Customer Reviews for Highland Shell

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 Highland Shell

Overall rating:

Reviews without text are currently hidden. Show them shown. Hide them

Douglas J. on

Rating:

Very good ?? service

Gregory S. on

Rating:

Customer service was horrible

Stephen P. on

Rating:

people were SUPERNICE

David H. on

Rating:

Check-in agent was rude and didn't know how to return my equipment. He pulled my account up on the computer and literally said, "I don't know how to do this. You'll have to call UHAUL and do it yourself." At that time his associate entered the store and called the police. He was shortly followed by 2 men who came in yelling and one of them began talking about killing people. Having already returned the keys to the agent refusing to help me, I promptly left due to concerns for my safety. I then called UHAUL as advised. I explained the situation to the first person on the phone, who had the insight and common sense to understand that it was unreasonable to expect me to return to the UHAUL drop off location since it was unsafe there. Accordingly, she transferred me to a "live" something who would be able to walk me through the check-in process over the phone. I SAT ON HOLD FOR 37 MINUTES. After finishing my dinner at a Jimmy Johns a safe distance from the UHAUL drop-off location, I decided to hang up and dial again. This time I spoke with someone who insisted I return to the location to check my truck back in. She expressed no insight whatsoever as to the ludicrous nature of such a request given that there were people there trying to murder one another and that I had already wasted almost an hour trying to do UHAUL's job for them. She further insisted that if I did not return to the location I would be charged a $20 fee. Just to recap at this moment: your agent didn't know how to check in my vehicle and promptly gave up and told me to call UHAUL and figure it out myself. Your phone employee insisted I return to a potential MURDER SCENE or get fined $20. Moving along: I asked this employee on the phone to connect me with someone who could make sure that I didn't get charged a $20 fee for refusing to return to an unsafe UHAUL murder scene on account of your agent not knowing how to do their job. She transferred me to a manager. The most the manager was willing to do was put an addendum on my account explaining what had happened, but could not guarantee that I would not be charged the $20 I'd-rather-live-than-be-murdered-at-UHAUL-tax. And rather than saying she would follow up on what happened with this, she said I would have to call in the morning to contest the charge if it occurred.

Teresa S. on

Rating:

Customer did not leave a comment.

Joseph B. on

Rating:

How about being honest with customers and provide services that you promised? Very deceptive business practices.

Michael C. on

Rating:

Customer did not leave a comment.

Connor C. on

Rating:

Customer did not leave a comment.

Brian D. on

Rating:

This was at a gas station location and it took more time to go through the rental check out process as I had to wait while the clerk checked out other customers buying gas and snacks. Along with waiting the clerk was not trained properly as it took longer to do rental paperwork and upon returning the trader they did not know how to receive the trailer back into inventory. Then I get a call 2 days later asking when I would be returning the trailer and was charged double the correct rate. Then I had to spend another hour calling uhaul customer service back to get corrected and it still has not been corrected.

Scott K. on

Rating:

The computer system was down yesterday, Memorial Day, I was told. Therefore, I did not receive a receipt...didn't like that. I was told to photograph my mileage, fuel level, and cargo area, which was fine and acceptable. The receipt, I was told, would be emailed to me today, 5/28. We'll see.

Tara G. on

Rating:

A man overdosed in the bathroom while returning the key. BAD EXPERIENCE

Mae D. on

Rating:

When I picked up the truck, the inside of the cab was filthy. It smelled like cigarette smoke, and there was dirt and sticky residue like from a drink that spilled in the cup holders. There were also potato chips all over the floorboard. I know that trucks are used frequently, but I fully expect that at bare minimum, the inside of the cab will be cleaned and disinfected before it's rented to the next customer. I was extremely disappointed in this part of the process.

william P. on

Rating:

Customer did not leave a comment.

Matthew S. on

Rating:

The moving materials I paid for were not provided.

Luis D. on

Rating:

When I picked up the truck it had almost half tank, I drove it for about 25 miles and used it for about 3 hours, before I dropped it off I put in $15 dollars in gas so it would be half tank. Returned it and today I see that they charged me extra $59 dollars for not filling the tank!! I called to tell them and they answered the first time and hung up then didn't answer again. I will be going there personally on Monday to complain about it!!

Mark C. on

Rating:

Great easy experience

Corlethius L. on

Rating:

I had a bad experience with the milage instrument on my Uhaul, so I ended being overcharged. Outside of that it was fine.

Walter D. on

Rating:

Customer did not leave a comment.

andrew F. on

Rating:

Customer did not leave a comment.

Ryan B. on

Rating:

I was charged for blankets I never received, and to get the charges fixed has been difficult.

