Whole situation from the first pickup that never happened because the truck wasn’t there waiting for me when I reserved it over a week prior to the Uhaul company never emailing me texting me or giving me a phone call to notify me of this before I arrived to this location. After traveling to two different locations picking up people to help with my move. From a $50 credit that I was promised to get from that ordeal that I never received to when I had to reschedule the pickup to that same location because it was closer to my house & the storage facility but when I got there the business was closed when the hours on the door said it would be open. I was able to access the truck had to do mobile check in had challenges with that finally got that to work but then when I got the truck the mileage wasn’t visible and the UhAul people did not know how to assist me with seeing the miles all I could see was how many miles til empty which was 27. Took a pic of that sent it to the Uhaul rep she told me not to worry about it. After I returned the Uhaul I kept calling back because the app still said I had the truck in my possession when that wasn’t correct. Everyone I talked too probably a total of 10 people or more from Saturday until Monday when I thought this would end but no the Uhaul rep said the business was closed until Wednesday of that week. And that I had to wait for it to be checked in to know everything was good when I was told the whole process would be because information I had access to I took showed them which was the mileage situation. Not to mention the app kept messing up wouldn’t accept the images they needed to be uploaded when u do a mobile pickup again which was something I had never done and was not expecting to be doing then since the business was supposed to open that day so I was told everything was being noted in my account and everything was good but it wasn’t. The local company where I picked up the Uhaul tried to tell me I drove 68 miles when I calculated the mileage before making the trip not to mention this was done early Saturday morning when the traffic was clear and smooth. I had many conversations with the Uhaul people only for them not to help me even though the whole experience was recorded supposedly from all the detail calls I had to leaving training for my job hi to the location where I picked up the Uhaul and talk to him in person because over the phone he wasn’t trying to help me either trying to tell me how I went over in the mileage and blah blah blah when he wasn’t even there. Eventually I hit him to fix the mileage to where I just didn’t want to be charged extra Ik I was gonna get some of the mileage overage I added back but at this point I just was like yeah just keep what yall had and don’t charge me extra at this point I just wanted it to be over and not have to worry about my account being charged for extra that I did not use. Yeah awful experience never plan on using them again if I do it’ll only be because I could not get movers. Oh and the reason I got later for not getting the boo $49 return is that they claimed it was added in on my invoice which it was not that was the changed the location made about the mileage not the credit that I was told was issued back into my debit card on the 16th when this was like the 18th. Either way never recieved my $50 for the first experience that never happened and argued with lied to about the managers giving me a call back within 3 days it’s November 1st now this move the second move was October 18th still never heard from that supervisor manager or whomever it was that was suppose to be reaching out to me… just a horrible nightmare that had my blood pressure sky rocketed I would never recommend this company to anyone
Felecia W
JM Auto
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Louisville, KY 40272
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They were closed during their own store times so I couldn't get help. I wasted and hour getting it fixed with customer support. They didn't leave the dolly we ordered or the blankets. They didn't answer the phone when customer support called them.
Leah S1. 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 WCalled 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 M