i actually returned it. It was uhauls fault entirely.
staphanie rushWhen I return the truck the app was not working. With no one to talk to, I spend a lot time and still not working. This was the second drop off location. The first drop off location was not doing U haul stuff for 2 months but I was instructed to drop off there. End up waiting for customer service for a long time try to find a different location. I waste 3 hours try to drop off the truck.
Shih-houng YoungThe truck was very old, but it did work perfectly.
JULIANA DROLHE MONTAURY CARNThe process of dropping off the U-haul was a terrible hassle
ANGELA AKINSITANn/a
ALEX KALEMWAYour U-Haul website is very unfriendly & difficult.
PETER KANAKARISAll was great Service, but left wiper blade separated from arm during rain. I got it reconnected at a Service Station.
Teddy Crawford