Customer Reviews for Smoke Stop
(U-Haul Neighborhood Dealer)

Rating:

1.0

We were told at time of pick up that we could drop off the truck at a different location. We got a call first thing in the morning the next day saying we had to pick up the truck and return it to the place we rented it. When we got there we were told something completely different. It was extremely confusing. We contacted uhaul customer service and the representative was not helpful or understanding about our situation. I was really disappointed in our service. We have used uhaul before and never had such a hard time.

Rating:

2.0

The computers weren’t working. It took forever to get my vehicle. I called ahead to make sure the truck I reserved could fit two passengers and they said yes. The one they tried to give me only fit one, and I had to make an issue of it. The one I reserved came back right when I got there and the gas tank was filled just above 3/4 of a tank. There’s no practical way to refill that accurately, so I ended up filling the tank. They then refused to give me any credit for that so I lost like $20 on that even though there was no way for me to refill it accurately. Horrible experience overall.

Rating:

5.0

Everything was fine no complaints

Rating:

3.0

Mobile experience was frustrating and did not work majority of the pickup and drop off

Rating:

4.0

The 15 foot I reserved was not available when i went at my appointment time to pick it up. I was given a 25 foot instead. A lot of empty space in the truck when we were done packing, but at least i didn't have to wait an hour and a half for the 15 foot truck to be returned and available.

Rating:

3.0

Not charge a fee that was waived online booking, make sure engine light isn't lit, offer customer solutions other than call 1800GoUHaul when issues are brought to attention of store.

Rating:

1.0

Over charged for wrong drop which I had discussed with Apex where I would be dropping the truck off, Will not refer both locations to anyone.

Rating:

3.0

I had to switch to standard pick up mid pick up because the 24/7 app pick up sucks. Good thing tho, because the keys were not in the location needed for that pick up

Rating:

1.0

I didn't realize till we left with it that the cab was filthy and the passenger seatbelt was wrapped around the seat back stuck and inoperable. The app for self service is horrible. It wouldn't approve it for some reason making us over half an hour late after finally getting a customer service agent to put it through. Had to pay for an extra hour because of this. I feel we deserve to be refunded for the extra hour. The truck was also VERY BOUNCY, like the shocks are shot. My husband said it was very hard to keep it on the road and he's experienced with driving trucks. The worst experience with a U-Haul ever and we will never use one again!

Rating:

3.0

Have customers service when returning counter person was non friendly

Rating:

3.0

It’s easy to get there and rent the truck

Rating:

3.0

Take a minute to sweep the box portion of the truck and the cab area, the one I rented was full of pine needles and loose dirt.

Rating:

3.0

Have everyone fill up gas tank completely. It would be a lot easier than trying to match the exact spot on fuel gauge

Rating:

3.0

It was fine

Rating:

5.0

Pick up location was courteous and friendly. The truck was clean and ran well. The over cab storage was a bonus for packing light bulky items. Thank you for a pleasant moving experience.

Rating:

2.0

I could barely understand the lady, her English was really bad, I had to repeatedly ask her what she said. And I never got a paid receipt in my email, and still don't know what the final cost was. The truck was awesome, drove very nicely, thank you.

Rating:

1.0

I did not have the equipment I had requested in the truck when I picked it up. I had to do my move without the dolly and handcart. I’ve been trying to receive a refund for this but I’ve been unsuccessful.

Rating:

3.0

The lady was very nice, but the truck was untidy. This was not my original pick location as this was last minute. The truck was not in great shape, and I was really worried about driving it 300+ miles but by God's grace, we made it.

Rating:

4.0

Check engine light was illuminated when I got in the truck I rented.

Rating:

1.0

Spent 20-30 minutes cleaning box and cab so items wouldn’t be covered in mud. I’ll never go back there.

Rating:

1.0

Refused to take all equipment had to return to 2 separate locations which caused an overage of miles and then charge me for said miles without my knowledge.

