Customer Reviews for Dover Express

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 Dover Express

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Alfred H.
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Limited hours and dropoff fee.

Vickie S.
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The rental had a low tire pressure notice and oil check notice! The store of rental failed to provide a hard copy receipt and responded in a mean way when I requested a receipt, and was told to get it from my email! I asked her how she knew I had a printer to print it out? She told me not to come back to this location! Very poor customer service!

Francis B.
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Employee would not provide me with starting mileage upon my return, received a call at 3:30 that the vehicle had not been return when I had returned it at 10:39 am, I call the location and the employee told me she could not not help me because the owner was not at the location and told me to call 800#. My company will never do business with U haul again. As a new business in Dover this is not what I would call customer service.

Alicia Y.
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The truck was filthy. There was a wasp nest in the crook of the driver's side door. No way was this truck sanitized. We had to do it because we did not have enough time to start over and find the truck at another location. The truck's oil was at 70% and the transmission sound and felt horrible. The attendant refused to come out when requested assistance for checking the vehicle back in. We definitely will not come back to this location.

Joy C.
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I was getting a lot of texts about where to pick up a truck on Friday, the day before my reservation. So, I called the location I preferred in Wilmington after I was out of work. The young woman that answered the phone in Wilmington was not helpful, and a few times made comments that were meant to insult me. I left the phone call without any new information about where the reservation I had made might be. In the morning, I called the customer service line, and they told me that my truck was in Dover, DE and that it was ready for me to go get it. I confirmed with the man that owned the place it was at (Vic's Auto World), got in a $100 Uber ride from Wilmington, and traveled to Dover. When I got to Dover, no one was at the location. I called the location with no one answering, and then Uhaul customer service. The woman on the customer service line told me that my reservation was still being placed. The man in Dover got to his shop and said that I could not rent the truck, however, there was a gas station about a mile away that had trucks. So I went to the gas station called Dover Express. At that location, they told me that I had no trucks available. The clerks there called a Uhaul manager, who was also not able to help me at first. I was extremely frustrated, and I demanded that he help me because he was about to pass me to someone else in the company like everyone else had been doing. He did hear me after I adamantly told him that I was stranded in Dover because the truck I was supposed to rent suddenly became unavailable. He then decide to help me as a priority. About 45 minutes later, I got to drive a truck to move my things like I had planned. My main issues besides the reservation being unreliable, are that I was on hold with different numbers with Uhaul for over three hours between Friday night and Saturday morning. If one person on the other end of the phone couldn't help me, they'd say they were transferring me somewhere else. In reality, I was placed on hold indefinitely. The other issue is that I reserved the truck for 8am, and my movers came to help me at 9am. I paid movers each $50 an hour to sit on my porch while I was in Dover, Delaware on hold trying to get a truck that I had reserved. With the 50mile Uber ride and paying movers to hang out and wait for me, I wasted $450. Moving is stressful enough, and Uhaul definitely created a lot more of it. The truck was great though and I'm grateful we did manage to get me one! It drove really nicely and everything worked perfectly. Drop off was easy, too.

austin N.
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I'd like to be contacted (423)-777-0540. Staff was rude, kept hanging up on me. Truck was filthy. Staff marked gas level higher than it was until I corrected them and they told me to go take a picture of it. No pre trip inspection.

Steven L.
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Make it easier to extend your rental use online. Calling also takes a long time to talk to a customer service rep.

Ismail A.
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Customer did not leave a comment.

JANET G.
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Customer did not leave a comment.

Ronald W.
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Uhaul prices should be more in line with competition. For local they do not charge a mileage fee

Michael T.
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Truck was dirty, and when I asked if I could leave truck at a closer location, she was very nasty, so I had to return truck 30 min. Away. Which I understood, but the fact she was just rued. (Dover De.) Saulsbury rd. I would not recommend anyone to that location.

arvid L.
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Customer did not leave a comment.

Nancy Q.
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The online reservation system and return process were burdensome. It did not save me time. It took me a half hour at the pick up location to get the vehicle. This 1/2 hour was part of my rental time. The 4 hr time block started ticking when I said I'd pick it up, not when the registration process was over. The vehicle I rented had not been cleaned after the last person used it. The cargo area had dirt and leaves in it. I rented moving blankets which the location did not have in reality. So I had to go back home to get blankets causing me to incur more miles. The check out process would have been easier if there was a brief explanation of the photo requirements prior to starting. Despite the tire warning light being on, the van drove and rode well. But the biggest dissatisfaction I had was renting a cargo van that is advertised for $19.95 and being charged $89.99 for the vehicle portion and then all the additional expenses were added- insurance, mileage, blankets, etc. This seems like false advertising. My $19.95 rental cost me over $100!

brandon D.
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Clerk was face timing during entire pick up process of truck. We returned 4 hours later for return. She was still on phone.

