They lied and told us that we had unlimited miles then turned around and charged extra for the miles.takira W.
Customer Reviews for Shell 1901
(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.
Great serviceLuri B.
Customer did not leave a comment.Raven C.
Customer did not leave a comment.MARCUS H.
Location was supposed to open at 6:00 am but the only employee showed up at 7:40 am which was 40 minutes after our 7:00 am pick up time - we left in the truck at 7:50. We were driving to Birmingham (1 hour away) for movers to load the truck but because we were delayed over an hour the movers canceled on us which caused a whole other set of problems. Horrible service - very unprofessional. Employee acted as if we were the unreasonable ones for expecting the location to be open and ready for our 7:00 am pickup.shara M.
Dropped off. Didn't talk to anyone; no interaction.JEFFERY S.
I filed a complaint at the address on your email (email@example.com) and the email came back marked "undeliverable". I brought the truck back cleaner than when it was picked up, with the same amount of gas it had when it was picked up (service person was not able to print paperwork at pickup, so I was not aware that there was a claim that the tank was half full--I took photos when I left, that was not true). I was charged almost twice what I should have paid. I have rented U-Hauls at least half a dozen times in the last year and a half. No problems before but I am extremely dissatisfied and expect someone to respondJoey N.
Customer did not leave a comment.JOHN C.
Customer did not leave a comment.LaQueena D.
The lady that helped us was so nice and polite. I would recommend to friends and familyAudra R.
I had to hook the trailer up myself, usually the U-Haul rep does and takes a picture of their work.Noel P.
The woman at the gas station was not familiar with Uhaul pick up processes and it took a long time to get the truck. Additionally, we had reserved a utility dolly and furniture pads and none were available. While not Shell's fault, they were in no way a full service location.MATTHEW M.
The drop off process is tedious especially if you've been on the road longâ€¦Jordyn C.
Customer did not leave a comment.KENNETH T.
Customer did not leave a comment.STEVE D.
Gr8 personalFraser Y.
Customer did not leave a comment.Blake V.
Customer did not leave a comment.Ronald M.
Customer did not leave a comment.KISHA A.
Customer did not leave a comment.Joel M.
I made a reservation three days in advanced. Only to find that at the location they sent via email had changed. No one communicated the change in location of the vehicle pick up. I had to waste 2.5hrs driving around to four different locations to pick up a truck and tow. By far the worst experience. I wasted more time trying to secure a vehicle than packing the truck. The customer service sucks.Michelle H.
Extra equipment not at this location--reserved furniture dolly (X2) not present. However, customer service responded quickly with refund.Elizabeth W.
Absolutely NOTHING against the pick up site. They were extremely nice and handled everything in a very professional manner. The issue is with U-Haul. Reserved the truck about 10 days out. The big pick up site was changed from less than 5 miles away to 25 miles away. Pick up was scheduled for 10:00, business wasn't scheduled to open until 11:00. No one ever showed up. It took 4.5 hours and almost 100 miles to get the truck. THANK YOU to Denise at Auto Pros Auto Sales for her persistence in getting us a truck. U-Haul customer service seemingly did not care if we got a truck or not.George D.
There was an issue where I did not get my utility dolly and furniture pads. There was no phone number on the app or otherwise to get help. I finally called the gas station directly to resolve the problem.Jason B.
Our pickup location was originally over an hour away. When we arrived to pickup our truck in Pelham, we were told all their trucks had their catalytic converters stolen. We were sent to Tuscaloosa. Associate was unorganized - could not find keys. Truck was clean, but passenger door could not be unlocked from outside. The extra drive time put us behind for our entire move. The entire experience was a disaster and we have rented multiple times over the past few months. We will certainly consider alternative options in the future.MARTY N.
My bill is not correct - I did not have a dolly and was charged for one!? I turned the truck in a few hours over and I brought the truck back full when it only had 1/4 tank - yet you charged an extra day - I put over $80 dollars of fuel in it above where I got it!!Jim L.
I had to wait in line even when there were 2 employee's there. When I got to the counter I was told all they needed was the key to the truck.GIL G.
Customer did not leave a comment.Maria C.
Customer did not leave a comment.PAUL W.
Customer did not leave a comment.Anna B.
Customer did not leave a comment.Rosie S.
It was fine, nothing to speak ofPATRICKRYAN C.
Customer did not leave a comment.Dorian D.
Male cashier was very rude and nasty toward meYounicy J.
