Customer Reviews for Magnolias Best Store
(U-Haul Neighborhood Dealer)

Rating:

3.0

The staff was not well informed or polite

Rating:

3.0

We got a van, that they said was 1/4 full but it was less than 1/4. He told us that if we will fill the gas, we’d get a refund if we fill more gas that what was given. We had to fill up on gas immediately and I returned the van with almost a full tank. The same guy said they don’t give refund. The guy (at the shell station) wasn’t polite either and literally was deceitful- told us we would give a refund if there’s more gas in the van when I returned the van, and then refused he said that.

Rating:

5.0

I rented a van for 2 days, returned it early, and was charged correctly for its use. The check-out and check-in process went smoothly, with perfectly charming gentleman inside the gas station to assist on both days. Granted, I had to walk out to the sidewalk in order to receive a cell phone signal (TMobile) and confirm the van rental via email, but this of course is not the fault of the employees at this particular Shell gas station -- so people, take a chill pill and cut them some slack and give yourself time for the kinks to get worked out! I would happily rent from this location again, and appreciate the good customer service we received this weekend.

Rating:

3.0

The van had broken glass and dried mud all over the inside of the back.

Rating:

3.0

This was a frustrating experience. The Uhaul website kept expiring quickly when I was trying to sign in. I waited for over twenty min. while the clerk was trying to navigate the system and help another customer. There was one person working who seemed inexperienced and over worked (I have no problem with him and feel sorry for him). There was no fuel when I finally got in the van (the empty light was on) although my rental agreement said there was a quarter of a tank. I was already late for my job because of the long check in and having to get gas before I could leave was really frustrating. I don't have a good impression of Uhaul your website seems to not function at multiple locations, your locations seemed to be understaffed with nice overworked under trained people.

Rating:

1.0

The pickup was handled very poorly. The Employees seemed unprepared to help and the service was very slow.

Rating:

1.0

App didnt work when taking the vehicle which lead to delays. While returning, person had no idea how to do returns and told me that he’ll send receipt later. When i got the receipt later i was charged double the amount!!

Rating:

1.0

The person at the store didn’t know how to give us our u-haul. They had to call someone else to figure it out and we waited for 40 minutes at the counter while they did that. The paperwork said the gas tank was at 1/4, which I had to check and tell them it was actually at 1/8, which the person also didn’t know what to do about. Our truck we got also had graffiti all over it, some of it very offensive. Overall a very bad experience.

Rating:

2.0

I arrive early for my pick up and began the check in for keys, but with the lack of signal and complications it ended up being 30 minutes into my rental before I could get my key. The attendant on duty was wonderful, but the process became ridiculous. The delay cause the rest of our rental time to run behind, including running into rush hour traffic and being late to our return.

Rating:

3.0

No dolly was available after I paid for and requested one.

Rating:

1.0

The van I rented was very dirty, food particles, dust and mud. The van had clear damage to the front and it was not noted before I took the truck over. The location of the rental was poor and customer service was also poor. He said they knew of the damage but did not mark areas of damage. He also took a photo of my ID 3 times. He said it went to the U-Haul app but I watched him take my photo and only put it on the web site twice. I asked him to take my Drivers License photo off his personal phone and he refused to do so. I found the hole experience off putting. I have rented from U-Haul before and have never had such a bad experience. I did not make a fuss during the process. I decided this would be a better option. I worry about my Identity getting stolen and it being used. His customer relations was poor and I will not be using is location again. I hope who ever gets this does something to correct this locations behavior and someone of authority has his phone looked over so my ID photo is erased.

