The pickup location I had reserved for both my truck and auto transport changed an hour before my pickup time. No one called to let me know. When I dropped off the truck, the person working told me that when the pickup location changes, someone is supposed to call you by 6pm the night before to let you know - not only did I never get a call the night before, I didn’t even get a call the next morning when I got a text (an hour before my pickup time) telling me that someone would be calling me. When I called the regional office that services Albany NY, I was met with a very rude person named Jamatic who, instead of offering to help, insisted that I was wrong and someone had called me and that they had the phone call recording on file, even though I never received a phone call. He said he would open a customer action report and that someone would call me within 48 hours. No one called so I called him back today only to find out that he’d never opened the customer action report. When I pressed him on why no action was taken and why I wasn’t contacted, he hung up on me. I can’t express enough how incredibly disrespectful Jamatic and his team were. I then called the traffic dept and spoke with Ashley who was leaps and bounds better and more helpful. I’m hoping that there can be some sort of resolution as I was promised by multiple people along that way that I would be compensated for the extra mileage and gas that was put on the truck because I had to drive across state lines (from NY into MA) to pickup the auto transport, which also wasn’t available at my original pickup location. I’m also hoping for some resolution because i had to drive 3 hours out of my way to get the auto transport, causing me to miss a work event that had cost me $250 to register for. Im extremely disappointed in UHaul, not because my pickup location changed, but because of the lack of communication and advance notice, which I could have planned for so as not to have missed my work event and been out all that money. I’m also very put off by the degree of disrespect and lack of assistance I received from Jamatic and his team.
Kevin D
Customer Reviews for Upstate On-Site
(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.
The truck was very clean and well managed
Marc DGreat Customer Service by ALL. A+
MICHAEL FFix the app. It would not let me upload photos. I did have good data connection. Maybe add guest WiFi to the location?
JASON WThe young girl who recieved my Truck was friendly and hard working as I saw her cleaning a truck during snow
Shahbaz KGreat customer service at this location
RevBeatriz CThey lied about how much gas was left in the truck upon arrival
Emilio Mshe made it incredibly easy to drop off the U-Haul. can not recommend enough!
KEVIN RElectrical was not working and needed to be fixed. Was not even tested. Only found out when i tested it myself. In addition the trailer was frozen to the ground which required more wait time.
DEAN PHonestly the best part of this endeavor was the person working the desk. She was awesome. A great conversationalist and just made it an easy transaction. The truck was fairly clean. The door was damaged prior to my use. But that's okay.
ZACHERY CI tried putting gas into the truck and the pump kept shutting off. I thought it must have been full. The $20 fee for gas was a bummer.
JENNIFERL PClerical error with pickup, keys weren’t at the location when we arrived, had to pickup a uhall way further. Was told I was going to get extra miles for the inconvenience and ended up paying an additional $24. Very stressful
Marissa W