Customer Reviews for U-Haul Trailer Hitch Super Center of Willow Lawn

Rating:

1.0

The front door makes a lot of noise, and the manager is extremely rude and unwelcoming. They never smile or show any friendliness toward customers. I forgot my driver’s license, but I had the official state-issued app that displays my driver’s license information through the DMV. Unfortunately, it was not accepted or considered. As digital identification becomes more common, I believe this is something that should be reviewed and improved. Overall, the experience was disappointing.

Rating:

1.0

Woman with mustache was rude when I was asking questions about the U-Haul. Rented a Dolly and paid for mattress covers, I didn't receive any. I will never go to this location again and tell others to avoid it.

Rating:

5.0

Great experience. Staff is excellent

Rating:

1.0

I had clearly check “no insurance” on the pad when getting my truck. The insurance charge showed up on my receipt after I validated the condition of the truck. I went back inside and the manager gave me a hard time and said there’s nothing she can do after the truck is dispatched and that I needed to go back and revalidate the truck online and remove the insurance myself. I went through the entire online process again and there was no option to remove the insurance. I went back in a second time and she had an employee remove the insurance from their computer which took about sixty seconds. I have no idea why it wasn’t done that way to begin with. Really poor customer service.

Rating:

5.0

Van was so clean it didn't need a tarp on the floor. Great service at pick up and drop off. Have used this location several times, always exceeding my expectations.

Rating:

2.0

My son accidentally left his cell phone in the vehicle when we dropped it off. The vehicle was a Uhaul pickup. Once we discovered he left it in the vehicle after hours, I went through the app and requested a callback. The representative called me back and stated she would send a message to the location. The next morning promptly at 9:00 when they opened, I called and asked the representative would they check the vehicle since it hadn't been rented to anyone else. The rep assured me he would and call me back. When he called back, he said the phone was not in the vehicle. I asked him to check again please, because we knew it could not be anywhere else. He again called me back and said it was not there. My son decided to go to the location and asked to check the vehicle himself, and it was right on the floor under the driver's seat. There is no way they actually checked that vehicle twice and not see the phone. Also, we had wanted to extend our rental, and the app said it was rented out after us and we could not extend. That also was not true, because the phone rep said the phone would be fine because it was not rented out after us, and she was not sure why the app wouldn't let us extend our rental period, and the uhaul pickup was definitely in the lot the next morning unrented.

Rating:

1.0

Great people instead of acting like they’re bothering you, if someone brings the vehicle back, don’t tell them to park. It have one of the employees pocket where they want it.

Rating:

5.0

Professional service, easy pick up and drop off. Good equipment

Rating:

5.0

Someone left the truck a little bit dirty but overall the staff and customer service was excellent

Rating:

2.0

Employees highly irritable and rude

Rating:

5.0

Nothing to add

Rating:

