The local staff was great. I only needed their help because the app kept telling me I wasn't where I was. Very frustrating. So my average rating is due to the poor performance of the app, not the great folks at the counter.LINCOLN M.
Customer Reviews for Smiths Rent A Car
(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.
Customer did not leave a comment.PETER R.
Customer did not leave a comment.Michael R.
Not very many parking places.MARIA C.
No commentsHECTOR A.
Customer did not leave a comment.BRENNA W.
I was charged $25 for insurance when I opted out. I would appreciate a refund.Daniel W.
Customer did not leave a comment.GLENROY G.
Let us pay in cashJohn T.
They just need to clean the truckBAKARI D.
Excelente servicioSERBANDO A.
Empty tank they wanted to charge me more than 200 dollars in the top of the first payment they didn't gave me the option not to fill the thank I drove only 15 miles this was so insane no recommendations for this placeNEIL O.
Customer did not leave a comment.OKAN K.
Customer did not leave a comment.Sanjay D.
I went to one location via Uber and was told my car was not there after calling one hour ahead to confirm. It was supposed to be available at 11:30 and at 12:30 I was told it wasn't there and had to walk 1 mile in 100 degree heat to another location. When I got there the lady had an attitude and was no help. I was told to have the truck back by 11am the next day when it was 12:45pm and said I will have the truck back by 12:45. It was AWFUL customer service all the way around!!! I will NEVER rent from U Haul again! EVER! I was also on hold for 22minutes when I called customer service. My number is (925) 216-3384.SHELDON A.
Customer did not leave a comment.Igor C.
Customer did not leave a comment.REUEL F.
Had some issues with the lock on the key pickup box. Also, the TPMS on the right front tire may be bad, the light on the dash was on the whole time, even after I added air.Maarten V.
Don't overstate the amount of fuel in the truck, and overcharge the customer to put fuel back. We hafta take a picture of where the gas gauge is.... DishonestALEXANDER C.
Customer did not leave a comment.TYLER G.
I was overcharged for furniture pads that I did not receive. I had to call u-haul and spent over an hour on the phone as 4 representatives quickly passed me on to someone else and each time I was put on hold again--had the distinct impression each one did not want to deal with the issue of making a refund so they just passed it on to someone else. What a joke.JAMES H.
Customer did not leave a comment.BALTAZAR O.
Customer did not leave a comment.Robert J.
The two girls who worked today were brilliant. So helpful with smiles on their faces! So welcoming and such a great change to what I am used to!ALAN D.
The guy at arrival was great but girl upon returning was rather curt and acted annoyed with sighs when I actually had some questions about the charges.TODD C.
Friendly, organized and professional ðŸ‘Œ.Jonathan L.
Customer did not leave a comment.Susan H.
Customer did not leave a comment.Michael W.
Customer did not leave a comment.DEBRA R.
I was running really late due to issues with my vehicle. Stayed 15 min past closing to wait for me to get there. Really saved me a lot of trouble.David B.
Customer did not leave a comment.THEODORE M.
Customer did not leave a comment.CHRISTIAN C.
Everything was perfect!JEROHN B.
Customer did not leave a comment.Neil M.
Ridiculous! Unfortunately I will never use UHAUL againTARA L.
The ladies on staff were friendly & did everything w/in their power to assist me. However it was the wrong equipment for my purpose. When I called customer service to cancel the reservation & let them know why I was returning it early, I got disconnected when I was transferred to another branch of customer service. Then I locked my phone in the U-Haul I returned & was unable to call back & when I got my phone , I was told the account was already closed. As a result I was billed for equipment I couldn't use.GINA S.
Both tires in the passenger side were low on air, when I return the van rental the front door was open an they were saying we are close when I was in there.JAVIER O.
Customer did not leave a comment.Christopher B.
Customer did not leave a comment.DANIEL J.
Using the app to return the truck was so easy and hassle free. Way to go U-Haul ðŸ‘ðŸ¼Rosemary M.
Customer did not leave a comment.DEANA B.
Representative was very short on explainingCLARISSA T.
At pick up stood waiting while employees took calls and held other conversations At drop off same thing. System was down was told receipt would be emailed Never was Then got a call saying I never returned truckSEAN M.
Excellent customer service, on the phone, and in person, and online.Peter M.
Customer did not leave a comment.Brandi H.
Customer did not leave a comment.Robert W.
Customer did not leave a comment.JOSEPH J.
