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Carlos RCustomer Reviews for U-Haul of Laurel
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.
This center is always good. They have what I needed and do a great job
FRANCIS Kgreat experience, all the people were super helpful and nice!!
DANIEL RSadly, the mover we had arranged to pack and move our household goods never showed up; as they were going to bring a TWENTY foot truck, NOT the original 26 footer discussed originally, I’d rented the trailer for overflow. I returned it next day to the same location and received a refund of all but one day’s rental. Better than full charge. We DID get a 26 foot trailer from U-Haul though the next day and it worked out well.
Norman BGREAT Person! Very Helpful!
David BThey tried to fleece me by pulling an extra day's worth of charges from my card even though I returned the vehicle on the day I had agreed to. I had inquired of a worker prior to booking and was told that the time is flexible as long as I return the vehicle within the return day. However, upon returning the vehicle, I was charged for an extra day. Darnyell was incredibly unprofessional and lacked common courtesy. We were made to wait for over thirty minutes even after setting an appointment to see her while she was available. When she came out to the front desk, she decided instead of tending to us who had asked to see her to resolve the unwarranted charge, to take other customers who got there after us. When she finally decided to see us, it was not until she realized that I was recording our conversation that she changed her tone from rude and confrontational to a more professional tone and attitude, stating she would refund us. Before this discovery, she was callous and insisted on maintaining the charges. We met with other customers who had similar complaints about this location while there. This fraudulent practice of overcharging customers at this location must be stopped.
Adekumbi OGreat rental experience.
SEAN GWith today's technology there is no need to deal face to face and in this case it was good. I was returning a one way and it was great!
Valerie BWe were happy & Kiara was a big help & very professional & very nice.
JUSTIN SAs long as you keep on having multiple equipment in stock available for rent, you don't have to worry about anything from me.
BANDELE OPlease let customers know ahead of time for provisional driver license. They don't accept provisional license.
Wardah SI think one line should be for the customers who already checked in online. I always do pre check in and there were two people ahead of me who didn’t and it took them 10 plus minutes each to decide on what exactly they wanted. I was supposed to pick my trailer up at 10. I got there online at 9:50 and didn’t get to the counter until 10:15. The manager who helped check me in was EXCELLENT and a go getter/doer. He had me checked in, hooked my trailer up in 5 min.
JAMES GWas greeted by a young man who spoke so fast I had to ask him to repeat him self still missed some of the verbiage but assume I caught the important part..
Qiana FThey should have cold drinks because I got thirsty carrying heavy items and when I returned the truck the guy said they had no cold drinks and no food either.
Daniel WImprove customer servicer at the counter
JOSE MThe vehicle had an issue with the passenger side front tire. The agent was nice enough to add air to it but it leaked out during the rental. It was a huge inconvenience! Other than that the rental add service was top notch as usual.
JERMAINE CThe young gentleman that helped me and my wife while picking up our truck had great customer service, very knowledgeable, and friendly and patinate
VINCENT SThey were very professional.
TIONA JIt cost me money to go and check out the tire light which came on. Another light came on in the dashboard, the visor was missing a part making it hard to get it to properly block the sun. The man renting the vehicle would not let me have the vehicle that I requested, which was a van, without 2 emergency contacts that would answer the phone. It was the middle of the workday and I didn’t want to bother my friends for something that I had not ever experienced in any previous Uhaul rental. This caused me to have a higher price on my rental. I don’t appreciate this. It cost more per mile and more for gas with the 10ft. that he forced me to rent instead.
JULIA RContinue to provide great customer service.
SANDER MThe staff should Keep up the good work in delivering stellar customer service!
LATEKA GI can't think of anything. Staff was friendly, knowledgeable, and efficient.
BRYAN PThe staff were very helpful. Everything was as it should be
FRANCIS KRented a van; the flooring at some point was covered with mud, your crew did their best to clean it up. You could smell the mud. Properly best to hose out the interior. Great staff; very engaging.
RODNEY EI fueled the vehicle, and I was still charged for fuel. I need to be reimbursed
DENNIS PEverything was great. I did feel like I did a lot of online pre check in and still had a lot of in office check in to do also. Nothing horrible just felt a little redundant. In all fairness we did add my husband at the counter too so that might have prolonged the check in process a bit but I still had things to do at the counter that I felt could have been done over the computer. Thanks though we would love to use this company again when we move our things out of storage and into our forever home.
Suzanne OHad a little challenge when returning the truck after hours with your qr code, but it was a overall good experience.
CHRIS CIt was a great experience. Customer service was great!
Angela WPersonel very helpful.
CHRISTOPHER MThe uhaul truck was extremely old. No backup camera, and roll down windows. The location has a massive pothole at the entrance into the location.
Mirza BThe service was very efficient and quick. Everyone was courteous.
BARBARA JProfessional staff. Everything was great- thank you!
DANIEL AI would not recommend U-haul as a business to anyone l know.
SALVADOR MThe reliance on phone/apps for even the most basic service is hugely problematic for some of us. At the very least it is a major nuisance and does nothing whatsoever to improve the quality of service. It's simply shifting U-Haul's job (vehicle inspection especially) onto the customer. Hire more flippin' staff. My phone is older and does not run the app (nor does it have space for it). This newest update to the check-in system will not run on my phone. Which, according to the accompanying text, could leave me liable for previous damage, since I didn't document it in the system. My having a newer phone (or any phone at all) should not be a prerequisite at all when it comes to fully completing this transaction. The manager on-site (very busy; doing a good job) suggested I just take the usual pictures and have them on my phone as verification, in case there were an issue. A good solution in the moment, and one I could do. But clearly not the "official" solution. (Heck, what if I didn't have a phone with me at all-?) On the plus side-- THANK YOU for finally ditching the practice of storing hand-trucks and packing blankets in the trucks. It took too many years to let it go, but it was nice to see the light finally dawned. . . heh. . .
Thomas HThe customer parking issue really needs to be addressed. Between returning trucks and cars waiting, it was a mess.
SUSAN BEverything was amazing! Thank you so much! Very fast and organized!
WILSON CMake sure the gas tank in full before renting. Drove truck for 17 miles and had to spend $27.00 for 9 gallons of gas before returning. Won't be back again. Low tire pressure indicator was on; I was told to ignore. Suggest fixing the indicator light if it's defective. Rear view mirror on passenger side could not be adjusted and could not be used to check blind spot!
KARL SThe lady that helped me was excellent and thorough.
RUSSELL BEasy pickup and return; staff was professional. Overall, great experience!
Byron HMy card was charged for equipment I didn't even receive. Then I couldn't get the refund for the charge.
ALMONIQUE VTruck was in poor shape, out of alignment, steering g pulls horribly, can hear wheel bearing grinding, needs brake pads... maintenance is a joke on this one.
Richard SPick up Sunday morning - parking lot was full so we had to be dropped off on Rt. 1. Staff was nice and helpful, easy process to get key and head out, same with return but parking lot was clearer. Thank you
Susan BMy initial expense/cost was not given to me upon my return of the vehicle. The sales representative said that it would come to my email; however, when I went to the email, the link provided gave me an error. The experience would have been excellent had the rep told me that the final cost when I was there. I would have been willing to wait for the processing if it were a reasonable amount of time. The cost was actually lower than the estimate... Give me the choice to have the final sent, but have the final cost at check out...
ANTHONY SEmployees were very friendly, helpful, courteous and knowledgeable.
MICHAEL ROverall, customer service was average. Communication can be improved.
Joy L | Overall Experience