Customer Reviews for U-Haul Moving & Trailer Hitch Center of Las Vegas

Rating:

1.0

The customer service agent that was working one of the three stations was really rude and inappropriate with me. She wasn't even the person that was working with me, the one that was needed her help. The one that was helping me was just getting my keys back after the hitch installation was finished on my car. She was upset because she said the person that did the hitch installation didn't finalize it in the system so I could be charged. I told her she was confused because I paid for this up front weeks ago. This transaction was paid for at the time of booking and was almost $1,000. It was not a credit card hold, the money left my account and did not come back. I went back to the email and text message and clicked the link and showed them the U-Haul website where it showed the transaction and how much I paid and that I owed nothing in the balance. They continued to fuss around with the computer as she got another person's help and I said what else do you need from me? I had gotten my keys back and proven that it was paid for, but they were still trying to figure out what to do with the computer. The salesperson said that we are charged when the work is complete, and they were trying to get the system set up so they could charge me. I again told them that I paid for this in full at the time of booking weeks ago and showed them again on my phone that it says how much I paid and the date that I paid it and offered the reservation number so they could verify that themselves. The agent that was helping the other agent which was a loud overweight volatile African-American woman said yes we heard you. I said you don't need to change something in the system to charge me, if I've already been charged and proven that to you. She then asked me if I was going to continue this kind of attitude with them going forward. I told them that I was eager to go home, because this was a four or five hour installation and it required me taking two Ubers and I knew I had to drive home in rush hour. She then told the girl that was helping me originally to just print out whatever was on the screen and have me sign it and quote get him out of here. I think them and signed the paper and went to leave the space which is a huge room and before I could even get to the door probably 50 or 100 ft away I could hear the African American woman that was so rude to me talking to the two clients that she was originally helping complaining about me and my attitude and how rude I was. I then yelled out in defense from myself from across the room from the door, saying that I wasn't being rude, I was being defensive because you were trying to charge me again after I showed you three times that I'd already paid, and paying for something twice when it's nearly a $1,000 transaction is something that would make anyone uncomfortable. You said that people pay for hitch installations after the work is done and I prove to you three times that I paid for it at the time of booking, which of course makes more sense because the hitch has to be ordered and it's expensive, if the customer doesn't show up for the installation they probably can't return that hardware. So maybe people that walk in pay when it's complete, but the website most certainly did that give me the option to pay afterwards. She started yelling from across the room saying okay sir goodbye sir okay sir have a great day sir okay sir goodbye sir goodbye sir goodbye sir goodbye sir okay sir goodbye sir have a great day sir goodbye sir with all kinds of attitude trying to get me to leave. I went outside and spoke to another employee about the situation and got the managers name and contact information as well as the owners. I'm told that she took a personal day today so I'll reach out to her tomorrow and then I will reach out to him. This was a expensive transaction, on a very expensive car, and my account would show that I've rented trucks from this location countless times and trucks and trailers from U-Haul in this area from other locations countless times. To make matters even worse, my installation date was a week prior. I clicked the link from the confirmation text message the day of the installation and it took me to the website and it said yesterday's date which was a week after the date I chose when I paid. No one ever contacted me to reschedule. No one ever contacted me to ask if that date and time was okay. No one ever contacted me to let me know that I had been rescheduled. No one ever contacted me to let me know why it was rescheduled. When I got there yesterday I talked to someone and eventually the manager by accident and the person that does the hitch installations, and they said it was because the hitch never showed up. So I thought I was going to have to leave and get it rescheduled yet again. I asked for him to go check to make sure that it wasn't there and he did and he found it. The manager looked at the tracking information and said it had just arrived a couple hours previously. Obviously they see the appointments every day when they get there in the morning, they should check that day or the day before to make sure they have received the hitch to install and if they haven't, they need to call and reschedule. So why didn't anyone call me that morning and say your hitch isn't here would you like to reschedule? The ball was dropped every single point in this transaction. Then the manager told me that my car is the biggest pain in the butt when it comes to these installations, I have an Audi and she said they are the worst for hitch installations and that the whole back end of the car has to come off. She said it would take 5 hours and if I had the electrical part done which I was not, that it would have taken all day. This was around 12:45 p.m. and she said she was sure he would be done around 4:00 p.m. anyone that's decent at math knows that's definitely not 5 hours. That would be 3 hours and 15 minutes. I never got an apology that no one contacted me to let me know that I have been rescheduled or why it was necessary. I never got an apology for No One Calling me to let me know the hitch had not arrived on time for the installation but finally did 2 hours before. I never got an apology from either salesperson for both of them saying multiple times that you pay for hitch installations after the work is done and me over and over again saying that I had already paid and continuously proving that. I have had countless customer service and retail jobs in the past, all the way to corporate director level and owning my own businesses and Consulting for others. When you tell someone that they haven't paid, and they say they have and then they prove it. You apologize profusely. You certainly don't talk badly about them to other customers before they've even left the room. I'm sure the average transaction at this place is $29 or $39 for a truck rental for a few hours or for 24 hours whereas this was well over $900. I told them I would come back and have the electrical part installed later since I just bought this car which was obviously very expensive and I paid cash. I couldn't be more disappointed with how all of this played out. All of this was mismanaged and handled incorrectly and you can tell the sense of entitlement from the salespeople is wildly out of control. To ask me if that was going to be my attitude for the rest of the transaction is uncanny. You don't speak to paying customers that way. When you say they haven't paid and they have, you apologize for the confusion. If you don't like them, you certainly don't talk about them to other customers because it's embarrassing to you and to your manager and to your other employees and to the brand. If an installation date has to be delayed, even if the system automatically does it, someone needs to reach out and let you know what's going on and why it's happening and make sure the new date is a day and time that you can be available. If the morning of that day the materials still haven't arrived, someone needs to reach out again and let you know that it might have to be rescheduled one more time. None of this is rocket science. David that I am told is the general manager or the owner needs to make way better decisions when it comes to who he hires and who he gives hiring power to. Obviously this staff feels that no matter what they do they will retain their jobs or they would have never acted that way in front of other staff and customers and probably on camera. Even his manager that was working with me didn't apologize for me being rescheduled and no one letting me know or reaching out to find out if that day and time was available which of course was a weekday in the middle of the day.