Fire this location. Could not help attach towdolly even though someone at Uhaul office assured me they could. I had to call someone to help me. I am a 60 year old woman with no idea about attaching a trailer. No english when I called. All they said was internet. No receipt because they had no printer. Had to put my information in his cell phone. Highly do not appreciate this experience!!!Tina M.
Customer did not leave a comment.Shaunta B.
He was rude and couldn't not speak English Well, and would hand motion rudely trying to communicate. Not impressed. Couldn't get the pump to work at first and he would not look at the truck so I would know if everything was satisfactory so Ii didn't know if he would lie and you would charge me extra. Thankful that didn't happen. Overall not great experience. Won't go in there again.Leigh S.
The man at the counter was polite enough, but very difficult to understand.Robert C.
I reserved a truck to pick up in Birmingham (28th Ave, downtown). While I was standing in line to pick it up, I received a text that the truck I was to pick up, was in Tuscaloosa. The staff at the Birmingham location was not helpful at all. All the manager would say is "It's not my fault". Not only did my wife and I have to drive over an hour and a half out of our way, no one seemed to even understand why we were upset. I used U-Haul many different times over the years, but I would not recommend U-Haul to anyone.Greg T.
Have people in place that are knowledgeable about your products. The lady gave me a run around and it was pointless. All she has was a million excused. Had me to call customer service which had a 45min wait time at 730 in the morning. I use uhaul at least 2-3x a year and this was a horrible experience. Next time if the Skyland location or Pawn Royale aren't available I will pay more and go with some other company.Alnyssa W.
Had to go to 3 locations to get the truck. Inside was dirty, AC worked 50% of the time.Gary G.
Customer did not leave a comment.CAROLYN W.
I returned this transport less than 5 hours after renting. I am now being billed for almost 2000.00. I will be seeing someone in court. The attendant at the shell mini mart stuck his thumb up at me and waved me out of the store. He then continued to talk on the phone. You want to know how I rate Uhaul? Well let me tell you across social media and the court system.Lisa R.
Customer did not leave a comment.Kelly J.
The staff never came out to do a safety check or to check that the equipment was ready to go. It took an extremely long time to get the trailer even though I did the online check-in that was supposed to streamline the process. The trailer had a flat tire and the attendant told ME to put air in it and gave me 4 quarters from the machine. There are plenty of other U-Haul locations in Tuscaloosa this one should have its U-haul privileges revoked. Super not happy will be calling corporate.KENNETH L.
The day I rented was terrible. The website kept stalling and I stood at the pickup point for 2 hours with the man trying to finalize the rental. I was in a major crunch to get to the place I was going also. He had to call and get the district manager on the phone to complete the order and on top of that I only stopped there because I saw they had a trailer and when I went to rent online it wasn't there in the first place so that took forever with me calling the 1800 number and her having to call the pickup location to confirm that there was an actual trailer there. other than that the trailer itself was great!Marshall S.
Customer did not leave a comment.JOHNNY B.
Customer did not leave a comment.Willis S.
The clerk didnt go out & check everything and told us the key was all she needed. We had put $54.40 gas in the truck before taking it back and it was actually a little over the 5/8ths we were supposed to fill it to. Got my check in paperwork when I got home & she mark it 1/2 a tank & charged us $15 for gas. No way in hell I'd recommend that place!!!Janie A.
Customer did not leave a comment.Katherine J.
Dropped off the truck and trailer 2 days early. Person behind the counter said they would check me in later they were too busy to do it right now, just give them the keys. Days later I was notified the truck and trailer was still not checked in and I was being charged for extra days. Called the location and the person behind the counter pretended they couldn't speak English and hung up on me. Basically the operator at this site is a thief, they will deliberately not check you in then charge you for more days. Had to get the Regional Manager involved to get them to check in the truck and trailer and stop charging my account. Don't use this location they are thieves!BILLIE H.
Was told to check in here at Shell by UHaul. Got to the location and their system was down. Was sent to the main location to pay and pick up the trailer but they didn't have the size I needed. Was sent back to the original location to pick up trailer but they didn't have the size I needed either. Called U Haul and was told to go back to the main location where they bumped another customer and gave me that trailer. 4 round trips to 2 different locations and 2 HOURS later I finally had my trailer. When the trailer was attached to my truck I insisted on looking inside where I found about 20 moving blankets and a dolly (which I didn't order). Obviously the trailer hadn't been inspected even though I was told it had been. I hope I get at least a partial refund for all the trouble I went through.Kathi J.
