Customer did not leave a comment.MICHAEL R.
Customer Reviews for 65th Shell 106
(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.
Our daughter returned the truck on Saturday afternoon at the suggested drop off location. The website linked in the text would not work. They also tried it on a different phone and had the same result. They called me and I tried the link and it did not work for me either. I told my daughter and her friend to drop off the keys and I would keep trying to get it checked in. About 4 hours later the link worked but it wouldn't allow me to check the truck in because I was 100+ miles from the drop off location. I contacted someone at U/Haul, explained the situation and sent her the order number and address where the truck was dropped off. Today I got a call asking when the truck was going to be dropped off. I explained the situation again and the woman on the phone said that she would call the location and check on it. Just now, I saw a $20 charge from U-Haul because â€œthey had to check it inâ€. What a frustrating situation to be charged by U-Haul for not doing something because a U-Haul website would not allow us to do it. Such horrible customer service.Kristi C.
Customer did not leave a comment.Luis C.
Customer did not leave a comment.Kale S.
because i was moving out of state ..i did need to go to a different location...no big deal i guess, just took longer..some confusion from the location i was suppose to pick up from about even having a reservation , but after 3 phones calls all worked out ...james C.
I didn't get the dolly and furniture pads I had rented but other than that everything was great.Hao M.
There were many issues to even access the truck via the App. The app gave us an alphabetic code and we needed a numeric code to unlock the box on the Shell station wall. The attendant at the station knew nothing about the rentals so was no help, then there was no key for the original rental so we got a horrible unclean, graffiti tagged truck. It was muddy inside and had only a half tank of gas so then we had to stop and fill it up. The entire thing was stressful and delayed us an hour and a half by the time we were able to get home to load up. On the positive side, the very patient customer service rep handled everything with poise and calm and stayed with us until she helped contact someone who could help us. When I called back to log my complaint when returning the truck the rep there was also lovely and helpful. Thank you for not charging me for this fiasco. I will rent again because you did the right thing by me, your customer.Teri E.
Everyone was helpful doing the actual stuff through the website was awful thoChris M.
No issues, smooth process!Medina A.
Customer did not leave a comment.Samantha C.
The employee didn't really have any interest in helping me return my equipment. All he would do is show me the key dropoff location and told me to use the app.Kyle E.
The locations was pretty tight, it was difficult to maneuver out of the spot and also to get back to Roosevelt ave. The code bolt was very difficult to unlock and the attendants in the gas station were of zero help and customer service was not helpful at all. A friend finally showed up to help me and we got the lock undone, it was frozen outside. It is a very noisy location so it was difficult to hear the person on my phone to get help.Trina P.
Customer did not leave a comment.Mark R.
The location wasn't an issue but the pick up process was terrible. The dashboard didn't have our reservation and we had to call the customer service number to have them update it. Took us 30 mins to get the truck.Erik H.
My pickup location was changed and the new location was far away with nowhere to park my car. I was then charged for driving the unexpected extra milage. The truck was not in good condition including a broken mirror that made it unsafe to drive. The equipment I reserved and was charged for was not in the truck as I was told it would be which made my move more difficult. This is a very poor customer experience.Clayton D.
Console had sticky dried up soda all over it. The combo lock was sticky, difficult to move keys and it always took several tries to unlock completely wasting my time. Pick up location on reservation and in check in notes were conflicting leading to some confusion. I was charged extra $60 upon checkout because uhaul thought I had 4 day reservation when it clearly stated I had 6 day reservation. Wasted another 1/2 hour calling to get refund.AJ C.
At the end of check-in, the app instructed me to get the keys inside. The gas station attendant didn't have the keys and was unable to provide any assistance. I called the support number and initially the person told me to get the keys from the attendant. Finally the person on the phone was able to give me the combo to the lock box. It was frustrating and time consuming. In return, the instructions told me to put the keys in the drop box. There wasn't one. Fortunately I remembered the combo for the lock box so I could secure the key before leaving. I had called the number but it was after hours so I was on my own at 10:00 at night in the rain.John M.
