Customer Reviews for H&M Citgo
(U-Haul Neighborhood Dealer)

322 reviews

103 Rhem St   New Bern, NC 28562

(252) 638-2494

Location Hours

  • Mon-Sun: 12 pm - 10 pm

Services at this Location:

Contact Us

(252) 638-2494

103 Rhem St
New Bern, NC 28562

Services at this Location:

Location Hours

  • Mon-Sun: 12 pm - 10 pm
  • Free towing inspection
  • 24 hour customer return

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.

Overall Rating:

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Rating:
2.0

Customer did not leave a comment.

Denis B. 
Rating:
3.0

The truck I ordered was not there. I don't think it is the Citgo's fault. It turned out okay to use a lesser truck.

Mary C. 
Rating:
4.0

Customer did not leave a comment.

Patsy S. 
Rating:
4.0

Customer did not leave a comment.

Phillip S. 
Rating:
1.0

The vehicle we were given was old: manual everything and no cruise control for a cross-country trip! The available vehicles in the entire New Bern area was extremely poor. This location didn't offer many supplies (boxes, tape, rope, etc.). We had to go to another location to purchase those items.

Alisa A. 
Rating:
3.0

Customer did not leave a comment.

Shatara G. 
Rating:
1.0

Was never properly checked out . Gas was put the same in as the way we checked it out however U-Haul charged us 6$ gallon for what they said was in it

tina S. 
Rating:
3.0

Customer did not leave a comment.

Donna W. 
Rating:
1.0

This Uhaul experience was absolutely horrible. We made a reservation 1-2 weeks in advance for a Wilson pickup. Then we get a call days later saying Wilson doesn't have what we need so a new reservation is made in Pinehurst. A couple days later I get ANOTHER call saying Pinehurst doesn't have what we need so we have to go to New Bern, an hour away. Not one 15ft truck within an hour of us apparently. Not only do we have to travel an hour for our truck and tow dolly but the place doesn't open until 12 which severely put us behind on moving. So, moving day arrives, a very stressful day, we travel an hour to New Bern, and there's no truck for us. Of course there's no truck, it's very clear Uhaul has no idea what they're doing when they have to constantly make and break reservations because they can't keep track of their equipment or properly hold equipment for a reservation. The manager tells us they'll have a truck at 3 at the earliest then tells me they found a truck for us 20min away and reserves it but I have to go back to their location for the tow dolly. So after our FOURTH reservation we finally get a truck spending three hours of our move day to make it happen. I cannot see myself ever using uhaul again.

Justin C. 
Rating:
2.0

Personnel was unsure of the process of how the rentals worked. I had to redo all my information on his personal phone and it took way longer than it needed to.

MARK EDWIN L. 
Rating:
5.0

Customer did not leave a comment.

tyler W. 
Rating:
2.0

this location needs to be better maintained, and needs to keep better hours. Who ever heard of a gas station opening at 10a? And then to make matters worse, they were 20 mins late to open on at least 2 occasions. The attendant was overwhelmed as he had to work alone but he was pleasant and composed

Nancy C. 
Rating:
4.0

Location fine, some of the shady people in the neighborhood make you keep your eyes open.

David B. 
Rating:
5.0

Excellent service both getting and returning the truck.

John D. 
Rating:
5.0

Customer did not leave a comment.

Marianne F. 
Rating:
5.0

Customer did not leave a comment.

TAYLOR A. 
Rating:
1.0

Didn't have my reservation. Had to leave my car and drive 25mi to next location to pick up half my reservation and then back to get my car. Location was unprofessional. Less efficient than a child's lemonade stand.

Maddox B. 
Rating:
5.0

Customer did not leave a comment.

VANCE H. 
Rating:
1.0

The drop-off time was their opening time of 10:00 AM. We arrived at 10:05 and the store was not open. Their were several cars in the parking lot waiting to pickup or return trucks. Parking was very limited. I called the store where I picked up the truck and they said to get the U-haul app and do a self checkin. By the time I got the app, figured it out, took all the necessary pictures and followed all instructions it was 10:55. The store was still not open. We had a 4 hour drive ahead of us. Gettin delayed for an hour was annoying at best. This location should not be approved by U-haul. It gives them a bad name.

DAVID M. 
Rating:
3.0

Customer did not leave a comment.

JOHN S. 
Rating:
1.0

Booked pickup for 9 am. Arrived at 9 but the location was not open. The app said it opened at 10. So we left frustrated and returned at 10. The location was still not open and given the location's poor condition it crossed my mind that the place was out of business. We called another u-haul rental in the area which connected us with u-haul scheduling in order to find us another truck. By this time it was 1030 and the owner of the location finally arrived to open the business. U-haul scheduling promised us a $50 rebate for the trouble which has not been received. Poor service all around. I will likely use a different company next time. Poor service all around.