Rating:

2.0

We requested and rented a 10 foot box truck with six furniture pads and two furniture dollies. We were given a 20 foot box truck, only one furniture dolly, and the six furniture pets. When I picked the truck up, the lockbox was left open and the key was visible for all to see. When I drop the truck off, the person working there had me empty out and bring back inside the furniture dolly and pads. She acted as if she was doing us a favor to simply check us back in. I will never again use this facility.

Rating:

2.0

I had to wait for an hour in the store because the uhaul computer system was malfunctioning and would not allow the clerk to release the truck to me. The clerk at the Smoke Shop was very kind. It was a uhaul problem, not her fault.

Rating:

1.0

The truck was not checked out. We had a flat tire within 3 miles of leaving home loaded. The woman behind the counter was very rude and slow, said she was "busy" with other customers. I set my order online to save time and it definitely didn't. I will never use Uhaul again.

Rating:

5.0

Excellent service

Rating:

1.0

Could make a better and smoother customer experience by being better prepared for the customer. Both when I picked up and dropped off the u-haul I had to wait 10+ minutes to to get and drop off a key.

Rating:

5.0

Super easy drop-off location. Plenty of room to park the truck and a clearly labeled key drop-off box.

Rating:

5.0

Great experience. Smelled like someone had smoked in it previously though.

Rating:

2.0

The check-in processes took forever. When we requested the truck, we requested a day and a half, but then we were told they don't do hourly rates. I can believe you rent trucks with only a quarter tank of gas. Why don't you be like other places that give you a full tank of gas, and you must return it with a full tank of gas or pay double the current gas price for you to fill it. With all the signs inside the cab, you would at least have one that gives the gallon amount of the gas tank. The pictures of the truck do not show all the scraps on the side of the truck. They also don't show the little stone crack on the bottom of the windshield. You should have a paper slip or listed on the statement the prior damages. You should also be able to give the person a printed receipt instead of telling them it was sent to their phone. It is very hard to read the contract on a phone. The inside of the truck was not "broom sweep". The female who checked the truck back in was not friendly or professional. She questioned me as to if the truck only had a 1/4 tank of gas. They should have a record of the that and not be questioning the client. When she told us we would have to pay for two full days instead of a day and 3 hours was nasty. Also, as she finished up, she gave us a price that included the amount we already paid. When we questioned her, she replied in a nasty tone, I canceled that payment and made it all a new charge. We will be watching our credit card statements!! WE WILL NOT USE THE SMOKE SHOP EVER AGAIN, UNSURE IF WE WILL TRY ANOTHER U-Haul DEALER FOR TRUCK RENTAL.

Rating:

2.0

Waited 30 mins until I got my keys, something wrong with the system. It’s not really they’re fault but it bit into my rental time quite a bit

Rating:

5.0

Was having a problem picking up the uhaul while at location. However, the worker was super nice and patient. Finding a better way to check in would eventful

Rating:

1.0

Have the truck cleaned out and serviced. I had to say something about how dirty the truck was. He came out to wipe it down with a towel. The truck was so dirty that ripping it was a joke. He made a comment that trucks are dirty at times and that’s how they got it. The truck I was given was also needing to be tuned up and serviced. A strong kerosene gas smell was coming out into the truck the entire drive. We had to stop every 4 hours because the smell was very strong. The truck also jerked a lot the entire way. I thought the truck was going to break down on us. It was a very stressful and costly experience. We had to stop off to get hotels rooms to get a break from the smell. It was terrible but we were glad the truck made it and didn’t have to switch to another truck on the way, which would have delayed the trip even more.

Rating:

1.0

Could NOT get checked in thru the app. It was a nightmare. Once store opened the clerk had NO CLUE how to help. She was very kind and apologetic and assisted as best as she could. Took over 1.25 hours to get the vehicle. Vehicle itself was reliable. The return went smoothly but the clerk at return was just plain RUDE.

Rating:

2.0

I called shortly before they closed to ask where to park the truck and where the key drop was for an after hours drop off. The woman hung up on me and then must have unplugged the phone. When I called back I kept getting a busy/no ring beep sound. The key drop was not obvious to find. There was no light in the parking lot to help guide where to park or to make it feel safe.