Customer did not leave a comment.BALTAZAR B.
Had a tire blow out half way through the trip. I would not recommend uhaul period. We then could not make it to our storage unit by 10 pm when the premises closed. Forced to try to find a safe location to leave the packed truck. Then had to try the whole unpacking the truck the next day. This last rental was a nightmare from day one. I reserved a 26 ft and got a 20 ft, therefore, I had to leave a lot of my possessions behind. Blow out of tire. Cannot return to the location chosen because no room to leave the truck. It had to be parked blocks away and then we needed to return the next day to take it to the location. No one ever answers the uhaul phonesâ€¦there is ALWAYS a 30 minute wait at the minimum. To say it was a nightmare experience is putting it mildly.ROBERT B.
I apologize for having to leave this review but my experience with this place was extremely poor. They were very disorganized and not very caring about situations that were mess ups on their ends. Careless a little bit as well when giving me the truck. I ordered a specific uhual size for my move days before and when I called on my way to pick it up, they didn't have one for me. When the lady found one for 4pm which wouldn't have even worked for my move, she didn't even call me back to let me know. Then it was a hassle to get the only other one on site which was over 100$ more at the same price of the other even though it was their mistake. I will not recommend their service unfortunately to someone.Chelsea S.
I was told I couldnt rent. called the phone given to call and found out they put my email as none@none which matched some other person who owed a large amount of money. Then on return the bill was 465.00 and I had only driven 20 miles. Thank god i took picture of odometer after much time and calls to corporate it was finally determined I had only driven 20 miles. AMAZING. Man in line behind me complaining of same issue, noticing mileage written wrong on check out. Not happy with this experience. what if I didn't take picture of mileage?SANDRA L.
I reserved truck but they didn't have it had to use smaller truck causing me to have to travel another 160miles they know how to take a reservation they dont know how to keep one dont know if I'll ever use uhaul again I need a company that's more reliable this is 2nd time in two weeks that my plans were screwed up because of uhaul and lack of concern is a big issueJASON J.
Customer did not leave a comment.SUE L.
Customer did not leave a comment.TIMOTHY EDWARD M.
I had a horrible experience with the reservations. The original location did not have a truck. No one called to try to set up another truck. Then I was on the phone on 30â€ wait times with 3 different schedulers because I'd get routed to the wrong place. Bad, bad customer service until the last woman was able to help me right away. The first one should have been able to do this!!!JOSEFA M.
Customer did not leave a comment.TRAVIS B.
Customer did not leave a comment.HENRY H.
Customer did not leave a comment.SHONQUINTA J.
It took almost 1 hour to get the vehicle checked out and there was not urgency on their part.DANIEL G.
2nd time rentinng from Smith's - second time overcharged. First time they put insurance I said no to. They took it off, after complaining. This time, they put 60 miles traveled after only 16 traveled. They adjusted it to 19, but still,, you gotta watch em. Don't know if it's on pose or plain sloppiness. The kids that run the front counter are very nice, professional. But if I were recommending to a friend: take an associate to the vehicle FIRST, take a foto of the beginning mileage,ALEXANDER C.
The drop off place in Chula Vista did a great job too!Jessica L.
Customer did not leave a comment.FULGENCIO D.
Customer did not leave a comment.Kimberly P.
Bad costumer service , and my reservation was 40 minutes late , over charged me $30 on my card . Worker seemed like she did not know what she was doing .FRANCISCO N.
they were excellent.JOHN E.
Customer did not leave a comment.Will P.
Horrible Customer Service. The girl at the front desk told me I don't need insurance/coverage, even when it was initially in my service request and I told her I wanted the coverage. They claimed to be on a shortage and requested I pick up the u-haul early. Then they cut my return date short by 2 days. I called about this, and they said they would handle it. When I arrived to my return location, I was charged $100 in late fees for a mistake they made. I will never be returning to the Santa Rosa, CA location for business. Expect an Official compliant to be filed...ALEC S.
The best team they are always friendly and helpfulWESLEY W.
Customer did not leave a comment.DEBRALYN K.
They gave my truck to someone else just before I got there. Didn't have the same 20 foot truck and i had to take a smaller 15 foot one. The truck had 1/8 of a tank of gas when I got it. Three separate people in the waiting room got the wrong vehicles. One man was expecting a cargo van and they gave him a passenger van. The lady that they gave my truck to had been waiting on her truck which wasn't there either. I didn't mind letting her have my truck and taking a smaller one, but i couldn't believe all three of us had our orders messed up by the same company. Will likely use another u-haul dealer next time and avoid this one.DANIEL F.
