Customer Reviews for Galena Mart
(U-Haul Neighborhood Dealer)

Évaluation :

1

the man at the gas station did not know what he was doing and it took an hour and a half to get him to take the keys.

Évaluation :

1

Had to re-submit rental/contact/payment information to obtain rental. Location was not the desired pickup, no reason given as to why pickup location was moved. Did not include the dolly for which I paid for.

Évaluation :

1

Location is difficult to get to and maneuver to park (police vehicle and traffic and poor lighting). Changing to this drop location was completely inconvenient and unfamiliar. Downtown is sketchy. The fact the drop location was changed on the fly was completely unsatisfactory. Zero stars. I paid for this rental truck service- Not for YOUR convenience but for MINE. This change should have been compensated for.

Évaluation :

3

It's a gas station,so they won't help you unless theirs no customers. So took long to check the truck out.

Évaluation :

1

First of all, the pick-up location was not where I rented the truck from. This was out of my way and caused a delay in loading the truck. Second, the person working at the gas station where I had to pick up the truck did not know how to do a U-haul rental. He had to call someone and work with them by phone. The person had to take pictures of my driver's license and CREDIT CARD to send to the other person he was speaking with. The process took about 45 minutes. Meanwhile, I had to pay three persons about $75 per hour to WAIT for me to get the truck rental. This was unacceptable !!!!! I fully plan to send a bill to U-haul for this unnecessary expenditure. Taking photos of my credit card was also totally unacceptable and a huge security risk. I have contacted my credit card company to place a special watch on any charges.

Évaluation :

1

I reserved my U-Haul the night before, picked 8 AM for my pickup time, arrived at 8 AM and didn't leave with the U-Haul until 9 AM. The guy had no idea what he was doing (even with my receipt and order details). Oh, and I paid for 2 dozen blankets and only got 3 total. Avoid this place at all costs!

Évaluation :

5

Newer truck, clean . Great service at the facility. A+ Reservation over phone , easy .

Évaluation :

5

B/a

Évaluation :

4

Get the police to chase out the vagrants in the parking lot. I'm capable of defending myself but I wouldn't want my daughters to go there. People drinking beer at 9:00am in the parking lot is not a good look

Évaluation :

1

Have a real location

Évaluation :

5

Absolutely loved that this uhaul location was at a gas station, making it simple to fill up and drop off.

Évaluation :

5

Everything was fine. Thank you

Évaluation :

2

It's only a drop off location gas station, there was no room to put it when other customers can't park, not saying I'm an expert in anyway, and inconvenient location all around.

Évaluation :

1

When I walked into pick up the key after checking in online the clerk was unsure as to what to do. Then after being the only person in the gas station he started helping other people in line. He helped 6 people who were in line after me. All he had to do was hand me a key. The truck was not in good condition, on a very rainy day it stinks when the windshield wipers are not working appropriately. At first the windshield wipers wouldn't turn on then they wouldn't turn off and the truck only had one working headlight.

Évaluation :

3

Counter peson Lady in gas station was nice. She helped me finish the pickup process as Uhaul App did nothing for me. Truck was good but truck was out of washer fluid.

Évaluation :

1

vehicle was blocked by snow. not ready to go. when i returned it the clerk was very rude. not a good experience

Évaluation :

1

The counter guy to hand over the keys made us wait while he was confused and helping other customers and handing back the keys wasn't much better. Never again.

Évaluation :

3

Pick up location did not have furniture blankets.

Évaluation :

1

I will be submitting a formal complaint. My pickup time at this location was 8:00am, and we arrived around 8:30am. Started the pickup process on my mobile phone (which took MUCH longer than anticipated). Went inside to get the key from the gas station clerk, went out to the truck to find the cabin was filthy (dirty windshield on the inside, garbage left behind from pervious rental) and found a LOCKED padlock was on bay door, so we could not open it to load anything in/out. The gas station clerk tried her best to help, but didn't know why the lock was on there or how to get it off. We both tried calling Uhaul support to which we were both put on hold for nearly an hour. After waiting at the gas station in the rain for almost an hour an a half, I gave up on waiting for somenoe to answer and decided to drive the truck to an actual Uhaul location to see if someone could help in person. The second I pulled into the Uhaul location in Aurora, I received a call from a UHAUL rep that found out about the issue and was able to track down the combination for the pad lock. Long story short, the truck was dirty and it took over two hours to get access to & unlock the bay door, which caused a lot of additional pain & problems for us later that day. We had to move out of our building that day, and it's required to reserve elevators for a specific (approved) period of time. Needless to say were late and missed a majority of our reservation period that caused a series of issues with other occupants and building management. None of this would have happened if the pickup was "as easy" and on time as advertised.

