Terrible experience trying to pick up my 15-foot U-Haul moving truck -- worst experience ever. U-Haul converted my order to 24/7 truck share without telling me before I was supposed to pick up my truck at 10AM on Wednesday, July 1, 2021. I spent an hour and a half on the phone trying to get through to customer service and waited and waited and waited. Finally, someone told me that my order was a truck share order and I would have to go through a phone app to pick it up. I eventually figured that out and got the truck, but bad, bad, bad experience.Peter E.
Customer Reviews for The Lube Rack
(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.
Customer did not leave a comment.CAROLINE M.
The location staff was Nott very helpful however when I made the reservation I was not told this needed to be done online /phone only. The location will not help you in anyway. I recommend this is told to the customer rather than finding out at the last minute. My reservation was so messed up. Uhaul needs to find a way to track if independent locations are closed during holidays. Car rentals companies are able to manage this why can't uhaul figure it out?Alma Z.
Not really a Uhual rental location. More of a drop off or pick up location.Gustavo V.
Truck wasn't clean when I got it yet I was charged 25.00 cleaning fee when I returned it, in same condition only dirtier due to fire soot (natural disaster). I had a Drs appt to get to and didn't want to deal with the charges at the timeJune F.
When I arrived, I was instructed to complete the check out procedure online. When I completed the online forms, it said to show the screen to the Uhaul representative and get the ignition key. The Lube Rack representative said I was suppose to get a code. The online chat assistant said there was no code for the Uhaul and rep was suppose to give it to me. The rep informed me he had the code but refused to provide it since Uhaul had not given it to me. I left for the main Uhaul store where I received a message from online assistants and retrieved a phone number. I called and she provided several codes for the truck. I returned to the lube rack and entered the 4 digit code on the pad lock sealing the rear door. Once open, there was no ignition key in the back compartment as I was previously informed. I told reps at Lube rack and they had no idea where key was. I called the number once again and gained access to the only other truck that had only 50 miles left in the fuel tank, well below quarter of a tank. It took nearly two hour to acquire the Reserved Uhaul truck. Very disappointed in this process.Phillip P.
Customer did not leave a comment.DONALD V.
I rented a truck and had it from 5:30PM-10:30PM. I drove the vehicle a total of 14 miles and was charged for 1376 miles!!! The amount charged to my card was $1674, I called to dispute the charge and was told it would take 3 days to be reviewed. That is an unacceptable time frame to have such a huge error resolved.Chyann M.
Truck was mostly clean. Found a pair of prescription glasses. Left them in the glove box. Had an issue with the website while filling out information during pick up but was resolved with a call to uhaul.Charity F.
Customer did not leave a comment.Dipesh P.
Loved that we could do everything without any contact during this crazy pandemic!!!Jason R.
The only thing I did not like is that I was unable to talk to someone, and possibly get a smaller truck as I realized that it was a bit bigger than I thought.Danette K.
Could not have been better!!WILLIAM V.
Excellent customer service. Rick went beyond the norm to provide excellent service and support for my rental. I have had great experience with U-Haul in the past, but service on this rental was extraordinary. I can not thank service at the Lube Rack in Eureka, CA enough.Ken P.
Customer did not leave a comment.John K.
Customer did not leave a comment.Rachel R.
Friendly and quick serviceEric N.
Customer did not leave a comment.sal L.
Customer did not leave a comment.BOB B.
Evan was great. He suggested I contact U-haul about the "tow haul" problem.Terri F.
VERY helpful. Thanks for the pleasant experience.Matthew W.
Make sure the lights work.WAYNE S.
Customer did not leave a comment.Catherine H.
Customer did not leave a comment.KELLI S.
Customer did not leave a comment.Ethan E.
I rent from this location because of the quality of service. I don't have to wait beyond getting the rental agreement prepared. First rate.ERIN W.
Complete opposite fro. Pick up, great service and easy to drop off. Better then local uhaul which is just to busy.Douglas P.
The Lube Rack employee arrived 10 minutes late - unacceptable. I paid for blankets as part of the rental agreement but they were not in the truck. I had to go back to the Lube Rack and get a refund after the move was completed.Paul W.
Customer did not leave a comment.michael T.
I was very pleased with the service I received at the Lube Rack. The facility as well as the truck I rented was very clean.troy G.
I was charged $40.00 for an extra day upon returning my Uhaul truck at 2:00PM. I had called earlier that day and asked if I return my truck between 1-2PM, would I be charged another day? The person I spoke with said no, and that I would only be charged another day if I returned it around 4/5PM. I would have returned it earlier if I had known he was lying. I wish I could refund that $40.00.Jamie C.
I rent from this location periodically. I get out quickly. The vehicle is ready to go and they are pleasant to deal with. Next time I need a truck in Eureka, this is where I will go.ERIN W.
Very convenient and friendly service.Perry P.
Not much to improve on. When I try to rent from the Jacobs Avenue location with a reservation time, I can wait over an hour before being served. At the Lube Rack I am in and out within 15 minutes.ERIN W.
Customer did not leave a comment.Andrea F.
Customer did not leave a comment.Lynette D.
Great friendly staff. Amazing customer service.JERICO P.
Have the employee give a walk through of the truck. Give a quick tutorial on all the gadgets and features of the vehicle.Jesse V.
