Truck had no air conditioning and no sound insulation on the driver's side, making for an uncomfortable experience. No pressure sensor on the front driver's side tire.
EDWARD G
Customer Reviews for Royal Inn
(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.
I was scheduled to pick up my U-Haul at 0600. When I arrived the key was not in the lockbox and there was no one in the store. I took an Uber from the airport at 0545 to be at the UHaul location on time... this after over 24 hours of travel that started in Tokyo. Because the keys weren't in the lockbox and because no one was at the store location, I had to stand in the parking lot for 2 hours until the store opened to get the key from the front desk. However, despite the store saying it opened at 0800, no one showed up until 0815. I was exhausted and frustrated by the lack of preparation for my reservation. The UHaul personnel from the app did attempt to support but weren't able to resolve from a distance. They indicated I'd be refunded my money but it looks like I received a $50 credit. Mistakes happen, of course, but this seems like a complete lack of preparation and care for a customer.
Adam SIf you advertise you open at 8:00 am, open at 8:00 am. I was there and told it would be 9:00 am. AS I had booked movers, 9:00 am was too late. The did have someone by 8:30 am, so I was able to complete my move.
Thomas BThey don't come out with the customer to inspect the truck before we drive off or after we returned it. I also don't like the fact that I have to wait up to 24 hours find out what I'm being charged after the truck is returned . I will never use or refer this location ever again.
CATHY CMy appointment was scheduled for 8am I didn’t get my truck until 8:50 and I got ran in circles the whole time
Quiana HCancelled my order and I had to make it again Charged me for two days despite having the truck for a few hours
ELWALI AVery fast and good customer service.
JAy KCheck engine light on and no dolly present
RENATA WVery pleasant experience. Keep doing what you are doing. Thank you so much.
DANIEL BGreat customer sevice
PRINCE EOne of the worst customer service I have ever encountered. Met the Manager for the first time and he outright told me that I will not be allowed to rent a truck if I didn't give them a good review. To say he was rude will be an understatement. Unfortunately, all negative reviews about this location were on display. Wow!
Assan JTruck is always guaranteed to be dirty. Check your mileage before departure and take a picture upon drop off. Check your receipt for accuracy of mileage charged and fuel guage. Have had several issues of cleanliness, accuracy of mileage and fuel charges. A very concerning location for the average customer.
ASSAN JVery good
MIKE BEverything amazing
JUSTIN JWe didn’t end up getting our dolly or moving blankets. Without the dolly, it made our move so much longer and harder. We also ended up with damaged items because we didn’t have the moving blankets. We had already paid for both so had to wait on a refund. It was frustrating that it took multiple hours longer than it was suppose to move our things because the staff didn’t place things in our Uhaul that they were supposed to. We had minimal help which is the reason we needed the dolly in the first place.
Stephanie BBad customer service.
HAMLLET BVery fast service. Quick in and out.
MUHAMMAD KVery slow mean and the equipment was horrible I wanted a truck with a ramp they had 3 of them told me that I would have to pay for the entire new rental and gave me a utility dolly when I asked for a alliance dolly tried to charge me more
REBECCA RTruck did not have dolly or blankets in. I had to wait while they rounded them up
MARTIN CPut gas in the tank
Martin JI paid for a dolly and never received it also there was no ramp on the truck which made my move more harder And longer.
SHAWNTALE JThe U-Haul is good
Fresnel MVery helpful staff and easy to explain the process..
LORENZO PGood
DUCSON LSam and Ali are always great and do what they can to get me the best deal.
SYE CIt was a great location to pick up and drop off
RENITTA LStaff at location was rude. The truck’s engine made a terrible noise, I was worried it wouldn’t make the trip. Tires were terrible as well, when trying to accelerate from a stop, on a wet highway, the tires just spun and did not have traction. Whatever air freshener was put in the vehicle was overwhelming and gave me a terrible migraine. Overall poor experience.
KIMBERLY ILocation was clean, but truck was pretty run down. Drove 27 miles and put 4 gallons fuel back in. Took a picture of the gas gauge before and after and was the same. I was charged for two more gallons of gas on my receipt. Wouldn’t use same location again
KENNETH HExcellent customer service:). Thank You!!
Stacy EIt’s all good .
MICHAEL IThey don’t know how to communicate to customers, they having me waiting on the line for more than 45 min after hung up on me. Bad customer service
WADLET VWe ordered a dolly, got there and did a self check-in at 7am to find no dolly in the truck. We were stuck manually lifting appliances. This needs to be fixed.
Abishai IDid after hours return. Nothing clearly marked. Key return box nowhere near where trucks are to be parked and no directions leading you to it. Had to wander around looking for it.
RODERICK HFree mileage.
