★☆☆☆☆ WORST EXPERIENCE OF MY LIFE WITH U-HAUL I honestly don’t even know where to begin with how unbelievably awful my experience with U-Haul was. I rented a truck on Tuesday, loaded it on Wednesday, and then—because life happens—I lost the key. Annoying, sure, but I did exactly what U-Haul told me to do: pay $350 for a replacement key. Fine. Whatever. I paid it. And then… nothing. For THREE DAYS, U-Haul left me completely stranded with a fully loaded truck I literally could not move. They didn’t deliver the replacement key until FRIDAY at noon. Let me repeat that: three full days to bring me a key that I paid for. Now here’s the part that is so outrageous it’s almost funny if it weren’t so infuriating: My truck was due back Friday at 10 a.m. How exactly did U-Haul expect me to return a truck I DIDN’T HAVE A KEY FOR? Telepathy? Telekinesis? Should I have invented a time machine? Because unless they expected me to magically open and drive a vehicle without a key, returning it on time was literally impossible. And their solution? They charged me for TWO extra days. Two days that THEY caused. Two days where I was stuck doing absolutely nothing, unable to move, unable to drive, unable to return their truck—all because they couldn’t deliver the service I paid for in a remotely reasonable time frame. This isn’t just bad customer service. This is incompetence mixed with total disregard for the customer. I paid for their delay. I was punished for their failure. And not once did anyone show an ounce of urgency, responsibility, or even basic common sense. I will never rent from U-Haul again, and I’ll warn anyone who will listen: if something goes wrong, U-Haul will happily leave you stranded, blame you for it, and then charge you extra for the privilege. Absolutely unbelievable. Avoid U-Haul at all costs.
ALEXIS J
Customer Reviews for Pawn Royale
(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.
The truck was clean looking, but the windshield wipers made visibility worse when they were on. I had to turn them off and just deal with the rain. I also was told the truck had 1/2 tank of fuel and my paperwork indicated I hade to return it with a half tank. In reality, it had 3/8 tank. I am not sure exactly what the issue was with the truck when I got it, but it seemed to be running in at least 6 of the 8 cylinders. I got single less that 10 MPG with the truck empty on the highway. When I put fresh fuel in the truck, it suddenly started running smooth and used about half as much fuel. This was not the best experience I have ever had with U-haul.
JOSHUA WMake sure everything is working well with the vehicle. I couldn't pump gas in the car do to a filter in the gas tank not letting gas through. I waisted more gas on the ground then in the tank.
Sonja BEverything went well, no hiccups. So excited about that. Was really glad the air was working!!!
SHARON CNot open. No help. Used app to check out and drop box for key.
Greg CThe rental went exceptionally smoothly and had no issues whatsoever! Go U-Haul!
JAMES KThere was no ramp and the self service option while convenient was very confusing in the sense that I didn't not get any instructions on how it would work or a phone call the day prior that I was told I would receive. The building itself it fine and nice. The process twas not
Emily FThe person was surly and unfriendly. no customer service skills at all. It seemed I was an inconvenience. The place is kind of scary. Pawn shop. Big dog.
MERVIN PPicking up Uhaul was a breeze and convenient
Laura LI only used uhaul because I had to, they have fucked me over so many times I don’t think they deserve a good review (at least in Tuscaloosa and northport)
JOSHUA TNeed to have a better entrance for Uhaul customers. Very hard to find entrance.
MATTHEW HTERRIBLE customer service. Was told to deliver the truck before 9:08, as that was the 2 day mark, and to call a certain number upon arriving because they don’t open their pawn shop until 10. I called said number 3 times from 9:08 to 9:35 with no answer. So now I’m walking around this parking lot and then the guy finally walks up—from where? I have no clue. He just holds his hand out for the keys, turns around, and walks off toward the truck. Not saying ONE SINGLE WORD. So then we yell out “everything good? Do we need to do anything?” He never responds or even turns around, just throws a hand up!! There’s even MORE to this story. But basically, do NOT use this location if customer service is meaningful to you.
MARY DThe man I spoke with was rude and unclean. I would never use this location again
CANDACE HMac was very helpful. Went above and beyond.
ANN GBad experience
DESTINY BWhy was I give the truck with 22niles to empty then required to bring it back with 1/4 tank? You charged the last guy for not bringing it back with1/4 tank but didn’t put any gas in it. What a rip off!
AMANDA CI was charged a cleaning fee, and the vehicle was in a disgusting condition when I received it. The door didn't close correctly. No one mentioned a cleaning fee. This vehicle hadn't been cleaned in years. I will never rent from U-Haul if this is how they treat their customers. I have videos to show the truck.