Rico was awesome! Our original truck had a busted window when we got there so Rico quickly replaced ours with another van. He was calm and professional and took care of our needs quickly. Thanks Rico!Joe H.
Had several technical issues getting into and leaving the truck Was charged $25 for cleaning even after we cleaned out the truck, have emailed for help with no response The survey only covers the location which was fine - it does not ask any questions about the experience itself which was challenging. My rating above really isn't fair to the gas station owner and is more reflective of the challenges I had with uhauls systemJosh D.
I was overcharged, and the drop-off experience didn't work. I had to call cs, who didn't help me.Andy H.
There was a hypodermic syringe in one of the bed side pocketsDale W.
Customer did not leave a comment.Emily G.
Truck was pretty much new and in great condition, no complaints there. The pick up process wasn't very convenient. It took about 40 minutes to complete. First I had to have two references which I wasn't aware of so had to get ahold of people to make sure they could answer the phone. Then the app said get the keys inside the location. The people at the location had no access to the keys. There was a lockbox outside but neither the app nor the people at the location had the code. We had to call the 1800 number which gave me another number for the people at the location to call. The location called the area manager and they were helpful and finally gave me the code to get the key. The people at the location and the area manager were very helpful but the whole process was kind of a mess. Not to mention the person at the location had to hand me their phone so I could talk to the guys at U-Haul. Not a big deal under normal circumstances but sharing a phone with a stranger during this pandemic kind of ruined the whole point of automated pickup and put us both at risk.Dan J.
The first person chatting with me was rude & hung up. The second one was nicer but even they stopped responding so a third had to step in. Treat your customers better.Doua K.
Be clear about a cost estimate - I hadn't realised I will need to refill the car in addition to paying per mile (and having those miles counted from the pickup spot). The eventual cost was much higher than I expected.I. K.
Customer did not leave a comment.Michael P.
The listed price is not what the cost of renting actually is. i ended up paying 2 times what was advertised.Vaughn E.
We were unable to access the key to the vehicle following the directions given. We spent about 1-1/2 hours on hold trying to figure out how to access the key and no one was able to help us. In the end, we had to cancel. I was very disappointed with the lack of service.Scott V.
People at the gas station were absolute jerks. They know nothing about Uhaul, and were irritated with me because I had to ask a question at one point. (Couldn't initially get the key lockbox to open using the code provided.) Do you give gas station locations any incentive to care at all about Uhaul customers? Sure doesn't seem that way. Also, your phone-based pickup and dropoff software is terrible....I know you don't trust me to be kind to your equipment, but you could find a way to make me feel less like an evil customer. You've got my credit card, my driver's license...do you really need a photo of my passport...do you really need to call and check with my wife? Geez.J.E. G.
The online check in process was easy to follow, and instructions were clear!Sydney T.
I had serious problems using the mobile pickup option on the website (through my phone). It broke and gave me errors several times throughout pick up, delaying my reservation by at least 20 minutes. I tried to contact customer service through the chat options, which failed as well. Eventually, it worked. The inside of the vehicle was muddy and dirty. Then upon return, I attempted to use the app again since it was after hours for the local store (as expected). It would continuously error out. I tried again several times, again contacted chat customer service and that errored out. Eventually after 20 minutes or errors, it let me submit pictures of the mileage,gas, location, and report any new damage/issues. I submitted that. It gave me a confirmation to return the keys and I went on my way. SO, WHY WAS I CHARGED FOR AN ADDITONAL DAY AND OTHER FEES? My original quote was for $20 + mileage (4 miles about). and I was charged OVER $114. I need a refund and the website needs a full rework. Upon I returned my rental on time. However, when using the mobile website, it errored out every single time at different points in the process. I will be needing a refund forNathan B.
This location was way out of the way from where I was, and it was 100% mobile-only. I had to pass two other U-Haul locations before the Uber I had to take finally got to this far-from-me location.Erik H.
Customer did not leave a comment.Nicholas B.