Rating:

5.0

The van I rent have no air conditioning

Rating:

5.0

The steering wheel is very out of alignment; otherwise, the equipment was great, and the customer service was perfect.

Rating:

5.0

No change everything is good

Rating:

5.0

An over all excellent experience. I was very please with the employees and the equipment.

Rating:

1.0

Dont charge 11 gallons of gas when i drive 10 miles!!!

Rating:

5.0

Drop off was great, that's the way it suppose to be. Thanks

Rating:

5.0

Staff were friendly and helpful.

Rating:

5.0

Gr

Rating:

2.0

Euiping the truck wirh a governor at 75 miles an hour makes for difficult driving on the interstate in larger metropolitan areas. Truck was on empty when I picked it up but contract and uhaul employee that gave me truck told me it was at 1/8 tank, barely made it to a gas station to fill up. Driver side door had to be slammed to shut so warning light would go off. This caused side mirrors to need adjustment each time passenger door was closed. Overall, a disappointing experience, especially for the price.

Rating:

1.0

Got call today over 24 hours after I returned the trailer. The employee was telling me that I was supposed to returned the trailer yesterday since 1 pm. That if everything was OK if I want to extend the rent on the trailer. I told her to check the cameras on her store 2 off the employee were present when I drop off the trailer inside there atore

Rating:

