Customer Reviews for University Storage
(U-Haul Neighborhood Dealer)

Rating:

1.0

Please find communication between me and your representative with U-haul below. U-Haul Reference #5279753 Inbox adrian_horton@uhaul.com Thu, May 8, 7:56 PM (4 days ago) to me Hello Mr Paden, I spoke with you briefly the other day in regards to the fuel dispute with your last rental. I also spoke with i believe your spouse when she went into the location on plantation drive questioning the charges . When you hung up on me and stated you were going to speak with someone smarter than me at U-Haul i was trying to explain the charges to you. You were charged for 11 gallons of fuel and a 30 dollar service fee for bringing the vehicle back at a quarter tank of gas. So out of the final charge 76.75 was strictly a fuel charge. You traveled a total of 67 miles. The trucks themselves mpg typically get between 8- 10 mpg depending on circumstances(weight/loaded/unloaded and fuel efficiency. While i understand your frustration at this incident without a photo of the odometer / gas level or a receipt where fuel was added to the vehicle the charges will stand. Unfortunately it also appears that the online verification process was not done at time of dispatch which we implement for the purpose of verifying fuel and odometer at time of pickup to ensure that if there is a dispute it can be handled promptly and efficiently. If you have any questions in regards to this email, please feel free to reach out to me. Also if you can provide me with a receipt showing you fueled the truck and send it over i would be happy to address that as well. Thank you for your time and have a good day. Kevin Paden <kpaden4555@gmail.com> 1:57 AM (4 minutes ago) to adrian_horton Obviously, I did not take a picture of the gas at 1/4 of a tank as it did not seem like that was my responsibility. Secondly, shouldn't the level of fuel at the time of rental be documented by U-haul as this seems like you did this with me. So this whole thing stinks for this reason alone. If you verified the fuel level with me then of course you would have verified the fuel level before me. Thus proving my point exactly. I have been in customer service for over 30 years in the hospitality industry. Mostly companies like Hilton and Hyatt hotels. So I know a few things about listening but also verifying. If you were interested in the truth and not just your version of the truth you would have said let me look into this and get back to you. However, your immediate response was both lazy and lacked care for customers telling you the truth and not some fabricated story. This is why I became frustrated on the phone with you and hung up on you. Listening is a skill that people in positions of making things right should have. Furthermore, the simple ability to verify information that should be readily available to you is not a hard ask on the customers part. Had you verified what I was telling you that I picked up the truck and the tank was on 1/4 of a tank of gas I believe our conversation would have gone differently. This is both unfortunate for you and U-haul. I'm afraid you have lost me as a customer and if you fail to learn from simple customer service experiences both you and U-haul will continue to lose more customers. Best regards, Kevin M Paden

Rating:

5.0

Great experience! Very informative and helpful guy!!!! Go cubs!!!! I will be back hopefully soon!!!

Rating:

5.0

Great customer service. So very friendly and helpful! Highly recommend

Rating:

5.0

Customer service was excellent and very professional.

Rating:

5.0

NA

Rating:

5.0

It was great thanks

Rating:

5.0

Rick was very professional, communication was great and overall good.

Rating:

5.0

So glad everything went fast and smooth..

Rating:

5.0

ALL I CAN SAY IS THIS PERSON WAS VERY KNOWLEDGEABLE AND EXPLANED EVERYTHING THE WAY IT SHOULD HAVE BEEN. NO IMPROVEMENT NEEDED FOR THE NEXT PERSON.

Rating:

5.0

Rental agent was fantastic...got the move started off on the right foot.

Rating:

4.0

Nothing at this time. Dave provided me with excellent customer service.

Rating:

5.0

I arrived on time, and was served immediately. The paperwork was completed quickly and efficiently, the truck was ready and waiting, and then I was on my way. No muss, no fuss. Fast, friendly, and efficient. The truck was clean and operated properly. Everything worked. We had discussed that I'd be returning the truck after hours, and to just place the key in the drop slot. I did, and again it was no muss, no fuss.

Rating:

5.0

This was the best Uhaul experience I’ve ever had. This will always be my preferred location. The Customer Service was simply amazing.

Rating:

5.0

I was completely satisfied with the service .The manager was efficient and timely. Great service especially since l showed up with no appointment.5 star treatment in my opinion!

Rating:

5.0

System was down my pick up was delayed but Rick Jackson although frustrated was polite and informative

Rating:

5.0

Owner was friendly and extremely helpful! Will rent from them again!

Rating:

5.0

No problem

Rating:

5.0

Mike was an absolute pleasure to deal with. A true leader and great representative of your company.

Rating:

5.0

Overall experience excellent!!

Rating:

1.0

They charged me 149$ for a tow dolly I said I no longer wanted because it was supposed to 69$ not 149$ and I still haven’t received a refund and 434$ for the truck and it was supposed to be 304$ I’ll never been so upset family of 6 with small babies and it was just horrible experience

Rating:

5.0

The Management at this location were extremely pleasant and helpful to work with. I would definitely recommend them to anyone looking for a U-Haul Rental in the Lancaster, SC area.

Rating:

5.0

Everything was great. Rick is amazing!

Rating:

5.0

I really appreciate the convenience and flexibility in getting this reservation

Rating:

5.0

I recommend that U-Haul supply your dealerships with more blankets. The customer service was excellent.

Rating:

5.0

Nothing to complain about

Rating:

5.0

I had a great experience with a truck rental. Rick was really helpful and explained everything to me. The only thing I think could be improved, Is the AC in the office. It was a very warm day and the air was barely cooler than outside.

Rating:

5.0

Rick is great!

Rating:

3.0

Worst pickup experience I have had with Uhaul. Cell phone service was not great, could not get my picture submitted to the App. Had to call customer service who recommended using Safari. Overall, the Pickup took 45 minutes. this is unacceptable, Better planning needs to be done by Uhaul where they have their mobile pickup location. Between moving my pickup location and the trouble I had with the App took an hour and forty-five minutes of my time. I feel I should be compensated for this. Being charged a dollar a mile for the overage of 50 miles made this experience with Uhaul with a sour taste in my mouth.

Rating:

5.0

Mr. Don is awesome. He is very kind and professional. After every visit I walk out with a smile on my face.

Rating:

5.0

Transaction was quick and rep was helpful

Rating:

5.0

Keep doing what you're doing. You were very professional. Thanks

Rating:

5.0

Great employees, equipment and service.

Rating:

5.0

Everything was great

Rating:

5.0

The salesman was very polite, friendly and a good Christian man.

Rating:

3.0

Dropped off trailer on Sunday. Place was closed. Called Monday to confirm that they received the trailer.

Rating:

5.0

Fix it somehow so an adult can stretch legs, instead of keeping your legs still on a long haul…. We took a thirteen hour trip, The truck was great!!!!!😉

Rating:

5.0

Outstanding customer service.

Rating:

5.0

Smooth easy process. Very friendly and helpful.

Rating:

4.0

The largest truck rented was WITHOUT air conditioning, which in the past always had it. We would have rated it 5-star if the truck was air conditioned. The Attendant was very nice and knowledgeable.

Rating:

5.0

Very good staff, a very respectful person was running the front desk. Thanks for your Truck

Rating:

5.0

Customer Service at its best :-) I will definitely recommend every single time

Rating:

5.0

Great service

Rating:

5.0

Rick was very attentive and a pleasure to meet in person. I will recommend to others.

Rating:

5.0

There are some system problems if you are trying to extend your reservation. But Rick was awesome and worked hard to ensure everything was right and I would have no issues! He is very customer focused! Truck was ready to go and ran great. Knew exactly what to expect! Will use UHaul again if I move.