Final check to ensure all items ordered are available upon delivery.
Amin F
Customer Reviews for Hoover Encore Citgo
(U-Haul Neighborhood Dealer)
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.
The clerk at the front desk of the gas station was very difficult to understand and was a bit combative initially due to my problems with understanding her.
MATTHEW WQuick and simple drop off. No problems at all.
Marshall PThese people were very rude. She yelled at me twice while there. I had to call U-Haul customer service 2 times and they fixed some of the problems. Also, she waited on other customers ahead of me even though I was first in line. The truck was nasty and had terrible odor. When I returned, the person wouldn't check in truck or give receipt. Luckily I took pictures of odometer, gas gauge, and truck condition U-Haul customer service was great but I would cancel reservations before I rented from this location again. They are awful
RANDALL SThis gas station is small and hard to get in and out of.
PERRY MLady at front desk seemed like she didn’t know what she was doing. We couldn’t leave until almost 10am when our reservation time was at 9.
Alexis PDidn’t get his name but the cashier was great he far and beyond to see that I was taken care of
WILLIE Nvan was not cleaned, had ZERO gas in the tank and the business owner/representative needs additional training. I will not use this location again
Bobby HThe computer was not working, we sent one hour until she decide to let us go because her computer was not fixed. There is no available dolly equipment , we rented one from Tuscaloosa one way the agent made mistake. She wrote one one but to be return to the ofcice in Tuscaloosa. again we spent 2 Hours one hour in each location to sort oit the problem.
fawzia aMore parking
WILLIE NNa
PATRICIA BPicking up the U-Haul was easy, returning it was such an inconvenience to me. The key fob for the van is too big to fit in the lock box and I didn’t want to leave it outside at the location for fear I would be charged if it were to get lost or stolen. I had to come back the next morning when I was supposed to be at work and return it.
Sarah VVan had little gas. Reserved a flat dolly, was not in the van nor were they able to provide one. Worker was useless and not helpful Al all. Went to another location to get the dolly, they were even worse!! Terrible experience and if I didn’t have to use U-Haul ever again I wouldn’t but not sure it’s avoidable!
Tony MThis was a new experience for me and Keel did her best to get me set up as I was struggling with the app. Huge thank you to the guy who pulled the truck out for me so I didn’t have to back it up from between the other trucks. He saw the concern look on my face and even though he was busy doing something else and heavily sweating in the heat, he stopped to do this for me. Thank you!
Kimberly CGreat experience
NANCY MI had no interactions with personnel at this location as I used the app to return the truck. This has nothing to do with this location, but I turned the keys into the lockbox prior to entering the app, but needed the keys to complete some of the return steps. Would be a good idea to ensure customers know that they should complete that process prior to turning in the keys
Finis LThe parking at this location isn’t adequate for the amount of vehicles that were parked in the lot. The only reason that I came to this location is because my initial reservation was unexpectedly rescheduled without notice from U-Haul to a different time and location. The attendant at the location where I was to pick up my initial reservation found the truck I needed at this location and made another reservation for me. I didn’t get his name but thanks to him for helping me get the right truck at the right time. This probably shouldn’t have to be said but in the future, it would be great to receive an earlier notice about a changed reservation. When I arrived for my initial reservation, I loaded the reservation confirmation on my phone and the time and location were correct. By the time I made it inside, the reservation had changed. This is unacceptable but I assume since U-Haul is such a large company that this one negative review is unlikely to cause any change.
Nick DIt was just parking spot. No staff no office. No one to help us.
Munkh-Orgil EFirst, have someone on-site that can help the Uhaul customers with issues. Otherwise, we'll be told they have no clue how to help us and just use our phone with check-in or call Uhaul.
Kristy BI absolutely did not like the service I received while picking up my UHaul. The lady at the counter was very rude and told me that “your car is not our responsibility.” When I asked if I could park my car at the location. I understand that my car was not their responsibility but I told her I would pick it up that evening. Again, I understand she is not responsible for my vehicle. However, she did not have to speak in such a manner. Also, when she called her supervisor she told the supervisor I was there to pick up a U-Haul. The supervisor made me wait an additional 15 minutes. It took me an hour and 40 minutes from the time I left my home till the time I got back. When the supervisor got there to give me said keys she didn’t see my reservation. So. In turn she had to call someone. They did find my reservation. But I say all of this to say it could have been a better experience if people were a little nicer.
Christopher NThe employee helped me pick up my rental 20 minutes after my scheduled time (which ended being after they closed)! Very grateful for his patience.
Luther WI was mistakenly charged over 100 miles upon returning the vehicle when I only drove a total of 4 miles but the representative Liz I spoke with after realizing it decided to help me rectify the situation. I’m still waiting on my refund…we’ll see what happens.
Remona JBums all over the area asking for money! Bad area, due to gas station that is operating there!
Joel BHaving a full tank of gas, and being thoroughly cleaned would be nice!
Luke JI had reservations for the $19.99 truck rental and when I got there, it was not available. I could have been notified of availability before arrival and should have been accommodated for what I reserved.
Derrick CFriendly service
Cecily NI ordered 2 dozen pads but they weren’t there and a dolly was on my bill that I didn’t ask for. I really need we the moving pads!!!!!!
Kimberly WI was sent to two different locations before I made it to this one. The two locations were abandoned, broke down houses in the middle of nowhere, and I had to go an hour out of my way just to get this truck. I should have it never been sent to the second house that was a abandon and not a U-Haul rental place and I should have been told originally to go to this location instead of the first two
Kelsey DCharged for 2 days versus my one requested. App experience was absolutely awful.