Erika D.
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They have roaches in the back of the truck when I open the door for the first time a whole bunch of roaches scattered I was scared of roaches is going to get inside my belongings. T told thim about it he says nothing They can do

Michael M.
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I used the check in process through the app and it was very smooth

Jeffrey B.
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One thing that can be done better is to not double charge ppl, and it shouldn't matter where you drop your u haul off as long as it's a u haul drop off location.

Carleen J.
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The vehicle was sticky nasty and smelly.

Justin G.
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Customer did not leave a comment.

Victoria H.
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Customer did not leave a comment.

Emily K.
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I rent from uhaul often... I rented from this particular location after my truck broke down on rt 1. I returned after hours, charged an after hours fee. Their gas pumps were not working with a credit card, making it impossible to add gas, charged $30 for gas (it needed about $10 to fill to correct level) plus a $30 Add gas fee. Our business is very busy right now, I realize I needed to do what was necessary like keeping the truck longer than expected and not being able to add the correct amount of gas but uhaul certainly didn't do me any favors on this one.

Brandon B.
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With COVID 19 being a main focus for myself an my family, I would think that cleanliness should be a main focus for UHAUL. There was a wet used mask on the floor of the drivers side when I opened the door that I had to dispose of myself. The steering wheel had some sticky substance on it that I cleaned. This was a sign that this vehicle was not disinfected between use and I am worried at this time. Furthermore, the attendant at the station was doing everything she could but this was a busy gas station and I was delayed 30 minutes after doing everything on line. She informed me that she has only been there for a week but she had to help the other customers first as she was the only person there. Then I had to wait longer because the truck was blocked and I could not get out. So a young boy maybe 13 years old came out and moved the other truck. When signing up online you feel like the experience is convenient and safe. The reality is neither.

Christopher L.
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Requested moving pads. Did not receive them and was billed for them anyway despite disputing charges. Truck was filled with ~1/4 tank of gas when I picked it up... at a gas station. Tried to fill the truck up at multiple pumps, but every pump would stop filling after pumping for one to two seconds, so it took about ten minutes to fill the truck enough. Frustrated, I filled the truck with more gas than I needed to make sure I wouldn't have to deal with it again. Dropped off the truck 3/4 full, did not receive any additional credit. Very poor experience would not recommend this location to anyone.

Chelsea J.
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Customer did not leave a comment.

Lamont W.
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Keep everything the way it is.

Stephen T.
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When I returned the truck to this location the representative was helpful and it was fairly fast. My issue was when I got home and received the final receipt I was charged a $20 after hours charge which made no sense since I had a full day rental and returned the truck in less than 5 hours after I picked it up. After seeing this I called the Dover Express store but the person that answered the phone said they didn't handle Uhaul rentals and that a supervisor would have to call me back. When I didn't receive a call back I called Uhaul's 800 number for customer service. After being a hold for over half an hour a Uhaul rep was able to work through my complaint. This ultimately resulted in a credit being approved. Overall my experience with this rental was extremely poor and in the future I will pursue other rental options besides Uhaul.

Quentin T.
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Customer did not leave a comment.

Mary R.
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Great experience! Staff was so pleasant and knowledgeable. I would highly recommend renting from these folks! The price was right too!

Alesia L.
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N/A

Xin H.
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Be better to provide instructions on how to return after hours

onika H.
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Customer did not leave a comment.

Thomas S.
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Would have been nice if they also sold some supplies. I could have used a lock but one was not available.

Tyona R.
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Customer did not leave a comment.

Enock A.
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Customer did not leave a comment.

Erica H.
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I would not recommend this location to anyone. I will go to another U-Haul location before I ever go back to this one. The lady that helped me was very rude and had an attitude. When I signed everything I told the lady 8 p.m. and she put me down for 6:30 p.m. which is going to make me late and having to pay extra. Then she never told me that I had to go online and fill this out to do a return. This was my first time renting a U-Haul and this experience sucked. Also the moving truck was dirty and had other people's stuff in it upfront. But with an overall experience it was very poor and I will never recommend this location to anyone.

Tina S.
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Customer did not leave a comment.

Edward D.
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Customer did not leave a comment.

