Starting with excellent customer Service Great location Clean Truck Full gas tank
Chardona L
Customer Reviews for Usha
(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.
They were very helpful and friendly
Kelly DJust cleaning inside of the truck
Hye JThe application to use was cumbersome. It took multiple attempts to upload photos (continuously showed the spinning/"loading" wheel for several minutes) and in general was not a smooth, easy process. In the future, we will schedule when we can interact with a employee to obtain keys rather than an app - and this is coming from a millennial.
Phillip HTook 30 minutes to check in and took out of rental time
Michael MGreat location, nice staff. Just be prepared to not be able to park/leave your vehicle on their location. Parking garage less than a block away.
Taj WMy experience with U Haul was excellent Picking up the truck was easy and the customer service person was knowledgeable and helpful.
Janet Gget rid of the online return process. You're making the customer do your work with all the questions to answer and pictures to submit, which doesn't even work half the time so you have redo everything each time you press the submit button. uhual sucks
ERIC VEquipment wasn’t assigned to my rental when I arrived for remote check-in. Called customer service who quickly got me to a scheduling manager. Issue was quickly resolved. Great customer service
Richard FIt was a little confusing to find the store since it is inside another retail store. The mobile check in did not work well with my phone so that caused delays. The person handling my rental was very helpful and accommodating.
Sun YThis was not the preferred pick up location. We were nformed day before pick up of the need to change locations by the scheduler/dispatch; and also told that vans were not typically available for one way service (???). There is a lot of info on uhaul's website, its just not presented very well or lend to getting quick information e.g., tolls. The 24X7 remote app is awful. The link to "find my car" described in the video is nothing like the real experience. The link to get started w/ 24x7 pick up does not look like a button and they make you repeat all of the information you previously entered; plus they ask for additional information (passport photo? work contact to verify identity?) that's not described in video or other info I read.
Michael SDon't charge for gas when you get a vehicle that has an empty tank. $115 is waaaay too much 2 days in that condition. Service was outstanding though.
Charles LThe automated website was pretty poor. Many times it would freeze up with a blank screen surrounded by just the border of the app. I couldn't even get it to fully complete returning the truck. It would just hang and I finally just gave up and turned the keys into the box at the drop off location. So most of the disappointment with using U-Haul was technology based.
Troy ZTook U-Haul two weeks to charge my card and I ended up being overdrawn. I will never use U-Haul again because of how long it took to process payments.
Jacob HI can’t think of anything that would improve for the next customer. The entire experience was great.
Wanda Pall went really well and the van was brand new and perfect.
Ruth GThis location is fraudulent. I have pictures as proof to show we rented their truck and drove less than one mile (767.5 to 768.3) and I was charged for 3 miles and $11 in gas when the odometer didn’t move. My photos from before and after match and this location will not refund me. I’m disputing the entire charge now with my credit card company.
Bryan RDrop off was very smooth.
Craig MGood amount of space for vehicle parking and clear instructions
Robert HThe location is in a liquor store and it closes entirely too early I could not receive assistance from the counter representative and I was having issues returning my vehicle on your website so I had to call customer service I'm not sure if I would rent from U-Haul anytime soon
TAKEENYA WHelpful
Catrional HI had no problem getting the Van, but I am still waiting for my final statment, also like to bring this to your attention, when I originally made reservaton to pick the Van gave estimated date from 7/1/23-7/3/23 , after I reviewed my statment I was charged for 3 days when I returned the next day 7/1/23 before 3:55pm, spoke to customer service they gave me the credit back for the extra charge. I don't know how they calculate the charge I suggest who ever pick the key from the locker need to monitor the camera that shows the exact time and date of my return. I will contact the customer service again for my final statment. The gentlmens who assisted me at the location where very professional and helpful. Thanks again Mimi Tefera
mimi tPretty straight forward, no issues.
