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Erica M
Customer Reviews for Sunset Lanes
(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 rented a car transport trailer for 3 days. I returned it in a day and a half. Went inside to notify the desk of the return and the people inside the facility says the rental desk closes at 22 noon? So I called the Uhaul 800 number to notify them of the return. I also call the following morning to notify the facility where I rented it from and got no answer. Left a message to call me as well. Never got a phone call but did get a receipt in my email charging me for 3 days. I again called the facility and no answer so I called the Uhaul 800. Filed a grievance about what occurred. I guess the clerk at the facility tried a quick one thinking I’d not look at the receipt. Do not recommend the facility in San Marcos TX
DAVID PI rent between $15,000-20,000 of uhaul trucks and trailers a year and this is the worst experience I have ever had. The truck was rented through the app and the app would not allow photos to be uploaded. So I called the help number and the lady sent me a link which also would not allow photos to be uploaded. So, she entered the information manually. The truck was very dirty in the box and the cab and there was a loose dolly and over 20 furniture pads in the back. The truck was also at 1/8 tank of gas which I noted with the person on the phone. She said she couldn't do anything about the fuel level but would note in for when I returned the truck and gave the the customer service number to call to get it taken care of when I returned the truck. There was a uhaul service truck there dropping off trailers at the time and I asked the guy for help and showed him the state of the truck being dirty and the fuel level as well. The entire process to actually get the truck checked out was over an hour. So I did call the number and they assigned it to a regional manager to take care of for me. I was supposed to get a call (which I never did) but I did get an email from John Jaste saying that there would be no fuel refund. I have always been given the $35 credit when I rent a truck under 1/4 a tank. This is your policy and I do not understand why this person would deny that claim. The rental had to be done over the phone because your system did not work and there are no places in the entire city of San Marcos to rent equipment from. I would love to get a call with a regional manager or higher to discuss this. It was bad enough that I had over an hour of my time wasted trying to rent this truck but it was dirty, had a lot of equipment that was left in there from from the previous renter and was below the fuel level.
WILLIAM LI would always get an error message. Customer service on the app helped alot but other than that it was hard to get things done online. Error after error and once I was able to get to the next page nothing much was there so I thought I was done. I wasn't. This happened when I was getting the rental and again after I was returning it.. one page said where to return the keys and nothing else. I returned the keys and saw that I was still under "active" so when I pressed return again after returning the keys it wanted me to take some pics inside the rental
Mariah CThe guy at the front desk had very rushed instructions. I was confused and had to figure it out myself
Katie HQuick and efficient service
RICHARD Kthe battery stopped working after i had loaded all my items into the uhaul so i had to jump the uhaul because the movers were on a time limit and the uhaul person left at 12pm so had to basically figure it out myself.
Katie LI was charged a retail rate instead of my corporate rate; they gave up my rental, the new rental had a lock on the back that took me hours to sort out- but I still paid for that time. Absolutely terrible experience with the location and uhaul
Carlos TThe gas gauge was below 3/8 when picked up.
Rene APick up and drop off locations were perfect, accurate and prompt.
gable pU-Haul phone experience is the worst
Wendy MGreat service, thank you
George TAwesome customer service at a local business. Very efficient, in and out experience.
Josh SSuper easy process. Love the app process and how easy it was to get my truck.
Saul JThe app is very buggy, and I had to call customer service to get it working. You should also automatically link email and phone accounts.
CHASE NNo one told me that it closed at noon.
GEORGE OThis was just a lot to do a self drop-off. It was not fun to have to fill out the online form and take lots of photos when it was 100° out.
COREY CDid not interact with staff. Used app to turn in truck
Robert BWe showed up after closing. No personnel to talk to. Left the key in a secure box. So for the question "Were the personnel helpful" I put No because no one was there. "Technically" they couldn't be helpful if they're not there. Not a negative against this location.
Ismael CThe service is great. I have used this location for years. I alwaysgo back.
Gary DI had a uhaul rented the Monday prior but the agent called me to let me now that it had flats. Offered two other places within 15 miles of my location to pick up another but we rearranged our haul when the correct uhaul business had availability. Somewhere i read that there was a guarantee.
karen wThe self serve is nothing but difficult. If gal offers that again I will go elsewhere and be happy to pay more.
Kenneth HI have no suggestions.
Kelli MVery efficiant,
Veronica PThere isn't help for many hours. I tried to call the location, but no answer.
NAUTIA WThe clerk did not inform me about the need to fill out a vehicle description form before driving away. He left at noon and was not available when I tried to return the truck.
Connor WTruck didn't had gas ! Wrong passcode to get the key I lost 1 hour and 30 mins on the phone to get help. It was not my fault that passcode was different . Never again I'm using this company
Maria VStaff was friendly and helpful, truck was clean, and well maintained.
Bonnie BI payed $10 for 1 dozen of covers which were not in the truck.
Isai RThe check engine light was on, the brakes need to be checked, the truck had trouble accelerating, and turning over the key was difficult.
Annaliese GHorrible experience! Put me 3 hours behind!! No one on property to take care of rental process! The U-haul App and internet signal were much too slow! Will not do it again!
anthony cI ordered an appliance dolly and a utility dolly with my order, which were absolutely critical to allow me and my family to move. When I showed up to grab the truck the morning of the move, no dollies were in the truck, which caused us a huge hassle in trying to coordinate the move and deal with our large appliances and heavy items. At the minimum if they did not have those dollies available they should have let us know well in advance so we could make alternative arrangements. Also the interior of the truck was not clean on pickup. Absolutely the worst location to rent a Uhaul from.