Rating:

1.0

On Saturday August 13 when I wanted to end my rental at the Magnolia neighborhood dealer at 2:45 pm, the cell service was horrible, and I was not able to upload a single photo. I needed to upload a photo of the odometer to be able to end the rental but was not able to so I got stuck there. The person working there knew that cell service was bad and he said he can’t do anything about my rental. He had no idea how to end my rental so my only option was to do it myself through the app but without any cell service that was impossible! I waited for 45 minutes hoping the photo would upload in the app. But I couldn’t even upload a single photo of the odometer after all that time. Then I try to get on the call with Uhaul and it says 50-minute wait time!! Finally, someone picked up, and I explained the situation that the photos didn’t upload and I wasn’t able to end the rental. But I took multiple photos from the odometer myself on my phone and the photos are timestamped. The person on the phone said he ended the rental for me but I might need to attach photos of the odometer reading in an email. The next day I got an email indicating that I was charged an extra 13 miles! And I emailed the customer service email but no response. This was the worst ever uhaul experience and I don’t think I ever will rent from Uhaul again. You need to do something about this Magnolia store, the guy working there had no idea and he just said that he gives out the keys and gets the keys back and doesn’t do a thing about starting or ending the rentals. There should be some measures for what if there is no cell service at a store! And the people there have no way to end a rental! What’s funny is in the morning the cell service was fine cause I was able to upload photos of my driver’s license and also took a selfie cir identity verification to start the rental. But for whatever reason, the cell service had exacerbated in the afternoon (probably more demand for the cell towers?) Not only would I want my money back for the extra miles but I also think a full or partial refund for this horrible experience would be fair!

Rating:

3.0

I requested a dolly but there was not one in the Van when I picked it up.  Also, when I made the reservation online, I rejected any insurance add ons.  However I see it was added when I picked up the van.  I would like the 7$ fee for the dolly refunded as well as the $10 "coverage" fee refunded.

Rating:

1.0

No place to turn in keys and now dolly I paid for nor blankets

Rating:

1.0

I was charged beyond my use of the truck: I used the truck on Sunday, May 22 from 5:30pm to 8:30pm, and upon returning the truck, I spent thirty minutes trying to check the truck in: first I tried the app, and that didn't work; finally I was able to check the truck in by phone. However, today I received a receipt stating that I rented the truck for three days, and I was charged double my original bill. Not only was my return process frustrating, but now I am also being charged more for days I did NOT even use the truck.

Rating:

3.0

fix check engine light

Rating:

1.0

The after-hours dropbox was not available. I had to come the next day for dropping off the truck keys.

Rating:

1.0

Van had visible mold on the seats and seatbelt. It had a notification saying it needed an oil change. The tank was 1/4 full instead of 1/2 full when we got it.

Rating:

1.0

No drop off location for the key. Returning the vehicle here required multiple phone calls to uhaul customer service due to misleading information.

Rating:

1.0

Don't let me make a reservation at one location then make me pick it up somewhere else

Rating:

1.0

The two people that helped me were very, very nice. However, there was no internet to check in or out and the place is a cell phone deadspot. I had to walk to find service. If U-haul's system is so dependent on the internet, then U-Haul really should be making sure that there's internet at locations. This was a very frustrating experience. On top of that, the van was very dirty. There were piles of moving blankets and a dolly that were strewn about. I specifically requested to not have any of this in the van. There was a leather eyepatch/legstrap, honestly not sure. I didn't get to do a walkthrough because I had to check in away from the vehicle.

Rating:

3.0

This location didn’t have the furniture dolly I had ordered. That was a disappointment as the item I was transporting was heavy and I lost $7 on the rental.

Rating:

1.0

I called a UHaul representative to book as I needed to pick up out of hours and was directed to the Magnolia location. When I arrived to pick up my van it was actually not possible to pick up after hours and I had to reschedule to pick it up the next morning. There was also an issue picking up the keys with the UHaul system and it took absolutely ages. Overall my worst experience with UHaul.

Rating:

3.0

This pick up location concerns me. The location operates on a laptop and a personal cell phone. My first concern is providing my drivers license to the gas station attendant so he can take a picture of it (front and back) on his personal cell phone. Having my personal information stored on someone’s cell phone is a problem for me. Also the attendant had some difficulty and had to call in for help. The “contract” I received overstated how much gas was I the tank. However I did not mention it at the time because I was frustrated with how long it took to get the keys. When I went to return the rental about an hour later the “new attendant” indicated that she had not been trained and suggested I just leave the rental there with no receipt and she’d take care of everything. This was unacceptable to me. I drove the rental to another location. The manager of the new location was very helpful. However, she informed me that there would be a $300 charge if I returned the rental there. As opposed to doing this she “returned” the rental for me “on line” to the original location and discounted the miles for me to drive the rental back to the original location. All of the u-hall people I interacted with were pleasant. The manager of the “official u-hall” location in Magnolia saved the day and went above and beyond to make the situation acceptable. However, the overall frustration was high and the time loss was about an hour and a half. I will rent from u-hall again. However, I will not rent from a “pick up” location. Thanks for listening and have a great day. Jon

