Very poor customer service. I was told the truck wasn't there/available. After 20 minutes of waiting they had to speak to corporate rep which had them to release the keys to the truck. I don't know why it was so difficult for them to understand the contract or why they kept saying they didn't have the truck when in fact they did. This location was the worst and set me back an hour on my trip and use of the vehicle.
Steve M
Customer Reviews for Valley Liquor & Gas Station
(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.
Once again, using the kiosk was challenging. My phone was inhibited and prevented me from completing the applications.
Claudia LI will never go here again. Whoever answered the phone cannot communicate in English, not being prejudice, but I could not understand him and he had no idea what I was asking. I called back, got a different guy, same thing.
SANDRA EAbsolutely awful experience — TOTAL SCAM!!!!!!!!!! I rented a U-Haul truck for what was supposed to be a one-day rental. I even made it clear to the guy at the counter that I wouldn’t be needing it long. I returned the truck in under 90 minutes — well within a reasonable time for a daily rental. But apparently, this guy decided on his own to cap the rental at 2 hours, without telling me. To make it worse, when I brought the truck back, he was "too busy" to check me in or give me a receipt. I left, assuming everything was fine. A few hours later, I get slapped with a bill for double the charges AND double the insurance. When I call to ask what happened, U-Haul gives me some ridiculous explanation that if a timestamp is added, they start charging daily rates PLUS insurance for every “period” after that. Are you kidding me?! That is a straight-up scam. There was zero transparency, zero accountability, and absolutely no customer service. If you value your time and money, do NOT rent from this location — or U-Haul, period. Shady business practices like this are why people stop trusting companies.
JASON HFull tanks of gas
BRIAN POur original quote was not honored nor was the size of truck we ordered well in advance available. So we had to take a much larger truck which I think we got charged for because the price was quite a bit more than originally quoted. The truck did run good and was okay on gas. However many aspects of this experience were not satisfactory.
WENDELL BThis location was convenient and people very friendly
Shawn VA better app experience, better app developers, an app that actually works. More failsafe measures when something goes wrong in the app. Clearer instructions on what to do when something doesn't work right. Better customer service agents who are knowledgeable about the entire Uhaul process.
Brooke TDo not use U Haul. Save yourself the hours of hassle. Charged for a dolly we never received and have had to call 4 times to get my money back and now they have decided to try and come back with additional charges and demand more money. Customer service doesn't fix anything escalation doesn't work. Save yourself the headache and avoid the whole racket!
JESS WWas called the day before my move to find out the truck size I needed was not available. Ended up with a smaller truck and was charged $20 more for the truck and $10 more for a dozen moving blankets.
Andres VYour app for return does not work. It wud shut down. Difficult to upload photos. The app design is 20 year old.
Jairaj CWhen we dropped he truck off the person did not seem to know what to do with us? We left the truck, funiture dolly and the keys, we hope he got it right, but he was taking so long staring at the computer we left…trusting he would get it right
Gerry NWhat the fuck I rent the truck for 4 hours I returned it last knight I go into the place I rented today because the guy working last night didn’t know what to do and the same guy that knows nothing about renting the trucks is there again , he hands me a paper that says the total cost for the truck rental was $73.87 , I asked him this is what it cost me he said yes I go straight home from the place I got the truck from and I receive a text that my card was charged $170 and change WHAT THE FUCK !!! That’s $100.00 more then what he told me when I was there 5 minuets earlier How the FUCK does $19.99 a day truck cost $170 for a 4 hr rental??? I’m not paying it!!! NO FUCKING WAY!!!
Richard RI did not know how to check in on the app as i don't use app's the lady in the store did not know what to do when to get another person when i explained to him that i did not know how to use the app he gave me a phone number to call - when i called u-haul after being transferred to the correct area the lady i spoke with was wonderful - she walked me through the entire process. when i finally went back in side the man i spoke with gave me the wrong dolly so i paid for a dolly i could not use. The truck was great it was just that location
DONALD NWi-Fi didn’t work. Unable to complete online process. Overcharged for gasoline refill. Will contact U-Haul separately for refund.
Arougendorf GPerson onsite refused to check us in for the truck. He gave us a number to call to check in but no one answered it. I had to call another number for U-Haul to get someone to check us in. Should have taken 5 minutes. It took an hour.
Tim TOperator charged me for fuel and a service charge after I dropped truck off and left the facility claiming tank was not refilled to the proper level. I have photos of fuel gage and odometer that disprove his claim and charges of approximately $40. FRAUD!!
Ken SMaybe provide a little less shady service, I literally didn't bring anything into the dirty cabin that I disapproved of in the form and took pictures up so I couldn't have left any trash or gotten anything dirty as I was wearing clean clothes yet they're trying to charge me a cleanup fee. I drove the vehicle about 13 miles & put $25 worth of gas in. I looked at my receipt I just got and they said I left it below the original level which isn't possible because it was below 1/8 and I filled it past that marker. They also are trying to charge me for an extra day when the rental was for 24hrs starting at 11am and I dropped it off at about 7PM the same day. Original Quote: $40 UPDATED COST: $122
Nicholas AMaintain vehicles, don’t expect customers to do this. Have staff who can process pick up and drop off. Be customer focused.
