Pick up was horrible the manager at the location was not helpful at all the dollies I paid for was not in the truck they said the truck was full of gas when it was not it was only a half tank of gas when I pick the truck up it had snow on it looks like no one didn't even attempted to get the truck ready for me I was charged 102.00 dollars because they was saying it was full when it was not it took me 40 minutes just to get the truck I reserved you can improve customer service by hiring more helpful people like the manager in Naperville ILKimberly J.
Customer Reviews for Submarked LLC
(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.
Great crewðŸŒ™ðŸ’œðŸ¦‹Antoinette B.
They charged me for 2 trucks when I only rented 1 & used 1 !Katrina G.
Wasn't there fir drop offTRISH C.
The girls in the office were very unprofessional. They were nice, but one was swearing, dropping the F bomb over and over. They were chit chatting with each other and talking about things, and other people, that should not have been talked about in front of customers.Dean T.
Customer did not leave a comment.Jimmy J.
Employees were very unprofessional. Upon walking into the office we were smacked in the face by the strong odor of marijuana. Employees were swearing, on FaceTime taking personal phone calls. One of the employees didn't want any assistance hooking the trailer up and if my brother didn't grab the trailer it would have gone straight through the tailgate. She then proceeded to tell my brother to not touch the trailer. After going back into the office it smelled as if they emptied an entire can of Lysol. The uhaul system wasn't processing our order according to staff and they constantly reminded us that she would be late to an appointment because of this. It took nearly an hour to just pick up a trailer. Overall was a terrible and very unprofessional experience.REBEKAH K.
Have renter make clear wear to drop off key and how. Put cameras outside building so that they won't false accuse a good customer of bringing in truck at a different time. Don't charge a person a fee until they are sure that customer owes it. I probably will never come back here again and now I will personally make sure to tell others not too.eunice M.
Customer did not leave a comment.Gina M.
Customer did not leave a comment.BARBARA J.
Customer did not leave a comment.Cynthia B.
Customer did not leave a comment.Gerald S.
Great customer service. Very helpful and will return if needing another uhaul.Corey W.
Customer did not leave a comment.Giovanna A.
Being able to use the app to check in, was great, but when you have to pick up keys social distancing guidelines weren't being followed. Same at drop off, unfortunately we couldn't access the app for drop off, so there was prolonged interaction with out guidelines being followed. As a high risk individual I found this a little concerning. Other than that, everything was great.William R.
Loved the customer service! Unfortunately the truck smelt like an ashtray. But overall it was alright.Catherine M.
The ladies who I got the U-haul from were fantastic. Even though the uhaul was not the size I reserved, it was dirty on the inside, it was missing the signal cord that you connect to your car for the brake lights and tail lights. These ladies drove with me to the nearest uhaul location to nearest uhaul location to get a spare.William C.
I love dealing with the ppl that work there very helpfulTosha B.
Customer did not leave a comment.Pamela J.
The customer service was excellent. However, there was no snow removal equipment for the truck and it was covered. They had not plowed or shoveled in front of the truck. They had one person there who was excellent but it was her return day from maternity leave so she was just getting settled back in with no one to help-someone no showed for work. It took some time to locate truck keys. The check in process took almost an hour.Lindsey T.
Never to recommend because in continued to be charged tow fees for December 10, 2019. Trued calling no one seems to know how to help uhaul collection failed alsoKatherin J.
Everything was great at this location she handle everything very professional thank you.Maybell B.
Customer did not leave a comment.Shannon S.
I checked in my uhaul 2 hours early, but after hours. I followed the directions to check it in online and it somehow didn't work so I got charged an extra $20 to have it manually checked back in the next morning.jill L.
Ratchet strap broke on car hauler trailer and wasn't able to use the equipment as it was designed. I had to use my own straps to secure the vehicleMonica K.
The Short Elm Street location got these good marks. However, I was told I could drop the truck off at a different location in Roscoe instead of the FIRST Rockford location. I did apologize to the first Rockford location for forgetting to call him. When he called, I put him on speaker phone so my friend could hear what he said. He was EXTREMELY NASTY! He told me I could take it anywhere I wanted, but it would cost me over a THOUSAND dollars. And he ranted for several minutes. I did say something like, but you did have to be at work anyway right? He didn't reply and ranted some more. When I got off the phone, my friend said she couldn't believe that he was so LOUD AND NASTY! I would NEVER recommend the first Rockford location to anyone. And I can't believe that someone from uhaul would yell at a customer they way he did. The rest of my drop off information is with the pick up location details.Diana W.
This was the absolute worst customer service experience I've ever had. I reserved an auto transport online and went in to pick it up. The only employee working there was Ann Marie. Her husband was there as well, but sat in the corner playing on his phone the entire time. When I first arrived, Ann was talking to another customer, but it wasn't about business. They were talking about their apartments, renovating bathrooms, a woman who got evicted because she got caught smoking, anything but the business this woman is supposed to be running. After waiting for about 25 minutes for this conversation to conclude, it was finally my turn to be helped. Ann was very slow and liked to tell me more about her day than actually do her job. Another 20 minutes go buy and the paperwork is finally done. I bring my truck out back and pull up to the trailer only to find the ball I had was too big for the receiver. My fault, no big deal. I ask Ann if she has anything inside, planning to buy another ball if I had to. She comes out a few minutes later with the correct size ball, but too small of a hitch. My truck has a 6â€ lift, so I had to use my 6â€ drop hitch or the trailer would scrape the ground. We decided to see if we could get my 2 5/16ths ball off of my hitch and put the 2â€ ball on. Ann goes and finds 2 pipe wrenches and can't get them to work, and another customer even comes out and tries but to no avail. At this point I can't believe the unpreparedness, so I tell Ann that I just want to cancel the order and I'll rent a trailer another day. When I told her this, Ann proceeds to turn her head and give an over exaggerated eye roll. We go inside and I stand for 15 minutes while Ann seems to be trying to work out my refund while talking to another customer. She then tells me she has no idea how to do the refund, and has to call the guy in charge. He doesn't answer so she leaves a message to call her back and then proceeds to sit back in her chair, lace her fingers and talk with that customer about getting customized T-shirts for the employees thereâ€¦ At this point her husband (who had left to get her another coffee) walks back in and puts another coffee on the desk in front of her. The customer she was talking with jokingly asks â€œwhere's mine!â€ and to my absolute amazement, Ann gives a dirty smirk to her husband, then back to the customer and responds: â€œIf you knew what I did for these, you wouldn't want one.â€ Are you freaking kidding me??? This is a place of business and you're going to say something like that in front of customers? After a while Ann decided I was important enough to continue working on my refund, and she â€œthinksâ€ she got it. I haven't had any change yet in my bank account but I will be watching it like a hawk till I know for sure she actually did everything correctly. This was the absolute worst experience I've ever had at a place of business, and I will be getting in touch with whoever is in charge of this location to speak with him about it as wErik H.
When I called to find out where to return the rep was not helpful at all. He sent me further than I needed to even when I gave him my address. On return of truck, could not find the location, had to call customer service twice. Felt like I was in an unsafe environment.valerie C.
The location looked closed down, it was confusing to get to, the employee took a personal phone call and opened a letter while I was trying to get my rental. It took 40 minutes to get my rental.Benjamin M.