Gregory SEverything is quick and instructions are complete. I have no suggestions.
ALAN TThis location must be the only income this business has. Being a pawn shop was sketchy in itself. Absolutely the most nasty place.
Anita SExcellent service. Had new tires on trailer. Trailer was clean and in excellent condition. No problems. I would rent again. I would recommend U-Haul.😎😎😎😎😎
BRENDA BIt only worked because abuse it was my last option
Gabriel TIt was all good
THELONIOUS PThe a/c didn’t work
Michael RThey truck I was given was much larger than the one I booked and it was muddy when I picked it up.
Maxine MI booked five months in advance, a 10 foot truck as I wanted to ensure we had a rental to move from Alabama to Wisconsin. Within the week of rental pick up I received “ free upgrade “ to a 15 foot truck. I did not want a 15 foot truck to drive that distance and we didn’t need the space. I don’t know what the extra gas cost was, but we needed to purchase extra tiedowns. In addition, the trucks driver side door did not shut all the way, so there was a gap which one probably is not safe and two was very noisy. Very displeased with customer service. The pawnshop pick up in Tuscaloosa was disgusting.
AMY RNot charge me with false and absurd fees. 58 dollars to fill up the gas tank 1/4 of the way plus a 30 dollar service fee. 24 dollars because of unfolded blankets. Ridiculous. Until this is made right I’m never using U-Haul again
William Fvery friendly and the cleanest UHaul we've ever rented.
AMY RHad mobile drop off. Didn’t see a person during our drop off. Location was hard to get into with a 26 ft truck.
Drew Eneed to clean up parking lot of garbage all around building. worried there may be glass or nails. Otherwise quick well locat d drop off
Maureen ESomewhat Difficult to get into with a large truck. Trash in Parking lot could be picked up.
Mark BI had no help in hooking up the uhaul trailer, the staff said we don't do that.
ALFONSA RNothing
WILLIE NThe attendant met me outside and closed out the rental. Quick and easy!
Jil TDropped the truck off before 4:00 on time the day I was told to drop off . Nobody was there so I put keys in drop box. They charged me for an extra day and after hours fee?? I want my money back. This is not a valid charge?
KEVIN CBetter personality of staff, non smoker trucks, a working web site or better yet no website at all. No contact or limited contact with knowledgeable, experienced, and respectful customer service personnel being replaced by cold impersonal computers is not a step in the right direction or upgrade. It's NOT faster and easier, instead it's frustrating and NEVER answers my questions.
CHRISTOPHER WAlways get very good service at this location.
ALAN TIt was a little difficult getting the key out of the lockbox.
Nadia LEasy return through the app
Christy MGreat customer service. First time to rent and drive a U Haul. The sales clerk was very nice, helped me decide the size I needed and explained the rental process. If I ever need a U Haul truck again, I will certainly check with this business.
MARTHA KKeep barking dog out of door. Some people will be scared away from business
CHARLES HThey came through when the Skyland location dropped the ball, not once, but twice on our reservations. Thank you.
SHANNA PHygiene level of the truck can be better
CHANGKI KThe cab was clean but the ride was exceptionally bumpy. It was very rough. Should check the shocks.
KENNETH DMake sure the key is where is supposed to be, mine was not there, the place was not open yet and calling Uhaul help line was no help.
Jon GVery good
Ben MConvenient for dropping off, but desperately in need of basic upkeep and landscaping.
Nathan Dtires were covered with dry mud, right passenger lower mirror busted, the main passenger mirror was missing the adjustment screw and position at it's lowest level which was too low for safety to view out that side,
Joseph CGreat Customer Service
Brad JIt was pretty dark in the parking lot but other than that, there are no complaints.
mia wThis place is a former pawn shop which has been closed for some time. There is no personnel at the location. The place is overgrown and desolate. It certainly does not look or feel safe. And I was charged a cleaning fee and an after hours service fee. There are drop boxes readily available for key deposits in case of after hour drop-off. I have used such drop boxes just within the past 2 months without occurring an after hours service fee. I made pictures of the truck that I personally cleaned before turn-in. It was clean! I would certainly like to have contact with details from u-haul about those two charges.
SAMUEL RPickup was quick and easy and the tow dolly was in good condition
Phillip DRented a dolly not sure if it was the tires or rim it bounced like crazy empty and it Vibrated my whole truck with the load on it told salesman he noted it
Robert GVery easy to pick up unit. I had to be switched to this location at the last minute. It did hurt me on the mileage and gas since the truck was much larger than i needed.
James N