I had to rent a truck from another location. This location seems to never have truck availability. However, I was able to rent a hand truck and moving blankets with no problemROBERT A.
Customer Reviews for Smoke Stop
(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.
The people at the Smoke Shop worked with me to get the issues with the on line reservations fixed. I had to reapply for the reservation because the original reservation doubled the amount due and the Smoke Shop could not adjust it. The Smoke Shop got me directly in touch with customer service.Jim F.
Couldn't find my reservation of my uhaul. My drop off location was changed from my scheduled drop off pointPaul F.
Truck not ready. Had to call some guy on their cell phone to process contact. Took over 45 minutes which was part of my truck rental time. Food wrappers in truck.allison L.
Very disorganized. Took an hour to get our truck. Their info didn't match our confirmation email. Very poor experience.John R. H.
This aptitude of the employees was appalling. I waited an hour to get the truck because no one knew the system even after I had completed the online check-in process. It almost cost me a good deal of money because it took them so long to figure out the system. The woman "helping" me called someone else to assist and HANDED ME HER PERSONAL CELL PHONE to hold to my face during a pandemic. The level of incompetence was infuriating.Jenna B.
Customer did not leave a comment.Albert M.
Customer did not leave a comment.Daniel H.
Customer did not leave a comment.Denise A.
U-haul was harassing me to return the truck while I was still using it. I was extremely displease with this type of behavior from a national brand over a truck rental.Abdul G.
The only concern I have was that I received a phone call stating we needed to return the truck ASAP because another family needed it. When I ordered the truck, I was told that it would be put in the notes that we would not be able to have the truck back on time but that we didn't need it a whole extra day. Clearly this did not happen. In addition, we were charged $80 extra dollars due to mileage. I find this to be very strange considering we picked it up and drove straight home, loaded the truck, then drove it straight to the storage unit. From there we went directly across the street to put gas in it then 5 minutes up the road to the drop off location. My point is you all miscalculated the mileage. To add, I received a phone call 2 days before from the original place I ordered it from weeks in advance stating they would not have the truck for us but another location would. Had the original location provided us with the truck, the mileage may not have been as much. Anyway, the whole u-haul experience was disappointing.Matthew S.
Customer did not leave a comment.Ketona F.
Customer did not leave a comment.Joshua Q.
The equipment we reserved wasn't available. It took over 30 minutes to get our truck even after I registered and paid online. My experience with uhaul is below terrible but the people and locations at pick up and drop off were great.Stacey K.
Customer did not leave a comment.Gerald M.
Guy was alone in store. Refused to check vehicle. Olny wanted keys. Did not know how to give me a reciept. Then had the nerve to ask me to reposition truck for him. So I had to take a huge risk by turning keys over to soneone who did not know how print receipt. FAILBRADLEY H.
Customer did not leave a comment.Ryan T.
The representative was friendly and pointed out what to remember in my contract.Elizabeth W.
Customer did not leave a comment.Maholick M.
Customer did not leave a comment.Jodi H.
I used the phone app for pick up and drop off. The contract being condensed or emailed 1 day prior would helpTom M.
Customer did not leave a comment.Jason M.
Customer did not leave a comment.Timmie G.
They could not print a contract for me to sign and could not provide a printed receipt. He was talking on his cell phone while trying to print a contract for me. Customer service was not what it should be when waiting on a customer.GARRY S.
Your representative runs this as a second business out of his smoke shop. Picking up the truck was not an issue. Although he moved very slowly. Dropping it off was the issue. First, since he also runs a retail business he made me wait as he took care of other customers. New ones who walked in after me. When he finally took my return there must have been an issue with his computer so started to use his cell phone to finish transaction. The area does not have good cell service. It seemed like he didn't have wifi or a decent internet connection. Which if you are running a business I feel that should be a give in for good customer service. Again I am speculating as to what the hold up was, but regardless, there was a lot of waiting around on my part. He couldn't even print me a receipt. I did in fact get one emailed to me. Also, an apology would have been nice since I was inconvenienced. I will definitely use UHaul again. I will not rent from this locationKim S.
Customer did not leave a comment.David W.
Customer did not leave a comment.Debra H.
I have now been charged $14 for "SafeMove" and never chose it on EITHER rental. If I am not reimbursed I will be going to Social Media AND BBB with negative reviews.Ronald B.
I am still waiting for a call back for the $14 safe move fee that I never meant to purchase. Facility is fine, professional and clean.Ronald B.
