We are absolutely in shock how terrible this day went. First we were only contacted once on a short notice to let us know that our U-Haul has been moved over 35 minutes than the original location. We have booked weeks in advance to avoid this! We were not given a reason WHY the uhaul was moved. Once we got to the location, which was suppose to be during remote hours, meaning we could have easily done this alone, we noticed the code provided for Lockbox 1 was jammed and took nearly 15 minutes in the freezing cold to unlock. But guess what? The key was NOT in Lockbox one!!! The representitive at the Cenex location had a very hard time conmunicating with us as his English was very limited. Even though we had language barries, he came out to the freezing cold to help us. He did not have a spare key. Once we called Uhaul support twice, we were told that they cannot give us a code to the other boxes. Other boxes available were the drop-off box and Lock Box 2. The representitive pointed out that the key must be in the drop-box. He luckily knew the code and handed us the key. This representirive was only available until 7pm, however this location claims to be accessable 24/7. Reality is, if we wouldve chosen a pick-up time after 7pm we would have NO keys, woudlve driven 45 minutes for nothing. This was not even it. Our utilitiy and furniture dolly we paid for extra, WAS NOT present either! At this point we were so done with it and left. I expect a refund for the dollies, because my wife and I had to physically lift everything as we needed it the same day and had no U Haul close by at all.
Christopher B
Cenex Gas Station
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Saint Charles, MN 55972
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- 1.5 Average Customer Rating
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When I came to the location, the clerk spoke almost no English and when I somehow conveyed that I was there to pick up a UHaul truck, he called “his boss”. He arrived in almost one hour and handed me the keys. Nobody checked my drivers license. Again, no English. No apology for the mess. The try truck was not cleaned and there were still pads/dolly after the previous customer. I took the truck to a different location to have this sorted out given the lack of communication at this location. They should definitely be removed from your network. I would never rent there again and rather pay more for Penske to get a reliable service.
Josef P- Staff required us to wait over an hour “for the person who’s trained to do this” to drop off the truck - No staff ever showed up to complete drop off, was forced to do self drop off - due solely to the poor staffing and terrible customer service, $70 in fees were incurred for “late drop off” (the truck was there before drop off time) and being forced to do the self check out.
Kohlby SAll of their staff need to be trained in with knowledge of where they store the key, how to use check in website. I had to wait and wait while the clerk called for help. Not sure whose responsibility it was to make sure the supplies ordered were in the truck. My dolly and blankets were not in the truck. The manager, however, did get what I needed to a closer location for me, but it was another hassle on top of picking up the truck. The moving help I hired from your link turned out super awesome-I used Express Movers. Highly recommend them! Kind, courteous, careful packers. All my stuff was packed good in the truck in two hours!! Nothing was broken during the move.
Karen HI did the online check in - uploaded my license, added an assurance contact who was called, etc. I got to the screen that says something along the lines of “show this screen to the employee and they will give you the key”. The employee refused to give me the key. He created a second order for a completely different truck (I ordered the 20 foot, he chose the 26 foot), and wouldn’t give me the key for the truck I ordered until I signed the terms (at the time I didn’t know it was for a different truck, I thought he cancelled my order). So I had two truck orders active when I only needed the one. The truck was also only 3/4 full of fuel.
Trey K