From start to finish, the experience we had with U-Haul yesterday was an absolute nightmare. After booking a truck over the phone, we were sent a text with a link and the pickup location address. We were told several times on the phone "it's easy to check in. It's easy to get the keys." and no other help was offered. Our reservation was for 8:30am on Tuesday so we showed up a few minutes early. The link provided went nowhere so we got on the U-Haul website where we were asked to login and since we didn't have an account, we tried creating one. Our reservation number was useless and the app had no record of our reservation, whatsoever. After trying to find our reservation over and over again, we finally decided to call customer service. The woman on the phone was helpful but told us we were at the wrong location. We got in our vehicles and drove to the correct location while the customer service rep waited on the phone. The new location was a LITERAL junk yard scattered with broken down, trashed vehicles everywhere, two U-Haul trucks and a few pieces of U-Haul equipment scattered about. We couldn't even pull into the parking lot to park our vehicles because the entire driveway was blocked off. We had to park on the street. The rep on the phone told us our code so we hung up with her and walked to the lock box. The code was already put into the box and it was open with no key inside. We tried the other lock box but the code did not open it. So, we called customer service back. We had to wait time of 30 minutes before someone finally picked up.. After explaining the whole situation to someone else, we were told we AGAIN would have to go to a different location since the key to our truck wasn't in the lock box. I was then transferred to another department and had to explain the situation A THIRD TIME. This new representative told us to try a different code on the 2nd lock box. So, we did and it opened but the key inside was not for the truck we reserved. It was for a larger truck. So, they offered to let us take the larger truck for no extra charge. Thanks, I guess? We still had to take photos of damage to the vehicle and when I tried to upload images to show the mileage discrepancy, again, the website wouldn't work. The whole event, from start to finish took 2 hours. TWO HOURS! So, my husband takes the larger truck and uses it and it was fine. Then, when he goes to drop off the truck after moving, he spoke to a woman working at the junk yard. He told her about our horrible experience with getting the truck and she started making excuses about how we "weren't supposed to pick up the truck til 10". Excuse me, what??? First of all, the reservation was made for 8:30am. Second of all, if the key wasn't in the lock box at 8:30 or 9 or 9:30, why and how on earth would it magically be there at 10? We pulled out of that junk yard at 10 o'clock and I can assure you, there was no one there but us. So, how would a reservation "for 10" be any different if the key wasn't in the lock box? The fact that the employee even said that is infuriating. I will NEVER, EVER use U-Haul again. For a company who has been around as long as U-Haul, it is shocking to me that any location is run as poorly as what we experienced yesterday. I will take a horse and buggy before I ever use a U-Haul truck again! And I have the right mind to call the BBB, too! Absolutely horrendous business structure. You are fundamentally broken if this is how you think a business should operate. Get it together, U-Haul. As a side note, we were offered a $50 credit for our troubles, but in my opinion, we shouldn't have had to pay a single dime for what we went through to get a damn truck. NEVER AGAIN.Mark L.
Customer Reviews for Workman Auto Sales
(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.
I had reserved a 10-foot truck from a location in Louisville, KY, but they had NO trucks available when I arrived there for pickup. I was directed to the location in Buckner, which was 18 miles away. I was told that I would not be charged more; I'm waiting for my bill to see if that promise was honored...Stephen A.
Customer did not leave a comment.Jennifer W.
Get a team that knows what they are doing. Charged incorrect amount, a one day credit is due, was told it will take 3-4 days for it to appear on my card statement..Joseph D.
Customer did not leave a comment.Jenny C.
good service at both locations.Shirley H.
Amanda is a great representative for U-Haul, and did an excellent job.Gordon V.
Customer did not leave a comment.Dan and Paula G.
Customer did not leave a comment.TREVERTON F.
Customer did not leave a comment.Ryan S.
Customer did not leave a comment.cheree M.
Let me compliment Tim (a.k.a. "Paw Paw") for the excellent treatment! He could not have been more accommodating!! Friendly, efficient service with a smile. Thank you, Tim!Joe A.
Very professional. Hooked up the hitch in no time.Laurie S.
Customer did not leave a comment.Rodney L.
Very helpful friendly team.Adam C.
Customer did not leave a comment.FREDERICK J H.
Customer did not leave a comment.Jamie N.
Superb experience with knowledge and helpful representative. A real professional who I'd be pleased to do business with again.John G.
Customer did not leave a comment.JOHN G.
I was charge twiceSUMITKUMAR P.
Tim went above and beyond for me when my reserved truck was substituted at the last minute and due to arrive 3 hours later than I had requested. I got a bigger truck for the same rate and it arrived on time. Whew! This could have gone so wrong on my end had he not come through. Great guy and I am SO happy. Will recommend to my friends for sure!!Pamela W.
I was set up to pick up trailer and dolly. The trailer was fine at the location but they did not have any dollys to fill my order. Had to drive 30 minutes away to pick up a dolly.Tyler C.
Drop off was easy and very helpfulMAVIS G.
Workman Auto Sales is a delight to work with! Superior service and outstanding customer care. Tim is most pleasant to deal with and even my wife enjoyed his easy going demeanor as he sought to ensure we had exactly what we needed. U-haul needs more folks like Tim Workman!gary F.
Don't knowEvelyn B.
Customer did not leave a comment.mary S.