Customer did not leave a comment.Ruth D.
This guy was a complete jerk, keeping me waiting 10 minutes while he was on a personal cell phone call, then calling me 20 minutes after I left to insist I return to take the hand truck off and refold the furniture covers in front of him outside the store IN THE RAIN while he watched and counted. He told me he would charge me $50 per cover to unload and refold!! I told him both the covers and dollies were on the truck when I picked them up in Austin and he called me a liar. Like I would lie about that!!?? I ended up cold and soaking wet, refolding the covers and he went inside to stay dry and watch through the window. I wonder if he makes men do that. He shouldn't be allowed to interact with the public. I have been renting Uhaul trucks since college and I will NEVER go to this location again.Brenda B.
This was a very frustrating experience. I didn't show up at the exact pickup time by the minute, therefore I was unable to pick up my reservation without a 45-minute delay and hold time with customer service, and at that point I spoke with several people who were all very rude and acting like I did something wrong. I was like 10 minutes late. So I got delayed close to an hour and was told it was my fault. That's ridiculous if I make a reservation for 9 and show up at 9:10 that's my prerogative. There was also a problem the door was open in the back end it was stuck because the latch got stuck at the top of the truck and I could not get the door closed. That helped me up another half hour and I hurt my back and got sweaty and screaming at the stupid thing. Moving is stressful enough as it is but the horrible service really made my day worse. So roughly two hours of b******* just screwing around with U-Haul. Did not get good service, couldn't get the stupid door closed, and I would appreciate some financial compensation in return. Thanks have a great day!richard H.
Location perfect...Truck perfect. My only problem was why should I have to load all the blankets, tollys etc???? Wasted an 1 off moving time...and I smashed my finger moving them WHEN THE TRUCK DOOR SLAMMED DOWN ON MY HAND....!!!!!!! Finally with blood all over my hand I had to tell him HE CAN CARRY THEM...................PISSED !!!! Still cannot move my hand. I have rented so many times and never had to move equipment. I am so upset.SHERRI A.
Truck was supposed to be 15 foot but was given a 10 foot.Scott M.
Customer did not leave a comment.George W.
Customer did not leave a comment.Laura V.
It is a smoke shop. I had to wait while smoking customers were deciding what cancerous agent they would buy.Curtiss W.
Customer did not leave a comment.Jason T.
The passenger side door of the15' truck we rented was difficult to close tightly. Not sure why or if this is common but door function should be added to the inspection checklist. Otherwise it was a good, clean vehical and served our purposes well.Mark P.
Keep up the good work.zina S.
I was not given appropriate information for the lock box and then the woman rudely asked if I never got one or I lost it. I told her I never got one and she insisted I had (why ask if you're not going to believe me?!).Jackie P.
When I delivered the truck to the Morgantown smoke shop the man charged me over $7.00 for traveling too many miles. When I tried to explain about the poor service in Hamlin he cut me off with â€œthat is not my problemâ€. I paid the $7.00 but will hesitate to use U-HAUL again.David M.
Customer did not leave a comment.Andrew K.
Customer did not leave a comment.KEIKO N.
Customer did not leave a comment.Kenneth D.
Customer did not leave a comment.Matthew S.
Everything really went well.Bernard S.
They just weren't very friendly or accommodating to my needs. Made me feel like a bother to themRonald D.
I had to call and get help from the regional manager. He was extremely helpful. I would not recommend the Smoke Stop to anyone needing a UHaul. Thy have no customer service skills whatsoever!Steven J.
I had an appliance dolly reserved and my confirmation email said it and my truck were reserved and guaranteed. I went to pick them up and was told the did not have the appliance dolly and could do nothing to fix it. He offered me a regular dolly, which I already had or a rolling cart which is no good for stairs. As a result the fridge I had slipped off the cart and was damaged. Next time if they do not have a product it should not be listed in their system as having it.Harold P.
Customer did not leave a comment.Andrew B.
Customer did not leave a comment.BRENDA S.
A more complete explanation of all the individual charges.Roger Y.
Customer did not leave a comment.Carl S.
Customer did not leave a comment.Martin M.
Customer did not leave a comment.Jennifer R.
Customer did not leave a comment.Brad D.
Customer did not leave a comment.Thomas S.
Have a designated parking area for the truck. There is no specified place to park the truck, therefore it would be easy to park it illegally or inconveniently.james M.
