Customer Reviews for Hoover Encore Citgo
(U-Haul Neighborhood Dealer)

547 reviews

3651 Lorna Rd   Hoover, AL 35216

(205) 324-1665

Location Hours

  • Mon-Fri: 9 am - 5 pm
  • Sat-Sun: Closed

Services at this Location:

Contact Us

(205) 324-1665

3651 Lorna Rd
Hoover, AL 35216

Services at this Location:

Location Hours

  • Mon-Fri: 9 am - 5 pm
  • Sat-Sun: Closed
  • 24 hour customer return

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.

Overall Rating:

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Rating:
1.0

We got a 24ft truck instead of the 10ft we ordered. They never let us know they were out of the 10ft. They kept saying it was an upgrade but it was twice the gas and we were not able to get it into the moving space. I spent hours on hood or being transferred for two days and lost a lot of packing time so our move was delayed.

John T. 
Rating:
3.0

It is a drop off on the side of a gas station. They parked in the through area so it was a bit tough to back a trailer in while blocking the road. Otherwise using the app was great. I went inside and told them I dropped off and they seemed surprised it let them know.

Kurt V. 
Rating:
5.0

Customer did not leave a comment.

Amber S. 
Rating:
5.0

Air conditioning to original vehicle did not work so we got a free upgrade. Very efficient and cordial to replace our original reservation

John P. 
Rating:
1.0

I wasted a whole trying to get the truck. Checking in was awful and very difficult. Never again!

Takohya G. 
Rating:
5.0

Only issue was with online rental and contacting Uhaul for changes. Location and every employee and phone representative were professional, pleasant, helpful and on task. Online rental was confusing and tedious. Phone contact was a long wait. Otherwise an excellent experience. Will certainly use again

Cherry N. 
Rating:
5.0

Very good

mitul P. 
Rating:
5.0

Excellent service

CECILY N. 
Rating:
3.0

First my reservation was transferred to another location with no notification after she was able to pull it back to where it was supposed to be originally my dolly wasn't there I had to drive 30min away to get one from another location

Sonya J. 
Rating:
3.0

Customer did not leave a comment.

Cathy L. 
Rating:
4.0

Customer did not leave a comment.

Luay S. 
Rating:
5.0

Customer did not leave a comment.

CECILY N. 
Rating:
3.0

The vehicle wasn't completely cleaned out, but no big deal. Overall the 15' truck was excellent and I didn't have any issues. I pulled a car from Birmingham, AL to Ocean Township, NJ. Everything worked great. It would be great for u-haul to equip the tow trailers with electric winch.

Troy F. 
Rating:
5.0

Customer did not leave a comment.

Wendy S. 
Rating:
2.0

Truck was very dirt, moving pads were pitiful (dirty). May not be the location's fault but the equipment needed some attention. When you applied brakes, it darted left to right. Very unsafe for the average driver. Luckily, I have driven commercially and it startled me, but I was able to control and make it safely back home.

John B. 
Rating:
5.0

Very good experience

ROBERT W. 
Rating:
3.0

Customer did not leave a comment.

Tammy S. 
Rating:
3.0

The pick up experience was good. I was disappointed in the fact I called the local number of a rental location on 31 and asked them to Confirm my pick up location as I had a tight window. I am sure it was a reservation center and not the location as I think back. He assured me they had the exact equipment at this location. When I showed up they said they did not have it and sent me to a different location.

Michell H. 
Rating:
5.0

Customer did not leave a comment.

ARTHUR W. 
Rating:
5.0

Customer did not leave a comment.

CECILY N. 
Rating:
5.0

Customer did not leave a comment.

Lakayla L. 
Rating:
2.0

Too small and not very clean or inviting. I had a horrible experience with UHAUL this time.

raven D. 
Rating:
3.0

Could not gas up there because the patrons at the pumps lingered without buying gas.

RUTH V. 
Rating:
5.0

Customer did not leave a comment.

Dawn B. 
Rating:
4.0

None

Earl T. 
Rating:
2.0

Attendant was not friendly at all.. was almost down right rude when picking up the truck... I then brought the truck back early as I usually do.... however was not made aware there was no drop box so after moving for 3 days... I had to take the key back the next morning... Same Attendant.. I asked if I could have possibly missed the drop box or if there just wasn't one... she simply answered.. "NO"... not even an .. "I'm sorry for the inconvenience".... Thank or kiss my ass...... At the VERY least she could have said at pickedup....."if you happen to return early, there is no dropbox"....... At 1:30 in the morning was not willing to leave the passenger door unlocked... and drop key in the floor which is what the 800 number associated said that's what people do sometimes... I asked if I would be held responsible for the truck if I did that... she replied.. "I cannot confirm nor deny that"... so I didn't... even after having proof I had returned the damn truck... I was so exhausted at that time and completely overwhelmed and frustrated over the whole experience with u-haul, I'm not sure I will use you again at this time... I've used u-haul for several years and had very good experience each time... This one just pushed ALL my buttons... As you can probably tell, the wrong buttons. However the people at the 800 number that I had to call a few times were very friendly, helpful and pretty informed with the issues I had. I am VERY unhappy and disappointed with the experience this time... Thank you for your time Brenda Chappell

BRENDA C. 
Rating:
3.0

No issues. Convenient location.

