We were told to pick up the truck at the location at 10am on May 30th even though a parade was going on making access difficult. We tried calling the number listed on U-Haul's website to make other arrangements but it was disconnected. We arrived before 10am and were kept waiting until 10:10am before the clerk arrived. He said something about having to find the key to the lock box to get the key to the vehicle. We had no idea where he went or when he was coming back. Meanwhile we were kept waiting outside on a hot day because the owner of the building, not U-Haul, would not allow us to stay inside. One hour later he finally showed up to release the vehicle to us. The clerk was not wearing anything that indicated he worked for U-Haul but acted very professional probably because we did not get angry with him, (that would have made a bad situation worse). We have rented from U-Haul many times before, this was the worse experience we ever had as far as check out goes.Raymond K.
Customer Reviews for Prestige Auto Group
(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 dirty gas was in e I guess be never checked it from the last person that used it and then he tried to charge my card for a different price 3 days later but lucky I took pics of the truckKasia W.
We ordered a 26ft truck and there was only a 20ft. It was a smokers truck and had to put in $20.00 of OIL in because it was so low the alarm kept going off 5 min down the road after pick up.Teresa L.
Took key and said thanks. No receipt or additional charges. Uhaul called me a day lTimothy P.
Definitely confusing drop off location. There are two business signs with different names at the same address. The drop off is at kool auto parking lot which is also apparently prestige. Closed on sundays so not great for confirming drop off location for someone on The weekend. Super grimey parking lot and building from the outside, glass in the parking lot, pot holes, trash lined up along the building where you drop the keys in the box. I was honestly unsure about leaving the truck there. And after using the app to drop off the app crashed at the last page where it tells you where to put the keys. So I had to call the Fredericksburg location to ask if I closed out the rental correctly.Philip F.
i rented a 15yard truck atv price of $23.95 per day.returned in within the alloted time drove the truck approx 15 miles. I checked my receipt and my bill was $120.24/ the price is outrageous.Never use your services again/ Melvin Wilkins Portsmouth Va.Melvin W.
We had ordered a dolly and it was not in the truck and we had a hard time locating the key.. it said it was in the back of the truck but it was under the front seat.Ben J.
Thanks for making my moving experience a pleasant and peaceful one. Hoorah!Ellis P.
the cruise control did not work on the truck that made for a long dayLEWISJERRY G.
Customer did not leave a comment.Calvin B.
Customer did not leave a comment.MARIAGIOVANA L.
First off when I picked up at the location no one was there to assist me, I did the online check in and followed the steps and hooked up and left by myself, several hours later I get a call asking about my reservation and how I shouldnt of just taken it and that I was not on contract. I already had the trailer for 3 hours and was loaded up already. If I didn't need the Uhual right away and the time I would of requested a refund right then and there for the rude customer service and the ill customer supportBrady A.
Customer did not leave a comment.ANTHONYORLANDO M.
They need to get paid more their service excelledALLEN V.
Customer did not leave a comment.grant A.
Customer did not leave a comment.JOSEPHINEANN R.
Very convenient location in Portsmouth if you can do it all yourselfRobert B.
Customer did not leave a comment.HAROLD G.
Had a hard time finding the turn in area. Serviceman was very helpful.CHARLES M.
Customer did not leave a comment.CHARITY N.
Customer did not leave a comment.STEVENT D.
Ensure you match customer's expectations with what the business can provide. I'd requested a 9 a.m. equipment pickup time, and was matched with a business that opened at 10 a.m. Also, better markings for the business would help reduce any possible confusion for future customers. It would also be nice if ALL the additional equipment (pads, dolly, etc.) were actually available and ready to go. Moving is stressful enough. These are the little things that make big differences from the customer perspective.Kenneth G.
The reservation process and drop off process online did not work well. I have called Uhaul several times to try to correct mistakes made in my reservation and each time the wait was near or above an hour. Then the person I talked to couldn't help me. What should have been simple was extremely frustrating and disappointing that online tools for simple transactions. I have rented from Uhaul many times and it's gone fine, but this was a very poor experience.scott N.
