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Laura M
Customer Reviews for Carroll County True Value
(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.
Better wifi or cell service. But, that isn't their fault.
Adam LStaff was friendly enough…but I was handed the keys and not even shown which uhaul was mine. I tried the key in 3 different trucks until the key fit. I assumed I would have been shown which truck I rented and was not. I’m a 30 year old woman and I found it odd nobody walked me out to show me anything for driving the largest truck you have but I managed. Also I did not see the back of the uhaul until I got it to my moving location…dirt everywhere, some glass (not a ton but a few pieces), trash left from a prior customer (even a mouse trap!) I just swept the trash to a corner and laid blankets down that I bought. I was not aware I was supposed to take pictures of the uhaul? Your company doesn’t check trucks before renting to a new customer? That’s very odd. So I got charged the cleaning fee from the prior customers mess! How is there not record of this truck being charged for a cleaning fee before me? Wouldn’t they have gotten charged and someone cleaned it? Makes no sense to me. Overall not a great experience at all.
Tiffany RGreat job! Thanks for all you do!
Drew MQuick and easy return, friendly service
John GTheir computer systems were not up to par. I couldn’t make an in-store reservation. I made the reservation myself on Uhaul.com. Return of equipment was a better experience.
Roger CThe customer rep was very nice, even when I was not, to try and help us anyway she could with the gas dispute we faced. She gave us all the information she could to help us resolve the dispute. I did leave the store in a positive mood thanks to her
Joseph HThe vehicles I drove functioned very well. One was a 2022 model 20’ truck. It handled like a dream. The 10’ model was a little older but functioned just as well. One cab was immaculate, gets 5 ⭐️; the 10’ would get 4 ⭐️.
Angela AOutstanding service. Keep up the good work!
Steven CNo sure, my experience was excellent!
MARTY CI have no words for the poorest service I have ever received. Please look into this booking. The vehicle ran poorly ,bad O2 sensor, leaked exhaust into the cab. Couldn't get another rental so it was take that one or drive an hour and half to another uhaul. I just think your equipment should not be in such disrepair. Truly bad experience and will probably never use uhaul again.
Kiev SWhen I first rented the truck I was charged $75.39. When I returned it the total charge was $51.52. I still have not been refunded the remaining money
Angela CEverything total plus gas ended up being $140. That is way too much. My move was only 30 minutes away and I did not rent any equipment
Joselynn RThey need better wi fi service we couldn’t download our driver license pictures. M
Angela SStaff was really helpful and courteous.
Danny WThe truck had no windshield wash… Hard to see out of the windshield with all the road mess… A warning came on showing 0% pertaining the oil… And a gas discrepancy….! Not a good experience overall!
Joe GAwesome experience. Very helpful.
KEVIN SOur trailer was NOT in good condition when we received it. The cord for the door was tangled and would not allow the door to be shut without getting it straightened out — which seemed extremely dangerous due to the tension of the cord. The inside of the trailer was also very dirty, a piece of wood was missing from the side, and the rubber bumper that would have been attached to the wood was just flopping around. As for the pick-up location, the person hooking up our trailer did not seem properly trained to do so and did not attach the rubber to the chain, so by the time we got the trailer home, one chain was detached and dragging.
Amanda WClean out the truck; ours was dirty with food crumbs, etc. Enable WiFi for customer check-in because cell coverage is terrible
Charles BI reserved a specific truck for my moving day in February 2021; however, I was called the business day before my rental pick-up on June 1, 2021m and was informed that my truck/request was no longer available. When they attempted to accommodate me, I picked up a truck at a different location (this location list in Delphi), but there was no equipment rentals here, which was part of my original request.
Elysia SThe key had to put in a specific way or it would not work, the truck looked like it had been seen better days I ordered a dolly and when I got to the store they said they rarely even have them. They said sometimes they come with a truck and sometimes not! I could not use this truck the way I needed because I did not have the dolly..I will, now, have yo find a different rental truck WITH a dolly, which will cost me more money! Very disappointed with this rental. Wasted my money!
Crystal SThis site was fantastic. Unfortunately, this was a last minute, last resort. Mid May I made a reservation and payment for a 15 ft truck in Lafayette. The day before pickup we were called and told that truck was no longer available for pickup at the Lafayette location, but there was a truck in Monticello and we would have a discounted rate for the inconvenience. Later that same day we received a call stating the Monticello truck we were expecting to pickup was no longer available and to call customer service. We made three separate calls, waited at least 15-20 minutes each time, and then the line was disconnected. The charge for the original has not been credited to my account. While we were already on the way with the small 10ft truck we were able to get on such short notice and that took a lot longer to pack because we had less room, someone from the Lafayette office called to ask if we were still coming to pick up our 15 ft truck that we were late for pickup. What kind of service are you providing here!!!! This was ridiculous!!!! Don’t think I may ever use or recommend U-haul to anyone again!!!!!!
Carmina GThe manager who helped us was awesome. She was very friendly and very helpful.
Tila MI was told that I wouldn't be charged for late drop off but then I was charged for late drop off.
James KTell me two days ahead of scheduled pickup so a MUCH more efficient route could have been planned from MN to Indiana. I had to call and insist on reservation commitment or I would have went to said destination and then had to drive an additional many miles.... This is worse u-haul experience I've had. Be accomodating to your rental people...they are your service people....
