Customer Reviews for Lawrence Shell
(U-Haul Neighborhood Dealer)

Évaluation :

4

More room in the parking spaces.

Évaluation :

2

I had paid for furniture pads and a furniture dolly to be included with the rental, and they were not included with the truck when I picked it up. The person inside the the store said that it was all managed online and that he could not help me, even though i had paid for the additional equipment when I made the reservation.

Évaluation :

2

Missing blankets and dollies.

Évaluation :

1

No all the items were available even after confirmation.

Évaluation :

1

Overall experience was terrible. App kept saying "no equipment assigned to this reservation" even though the van was at location. I had wait on phone 20+ minutes to speak to a rep. The rep was very kind and helpful, but still took another half hour to jump through all the hoops you guys made me so to finally get the keys. Why couldn't I have entered all the info WAY before I picked up van? Extremely frustrating. Also, the was a flattened dead rat by the side of the van at the location. Bad omen.

Évaluation :

1

The vehicle was not Assigned to until 45 passed my pick-up time. The lockbox with the key for the van was wide open. The app tried to charge me 89,99 for the van at pick-up even though I booked it for 19.99. Had to call it and dispute and have the customer service rep change it to the correct amount! the app did not allow me to change the gas gauge on pick-up so it showed an incorrect amount. It also did not allow to upload the pictures for the pick-up. I returned the truck with he same amount of gas from the pick-up but since the app entered as full tank, it tried to charge me for the overage to which I disputed and have yet to hear back from uhaul! Altogether this has been a very poor experience. I have always rented Uhauls for moves and anything of the sort! I was even considering renting a large storage unit for the winter to keep a couple of motorcycle but I am considering not returning to this company. Disappointing!

Évaluation :

4

Warn customers that app check in will take 30-45 mins. So they should arrive 30 mins PRIOR to reservation. Also barcode is incorrect for this location. Waited on hold for 20 mins with u-Haul and never go to talk to a person. Thankfully I figured it out, but honesty sucked to lose out on almost AN ENTIRE HOUR of the rental trouble shooting the check in process and then navigate around another truck who parked my rental in.

Évaluation :

1

Took 30 minutes to contact someone and get a key after starting my reservation. Had half of the furniture blankets I paid for and the wrong dolly.

Évaluation :

1

The absolute worst experience ever renting a vehicle of any kind. U-Haul never sent me code for lock box and no one at the location to help. I called U-Haul and spent nearly an hour and a half talking to customer service who couldn't or wouldn't help. I had to do a 24/7 application and submit pictures of all sorts of documents while in the middle of a gas station parking lot. U-Haul cost me 2 extra hours of pay to helpers who were waiting for me and I was fined by my HOA for using freight elevator longer than allowed. U-Haul owes me a refund and nearly $200 for extra costs. Oh, and they didn't include the blankets I paid for.

Évaluation :

4

The mobile check-in process was a bit long and complicated. I would love to have just been able to check in with a human. I also want to mention that the customer service team at UHaul was so helpful. When I was having trouble with mobile check-in, I used the chat feature on your website to get help and the person I spoke with was very helpful! I also had to make a reservation change mid-move due to an emergency, and the customer service agent that I chatted with was able to take care of it for me quickly and easily. Thanks for everything!

Évaluation :

1

The whole experience was poor. Sat on hold for 30 min in a gas station parking lot when the self-service key box was not working. Get the vehicle with absolutely no gas in it, and then was expected to (and charged when I didn't) leave it with a half tank. A bad situation made worse by very bad customer service. Just very poor all around and will absolutely make me think twice about ever using U-Haul self-pick up again, let alone U-Haul in general.