I've rented from uhaul for several years and have had great experience with them but I think they need to do some checking I on the places they let rent out they're equipment because here lately I have had trouble renting equipment one place in Bedford Kentucky the people there don't know how to do online reservations and one place in lagrange Kentucky when you do online reservations and go there to pickup the equipment you can't get it for the time you reserved because they say it goes out the next day even though you reserved it for the time and it is reserved for you so over all uhaul is a good place to rent equipment they just need to make sure they places they let rent out they're equipment is able to do the job.Scotty B.
My first stop when renting. Guys over there always help me out.Frank M.
Price was too highJessica T.
No one was there, i had to take trailer off myself and leave it. Only a woman on the phone.Donnie K.
Customer did not leave a comment.Wendell M.
Really nice folks!David D.
Customer did not leave a comment.Brian P.
Two things: 1) First, the wireless truck sign in and return process did not work. U-Haul could not determine my location. I checked my settings twice and my phone was set correctly. You need to get that fixed! 2) Second, the location was basically a junkyard with two u-haul trucks and one trailer. The truck was fine and maintained well but the location was a mess of totaled cars and trucks.Karl B.
Customer did not leave a comment.JEFFREY S.
Customer did not leave a comment.David J.
This guy was very helpful friendliest people you have ever met. I would not deal with anybody but this guy. He should be U-Hauls number one rental person.randy B.
Excellent service they go above and beyond.Jeremy S.
Nothing everything was great.donald A.
Customer did not leave a comment.RODNEY F.
The staff at this location goes above and beyond. They are the best!TONI B.
Really nice people. Went out of their way to take care of me.Jeremy J.
Customer did not leave a comment.TONI B.
Customer did not leave a comment.KEVIN W.
Great to have a key drop off thank you.Duane B.
Customer did not leave a comment.Ben G.
Customer did not leave a comment.Daniel B.
Dolly and furniture pads not inside of truck. Parking available did not give space to properly return vehicle.Dylan R.
The oil life was at zero percentEric K.
Customer did not leave a comment.Charles A.
Reported what might have been a weak spot in floor of trailer.Melissa E.
The best customer service and they really knew the processStephen P.
Customer did not leave a comment.larry S.
Field sales manager was suppose to contact 502-619-2181. Horrible experience and customer serviceKevin G.
Customer did not leave a comment.Jackie R.
Very easy-Jeffrey N.
We waited two hours to get our Uhaul and had to call customer service to get assistance since the entire Uhaul credit card system was down. We lost time to have people help us move.Christian S.
Customer did not leave a comment.becky M.
Customer did not leave a comment.Allan W.
Customer did not leave a comment.Robert B.
Customer did not leave a comment.nedra V.
Personnel extremely helpful. I was unable to locate the drop off late on a Friday afternoon and phoned this location. The owner worked with UHAUL to waive the change of drop location fee and met me at his shop after 6:30pm. After driving over 600 miles, I was very thankful for his help.Shawn M.
Customer did not leave a comment.DANIEL R.
Attendant was late openning and in no rush to help us. Uhaul system went down.. so process took way longer than it should haveDavid H.
Customer did not leave a comment.RITA P.
Easy access for drop off.Adam C.
Customer did not leave a comment.Jason W.
Great location everything went smooth easy and friendly drop offJames W.
Folks were nice and helpful getting me setup and returned.Vincent F.
Not this locations fault, but the original location for return was Bluegrass Rentals. Bluegrass was locked up, and I had to spend 40 minutes on hold with Uhaul attempting to find another drop off location. Workman's auto, was easy to find, plenty of drop off room. No issue.Adam C.
Check-in person was very nice and helpful.Carla B.
Customer did not leave a comment.JOHN W.
Mr. Workman was very nice and answered any questions I had. Excellent experience and would use again if needed.Steven E.
Customer did not leave a comment.Susan W.
Customer did not leave a comment.John D.
Customer did not leave a comment.Brandi D.
Customer did not leave a comment.robert K.
Customer did not leave a comment.austin M.
Customer did not leave a comment.Paul D.
Customer did not leave a comment.David T.
Pick up location was changed by UHaul three times. I ordered the truck and 2 dozen moving blankets, and the pick up location only had 4 blankets left.Susan S.
Customer did not leave a comment.Doris E.
We paid to rent a dolly and it was not with the truck when we picked it up.William Timothy M.
Customer did not leave a comment.Lisa K.
Customer did not leave a comment.Duane B.
Customer did not leave a comment.melody R.
Have equipment ready for pick up. Love the Preston Hwy location.kelly M.
Process is super slow,outdated and took 45 minutes !rediculousTIMOTHY S.
Customer did not leave a comment.Jason D.
Customer did not leave a comment.Jocelyne M.
Very helpful and hassle free service at Drop Off. Thank you again Uhaul.Kenneth P.
The lady working was very nice but we stood in the office for about 5 min when we arrived and it seemed that nobody was around to help. We had to walk outside and shout for someone. Once we saw someone, she came to us and had no idea we were even coming or that we had a reservation for a truck. She was very confused by what she was suppose to be doing and it took a lot longer than expected to get the truck. Her being nice definitely made up for it but it should have been made clear to them that we were coming so they could expect us and have everything together.Cory B.
Customer did not leave a comment.KIMBERLY A.
Told us we would be checked in after we left so no way to dispute charge of extra mileage, then I should have not filled with extra gas...will not go with uhaul again..Susan Y.
Customer did not leave a comment.KELSEY G.
This was our second experience at this location and both were very good.KEVIN V.
Customer did not leave a comment.Brandon B.
Customer did not leave a comment.Rachel M.
Customer did not leave a comment.Jay K.