ELBERT M. 
Rating:
3.0

I opted for contactless pickup before open time, but upon arrival I had to wait until open time.

BOOKER T. 
Rating:
1.0

Customer did not leave a comment.

ANTOINE G. 
Rating:
5.0

2 👍

RONNIE M. 
Rating:
5.0

Customer did not leave a comment.

CECILY N. 
Rating:
3.0

Customer did not leave a comment.

lianne H. 
Rating:
5.0

Great. Use them all the time 👏👏

SHARON C. 
Rating:
5.0

Customer did not leave a comment.

Sheila C. 
Rating:
5.0

Excellent service

CECILY N. 
Rating:
4.0

The online checking process was a bit odd. The check out was much more linear and logical.

Keith S. 
Rating:
3.0

Hard to find. Need a bigger sign at location. Truck only had 1/2 tank

WILLIAM M. 
Rating:
3.0

Customer did not leave a comment.

Keisha M. 
Rating:
5.0

Please tell the intake person to make sure when you bring in truck. To ask you did you filled truck back up that would be very helpful because I forgot to fill truck back up..

ERMA A. 
Rating:
1.0

the vendor used the truck I had reserved to haul a pallet of bottled water to their store. I had to wait on it to be unloaded AFTER waiting 20 minutes for the truck to get there. I didn't apreciate them using it to run arronds for their store. Truck was not clean. The switch for headlights was broken. Thank God i didn't drive in the dark. Terrible customer service. Very bad experience.

KASRA H. 
Rating:
3.0

Customer did not leave a comment.

RICHARD H. 
Rating:
1.0

Will never use Uhaul again

MICHAEL B. 
Rating:
1.0

Horrible location and service. I downloaded the mobile app and uploaded my drivers license so I could be in and out. I got there a a they couldn't find my reservation even though I told them my number…… all had to be entered again… 25 minutes later I finally had the keys

Laura G. 
Rating:
3.0

Parking the vehicle was difficult

JAMES V. 
Rating:
5.0

I will never rent from U Haul again. The day I go pick up the truck. I received a email with my contract number and where to pick my the truck. I had reserved in Mcalla Alabama had been changed to Hoover Alabama. This is a one hour drive one way to now pick up the truck. So I called customer service and wait for over an hour on hold. I finally get to talk to someone. The guy was great trying to find a closer truck. Hoover was as close as he could find. So after talking with him I find out that the 200 miles that I reserved had now been changed to 160. He told me to email him in the morning when I picked up the truck and he would give me extra miles. Which I did and he took care of that. So I get to Hoover to pick up the truck and my contract can not be found. So the lady at the store in Hoover had to do a new contract for the truck. Keep in mind I still have to go to Tuscaloosa Alabama pack up my daughter's house that is graduating from college and drive to my home in Salem Alabama that is two and a half hours away (175 miles). So like I said I will never use U Haul again!!

LARRY W. 
Rating:
5.0

Pleasant experience.

CECILY N. 
Rating:
5.0

Customer did not leave a comment.

JOHN M. 
Rating:
4.0

Customer did not leave a comment.

JOHN M. 
Rating:
3.0

Customer did not leave a comment.

Michael M. 
Rating:
5.0

The staff was very nice and courteous. The location was good. Had to travel from Bessemer to get there. I would recommend getting more locations in Bessemer with 10ft trucks. Overall it was a good experience.

Lanette B. 
Rating:
5.0

Customer did not leave a comment.

Grant P. 
Rating:
5.0

Customer did not leave a comment.

CECILY N. 
Rating:
5.0

Not much. I dealt with Lee. He was fantastic rep. Smiles. Pleasant disposition. Easy to talk with. Thank you

Tom P. 
Rating:
1.0

Uhaul should provide the the equipment the customer reserves. Sent us to different location and provided an eleven foot longer truck than what we reserved. I will be disputing this charge as you did not provide what we paid for.

Faye K. 
Rating:
4.0

Customer did not leave a comment.

ANTHONY J. 
Rating:
5.0

Customer did not leave a comment.

Jalia W. 
Rating:
1.0

Horrible. Truck was disgustingly filthy. Brakes were horrible. Customer service at this location was awful. They were so rude. They would stop working on my rental, to ring up customers so every time someone walked up, they would tell me to move aside and ring them up. It took me almost 30 minutes to get it and I did online check in!!!

Kimberly C. 
Rating:
3.0

Customer did not leave a comment.

Veronica C. 
Rating:
5.0

Customer did not leave a comment.

NORRIS B. 
Rating:
2.0

Cleaning the inside of the truck before allowing someone to rent it would have been nice, especially during a pandemic. The man inside this location literally just gave me the keys - didn't ask hardly any questions or even ask to see my drivers license or identification. Nobody took me out themselves to see the state of the truck. I had to document tons of preexisting damage to ensure it doesn't fall on me! Additionally I will never rent from a location that isn't solely a UHAUL distribution center. Going to a gas station was a huge inconvenience because the service they provide Uhaul renters is less important to them than their convenience store or gas station sales.