Catrina C. on

Rating:

This was the most frustrating and outrageous experience I have ever had with u-haul. I never use anyone else for my moves but after this I will gladly use Penske. Not only was the pickup in an obscure gas station, but when I called to make sure I was in the right place I was answered with “uh....ok...?” And then, even though my reservation “guaranteed” my whole order would be together at the same location, the guy had no idea I had ordered things beside the truck. He told me I would have to “get that somewhere else.” I received no paperwork, and was asked for my phone so he could “take a picture of the receipt”. The truck would not crank when we started it at first, and we were not given any explanation on the truck or how to properly drive it. We had to go to the actual u-haul store where a very kind and helpful woman had to help us though the process, pull up all my paperwork and then procure the dolly that had been “guaranteed.” Other than that last encounter with the nice woman, I have never had such a bad experience. I will not be using u-haul in the future.

Lisa D. on

Rating:

Customer did not leave a comment.

REGAL O. on

Rating:

I want a refund!!!!!!

maurice S. on

Rating:

Customer friendly had patient's with the customer.. Thanks U haul

Deniz T. on

Rating:

Customer did not leave a comment.

Africa M. on

Rating:

This was the WORST experience I have EVER had with Uhaul and I do ALOT of business with uhaul. My truck was dirty inside with trash and FURNITURE still in it when I picked it up. I asked for a utility hand truck and was charged for one, but did not receive it. I was charged a late charge and WAS NOT late. I was told that I could drop it off at ANY location and when I did the agent at that location said that I could not. So I had to drive back to the original location, which then made me late, and had an even more horrific experience. I went from having to pay a little over $110 to paying $171.01. I got charged for insurance ( that I didn’t get), a hand truck (that I didn’t get), a late fee (that should not have been charged) and was sent to 4 DIFFERENT people at 1-800-GO-UHAUL, and NO ONE could help me. I am ABSOLUTELY disgusted and disappointed in how I was treated and with what I had to pay for a simple local move.

Jasmine C. on

Rating:

At both pickup and return there was an issue. The persons I had to complete my transaction with we’re confused as if this was their first time doing this. They were not courteous, professional nor knowable about the business. I guess this is U-Hauls way of conducting business per my experience hours before at 540 Valley Avenue Birmingham Al 35209 was despicable! The woman(Caucasian female, short blonde hair and manly mannerism) was rude, dismissive, and condescending! U-Haul has great rates but I’d rather spend hundreds somewhere else to feel that my business is appreciated and customer service is better!

Bureerat C. on

Rating:

Customer did not leave a comment.

Robert M. on

Rating:

Maintenance on trucks

Jon K. on

Rating:

Easy drop off

FREDERICK B. on

Rating:

U-Haul operator was new and left alone to process ticket the U-Haul transaction. This process took more than an one hour, along with checking out store customers and not being able to process a credit card.

Beth H. on

Rating:

Customer did not leave a comment.

Tamarkus K. on

Rating:

Customer did not leave a comment.

Patty T. on

Rating:

Customer did not leave a comment.

Donald R G. on

Rating:

Customer did not leave a comment.

Donald K. on

Rating:

Customer did not leave a comment.

on

Rating:

The employee at this location was unable to assist me with my reservation. I had to wait on the manager that was running late to be able to pick up the equipment I had reserved. Manager was nice and helpful once they arrived.

Andrew S. on

Rating:

Customer did not leave a comment.

Samuel S. on

Rating:

Lighting needed where you pick-up UHaul

Sam D. on

Rating:

Not helpful. Not well trained. Not sure where to park truck. Convenient location, but staff not up to the job.

Felipe M. on

Rating:

Customer did not leave a comment.

Yvette H. on

Rating:

Cab Had animal hair on the seats. Attendant did not know if ordered supplies would be in truck due to fact that location is not allowed to keep the asked for supplies. However, I was very relieved to see the supplies in the truck. Location for pick up is not safe to leave personal vehicle as per attendant . I was fearful of my car being broken into once warned. Though this location was convenient for location of move I will not use it again

Latavius L. on

Rating:

If a uhaul is not available at a location dont change their reservation to a one way trip without notifying the customer.

