During my recent trailer rental for a move from Houston, TX, to Miami, FL, your employee installed the trailer incorrectly, putting my life and the safety of others at serious risk. The vehicle swayed dangerously throughout the trip, especially when braking, forcing me to drive in constant fear for 35 hours instead of the normal 18. I could not fix the problem on the road as the trailer was fully loaded, and I had no technical means to correct the employee’s mistake. In addition, before the installation, I visited three U-Haul locations. At the first, I was sold the wrong accessory “just to make a sale,” and at the second, I was told it would not work properly—resulting in wasted money and further negligence. We cannot wait for a tragedy before taking action. Fortunately, no accident occurred this time, but the outcome could have been catastrophic for me and others on the road.
Rene M
Customer Reviews for Studemont 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.
They revised my reservation, and took all of my equipment needed to move. I had to go to U-Haul to rent things. Had I’d known that the equipment was no longer on my reservation, I would’ve book it somewhere else. That’s not professional. If you see that I booked a truck and I needed equipment, if you didn’t have equipment, you need to let that person know so they could make arrangements. That delay in the process yesterday after I got the news that I didn’t have equipment caused me to have to rent from U-Haul and it took time away from me moving. Don’t go to this store. And U-Haul please alert the customer before you make them pay for something.
Alexander mStaff was helpful, courteous and knowledgable. Perhaps a bigger parking lot? Other than that, fast service.
ROBERTO GLocation is very convenient. Many units available. Back of the unit was not clean and had debris that cause damage to items to be transported. Staff on the pickup process was courteous and helpful. No one was available for the return process.
Alex PStaff is excellent
JEFFREY HAll I'm all a good experience
Simon FFacility is too small to support level of equipment onsite. Trailer rented was behind three trucks. When returning, had to back in to deep narrow space. More sure subject to damaging equipment on site than through use. Operator was late to open site. Causing delays to us.
Brian TWas greeted very politely and friendly
ROGER GEverything about this location was adequate and served its purpose but nothing stood out as great. Not a big location so tight quarters to hook up the trailer. Relatively long wait for service - Team member stops helping in-person customer to answer the phone and help the phone customer. Essentially putting the in-person customer on hold instead of putting the phone person on hold. Trailer had mismatched tires (one tire not rated to match the others - We told the drop off location about it). Trailer was pretty banged up but clean inside.
Stephanie JThe attendant was very busy but did a very good job setting up our rental and getting us on the way. Would use this site again!
Tim LEasy dropoff!
Robert GThe employee was late by like 15 minutes, which then I didn’t get the keys 45 minutes into my reservation. The truck was dirty not that I mind but felt that needed documentation so I didn’t get charged. Overall would like at least some of my money back. Employee was rude and unhelpful in a already difficult situation moving.
John ATruck was clean and ran well but definitely needed an alignment.
Joshua SStaff was very rude when I walked in and had really bad attitudes the lady setting up my account was not very friendly. Even the lightskin girl at the cash register working for shell gave rude remarks when walking into the store. I am new to the area and coming from someone who works in customer service it was not handled well. The best customer service I got was from a guy working at the cash register when I returned the truck. Overall, those two ladies have to be better. That's unacceptable!!
Keenen JThe young man who helped us at pick up was fantastic. He was so nice and knowledgeable. He is a true asset!
Melynda LSteve, the CS agent, was beyond awesome. He helped me trouble shoot, was very responsive, helped me trouble shoot some more, helped make sure all was working properly with the lights, the hook-up, etc. and really made a frustrating situation pretty easy to manage. THANK YOU STEVE!
DEBORA GThe truck drove great!
Rodolfo RMore space
TIFFANY AMrs. Debra is the best!
JARED KThoroughly check the trucks for things like ac working, wiper blades in good condition and that the radio and dash readouts are working all the time and not sporadically.
David SThis was a horrible experience. They gave away the equipment I reserved.
