Valero is much easier to drop off at than the nearby Leesburg location, which has you drive to an abandoned Wal-Mart parking lot from the vacuum repair shop containing the U-Haul location. Making things more confusing my drop-off location was specified as West End Motors in Lovettsville on my paperwork but they refused to accept my trailer. My app indicated this Valero location and its address but when I went to return it online the website again indicated West End. The gas station attendant did not have time to help me; I had to pester him to complete the return for me since your online portal showed the wrong address. I never received my receipt.Chris P.
Customer Reviews for Valero Route 15
(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.
When I picked up the truck, I was told to return it with 1/8 tank (which is what it had when I picked it up). I was not told about the $39 fee if I return it with under 1/4 tank. Pretty unhappy about that. I am also very unhappy with how U-Haul has been changing the pick-up locations. This does not have to do with Valero U-Haul, but the corporate U-haul process. This pick-up location was 16 miles out of our way. The truck was available at the selected pick-up location when I made the reservation, so U-haul should be responsible for moving the trucks to the selected pick-up location. I have rented MANY U-hauls over the past 5 years and I feel the process has gotten worse. I understand there are a lot of supply issues, but the added expense and the aggravation of all the last minute changes are very frustrating.Leanne L.
My issues are not with the location themselves. My issue is with the constant change of pick up/drop off locations MILES away from my original choices in my reservation which resulted in me being charged for extra miles and gas which we refilled at the drop off location. Overall, I'm very disappointed with my Uhaul experience.Kerry M.
They weren't sure how to do the paperwork.Gregory A.
We dropped off the truck after hours. We had hiccups with dropping it off using the mobile app after hours. The gentleman inside the gas station was able to help us.Stacie P.
UHaul employee at Valero Gas Station refused to help with trailer we reserved stating he is not a UHaul employee, so he can't help us, stating he's a gas station employee, but he was able to switch the reservation to the next day. Picked up the trailer the next day and same employee was able to help us. Returned the trailer previous to the 24 hour rental period ended and was told by the same employee that he could not provide a receipt because the system was down. Upon getting an email receipt later a safe tow charge was added to our bill without our request; we refused all insurance in original contract. Went in circles over the phone with the same employee who insisted we requested the add on, but could not provide proof or any signature that we agreed to the fee. Also kept repeating the system was down, so he could not look up our info, but throughout the call referenced information about the rental unprompted; providing specific times of rental, etc. Issue still unresolved, as the employee repeated he can't process a refund or help because his system is down. Never had so many issues picking up a trailer.Leticia H.
Customer did not leave a comment.BENJAMIN K.
No one on site, you have to hope that the person who runs the gas station takes your information or you are screwed. Also If you are renting from Uhaul for more than 2 days don't expect to get your money back. Uhaul should change this policy as I rented for 3 days but due to changes I only rented for 2 but Uhaul will not give half the money back for the rental. That is Bad Customer Service.Latosha C.
Customer did not leave a comment.Homer B.
Customer did not leave a comment.Bernard K.
Customer did not leave a comment.Alfred F.
Did remote pickup and truck key was not in lockboxJohn L.
Customer did not leave a comment.Richard H.
Customer did not leave a comment.AUSTIN L.
The individual at the pick up location had no idea what was going on!!Eric G.
More availability in FrederickDON R.
Customer did not leave a comment.CLAYB R.
I was expecting a dedicated u-haul office but instead it was part of a gas station convenience store, so it was confusing at first who I was supposed to talk to. But once I did, it went smoothly.Mark P.
Customer did not leave a comment.James S.
Customer did not leave a comment.Mark B.
One of the customer service staff were rude, especially to my wife. The woman working there was nice and helpful but the younger man who, was primary in service Rah Kumar, was rude. The packing blankets were in a pile in a dirty and dark store room and I had to pull them out of the pile, thinking I might get a snake or rat in the process. The tongue of the 6X12 trailer was on the ground and so I had to lift the entire front of the trailer onto my hitch. It had to be well over 150 lbs and anyone smaller could not have done it alone.KIMBERLYRAE Z.
Customer did not leave a comment.Matthew C.
No one was available at the UHAUL site upon arrival and had to do the entire exchange over the phone. The equipment I rented was a vehicle trailer which the tire straps were shredded on one side. I had to purchase my own straps just to use the trailer. When I called roadside assistance, I spoke with a very rude woman who told me, I can't call the phone number despite it being on the trailer for help. Additionally, there were no instructions readily available and I had to hunt to find how to put a stock - low clearance vehicle on the trailer since it was not designed to fit such vehicles despite the site saying it would fit.James C.