Brandon VThe employees were very nice, I have no complaints about the service. However, the truck I rented was in poor condition, and was not fully cleaned upon pick up. I was also not provided a key for the lock on the back of the truck, so I had no way to lock up my items. Again, the locations and employees were not the problem, just the truck itself. The price of the overall service was more than I've ever paid for a U-Haul rental. I know I had the rental for several days, but it seemed like the cost was ever increasing. I could have saved time, money, and effort if I had hired a moving company instead of renting a U-Haul. This is not a service I intend to use again.
Gracie RIt is definitely not worth $100 I only had the U-Haul for 3hours drive it to new braunfels and back to San Marcos and I put gas in it to where it’s supposed to be the guy told me it was just a hold on the card but it isn’t because it definitely processed as $100 and doesn’t say pending originally only supposed to be about 50$ maybe a few dollars over
Andrea RPaid for a dolly, wasn’t inside the back, paid for 1/2 dozen pads, only got 3.
Sebastian VBest U-Haul rental experience I’ve ever had! Hands down. If the entire franchise ran like this it’d be an entirely new company! This location should host regional training, if not nationwide.
Miguel FThe rep left at noon. I returned a uhual that had the entire floor full of grease. Very unsafe. Was unable to talk to anyone at the location. Had to call 1800 number to get another truck. Almost missed my time frame to pick up my furniture. Was very stressed. Not a good experience at all.
Jonathan TThere was nobody there because they closed at 2pm. So I had to go through the app and figure it out myself
Sidney Bsmooth transaction. easy to work with
Herbert KVery helpful and friendly
David BMake sure what time Ray stops checking in the rented truck! NOT ONE of the representatives ever said what time was "after hours" Ray at Sunset Lanes (bowling alley) STOPS CHECKING IN TRUCKS AT 4PM! U-Haul your U-haul app is horrible. I arrived and was there for almost 3 hours on the phone with customer service and STILL was unable to pick up the truck that evening. The next day we went to pick up the truck again the APP wouldn't work! I had to CHANGE every setting on my phone and after 2 more wasted hours I FINALLY got the truck. However, because of all the delays the hired load and unload help I had hired could not help and I was charged $150. and had to move everything by MYSELF! Next because of all the changes to my settings that had to be made to get the u-haul to work caused my phone not to be able to make or receive texts or calls! I had to take my phone to store and wait another 3 hours for the phone tech guys to fix it. I lost every bit of info. I didn't have time so I had to go back later to have my info restored! When I took the - back it was just as bad. But as a bonus U-Haul waved the after hours fee even though I was in the parking lot of the stupid Sunset Lanes. I am beyond fed up with U-hauls placating customer service that can't do anything to help and Managers that are just as powerless and keep transferring calls. You need to reimburse me for my wasted time (your fault) and the money I lost because your app sucks and had to load and unload ($150)everything by my self. U-haul had no issue taking my money but has treated me in a dismissive manner. -
Kellie LLonger hours of operation
JOHN MThe guy there is always great the equipment is always clean and ready to go One of the best locations I've been to in 10 states
Craig SIt took over am hour to finally get access to my rental.
Sonya LThis location closes at 12:00pm every week day and 2:00 on Saturdays! The walk-up rental was down for 4 days and the guy in charge was very rude and unprofessional! He was irritated that I was having problems scheduling on line and told me to go somewhere else! I have used U-Haul before and was able to pay cash for the rental and use my card for the deposit. He said I had to use one or the other for all of it! If there are other rental companies then I will be looking for those next time I need a rental! And I have told everyone that I can about this incident! U-Haul should have better representation!
Walter MMake the app work for Android. Should have just rented a penske truck
Kolton CWe rented a tow dolly. Within 10 minutes after leaving the lot one of the wheel covers appeared to be loose. Bad enough it could have blown off. Then we would have been "responsible" for the problem. We immediately went back to the location. The man working there asked "what did we did to it" and where was the missing part. Basically accusing US of the damage that should have been checked by UHaul staff before renting it out. He then told us that if the replacement dolly was returned damaged he would have to charge us for both of them!!! Sorry but WTF?? How and why we would we damage a tool that we needed that day? Terrible business practice. Will never go to that location and if the situation arrises will be sure to tell others to avoid this location.
Rebecca JThe representative was very professional without the long hassle. Great job I will definitely use this agent again.
PEDRO QIf they would explain the return policy after hours
Ana AGentlemen at Sunset Lanes was great. Initial truck had a check engine light on but he had me in another truck within minutes. Really nice guy and very patient and helpful.
Michael LJust parked the truck, took pictures and dropped the key in the drop box. Really easy.
Michael LI can't think of a thing. Great experience!
Darin WThe gentleman was very welcoming and friendly. Thanks for helping me.
Alyssa KSuper easy to rent and everyone was friendly :)
Cayla CI have the location an “average” rating- the area to drop off is quite small. I did not have any problems in the right spaces when returning, however some may have difficulty finding a space. Otherwise it was very easy and very helpful at this location.
Casey R