Unfortunately, the rental truck experienced an overheating issue during my move, leaving me stranded on the side of the highway for approximately 2.5 hours while waiting for roadside assistance. This significantly delayed my plans and added a great deal of inconvenience to what was already a demanding day. When I returned the truck, the representative advised that no late fee would be charged because the delay resulted from a mechanical failure that was not my fault. While I appreciated that acknowledgment, waiving a fee for a problem caused by the vehicle itself seems like a baseline expectation rather than a resolution. Given the substantial delay, the vehicle breakdown, and the time lost waiting for assistance, I was surprised that no additional consideration or compensation was offered for the disruption to my move. I have used U-Haul in the past and generally had positive experiences, which is why this situation was particularly disappointing. I hope U-Haul will consider how situations like this are handled in the future, especially when customers lose several hours of their day due to equipment failures beyond their control.
Jeremy G
Customer Reviews for Phillip 66
(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.
I reserved a 10 ft truck ended up with a 15 ft truck. I was supposed to pay 10.00 for the truck and .69 a mile for making my reservation with this location. Basically I paid double and it would have been cheaper to go to the original location.
Ryan NService was top notch!
glemda mThe location I went to was very nice. The woman that helped me, I didn’t get her name, was very pleasant, patient and professional.
Rudolfo AI thought ibwas going too take 2 days and fast move
carrie kI was called on the third day by someone from the location and for some reason they were unable to understand that I was returning the truck that day but not until it was unloaded.
Matthew AVery easy to rent. Quick and easy with the digital return.
GEORGIA PThe truck was FILTHY! They are trying to rip me off $24 fuel charge when I brought it with more gas than the 1/4th tank I got it with! Dishonest and disgusting place.
Laila MUnlimited mileage so customer has no fear. Still can use dates and drop locations with worries of direct routes or detours etc that add mileage
joe sConfusing to find-hassle
Cassidy YThe truck was waiting & available as we were told. We were kept up to date on all information. Smooth transaction. Thank you for the experience!
Jeff TTruck cleaned out, not having a gas station clerk run out to get stuff out of truck and barely able to open the pad lock, no muffler on the truck, horribly loud
Toboneous MVery kind staff
GINA BStaff was friendly but admitted their knowledge level was a work in progress (new location). They were unable to assist or answer questions about my reservation and I had to contact customer service after I picked up my equipment.
Dionte Sgreat service!!!!!
CHRISTINA LThe only problem we had and it was not the fault of the Rental Drop Off Location was the U-Haul app wouldn't load to allow us to complete the digital drop off. After dropping the vehicle off after hours I called Phillip 66 the next morning and they were easy to work with.
Kris KEquipment we rented was not available at time of pickup.
Dirk BThe girl was the only one there in gas station and had customers. She asked if she could email my receipt when she was done. So I asked if it was OK to go and she said yes.Had my receipt in less than 5 minutes. Extremely nice and polite.
Stephen LIt took an hour to check out and everytime another customer would come to counter he would stop helping me
KOREY SAgent was excellent
TERRY K