Customer Reviews for Willgens Rental World Inc
(U-Haul Neighborhood Dealer)

Rating:

5.0

easy

Rating:

1.0

Dear U-Haul Customer Service Team, I am writing to formally express my disappointment regarding a recent truck rental on April 11, 2026. My experience was marked by several logistical failures and policy issues that caused significant stress and financial strain. First, my confirmed reservation was moved to a different pickup location at the last minute. This change added unnecessary mileage to my trip and caused a one-hour delay. Despite having a reservation confirmed with a debit card and intending to pay with cash or debit at the counter, my family was informed upon arrival that only a credit card would be accepted. Being forced to use a credit card was not communicated during the booking process and was a major inconvenience. Furthermore, I was charged $12.00 for a dolly that was not provided. Instead, a flat furniture mover (labeled with a $7.00 rental price) was left in the truck. Because the staff insisted the equipment was already loaded and did not allow a pre-departure inspection, this error was not discovered until the truck was an hour away in my driveway.Consequently, I had to spend two additional hours sourcing a proper dolly to move heavy furniture up three flights of stairs. I never used the flat mover and request a full refund of the $12.00 charge. Due to the relocated pickup, the payment policy confusion, and the incorrect equipment, my move—which should have concluded by 10:00 PM—was not finished until 2:00 AM. I am requesting the following: 1. A refund of the $12.00 equipment charge. 2. A credit or partial refund for the extra mileage and significant inconvenience caused by these errors. 3. A phone call to discuss these matters further. I value professional business partnerships and hope to resolve this directly rather than through negative public reviews. I look forward to hearing from you soon to rectify this situation.

Rating:

4.0

I dropped off on a Sunday, so no personnel were there to assist. The online guide was easy to use and the return had no issues.

Rating:

4.0

Easy turn in, great experience.

Rating:

5.0

I got screwed up the street at Everest Grocery (another U-Haul vendor) who did not have the vehicle I reserved 2 weeks prior and the folks at Willgens baled me out with a truck the same day.

Rating:

4.0

Very Good

Rating:

3.0

Understanding completely that we experienced a frigid weather event, I was very surprised that the walkway and drive up was not better maintained. There was ice and was not treated or better cleared. Especially, with this location having rental equipment capabile of clearing snow and ice. While I was inspecting and taking the required photos prior to leaving of the rental, i slipped and fell on the ice. This was within 20 feet of the customer door entrance where the very nice ( by the way ) gentleman pulled up the truck. I didn't go back inside to report the incident, hoping I was alright. A day later now, I am feeling the pain. This event could have been totally avoided with proper maintenance. I did return my vehicle after the shop was closed. Therefore, could not report the event. Safety should be a number one priority even given the extreme weather event in progress. Inclusive of, staying with the customer until they inspect and leave the property.

Rating:

5.0

they worked with me to rent the truck since I didnt do it on the internet

Rating:

5.0

Overall, a wonderful experience.It was so easy to book and drop off and everybody was very pleasant and cooperative.And helpful

Rating:

5.0

I did not work with anyone as I dropped off after hours but it was easy enough to return the vehicle.

Rating:

5.0

Rental process was quick and easy. Team at Willgens was friendly and informative.

Rating:

1.0

App check in was a horrible process. I paid for an appliance dolly and was given an almost useless utility dolly. Overcharge and under deliver. Quite the business policy.

Rating:

1.0

There were cockroaches inside cargo van!!! Contacted U-Haul immediately - was told Id be refunded but yet to receive. Never even finished the inspection. Keys went right into dropbox