I ordered a dolly and it wasn't in the van, we really were counting on it so it slowed down our movecarol G.
(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.
I scheduled a time in the morning, when I got there my time had changed online, so it was a pain to get the truck. Then since my time changed I couldn't get the furniture pads I ordered. The person working there implied it was my fault that the time changed, even though I confirmed with him on the phone the original time. Nobody was nice.Spencer A.
I had a very poor experience renting a truck. I have heard many great things from friends and family about Uhaul, so I thought that choosing you over other truck rental companies would prove to be simple and seamless. That was the farthest things from the truth. First, your phone pick up process is really very poor. There are many flaws in the process that resulted in it taking an HOUR for us to check the truck out. Every time we entered the verification code that was texted to me, the system would boot us out. Then we had to wait for a representative to call us to confirm our order, and we couldn't hear them (too much static) and their accent was so thick that we had trouble understanding. It was freezing cold out today (33 degrees F) so to wait outside for an hour because the store was closed was unacceptable. There were other customers there who also had issues with the mobile pick up process. As someone who works in digital product management, I highly encourage you to revisit this process and to create a better user experience. On top of all of this, the truck was covered in snow. We did not bring a shovel with us, not realizing that we would have DIG the truck out with our BARE HANDS! All that being said, I will never recommend UHaul to any of my friends or family. I was extremely disappointed in my experience. Also, I want to note that the individual who works at the Bloomfield NJ Uhaul was as helpful as they could be and tried to assist as best as they could.Vincent R.
I think the only issue was the 2 locations that were several blocks apart from where the truck was and where the business was, other than that they were awesome and Curteous! I was charged extra for services i definitely failed to complete on my end but the process was simple to charge me for equipment i forgot to return which is perfectly fine and how business should be! Will definitely use them again in the future and will recommend to others!Jenny M.
Two items: 1) The UHaul app running on my Samsung Galaxy S7 (running Android 8.0.0) did not work. I had to access everything through an Internet browser. 2) Please work on using better key lockboxes for pickup - the one I used would not allow me to lock it after I was done. Many thanks!Norman S.
Was easier once I downloaded the uhaul app. If your phones location isn't working when you check in or out, your gonna be frustrated. So download there app and save timeAngel G.
Address is incorrect â€“ the business is closed with no signs about UHaul and trucks are stored a quarter of a mile away, which we had to walk to. We spent 45 minutes in 30 degree weather trying to figure it out. Lockbox was broken and had to call to arrange another vehicle (the person I spoke to was very helpful).Jeffrey T.
The dolly and furniture covers I ordered were not in the uhaul. There was a Halloween party happening in front the truck, so I had to get everyone to move out of the way.Andrea C.
Customer did not leave a comment.Julia G.
Customer did not leave a comment.daphne M.
I highly recommend this location. Sdot rep is readily available to assist you. Super professional. However, the process is seemless. Pick up is step by step and automated, drop off is even simpler, just place key in the box. Cost is reasonable. I plan to use this location for all my future u-haul needs.LATONYA L.
It my first time, it wasn't easy to access the system, but the service was so great i would like to recommend this location to my friends.Gabert R.
The pickup/dropoff location was confusing. There was no phone number I could call to ask where to go. The parking lot is very small and hard to maneuver big vehicles.Rebekah G.
The steps when you are at the location are too long. There should be another way to be smootherLona H.
Parking lot is a bit smallYaacov L.
Customer did not leave a comment.Ivan A.
Oil light was on and tire air pressureMICHAEL D.
One day later and I'm still getting charged other fees. Next time I will go to Home Depot and rent a 10â€ truck . Where they didn't put hidden fees.Keith T.
Customer did not leave a comment.David K.
Customer did not leave a comment.Nilda R.
Customer did not leave a comment.Anna W.
When I went to pick up the truck at the appointed time there was no one in the store. When I called the contact number the mailbox was full. The trucks were parked two blocks away and i couldn't even find them. I had to make multiple phone calls to finally get the code number to get the key for the truck. I went to pick up the truck at 1. It was nearly 3 o'clock by the time I was able to get the truck. Two hours wasted! Like any move, I was on a time frame. An awful experience. I've moved multiple times. The worst ever.David B.
