Customer Reviews for Lake Wright Citgo
(U-Haul Neighborhood Dealer)

Rating:

1.0

I did self check in and after locating the equipment was told to go in and pick up the key. The guy refused to give me the key. He stated he couldn’t find me in the system. I showed my process on the app as well as my emailed contract. He tried to snatch my phone out of my hand. Which really upset me, because why? He started asking for personal information vs giving me the key.. I called U-Haul 1800 and had Elvis on the phone and the gentleman was still refusing to give the key up. He actually requested I pay again. Elvis told him 3 times it’s takin care of give me the key. I’m curious how many people he got over on and takes extra money? It was embarrassing to be treated this with borderline assault. It took 30 minutes to get a key because I refused to give unneeded information and pay him after paying Uhual. It’s was a creep experience as a female. I will never come back to this location!!!

Rating:

1.0

Issues with pick up location. Computer was down and I was given a number to call and told I wouldn’t be able to get a truck. Rude and Unprofessional

Rating:

5.0

better customer service he was rude as hell

Rating:

5.0

Great Overall experience!!

Rating:

1.0

Plus I was charged for something I had no knowledge or approval for.

Rating:

1.0

Couldn’t communicate with attendant. Had to give all my details 3 times, even after booking online. Another man came over, I had to do it all again, come to find out they charged me the extra insurance even though I declined online.

Rating:

1.0

I had found a place to park the trailer. A man came over, I asked if that was a good spot? He said, t”Make sure it was back up as far as possible.” Then he turned and walked away.

Rating:

1.0

Had to back trailer in between parked cars. Attendant was ill prepared and unhelpful.

Rating:

3.0

needed more parking

Rating:

2.0

I had issues picking up the vehicle through the app so I had to go inside. Not a huge deal but then they wanted me to take a photo of the milage before I started driving. I couldn't find the milage anywhere so I went back in and asked the gentleman to come out to help me. He couldn't find the milage either and told me it was ok to go and to just take a picture when I returned. Upon returning the vehicle I still could not figure out where to find the vehicles milage so I went inside and asked another gentleman to help me. He couldn't find it either so my mother got charged for about double the miles I actually drove. I also had issues checking in with the app and paying. Pick up and drop off took me almost 2 hours of the 4 that I rented the vehicle for. I will never again pick up a Uhaul from a location that is not actually a Uhaul store! Terrible experience from start to finish!

Rating:

4.0

I appreciate the assistance.

Rating:

3.0

Fares should be more understandable from the very beginning

Rating:

1.0

They had me pay for dolly and moving blankets that wasn’t in the truck. They treated me bad and had no professionalism. I was over charged because they put the wrong gas level on my truck before I received the truck so I had to pay for gas. They talked to me rude and I had to show before and after pictures before they were willing to help. Their store is crowded and nasty. I would never recommend or use this location again. I am beyond disappointed with my experience.

Rating:

3.0

This location is not a Uhaul dealership but a gas station so you will have to deal with the additional gas station traffic and customers. The station employee was helpful and knew the return process.

Rating:

3.0

N/A

Rating:

1.0

You had me go to 3 different locations to pick up the trailer I reserved. Over 20 minutes to wait for the person in front of me to finish ordering their trailer. Then it takes me over 20 minutes to drop off the trailer because you sent me to a gas station with one employee. Having your customers pay for your service to send them to an empty sea food parking lot that doesn't have your trailer with no information but sheet of paper stapled to a telephone pole is wild. Send me to a uhaul store with a dedicated employee, not some third party without informing me. This system was so infuriating

Rating:

4.0

Very difficult location to get a 26’ box truck into and parked

Rating:

5.0

The original drop-off that was identified from where we rented it was 30 minutes from our final destination - called into Uhaul and was able to move from that to the Northampton Blvd. Folks were great!

Rating:

5.0

The clerk was very helpful and professional.

Rating:

3.0

Make sure the interiors of the cab and cargo areas are clean. The truck I got was sticky and smelly in the cab - someone had spilled a drink or something all over the floor with splatters in the cup holder area and elsewhere. There was also a lot of dirt and debris in the cargo area. I had to sweep it out before using it.

Rating:

2.0

They don't have great customer service and are not well trained in Uhaul rental. I have rented from this location 2 times and they NEVER have any equipment such as a utility dolly or furniture pads. They need to be more pleasant and have the materials requested it causes a great inconvenience.

Rating:

2.0

Show up at reservation time, be served somewhere close to the reservation time. It took 45+ minutes of waiting at this location to obtain my rental trailer. Additionally the light connection was damaged (it had been run over) and I had to repair it myself before the trailer would be road-legal.

Rating:

1.0

I picked up the truck and it had a low fuel warning and weed ash in the cup holder. The key itself was coming out of the rubber/plastic/whatever casing and it was hard to turn the key in the ignition. The truck stunk and the side view mirror was so rusted I could barely move it into a position to see/drive safely.

Rating:

3.0

Pick-Up location was sketchy & I didn’t fell completely comfortable. Denise in the Am pickup was wonderful but pm drop off was not pleasant. I feel I was over-charged. Would not return my business.

