Customer Reviews for Hanover Street Carroll Motor Fuels
(U-Haul Neighborhood Dealer)

Rating:

1.0

Rental agent could barely speak English. Not sure what happened with all my settings from my reservation, but agent changed the drop off location. All of the pre-pickup registration, etc had to be done during pickup. Waste of time and annoying.

Rating:

2.0

I ordered the truck to come with 2 dollies and furniture pads. Neither were there. This really screwed up my move. At that point, there's nothing that can be done about it.

Rating:

5.0

I was pleasantly surprised how fast and easy the ‘check in’ process was.

Rating:

1.0

Dealer changed reservation added safe move coverage. The gas was not at point that was specified on documents. I notified dealer he verbally said ok just bring it back on actually point. When u returned there was another dealer there who charged me for gas. I was never given a receipt. All together I was charged an extra $20. Not happy at all. I will never go back to this location. I rented the same U-Haul the day before from belair rd location didn’t have any issues.

Rating:

5.0

gas station attendant was great to work with despite having to also work with other customers. He checked me in and out and also handled the other customers with ease and courtesy.

Rating:

3.0

Include the dolly that I requested. The area I picked up the uhaul in was also sketchy.

Rating:

5.0

Very easy smooth sailing transaction. Which I really appreciate bc the move in itself was very frustrating so it was good to have a great experience with getting the truck and really good customer services from the guys who did my transaction.

Rating:

5.0

Very easy to purchase and affordable

Rating:

5.0

Incredibly easy pick up and drop off… Rent here with confidence!

Rating:

5.0

Easy and efficient. Highly recommend this location.

Rating:

5.0

Explain where the kiosk is for after hours

Rating:

5.0

The gas station attendant was super friendly and cooperative. We are very pleased with the services we received.

Rating:

2.0

I did the online process and it still longer to get the keys in person, the guy then tried adding in the optional charges I did not originally select and did not think I would notice. No customer service friendly but came, got a truck, returned the truck, and was done.

Rating:

1.0

Close the location

Rating:

1.0

I don't believe this is the best dealer to offer U-Haul services to the public. When I arrived at the gas station to pick up the van that I rescheduled to receive, the service provider got into a debacle with another customer because he was black. The African American man was just trying to buy some snacks and I was trying to get the van and we did not know each other. The U-Haul dealer could not keep his focus on me and the transaction that was already pre-scheduled because he said he didn't trust The Man behind Me and he thought he was going to steal some merchandise so he asked the African American man to go in front of me to get him out the way. They got into a back and forth, the African-American man apologized to me, paid for his items and walked away. When it was finally my turn to receive the van I had scheduled, the last step the dealer said I had to complete was to offer him information for a secondary associate, family member, or 18 plus child as a backup to retrieve the van. Because I did not have anybody that I knew clothes and I didn't have any friends, he became frustrated with me and cancel my reservation after I told him I did not have anyone else to be placed on my order as a backup in case anything happens. Him and I went back and forth so I can understand why this was a part of my registration and wasn't told to me beforehand when I reserved the vehicle and he said it's now part of the process and procedure and that I was giving him a hard time so he told me to have a nice day. After I took a step back and looked around the convenience area of snacks , I looked at my phone and found an old associate information and ask him could he reinstate my order and he said now I have to get a mini truck because the van now is preserved for someone else. He said the price wouldn't change but he would have to have me go through registration again and he would have to call the 1-800 number and let them know that there was a misunderstanding, I had a beneficiary or second contact and I can move on towards my purchase. After I finally got the keys, the U-Haul dealer decides to come out the booth of the gas station, apologize because he was frustrated and maybe I'm guessing because he had very little English and he may have a bias or prejudice towards black African-American men but he shook my hand and I drove off. I returned the truck 3 hours later without any issues or complaints.The way I was treated to even receive the vehicle was highly uncalled for and the way he canceled my reservation was totally disrespectful because what if I could not drive that big truck and only had patients for a van better yet him even having other trucks available after canceling my reservation was a blessing in disguise. I really think you guys should look into finding someone else to do the U-Haul dealing going forward.