Dale ETraining for people to close out rentals when issues with the website and app occur. Had to wait two days before my tickets was closed out.
Lyndell MHorrible place, nobody there to help you with pick up. Customer service the worst.
Illia TThey don’t even keep the Utility Dolly that the app let me reserve. She didn’t even offer to find me one. They close the U-Haul computer at 3:00pm on Friday and don’t reopen until Monday
MICHAEL MExcellent service. Fast and easy
Cecily NWe couldn't tell it was an Uhaul location. Wasn't marked well and only had 1 other truck around back. On duty personnel could not accept our return.
Debi BHave the truck there on time and as contracted. Give the $50 reward when not there on time as promised. Pickup time was 3:00 for 10' truck. No truck in site. Lady in the store was able to get new paperwork for a van within 10-15 minutes. (Van fit my needs better). Was clean by U-haul standards, not by Enterprise standards. "Oil Change Required" displayed the whole time I had it.
David PCece was very helpful and explained to me everything.
Rachel MQuick and easy drop off
aala jReduce your weekend rate.
Godwin MWas after hours but the receipt came just in time
CRISTIANO BWhen I picked up the vehicle I requested that the safe move coverage be removed from the contract. The agent told me that she would take it off when the vehicle was returned. Upon returning the vehicle there was no-one to speak to about the issue and I received a receipt via e-mail which included $42 for the safe move coverage. The receipt that I received showed a net payment of $157.97 but my credit card was charged $163.33. Next time I'll try Ryder or another rental service!!!
Robbin PReduce your weekend rate
Godwin MThe people were great and the vehicle was clean and in great shape. They even let me keep it for a little while extra.
Lance WReduce the weekend Rate
Godwin MYour rate per.mile is too high
Godwin M126$ for renting only 8 hours is ridiculous
Terrell NBetter Communication and information with the clients to make sure the equipment is available and can be picked up at the time the schedule time of arrival
QUATEZ WI feel the process went good but when I went to the counter to receive my keys after completing the check-in through app, the guy at the counter tried to tell me their system was down. It upset me because I feel the only reason he said that was because he stereotyped me not realizing I already went through the app. Luckily I had already done it thru the app with U-Haul, knew the vehicle was available, knew he was lying so I refused to leave and told him I would wait til his system came back up Or for the $50 bucks from the guarantee. I walked to the back saw van was there came back in and Low and behold he hands me the keys. If I went to him directly to rent he wouldn't have rented to me cus he's a stereotypical a-hole. Those 5 stars is for the U-Haul app process.
Renea Wsend more info when you are changing locations, not just a text with an address I also rented a dolly and it was not there and they did not have any and there was no communication beforehand to get another one somewhere
Zae BMy rental was not returned into the system when I returned it. It was not until the next day after I received a “not returned uhaul equipment” email and called that it was returned.
Monica MExcellent service
Cecily NExcellent customer service. Cece helped a great deal
Rachel MExcellent service
CECILY Neverything was okay...
HUGO AHoover Encore Citgo 3651 Lorna Rd Hoover, AL 35216 Above location is UNSAFE for a 24/7 drop location. I dropped off at 7:00 PM Monday night. Totally UNACCEPTABLE, I WAS SCARED FOR MY LIFE!!!!!!!! I TRULY BELIEVED I WAS GOING TO BE EITHER KIDNAPPED OR MURDERED!!!!!!!!!!!!!!!!!!!!!!!!! THE PARKING/DROP OFF AREA WAS UNLIT, OFF THE MAIN ROAD, NO SIGNS INDICATING U-HAUL LOCATION, NO DROPBOX INDICATOR. Worker "Lee' in the store was rude, could not be bothered to get off his phone long enough to to help or to say thank you when I returned the key. U-haul needs GUIDELINES for their locations that are participating in this program. THIS IS UNACCEPTABLE AND NEGLIGENCE ON U-HAUL CORPORATION. THIS IS TOTALLY UNACCEPTABLE AND I AM STILL SHAKEN FROM MY DROP OFF EXPERIENCE. I WAS SCARED FOR MY LIFE !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
KIMBLEY LUnfortunately, the truck was infested with ants. Ants were coming out of the vents, they were on the dashboard, all over the driver's door & seat while I was driving the vehicle. I wasn't pleased with at all. I got bitten by ants but other than that, everything was good.
Avionna LNo hassle. Online check In and check out was a breeze. A good rental experience.
Keith SThe new employee at the Citgo on Lorna Rd is not to blame. He's new. He didn't know how to assist me because he wasn't trained by whomever should have prepared him. Also, none of the equipment was on the truck that I ordered which resulted in me having to waste gas in the truck to drive to another location to get the equipment I needed. This wasted 2 whole hours of my time as well on a day when we were moving to a new house and had a ton of work to do.
Tara JWe got a 24ft truck instead of the 10ft we ordered. They never let us know they were out of the 10ft. They kept saying it was an upgrade but it was twice the gas and we were not able to get it into the moving space. I spent hours on hood or being transferred for two days and lost a lot of packing time so our move was delayed.
John TIt is a drop off on the side of a gas station. They parked in the through area so it was a bit tough to back a trailer in while blocking the road. Otherwise using the app was great. I went inside and told them I dropped off and they seemed surprised it let them know.
Kurt V