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February 2024 by laurie davis
I successfully placed an order for a 24/7 location due to needing a longer timeframe than a 24 hr window. The day after I secured the location I get a call saying they don't have the truck I ordered and they were putting me with this location. Pick up time was 4pm, however, we stopped by at 3pm, filled out the paperwork and told them we would be back in an hr. The next say we brought the truck back at 5pm, which is what I had it scheduled for at the previous place. We also brought it back with a 1/4 of a tank MORE than what they gave us. We get there and they tell us that they are charging us for another whole day... I was blown away. No one ever said having it at this new place would change my needs... but she made sure to tell me that if I brought the truck back with less gas then what they gave us, we would be charge $4.95 a gallon... yet, we don't get reimbursed for the extra gas we left in the tank. My husband even said to the clerk, "so are you going to give me the money for extra gas in the truck?".. she stumbled a bit with her response and said "oh...noooo.. we dont do that".. and my husband responded with 'but you'll charge us for a whole entire day just because you have us down as being late"... there was ZERO communication in regards to times for the truck. The clerk didn't give us a timeframe.. nothing.. we were in the shop for less than 4 minutes from begining to end... enough time for her to give the key, confirm my credit card and tell us about the $5 a gallon if we return it with less.. I use the mobile services often... I never have any issues. But now i will NEVER use their services again. To be charged an addition $80+ for what i undestand to be an hr late in their eyes, is insane! That was DOUBLE my bill!!! For 1 hr!!! The weather was awful. With the snow. And rain.. no text..no calls... I will be sharing this experience online, as well with the BBB. Absolutely horrible. We own many properties locally and we have used their company for years to move clients and such. Never again! I wish I could give negative stars!
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October 2023 by William Gibbs
Cancled my reservation with no call, no text, and no email for being a mear 40 mins late. Insulted me and was rude when I asked why the reservation was canceled. Will not use again, and I recommend you find a different rental place.
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September 2023 by James Kuczma
Dude at the desk was rude for no reason & the van had roaches in it… go anywhere else. This place is disgusting. Gonna file a report because that’s just wild to me.
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September 2023 by Elizabeth Ann
We rented a 20’ uhaul from your location. It barely made it to North Carolina had no working air conditioning had almost non-existent brakes which caused huge delays throughout the mountains for the journey. We took video of water pouring in through a bad seal in the windshield and when we opened up our truck back home we had water damage from the box leaking in the middle section of the box. We (my family and I) have repeatedly contacted uhaul regarding a full refund as we paid for everything to work. No ac a knock in the engine a leaking windshield a leaking box. And we were given $300.00 towards our refund. We have contacted this location, the 1800 number we have left numerous calls for the president of marketing Doug Wynne and he has received my number from a great deal of people from traffic controllers to his personal secretary and the lack of communication from uhaul or accountability is deplorable.We will be filing appropriate complaints with the Better Business Bureau along with the Fair Trade Commission.We paid far too much for a working uhaul to be refunded $300. In fact my family is insulted At the lack of respect and communication along with numerous lies and false promises of returning our calls. Fraud is a crime and fraudulently representing something as safe when it’s barely functioning is illegal.We will continue making calls and bringing attention to this.
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August 2023 by Kimberly Porter
Worst place to rent. Tell you to call for extra time and when you do they tell you if you don't have it back and no extra time you have to pay for someone else's reservation. Why even tell us to call
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July 2023 by Catt VanDo
Both of the employees I worked with in the course of my rental were friendly, kind, and knowledgeable. The location was clean, the van was clean and in good working order. I've rented in different areas of the country and this location is one of the best.
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July 2023 by Dave White
Watch the time!!!! They installed my hitch in under 45 minutes, tried to slap me with 2.7 hours labor I refused to pay the extra labor and told them take the dam hitch back off. It is highly illegal to overcharge labor. They had no clue what to do. I said 2 options I pay you the real labor or you take the hitch back off and get nothing at all.Do not let them or any mechanic rip you off on labor hours.
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March 2023 by john waz
Uhaul as a whole is a garbage money hungry company. Any aspect of the customer experience is susceptible to excess charges. It's literally crazy. Make sure you cover yourself when dealing with uhaul, they will blame you for previous damage an they will charge you, the only way around that is to purchase their insurance at an extra charge. They know it was previous but circumvent a new customers lack of knowledge an experience to turn into a profit. It's not the workers fault, they gotta follow rules, I get that. As a whole though, uhaul does take advantage of people's predicament by greedily maximizing any potential profit against a customer. It's a sin.
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August 2022 by Joseph K.
I was traveling through Wilkes-Barre and ended up needing to have my trailer repaired and rented one from U-Haul. Upon returning to Wilkes-Barre my trailer was not yet ready and I needed to disconnect the trailer to have my vehicle serviced. They were very accommodating and helpful, especially Nichelle who came out in the rain to help me disconnect the trailer which somehow got stuck to the hitch. Even though it was an unpleasant situation in heavy rain she remained cheerful and professional. My interaction with her restores my faith that there are employees that take pride in their work and truly care for their customers!
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August 2022 by Anthony Delconte
Gave us a truck with horrible alignment and had the airbag light on. Charged us for gas even when we filled it back to where it was previous. Counter staff was very rude. Would not do business with this location again.
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July 2022 by Boris Nikolic
Deceiving advertisementsPoor serviceFurniture badly damaged by moving companyStaff rudeOvercharging customers
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May 2022 by Char Banashefski
Excellent customer service. Well managed.
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June 2021 by Linda Gullotto
I have never had an experience like this in my life YOU CAN NOT GET A PERSON ON THE PHONE SPent 30 min calling the 800 number because i couldnt get a verifcation code I am trying to call the local pick up place and I am on HOLD AGAIN NEVER again with this THIS IS INSANE So I have no idea if this is valid reservation If I would have known this I never would have went with this morons I am going to file a complaint How am i supposed to know HELP ANYONE
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August 2020 by Bea Mattioli
hey make sure you check your mileage on your vehicle before having them install hitch wiring. I dropped off my car at 8am with a little more the a quarter tank of gas. I was quoted 3 hour wait. 6 hours later they finally called and told me my car was done. when I got into my vehicle my gas gauge read empty - way under the line and i had around 70 extra miles on my trip meter. I've repeatedly tried to call but they just leave you on hold forever. I will never use another UHaul for anything.
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August 2020 by Christopher David
Just got off the phone with U-Haul Regional Wilkes Barre. I reserved a 26’ box truck for Saturday, 8/8/2020 and they cancelled my order moving it to 8/15/2020 when I would be out of town. I now have to drive 45 minutes away from where my house is to pick up a smaller truck because of their error. Unbelievably poor service zero stars but this is to be expected from any business in Pennsylvania.
