Service by the dealers in Franklin/Sylva and Cohoes was excellent: courteous, professional and helpful. The U-haul online system was atrocious. I placed an online order for a one way trip for a 20' truck with appliance truck and utility truck and an auto carrier from zip code 28734 to 12047, picking up the truck up on Monday at 3pm at City Tire in Franklin, picking the auto carrier up on 8/5 at City Tire and dropping everything off at a dealer in Clifton Park, NY. The order closed out and I was notified that the dealer would call me by 5pm on 8/3 to confirm. I received no confirming phone call so at 10pm I called your central office. Delenia answered by saying "Hello Donn" making me feel your system was fully functional. She confirmed that my order was all set as submitted. Monday morning (8/4), I called City Tire and was forwarded to a central number who told me there was neither a 20' truck nor an auto carrier available in Franklin that day. I called your Regional Scheduling Coordinator and was told there was a 20' truck available at Colonial Motel in Franklin, but I would have to drive to Sylva to pick up the auto carrier (20 miles away.). I picked up the truck at 3pm and was told they had neither an appliance truck nor a utility truck. I was told I could pick up a utility truck at Nathans Uhaul in Franklin (5 miles away.). I was also told that I should drop the truck and carrier off at the Uhaul dealer in Cohoes on Saratoga St. On Tuesday (8/5) I picked up the auto carrier and was told that the agent could not help me load my car onto the auto carrier. Prior info from Uhaul said there might be a $20 charge for such assistance. On Thursday 8/7 I called to arrange dropping the truck off at the Saratoga St dealer and the dealer did not pick up and the call forwarded to some other of your offices. The agent was very pleasant, but said the dealer closed at 2pm rather than 5pm. He said I could drop off at the Ontario St dealer who is open until 7pm. When I dropped the truck and trailer off at the Ontario St dealer the truck was accepted without issue, but your system said I was suppose to drop the auto carrier off in Ashland, NY! Neither I nor the dealer knew where Ashland, NY was. After getting the manager involved, I was able to drop off the carrier and all was set. I stated earlier, all your dealers were excellent to work with, but your online system really made this a frustrating experience. Hope you can do better for future customers.
DONALD E
Colonial Inn
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Franklin, NC 28734
U-Haul has the largest selection of in-town and one-way trucks and trailers available in your area. U-Haul offers an easy moving process when you rent a truck or trailer, which include: cargo and enclosed trailers, utility trailers, car trailers and motorcycle trailers. Combine your moving efforts by renting a truck and a trailer from U-Haul today.
Other U-Haul Services
Customer Reviews
- 4.0 Average Customer Rating
Let us know what you think.
Your valuable feedback will help us serve you better.
Fast and friendly. No problems.
MARC BThe first location I went to said they had not assigned equipment for me even though the app said they did. I then drove to a different location and it took them 45 minutes to locate the keys for the truck. The truck was there but had no lock on it or keys in it. Not a good experience.
BENJAMIN HBetter parking ( label where to park
Robert TI pointed out that the left tire was very low. They did not have a pump so gave me $1 to go to the gas station to put air in the tire. It was extremely low, did not even register on my tire gauge. When I got to my location, I had to put more air in the tire, it was down to 45 when should have been at 65.
LOIS W