Staff was very friendly and helpful.
John G
Franks Marathon
(U-Haul Neighborhood Dealer)
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- 4.5 Average Customer Rating
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How U-Haul Reviews WorkEverything with the rental was fine. However upon returning the truck I was falsely accused of not replenishing the fuel. I pulled out the rental contract and showed the employee that when I picked up the truck it was 7/8 full and I returned it completely full 8/8. We both went out to the truck and verified and he confirmed that the truck’s fuel was replenished. However that whole experience negatively impacted the whole rental experience. I wouldn’t rent from this location again.
Labrawn WPresumably Frank, or manager of this service station and UHaul dealer location was immediately rude and unprofessional. I arrived to return truck early (afternoon of the day before due at 7am) with a very clean truck, in which I over-fueled by 1/4 of a tank. As I greeted him first, he immediately displayed impatience and demanded I move the truck because he wanted to unload Dollie’s in the front of the shop. Then spent 3-5min complaining about inaccuracy of the agents who virtually check-in inventory through the app (which I was using per my reservation instructions). He was uncomfortably close when speaking to me, even when I physically created distance and told him his frustration and curt behaviors were not appreciated of should not be aimed at me. He began inspecting the truck and got in the way of me completing my in-app return of the rental. He is in multiple of my submitted photographs, as he was intentionally slamming closed doors and the roll-up at the rear of the truck while I was trying to gather required return photos of the truck. I had an AMAZING move experience. The clerk at the Findlay U-haul (Emma St location) where I purchased packing materials Friday was very courteous and kind. Kirk at the Findlay OH Uhaul Omni Feed pick-up location was very genuine and communicative on the phone. Two days of moving help from Mindful Moving booked through UHaul with this reservation was incredibly helpful and professional in their work. I would recommend them to any needing assistance with a move. This man at the Riverside Franks Marathon (Upper Arlington OH) left a lasting, negative impression at the conclusion of my otherwise AWESOME relocation experience. With over 20 years in the service industry, I understand the value of feedback- good, bad, and UGLY. This man at Franks Marathon location was the ugliest. When I was departing, I, with more professionalism and restraint than he had the courtesy of showing me as a customer, told him I was very disappointed in his lack of professionalism and severe lack of kindness. If this location believes as strongly as he did that U-Haul’s remote staff who return inventory though the mobile app is as dysfunctional and incorrect as he shared, it should NOT be listed as a Uhaul partner for this service and wholly, he should not be a representation of your brand at all. I live less than .4 of a mile from this Marathon location and because of this interaction I will not ever provide them with patronage- and I come from Findlay (the headquarters of Marathon Corp.)! It also gives me pause for what otherwise has been a no brainer to continue business with Uhaul. After I told this man how unprofessional and unkind his behaviors were and that I would not be returning to this location, he did apologize. But it rang sorely hollow. I hope this is taken with sincerity and an understanding that I otherwise had an excellent relocation experience with this booking. Please connect with this rep and make it right so other customers are not mistreated in this way and your brand is not misrepresented again.
Stephanie LFirst, the positive: very clean and functional van, and the check in process was really easy. Then the negative: when I returned the van, there was a member of the crew at Frank's Marathon who was over-the-top and vocally furious with me. Why? Because I had failed to fold the blankets I had also rented. I didn't realize that this was a requirement--I'll admit I didn't internalize the dozens of lines of fine print in the U-Haul contract--so I readily apologized, and told the guy I really didn't want to make his life more difficult, and offered to fold the blankets at that point. This gent was having none of it: he continued to snap at me about how it was necessary to bring the van back in the condition I got it, etc., etc. So, OK...I am a 61 year old guy, and have dealt with a lot of different people in my life, and I was not hurt or fearful. And part of me thinks, perhaps this guy is the world's best auto mechanic, which must help a lot of people, and perhaps he was just having a bad day. But I wonder if this is how he behaves regularly to customers, some of whom might be vulnerable people, and is it too much to ask for a bit of civility, esp. when a customer offers to correct an error, such as I did? A very strange experience, to say the least.
John BThe drop off was super easy. Very helpful employee.
Janet C