The guy that was there when I returned the truck was rude and didn't check the truck back in. I returned it Sunday evening. It was finally checked in on Tuesday afternoon, after numerous calls to customer service who emailed and called this location over two days.Wendy W.
Customer Reviews for Wayland Express
(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.
Your mileage rate is quite high, next time I will definitely look for lower prices elsewhere.Jeff K.
Truck was not there at scheduled time of pickup. There was damage inside cargo hold of truck- wood tie down railing was broke and just laying on floor. Needed truck so we took it anyway.Robert B.
Customer did not leave a comment.Glenn S.
Customer did not leave a comment.Ronald D.
Customer did not leave a comment.william F.
I have been charged twice for the same rental and have Not been able to resolve the issue yet. The people were very nice at pick up and drop off. My only issue is the over charge.Donald B.
Customer did not leave a comment.SHEENA K.
The location was nice as was the young man that rented the trailer to me.Mele N.
Customer did not leave a comment.Lawrence D.
Customer did not leave a comment.Darlene L.
Customer did not leave a comment.Andrew C.
Customer did not leave a comment.Dean H.
Both in-person locations were great! Online and over the phone customer service was less than ideal.Jennifer D.
Customer did not leave a comment.Quinn G.
Employee seemed rude and like he hated his life and his jobAllison M.
Customer did not leave a comment.Amy M.
Customer did not leave a comment.Patricia G.
The U-Haul employees seemed less than thrilled about being there. The truck I rented smelled like cigarettes, the button that controls the lights was pushed into the panel so it was hard to control, the drivers side windshield wiper didn't work and it didn't look as though the truck had been cleaned recently.Jessica D.
Customer did not leave a comment.Bruce F.
Customer did not leave a comment.Ashley K.
Customer did not leave a comment.Purley W.
Customer did not leave a comment.Denielle L.
The transaction and rental went very well. Thanks!Charles N.
The app is halfway to being garbage. Doesn't work half the time, the other half, it's slower than hell. It creates more issues for the guys at the counter and it isn't fair to them.Phillip T.
The app is, in my experience, awful. It wouldn't allow me to pick up truck without going inside (so what's the point or the 24/7 reservation change?), And I couldn't stop off the truck that way either. I must have taken an odometer photo 15 times and the app wouldn't finish the upload. Again, I had to go inside to drop off the truck. I should mention that whenever I have rented from Wayland Express, I've had to talk to someone on the phone to either pickup or drop-off my truck. It's word an trashed longer than it should given the app is supposed to do all that for me... Not a fun extra step.Phillip T.
Make sure equipment is clear of snow and iceMark H.
They made the check in and return very fast!Diane B.
Customer did not leave a comment.Jason J.
Customer did not leave a comment.Tim L.
Customer did not leave a comment.ANDREWJ M.
Keep the course, doing fine!!WARREN G.
nothing everything was greatLeona T.
Customer did not leave a comment.Lancelot T.
Customer did not leave a comment.MICHAELVINCENT M.
Customer did not leave a comment.ALICEJANE S.
Nothing neededLUISJAVIER S.
Customer did not leave a comment.Laura C.
The tire strap ratchets were almost seized. I lubed them. The gas station/store/U-haul was run by one person. A very nice guy. He tried hard. My real problem is with your main contact people. They don't know where stuff is. I had to drive from Rochester to Wayland for the rental because the office said Rochester had one. So I made plans, it wasn't there, the clerk found one in Wayland. Now I had to have it back in wayland the next day . I did. Guess where the next renter was from . Rochester. Enough.bob B.
People were helpful and friendly. Uhaul trailer wasn't what I ordered, was full of dirt and walnut tree seeds. Broken chain .Margaret K.
They overcharged me.Serena M.
Fahad was outstanding from the moment we arrived until we left. Felt like we made a new friend.philip C.
Customer did not leave a comment.PATRICKGUNN S.
Customer did not leave a comment.MICHAELH K.
A nightmare! an absolute nightmare. My horrible experience started off by me ranting a 10' truck from the 4mins away local U-Haul dealer ( Jefferson road, Rochester, NY) at 9pm - 3am on the 07/30. I called the customer service (CS) and after 49 mins an agent name is Olivia picked up and I asked them how would an afterhours pick up trap would be possible, they assured me it is feasible via the share truck service within the U-Haul app. I went there, didn't find my truck, and I when I try to start my Pick-up truck process it says the order was scheduled to be done hand-on ( in person) and I need to wait till the store is open at 7am on the 07/30 , which is already past my time. I called the CS and after 1hour and 15 mins, an agent picked up told me that the U-Haul local didn't put the keys into the lockbox. So I had no truck, and he told me you have two options, either to cancel your order and go the next morning complain about it and that wouldn't guarantee you a truck or I go pick one truck from the wayland U-Haul local which is 55mins away from my house and I have to drive up to 35 miles back n forth. I took the second option and brought the truck, finished my moveout which is just an hour matter of time. I called the CS and I had to wait 51 mins to reach an agent and asked them if it is possible that I would deliver the truck to the local U-Haul on Jefferson road since that is where my original order started, they refused, multiple times. I explained my situation and how my original order was minutes away from my house and I had to drive a total of 2 hours, 70 miles, AND with my own car, my own gas. They still denied my request. They said that is our contract terms, you cant drop it off in a different location and you will be charged extra. But how are you telling me that you respect you contract terms when you were the first one to breach them, where is my compensation for the time, effort and my own car gas that I spent because my first order contract terms WERE BREACHED, by YOU? The CS told me they are giving me a $50 discount, which still doesn't even cover the extra miles that I have traveled with just the U-HAUL. I spoke with the scheduling manager which is responsible for higher conflicts and she was pretty indifferent towards my situation and said that the $50 is their compensation and nothing else to be expected. I have spent a total extra of $35 to compensate for your unprofessional service. As I said a nightmare experience. Never again using U-Haul.Wael M.
Customer did not leave a comment.William F.
The young men working there were fine and eager to help, but inexperienced. U-Haul is the biggest problem. Their website is extremely difficult to use for both employees and customers. Obviously they hired the IT C-team instead of an A-team. Next, U-Haul ignores where you request to pick up your truck and send you 20-40 miles out of your way, therefore increasing the mileage fees they get to charge. This has happened more than once to me and caused more than once to choose a rival company to use. Large print giveth and the small print giveth away and U-Haul lives by it faithfully. Large print says "$19.95 per day rental," while the small print says "plus 0.99 cents per mile." Add on to the fact they send you 20-40 miles out of your area to get the truck, your bill easily doubles. Another trick U-Haul does is give you a truck not fully fueled. Though I picked up my truck at a gas station, they could not bother to have the tank filled. U-Haul hopes that you get the fuel fill up wrong and bring back the truck with more fuel saving them fuel costs, or underestimate the fuel so they can charge you $8 a gallon to fill the tank. Either way, they win out. I used U-Haul for over 35 years. These last two experiences with the last few months has shown me how far this once honest and friendly company has fallen to the god of greed. After this move is complete, I will never use them again.Gregory C.
My drop off was scheduled for another location, but the folks here took care of me. Thanks again!Andrew B.
No problems whatsoever. Would definitely recommend.Douglas L.