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Laura F
Customer Reviews for Masons Auto Specialties
(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.
There was no service there. You had to do everything online
Wilma SSystem was down at location, too long and worthless process to check in online. Never again.
HECTOR SKeep doing a great job.
Rachel WWhen I got to the location to pick up the van it was closed. I understand it was a Sunday, but it really put me in a bad position when I checked into the app that I was there, it skipped over the part where it tells you where the keys are so I had to call customer service in order to get them and was just put on hold. Nobody ever answered me on top of that I had for large glass cases to move so I specifically asked for to dollies and some packing material for the glass. None of it was provided in the van even though I paid for it then when I got there to return the van, the app is not working again and it glitch I wasn’t able to take the pictures to check in and when I reached out to customer service for the chat so I didn’t have to wait on hold again. They were very rude to me. I like the idea of U-Haul because sometimes I have to move stuff and don’t wanna have to ask a friend to borrow a truck and I think your guises prices overall are really good but picking a truck up when the businesses close is a horrible idea I had to go purchase a dolly and packing material would cost me way more money than it should’ve and I still haven’t been reimbursed from the stuff that was not there.
Elizabeth GMake sure u haul is cleaned out and that equipment is in there. I got charged for a dolly that wasn't even in the uhaul
Carrie SOnly issue is the U-Haul ac was not working so the rude was miserable
jessica FVery sketchy area. Place did not look inviting it actually looked abandoned and the people around made us uncomfortable.
Kiana BOur pick up time was 5:00pm they closed at 4:00pm and did not notify us. It took 1 1/2 to get our rental keys from the lock box and 3 phone calls with being transferred to 4 different representatives. We were extremely late and had multiple people waiting to help us. I would never rent from them again totally irresponsible! We also did all the on line check in 2 times and scanned Max Thompson’s drivers license 2 times. This process is not efficient. But when a business advertises hours they need to stick to those or call and make other arrangements
Monica TRelease the governor and put some shocks on it, hahaha Good vehicle, drive great just a little bumpy. But after 10 hours, it wasn't bad at all. TY
Mark Cthe entrance and yard area for pick up are extremely uneven and I was not comfortable driving my truck over it. It felt like I was off roading to get the trailer, and the trailer was connected incorrectly by the provider, glad we aught it before we drove off.
Tammy JEverything went very smoothly at drop-off.
Joel CThe road to the back where the uhauls are kept is horrible. I wasn't sure it was even safe, it could be dangerous to your personal vehicle
Barbara Tsimple drop. No one there to check in but handled first business day.
josh sVery helpful guys there. Friendly, knowledgeable. Thanks guys for making my hard move easier.
Mareda BFriendly, helpful , made drop off easy
jene SThe online pick up process was great and easy
ANTHONY GIt would have been helpful to know that having my passport was possibly needed to make the process smoother. I would have brought it if I had known. Also, knowing prior to my visit that this place had no live person and what that entailed would have been helpful.
LeDell MEquipment was well maintained. Agent was very pleasant.
Elizabeth KThe person who rented the truck before us had a large dog in the front seat. The amount of fur was insane!! Someone with bad allergies could have been in a bad situation. The back of the trailer had tons of red dirt and dust is in. We used it to move and ended up with red dirty dust in all of our stuff. There are no signs there that really give you any instructions. There was an issue with checking in and no signs or rep was there to assist. Not this locations fault but I had reserved a truck 20 plus miles away that was closer to my home and the night before uhaul changed it to this location. Between the extra distance each way, and the issues with checkin I had to pay my movers for extra time.
Jennifer LI reserved a utility dolly and furniture pads and neither were in the rental when I picked it up. However. I would not rent from Uhaul again. I reserved my a box truck 1 week ahead of my move for pick up in Walkertown and return in Concord, NC but the traffic office manager changed my pick up location without notifying me ahead of time from Walkertown, NC to Kannapolis, NC which is an hour away. There were no other trucks in the area so I was forced to drive an hour to pick up the truck and cover the cost of fuel for the trip back to Walkertown for the move.
Katisha BThe driver’s window handle is missing and makes it difficult to hear instructions from those assisting with backing up so this should be fixed asap.