Rating:

1.0

The entire experience was absolutely terrible. Horrible. If you actually care about good customer service and customer experience, you will have a manager call me to discuss it. If you want to get better, and you need to, you will call me. Jeff Coombs 650-823-2504. I( no one calls me, I will continue to tell people how utterly awul Uhaul, and I mean AWFUL, Uhaul online app-based rental is.

Rating:

5.0

Hello: I have rented a U-Haul Van from this location on two occasions. It is very close for me, and I appreciate the convenience. It is not however, a true U-Haul rental location, but a local gas and convenience store. The first time that I rented the van, it was fine. The second time, it was rather dirty, with actual unswept dirt in the back of the van. I needed to transport high end furniture, so this was not exactly the way I anticipated to receive the van. During these times, it would be ncie to know that a little extra care and concern as it relates to cleanliness would be appreciated. In addition, it seems that going through the motions of an expidient check out during the reservation process is a moot point with this location. It is anything but expedient. Because this location is close and convenient, I would probably rent from them again, but it is important to note that they need to do a better job of making sure that the equipment has been cleaned and wiped down before re-renting it.

Rating:

1.0

There were multiple inconveniences with my U-Haul reservation. First, we reserve the car from 7:30am-3:30pm, but the online portal alerted me that the car was not ready to be picked up until 8am. Then, we had to complete multiple other steps prior to picking up the truck - alternate contact, passport, etc. - this information was a HUGE inconvenience and should have been explained BEFORE the reservation, so I could have adequately prepared and brought all the necessary documentation. The person checking out the keys to me at this reservation had internet issues and took 20-30 minutes to hand me of over the keys. Then, the U-Haul truck was missing the dolly that we reserved. I would like to be refunded for the 1 hour that caused all the delays for this and for the dolly that was missing as well.

Rating:

1.0

I was charged for services that were not provided (furniture pads) and that I did not request (safemove)

Rating:

1.0

I was delayed for 30min trying to get the van I rented. This delay made me late to the movers I hired which cost me an additional $40. The location wasn't the only issue. I called the main support line and they sent me a dead link when I couldn't get the mobile pickup to work. The owner of the location called support and complained about having had the same issue multiple times. I also did not have a dolly in the vehicle like I requested in the online pre-signup.

Rating:

1.0

I needed an extra day for my tasks so was instructed to deliver truck by 8:30am to this location 7+ miles from my destination. Went around 11pm to avoid morning traffic issues. Location was closed. Had phone issues and many problems logging onto Uhaul website. Got a VERY helpful customer service person who phoned me and spent close to an hour getting me logged in and facililitating truck drop off. After Midnight we discovered this Uhaul rep location had NO KEY DROP!!! Also no contact info, no functioning available phone#, and a couple of rather unflattering reviews related to truck rental and general business practices. We left parked truck at location. My ride back across town was patient about long & late night inconvenience. After a short amount of sleep,we returned 7+ miles to Magnolia location and dropped off key for other rental customer. When I mentioned lack of (required?) Key Drop owner said it was not his problem. My opinion is that this "Agent/ Location" is no asset to Uhaul and may even be a detriment. Thanks for letting me vent. ALSO,I was a little surprised that an additional day paid rental included No extra included mileage allowance even though less than 24 hours were available before mandated vehicle return. Thanks. BW

Rating:

1.0

Truck was broken -- gas was leaking out the bottom! Very dangerous.

Rating:

5.0

The change of pick up location should have been made more clear. The email didn’t make the change easy to see when received via cell phone. But this location was great.

Rating:

3.0

Check the vehicle's cleanliness and functionality before providing it to the next customer

Rating:

1.0

This location advertised that they provided after hours return but there was no after hours return box which forced me to keep the truck longer than I could afford.