Customer Reviews for Sunset Lanes
(U-Haul Neighborhood Dealer)

Rating:

2.0

Picked up the Uhaul after hours and was going to keep it 24 hours. But on my first load the check engine light came on. So I returned way before my time was up. I had to ask friends to come help me. Didn't want to break down. I called Saturday afternoon letting the customer service line know that the Uhaul was returned and how many miles i used also about the engine light. They said that they would document our conversation. We'll this went going til Thursday. I was charged for 2 day that errors was corrected today. I have never had this kind of problem before. I will only use the Uhaul store from now on. I really feel that I shouldn't paid the full invoice. I keep asking for an correct invoice for my records.

Rating:

5.0

Everything went well and I have no complaints.

Rating:

5.0

Easiest uhaul experience I’ve ever had. Great service and smooth transaction.

Rating:

5.0

Staff was very helpful and friendly

Rating:

2.0

hard to access, no employees to assist with issues.

Rating:

3.0

Each time I would call this location I would be sent to voicemail and never got a response back, even after leaving multiple messages.

Rating:

5.0

Nada

Rating:

3.0

I’ve rented from location numerous times, so I accepted the agent statement that he didn’t need to check the lights because he knew they worked & my truck was always great. WRONG. only one light worked. It took road service several hours working on the unit. Service person said YOU HAVE ALL LIGHTS EXCEPT THE ONE TURN SIGNAL. IT WAS ALMOST 11PM. This mint I was now to tired to start my trip. I LOST ONE DAY WHICH I WAS PAYING FOR. I WILL NOT RENT FROM THIS LOCATION AGAIN.

Rating:

5.0

I just think the process overall was a bit of a pain and I called several times to get answers and nobody ever called me back. So that was annoying as well.

Rating:

5.0

The truck was very well used. 170000 miles seems like it should be retired

Rating:

2.0

Customer service. Canceled my haul without calling me. Staff of the owner's building refused to help us unlock the truck after we realized we left car keys in there. One refused to speak to me and the other lied to me, saying "they don't know the number" but then later after i walked them into a logic loop they tell me they work for the person who does own the box. They then tell me The Owner is at a baseball game watching their child. I have no problem with that. Why lie to me?

Rating:

5.0

The gentleman was very polite and answered any questions or concerns that I had. Thr atmosphere was pleasant.

Rating:

5.0

Great service and truck ran awesome.

Rating:

3.0

It was closed. No personnel to rate.

Rating:

1.0

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

Rating:

1.0

I 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.

Rating:

2.0

I 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

Rating:

3.0

The guy at the front desk had very rushed instructions. I was confused and had to figure it out myself

Rating:

5.0

Quick and efficient service

Rating:

4.0

the 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.

Rating:

1.0

I 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

Rating:

3.0

The gas gauge was below 3/8 when picked up.

Rating:

5.0

Pick up and drop off locations were perfect, accurate and prompt.

Rating:

1.0

U-Haul phone experience is the worst

Rating:

5.0

Great service, thank you

Rating:

5.0

Awesome customer service at a local business. Very efficient, in and out experience.

Rating:

5.0

Super easy process. Love the app process and how easy it was to get my truck.

Rating:

1.0

The app is very buggy, and I had to call customer service to get it working. You should also automatically link email and phone accounts.

Rating:

1.0

No one told me that it closed at noon.

Rating:

2.0

This 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.

Rating:

5.0

Did not interact with staff. Used app to turn in truck

Rating:

5.0

We 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.

Rating:

5.0

The service is great. I have used this location for years. I alwaysgo back.

Rating:

4.0

I 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.

Rating:

1.0

The self serve is nothing but difficult. If gal offers that again I will go elsewhere and be happy to pay more.

Rating:

3.0

I have no suggestions.

Rating:

5.0

Very efficiant,

Rating:

4.0

There isn't help for many hours. I tried to call the location, but no answer.

Rating:

2.0

The 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.

Rating:

1.0

Truck 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

Rating:

5.0

Staff was friendly and helpful, truck was clean, and well maintained.

Rating:

4.0

I payed $10 for 1 dozen of covers which were not in the truck.

Rating:

2.0

The check engine light was on, the brakes need to be checked, the truck had trouble accelerating, and turning over the key was difficult.

Rating:

1.0

Horrible 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!

Rating:

1.0

I 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.

Rating:

3.0

The 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.

Rating:

3.0

It 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

Rating:

2.0

Paid for a dolly, wasn’t inside the back, paid for 1/2 dozen pads, only got 3.

Rating:

5.0

Best 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.

Rating:

1.0

The 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.

Rating:

3.0

There was nobody there because they closed at 2pm. So I had to go through the app and figure it out myself