This location was clean, friendly and accommodating. HOWEVER U-Haul as a corporation contacted us prior to our move. We had reserved a 26’ truck for a 1 way move 2 hours away. We were asked by U-Haul if we would assist them with equipment re-distribution of a tow dolly by hauling it with us to our final drop off destination. We agreed to do so with the understanding that both the truck and tow dolly would be picked up in one location, Milledgeville, GA and both dropped off in one location, Statham, GA. In return for our assistance, our rental period was increased from 24 hour rental to 48 hour rental and an additional 100 miles were given for the trip. The day before our scheduled pick up time, I received a text from U-Haul indicating that our truck and the tow dolly were scheduled to be picked up in 2 separate locations more than 30 minutes away from each other and our drop off of the truck and tow dolly were also scheduled for 2 separate locations 15 minutes away from each other. The text indicated that I could respond to the message if those arrangements did not work. I responded to the message immediately and received no response or follow up from U-Haul. Frustrated but already overwhelmed with the 2 hour move, we decided to just deal with the 2 separate pick up and drop off locations rather than spend time we didn’t have on the phone fighting to get it corrected. We picked up the truck and tow dolly at 2 separate locations on Thursday 3/12, loaded our home and drove the 2 hours to drop off the tow dolly on Friday 3/13. When we arrived at the drop off location for the tow dolly, the company came out and unhooked the trailer and gave us a receipt for the drop off. We then continued on to our new home to unload the truck and return it to the second location on Friday 3/13 even though our rental was booked through Saturday 3/14. Upon truck drop off, U-Haul attempted to charge us overage fees for additional miles and I got irate with them reminding them that the agreement was for one location for pick up of both items and one location for drop off of both items in exchange for 48 hours of rental time and an additional 100 miles and NONE of the agreement had been followed, requiring us to pick up and drop off in a grand total of 4 locations in 4 separate towns and that I was not paying additional miles as a result of their incompetence. A phone call to the corporate office eventually waived the fees. On Sunday 3/15 I began receiving texts from U-Haul that we had not complied with the tow dolly drop off by the scheduled time. I replied to the text that the tow dolly has been dropped off at the designated location a day early on Friday 3/13. I was reassured that the location would be contacted on Monday morning 3/16 to clear up the computer discrepancy. On Monday 3/16, I began receiving emails regarding unreturned equipment (the tow dolly) and that I needed to contact U-Haul to resolve and return the equipment. I angrily called the site that we had dropped the trailer off at on Friday 3/13 and expressed my frustrations that they had physically removed the tow dolly from the truck for us on Friday 3/13 and we were being harassed that it was not dropped off. The woman was friendly but stated that she didn’t leave their office on Friday and go to their lot to see what equipment was returned. I had to explain to her the unnecessary hassle this causes for customers when they go 3 days without updating their computer system. She checked the equipment in online and issued me a receipt showing no balance due. I’ve moved cross country more than once and completed several fairly local moved in the past 20 years. I’ve always used U-Haul. NEVER AGAIN. This entire process made an already stressful time a NIGHTMARE by us simply agreeing to HELP YOU!!! This review is not a reflection of the local pickup site for the tow dolly pick up in Gordon, GA or the truck drop off in Statham, GA. They were kind, friendly and helpful. This review is a reflection of the HORRIBLE customer service at both the corporate level and the tow dolly drop off location in Winder, GA. Conveniently, U-Haul only sent me a review to complete for the pick up and drop off locations that we DIDN’T have an issue with. I’m assuming they were hoping we didn’t share this disaster.
ROY M
Customer Reviews for Short Stop Express
(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.
Only reason I say personnel wasn’t helpful is because I dropped off after hours so I didn’t speak with anyone.
GUADALUPE ESimple easy process
Wendy AExtremely tight parking lot. Very very difficult to park the trailer I rented.
Augustine LLa atención de la persona de ese día fue extremadamente gratificante, muy buena atención, el proceso de alquiler fue muy fácil, recomendados 100%
ANTONIO VVery helpful and friendly!
Timothy WThe pick up process was a little confusing. It was difficult to use the website with the app, it wouldn't show my reservation in the app, only through the link sent to my phone. I had trouble locating the box with the keys, and there were little signage at the location to help. However, the worker in the store was very kind and helpful. I also got a call the day before I was to pick up where they changed the size and location of my truck. I was surprised since I reserved it so long ago to make sure I had everything confirmed. It was significantly further than the pick up location I asked for.
Matthew MOn-line check-in was an awful experience. App kept timing out and U-Haul rep on phone hung up on me.
Lowery Rtow was completely uninvent full have an account so check in was easy
RICKY SGood drop off experience.
David HNot very customer friendly. I asked to return the equipment, waited on the individual and then decided to just utilize the app - easier than waiting on them. Would not recommend as a location to rent or return.
Wendell S