I've rented trucks from Penske - you drop off the key record information on a note and it all goes int eh drop box - you use an app that did not recognize my order number - I called your 800 number for assistance and they want me to watch another video on my phone inthe dark inthe rain. Like a fool I did - and still your app did not recognoze my prder number - An absolutley AWFUL experiancepeter L.
Customer Reviews for Sponge Brothers
(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.
Customer did not leave a comment.RICHARD G.
They were very disorganized made me wait over 20 mins picking and dropping off. They did not mentioned terms and conditions such as fueling the truck back. When inspecting the truck they took over a half an hour just to tell me nothing is wrong. A manager was telling me to tell other customers that the service girl was going to take a while to let others know like I work there. It was a nightmare and never dealt was such unprofessionalism. It was my first time renting a truck a was told no terms or conditionsNatasha M.
Customer did not leave a comment.kenion K.
Customer did not leave a comment.Andrew S.
I have returned my uhaul and still have not gotten my $56.11 back on my credit card which was a hold. I paid with my debit card when I returned the uhaul and the money came out. But I have not received my money back on my credit card yet. It's still pending and has been 12 days! Very disappointed. Called the car wash that's a dealer for uhaul they were no help. Called uhaul they were no help. Called my bank also no help because of uhaul not putting the return through. Very disappointed.Savannah S.
We were not able to pick up the car despite being guaranteed a reservation. On arrival, they key code provided did not open the lock. Two days later, we received a a $300 charge for a car we weren't able to use. Not all Uhaul dealers are bad but this one has turned into a horrific headache.NABEEL S.
Pick up process was hectic and attentive was not helpfulYi Wei N.
The app based check in took an hour to complete making me late to start my move. The need of an "alternate contact" to be called to verify is an unacceptable requirement.Andrew V.
Took forever. Other times it took 5-10 minutes...i was the 30 minutes just to get a vehicle. They are too busy doing their other business to run a uhaul rental also.LEON Q.
I've been using U-haul for years and this is the only time it wasn't a decent or good experience. Very unprofessional. Send someone in undercover so you can really see whats going on there. I will not use this location again, and after that visit I probably won't even use U-haul again.Ikee M.
The Uhauls weren't easy to get to. I needed to go into the Farmer's Market parking lot to get access to the trucks. I used the Uhaul app to get my truck and it took 5 minutes to find where the key lockers were. There were no signs, so I have to walk around the entire building. I wouldn't recommend this place. I'm surprised and a little disappointed that an actual Uhaul location was two minutes down the road, but this place was recommended instead.Jason K.
Customer did not leave a comment.Kossi Y.
Simple, clean, no hassle rental.ronique W.
Customer did not leave a comment.Mark S.
the appointment was for 7:30 , they did not show until 8:15, the tank was not full, they did not have the blankets requested on the order. i called customer service to ask for refund, they offered 50.00. meanwhile it cost me hundreds because of U-hauls inefficiencies', let alone my personal time wasted.Lyle H.
Customer did not leave a comment.Hannah M.
Customer did not leave a comment.Michael M.
Customer did not leave a comment.marlon B.
Let them rent closer to an hour away from their desired location.Margaret A.
I had a self checkout but the lady at Sponge Brothers was extremely unfriendly and very unhelpful when I did ask a few questions to clarify. I would not select this location again and I do not think they represent the U-Haul brand in the correct way.Simon P.
Service person at the desk was not wearing her mask properly(nose not covered)the rest of the staff were not wearing masks at all, including the person who hooked up my trailer. Person who hooked up my trailer was not familiar with how the hitch worked. When I arrived the system was down, which caused unnecessary delays. The front desk clerk was also generally rude and unpleasant. Terrible place, and unsafe. I won't go there again.Ray B.
This was my first experience using Uhaul. The Uhaul manager Lou was very polite, responsive and friendly! Any questions Or confusion I had, he assisted me right away! He was very professional and I wI'll recommend this location to anyone! Thanks for making my first experience a pleasant one!Shermaine S.
The customer service was excellent.Cristina V.
Customer did not leave a comment.Yessica T.
Where can I find the definition for all the three additional costs associated with the rental beyond the rental charge, insurance and mileage? I assume they are mandates. The improvement can be to explain the additional charges upfront so customers are aware of the true cost of rental before the sign. Otherwise everything was great.barbara F.
The check-in process took over an hour because the systems were running slowly. The employees of Sponge Brothers were nice, but couldn't help us at all. We also purchased 2 queen-size mattress protectors in-advance, they were not on the truck. We had to go to a different U-Haul location, wait on line, to get the protectors.Christopher M.
Customer did not leave a comment.Keren T.
Lower your gas feeCody R.
Customer did not leave a comment.Edwin J.
Customer did not leave a comment.Peter M.
Customer did not leave a comment.William H.
