This review is not a reflection on this specific location, but on U-haul overall. I made a reservation via the U-haul app several weeks in advance for 8:00 AM on a Friday. A U-haul representative called me two days before the reservation to inform me that my equipment would not be available at the location I requested, or at the time I reserved. I was told that the earliest my equipment would be available was at 11:00 AM, and that my truck would need to be picked up from a different location than the auto transport, which is a sizeable inconvenience for someone like me, who lives alone. Then, the day of my reservation, I dropped my vehicle off at the location of the auto transport, and had a friend pick me up to take me to get the truck. U-haul then called me just before 11:00 (the time of the reservation) to inform me that they did not have the truck I reserved. In fact, there was no truck that met my needs within 60 miles of my location. So, I had to drive over 3 hours round trip to pick up an oversized truck (bigger than what I had reserved). The entire experience was unpleasant, including one of the U-haul representatives that I spoke to on the phone, who was entirely unhelpful, and even seemed to mock my frustration at one point. I was not able to begin my move until 4:00 PM, when I originally scheduled my reservation for 8:00 AM, as mentioned earlier. I wasted gas and put miles on my personal vehicle going to a distant location to preserve my moving schedule as much as possible. In summary, U-haul's reservation process was fraudulent and their service team was unhelpful. They have the cheapest rates among rental truck companies, as far as I can tell, so I guess you get what you pay for. I've never had major issues with them before, but this was an absurd and unpleasant experience. IF you can afford a superior company, I suggest doing it!
JONATHAN L
Customer Reviews for The Grove
(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.
There was nobody there; the phone mailbox was full, even though it was not closing hours. The space by the road was difficult to back the trailer in and maneuver a truck. I called back the next day to verify they received the trailer; the phone VM was still full. The app did not work to upload pictures.
KAREN BEasy drop off using the U-Haul app. Location has a video recording device. Easy access in and out when no employee on site.
Cecil TThe unit was not swept out. 1 tire had extremely loose lugnuts.
Mark CThe owner was very nice and considerate and was concerned about my experience I had at the pick up location.
Jackie WVery friendly and helpful.
Lansing HYou can improve your app as to a person doesn't waste six hours of valuable moving time just to pick up a truck they have already listed a card to pay for. Your site is garbage and after the trouble I had I believe I'm entitled a refund. Never again will I use
Michael J