3.0

The customer service I received on the phone from Chris and Ma-Kye (sp?) at this Pick-Up location was excellent. I have rented many trucks over the years, but this particular time renting from U-Haul was the first time that I have ever encountered such an absurd, ridiculous and total lack of common sense policy regarding the amount of fuel in the fuel tank that was required at drop-off of the rental truck. Every single time that I have ever rented a rental truck from U-Haul, Budget, Hertz and others over the years, the truck was FULL of fuel when I picked it up and it was expected and required that it be FULL of fuel when I returned it. However, this time I discovered that U-Haul has a NEW (to me) policy regarding the fuel return policy. I was told at pick-up that my rental truck had approximately 1/8 of a tankful of gas (131 miles to empty) and that it had to have at least 1/8 of a tankful of gas (131 miles to empty) when I returned it. I was only given an estimate of the truck's fuel consumption of 8 to 10 miles per gallon. I had two steep mountains to ascend on interstates I-64 (Afton Mountain in VA) and I-81 (Christiansburg Mountain in VA). I had a rough estimate of the mileage to my destination, but I was unsure of any additional mileage that I may encounter during my trip including any mandatory traffic detours, etc. I also had no idea of any events which might require the use of unanticipated extra fuel consumption including traffic congestion, traffic accidents, traffic back-ups, etc. How in the world was I supposed to accurately calculate the EXACT amount of fuel that I was going to utilize for my trip AND be able to "GUESSTIMATE" that I would have exactly "131 miles to empty" remaining in the fuel tank whenever I dropped the truck off?! This is THE MOST ABSURDLY RIDICULOUS FUEL RETURN POLICY that I think could ever be conceived by a human. There is ABSOLUTELY NO WAY that this policy can be predictably accomplished! If you underfill the tank, then you would have to drive extra mileage to a gas station, especially if your destination was in a rural area...AND you would STILL have to "GUESSTIMATE" the amount of fuel to put in the tank to make the digital fuel gauge read "131 miles to empty"! Whoever conceived this totally bizarre fuel return policy is an ABSOLUTE IDIOT AND A FOOL TO BOOT!! This ridiculous fuel return policy should be CHANGED IMMEDIATELY! The current fuel return policy benefits NOBODY...NOT U-Haul, NOT the first customer who rented the truck and NOT the second customer who rents the truck that the first customer returned! It is a TOTALLY LOSING PROPOSITION FOR ALL CUSTOMERS RENTING U-HAUL TRUCKS!! If the current fuel return policy somehow benefited U-Haul financially, then I could see why U-Haul may have chosen to initiate the current policy, BUT IT DOES NOT BENEFIT U-HAUL IN ANY FINANCIAL WAY!! The following is the BEST fuel policy that should be instituted by U-Haul and WHY! When the customer picks the truck up, the fuel tank should be FULL and when the customer returns the truck, then the fuel tank should also be FULL! The fuel policy should be stated in writing in the contract that the truck MUST be returned with a full tank of gas...OR else the customer's credit card on file will be charged the price of $10.00 per gallon of gas to bring the tank to the FULL registration mark on the digital fuel gauge...AND the customer will also be charged an ADDITIONAL SURCHARGE OF $25.00 FOR THE EXTRA TIME THE U-HAUL EMPLOYEE HAD TO EXPEND IN TOPPING OFF THE FUEL TANK! This INFLATED price per gallon of gas AND the additional "SURCHARGE" would act as a deterrent for non-compliance and it would also MORE than compensate U-Haul should a customer not comply with the fuel return policy. SIMPLE AND EASY TO UNDERSTAND AND TO ENFORCE THIS FUEL RETUEN POLICY!! SO U-HAUL PLEASE CHANGE YOUR FUEL RETURN POLICY IMMEDIATELY!! My friend said just wait until you get to the U-Haul drop-off location, stick your Harbor Freight liquid transfer hand pump into the truck's fuel tank and siphon out any "extra" gas into a gas can until the digital fuel gauge reads "131 miles to empty" and that will solve your problem on the amount of fuel to put into the tank initially. WRONG! I should have checked to see that the fuel tank has an anti-theft device installed about six inches down inside the tank so that siphoning out ANY gas is IMPOSSIBLE. I can't blame U-Haul for installing anti-theft devices inside the fuel tanks of their trucks, but my friend's suggestion sounded like a reasonable solution to my problem at the time. I should have checked the inside of the tank first. Nevertheless, U-Haul's ridiculous fuel return policy caused me to return the truck with an additional 10.2 gallons of gas at $4.099 per gallon = $41.81 that I WASTED ON FUEL DUE TO U-HAUL'S POORLY CONCEIVED FUEL RETURN POLICY! U-HAUL OWES ME $41.81!!

Rating:

5.0

Thank you.

Rating:

3.0

The truck was filthy inside and was parked so tightly that I had to climb in through the passenger door. The fuel was on Empty so I had to find a gas station before I went where I needed to go. The person at the counter was helpful.