Évaluation :

1

Your system had a glitch. The site now has lock boxes but kept telling us to go talk to the guys in the gas station (who weren't the most helpful). When I talked to your chat help, they kept telling me to go to the gas station even though I was looking at the lockboxes. Then you chat glitched and I lost my connection. One of the most enraging customer service experiences of my life. Will never use U haul again. There were no UHaul employees available(waited 20+min in 95 degree heat to get someone on the phone); just the gas station guys who (for obvious reasons as they don't work for u haul) didn't want to help

Évaluation :

4

I was a little confused when I got to the gas station as I wasn't sure if the attendant there was supposed to help me but he gave me the contact number of the person I needed to call who gave me instructions over the phone. Perhaps consider putting this in the location instructions. Once I got there person, John, on the phone, it was fairly easy.

Évaluation :

2

Change the system

Évaluation :

4

I was able to pick up furniture pads here but the stock here is very low and storage space limited.

Évaluation :

5

Everything with the equipment was great. The issue I had was with the "verification" process. Yes, I understand that U-Haul needs extra verification with me having an out of state License. However, when asked for three different contacts for verification, the rep working the case was not pleasant. I explained I gave three contact and the response was I need another per my last message. I don't expect the best customer service with U-Haul but I do expect to be treated kindly or even as a human. All good, though. I got my task done. but tell your reps to be kind cause during the verification process you have customers in a stressful situation half the time or sitting in 90+ degree weather, and the sun beating down on them. Customers pay the bills.

Évaluation :

1

Trash. No van when I arrived for my reservation. No help from the attendants or the phone number listed in the confirmation email. When a van finally came I was not provided with the proper access instructions - app kept telling me to talk to an attendant when I needed a lockbox code. The attendant wouldn't help and yelled at me for asking. Got yelled at by the same attendant when I called the number listed on my confirmation email. There was supposed to be a $50 credit if the van wasn't there. I tried informing someone about this at checkout but was ultimately still charged. It's more expensive, but I think I would rather go to the Home Depot next time. This was the worst experience I've ever had as a customer.

Évaluation :

5

I lived right by it, so didn't need to worry about parking. It was easy to use the mobile app for checking in/out. Dolly and blankets were there. FYI It is easier to take the return pics before parking the vehicle. Parking spot is a little tight for the big truck but doable.

Évaluation :

2

Highly congested location. Restricted access both in and out of this location due to heavy gas customer flow, as well as directly disrupted access to the trucks due to the location of the air pumps. Truck was not cleaned before use, and the uploaded pictures of the truck's actual condition at the time of pick-up were not accurate. Entirely up to the customer to report / photograph the actual condition of their trucks to ensure you are not held responsible for the condition in which you pick up the truck. There is no designated parking for cars and there is NO convenient parking near this location / intersection. The gas station "offers" you to pay $20 to park at their location. They do not monitor the truck / parking spots. The parking spot for the truck was taken when we arrived to drop the truck off, at it's designated due time. We were then told to park at a gas pump. We did that. Then we were told to move the truck back to a parking spot they opened up a few minutes later. Stressful and challenging rental location.

Évaluation :

3

I know this is probably not possible, but being able to leave your car in place of your truck without getting towed that would help a ton.

Évaluation :

5

Drop off was a gas station. I admittedly almost dropped the keys in the box prior to doing the check in process. App was really easy. Limited parking space meant it was tough to take some of the exterior photos.

Évaluation :

4

Better lighting. No lights by the lock box which is behind the building. It's dark in this area

Évaluation :

5

Never received my receipt. Very confusing process.

Évaluation :

5

When we got out U-Haul there was almost no gas at all and had to spend $40 of my own money just to get to where I need back and forth and was still asked to bring in 1/4 a tank of gas it wasn’t really fair

Évaluation :

1

The appliance dolly I ordered was not provided but they still charged me for it.

Évaluation :

5

The U-Haul Android app would not let me pick up or return my van. Absolutely useless. Other than that, everything was great!

Évaluation :

5

The online onboarding is not easy and actually a pain in the behind

Évaluation :

1

The dolly I reserved was not with my truck when I picked the truck up. Also, the location is a cramped, corner gas station lot on two busy streets. The lot gets high traffic, including giant delivery trucks that block customers from driving the Uhauls into or out of their parking spots. Bottom line, this really should not be a Uhaul rental location.