Jamil KTruck had a bad headlamp, the minute I pulled off the premises the headlight assembly fell out of position, had to call roadside assistance for help, there was also a moving part that rubbed when you made turns, also addressed by roadside assistance. owner was not aware that fuel indicator was wrong when I returned to tell him that the fuel gauge was off by 1/2 of a quarter tank. he said he worked it out with Uhaul personnel but yet when I returned the truck they did not refund my the difference. I rented a car transport and when I returned to pick it up due to the grading where transport was parked made it impossible to hook up alone, (the business is closed on Saturdays). very disappointing frustrating experience. I drove through four states with the rental truck and had an uneasy unnerving trip due to shaking at different speeds.
Lenard SLocation is in a run down area. No one was at the location even though I needed help to unhook the trailer. Nothing about this place say respectable to the Uhaul name.
Suzanne PNo sign for Business name. ALL U-Haul product was behind 2 buildings (which you had to drive between to get back there.). Lockbox- I had to walk in between a truck and the wall to find, had to use my flashlight on phone to find it and unlock.
Brody TI was fooled into being made believe the hitch ball mount was rented to me along with dolly. I noticed after my bill that they are not rented but sold! The Uhaul drop off location knew this and kept it, I returned the next day to recover and no one knows who took it!!!!
JAVIER DShop was closed. Poor internet connection. Had to conduct on phone. Serv rep was very polite however wait time was long. I emailed milage and gas tank reading photos. She stated all fine. Today, Masons charged me for 2 gal of gas for over 8.00 I have pictures of where it was when I turned it i . Just like contract stated. Cust rep on Sat stated it was ok. Turned the vehicle in 1 day earlier than contract expired. Then get charged. I had wanted to turn in at Concord uhaul which is a company store, but was told to go to Masons. I think this is a frivolous charge and a way for Masons to make additional money without having to put more fuel in truck. Please check. 704-791-0229.
CHARLES II paid for a dolly and moving blankets and they were not in the vehicle. Everything else was fine.
James PThe office was hard to find in a derelict building. The truck was parked in a grass lot, was dirty, had a damaged windshield wiper, and the tank was on empty. The U-Haul app for self check out did not work.
JACOB BTruck exterior needed washing, interior was clean location was less than ideal it didn’t appear to be a very secure area however the truck was sufficient and met our needs
Brandon WDo not like the location. Surrounding was unappealing.
NEAL WInteresting place. A lot of junk cars parked around, difficult to find.
Kyle SNo issues with the service or the equipment. The shop is not like the big expansive one nearby in Horsham where I dropped it off; it is a rural small town and the u-haul rental was part of a small repair garage operation with lots of interesting old cars and parts also strewn around. But the service was prompt and attentive and helpful, and the tow dolly did its thing without issues. I could almost say the move went off without a hitch but then I realize it wouldn't have happened at all if I hadn't had a hitch...so...
JONATHAN KThe people at this location are wonderful. Easy an quick in and out. I highly recommend this location and will use it again.
Paul EHad to ask for assistance to lift the trailer tongue onto the hitch and personally hook up the safety chains and break chain, in the mud.
WILLIAM WVery bad customer service and no one was clear with answers.
Joshua TIt took a little while to find the key box. There were vehicles parked in front of it so we couldnt see it.
angela cThe truck was clean but there was no ramp which made it hard for us to get the furniture loaded on the truck. When returning the truck I was unable to complete the ending process because apparently the milage that the truck was returned in was lower than what it was when I first picked up the truck which made no sense to me. I took the picture to show what the milage read and it still wouldn't allow me to go pass that part. Also returning the key into the lock box people across the street we're yelling saying that I was stealing and a bunch of other nonsense 😑. Unsafe environment
Lenice BAttempted to book truck with location close to my home, but was redirect to location in neighboring town. Communication was spotty, missed call from new location, and call back number did not work. Waited in queue for a long time, and received good information from rep at call center. Required to do after hour pick, which went well except for obtaining lockbox code. Again, long wait in phone queue, center rep was unable to help, attempted to transfer call to higher tier, but that call was dropper. Finally, received lockbox code via instagram, so plus there!
Patrick WUpon arrival to pick up my equipment there was an issue on my reservation the merchant could not find my reservation so he has to start it all over that was pretty upsetting for me and the merchant to waste our time doing the reservation all over again I don't know what happened to the system the main system but that system sucks and wasted my time before I can pick up my equipment and leave the lot I hope in the future that I will not have to deal with this issue again with today's technology I do not understand why is it so complicated to get the system work right wake up the HELL UP! U-Haul its the year 2020.
ALVIN CHard to see from the road, confusing and messy, missing the extra equipment we paid for and were assured would be in the truck. With the way it was parked when we picked it up we had no way to check that it was there or missing.
Connie Y