Rating:

3.0

I booked a vehicle and was upgraded twice when I only needed a small vehicle but since it was cool to me I just went with it

Rating:

5.0

rental process is quite long and requires multiple submissions of drivers license and photo. Too many notifications are sent through the process and should be more streamlined once you have an account. Booking process is quite tedious with so many prompts attempting to upsell. This is unnecessary and is a waste of time.

Rating:

4.0

Process was easy and staff was helpful but the area isn't very nice.

Rating:

4.0

pickup was very straightforward with the uhaul app, no issues at pickup or drop off, would recommend to a friend

Rating:

5.0

Quick and easy check in and return. Very friendly

Rating:

2.0

They did not have the requested hand-truck/dolly that was paid for in advance. They also did not have the pre-paid for truck that I wanted. Additionally, I was never told about a security deposit even though I had a reservation/confirmation. I think clear guidelines and in advance preparation is highly required. Overall, thank god I was able to move my things with U-Haul. It was a much needed service that filled my needs.

Rating:

2.0

Location didn't have the appliance dolly I ordered. The shocks and breaks on the truck were terrible. Made me nervous driving it.

Rating:

1.0

The customer service was terrible. The gas station attendant made me wait while he broke down cardboard boxes and threw them away. I didn't know where is glass office window was so he had to yell at me to come over, did show me. Also, he had a very strong accent so could barely understand what he was saying. Returning was simple because the person apparently was smoking pot because the odor was strong.

Rating:

3.0

They did not have the appliance dolly that I paid for and the ENTIRE reason that I rented a truck was to pick up a refrigerator and needed the dolly. This is the third time that I have rented from that location and they have screwed me over.

Rating:

1.0

The person that gave me, the truck was very disrespectful. Very racist talked about my culture and where else from he was very disrespectful to other customers and never had this problem before renting a truck from U-Haul.

Rating:

4.0

It's a gas station and you return the key to the gas station attendant. Pretty simple process using mobile drop-off.

Rating:

1.0

Worst check in experience ever. One clerk on in a gas station/uhaul. Clerk was overwhelmed + the place was packed resulting in long waits. Not recommending.

Rating:

3.0

attendant was very helpful

Rating:

5.0

Great

Rating:

3.0

The van was extremely dirty

Rating:

3.0

The truck that I received had an alignment issues. The wheel was turned to the left to drive straight. Left door had a dent in it. Turning is hard sound like it’s low on power steering fluid.

Rating:

3.0

The truck didn't have the dolly and furniture pads. Once I started moving, I had to borrow a dolly.

Rating:

1.0

We ordered equipment that was not there despite being ordered 1 week in advance

Rating:

2.0

Workers more competent regarding check outs

Rating:

3.0

It’s also a gas station. While we were in the process of getting the truck people were also coming to the same person for gas & other items. Slowed the process down.

Rating:

3.0

The uhaul had garbage in it and the location took a long time to get me finalized for the rental. I would not go back to this location.

Rating:

4.0

None

Rating:

1.0

The attendant wasn't helpful at all. I believe he is trying to overcharge me for the rental because i didn't park it where he wanted when i returned it

Rating:

5.0

They were friendly and it was quick to get the truck. 👍

Rating:

5.0

The online checkin process is horrible. I had a six am reservation and had to wake someone up with a call... from UHaul. Why????? I was standing in the dark in a bad part of baltimore at 6am. Why not do the online checkin process a day ahead, like the airlines? 0/10

Rating:

1.0

The person working tried to have me use a truck with a parking brake that would not disengage. There was no fuel in two trucks. And the customer service was horrible. This may makes me want to rent some place else and I rent trucks a lot for my job. Zero stars never going there again.

Rating:

3.0

The cell signal in the back of the lot was poor, leading to difficulties checking in. Also, the truck had an engine light on the dash and only 1/4 tank of fuel.

Rating:

3.0

44559 was actual end mileage - even thou still under amount allowed, please update on your end. We returned Friday, 7/28 at 4:10 pm. No paper was provided when turned in so I simply wanted the mileage and note made that gas was fueled up to where it needed to be.

Rating:

2.0

The gas station was run down.

Rating:

5.0

Quick, Easy process checking the truck back in. Good Customer Service.

