Customer Reviews for Polens Buy Rite Auto
(U-Haul Neighborhood Dealer)

Rating:

5.0

Let me say this review has nothing to do with the location and everything to do with U-Haul as a company If it wasn’t for Mark O. This whole experience would have been an absolute nightmare. I was picking up my 15ft truck on Friday. I received a call on Wednesday that my pickup location had changed from the original location I chose to this one but Pickup would still be at 12:30. On Thursday I had a question about picking up the U-Haul so I messaged and called the number associated with the pickup location, the call was around 2-ish, and I never got a call or message back. ( Friday from Mark I learned that, that person was out of town, why wasn’t my message forwarded, I don’t know) Friday at 7:20 am I called corporate U-Haul to get my answers on picking up. The lady that answered the phone was incredibly rude, and when I asked Can the other authorized driver pick up the truck or do I need to be there? She said well yeah, he’s an authorized driver. I explain he couldn’t get the order to show on his account or his photo id to be upload she said well I’ll note the account and they can get his phone id there. Said thank you that works since SOMEONE would be there. She confirmed at 7:20 am does pick up time for 12:30 still work? I said yes that’s perfect. Here’s where the nightmare really started 12:45 the other authorized driver calls me and says there is no one here to talk to, and they still can’t sign in. I can’t get in through the app because I’m not in that location. (The app failed multiple times) I called the location number, Randy picks up i let him know we are having issues. We might need help, he lets me know he can send someone out that way, I told him I would try the app and head that way and call him back if help is still needed. At this time my reservation still says 12:30 pickup. I take my lunch early to get to the location around 1 p.m. I arrive. Start the sign-in process, it failed multiple times, would not accept my selfie 3 different times, would not take my photo ID. Finally got through that and it failed to get me the code. I call Randy twice tell him the app is failing and no one can get in, he lets me know he is out of town but he will text me his associate Mark's number and he will come out to help me. Could have been a miscommunication but I never got Mark's number so after waiting 10 mins I called the corporate number explain we have been waiting for 45 mins to get my truck it’s 90 degrees in July in Indiana with no shade on site I just want my truck. Corporate let me know that Mark is on his way he is about 10-15 mins away to come help me. Said thanks Mark arrives and the only truck on the lot isn’t even mine come to find out that truck was in town only truck my reserved truck wasn’t there yet because my reservation is for 1:45. I said no it’s 12:30 it was confirmed twice and the app showed it this morning and this afternoon, he says well on my side it’s 1:45. I look at the app and the pick up time changed and It’s now after 1:30. I had to call into work let them know I will not be back because of this issue, so I had to use time I wasn’t planning because my truck wasn’t there, with the pick up time moved without notify me. The truck showed up after 1:50 and the person dropping it off (another customer) apologized said they requested to have it till 3pm but it was Marks phone call that told them to have it back at 1:45 because he side showed drop off 1:45 Mark got it all squared away, got me my truck, gave me a discount for all the trouble. Apologized for this, It was Mark O who made this nightmare better. He had to deal with 3 hot frustrated people because the confirmation on one side said something different to the customer. Would I recommend this location yes because of Mark U-Haul as a corporation seems to be on a different communication track and the app seems to fail at any given point.

Rating:

3.0

No clear instructions on obtaining the vehicle, it says to use the lock box and there was no staff in the building next to the Uhaul lot. Also, did not receive the dolly we paid for

Rating:

2.0

I was supposed to be given a code to open a lock box to access my keys via the app. The app did not provide me with the code. The location was a 24/7 access U-Haul location so there was no one there to speak to in person. I then tried 2 different U-Haul customer service phone numbers. Neither calls were able to go through. My girlfriend tried and her calls didn’t go through either. The phone numbers you provide online are broken. Luckily the online chat helped us. When I got into the truck, it was on empty and barely had any gas. The truck functioned fine and did the job. The pickup process and gas issue was ridiculous. Please fix this for future customers.

Rating:

5.0

Assistance was quick and they were very polite.