Customer Reviews for Marathon Gas Elgin
(U-Haul Neighborhood Dealer)

Rating:

3.0

the person working the pickup desk was very friendly and helpful. however, u-haul changed my reservation by removing equipment we needed for the move, causing a massive inconvenience. u-haul changed my reservation to a different pickup location, which was fine as i understand they may have limited truck availability at certain locations. however, what i didn’t realize is they also changed my order by removing the equipment i had added to my reservation that we needed for the move (moving blankets). they also had random equipment in the truck that i didn’t order or need, which took up space and meant less space for my items. this was not communicated to me clearly or at all and caused a nasty surprise and massive inconvenience on the day of the move. as stated, the person working the pickup desk was very friendly and as helpful as he could be, but since u-haul did not provide the equipment i reserved there was nothing he could do to help. moreover, when changing my reservation, u-haul also deleted the information i had previously provided regarding my preferred drop off location, then called me saying i needed to confirm the drop off location. with all the stress and chaos of moving day, dealing with customer service and long hold times on the phone was the last thing i wanted to deal with, especially since i already provided the information when i initially made my reservation. Overall, the lack of follow thru on u-haul’s end regarding the information and requests i provided made this a terrible experience. in the future i would avoid u-haul if possible and recommend my friends and family to also avoid.

Rating:

3.0

When you add extras they need to be there. I paid for a dozen moving blankets. There was a bag with some in it on the truck. When I opened them there was only 2 so we were missing 10. I should be refunded the cost but can’t find where to do it.

Rating:

3.0

They added the Safemove that I did NOT take when I make the reservation online.

Rating:

3.0

The truck that I used needs to have the steering checked. Fords are notorious for tight steering. I have had multiple Fords over the years and found this is definitely true. The steering wheel wasn't in the proper position to begin with - I'm surmising that whoever did the front wheel alignment, didn't put it back in its proper position. And more importantly, there was way too much play in the steering wheel. Other than that the cab could have been a little cleaner. The cup holders were dirty as was the floor mat. The AC worked great which was a good thing since it was a tad on the hot and humid side. The personnel at the location were very pleasant. My only other complaint is that I wanted to pick up the truck at a location that was miles closer to my home, but instead was sent to a location farther away which only added to the mileage. As a result, I paid more for the mileage than I did for the actual rental, which is annoying to say the least. And I picked it up at 8 am and returned it at around 12:30 PM that same day - would have been nice to get a little discount for bringing it back before 8 am the next day since that's what I reserved it for since I wasn't sure exactly how long I'd actually need the truck.

Rating:

5.0

Did a mobile pickup. I had to go in to get the key, and the people there were very friendly. When I went back to drop off my app wouldn’t work, so they helped me drop off right away.

Rating:

2.0

My appointment was for a one way but they never sent set it up that way. This cost me twice as much to use the truck.

Rating:

3.0

Better communication!

Rating:

1.0

This was a horrible experience & no one should pick up a U-Haul at this location. It is not in a safe area. Also, they take care of all their gas station customers before helping us & it took an hour to get our U-Haul. Also, they did not know how to fill out the information & we had to call U-Haul directly.