Rating:

5.0

work well done

Rating:

5.0

None

Rating:

3.0

The check-in process was confusing. Checking in online was not effective. When we arrived at the location, the check in through the app was not recognized/honored with the service person at the station. We still had to manually check in. If the check in process were smoother, the overall experience would have been better.

Rating:

4.0

It was convenient that the drop off location was a gas station, so that we could top off the truck. The personnel was very communicative and made the return process easy.

Rating:

3.0

See that truck is not beat up. Gas was insufficient. Made more trips locally, didn't realize it would be so rough with one person . More trips than expected..

Rating:

4.0

let customer Know that there is or isn't gas in vehicle i received vehicle on empty had to buy $15.00 gas cause not sure how many miles vehicle gets per gallon of gas returned vehicle with 1/4 tank of gas but per contract could have returned vehicle empty

Rating:

4.0

Be ready to inspect vehicle when it's returned.

Rating:

2.0

There were no clear instructions on how to get the key for the truck. The website or confirmation email should have included that. The only phone number that came up was for rentals and not troubleshooting. I waited on hold for rentals only for them to redirect me to troubleshooting to be placed on a longer hold. When they finally directed me to the counter, the attendant was convinced that I was not the driver because your system cut off part of my name. It took 45 minutes to complete what should have been a simple pickup. This whole ordeal was unacceptable.

Rating:

3.0

Provide a place indoors to sit indoors out if the cold while waiting. The person who attended was very good at his job.

Rating:

1.0

The location did not feel safe and the person assisting you is also running an entire gas station. Our check in and check out process was interrupted server times by people just wanting to pay for gas. There are no spots to park your car if you are picking up solo and not someplace to leave your vehicle for very long. The storage area where they park the uhuals is very cramped and navigating around the location is pretty difficult with people coming and going from gas pumps. I will certainly not be picking up or dropping off uhauls to this location again.

Rating:

5.0

What is the $49 charge? The $29 is for the truck rental. Thank you

Rating:

2.0

Guy was rude and not very helpful. In addition, I was charged 8 additional miles but I have no idea why. I paid for a one way trip from Bethesda to Baltimore which is what I did. Naturally I had to drive from the rental location to where I had to load up my items and then to my new house to unload those items before returning. Did uhaul think I was driving directly from one location to another? That would be pretty silly.

Rating:

1.0

Unorganized and unprofessional. I had to wait for someone to let me in for 45 minutes. And I needed to return the truck back by 6 pm...but unfortunately I couldn't return it on time due to this situation. I was charged a second day. Then, I was suppose to receive a free month, but to my knowledge now. I wasn't given that. And they charged me for January. And my account was charged today for a $160. I weren't supposed to pay until March 3rd. I will never use uhaul again once I finish my use of tge locker at the end of April. I will not ever recommend anyone to this location or uhaul PERIOD!!

Rating:

4.0

Very helpful.

Rating:

1.0

Workers were unfriendly and charged me an extra day even if I just used the van for 3 hours

Rating:

3.0

Tried to give me 3 different dollies when I stated I only wanted one. Gave me way more blankets than I wanted so I paid for items I didn’t need. Also charged me for 2 Dollie’s when I only received one. Had to rectify this with customer services after returning truck because drop off location stated I would be charged to replace the missing Dolly I never rented.

Rating:

1.0

Gave Me A Truck On E Said I Had To Put My Own Gas In It Put a 100 hold on my debit card refused to use my credit card instead

Rating:

2.0

The communication was not good at all also the gas indicator was higher than the actual gas upon pulling out . When I enter the location I ask for assistance and had to wait 20 minutes before being helped . I was told to call a number after I made a reservation. When I return the vehicle the attendant instructed me to fill out return information on line but was mot able to answer any other question. The customer service was very much offf

Rating:

1.0

Attendant was rude and did not know what he was doing

Rating:

4.0

Easy and convenient to grab and go if you use the online check in. Vehicle was clean and ready to go.

Rating:

5.0

Everything was beautiful.

Rating:

1.0

The attendant didn't check the vehicle and on returning i put more gas in truck than i received it on and they still charged me for gas. That is bad business and just plan greedy.