Rating:

5.0

Very friendly customer service and an easy rental experience

Rating:

4.0

the Uhaul was dirty and not well- maintained. check engine light was on, fuel cap light was on and truck drove poorly. obviously no one cleaned the Uhaul after the last drop off because I was forced to clean the entire inside of mud, limbs, trash and water so my furniture wouldn’t be covered in it. Do better, Uhaul.

Rating:

3.0

this review is not for the staff, but for Uhaul. I was called a day before my pick up to be told the truck was not available. The nice assistant offered my .79 a mile, since I had to go out of my way - but then her supervisor told her she could not do that. I had to drive 30 miles out of my way to pick up the small size I wanted. When I went to pick up the truck, the small size was also not available there - so I ended up in the large truck, driving through two tunnels which was scary. I was told I could not return the truck to my initial location which is less than a mile from my house - I had to drive it back, through 2 tunnels (paying two tolls as well) to return the truck, which cost me far more in milage. So it doubled my charge to get the large truck I didn't want, and far more miles - I will never use Uhaul again after this experience. The clerk at the Lake Wright store was very nice, and this is in no way directed at her. It is to the Uhaul overall service alone.

Rating:

1.0

Truck was dirty and has a check engine light on Lady flirted with me I’m married process took too long and they took more than they were supposed to out of my account

Rating:

2.0

The manager of the U-Haul was slow and told me that I the customer would have to hook the trailer to my truck, I reminded him that I was the customer not the workman. Only then was he agreeable to calling out someone to hook the trailer up and take pictures of the hook up. Therefore the service was unprofessional and slow.

Rating:

1.0

This station and Paul the local U haul representative are racist and rude.

Rating:

1.0

The truck was dirty and has a weird smell. There was an empty Mcdonald cup there. The odometer and the gas level was incorrectly recorded. I caught the gas when I picked up the truck and told the cashier (it was 1/2 full rather than 5/8). But I didn't see the odometer was also wrong and they overcharged me for 20 miles. I've disputed this charge already!

Rating:

5.0

Excellent customer service. Make sure u confirm your total cost at the time of returning the truck. Other than that..Great experience.

Rating:

3.0

While the employee was very helpful, when she finalized the charges to my credit card, I was automatically charged for 2 days (I only rented the truck for 2 HOURS and returned on time), it also upgraded my chosen insurance (doubling the cost) AFTER I returned the truck...this added about $60 extra to my card and the employee tried but isn't able to correct the issue, so after I was on hold for 30 minutes, she called the main location to speed up the process only to be told that they would contact me within a couple of days...I haven't heard from them, the overcharge is still pending...this is an issue that should be corrected immediately, not leaving the customer feeling robbed.

Rating:

5.0

Truck had check engine light and broken visor. Better maintenance would help

Rating:

2.0

They gave me the wrong paperwork—someone else’s contract.

Rating:

1.0

I'm going to need your company to be honest and stop being thieves. How can my $34 order turn into $87 all because you assume I would use your vehicle for 50miles at a .87 rate but when I drove only 26miles out of that 50miles that you assumed you haven't figured out that you need to return the difference. Stop lying and robbing your customers. Stop being thieves, I am expecting back my honest earned money and it is certainly not yours to take, you nay have done this to other customers but please return my money asap. Don't ask for a review while robbing me, the level of disrespect is real. Do the right thing.

Rating:

5.0

Very helpful and accommodating!

Rating:

3.0

used the app and dropped off

Rating:

1.0

Its a gas station. Ifnu are giing to do rentals from a gas station have a different spot set up not the same counter people come in to pay for gas and get mad because they have to wait forever for them to fini3dealing with the rental stuff. Also makesure empoyes now what they are even doing.

Rating:

1.0

Our reservation was for a different location. This location was very inconvenient, especially on a Friday afternoon. The representative was very unhelpful: mumbled, never made eye contact. We reserved blankets, which he did not have. We had to go to another location.

Rating:

5.0

Nit site's issue but truck was hour late for return. Local agent did a good job of tracking it down and getting it to us. Denise is fine representative for comapny

Rating:

2.0

The first van was filthy and the heat did not work. We were given keys to a second van. That one had heat but also a pretty severe exhaust leak. The lady that checked us in was very nice and accommodating. The man that saw us when we returned the van was an absolute jerk.

Rating:

3.0

I had to supply way to much information. 2 additional people’s phone number, driver’s license plus military is card. I thought I would have to produce my birth certificate

Rating:

4.0

I really appreciated the hard work from uhaul customer service when there was a problem with my reservation. It was resolved very quickly. The app however would not let me upload photos when I tried to check in, that needs to be fixed.

Rating:

1.0

Scheduled to pick up at 8 am didn't get truck till 9 due to lady saying she can't check truck out. However next morning watch the lady check someone else a truck out.. In my opinion won't recommend location to anyone else

Rating:

1.0

I was completely ripped off by uhaul and/or this specific pick up location. Agreed to $170 for a two day rental and ended up being charged over $300 and then told these charges were “accounted for.” I will NEVER use uhaul again and have already contacted the BBB about these fraudulent practices.