Molly A. 
Rating:
5.0

Customer did not leave a comment.

CECILY N. 
Rating:
5.0

The people in Hoover were great, but the place needs to be move to a better location because the pickup area was too small.

Arthur P. 
Rating:
5.0

Very helpful employees.

CECILY N. 
Rating:
2.0

It was a small dirt lot behind a gas station. We had a difficult time completing the return and there is no way to get help. The online process can be difficult

Timothy D. 
Rating:
5.0

I was charged for 4 days only used 2. Charged for over seven hundred miles only used 6. Quit simply, you are theives. Wont ever use you again.

Kevin L. 
Rating:
3.0

Location was okay for a some people, but maybe not for others. This is a sideline for the owners of the gas station/convenience store. The staff was very helpful and polite. The store customers add another element that is unpredictable. I wouldn't have wanted my wife to picked up a unit from this location by herself.

Lann M. 
Rating:
5.0

Customer did not leave a comment.

KAREN L. 
Rating:
5.0

Nothings

EMILIA V. 
Rating:
3.0

Although this location was fine in general, I would not recommend for a lady, particularly at night. The trucks are on the side and rear of the building and it doesn't feel extremely safe late at night. In terms of the overall experience, I thought it was very good. This was the first time using the app and I found it to be pretty easy and convenient. I would definitely recommend.

Alton S. 
Rating:
3.0

All employees at this loft should be trained on the proper check in process for rentals. The clerk had to call the manager for guidance.

DANIELLE C. 
Rating:
5.0

Did a great job.

EDWARD S. 
Rating:
2.0

Customer did not leave a comment.

FELICIA R. 
Rating:
5.0

Everything went very well.

Pamela W. 
Rating:
3.0

I have sent an email due to being overcharged. The statement states $68.15 but my bank account was debited $78.35. This is fraud!

Sadena R. 
Rating:
5.0

/

Terri D. 
Rating:
1.0

Don't go to this location, they are too busy to deal with uhaul rentals. If any issues come up, they will be dishonest.

MARC H. 
Rating:
1.0

Very rude and argumentative woman! The worst I have EVER dealt with and I have rented many hauls but I will NEVER return to this location!!!!!!!!!

Vicki R. 
Rating:
5.0

Customer did not leave a comment.

Zanteria T. 
Rating:
4.0

Super easy and quick drop off!

Brandon Y. 
Rating:
1.0

This nasty gas station is the worst. I specifically chose the pick up spot at another place to avoid going here but the day of it got moved. It poorly reflects the uHaul company.

Jonathan O. 
Rating:
2.0

Customer did not leave a comment.

DeSavieu J. 
Rating:
5.0

Very friendly and efficient staff

Elizabeth W. 
Rating:
2.0

The people were rude and rushed me and didn't want to answer any questions I had.

Kimberly P. 
Rating:
5.0

Customer did not leave a comment.

YONGJIE M. 
Rating:
5.0

Customer did not leave a comment.

LIONEL P. 
Rating:
5.0

The cashier was very nice

Kesa S. 
Rating:
4.0

Customer did not leave a comment.

Phil P. 
Rating:
2.0

Can was dirty and food was found under the drivers seat

Scott S. 
Rating:
5.0

Customer did not leave a comment.

Barkley M. 
Rating:
4.0

Customer did not leave a comment.

Elizabeth M. 
Rating:
5.0

Customer did not leave a comment.

Michael P. 
Rating:
3.0

Getting and dropping off key was confusing. The Dropbox had no slot to leave the key, so we still had to go interact with people which we were trying to avoid due to COVID19. The vehicle was clean, but the broken sunvisor made it difficult to drive and potentially dangerous as it could fall and obstruct the driver's vision. We were able to prop it up enough to still see, but it could've been dangerous.

Joi T. 
Rating:
3.0

No real check in. Handed in key and was told I'd get an email. W b enough if I finally got the email I saw a millage charge for 5 miles I drove directly the millage estimate was wrong. I have know way to defend you. My calculation upon turn in was within the millage limit.

David P. 
Rating:
5.0

Customer did not leave a comment.

AMY R. 
Rating:
2.0

Stop allowing gas stations to be rental locations. The check engine light came on and we ended up being forced to waste half a day of our move at a service center.

ELIJAH S. 
Rating:
1.0

They did not recognize my rental. Had to make several calls and wait a long time to pick up

Greg P. 
Rating:
2.0

they charge me a gas fee even though I I put gas back in the truck...when I tried to talk to them about it and show them pictures of where the gas hand was when I gave it back and parked it in their parking lot. they still want give me my money back

Nicole S. 
Rating:
3.0

Customer did not leave a comment.

Gregory N. 
Rating:
5.0

Customer did not leave a comment.

Russell G. 
Rating:
3.0

Process to rent is not straightforward . It takes to much time.

Lisa K. 
No reviews have been submitted for this location.

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