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

Rating:

4.0

The furniture pads were not in the vehicle when it was picked up - I needed to go to a new location for them. Additionally, the App was not working and required multiple call to customer service.

Rating:

1.0

The worst rental experience ever. Called the day prior as I saw thsi location had some complaints, representative was very helpful and even called the location to straighten things out. When I got to the location for the mobile pickup, the reservation showed but would not allow me to preceed due to "no equipment rented for this day" or some such nonsense. After being on hold for 30 minutes out in the freezing rain teh rep tells me that she was "updating" my contract, which means changing it completely. The attendant at the gas station said there was a mileage discrepancy on my van and in another 30 minutes he finally figured it out. Had to stand at a gas station and take photos of my drivers license on a box of oil cans. With their mobile app, UHaul wants you to work for them so they don't have to hire people to help you at a counter. Then there were last minute upcharges for insurance and who knows what making a 3 day rental and 200 miles of travel cost almost $400!! This is a terrible, confused and on the cheap company beware.

Rating:

3.0

Just ok did not help at all just collected keys.

Rating:

1.0

The man at the counter was not helpful whatsoever. Did not seem interested in helping either.

Rating:

1.0

I had arranged for movers through U-haul to start at 9:30 am on 3/30 since I had a 9 am pickup reservation. I called Isaac 30 - 40 times beginning at 8 without a response. I texted and sent email messages too. The 10’ truck was not returned until 10:25 am and only 7 of 10 prepaid for blankets were available. Because of the delay, rain started while my son and I were en route to the new location. It was a down pour that should have been avoided. To add insult to injury, the gas tank was quite low, under half full. I am 68 and this was an outrageous experience. How can I get a full refund.

Rating:

1.0

I wouldn't recommend anyone use this location to rent their U-Haul. It took us over an hour to actually get the truck that we booked. The man at the counter kept trying to charge us a $15 insurance fee that we asked to be removed, he then cancelled our entire reservation instead. We had to rebook everything by calling UHaul back. The truck was dirty with half full cups of soda in it and only 43 miles to empty in the gas tank. They then charged me $10 for gas milage, even though they specifically told me not to put gas in it because I had only gone 11 miles. The man at the counter was extremely rude and not helpful. He kept saying that he doesn't work for UHaul and couldn't help us with anything. Then, when we dropped it off, a different man just took the keys and told us there was nothing we needed to do, we just needed to check out online. Which wasn't an option anymore after the morning issue we had with the reservation. So when we called to check out the customer service told us we needed to do everything through the location. Which we couldn't do anymore since we didn't have the keys. If you have a choice, do not rent from this location. It was a nightmare.

Rating:

3.0

The pickup and dropoff process needs to be easier. Once you get the vehicle you're golden.

Rating:

4.0

App required to me emergency contact please help write down but still required password lease this so annoying, app so difficult especially when i was confirming app lagg log out I couldn’t understand this app make update anda how to find car and find key information give us

Rating:

2.0

We requested moving equipment (dolly and blankets) and did not receive them

Rating:

3.0

Pick up process was smooth and the agent on site was very helpful. But drop off was very contentious with a very difficult agent. Had to escalate to the area manager who did an excellent job resolving the issue.

Rating:

1.0

This was the worst experience! The guy at the gas station was rude and would not help me just handed me a phone number to call for the release of a key and when I called nobody picked up. I was standing there beside myself just waiting. When I finally got a call back And got the key. There was no gas in the van and the tail lights didn’t work on the van. Don’t go to this location not even safe. The guy on the phone was totally unprepared.

Rating:

2.0

safe move was added to the final charge, when i had declined it during the booking as i have ins. coverage for this. the about of the rental including that on the final invoice was $46 and change, yet $72 has been deduced from our account. have opened a "dispute" on the safemove charge, but now i have to call back as didn't notice the amount actually deduced was more than in the email invoice.

Rating:

1.0

I will never use this location again. Overall hassle when I had an exceptionally stressful day ahead. The truck was not parked behind the building, as the other ones were. I had to walk around, looking for it and finally located it parked on the street. I discovered the truck was unlocked, and a man was sleeping inside!! The seat was significantly ripped and a seat cover that didn’t cover it. I could not go back because I was already late. It scratched up the back of my coat because I had to sit in the ripped seat. Yes, I have pictures. Checking in just to get the car was a hassle. Staff at gas station was rude and unhelpful. When he said I need to call someone else and not do the remote :self checkin, he was mumbling and I couldn’t figure out what he was saying. When I finally got in touch with someone on the phone, he was pleasant and accommodating. I will not use this location again ever. Too much of a hassle.

