Customer Reviews for 24/7 On Western

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.

Testimonials from recent customers of 24/7 On Western

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Kara S.
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I didn't realize that this was at a Shell Station. I arrived at the Shell Station and asked the attendant who to talk to about my reservation. He pointed to a number on the wall. I called the number, and the person I spoke to was not nice and cheerful. They didn't introduce themselves, I told him I was picking up the U-Haul Cargo Van for my 9:30am and he asked where. Not nicely, sounds great, which location are you at miss? And then he told me go to a website to finish filling out my info. I had to stand outside to do this in negative degree weather. If I would've known there was additional information to fill out, I would've done it before my reservation. I feel like I expected to show up at U-Haul store, so the customer service experience wasn't great.

Chris C.
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Customer did not leave a comment.

Andrew L.
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Get rid of this location. And find a spot that does counter service. Truck wasn't where that app said it should be.. app was running glitchy and kept timing out. on duty clerk was absolutely no help, told me to call customer service. Barley spoke English on top of it. Took an hour to complete my check out for my Reservation.

Sierra H.
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Great local, can easily fill up tank before checking truck back in

Todd M.
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Hello I had a reservation to use a UHaul on Sat. My difficulty in simply picking up the vehicle resulted in me simply not using it, and luckily getting helped by a friend with a truck. I was more than an hour into attempting to get my rental before I gave up. The directions that I was given through the app were vague, following them resulted in a situation where I had to call UHaul---because there was no other way to get the key. I waited on the line, already 45 minutes into my rental time. After waiting 15 or 20 minutes, it was no longer worth the effort needed to get my vehicle. The funny thing is , all I needed was the number of the box where my key was, and the combination to the lock on it. This should have been the easiest information to transmit on an app. I can imagine a worse experience if a company was actively trying to keep me from having my service expectations met. I'm guessing whoever is reading this is not the person responsible for the debacle I went through. I'd hate to even read about it.

Robert P.
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The truck had extensive body damage when I picked it up. It makes you hesitant to use it when there is no attendant to confirm the damage before driving it off. I will not be using this site in the future unless absolutely necessary. I also had difficult picking up the truck without an attendant and it took too much time taking all the pictures I had to take.

Katherine A.
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Incredibly poorly run. I arrived at the location and the online instructions were misleading. It was incredibly difficult to get in touch with anyone at UHaul. When I did get the code for the lock box, the key was not in it. The manager of the location had to be called and showed up 20m later. When he opened the drop box it was clear that he hadn't checked it in a while as it was full of returned keys. I will never recommend UHaul after this experience.

Adam G.
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Have a phone number that actually gets something resolved. Whoever you call is an asshole. The attendant inside refuses to even acknowledge you just points to the phone number. Your app tells you to see the people inside when there was an issue. What a garbage service.

Darragh M.
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Horrific experience, would NEVER use the 24/7 Share service again. And most certainly would not recommend it to a friend.

christian B.
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Customer did not leave a comment.

Lauren S.
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Customer did not leave a comment.

Kyle B.
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The check in and out process including the need to supply two additional contacts took far too long and was problematic for contacts to be verified without warning on my end. No other rental situation takes this much time, effort, or hassle. Without warning that the pickup process would take up to half an hour, I Could not start using the vehicle until long after my reservation started. This is the complete opposite of what a contactless remote based system should be.

John D.
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Customer did not leave a comment.

Laura P.
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Customer did not leave a comment.

BRENNA B.
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Customer did not leave a comment.

Sonya M.
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Very easy and covid-friendly! Thank you.

Jacob S.
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Attendant at gas station was extremely hostile and unhelpful resulting in hours of trying to contact U-haul to figure out a solution to our problem.

ANGELA K.
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This should not be a drop off center at all. It is a gas station parking lot! The employees seemed to literally have no idea what was going on. It took me over an hour, 2 calls to customer service, a lot of researching online, and trying to download the app (which never worked!) to figure out how to return the vehicle and find out how to return the moving dollies and blankets. My move went smoothly otherwise but this was super confusing and caused a lot of anxiety for me.

Kevin K.
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Customer did not leave a comment.

Vanessa A.
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Customer did not leave a comment.

Gary Z.
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Nobody really there to help you

weber A.
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this process was super tedious and i was not provided with the support i needed. i called multiple locations. employees were rude and/or unhelpful. i felt unsupported in this process. and it actually made my move more stressful.

