Customer Reviews for Kirkwood Exxon
(U-Haul Neighborhood Dealer)

Rating:

2.0

Did not have the truck size ordered, had a lock on the trailer but did not know the code.

Rating:

1.0

Had cigarettes in truck it also smelled like smoke was dirty

Rating:

3.0

I would not recommend using UHAUL anymore. There’s nothing wrong with this location. There is something VERY wrong with the UHAUL APP. when we picked up the truck, the mileage was higher than what was on the contract and the gas was lower than what was on the contract. We took a picture and tried to send it to you, but the app glitched when I tried to submit that very important info. Didn’t glitch at the end when you charged me five times what I expected to pay.

Rating:

3.0

September 11, 2024 Arrived at rental location and experienced a delay in uploading Delaware Driver license information 40 minutes to resolve (location WiFi conductivity issues). Van exterior was in good condition, inside was a bit dirty and did not seem to be in a "broom clean" condition". We agreed to return in similar condition. Leaving the location, realized the van was not fueled (gauge on Empty). Stopped a next service station to fill tank with 22+ gallons of fuel. Use mileage was under 15 miles roundtrip. Suggest resolution: $20 credit against credit card used to secure rental or a $50 future discount certificate. Regards, Bryan Shelton657@Gmail.com

Rating:

2.0

The store attendant did not know how to give us the U-Haul so we had to wait for some manager to call and talk to us. Then we were just given the keys and no further information about it.

Rating:

3.0

We were looking for a Uhaul and there was none to be found. We were told that they had one and we got excited. We get to the Uhaul from this location and the last Uhaul user forgot to leave the keys. The clerk of this location made sure to contact the last customer and get the keys! So grateful!

Rating:

3.0

Major issue was the app. I could not set the drop off location properly. I actually started at one location and contacted customer service. By the time I got in touch with customer service I had already driven to a second location with the same issue. The app looks like it should operate well but it would not let me move on to the drop off procedures without cyst service inputting the drop off location for me. I do not believe it was user error on my end.

Rating:

5.0

Clean the inside before someone else uses, it was dirty and trash was in it from the previous person

Rating:

2.0

The van I used was FILTHY. The inside passenger seats were dirty, the console was dirty, the floor looked as if liquid was spilled on it and it was left there. I will NEVER use a uhaul from this site again.

Rating:

5.0

Nothing. Steven the gentleman who took care of us was absolutely awesome 👌. Great asset to your company

Rating:

2.0

The reservation was set for 8AM mobile pickup. When checking in on the mobile app, it says there was a problem with the reservation and to speak to someone onsite, however there was no one there to help. I opted for mobile knowing no one is there until 9am because i had to start at 8AM. When I waited on hold for 13 minutes to connect to customer support, they told the no one at the location had assigned equipment to the reservation and I had to wait for someone to show up. Luckily he ended up showing up around 8:30 am but by the time I got my truck it was 9AM, and I had to wait AN HOUR to get my reservation that i'd set up everything for beforehand. This messed up my scheduled pickup times that I had laid out, and delayed my whole day significantly. The rep Steven at this location was very helpful and nice but he said "people always have problems with the mobile" and I'm thinking it's because he is not doing something on his end and isn't aware he's supposed to. Morning of was very frustrated as it really messed us up.

Rating:

4.0

Based on my interaction with the representative that checked me in, I would have assigned a 5 star rating, but the based on the representative that I encountered when I returned the truck, I reduced it to a 4 star rating. To be clear, the representative was pleasant, but was only willing to do the bare minimum to help me.

Rating:

5.0

Easy and convenient!

Rating:

5.0

The day manager is so professional about what he does he explains everything to you and also walks you through step by step he show so much concern for his customers which I truly appreciate and he can get my business whenever I need a U-haul and will recommend that store to others.

Rating:

5.0

Have more rental vehicles/ trucks available for your customers. Thank you for being there for me and my family when we were in need. BLESSINGS 🕊️

Rating:

4.0

What I ordered wasn't available, because the customer didn't return the truck the day before. Not the fault of the location, however having another truck would have been nice.

Rating:

5.0

Steve was excellent! Steve was very professional, courtesy, friendly and very efficient! Happened at the speed of light, no hang ups or problems. We will be back. Everything went great, extremely pleased. Thank you Peggy Payson

Rating:

1.0

they are not available to help, only answer was: Do you have to call costumer service, We have no idea about anything. Return the truck was not different, nobody was available to help me and I take more then 20 minutes to figure out by myself. Worse store to rent ever.

