Eagle Auto Repair & Transmission LLC

To Whom It May Concern, I am writing to formally express deep dissatisfaction with the service my brother received at your U-Haul location. Despite the positive reviews listed online, our experience at this branch was extremely disappointing and fell far below any reasonable standard of customer service. My brother reserved a small truck for 7:00 AM, as indicated by your website. He also requested a dolly as part of the rental. Upon arrival, there was no one at the location. After calling the phone number posted on the window, he was informed that the office did not open until 9:00 AM. This is a clear discrepancy from the information provided online. Furthermore, the staff member arrived an hour late—wearing pajamas—which did not reflect any sense of professionalism or readiness to assist customers. When service finally began, the staff was unhelpful and dismissive, providing minimal information about the rental process. Despite having pre-requested a dolly, one was not provided, yet he was still charged for it. Additionally, although he requested a five-hour rental starting at 7:00 AM, he was told the truck had to be returned by 12:00 PM—giving him less time than he had paid for. In addition, when he was informed to return for the dolly because it was not in the truck as promised at 9 am, it was still closed! To make matters worse, when returning the vehicle, he followed the instructions provided but was unaware of an additional requirement to call and confirm gas levels and take a photo. This lack of communication and unclear instruction added unnecessary frustration. It’s important to note that we do not have an issue with U-Haul as a company, but with the management and staff at this specific location. The unprofessional behavior, lack of punctuality, misinformation, and overall poor customer service demonstrated a complete disregard for the customer experience. We strongly urge you to evaluate the operations at this location. Staff should be trained to communicate clearly, show up on time, present themselves professionally, and provide the level of service expected from a brand as reputable as U-Haul.

If I could give a negative 5 star review I would. I rented a tow dolly from this guy. His employee was sent out to tell us how to set up the dolly. She seemed new and unsure of it. They told us it is corporate policy they “aren’t ALLOWED to touch the dolly”. They BOTH neglected to tell us the ball hitch needed to be lowered. She forgot to tell my son a very important part of setting it up. That detail caused the tires to turn on the dolly as we towed it and the wheel straps to get loose causing the plastic under the front end to bow down on both sides. The hitch not being at the correct height put too much weight on the tow vehicle so when we encountered very minor dips in the road, or a slight incline getting into a gas station the metal ramps (that incorrectly had only 3 inches clearance because it was at too much of an angle from the incorrect hitch height) would drag on the road and the rear corner of the tow vehicle to drag as well. So we now have 2 damaged vehicles. I spoke to the owner who proceeded to claim the photos I send to Uhaul showed that we backed up and jackknifed the dolly. Nope! We never ever even tried to back it up. Not even once! But this is how the owner is putting blame on the customer. And it was working until I found out and told a top Uhaul manager what actually happened. She emailed me a very interesting list of things the customer is responsible for according to Uhaul. One thing on it says the customer should have an inspection done of the tow vehicle to make sure it can pull a car. When I called Eagle Auto that is the VERY FIRST THING I ASKED HIM! Gave him the make and model and year. He said ‘Yes! It will tow the Prius no problem!’ He made this statement a second time when I asked if he is sure. This business is not only NOT practicing safety HE WILL BLAME YOU FOR EVERYTHING AND MAKE UP LIES.