Big convenient parking lot
CHARLES W
Customer Reviews for Rt 9 Sunnys
(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.
The clerks were pleasant and helpful
JOCELYN FWhen I reserved the truck reserved a dolly as well there was no dolly and the truck was very dirty
APRIL BAVOID this location at ALL COSTS. You will be charged IN FULL for truck rental and anticipated mileage. When you return truck they WILL charge you the FULL AMOUNT of truck with actual mileage vs subtract the difference from you already paid. Contradictory to what was told to me upon renting. I had to call the Corporate office to be informed that the over charged amount will be refunded in 5-10 business days 😏….save yourself the headache and AVOID this location.
Melayne AThe agent was helpful sorting out a discrepancy between my reservation and the charge at pickup. Your system needs to recognize that some sites have pickup and return after 6 p.m. and returns after 6 do not constitute a two day rental.
WAYNE BThe only negatibe was that the truck broke down and I was left waiting on a repair truck. It seems there was an intermitant fault of some nature.
EUGENE CWhen going to the internet site for the drop off, there is nothing that says there will be no U-Haul personnel there. Taking a 6x12 off the hitch ball is not easy. If it were my wife returning the trailer, she would not have been able to drop the trailer. Then she would have been faced with trying to back the trailer up approximately. 100 feet.The signs posted in front of the security gate had phone numbers which were unattended.
robert bRe charge the air conditioning system in the truck. It did not blow cold. I mentioned it to the cashier.
Patricia AI was told by corporate logistics type that there was personnel at the location to hook up the auto carrier to the truck and load and tie down the vehicle. No such personnel were available. Fortunately, the regional manager was in the area and he went the extra distance to assist me. But for Ed’s assistance I would have been dead in the water with no way to connect the gear. Corporates inaccurate information could have seriously and negatively impacted my move. And, by the way, the Valero personnel pointedly explained they are not on the list of a full service U-Haul facility.
Paul WOn the website it said we could do a mobile pickup. Turns out we could not. So we had to wait an hour. Not the fault of the retailer. Otherwise was great.
Sherry BNo one was there to help me get the trailer that have my car on here off. I had no help whatsoever.
ZIPPORAH TDid not interact with personnel. Did everything through the app.
Deborah WLower the price or put the real price on the side of the truck. 90 dollars is fsr from 19.95
Alex SNothing
DEBRA MThere was nobody to help with the hook up.
Richard MNo Military Discount at that location. Sad, I have been the military, retired and also disabled. I do know that military discount is not a right, just a privilege.
Luis MThe gas indicator on the contract paper was in 16ths. It said I had 13/16s of gas. When I picked up the U-haul I asked if the gauge I would be looking at in the truck was the same and was told it was. But the gauge in the truck was the traditional "empty, 1/4 full, 1/2 full, 3/4 full, full" gauge. The gauge was sitting exactly on 3/4 full. When I dropped the U-haul off the gauge was just slightly above 3/4 of a tank. I turned the vehicle in with more gas than when I picked it up. But since 3/4 is equivalent to 12/16 the attendant said I was short on gas. As a result, I had to add gas to the vehicle.
Myron HThe people were super nice and friendly , my two complaints are the inside of truck smelt very bad and all window glass was filthy to include tree sap . Mechanically the truck functioned and ran well. My second is that the mileage rate is extremely high .
Daniel EMake sure the air conditioning works
alyssa mI had to remove the trailer from my car because the worker was one his phone and couldn't do. He then wanted me to push it to a spot 20 feet away and uphill. I declined. It took me several minutes and several requests to get him to give me a receipt. He finally emailed me a copy. This is not a location I will ever use again. Also U-Haul a sign in the trailer says if I return it clean I get $15 from U-Haul. I mentioned this to the attendant but he ignored me. Where is my $15 dollars?
Richard GDirty vehicle. Sounded like it was going to fall apart. No gas when I got in the vehicle and they tried to charge me for a gas refuel
Patric BEasy check in and check out. Clerk very nice.
Shirley GMechanically everything was is good shape. Pick up and drop off staff was excellent. Check in and return on mobile app doesn’t work. Truck was full of dog hair when I opened the windows it blew everywhere and we were covered in it. All in all. I’ll use your service again.
Joshua WThere was nobody available to help me hook up trailer. I had never done this before, but figured it out using the pamphlet. The attendant was very friendly, but unable to assist the hook-up. I was just surprised that a customer is assumed to have prior knowledge, not to mention the strength to lift the trailer.