Évaluation :

2

The van itself was great and helpful. Self check in and out was fine too. Harder because it was cold, windy, and raining with no cover, but ok. But the location made it a nightmare. There were open parking spaces where I left my car and I got at least six calls within two hours to move my car saying it was blocking the way. I checked all around to make sure that wasnt true when I left it and there were no signs despite them saying there were. I went back and checked. Had to stop in the middle of moving multiple times to talk to them and then drive back to location and get my car. On top of that, I paid for a dolly and there was no additional equipment available but it's still on my bill. Those things combined made it a stressful experience. Constant calls, posting for equipment I didn't receive, not having a dolly on the day, having to stop and go back.

Évaluation :

4

There was no furniture pads

Évaluation :

1

nobody at the location site knew how to help me, didn’t know how to access the key, didn’t get my key until after an hour after our reservation started because nobody was helpful on the uhaul end or the locations end and we had to extend our time by a lot because of this set back.

Évaluation :

4

When does AI just take over the whole process?

Évaluation :

1

The Mobile check in process was burdensome and took over 35 minutes to complete requiring multiple calls to the customer service line and a lot of frustration. I ended up needing to pay the mover addition fees since it took additional time to get the u-haul. I would not recommend u-haul to anyone due to this terrible experience.

Évaluation :

1

One of the worst renting experiences I"ve ever had. I've had better customer service in jail than this place. No one knew what they were doing, they were rude, ignored me and acted like they couldn't bother. I've never had such and urge to set myself on fire than dealing with this place. Actual u-haul employees were generally help even if they were confused about the situation but they seemed to try. But 90 mins to check in is ridiculous. Someone also needs to talk to your app (both app, and web app) devleoper and either get them to actually look at it or me things its time to get a new person do that job. Its slow and buggy and crashes or just closes it self out making you restart. a constant save on the check in info would be great

Évaluation :

3

FOX YOUR DAMN APP. And…STOP CONSTANTLY PROMOTING THE USE OF YOUR MOBILE APP TO COMPLETE THE CHECK-IN OF YOUR TRUCK RENTALS BECAUSE IT HAS NEVER EVER WORKED FOR ME. I also should have been told up front that your company needed to call 2 other individuals to verify my identity, in order for me to use the truck in a state different from my license. That whole check-in process had to be completed over a phone call and it felt like complete BS! I hope to remember NOT to use U-Haul trucks for my moving experience if and when I decide to move again.

Évaluation :

5

Nothing as of now.

Évaluation :

5

Return instructions were a little contradictory - wasn't positive if key should be returned to the lockbox or orange return box. Would've liked a heads up before parking that I was going to need to capture pictures as well. Lastly, I had to provide 2 additional back up contacts which felt a little excessive. I only brought one person with me so trying to figure out who else could vouch was a little difficult.

Évaluation :

5

I didn't get to finish my checkout. Where do I submit the photos requested?

Évaluation :

2

This was a gas station. The employees were of NO assistance.

Évaluation :

1

I chose to check in and out with a person, during weekday working hours, when making the reservation, but I later got an email changing that to 24/7 Quick Share, the digital platform, which were slow, full of bugs, and wouldn't proceed past the point of taking photos. I was unable to complete either the check-in process or the drop-off processes online. I asked the people inside the gas station rental location for help, but they didn't know much about the website. The vehicle had several scratches on both sides with no decals marking them when I picked it up, and I'm not sure my photos of them got through online. If charged for them I will dispute the charges. When reserving the van, I ordered two dozen furniture pads, which the website said were available at this location; they were not in the van when I picked i tup, and the people at the gas station said they didn't have them and I'd need to go to another location 2 miles away to pick them up. That's the last thing I want to do to start a moving day, so I skipped it. At drop-off, I was mailed a receipt that still had those pads on it. Finally, the van itself is SERIOUSLY in need of new shock absorbers and has very little acceleration, even when empty. I bounced down the road for the entire time.