Rating:

1.0

I didn’t not receive equipment requested and person I picked it up from was rude

Rating:

1.0

2800 mile trip from VA Beach to San Diego. Radio wasn't working when the truck was picked up. Wheels were out of alignment. Truck burned excessive gas. Airbag light came on in Albuquerque, NM. Field Manager issued a measly $50 credit for the radio. Me, my 9 year old,, 78 year old mother along with my son's service dog spent seven days in that truck from VA to TN, from TN to OK, from OK to TX, from TX to NM, from NM to AZ and from AZ to CA with no working Radio. The field Manager was rude and told me we can debate the issue ma'am but $ 50 is what I can offer. I would have expected half off for the terrible inconvenience. Then Pete Parten told me me it would take several hours for roadside to even look at the truck so I didn't dare call for the airbag light which would have likely delayed our trip by at least a day. I am transferring for work and could not be delayed at due to work obligations. The overall experience with UHaul has been unpleasant and I could have spent my money elsewhere for the terrible service recieved.

Rating:

5.0

Crystal at Citgo was exceptionally professional and helpful. There was only one truck on the lot, and even though it was rented for later in the evening, she offered to rent to fit our needs. Very helpful and made our move a success.

Rating:

2.0

Servicing agent was extremely rude and didn’t have the equipment we requested ready. When I explained the issue I was told I was in the wrong. Truly terrible service. Ultimately I got my stuff moved but not after that disrespectful encounter.

Rating:

2.0

I went in to rent a truck and the lady asked if I had a reservation. I told her I did not and she said they were all booked up. I went outside to my truck and made the reservation online and booked a truck. I then went back inside and told the lady I had a reservation for a truck. Well, she looked at me like I was crazy, told her friend that she was on the phone with that she would have to call her back because she had some work to do. She wasn’t happy! She had to go find someone who knew how to use the computer and do a rental.

Rating:

5.0

No hiccups when the truck was returned. GREAT!

Rating:

1.0

The truck was absolutely filthy! Also! Also, the price I was quoted. Was not the price I was charged. I was charged $100 more than what I was quoted. When I made the reservation the young lady was rude and I feel she just told me anything to get me off the line. Money is not easy to come by now days and we didn’t have an extra $100 to give away. I will never use uhaul again!

Rating:

5.0

Online check out process was thorough but easily followed. Very impressive.

Rating:

5.0

The AC did not work in this truck and the move was miserable since it was 92 degrees outside. The truck only blew hot air. Everything else was great but this made me pretty upset.

Rating:

5.0

Amazing customer service even though I messed up the time! Thank you for working with me.

Rating:

1.0

don’t over charged your customers

Rating:

1.0

This is the 2nd time consecutively where the air conditioner blew out hot air. It was miserable. This occured June 12th and June 25th. As a loyal customer. I'd appreciate a refund.

Rating:

3.0

My movers were hired through Uhaul. They never showed up to the job. I contacted them twice to confirm date/ time/ pickup location prior to 27 May, moving day. At 3:30 I called them to confirm that they were on there way as that was the set pickup time. At 4:40 I called them again because they still hadn’t shown up. At which time Elvis tells me the opposite of what he told me at 3:30- he and his team were in fact not on their way. He was “89 miles away” in Richmond and his team was working their 1:00 job still in ocean front. I asked him if he could complete the job by the 7:30 truck turn in. He suggested I cancel. At which point I asked if I would be refunded for their work they are unable to complete. He said he’s a third party so he keeps the money if he shoes up or not. At 7:00 he had still not shown up, I called him and he said he was still on the over side of the HHR Tunnel, so I returned the Uhaul truck by the 7:30pm timeline, the front desk told me was the latest the truck can be returned. The lack of professionalism, failure to plan, failure to communicate and outright lying on behalf of Elvis, the manager of M&M, should be reviewed by UHaul. This company should not be listed as a UHaul endorsed moving service. JB-a343929d Load/Unload by M&M Moving Services, LLC.; Payment Code: 258116

Rating:

2.0

There were no blankets that I reserved & paid for available so they gave me 3 old dirty ones. I had to do all the work, and bring everything back inside myself. Pretty rough location overall.

Rating:

1.0

I was double charged without reason. I was charged for equipment that was not provided

Rating:

2.0

My rental was for 8am. I arrived at 8:05 and was told by a different person that the guy in charge of the u-hauls was not going to be there until 8:30. And they didn’t have the truck I rented so the paperwork took a long time to get me a different truck. I didn’t get my truck until 9am and caused me to have a serious time crunch. There was no apology for the inconvenience.

Rating:

2.0

I had 12 Blankets included in my reservation. The blankets have always been clean and neatly folded, however at this location they were basically in a pile in the back of the store and I had to go back and dig out and count out my own 12 blankets...it was a HOT MESS! Truck was older and the AC went out for a few hours mid trip from VA to AL...very frustrating. Ashtray in the truck was full of cigarette butts and the inside of the truck was basically uncleaned.