You can fix your app so I can actually pick up a van when I was scheduled to. I missed a ferry and had my whole travel day upended because of your non-functioning technology. But a human being isn't even reading this, are they? You probably have AI going through all of this so you don't have to be accountable to your customers. If that isn't the case, call me like I've asked you to do multiple times. 780 504 9549
Kelsey F
Customer Reviews for Shell
(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 big issue for me was the fact that the u-haul app allowed me to book optional equipment such as a furniture cart and an appliance dolly. This particular pickup location does not carry any of this optional equipment, but the app let me request it and let me pay for it. So I planned to have it for my grampa’s move. Drove an hour from Nanaimo to comox, picked up this van (which in fairness the van was great. Clean, reliable, suitable for the job, excellent) and when I inspected the van, none of the equipment was inside as it was supposed to be. The app tells you to go into the location if it’s open and request it if it’s not inside. Well this location doesn’t have any. The app then suggests you call the customer service line and all they offer you is a refund for the equipment charges… that’s doesn’t help me move large furniture. I was given the option to drive the van to black creek which is another hour round trip to pick up equipment from there AND they were gonna charge me fuel and mileage to go do that drive. I’m not entirely sure this is all the fault of the Shell location, as they appear to have a very limited contact with the products here. My complaint is with U-Haul in reality. This experience was extremely stressful and the move required me to come back the next day with some extra help I would not have needed if the equipment U-Haul offered to rent me and I selected was actually made available as promised.
Dylan LI already submitted a review, letting you know about the unfortunate low tire. One other issue is that your mobile app for remote pick-up is very difficult to deal with - it glitches out, going back to the start. We had to redo it about 3-times at pick-up to get it to work, and it glitched out again during the sign-out - we had to redo it about 4-times, before finally getting it done.
LONNIE TThe mobile check in experience was terrible. The app repeatedly had internal issues and couldn’t process my pickup. I had to call the help line five separate times to be able to get my vehicle. I was transferred to no one and hung up on multiple times. I was extremely frustrated and will not be using U-Haul again if I can avoid it. The only positive was the man working at the shell station where I picked the van up was as helpful as he could be.
MARYLOU MEverything about my experience with U-Haul was great! The customer service was fantastic—friendly, helpful, and made the process so smooth. Highly recommend!
MARYAM SMake pick up easier, it took me 20minutes to figure out the pick up process, 3 phone calls with different answers.
Claire TWas really hard to self check in and then the lock on keybox was not in great shape either
Kawarpal SIt isn't the location as much as the Uhaul experience. I wish there were other options available.
JESSICA EOrder add-ons were not delivered, gas filling process was awkward
Brad FThe worst place. You can't get help from the place because they only rent out spot for parking uhaul. They will tell you so...call uhaul is what they say. Uhaul has no idea where you are or what you location looks like so they can't help either Didn't get the equipment I rented which was much needed and the van I rented had a leaking tire so had to stop and fill it always at 2.50 which was 4 times each way and 3 fills in morning because so low.
April WThe girl working the counter was lovely and helpful. However the process of going through the app wasnt working and took me 40min to complete! It was absolutely ridiculous and the chat person said my drivers was international when it absolutely was not. Verifying my information was extremely difficult and time consuming. Then the vehicle was dirty, low on fuel and had flat tires. I have rented from uhaul numerous times but this was an awful experience.
Lisa GI didn’t get the dolly I requested, injured my back carrying everything…..and still paid for it !!!!
Mohammad ADon't charge me $15 extra for "fuel" on a 25km trip after I already refuelled the vehicle
Ryan Stop up the windshield washer fluid
William MThe vehicle was in good working order however the cab was not very clean or the windshield. The location of the key lock box was not well marked and the app is very slow
William MThe app experience wasn’t the best. It took 30 mins for the login process as I needed to provide a contact person last minute and had issues logging in. Had I known about the contact person ahead of time I would’ve had a much quicker process.
Teresa EThe app failed and no one could help.
Marc LImprove your website/app it is not user friendly and cumbersome. It takes half an to check in.
Paul TThe online check-in process is PAINFUL. . . The fact you have to give references who are going to take a random call is stupid and provides no protection/benefit to U-Hual - nothing more than an inconvenience. Also there is no way to upload existing images of a Drivers License or Passport on you phone. . . It seems you need to have you Passport with you at the random U-Hual pick-up location to use that to verify identity? Very poorly thought out process that takes WAY too long.
Robert M