My entire rental experience (touchless) was a HUGE hassle. It started at the Sunoco gas station in Short Hills NJ where I picked the truck up. I was there sometime between 1:15 and 1:30. When we arrived I pulled my car up to the gas pump. The attendant was incredibly rude (nothing to do with UHaul, he was just plain rude). Okay, fine. We see our truck, a ten footer, in the parking lot., but we did not see the keys. There was NO internet/cell phone reception in that spot (and I roamed to gas station parking lot to try to get any kind of a signal and did not get one - I am decently technologically savvy -and when I can get a signal I can follow instructions. However, I could not get into the website to complete online check-in. We went into the office an mo one else was there. The keys to the truck were laying on the counter waiting for us. My boyfriend took the keys, got into the truck, started it, and left. I returned to my car at the pump and the attendant gave me my credit card, etc. He saw us take the truck. I absolutely and logically thought all was good. He did not say a word and I left. That was just the pick up. Adventures continued but I'm sure I'll be asked about the next steps as I make my way through this survey.Mike D.
Customer Reviews for Arch Sunoco
(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.
Customer did not leave a comment.Guido G.
Customer did not leave a comment.Lynelle W.
Customer did not leave a comment.DEBBIE H.
My experience with U Haul was a disaster. I couldnt access th truck. The app sucks. Customer Service was impossible to get through.Stephen H.
Customer did not leave a comment.John M.
WASHAVE NOT HAPPY THAT THE EUIPMENT HAND TRUCK DID NOT HAVE A STRAP ON IT. IT WAS IN NO USE TO US W/O THE STRAP. I WOULD LIKE TO BE REIMBURSE.THE COST ON THE HAND TRUCK, THAN YOU.Anastacio A.
The tire monitoring system was malfunctioning and the tire icon on the dash was flashing from minute one. This vehicle should not have been put in service until this was corrected.Aside from that this was a great rental and I like the mobile app for getting the vehicle without any human interface!GARY K.
I found the experience overall to be ok. The self check in / out procedure could be more streamlinedKelly W.
The online was supposed to facilitate the process but it made it worse. Waited an hour even tho I filled everything outMARISA S.
Make sure that the vehicle has coolant! there was no coolant and the truck overheated multiple times before I was able to add coolant and stop the problemKeith S.
I don't like your mobile phone return process. Too long, too involved. I don't want to be standing in a parking lot after hours at night taking multiple photos and answering multiple questions. In the past I parked the vehicle, dropped the key in the box and left. The vehicle was checked in the next morning by the attendant.Thomas N.
Customer did not leave a comment.Robert S.
The person handling UHaul returns wasn't there but the regular gas station attendant was unhelpful and gave bad advise about returning the truck rental (just dropping the keys into the box without going through the online check out).John P.
The mobile access process is not good. It took 15 mins to find out U-Haul wanted more information from me to get my key. I went to the desk and was helped instantly and had the key in minutes. Next time I won't be fussing with â€œmobile accessâ€ and will just get my key from the desk!Sam K.
Customer did not leave a comment.Kevan M.
If it was not for Sam being in the office the process would have been more difficult. It was quite time consuming to do the contactless rental and return. The Contactless process makes you want to go to Home depot.LEONARD W.
It was good, but since there wasn't a Uhaul employee working at the sight, it was a little confusing at first. But, everything was easy to figure out.HEATHER N.
The entire mobile check in process took almost 40 min. I preferred my previous experience renting from Penske.Genevieve A.
Customer did not leave a comment.Ranjit P.