Rating:

1.0

I was promised a cargo van for 24 hours via customer service. When I arrived the van was not available. Instead offered a 20ft truck. Although offered at same price it was huge and the trailer portion did not lock without purchasing a lock as well as items inside would need to be secured due to the amount of unoccupied space. Overall disappointing especially given that I rent from uhaul often.

Rating:

5.0

Swift

Rating:

5.0

Great customer service and very patient appreciated the kindness as well

Rating:

4.0

Arrived to pick up truck at scheduled location, then realizing pick up location changed to another location. Upon arriving, one person on duty with a long line waiting. Finally got truck and was on my way. Cargo area was unswept but not to bad but was charged for not cleaning rear. I gave it 4 stars because truck ran good, no issues and was better than expected on gas and cheaper than hiring a moving company

Rating:

5.0

Check out cashier was a true gentleman and extremely helpful. Will likely return this location.

Rating:

2.0

Woman who checked me in/out was SO unfriendly. Why?! I was kind, she was not. I smiled, she did not. I treated her. She did not. First impressions are important and she did a poor job. Ramp on trailer was covered in mud. Would have been nice if it had been cleaned.

Rating:

3.0

No one did a walk around the truck with me. I was handed a key and told where to find the truck. I was expecting someone to explain the truck to me etc.

Rating:

5.0

Quick service during rental and return phases.

Rating:

5.0

Nothing

Rating:

5.0

Staff was very friendly and helpful meeting my needs

Rating:

3.0

Increased customer service. I understand that this is a more gruff business clientele base, but we were treated as if we were taking advantage or being untruthful. Canceling our reservation was not customer focused and the corporate office had called us 3 times, where we changed our pick up time due to a change our scheduled moving appointments. There are many U-Haul locations to choose from. Customer focused is the way to keep your customers.

Rating:

1.0

I was unexpectedly charged for a second day when I returned the vehicle an hour later than the time I estimated. Upon calling, the response from the location representative (Chris) was basically "read your contract". Asked him for a number I could call to appeal and he again said "it's in your contract". Subsequently called U-Haul main customer service number (800.468.4258). The customer service representative at this number was very pleasant and helpful. She cheerfully refunded the second day charge without question. Great customer service from corporate - much appreciated. Not so from the location.

Rating:

5.0

Right turn signal did not work and found out later that right taillight did not work

Rating:

1.0

Overcharged for literally everything the court try!?

Rating:

1.0

Tell people not to accidentally leave anything in the truck before dropping it off after hours because even if you go as they open the next morning since you already locked the truck and dropped the keys in the drop box, anything you left in the cup holders or consoles when you locked up will be stolen by the staff.

Rating:

5.0

Nothing but high marks for the entire experience at this location

Rating:

5.0

Windshield wipers were inoperative. No precipitation, so it was not an issue.

Rating:

1.0

The representative so rude

Rating:

5.0

I called the main number and they refunded the gas charge. I update my review.

Rating:

5.0

Great customer service. Team was kind, a professional, and prompt.

Rating:

3.0

The connection process with the equipment required approximately an hour and a half owing to an elevated volume of customers and the presence of only one employee. The experience was less than ideal; however, due to the necessity of the trailer, I had no alternative course of action.

Rating:

5.0

I don’t recall the name of the young woman who opened the store at 9am when I arrived, but boy was she efficient, pleasant, and helpful. She directed a wonderful and productive visit to U-Haul!

Rating:

5.0

Customer service was excellent. Friendly and informative. Answered all of my questions. Went out of their way to accommodate us!

Rating:

1.0

Very bad experience to me. I rented a pickup truck, first truck the tire pressure light was on. Went back and told the employee working then he gave me the key to the second truck. The second, truck the service engine light was on! These were the only two trucks available, before I got home a warning light came on telling me that the oil was low, and the truck was dirty. I later found two used tissues and a fake press on nail in the seat. When I picked up the truck it was already dark, so didnt notice that till later.

Rating:

3.0

I made a trip from Richmond to Hopewell and tire went flat. When I purchase the rental the gauge said that tire was losing air pressure but I didn't know it was going flat Anyway u haul roadside assistance fixed the problem and I was on my way Thanks u haul.

