Customer Reviews for Pinewood Inn
(U-Haul Neighborhood Dealer)

Rating:

1.0

This was a very bad and stressful experience. We had made a reservation for a 20ft truck at Barry’s Bay 2 weeks before we were moving. 5 days before we needed to move, U-Haul called, and the main part of of one of the most ridiculous conversations, we were told that THEY CAN ONLY RESERVE A TRUCK FOR YOU ONE DAY BEFORE YOU NEED TO PICK UP THE U-HAUL, AS SOMEBODY ELSE MAY WANT TO RENT IT MEANWHILE! So I guess you need to make plans to move the day before you have to be out! WHAT???

Rating:

3.0

The whole front end of was covered in snow, and the trailer tongue and hitch were frozen to the ground. When I asked who was going to dig out the trailer, I was told that I was, as her husband was not there. This is the 2nd time this has happened. You need to train your dealers to be at least somewhat customer oriented, and have the trailers ready for pickup.

Rating:

1.0

The person that helped hook up the trailer had no clue what she was doing then told me the that everything was good with the trailer hooked up then I drove into the hwy and it came off and damaged my truck also there is holes in the front of trailer so all my furniture was ruined due to moisture and wetness, and when I picked up the trailer, it was full of snow on top of that. Something needs to be done with maintenance and big time training for the people that are hooking these trailers up because could’ve easily killed myself or a family on the highway when that trailer came off I hope U-Haul takes good look at what’s going on and fixes it before they kill somebody

Rating:

4.0

Good

Rating:

1.0

The person at reception just said she’d email me. She obviously didn’t want to go look at the truck. I got a credit card charge with zero explanation for charges… for. $190 on top of the $230 plus the fact I had to drive out of my way the day before I was scheduled to pick up the truck. Unhelpful “customer” service

Rating:

2.0

Incorrect inventory was recorded, the trailer I wanted was on site but not in digital inventory. There was only one functional wiring harness of the 4 trailers on site. This is extremely dangerous.

Rating:

5.0

nice people and the drop off was smooth and easy...thank you

Rating:

4.0

Never checked the equipment just told me to unhook it myself

Rating:

1.0

Where do I begin?? 1: original reservation was to pick up and drop off in Pembroke, On. 2: later diverted to Barry's Bay (90 extra kms one-way) and directed to drop off in Pembroke...useless to me since I had to leave my car in Barry's Bay. 3: informed rental agent in Barry's Bay that I MUST pick up and drop off at same location. I was verbally assured that would be fine. 4: signed contract indicating 3/4 tank of fuel in truck, but after walk around revealed the fuel gauge indicating 1/4 tank. Again assured by the agent that she was aware and would make correction at drop off (I have photos of odometer and fuel gauge at pick up and drop off). I had to take her at her word as I couldn't spend another 40 minutes while she wrote up a new contract. 5: rental fees were paid at time of pick up, but are being charged to me AGAIN. 6: After repeated conversations 2 with U-Haul representatives, I was assured that: - I would be credited for 64 miles (100km) for the inconvenience of having to travel so far another location. They did not do that. - that I would NOT be charged for fuel (they are charging me $137 for the non-existent 3/4 tank) - that they acknowledged I already paid the rental fee and damage coverage (they are billing me for that AGAIN). I am weary from this ridiculous back and forth and very disappointed that such a long standing company could be this inept and put any client througj this inconvenience and worse; extremely excessive charges. I doubt I will ever use U-Haul again (after many rentals over the past 6 years) as it seems this isn't just a problem with a single franchise, but apparently a system wide problem with communications and terrible customer resolution practices. I am really quite annoyed that I will once again have to get on the phone with these people when I know that they failed to honour what they already committed to. My rating today is ZERO. U-Haul has become a clown show.

Rating:

5.0

Only thing that I can suggest is that u-haul provides this location with more verities of equipment

Rating:

1.0

Still waiting for my final bill to come in so I can see it

Rating:

3.0

Just dropped the truck and put the keys in the slot. Straightforward.