Jeffrey T. 
Rating:
5.0

Customer did not leave a comment.

SCOTT I. 
Rating:
2.0

Took forever for them to get logged into their system to find my reservation and the station is just run down in general. They have outdated gas pumps. Etc

Lisa G. 
Rating:
3.0

Customer did not leave a comment.

DAVID O. 
Rating:
2.0

Easy drop off and the staff were good but the parking area was limited and the convenient store was more interested in selling lottery tickets than dealing with a rental.

Bruce O. 
Rating:
5.0

There's nothing to improve Steve not sure of his last name but he went above and beyond the call of duty for me and my family thank u u-haul!

lillian B. 
Rating:
4.0

Customer did not leave a comment.

Linda C. 
Rating:
2.0

Person on duty was rude and did not follow any COVID protocol. I will change my drop-off location for my big move in June to avoid this place.

Jeff L. 
Rating:
5.0

Customer did not leave a comment.

STEVEN M. 
Rating:
2.0

I would NEVER deal with this location again. He was not only rude with me, but after I finally got the keys and started the truck, the gas gauge was almost 1/4 of a tank less than he said and when I went back in to show it to him, he irately said take a picture of it, I'm tired of dealing with you and I was the patient one.

mark B. 
Rating:
3.0

Customer did not leave a comment.

RICHARD P. 
Rating:
5.0

The young man who helped us was knowledgeable and friendly. He really made our first U-Haul experience a good one. It's easy to find and get on and off the highway too.

Jonah B. 
Rating:
1.0

Proprietor would never answer the phone prior to showing up (called 5x over the course of 24 hrs. Once I got there he was not very friendly. Would rather go somewhere else.

Stephen W. 
Rating:
1.0

Facility was very dirty and the guy was smoking in the store. The Uhaul was not cleaned at all and was very dirty. So much for COVID cleaning, had to do that myself. This company did not even attempt to make an effort. Uhaul should reconsider this location.

GARY C. 
Rating:
5.0

Nothing service was great

RONALD C. 
Rating:
1.0

The location was in a area I wouldn't recommend. The way you had to get the equipment was a little ridiculous. The trailer was there however it had gravel in it, a 2x4 and a mt dew bottle. The person that helped me had no idea how to hook up the trailer, thank goodness I did. I was very sketchy of this location and will never go there again.

THOMAS J. 
Rating:
4.0

Customer did not leave a comment.

STACY R. 
Rating:
5.0

Keep up the great work

ELLEN W. 
Rating:
1.0

The man who operated this "store" was rude, cursing and not very customer oriented. Did not enjoy his attitude. Also, he was supposed to supply a dolly and didn't and even though I called U-Haul twice I never got credit for it and ended up having to pay for something I didn't get. Worst U-Haul experience ever!

KENNETH S. 
Rating:
3.0

My drop off location was given to me for two states south of where i selected I was going. I discussed this at the pick up location and they assured me it would not be a problem to drop it at any uhaul location at my destination. I was going to be charged an extra fee upon drop off and had to spend 30 minutes on the phone to get it ironed out.

Ian W. 
Rating:
5.0

Customer did not leave a comment.

Dion F. 
Rating:
4.0

Drop off after hours was easy and the person that confirmed my equipment return the next day was polite!

Monica S. 
Rating:
1.0

i was charged for 3 days even though i brought it bach 24 hours later .The owner of store dod not speak good english and was rude

phyllis W. 
Rating:
1.0

I asked for contact free check in and out. Man came out of no where and jumped in the truck while I was taking picture as directed by the online truck check in process. He was extremely rude...did not introduce himself and demanded I give the keys to him not the drop off box. He did not have on a name tag nor a uniform. How was I suppose to know if he was legit. Worst Customer service experience ever. No mask and did not Social distance. This man even raised his voice at me.

Onjaleka W. 
Rating:
2.0

Got yelled at when I put the trailer in another area because there was not available areas to put where staff told me to put it. Not a very inviting location.

Stephen C. 
Rating:
5.0

No Comments

James H. 
Rating:
5.0

Customer did not leave a comment.

thomas Z. 
Rating:
5.0

Very professional

Tammie L. 
Rating:
5.0

Customer did not leave a comment.

candie L. 
Rating:
1.0

Customer did not leave a comment.

