Stop the self-serve experience. The robot app is an idiot. Create a real U-haul yard and store.Russell P.
Customer Reviews for StoR
(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 did appreciate the stickers marking known points of damage which made it easy to know what to report for new or unknown dammages(there really were no others). The inside of the van was a bit dirty, the walls were grimy and the floor mat a little muddy. The process for rental was streamlined and stress free which I totally appreciated.Bethany J.
Nobody is onsite, needs a real person to be there when customer arrives to pick up the vehicle and drop it off. App on smart phone is lousy and requires too many steps to acquire vehicle. I needed to call U-Haul rep to walk me through the process which took me over an hour before I finally got the van. Same thing happenned when I dropped it off. Lousy app did not work, so I had to call a real person to check me out.. Will not rent from U-Haul again.Culbert S.
Customer did not leave a comment.Bret S.
Check-in using smartphone was frustrating. Connection was slow. The requirement for additional ID information was ridiculous (passport, contact numbers, etc.). It worked but was stressful. Why can't ID information be uploaded ahead of time?? Then just a quick selfie at the location would be all that is required. Come on uhaul. It's almost 2023. You can do better than this.Alfred T.
Customer did not leave a comment.Travis S.
worst online experience EVER!!!!Yoshito L.
Info on local dump regulations and providing paperwork for that.Judy D.
Customer did not leave a comment.Christina M.
Wifi was week to log in. We got the unit at 4pm and received a message that we had to return at noonWilliam A.
Your online app is very sophisticated and may prove very difficult for most people, you will lose a lot of customers due to this sometimes very confusing checkout process. Need to make the app more user friendly or simply have a storefront. You are probably losing 1/2 of your potential customersPeter R.
Easy rental Super stinky sour milk odor that didn't go awayJolene H.
Not too SURE about the "Clean Up Fee" of $50.00. I should have answered "YES". Because we DID CLEAN" the Rental . .. Would have rated the overall to - EXCELLENT or ABOVE AVERAGE . . . But, must say - This Vehicle & FIRST TIME USER on this U-HAUL ~ Our Experience Was EXTREMELY FUN & WORTH EVERY PENNY!!!!!!! Mahalo nui loa a me Ahui Hou, Rochelle "Chelle" T. Stark-White (808) 720-0160, Cell P.S. WE HIGHLY RECOMMEND YOUR BUSINESS SERVICE TO ALL OUR FAMILY & FRIENDS ! ! !Rochelle S.
Just do it!!Pamela H.
Everything was great when I call the office number she was very helpful thank youMartin S.
Though reservations were made for 5 trucks under my personal name, HNL reservations was able to help me convert to a corporate account. I was not present for any of the pick ups or returns but having the new(er) location and more equipment available on island is a huge plus! HNL staff Sadie and Tasha extremely helpful! Thank you, BobTony L.
its self service only and inventory is small.Maximino R.
Customer did not leave a comment.Jason H.
Poor reservation system, there is no office open for this location makes harder to get reach out.Michael F.
Customer did not leave a comment.Mark K.
The only issue I had was with the U Haul app not working for vehicle pickup, however the employee I reached on the phone was extremely helpful and efficient. Even then, the U Haul app that tries to scan the back of my drivers license wouldn't focus and get a good capture, but the agent said that happens often and we skipped that step. Spend a few $ to get your technology working correctly, but otherwise a A+ experience!George W.
Attendant at return location was very helpful and curtiousDouglas C.
Customer did not leave a comment.Katy M.
Super easy and convenient. 5 Stars!Cherilyn G.
Make it more clear about all the up charges!!! That's ridiculous how many things you up charge without making it clear!!!Kayla D.
Customer did not leave a comment.Chanellemarie G.
You need a better check-in and return process. It took 1.5 to check the vehicle out due to internet issues. I could not check in the vehicle--tried for 2 hours--because it said (over and over again, as I tried numerous times) that I wasn't at the location when I was in the correct parking lot with the vehicle. I had to leave the vehicle in the lot and come back the next day to get phone assistance to get it checked in. It's fine to have self-checkin/checkout, but you need wifi or a signal booster to make it actually work.George S.