Rating:

3.0

The furniture cart and moving pads that I paid for were not provided. Everything else was fine

Rating:

5.0

Service was quick and easy.

Rating:

3.0

Only rental in the area but somewhat condescending interactions when a dressing our questions. No other issues. Streamline process but even after making account was unable to log in to retrieve receipt except by email link.

Rating:

2.0

Scheduled 8:00 am mobile pick up. Had to wait until store opened at 9. Despite my inconvenience still charged me for bringing back late.

Rating:

1.0

L:ady was very rude, poor english, did NOT check the truck and had me take a picture of milage and fuel. Made a HUGE deal about bringing nthe pads and TOLD me to fold them. Then she got on phone and complained to her bodd saying not my job right? I will NEVER go there again. Plus as smoke customers came in she left me and waited on them several times making me wait. Please call me so we can talk further. WE NEED TO TALK about this facility!

Rating:

1.0

Lady was on phone talking to her friend not even paying attention to anyone

Rating:

1.0

I booked a uhual for Pottsville pa a 20 foot truck then after the confirmation went in and I paid it switched my truck automatically to a 10 foot truck with added on blankets and when I went to that location they rebooked me in reading pa which is a whole 1 hour out of my area because he said his Cadillac converter was stolen from his truck I get to reading pa for pickup and they tell me I have no pickup , I call the 1800 number and they tell me my order isn’t in reading it’s in Morgantown which is another 40 mins away from my location which is Pottsville pa , so when I got to Morgantown he told me I rented a 20 foot a 10 foot and a bunch of blankets , plus he told me I had to pay again which I’m well over 500 dollars now, altogether I was behind Schedule moving ontop of driving 150 mins one way for a truck and another 150 mins back then another 159 mins just to go back and get my car everything was extremely screwed up about this situation I even booked it in my mothers name but as me as a driver and when they rebooked my order for a different location they put me under my account and also as the driver but it was my card information is was my mothers so how did they let that go, and how are they still charging my mothers card we never authorized anything but the Burt initial payment we had $170 First payment for the first truck then another $299 , $83,$37,41.24,$212,$62 dollars all for one truck plus insurance all coming out of my moms account which I have to pay her back because you guys aren’t releasing refunds back this is the worst experience I have ever had at uhual not to mention I had to miss work the next day because we were 4 hours behind schedule

Rating:

4.0

Have a truck available near my move.

Rating:

3.0

I was having trouble checking in to pick up my rental, so I called Uhaul’s Customer service and the representative was very rude to me. 🤨

Rating:

1.0

This entire experience was terrible and handled poorly. We were meant to get the truck in Ephrata, but they did not even get the truck to their location and were closed when I went to ask questions. I could never see my rental since it was never in the system. When I called support, they said we might have a truck but might not, who knows. My pickup was then in Morgantown, where the guy didn't speak English and entered information incorrectly and the wrong way. Now, when I drop the truck off, I'm charged extra and didn't receive services I asked for. Worst experience, I will never go with U-Haul again, and will let others know if they ask.

Rating:

1.0

Misreported the gas level to add a charge. I dropped off above the gas level that was documented at pickup. I asked if there was any issues with the gas level or vehicle condition and was told there wasn't. I then asked if the additional charge was for an ez pass toll and the woman shrugged her shoulders. It wasnt til i returned home that i saw the charge was for fuel.

Rating:

3.0

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 problem

Rating:

3.0

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.

Rating:

3.0

Couldn’t find my reservation of my uhaul. My drop off location was changed from my scheduled drop off point

Rating:

1.0

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.

Rating:

1.0

Very disorganized. Took an hour to get our truck. Their info didn't match our confirmation email. Very poor experience.

Rating:

1.0

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.

Rating:

5.0

N/A

Rating:

5.0

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.

Rating:

3.0

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.

Rating:

3.0

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.

Rating:

1.0

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. FAIL

Rating:

5.0

The representative was friendly and pointed out what to remember in my contract.