Jonathan GThe location is fine, though it was a bit unexpected to be a drop off location when I pulled up so I was unsure I was in the right spot. Also, online I was set to drop off in American Canyon so that also confused me, but this was much more convenient!
Justin HAbsolutely horrible experience picking up and a terrible experience dropping off. This place is worthless.
Joshua KGreat check in experience, can't think of any recommendations.
Robert Pknow what you are talking about before you tell the customer their total charges because the lady I had to deal with had no clue what she was talking about and tried to charge me an extra $110.00 more then what the real total was, she tried to charge me for 2 days when I returned the truck in 5 hours plus she tried to charge me for 80 plus miles when I only went 37 miles and she tried to charge me over $80.00 for gas when the truck had more gas in it then when I took it, Thank God the guy I got the truck from and I also took a picture of the milage and gas level before I took the truck, needless to say I was a little pissed off because an easy truck return turned into 2 hours
Richard RI feel sorry for these people...they will need to deal with dirty, smelly unit now.
David WIf you live in the Silverado Resort area, this is a convenient drop off location. Otherwise, look for a different place.
John BNothing! Book on line and all the steps are done - team at the U-Haul location were excellent
Charles MTook forever even though I completed the process online the guy kept helping everyone who walked into the store and told me to wait then he took 30 minutes to process everything and give me a key. Which he didn't take off of my time I was renting for so I didn't get my full time that I ordered. Definitely won't use this location again.
Cortney SI recommend for anyone picking up a UHaul from this location that you go in the day before and speak in person to the purveyor.
Peter VThe owner operator at Valley Liquor refused to serve me. He gave me a 1-800 number to Uhaul customer service. The customer service team rebooked me as I stood inside of the Valley Liquor & Gas Station and watched the owner operator serve other customers, but not me. The rebooking took 35 minutes on the phone. Even after the Uhaul customer service team called him and talked with him he still would not serve me. After 45 minutes of being in his store did he reluctantly take my information and provide the key to the truck. This is my worst Uhaul rental experience.
Michael MI was charged for equipment they didn't have in the truck. Difficult check in.
Joann AThis was the worst drop off experience ever. I had to deal with the cashier who told me the person working uhaul wasn’t in that day. The truck didn’t get checked in for three days after numerous calls from my part.
Graham CThey never started my rental. I had to call for my key number. They did not have the Appliance dolly that I had reserved and NEEDED. The truck had the check engine light on and no gas. I had to call uhaul office several times and the whole experience took like 45 minutes. Since the rental never started I could not end it when I returned the truck.
Sabrina BHave customer service rep do job right, my contract says i was issued 1 truck and the actual truck was something different, when i returned to location te return it said mulage was lower than checked out. Even after i brought with more gas than i picked up you guys still charged me. Days leading to rental date changed my location 3 times so what is the purpose of booking onlime and each email following up said your equipment is guaranteed. So you broke guarantee 3 times? This is by far worst experience ive had with any rental company i am very dissapointed.
Fernando BGreat service. Smooth and easy rental.
David BThe clerk needs a better understanding of how to run uhaul certified dealer. I had a short amount of time to access the location that I was moving equipment from, so I booked the uhaul at a specific time to accommodate this situation. I booked everything through uhaul online, all I needed was to show the clerk my app with the “key code” from the truck, but this clerk made me waste 30-45 minutes by calling a uhaul operator (no complains with them. They were excellent!) because he didn’t know what truck key I needed, all while this location only had one (1) truck available!! When the uhaul operator finally spoke with him, he just heard the truck number from them and hung up. I asked if he had more than one key available but the clerk ignored me and stayed quiet, acting guilty for his poor customer service. I will never recommend this location of uhaul to anyone after my experience with the clerk.
Alan SShowed up and the guy was no help. Said his internet was slow so I should go somewhere els. Registered the gas at 3/4 tank and it was below that. Terriable customer service. They should not be allowed to rent U haul to people
MICHAEL SGood service.
RODRIGO SEducate your employees.
Patrick cThis isn't a comment for the pick up location, but for the reservation process. I reserved the truck nearly a month in advance for my preferred location at 8 am. Less than 24 hours before, I was notified that the time would be instead be 4 hours later at noon at a location that was nearly an hour drive away. I had one day to make this move and the reservation was worthless. The return of the $50 reservation fee was insufficient for such an expensive rental. I am not pleased.
Niel HI am very disillusioned with U-Haul service on the whole. My truck’s location was moved three times and even canceled on me once. Were it not for the excellent customer service of Nicolas in the call center, my daughter’s move to college would not have been able to happen. I will definitely be thinking twice about using U-Haul again. Very disappointing
Shayla JI had the truck for 3 1/2 hours. When I returned it I gave the keys and paperwork to one of staff, and she told me that was all and that I was good. Four days later someone else from the location called to ask me I'd returned the truck yet. Apparently the staff member I left the keys with didn't communicate that to anyone else. Heck, it's a very small operation, they could have just checked outside to see that the truck had been returned. They just don't really seem to know what they're doing.