It was difficult to open lock box. Another customer was trying for about 3 hours. And the steps to CR NEED A BKACK AND YELLOW STRIP I FELL ATRAIGHT SDOWN AND SCRAPED MY KNEE HIW EMBARRASSING.Tina R.
while it was difficult at first to use the online self rental, once we received assistance from Brenden in Oklahoma we were off and running! If not for his help with a technical glitch, we would have been in TROUBLE!!Brian L.
The location is hard to find because there's no sign or address of you won't be able to find or use the service without GPS or location settings on, they aren't up front about all of the charges, even in the fine print it's not explicitly clear what you will be charged for what, they billing receipt isn't clear either, and they added another charge onto it after the fact I will never use uhaul again, they're unethical and sneakyJoshua H.
Your mobile app is terrible. I would really like to set something complementary but I cannot. Every time that a link was sent to us to use to complete the various transactions involved they didn't work. When we picked up the van at the stated time, we incurred so many problems that it took two hours in duration to troubleshoot and resolve this issue with your customer service. When we came to return the vehicle we encountered the same problems. Fortunately it did not take as long but it was still problematic. Suffice to say that I will not be using U-Haul any longer. The only redeeming aspect of our situation is that you have very good customer service and staff members. That being said, they should not be the ones working so hard to resolve issues within your software. The mobile app should work as intended. I scarcely doubt that your CEO has ever really used the mobile app in real time in a real world situation. If change doesn't come from the top down then you are continually doomed to fail. Sorry to say, you've lost a customer because of these inconveniences that caused unnecessary stress and time lost on my vacation.Karen S.
Customer did not leave a comment.Andrew R.
We had rented an appliance dolly but it was not in truck. Luckily the regular dolly was though. Location very convenient and well maintained with plenty of room to navigate a large truck.Sean P.
Customer did not leave a comment.gerard S.
Customer did not leave a comment.Kanako D.
Customer did not leave a comment.Michelle A.
We got there and had no idea which truck would be ours, how to get the key, etc. We had reserved the truck for 7am and I was told there would be someone available by phone if we ran into difficulties with the self service. However, we couldn't reach anyone at any of the numbers until nearly 8!!! Also, I couldn't complete the checkin info until I got the final info from a live person. As a result, the form didn't save any of the info, so no sense telling people to complete the form ahead of time. I must have input the primary driver info and destination address at least six times before it finally saved it!!! Other than those issues, I was impressed with the cleanliness and maintenance of the truck and the otherwise helpful phone staff.Russell J.
Customer did not leave a comment.Piilani C.
Open office on Friday alsoMichael Y.
The van was nice, BUTâ€¦.. oh my heck the check in process was a nightmare! There was no one at the location to assist with my questions. I eventually figured it out and I returned the van later that night clean and full of gas. I put the keys back in the lock box and then I call haul the next morning around 8:30 to let them know and asked if there was anything else I needed to do. I was told that all was good. Later that night around 4:45 I received a call saying that the van still wasn't checked in and they charged where still accruing. I explained everything to the man on the phone and he said well you will have to drive back to Lihue the next day and complete the check in process. So I drove back into Lihue the next day to try and figure out how to close out my rental but the keys to the van were gone.Eric J.
Customer did not leave a comment.perla E.
The pick up process was a lot more complicated than we expected, especially at midnight, no lights, and not having data on our phones / having to get family to answer their phones at 2am to confirm we were picking up the car... but otherwise everything was very easy!Riley P.
This was such a smooth experience. It was an absolute pleasure renting from them and the vehicle was clean and in excellent working condition. We used the mobile site for pick up and drop off and we had no issues! We had a quick question before launching the mobile app and our question was quickly answered over the phone! We are extremely happy with their service, cleanliness and dependability! Mahalo!!Christopher M.
Customer did not leave a comment.Sean B.
The online check in and out system is miserable.Benjamin P.
Customer did not leave a comment.Kelli S.
Customer did not leave a comment.mike B.
The contactless check out works but the UHaul app is not easy to navigate. Overall we got though it and it worked out well.Donald L.
Wasn't clear on what to do at drop-off but was happy to quickly get a receipt and close out of the agreementron S.
Customer did not leave a comment.Tina M.
Customer did not leave a comment.DEVIN F.
It was perfect and the pickup and return were flawless!Victoria F.
Customer did not leave a comment.Kevin S.
Contact verification says that uhaul will call from a specific number. When call came in it was not from said number. Which prolonged the verification process.DAVID Q.