Rating:

1.0

The truck i booked was not there and i had to wait a very long time to reach anyone by phone to solve the issue,

Rating:

2.0

Pick up process was unclear. The clerk at shell said to do it online, and the U-Haul app said that my reservation was not compatible for online pick up and to call U-Haul customer service. I was on hold with customer service for 20 minutes with no answer after being estimated 10-15 minutes. So I asked the clerk for the direct phone number of the U-Haul manager, who didn't answer, but texted me back and got it sorted. Then once i got my truck, it didn't have the dollies and furniture pads that i paid for. I would recommend going to a different location to rent a moving truck.

Rating:

1.0

Very poor customer service. Seats on truck were ripped. They didn't have the dolly and pads I orders so I had to drive 15 miles round trip to get them (and of course i got charged for that mileage. I had to rush, because by the time I got hold of someone to help me with my dolly / blankets - and where to get them, I was already an hour in to my four hour rental. Highly recommend just going directly to a large U-haul place and skip the local ones - especially this one.

Rating:

1.0

was very disappointed in the entire experience - it took 40 minutes for someone to be able to help get me keys to the uhaul, making me late for a planned pick up. the uhaul representative I spoke with on the phone was not helpful in the least, and the men at the gas station were unable to communicate effectively to let me know the issue. I ordered a uhaul and got confirmation of location for a 9 ft van, but then the location AND The uhaul rep said that not all locations service the 24/7 rentals, even though I had a literal confirmation email that I was to pick up a van there. it was an absolute mess and I should get a refund.

Rating:

1.0

Pick up using the mobile check in was a disaster. They don’t tell you that the uhaul may not actually be parked at the location. Ours was parked three blocks away, and we had no idea where. The app simply said check street parking. Are we really having to check street parking within a three block radius of the pick up location? None of the items we rented (moving pads) were in the truck, and the online check in process isn’t efficient. At the last minute you’re required to provide the phone number of a reference, who uhaul then calls. Luckily mine answered, but if they hadn’t I wouldn’t have been able to pick up the truck at all. Never renting this way again.

Rating:

1.0

Returning the truck via the app was easy. However, when it came time to drop off the key, I couldn’t find a drop box. I went inside the gas station, and the attendant said they don’t accept U-Haul truck drop-offs and told me to go elsewhere. I mentioned I had already dropped it off via the app and noticed other U-Haul trucks/vans parked in the lot. He seemed annoyed but eventually took the keys, though he wasn’t very friendly. I wasn’t sure if I should leave the keys with him, but I contacted Amber through U-Haul Live Chat, and she confirmed that the return and contract were successfully completed. So, all good in the end.

Rating:

1.0

The extra equipment I ordered was not in the truck

Rating:

2.0

Operator of the gas station was hilariously unprepared and inexperienced renting the truck. Took probably 30 minutes to get the key despite the fact I had previously checked in on line. I was also told that "we do not have dollys" despite having reserved one.

Rating:

1.0

I picked to check in with a person at time of pick up. The person who was suppose to be there wasn’t. The gas station attendant was so unhelpful and had the persons contact, when giving me the number the person never answered finally after 45min he called him when that’s all he had to do the whole time. He wouldn’t give me the keys to the truck and said I need more than a reservation number that I need to check in. However since I chose pick up in person and not online check in none of this stuff was an option for me. Mostly you just shouldn’t be able to pick in person if no one from U-Haul will be there. It was such a stressful situation and the gas station guy was so unhelpful and rude. Also I called uhaul and was on the call for 30min and nobody answered or had been so long I hung up at that time the person answered the phone. I had a 9am reservation and didn’t leave until right before 10. And then there was only a quarter tank of gas. All and all 0/10

Rating:

1.0

very poor service, if you really care then feel free to reach out to me directly

Rating:

3.0

I didn't realize how critical the U-Haul App was in this process. The location couldn't do anything without the App being filled out and it was clumsy and annoying.

Rating:

2.0

The pickup instructions were not clear. I called a few times to get the phone number so that I can begin my rental but no one picked up the phone

Rating:

1.0

Words cannot express my disappointment with this experience. For anyone else renting from this location in the future, be warned that this location does not follow typical U-Haul protocol. You will have to spend 30+ minutes on the phone with customer service so the gas station attendant will give you the key to your truck. You will not get any of the extra equipment you ask for (you may get lucky and the last customer will leave something else in the back). Use a different location to have a chance of having a good experience. How U-Haul can improve for the next customer: close this location.