Yufanyi V.
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Inconvenient location - especially due to the fact that parking is not available on premise. Other items that could be used for moving were not available. I guess this is suitable for a certain group of customers. Unfortunately I did not fall into that group. Also, the truck was a mess - loud and noisy engine, the tow thing could not be disengaged. Shocks appeared to be worn out....Very rough ride for the kind of truck.

DAVID K.
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Better tracking of keys. Lost half hour of my reservation because the keys were not in the lock box and had to wait for U-haul rep

KYLE W.
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Customer did not leave a comment.

Alexia M.
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Customer did not leave a comment.

Larry C.
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UHaul corporate you were excellent. The franchisee who owns the 24/7 needs to read and understand U-Haul contract and rules. His mistake of telling me I could drop off my truck anywhere becuase I had a white U-Haul key chain almost cost me 3 days of rental fee penaltys. If it was not for the understanding of the U-Haul corporate customer service, then this rental would have been a disaster. Thank God one of his employees called me out of the kindness of his heart to give me a call/warning me of the pending financial mess I was heading into if I did not pick up the truck immediately. Again I am grateful to U-Haul corporate for working with me to resolve all problems and penalty feess. Thank you Corporate U-Haul. Regrards, Larry Caponigro

Daniel K.
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Self pick up was near impossible and took forever

Hadas W.
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Customer did not leave a comment.

Michael C.
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This pickup location was a little confusing for me at first. It is a side lot of a gas station and I drove by it twice before I noticed it. There were no attendants to ask for help, which was not a problem in the end. It just made me entirely reliant on the mobile checkout process which is fairly straightforward but feels clunky and awkward when it comesto uploading pics. It was hard to get pictures of the passenger side of the truck because it was parked so close to the neighboring building.

ashley H.
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It was hard to figure out where you should park, and if the larger truck hadn't moved when I got there I would not have been able to parallel park the truck in the spot it seemed like it should have gone.

Michael F.
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My experience with U-Haul van rental was an absolute nightmare. I reserved a U-Haul 2 days prior for 8am to 11am. I received a call at 7pm the night before stating that the U-Haul would not be available until 9am. I arrived at the designated location 10 minutes prior and proceeded to "check-in" my reservation on the U-Haul website. The website was unable to process my check-in due to not being able to identify my location. I then called the 1800 number listed on the website. After 46 minutes of waiting on hold, they advised they were not familiar with troubleshoot issues on the website and that I would have to speak to the Shell Gas-Station attendant at the site where the U-Haul van was designated. The customer service representative then hung up with no further explanation. I spoke to the Gas-Station attendant as instructed, and he said he did not work for U-Haul nor does he have any knowledge of their services. I immediately called back, waited on hold extensively and was told that my reservation was not scheduled or available for check-in. The representative then transferred me to the scheduling department where I once again had to wait on hold for an extended period. After calling me "honey" the representative said am no able to check-in by stating "you're good" and hung up before confirming I was able to do so. I tried "checking-in" again only to see that my reservation was now only available for 1 hour and 50 minutes. I called back once again, and was told that my reservation time would be extended to 6 hours free of charge due to the challenges I had dealt with. Once i finally checked in, I was not allowed to access the vehicle until my emergency contact answered their phone to confirm who I was. This process took an additional 15-20 minutes. Finally, after accessing the U-Haul van and driving back to load it up, I received a text message stating that my reservation was still only for 1 hour and 50 minutes. I then had to call AGAIN, to complain that I was assured it was extended to 6 hours free of charge. The representative stated I would be receiving a text message and email to confirm this.....I never received either. After returning the vehicle back to the original spot 6 hours later, I proceeded to check-out , and take a photo of the dashboard as required by the check-out guidelines on the U-haul website. The camera feature did not work on the website. I called customer service, waited on extended hold and was told that the U-Haul website is having technically difficulties and to email her the photo's from my smartphone directly to her. Since this time, I've now started receiving a text message every hour today (5/7) from U-Haul confirming my reservation from yesterday 5/6??? This nightmare just will not end.

Jamie D.
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I had an incredible experience renting a van for my move at 24/7 Western. We arrived early to pick up and were able to get ahead of schedule which was great. The van was clean and very comfortable - I was so happy to learn it was equipped with a video cam for easy maneuvering. When I needed to extend my trip by a couple hours, Monica (my customer service rep) was happy to help. I've rented from Uhaul in the past and this experience changed my perspective of the company overall. Thank you for making moving a little less horrible!

Kevin B.
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Customer did not leave a comment.

Stewart G.
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Key wasn't in box and wasted some time contacting late at night for a different code for a different box and vehicle.