Michael M.
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My 4th rental in 60 days I was 2 hours late and charged an extra day I don't understand . I was early on every other truck I Rented and thought I shouldn't be charged another day.

Viktor G.
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Long wait time to receive vehicle and long wait time to return, rental was very dirty and smelled like smoke, rear right turning signal out. This will be last time I rent from here

Carolyn C.
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More cup holders

diana W.
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there was no handtruck, which I've come to expect with every U-Haul I've purchased I've rented in the past; a couple in front of me had ordered a utility dolly online, and there was no mention that it would not be available until they checked in. They had to go to another location, that was terrible. I needed that extra handtruck to make the time I was paying two people to move my possessions twice as long. Even though I pre-registered before going there, I had to wait 20 minutes while the one person in the store handled the gasoline customers, the lottery customers, and the couple in front of me.

Michael N.
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The online reservation system is seriously out of order. A software bug involved in the pickup of the van cost me almost an hour of time trying to get a service representative to acknowledge the problem. Her supervisor was able to sort things out. Delaware drivers licenses have only six digits. Your web site assumes all licenses have eight digits. On the return, the on screen text on my phone, apparently part of the app, cobbected me to the app instead of the web site. A screen popped up that said I couldn't do self check in but had to go inside the gas station. The gas station was closed. I called the 800 number and ended up on hold for six minutes. I gave up and tried accessing the web site. That worked and I finally got the van checked in and the key in the drop box. Your system is buggy on both ends and needs fixing. And your service reps need to be made aware of these bugs so that they can provide better service. I can't blame your rep Maria when the system she is accountable for is so totally fouled up. Get the tech people to fix the mess.

Raymond D.
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Customer did not leave a comment.

Michael M.
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The moving blankets were not clean and packaged as I was told they would be. The woman at the store went in the back room and counted 12 moving blankets out from the heap for my husband. She was also the ONLY person in the store- working U-Haul, gas, lottery, and cash register. I PREPAID and PRECHECKED on Uhaul.com, and on the phone BEFORE I arrived, but I STILL had to REDO everything again... very annoying!

TIMOTHY M.
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Customer did not leave a comment.

Nancy V.
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had to cross a bridge that would not allow to pay toll with cash. Person could not answer my question about whether I would be penalized by UHaul

James W.
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Customer did not leave a comment.

Narissia P.
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Customer did not leave a comment.

Harriet C.
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Customer did not leave a comment.

Tyrone M.
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I was over charged and luckily i looked to see how much they charged me after I got my initial receipt. My total was only suppose to be $42.00 and I was charged $72.00!! I am not happy about that at all. I will be calling tomorrow as soon as they open so they can refund me the money they over charged me! I don't like places that plays with my money. Other than that, they were very friendly and the truck/vans are very clean. If they didn't mess up my payment it would be 5 stars. Everyone make sure you check how much they took off of your card even after they print a u haul receipt.

Alicia G.
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Customer did not leave a comment.

Rachel B.
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My suggestion would be if on the contract if you request equipment it is held for you.

Kevin D.
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Nothing

Carol W.
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Check in took 45 minutes because the lady was serving other customers while trying to get me out the door. Very frustrating. Wont be going back to this location.

Jennifer S.
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Everything went smoothly except for the fact I reserved the f150 pick up through the app when I arrived to pick up it was not there. Which made my check out a little hectic

AHIRA S.
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The location was locked due to the system being offline, so I had to wait to be let in the place.

Daniel W.
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N/A

Ronald K.
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Customer did not leave a comment.

Hans R.
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This location at Saulsbury Road was good. However, this location was selected by national UHAUL after there was no one available to sign out vehicle at my original rental location on Main Street in Hartly, DE. In summary the location I eventually got the vehicle from was great. The original location where I was supposed to retrieve the vehicle from was NOT good.

John P.
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Customer did not leave a comment.

john W.
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Customer did not leave a comment.

GEORGE H.
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Truck was returned 6 hrs after renting it, ( mobile drop off) and was not checked in at location on time causing us to be charged for 3 extra days.

Brittney H.
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Horrible service. Didn't know what was going on. Could not assist. Didn't have reserved equipment. Was not helpful with alternative options. No problem solving skills. None of the gas pumps worked. Just terrible all around experience.

monica Q.
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Customer did not leave a comment.

wendell W.
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Customer did not leave a comment.

GERALD P.
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Outstanding

Eugene J.
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The location is not necessarily the issue. It's the whole mobile process. Firat waiting for someone inside to respond to my mobile message. It takes a good 30 to 45 minutes for this whole mobile process. Viewing pictures that are not clear...taking pictures.... uploading pictures. The whole process is too much to do.