Jeff H. 
Rating:
5.0

I was completely satisfied with the overall experience. Thank you

Shamus L. 
Rating:
1.0

The guy was smoking when I walked in to the store and was giving a hard time because I dropped it off a day early. Will never return to this location

Marc B. 
Rating:
1.0

The Dolly and the furniture pads that were paid for were not supplied. The worker at the location had no knowledge of services.

Michael D. 
Rating:
3.0

A single attendant at a busy gas station had to deal with multiple customers and it just took too long to complete the transaction. The attendant did an excellent job of juggling other customers along with my rental but I would look for another location next time.

David H. 
Rating:
1.0

Attendant was not on time for me to retrieve the equipment. Also during drop off he was oblivious to the coming and going of dropping off the equipment. Stated that he was locked out of his account for Uhaul. Will never use this attendant again and would suggest to not use them as a distributor.

MICHAELA S. 
Rating:
4.0

Customer did not leave a comment.

BRAD G. 
Rating:
3.0

Customer did not leave a comment.

cline J. 
Rating:
1.0

The sales person was more interested in his store and very rude

Jack H. 
Rating:
2.0

The young man at the location was very helpful and knowledgeable. There was no problem renting the equipment. The location however is a pit, and not someplace I would, or will, ever go again.

Bob P. 
Rating:
3.0

My contract indicated 24 hr drop off and stated a phone number to call however they do not answer the phone before 10AM. Instructions should have indicated this or instructed to call 1-800 uhaul instead which I ultimately did. They were very responsive when I was able to contact this location so overall everything is good.

Terance H. 
Rating:
3.0

Customer did not leave a comment.

Willie R. 
Rating:
3.0

Customer did not leave a comment.

Nicole L. 
Rating:
1.0

Customer did not leave a comment.

Robert H. 
Rating:
5.0

Customer did not leave a comment.

PAT M. 
Rating:
4.0

Customer did not leave a comment.

Johanna G. 
Rating:
4.0

Customer did not leave a comment.

Kathleen F. 
Rating:
3.0

The checkout process took 1.5 hrs and that was after I had made online reservations the night before hoping to make it a easier. I don't think the issues were with the local center but rather with the Uhaul system. It is as finally completed via a phone call and having to provide all my info again verbally. I was hoping to get some sort of discount for the inconvenience.

Rick K. 
Rating:
4.0

Customer service was excellent!

james L. 
Rating:
5.0

Customer did not leave a comment.

Tom T. 
Rating:
4.0

Customer did not leave a comment.

Susan S. 
Rating:
5.0

Customer did not leave a comment.

Terry G. 
Rating:
4.0

Customer did not leave a comment.

Nancy B. 
Rating:
5.0

Document any damage with photos. Also, make sure the gas level is accurately documented. All of these issues are your responsible to document so don't be charged for anything you didn't do.

Kyle Z. 
Rating:
3.0

(Day before) Check In process was lengthy and full of interruptions as this location only had one clerk, and since this was at a gas station, it took longer than it should have. The rental process required multiple inputs of my information including the credit card that I was using from my place off employment. (day of pickup) My ID and credit card information had to be re-inputted into the system as it was not saved - and I didn't have the credit card I used the first time due to it being a holiday - so this ended up using a personal credit card. The young lady was very pleasant though very distracted with customers in and out of the store. Returning the rental was much smoother and went off without a hitch and the emailed process of the receipt was accurate.

clifford B. 
Rating:
1.0

The equipment didn't have all the necessary cabling. Then apparently I was given blankets I never accepted. The lady left them upstairs on a balcony wanting us to retrieve them with no help. Upon returning the trailer the 15 blankets she handed us were in the trailer along with the dolly. Only when I returned the trailer did I find out she added more to my count. Needless to say, I had to pay for missing uhaul blankets. This company has ripped me off every single time I have used them. The only reason I used them this time was it is the only company I know of that rents enclosed trailers.

Chris R. 
Rating:
2.0

Have the unit ready at time promised. This location is a Quick stop and caters more to lottery ticket buyers. Slow to service uhaul customers' needs.

DANIEL K. 
Rating:
3.0

The young lady who checked me in and out was Excellent! This was my first time renting from Uhaul where I was able to use my phone to verify damage, mileage, cleanliness, etc. I like the idea of that new ability, however, the app crashed on me three times while trying to upload photos and submit my responses. Overall the rental was satisfactory. The beginning mileage was off by 8 miles. I tried to document this, but as I mentioned above, the app crashed multiple times. I will still continue to rent from Uhaul.

SHAUN S. 
Rating:
3.0

The rental place DID NOT STATE, RETURNS HAVE TO B WHEN OPEN. THEY TRIED TOO GET A 15 DAY LATE FEE WHEN TRAILER WAS RETURNED B4 TIME!!! YOU MEAN TO TELL ME, NOBODY NOTICED EITHER WAY UNTIL 15 DAYS LATER. COME ON. GET REAL!