Very time consuming to check out vehicle - even after I had done the registration online.robert W.
I am sad to say that I was disappointed with my experience with U-Haul. My pick-up location was not the location I had requested. And while I understand this is not guaranteed, I had to drive about 30 mins out of the way when there was a location 3 blocks from my house. This also does not take into consideration the traffic on that specific day due to a local sporting event. I then arrive at the U-Haul in said town to wait in line for 45 mins at one of your locations to find out I was at the wrong location. Do you not take reservations into consideration when staffing your stores? I was Reallocated to a independent Contractor, 2 mins away. Why would you have two pick up locations so close to another? I then Was charged more then quoted including insurance coverage that I was never offered but charged for. At this point I was late and did not have time to sit there and question my bill. The trailer was in poor condition. One of the tires looked like it could pop at anytime and the rim was rusted. Overall, I was very dissatisfied.Katelyn S.
Customer did not leave a comment.lou A.
My reservation indicated that I was to go to the Uhaul location to pick up the truck. When I arrived (and after waiting on line for 10 minutes), I was told that I had to go to Sponge Brothers - which they did not tell me was a car wash so I passed it. Why didn't the reservation indicate I should pick up at Sponge brothers? The truck was immaculately clean.jacky F.
Customer did not leave a comment.Nick M.
Customer did not leave a comment.Cody P.
the young lady who works at the front desk should change her attitudeMOHAMED A.
uhaul as a company is from 1 to 10 a 1at best I your company will be my last resort and you can call me and will be happy let you know it was not fun dealing with your 1800 group 2038873520Cindy B.
Customer did not leave a comment.AMANDA E.
Customer did not leave a comment.Kyle W.
Customer did not leave a comment.Jennifer A.
More comfortable trucksAmer S.
Customer did not leave a comment.EDMOND H.
Nothing. Stacy was so nice and helpful! EXCELLENT customer service!!DONNA F.
Make it clear whether they do or do not have dollies, hand trucks, blankets, etc. As for the truck itself, they did an excellent job. In and out quickly. Explained all charges. Good people.richard L.
The people of SpongeBob are very accommodating very nice to deal with I rented from them before and I will continue in the future and highly recommend themROBERT S.
Customer did not leave a comment.Danielle B.
Computer system was down and they didn't even know if the trailer was at their location or not. Then they charged me for a second time, after I told them that I already paid in full and even made me fill out the paperwork again. Very frustratingSteven A.
Nice lady.Gregory A.
Customer did not leave a comment.JOHN P.
DropBox system and UHaul App did not work, the pickup location was closed (it was not the one I had requested and when UHaulo switched me to it I was assured I would be able to pick up the truck without difficulty. The UHaul phone numbers / menu system I called did not connect me to anyone who could help -- I was fortunate to find a 24/7 UHaul dealer down the road who offered to help -- they put me in touch with the regional dispatcher who gave me the coes over the phone tp get me into the lockbox. I was half an hour late starting my move as a result. Next time I move I will shop around other rental companies.Oliver B.
Nice people to deal with very accomodatingROBERT S.
Customer did not leave a comment.Puneet K.
Customer did not leave a comment.Ajay B.
The systems failed at the locations and we were kept waiting for 1+ hour and we lost our moving time slot. Also they charged me for 2 days since they could not allot me for one day.Vikram K.
Customer did not leave a comment.Keith M.
Customer did not leave a comment.FLYNN K.
Gas gauge was on empty when truck was picked up. When I dropped of the truck I was told I should have received a voucher for fuel. This was not the pick up location I made the reservation for. I was relocated 30 minutes from original location. This added time, fuel, miles and aggravation to a long heavy move. The below average rating is more for uhaul than for the particular location.Charles B.
Customer did not leave a comment.MIKE H.
While we were there there were customers complaining about your service and there was no resolve in sight as the manager said no one was available to help as they can only do but so much.STEVE M. R.
Overall Perfect Thanks For Your Serviceyolanda K.
Customer did not leave a comment.James S.
Customer did not leave a comment.Dawn S.
Return vehicle no damage just normal road dirt on the outside and Winter sand inside claiming they were going to charge to clean ,ridiculous !mike G.
I would say the rate/ mile is too high. Truck drivers get paid 0.34/mile, the state reimbursed 0.45/ mile. 0.89 cent per is too much.Georges S.
Customer did not leave a comment.Alexandra K.
The rep was not friendly at all didn't use basic manors â€œthank youâ€ â€œhiâ€ â€œmay i help youâ€. My reservation couldn't be found the gentleman was nice informed her of the issue she just asked for my license and didn't even say hi or introducer herselfAbadesa C.
Customer did not leave a comment.Victoria U.
The online reservationEdwin A.
Customer did not leave a comment.James M.
Leakage in the Mom's attic storage. Lost 1 box, completely wet. U-haul, please FIX IT.Jaime I.