Patrick O.
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No one is on hand if there is a problem. I would have gone to a different location if Id known it was a gas station.

Niki K.
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I received an email telling me "step one" was to go to one location to pick up my keys. When I got to that location, "step two" told me that both my U-Haul and the keys were at a different location. so picking up my uhaul took me almost two hours! I would not recommend this to anyone.

James T.
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very convenient location. mostly a good experience except the keys were not in the locked box (the previous user placed them in the return box) and there was no dolly or furniture pads in the truck (however, I was reimbursed hassle free). The manager of the location was very helpful in getting me the keys in a timely fashion (15 min from when I called). I wish it would have been more clear that it takes 10-15 minutes to get verified during the self-sign in process.

Maria E S.
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I just did not care for the online check in.

Evguenia M.
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The box locks were hard to operate. The van was dirty ( but not damaged) at the check-out.

Jordan K.
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The mobile check in process was difficult, and interfacing with your customer support team to resolve the issues was unhelpful. I completed the pre-check and despite this, upon arriving at the location I needed to complete additional verification. Of the three options, providing a lease, providing a passport, or providing an alternative contact, my only option was the alternative contact. I could have provided either of the two documents had I been notified beforehand that they would be necessary. My alternative contact did not pick up the phone, so I spoke with an agent over text. That agent was very unhelpful--I gave him an 2nd alternative contact, who notified me via text that she received the call and verified my identity. Despite this, the agent said "your verification could not be completed at this time" and ended the conversation, with no further instruction. I called and was on the hold line for several minutes. After someone picked up the line, they said "please hold" and I was put on 'silent' hold rather than reentering the queue. I was on this hold line for another 8 minutes before hanging up. Meanwhile, I tried the mobile check-in a second time, and this time it worked. The whole process took 25 minutes when it should have taken under 5. Second grievance: your quote was misleading. I was quoted $70 for a 70 mile ride, and actually drove 71 miles and paid $85. The two main differences were taxes and some environmental fee. Either seemed like guaranteed charges that Uhaul was aware of at the time of quoting. When I purchase an airline ticket, I'm quoted the price including tax. When I rent a car, I am quoted including tax. Yours should include tax as well. Needless to say, I'd prefer to rent from any other company rather than use Uhaul again.

Stephanie C.
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The pick up and drop off procedures were ridiculous difficult

Haley M.
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There was a little confusion in the beginning when I was providing my alternate contacts. I had to supply three contacts, more contacts than I thought was necessary. Otherwise the service and vehicle was fine.

Jennifer M.
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Customer did not leave a comment.

Michael K.
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Having to call 3 different people for a verification process was a pain. I don't see the need to contact that many people.

Andrew R.
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Truck needs new wipers and someone should clean it up before next use

Jeremy S.
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I did not receive the correct items in my truck that I ordered. Also I had trouble with the 24/7 and it took way too long. Your website should tell me it's a gas station and not a real uhaul. I would have gone to the real uhaul a mile away. It was inconvenient. Then I had to drive to the real uhaul to get the stuff for the back of my truck that was not put in there from my order. I lost so much time and it messed up my move schedule.

Gretchen H.
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The whole 24/7 concept needs to be better explained. It took us over a 1/2 hour between phone calls and trying to follow directions on line to et the truck.

deborah R.
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The attendant showed up and helped me do the paper work. My phone was dead. He put 5/16 the of a tank which isn't a measurable amount and is less than 1 gallon from the 1/4 tank. It's a rip off because no one can check that measurement

Daniel A.
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This was the absolute worst experience I have ever had with u hual. I arrived at the location and the pick up by mobile system failed. Then I remained on the line with support for over 45 minutes until finally someone from a different location assisted me with getting the keys out. Now I was charged twice once on my main card and then on my secondary over 2 weeks later. This money needs to be refunded immediately.

Sattrohan S.
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Customer did not leave a comment.

Calvin M.
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I thought the mobile pick-up would be a touch more smooth and streamlined. But overall, I'm please. Thank you.

Ryan H.
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The person inside the station who I talked to about dropping off the truck was not helpful and rude. He argued with me saying I couldn't drop off the truck there even though I pre-arranged to drop it off there. He eventually told me to “park it on the street” like he didn't care at all. He kept telling me to “call them” for some odd reason. I parked the truck next to the other U-Haul trucks out of the way and not in any unobstructed zones. I would not recommend this location to anyone and I will not be doing business with this location in the future.

