Customer Reviews for Malvern Lukoil
(U-Haul Neighborhood Dealer)

Rating:

5.0

Was charged for gas to the tune of $47.50 when I put gas in the truck and left it with more gas than I started with. Very disappointed!!!

Rating:

1.0

I arrive to find out they double booked me (employee Kush (??) was helpful in troubleshooting the issue so I was able to take the truck). Returning the truck was a disaster. I was told there would be a charge if I didn’t replace fuel so I filled the fuel slightly higher than to when I received truck and employee (Sam Patel) was very rude, charged me for the fuel after I replaced it and couldn’t explain the charges. Saundrice on the customer service end was excellent in helping me to reverse the incorrect charges.

Rating:

4.0

Location was fine, but it was very disappointing to discover the truck didn’t have a ramp. Putting large heavy items into the truck was difficult. I thought all UHaul moving trucks had ramps?!?

Rating:

5.0

Wasnt clear that I needed to fill the tank back up. Didnt see it mentioned in the app “check in” process.

Rating:

5.0

The website was very slow and difficult to use. I gave up at home and went straight to the location. They then had trouble online with the website. It took the person about 15 minutes of re-entering data that kept disappearing. This was at a gas station so the other customers were mighty unhappy.

Rating:

4.0

I think I was overcharged on the gas. I drove 60 miles and put over 4 gallons int the tank. I was still charged for an extra 2 gallons at over $5 a gallon.

Rating:

3.0

The tank should have been full upon pick up and it was not. This location charged us for 2 gallons of gas when only 6 miles were driven. We will not be using this location again.

Rating:

1.0

The pickup location is a dirty convenience store that caters to smokers, drunks and folks looking for condoms. Perhaps the creepiest U-Haul location that I’ve experienced. I’m 65, with ample experience renting from you folks over the years. The equipment showed wear and tear. A bit sluggish. The tech enabled transaction made renting easy. But, your brand takes a hit on the creepy location. My nephews girlfriend recently dropped at this location and had same impression.

Rating:

1.0

When I returned the truck they told me I had to fill up the tank otherwise I would of been charged. So I filled it up. Then when I left a customer told me that I only needed it to be filled as much as when I picked it up. So I put in $40 worth of extra gas. I am not happy. I also returned it an hour earlier. The whole experience was not worth it. the truck was dirty. Not the pick up places fault. place was fine just did not communicate well. Wont use U haul again

Rating:

4.0

The software is a little glitchie. I pre-loaded Driver License but still has to load again at pick up. Also asked for additional info at pickup like passport, none of which I carry with me, but proceeded with pickup anyway; annoying.

Rating:

4.0

The online system has many issues. I arrived at 1245 to pick up truck. I had a business call at 130 and I had to be at an appointment at 2 pm. I took my pictures (3) times with on-line pickup system and then it would log out. I called the help line . She was nice and followed all her protocols by it took me an additional 30 minutes to get the code and get on the road. I was late to my call and late to the appointment. This cost me money out of my pocket

Rating:

3.0

The process of mobile pick-up needs improvement. I suppose if you really hate speaking to people, it would work for you but it is much faster to go to a staffed location and talk to an employee to go through the pick up process.

Rating:

3.0

Recent price rise on mileage was 29%, 5 times the rate of inflation. Software glitches for renter & agent continue to plague the process without being addressed. A shame this company is a defacto monopoly, where serious competition would improve processes, customer service & pricing. Lots of poor reviews online. It causes thought to look for other alternatives in some form.

Rating:

5.0

Great experience. Gentlemen who helped me was kind and patient and accommodating. Highly recommend.

Rating:

5.0

Only issue was mud and dirt in truck.

Rating:

1.0

The teuck was filty- from windows to seat and steering wheel. It was sticky- there were trash ( used tissues, granola bar wrapping, etc) on doors and floor. In addition, i was overcharged. I will never use this location again.

