Actually train your customer service representatives.Joseph W.
Customer Reviews for 1st Ave 117th St Shell Auto Service
(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.
The customer service was not great. The worker was so oblivious to what I was saying regarding my reservation. I wasn't told the contract was emailed and payment. The van was dirty with a basket in the back. No one checked the vehicle.Kenneth J.
Customer did not leave a comment.Nadira H.
Pickup went very smoothly. The Bill however is not as contracted.Shyam G.
Customer did not leave a comment.Ripton R.
Customer did not leave a comment.Imran F.
The person who is renting is very rude. He said he is going to report the police if I am going to extend the van. However there was no problem when I extended the van through uhaul customer service. The person who is receiving the key did not check anything and I asked him dont you need to check the van and he said no im eating just go.Ion Seok K.
Have the truck facing the street for an easy drive offeric J.
Please make sure the trucks are properly parked and access isn't blocked. We had to move several trucks to access the one we had booked and this took about an hour for us to figure out. We were able to do so only with the help of the uHaul agent on line who kindly instructed us where to get the keys from and how to proceed.Akash R.
I spent over 2 hours at the location trying to get my rental. No-one seemed to know their job and people are rude. While I was waiting others came in trying to get their rental and those were too were a mess or nonexistent. People were loitering inside and outside of store begging for money because they spent too much on scratch off tickets. I have used U-Haul before and have had a great experience. This location should have there affiliation with U-Haul revoked. Under all circumstances stay away from hereJeff M.
Customer did not leave a comment.Daniel M.
Don't charge for overtime when the customer returns the car on time. And don't charge for insurance when the customer has not order insurance.Hector T.
I reserved the uhaul at one location for 8 am and they weren't open so I had to go to another location. Once I was in the uhaul, the windshield wipers weren't working so they had to bring it into the service bay to fix it. Terrible experience.Russell F.
Customer did not leave a comment.Arif K.
Arrived at facility: 1)computers were down,waited 30min 2) truck was extremely dirty in back. No other trucks available. Waited for it to be clean 3) fuel tank on â€œEâ€ employee says â€œno problem just bring it back on Eâ€ 4) drove 17.6 miles, put $20 of gas . On receipt, was stil charged for additional fuel. I have photos for all please contact me and reimburse me.micael dion R.
Customer did not leave a comment.Thomas L.
Not quite as good as UHaul super-centers I've been to but still very good and amazingly convenient for Manhattan residents. Excellent rental experience overall. Thanks.John H.
Customer did not leave a comment.Julian C.
Customer did not leave a comment.Demetri G.
Customer did not leave a comment.Ivelisse R.
Customer did not leave a comment.VICTOR P.
I couldn't inspect the vehicle because it was so tightly parked. Getting the equipment was difficult also because i had to leave the truck to go inside and get it. Customer service wasn't great inside, not overly friendly, he gave me the wrong Dolly. I am also extremely upset that i was charged over $100 more than the quoted amount, when the truck was returned within 24 hours with the exact same amount of gasChristine E.
Truck was very dirty where passengers sit. No one really wanted to help. I wasn't given the equipment I asked for but was charged. The truck had problem safety features for the equipment I never received that should have held them in place but would not be able - if I received the equipment. I haven't seen a reduction to my bill yet but was promised a reduction for materials I paid for but didn't receive.Alicia R.
I reserved the u-haul for self-pickup at 6 am. When I arrived the guys at the Shell gas station told me that the man with the keys to the truck would not be in until 8:30. I was not able to use the u-haul adversely affecting my move.Trevor L.
Customer did not leave a comment.Felix S.
The location is very reachable and easily accessible. However, I was in the truck folding things when one of the workers tried to move the truck.John O.
Customer did not leave a comment.Teah W.
Customer did not leave a comment.Liliya L.
All is good at this locationpatrick M.
Customer did not leave a comment.John O.
Customer did not leave a comment.Elizabeth S.
Customer did not leave a comment.Heather H.
This location is horrible with bad costumer service!!!!!. I called in the morning of my pick up to see if the person to give me the keys of the truck would be there I was told yes. I go and even though I originally had a self pick up I still asked!. I get to the location and the shell cashier which was a man told me no the person that handles that for uhaul isn't there and I couldn't get my truck. I was upset because I had already done the reservation and paid for it he sends me to a u-rent down the block I go and it's closed I go back to the shell call a uhaul representative they walked me on how to do the self check in and once I do that it tells me that the keys are with the cashier!!!!! Which was the man in the shell gas station I go back in tell him to give me the keys he said no it's not there that I can't get the truck I start yelling because I needed to move and had everything packed and everyone waiting for me . He calls his boss on the phone and the boss then tells him the keys are there to give it to me!!. I wasted a whole hour!!! Trying to get the truck and the whole time it was there I told them that they have to work on their costumer service. If they are providing a service they should be a whole lot helpful and listen to the costumer. It's a horrible place I wouldn't pick anything up there and I was told that I was not the first person to complain about this site! Don't waste your time and energy!! And when I went inside of there truck there was a cup in there the dash board messed up and smelled like cigarettes. I should have gotten a discount after dealing with that man!michael F.
