This was the worst experience I've had renting a truck. I made an online reservation for a truck and dolly pickup at 11:30 am on April 6th. Upon arrival at the designated location, it was locked and took 10 minutes just to find the address. After calling U-Haul, I was informed the pickup location had changed. Arriving at the new location, it turned out to be a local business, not an official U-Haul office, handling pickups. Here's where things went downhill: Wait Time: After waiting 15 minutes, I was told they didn't have the dolly I had specifically reserved online (2 dollies!). Misinformation: Despite my online reservation, the employee at the second location said they could provide dollies at a third U-Haul location. Policy Contradiction: Reaching the third location, I was informed it's against U-Haul policy to rent dollies without renting a truck (contradicting the information from location #2). This essentially meant the second location employee gave me inaccurate information. Forced Purchase: With no other options and a move in progress, I was forced to purchase a dolly for nearly $70. If a zero-star rating were possible, I would give it. This experience resulted in wasted time, frustration, and unnecessary expense.
Reza S
Customer Reviews for Westchase Resale
(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
Kyabu MLocation was very poorly run. Equipment we ordered (dollies) didn’t come with our truck, which was not ideal for the movers we hired. Checkout added nearly an hour to our rental time
Nicole PI was charged $399 because i was unaware this was not my drop off location. I had the truck for 8 hours. i drove 120 miles on a 104 mile rental. My rental was $324. My total for the day was $723 for the day. 8 hours. 16 miles over my 104 mile limit. This location was the closest U Haul to my destination. I brought it back with 1/4 of a tank more than i was required. The employee should of let me know that i was at the wrong location. This feels like extortion. This was a horrible experience.
Ernest LTruck stop didn’t move at all i know i has the truck for 5 day which it was 20 a day Plus whatever happen to the truck is not my fault Still didn’t crank im not paying tow fee and recover fee like it was my fault i pay for the 5 day it been sitting there never move You can look at the mileage it gonna tell I barely drove it Be mindful it was park never move im not paying nothing that has no control off I will pay for 5 day i has it I told them it was park never was move so have a good day Any thing goes in collection i will dipute it
Denise SFantastic friendly service!
Ricardo AGreat customer service
Nehira CThe guys were great and helped to remove the chain/hook-up from our car and the trailer. We were in and on our way in no time. Thank you!
Karen LFumigate the office
FATAI QThe guy that runs this location is damn near home less and an asshole. Wouldn’t recommend this to anyone. He can hardly call dispatch because he can’t pay his phone bill.
Bailey BThe 2 men who were inside were lacking any basic manners and customer service skills whatsoever. I’m not even sure if they work for Jake or if this is some kind of franchise but they at least share a space and had some working knowledge of U-Haul. Based on how I was treated here I WOULD NEVER use this location again nor would I recommend to anyone I know, or don’t know for that matter.
Shana HThe truck was parked so close to the other truck I had to squeeze in through the passenger door to get to driver seat. Also the door on the back was open and we had significant rain. It had a pool of water in it and I had to take home and dry out. I rented it so that my furniture would not get wet,
Deanne GExtremely disorganized. Lots of yelling and swearing between the owner of the store and the employee who was supposed to be getting us our equipment. I’m amazed that we left with everything we needed
Camden E(1) It was not organized and I needed to wait a bit to get serviced. The store was not a dedicated U-Haul store and looked more like a thrift store. However, I do want to kudo Jimmy (they person worked there) who helped me to adjust the mirrors to ensure my safety. (2) On 11/13 at 4:30PM, I went to pick up the U-box at 2890 W Sam Houston Pkwy S, Houston, TX 77042. It was a terrible experience. Again, they were not ready for me to pick up the U-box and the lady worked there seemed not familiar with the process. Before I went, the person on the phone told me that there would be someone help me to hook up the u-box to my Uhaul truck and there was no one help and the lady did not know how to do it either. A guy who used to work there was generous enough helping me hook up the Ubox to the truck. When I was checking out, the lady ran into some issue on the computer that one of the step could not go through because I did not complete the "pre-inspection" which I was not told to do and I had no clue what it was about. She called her boss on the phone and her boss was not able to figure out either and told me I need to go to another store to pick up the ubox if I still want it. (first of all, I was helping to tow the ubox from Houston to Round Rock and it's not I need the uBox). End up I told them don't bother and I do not want it as they were not ready and has wasted my time for about 1 hour which delayed my schedule driving back to Austin area. Her boss told me that I will need to unhook the Ubox and put it back to where it was originally otherwise I would get charged. This again pissed me off as "I WAS TRY TO HELP" and Uhaul was not ready and wasted my time then saying I would get charged if I don't get it right back to what it was. One of the worse customer service I have ever experienced!!!
Antony HThe person I spoke to at this location was rude and unfriendly. Didn't want to help. Asking him for anything only upset him and he visibly looked irritated when asked him for a business card. However, I think the actual owner Candy Ortiz helped me on the phone at this westheimer location and she was nice and accommodating. Whoever her employee or assistant was, was not friendly or helpful at this location.
alex pNeeds: friendlier and prompt service, designated area/section of store to do uhaul transactions. was very confusing and chaotic when I arrived.
jamira vSeats ware covered in dog hair
george sVery helpful and thorough!
QUENTERIA JGreat customer service.
Aaron RTotal shit show. Too much to type.
DAHLIA KThe truck had a burning oil smell and the A/C was not functioning properly- it was triple degree temperatures. Whenever we stopped at a stop light, we had to roll down the windows to not be overcome by the heat and fumes. Please trade the truck out, take it to the shop and fix it before someone breaks down on the road or passes out!
Torrenus SAmazing staff! Thanks for the help!
Ariel F👍👍👍
francisco hNa
MICHELLE Cgood for one reap off. they said 19.99 a day. then they charge your CC $80.00 now does that sound like 19.99 a Day ??? I would tell anyone who wants to rent a truck from you, to Not use their CC. I would recommend that you buy a Temp card and only put the amouth they say. just because that way, they can't charge more then what they say.
Luis GIt’s wasn’t no gas in the truck when I got it. But I got charger still.
Dale LGreat customer service
Faty AN/A
Rayquan GI dropped the truck off at night. The area seems to be unsafe . The person that the key was dropped off to was in what seemed to be a nightclub of some kind. It's not an area for a female to be in at that time of the night.
JADA DExcellent customer service.
candance bProffesional!
mIguel bThe truck that was given to me was in very poor condition, the alignment was off so bad it was hard to hold on the road and the steering wheel was sideways to the left when you are going straight on the highway. I purchased the insurance in case of an accident ,but the truth itself could have caused one. NEVER AGAIN will I rent from there. I will be sending the corporate office my pictures. And I saw a $20 fee for equipment, but the lady said she was letting me use it for free. What's that about?
Devonna CQuick, polite and efficient. Went out of their way to help me.
Dennis WVery Good Service. Very Accommodating.
marcella sNot things, they are very nice and easy to deal with . I will be back there.
Jackie DJimmy is a real champion...so Sweet and helpful. Thanks to all of you..
Susan JNot organized
GABRIEL OFacility not great, but the people were
RYAN PBetter trucks
Daisy CGreat service and helpful at check out and return Highly recommend removing smell odors from store
BRYON PNothing they were great
Michael MNothing everybody who help me was great
Lakesha K