Rating:

2.0

Make sure trucks are up to date and ready to do their job. I moved on a day where it was pouring, took the truck home opened up the bed to find it was completely soaked from a HUGE hole in the right front of the cab. Completely defeated the purpose of me renting the Uhaul in the first place. I called customer service just to be put on hold for 30 mins. I was told i could pick up a new truck at a different location which i didn't have time to do as i lost time buying tarps and patching the hole in the truck so it wouldn't ruin my belongings. So not only did i lose time and money but i ended up doing my loads in my personal truck and just dropped the Uhaul off. For what customers pay you should really make sure your trucks are in shape to do the job people are paying for. I will not be renting a Uhaul again in the future.

Rating:

1.0

This location frequently tries to get extra chrarges by either overriding the customer's previous selections on computer, falsifying the level of gas in tank upon start out, takes extra time in person to re-enter onto computer items that were already input previously by customer. Another ploy is to charge extra for "outside business hours" when vehicle is clearly returned within business hours. The favorite is to charge you CDW when you indicated on reservation & then later in person with agent that you do not want. He puts it in as as his override. Beyond the agent antics they often have an unrented vehicle on site that Uhaul inventory indicates is not available for that day, even with no other renters taking it.

Rating:

3.0

Don't secretly add the collision damage waiver (CDW), when the renter doesn't want it...and then expect them to pay for it.

Rating:

4.0

The app was problematic to use. very slow download speed via the mobile network.

Rating:

5.0

I rented the same 9' van twice. The truck operated well and met my needs. The only improvement I recommend is that, at a minimum, the front windshield should be thoroughly cleaned inside and out for safety reasons alone. As I driver I depend on clear vision. The windshield on the rental was not clean and when the sun or oncoming traffic lights hit the windshield it was difficult to see clearly.

Rating:

4.0

Your on-line booking leaves a lot to be improved. I wanted to rent a truck at the Uhaul Malvern, PA location and put that in as my desired location only to be directed to other locations. After I picked up my truck I rode by my desired location and the lot was completely full of trucks both yesterday when I picked up my truck and today when I returned my truck to the other location. I tried calling that location and no one answered the phone and I was directed to the main reservation number and a recorded message saying no vehicles are available at this site and advised me to go on-line to find equipment and promptly disconnected me. Could not reach a live body to speak to!!! Very frustrating.

Rating:

1.0

This was a very disappointing rental experience. Changes were made to my rental without notification adding costs to my rental. Communication with customers needs to have a much higher standard. Krystal on the 1-800 was very helpful in getting me the correct information. Based on this experience I would not want to use u-haul again.

Rating:

1.0

Truck didn't have a ramp making the rental of the dolly eventually useless for it's intended purpose. When the location was called, we were told they didn't have a ramp and "If you want one go get one" wand was given the location of another store.

Rating:

1.0

This location has history of fradulent charges. Agent refuses to put into rental agreement NO CDW, after customer entered reserv online with this & told agent this at pickup. They also purposely overcharge by putting wrong mileage rate & falsely say you returned it after hours (for $20 extra charge) when it was not after hours. Even when U tell them to fix bill at return they do not so Have to waste better part of an hour trying to get char or phone person at Uhaul to reverse the charges & then only about 4 days later. Often they don't reverse the sales taxes U paid on the fake charges. Zero management quality control over this location. 201 S Morehall Rd Malvern PA is location /Lukoil station. They also do not enter their available inventory into computer many times so that U can not see it to rent. It just sits there unrented.

Rating:

4.0

Good experience . At this location it seemed our reservation was hard to find for some reason; otherwise the service was courteous.

Rating:

5.0

$19.95 is a little deceitful .

Rating:

3.0

Sole employee at gas station was very busy with customers and uhaul express checkout took way too long.

Rating:

5.0

Super easy, you can gas up there and leave you car. People were very nice!!

Rating:

1.0

Customer service was very rude

Rating:

5.0

Pleasant, easy, accommodating , convenient with gas right there . I’ll be using their excellent service and their van or trucks again! Thank you !

Rating:

5.0

I am an older person, not good at using electronic devices, and the staff there made it so easy for me to check in and check out.

Rating:

3.0

took very long for app to approve me to get the keys.