Customer did not leave a comment.Robert B.
Customer did not leave a comment.RYANLEE R.
Customer did not leave a comment.John A.
Easy pick up and return of a cargo trailer.JEFFREYSCOTT C.
There was no dedicated UHaul representative at the pickup site. The pickups site was a 10 mile further drive from the location in my original destination. One of the left side tires on the trailer was in very poor condition (bald/worn through) thankfully I was not going far on this particular trip.Robert T.
Customer did not leave a comment.Gregory R.
Customer did not leave a comment.Eric G.
The clerk was very unprofessional and when I asked if he was going to help connect the trailer to my vehicle, he replied for $50 I will connect it.Dimis C.
Customer did not leave a comment.James N.
A little irritated that we were charged for 1 gallon of gas at $10 when the truck was returned with just more than half a tank as required. Other than that all was well ~ thanksChristopher F.
Customer did not leave a comment.CHARLES B.
Customer did not leave a comment.LEANNE W.
Left taillights bot turn signal and brake light stopped working with 5 minutes of me picking up trailer. Brought back to location and they refused to do anything about it.NICK A.
Customer did not leave a comment.Soumya S.
Both Leesburg-VA store have such a horrible customer service, I contacted the 1800 line and I ended been lied to. Tried to call Uhaul customer service to make things right and one person put me on hold another one hanged up and the third one promised me a manager is gonna call me shortly which hasn't happenPedro Edwin L.
Was much farther out than we expected and traveling to return there added lots of miles we ended up paying for. This was very frustrating.Craig B.
Have them make a better lot to park them and better customer service if I was you all I would take the uhauls away from them was absolutely horrible locationJASON F.
Customer did not leave a comment.JUSTINGREGORY C.
Customer did not leave a comment.Patrick M.
I said yes, the equipment was clean and well maintained but it was not really, trailer was parked in knee deep grass and mud. Personnel never came out of the building to assist in hooking up the trailer, never explained the operation, did not have the correct trailer plug "extension" to connect to a "flat 4" connector. Poor representation of U Haul standards.Kevin B.
The check engine light came on from the beginning to the end of the rental. The fuel tank was nearly empty, and required fuel relatively immediately after pick up. When the contract was closed I was erroneously charged for a MoveIn insurance I don't remember choosing at checkout. Finally there was mud all over the cab of the truck, disgusting.Antonio Q.
The site did no inspection , assessment of trailer, assist or instruction with hook up. They just gave me the rental agreement and said to call u haul if questions. Toward the end of the trip I found, after poor braking, that there was NO hydraulic fluid and I had NO trailer brakes. Very poor experience for us and would NEVER recommend my pick up site and will be Leary of u haul in the future.Brad O.
Customer did not leave a comment.Zachary B.
Customer did not leave a comment.Stephen M.
Make sure when scheduled for pick up that the correct person is there. The man there didn't know anything about it so had to make phone calls in order to pick upClair S.
Customer did not leave a comment.Rene I.
a little awkward in that uhaul office was closed and gas station owner just wrote down info on back of receipt, but turned out perfectly!ROBERT T.
Customer did not leave a comment.Zeeshawn A.
Customer did not leave a comment.Charles G.
There was only one employee at the site, the gas station cashier, too busy to help with attaching the trailer, and only very limited moving supplies.PAUL R.
I guess this is a satellite location but the guy there was not helpful at all. He just told me where to drop it - didn't offer to help unhook it (didn't even come out to inspect it) and then I had a wait for him to finish his cigarette inventory before he'd check me out. I would NOT go back there.Randolph F.
Customer did not leave a comment.KARL M.
My experience was indeed horrible with them. I regret it to the fullest!!!!!!!LATRICHIA H.
This location is a gas station on the side of a busy two-lane highway. I dropped off the trailer and went inside to talk to someone. They barely even talked to me, didn't check the equipment, said it would be checked in later. At least it was a quick drop-off, since I had already driven 45 minutes from my home, which has several U-haul vendors nearby. My irritation resides mostly with U-haul for forcing me to go so far out of my way to drop off the trailer. Very inconvenient when we already had so much going on with a cross-country move.Elizabeth Osier M.
Customer did not leave a comment.Tyrone S.
Not a thing. Very good experience.john K.
Customer did not leave a comment.Shannon M.
Great customer service! Great location!Bernard G.