Évaluation :

1

The poor boy that was working was clueless as to procedure, charged me for insurance which I never signed up for... it was just a total mess.

Évaluation :

3

I would appreciate a phone call from uhaul

Évaluation :

1

Terrible customer experience. Took 45min to check in due to several factors. 1) worker had no training and had to call their manager several times 2) didn't have the right vehicle 3) the photos I was supposed to confirm were of an entirely different van and the uhaul website wouldn't let me upload proper photos without error messages.

Évaluation :

1

Very complicated and frustrating puck-up experience. Blankets requested were not provided. I don't know why it took nearly three months to process the charge.

Évaluation :

1

Drop box didn't exist, had to talk to the guy in the gas station who said he just takes the keys. Did not feel safe to do so, signing was odd, seems odd to have a drop off spot apart of a sketchy gas station

Évaluation :

1

I was extremely unhappy to find the truck I was to rent was not cleaned from the last rental. The cab was filled with trash that I had to clean up. When I opened the back it was obvious that the truck had been used to haul insulation to fill someone's attic as the used bags and excess insulation covered the floor of the truck. When I reported it to the attendant he told me to pull it closer to the dumpster and he would help me clean it. The dumpster was filled with hornets that buzzed around us as we cleaned out the back of the truck with a broom and an empty box. I kept several volunteers waiting twenty extra minutes because this location does not check in or out their trucks properly. Will not use this location again ever.

Évaluation :

3

Drop off was a gas station. Parking was already quite limited but I was able to get the 26 footer in there. Not sure what I would have done otherwise. Guy at the counter was friendly and helpful.

Évaluation :

4

Everything went smoothly, employees were also very friendly.

Évaluation :

5

The trailer was not available and it was very difficult to receive support through uhaul. I ended up waiting three hours to be offered a suitable replacement, not before being asked to pay over $1 000 more dollars for a truck. Overall my experience with uhaul was very negative and I'm u likely to use uhaul again. However, the staff at Galena Mart were helpful and did a good job in getting me my rental.

Évaluation :

3

Everything was fine

Évaluation :

3

Truck smells like urine. Wiper would not stop, it turned on by its self even when it was on off position.

Évaluation :

2

Took 45mins to rent truck. Truck wasn't properly entered into the system. She had to called multiple supervisors to get the info she needed in order to rent us the truck. The drop off location I selected when I booked truck was not listed as a drop off site at time of rental even though it clearly showed on my rental confirmation. That drop off was the most convenient for us. I was reassigned a different drop off which was very inconvenient. Only 1 person working at the rental location and she had to constantly walk away to assist other customers. Not her fault, she did the best she could but she should not have not been in that position. It was extremely frustrating especially since we were having all the other issues.

Évaluation :

5

Checking it was a little different. It was all automated. Just follow the directions. I didn't realize it was in a gas station but it was easy check in and out. The person. At the counter was very nice and attentive.

Évaluation :

3

More help at the counter only one person it's a gas station it's constantly busy.

Évaluation :

5

So nice

Évaluation :

3

It was better than nothing.

Évaluation :

2

Short of employees and took forever to check in. Overcharged me $10 dollars for hand truck I told them I decided I didn't need. Was not able to give me a total when returning van truck. Had to wait for it to be e-mailed to me the next day. Will not go back to this location. Also, scary people come in and out of this location. They have 1" thick plexi-glass barriers so communication is poor. Not a happy camper. Van though was new and drove nice if that counts....

Évaluation :

5

Did let the attendant know someone had smoked in the van by the smell. Otherwise an easy experience!

Évaluation :

2

In the back of truck it was dirty disgusting

Évaluation :

5

Excellent Service! Thank you!!

Évaluation :

5

Friendly staff, quick service. Thank you!

Évaluation :

5

The man that helped me was very nice. I asked for a receipt and he was having trouble printing one so he called his manager to figure out how to get it done.