Grace DNothing! It was a great, easy, convenient experience
Jordan RIt was the worst. Not only was I waiting a long time to be attended to as he was conducting business that could have waited until after he attended to me. The other worker was standing to the side on a personal call. When he finally acknowledged me, he took the keys (rudely I might add), he then told me I was checked in and shooed me away. I asked if I had any paperwork and he said no. As it was my first time renting a truck, I didn’t know any better. I actually believed him only to be hit with an extra day fee! I returned the truck early and with more gas! I’ve tried repeatedly to get it fixed and no one has responded as of yet. And it’s like a month later. So yea. I will NEVER go to this location EVER again. It made me even wary of renting from uhaul again.
Natisha JI had to wait over an hour to book because the uhaul system was down and when it came up it kept going back down
JEREL JI love the 24 hour, contactless process at this location. Fast and easy.
Jeffrey DI gave the location a rating of average because the driver's side headlight needs to be fixed, it's not working. I could have been pulled over by the police! I didn't know the light was out until after I dropped my friend off at his car. He informed me it was out when he was in his car, after we finished moving my belongings. By that time I was enroute to return the truck to the rental location. Other than the light issue, the rental experience was good.
Ian AI was overcharged significantly and never contacted by uhaul despite reporting the problem initially. Whoever had the uhaul before me reported the metrics incorrectly and I was charged for over 60 miles when I only took the uhaul a total of 10. Still haven’t been contacted and will be disputing the charges.
Lara BI ordered shipping blankets and didn’t find out until I got to the truck that there weren’t any. I wasted another 10 mins trying to chat with a U-Haul rep, but got nothing but an offer for some kind of refund. I needed the blankets not a refund. I ended up having to go get blankets and waste additional time and money.
GREGORY SNothing
Charmayne RNo one was there when we dropped the truck off. I called to be sure they processed the truck that day.
Geoffrey KHorrible customer service. Showed up on time for my appointment and the attendant was not present. Had to wait 30 minutes before he told me to complete the process online. Absolutely terrible
Cameron DNothing that we can think of.
William GQuick and easy
Daniel DIt’s ver inconvenient that the app doesn’t store your info it’s so redundant to keep typing your information especially for a frequent customer
Tiara EHomeless people sleeping outside. Freezing cold and very difficult to access the code to get the keys for the truck which is on YOU Uhaul, not the proprietor
Shmuel GThe mobile pick up process is cumbersome
Cynthia Mthe agent at the pick up location was not pleasant and didn't explain the procedures to any of the four of us who was there to pick up and had all our proper credentials. The return policy online was complicated since I had moved and didn't have access to internet.
GLORIA TWas really nice
MohammadZarif HThe location we were given, Stack and Store, in Bel Air, MD did not have a truck. That location was confirmed multiple times preceding the pickup. I received a voice mail that we were to go to an alternate location less than an hour before pickup and we were already at the first store at that time. The Towson location person was unapologetic and actually quite rude. He had none of the supplies we needed and indicated that his was just a drop off location, so we had to return to the first location for supplies.
francies dPoor signage at drop off location. There are signs but are small
Ronald KPersonnel very helpful and thoughtful
ROBERT EWhen I made my reservation I was told to go to BP Margate to pick up my 20 foot truck. The email said someone would call Aug 2 prior to confirm. Never got a phone call. On the day of move Aug 6, went to BP Margate to find out they did not have my truck ready. Called UHaul, was told my truck was instead a few miles away. Got to the location to pick up and the truck was littered with dirt and hay and smelled horribly.
William HMy first reservation fell through—after driving 100 miles to pick it up. I had to wait on hold for 30 minutes with UHaul to make a reservation for the next day. I had to return home and start again the next day. It was horrible! And then my charges were much more than originally quoted. Plus the $80 in gas I had to put in PLUS pay over $200 for mileage. I will not be renting from U-Haul again
Jennifer OQuick and easy rental
ROBIN GThe process was annoying and I am currently fighting charges because what was rented to me is not what I asked for and the fuel in the truck was below what was stated when the truck was picked up. I have rented im the past and never had problems until now.
