Returned u haul on Saturday two days after drive from Iowa. Location was closed both Saturday and Sunday and Holiday Monday. They used Tuesday as return date and charged and added$21 to my card
Carol W
Kevs Gasport Auto Sales & Service Inc
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Gasport, NY 14067
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- 4.5 Average Customer Rating
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How U-Haul Reviews WorkNothing at all. Have rented from Kev several times now.
MAURICE SGreat friendly staff.
SANDRA DGive an accurate quote. Mine was off by almost $60. That's ridiculous!
Lisa HThe location & team here were great, not the issue. The app and reserving the trailer was the worst experience I’ve ever had, and I rent regularly for business travel. My reservation was received via the app, but the equipment was not there for pick up. The app changed my pick up location 3 times - reserved for Gasport, changed to N Bailey Ave Buffalo, changed back to Gasport when I called Gasport directly to confirm my reservation and details. The day of pick-up, it was changed to Perry St / Larkin, Buffalo. Then I had to call around and escalate the situation w local mgmt, bc I needed to leave in LESS THAN 2 hrs, and absolutely could not get to Buffalo and back and I stated this several times to several agents. Someone finally found a trailer in Tonawanda / Kenmore, the above pick up location, which was still 40 minutes away. The final change happened 2 hours before my scheduled pick up. 2 HOURS. This was for a business trip. This chaos caused a chain reaction of events that was not a good experience at all. Additionally, when I was returning my equipment, the contract had one address (Murphy Rd), the app gave me a different address (Rochester Rd) and the text message had the Rochester Rd address. I had to call 1-800-U-Haul to confirm my location bc everything is closed on Saturdays and I could not contact anyone locally. I was told to just take it to Rochester Rd and that’s where I dropped it off. I spoke to a few reps to get this sorted throughout the week. The response consensus I received is you can make a reservation, the app says “guarantee confirmed,” but that guarantee is not actually a guarantee. It’s basically a “guarantee” that you are on a waiting list in the system, you don’t actually have gear reserved, and it’s a fingers-crossed situation that you can even get the gear right up to the scheduled pick up time. This is confusing to customers and really screwed plans up. I have never experienced anything like this in any of my other trips. The gear is always there and there are people to help. Shuffling a regular costumer out to locations far away, after repeated requests to stop doing this, 2 HOURS before pick up is not helpful at all and only more frustrating. I understand that it is the previous customers responsibility to do things correctly, however, the app should not be giving a “guarantee” and “reservation confirmation” if the equipment is truly not set aside at confirmation. That is not a clearly stated policy. It turns out, a “confirmation” is not a confirmation that the gear is there for you, it’s just a confirmation that you made a request for gear. My entire day and work trip should not be upended bc the previous renter was late or whatever.
sarah g