Rating:

5.0

Lights were on the whole time

Rating:

5.0

Sorena was the best at pickup …excellent customer service all around, including return drop off (didn’t catch gentleman’s name).

Rating:

3.0

Hmmmm.....I have a lot to say.

Rating:

1.0

I made my complete reservation online. I told them. Nevertheless, they made me go through every question plus absurd additional questions before I could pick up my trailer. All they had to do was tell me how to find the damned small print link to click and pick it up myself. I’m fed up with your company

Rating:

5.0

Awesome customer service and support from beginning to end on this tow dolly rental , I will use this location again to be sure. Scott L.

Rating:

1.0

Made me walk two blocks carrying my furniture pads to pick up the truck from their overflow lot. They checked the truck out to me with 1/16th tank of gas, but told me it had 1/8th, and wrote 1/4th on the receipt, so I had a fuel charge when I returned the truck even though it had more fuel than when I checked it out. Didn't properly document damage to truck, so now I have charges for damage that I didn't cause. I will be disputing all of it.

Rating:

3.0

I made a reservation for a 10 ft truck and a dolly and the young man working on Tuesday night did not save it. When I returned on Friday I was lucky enouch that the lady that helped me knew what she was doing.

Rating:

2.0

The truck I used was full of crumbs on the inside. The windshield was horribly dirty on the inside. Looked like someone attempted to clean it but it was full of dirty water marks and streaks. The dashboard showed a tire was low on air and the engine light was also on as I brought it back. I only took it for two hours and 10 miles. The service rep inside was knowledgeable but had no sense of customer service. She was talking on her phone through her earbuds, waiting on one person and asking everyone else for their names. She talked too fast for some of the customers and never smiled or welcomed anyone. I see now why this place has a 2 star rating on yelp. I will definitely go to lombardy or staples mill next time.

Rating:

1.0

The associate did not hookup the trailer. I was charged for a day , I was supposed to be refunded

Rating:

5.0

Other than a slightly low front tire the truck was in good condition

Rating:

1.0

The lady at the desk was very rude to me and my girlfriend… I wanted to report her but I let it go

Rating:

5.0

Very friendly and professional. Thank you.

Rating:

1.0

Do there job like there supposed too Trailer did great dropped it off like I was told too finished unhooking and submittedr the pictures online. Worker came out trying to get me to move it to different spot after I already finalized my rental.

Rating:

5.0

Convenient location, always great service, and friendly staff

Rating:

1.0

There was no one at the counter when I arrived. They were unfriendly from the beginning. They told me that they needed a card in file for an estimate, except they actually charged the card. They charged $100 more than what it was supposed to be. Horrible experience. Will never use U-Haul again.

Rating:

2.0

One of the attendance did not know her job very well. When I asked if I could take a one-way rental and return it back to the same location that I picked it up at, she told me no it absolutely was not possible and that I was going to be charged a $450 fee. Thankfully, I did not take that answer and I called someone else who verified it. She should NO desire to help solve this issue. Because of her, I would hesitate greatly to recommend this location to anyone. When I was dropping the trailer off, she again tried to tell me that that wasn’t possible. Thankfully one of the other attendance there actually called and checked with customer service who verified that it was possible to return it one way trailer to the same location that it was picked it up at. Highly recommend that this location gets some more training.

Rating:

5.0

Everything was fine. I don’t know anything you can improve on. Just keep doing what you’re doing. Thank you.

Rating:

5.0

The Customer Service; was, continuously perfect; and, Meticulously efficient; proefficient; and, [ Executive ] Professional! I, mailed; a[n], appreciative note; to, my Refer -ended Application; to, a "friend/family."

Rating:

1.0

I left my easy pass in the truck and when I called to see if they had it, I was stuck on hold for 10+ minutes to the point where I hung up and called back and someone answered. I was dismissed and told it had been thrown in the trash.

Rating:

5.0

Fast courteous service always.