Your website is a nightmare and took 35 minutes to check the vehicle out and 45 minutes to check it in. Absolute torture over and over again. The phone call to someone else to check out is ridiculous.Ted M.
Customer Reviews for Smoke Times 2
(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 online portion to get the vehicle yourself without seeing anyone required so much more effort than just going inside and speaking to the gentleman. It asked me for a different contact person when signing up, and then wouldn't let me use that same contact person for the verification process. Some people may not have three different people who are comfortable vouching for them, especially if they just moved. Also, you could put anyone's name and number down, and pay them $5 and they will act like they know you. That part of the verification process is not the best and it made it way more difficult. I would have rather scanned in different types of ID. I also didn't see why it was needed. You have my name, my phone number, and my license which has my address on it. You could easily find me if I don't bring the truck back. I think if you required less verification, many more people would rent from you and you would make more money. Overall, the process was priced very reasonable and I would rent from you again. However, if it was after hours, and I had to do the online verification, I would go with a different company because their process online is so much easier and less of a hassle. The require two forms of identification and your address and phone number, but they don't make you give them other peoples information to verify.ARICA H.
Customer did not leave a comment.Tracy C.
Customer did not leave a comment.John M.
Horrible location and employee. Horrible experience getting my key. It took 30 minutes. I smelled like smoke when I left the shop. I will never rent there again.Dereck H.
Customer did not leave a comment.Heather W.
I would actually train the people who are renting the vehicles to understand the pricing no matter how long you keep a vehicle and to be able to change the reservation directly with them instead of having to go to their supervisor at home.Theresa B.
Clean the equipment. I rented the truck and mud was in the bed. I took the truck because i was running late, and was only going a few miles to move a dresser. When I returned I was told that my receipt would be emailed to me.. I looked at my receipt this morning and saw that I was charged a clean up fee of $25 plus tax.. That mud was not mind and the truck had not been cleaned prior to my renting it.MALIK M.
I arranged to pick up the rental truck using the no contact drop-box/website option. I arrived to pick up the truck to find that the keys weren't in the lock box where they were supposed to be. So I had to enter the store. I entered the store to find an employee not wearing a mask. I explain the issue and she says "oh yeah, I have the keys right here. I brought them in this morning when I saw your reservation." She then proceeds to try to check me out despite me telling her that the reservation and pick up were all supposed to be done via the website and that the website is saying everything is ready and for me to get the keys and begin the inspection on the the truck to complete my pick-up. She won't give me the keys, makes me give her my ID (which I'd already provided through the website), and the entire time she is there with no mask on and wiping her snotty nose with her bare hands while touching my ID and the rental truck keys. After about 20 minutes of this, she gives up trying to check out the already truck that I've already checked out online and finally gives me the key. When I get into the truck to inspect it, it is absolutely filthy. There is dirt caked on the floor, the seats have stains and dirt on them, the steering wheel and dashboard are covered in dust, and the oil change needed light is illuminated. In addition there were several dents and scratches that hadn't been documented and the truck showed that there was less gas in the tank than the information I was verifying against indicated there should be. By the time I was able to leave the parking lot, it was more than 30 minutes passed the time I was scheduled to pick the rental up. I called Uhaul customer service, and the customer service rep was very helpful and kind. She extended my return period to compensate for the time lost due to the store employees lack of knowledge on how to handle the check out, and she transferred me to the appropriate department for me to file a complaint about the unsanitary conditions of the employee and the rental truck. Once I was finished with moving the items I'd rented the truck to move, I then returned the truck on time with more gas than it had when I picked it up. I completed the online check-in process and followed the instructions which directed me to put the key in the lock box I originally was supposed to collect the key from (It gave me both the lock box number and combination code to unlock the box). Approximately and hour and a half later, I get a call from the same employee who I had the issue with earlier. She asked me if I had returned the truck (very strange question considering that they appear to only have 2 rental vehicles and they are parked directly in front of the store which has plate glass windows so she should be able to see it even without walking outside). I respond that, yes I had returned the truck before the rental time period expired. She then says "Oh because the keys aren't in the box" To which I responded that they were in fact in box number 1 which the online check-in instructed me to use and provided me the password for. She says "oh, okay that's all I needed" and was about to hang up the phone. Before she could hang up I asked her to explain why she originally thought the keys weren't there. Her response was that people don't normally put the keys in THAT box. Later that evening, I received my final receipt from the rental truck only to find that the employee checked the truck in as though I hadn't returned it until AFTER she called me to ask about the keys. This resulted in my credit card being overcharged by about $30. I appreciate the idea and convenience of the online pick up and return of vehicles from Uhaul, but the service is no longer convenient or reliable when employees are so poorly trained on the process and the customer is not given a time-stamped confirmation once the complete the rental return verification process. I spent a total of 50 minutes on the phone with various customer service agents because of this employee's mistakes and lack of training in addition to the 30 minutes I wasted before I was able to even get the keys for the truck from her. Now I STILL have to wait until the regional manager "reviews" my complaint and decides how to proceed.April M.
Have your vehicles clean, properly documented. The truck I rented was dirty, had shards of glass in the cab from a recent glass replacement (back glass was still taped in place,) and uhaul tried to charge me for 7/8 a tank of gas when the guage was barely at 3/4 on pickup. Rented with uhaul many times, this experience was well below my expectations.Matthew J.
Customer did not leave a comment.GLENDINE J.
The store did not open on time Smoke times 2 location -also checked me out at a later time-that over charged meLORENA B.
1 hour was spent picking up the truck after arriving at the location. Then had to spend another 30 minutes and a customer support call to drop off the truck.Ralph J.
Have someone on-site to help you or let people know no one will be thereDesirae B.
The Location was redneck sketch. The owner was smoking inside. The process was slow. The "brand new " truck was dirty and unkempt. I usually have nothing but high praise for uhaul butbrhos time I was less than impressed.Shea V.