1. The online process for pick up and drop off is frustrating, time consuming and to get help you have to call and wait in queue for a representative. When you are about to move you want a fast and easy process and get on with the busy work. 2. Ordered a utility dolly , was charged for it and went to go use it to find out that they did not provide the dolly. So again call a rep that can do nothing by the phone other than note chart and once truck returned hope the charge comes off if not call back and chart is noted so they will adjust it .Made my. I’ve much harder, and again time consuming to have to stop and call an 800 number for nothing because you don’t get a live person to help handle issues. 3. After moving all day (without a dolly) drop off the truck and the Uhaul portal wants pictures of truck and how returned . That’s fine HOWEVER they don’t ask for the pictures before using the truck ! Thankfully I did take my pictures but how are they to know the way it was before pulling off and gas mileage/ gas . 4. Truck did not even have 1/2 a tank of gas upon pick up so again stop in the middle of your move to fill up a truck that should be topped off in gas and also topped off upon the return Instead of guessing where the gas needle was so you can return it the same way. Overall experience was not that great. Also the lock box the key is in for the truck is a pain to get into. The rep on the phone even said that everyone has troubles with the locks 🔒
Jennifer W
JM Auto
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Louisville, KY 40272
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Customer Reviews
- 4.0 Average Customer Rating
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Called U-Haul to reserve a pickup at 8am, 20’ truck was availed at JM, but they don’t open till 9am.called U-Haul and the nice lady said she would connect me to someone for a mobile pickup, but there was no answer there, sent me to a voicemail.😡
Michael CExcellent customer service. I was greeted with a smile. The gentleman helped me out with patience and consistency when I arrived, my U-Haul was not available that I reserved, but he took time out to make a phone call to find me what I had reserved for that. I’m grateful and thankful for his excellent customer service.
Monique MVery nice people. Will go there again when I need to rent anything. Great experience!
MICHAEL CInitially, my experience at this location was welcoming and understanding, and I appreciated the courteous demeanor of the staff. However, as part of the process of obtaining all the necessary materials for my move, I was directed to an additional second location. It was during this stop that significant challenges began to surface. Despite my best efforts, I was unable to secure all the essential moving materials, which placed me in a difficult position with limited options. As a last resort, I contacted Debbie, the Assistant District Manager at the U-Haul Regional Office. From that moment on, everything changed. Debbie immediately relieved the hardship and took full control of the situation. Because of her swift action, I was finally able to obtain the moving truck and all necessary items required for a successful move. Her intervention made a tremendous difference, and I am truly grateful. Debbie managed the entire situation—one that took nearly an entire day to resolve—with professionalism, patience, and persistence. I personally witnessed her coordinating via telephone with other U-Haul representatives, tirelessly advocating on my behalf until everything was resolved. **Thank you again, Debbie. You truly made my day and turned a difficult experience into a manageable one.** Warm regards, -
NICEA M