Upon arrival at the location we could not figure out how to get the into the box which holds the key to the van. There was no sign with directions or a telephone number. We waited there after checking in on the phone but could not even get the key. It was not until another customer came to return his truck that we found out from him that we must call the man who is running the operation to get the code for the box in order to get the key. This customer literally had to give us the phone number. Had he not arrived we would have never known this. Upon calling the number we were met with a man who was very matter of fact and unprofessional. We did not actually get the key to the van in hand until close to 8 pm but our reservation was for a 7:30 pick up....and yes we were on time for the pick up. The van did not have any windshield wiper fluid at all and the windshield was very dirty on the inside and outside. The guy that we spoke with told us that to return the van we have to take photos of the mileage and gas gauge and text it to him on his phone. (So, this is not really mobile pick up like the other locations) On the day we were scheduled to return the van we called the same guy that we previously spoke to inquire as to why our return time said 7:30 but we didn't get the key until almost 8 pm. Once again, he was matter of fact and told us we have to return it by 7:30 or we will get charged for another day. We returned the van and we will not return to rent at this location in the future. We prefer locations that at much more customer friendly and organized.
JONATHAN D
Transport Service Direct Montclair
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Montclair, NJ 07042
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Customer Reviews
- 3.5 Average Customer Rating
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I was a bit concerned about using an unmanned facility, but it was so seamless and very easy to use. I'll definitely use them again.
LEVETTE CHave a smoother telephone access process. Provide more detailed instructions. Provide all instructions simultaneously rather than serially. The delay in sending the second link made the process more onerous. Have a more honest system, one that can correct errors at check in. The path to the key access point was not properly cleared. I am an older person with slight mobility issues and balance issues. I had to walk on frozen snow to get to the key. It felt treacherous. It was also cold and I spent extra time in the cold to take the required pictures and the link didn’t work. So I spent more time in the cold trying to get it right. In that difficulty, made an error in the amount of gas provided. I filled the tank to match the actual amount. I shared the picture but it made no difference. The customer service rep was exacting and uncaring, though polite. It was the most unpleasant experience I’ve ever had with U-Haul. I’ll never do business with this agent again and I’ll not do it in winter. This was too hard both in circumstance and in customer treatment. Additionally, the truck cab could have been cleaner and the air fresher. Really a bad experience. The truck worked well and satisfied my needs.
Althea SThe facility is very conveniently located, though the lack of signage makes it a little difficult to identify. Communication with the manager was good and instructions were clear. Equipment was well maintained. I would rent from this location again and would recommend it to a friend.
Sharif AI saw online there were bad reviews of this location and I'm happy I ignored them. Although there is no physical office, someone called me right before my pickup time to help me with checkout and from there everything went very smoothly! Would use again if I needed a U-Haul
Eden H