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Michael W
Customer Reviews for U Move or U Move It
(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.
It was expensive
Eric JNothing it was all great
shawnie wWhen I arrived to pick up the vehicle, Jason was standing by outside of the business. He asked if I was here to pick up a vehicle and I said yes. He then asked if I had parked a vehicle on the street and I indicated I had (while I pointed across the street to where I left my automobile). He then told me that I would have to move it as that was space reserved for customers of adjacent businesses. I was surprised as there was no sign indicating that the parking off-street was reserved for anyone (being a public thoroughfare). He then stated that I will have to park down the block which was about a 5-minute walk (no sidewalk on a snow cover street) during cold winter conditions. I was then asked approximately how many miles I would put on the vehicle and I stated about 35 or 40 miles. He then stated, he would “put in” (to the contract/agreement he as filling out electronically) 40 miles. I left with the vehicle and completed my moving project. When I decided to return the vehicle I called the phone number that I had received from Jason (for e-transactions) to inquire about where to park the vehicle on return (there was no on street space available and no parking lot that was associated with this business). There was no answer on this phone line and so I attempted to find another phone number through a Google search. This yielded no results either as no one answered either phone call. I then decided to return the vehicle and try to find an open place somewhere to park. After I secured the vehicle I decided to return at a later time to turn in the vehicle key rather than putting it in a Dropbox and incurring a $20 fee for improper return. During that interim period I decided to run some errands to make use of the time away from home. Shortly thereafter I received a phone call from Jason at which time he informed me that he would be back to the business in 30 minutes. I continued with my errands and when I had just pulled into service center, checked in with the attendant, and then started an oil change on my personal vehicle when I was texted by Jason. He informed me that I would need to get there as soon as possible to move the vehicle (the rented vehicle I had returned) because he had another customer coming in. I then called him and told him I would be there as soon as possible but he reiterated that I would need to get there to move the vehicle as soon as possible. Shortly thereafter I completed the oil change and drove to this U-Haul business (which was Star Towing) in order to turn in the key and complete the transaction. When I arrived Jason was already moving the vehicle in question with another key. When I asked what the final charges were (for the mileage that I was being charged for), he stated that he’d already sent (electronically) the invoice and that he didn’t know the final tab. He took no time to ask me questions nor inspect the vehicle with me. I was very disappointed in how unprofessional Jason treated me. Here is a summary of my complaints: Doing business outside in the cold: no invitation to conduct business inside (he had on a thermal suit) (1) Asking me, as his customer, to park in another location when I had the legal right to park on a public street. Jason expected me, as his customer, to park a distance away from the building whereas he reserved Prime parking space for his neighbor's business. (2) Jason failed to charge me fairly. He charged me for 40 miles when in reality I had only used the vehicle 37 miles. Because he had moved the vehicle by the time I arrived, I had no recourse but to assume he had recorded the usage fairly. I was mistaken. (3) Jason is a bully and not a businessman. He was authoritative instead of being helpful. He "asked" me to return to the business site to move the vehicle, when in reality, he already had an extra key for this purpose. (4) He pretended to be courteous but his passive-agressive demeanor was a total turn off. He acted as if he was doing me a huge favor by providing a service when he failed to understand that it was because of my business, and the business of countess other customers, that he had an income. I'm afraid this business, Star Towing, is not a good representation of the U-Haul business in general. It is a real disappointment.
Mark LVery bad experience. No lighting or signs to see where to drop off, and it was pitch black. There was a guy standing there watching me who did nothing to help, turns out he was staff but he just stood there smoking while I unhitched the trailer. Among some other rude comments, he then lectured me for *not* answering my phone while I was driving.
Phillip GQuick and easy drop off. The staff came out as soon as they saw me drive in to make sure I was helped immediately.
Doug OThe employee was very kind and clear.
Chris AEverything went very well.
Larry GThe guy that helped me was super accommodating, despite me changing up the plans more than once. I was really lucky to have someone that helped me out in a pinch!
KIMBAL GJason was very helpful, accommodating and patient with my mistakes. I appreciated him very much!
Mark JIt went very smoothly and efficiently. Pleased.
Rachelle RThere was no one available to help even when I returned the truck. I had trouble to retrieve the key and place it back. App is super confusing and it took me at least 40 min to be able to get the truck, and 40 minutes more to return it. Gas charge was absurd.
Amanda NMy experience at Star Towing U-Haul was amazing! They were able to accommodate my many different needs with extending my drop off time. I rented the trailer within a half hour of me leaving to pick it up. 5 stars all the way!
Taylor DI came late because their other towing business was open 24/7, but the Uhaul was closed. They were around and helped me anyway. Very awesome.
Nathan DI'm a returning customer because the person manning this location made it such an easy and stress free experience that when I needed to rent another U-Haul I knew exactly where I wanted to go for it - thank you!
Sandra PThey were wonderful. I had to extend my rental and they didn’t even charge me extra. So easy to work with. Definitely recommend.
Staci DThis was the first time I had rented a U-Haul truck. The process was very easy and I really liked the advanced check in option and the mileage estimator. The person who helped me was very kind and knowledgeable. It was clear he really cared about his customers and giving them a good experience and so not only did he give lots of helpful information and advice, but he also helped me work out whether my mileage estimate was in fact accurate (it turned out I'd muddled minutes and miles - 'mi') and helped talk me through how to get the truck into gear when I had issues. I would both use U-Haul and this location again. A really great and stress-free experience - thank you!