Show the pin for the lockbox during the vehicle return processJohn K.
the store does not mach what the online check in states. Store personnel not able to help. Took way too long. online 'app' says to show phone to cashier for the keys and they have no idea. Truck filthy and muddy when picked up, mud and trash in truck bed. charged me a cleaning fee because truck dirty--was dirty when i picked it up. had to work to get refund. requested closed box truck but received pickup truck. told they didn't have any at that location. one just like we needed sat there unused all day.jay P.
The â€œfuel service feeâ€ was complete garbage. Can't believe I was charged $30 for that. Intentionally deceptive on UHaul's part and I'm so disappointed. Will not use again.Candice O.
Customer did not leave a comment.Blake H.
Customer did not leave a comment.Christian R.
Park your vehicles in a well lighted, covered area with 360 degree access. I can't imagine ever, ever using this process again.John H.
Customer did not leave a comment.Samuel T.
The approval process took a good 35-40 minutes instead of the 5-10 minutes I expected. So I called the number listed as the pickup location number, but it was just the gas station attendant, and when I called uhaul directly, the person said they would help and hung up on me. Service was terrible, only the truck was good!Jens V.
Customer did not leave a comment.Hannah N.
The app did not work when trying to upload verification images to obtain the van. I had to make two phone calls and spent about 30 minutes trying to figure it out before someone bypassed the system for me. I will not be using the self service truck share service again.Michael B.
I wouldn't rate uhaul in general. Your 24/7 app is terrible as well as customer service.David R.
Customer did not leave a comment.Zach U.
Customer did not leave a comment.Mohan C.
There is no tools ready for me and still charged me for the toolsYunqi Y.
Customer did not leave a comment.Philip H.
1st time checking in online, called Alex...she was great!Mary D.
It was a great location - close to UW and I-5. Located at a gas station so easy fill up location.melanie T.
I had issues with the Android app and it took 40min on the phone and via online chat to be able to complete the check-in due to persistent errors with the app and the web site. This forced me.to call and wait on hold for nearly 25min before being connected to a representative who then needed to connect me.to another to attempt to resolve the situation but couldn't. The online chat was more helpful but also took 15min to connect to get assistance.Patrick B.
The attendants in the gas station could have been more helpful in directing us to the self-signin. The website sign-in process was also surprisingly time consuming. That said, it worked great and the vehicle ran perfectly.Anton G.
There are way too many steps to begin and end the rental. Many of them should be done beforehand, such as uploading drivers license and picture of driver. Taking pictures of the inside before and after is unnecessary. It should take 20 minutes to check out.Luke L.
Alexandria was outstanding! Responded instantly....solved my issues and was pleasant to deal with. Not too happy with the online experience but once I made contact with Alex everything was effortless.wayne H.
Customer did not leave a comment.Lucas F.
This location has no uhaul rep on site and yet when I called and reserved this rental, I was told I had to be there at a certain time to meet the on site agent. There is no agent. This is a mobile pick up only. I spent 35 minutes on hold and with a phone rep who had to alter my reservation so I could check out the vehicle remotely. You need to fix this in your system. This location has no on site rep!megan H.
Fix the online experience - making the reservation, picking up and dropping off were the worst experience I've had online...Reade C.
The phone app didn't work for me.Pearl K.
Equipment smelled like cat pee. Windows were super dirty. Otherwise it was fine.Mark V.
Have key. Missed where to put it. Gas station doesn't no cant reach you by phoneTOM C.
