Customer Reviews for Airport Shell
(U-Haul Neighborhood Dealer)

Rating:

1.0

I selected a location that was closer to my final destination for the drop off and mid move I received a text to drop off the trailer at a location that was further away. Once we dropped the trailer off at the location that the text from uhaul instructed us to I was charged an additional $45 for additional miles. Why I uhaul? I would have never drove to that location to racking up miles but you had me think that I had too. So unprofessional and trashy.

Rating:

3.0

Be able to answer basic questions, provide a full tank of gas (to be returned full), and supply all of the supplies rented (only given 19 of 24 moving blankets).

Rating:

2.0

There’s inadequate parking in this very small space

Rating:

1.0

I had problems from the start as my pick up time was at 9:00am the person that attended me could not complete the check out and had to call someone to help him.it took almost an hour waiting so I called customer service and they did it for me. The very nice young lady I spoke with on the phone possessed the checkout and then she told me to go inside and tell the guy from the shell station it was done and to hookup the trailer and to make sure everything was working properly so that is what I did and he told me that he doesn’t hookup nor inspect the trailer and he would take a picture once it was hooked up. Being my first time working with this kind of trailer I had a hard time doing so. Then when I finished he didn’t even check to make sure it was secured properly and sent a young lady out to take a picture and went back inside and I took off but not even 5 minutes into the drive the trailer disconnected from my truck and gave us a good scare when the trailer brakes locked up luckily I was driving slow and there was no damage but had to call roadside assistance to come and reset the trailer brakes. So from 9:00am to 11:30am I was waiting precious time not to mention that it could have been worse just because the gentleman from shell station didn’t do his job bye making sure that the trailer was secured properly. This kind of service is unacceptable and can cause someone life do to their negligence. It was a very bad experience and service and hope that it be corrected in the future.

Rating:

1.0

Poor customer service!!!

Rating:

1.0

No Dollies, no equipment besides the truck. Got sent to a second location to pick them up, they didn't have any equipment either but no one checked. Cost twice what I was quoted. Will not recommend to anyone or use this service again.

Rating:

1.0

I was not treated as a customer at this location. I was handed a phone multiple times by the women helping me out where she had me talk to another lady who I could barely understand. The gas station was dirty and no one helped me hook the up trailer. When I needed blankets the male attendant went back to the closet of a car wash and threw the blankets on the ground and made me count them and move them to the trailer myself. This location also didn’t have the dolly I reserved so I had to go to another location to get it. Worst u-haul experience I have ever had.

Rating:

5.0

Clean place, equipment clean. In and out quick.

Rating:

1.0

They are dishonest. They charged me for 2 days. I had the truck for less than 24 hours. It was returned at 3:45 pm and they put the return time as 6:33 am the next day.

Rating:

1.0

Not overcharge the customers.

Rating:

2.0

Truck was damaged & drove horribly. Customer service was non existent. Walked in & worker (owner) got on his phone without saying anything. Then handed us the phone for U-Haul agent. Didn’t ask for anything. (License or proof we were the actual renters) handed us keys. Never told us which truck was ours or walked us around to inspect it. Zero help. Have rented from U-Haul many times being we’re military. This experience had us thinking we shouldn’t anymore.

Rating:

2.0

The ramp does not come out & the drivers side mirror is cracked

Rating:

2.0

The person I had to deal was hard to understand and started yelling

Rating:

1.0

No good services

Rating:

3.0

I did have hard time to get my keys after I completed everything on the app for check out. Even though the car wasn’t clean when I picked it I still have been charge for that.

Rating:

2.0

Vehicle was not in the condition that it was described as. After returning the vehicle and making what was the full payment of 132.37 and receiving a receipt. The next day I am being charged for an additional $79.87. There is no invoice attached to any email or document that states what this additional charge is/ was for. Rental was returned prior to 4pm.

Rating:

3.0

This is a gas station/convenience store. There was 1 person working the counter. She had to take my word that the tank was as full as it needed to be and that there was no damage to the vehicle and I had to trust her that when she checked the vehicle in that she wouldn't find any damage and that she too would think that the fuel level was correct. The employee was very nice. The system needs some improvement.

Rating:

5.0

Super friendly and fast check in!

Rating:

4.0

Not sure why however I was unable to do the "whole" check in procedure with pictures etc. I dropped off late at night. So a little bit more light in the back would have been nice.

Rating:

3.0

It was a gas station in a crime ridden area. But location was convenient to Norfolk airport.

Rating:

5.0

The tire was low on the truck and had the warning light on. I think they should check the truck between each rental

Rating:

3.0

I would and also wouldn’t recommend this location to a friend. It is not the greatest or safest gas station. The process was easy because of the app but i would not ever go to this gas station. I would rather use the uhaul building than to go to that gas station again

Rating:

2.0

Check out was not good I used the representatives phone because he was to busy to do it at the time and when I signed in he's spot he was upset. Truck was not cleaned had a cigarette but in the cab on the floor.

Rating:

3.0

Friendly greeting and Real easy process oucking up and dropping off. Location was great!!!

Rating:

5.0

Wouldn’t change a thing. Everyone I encountered was very friendly and professional!

Rating:

3.0

The truck pick up what’s moved from the original location to a kiosk. The equipment was not in the truck. I was directed to go 3 miles down to another location to pick up the equipment. When I explain to the customer service rep he felt like I should have picked up the equipment from the other location it took some persuasion to get him to cooperate when I asking who does he work for when he pointed to his shirt and said U-Haul I said exactly it should matter where I pick up the equipment and I shouldn’t be reminded that the equipment at his location may have been scheduled there should be workaround for all operations under the name UHaul . I did get the equipment when the representative finally gave me what he had in stock. It was a time waster and bothersome. I had a reservation and the items were paid for.