1.0

When I arrived I asked if I could unload my car from the trailer and leave the trailer there while I went to unload the truck. I was told I could not do that because the truck and trailer were on the same contract. I told the lady what would they do if I unloaded the car and left the trailer there any way and she said I would be responsible for whatever happens to the trailer then she trough the contract back at me. I picked it up at through it back at her like she did to me and told her to hand it to me like a regular person. Then she handed it to me. When I came back at the end of the day I went in to return the truck, the same lady was there and told me she could not help me I had to go to the equipment return area. Being that I am from Ohio and the Uhaul I go to has everything done in the same area I asked her where that was and she just pointed like I was a mind reader. After returning the truck and trailer I asked the person how do I get reimbursed for the trailers flat tire repair that I took care of in Colorado. I was told they could not do anything for me that I should have called roadside assistants. I should have done that. Instead since I was at the top of the Rookies coming out of the Eisenhower tunnel in a rain and hail storm the Mountain rescue towing crew helped me out so I could get down the mountain into Silverthorne. In Silverthorne I went to a tire repair shop and had the tire patched. I asked them for the receipt so I could turn it in to Uhaul. They gave me one and also told me they own the local Uhaul while we were talking because I said I should probably take it to Uhaul and have them repair it but I could not find a local Uhaul dealer. That is when they told me they are also the local owners of the dealership in the town. With all this being said I like the dealer in Ohio, the dealer in Las Vegas is horrible and I would never again do anything to fix a truck. I don't care if I am in the middle of the desert and Uhaul would have to travel 100 miles to fix something I could easily handle myself with the turn of wrench because I know now that Uhaul will screw me over in the end.

Rating:

5.0

Great customer service

Rating:

5.0

Great Customer Service! Highly Recommend! Friendly Staff! Great Location! Clara & Christina were amazing staff! One of my favorite locations! Customer since 2018! Fast,Friendly Service! Meet my expectations and beyond! Courteous and polite! Great Prices! Best Experience!

Rating:

2.0

The employee said there is no connection in my car I have to check on YouTube and I found it.

Rating:

5.0

The staff went over and beyond helping be a first time mover..thanks guys🥹

Rating:

5.0

I got a great service,everything was perfect

Rating:

5.0

Service Personnel was Very Attentive and Quick. Return Process was Very Efficient.

Rating:

1.0

They tryed to chatmrged me 37.00 for gas saying it was below the line so I had to go out of my way to go back to fill up the gas! And than they wanted to charge me $87.00 for mileage saying I went over the 1263 mile I was allowed, I also got assured that the 100 miles more was given from Longview to make sure I had enough miles to travel here! I was frustrated and angry I was told to just talk to the manager, worker not helpful at all!

Rating:

2.0

Had to record this bs yesterday. I don’t wanna hear about penis’s or how you’re gonna fire someone playing or not as a black woman (lady with glasses) assuming she is the manager since she answered the phone and jokingly threaten to fire someone, you shouldn’t be worried about Hispanics and black men (they were speaking on a customer as he left and one front desk agent said “I aint never been with a Mexican before I only do black men because their penis size” manager replies “they ain’t true” but discussing penis sizes at work while we were in line like what the heck is going on ladies is that what made you forget my dolly? as I waited in line. To the two women one with glasses and the lady next to her made me feel uncomfortable then they still forgot my dolly which by the time I left I assumed U-Haul put my dolly in like I usually seen in the past they verified then still didn’t do it. To the lady with braces helping me you’re rude asf I don’t wanna see you ever eat at the front desk like it’s normal to see or smell like that’s cool to see as a customer.

Rating:

5.0

Sabrina and Clara and the entire team are very knowledgeable and are amazing ! If you need a Uhaul location , I would definitely and highly recommend this location based on the staff and selection and quality of equipment! Regards Ron Erdahl

Rating:

5.0

Keep doing what you're doing and make sure that your staff (Lett) is recognized for their works!

Rating:

5.0

Excellent and prompt customer service

Rating:

5.0

Quick service, friendly staff who kept me up to speed on the process.

Rating:

3.0

The size U-Haul I reserved wasn’t available so I was put into a larger for same price. I understand this may have been out of the control of the employees. This is a large location so a margin of 1 truck not being returned I find very annoying and inconvenient for me. I drive a 26’ 2,000 miles and it caused greater fuel consumption. The next day my vehicle trailer was hooked up. I stayed in town overnight and in the morning the straps had completely fallen off of one of my tires.