Rating:

1.0

Check in process was completely absurd and took 40 mins. There was no person to assist, gas station attendant claimed to have zero knowledge or association with the van. I returned the van a day early and went through the return process fairly easily however they called the next day to say they could not locate the van. Chaotic process overall.

Rating:

1.0

No gas in the truck. No dollys at this location. Did not check my identity. Gas station attendant spoke very little English.

Rating:

2.0

You should instruct people that they need their precise location on, not just location, or update the process so that the location works without that. I was literally standing on the pin it was directing me to on the map and it said I was in the wrong location. The guy inside was NOT one bit helpful when it said to please go inside for assistance. It was very frustrating.

Rating:

5.0

Streamline the app so that most info is entered beforehand and not when picking up vehicle. Non intuitive and confusing to navigate. Personal reference was utterly confused when contacted, and unnecessary when the account has been active for over a decade. Lots of precious time wasted and delays for authorization. Spend $25 extra money to make up for lost time to arrive on time for a prepaid sailing appointment.

Rating:

3.0

if you say you’re using an app to do contactless rentals, use the app. dont make me talk to people. not a single truck was set up for contactless rental- all the boxes where the keys were stored were empty. i had to go inside and pick up the keys from a gas station attendant. he didnt know how to use his end of the app so it took half an hour on the phone with customer support. this is the opposite of frictionless. what a PITA

Rating:

1.0

U-Haul customer service on the phone was great! The clerk at the location (not the one on the phone) was not helpful AT ALL.

Rating:

2.0

Please make it clear that there is no Uhaul office there. I did not do the online pre-checkin because I had selected to come during "office hours" and take care of it on-site, but it is literally just a gas station where a few Uhauls are parked. There are signs on the gas station building stating that it is NOT a Uhaul drop-off location; I think they mean not to park your Uhaul against that particular wall, but it's very confusing. Any kind of signage indicating that you're in the right place and that the key pickup/drop-off is at the counter inside the gas station would be extremely helpful. The general instructions in the Uhaul app regarding what to look for are not accurate for this location.

Rating:

1.0

The U-Haul was not ready for when I had my reservation. The customer service team at the facility were very rude and unhelpful. I spent over 20 minutes on the phone with the by waiting on hold or friendly talking to a representative, who was able to help, however I still have not been credited, the U-Haul $50 guarantee. Overall disappointed as I have been a big fan of U-Haul in the past.

Rating:

4.0

The uhaul app doesn’t work. More clarification on pickup instructions BEFORE pickup would be helpful

Rating:

1.0

The app doesnt work and rude customer service. I dont think I will be using your products anymore

Rating:

1.0

The drop off was a terrible experience. The personnel at the location said they do not accept trailers. When the manager was contacted, he was very aggressive and rude over the phone.

Rating:

1.0

Make sure the supplies that are rented ahead of time are actually there in the truck.

Rating:

3.0

There was blood all over the passenger door and the moving blankets were scattered all over the back. Otherwise, the experience was just fine.

Rating:

2.0

The gas station attendant was rude. I purchased a furniture dolly and he lied and said they don’t have them. Then after arguing with him he got it from the back.

Rating:

2.0

The entire check out/ in process was a little complicated and asked for a bunch of things that I was not ready for- this should be in the check in instructions before you arrive. I would have done my check in differently if I had.

Rating:

1.0

The attendant at the pickup location was completely unfamiliar with the pickup process other than knowing that he needed to receive a truck number in order to provide us with keys. The truck's air conditioning did not work. There was no ramp on the truck. The truck had no gas in the tank when we received it.

Rating:

3.0

I only had a furniture dolly and I payed for a utility dolly as well, like, it really made sad. I was really excited to use it, and it would have been really helpful. I was expecting more. Shame. I’m just playin, but if I payed for it… I feel I should get it.

Rating:

3.0

Have someone onsite who is customer friendly and can understand and communicate English. Andrew was nice, but the attendant was not.

Rating:

4.0

I was not given the trolley that I rented but other than that - it was a clean and great van! No issues!