This is a completely app based facility. There is no customer service. And while I got used to it finally, they ask you to take a picture of everything from yourself to the mileage reading, they don't ask you to take a picture of the odometer. I returned the truck with more gas than it had when I took it but I had no proof. I was charged an additional $47 for gas and did not receive a response when I questioned the charge. It was a disappointing experience and I won't go there again.JoAnn C.
No employee at the lot. Only way to interact was through an app that had to be downloaded to my phone. I had my order printed and then tried to do it through internet, but wouldn't let me. Had to take continuous pictures - which were not accepted and had to retake. Entire process was well over 30 minutes. Won't be using this location again, and probably stick with Penske or Ryder going forward. Very disappointed.Del P.
Customer did not leave a comment.Amadou N.
Shawn is an absolute awful person and needs to be arrested! I started out the rental with his nasty attitude. We spoke and I let him know the day we were to return the truck that I would need it an extra day. He said no problem. Then next day the truck was towed while in the middle of the move. Corporate said that Shawn (the owner of the location) did not inform them that I spoke to him, only said that I refused to bring the truck back the day he told me to (LIE). When I finally spoke to him he told me that I am rude and need to be taught a lesson, proceeded to threaten me and my husband and hung up on me. Weeks later I received a $1200 bill from (guess who) SHAWN saying that he cleaned the truck and it came Up to $900 plus other fees. He's since called and harassed me, driven past my home and yelled profanities out at me from a uhaul truck and tried to charge my credit card various amounts of money. I am truly disturbed and disgusted by this person. I will be filing a police report against him. This is outrageous. DO NOT USE THIS LOCATION and avoid this criminal by any means.Tiffany C.
Identifying that you will receive a text with specific instructions for pick up a few hours before your reservation would be helpful. I was worried the evening before as I was unsure where e trucks were and how I was to get the key. The text I received ahead of time from the local location was helpful and would have been good to know that it was coming. Thank youGabriella N.
Customer did not leave a comment.Amelia K.
Customer did not leave a comment.Steven T.
Customer did not leave a comment.Tyesha H.
Customer did not leave a comment.Luis R.
First I was texted the wrong address. It took me over 30 minutes to find the place, that is because I went into every back street hoping I would find a Uhaul truck. Thankfully a woman was there and told me there is no actually store. It's all strictly on the computer. I wish the rep from the Passaic store could've warned me. Otherwise the pick up was great. It just needs an oil change.David N.
Really easy to pick up and drop off - got the job done!Dominick D.
Customer did not leave a comment.Marc H.
Find the check-in on website is somewhat confusing. Once such thing is having a alternative contact. It should be mentioned before the pick up that another contact is necessary. But it all finally worked so it was fine.Joseph G.
The local U-haul representative that i spoke to in order to get assistance with virtual rental was very unprofessional, unreliable, not trust worthy, gave me wrong information, send me the wrong links, had me waiting and did not show up at the lot to assist me, gave me a wrong pick up address, I was not able to pick up my rental until almost 2 hours past my initial reservation time and he was of no assistance or support. I had to cal the 1-800 number for u-haul reservation and had them do my reservation all over again and walk me through the process and only then was I able to successfully do a virtual rental and be on my way and was behind schedule for my pick up. You need to hire someone else for this location. I am a long time customer and have rental many different body style trucks form different locations and this is my first time having such a rotten experience with the process and the local representative. This local representative does not represent U-haul in a good light and needs to be replaced immediately.Mesha W.
Shawn was absolutely the best! He even backed our trailer into the spot. So helpful and friendly. Uhaul is lucky to have him.Robert C.
Customer did not leave a comment.Alterek B.
Easy in. Easy out.James A.
Customer did not leave a comment.George H.
Customer did not leave a comment.DENNIS G.
A more cohesive across the board policy experience with chat representatives.Charles R.
