The truck engine light popped on as soon as I started driving the truck. It was too much work to pick up the truck and the system was saying I had already had the truck when I couldn’t even get into the truck. No one gave me the code to the lockbox to retrieve the truck keys. I had to call the 800 phone number for help to get the truck. The representative had to extend my time because I originally reserved it for 24 hours and it was in the system for only 6 hours so the representative had to help me extend the hours to 24 hours instead of 6 and they lock on the box was so beat up that I could barely see what the letters were too put the correct code in to unlock the lock. This process took me almost an hour to pick up the truck I was standing outside the truck trying to get in for almost an hour that was insane. From now on I will just go to the lake Avenue location or east ridge road location and deal with a human, after that experience I don’t care about the convenience of the location being close to me. Those trucks really should not be allowed to go out on the road with the engine light on, that’s a safety hazard. The only pleasant experience I had throughout this experience was the pleasantly helpful representative at the 800 phone number she was knowledgeable, helpful, quick, and she went the extra mile to call the people over that location to help me get into the vehicle. She deserves a raise she was very professional and polite. I was in a unsafe neighborhood with my daughter trying to get into a vehicle for almost an hour while a man stood across the street just watching us and we were dropped off by Uber so I couldn’t just hop in a car and leave if something was to go wrong. I hope this information helps to make things easier and safer for your customers in the future.
Christey K
Customer Reviews for M&M 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.
Do not give trucks away that are reserved without contacting the customer. Improve memory on 24/7 truck share as multiple photos too fast will cause photos not to upload. Improve customer service as spending an hour on the phone trying to locate a replacement for the one given away by your scheduling dept is bull crap. Also add 10 extra miles to the truck for an incidental lunch during transport, or for the fact that some of us will avoid tolls causing a slight uptick in milage which should be included in cost estimates not charged as an extra.
David KJust no
Josh sWe are extremely unhappy with our experience. We made a reservation to pick up a truck at 10:00, as that was the earliest time available online. When my husband and father in law arrived, there was nobody there, even though it indicated that they opened at 9:30. After finally getting in contact with someone on the phone, someone from another building came and gave them keys for a truck. They waited over 45 minutes for this. They were not properly checked out, and were told to just take a picture of their credit card and driver's license. The rental contract shows the truck had half a tank of gas, but it did not. It only had 3/8. The rental contract was in my name and was "signed" with a squiggly line. I was NOT there at the pickup, nor did I sign anything either in person or electronically meaning that this is forgery. Between having to wait to get the truck, and these shady business operations, this is some of the worst customer service we have ever received. On top of that, we called Sunday 10/17 to file a complaint. We were told the business owner would call us within 1 business day. As of today, 10/20, we have heard nothing.
Kimberly HBox 3 weeks late. Both the pick up and drop off location couldn’t locate box. Had to escalate to corporate.
Noelle MBe open when you say you are open. Property is unkempt (weeds/trash strewn about) and has little signage. Trailer had not been cleaned out/swept by previous user. Had to back trailer on to a busy street - not enough room to turn around and drive straight out. Nothing inviting whatsoever with this location.
John VThe process to have the boxes delivered to my home was not communicated clearly. I had to speak with several different people to find out how it worked. I also spent 2 hours on hold after calling the customer service number. I hung up because it is unacceptable to wait that long even during covid. Probably won't use the service again if I can find a better option.
David KCould not reach customer service. Location is small and hard to maneuver. Bad experience.
Zakiya HIf your reserving a rental be sure to call first, so that it goes smoothly. Small glitch, but owner to care of it quickly. Thank you.
Jose MMark Mathieu did a great job for me and my family. I highly recommend him to anyone.
Pedro Deverything was quick and the customer service was good.
JACQUELINEL GExtremely helpful and friendly
Essence MI wish I could give more than five stars. Mark came through with the equipment I needed at the last minute. Thanks again Mark!!
Tanya BThis location needs pick up trucks and vans
neta dPrevious representative said I was a terrorist and I couldn't pick up my truck. they're up at this place was reading the sister knows and couldn't let us pick up the truck because of this and I had to call customer service and the Barbie took care of me and laughed it off and said it was a disagreement over a charge from the previous year. I'm not a terrorist. And I'm very appalled U-haul would call me that. Getting a lawyer involved
Julius JMark was accommodating, working with me to make sure I was able to rent the equipment I needed. The truck was scrupulously clean and ran well. I highly recommend him, the equipment he maintains & the location he works from. Thanks Mark!!!!
Tanya BLocation is in a sketchy neighborhood where I felt unsafe.
Thary KMark was extremely helpful and knowledgeable
bernard mVery good customer service. I made a reservation at the last minute and the rental agent was very pleasant and helpful. The owner was flexible and accommodating and remained open after hours to allow me to pick up the truck.
June HI had a wonderful experience at this location, they were fast and efficient, honest and clear with all prices. The truck was clean and in great shape. I have already and will continue to recommend this location.
nicole sMark was extremely helpful and knowledgeable about UHAUL products and services. I would really like to see pick truck and cargo vans at this location. I could refer him more business clients in the area.
NEIL BThis location is out of the way and dark, it is narrow and very difficult to drop off a trailer. I wouldn't go there again.
George CTerrible drop off or pick up setting. No signage and no parking. Owner was not present during business hours.
Robert G- not a good location and no person on site - attempted to rent us a uhaul that had no drivers side mirror. - did not have the moving pads that we preordered in the truck - resolved all these issues by getting another truck from a different location and were very pleasant about it - I will not rent from this location again - requester Jefferson rd location but that location apparently doesn’t rent 17’ trucks so I was asked to use this location
Maureen KMark was incredible helpful and knowledgeable he was fast and knew how to get everything set up . The location was new so the inside hadn’t been renovated so I’d ask U-Haul to support them and get it set up quickly. The lake view location staff were rude. Also U-Haul didn’t email me to change the location of the pick up I was told on arrival at lake ave please fix that
MARK MNotify me that you’re sending me to a location that is an abandoned building with no human being around to help when the google chrome, safari, and the U-Haul app won’t work to get me the code for my key. Spoke to 3 different representatives from your company before this was resolved. It took me over an hour to get my truck I had reserved weeks prior. Will never use again.
Nate KClean up the area. It’s terrifying. Just because the area around you is filled with scum doesn’t mean you as a business has to follow suit.
Brian RI had a very bad experience on this same day with store located on 120 lake avenue.i was re routed on phone with customer service to go to. 521 west avenue.and I have no regrets for getting the truck from west Avenue. The people were very friendly and very knowledgeable. And treated people with respect. I give the west avenue a 5 star and will return there for my business.
Gloria LI was charge for gas an i bought it back at a half tank like thats crazy i have bad experience wont rent again
JERVON BCamille is fantastic
Amaran Sworst uhaul experience ever
Tisharia WMark was wonderful to deal with. I highly recommend renting a u-haul from him!
Lisa KThe location was dark and messy which made me uncomfortable but I understand they just opened a few days ago. The lady that helped me was very nice and did a great job. The truck drove great. I just wish it had cruise control for my five and a half hour drive. The only other thing is the windshield wipers made the windshield streaky and hard to see through when I hit a snow storm in the last hundred miles of my trip. It was after dark and just made driving kind of scary.
Mersady SThis location was in a bit of a sketchy part of town. No one was in the office when I was there to return my U-Haul. Luckily I could return the U-haul over the phone or else I don't know what I would have done.
Jamie L