Returned rental early and the woman working didn't do the paperwork to close this transaction and I'm pretty annoyed that I was contacted by your company accusing me of non return. Please look into this and I'm sure this has happened many times before. My opinion revoke their franchise or have the woman fired For more info call me @ 2054560111 I really hope some action will be taken against this franchise but as with everything in this world I will get NO satisfactionJames M.
My equipment was not there and I was sent to another location. The code to lock on the truck was incorrect. I was charged an additional 40 dollars and I am not sure whyPATRIA C.
Customer did not leave a comment.Tyler F.
Customer did not leave a comment.Porfirio S.
Could not check trailer in due to Uhaul App not working on attendents phone(?) Did not receive receipt for check in. Got no assistance in backing trailer in to drop off. Uhaul called several days later looking for the trailer. Very unorganized at this location.Monte H.
I was charged for safemove. 28$ and didn't request it. The 19.95 rate is a total deception.Doug M.
The customer service was great, but when we arrived to pick up the truck we had rented two dollies and neither one were with the truck. We were told we had to go all the way across town to pick up the dollies and we were in a time crunch and couldn't do that. We are waiting now to see if we will be refunded for what we paid for dollies.Kenneth H.
Customer did not leave a comment.Abdullah A.
Customer did not leave a comment.CAMERON C.
This was the most unprofessional business deal that I have ever been involved in. The pick-up was at a convenience store. We had to wait for everyone to buy gas and diet cokes. Then the entire deal was done by the worker on her cell phone. We got no paper of any type. The truck did not have the 2-wheeler that I had ordered, but I was billed for it. When we turned it in, again no receipt. Then I received the receipt by email several hours later, and I had been double charged: 2 days even though I had the truck about 4 hours. Including 2 days of insurance that I did not order or want. The total overcharge was $82.95. I have called U-haul twice to try to correct this, but no help yet. First I was told that the location would contact me within 72 hours: nothing. The 2d time I was told that the district manager would contact me: again nothing. I need another truck this weekend and I am essentially double-paying with Penske because it does not appear that Uhaul can be trusted.Randy C.
I rented a U-Haul for moving my child's property to storage, in town, in Tuscaloosa a little over two weeks ago. I made my reservation online, picked up the 15' foot truck from the Skyland Blvd location for a little over 3 hours of use, less than 15 total miles, and paid a little over $66.00. The experience was great. When I dropped off the truck, I went ahead and made another reservation for 2 weeks later, as I would be moving my child once again, in town, into a new home. Fast forward two weeks and when I get to Skyland Blvd., am told they do not have the 15' truck and that I would have to go to another location on Veteran's Memorial Pkwy to pick one up. When I get there, the guy accessed my reservation on his cell phone, was not knowledgeable about U-Haul rates, and then informed me I will be charged over $130. I informed the associate that it was for in town use, for only a couple of hours, and a couple of miles. When I politely ask him why it is so much more than the previous price, he replied, and this is word-for word, "you can either get the truck or I can cancel your reservation." I got the truck because there was no other choice, for again less than 3 hours of use, and less than several miles on the truck. I received a text that the truck was to be dropped off at the Skyland Blvd. location. When I arrived, I decided to ask one of their associates to explain this price difference. The associate agreed I was overcharged (something about being charged for one-way usage) but stated my payment had already been processed and that there was nothing he could do. He then stated I could perhaps take the truck back to the Veteran's Mem Pkwy location and plead my case with the unfriendly, unknowledgable worker. No thanks! It wasn't even worth my time. I am in my forties and do not consider myself a complainer. I tip well at restaurants even when I have bad service. But this was the first time I ever felt demoralized and purposefully swindled on the price due to lack of available trucks. My child is a college student at the University of Alabama. I am a member of several Facebook parent groups. I regret to say I fully intend to inform others of my experience and to warn them away from the Veteran's Memorial Pkwy. location.Randall W.
Customer did not leave a comment.Joe P.
