Customer Reviews for BP Gas
(U-Haul Neighborhood Dealer)

Rating:

1.0

To: U-Haul Customer Service Reservation/Order #: 75837227 Pickup Location: Ogden Rd (Neltnor Blvd - original pickup location) Pickup Date/Time: 7/17/36 I’m writing to formally complain and to demand a full refund due to a deeply unacceptable rental experience that caused serious delays and placed my move in jeopardy. This experience began at the counter and continued through the pickup process, and it was compounded by apparent racial bias and service denial. From the moment I arrived, I experienced treatment that felt discriminatory and dismissive. I was questioned about the nature of my rental, and I was effectively asked to “step aside” so that your staff could check out other clients as if I were not a legitimate renter. Instead of being treated as a customer with a scheduled reservation, I was treated like an obstacle—despite having the correct booking details and being present to complete pickup. In addition, I was redirected away from the pickup location I originally ordered from. I was then required to travel to another location to obtain the dollies associated with my order. That second location was closed, which forced additional travel and added delay at a critical time. On top of that, I spent over 45 minutes on hold trying to reach U-Haul customer service before I could even connect to someone who could help. The combination of these failures—misdirecting me, forcing me to go to a closed site, and long delays reaching support—directly delayed my ability to move my child into their dorm. Finally, the condition of the vehicle was unacceptable. The cabin was extremely smoke-heavy, which made it uncomfortable and unpleasant to use, and it represents an additional failure to provide a properly maintained rental. I should not have been given a vehicle in that condition—especially given the urgency and stress of my move. Given the totality of what occurred, I am requesting a full refund in the amount of my entire rental cost, including any related charges, and I expect immediate resolution. This includes compensation related to the smoke-heavy cabin condition. Please confirm in writing within 24–48 hours / July 21 2026 that you will: Process a full refund forReservation/Contract Order # 75837227, including all charges and fees, and Provide a written explanation of how this sequence of errors and discriminatory treatment occurred and what steps will be taken to prevent it from happening again. I am also requesting that this complaint be documented as a formal customer service case due to the discriminatory nature of how I was handled, the repeated operational failures, and the resulting delay to my family. Supporting details (for your investigation): Reservation/Order #: 75837227 Pickup date/time: July 17 2026 Staff/location involved: Indian gentleman at BP on Ogden road Alternate location(s) required due toreassignment: Neltor + 59; from Ogden in Aurora Evidence of smoke-heavy cabin condition: Approximate total delay to dorm move:3hrs I expect this matter to be resolved promptly. If I do not receive confirmation of a full refund by 7-21-2036, I will pursue additional escalation through appropriate channels.

Rating:

1.0

I've used UHaul many times over the years and have never had a pickup experience as incomplete and unorganized as this one. I think I'm spoiled from the outstanding customer service I always receive at the Park Forest, IL location on Western Ave/North St! The BP gas station attendant seemed unaware of any reservations when I told him I was there to pickup my reserved 15' truck. He then found my reservation after looking and proceeded to hand me the key and said "have a nice day" with no further instructions or details. He didn't walk around to check the truck with me, or have me sign any paperwork, and didn't inform me that I needed to go through the check-in process (taking pics and noting mileage and gas gauge via text and website), but I luckily noticed it on my own before I left the location. The reservation included a dolly and a half dozen furniture pads, which when I asked him, he said that he didn't have anything at his location and that I could call customer service and go down the street to a UHaul location to get the supplies from them if I wanted. Lucky for me, I've rented UHauls enough times that I knew what to do, but I feel for anyone who has no clue what to do for this situation at this location. Additionally, as a small business owner myself, I don't think gas stations are a good partner location for rentals. They have way too much customer volume happening to tend to UHaul reservations properly, and clearly, aren't equipped to handle the process properly. This was the worst experience I've had at UHaul in general over the 15 years I've been using them. Please thank the lovely two ladies that helped me at my hometown drop off location of Park Forest UHaul on Western Ave/North St. They were surprised and upset, and apologized on behalf of UHaul when I described my experience as well.