Clementine, with whom I spoke with on the phone because I forgot to add an alternative contact point, was pleasant, helpful and professional. HOWEVER, I could not be more disgusted by the service at the actual U-Haul â€œlocation.â€ First of all, the trucks are not parked at 162 Bloomfield Ave, they're parked at 143 Grove Street. Where the trucks are parked is 3 blocks away from the store location and the trucks are neither visible nor accessible from the front or back of 162 Bloomfield Ave. Due to construction in the area, I called the number available (which is obviously a personal phone number, because no one was actually in the business at 162 Bloomfield Ave) and was met with nothing but attitude and contempt. I advised the gentleman who answered the phone that I could not access the return location of the truck due to road closures. He advised that I park it on the street. There was no street parking, so I parked in the Popeyes restaurant next door to 162 Bloomfield Ave and called and told the man where the truck was. He proceeded to tell me that the truck better not get towed and he didn't have time to go â€œback and forth with me (you). I'm telling you to put the key up and you wanna sit here and go back and forth with me, I don't have time for that.â€ All because I was courteous enough to advise him of where the vehicle would be. His service was unacceptably poor, and I cannot believe that such a prestigious company allows their vehicles to be parked in the back lot on a one way street behind unknown buildings. Especially at a time when the country is so tumultuous, I expect at least basic human decency when making a service phone call. And if getting calls to his personal phone is such an inconvenience, maybe he should either be at the shop, hire an answering service or find other means of gainful employment.Shelby G.
There was no customer service, and the van was out of alignment.Argirios K.
The reserved truck was not available. I rented the unit for a 9am pickup and was not contacted until 10:30 that I would not be able to use the rented truck.Walter G.
Found self serve app system to get and return vehicle difficult to navigate.Steven N.
The mobile app was a disaster making my pick up a 45 minute ordeal which threw my entire schedule off. The manager was contacted by customer service and saved my sanity.Austin P.
Move to a better location.Sean W.
Have someone with customer service skills answer the phone when a customer calls having a questionYvan W.
u haul app made pick up and drop off easyJim A.
The bill is incorrect! I was quoted $19.95 a and charged $119 for the rental. I requested for it to be reviewed, said I was getting a call back in 48 hours and it never happened.Pablo C.
-the web and text provided two diff addresses for the vehicle (bloomfield ave and grove) - also you ask for a driver referral contact number (what if that person is not available to pick up phone) - too many unnecessary controls.Landy E.
They claimed I used used it for 18 miles. I most definetely didny use it for 18 mikes. Not only was I moving within the same town bloomfield but I also picked up the truck in the town of bloomfield. It took 2 trips. Customer service refused to believe me.Lisseth B.
Customer did not leave a comment.Rodney W.
Customer did not leave a comment.Austin A.
If you need human assistance there's no One there. Make sure you have a smart phone or you won't get anywhere??Charles M.
Please advise that there will be a key code to pick up keys at this location. I did not know this and wasted quite a bit of time trying to figure out how to get the main uhaul locations to verify my license since they couldn't get a clear picture, in order to get a key code. As a result, I needed to extend my time and pay for another hour.Christina V.
The mobile check in was very inconvenient. I'd rather would have gone into a physical store. I wouldn't recommend anyone doing thatBupe M.
Customer did not leave a comment.Brixtro M.
Customer did not leave a comment.Lauren H.
Need to fix the key for the ignition. Took me an hour to figure out how to start the truck.Eilene M.
The owner of this franchise was super helpful.James A.
I chose the pickup location at East Orange so it was off putting and confusing when I got there and was told that's not where I was supposed to be. Also, the gentleman there was extremely unhelpful. Then when I followed the online procedure to go through the process of pickup, the address for snjelectronics was 162 Bloomfield ave in the until site which was not my eventual pickup location. This all caused me to be severely late to moving window. Despite this, my actual snjelectronics contract was very kind and helpful. Conversely, at one point I did have to engage with roadside assistance for the locked vehicle and they were very prompt and helpful.Rebecca S.
Customer did not leave a comment.Yin J.
The process to rent a uhaul is horrible. The process to return a uhaul is horribleDonald P.
Customer did not leave a comment.Michelle C.
I read a lot of reviews about how difficult it was to find this location and such so maybe I was prepared? I didn't think it was that bad. It's a very tight parking lot and parking around isn't ideal. But the overall experience went okay. Thanks.Cristin S.