I gave the location an average rating because (1) I received no instructions (text/email) on how to do the self check-in process. I arrived only to find the location was not actually staffed. Fortunately the call center was able to assist. (2) When the call center was finally able to assist (the app kept giving me an error message), the key was in the lock box so I couldn't get it out. Fortunately a guy in the neighboring business helped me open the lock box. It took 45mins to do the self check-in process because of these two things. If it wasn't for the issues I would have given more stars. This is a convenient location and the truck ran well. The call center people who assisted me were polite and helpful. But it would have been better had there been someone on site.Mahealani K.
Customer did not leave a comment.KENNETH RODNEY H.
Customer did not leave a comment.Daniel R.
Overall experience was good. There were some issues with the check in process- did not receive check in email, had to upload photos multiple times, had to call for assistance, etc.RHONDA K.
Sadly blatantly tried to scam Me! I have plenty of evidence showing the extra BS they tried to tack on was a scam though.Uni S.
Picking up my vehicle was a nightmare. I was asked to jump through, what felt like, endless hoops to try and pick up a vehicle I had already paid for. Customer service was not helpful.Frank H.
Mobile checkin and return is a great concept. Worked well for me, but not everyone is tech savvy. I helped out another party on how to check in. Other than that it was a great experience. Didn't like paying for mileage, that added up quite quickly. But it's business, I get it.NOELANI O.
Give better information to customers. Be more distinct and precise especially to older people with lack of internet experience knowledge. My receipt is still not found. 🥵Clipper L.
2 nd time renting in 2 weeks. Love the convenience of getting the van. I had to dispose of some damaged products I had received on Kauai from Honolulu, and they would not take my disposal at the airport dump "BECAUSE" I had a commercial vehicle. They made me drive 1 hour each way to Barking Sands city disposal. At $1.19 a mile, I had no choice but to drive there. I did rent again yesterday and had a run in with a man who said I was blocking the driveway upon returning the truck BECAUSE he was parked in your parking spaces and I had no Idea where to park the van, so I parked it in front of the office and put the keys in the checkout box. I sent a picture to your office to show where he parked after he, non stop scolded me for "his" mistake in the 1st place. Never apologized to me or my wife as we waited for our ride back to the airport. I think he shares your rental location ( architectural business ). I lost my business on Kauai yesterday and this person showed NO Aloha spirit.....Larry L.
No one to help you with the process and no place to leave your parked car while using the truck. They called me 30 minutes after I took the truck and told me they would have my car towed if I did not move it off their lot and find some place to park the car. That is crazy!David S.
The app is very frustrating and ultimately pointless because I couldn't completely check in nor return the truck with the app. For both services I needed to call the UHAUL reservation number (even though I had done pre check-in the day before). The location was fine but the overall experience of renting from UHAUL was very disappointing-- so much so that I will likely choose to rent from Home Depot in the future. Even though Home Depot doesn't allow reservations!Lee S.
Online reservations went nice and smooth. Just didn't like the pick up procedure. Information was sent initially with reservations but getting the additional info and verification was repetitive.Faustino H.
Everything was great except for the pick up you got to do away or do something about this 24 seven share nonsense took me 45 minutes to get my keys I had a call up and the person I called couldn't get it done had a transfer me somebody who knew exactly what to do so in that sense I had a terrible experience but everything else is fineCARLO L.
Picking up the truck using app is horrible! It took about an hour to pick up the truck. Never going to do that again. Same with dropping off the truck, never again!Renato G.
I thought the self pick up process was pretty cool. The only thing is that I thought it came with a ramp. For the price u should at least provide a ramp. Otherwise it was great.Derwin Y.
The existing reservation was modified by UHAUL the morning of pickup, because the truck reserved was not available; yet it was there on the property. If the truck wasn't available, why was it able to be reserved? Also, checkin was a nightmare. The phone agents were unwilling to override the UHAUL app until 15 minutes of app-failure had commenced; and my existing UHAUL profile had to be updated even though all the information was exactly the same as it was the last time I rented from the same location. Also, it's likely I'll be charged for mileage that was not used, because the impression given is that they charge based on a customer estimate, and not the actual mileage used. Total incompetence on the part of UHAUL's protocol. Get it together, UHAUL.Jason S.
The ability to be able to speak or work with a person on-site. Although the online system is great, it is always nice to have a human option for those of us who are the greatest at technology.Krista C.