I tried to do the 24/7 truck pick up using mobile device. I reserved and paid for the truck online, and was told that all I had to do was log on to the Uhaul website to pick up the truck. The Uhaul website would not work, so I went inside to work with the cashier. She said that on her end I had not filled out all of the information to reserved the truck - I explained to her that I had, and that the truck was prepaid for, and she recommended. I go to the Skyland Uhaul location to ask them. After waiting a while to talk to someone, they tweaked something in the system to enable me to pick up the truck. We then had to drive BACK to the shell location (all in the rain) and proceed to spend around 20 more minutes trying to check out the truck. Finally we left with the truck, and it drove terribly. The engine was so loud when the truck went over 20 mph you could not hear anything else. The truck also drove squirrelly. My dad did not feel safe driving this truck a long distance, so he called Uhaul customer service to see if we could switch to a different truck the same size. We then had to unload all of the furniture from the first truck and reload it into new truck. The new truck was very dirty in the passenger area. The cup holders were full of dirt and there were whole dog treats and dog hair under the seats. Also, I believe i had prepaid for moving blankets but both trucks came empty.Jonathan A.
The gas station attendant did his best and tried to be helpful but he may need better training in how to use the rental app/website.Aubrey L.
Customer did not leave a comment.Wayling M.
This location did not know how to proces a rental. It took the local regional Mgr Walter Henderson to walk the local dealer through fre process on he was able to be reached. Of course it took 90 minutes later than the scheduled pick up time of 10:00 am to complete this.The truck was dirty which included a partially smoked joint left in the truck. The truck cab was dirty and had trash in it.Roger P.
I first went to Skyland Blvd waited 20 mins to hear I had to go somewhere else to pick up my equipment! They failed to text me as requested at registrations of ANY changes!! I couldn't understand this guy working. It's at a gas station! I was first in line and had to provided all this information which should've been there. I had to enter crap in his cellphone which is suspect to me! I had to wait while he checked other people out! He didn't help nor checked the trailer! I didn't know how to latch to my truck hitch. I was rude and told me I was done! Didn't check my Id nor my credit card, which I'm happy I didn't provided that. The entire establishment looked shady. WineOs coming and going buying alcohol! Really U-Haul? I waited there for 30 mins to get a Tow Dolly that wasn't fit for traveling going by the Birmingham drop location worker! I've always have bad experiences with this company! I called customers services 6 times today and only 3 out of the 6 helped me! My second call U-Haul lines was all jacked up couldn't hear anything. The first call was a rude girl who didn't listen well and kept telling me I wasn't in the system and have somebody else number! Smh drama after drama! I never received an drop off location! Even after I submitted that! What's the point of putting all that information in during reservations and these dummies get it all jacked up! Simple detailed information lost or not looked over. Not to mentioned at the gas station pick up, I had to enter my second person to contact about three times due to this phone he had me using! Where's the PAPER WORK? Why he didn't have anything about me coming there?! It took me over an hour to get something that should've took 15mins! Shame on this pickup location and Skyland Blvd or U-Haul Scheduler!!!!Derrick G.
Location had difficulty with the electronic rental system. The link I received for the pictures and my license did not work.DAVE W.
Customer service could have been a little friendlier.star B.
The trailer had some leaves and dirt that could have been cleaned out from the trailer before the rental. I was also charged for 3 days rental when I used it for 8 hours. If this is the service I will get, I will make sure to go through u-haul directly and not use a certified location. Absolutely unacceptable.Kristen B.
was told they would not provide a receipt confirming drop off. Then 3 days later U haul rep calls to remind me to turn it in. I rented this unit on a friday afternoon for 4 days and returned the very next day. drop off location never closed out the reception of the trailer. even after several days. I have several date and time stamped photos of several up close views of the equipment and the location due to the refusal of the attendant to issue a receipt nor come outside to confirm its condition. A joke of a business for sure. U haul should not partner with these types of people.scott S.
Customer did not leave a comment.justice S.
The customer service representative at the gas station in Tuscaloosa in skyland Blv. had no personality and could care less about your customers. No smile, no thank you etc. Your should consider a new vendor relationship but this person and gas station does not represent you well. Also the truck had not been cleaned and had cigarette ashes all over the seats, panel etc.Keith H.
Customer did not leave a comment.Myisha D.
Customer did not leave a comment.Debbie M.
warn them that this vehicle loves to suck gasolinePaul D.
The owner is way too cheap! The poor woman employee had to access and complete the transaction on her personal cell phone (FOUL). She struggled for over 30 minutes to get connected to the U-Haul site (FOUL). Finally, the return practice is non-existent (FOUL). Furthermore, the attendant barely spoke intelligible English and had no clue about me returning the trailer and equipment. I wrote my particulars on a sheet of paper and asked him to give the paper to the owner--I hope he understood this much, but I'm not too sure. This was NOT the U-Haul experience I've had in the past. Overall, a horrendous experience. Surely U-Haul can find a better location where the owner isn't so stinking cheap and disengaged.Timothy U.