Your Representative (Shawn) acted in an unprofessional manner. A Text was sent saying he would call and he failed to call me back for several days. He neglected to advise me in advance the importance of getting a Password for pick-up and return on vehicle. He also misled me about the availability of the pick-up time. This location is a DISCRAGE to your Company. I had to call him several times and he never explained how it works. I do NOT use my Phone for Internet connection whatsoever. His only concern seemed to be whatever was easiest for him to do and didn't care about Customer Service. I feel that I was "Serviced" (screwed) by this location.Daniel S.
It was confusing that the location is listed on Bloomfield Ave when in fact it's not. We drove around trying to find it when we were told it's on another street.Samantha R.
My experience was great. The Person who worked at this location handled all my questions and walked through the entire online express check in process with me.roshena R.
Have a actual human at all locations especially when the pick up is after 10 am. The money you are saving by having us do all the WORK of checking in by having to use these apps. Should at least result in lower prices.Michael C.
The representative was excellent. I did not like needing an alternate contact. Some of the new phones block unknown callers, therefore the process for confirming an alternate contact was extremely difficult and time-consuming. Further more, I do not understand my bill.MICHAEL P.
service met my requirementsMarie S.
Customer did not leave a comment.Monifa B.
Customer did not leave a comment.Jessica A.
It was too expensive for the short trip and millage fee that was calculated.Manis J.
Customer did not leave a comment.Danny R.
Customer did not leave a comment.Tanel M.
The wait time was terrible. My time started however I actually got the truck 40 minutes after. Hence I was charged a late fee. I requested a call to discuss the billing and never received a call. I was billed on 9/30 and now your company is billing me again on 10/12... this is absurd. I need to dispute this transaction ..Lisa F.
double charged, no help with customer service...never again will I use U haul or recommendTerry T.
Pads, dolly were not available, I was charged for them anyway - even after I disputed the charges upon return of vehicle. I also found the user experience with mobile pickup to be very frustrating and way way way way too complicated. If I can avoid it, I will be sure never to use uHaul again. Customer service was utterly unhelpful.Benjamin B.
Customer did not leave a comment.Jason G.
I was booked at another location but was called 4 hrs before my pick up time that a van is not available. Then I called customer care and had to stay on hold for 30 minutes before I could talk with someone. They found me a van which was further away from my house. I had to go through this inconvenience, pay for extra miles but was not even offered an apology as compensation. Forget the 50 dollar guarantee, that is bull shit. I didn't get a dollar, in fact ended up paying extra for an error your scheduling system made.Kanishka Y.
Customer did not leave a comment.Ebonynisa H.
Customer did not leave a comment.Carol M.
Customer did not leave a comment.Christopher W.
It took me longer to get an approval to get the key for the u-Hal than it did to get my stuff into the u-Hal and take it to it's destination. Was waiting 50+min to get approval. I thought it was supposed to be a quick process.Caitlin G.
Customer did not leave a comment.Denie S.
Check in and check out were confusing and lengthy. I returned the vehicle with same amount of gas and was charged $6Louis S.
Customer did not leave a comment.Sharif W.
Customer did not leave a comment.Jasey B.
Customer service was the best. Great customer service by Shawn.David L.
Customer Service here was awesome. Left my wallet on the dash after securing the keys in the drop box at 9pm. Someone showed up within mins to unlock the vehicle to get my wallet out. That's some of the best customer service experience I've ever hadJose A.
The area does not seem safe. If you are going to provide 24/7 service especially in a bad neighborhood you should have a the presence of some kind of security. The mobile check in and check is not conducive for everyone and does not take into account a malfunction with our mobile phone..very unpleasant experience. I much rather go where there is a person giving customer service.Cecilia S.
Hard to communicate w/ the provider; online check-in option was harder than in-person; truck was old & not functioning well.Andrew B.
The attendee, Sean, was very helpful throughout the process. He provided a lot of guidance when it came to navigating the internet.Daysi Z.
Customer did not leave a comment.carmen P.
I had such a great costumers service at my location, I would not change anything. Sean is the best, thank you so much.Brenda L.