Customer did not leave a comment.Siddharth G.
Customer Reviews for White Horse Liquors
(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.
The instructions for allowing location sharing is incomplete for iPhones and iPads. I had to call and talk to the department that handles 24/7 to get the remaining instructions. Please add to avoid wasted time. When getting the van, in order to get the code for the key, my options were â€œI can't get the keyâ€ and â€œI already have the key,â€ neither of which applied. Luckily, there was a person at my location who had seen this before and had me choose that I already had the key. There was a similarly confusing choice to get the code to return the key. Clearing up the instructions would make a huge difference.VickiLee E.
Location needs to share a contract copy with the customer at time of booking that must include fuel gauge out reading and miles out - it is unreasonable to ask the customer to "take a picture" and then later have to double check that they are being billed correctly. Providing contract copy at pickup is standard practice at all other U-Haul locations I have used. The truck needs to be cleaned so that a customer may feel comfortable keeping a bag / cup in the truck. It shouldn't have sticky residue on the floor and cup holders. The truck should have correct air pressure in all tires - customer cannot be expected to fill air before they start using the equipment. If a truck is covered in spider webs then it needs a wash. The U-Haul staff need to be better trained. Being unable to explain charges at the end of a rental is not acceptable. Rushing a customer through checkout and not double checking charges and claiming it is all "system generated" is not an acceptable level of service.MUDIT G.
Customer did not leave a comment.Jerome B.
Enormous difficulty using the mobile application for pick up at this location. You are required to connect with U-Haul at time and location of pick up. I use Verizon and there was very bad connectivity which stalled the upload of pictures of myself and drivers license. I spent about 1 1/2 hours total just trying to get through all of the problems trying to complete the requirements through the application. The store clerk said we could only use the mobile application to pick up the U-Haul van. I contacted U-Haul corporate customer service and was on the phone with them until my cell phone almost lost battery power. I spent almost one hour on the phone with customer service trying to get through the challenges we were experiencing in the parking lot of the store location on Telegraph Avenue, Oakland where our truck was sitting in the parking lot. Fortunately, the customer service representative from U-Haul was extremely patient even in light of my severe frustration with the process at time of pick up. I believe this location has bad connectivity for anyone on cell service. Also - my confirmed time of pick up was 10:30am. I arrived just before 10:30am and noticed that the pick up time changed several times while I was on the phone with U-Haul customer service which also caused problems in my ability to complete the pick up. The customer service rep from U-Haul was seeing the changes while I was on the phone with him. I was forced to log in and out of my U-Haul application several times to refresh the information. This was a complete cluster f**k of a process - a real mess! The mobile application was a problem. The connectivity at this location was very poor. I give an A+ for the rep from U-Haul customer service and I really appreciate his level of patience and professionalism. When I finally was granted access to the key through the mobile application I walked into the store and explained my entire ordeal to the store clerk. Apparently there were even more steps that were needed for the store clerk to hand over the key to the van. I told him I was done and that he would need to complete the process with his hand held computer which he did. The store clerk was nice. And upon return I didn't bother with the mobile application since I received an error immediately upon return. I walked into the store and told the clerk the truck was in the parking lot and to sign me out because I was done wasting my time fooling with U-Hauls mobile application. The store clerk got on his hand held and signed me out thankfully. The store clerk was nice and professional. I believe the issues with this location have much to do with poor mobile connectivity in and around the parking lot of the store - I drove my car around just to test different areas for a better connection. The U-Haul check out process on the mobile application was a pain in the ass and I would never want to go through what I experienced spending 1 1/2 hours simply trying to check out a truck which I had reserved. It honestly was a horrible process.MOLLY D.
Customer did not leave a comment.SIMON W.
I was led to believe the key would be available and that I'd use my phone to unlock the car. It turned out, I was required to go inside a liquor store to get the key. This wasn't ideal, as the store was closed when I arrived. Also, at the last minute of the checkout process, I was required to use a passport (but who brings a passport to a U-Haul pickup??) OR to provide references. If I had known this in advance, I could have alerted my references to make sure they were available. Finally, the u-haul app assured me there would be a key drop box. Instead, I had to enter the store, but the store was closed when I arrived. Each of these issues required me to wait 20 to 30 minutes while calling U Haul customer service. For these reasons, I will be seeking out another company next time I need a truck.Matthew D.
So many times when I decline the 25 dollar insurance coverage, both online as well as in person like I did today, it ends up being put on anyway. That, combined with odometers that count a measured mile faster than the actual mile by just short of 2 blocks, makes me wonder about calling the state to run a audit of the uhaul fleet, contracts and review of complaints.SETH N.
I've never went through so much online service questions before. I really didn't have the time for that, I was on a time limit. I will never again use a non true U-Haul pickup location again. I was so frustrated with it all. And on top of that I didn't get the dolly I was charged for. I'll be calling about that shortlyROCHELLE W.
Customer did not leave a comment.Nachiket M.
Customer did not leave a comment.jambaldorj O.