Rating:

5.0

See above

Rating:

1.0

Awful service, will try find another option if I require this type of rental again. 1. Ordered and confirmed two day rental of 5 x 8 trailer four days earlier than my move date speaking directly to representative at Jack's Uhaul, no mention that this unit might not be available. 2. Was called evening before move by UHaul representative and told trailer not available because it had broken down and given only option a 6 x 12 trailer which I agreed to because no other option at the time. 3. Went to pick up the following day and was instructed by location representative that that size trailer (6 x 12) pulled behind my SUV was not recommended as it might burn out my transmission. Also informed that the 5 x 8 trailer originally ordered did not break down but was double booked and even though this trailer was still at location, they could not release it to me as someone else had it booked at 4:30. 4. Jack’s UHaul representative was helpful (Penny) and tried to find a 5 x 8 trailer still available. Only unit available was in Barry's Bay (150km round trip), so I had no option other than to take. 5. Got to Barry's Bay only to be told it was booked for one day only and I was to deliver back to Jack's at a charge of $135. Said this was not what I had ordered but told they could not change, I would have to call UHaul head office. I found the manager at Barry's Bay to be unhelpful and rude. 6. After being on hold for 20 minutes waiting for "first available representative", this finally got worked out. To summarize, I arrived at Jack's UHaul to pick up at 12:30 pm, by the time I passed by Jack's on my way to Toronto from Barry’s Bay it was 4:30pm. I had wasted 4hrs and used 150km worth of gas for this inconvenience. I have spoken to friends about this incident they told me of similar experiences with UHaul (double booking) and told me they no longer use UHaul for that reason. When people are moving they rely on the equipment to be ready when promised, they do not have an option to change the move date. It is reprehensible how UHaul does not hold any commitments and their representatives have to lie to their customer. No, I will try my best to find a competitor next time I need to rent a trailer.

Rating:

1.0

I paid with a debit card and thus had to put down a rental deposit. I was told in Kingston I could get my deposit back at the drop-off location. That didn’t happen. It was difficult to communicate with the staff, as the front desk woman had difficulty hearing or understanding me. The overwhelming smell of curry assaulted me upon entry, this is at 10 AM, and it took 30 minutes to try and get my rental deposit back. I could not. They had no cash on hand, they could not return it to my debit card, they could do nothing. When speaking to the manager at that location, and telling him what I was told in Kingston, he said “Well this isn’t Kingston”. Wholly unhelpful, aggravating, and I will never use Uhaul after this experience. I would rather hitch a mattress to the roof of my sedan than use Uhaul again. Spoiled the entire experience and I will dissuade anyone who wants to use it.

Rating:

5.0

Very friendly staff, very easy process to rent the uhaul

Rating:

3.0

There is no sign where to return the keys. I had to guess that may be it's in motel office

Rating:

1.0

The agent, accused me of not cleaning the truck box (it was in the same condition as when I opened it at my house), said I was 4 hours late returning the truck (I arranged to have it until April 1 but got unloaded early), photographed all the marks on the truck (which wasn't done on pick up) and kept repeating he was just doing his job.

Rating:

2.0

Dealership should have basic tools like a hand jack capable of lifting the trailer tongue, flashlights, and wrench to tighten the tongue down to the ball securely.

Rating:

2.0

The drop off location was closed. The key drop box is an unlocked mailbox. I did not feel that this would prevent truck theft and that anyone can take the key and steal the truck. I kept the key until someone from the location called. The key was handed to a person at the drop off location.

Rating:

5.0

Your computer was down for part of the day I rented so I guess fix your computers .) Lower mileage charges may be nice.)

Rating:

2.0

There was a problem with the online pickup. I then got the keys from someone on site. However I had to spend 30min on the phone before I could complete the online checkout.

Rating:

3.0

The pick up location is in a small town, very convenient. Unfortunately the people who coordinate and on the location are not good at returning phone calls or correspondence. That would be my only complaint. The communication is not good at all.

Rating:

5.0

The renting process was good but for the truck pickup I have to travell 200 km from location. I have booked 20ft truck 14 days before but on the day before rental they told me the truck was not available in my area and I need to go to the 200 km to pick the truck and it cost me more for the gas.

Rating:

5.0

The staff were very polite and helpful thanks again 👍

Rating:

5.0

Staff was very friendly and helpful. Very accommodating drop off point.

Rating:

2.0

No debit available and was not informed about that, had to scramble over the phone to use family member's credit card. No moving equipment available such as dollys or furniture pads.

Rating:

5.0

The gentleman who served me, hooked up and unhooked the trailer was most helpful! Thank you!

Rating:

1.0

Not the right size truck. 400 extra km to pick up the truck with 300$ extra gas, from Ottawa. Truck was reserved months in advance and confirmed by phone 5 time. 2 hours on the phone for making me run around for information the afternoon before moving to try to have an answer. Never saw such a poor client service ever. Will be public with my review on social media.

Rating:

1.0

took almost an hour to drop truck off. Guy has no idea to what he was doing.