Rating:

5.0

My original reservation was for the Governor Printz location and even with a reservation the truck was not available. I was thankful to be able to get to an alternate location, some people are not able to and that's a huge inconvenience. The Newport gap location was very fast and friendly.

Rating:

5.0

Cleanness, odometer reading and fuel rating was not correct.

Rating:

5.0

Customer service representative that worked there was very helpful and friendly.

Rating:

1.0

This location has the worst customer service ever.

Rating:

5.0

Pick up and drop off were smooth. They had the requested equipment onsite and made it very easy to get on the road to work on my project. Smoothest U-Haul experience to date!

Rating:

4.0

Great experience, needed the truck due to a death in my family. Was able to get it all done in one day.

Rating:

5.0

Great customer service -

Rating:

4.0

Maybe have someone separate to handle rentals. Although the person that assisted me provided excellent service, he had to handle customers while trying to handle the rental. He did a fantastic job and should be commended.

Rating:

5.0

Steve (Exxon Kirkwood Highway) provided excellent service and communication. The van was in excellent condition and a pleasure to drive. I underestimated the size of the rental I needed.....wish I had taken the truck.

Rating:

5.0

The rep truly wanted me to have successful rental.

Rating:

5.0

Steve was very helpful.

Rating:

3.0

Charged for dolly I didn't get

Rating:

3.0

I went to location to reserve a truck and week before I needed the truck they didn’t have my reservation. When I reserved the truck I asked for a reservation number and girl said I did t need it. So I called the 1-800 number and reserved the truck on the phone. If I didn’t check to see if they had my reservation I wouldn’t have a truck to move.

Rating:

4.0

Your digital system calculated that we drove the 33 miles round trip when we literally drove 1 mile to the old storage place and then 1 mile back to the new storage place (“Extra Space Storage” Erroneous charges!

Rating:

2.0

The good: the truck was clean and came with moving blankets. The bad: I had scheduled the pickup for 7:30am. Got a call the night before that they don't open till 8AM. Got there at 8:05AM and was told the rental guy doesn't show up till 8:30. He claims its U-Haul's issue. Not sure who's it is, but I wasted 30 min waiting. The statement "you only need your phone" needs clarification. You also need to bring other info with you and/or have a relative they can call when you are there. Instead of dealing with someone in-person, you get a representative via their app. It still takes 10-15 min to verify your info and get your key. Keys... well, I went through the app to get the rental, but I still needed to wait for a person to hand me the keys. They have lock-boxes for keys but did not utilize them for my rental. Seems like this would have been the time to use this option. Once I got the key, things went well, up to that point, it was very frustrating because I was on a tight schedule.

Rating:

5.0

The truck was dirty and old. Windshield was dirty. The driver seat was worn and lopsided. Roll down windows ?! Is the truck that old? It did drive ok and served its purpose. It would also be nice to have a rear camera. I’ll bet new trucks have this accessory.

Rating:

5.0

The sales representative was really good at doing his job.made the transition very quickly.

Rating:

1.0

I made my reservation to pick up the van at 8am got there just before 8 and no one that actually worked for U-Haul was there. The gas station attendant said no one would be there until 8:30 which would be fine except why let people make reservations for a time when no one is working. The app does not work and when I finally got it working it still doesn’t provide a way to access keys so I had to wait 45mins (the worker was did not get ther until 8:45). It is not fair to the gas station attendants who then got stuck dealing with the other two people who showed up to pick up rentals reserved for 8am that got annoyed and were very rude to the man who doesn’t have any control over u haul hours or employees. The check out/drop off process is also not adequately explained anywhere which makes thing confusing and annoying. This location needs a lot of work as far as management and communication.

Rating:

1.0

The smell of smoke was overwhelming. I had to return the truck instead of using it because it was too much and rent elsewhere.

Rating:

4.0

We reserved a truck at one location and when we arrived there were no trucks available so we had to go to a different location to get a truck.

Rating:

2.0

We were charged for over 50 miles we did not use, they overdrew my bank account and now I have to wait 3 days before some calls to even discuss refunding my money.

Rating:

5.0

fast and easy process.

Rating:

1.0

Attendant didnt know anything about the u haul rental, never got to even drive the truck because “the guy in charge if the uhauls wasn't there” and i never even got inside the truck because i never got the lock code for the key.. very bad experience never renting again

Rating:

1.0

Forged my signature didn’t walk me through the contract tried to initially overcharge me and lied truck was disgusting and dirty and just bad service overall

Rating:

1.0

The WORST UHaul EVER!!!!!!!!!

