Customer Reviews for OTM Rental
(U-Haul Neighborhood Dealer)

Rating:

4.0

Open schedule limited and location services in area is challenging. That makes after hours returns harder than it should be.

Rating:

5.0

Keep up the good work.

Rating:

1.0

I cannot express how poor the customer service is at this location. The young man behind the desk does not answer any questions, speeds through a verbal script he has memorized, and did not answer nor open the locked front door for 20 minutes. The truck also smells like urine. This was not the quality of service nor product that I know Uhaul to be known for.

Rating:

2.0

We did mobile pick-up, but we could not find the truck until we contacted customer service and were told that it was parked in the back of the building. There were no signs or anything to indicate that there were trucks parked in the back. It was frustrating.

Rating:

3.0

Well the truck was not ready to be picked up the night i went to get it. That is despite me making the reservation 3 days before i planned to pick it up. The next morning when i did pick up the truck the person working up front was professional and able to happily help me. I was not offered anything for the inconvenience of having to come in 12 hours after my pick up other than 'I'm sorry the other person didn't do their job properly" I am probably going to go to a U haul center next time even though its not convenient. I'll give it one more try before i switch over to Penske.

Rating:

5.0

Box truck was not swept out and had dirty mulch in it.

Rating:

3.0

I like the Mobile app better for the truck and return the truck because I had more gas in it than it was in it when I picked it up.

Rating:

3.0

There are a lot of holes and lag in your app. Need to do more testing and get this ironed out. The workflow is not smooth and is very confusing when it freezes and tells you you did something wrong just for it to approve you 30 seconds later of whatever you are doing. Also the UI is very misleading when the clickable elements are regular text and not bold shaded buttons.

Rating:

4.0

David was on site and made the rental a breeze after some issues with the times on the reservation.

Rating:

2.0

I was charged for equipment that was not provided. There was no mention of a refund and I was charged as if everything was accounted for. The space left to park the vehicle was too tight. It was the most tedious task that could’ve left me liable for damages.

Rating:

1.0

I was over charged or my credit card 100 instead of 62.80… the car I rented was already checked out do took a long time to get my U-Haul. They system was down so had to do a new booking at the store

Rating:

1.0

There is no AT&T cell service at the location. As a result, we had to keep driving to a service location to submit information and then return to the vehicle, resulting in 30-40 minutes to pickup/drop off. In addition, the dolly and cart requested were not in the vehicle. We should be refunded those charges. I will not use 24/7 again. It was a very frustrating experience. With that said, the truck was in hood operating order.

Rating:

5.0

We had the best service ever. Zac could not have been nicer, helpful. Just a stress free experience

Rating:

5.0

Quick and easy.

Rating:

4.0

Double check what customer needs as far as booking. There was no dolly, but I had an upgrade, but we never use it and I didn’t receive a refund. Otherwise enough, the staff was very friendly and professional and trying to do their best when they’re busy.

Rating:

5.0

OTM was fantastic. Ken really went above and beyond to explain the process and help me in the future. You need more drop-offs like this!

Rating:

2.0

Slow customer service it a bunch of additional fees

Rating:

5.0

Drop off location gave more information that the uHaul office itself

Rating:

3.0

No proper sign displayed due to restriction supposedly. I was not easy to find the place - the staff were excellent

Rating:

2.0

Location: there were no signs indicating where the key box was. We walked around and found it behind an obscure wall next to 2 unrelated companies. Can you please have clear signs for future renters? It will save time driving around / guessing where to locate the keys. Equipment cleanliness: the van interior and exterior looked clean and well maintained. I will recommend this location to a friend if they put better signs around. Other feedback: the customer service was probably on par with the generally below average service you get when calling Verizon company. Got passed around 3 times (1 time was with an agent in Florida and I'm in Virginia), one agent didn't know what the process was. I would recommend their call center manager / director to be replaced or better train the front line customer service agents. I was on the phone for 30 minutes which ate up into the moving time.

Rating:

5.0

👍

Rating:

5.0

I was not told that if I turned the vehicle early that there was going to be a $20 extra fee. So kinda disappointed with that. I turned the vehicle a day early and I get a few added to my bill. I did receive a text asking if I would turn in the vehicle on time the next day and I replied that I would turn it in on Sunday at 8:00pm. I was doing a good thing!!! I even turned in the truck with more gas than what was in there when I picked it up. So not happy with this experience

Rating:

4.0

Location is new so office is still working on the “inviting” part.

Rating:

5.0

Better instructions for returning the truck on a day when OTM is not open. I returned the truck, put the keys in the red box, and returned home to complete the return on-line. At that point, I found out that the only way to complete the return was by using the app while I was still at OTM and before I put the keys into the red box. I was able to complete the return by calling the main U-Haul number - so not a big deal.