These comments are not about the location, but rather the company overall. My first experience with U-Haul will probably my last, as the company failed to deliver on its services at every step of the way in my experience. I repeat, this is no fault of the people at the pick up location, but is every bit the fault of U-Haul and its nonexistent service practices. Before picking up my vehicle I chose to utilize the Express Check-In option hoping to quicken my process. I was unable to use this option as the location finder wouldn't recognize my current location as the pickup location...even though I was standing INSIDE the very pickup location office! Thus, I had no documentation of my rental, and though the pickup location had my rental on record, they had no confirmation that I was supposed to pickup my vehicle at their location. Utter confusion and chaos. After some phone calls to a U-Haul rep they allowed me to take a vehicle on the premises, but again without any rental contract or other documentation. When I returned the van a couple hours later, I turned in the keys but was unable to go through any sort of formal check-in process for the same reasons above. Good thing I've got photos of the vehicle and its fuel levels, before and after. It only got worse from there. The next day I received a call from the scheduling office asking when I was looking to return the van I rented! After tersely explaining that I'd already returned the vehicle the same day I rented it to the same location of issue, the same representative suggested that I'd be paying for two days' rental AND for fuel surcharges (when I'd filled the gas tank to its original amount of three-quarters), thus doubling my original costs. After another terse exchange, I got in touch with another representative who took the fuel surcharge off after I offered to show the photos I took of the van and its fuel gauges. To add insult to injury, after this call I finally received an attachment with my rental contract, one day AFTER I'd used my rental van! At this point, I've filed a formal objection and will be waiting for a callback from another representative, if that ever comes. Word to the wise: get all your documentation in hard copy, and never rent with U-Haul if you've got other options. You've lost my business for good, U-Haul.Michael W.
The lady in there it looks like she doesn't really know what to do.She had to make a call and try to figure out how it works.Jasim A.
The vehicle key was not in the box where it was supposed to be. I called uhaul and they gave me the code of the other box. There were two keys in that box, but none of the vehicle I was assigned to use. I used the other car that was available there. I returned the car less than two hours after that and I was charged for more than U$500!!!!! I called immediately to the customer service and they told me that I was not going to be charged for that amount. About a month after I receive a receipt of that bill and it shows that I was charged for that amount!!!! Shame!!! I am now waiting for more than 5 minutes on the phone to talk to the customer service to solve the problem.Ariel E.
Please, send the code for the locker in the email too!! I didn't remember it and had to let the key with the guy from the gas station. The guy (A.S) was very nice helping me out with that!Jaqueline V.
Customer did not leave a comment.Nicholas W.
Having the gas station attendants on site being knowledgable about how to puck up and drop off the uhaul would be helpful. Having the instructions for how to drop off the uhaul available before logging back in to the website to drop off would be useful.Matthew P.
Customer did not leave a comment.scott W.
It's a convenient location and the people at the gas station are nice. But the process was slow and disorganized. The blankets we pre-ordered were not there. The "$19.95" rental actually cost us $59 for a 23 mile trip that took 1-1/2 hours.Joseph E.
Customer did not leave a comment.james N.
Worst experience ever! Also I only drove 5 miles and I put 2 gallons of gasoline in the tank! Then they charged me 6.75$ for 1.5 gals of gas! When I drove the uhaul 5 miles and put 2 gallons of gas in myself before returning! What a joke I will never ever use uhaul again you guys are a rip off and steal money from people!Jordan S.
Have the self-pickup process outlined before we pick up the truck, so we're not missing documents. For the return, make it clear where the charges are coming from, and don't double charge the daily fee.Julia T.
Not recommended if you have an international drivers license.Angel E.
- The mobile app is not native. I don't think you should require people to download a seperate app if all it is is just a web browser. - The Live Verification step was stuck for 20 minutes. I had to call customer support because there was no indication of how long the verification process should take. I had to re-submit and finally it went through. Very frustrating to wait for the response back when we needed to get our move started. - The drop off box was not clearly located. I had to call customer support to ask where I should put the key, and they marked it on my account that I handed it to the employee at the location (who wasn't familiar with UHaul process and wasn't very helpful) - It would be helpful to have a list of steps laid out so we can review ahead of time, versus wait for the app to tell us what to do in the moment. It would have gone much faster.Jane K.
The location was fine and the person working there was very helpful. I used the app to self check in, the app was not working when I showed up and the website was not working. I wasted a hour of my day just picking up the van. I will never use U-Haul again. Terrible experience!THOMAS B.
The self check-in process is absolutely painful. It took me an hour and several phone calls to complete it. Several photos must be sent with very specific requirements and while I tried to comply, in the end it didn't work. If I rent from U-Haul again, it will always been at a rental center with an actual person who can help me.Reid B.
