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Juliann B.
Customer Reviews for Roys Quality Car Care
(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.
Overall Uhaul service is horrible. This comment is not directed at the franchise owners. Uhaul has no concern for its customers. We rent a uhaul on average every 3 weeks. I cannot tell you how many times we've shown up at locations to discover there was no truck available. We typically reserve 1-2 weeks in advance. Our business involves many moving parts and not having a truck costs us money. We have driven to NJ, 3 hours from our business on several occasions to be told no truck. While our goods were pulled and sitting in a parking lot to be picked up. Not sure what the point of a reservation is. I get that on occasion there might be an issue but 4 times in a year is ridiculous.
Bobbi M.Gas tank was not filled. Had less than half tank. No windshield fluid in reservoir. Cigarette ashes in ash tray and dash.
Michael G.Your 24/7 APP is definitely not user friendly. We spent 2 hours trying to get the vehicle. The photo downloading was a fiasco.
David B.I was charged for an appliance dolly and furniture pads that were not provided. This is the 2nd time this has happened to me.
Victoria M.Only complaint was the wording of the return. When I picked up at 5pm on Tuesday was told I had rental for 1 day and 19 hours. Got a call from the return place Wednesday that I had to have it back by midnight Thursday morning. So it was a massive rush trying to unload and return. It all got done though and we successfully moved I'm just not sure where the error came from.
Jessica W.We waited 20 minutes to get service, maybe have some one in the front being attentive of who's coming in
Jose Andres M.Have an employee who knows how to finish a web contract. Have the equipment requested in stock. Only 2 blanket available and employee did not know where others were stored.
Shirley B.Better communication and actually have the equipment rented. But not charge $7 for a cart that holds furniture covers.
EVAN L.They change you for thing you even after u returned there trucks
Tyler F.And the movers were fabulous!!!! Great guys!! They did a really amazing job!!!
SHAWN H.The staff was rude. The truck was filthy and stunk of cigarettes. I will NEVER use U-Haul again!!
KATHERINE H.the staff went above and beyond to secure my truck that i rented 3 months prior when u-haul computer system was over booking and changing my reservation
Jeb E.Original reservation was for after hour pick up on thursday night and had 5 people lined up to help load truck. Truck was not set up for after hours pick up and had to spend 1 hour on the phone trying to resolve only to be told i had to pick up the next day....made the move very stressful!
CRAIG D.Very Nice Employee That Checked Us In. Highly Recommend.
Jennifer B.The only issue is that you, U-Haul, have horrible communication regarding what a location actually carries...I needed an appliance dolly and this location doesn't carry one. Why would you allow me to select this item at this location? Get with the program, U-Haul! With all this technology, you should be able to find out what each location actually has available for the the customers.
Christina S.Nothing. Keep up the good work!!
CHRIS S.I have rented from this location many times before and was always pleased with my experience, but on the very first rental since Allen, the old manager stopped working their the experience has made me never wanting to rent from them again. The day before I called, as I usually do, to schedule a rental. This time for a 20 feet long truck and they were unable to assist me over the phone.They sounded like they couldn't be bothered or they simply didn't know how to book a rental over the phone. They directed me to use the website. The website was very easy and I booked the 20 feet long truck. On the day of rental I called to verify they had y reservation and to let them know I would be picking up the truck around 12:30t to 1pm. The guy who answered said they had my reservation and it would be fine to come in the afternoon. Once I arrived I noticed there was not a 20 feet long truck in the lot. When I asked the attendant that I spoke with on the phone where the truck was, he told me it should be there soon. He then went in the back and returned with another gentleman that said the truck was not available and had never been returned from a rental from APRIL. If they knew they didn't have a 20 feet box truck on their property since APRIL why would they not have notified me when they saw my reservation or told me when I called or figured out how to get a 20 feet box truck to their location before I arrived? They then called U-Haul after I arrived to pick up the truck to locate another truck.They found one in another town north of the locationI was at completely in the opposite direct Of where I was going and by this time I was already behind schedule. I reluctantly took the only truck available on the lot, a 17 feet long truck, which they said they would give me “the old rate†of $29.99 a day. I took the keys and gathered my supplies and workers and walked to the truck.once at the truck the company owner, Roy was berating his employee for not cleaning out the back of the truck. I told Roy that I was late and didn't have