You can fix your app so I can actually pick up a van when I was scheduled to. I missed a ferry and had my whole travel day upended because of your non-functioning technology. But a human being isn't even reading this, are they? You probably have AI going through all of this so you don't have to be accountable to your customers. If that isn't the case, call me like I've asked you to do multiple times. 780 504 9549
Kelsey F
Shell
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Courtenay, BC V9N2K6
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Customer Reviews
- 3.0 Average Customer Rating
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The big issue for me was the fact that the u-haul app allowed me to book optional equipment such as a furniture cart and an appliance dolly. This particular pickup location does not carry any of this optional equipment, but the app let me request it and let me pay for it. So I planned to have it for my grampa’s move. Drove an hour from Nanaimo to comox, picked up this van (which in fairness the van was great. Clean, reliable, suitable for the job, excellent) and when I inspected the van, none of the equipment was inside as it was supposed to be. The app tells you to go into the location if it’s open and request it if it’s not inside. Well this location doesn’t have any. The app then suggests you call the customer service line and all they offer you is a refund for the equipment charges… that’s doesn’t help me move large furniture. I was given the option to drive the van to black creek which is another hour round trip to pick up equipment from there AND they were gonna charge me fuel and mileage to go do that drive. I’m not entirely sure this is all the fault of the Shell location, as they appear to have a very limited contact with the products here. My complaint is with U-Haul in reality. This experience was extremely stressful and the move required me to come back the next day with some extra help I would not have needed if the equipment U-Haul offered to rent me and I selected was actually made available as promised.
Dylan LI already submitted a review, letting you know about the unfortunate low tire. One other issue is that your mobile app for remote pick-up is very difficult to deal with - it glitches out, going back to the start. We had to redo it about 3-times at pick-up to get it to work, and it glitched out again during the sign-out - we had to redo it about 4-times, before finally getting it done.
LONNIE TThe mobile check in experience was terrible. The app repeatedly had internal issues and couldn’t process my pickup. I had to call the help line five separate times to be able to get my vehicle. I was transferred to no one and hung up on multiple times. I was extremely frustrated and will not be using U-Haul again if I can avoid it. The only positive was the man working at the shell station where I picked the van up was as helpful as he could be.
MARYLOU MEverything about my experience with U-Haul was great! The customer service was fantastic—friendly, helpful, and made the process so smooth. Highly recommend!
MARYAM S