The location for pickup changed. Had to download the app on my iPhone again because of an issue with the app not opening. Found that the location for pickup/dropoff had changed. No one was at the location and was unaware of how to obtain keys for the vehicle. Looked in the app and there were no instructions for check-in or pick-up on the main page. Just showed reservation. Contacted customer service and discussed my concerns with them and they indicated that I should have received a text about the location change and how to initiate pickup. I informed customer service that I did received a text about the location change the evening prior that I did not see, but nothing on how to check out the vehicle. With that, the rep went through the steps with me over the phone. The app reset itself multiple times and I had to keep re-re-re-re-entering information in from the beginning until it accepted. The rep had to help out as well because she saw it resetting. I was out in the middle of nowhere with little to no signal. After the lengthy process and being very agitated over the phone I apologized to the rep for being upset, but... indicated that I was not pleased with the checkout process and the length of time it took. She apologized to me as well and I was able to obtain the keys and continue with my day. The entire process took over 45 minutes with re-downloading the app, app resetting, re-entering my info several times, items and people that needed to be verified, etc... In the end, the vehicle worked great other than the major delay we had with the entire checkout process. It changed my entire schedule for the day and caused a huge inconvenience to two of our helpers. I requested a discount of around 20% due to the inconvenience so we will see what happens and I will update this if possible.
Jeff P
Customer Reviews for American Auto Repair
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
Don’t do wireless pick up EVER. Worst, most inefficient thing ever!
Benjamin MI gave three stars because the owner/operator stayed to help me, and was the reason I was able to get around UHaul's broken automated system. However, this location is down a street that feels a bit scary for a woman to drive down by herself. It doesn't help that when dealing with UHaul's absolutely terrible system, you are stuck dealing with tedious tasks in a sketchy-feeling location for a unacceptably long time.
Catelyn JAbsolutely terrible - DO NOT rent from this location.
Craig SHad to call customer service 3 times to get key. No one on location could help
JOHN TI went to pick up the equipment and the were no keys in the box, I called the customer service number and iI haven't had an answer about refundimy money yet, in my account looks like if I used the equipment but I didn't.
TERESA BCheck in procedure was not easy. Also had trouble opening the lock box to get the van key. Then there was an error in billing for the rental & we are waiting for the refund for the erroneous billed amount.
Herbert SMobile pick up needs significant improvement.
Richard AThe place was a dump and was suppose to be open until 5 and it was 4:30 and they were closed and I did not take a copy of the odometer and was told by the app that I would be charged 20 dollars if I didn't???????????? WTH
Mary BRight brake light and turn signal were not working. I ordered a half package of furniture pads which were not in the van. I did an early pickup before the store opened so there was nothing I could do about it.
Philip L