Customer Reviews for Oswego BP
(U-Haul Neighborhood Dealer)

Rating:

5.0

Your mobile check in and check out process is horrendous. After booking the reservation, I attempted to create an account via the mobile app. Each time I was emailed the verification code and entered it to verify my identity, the app would tell me it was an invalid code, how is that when you just emailed it to me? Then, the morning of, I attempted to gain access to the website since I selected mobile check in and check out of the moving truck. I noticed in my email that I needed to have sign into my U-Haul account, once I get on site to pickup the truck. Once again, couldn't access the website because the verification code that the website was sending me was invalid. I spent an HOUR in the phone with customer service trying to figure out why I couldn't create an account. Turns out, the website added a period into my original email address, somehow and when the rep was texting me the validation code, it wasn't coming to my email. BUT before I called customer service, I was getting the verification codes, they just weren't working. Then the first rep transferred me to a 2nd rep, long story short, I had to provide her with another email address and verify who I was which in all took an hour to complete and No I'm not exaggerating, my phone keeps track of length of conversation. All of this and I haven't even gotten to the rental site to pick up my rental. Once I get to the BP gas station to pick up my truck, what was supposed to be a “QUICK” check out process was a total joke, it took me 32 minutes to check that truck out. Your U-Haul website is garbage, it constantly times out, I understand the verification process is necessary but don't sell it to the customer as a quick check in process because it couldn't be further from the truth. Having to take pictures, upload my personal information, have the website contact another person to verify who I am before I can drive off the lot… what a joke. If you don't trust who is renting the truck then don't rent the truck out in the first place and get a website that can handle the simple requirements you are seeking. Lastly… the check in process… OMG, what a total joke!!! Between being unable to gain access to the website because it timed out multiple times to me having to call customer service twice because the website wouldn't accept the pictures that I had to send in to verify cleanliness of the truck, talk about a total waste of time. I spent almost an HOUR, a flipping HOUR to check in this truck. I finally talked to the 2nd rep, told him what garbage the app and website are and how irritated I was trying to drop this truck off. He notated my issues on the account and told me to take pictures of the truck and odometer/fuel level and turn in my keys, which I did after almost an HOUR of dealing with. This experience was a total joke, what should have been a painless check in and check out process turned into a total waste of time. I spent almost as much time just checking the truck in and out as I did driving and moving the furniture that I rented the truck for in the first place. Invest and upgrade your technology or don't offer it as an option to your customer. This experience had made me never want to rent another U-Haul truck again. Thank you

Rating:

1.0

I followed the online prompts to rent this truck. When I arrived to get it, the server was down. When I called, no one answered. When I asked for a callback, the guy I spoke to said to just go inside and get the key. When I went inside to get the key, she said she didn't have the code to get it. When I called back, no one answered. I lost money paying for movers who sat at my house waiting for me to get the truck. None of this was my fault and it cost me an hour of labor for these guys. I also explained that to the person I spoke with and he said he would get back to me. For uhaul to take reservations and not allow people to get their vehicle is something I will be bringing to the BBB.

Rating:

3.0

I was charged 171 miles when I only drove the truck for 24 miles. I called the 800 number 3 times today and waited over 30 minutes each time I tried to speak with your representative. I will rate this experience horrible!

Rating:

3.0

When possible, go to an actual U-Haul location and not a place that just has trucks. The app process was unbelievably slow and there was no furniture dolly in the back like there should have been (and I paid for it). The process of dropping off could have been easy, however the drop off service in the app wasn't available until after my drop off time when I actually dropped it off an hour before.

Rating:

2.0

Actually put the keys in the lock box so you can pick up the truck

Rating:

1.0

Terrible experience.