When I rented a 9' U-Haul van last week, check out went smooth, the van worked great, and everything was good until I went to return the van. I parked the van with the gas meter past full, but when I went into the store to return the keys, the store manager plus two other clerks were staring me down. Without checking the van at all, the store manager was immediately hostile towards me and said that I didn't fill the gas and if I don't do it right now I would violate the contract. I said it was past full, he said no you didn't fill it up, then the other clerk kept saying "Did you fill it? Did you fill it? DID YOU FILL IT"? It was just so jarring how I went from having a good experience to being treated like a criminal I was caught off guard. Eventually after some back and forth I asked "Do you need me to go fill it up right now at your gas station?" They said "Yes." Once I understood what they wanted I immediately drove the van up to the gas station to fill up. But I guess because the van's gas tank was on the side not visible from the store, the manager insisted that he watch me fill it up so he came outside to supervise. I was caught off guard by this and then he was interfering with my interaction with the pump insisting I did that wrong too - when the display said I could start pumping he said I needed to wait until it timed out to start again. Eventually it timed out so I started the process again. Then the manager watched as I filled up the tank until it clicked, for a total of $1.89. Finally satisfied, he let me pay my bill and I left, both embarrassed and angry. I am an incredibly reasonable person - if I had walked in with the keys and they had just been polite and said something like "sorry for the inconvenience, it's just our policy that we need to have you fill up at our gas station because the meters on the U-Haul don't work quite right", no problem. But instead I got intense accusation, scrutiny, and a threat of violating a contract right out of the gate, and then being monitored to ensure I didn't cheat them on filling up was beyond bad customer service and something I have never quite experienced. TLDR - Van was great, awful and aggressive customer service upon van return.
Steven F
Customer Reviews for Lethbridge Gas Plus
(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.
Charlie and his staff are always great and efficient to work with.
Benjamin LVery organized and friendly. No drama at all
Andrew LNot much, all was good... Owner was very busy!
Sue PWe put 185.00 down and the trailer was 104.00. We got back 75.00. We were ripped off 10.00.
Ronda RExcellent customer service!
Tonya OBest kind of customer service. Very patient and very professional.
Ahmad AService was great - needed to extend the service and they did so without issue.
Russel TTerrific experience. Great communication before pickup. Smooth transaction at the store. Well run operation
BRIAN HInside walls had greasey hand prints and floor was dirty. When returned the dealer tried to say it wasn't there when I pick it up so it was done be me. After telling them I took pictures before I left yard they changed their stance. No apologies just an OK fine. This was rather rude. I also slipped on ramp dew to it was raining and she didn't seem to really care. The person I dealt with at pick up was awesome the lady at drop off needs costumer service training
Trevor WKeep up the good work & friendly service.
Rory RFree doughnuts and a coffee.....kidding. Nothing. All was good!
Larry MThis review probably doesn’t reflect only this location but a general observation/experience. I initially got a quote for two days and 300 km or under. The quote was reasonable. When I returned it I had only put 250km on, but I did have the vehicle for an extra day, which I thought would just be $19.99 plus insurance for an extra day. maybe an extra $50 total. I ended up paying almost an extra $150 which I was very disappointed. A very clear explanation of how the rental and km are charged was needed before the rental. All I received was “we’ll figure it out when you return the vehicle”
Mickey GTons of selection and new online rental streamlined the experience.
Gregory AI was satisfied with the service. Truck was ready and supplies were there, too.
Lisa DHorrible people. Treated with very little respect
Cassandra COrganised, attentive, and explained situations thoroughly
Lori TWhen I was dropping off my U-Haul, I felt rushed and a bit thrown off by how the return was handled. As I was filling up with gas, an employee approached and told me to get my belongings out of the vehicle because he would take it from there. I didn’t even have a chance to drop my tools off at my own vehicle. It felt like I was being pushed out, and as a result, I had to carry everything across the lot—dropping items multiple times in the process. It was stressful and could have been handled with more consideration.
Tracey RSuper friendly and accommodating! They always help with securing the trailer, checking lights and unhooking when I bring it back. I think this location should be called we haul!
Karen DExcellent Service, Thanks
Juan RGreat location I particular like that there is a gas station right there so clients can fill up as needed when they return the truck
Mary-Ann LGreat service ! Very clean! They made sure the hook up was perfect and everything was working. Will for sure rent from them again. Exceptional service !
AVA CThe desk attendant was so lovely.
Suzanne BTrailer we rented was dirty. We pulled up to front entrance and employee came out with a mop. Cleaned it. Looked ‘clean’. Took 45 minutes to get in and out which I think is too long. Had trouble connecting the chains to our hitch. We clearly inputted the type of truck we were bringing, but employee complained about this type of hitch. We started to load our stuff, and it was very ‘greasy’ and slippery in the back of the unit. On further inspection, it was oil or diesel all over the floor. After walking in the unit, jumped onto the concrete and left black gas marks on the concrete. Ended up putting cardboard and a piece of plywood on the floor of the unit so it didn’t wreck any of our items. Told employee when we returned the unit, and there didn’t seem to be a bunch of concern. A $10 discount was given, but I don’t want to rent a dirty unit. Not really good in the experience column.
Gregory TThe owner/manager was very attentive he came out and helped me unhook, appreciated my business. I've been to this location previously! Love these guys!
Rick KEverything was great, I was early to pickup the trailer but the owner was also early so I was on the road before my appointment time.
Kenneth YVery bad service. The owner was very unprofessional. Got mad because my experience was a nightmare. Never had a problem renting a U-Haul before. Will never go back to this location.
Dwayne GFrom my experience with this location, I would be hard pressed to find them doing any better at customer service or vehicle presentation. Very very impressed.
David SGreat service
Kimberly DVery professional and cooperative. Excellent service.
Gordon MTrailer brakes did not work. Had no fluid in them so trailer obviously was not checked prior to me renting it
Bert MVery good location and great customer service!
Joseph PGreat service, and value.
Benjamin LThe clerk that assisted me was fantastic.
GREGORY BHad a good experience with U-Haul today. Everything went smoothly, and I got help right away. The whole process felt easy, and it made the move go a lot better. It was a solid business interaction, and I’ll definitely be using U-Haul again in the future.
Koffi AEverything was good
Jean LExcellent service and very efficient
David PVery very very kind and helpful worker, extremely professional, helpful, and kind. If he isn’t already a manager or some other high-ish ranking employee you should absolutely consider promoting him!
James MThis location was amazing thank you.
Glenn HStaff were efficient, friendly, knowledgeable, and helpful! The equipment was clean. The Gas’s Plus had us also had a quick and running out the door and was just as easy to return.
Kathleen JExcellent Service, Thanks.
John MNo problems at all. In and out in 5 minutes.
Patrick DContinue what you're doing
Ralph BVehicle needs to be checked for weird sound
Abraham AThis vender is always very pleasant and professional to deal with. The only negative comment I have is that when i picked up the trailer I looked inside and because of the light I didn't notice that it needed to be swept out and indicated on the electronic response that it was clean when it really wasn't. This was my only complaint and it was minor. I mentioned it to the representative when I returned the unit and was told they would check more carefully as to cleanliness in the future.
David KVery good and quick efficient service.
Sheila S