AUDRIA M. on

Rating:

On Friday January 26, 2018, we rented a U Haul for our daughter who just got married and was moving. We reserved the truck for Saturday January 27th, paid for the truck online and listed her as the driver. When she arrived at the Shell gas station to pick up the truck at 9 AM, the attendants did not know how to process the order and told her to come back later. She waited in the parking lot for a while and went back into the store and again the attendants were discourteous and said they could not help her. She called the U Haul 800 # and was able to finally get someone to walk them through the process of renting her the truck. She finally left with the truck at nearly 11 AM. After the move was finished, we went to return the truck Saturday night and found that Shell had her car towed! The attendant this time was a different person but again, very unhelpful and seemed to have the attitude that it wasn't his problem and claimed the police had the car towed. He pointed out that there was a sign about being towed. The sign said "TOW AWAY ZONE Unauthorized, abandoned, or improperly parked vehicles will be towed..." My daughter was a customer and was there to do business. She was not unauthorized, she did not abandon her car nor was she improperly parked. Her car should not have been towed. My daughter's tow bill was $186 which she had to pay to get her car back the next day, since they were already closed. We spoke with a representative from U Haul several times named Kevin (I'm sorry I don't have a last name). He was very helpful and empathetic and he worked with us and Shell as best as he could. We have rented from U Haul several times and have never had as much trouble and have always been very satisfied with our experience. We plan to still rent from U Haul but we will not rent from you if our only option is a satellite location. The truck was in good working condition and we returned it clean and with a full tank of gas. Thank you.

Bradley B. on

Rating:

Customer did not leave a comment.

John C. on

Rating:

Customer did not leave a comment.

Thomas G. on

Rating:

Friendly staff.

RAGLAND D. on

Rating:

The people I talked to acted like they didn't know who U-Haul was. I had to repeat why I was there three times before they understood what I was doing there. They didn't offer to provide me with any kind of receipt to show that I dropped off the trailer. I asked where to put it. They said in the back. No one offered to help, so i had to do it by myself.

Richard B. on

Rating:

Customer did not leave a comment.

Andrew G. on

Rating:

Customer did not leave a comment.

Jean O. on

Rating:

We asked if the vehicle had been serviced, and she couldn't answer. Also couldn't tell us if it took regular gas or anything about the truck. We've never driven a truck, so a little more info might have been helpful.

Anthony M. on

Rating:

Customer service rep Jay was very helpful in securing my rental- I rate him very highly for professionalism, courtesy, and focus on customer satisfaction.

LIZ M. on

Rating:

Customer did not leave a comment.

David C. on

Rating:

Customer did not leave a comment.

william V. on

Rating:

Customer did not leave a comment.

darrell S. on

Rating:

Clean truck

Christin S. on

Rating:

Customer did not leave a comment.

Mel K. on

Rating:

The cashier did not know how to enter anything on the computer. Had to let 25 people check out before me (after she had started working with me), had to call another employee 3 times, and I had to go behind the counter to help her with the computer stuff to check me out. I would properly train people before allowing this to be a pick up/drop off location. I was disappointed that it took 45 min, and I had to get in 280 traffic to go home because it took so long (this is after I requested 1 location close to my house, and they couldn't get a truck to this location, so I had to go 10 miles out of the way...).

gregory D. on

Rating:

i rented a truck for 24 hours, the computer logged me for renting it as 10 hours, so i was stuck paying for a second day when i returned the truck at the 24 hour time period i reserved it for. i also reserved a hand truck and a furniture dolly which were not provided, which made loading a lot harder and inconvenient, when i got to the shell to pick up the truck the girl said they didnt have the dolly. the customer service was good, they were friendly and a little sympathetic for me not having what i had reserved, but didnt have any way to resolve the issue for me which was not there fault, fault is purely on the computer system for letting me reserve equipment thats not even available and somehow logging me to return the truck at 10 pm when i very clearly made it for 24 hours.

Samuel S. on

Rating:

Check in/ Check out.

David R. on

Rating:

Customer did not leave a comment.

Jackie M. on

Rating:

Was inside a gas station BUT the staff was very helpful and pleasant.

BEN J. on

Rating:

Best location I've come across. Tracy was amazing she made it an easy process.

Renee S. on

Rating:

Customer did not leave a comment.

elizabeth R. on

Rating:

The truck had to be emptied of used broken down boxes before I could load my things, Other than that everything else was great.

STEPHEN S. on

Rating:

Customer did not leave a comment.

Bliss W. on

Rating:

Location was convenient. Clerk was very busy and not very friendly. Not sure I'd recommend.

Thomas M. on

Rating:

If there are issues with the computer system that prevents returning the rental, provide the option to return it to a different location

Rich L. on

Rating:

Female attendant was excellent! So helpful and extremely nice!

Gregory M. on

Rating:

Customer did not leave a comment.

kimm E. on

Rating:

I would not recommend Uhaul as you have continuously let me down! The vehicle was there this morning but the computer was down so it was 3 hours late at getting the equipment. This after a terrible misinformation earlier this week that I had reserved a trailer!