Customer did not leave a comment.kolde E.
Customer did not leave a comment.Veronica N.
Customer did not leave a comment.Mary A.
Tire had a gash which I took a picture of. The chains were missing the rubber locking tabs. The worker in the gas station over charged me and when I asked why the amount was more he replied with â€œ YOU CAN CANCELâ€ . Owner tried to charge $50.00 to help back the truck to the trailer. Not hook it up but just to help guide the truck back to the center of ball. What a joke Uhaul you can do better!Michael H.
Customer did not leave a comment.Delmas R.
Customer did not leave a comment.William P.
Never met any or talked to any u haul associate. Wasn't enough parking spots for uhaul accessories. Had to park it in gravel beside location.Mykayla S.
didnt need to go inside.Greg R.
The person who checked me out was helpful in other ways but did not mention that by changing my drop off location which was only about 10 minutes away would more than double the cost of my rental (wen't from ~$32 to ~$72 before taxes, insurance, fees).Benjamin W.
The Valero Route 15 location is the most convenient location for us. The employees there were very nice; but, there was only one person at the convenient store and he was not able to leave the store to come outside to help me. He had to call someone else to come to the location to help me get the trailer off of my truck. It was a 10-15 minute wait, but they did take care of what we needed.Trudy G.
Need check in personnel during regular business hoursHarry L.
Customer did not leave a comment.Greg R.
Probably make sure everyone that works there actually knows how to do U-Haul check-ins. I do NOT blame the employees, i blame whoever is in charge of training them. They were as helpful as they possibly could be in this situation.Caleb L.
picked the truck up with 3/8 tank of gas and they billed me because it was not full dropped it off.Eric H.
The only reason I would consider this location again is the physical location being close to the house. The return date is wrong, I returned it around 7:30pm on Thursday, January 2nd. I would suggest having this location provide some form of written receipt for returns...Eric W.
The person doing the rentals look like he worked at the store, not a U-Haul employee. So it's not surprising he didn't know anything about the drop off location, which was important because the receipt I got from him had just a phone number to call when I was ready to drop off the U-Haul. later, I got a text from you guys, telling me to drop off the truck at a location that was over an hour out of my way from where my end location was! Good thing my husband thought to call in to ask if we could drop it off at a closer location in Strasburg, Virginia.!Colleen D.
Customer did not leave a comment.NICK L.
Great equipment and good service.Julia T.
Customer did not leave a comment.Wendy B.
Customer did not leave a comment.Robert P.
We rented here after a much closer moving company overbooked and left us with no truck. The mileage to/from the pickup/drop-off point was 3-4 times that of the mileage we actually used to move our stuff. This alone inflated the bill nearly 50%. There should be some allowance for this.craig P.
Very good truck. Knowledgeable and friendly rental agent Pickup and drop off were a breeze. Lot is large to maneuver and park easily. Location is a gas/convenience store, too!richard T.
Dropped off before closing time according to website. Uhaul person already left for the day. Poor cell service at location, so I couldn't use the online drop off. Gentleman working gas station told me just drop it and the uhaul guy will check next morning. I dropped off trailer in designated area and 2 weeks later received a phone call from uhaul looking for trailer. 2 weeks! First, why would it take 2 weeks if they thought they had A MISSING trailer? Secondly, we did drop the trailer off, so the uhaul guy at the gas station clearly never checked it in. So what does he even do at work all day?alfred L.
Customer did not leave a comment.lauren D.
Customer did not leave a comment.Shannon B.
Fast checkout process. No issues or difficulties. Trailer was clean.Dave D.
First for all customer service was terrible no one ever came outside to hook the trailer up or to inspect if I had the trailer on the vehicle correctly first for all customer service was terrible no one ever came outside to hook the trailer up or to inspect if I had the trailer on the vehicle correctly. But that wasn't the biggest part the trailer lights did not work and I was traveling 100 miles in the dark with no tail lights. I was pulled over two time luckily the officers were understanding.Jahvonne R.
Customer did not leave a comment.Larry R.
Customer did not leave a comment.Thad S.
Customer did not leave a comment.Vikram S.
Customer did not leave a comment.Rebecca E.
Customer did not leave a comment.Michael T.
Stop misleading customers on available inventoryjoseph B.
Not much you can do with an old gas station.Robert T.
Customer did not leave a comment.Daniel L.
Customer did not leave a comment.Gregory R.
good customer service .ALFRED M.
Customer did not leave a comment.Colleen G.