None of the equipment was loaded on the truck (dolly, furniture dollies, and furniture pads). They definitely would have made our move easier. We had to find a dolly to use. They credited $46 of the $48 charged which was also frustrating. I feel petty calling back for $2. None of this is because of the location, it all falls on U-Haul. They drop off trucks at this location for customers to pick up. The people at the location were very friendly and helpful.
Joseph T
Customer Reviews for Exit 9 Marketplace
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
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We waited over an hour to pick up the truck. It was booked as a counter pickup, but the location said they did not have a counter. The support number kept asking us where we were picking up, we gave the location, then they sent us back to the main menu. The site didn't give us a code to use for the lock they had the key in because it needed to be checked in at the counter, but the establishment said they did not have a counter. The phone number Uhaul lists as the establishments number is not accurate, when calling there it goes to a private cellphone and the woman said she is not with uhaul and she gets these calls all the time. Do better, Uhaul. I would never pick up a truck from this location again.
Kristen AThe location was not that great. However the staff there were friendly. The uhaul itself was missing a furniture dolly, as a result of which I had to buy one from the thrift store where the truck was parked. The tire on that one went flat immediately after, and then I had to go buy a new one.
Salman TThe app for uHaul blows and is almost unusable in certain circumstances. It took me an hour to check in to gain access to the truck because every time I tried to do almost anything through the app it would restart the process back from the start because doing anything at all on your phone, including switching accidentally locking your screen, changing windows, or accidentally refreshing the page will cause the app to restart the process. I originally rented for a different location 2 weeks prior to my reservation and uHaul didn't tell me until the night before my reservation that the original location I rented from didn't have my truck causing me to travel out of the way and additional 15 miles there and back later in the day. Lastly, I had rented a utility dolly that was not in the truck when I picked it up, to uHauls credit they refunded me the $7 for that, but given how terrible my experience was on one of the most important days in my life it would have been nice to receive a larger discount, but they never responded to my request for that. Communication, technology, and service were all terrible.
Tyler PThe pick up and drop off process can only be described as a nightmare!
christopher rThe APP was very difficult to navigate for pickup, after 15 minutes and being asked the same questions repeatedly, we had to call the company to finish the process.
Rebecca HThe new truck had junk in the rear, out of the locations control, but the lady I dealt with made everything smooth and simple!! Joe Ruspantini
JOSEPH RTruck was pretty dirty on the inside cab like some coffee or some liquid was spilled but other than that it was an overall great experience.
Albert LNada
James DI had to leave keys in the drop box But over all was a good location..
melvin TNo one present on weekend (Sat). National website had wrong contact number (even on receipt). They did post correct contact info on door entrance so they knew I had returned truck. Front parking lot a bit disorganized. Confusing is the $20 fee for using the U-Haul AP or only for requesting receiving notice of receipt? I put keys in the drop off box.
james jExcellent customer service at 5 am, whoever this woman was, she was a lifesaver
Jamason MShould have say "pick up by mobile ONLY" cuz I chose by the counter. !
PRANEET RThis was one of the worst experiences I've ever had. I've used Uhaul for the past 15 years and have never had an so many issues that I had with this reservation. The level of customer service from several employees was appalling. Thankfully now I am in my forever home and will never need to use Uhaul in the future.
Ashley MI dropped off after hours in the pouring rain and wanted to use the app to return. The app told me where to find the barcode on the bldg but there wasn't one. I called # on the door for help and guy who answered said to call U-haul. I did and got help. Took me 30 min to return the truck. Hartley's called me next day and when I tried to tell the woman how hard it was to return, she blamed the app. Never again will I use this place.
Michele PI had great service and great understanding with paying my bill hope u all have a good Xmas and happy mew year
BECKY PHave items available, such as all size dollies
JANINECHRISTINE PI was charged for 2 days rental when I only rented it for ONE day !!!! How they can get away with that ??? My advice is Do not do business with Exit 9 Marketplace. I questioned the amount prior to renting, she said she would look into it , then I returned it the next day and once again she said she would look into it, nothing has happened except me being charged DOUBLE !!
DENNISLEE LWe were charged $1,114.00 2 weeks after returning the truck. We called yesterday and were told it was returned in New York, but we live in Virginia. Our card has not been credited yet.
john bMaybe a sign as you get off the Highway letting people know you are close we almost drove right by the place.
HAVILAH SWhen I picked up the truck the furniture blankets were not included.
Daniel GEmployees very friendly, but would like to have the rented equipment like dollies available
JENNIFER FThis location is friendly n very professional
Catherine sVery good and attentive customer service for a small location.
NADINEDENISE HCustomer Service is fantastic at the Exit 9 market Place. Could not have been more helpful and friendly. I reserved my truck at Hartleys in Polkville NY. Then I found out my truck was actually at Exit 9 Market Place 20 miles away. When I inquired with Hartleys they were rude and indifferent to my concern that I would have to add an extra 40 miles on to my bill just to pick up the truck and bring it back as this was an in town move. This is not the first bad experience I have had with Hartleys and I can say that I will NEVER rent from them again. The Exit 9 Market Place will be my go to for friendly down home service and excellent customer service, regardless of the extra mileage.
Kelly FVery easy experience, no issues
Ted VExit 9 was very professional and great to work with. I would refer them to anyone.
Lorrie CThey had excellent customer service very helpful
Catherine s