Verbal communication was almost impossible; I had to guess what was being asked. Store operator, "Daniel", spoke very little English, and what words he did know were almost incomprehensible. If you think, by his name, he spoke french, you would be wrong as I speak french and he definitely did not speak any more French than English. He said, (indicated with fragmented words and pointing), that he sent me an email, I guess for the original inspection, that I never got, so he asked for another email, which I gave, but still didn't get anything. There was a text that arrived later but we were already wrapping up to go out in -25 to hitch the trailer. I wasn't able to get my phone out again until I stopped working and had returned the trailer an hour and a half later. I never did get that first email; however, surprisingly there was no trouble sending me an email receipt when I returned the unit an hour and a half later. Frustratingly, I found that in the small print it says if I did not respond to the first email, THAT I NEVER RECEIVED, to state that there were issues with the unit, then I was deemed to have accepted it as-is. That explains why your sales rep with the terrible English skills did NOT send me an email he said, as evidenced by my receiving the receipt email at the same email address on my file AFTER the unit was used. I checked some previous reviews and it seems there is an ongoing problem at that location. By the way, there WERE issues with the unit whether I was scammed out of reporting it or not, see below: Unit was VERY dirty inside and out and it had been so for quite a while since a) there was caked on and dried mud inside the unit all over the floor, and it has been more than -20 to -25 for several weeks now...so no mud since maybe a couple months. When swept out, screws, debris, (like an old pop/beer can pull up opener frozen solid to the middle of the floor that scratched the heck out of my new drywall sheets), and billows of dust and scraps came out; further, because it was so cold out, only so much of it could be swept out with remaining debris frozen to the floor--what was left caused scratches on the drywall sheets I was transporting for home reno's, making me have to spend money for replacement sheets, b) there was a dried out banana peel on the very unclean hitch components. If the company bothers to take the time to look they will see it in the photos that the store operator took when I returned the unit because I left it there rather than cleaning up what should have been cleaned up before I got there. It's the thing in the picture that looks like old dark brown scrap leather straddling the neck of the hitch half way down---its not leather, its such an old, dried out, and now frozen thing that it looks like part of the unit!!! How can customers ask any questions or be sure you know whats happening when the dealer does not speak enough English to communicate, and when NOT responding in time to something not received, if even sent, is deemed as forfeiting any right to point it out as preexisting?! Not impressed; will not go back; trust is gone. I may even stop using u-haul and buy my own trailer. If I even consider continuing with U-haul I would have to drive an extra 50 km, each way, so 100 km, to get to next nearest dealer in either Wainwright, or 85 km--170 there and back, for Vegreville or Camrose--but I will not rent again from the Shell gas station in Viking Alberta. Considering the extra gas needed to go elsewhere plus the money i spent on damaged goods, buying my own trailer seems like a better idea than trusting U-haul to take care of my needs.
Daniel D
Customer Reviews for Viking Shell
(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.
Since the location was the one-way trailer drop-off point, it was very handy. There was only one person working at the service station when I dropped the trailer off on a Sunday, so she could not assist me in any way. We had rain the previous day, so the drop-off spot was a mud hole. When I returned the next day to get my deposit, it took the Manager at least 1/2 an hour to figure out how to do it (I had paid for rental and deposit w/Debit). Language was a barrier, but I am happy they provide the U-HAUL service to our community. Everyone tried their best but I think it was frustrating for all of us. All in all, I am thankful that I could drop the trailer off at this location. It was a good place to practice patience.
Corinne TCustomer service was really slow and the gentleman did not know how to spell, and it didn't seem like he knew how to use the U-Hauls platform. And I had to call the customer service for him because he couldn't figure it out.
David WThe ratchet mechanisims were filled with mud.and the trailler lights were not working but Daniel was able to remedy
MARK DEasy to find
Jennifer SI was to pick up in Edmonton, then changed to Nisku, then to Viking-putting me behind by 3 and half hours + extra mileage on my vehicle as when I got to Viking, the Shell gas attendants were not expecting me and informed me that their supervisor was gone as well as the truck that was there wasn't working. The attendant had to call the supervisor and then a tow truck to boost the truck in hopes that the battery would stay charged, thankfully it did
Debbra CNot happy with this when I received the truck the packing pads where on the floor was not clean out and only 1/4 tank of gas really guys do better
CUE Rfirst of all the language barrier was terrible trailer was frozen in the ice card machine wouldn’t work a normal experience I’ve had with U-Haul never had a good one
Bruce SStaff was very helpful, cordial and friendly.
Alain GI was told I would have over 300km for travel and this was not the case, they need to explain this in more detail as apparently I went over 17 km and I had to pay $1 for every km ontop of the $300+ I paid for the rental from Bentley to Viking. I even returned the truck a day early with extra gas in it and that did mean anything to this company. Just a cash grab company and they don't care about their customers at all. I asked to talk to someone in charge at the drop-off location and was informed that they're just a hub and they can't do anything with the billing and I know better as I used to work for Uhaul.... Just a sad and unhappy experience all around!
Lisa PStaff where’s little hard to understand but where doing there best made for slower transaction but overall it was okay they were very polite
Alan RThe older gentleman that helped me with the return was quite nice. He tried to help me with the issue of the fuel charge. But I couldn't wait on hold to resolve it. It was a easy drop off however, and was quick.
Matthew TCouldnt speak english - owner wasnt there when we dropped off - staff didnt know what to do - we left keys- didnt know what the next step was
Peter JNeither truck had been cleaned, staff did not speak English very well making for an extended time to pick up 2 trucks. Unreported damage on 1 truck.