I had a great experience. I was having technical difficulties with my phone, but the attendant was patient and helped me at pick up. The process was easy and I appreciate how smooth everything went. I don't know how much control over price the location has if any, and that was the only slight hiccup. I would like to reserve again for a longer trip but wouldn't be able to do 99 cents a mile like this time. Other than that, I would absolutely use this service again! Thank you so much!Emily J.
One employee is not enough to run a service station and a Uhaul facility with a mere telephone app during a week when thousands of college students are moving to a college town and dropping Uhaul rentals off in the service station parking lot. The owner of this place needs to up his/his game and have a dedicated employee to assist Uhaul customers.Claire Lewis E.
The lot didn't have enough parking but we did our best to not block access to the gas pumps. I could not understand the attendant there so l took a photo of the dropped trailer and forwarded it to the gentleman where we picked it up.Mark K.
Attendant was hard to understand wanted me to go somewhere else and reluctantly let me drop it off would not check me out so i used the web site to check myself outWilliam M.
Reserved for noon, not available until 4:30. Representative unfamiliar with mobile point of sale, very difficult to understand.James V.
Easy drop great attitudeWilliam G.
Customer did not leave a comment.Helen N.
Customer did not leave a comment.Joseph J.
It was a crammed parking lot attached to a gas station. The man behind the counter of the gas station barely spoke English and just told me "leave it anywhere over there". No help at all. And since I'm not able to back the trailer well I had to ask someone to help me get it into the very small space available.Aston G.
The location was ok, I guess, but the representative â€œworkingâ€ at this location could not have been LESS HELPFUL if he'd tried. I asked him two questions regarding the return policy, since this is my first experience renting from U-Haul, and all he said both times was, â€œNoâ€. He did not bother to smile, say â€œhelloâ€, â€œthanks for your businessâ€, â€œhave a nice dayâ€, nothing.....Very disappointing!Kenneth W.
Customer did not leave a comment.Dan M.
The proprietor was very inexperienced and added nothing to the rental process. Barely spoke English and relied entirely on the corporate helpline to get the equipment rented. That place is a parking lot, not a U-Haul Store. Dropping off was worse. An even less fluent clerk who knew nothing at ALL. Couldn't help me on the fuel refill policy, refused to do a walk-around or check the mileage driven. I paid for 50 miles and actually used only 10.3, so your incompetent agent has now also cost me $32 in mileage refund that I'm due and doubt I'll recover. Entirely unpleasant experience, not to mention we had to go to four agents to find a small box truck or cargo van in the first place. I will avoid U-Haul whenever I have any alternative at all.Walter P.
The employee had to call Uhaul for instructions. What should have been an easy transaction was a test of patience. He was truly incompetent. In addition, the entire time he was attempting to complete the uhaul transaction, he was asking me to wait while he completed Shell purchases. I would NOT recommend the Veteran's Memorial Pkwy location for pickup or drop off.Crystal M.
Make sure that they give me the right trailer. When I got home to Mobile it took the guys awhile to figure it out. The guy in Tuscaloosa gave me tge wrong trailer.Carmen P.
Person did not speak English and did nothing to check me in. When I asked for paperwork to prove check in he referred me to my checkout paperwork that I showed him. I asked him to sign that he received the equipment in good condition and he said no.Charles M.
Customer did not leave a comment.Desmond S.
Process at the location was somewhat confusing. Completing the contract / mileage portion at the pickup site was not clear. I would recommend mainly because of location of where my move was located. Otherwise may have gone to a different location.Donnie D.
Never got Dolly's with my order which I paid for. Trouble picking up uhaul at location took for ever. Truck had a check engine light on when picked up. No paper contractAshton S.
Have the employee understand that they are a Uhaul company.Tiffany G.
They only had two trucks and not the one I ordered. They don't seem to know how to work the handheld computer, luckily, a U-haul employee happened to be in the store. They did not have the moving blankets or dolly I had preordered; I had to drive across town to the Uhaul station to get them. The truck had less than a 1/4 tank of gas--they have tried to charge me for refilling the tank when I returned the truck. This is a very unprofessional organization--UHaul needs to make sure any companies that work with them are appropriately trained. I have submitted a grievance (after a 20 minute hold on the phone) with the local return center that also inappropriately charged me. I am shocked that they routinely confirm pre-orders for trucks and materials they do not have on hand.Gary F.
Customer did not leave a comment.Tamra S.