I ended up at this location because two days prior, I received a phone call from U-Haul saying that this was now the only location near me that had the 15' Truck due to people extending their reservations. My husband and I opted for an in-person pickup instead of doing it ourselves with the app because we typically prefer to do that in case we need any assistance. Little did I know, even if I had chosen to pick-up, we still would've had to wait to retrieve our rental. The location was entirely unprofessional, unclean, and poorly managed. When we arrived at our 9:30am pickup time, we were told by an employee that only the owner knew how handle U-Haul rentals and that he had to go get a tire from another city for a customer and wouldn't be there for another 20 minutes. We stood there and waited until he arrived, and then he was taking care of everything there on his own, not taking care of the customers who had been there longer than others, and did not know how to handle the U-Haul rental. He had to call someone on the phone and put them on speaker, and have us verify information with them over the phone. When it came time to get our two dozen furniture pads, we were told they didn't have any. At this point, it is past 10am and we still do not have keys to the truck. On the U-Haul app, I had to lie and put that I did receive the furniture pads even though I didn't, because if I selected "No", it wouldn't let me proceed and told me that I would have to talk to the representative at the location I was at, which I knew was not going to get me anywhere. They were almost not able to find the keys to the truck, as the desks in the building were littered with other items and were completely covered. There was no organization to be seen, and hardly space to stand in there without being in the middle of a walkway. It reeked of cigarettes and hookah, with a dirty ash tray and hookah sitting on the desks, along with a yogurt container with dirty silverware, a dirty coffee machine, and more. I was also told at first that I couldn't add an authorized driver to the rental, and had to explain to them how you are able to do this but the link that U-Haul was sending to my husband did not work. They eventually let us add him as the driver. We stood around waiting some more until the owner was done taking care of more customers that came through and moving the truck that was blocking the one we were renting. The truck we received was almost empty with only 50 miles left in the tank. Luckily, we only needed it for about 15 miles total. I did not leave with the truck until 10:15am, 45-minutes after my reservation time. Thankfully, I was able to handle the drop-off process on my phone, so I did not have to wait nearly as long to get that taken care of. When we dropped off the truck, the key box for the U-Haul trucks was still hanging wide open on the front of the building, leaving no secure way to leave a key in the drop box. I have used U-Haul so many times while moving, and do not think that this location should be a U-Haul provider.
Jennifer H
Coast to Coast Tires
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in South Bend, IN 46613
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Customer Reviews
- 2.5 Average Customer Rating
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Truck was dirty inside and in cargo area had to clean it and sweep it out before I could use it to move The had a vibration
DEVIN MThis location was excellent!Mohammad and the staff were incredibly helpful and friendly.it was a very positive experience and I would definitely recommend this place to my friends.
Masood AOn the positive side, the exchange was quick in that the staff member simply took the keys and told us we were done. On the less positive side, the staff were difficult to locate and then to identify and the paperwork was not submitted promptly, leading UHaul to initially claim we had failed to return the vehicle. I will go elsewhere in South Bend next time.
Matthew WU-Haul did a great job. The location was terrible.
GAVIN H