I had made a "reservation" a week in advance to pick the truck up from the Salisbury Ma U-haul location. Called me the night before telling me I had to pick it up from this lot in Ipswich. Because it is not an actual U-Haul location, you have to use their app to check out, and return the truck. Had no cell service so it took me almost a half hour to check out the truck, and then another 20 mins to return the truck. The truck itself was more than fine. Drove smooth and gave me no issue. What annoyed me was that I was charged an extra $64 in mileage because of the location change. Customer service line was great, sympathized with the situation and issued a refund which I greatly appreciated. If you have a cell carrier other than At&t this location might work for you. Lost almost an hour of my rental due to the app issues.
JONATHAN T
Customer Reviews for S&A Auto Repair & Towing
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
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This reservation was poor across so many levels I don't know where to begin. But here goes: 1. This reservation was changedless than 24 hours before I was supposed to pickup. Uhaul changed my location that was 10 min and 2 miles away to a location that was 17 miles and 35 min away. This added an extra hour and over $30 in cost before the pickup ever happened. 2. When I did get to the new location, there was no proper signage to indicate where the trucks were located. So I spent several minutes driving around warehouse parking lots to find my vehicle. 3. It also didn't help that the location was closed. So there was no one there to answer my calls. This leads to my next point 4. My reservation was changed from an I personal pickup to a mobile pickup. This was never passed along to me until I spoke to a Uhaul customer service representative who I called when I couldn't find my vehicle. I understand that mobile pickups cost less but when I had poor cell service there was no one to help me. Logging in and uploading all my information took 15 min instead of 5. Once I had the vehicle the rental was fine. Dropp off was fine but again took a while to upload everything in poor cell service. So overall 1 out of 5 stars.
Jonathan TEasy pick up and drop off. Vehicle was clean and well maintained. A very positive experience!
James BI called before arriving there earlier in the day and there was no answer. No one returned my call. When we went to drop off the trailer there was no one on site. Fortunately, calling the main number they were able to tell me how to self-return. The trailer itself was never acknowledged as a return until two days later.
Maria RI’m being over charged. I was given a credit due to the fact that I had to drive well out of my way for a truck, which BTW I drove past another location on the way with PLENTY of trucks, but I was told there was nothing else. I gave the credit code but have not seen that reflected on my receipt or a refund. What gives? *I selected no on the location cause you forced me to choose. The location is not the issue unless they handle the billing themselves which I doubt? This location is a bit sketch though and it should be made known that it’s not a U-Haul but a trucking yard. If I were a female I would not feel safe picking up and dropping off there.
James LWhen I arrived at 2:30 pm, there was no one at the site. The driveway gate was closed. The U-Haul office was closed and locked. I had to open the driveway gate myself, park the truck inside, and find the night key deposit box. If there was someone elsewhere, put a sign on the gate or mailbox directing people to them.
Christopher HThe gate looked locked when we arrived, we finally realized that the chain was not locked and just wrapped around the gate many times. There was no one there even though we selected in person pick up on the app. we called the phone number on the building and did speak to someone around 8:20 on Saturday morning and they were having someone call us back. It is now Tuesday morning and still no call back. I switched the rental to an app pick up. then the truck I was assigned was not in the lot. I called the u-hual customer service number and spoke with a very helpful employee who had to reassign me a truck that was bigger than what I reserved but it was the only option because I needed a truck. The following morning when returning the truck, the gate was locked and I could not park the truck in the lot. I ended up leaving it on the side of the road and locking the key in the back of the truck where I could not get to the key drop box. I did call the phone number on the building with no answer I called u-haul customer service and went through the drop off process to make sure it was documented that the gate was locked and I had no other options than to leave the truck on the side of the road.
Kristi SYou should honor the original service location from the reservation. I requested a pickup in Salem where an actual person would check me in/out. I was changed to an unstaffed pickup in the middle of nowhere with very limited help with instructions on how to conduct the pickup. Also, no one answered the phone provided for the contact info for the pickup location despite multiple calls. The truck also had an error message for the tire pressure system that was always on and blocked the odometer reading, making it difficult to determine how many miles I had driven.
John B