It's hard to think of a way my experience could have been improved. Evan is gifted in customer service, from the way he went out of his way to rent a 17-foot van to me ( a first for this location!) to accommodating my other needs, he gets an A+. In addition, he has a friendly, professional and sincere voice that made my experience tops!Christine E.
Customer did not leave a comment.RICK B.
Customer did not leave a comment.Jim B.
They were professional and helpful.I wish I knew of the lube rack sooner.The staff at the Jacobs Ave store could use a lesson from the Lube Rack.Without a doubt this is where I will go for ALL my Ursula needs.Melene D.
Customer did not leave a comment.JOSEPH G.
These guys are great! Very helpful, easy rental.ASTRID D.
Very helpful man named Ted! :) Thank you!Cortney K.
Lot too small, difficult to access. We had to drop everything and go buy an adapter. I thought it would have been nice to have let me know ahead of time. The employee was late getting to work and hunting down the adapter through us off scheduleStuart R.
Customer did not leave a comment.greg M.
Customer did not leave a comment.Lena B.
Customer did not leave a comment.Matt O.
Evan gave excellent customer service. Thank you!!DINA R.
Customer did not leave a comment.Brian S.
Customer did not leave a comment.greg M.
I wish I could award TEN stars to the Lube Rack! Their customer service outshines anything I could have expected from that other, "Goliath" dealership. When I told my friends how helpful the Lube Rack people were at problem-solving, they said yes, they always have a positive experience with Lube Rack, too.Elizabeth B.
Customer did not leave a comment.farid N.
Customer did not leave a comment.yiong H.
Customer did not leave a comment.LIGIA G.
The service was superb! Evan was extremely helpful!! He went the extra mile showing my daughter and I how to set up the dolly to tow my van. We were able to make it home safe!ERENIA R.
Customer did not leave a comment.Dean C.
Customer did not leave a comment.PETER M.
Customer did not leave a comment.Michael G.
Conveniently located. The attendant was polite and helpful. I would recommend the Lube Rack to others.Toby B.
Customer did not leave a comment.Theresa C.
Customer did not leave a comment.William S.
Give them free fuel.. lolScott H.
Customer did not leave a comment.paul S.
These guys were very friendly, helpful and pleasant to do business with. Not much they could do to improve their service, they were great!! Thank you.Valerie P.
You're the best. Thank you for making it a smooth drop off experience.felicia K.
Customer service was excellent.WAYLON L.
I had to wait 2 hours after my reservation because the person that handles reservations was at her second job... then they charged me for a second amount of $42.25, but won't return calls, (she works remotely). It's been 2 weeks and I still haven't been able to get a hold of the agent.David S.
Customer did not leave a comment.John W.
This location is one of those where the trucks are parked there, but the personnel were not. The lube rack persons were doing a lube job. One of them greeted me after I said a hello. And then gave me the phone to call the rental person. I had to wait for a callback. Truck was good.Dennis T.
Customer did not leave a comment.AUDRA B.
everything was easy and the staff here in Eureka were very friendly and helpful...Jeff C.
Customer did not leave a comment.TERRANCE W.
My 26ft truck was not available when called. Dispatcher had to locate another and get it ready. Which caused me more stress, as I had hired a crew to pack the truck. They got my truck, but it wasn't pleasant.Raymond J.
Customer did not leave a comment.David B.
Customer did not leave a comment.Samer K.
They are friendly and processed everything quickly. I did not have a reservation, and I was able to be on the road 30 to 40 minutes faster than with the large U-Haul center just up the road when I had a reservation.erin W.
The cargo area was not swept thoroughly. It also leaks rain water, which got a new mattress and a futon wet during the move, due to shower activity. I also asked for a 20' truck and was not notified one was not available until the day before. I was however offered a free day, but that meant paying for extra miles. My mistake was reserving on-line, instead of going to the U-Haul location on Jacobs Ave. (which was the one indicated on the website page I reserved a truck on) and reserving in person. I wound up being routed to a little side show Mom and Pop business called THE Lube Rack.Michael B.
Customer did not leave a comment.Larry A.
No muss, no fuss. Friendly and efficient. Thank-youNina S.
I drove through rain and when I arrived at my destination water had somehow gotten into the truck and many of my boxes were wet. So much so that some of the boxes were soaked through. I was disappointed that the truck was not waterproof. Luckily none of my electronics were destroyed.Christopher M.
Customer did not leave a comment.WARREN H.
Customer did not leave a comment.GLEN H.
Customer did not leave a comment.PAMELA O.
Excellent friendly staff, convenient pick up and drop offkeith H.
Very friendlyMIQUOLYN W.
The staff was very friendly and helpful. They assisted me in a timely manner and ensured that all of my questions were answered.Nick T.
Customer did not leave a comment.RONALD V.
Customer did not leave a comment.kris G.
Customer did not leave a comment.CRYSTAL M.
Horrible service! The workers are slow and oblivious.amy M.
Love Caroline and Ted! They rock!REBECCA H.
Your 10 ft;. truck is the bese I have ever rented. However you should change then nature of your insurance to one charge per length of rental. Thank you, Kathleen regliKATHLEEN R.
Super friendly and helpful. Really nice people to work with!Wayne L.
Customer did not leave a comment.EDWARD F.
The woman who helped us provided exceptional customer service. This was our first experience with uhaul, and she made a very good impression.MINDY K.
Very friendly service, albeit just a bit scattered. Easy in/out access and my final contract was exactly right. Thanks for getting us in at the last minute!Terry J.