Lady insisted I take photos of mileage and gas so she didn't have to go out and look at it. Truck was filthy inside and I had to clean prior to use. Returned spotless. Also, ordered/reserved my truck and all and got a call at 9pm the night before saying â€œthey gave my truck awayâ€ and I had to go to the one 20 miles further away just to get the only truck they had left. It was an inconvenience, but I had to do it. Got only a credit on the truck and mileage $10 off truck and .59c a mile vs. 99c. A nice gesture but still irritating that they couldn't do more. Then the lady goes and charges me for the dolly that she forgot to charge earlier. â€œThat dolly wasn't in my system and I messed up and didn't charge you for it. You must pay $10.â€ All-in-allâ€¦ at this rate.. I will NEVER use U-Haul again and pay the extra for a Penske truck or something. This was absolutely horrid and an inconvenience. If this is how the company plans to stay in business, than best of luck..Craig J.
Customer did not leave a comment.PATRICIA R.
1. Was told unit had a full tank. Drove 21 .iles and filled up to return and truck took 7 gallons or 3mph. 2. Windshield cracked passenger side, safety issue. 3. Computer system not functioning.Raymond R.
I was going to use this company for a cross country move. But after renting your so called economy $19.95 rental with ALL the unexplained fees No way ! I am now letting all my family and friends informed of the sneaky rip off's you really are !denish B.
Customer did not leave a comment.Marco C.
Keep your scheduled time commitments for equipment pick up and locations. You stood me up and it took me an additional week to complete my task.David S.
People at the smoke shop were greatMARC S.
Customer did not leave a comment.Keith K.
The employee who helped us, once realizing how upset we were with being charged for another day was very helpful and understanding. He waived the fee for us and we couldn't have been more happy with him!Adrienne C.
Customer did not leave a comment.Richard C.
Put gas in the truck, half of a tank, truck was on a uneven spot, so we were charged an extra $20 some bucks. The thing about this, you made us drive a good 80 plus miles out of our way to get this truck. It only had a half of a tank. You said you would give us extra miles and an extra day. We returned it early, cleaned it and then charged you us extra. Not happy about this at all. We didn't complain at all about you running us around and yet we get nailed in the end. Definitely will let people know to be very careful with your serviceTerry K.
not very organizedSuzanne W.
Customer did not leave a comment.Thomas H.
Customer did not leave a comment.Russell K.
Customer did not leave a comment.Tim G.
Very quick and courteous!!Thomas S.
Customer did not leave a comment.Shari M.
Customer did not leave a comment.DAVID C.
Customer did not leave a comment.Chris F.
I pre registered online and had to do the entire process again. It took almost an hour to complete. When I went to look over the truck for damages that were not previously noted another customer came in and had their order started. They graciously told the clerk to allow my transaction to be completed first. The clerk waited on his tobacco store customers while processing my order thus delaying what was to be a smooth preregistered activity. I was not given the blankets I ordered and had to return to pick them up. When I reserved the truck, I was told a representative would call the day before and discuss a pickup time which did not happen. I got an email stating a 9 o'clock pickup. I had to change all my plans due to this. I wanted a later pickup due to my work schedule.LAURENCE T.
I got what I paid for.Robert B.
Either a truck is available or it isnt. The whole preferred location thing is terrible.Christopher N.
Customer did not leave a comment.Tina H.
Customer did not leave a comment.Sokuntheari O.
Check the truck is clean before passing it on to the next customer!Theresa L.
There was NO issue at all with the Smoke Stop location- he got me all straightened out. The issue I had was with the employee who scheduled my rental. My reservation was listed at the wrong location which took me a half hour + to get worked out on a time sensitive move... Morgantown and Guthriesville aren't the same place. Again - A+ for Morgantown Smoke Stop. F- for U-haul scheduling department.bryan C.
Faster check out timeRon B.
Customer did not leave a comment.Leo B.
No improvement needed as far as I am concerned. Everything went very smoothly.Dana L.
Customer did not leave a comment.Robert K.
Customer did not leave a comment.NICHOLAS D.
Took way too long to process my request, o'er 30 minutes. And mileage /gas use meters were not reset.Lynne D.
Customer did not leave a comment.Randy J.
Customer did not leave a comment.Matthew K.
Customer did not leave a comment.Karen W.
I first went online to rent a truck and the site would not let me rent from this location. Then I called the 1-800 number and the scheduler couldn't get this location either and had a location 30 mins away from me. Terrible program you use.scott N.
Customer did not leave a comment.Kathleen C.
Customer did not leave a comment.Tim O.
Customer did not leave a comment.Linda F.