Diane YExcellent customer service!
Elizabeth FNothing, great experience.
Byron JProvide better moving accessories. ex: lift straps, furniture dollies
Lucas WVery nice ice folks in Dr
john sDuring the return process, Uhaul’s software was updating and would not accept my debit card. The cashier contacted Vern at Uhaul and explained what happened. She wanted to confirm my debit card had not been processed. He said I needed to contact my bank. I paid the full amount by cash. Now my bank is processing a charge by Uhaul $97.86. The cashier at True Value did everything she could. Vern at Uhaul was no help at all.
Damon BThis location was excellent and really helpful. However I am extraordinarily upset that my pick up location was changed to somewhere so far away it added almost 85 miles to my move I think that is ridiculous.
Joshua CCan't think of anything that could be improved. I reserved online, checked-in online, went to the store and picked up the trailer. The entire process was easy peasy. Well done!
Richard Oyour CUSTOMER SERVICE from U Haul is extremely ridiculus.... I did the check in ahead of time & was still in the store for ALL MOST AN HR., trying to get the service person from U haul to get it STRAIGHTENED out... NOT A HAPPY CAMPER
Cindy mCustomer service was excellent.
Rodney MWindshield wipers could be replaced
Pam MThey were very helpful in getting me in and out. They are a great crew. I would recommend to a friend in a heart beat. I'll use them again.
Richard BPerson at store helping was extremely rude, lacking customer service skills. Was mad to have to help at all.
Mikala PThe lady that helped me fill out the paperwork and get the U-Haul was very very polite she answered all my questions and was super nice very happy with the experience
Natasha HIncrease mileage for 2 days allowed.
Victor SIt took a while to get the rental contract done because a woman interrupted the rental agent (Pat) numerous times to ask about items in the hardware store. Then we were shorted 4 moving pads as there were only 4 per bag instead of the 6 that were supposed to be in each bag. I didn't open the bags and count them when we picked up the truck. We didn't cut the zip tie on the bag of 6 that were in the truck for fear they would try to charge us for them also. Instead, we borrowed some blankets and towels from my sister to finish padding the furniture. Finally, when we returned the truck, it took more than half an hour to do it because the dumb software kept coming up with charges in excess of what we should have paid... even though the agent (Pam) actually put in a reimbursement of $10 for the shortage of pads. In the end Pam and I were able to get the system to let us put in a reimbursement amount that got us within 97¢ of the total we should have paid and I said "That's fine! Just let me pay that so I can get my family out of here!" Pam said she would give me the other 97¢ out of her own pocket but I told her not to worry about it. She apologized. I don't know if Pam did something wrong with the entries into the software or what. It looked like she did everything correctly but it appeared to me that the system could definitely use some improving. It was simple math for me. I wrote it out on paper and she agreed but the system wouldn't get the same total. The store closed at 6:00. We got there at about 5:50 and us AND Pam left the store at 6:26. Everyone else had already gone home. Pam had to shut off the lights. Overall, the process stunk... but Pat and Pam were very nice and the truck was fine.
Jeff LMake sure the equipment is repaired. The dolley we used had a very torn up fender. The straps and tire wraps were in good shape though.
diane oThe booking system absolutely sucks! The agent at the store was great and knowledgeable, but the compputer system was horrible. Took 45 minutes to get checked out. It thought my card was a gift card, so I paid cash. Then it said I owed more cash but no idea why. It wouldn't find the tow bar because it thought it wouldn't fit th ecar I was going to tow, even though online told me to go to this location to get this exact tow bar for that car. It did work. Just a very frustrating fight with the computer. She called uhaul support 3 times for 3 different problems, and instead of having a fix they gave her cheats to get around the system. You have a serious problem there, wasted 45 minutes of my time and the clerk's for a 50 dollar rental. Not sustainable.
Matt JNothing I can think of at this time.
Marilyn OHave knowledgeable personal that knows the equipment and Policies. Was told that I would receive more back for unused days and didn’t receive anything back at drop off.
carlos fU haul can get my reservation right I tried to make a reservation for 4 weeks in a row and none of the equipment was right or the paperwork. I had to wait 3 hours to get a truck because your system kept crashing . You ended up forcing me into a larger truck which cost me more money (daily fee, Gas etc) You did not provide me with my free month of storage I was promised and every time I talked to you guys I got a different excuse. you are just very lucky that their are not other moving companies or I would have took my business elsewhere. Right now with the way I feel about my move and UHaul I would tell my friends to avoid doing business with them at all cost.
Toby WPeople were friendly. However, it should not take nearly an hour to rent a trailer.
Brad JGreat group of people.
Spencer REmployee had no clue what she was doing. I asked questions and she kept just saying I honestly have no idea
Adam SPretty straightforward transaction - they got the paperwork filled out and got me on my way. The fact that these guys are open until 9:00 pm made even more convenient. The staff at this store has always been super-friendly toward me, and this rental was just as pleasant.
Dale NNo one helps you outside. There was no jack to the trailer or a tri-stand for it. Not like those trailers are light and easy to move.
Shaylan MLocation was great, issue with U-Haul, don’t think I will use again, very poor support from customer service!
TED W