Customer Reviews for Smokies Smoke Shop
(U-Haul Neighborhood Dealer)

Rating:

1.0

We were supposed to pick our truck up at 7 am.The online information explained that this would be a quick and easy process even though the facility did not open until 9 am, and so we also arranged for movers to assist us and asked them to arrive at 8:00 am based on the foregoing representations of UHaul, promising a timely and seamless pick up of the truck at 7 am. We also orderd blankets and 2 dollies. When we reached the facility, we downloaded the U Haul app and spoke with a representative for a lengthy period of time. She was ultimately unable to give us access to the truck. By this time it was 8 am.and so we took one person back to meet with the movers who had already arrived as promised. My husband and I then went back to the U Haul facility and spoke with another representative by phone. This person was able to tell us where to find our reserved truck. This truck, however, was completely blocked in by other trucks parked in the lot. She then arranged for us to rent another truck at a different nearby facility which was also unmanned. We were able to get that truck and drove it back to the location of the move so that the movers, who had now been there for 45 minutes, could now start moving. When we did so, we realized that there were no blankets or dollies in the truck. Assuming that these items were in the first truck which was blocked in at the other facility, we then went back there and told the attendant, who was now on duty, that we came back for these items that must have been placed in that truck since they were a part of our order. The attendant then told us that there was nothing in the truck and that he had no dollies on the premises. He did, however, give us the exact number of blankets that we had ordered. We then took those back to the movers. By reason of these lengthy delays, we had to hire the movers for an additional hour which ultimately cost us an additional $150.00. Further, because we did not have any moving help at the destination point and were not provided with the dollies that we were promised by UHaul, and despite multiple phone calls to UHaul along the way, we had to purchase a dolly at Home Depot that cost us another $89.00. When we turned the truck in at the destination point, they did not charge us anything for the missing dollies, given the circumstances, but charges for those missing dollies were also never removed from the original bill. Further, during our multiple phone calls to UHaul representatives in an attempt to obtain the dollies at our destination location or somewhere in between, no one could explain to me why UHaul encourages people to add on things like blankets or dollies when, in reality, they have absolutely no idea whether the pick up facility will put them in the truck or even have those items on site. It was really a horrible experience, much of which could have been avoided if we had simply not been assured that checking the truck out with no one on site was an easy and seamless process. Obviously it was not, and it ended up costing us a lot of money and time on the phone with multiple UHaul representatives during the course of our 2 day move. Given this experience, it is highly unlikely that I would ever use UHaul again. This review is not meant to be critical of Smokies, where we were ultimately able to secure a truck, or of the Destination drop off location, but only of UHaul in general in their effort to provide self service options that simply do not run smoothly, as advertised.