Customer Reviews for West Salem Shell

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.

Testimonials from recent customers of West Salem Shell

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Christin F. on

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I was so excited to see a local place that had a quick self-serve vehicle available that I could check out quickly for a quick move of an appliance! Checking out the vehicle was relatively easy. The vehicle was new, clean and efficient. Returning the vehicle was relatively easy until it came time to return the key. Once all steps were completed online Using self-service and the receipt was emailed to me that the vehicle was returned, I was left holding the key. The instructions told me to return the key to an orange locked box, however there wasn’t such a thing. There was a black locked box with a combination on it that I had to use a code to check out the key with, but that code did not work when it came time to return the key. I called the 800 number for U-Haul and was told I would have to return when that location was staffed - I advised the staff person that this was a self-service location, not staffed, and I was standing by a chain-link fence behind a gas station with a black locked-box that needed a combination. She reiterated that I either needed to place it in an orange return box or return when the location was staffed. After repeating this three times, she passed me along to someone in scheduling “to find another location” in which to drop off the vehicle. This next representative told me to leave the keys inside the Shell gas station with an employee; the two employees inside the store, though helpful, knew nothing about key returns for UHaul and were rather uncomfortable accepting the key as it is a completely different business. I had the vehicle for about an hour; it took probably half as long to figure out how to return the key.

GERALD G. on

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Van was dirty inside when I got it. Cleaned up some, but did not get all of prior renters mess taken care of. Tried to indicate prior renters dirt on both check-out and check-in, but on check-in the system was trying to charge me for prior mess, so I indicated that unit was ready to be rented to next customer. Really... it was not ready for me and should be cleaned

Dylan D. on

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Terrible and confusing, there was no staff and we had to drive back a couple times to an actual office that was understaffed and busy. They didn’t have time to explain the online process and didn’t realize that this location had no one around. Would not recommend this location, go somewhere with actual people!!!

Valerie L. on

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This location is outside of a Pacific Pride gasoline station. I was told by clerks there when I went to pick up van that I could park there and leave my car for however long I had the Uhaul for...when I returned with UHaul van, my car had been towed off property! I was told by clerk that I parked over gasoline fill and when fuel tank came to refill they could not get to tank. Understood, then why not tell me to not park in a certain area of property knowing I'd be there for 4 hours? also, they did not contact me to try to let me know. I would never rent or recommend this location because of that.

Daniel P. on

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Self check-in was easy and convenient. I was easily able to retrieve the key for my rental from the lock box with the provided combination. However, I had an issue returning the key after I was finished with the rental. After self checking-out, I was asked to return the key in the “drop-off box close to the entrance” and was not given the combination to the lock box again. I assumed there was a different drop-off location near the entrance of the adjacent Shell station, but I was unable to find one. I ended up having to call support from U-Haul who had to contact someone else to get the combination. My issue may be unique to the specific rental location, but I would suggest the combination for the lock box (if applicable) be sent again to the renter when returning the key via self-service.

Erin T. on

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Customer did not leave a comment.

rich P. on

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Was very impressed with the customer service considering it's a self serve location. Lance called me the day of the reservation to make sure I knew what to do when I got there and also returned my phone call during the reservation which was unexpected. Will definitely return here to this location next time I need to rent a van/truck

Jeremiah B. on

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Make sure the auto pickup is ready online. I had to call and wait on hold so they could re do it and it ended up taking me 40 minutes to get the truck instead of 10

Moriah H. on

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The app would not work. I went into a panic because the app would crash every time I tried to check the truck back in. I had to use someone else's phone.

Robert O. on

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Customer did not leave a comment.

Mark B. on

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Clarify the check-out and check-in process, to confirm that a contract is in place.