Rating:

2.0

I was charged an extra $2400 because UHaul never communicated to them that I was supposed to drop off there. I got a text message indicating to drop off there.

Rating:

2.0

Was told by UHaul phone agent that arranged for me to pickup at this location that the person at this location would assist me in designating drop off site since this was a one-way rental. The person at this location had absolutely no clue as to how to do that and provided no information to assist in clarifying the situation. Additionally, the quote was for approx. $100 more than the UHaul website quote and this person could not assist with providing the details as to why.

Rating:

5.0

Have nothing to suggest.

Rating:

5.0

Courteous customer service and very convenient drop service.

Rating:

1.0

They did not give me a receipt. Did not check the mileage or gas. No paper information at all. When I returned it and told him that I didn't use all the estimated miles, he asked me to take a picture of the mileage and gas and then he took a picture on his phone. Very unprofessional. I did not sign anything. Very troubling.

Rating:

1.0

I was charged for a 3rd day even though i had it there on the correct time,I even took a picture of the gas and mileage,Time stamped.ill never rent again from uhaul.By far the worst.

Rating:

5.0

Nothing.

Rating:

5.0

Outstanding!

Rating:

5.0

Give discounts for multiple use within certain time frame.

Rating:

2.0

I had to check in over the phone with an associate not present. This location is mainly a gas station. I picked the truck up at 3:30 pm and returned it at 10:30am the next day but was charged two days.

Rating:

2.0

No brakes, transmission slipping, truck doesn't go over 35 miles per hour, super loud

Rating:

5.0

It was really convenient to pick up/drop off at a gas station, since we didn't have to worry about stopping somewhere to fill up the tank afterwards - we could just fill up right there.

Rating:

1.0

I don’t know why Im being twice because the balance was paid on 10/16/21. I have noticed 3 additional and separate charges on my card. These 3rd party gas stations are bringing down the quality of service this company used to have.

Rating:

3.0

It was very confusing where to go or what to do to return the equipment.

Rating:

1.0

The location charged me 2 days. I rented at 730 and returned at 1115, less than the 6 hours allotted for the rental. However, the franchise owner at a shell gas station location registered the return at 1:38pm, which charged an additional day. This is sketchy as fuck. I want a refund and an apology for getting blatantly cheated. This is stupid business, and how you lose customers.

Rating:

4.0

The staff were very nice and I really appreciated their assistance. However, I had dollies reserved and they didn’t have any available for pickup. They sent me to another location which also had no dollies. The staff at that location called 3 other locations but none of them had dollies either. Uhaul needs to do a better job with stocking and renting dollies.

Rating:

1.0

I ordered online and added 1 dolly and 1 appliance dolly. Neither items were in the truck when I picked it up. It was my fault not to check to make sure before I pulled off. So, when I returned to pick my 2 dolly's up they tell me I have to go to another Uhaul down the street to receive them but when I got there it was an additional $18 which is crazy because I ordered this online and should have been placed in the truck to begin with. Second why was my 20' truck $100 deposit and yet I still have no return in money??? So, what they did was charged me twice for the dolly's which was included in my online order. That's not right!!! I will be disputing this and calling the BBB unless I can receive a cash receipt of what exactly costed $100.

Rating:

3.0

The truck was due to be returned on the 16th but I had to turn it in early. I'm in the military and an obligation so I had to drop it off in the drop box. Was charged $20 even though it dropped off two days early to a location that I didn't originally choose.

Rating:

5.0

The truck I had ran fine but when I started it up it was really, really, really loud and it startled me. When I got to my location my neighbor came outside . She said she could hear the truck coming up the driveway. Something wasn't quite right with the truck.

Rating:

3.0

I was told I could do the 24/7 Truck share and pickup at 6am. This location does not provide for that and I was unable to pickup the truck when I needed it. This delayed my departure and cost me additional money to pay movers to wait for me to get the truck. Also I did not get the furniture pads I requested with further delayed me since I had to go get them. All in all due Uhaul cost me $350 extra because I had to purchase furniture pads and pay movers for the time they were waiting for me. I am very unsatisfied.

Rating:

4.0

Did a great job thanks @

Rating:

3.0

The location requires you to talk on the phone for 25 minutes to verify information. Also, the parking area in the back of the store was tight.

Rating:

1.0

The entire process trying to get the truck was the worse experience in customer service I’ve ever encountered. I am calling corporate tomorrow as I would like a 50% refund ASAP.

Rating:

5.0

The 12x6 trailer that I used did not have a tongue jack. It have very difficult for me (alone) to connect and disconnect the trailer from my vehicle. I could not do it when the trailer was full. This created many problems as I did not want the trailer connected all the time. I highly recommend that a tongue jack be added to all trailers.

Rating:

1.0

Service was very rude. The truck’s gas tank was left on E by the previous user. They said they only could put 25 dollars in it to fill it to half a tank. The 25 only got it to quarter empty and they said they couldn’t do anything else.

Rating:

3.0

Charged me for extra gas

Rating:

1.0

Charged me $25 to clean 2 pieces of paper! I cleaned truck and trailer myself!! Lied about return gas gauge! I put $30 in truck when dropping off to move needle to 3/4 of a tank. Drop off said truck was returned with lees than 1/2 tank