time for him to sweep out the truck. ( the truck only had some loose change and lite dirt on the floor of the back of the truck) He told me I could not loud my equipment in it until the truck was swept out, but instead of sweeping the truck with the push broom he had in hand Roy continued to tell his employee the proper way to put a moving cloth in the bag in the truck and what to do with the cardboard in the bag. I told him I would sweep the truck out. I did a quick sweep of the dirt and loose change out of the truck to satisfy Roy, but he didn't like my attempts and said he needed to sweep it out correctly. Again I protested and told him it was not a big deal, I started loading my equipment and he took my equipment out of the back of the truck, a moving dolly and hand truck. I told him he was making me late to my appointment. As he removed my equipment from the truck he yelled and told me he didn't care if I rented his truck and that if it wasn't swept and prepared properly I wasn't taking the truck.I didn't have time to deal with his tantrum and just let him sweep the truck. We loaded the equipment in the truck only to find that the cab had not been cleaned either .It had someone's mask hanging on the shifter and some type of sticky substance in the cup holders. Upon returning the truck they asked me if the 17 truck ended up working out for me, I told them no. First they made me late to the moving job I had scheduled with a new client. Then because the truck was smaller than what I needed I had to make two trips instead of one which made me late getting all the stuff we had picked up delivered to the drop off place. This made me have to keep the truck overnight and unloaded it by myself the second day without the aid of the employees Ihad the previous day because I had already scheduled them on another job and was not going to mess up a second days schedule because of the incompetence of the U-haul place and their owner to use common sense.If you don't have the truck that you know is scheduled to be rented call the client and let them know so they can either adjust their plans or find a U-haul place that has the truck. The added disregard by the owner, Roy, to even show his client any respect or value for their time is appalling. I will never rent from this location again.
Clint R.The cab had trash and debris and the back had bits of brush everywhere. It should have been cleaned. I was also charged a cleaning fee even though I didn't make the mess.
Russell S.why did i get charged $49 when i only had the truck for about 2 hrs. and i filled the gas tank up instead of 3/4 of the way. and then you tried to charge me another $9.95 at around 7 o'clock .it's not bad enough you charged me $50 reservation fee .so to rent that pick up for a couple of hours you charged me a total of $109.90 for a rental that was supposed to cost $19.95. and i did not go 40 miles. The cab of the truck looked like someone walked in the woods and drug dirt and grass inside it. i didn't clean it because it was not my mess .but i did wash the bed out in case there was any dirt from my use
sandra K.When the hours say that the place is open, be open. I dropped off the truck Friday evening , the hours said they were open. When I got there, they were not open. Did not want to drive the truck more then I wanted to, so left truck there an dropped the keys off. I dropped keys off before I realized that I had to check the truck in, online before dropping keys into drop box.
Renee M.I'm not happy that I received two bills. First invoice was correct. Then I received another invoice for more money. WHY?
EDWARD G.I dropped off after hours
Midori R.The driver's side would not lock as the locking mechanism was not secured in the door. The location informed me that someone had tried to break into it. There was also broken glass in the truck box and on the bumper.
Megan S.The Staff at Roy's Quality Car Care were very helpful and friendly. Without any reservations I would rent from them again
BRIAN S.I would not recommend this place at all i returned the truck and they called me for two days asking where it was.
BRITTANY S.I was told that the fuel tank was 5/8 full and after I was on the road for about 10 minutes I realized it was 3/8 full. When I got back I had filled the tank to a little over 5/8 full and let them know if the situation. They just said, sorry you should have called in and told of the situation. Well I just said oh well. The people there should check the truck a little better and not guess what should be in the truck. I will go to a better place the next time. I liked the truck and I will be renting again soon.
Robert T.I do not have any comments that would improve, except for associate to tell where to put truck after returning. The whole experience was excellent!
DARRYL C.They were so rude to me I had to call the police
Danielle Y.I dont understand of you put the gas back into the truck why you do not get the mileage back. It was on 1/2 tank and I filled the tank back up to 1/2 tank and was still charged 39.50 for mileage. Thank you.
JACOB P.The Manager was Rude, Condensing and behavior was unacceptable. I would never ever use this location for my Uhaul rental needs again. I had the worst experience at Roy's than I have ever experienced in many years. Very Poor Quality Customer Service.