Rating:

3.0

Agent attempted rip off on gas tank level: extra charges unwarranted. Your chat system routinely cuts me off, needs IT improvement. Agent has a past pattern of trying to get extra charges added on, then customer has go to Uhaul cust support to get refunds. Pickup trucks never available at this site. Pictures of license can not be stored for use at next reservation.

Rating:

4.0

Cut out the overcharges that I did not sign up for, like CDW that the agent put in without asking me after I ordered online without. Start making pickup trucks available at location if requested several days before. Store driver license scans for future instead of wasting my time reloading them each time. Fix software glitches, such as not recognizing valid password & erasing part of screen after making an entry further down. Let vehicle rentals come back to place of origin instead of requiring another location.

Rating:

3.0

Website still does not store license picture after repented rentals so have to waste time putting it in each time. Also there should be box up front to skip all the pages asking for extras so I do not have to waste time with all those pages. Qebsite does not accept password it previously authorized/confirmed. There is demand for more pickup trucks but Uhaul does not make them available.

Rating:

5.0

As I am already registered on system, it is annoying that I have to re-enter my pictures of front & back of license each time instead of storing it, then your system subsequently provides poor quality image to renting agent so I have to do all over again with them. Your initial email asking for review of ordering/reservation process sends me to your general site which has no section for review, so it is all a waste of time. I have rented this same truck 3 times over last month & Uhaul still does not fix the damage on front bumper.

Rating:

3.0

Chap working behind the counter, Friday morning, was excellent, and very knowledgeable..

Rating:

4.0

Have a better return experience

Rating:

3.0

Stop hitting my card with a $1.00 charge for "verification", prior to rental pickup. Make vans available at location from nearby location if there is 1 day notice. Fix software on rental reservation so that it does not annoyingly erase some of entries when further entries are made, necessitating refilling the boxes. Stop the excessive higher charges when vehicle dropped off at nearby, other location. Allow storage facilities to write up round trip rentals instead of forcing 1 way rentals, so I have to drop off another location. Improve response time when customer needs on the road call back for assistance.

Rating:

1.0

The employee told me to drop off the equipment at Chambersburg, PA for $50 savings but my contract would not allow me to drop off equipment anywhere aside from Waynesboro, PA. That being said, I was lied to by the employee and got no savings. Very frustrating.

Rating:

3.0

Agent put in CDW over my statement not to. Returned truck on time but faulty gas pump malfunctioned for 10 minutes before return to desk. Agent delayed recording return time so I was charged with an extra day. Had to go thru conniptions to get excess charges removed.

Rating:

1.0

The return via app did not work so I left the truck and was told by the employee he would take care of it. He sure did. He lied on the fuel level and cheated me. I put $18.14 of gas at this location (I have the receipt) to return it to 1/4 tank, which was the level when I rented the truck. Two hours after my return I received and email charging me $56 and claiming the tank was 1/16. NEVER USE THIS LOCATION THEY TRY TO STEAL YOUR MONEY

Rating:

3.0

This place was hard to find. We drove past it the first time and had to circle back. There weren’t any signs for U-Haul rental/returns so we had to ask the gas station attendant if we were in the right space. It wasn’t as great of an experience as a dedicated U-Haul store.

Rating:

1.0

1) Stop switching locations on online customers without telling them. This happened to me twice with U-Haul in one week. The first time I went to the wrong location. The second time I caught the unannounced switch. (and the location I wanted for the second rental had the truck I wanted, so I don't know why the switch was made). 2) Train personnel so that they know how to use your systems. Picking up the truck took half an hour since the employee didn't know how to operate the system. And my drop off at this location was a disaster, with the employee yelling at me incomprehensibly - I eventually figure out that he was telling me to do some sort of "online check-in". I had no idea what he was talking about. My drop off at the other location earlier in the week went fine. 3) Don't mislead people into thinking that the "cycle" rental is a daily charge, since it is not. 4) Don't mislead people into thinking they will get ancillary equipment when they will not. I ordered 3 dozen pads at this location and they had none. At the other location earlier in the week I also ordered 3 dozen pads, and they only had 8.

Rating:

3.0

Difficult drop off. Language barrier. Instead of helping me with an issue he kept telling me to email uhaul myself.