Rating:

3.0

Maybe check the electrical parts of the car the truck died on me. And the clerk was not very sure of how to proceed.

Rating:

1.0

Terrible! The gas station attendant had not a clue. I showed my U-haul reservation number. The attendant said they needed me to find out what truck number which I did not have only the reservation number. He then made be call the 800 U-haul number to findout...WHAT?!?!?!? I was transferred to U-haul Scheduling and on hold for 45 mins plus (never got through to anyone). During the call wait I also was on with U-haul Chat which attempted to get ahold of Uhaul Scheduling. (never got resolved that way either). Finally, I insisted the attendant do something to resolve this issue. Frustrated, I argued with attendant and demanded he should be able to help me with my reservation number and ID to look up in the computer. (his English was extremely poor which did not help the situation). He finally called Uhaul (assuming it was also scheduling). Eventually the attendant figured out what to do. The result was phone call to Uhaul - on hold indefinitely, Uhaul chat with no resolution, had to get angry with the attendant to get any help, & wasted about 1 hour 30 mins at the location ... UNACCEPTABLE! U-Haul, you need to shut this Aurora location down!

Rating:

2.0

Honestly, I don’t blame this location but the Uhaul site should make these reservation changes. I reserved the truck and it gave me the option to add furniture padding, boxes, Dollie’s, etc. I made the reservation with the order for furniture pads . This location is a gas station and does not have any of those extra items.

Rating:

1.0

Got the truck with literally 28 miles til E, charged me double than what they were suppose to.

Rating:

1.0

Absolutely horrible process that took just about an hour. Called the support number since no equipment was assigned waited about 15 mins for a representative. Only to have me go inside to speak to the gas station attendant who didn’t know how to help. So she had to call somebody else and explain the process over the phone. However, she stopped every time for gas station customers. So this was at least 10 times. Then at the end I see a fuel surcharge even though I added more fuel than I driven which was less than 15 miles. Just an outrageous process and visit

Rating:

2.0

I will never rent a U-Haul vehicle from a gas station again. The only time I will rent another vehicle is from a licensed location that has someone on location who knows what they are doing.

Rating:

4.0

Everything went great! We dropped it off where we picked it up since we weren't able to bring it to the drop off location and everything was still okay. We tried to call and switch the location but couldn't get connected... I thought we could do it through the app but that even was giving us issues. Otherwise a great experience.

Rating:

1.0

Our reservation for a utility dolly and 2 packs of furniture blankets was confirmed, but the store told us when we arrived that these items were not available, even though a dolly was sitting right in front of us. This made our move much more challenging!

Rating:

2.0

This dealer was located at a gas station. The only attendant working was working the register and also incharge of the u haul responsibilities. This was a very busy station so it she had to help costumers while trying to fill out the uhaul paperwork. It took forever! Not very impressed!

Rating:

3.0

The interior of the moving van smelled like cat urine

Rating:

2.0

I did a mobile check out, but when I entered to get the keys (had to go to the attendant), they took more than 15 minutes while trying to login to some website or laptop. They continued serving other customers instead of working on the problem, further delaying my pick up. Since I did all the check out process on my mobile phone, all I needed was the keys--should have taken 30 seconds.

Rating:

1.0

Took 25 minutes to check in. The person behind the counter did not know what was going on. I had to call and speak with Heather from Uhaul, who then spoke with the girl behind the counter. As I told Heather, this was one of the worst customer experiences I’ve had a long time. I would absolutely never use that location again, and almost makes me not want to use Uhaul again unless I have to.

Rating:

2.0

Rude and not wanting to be bothered workers

Rating:

5.0

Good

Rating:

2.0

The clerk at the BP was not helpful at all and I waited days for my truck to be returned correctly in the system and had to call uhaul customer service multiple times .

Rating:

3.0

No issues with the drop off, except maybe signage that says where exactly the key drop box is.

Rating:

5.0

Everything went smoothly for pickup and drop off.

Rating:

2.0

BP employee could not articulate what was needed in order to provide the key.