Tony M. 
Rating:
1.0

Truck had an awful odor. Staff was rude, and was not informed on how to rent a uhaul. My wife had to do all of the computer work for them behind their counter. And after having a reservation they gave our truck away. Thankfully they had one brought in from another location. We were in the middle of trying to evacuate a hurricane. They had no right giving our truck to someone when we had reservations.

robert M. 
Rating:
5.0

Customer did not leave a comment.

Steve K. 
Rating:
1.0

H&M should not be used for UHaul rentals. One employee on the store at the time was not familiar with the check out process and could not handle my prearranged reservation. Ended up making a new one with my wife's info but did it incorrectly which started a whole mess of errors with UHaul from there. Wasn't a safe location either - multiple abrasive customers to the clerk, who also stated that he had been on the job for one week, but was working by himself.

Kathryn E. 
Rating:
1.0

The staff arrived 15 minutes late. Very disorganized. Location was not the best. They did not go over the vehicle with me to determine if there was any damage.

Matlynn Y. 
Rating:
2.0

Customer did not leave a comment.

eric W. 
Rating:
2.0

They didn't do a walk around I had to go out of my way to get this one I was supposed to pick up in Morehead nc

Nicolas H. 
Rating:
1.0

Customer did not leave a comment.

Marquez S. 
Rating:
2.0

I arrived at the location and they did not have my reservation on file, the employee had me come behind the counter at the gas station to help her plug in the reservation information on very dirty and unsanitary laptop. It took over 25 minutes for her or me rather to confirm my reservation. They also did not have anyone to help me hook the trailer up nor could the employee come out and show me how to do it for two reasons that were stated to me , one she was the only person working at the gas station and two she was due to have surgery that day . It took my daughter and I over 20 minutes to hook the trailer up . The running lights did not work on the trailer which, I did not know to check because I have never rented a trailer before myself. I got home shortly before my husband got home from work and informed me that the running lights were not working. This was a huge safety hazard for us because we were traveling at night. Overall, the trailer was a huge help because we have a very big family and we needed all of the storage for our vacation however, I would not recommend this location to anyone and I was completely dissatisfied with the service.

Crystal V. 
Rating:
1.0

Equipment was not legally road ready. Lights were broken.

Arther G. 
Rating:
1.0

You could close this location of U-Haul and let the other locations handle his business, because the guy was a complete idiot. I did everything online and all I had to do the pay was run my card, and it took one hour and four times of re-registering for me to finally leave. Not to mention the arguing and grading of other customers while trying to handle me, and smoking.

Glenn P. 
Rating:
1.0

Staff member was rude, greeted me by asking "what do you want?" Did not help me hook up trailer to my vehicle (I'd never towed anything before.) Was smoking cigarettes inside the store. Was more concerned with selling other customers lottery tickets/cigarettes than getting my checked in. I will not return to that location.

Jonathan H. 
Rating:
5.0

Customer did not leave a comment.

Douglas C. 
Rating:
1.0

My reservation was changed 2 days prior to pick up. My chosen trailer was not available at first location despite reservation being placed weeks in advance. UHaul changed pick up to a location 23 miles away. After many calls and getting transferred from agent to agent in customer service, the trailer type was changed and scheduled for pickup at this location. It's a gas station and convenience store. Attendant found reservation on computer, but couldn't process it. All my profile info was there including tow vehicle and license. Several phone calls later, I was able to complete process on computer. Trailer was missing wiring harness and I was left to “borrow “ another harness and hook up trailer and lights myself.

John B. 
Rating:
5.0

Customer did not leave a comment.

Jeremy B. 
Rating:
1.0

Terminate U-Haul's contract with this location. The was no customer service. After contacting U-Haul Customer Service about an unauthorized charge for Safemove coverage I went to the P/U location to resolve the issue and the P/U location personnel would not talk to me and yell to contact U-haul.

Stanley G. 
Rating:
5.0

Customer did not leave a comment.

Gail H. 
Rating:
5.0

Customer did not leave a comment.

Shelly H. 
Rating:
5.0

Customer did not leave a comment.

Shaqueta A. 
Rating:
3.0

It did the job-sweet lady working!

Johanna G. 
Rating:
2.0

Customer did not leave a comment.

rebecca P. 
Rating:
2.0

I entered my own info in computer and hooked up the trailer myself, place too busy.

andrew P. 
Rating:
3.0

N/A

CARRIE J. 
No reviews have been submitted for this location.

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