Best U-Haul experience I've ever had.CHRISTOPHER W.
Apparently, when I dropped off my equipment rental on-time, the U-Haul main computer was down. The pick-up location representative seemed frazzled and was short with his answers and there must have been some miscommunication because I was charged for one extra day because the on-line receipt showed I returned the equipment was 32 minutes late. This was incorrect. When I called back to discuss I was directed to an 800# and on hole for over 32 minutes. Eventually, I was billed correctly. And the Smith's Rent-A-Car left a telephone message apologizing for the incorrect charge that was reversed and apologized for his focusing more on the computer not working right than focusing on the customer standing right in front of him feeling ignored.SCOTT M.
California does not have covered trailers for one way travel. Supply is very short.JASON H.
Customer did not leave a comment.JAMIE S.
Make note of which number lockbox the key is in please Lol :) I ended up trying the code in each one until I found it. Very small note; otherwise was very smooth with clear instructions. Thank you!Alicia G.
Customer did not leave a comment.GABRIELLA A.
Customer did not leave a comment.ARIANNA F.
Great customer serviceJUAN L.
Customer did not leave a comment.JOSE C.
Booked a uhaul moving truck online and my pickup was at Smith's. I drive 70 miles to pick up the uhaul and the staff at Smith's tell me the previous renters hadn't returned the uhaul moving truck at 9am, like they were supposed to. I received NO phone call letting me know the truck had not yet been returned and that there wouldn't be a truck for me to rent after driving 80 minutes and putting miles on my car. There were 3 other uhaul moving trucks in the parking lot, but Smith's staff tell me they aren't for 1 way use and they can't turn them into 1 way use. I could still rent a uhaul, but I would have to bring it back within 24 hours. The other moving truck rental companies have nothing for me last minute, so I settled for uhaul, but asked about reimbursement for the inconvenience. I was referred to Darcy from uhaul corporate who said she couldn't help me and any mile/gas incentives would be up to the individual agency. Smith's manager/owner was supposed to speak with me, but NEVER called me. So, I took the uhaul, spent a few hours clearing out my storage unit/loading the truck, spent 90 minutes driving home in traffic, unloaded the uhaul in an hour, then turned around and drove 70 miles back to Santa Rosa. I just got my receipt and SMITH'S CHARGED ME $200!!!!! So, to clarify, they screwed up my rental, refused to allow me a 1 way that I reserved, then charged me for the extra miles put on the truck by returning it to Smith's-like they had asked. I would NOT RECOMMEND Smith's to anyone.Michelle B.
Customer did not leave a comment.RENEE L.
It went well, I'm good, thanks.Steven E.
I was charged twice for the rental which Smith's quickly rectified but then I received an email from U-Haul about unreturned equipment which was returned. Not a big deal but a bit of a pain to have to follow up on.JULIA L.
The two service reps at the front desk were outstanding and professional.Nathan J.
Customer did not leave a comment.Evan K.
Customer did not leave a comment.WILLARD F.
Customer did not leave a comment.ROSA M.
Customer did not leave a comment.DALE B.
This place is way better than the main one. Way!TERENCE R.
Dont force add insurance coverage; dont overstate the amount of gas in the truck at the time of rental. A customer less aware of these tricks might not notice and get ripped offALEXANDER C.
Long wait for pick-up, unwilling to help find larger truck size in the area because they wanted us to rent from them. Inaccurate web description on moving vehicle size. This made our move much more cumbersome, increasing our move time and trips to move our things. My last experience was really good with uhaul, but this one has me rethinking about using uhaul for our next move.julie H.
Office staff is organized and efficient. Yard staff was super helpful and safety oriented.RENEE L.
Crowded inside, customers did not have masks on their noses. Didn't feel safe inside so had to wait longer.Joseph W.
Used Pensky a month ago, and did not like them. We have several moves planned, so tried Smith's Uhaul. 100 times better than Pensky. Online and email process was professional. Good truck, the 10 ft was very easy to drive. The staff was super helpful. Easy in and out. The young woman at the counter was especially efficient.PAUL S.
Nothing comes to mind. Maybe next time you could turn off the rain and turn the heat up, (-;Carlton T.
Customer did not leave a comment.ANTHONY D.
Customer did not leave a comment.TARASHAKTI S.
Customer did not leave a comment.Peter W.