Daria MIt was surprisingly easy to use the 24 check out! This was a great experience.
christopher sAs easy as fast
Rajan gI was charged for a cleaning fee the truck was dirty when I picked it up
Derrick SExperience was extremely frustrating. Website log in experience was nearly impossible to work with, took more than 30 minutes plus phone call to make work. System wouldn’t recognize pictures and we were not told other info world be required. This needs to be fixed. Additionally, asking for customers to replace gas after charging $.90 per mile is way too much. That figure should include gas or be lower.
Christopher MI would have felt like I had a great experience except for the fact that I wasn't told the pick-up process would take 30 minutes of my time. Let alone your fact-checker misread my lease agreement after I had to spend 10 minutes trying to find it, deeming it "not current" even though it was a current lease. The web app for pickup and delivery failed several times throughout the process forcing me to have to restart the process several times. You would think a company who relies on mobile pick up would have a smooth system but no. Equipment rental was great, the product itself was more spacious and clean than I had expected. The most important Customer UX touchpoints, initial product engagement and post engagement were awful an left a bad taste in my mouth, both of which could be fixed by spending about 5 figures to refine the mobile website and fix it from crashing. Next time, I'll most likely use Toro to save me from having to use your service.
Connor DIf uhaul changes location for over 25 minutes further each way, there should be a partial refund OR they should drive the van to the proper location.
Stefanie KThe location is incorrect. There is no customer parking available and this is in downtown Towson where parking is tight. I had to go home and get a ride to the U-Haul location. It would be helpful for U-Haul to indicate in the information on a location if parking is not available. The U-Haul "center" in the adjacent liquor store (the correct location) closed at 3:30 and I was told to use the online app. The app froze three times then failed to give a code to get the key from the lock box, requiring a phone call to U-Haul. I had ordered a furniture dolly but it was not included although I was charged for it. The charge was disputed on the check-in form on the app but the charge still appeared on the final bill. Our family frequently rents from U-Haul and it usually goes smoothly. This location was closer but we'll be using our usual U-Haul dealer in the future and pay the extra mileage.
KIMBERLY Kyou all charged me TWICE GIVE ME MY MONEY BACK!
Sandra OThe trick had less then a 1/2 tank, very dirty
Susan B1. No indication of actual UHaul location, which turned out to be inside a liquor store. 2. Truck had less than a quarter tank of gas, which was not enough for the move, so I had to estimate the amount of gas I would need before even using the truck. They ended up with more gas than I took it out with because I guess I estimated high. 3. I reserved moving blankets, but when I got there, I was told they didn't have any. What is the point of reserving them then? And if I had known in advance, I could have made arrangements to get something else. As it was, I was told to go to another UHaul place to get them if I still wanted them. I ended up using my own blankets from beds. 4. I returned the truck at 6pm, but even though the same guy was there that checked me in, I was told their U-Haul operation was closed and I had to use the phone for an after-hours check-in. 5. Truck suspension was questionable. Every bump in the road was felt hard.
Robert OI rented a 10 foot truck for $19.00. I drove less than 5 miles and then I see I was charged $115.00. WHAT THE HELL???????
Robin KNO this location up charged me for after hours return fee of $20 when the key was returned to the counter and given to an employee. This location is ripping people off.
CARL WI could not return my vehicle using the app online it couldn’t find my location so the store owner said just put the key in the lock box Friday
Derrick DUhaul changed my reservation to a location that was significantly further than the one I made the reservation at. After waiting more than an hour for a call back, the representative confirmed I needed to return it to the farther location. And that she would put me through to customer service to get a Refund for the excess mileage however I was then out on another unacceptably long hold and never got through to an agent to get a refund.
Chris MLocation in the heart of Towson is great, signage is good, check in was easy, lock box for pick up and return of keys was great. Receipt sent within two hours of return. I would definitely use this U-Haul site again.
Pat SYou have charged me twice for 1 truck
Dawn MMy truck was broken and they wouldn’t give me another one the back door latch was broken they gave me a belt to hold the door close unacceptable
TIARA EFor me, this location isn't a bad location but when there's only a few Uhaul rentals at this location and when we walked into the liquor store to ask about the rental he wasn't much help.
Stephen S