DAVID GThe customer services online
JAMES C9-21-24 I went in to pick up my rental truck The man was so nice and friendly. He happily answered all my questions if I ever needed another rental truck.I will return to the same location
LATOSHA PExcellent service and very helpful and courteous staff.i really recommend this place
SHEIKH ZAC did not work in the truck on arguably one of the hotter days we have had. We pre-selected a drop off location closer to the area we would be in, and the staff pick-up location was insisting we needed to bring it back to them. It would have been a 40 minute drive and wasted many miles - in hindsight this was likely an attempt to get more money with overage miles.
MICHAEL KThe floor of the equipment was hot while driving. Please, do something about it.
DARE Oeverything is good thanks Uhaul Rent😀👍
GUYVENSLEY SKeep up
Jack RThe worker was rude and added additional cost to my rental without my permission.
ASHLEY LI was the only customer and it still took 25 minutes to get me checked in (I already filled out forms online prior to arrival). I booked 24 furniture pads but they only had 7. While,driving at night on an interstate (in a construction zone with shifting lanes and no shoulder to use) it began to rain and when I turned on the wipers the windshield became completely unusable. The only reason I did not crash was by following the tail,lights of the vehicle in front of me). This vehicle was 100% unsafe due to this alone
CRAIG PThe guy at the counter called me bitches and whores. He lied and said he didn’t know how to use the $23 credit that U-Haul gave me. He said he checked the truck in and that someone already rented it but when we walked outside the truck was still there. He wouldn’t give us a receipt. He charged my card an extra $36 which is fraud. I’m filing a complaint and police report. I’ll never come back.
PHYLLICIA JWe arrived on time at 8am for check in & no one was there. There was no communication about why no one was able to check us in. We left & returned at 9am at that time there was someone at the reception desk. We had to wait another 45 minutes to get served as the manager brushed us off to attend to other things which was frustrating as we were already late. He made me get the insurance in which i did not reserve. Then I was made to pay for 50 miles when I was only going less than 6 miles round trip. Overall he was very difficult to work with as his tone was aggressive.
Raymond TThis location was very helpful and patient with me. I was upset about the bill, which was out of their control. The staff waited patiently and worked through the situation until it was resolved. I usually don’t write reviews but they really deserve a thank you!
JAMIE AThe manager and staff seemed to not know what keys went to which vehicle and had me and my party standing in the heat for almost 20 minutes unsure of what to do. The whole process took about 45 minutes just to get the keys. It was ridiculous
Susan MOffer a copy of the contract not just hand them the key
Larry JThis the best place to go. The people are so nice and great price
Jakes GService was good
Marlon NPlease have the truck I requested at the LOCATION I asked for - I had to drive out of my way to get and return the truck. Please have the CORRECT size truck I ordered - I was given a smaller truck than the one I reserved. Please BE READY for me when I arrive (when you open) - I was delayed more than 30 minutes. Please SOME LEVEL OF CUSTOMER SERVICE - if you can't provide what I asked for - then PROVIDE a REBATE / DISCOUNT at that time - this location DID NOT OFFER ANYTHING!
TIMOTHY CIt was a great experience, I got a well maintained truck. Keep the good work up!
ADURAGBEMI ACustomer service was very bad. The truck had a smell to it. And I was charged for gas and I put gas in the truck.very disappointed in U-Haul, and especially this location.
WILLIAM SGreat staff very smooth transaction no issues what's so ever
GEORGE SGood service in front desk. Thank you
Diego CGreat company
Jacksone JOverall, a very good experience. I had some concerns about the small amount of gas in the vehicle, but it was more than ample for my purpose. The check-in was very friendly and easy to do.
Michael MGood customer Service .
Vera MYour review is a little biased. Some of my responses were NA as that is an option, however you will not allow me to move forward without selecting one of the other options.
Anitra DGo over the contract with the customer and yall need to make sure that people know about the 100 dollar deposit when you make a reservation for equipment. The overcharge that I received was absolutely ridiculous.
Shaquial PSam and Ali were very kind and helped me get a U-Haul within minutes! Definitely would recommend
Boehn AI would tell everyone to not rent from this location. They overcharged my account, provided false information and were very rude. Highly unsatisfied with this experience.
Antoinette HIt was not clear where I was supposed to pick up equipment since it share space with a hotel. Also the worker was hard to hear since there was construction and vacumming and he was behind a glass wall
JACOB HI was charged over $50 for fuel when I filled up five minutes from drop off and the tank was full. I will absolutely NEVER use U-Haul again and I will tell everyone I know about my experience. The Naperville location was perfect but with being charged for fuel when the tank was full when I returned the truck has ruined my experience with U-Haul. When I returned the key the guy told me they would look at the truck and email me and what I received is this bogus fuel charge. I will definitely use a competitor next time. Horrible experience.
Brad MScary as it gets. Could not understand employee through the bullet proof glass. No instruction at all. Keep a ring binder of people's licenses which is odd at best and criminal at worst. Would have been best to have contactless pickup, but better if I could have used location I rented from. Hope I am not victim of identity theft from this!! Horrible representation for uhaul.
William C