My pick up was confusing and took way too long. I arrived to pick up the 10’ truck I reserved. There was only a 15’ truck parked out front of the business. It didn’t match the truck code I was given in the u-haul app.. After calling customer service I was able to reach a person inside the location. A very nice young lady helped me but she had no idea what was going on and had to call her “u-haul person”. After walking around on my own I found the 10’ truck parked behind the building out of sight. I was then given a random truck key which did not work for the 10’ or 15’ truck so I had to again find the person in the location to figure that out. I was told the 10’ truck had mechanical problems. I was then given the key to the 15’ truck with no paper work and the hope that I wouldn’t be charged extra for it. Terrible start to an already hectic day of moving into a new home. I had good friends volunteer time on their day off to help me move. They ended up having to sit and wait on me for over 40 minutes when the pick up location and my old residence were only 1.5 miles apart.
Mark L
Customer Reviews for CarHatch LLC
(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.
The office worker was VERY helpful and great customer service, she even came in early to work to help me with my rental!!! Thank you!!!
Jessica GEverything was perfect
Crystal jBox to drop off keys didn't have forms or amy envelopes instructions in box indicated needed to be completed. Confusing.
Peg LIdk, have some refreshments! Maybe because everything was spot on excellent. And returning I wasn’t sure what or where to take the key so I went inside and the lady at the desk was soo helpful and cordial.. keep doing what ur doing. Beat regards Satisfied customer
Wayne MAbsolutely wonderful experience. Customer service was amazing. Easy contactless pick up and drop off. Highly recommend.
Cherie SPhone customer service interactions with U-Haul were not the best. The first call, because of trouble with the website not sending me the verification code after several attempts, the lady tried to help but informed I could check out the truck at the location’s office. But the problem is that they were not open on Saturdays and I didn’t know until arriving there. When I called ((833) 399-0504) for help because the place was closed and the app glitched, the lady sounded like I was inconveniencing her.
Fabio DNeeds to open on the weekend
Gloria RThe location was convenient for me but there wasn’t ANY personal/live assistance which is the main reason I picked that location and time. The number listed doesn’t work and no one follows up. My app wouldn’t download my information when I arrived AFTER being notified, in the day of that my reservation was CHANGED to a 24/7 check in which meant I was on my own. There were only five furniture pads, when I requested 6 (half a dozen). I was fully charged before I even got keys😒
Keesha SIt should be someone to let the staff know when the reservation changes with a person's paperwork when using a representative not from the site that you're supposed to get your equipment from. I had to wait for someone to get there.
Alice FI did the self check in I haven't got my receipt yet. The inside of the 26 foot truck was dirty and trash was left inside cab and ashes and dirt covered the floor. Noone swept or wiped truck out before renting it out
Rodney AIdk?
Andre HThis location was great
Jordan SSam was very helpful when I mistakenly left sunglasses in the truck at drop-off, and got them the next day. That was great service!
Dimitry DWe dropped off after hours so we never spoke to an employee at the location. The location could use some better signage but aside from that it seemed to be well managed.
john AIssues with tha app. Could not upload pic of inside van. App shut down and couldn’t complete transaction. Put key in box and left.
William VNothing, my experience was wonderful and Professional.
Major GLock box didnt work. It was raining and I could not get any help.
Andrew FI paid for a utility dolly, I did not receive it. Also the words "Move your shit" was graffitied on the side of the U Haul and did not make such a great impression for my new neighbors. Also the vehicle smelled like a cigar lounge
THERESAMARIE CThe app wasn't working right, had to contact your call center. Frustrating returning as the app kept taking me back and forth to the truck to take photos, then the system wouldn't accept them due to an app error. Had to call again to get instructions to turn the key in. Recommendation--Make this process HIGHLY visibile-before renting!
Raymond B- Booked 15 foot Uhaul for 830am with mobile pickup. Completed check in, but got error on my phone that I could not do mobile check in (no reason given). -Only one truck was at this location. - Store did not open until 9am. Tried calling right at 9am with no answer. I called multiple times after and was unable to get through to anyone, door remained locked and I never got a call back from them. -Thankfully, I was able to get in touch with another Uhaul location in town and was told by their dispatcher that the reason mobile check in wouldn't work was because the location I was at did not have the 15 foot truck I needed. He was able to change my reservation to the 20ft truck that was there, and provide me with the lockbox code to retrieve the key. -I was almost 40 minutes late due to all of this, which required me to pay overtime to the movers. -Truck cab was dirty, as was the back of truck. I had to sweep out and pick up after previous renters to avoid getting charged. -I would not recommend or use this location again.
Liz BThis was one of the best uhaul experiences I’ve had!
LATORIATERESA TThe truck was on empty. We paid for an appliance dolly and it wasn’t in the truck. We had to wait for 3 hrs for the regional manager Jerry to bring us gas and the dolly. The truck was old, loud and uncomfortable. Jerry indicated we would get a discount for our delay and troubles but we haven’t seen it yet.
William FThe people were very kind a courteous and obliging the rruck was very clean and efficient thank you
Cleona DThe truck has a dent on the side when we pick it up
Carl JI did not receive the items I paid for and still had to pay for them and have not heard back about getting a refund or anything else
Lauren JThe drop-off location was hard to find because the UHAUL sign was not too visible. The office was closed, and it didn't appear the office was an active site. The drop-off location for trucks was confusing because the lot there was not big enough for trucks. We had to park on the street. Having a designated place for truck drop-off with noticeable signs would help. Overall, it was a sketchy experience.
julisa rThe wait time to get the code for the lock box.
Sundae REverything was great
Nanisha DGreat fast service and great customer service!!!!
jasman jTruck was dirty with trash left inside the cab and I was charged a fuel fee when I brought the truck back at 1/4 tank, the same as when I got it. Very scummy, will likely do a charge back for that $30 on my credit card since I doubt yall will do anything about it.
Nicholas Bnice branch, very helpful service!
Abdulmojeed EThe people who ran this were extremely helpful. Because U-Haul turned this entire experience into a nightmare, they came to the location (all three of them) to stay with me until I got U-haul to release the truck that took 1-1/2 hours. I cannot say enough about how great the local place was. I would highly recommend them to anyone.
Nancy H