This is not a reflection on the drop off location staff or building. Rather a comment on Uhaul's practices. I had reserved the truck with return location at 23rd street. I confirmed this the 2nd day on a phone call with Uhaul. Then, I was later instructed to take the track back to 117th Street. When I called to request 23rd instead because we were in lower Manhattan, I was rudely told that was not possible, that they had no space (even though I had agreed the day before to return the truck early in response to an email from Uhaul that it was short on equipment and could I do so). When I explained I did not want to take the truck all the way North to Harlem as there was no easy way back to lower Manhattan, I was rudely informed that 117th street is the upper east side. I grew up in NYC, and 117th street is never referred to as the upper east side. Uhaul needs to figure out how to honor the agreed upon drop off locations made at the time of reservation. If Uhaul needs to reposition equipment to do so, then it should. Fees are high enough as it is.Donald H.
Customer did not leave a comment.Phillip G.
Have the people that run the truck rental department have all details to give the customer as far as when they leaving with the rental and when they have to return the rental.Carlos R.
I had to go to 3 other locations before I found this one which permitted a one-way travel out of state. There should be more vehicles permitted to do this.Juan A.
Customer did not leave a comment.Steven R.
Customer did not leave a comment.Darin D.
The rental agent was surly and rude. The blankets we ordered were not in the truck.Charles L.
Horrible customer service, manager rude and delayed rental by 30+ mins. Will not go back.Jacob R.
This is the worse service I've EVER received! U-haul needs to have actually employees of the company working there. Instead of the Shell employees managing the rentals. They don't have the answer to anything. I'm now over charged for 1 reservation TWICE!!!! And I brought the equipment and truck back on time! I'm trying to avoid going back because I WILL be making a scene! Unacceptable!Aaliyah N.
Not a lot of options in Manhattan. Drop off was OK, no complications.DOUGLAS H.
Let's remember we are still recovering from a pandemic It should be a priority to make sure the trucks are cleaned out after every rentalâ€¦. Absolutely disgustingdjavon J.
Customer did not leave a comment.Kalila A.
Customer did not leave a comment.Ramona P.
Customer did not leave a comment.Dominic L.
The customer service rep was very rude and abrasive. He was not helpful.Angela C.
Customer did not leave a comment.Brianna M.
Customer did not leave a comment.Nicolas M.
I was charged for equipment that I didn't request and which wasn't even in the vehicle. When I asked to have the charge removed at the location, they said that they are a car repair shop and there was nothing they could do. I was then charged for an after hours drop off even though I dropped the truck off at 2:15 p.m. and spoke to multiple people at the location.Matthew C.
Customer did not leave a comment.Patrina B.
Customer did not leave a comment.Jamie A.
A friend recommended me, he got the equipment used it for longer than I did and paid less. The were not pleasant, Uhauls are commercial vehicles they refused to let me park it in the gas station. I ended up paying for parking to avoid getting a ticket. All around bad experience. Probably would have been better to rent a suburban.OKPONP I.
Better customer service. Van was behind 2 other vehicles and the attendant barely wanted to assist.NELSON P.
Customer did not leave a comment.CHRISTOPHER G.
super easy to fill up and drop off in one location! owner was very pleasant and helpfulBrian H.
Can't seem to rent you a vehicle in les than 20 min. You get put in the back of the line and customers who play lottery go before you. I was running late because I couldn't get out of there that I realized 10 blocks away that the mileage and gas were wrong. They have vans available but it's the worst location.Douglas F.
He is approachable and helpful.Luz E.
Nice jobABDOUAZIZ F.
This location was great, but we originally reserved at the location 3 blocks away. No one showed up at the office to help us, so we switched to this location.DOUGLASQUINTON L.
Customer did not leave a comment.EDWINS D.
Great customer serviceanthony C.
Customer did not leave a comment.NUMA B.
Allow the customer to drop off the vehicle to the U-Haul facility of choice.Terrence B.
Drop off was unaware of drop off occurringNicholas I.
Was Amazing Guys BravoElvis B.
This is NOT a true 24/7 pickup and drop offMATTHEWJOHN R.
It is not comparable to the main location on 23rd street. While I was told that I would be able to check in online the app didnt work and I was initially told I had to wait until 9am. I want to give a big shout out to Lisa who helped me get the truck as well as the deli guy who had to move three trucks to get mine, since it was parked all the way in the back.Michel V.