Cynthia R. on

Rating:

Customer did not leave a comment.

Joe H. on

Rating:

See above

Nathan D. on

Rating:

This was not my preferred pickup location and I drove past two Uhaul places with lots of 20ft trucks to get to the other. I believe you calculated my mileage based off the preferred location as well. I only drove from the pickup location to my previous address to my new address and to the dropoff location, but somehow was over my mileage and had to pay an additional $5 (which is yet another fee).

Jimmy W. on

Rating:

I wasn't notified of pickup location change. Uhaul also dictated my travel arrangements by selecting a pickup location further and also their opening time was at 1000am. I wanted my truck early and no consideration was given

Derrick B. on

Rating:

The truck wasn't clean as noted in the return requirements

William M. on

Rating:

Drop off was easy. Great location for the area.

Mark W. on

Rating:

There was no one there to receive the keys. This was early afternoon on Sunday. Told to come back, but left truck, checked in the next day, was told everything was fine. Reassured twice that everything was fine, but was charged for 4 extra days.

Kyle L. on

Rating:

Customer did not leave a comment.

JOHN M. on

Rating:

Customer did not leave a comment.

LAWANDA A. on

Rating:

Uhaul was about to break down very jerky ride all the way to Atlanta needs work

William F. on

Rating:

Customer did not leave a comment.

RONNIE S. on

Rating:

Customer did not leave a comment.

Kyle S. on

Rating:

Customer did not leave a comment.

MICHAEL R. on

Rating:

The best customer service and when I informed her about the insurance problem she filled out the paperwork immediately for a refund and apologized. She was so nice to deal with. I will use this location in the future If I ever need anything.

ALLISON M. on

Rating:

They did not have the truck I reserved a week in advance.

JEFFREY G. on

Rating:

Customer did not leave a comment.

TERRY F. on

Rating:

The location was a shell gas station. The poor young lady who was trying to help me was also having to take care of all the people who were customers of the gas station/convenience store at the same time she was trying to help me. This was way too much for one person to be dealing with. It took too long to get my truck but it wasn't the young ladies fault she was simply overworked. He management needs to look at the work load on the people who work at this location.

DAVID S. on

Rating:

I have to say,it was great. Nearby, easy, quick, and pleasant. Nice job.

ASHLEY C. on

Rating:

Customer did not leave a comment.

SHANNON D. on

Rating:

Customer did not leave a comment.

VIRGINIA P. on

Rating:

Our truck was there when we arrived, but the facility did not have the other equipment we ordered (dolly and furniture pads) so we had to drive 15 minutes to another location to pick up those items.

JENNIFER S. on

Rating:

This location should not even be allowed to be a uhaul pickup location. Do not go here. I got several emails changing our pickup location from uhaul about 3 different times. When I was told to pick up here at 1:30 I called the location to confirm and Karen said she wasn't aware of it and didn't have a truck to give me but to call back after 2. I called uhaul and after being on hold for a while they said the truck was being dropped off right then. At this point we leave our house and get to uhaul at 2:15 only to be told that Karen just passed me in the doorway leaving for the day and she is the only one who knows how to do a rental. We were told she leaves at 2 every day so why would she tell me to call back after 2. We unsuccessfully tried to stop her in the parking lot. After an hour on the phone with uhaul while waiting at this location someone finally talked the gas stations cashier, Jessica, through the steps of how to do a rental. She should have never been put in this position. The whole experience was completely unprofessional. I had a great experience with a uhaul rental the week before at Orange Beach hardware but because of this experience I will never use UHaul again.

DUSTIN L. on

Rating:

Customer did not leave a comment.

MURRY B. on

Rating:

An employee assisted us with the trailer from Center Point and we did not have to pick-up there. Thanks so much for all the help!!

DENEARA P. on

Rating:

Have someone who knows how to dispatch a truck, have a drop off location that will actually take the truck. Let people know in advance that they may not be getting a truck in their specified location at time of reservation,and may be in a complete different city. Everything about this experience was terrible!! And was not worth $138 or the time I wasted. So unorganized!!! Highly upset and will definitely not recommend or use again.

HALEY H. on

Rating:

Customer did not leave a comment.

MARK F. on

Rating:

Not have a Uhaul at a gas station

WILLIAM P. on

Rating:

I'd say the person helpoing had no idea about anything he just took the keys and said the location I rented the truck would know about it. He didn't even know how to check the truck in. How do you pick locations to return and rent trucks because there were many locations closer to my pick up and drop off? Not good experiences!

JULIE G. on

Rating:

Have someone competent working and a backup plan for when the system is down.