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Alyssa G
Customer Reviews for Self Serve Lumber Co
(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.
Drove the truck 16 mile everything operated smoothly couldn't have been better
arthur sExtremely rude and inconsiderate manager (John) at this location. Had a really rough day, got the UHaul home and had to go on the side of the lawn to back in (long driveway) but it got stuck and had to pay for a tow. Paid around $550 for absolutely nothing (even charged me extra for gas on my bill even though I had it filled to exactly where it was when I took it). We were hoping that they wouldn’t be completely heartless and maybe give us a credit since we wasted our entire day waiting for the tow truck to arrive, but all we got was an extremely rude call from the manager trying to make us feel dumb and clearly did not care at all. Zero customer service skills and I can honestly say this was my worst experience ever dealing with a business. I know this isn’t how most UHaul locations operate and I rented at a different location today and had a great experience. I will continue to rent from UHaul but never EVER from the Self Serve Lumber Co. in Saint Johns. Over $700 later I was finally able to get a few things unloaded from my house.
Cameron SI'm sorry that I didn't get any names, but the person who helped me at Self-Serve Lumber was very friendly and helpful. The truck was all set and ready to go. They even took some off of the bill when I didn't use the truck for as many miles as we thought. Thanks!
Christopher HGreat service, considerate and as helpful as they could be!! Really wish I would have rented from them!!
ANTHONY LNothing it was great!
DAWN LThe not guaranteeing a truck until the night before was nerve racking. Otherwise a great experience.
Derrick OA staff member was there and available to process the drop-off when I arrived
Christopher BCharlie at Self Serve was excellent, helped me when the app wouldn’t work and got everything worked out for me so I could do a self pick up. Very helpful!
Heidi HDid not get size of truck promised, rep was rude, cost me twice as much in gas, no windshield washer fluid, check engine light on, terrible wipers(especially with no fluid), just not a good experience, as if moving isn't stressful enough.
Jeffrey LUpdate your reservation web site to make it easier for customers to use. It needs more bandwidth so it does not freeze during use.
Nancy DHours were unclear. While my paperwork said that the return location closed at 7pm on Mondays, the staff stated that returns actually closed at 6pm. Clarity would help.
Matthew DReturn app is very glitchy. Have pics but wouldn't allow me to upload. Kept bumping me out.
Matthew HVery different than the pick-up location!!
JUVA TAlthough the location itself was excellent, your App sucked! Very confusing, less than straightforward and downright annoying. I wasn’t sure if my reservation went through until the day I actually needed the dolly. Works like a middle schooler designed it. I give the App a 1.
TIM KI was frustrated that my pickup location had been moved to St Johns from Ionia the day before pickup despite having been booked several days in advance, and to have found that my reservation had been given away 3x, making it nothing less than lucky that I was able to actually get the equipment. The passenger taillight remained on whether the truck was on or not. Otherwise, the experience with all staff members was positive.
Jack CVery helpful staff at this location.
Mark HQuick and easy. Great job
Karl HU-Haul experience was excellent. I ran into unexpected issues with needing a truck last minute and U-Haul was able to set me up with a truck that was close and fast. Truck ran great! The only thing I suggested was new wipers for it.
Brooke AProcess was not as easy as normal location I use. I had to do part of the pick up process instead of them doing it. Normally do not have to do that. Gentleman complained about my setup he said never had to do that way. Almost felt like I was bothering him.
Emil WOur service was great and the u-haul was in great condition!
Mark PKnowledge sand fast. Just the way it should be.
Karl H. Employee very helpful and courteous. Recommend this as drop off site.
DAVID SIt’s close to home. Easy for me
Richard BElectronic check in and pick up was not easy. The key box was too high for me at 5’4” - I couldn’t even see the code wheel without standing on my tiptoes and barely then. And the box was hard to open and then the key chain was stuck inside the box. I went inside to get help but they said since I chose online checkin they couldn’t help me.
Samantha PVery attentive fellas that jumped at the chance to offer great service
Jacob RQuick and easy pick up and return
Robert MAssistant Manger when we checked it out was amazing. Older man when we went to check in Uhaul was rude, condescending, impatient and frankly terrible. Would not help assist and blame us the customer when we asked questions. I do not recommend this location for any customer service interaction-just pick up via phone.
Kimberly SGovern the truck speed at 5 over the highway speeds so you can pass a slower vehicle without impeding traffic for 2 miles.
Arthur MEast self serve drop off.
Stacey CTrailer was bent couldn't even use it
Tyler WService was quick, concise, helpful and friendly. Self Service Lumber Co. was very accommodating. I can think of nothing for them to improve upon.
John GCharlie is great at customer service.
David BGreat location with great people for the check in/out process
Dustin DJohn Stine owes me a couple hundred dollars for a 4x8 trailer to go to Naples , Florida and I paid 561.00 and then had a medical emergency and stayed in Michigan. I turned it into self serve lumber in Saint Johns , Michigan and John Stine tried to charge me another 400 and change. Then told me he would call me the next day and never did. The moron at Self serve lumber accused me of driving to Florida and back in the time I had the trailer saying that trusting the customer is BAD business. Of course that could have straight from John Stines mouth since the manager at Self serve lumber isn’t that smart !!
Jeffrey JInitially we rented a 26 foot truck from another location. However, in spite of great customer service over the phone, we were never able to get the app to work. My overall experience with the app was extremely negative... both to get the vehicle and to return the truck.
Kristina BGet rid if the app check in. I'm paying full rate and doing the company's job. I don't mind checking it online but why am I paying the full rate when alls they are doing is handing me a key?
Megan HI never received my emailed receipt upon completion of my return. Other than that everything was great
Michael SI was scheduled for an after hours pick up. I arrived early and was unable to get the pick up using my phone to work. I went inside and Charlie was very rude and condescending. After making me wait 30 minutes he finally got me the key.
Nancy KThe Person at the checkout counter was rude
john tUhaul did not have right information for returning, but gentleman at this location took extra time to help us.
Bryan MUHaul Web site was terrible. We had to try multiple times to get through. The web site kept booting us off. It was very frustrating
Brad WEvery thing went great with my moving that day.
Dean BReturned my rental early. (The same day that I rented it) Checked it back in using the after hours app and was still charged the $20 after hours fee. Not very customer friendly. Next time I’ll just keep it the entire rental period, preventing you from leasing it out until it’s returned. 😡
TIM KI was told 150 miles was included in the price and .79 per mile over that. I was charged for 40 miles over 133 miles. Not happy about that AT ALL
jasqueline pMake your website easier to use. You can't modify your drop location once you have a reservation.
Ryan GThank you Robert. You went above and beyond.
Robert mI rented for 2 days but only used for one day. Tank was fuller then needed. It would have been nice if I would get some money back for a shorter rental time frame and I had to drive further to pick up then I originally rented from
Robert CThe back of the cargo area was full of dirt. Otherwise the truck was good and the location was great.
Robert FVery courteous and efficient.
Jon KReturning the truck was a little difficult. Barcode wouldn't scan at all, pretty frustrating lately at night after moving stuff all day.
David SThe cab had coffee splatters all around the cup holders, the last customer's water bottle was still inside, there was a plastic lid in the back of the truck, the windshield was filthy, the wiper fluid was empty, and the damages to the box skirting was excessive. I'm sincerely surprised I wasn't pulled over.
Corey BService was excellent Store Manager (Guy) assisted me in getting safety pin in hitch. Everything went smooth.
Russell W