ANDREA S.Very friendly with good customer service. In and out fast and they made the rental easy.
TERRY B.Drove the rental 12 miles and was charged for 4 gallons of gas at $4 per gallon - nice touch
Andrew H.How dare them charge me for the fuel when it was not returned empty. There was more than 1/2 tank in there. In a previous reservation made from this SAME LOCATION they rented me a damaged van with an empty tank. This time the van was FILTHY on the outside and inside plus i took the time to clean the seats that were covered in dog hair from the previous renter. Not only should you refund me for the fuel charge but also credit me for taking time to cleaning the seats!
JULIAN B.make sure truck is clean
Ray H.Truck was not cleaned out when I got it...
Tracy M.The light for changing oil stayed on whole time. The engine shifted gears hard
Lisa S.They waited over a week to change me and add milage to the truck
Michael P.The cargo trailer we rented was dented and had a sticker as replacement for one of the reflectors. The brake lights and directional lights works, but as it started getting dark we discovered that the running lights did not work. We had to drive with hazard lights on so other vehicles could see us. We called roadside assistance and were told it was our responsibility to change out the fuses since they couldn't find anyone to come out to our location. I will use other companies in the future. Very unhappy with the condition of the equipment and the company's lack of concern for the safety of their customers.
BRIGET T.Alan was fantastic, super helpful, easiest rental transaction I've ever made!!!
Roxanna G.Let the Maugansville location let people know to call them when they don't have the right equipment available.
LLOYD T.Everything as expected
Charles E.I was charged for using 90 miles on your truck when that is impossible. I only moved 3 miles from where I lived before and only made 4 trips with your truck. Stop speeding up your odometer to rip people off
CASSANDRA R.They stop by pick up the U-Haul they were very friendly and very excellent customer service and I will let my friends know to go there I gave them five stars
michael M.Keep the same good customer service. Mr. Allen was very helpful.
BOURAIMA O.i was talked into spending probably approx $75 more than what I needed. The person I dealt with had difficulty looking me in the eye and was did not seem interested in customer service. I had to walk up a hill to retrieve the truck, then drive it to the office door to load a appliance dolly BY MYSELF while several men stood and WATCHED onto the 15 ft truck (that I didn't need). As a senior WOMAN, this really got my ire up.
Susan M.Price. Advertised for $19.95 and yet it was actually $79 rental charge.
Scott E.Everything was great. Nice and flat and on pavement.
paul S.I wouldn't know if the equipment was clean or not because it wasn't there for me to pick up when I had my 24/7 service set up - the key was missing from the lockbox so had to go to a different location to do the pick up. Horrible service.
RoseMarie D.Being on time is important to me. I was told I could pick the van up at 7:30 but they don't open until 8 am.
TELITA W.When we arrived the furniture Dolley that I requested was not available. The price had changed dramatically from what I initially ordered. I misplaced/lost my phone - Thinking it may have been in the u-haul I rented. The gentleman who assisted me was more than helpful; But I have yet to find out if in fact my phone had been turned into this location (Hagerstown, MD)-
Annette W.Everything was great and went as expected.
Kelly H.The merchant at the location was not helpful at all. It took me almost 2 hours from my scheduled pick up time. Also, the pick up was muddy and dusty which I reported it prior to taking the pick up. Once I returned the pick up I reported the pick up needed cleaning little did I know to be zapped with a $25 fee.
Zuleika M.Upon picking up the U-Haul, the check engine light was on. It was immediately checked by the pickup location, and deemed “fixedâ€. but before reaching our distinction, it was on again.... causing tremendous anxiety during a 7 hour move. Employees at both the pickup and the drop off locations couldn't have been nice!!!
Michael F.Rented a pick-up truck for some local projects. Used U-Haul app for rental and return. Process was quick and easy, and price was very reasonable.
Frank C.Outstanding service wonderful customer service
Ronnie H.I ordered a dolly, there was no dolly. I order moving pads and there's no moving pad. Paid for things that weren't given.
Aaron G.It was convenient to my location and they processed the return quickly. Their lot is confusing and could use signage to direct a customer where to park, etc.
Darry C.We were a few miles over the limit and was charged .39 cent which is ridiculous.
Daniel S.Truck was very dirty inside and smelled of marijuana very strongly
Devin S.