Rating:

1.0

Not at all billed me 308 dollars for what .bought back truck same day I picked it up and this location charged me a week later for a service that should have been closed out same day .corporate will hear about this . Poor service and personal needs to be fired immediately for charging my card .working on getting my money back asap .

Rating:

1.0

You didn't have my truck and wouldn't give a new one until hours of bureaucratic paperwork. Your company is embarrassingly unprofessional!

Rating:

1.0

Person who checked my truck on and back in got my milage and gas usage dead wrong. I used the truck for 9 miles, and he put down 23. I was never asked about insurance, which I never take for driving only a few miles, but I was still charged for it.

Rating:

2.0

Gas station attendant could not figure out how to give me the rental. Website initially said I had to go inside to check in then subsequently later told me I could check in online. Took half an hour to get the truck and leave. And that time was counted in my 6 hour rental time.

Rating:

1.0

Customer service was terrible, the clerk and me read my card number aloud to process payment which I wasn't comfortable with but he said there was no other way he would proceed with the transaction and give me the keys, the receipt he gave me didn't match what I had agreed to in the online portal even though he said it would when I paid, and he said he could not answer any questions about anything since he was "just a pick up location." Terrible. This experience made me never want to use uhaul again.

Rating:

5.0

Easy and quick. Good communications.

Rating:

1.0

Have the actual key for the vehicle available. Don’t make customer wait 40 minutes to pick up vehicle

Rating:

5.0

I made the mistake of trying to rent a Penski truck from another Exxon and regretted that decision. Over charged me and very pushy. NOT a great experience. This UHaul rental facility was perfect. I went in and within 15 had the truck. Awesome!!

Rating:

1.0

Very inconvenient, the first location on MLK blvd In Wilmington system was down so I had to call customer service to find another location with we made arrangements for Newport Gap Pike. Get there and the clerk at the station has no clue whatsoever about anything pertaining to U-Haul. I followed the directions on the app to get the truck. After they tell you what truck your getting. There’s no further instructions on how to get the key. So I call customer service again. They kept telling me to go inside to ask the clerk. She’s saying the key is outside in the lock box. They assisted with the lockbox codes but NO key for my rental. So I stated it could be in the return key drop box. Was left on hold with customer service for 15 mins. The clerk gave me the code to get the key. Big inconvenience held me up from my other obligations. Two other customers were having the same issue and was asking me about the steps and what did I do. Honestly, I always go to a live location with humans. I was trying to “save money” on mileage by going to a location closer to my home. It wind up working but i paid in time with inconvenience. Hope this review helps the company fix these issues. As the world runs on convenience!

Rating:

1.0

Overcharged extra day then contract states and uhaul isn’t helping - I will never use again

Rating:

3.0

THE FLOOR of the uHaul was totally dirty! White powdery stuff all over it.

Rating:

5.0

For my experience everything was great.

Rating:

3.0

They didn’t check the return vehicle for anything.

Rating:

3.0

Truck had a broken 55” tv and other trash when we opened to load Should really check your rental trucks for trash before collecting fees for use Had to clean it out before using it Very disappointed

Rating:

5.0

Nothing to improve. Steven the gentleman working was kind,and very helpful. He went above and beyond in taking care of us. Young man definitely deserves a raise.

Rating:

5.0

The customer service was excellent. The cargo van could’ve been swept out from previous usage. Overall it wasn’t bad.

Rating:

4.0

Excellent customer service.

Rating:

4.0

Service

Rating:

5.0

the process was Quick in an out .Did the paperwork Online which made thing faster Also! Friendly Service All Way Around ! Thanks !!!

Rating:

5.0

Had no problems at all. Customer service was excellent. The person who signed us out was excellent. He made sure everything was ok & I was satisfied. Thanks you.

Rating:

1.0

Was not given any paperwork or inspection for the truck. Truck only had 1/4 of gas. Rear of truck filthy with mulch

Rating:

2.0

The contactless process for getting the key for the vehicle do not work. I never received a code for the lock boxes. I had to call to get the code. The location did not have keys in any of the lock boxes. The keys were inside, but the worker did not say that when I first asked about the location of the keys. The truck had damage not originally shown on the pictures during the checkout process and the interior (while relatively clean) smelled musty and of stale smoke. Finally, the passenger mirror was a safety hazard. It would not stay in place. After a few minutes of driving the mirrors would move completely out of position, making it impossible to see the traffic on the right side of the vehicle.