Rex DI have rented U Haul a number of times..This was the first time experiencing a very dirty truck..I mean the floor..dust ..paper in console from straws.. But the gas gauge was only on 1/4 at almost empty mark..When I returned it the lady showed me a paper with the gas supposedly was in truck..Oh when I rented it the man barely said 2 words I asked questions...Having rented before I felt strange about it..I once rented s U haul drove from Salt Lake City, Utah to WV at a cost of $2,500.00 in October of 2021...This service was not at all good quality!! Then the woman had me walk back to the truck checking well she proceeded to tell me the gas was not correct..The guy never walked me to truck..never asked me if I had any more questions..Nothing just handed me the keys.. I may be renting another truck soon but it certainly will not be from Sunnys U haul truck rental here in Martinsburg WV...Thank you, Janet Kolb
Janet KI'll give you an idea by including my review of this location: RUN, DON'T WALK away from this uhaul location or you'll regret it. This is by far the worst experience I've had with uhaul rentals. It started with the location listed online when you rent is "Sunnys," but the place is at a gas station called Valero (no sunnys sign anywhere). I chose online to do the mobile check-in and pick up because I was in a hurry for that day and wanted it to go quickly rather than waiting at the counter, but when I went there you couldn't use that. You had to go inside the gas station and wait in line there to do it at the counter instead. This place had ONE person doing the uhaul rentals and the gas station/convenience store check out. I was the second person in line for uhaul and waited there in line for 40 minutes before getting help as this one person kept stopping to go ring up people and run the gas pumps and we were LAST priority to be helped. After waiting forever, the guy in front of us finally got helped to only be told he did something wrong on his reservation and instead of helping him to do a new reservation on her computer, he was just told he needed to go fix it and come back. I felt bad after he waited so long and she just blew him off. There's no organization at this place and they have no way of tracking inventory they have (as was stated to me by the woman working there when I double checked that I'd get the dolly I reserved when I saw her hand out what she thought was the last one to someone else she was offering it to), so even if u rent a dolly or anything extra, you aren't guaranteed to get it when you get there because they handle it by just giving out what they have stored in the back until they run out of what little they do have and then you show up and they don't have what you reserved so you're out of luck. The Uhaul cargo van we rented was very dirty inside the front cab. There was trash (bottles, wrappers, etc) inside both front doors wells and center console. I kept sanitizing my hands throughout the day because every time I grabbed the inside door handle it was sticky and gross. The cargo area of the van stunk horribly and was not only dirty, but had oil or something similar on the floor all through the center of the cargo area. It was just gross. They don't allow you the process to go over the van/truck you rent to mark down any pre-existing dents or marks, so make sure to take your pics or videos of its condition before you leave the lot so you have proof of condition for yourself if it's needed later when turning it in. All in all, this was THE WORST uhaul location I've rented from and the WORST condition vehicle I've ever rented from them (which I've done quite a lot). This location needs to just be a gas station and give up the uhaul rental business because it's a disaster of an experience and a big glaring sore on uhaul's image/business.
YASHAR EThank you for making my truck rental so easy. It was nice to get all of my household goods moved in one trip. I will recommend you to people who need to move their stuff to another location. Signed: Penny Dove 04/03/24
Penny DCharged me two days for being late with truck by 1.5 hours.
DANIEL SIt would be nice for them to have a printer!
JOCELYN FLost my order, Requested truck was gone
Mariyah HGreat service
Roger MVery fast and easy check out.
walt wI arrived at the pickup location on-time the clerk was busy taking care of other people in the convenience store, she pulled up my rental agreement and discovered that uhaul had canceled my pickup at this location, because the truck I was supposed to get had been extended by the previous renters. I was directed to another facility in the area. Upon arrival at the other facility, which was closed, I proceeded to call customer support where I spoke with a very indignant person, I don't recall her name, but she was downright nasty towards me. She started off by saying I was late to my pickup which is why they canceled my order. I corrected her on this, and she got even more hateful in her tone. I have never been so disappointed in the customer service I received with uhaul. I explained that I was told it was canceled because the truck I was renting was not available, and the other facility was closed. She didn't offer any solutions, was rude, and was definitely trying to make the situation my fault. I am very disappointed that uhaul would extend a rental for a vehicle that was reserved. I mean isn't that what reservations are intended to insure that the vehicle you require is available. I think that uhaul needs to require that extending your contract be done in advance in order for uhaul to contact the next person holding a reservation time to reschedule or make other arrangements, I was in tears, crying and shaking, this was my reserved time and they had just given it away without even making any effort to contact me, I was standing there on my only day off with no truck available and no options from uhaul customer service. I literally move every 6-12 months and I always use uhaul, I get no discounts for my loyalty and now you've given me a reason to look elsewhere on my upcoming move in May. Please give your customer care people some training in human kindness, moving is stressful enough without someone trying to turn their mistake into the fault of the customer. I was where I was supposed to be, when I was supposed to be there, your company created the situation by giving my rental away and I was not given enough compensation for my stress, anxiety, pain and suffering caused by your negligence.
