I've rented from UHaul several times before and didn't have any issues. However, this time, I had several issues. I reserved a truck about a month ahead of time from Ace Hardware in Lebanon (about a mile from my house). I get a call about an hour before scheduled pickup saying the truck was late and that I should give it another hour. I waited a little over an hour past the scheduled pick up time and head to Ace. When I get there, they say they can't find my reservation. They also said the truck still hadn't been returned - so they knew I was coming for it. They did not have another truck available so they gave me the 800 number. I called and the rep said my reservation had been cancelled. I did not cancel it - I would not have gone to Ace if I did cancel. So she found another truck about 25 miles from my house - so more mileage charges. It was a self-service pickup so I had to install the Uhaul app. I already had a login on their web site. The app asked my phone number and some other info but when I filled all that in, it gave me an "unkown" error. I tried restarting my phone. No luck. Since the website login was based on my email, I put my email address in where it asked for phone number and that got me into the app. After that, pickup was smooth. The app gave me the code for the gate and the code for the key lockbox. When I returned the truck, the app did not tell me the code to the gate (and it did not tell me to write it down when I picked up). I called the phone number of the place but it was after hours and no one answered. I had to call the UHaul 800 number to get the code for the gate. I doubt I rent from UHaul again after this experience.
Gordon H
Secure EZ Storage Franklin
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Franklin, OH 45005
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- 3.0 Average Customer Rating
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I will never go back to that location ever again . I had to wait an hour both times to rent it and return it bc I didn’t know you needed a gate code. Called the uhaul lines and the customer service person was rude all of them!!! I’ll go else where from now on!!
Jason SThe lady who works there couldn't make it in when I was do for pick up but called and set me up for the 24/7 mobile rental, gave me a gate code for entry and made sure I had all info needed for my rental. She was there when I dropped off and made sure we parked easily and got the truck returned for us. Great service and good location.
Kyle BWorst pick up and drop off experience I've ever had. App sucks and the drop off location had a gate. Bring back the humans!
DAVID BHad a snag in the mobile rental process so the very kind manager in the office helped us so we could get on our way. Definitely recommend this location.
Emmanuel A