I was supposed to pick up my trailer the same day I had my hitch installed at a different location. The reservation got moved from Monday to Sunday (not by choice) and when I asked the guy if I could do Tuesday instead he said "no, we will do it Sunday", I said "fine, will my trailer also be available" he said "I don't know if we will have them in stock" I told him when I scheduled my reservation I specifically said I wanted everything done the same day and started getting frustrated. The guy then assured me the trailer would be there. I get a call the same day that my hitch was supposed to be installed from Uhaul Summit and they said on my voicemail "I don't know why your trailer was sent here but you have to pick up from this location". My hitch install didn't get done until 3pm (drop off at 10am) and by then it was too late to go to Summit to get the trailer. The next day I had to drive another hour just to pick it up. I wish it ended there....Kathryn P.
besides you, Uhaul, charge me $20 dollars extra for office hours when you even don't have an office there, I did it online and I returned the vehicle before 6 pm after using the truck for only 4 hours Your policy is too convenient for you, you should have 24 hours beginning the time we pick up the vehicle.Aristo C.
The ease of obtaining the vehicle was incredible. Clean and neat. Vehicle ran in tip top shape. Drop off was a breeze. Great job Uhaul. Very impressed.Jeffrey F.
Customer did not leave a comment.Patricia D.
Customer did not leave a comment.Christopher M.
I think that the truck was not clean very well, but the service was good. The truck really needs the break change and the motor needs to be checked, the sound of engine is bad.Mike H.
Your on-line app is horrible, Horrible, HORRIBLE. I was stressed by the thought of it even before arriving at the U-Haul store and it was amplified once I began using the app. IT IS NOT USER FRIENDLY! Thank GOD I had my 21 year old son with me, he was eventually able to access it and get me the truck key. IT TOOK 45 + MINUTES TO COMPLETE THE PROCESS AND GET THE KEY. Your Customer Support people were friendly and kind BUT of little help. You should know I'm 67 years old and unaccustomed to using apps so this contributed to some of the problems experienced. HOWEVER your Customer Support people could have been more helpful. How so you ask? They could have taken over when I experienced roadblocks and gotten me thru it. Instead, we were left to get thru this all alone. As a result, it was a HORRIBLE experience for me. I have used U-Haul many times over my life and will NEVER use this app again AND won't return to this location again unless it is staffed when I rent and when I return. Someone needs to look into how your app program runs and figure out how to make it more user friendly for every user regardless of age. Your Customer Service people should be given more latitude to help people like me and not leave us to to suffer thru with an app that is less than user friendly. If faced with this in the future, I will use one of your competitors. I will NEVER go thru this again. Feel free to contact me at any time (201) 306-0635. Signed frustrated and a VERY unhappy customer. David BerryDavid B.
Customer did not leave a comment.Kyle W.
I had re registered the previous day registered online and that was a total waste of time. Your app to sign on at the pick up site was terrible & asks for duplicate information and on top of a bad app . I would get that fixed because apps are supposed to be easy.james B.
Make sure your location is turned on in your cellphone browserjoseph K.
Customer did not leave a comment.paul R.
Customer did not leave a comment.Laura A.
Customer did not leave a comment.AKSHAY G.
Customer did not leave a comment.Renee Z.
Customer did not leave a comment.Jose C.
Sam was attentive and helpful. I had trouble with the online registration but Sam guided me through the process. He is an asset to your company.LINDA F.
The location that we got the truck from was fine. But the over all experience was crap. Uhaul messes up our reservation sent us to one place and then another to find out they don't have a truck and then find one 30 min away. To have a customer service rep be so rude to me and tell me this is my problem not theirs and if I would shut up she would tell me where what to do after she asked me what the problem was. Completely unacceptable and most likely would not use uhaul again if they don't compensate me for my inconvenience and bad customer service I experienced.Timothy H.
The bed was muddy, the location was in a hotspot dead zone so it was nearly impossible to access the app instructions to retrieve the keys. I also had to go to the U-Haul in Scotch Plains because my truck didn't have some equipment I ordered. My experience there was much better; I would recommend that location.Maren H.
It was a pain in the ass to return to Summit, the sign on truck said one way, that was a lie.Christoph Z.
The location had little impact on what was a costly, HORRIBLE EXPERIENCE!!!!!!!!! Your app and 24/7 system is cumbersome, confusing, and limits what help is available. Despicable csr agents are NO HELP !! Fire the collection of hateful bastards who created this system!! Fire the moronic managers who gave it a free light. You blew it!!Philip M.