Rating:

5.0

Excellent Service very nice and professional Staff. Very helpful.. you get a 11 above excellent super customer service . DeAnthony very helpful and explained the contract very well. Thanks Again

Rating:

5.0

Was perfect

Rating:

5.0

The lady at the desk this morning was so very kind and helpful. Great personality and very knowledgeable and efficient, even though two of her coworkers had called out. I think her name was Sabina or Stephanie sent in the very unique name and I apologize that I did not remember it but she was a great help and I appreciate her.

Rating:

5.0

Haven’t done a U-Haul in a long time so everything was great. Everybody was friendly.

Rating:

5.0

Customer service was great and easy transaction

Rating:

5.0

Absolutely delightful truly wonderful

Rating:

5.0

I say the equipment was clean and well maintained the only issue I really had is the truck had no gitty up and needed an alignment really bad but over all I had no issues with it

Rating:

5.0

great service, easy and quick in and out

Rating:

2.0

Make sure that gas is in the truck for people that are picking up after hours. Although I appreciate the adjustments on the charge for the gas when I pick the truck up it was on a quarter of a tank I bought it back on a quarter of a tank I reported to the 800 number forever I'm glad I took a picture because I would not have been over it the adjustment. That was the first thing you asked did you take a picture so glad I did. Obviously this has been an issue it would be a very good idea to make sure your trucks are full for people that are picking up at night after hours.

Rating:

5.0

Great customer service!

Rating:

5.0

I find it silly that you charge a fee if the moving blankets aren’t folded. It struck me as kind of a petty thing to require of a customer But my overall experience was great

Rating:

5.0

Nothing

Rating:

3.0

Better inspection of equipment. Rented trailer had bald tire that went flat while in the process of loading.

Rating:

5.0

Great lady agent in return Lane

Rating:

2.0

Your employees are rude and uninviting.

Rating:

5.0

Customer service was fantastic!

Rating:

5.0

I was very satisfied! Fast and efficient, kind and was able to answer any questions I had. I’m moving and they made it very simple, with the reservations just everything was perfect. Thank you so much!

Rating:

1.0

I tried reviewing my bill but could not enlarge it to read rge total even though I was extremely overdue for returning the vehicle. It was a very difficult move considering the heat and moving totally by myself

Rating:

1.0

Look above for both reviews.

Rating:

5.0

The girl Sabrina is SUPER AWESOME!!!

Rating:

1.0

Don’t make the customer wait and expect them to test the trailer electrical for you. It is not a customers job to take time to make sure the trailer electrical Is good at drop off. Wasted my time

Rating:

5.0

all good and professional.

Rating:

5.0

Clara who helped me check in was great!

Rating:

5.0

Quick and affordable this is my second time using this location for a hitch no issues with my last one

Rating:

5.0

Completely excellent customer service. All people who work there deserve a raise, they are exceptionally professional and courteous.

Rating:

1.0

Staff was terrible. No customer service experience at all. An employee tried to send me to another location when I had an online reservation. Made it seem like i was completely wrong when i had made suggestions for him to make the process easier. Had dozens of trucks but said this is a once in a lifetime experience for you to take one of these numerous trucks not on a one way. Will never go to that location again.

Rating:

3.0

Had to sweep out the trailer but otherwise all good. People were good.

Rating:

5.0

Absolutely perfect customer service very timely one of the best experiences I've had

Rating:

1.0

They did not have the correct mileage as told and I paid extra

Rating:

2.0

You know you pay for the people to move your stuff & I end up moving it all. The guy didn’t even want to be here. No doubt it was cheaper to have this deusch bring the container than having uhaul

Rating:

5.0

Great service

Rating:

5.0

Employes we very Professional

Rating:

5.0

. U-Haul has always been my first choice when it comes to my needs of this kind. The staff overall is outstanding and helpful, by phone & sitewide at all localities! Thank You

Rating:

5.0

The staff was professional, friendly and helpful

Rating:

4.0

Overall great experience

Rating:

1.0

The communication at Uhaul is a the worst ever. I am never using Uhaul again. How many times I’ve had to call and find that you guys couldn’t help me because you didn’t know what you need to do