James Sget the lot paved
james jWindowed were very dirty. Had to go clean side windows and side mirrors. Dollys and blankets were in back and we were not told and we didn’t need them. Took up too much room. Couldn’t get them in with all we were hauling so had to make an extra trip by car to return them. I think it’s ridiculous we were charged $5.59 to pay by credit card.
Ron AEasy seamless return. Very polite, professional and accommodating.
Darren HProvide a space/ lot to park units in instead of beside the street blocking an entrance
Arnold UThings went well. U hauls check in system a little slow
William SThe U-haul rep. had difficulty making the U-haul debit machine work. It took over half an hour to drop off but he was very polite and courteous.
Louise JThe associate who were working at customer service desk didn’t know anything about services so we waited for almost 45 minutes to get everything going. He had to call a manager and then he proced all the requirement then after I requested blanket and trolley but none of them given so I had to go back to store and ask but guys couldn’t help so I had to call a manger and ask where it is and end up going back myself looking for blanket and cart while he is on phone . I didn’t find blanket so they told me we will reimburse the money for it which makes no sense when I m going so without arguing any further I left and told him I don’t care
Kiran PYou really went out of your way to make my move seemless, that you.
Marsha HThe washer fluid was empty. No cap for the washer fluid. Oil was a bit low. Rad fluid at minimum level. Windshield covered in bugs and dusty. Wiper blades need changing. Fuse box plate was loose rattling in motor compartment. Drivers side duals were down to the absolute lowest level of tread. Bald. Cab stunk of cigarettes.
Dennis Cnice guy!
rommel jThe parking lot was full of mud and barely got out of the parking lot. Then, the gas cap was broken plus half tank of gas got stolen. Should be more stewardship of make sure the vehicle is ready for the customer.
Paul DIt isn't a very good system where you don't know if you are actually going to get your rental until the day before. If you can't get it, what are you supposed to do? Makes you want to make other arrangements. If you book ahead and it is available for the days you asked for, you should get it. Also we would have made our pick up time earlier if we would have known the check in process takes awhile. It should state somewhere to be aware that the check can take 30-45 minutes so you aren't late to where you are going. Otherwise good experience. Would rent again.
Edward JAgain very helpfull
Bradley LI drove 1.5 hours one way to pick up at this location because uhaul did not have the equipment at my preferred location in a major center. Trailer did not have correct electrical connection for my vehicle and uhaul location would do nothing about that. I was not informed of the electrical connection type when I booked the unit. Reservation information was lost and had to be re-entered at time of pick up.
Merlin SThe original rental could not be rented due to things stolen off the trailer, I then spoke to Simon customer service and he made my day got me another rental and was on my way thumbs up to Simon.
Gemma WThe uhaul rep tried charging us an extra $300,plus he tried stating that we doctored the fuel and we did not by any means , he also said we drove 400km which we did not it was just over 200 like 215maybe. He was very rude , He said it wasn't his responsibility to make sure there was oil trany fluid or oil in it and made us purchase those items because they were all low. The inside of the truck we dirty as well . Would I recommend him to any one absolutely NOT. He charged us more then my quote I got when I reserved it . Plus I had reserved a 15foot and he did not have one when I went to pick it up . And said that the 20 foot was only 10 more . I think he charged us for 220miles not km . I an not impressed and I feel ripped off.
Lloyd MAdd an built in aux cord, not everyone always remembers to pack one.
Larry BIt helps to go over the equipment information with a customer rather than give them keys and say go. It was my first time using U-haul and it took me time to figure things out.
Lloyd NHe seemed lost and unprofessional the whole time
Wilson HThe pickup location and arrangements were 270km from where I booked the equipment for. The overall pickup was very inconvenient. Will not be using uhaul again.
Curtis WThe parking lot is nothing but a mud pit. And to top that off we were not informed we would have to wash that trailer. On top of that the staff had no idea how to get the uhaul off our truck.
Jennifer LFirst of all we were supposed to be able to pick up in Wainwright and were not informed that the dealer had discontinued the service. So we had to drive an hour each way to pick up a dirty trailer, in a mud hole, with a staff member who had no idea how to fill out the paperwork. An extra 50$ insurance charge was added that we also did not know about prior. You did allow an extra day with no charge so that was a bit helpful.
Vern TThey have great and quick service. They we very helpful and courteous. Recommend t this location.for any of your moving needs.
Sidney UThe vehicle was great but the cargo area was quite dusty. Minor detail and a great experience overall.
Gordon GWe had to drive 170 km out of our way to pick up at this location which did not impress us in the least. When we arrived there was no truck and the owner did his best to help us out. The gentleman i talked to from Uhaul was very polite and very helpful. We all got it figured out in the end and we were satisfied but a nightmare til that point.
ron mWe needed the U-Haul for Tofield area. The Tofield U-Haul went out of business a year ago. Because of this we tried Sherwood Park which had no vehicles available. Then we tried Edmonton which had one but it had to be back at 5 pm which we could not do. By going to Vicking to get a U-Haul we had to drive 68 Km to Tofield and back. Why should we have to pay .69 cents per Km to and from Tofield because you do not have U-haul anymore in Tofield? Also I filled the gas up over what the gauge said when I took it and and they charged us $10.63 for gas. Over charging for Km and gas makes your rental a poor deal.
jim hVehicle was clean and well maintained its just that the back door was leaking water and luggage and furniture got wet
Springpoint CJason the operator in Viking was very helpful and efficient. The only complaint i have is with Uhaul website and it is that Viking was not listed on the companies website as a drop off location.
Don MEverything worked well
alex rVery quick dropped off and left in under 10 minutes.
mark mEnsure equipment is ready for pickup and not parked in mud holes. Also ensure staff is willing to help instead of taking other non-U-haul customers first.
Collin S