DANIELLE LAt this location staff not knowledgeable about rental Process I had to wait for one person who did not speak well English its not the service I normally received
Rafael SQuick and easy accet
JOHN MTruck was not clean driver and passenger area had some trash
LIBERTY TMan who helped me input th wrong drop off address and created a huge issue I had to,call uhaul several times to resolve. I also could barely understand him which added to the confusion.
ROBIN KAfter 3 trips to the store and 2 hours after reservation time, we finally got the key. Won’t rent here again.
eric fWhen I returned the truck, there was no one working there who could examine it to see that there was no damage. That made me very nervous bcs I know someone who was charged for damage they didn't do to a rental car. The guy who worked there didn't know anything about U Haul and wouldn't even write on my contract that I brought it back without damage - VERY FRUSTRATING. Never going there again.
Julie PManagement of the location was terrible. Only had the the vehicle in my possession for 1 hr and a half, drove it for 10 miles. I was charged with additional 170 miles due to the miles not being inputed/updated correctly from the previous trip. After explaining to the employee and showing him pictures, letting him know that it’s was impossible for me to drive 170 miles in a 1 hr and a half duration. He simply didn’t know what to do in this situation. They charged me by default. He said to contact the owner to see how they would go about it. It’s been a back and forth, still haven’t came to a conclusion.
Anthony MTerrible service I had to hunt for the owner. Dirty pads. Took two hours to go through the process. Lots of back and forth with the liquor store employee to track Rosen the uHaul rep Terrible
Jarred PYou have really watered down your business model with these independent locations. The pick up location was a liquor store. The first employee had no idea how to utilize the equipment. Then the person who had a rough idea took 45 mins to complete the computer inputs required and provide the keys to the vehicle. Also, their printer did not work, so they were unable to provide me with any type of contract or receipt. The individual asked if he could take a picture of his computer screen with my phone camera so I could have some sort of documentation. A complete disaster and huge waste of time at this location. U-Haul and customer service have nothing in common.
ANTHONY WI reserved the truck and picked it up a few days later. After I was on the road uhaul changed my drop off location without my consent. As a result I had to drive two hours out of my way to return it.
THOMAS NHave the proper equipment rented online
Richard MIt took 30 minutes for the staff to get to me (the prioritized people coming through the gas station buying cigarettes). I had already filled out all my information online. The amount of work needed was very minimal but I had reserved a dolly and wanted to pick that up, so the app wouldn't work. They did not have a dolly. The truck had a low tire & the engine light was on for that. They told me to air up the tire. Not really at the top of the game.
Joseph BI downloaded the Ap to make it easier for me to pick up the truck. It took me 10 minutes after I’d arrived on site to complete all the procedures. I did this as an on line because I didn’t want to go inside because I’ve been self isolating for over two months. After going through all the on line requirements, I had to go inside the store to pick up the keys to the truck. The line was at least 20 people long so I had to stand inside the store for more than 15 minutes to get to the register.
Caroline SThis location was having a lot of problems with their "system". I think they might need a new computer. They turned away several people with reservations despite having tons of trucks in the parking lot. They lost my reservation (or couldn't access it). After waiting for over an hour, I got the number of the person who is in charge, and he was very helpful and ultimately we were able to get the truck. The truck had a half full tank of gas and did not include the furniture pads or dolly that I reserved (and was charged for). Unfortunately, I will not rent from here in the future.
Avery HCar was dirty. I don't care as long as I don't get charged to clean it. Only issue was the wiper blades were crap and made it dangerous to drive in the rain
Jack HRepresentatives were friwndly and professional. Information entered online didn't appear to be available. Had to re-entered. Windshield was dirty; representative only partially cleaned it. Otherwise, vehicle was clean and well-maintained.
WILLIAM NThe floor of the truck was dirty, but aside from that it was fine. I did request and confirm a 17 foot truck for $29.95 but the day of the rental it was changed to 20 foot truck for $39.95. I let the agent know who I spoke on the phone with who said she couldn't change the amount so I followed up via message through the app and never got any response. I feel like I was tricked into spending $10 more dollars. If I was allowed to rent a 17 foot truck but then UHaul no longer had one available and had to upgrade the size, I should not have been charged more.
Gregory GMy only complaint is that I was given the wrong dolly
Jody MI am very offended by uhaul and it’s employees, this last rental was a bad experience from start to finish.
Florian GUse the app, very efficient and fast!
Robin CCostumer service is great!!!
yvette bHad to wait while U haul guy had to be called to check on low tires. Gas tank also showed empty.
John MIt's a convenience/liquor store location, the only way I could tell this was the drop off location was the navigation on my phone said this was the address and there was another uhaul truck parked there.
Richard R