Debra AComplaints were issued via phone to U-Haul. Field Mgr was supposed to call, but never did. Driver side headlight was out & spit tobbaco covered driver side door. Cargo dolly was ordered with rental but was not inside truck. Dealer was of no help. Chat texting was a waste of time. Phone call didn't produce any response. Terrible overall experience & no one within the organization seemed to care or followup, as promised. Shameful customer service.
shelly rEasy pickup, easy dropoff. Equipment was in excellent shape and they had exactly what we needed. Both customer service agents were friendly and professional. A bonus was they were open on a Sunday!
Lance MAll went well at this location I have rented from here before and I would go back again. Great place with all the help needed.
TROY RThis was a secondary pick up place, the original place was closed. The clerk at Sunny's was very nice and accommodated for the 1st place being closed
Raymond SNo improvement needed as far as I am concerned.
Donald SI have been renting from UHaul for over 40 years. This is a review of UHaul itself more so than the rental pick-up location. Your online process has flaws that need to be addressed. I had included a dolly as part of my order. When I arrived, I was told that the location did not have dollies. Then I was asked questions to which the answers I had already entered online previously. This is irritating to the customer. The truck cab was not cleaned out. This is OK until during the, once again, online based check-in process, I was asked if the cab was clean, and otherwise I would pay a charge if I returned it in the same condition. More importantly, the windshield had not been cleaned for a long time apparently. Besides the dirty condition on the outside, the inside was so smudged as to present a safety issue. This is unacceptable. It is poor business practice to not have the fuel at full for the customer. Any quality rental car company does this. It is irritating to the customer to try to fill back up to, say 15/16 full. This lack of service reflects poorly on UHaul. Finally, the Uhaul return process needs fixing. I was given a return time that was a full hour before the location opened. Coordinate the return times with the location open even if that means the rental time is extended (without additional charges). Certainly, with the online check-in process, the customer better have a smartphone, good connectivity, and know how to use the more advanced functionality required for check-in. It is irritating that Uhaul would charge a $20 "convenience" fee to check customer returns. Is the customer now doing the clerk's job? And if not, why does the customer have to pay to have the return check-in done by the location? All these business practices reflect very, very poorly on Uhaul.
Alan TI had to remove the trailer off the hitch by myself. I was not strong enough and had to call my daughters boyfriend to come meet me to help.
Tracy LWebsite is mid informed on hitch size for car trailer. Location had no hitches to rent. I had to drive to advance auto and purchase a 50$ hitch to make everything work. No light adapter for vehicle or none to rent. Straps was to short on trailer lucky I brought my own. Location did the best they could uhaul just is no equipped for car towing. Also could drop off at a different location had to return it there .
Dennis CCharged my card twice
David KExcellent customer service cashier Kim is very helpful and great customer service
sunny mThis is a gas station, convenience store, the clerk was busy with a number of customers, and was not real helpful with what I needed.
Mike SThe manager did a very good job quick rental easy return...
Mark dSunny is awesome and so convenient. And a gas station to. So no search to fill up andhe has alot of room on thr property to maneuver the truck.
David SMake sure key is kept in lockbox After refunding money don’t charge it back
Michael PRude customer service. Have rented several times from them. Vehicles always dirty and smells. I'm done!! Never again
Kim BI don't have any suggestions. The staff was excellent and I was able to park the trailer just fine, and there was plenty of space to maneuver.
Lon HIf I could give 10 stars to this location, I would. I called several other uhaul locations in the area for help finding an auto transport, because my wife’s car broke down 3 hours from home, no one at any other location I called showed an ounce of empathy or was remotely interested in helping me find a trailer that suited my needs. Luckily I stumbled upon this one and the gentleman that answered the phone was pleasant and extremely helpful, and was able to get me a trailer same day and the service was excellent!
Trace DThis rental location is Tops! Worth the money and a good value.
james s