Carmine P.
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cellphone app a bit troublesome in beginning, difficulty with step process but once spoke to app customer rep on 800 # walked through. Took extra 17 minutes after appointment time of 8am after arriving at 7:45am. to go through phone process

Tiffany B.
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Customer did not leave a comment.

LaToya M.
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When submitting photos for verification if it is not correct the customer should be told the picture needs to be redone and why. Or the agent should tell you what the issue is.

Keaira H.
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Customer did not leave a comment.

shawna W.
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Customer did not leave a comment.

Precious W.
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The ppl provided good customer and Went above and beyond to assist me in getting my truck however I arrived on time but was not able to leave with my truck until well over an hour and a half after I got there because of the whole check in process. I completed the check in process at home therefore I thought I would have a easy checkNext time I would rather utilize a regular U-Haul check in and not an express because I was very upset and overwhelmed with this process.

Brandi M.
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Very Unprofessional. Made an appointment online prior to getting there so we could have a smoother process and the lady that manages the place was rude, unorganized and unprofessional. Everything I did online was a waste because I still had to tell her everything that was required AGAIN and this was after waiting 20mins just for her to get to me. Once I returned the truck, the store was closed earlier than the time posted on the glass. When I seen the same manager, now in her vehicle, she did the hand gesture across her neck I guess meaning they were “closed”. Then she exited her vehicle and went upstairs above the store to their “living space”. I haven't rented a uhaul in years, so I did not know the process as far as returning the keys and taking pictures, etc. I feel like all of that should have been explained prior to me leaving with the keys in the first place.

David M.
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Business opened an hour late and truck was very dirty inside.

Louie G.
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Stay away from this place at all cost!!! They don't understand thourally the uhaul process and can speak little English! I'll never return or recommend this place.

Adedayo O.
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The service was very poor, and it's not just the location, The location and the main organization need to have better communication. Two different people were saying different things. At a point I was told I have the vehicle when I was still trying to get the key.

Kaesean M.
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It was my first experience at that location and everything was great. I appreciate it the young lady service. Please forgive me But I don't remember her name that helped me. She was great.

Gerald L.
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Language barrier , Indian, also running secondary telephone call will fill my order

Latasha M.
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Customer did not leave a comment.

Sylviaanna F.
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Customer did not leave a comment.

Stewart M.
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Raining & vehicle parked in mud. Could barely walk around it to inspect (parked so close together), which I did alone. Staffer was polite, but not a lot of info. Vehicle smelled of cigarettes and had spilled drink reminants. Not sure if typical or not. Cargo area very clean. Vehicle ran great and very comfortable. Easy to drive.

Rita M.
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All went well. Attendant explained the complete rental process - there were no surprises. Plan to use this location again. Thanks for the rate - $19.95 local; that helps a lot!

Jordan H.
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I was charged more for my rental than what I was told it would be.

Kenneth F.
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Have the equipment offered on the website.

Richard L.
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Customer did not leave a comment.

Sharon B.
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They made me do all the work . I had to take a picture of the mileage and gas. They gave me truck that was stuck in the mud. They refused to go out and inspect the vehicle told me that I had to do everything and then try to charge me more for gas that was in the vehicle. Then the customer service person there was quite rude to me she kept passing me off to her other customers. And told me that those customers come first before me. She start yelling at me because I was requesting paperwork because I did not want to be charged more money for gas as she was refusing to give me the paperwork and told me that I had to get it through email and I explain to her that the email was not coming through and I wanted to know what I was being charged. She continue to scream at me even more to the point where I took a picture of the mileage arm I took a picture of the gas receipt from the beginning because she tried to charge me extra for gas .Please contact me at 215-917-9917 I am requesting a full refund

Gregory H.
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The experience was good the only bad thing was that the truck was not clean

David A.
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Customer did not leave a comment.

David A.
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I mentioned the truck needed new wipers and they didn't seem to care

J G.
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Customer did not leave a comment.

Bryan H.
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Customer did not leave a comment.

John C.
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Customer did not leave a comment.

LEONARD S.
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Customer did not leave a comment.

Hunter M.
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Customer did not leave a comment.

Shannon K.
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Customer did not leave a comment.

tracey W.
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Very nice

Leslie C.
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great service...no need for improvement.

Will S.
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Customer did not leave a comment.

Kevin P.
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Customer did not leave a comment.

No reviews have been submitted for this location.

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