Rating:

1.0

second time renting a uhaul.... once again not a great experience at all with pick up. When trying to pick up the keys the only person who could do it was the gas station employee who told us how to get the truck number so he could give us the keys. i had already completed my online check in, but when i was trying to find the truck number you can't do that thru the uhual website you can only see the reservation number no other information. i downloaded the app but every time i tried to sign in on the app i would get a sever error message. Pick up sucks so bad... do better, stop trying to just make everything on an app or online, hire employees who know what they are doing (and pay them well too). idk

Rating:

2.0

When I picked up the truck my reservation had to be redone over the phone due to an error in the app, cutting into the time I needed the truck for. When I dropped off the truck the location did not close out my contract or provide any support/clarity that the return process was complete after multiple attempts by me to confirm. I had to call Uhaul support multiple times to resolve. I would not recommend these satellite locations to anyone in the future.

Rating:

3.0

Apps is really frustrating and the people working were not helpful

Rating:

1.0

Did not include any of the dolly’s I paid for. Made my move 10x harder. 0/10 would recommend. I want my money back.

Rating:

1.0

Truck was not there when I arrived.

Rating:

2.0

We could not get our truck because our android phone would not allow us into your system to get the number we needed to release the truck. It took forever and the people there took forever to give us the right number to call someone for help. Took one hour

Rating:

2.0

Being forced to use the app to pick up and drop off is miserable. App glitches and crashes when you try and complete all the steps. Took over 35 mins to pick up and had to get on the phone with customer service. Had issues and drop off as well. App didn’t register my rental. Said it had no record of it even tho I had the truck for 7 hours. Had to get back on the phone with support just to turn the truck in. Took another 35 mins. Wasted so much time. Location is a gas station and the employees are little to no help and just hand you a key without even checking things out. I rented and paid for. A utility cart/dolly and didn’t receive one. Location couldn’t be bothered to help me or offer me one. And customer support couldn’t refund me the cost and said I had to file an official complaint to maybe get it refunded.

Rating:

1.0

The representative had terrible customer service skills. In addition, my reservation was changed to this location a day before and they didn't have the equipment I ordered. Also, I had to wait 45 minutes before everything was figured out to get my rental, causing me to be late and behind my planned schedule. Zero stars.

Rating:

2.0

Truck was full of trash, floor dirty and previous user bit off all of their fingernails and left them in the passenger seat and floor. Totally disgusting! People at the station either didn’t speak English or acted as though they didn’t. Couldn’t add an extra driver so I had to drive the entire way after waking at 4:30am, taking the early train at 6am and loading the truck. Horrible experience! Truck was absolutely disgusting!

Rating:

4.0

Although I had a good experience with the equipment, it was not clean, when I tried to pick it up i got no help whatsoever from the counter person, he finally pointed to a number with a Uhaul representative who helped, then when returning it, the app didn't work so I had to call and someone suggested using the webpage which worked ok.

Rating:

3.0

No. The furniture dolly wasn’t there and I paid for its use.

Rating:

1.0

Location is paired with a gas station and does not have a uhaul rep on site. You have to check in online and then provide the truck number to the gas station clerk. There is no help outside of a few phone numbers on a sticky note on the wall. They do take care of their vehicles, but they are parked with no real consideration of actually being moved. The complete lack of any assistance and the attitude that I was given drops this down to a zero. Find an actual uhaul site.

Rating:

5.0

The location was great, however the verification process took a long time - over 15 minutes.

Rating:

3.0

Overall the process was a little tedious. Had to have UHaul call 3 of my contacts to verify me in order to get the truck. There was no warning for this and I had to waste 30 minutes at the location before I could get the truck. Then returning was also tedious with taking pictures of everything. No warning for this either.

Rating:

3.0

This location was a outside drop-off behind a gas station. The cashier was not cleat about the process. I call the 800 #

Rating:

2.0

They were extremely unprepared for a pick that was scheduled far in advance. They didn’t leave the key in the box, the truck was blocked in by several other trucks. If I had picked up after hours, I wouldn’t have been able to leave.

Rating:

2.0

My equipment was changed then charging me more, pick up was not seamless, truck had 1/4 tank of gas and not much room to park truck. wont be renting here again.

Rating:

2.0

Make sure supplies are at the location. Make sure the location. Leek is aware of the details of the rental.

Rating:

1.0

Maybe it’s not such a good idea to place trucks behind gas stations in alleys that are not well lit!! Picking up this truck at night, I felt very unsafe. My Farr was prolonged due to issues The app and long support wait times. I will never and would never recommend this location to female drivers!!!

Rating:

5.0

Trucks are located right outside the Shell. Brand new trucks. Very clean and working well. Lockboxes are on the wall against the back of the shell. So easy!