Rating:

5.0

I had an excellent experience at this location. The staff were friendly and got me on the road quickly. The vehicle was clean and in very good condition. Will be renting from them again soon.

Rating:

5.0

Jim, the owner, was fantastic! Super nice guy and very helpful. He definitely understands customer care and went out of his way to help not only myself, but the woman in front of me in line. He was so genuine in his eagerness to “get it right.” Loved this location.

Rating:

5.0

Very helpful, came right out as I drove up to help me check in.

Rating:

5.0

Good service

Rating:

5.0

Excellent customer service@ Seamless processing. Will use again and recommend highly. (Used another site before and this place is SO much better).

Rating:

2.0

The check engine light is on. The driver side door does not close properly. The cab was dirty. There is a sign in the trailer section states that I have to sweep it out or there will be a fine but there was significant debris in the back that I had to sweep out myself because I did not want it to be on my furniture. Your web site defaults to all kinds of options that I did not want and had to undo to avoid additional charges and additionally undo at the pick up site.. Your website states that the truck drives like a car but that is far from true.

Rating:

5.0

This was the best customer experience I’ve had with U-Haul, when I need U-Haul again this is where I’ll go.

Rating:

5.0

Both Ken and Zach were friendly and efficient. I reserved a van and upon seeing the size, requested an upgrade. Both men quickly accommodated my need without issue. I was very pleased with their great customer service.

Rating:

1.0

Terrible experience never used uhaul again in my moving needs. On top of the poor customer service the movers we hired were throwing out furniture around and broke a tv, my desk top, my tv stand, and my dresser….. MORTIFIED .

Rating:

5.0

Very good experience to rent an U-haul van.

Rating:

1.0

For whatever reason our U-Haul wasn’t ready for over 30 minutes despite making a reservation. Also, the U-Haul was given to us with an eight of a tank and we were asked to leave the U-Haul with a at least a quarter of a tank. On top of that, the U-Haul wasn’t clean- had a opened plastic water bottle.

Rating:

5.0

Nothing...Was great Customer Service!

Rating:

4.0

came after hours, but it was a little confusing where to drop off the U-haul since there were other Uhauls parked on the other side of the building and not out front.

Rating:

4.0

The truck is old and smelly, a/c is not working. Felt like the truck gonna broke down on the road.

Rating:

1.0

better customer service and better trucks and cleaners that man was rude and lazy....

Rating:

1.0

BEWARE. I was charged a "cleaning" fee, even though the only thing left in the truck was the dolly and pads that I rented from this company. I was charged a gas fee even though I provided a receipt for 1.22 gallons for a 14.2 mile trip. Total price increase of 50% over what I agreed. I understand business, but predatory practices are not acceptable. I will file a complaint with U Haul and the State Attorney General of VA. I assume this is common practice since the "service" voice mail account is full.

Rating:

5.0

This place was super clean and the guy at the desk, Zach I think his name was. Was extremely nice and very helpful. I would definitely recommend this place to anyone.

Rating:

5.0

You are awesome

Rating:

3.0

The fuel tank was not completely full but was mentioned on the form that it was.

Rating:

5.0

Had trouble with mobile drop off. Locked out before I could get key and finish drop off procedures. Mobile pick-up and drop off needs to be better. Didn't work like the demonstration videos.

Rating:

5.0

Nothing

Rating:

5.0

I loved all processes with uhaul, it was such a helpful for self movers at cheap cost

Rating:

5.0

Customer service rep was knowledgeable and helpful. Super friendly. Will definitely rent from this location again. Improve for next time is have more sizes available.

Rating:

5.0

Front desk staff - excellent service

Rating:

4.0

I was given incorrect information on any additional insurance coverage prior to getting to the store. it was a significant increase in the cost I was given. Having the right information before would have been better.

Rating:

1.0

We spent two hours at the location to get the truck. All the tutorial online was not working. The app and the web has no response at all for picking the truck. We finally found a customer service number and their staff helped us reset the time. It was so confusing. Then we spent another half hour to look for the key locker. I was exhausted and the mess just ruined all my schedule. I will never come back for this store.

Rating:

4.0

the online cost is shown to us as around $60, but the real invoice received as $110 + $46, is this a Joke, Why you are not showing what we will pay when we accept the service?

Rating:

3.0

I dont think the extra day charge was this locations fault. His paperwork said my equipment was due the day after i actually returned it. It was uhauls fault entirely.

Rating:

3.0

When I return the truck the app was not working. With no one to talk to, I spend a lot time and still not working. This was the second drop off location. The first drop off location was not doing U haul stuff for 2 months but I was instructed to drop off there. End up waiting for customer service for a long time try to find a different location. I waste 3 hours try to drop off the truck.

Rating:

5.0

The truck was very old, but it did work perfectly.