Customer did not leave a comment.Thomas C.
Customer did not leave a comment.LUCIANWILLIAM L.
The guy was very rude and never called me back. When I called he was very short and end the conversation saying he would call back but never did. He also was not present when I dropped off my truck so I was not able to ask question which is why I had to call a few hours after I left.JENNIFER J.
Customer did not leave a comment.Tony S.
Well I never even received a call back that the truck was checked in,I returned it the same day that I rented it only for a few hours to go very very short distance and I never got a callback or any of my refund that I thought I was entitled to....MATTIELAUERNE M.
I had a reservation for a 15' truck and it was nothing there!!!! They said I could wait until 1600 to see if one will get returned. No trucks closer then 60 miles away. I had to opt for a 12'x6' pull behind. I would like to see a 20% refund for my troubles that were caused by not having the original truck there!PATRICKJOHN H.
Customer did not leave a comment.Leigh G.
Customer did not leave a comment.TEDDYDEAN H.
Getting to the office was a bit of a challenge as it wasn't very well marked on the secondary door, but the rest of the transaction went well. The cab of the truck smelled straight like smoke / ashtray and had cigarette ashes on the floorboard. Luckily no one in my family is allergic to cigarettes. I'm not sure if smoking in the cab is authorized, but it shouldn't be allowed for the health of non smokers.AMY M.
Drop off was easier than pickupKen N.
Gary Hunter did an exceptionally great job of customer service. I really appreciated his can do and positive attitude to facilitate my trailer rental.ROBERTBROOKE W.
I had a horrible experience with Uhaul not the vendor. The uhaul rep called me and changed my location and gave me the wrong pick up time. The location was closed until 10 am and I had a text confirming my time at 8 am. Poor customer service experience. The guy at the pick up location tried to help me. Horrible experience.DIANA C.
Customer did not leave a comment.Amy H.
I did everything on the phone and she was very helpful. Not sure about the location other then I saw a drop box and one other Uhaul parked there. The name on the paperwork and the name on the building were different.Michael A.
Owner very friendly, but only one who did rentals, therefore waited a long time while he attended to other non-uhaul business.ERIN KATE D.
The process for checking in had me waiting 30 minutes to retrieve keys. The guy who serviced me was unsure about the process or couldn't procure my paperwork which ate into my turn in time and put me behind schedule. Other than that, the location entrance was confusing and also there were no identifying signs indoors to figure out who to talk to for the UHAUL stuff. Needs to be a swifter process.sydney B.
Customer did not leave a comment.SUNGAE L.
Customer did not leave a comment.Morgan Z.
Super friendlyJoel W.
Just keep providing the same excellent professional service.VICTORMATTHIAS P.
Customer did not leave a comment.REGINA S.
Customer did not leave a comment.MARKRICHARD D.
Very poor serviceRICHARDSPENCER G.
I drop off in the middle of the night have no impressionSTEVEN J.
Great customer service. Above and beyond.BLAINE C.
Had to hunt personnel down twice to get assistance removing a trailer from a vehicle.samantha L.
Overcharged and customer service was badDYLANJOHN W.
My contract had a location set close to airport , the night before Uhaul called and said it was changed to a different location , so when I got to VA I had to go to a different location , got to location no one there called Uhaul , customer service agent didn't seem to care , but did find me another location with my help . So what should have taking me maybe an hour ended up taking almost 3 hours , which put the moving back ...KAREN G.
Customer did not leave a comment.RANDY M.
Customer did not leave a comment.TY'TEANNALAMONSH P.
The guy who was in charge was 30 minutes late. He also did not know how to use the equipment which wasted more time. It would have taken longer if one of the other employees did not check on us. Also, for some reason there was no backup camera or a way to see what was behind you when you reversed, as well as the wipers needed to be changed.FREDERICK W.
Customer did not leave a comment.Gwendoline P.