Customer did not leave a comment.David D.
We were disappointed that the box truck we rented leaked pretty bad in the rainâ€¦ And we had to move in the rain today. We were loading a shipping crate to move to the mainland and it rained all the way there, the truck was not dry inside at all and many of our boxes were wet and we had to load them in the crate wet and they will probably mold by the time they get to the mainland in several weeks. We specifically rented a box truck in case of rain help keep our things dryâ€¦ So that was disappointing. But the truck was clean and well-maintained it was a good rental experience other than the fact the truck did not keep our things from getting wet driving in the rain.Erika S.
The people who work for U-Haul were amazing! They were kind and helpful abs accommodating. The mobile experience however, was complicated as we didn't realize we would need to have 2 people available to answer the phone to verify us at time of pick up. I do understand ensuring that the U-Haul are going to legitimate people etc however, if you're new to the area, you may not have someone to call. That being said, I would recommend this particular business but nit the mobile method:)David H.
Customer did not leave a comment.JUSTIN T.
It was easy to find and a really simple process on your smart phone!Roblynn Wailana D.
The verification process upon pickup was very frustrating. If I had known my alternate contacts were going to be called right then and there for me to be able to access the keys, I would have given my people notice. There was a very long delay as my contacts thought it was a Spam call so they didn't answer at first. Give notice ahead of time or allow customers to complete that portion of the rental pickup 24hrs prior.Kristine R.
Owner was very obliging and helpful!Craig C.
Customer did not leave a comment.Marc F.
Have someone there and when they are there have them communicate with you. They are totally isolated from your internal syst.BART H.
Agent was quick, efficient, and friendly.JAMES H.
automatic check in process was a little dicey as I was unaware or prepared to have Uhaul verify me by calling two people. Was a little uncomfortable trying to coordinate two calls at the last minute.Susan B.
A truck was rented from under me that I already had reserved.Ryan W.
Truck was not clean. No problems with maintenance. No problem with location but check in service was not user friendly. Because we arrived later than expected, our on line registration appeared to have expired requiring a phone call to haul. The whole process took more than 90 minutes.Randall F.
Customer did not leave a comment.Ryan T.
Everything went well. The only only issue was the online pick up and return. i had trouble with the App. Customer support was very helpful. Otherwise, still a 5 Star.Joseph B.
No one there. Had to call off island to get serviced at location. On add it said check in online or at office. No one manning the office.Timothy B.
I did not like having to install an app on my pone and all the BS that goes with it. I do not like checking in with my phone. It is too difficult. Even when checking back in there were personnel there but they directed me to check in with my app. I don;'t like it. I want to ck back in with a person.jerry V.
Everything was fine except for the pick up process. It took forever because it was no contact and no staff avail on site. The process took forever and the instructions was hard to follow and not clearly stated.Reinhold C.
Fraudulent charges posted upon equipment return.richard L.
It was the most difficult check in we have ever experienced for a rental vehicle. In fact, it took us about an hour because the software didn't acknowledge our info, we were sent a six-digit code, and the locks had only four either numbers or letters. You can be sure we will never use this facility again.Jerry S.
Be present when posted hours stay that you are. When I dropped off the rental during normal business hours the facility was empty, forcing me to go online and go through all the steps involved in self serve drop off. Not the quick drop I expected.Geoffrey S.
Customer did not leave a comment.Steve K.
No improvements necessary. Everything is perfect...flawless! Awesome service! Too bad all rental companies can't be like this!Randall M.
Friendly staff, the kind of welcoming, comfortable experience you'd expect when dealing with a local business run by a local family. Very easy and smooth process from booking online to returning the truck street side and having one of their staff reverse it into their parking lot. A bit pricey but being that it's a commodity and there's only two uhaul locations on the island, I understood what I was getting into and was okay with the price I paid. It cost $150 for an 80 mile trip (pick up to drop off) and about $40 for gas for the 15' truck. The truck ran smoothly and has a built in ramp. If I ever need to haul big bulky things, I'd use this place again. I was able to move everything in 1 trip and without anything getting wet since it rained on us while we were driving.Chardonnay L.
Good customer serviceOlegario R.
Customer did not leave a comment.Stephen C.
No improvements necessary. Everything is perfect! Everyone is friendly and very professional! Love this U-Haul location!!!Randall M.
App did not work.busto B.