Rating:

1.0

The truck I reserved wasn't available, so it took 20 mins to get situated with another truck (which counted as part of the 4 hours). Anyway, I returned the truck early on the same day, only to be contacted - via voicemail - by Uhaul several days later asking when I was going to return the truck!!! When I anxiously called back, I was on hold for 30 minutes before an agent told me that the site didn't check it back in and that it tends to happen with these satellite sites. However, here I sit, over two weeks later, never receiving a receipt for the rental.

Rating:

5.0

Definitely worth it. Easy quick process. Would recommend.

Rating:

3.0

I scheduled pickup for the uhaul at 6:30 AM, was called this past Sunday and told the location had to be switched but I could still pick it up at 6:30 AM. When I got there, the place wasn't open and I could not pick up my truck until 7:00 AM

Rating:

2.0

The attendant was not punctual

Rating:

3.0

Person hard to communicate with, didn't understand I was dropping off, not picking up, didn't look at truck with me, just took the key.

Rating:

1.0

Horrible! Understaffed and took over 40 minutes. Need more staff to handle both gas station and Uhaul rentals. One person cannot do all. Very unhappy customer. Will NEVER get Uhaul there again.

Rating:

1.0

This location should not represent Uhaul. The process for check in and check out is not indicative of Uhaul’s standards. I’m confused as to why the mileage wasn’t updated on our return after we took the pics and submitted. We don’t recommend this location and I was forced to use them by a call I received from your CSR after I had booked the van at a different location. BEWARE!!!!

Rating:

3.0

Actually put in the system that the vehicle was returned. I return the vehicle an hour earlier than I had requested and for whatever reason the location did not put it in the system. I ended up getting a call from a U-Haul agent threatening to call the police on me if I did not return the vehicle even though I had returned it the same day I used it. When I called the Ogden location to check if they had put my return into the system they claimed it was because I brought the truck to the location an hour early and therefore it didn't register properly. Due to this situation I am more than likely not recommending or using this location again

Rating:

1.0

If I am a customer you don't keep me waiting for you to wait on every customer that comes to the window and I'm just standing there

Rating:

1.0

After reaching the gas station, had to wait for 1hour as the owner of the store wasn’t there and no other staff knows which keys to give. Here arrives Nikunj, the store owner he gives me the keys and tells me wherever the mark the gas is upto, i need to fill it and return back. I took a picture when I got into the truck and I rode 10 miles only and filled up 2 gallons of gas in his gas station only and returned the keys.. after i reached home, i was charged 15$ for the gas… was pissed off and gone to the store to enquire about it and he says.. the gas wasn’t filled up. I took the odometer picture when I dropped it and showed it to the guy who was working at gas station while he was on the phone with the owner and he completely disagrees with me. I feel cheated and will never go to this location again for a uhaul pick up again. Worst people. I see in the reviews, that others have been cheated at this location too… Not sure if Uhaul is reading this or not

Rating:

5.0

Was smooth and easy

Rating:

2.0

The van we got was dirty and the gas tank wasn't full. We had to clean out the back before we could use it. The lady at the gas station was very rude and took forever to get us the keys for the van. Then when we went to return the van we filled the tank up to where they gave it to us as and they charged us for it not being full.

Rating:

3.0

Keep them clean, and charge the correct amount. Was charged for 2 days when I only used for the 12hrs I rented it for and $20 CDW charge I did not want.. Was supposed to get my credit on Monday and am still waiting. now I cant get in touch with them.

Rating:

3.0

When UHAUL is closed, have the BP staff more knowledgeable about directing people on checking out. Signage about UHaul hours and procedures would be nice also.

Rating:

2.0

I was charged for a utility dolly I did not have on my trip. Also, I had to convince the attendant to rent me a vehicle that I had reserved the night before. She said they were closed. ??

Rating:

1.0

Truck was loaded with dog hair and had food inside of it! I had to clean and sanitize myself.. Horrible experience!! I would like compensation!

Rating:

2.0

The truck was not ready when I got there. It took 40 minutes to complete my pick up when I had selected a mobile pick up. I also did not get the dolly that I reserved. This location seemed very unorganized and I would select a different one if I need to reserve a truck again.