The 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
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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Complete scam. Charged us double when we put gas in. Was supposed to be $49 and charged us over $100. Absurd and will not use this place again. Absolutely insulting.
Phill VFriendly and wonderful service.Thank you very much
Jane SGreat customer service here, very nice lady
ebony sFast pick up, fast drop off, great customer service
JAMIE A