Tried to get the Shell employee to properly check me out so I wouldn't get overcharged and he refused. Naturally, I was overcharged $20. Can't get a return email or phone call from uhaul. Avoid this location.Caitlin B.
U-Haul should keep fleets tanks full. It's always unfortunate to overfill and paying for more gas than is needed. This is not a comment regarding this location, but your business practices as a whole.Scott G.
I couldn't access my van when I arrived, but it might have been because I arrived a few minutes late.Alexander Dylan S.
Customer did not leave a comment.Taehoon K.
The website permitted scheduling an ~immediate pickup, but it actually took ~15+ mins before the reservation was populated with an actual assigned vehicle. When trying to get the key from the gas station attendant, he was confused. Called someone, spend 5 minutes on the phone, told me I had to call uhaul. Used the app to call the listed contact, spoke to him, passed the phone to the attendant, more talking, looking around for the key, couldn't find it, eventually found it. All in all it took ~15+ minutes just to get the key. Trying to finish checking out the vehicle with the app - every time I took and uploaded a picture of the dashboard and how dirty the vehicle was (it was mildly dirty, just with dirt and small debris on the flood) the app said to "upload a newer photo". Tried multiple times, refreshing the app page, etc. This added additional time trying to actually get to getting my vehicle off the lot. The vehicle itself worked fine, thankfully, Trying to return the vehicle was the same problem - app would not permit me to go past the first page of the return process, with "upload a newer photo" errors, despite taking the photos that moment through the app. Despite all these issues and the additional time I had to spend waiting for the car to be assigned, finding the key, and dealing with the broken app, I received no discount whatsoever on my bill. I scheduled my car for 8:15, and was not able to drive it off the lot until closer to 9. I believe Uhaul offers a promised $50 if I can't pick up my vehicle at the scheduled time, but I didn't get any part of that as a discount, didn't even get an apology for any of the above issues.Josh G.
Nothing , I was really impressed with the whole experience.Josi H.
This was the easiest rental I've ever done! I reserved online several days before and it took just a few minutes to complete paperwork to pick up the van. The van was brand new and clean, easy to drive and load and unload. Returning the van was easiest of all - just dropped off the keys and that was it! The only thing I might have recommended is providing a supply of blankets for rental with the vehicle. The van happened to have a few blankets which served our purpose but I was told they don't have a supply of blankets at that location.Rebecca M.
Excellent service, I forgot some of my stuff when I returned the vehicle and they called me and made sure that my belongings were safe. Great!Ernesto M.
Great service from Dez at 65th location. Van performed well. Easy.Stephanie R.
Things that can be improved: 1. At the gas station the cashier did not know who handles the U-Haul rental. 2. The vehicle had muddy floor mat. Things done well: 1. The location had adequate rental customer parking. 2. The Shell station was conveniently located.Johnny T.
The inside of the cab was not very clean. Coffee spills on cup holder sides. I understand this is used for moving but could be vacuumed or wiped down. Very helpful staff at the rental location.Karen M.
Customer did not leave a comment.George M.
Staff was very friendly and helpful. They were able to answer all my questions. Moreover, when I arrived early to pick-up, they had my rental ready and helped me get going right away.Mitchell W.
Very simple and easy.Shawn B.
Customer did not leave a comment.William C.
Customer did not leave a comment.Guadalupe C.
Would have liked an actual "CHECK-OUT" with final miles recorded, and Final bill presented. However, Gas station attendant told me that the Final Bill is sent by U-Haul.Joe S.
Customer did not leave a comment.fred H.
Pickup and dropoff were easy. The van was very clean - thank you for a good experience with the rental.Carol F.
Customer did not leave a comment.Eliot M.
I ordered a dolly, but it was not in the truck. Otherwise everything was great and easy.Sam H.
There should be a sign indicating that the shell gas station is also the U-haul location.Cameron H.
Customer did not leave a comment.LEANNE R.
Everything was awarded & professional & polite staff.MARLENA D.
Customer did not leave a comment.Mary S.