Sandra PThe agent I worked with was absolutely amazing! Despite some real challenges with this move, he worked with me to resolve them and went way beyond what I would have expected. If I could give 6 stars, I would.
Kenneth JAll went smoothly.
Brett LThis was not the drop off location I chose in my order, and once again it was changed without informing me. This location was about 20 miles away from my desired and scheduled drop off location, and I was charged overage miles to return the truck there. I did not realize the location had been changed without my knowledge until I went to return the truck, which made me have to pay more for gas, mileage, and made me late for my return. When I inquired why my drop off location had been changed, and at such a distance, I was bluntly informed they needed the truck at the different location for another reservation. That is not my job to provide a truck and move a vehicle for someone else's truck rental. I am livid I had to foot the bill for something that UHaul should be responsible for. Very unhappy with this whole experience and will not use uhaul again. It was all extremely unprofessional.
Meghan DFirst, just don't put the truck key in the wrong lock box. Next, and more importantly, please treat your customer better. Own up to your own mistakes without getting defensive or petty. This was extremely unprofessional behavior. You made the already draining experience of moving even more draining and frustrating.
Trevor RJason was really easy to work with and facilitated the whole process so that we were able to get the move done quickly and in a way that was the most economical.
Thomas GThe owner is incredibly nice and communicated well! Great customer service, and quality equipment.
Amelia HNothing comes to mind. All went well and very smooth.
W DPicked up the wrong truck and got called by the owner. The specific location to pick up the truck was incorrect. The process to pick up also took several minutes longer due to a drivers license issue.
Madey DLock key is really hard to open!!!
MARGARITO AI forgot to tell the guy when I dropped it off but the lights on the outside/back do not turn on. I found out because I drove at night and family was driving behind me. Brake lights do work, but the other ones don't.
Alma GUsing 24/7 truckshare was a pain, it wouldn't detect my location even though I followed the directions very clearly.
Derek SThe drop-off location was convenient to my home.
Robert DI dropped my trailer off in Orem Utah. Star Towing This guy seemed disgusted and put out that he had to leave repairing his lawn mower to talk to me. He just just grumbled rudely saying " No one notified my your were dropping it off". He did nothing to help me. I finally ask if I could just unhook it and leave it there? He shrugged and said yeah that would be ok. Honestly in all my work in the last 45 years of customer service this guy really stinks! This is only my opinion... He poor customer service skills. If I had to rate him on a scale of 1-10 it would be a "0". Note : The trailer served the purpose I rented it for.
Stan RJason was very helpful.
Ronald NThis place was fine. Hard to know where to park and the owner was a bit gruff but we got it dropped off which is what it’s for.
Scott BJason is the owner and we had a great experience!! I was running late for my scheduled time frame and Jason called and texted to remind me of my time frame pick-up. He even stayed back and made the process with my U-Haul app, checking in, licensing issue and everything extremely smooth! Wish there was more people like Jason, especially with it being so stressful when moving. Thanks for going above and beyond in making my U-Haul experience a plus!
Adrianne GI was charged a $20 late fee. I was not late in returning the tow dolly. Not cool,
Carson CI rented the same Uhaul 6 months prior for $300 less. I understand that the price fluctuates but still. Also, I wish Uhaul included some type of insurance. I’m already paying $800 for a one way and wish I didn’t have to tag on another $140 for insurances.
Garrett HJust keep doing what you are doing. Love it.
Keith SThe owner was very easy to work with . Moving is messy and stressful
Sophie LGood Experience
Jason SWhat A Great Place!
Jason SI don’t remember his name, but the main guy (has a beard and looks a bit like James Hetfield of Metallica) working there is amazing! He got the unit ready quickly for us, especially on short notice, and was great to work with.
Trevor RHe did a great job and was very friendly and helpful.
Danny MThe weather was bad and so they were 30 min late, they did call which was nice and would be understandable if that was is however, I showed up and had to wait for a hour and a half until they could check me out. This delayed our move so much we ended up missing our new apartments office hours and so couldn't get the keys. We had to find another place to sleep. It was very frustrating and when I asked about the $50 discount for not being on time, he just said there was nothing he could do.
Jeremy JSuper easy contactless checkout
Garrett SNone
Kevin DThe truck was clean and in great condition, but that’s where the good service stopped. I called the location several times to book but no answer. I ended up having to book here online because another location, that actually answered, didn’t have any available. When I had the truck, I called with a question, again several times over the span of 3 hrs to no avail. The one time they did answer was because I called their Star towing #. I only called that number because I thought maybe the uhaul line was disconnected. They told me they’d call back in a few minutes. After 2 hours of no return call I tried calling again and even swung by to ask. No one was even there! The communication at this location is terrible. I ended up returning the truck, online again, and never had my problem solved.
Benjamin SAwesome. He was so amazing and helped me and worked with me when I needed to change my reservation. I will go through him from now on.
KARI SNothing
chris cWe were treated very well and appreciate that UHaul happily accommodated our last minute plans due to a death in the family. Thank you so much!
Carol SQUICK, EASY, AND FRIENDLY I HAD A GREAT EXPERIENCE... THANKS
LISA RI would definitely recommend renting from here. They did a great job getting the equipment done easy to go and made it easy when it was time to drop it back off.
Josh SWhere do I start. My truck was just above 3/4 full, I submitted pictures. It was returned the EXACT same. The guy at star towing in Vineyard said he didn’t have time to check me in. It was super weird, as he was just sitting in there. He then charged me $30 for gas to fill up the tank?? The overall experience was pretty bad, start to finish
Marc VJust dropped it off because they weren’t open
Doug M