Jonah M.
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Picking up the Uhaul was extremely difficult. We were given a code that doesn't even match the format of the lock box in which the keys were inside of. The gas station attendant was extremely rude and did not want to help. We called Uhaul and were put on hold for 30 minutes, just sitting in the parking lot. We finally hung up and got ahold of a local uhaul establishment that was able to access our information and tell us the code. It took us almost a full hour to pick up the truck. We were on a very tight schedule today, the 55 minute delay made us both late to our evening jobs. I called Uhaul for an extension on our reservation. After a 20 minute wait on the phone with the representative, I was told that our time would be extended to 3:30. Upon looking at the updated reservation, it told us we only had until 3:00 instead. This whole process was ridiculously inconvenient. I will be seeking a refund.

carlos W.
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Customer did not leave a comment.

Jeremy K.
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When I came back to the drop off location there was no place to leave the van. Customer service was unable to help! On the first call they transferred me to a closed line. On the second call I was first told to leave the van on the street, I moved it then i was told not to do that. Then I was told to take it home and bring it back the next day, but I would be liable for any damage while it was in my possession. I spent 45 minutes trying to resolve the issue and eventually had to leave the van double parked in the gas station. The customer service was not able to tell me with any certainty that this would be ok and basically said it was up to me. This experience was completely unacceptable and I will never use this service again. Nothing was done to help, no corrective measures given, no reimbursement for my wasted time. Terrible experience.

Cindy B.
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Customer did not leave a comment.

Eric B.
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DO NOT CHANGE THE LOCATION LAST MINUTE TO A FAR AWAY DESTINATION THAT WILL THROW OFF THE ENTIRE MOVE. ALSO MAKE YOUR STUPID APP PICKUP PROCESS MORE EFFICIENT AND INTUITIVE. THE WORST PART OF OUR MOVE WAS UHAUL AND WE WILL NEVER USE YOU AGAIN.

Jacques L.
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I clicked pick up in person on the website to avoid using the app - in an effort to go quickly. I have used the app before and remember it being a bit involved and since I was renting within business hours And could deal with a U-Haul rep in person. However, when I got to the location I discovered it was a gas station. And when I approached the clerk about my rental he turned me away and told me to call uhaul. As it turns out the gas station had little to no affiliation with the U-Haul brand aside from housing their lockboxes on the side of the building. In the end I was forced to use the app, which was fine it just caused me a little head ache right at the beginning of my rental. Further, I was an hour late, and so the app wouldn't let me start my rental. Thankfully the U-Haul rep on the phone was super nice and restarted my rental for me - something the app wouldn't let me do. Further the app didn't indicate that this was the problem, everything seemed fine aside from the fact I couldn't find the lockbox code to save my life. Ultimately I found the help number and called. Please add this alert feature to your app and please indicate on your website that this location is self service only.

Theodore B.
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At a gas station, too small for big trucks.

LIAM O.
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Customer did not leave a comment.

Nancy B.
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Places to park the truck were extremely limited

Ariel G.
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I arrived early to pick up my U-haul. To receive the key I was told to get it from the gas station employee. He had no keys. The live chat told me I had no code for the outside lock box. The live chat was no help. I called the online number. I had to wait 30 minutes to speak with someone. The lady I spoke with was very helpful. I was suppose to pick up the U-haul at 8:30, but I didn't get access to it till 9:30. The U-haul had half a tank of gas so when it came time to refill it to a full tank it was a lot of money. Overall, it was a really negative experience.

Dylan I.
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When you call the number of the location the man yells at you and says “use your phone and do the registration through U-Haul. What he should have said in the 40min it took me to get my key is “you have to download the App to get the key”. This is a huge disconnect for the consumer experience and is incredibly frustrating. If you can reserve a vehicle through the mobile site, you should be able to get the code to do it as well. If not, IT SHOULD BE CLEARLY STATED THAT YOU MUST DOWNLOAD THE APP. The app itself is good. The overall experience gets a failing grade. There's a good chance I'm not going to use U-Haul again unless it's a last resort.

Jennifer S.
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Pickup via the website was challenging because the camera function didn't work in Chrome. People in the gas station had no clue. Waited on hold forever then tried Safari which worked. Do you guys test this stuff?? Could you tell your customers if you have limitations on which browsers work? Also let them know that it's essentially an unattended location where no one is available to help.

GARY W.
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This was a drop off location at a gas station which was very busy and really tight to try and park a 15' truck there! You really need to warn people about what this type of drop off location is like. Very confusing!

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