Évaluation :

3

The C store was very busy and I had to wait on the one employee working a Friday midday shift to check out out my truck. The employee was great - and polite, apologetic.

Évaluation :

2

I was called at 7 p.m. the night before my move and told that I would need to pick up my Uhaul at a location 45 miles away from where I requested it. This was despite the fact that we reserved the Uhaul over a month in advance to avoid this very issue. There was no indication that our location would be moved that far away or that I would be notified about this so soon before having to pick up the truck. This added significant stress to an already stressful move, and added a significant delay to my move. For this reason, I had to have another party pick up the Uhaul for me. I gave them my name (which the account was under) and the confirmation number. When they arrived, they were told that there was no Uhaul reserved under that name and the person at the desk was unable to find the confirmation number. They eventually discovered that the reservation had been changed to be under my husband's name, since he was the one that was going to be driving the Uhaul (even though the account was in MY name). This delayed my move even further and again added stress. Overall, this experience did not go smoothly, which I did not appreciate since moving during a pandemic is already difficult. Uhaul needs to get its shit together.

Évaluation :

2

Picked up truck in good condition with a 1/4 tank of gas. From a gas station. No I-pass during covid-19 shutdown of plazas. Ratchet straps should be included with truck rentals for the price. And vehicles should come with half or full tanks of gas regardless of return state for the price of rental.

Évaluation :

3

I was charged for the insurance that I didn't need. I wasn't even asked about it.

Évaluation :

3

Don't switch pickup locations to one further away from where customer made reservation , as you did for me. Have sound tires, with adequate treadmon all trucks.

Évaluation :

1

The responsibility of renting out the trucks is put upon the gas station clerks, and when I went to pick up the truck there was only one clerk. She had to juggle checking me in as well as cashiering for the other customers. Even though I had already done the express check-in I had to wait for 30 minutes to get my truck. It's not the clerk's fault but I was almost late getting back in time for the movers. I just wish there were more people at the location that could have helped out.

Évaluation :

2

Website didn't work, took 20 min. to get s response from anyone.

Évaluation :

1

The service was SO slow because it is just a gas station and the station attendant has to try to figure out the contract and get you all set while still taking care of all the regular customers. It took a half hour to pick up the only truck there and about 25 minutes just to return it. The Uhaul in Montgomery where I originally had set for the pick up was not friendly or quick about finding us a new location when they disnt have the truck available that I was supposed to pick up at 9:30a. And they called at 9:05a to tell us we would have to find elsewhere when I had movers coming at 10a!

Évaluation :

2

The truck was fine, but I didn't realize we would be picking it up from a gas station. The worker was busy, barely spoke English, and didn't seem sure on how to get us the truck, so it took quite a while. I wish it had been more obvious on the website that this wasn't a U-Haul place.

Évaluation :

3

The people were nice , There seemed to be confusion about how the paper work was soposed to be done .

Évaluation :

5

Have more than one attendant on hand. Otherwise very friendly easy to pick up, easy to drop off truck.

Évaluation :

1

Thankfully I had the foresight to seek out Chad with Chads towing in St Charles because I wasn't sure if the trailer was properly secured. It was not at which point Chad indicated had anyone been near it when attempting to load the Jeep, serious injuries could have occurred. In addition, I spent nearly 45 minutes on the phone, correcting information that had never been discussed previously like make and model of the car. At the facility, the trailer was just in the middle of a gas station lot, facing the grass so I had to drive in the grass, line up the truck by myself and fortunately made the half hour drive to Chads without the incorrectly attached trailer coming off. All of these delays caused me to miss my planning windows and had to drive in the dark. Just a very disappointing experience on the front end. Chad however was fantastic, helpful, and given it was 13 year old daughter lining me up on the trailer, he prevented serious injury from happening.

Évaluation :

1

First of all, the location was a $77 Uber ride from the airport, in the middle of nowhere. I was notified of the location change when it was too late to do anything, no possibility to change vendors. Truck was almost empty, pickup location was a gas station..go figure. I asked for tape, rope, bedding bags, shrink wrap etc....had none of it, just blankets.

Évaluation :

5

The U-haul site I used was at a gas station, the paperwork was quick. It was great to be able to refill the gas tank right on site where I was returning the truck. *But the greatest convenience for was that this was 24hr gas station I was able to return the truck 10:30 or at any time that night.*