Customer Reviews for Racing And Motor Performance LLC
(U-Haul Neighborhood Dealer)

Rating:

1.0

I chose U-Haul because their marketing and app create the impression that moving is simple, flexible, and customer-focused. By the end of this experience, nearly every major component of my reservation had been changed, canceled, or disrupted. The truck size was changed. The pickup location was changed. The moving supply order was canceled. The movers booked through the U-Haul app canceled at the last minute. The drop-off location was changed. At every stage, the burden of adapting fell on me, the customer. The most disappointing part is that U-Haul presents itself as a company that makes moving easier. My experience was the exact opposite. Instead of reducing stress, U-Haul added to it at every turn. When someone is moving an elderly parent across the state, reliability matters. U-Haul proved to be anything but reliable. The problems began before moving day. I reserved a 15-foot box truck, only to be notified the day before my move that U-Haul had changed my reservation to a 26-foot truck and moved my pickup location farther away. I understand that inventory issues can happen, but changing both the truck and the location less than 24 hours before a move is hardly the reliable service customers are led to expect. Trying to be proactive, I called the new pickup location twice to confirm my after-hours pickup. Two different employees told me they didn't know whether they could accommodate it. The only bright spot in my entire experience was a UHaul customer service representative named Liz, who immediately understood the issue and got me an answer within minutes. She was the only person who seemed interested in actually solving a problem. Unfortunately, things only got worse. When we picked up the truck, it shook so violently that it felt unsafe to drive. We contacted roadside assistance because we genuinely believed there was something wrong with the vehicle. We were told that large empty trucks sometimes shake until they are loaded. It was hardly reassuring when we were trying to begin a long-distance move. What was especially frustrating was the disconnect between U-Haul's constant marketing messages and its inability to deliver the services I had already purchased. After changing my truck and pickup location, U-Haul somehow found time to send messages asking whether I would help them out by towing one of their trailers for $50. I also received multiple messages encouraging me to purchase moving supplies, so I ordered two wardrobe boxes and paid for delivery. That order was subsequently canceled by U-Haul as well. The most damaging failure involved the movers I hired through the U-Haul app. I selected movers with positive reviews and confirmed the reservation both when I booked and again the day before the move. On moving day, they were 30 minutes late. When I called, I was told they were running behind. Ten minutes later, they canceled entirely via text message. Just like that, we were left without any loading help during a move involving an elderly parent. Then, as we were driving across the state, U-Haul informed us that our drop-off location had been changed to one farther away from our destination. Aside from Liz in customer service, who was genuinely helpful, this was one of the worst customer service/consumer experiences I have ever encountered. Based on this experience, I would never recommend U-Haul to friends, family, or anyone planning a move. They seem to have no understanding of their customer needs during a move or their industry as a whole. There are too many moving parts in an already stressful process to trust a company that repeatedly changes reservations, cancels services, and leaves customers scrambling to solve problems they did not create.

Rating:

1.0

Key was not in the lock box. Location was closed. When knocking on the door, heard a dog. Was on the phone with Uhaul for almost an hour. Finally the guy must of woke up and came to the door. Truck was dirty and sounded rough. It was a nightmare experience. The rep did call and refunded me $150.

Rating:

4.0

Not his fault that the uhaul web site was down. It took a very long time. But that's on UHAUL, not on the franchisee.

Rating:

1.0

Tried to charge higher amount then quoted. They told me there it is and did not offer to hook up trailer to my truck, which I thought policy from U-Haul was you had to hook up, inspect for safety and take pictures before leaving pickup location. No help whatsoever. If this is the only place to use I will never use U-Haul.

Rating:

5.0

Checking in early via the app worked perfect, pickup and drop off went super smooth.

Rating:

2.0

I showed up to the uhaul pick up location about 15 till 9. The app would not load as I did not have service. We tried another phone with different cell phone carriers and it did not have service either. I looked on the door, it said the shop was closed Saturday and Sunday. So I drove up the road until I had service to use the app. The app would not let me check in so I waited till 9 and it still was not coming up. I called the uhaul support number. Waiting 10min to be told they could transfer me to the 24/7 truck share department. Waited another 10min to speak to someone. They were super nice. She said If it did not work that I could not get that uhaul and would have to go to another place. I said that was not an option as I was already 30min behind. She told me to try to get as close as I could without losing signal because I could not complete the check in unless I'm at that location. So I drove until I had 1 bar and tried using the app. The app was very slow because I still was in a bad spot but I had to be close enough. By the time we was able to get the code to the box it was 10am. I kept my phone in my car. I ran to the truck to get the key and confirm the milage and gas. I ran back to my car down the road and it was asking if the truck was clean and if it had the appliance dolly. I was soaked and tired at this point because it was raining. So I just said yes and yes. At that point it was done and I got off the phone with the lady. I went to open the back to put some stuff in it before we left and noticed it had dirt and paint in the back. I also noticed it didn't have the dolly. So I got in the Truck to start it and noticed it had a thin layer of dust all over the dash and center console and door handles with candy wrappers in the handles. It was not touched since the last time someone dropped it off. I looked around. There was someone sitting in a car. I asked him if he owned the shop, he said no but the guy was inside and also lived in the back. So I looked inside. Didn't see anyone. I rang the door bell in the back. Nothing. The guy said he might have left and would be back soon. I waited and at this point was trying to find out where to buy a broom to sweep it out myself. Then the owner pulled in. I told him about the mess and the trouble and not having a dolly. He said he is sorry and would clean it real fast. He cleaned the back out and went to give me a regular dolly. I said I had rented the appliance dolly with the strap. He said he didn't have one and was only given the utility dollies and didn't know there was different ones. He said when I returned the truck he would not charge me for the dolly or a cleaning fee as the cab was still dirty but at that point I was an hour and 45min behind my schedule and did not have time to wait longer. We left. The truck needed aligned, it kept wanting to go to the right so that was very annoying. Also after noticing everyone was passing me and going through 2 radar construction zones and using my GPS, the speedometer was 4 mph under what it was saying I was going. After returning having to carry everything because we did not have a dolly, the guy came up and helped us return it because I still didn't have service. He refunded us for the dolly and apologized because he said it should never have let me rent a dolly he didn't have. He was super nice about everything. But the issues with the service and app and dolly, we were not very happy with the rental and process. The owner of the shop did the best he could but said he did not realize the uhaul was dirty. Also with that being a dead spot with more than 2 cellphone carriers it should not have been a 24/7 truck share location. If it was during business hours this would not have been an issue.