Charles JI was double charged
Nakia AGreat Location. Terrific staff. Used the app and truck was ready with the things I ordered. In and out. Easy check in and check out. I'll definitely rent from here again.
gregory dThe original record at pick-up showed the fuel level 3/4. Once I got the key for the truck I realized the gas level meter was actually 5/8, so I took a picture and went back to the office to show to the agent. I also took a picture in the U-Haul app at pick up, you can confirm in the pickup pictures. I returned the truck with 5/8. When I returned the truck, I saw the note that I would be charged for gasoline. it gave me the option for accepting or comment on the charge, which I did. But next day I saw a charge in credit card and received an email from UHauld stating that I was charged 4 galons of gasoline $16.... I didnt use 4galons of gasoline, I drove the truck only approx 9 miles!!!
DIEGO NI didn’t get the correct keys the night before At 7:30pm and had to pay for movers to come back because uhaul didn’t have the correct keys and sent me to this location and the ladies was short with a customer that has had the wrong keys for 10 hours and moving was behind crazy… finally got a teuck and still was charged full price for the company mess up. Very disappointed
Jasmine DPerfect drop off location, gas station so you can top off (and not inflated prices). Bright lights in case you're dropping it off at night (for pictures required as well as for safety) and plenty of parking for the truck.
MATTHEW NI will refer to my family
DAVID MOriginally got a reservation for 26' but needed to change into a 20' I do not see the changes and seems like I got charged for a 26' when I checked out 20' truck. Receipts do not reflect the changes made.
Alba GCustomer service did not care about her job very low motivation . Trailer light was out on driver side very on safe she knew about it talking about it was working did not attempt to fix .
Sam GI got charged for fuel when I filled it up to the exact line I received it at. Fuck U-Haul, you guys can haul my nuts straight to your mouths.
Shaun GThe shell is really convenient and everyone running it is super chill. 10/10
Melvin BThe truck I reserved 3 days in advance was not ready because previous renter did not drop off keys. Instead of offering other options, I had to wait 1 hr for the previous renter to show up and hand the keys over without the truck being cleaned prior to my use. They had trucks available and I had to suggest that they upgrade me for free to an available truck because they were about to make me drive to a different location. Once they started working on the upgrade they did not know how to use the system and I waited 20 minutes for them to continue trying to upgrade. By that time the previous renter showed up and they handed the keys from him to me without any cleaning and no other accommodations or apologies. I had also reserved a furniture dolly and they rented it out to the person who came after me while they were trying to figure out what to do about my situation, making my move painful and long despite losing an hour of my rental due to their issues. The staff were going between the gas station and the uhaul section of the store to help customers during my issues and would put my service on hold to help someone else, and seemed poorly educated on how to solve problems.
Jacob LQuick and easy pickup/dropoff. The service rep was very helpful.
Paul WI’d recommend that the product be maintained so that electrical wiring in all products(my trailer lights did not work forcing a change in my move. This lead to me getting caught in a cold front with bad weather conditions)is in working order. Also, that the employees are required to have checklists on hand to guarantee the client’s order is completed . One good thing, there was a second trailer that had good electrical connections . The bad thing was the employee forgot to transfer blankets and a furniture dolly.
Alix DWhile there was an issue with not having keys available to move one of the trucks to get easy access to the tow dolly, Dominique who was onsite, went above and beyond to ensure I was able to get the tow dolly in a timely matter! He was very polite and professional…he deserves some special recognition for sure!
Michael SSuper friendly staff - very helpful!!
julie mAdd an additional or bigger sign to show the location of the store.
JESUS DLady at the desk was super friendly and helpful.
Katherine PGreat job
STEPHEN MHe did get up from his desk to help even pointed out where to park the truck. That’s customer service! Completing the task to the end!
CONNIE MCar was dirty inside. Customer service was bad. Tire immediately blew out after I left the lot.. had to wait 2 hours in my limited window of moving time to get a new tire.
CORY WEverything. Most importantly communicate with the customer if something changes prior to their arrival and don’t leave your rental trucks on empty.
RANDY RThere are absolutely no improvements needed for this location. The agent that worked with me was extremely patient since it was my first time renting a large truck. I had lots of questions and they were answered in great detail and immense patience. Deborah is a gem.
Jan GNo issues
Jonathan PBeautiful lady really helpful..
abraham r