Automated check in, while promised on the online booking flow, was not actually possible, leading to about 25 minutes of attempting to engage with the location. Seemed like the employees were not trained on what to do. I had to call Uhaul and have a rep walk them through what to do. Furthermore, the store employee insisted on taking a photo of my drivers license and credit card with his personal mobile. This is a huge privacy breach that puts someone at risk for stalking and identity theft. Why would be need it? How would I know that he deleted it, and didn't make copies? I don't think the employee intended it to be that way but it felt very unsafe and overall something I would active advise people to avoid. If uhaul is actually asking the people hosting the rentals to do that, it is super messed up and only a matter of time before they get sued. They should absolutely not be doing this.Angel S.
Customer did not leave a comment.Jonathan C.
really hard to even claim our uhaul, i tried to check in around our pick up time, got "session expired" arrived 11:30-11:40, couldn't get the uhaul, waited around for over an hour to get the issue solved, phone call said they won't get back to me for 40 minutes.DAVID Q.
Customer did not leave a comment.Miguel I.
Customer did not leave a comment.Keith W.
The vehicle was fine, but the mobile check in didn't work due to software issues. Checking out took 20 minutes at the store, and I ended up overcharged 62 dollars somehow. Terrible experience.Jason L.
I could not find the key drop box after searching for 30 minutes.AEDEN G.
The vehicle I was assigned had problems and the staff caught me at the last minute to tell me to switch to another vehicle. Thankfully that one was fine. The overall check in process was long and cumbersome and overreaching in the amount t of information needed to verify identity. Reallyâ€” passport, lease and a secondary contact who couldn't be my spouse? I won't use the service again. I'd rather pay more to a car rental company who will manage the check in process for me.Steffan M.
Very little customer support. Job got done and it all worked, but not very friendly experience.Jedidiah P.
Customer did not leave a comment.Mark K.
Very disappointed and frustrated with the U-Haul app used to rent and return the vehicle. - I declined the CDW and yet was still charged. - The rental van was filthy. Side mirrors and windows were so dirty they were worthless. Upon returning the vehicle, U-Haul app asked if the vehicle was ready to be rented. I responded NO and the app wanted to charge me for this disgusting vehicle. Will be looking to Penske for future rentals.Anthony B.
Checking process was horrible; they charged us for the tolls without telling us; the truck smelled bad and had garbage in it. Tried to call customer service and waited on hold for an hour before giving up.Lindsey S.
The dimensions in displayed on the website are misleading. You should advertise the dimensions of the doors. We were not able to fit a bed smaller than the advertised dimensions because the back door is actually too small.GEOFFROY D.
My question to uhaul about the price was not answered. I will be disputing. There was also no key drop boxJoshua T.
The van says oil change needed soon. This warning pops up and makes it hard to take a photo of the mile markerKelsey H.
Customer did not leave a comment.Pin Wei K.
The staff should have some idea about how things work besides just saying you have to go online. I had already gone home once to reserve online and when I returned the staff person/store owner was very impatient and talking to me like I was inconveniencing him by asking for help. He was being short with me like he didn't have time or just didn't want to answer questions. . The truck was dirty inside and looked like someone spilled a shake all over the front right side floor, seat, door and it was all dried up and the truck was very dirty outside.Alicia B.
Customer did not leave a comment.Mathys H.
First van had a problem with the key. (The chip in the key had not been paired with the Van, so it couldn't start the van.) Then it look over an hour to get the other van queued up, inspected, and ready. The clerks at the store were utterly unhelpful and even disbelieved the problem I was having even with a clear and specific explanation.Patrick C.
Improve your web app. It was so frustrating trying to use it and upload the required photos. Fortunately the people at the pick up location helped me because I could not get a hold of customer service or the u-haul rep they had me call.lindsey S.
The check-in was a nightmare. The local contact at the site was worse that not helpful. The app did not work on my phone. He did nothing to help check-in. I had to call the dispatch 4 time with no success until he did something on his side. I was there at 4pm and did not drive away until 5:30pm. If I could have made another arrangement I would have done so. NEVER AGAIN WILL I USE THIS SITE - White Horse Liquor Store, Oakland, CA.Kimberly W.
Quick and easy! Great service!BIANCA W.
The merchant could not/would not help me with the rental or the return. They simply kept saying to go to the app. So even when the app was not functioning properly they didn't seem to know what to do. In the end on the return they marked the gas tank at 1-8 when it was at 1-4 (I have a photo to prove it). These merchants should not be allowed to rent out these vans.Kim R.
I'm not sure if it's their fault or yours but the location is NOT 24/7, even though it's advertised as that. I reserved a pickup at 8AM, got the truck at 11AM. My schedule went to shambles. They didn't even say sorry. And the U-Haul rep was going to tell me to go in the morning traffic and pick up another truck like some 10 miles away. No comment. The reason why I'm not giving 1 stars is because the guy who was there when I dropped off the truck was kind enough and helped me figure out how to use the app. Which is also ridiculous that I had to ask for that, but it has a bug with photo upload which had to be circumvented. Had I known.. Overall, very frustrating experience. I just thought you'd want to know about this. Please send me the 50 bucks which the phone rep said I'd get. Thank you!Attila K.
Customer did not leave a comment.Edward P.