Customer did not leave a comment.Langford W.
Have the truck ready so I don't have to wait for other trucks to be movedCRAIGSIEMON S.
Customer did not leave a comment.MONIQUE D.
Customer did not leave a comment.Timothy R.
We filled the tank and we're still charged a feeOLUKEMI F.
Customer did not leave a comment.DAVIDD B.
I was overcharged by approx $80 which I am trying to dispute. I returned it on the same day and the invoice is for 3 days with the additional charges associated. Additionally, when I returned it to the attendant, I asked him if we could inspect it and he said the person who does that wasn't there and wouldn't be around until "later". It also took them 40 mins to get us processed and into the truck. We had it scheduled to pick it up at 9am but they weren't able to get us out until 937am because the person processing me rental was also the gas station cashier and he was more concerned with people shopping in his gas station than getting us out quickly. Lastly, the truck they gave us was blocked in by another truck and cars from the neighboring mechanic's garage. This added a further delay to our getting out on the road. I gave 2 stars because once we had the truck, it did exactly what we needed it to do.Conor G.
Keep up the good workAlejandro B.
Customer did not leave a comment.ROBERTO JR J.
The attendant told me the lot was full and I couldn't drop off the vehicle there. I dropped off the vehicle at 3PM, one hour prior to scheduled drop-off, but was charged an extra day fee + insurance. And, now I must wait multiple days for UHaul to remedy the situation while there is a hold on my card. I confirmed with the attendant that the amount of gas was within the required amount to be cleared for return without charge. He told me it was, yet I was still charged.FRANCISCO R.
I ordered and paid for a dolly. When we arrived there was no dolly. The attendant was rude and communicated poorly.hugo S.
Hello. When I arrived the attendant told me there was no van available even though I had booked it 2 days ago and received the confirmation from Uhaul. I had to wait an extra 30 mins and then it seemed that magically there was a van availanle. I'm unsure if he was just mistaken or what happened but it was not a smooth pickup.Tiffany T.
Customer did not leave a comment.Qiaozhen C.
Make sure the worker at the place is willing to work with the person who is picking up the vehicle the gas station worker help me out ,,,the other worker did not he had an attitude talkin about he wasn't going to give me the key because he was going home it was a Mexican worker.....ANDRER C.
It is very confusing as to where we pick up anything. Also, I was a little uncomfortable with some of the staff there as I wasn't getting a very clear message as to what is acceptable.Madeleine S.
Customer did not leave a comment.JOHN JOSE H.
Customer did not leave a comment.Lutz L.
Hire people who aren't rude and are more organizedL A M.
Thx, Roberto and Tony were very nice and helpful, see you next timeAPRIL W.
Have a sign for where pick up is. It was in a gas station garage with no sign.John P.
Customer did not leave a comment.ALEJANDRO B.
There was no helpful when running the vehicle. Attendant took the key and didn't provide any other service. Told me to take a picture of the van and move on. We end up doing self checkout which was time consumingErnest G.
Customer did not leave a comment.ROBERTC A.
The location where I rented the truck & hand truck charged my credit card for a broken hand truck after they told the U-Haul representative that the hand truck was broken and couldn't be used they wouldn't charge me but did the opposite I want my refund for the broken hand truckCynthia M.
There were many issues with this contract and service. Would love to speak with someone about this.ROBERTHENRY S.
Truck was in awful condition. Brakes were bad. Can smelled. I was charged for dolly, hand truck and moving blankets that I never receiver Have filed claim with credit card company Never use U-Haul anymoreJAMES H.
Customer did not leave a comment.SHARON DENISE S.
I ordered a handtruck and it wasn't to it's expectations the wheel was broken and that was the only flaw that I had but the van was great. Thank you for your services besides that issue I will use your services again.Wilfredo S.
I made a reservation here Pick up was 4:30pm The guy chose the truck TM 3950 H that have warning ligh on the dashboard I told him no I won't take non risque cuz I need the car about 10 hours I'm not taking any risk He be like it nothing just take it nothing going to happen to the car im a mechanic man. I said no So he took the car in the shop make the ligh go off then give it to me with a fake report about the gaz level 5/8 other than 1/2 Once in the truck I drove off their station less than 1mn the lights came back on then I drove back and he said it's nothing it's just a sensors I said no just switch the truck I won't take any risk for 10hours He call then tell me his boss said no switch If I don't take it that's my business he won't switch it and still going to charge me Now I got received a receipt that said I drove 2mile with 3gallons of gaz and $14 fuel fee that really don't make sens This is a robbery or stealing I really would like to attach the pictures of odometer and the receipt to proof that but no way No senseMamadou K.