Évaluation :

4

The extra equipment I rented was not in the van. Additionally, the app needs to run smoother. It processes everything at a turtle pace and crashes frequently.

Évaluation :

4

The lock box to retrieve the key did not work with the code they sent via email. The combination lock. We had to call and wait on hold . Then we were told they sent us the wrong number. We did get a new number & got truck key. The 90 minutes we waited for this confusion to get cleared up , I paid for in my final bill. Not very happy about that. It was very frustrating in the city and a very hot day for this hiccup with truck.

Évaluation :

1

I could not dislike the 24/7 access system y'all have rolled out. It required that I get on the phone with customer service 3 times simply to be provided access to any rental. Why am I paying UHaul to provide a service to me when UHaul is requiring that I do 80 % of the service's work myself? Why am I paying to do all the work myself uncompensated? Y'all are stealing labor from your customers. After opening three different lockboxes and not locating the key for my actual rental (a 10' truck), I altered my reservation for a van as all the keys I was verifying (something UHaul should be doing for me) we're for vans. To boot, the "dealer" format of this 24/7 access system puts the employees of the gas station/garage in the position to have their labor stolen as well. They cannot offer any assistance or help but are obviously put in the position to do so as they are physically on-site and any reasonable person would assume the people on-site will be able to assist. Furthermore, as I'm sure y'all have read in the reviews of this location, one of the people who works in the garage will make a point to come out once a UHaul customer has completed their uncompensated labor to verify a bunch of UHaul lockboxes and will ask for a bribe to park your car off-street in their lot. At this location there is abundant parking both free, un-zoned parking on Ashland Ave and metered parking on Lawrence. As you can tell from my message, I was inconvenienced at every turn, forced to do uncompensated labor that is marketed as "the confidence of 24/7 access," I was unable to enter the vehicle type I reserved, and I was solicited a bribe by your "dealer" partner to park when there is abundant parking available. I will not be using this service in the future, will only look to UHaul as a last resort, and hope this 24/7 access program is abandoned. STOP STEALING UNCOMPENSATED LABOR FROM YOUR CUSTOMERS AND DEALER PARTNERS UHAUL. In sum, I am embarrassed for UHaul employees and investors after this experience and am left only with the impression that UHaul is so desperate to cut costs that they allowed this half-baked, fuck you to their customers to roll out.

Évaluation :

3

I was a bit shocked that when we went to pick up our vehicle we were told that if we left our vehicle in the parking lot for a few hours while we rented the U-Haul van, they would charge us $30. I would expect that any place that would rent a U-Haul vehicle would have free parking on a surface lot, especially if we were to park our vehicle in the exact same spot that we removed the van from. We parked on the street for free, luckily, there was a space nearby. But I would recommend against using this location in the future just because of that reason.

Évaluation :

3

Quick and easy, except the location of the key drop box.

Évaluation :

5

Drop off was a little confusing when it told me to place the key in the orange overnight bin but also included the lockbox number and code where I picked up the key originally. I went with the orange box instead of putting it back where I found it but the instructions definitely threw me off with both things listed. Otherwise the process was pretty straightforward and very convenient.

Évaluation :

4

I reserved and had to pay for furniture pads and a dolly, but they weren't in the truck. Also, there was no windshield wiper fluid in the truck, so when I tried to wipe off the pollen, it just smeared and made visibility worse. The inside of the cab and truck were clean, no issues there. I would recommend this location to a friend for its convenient location but being a site without staff, I would do so with caution.

Évaluation :

5

pick up and drop off via mobile device are easy.

Évaluation :

3

I had ordered a furniture dolly but it wasn't in the van upon pick up. Nobody was around to check in with about it which is a bummer as there was no chance to rectify the issue. Otherwise location is close and easy access.

Évaluation :

4

When taking a picture of my ID, I ended up leaving my ID at the gas station. Am employee of the shell found and held onto my license and gave it back when I dropped off the truck. It's was saintly. He said that he finds a lot of IDs left there for the same reason.

Évaluation :

4

Experience was fine. The check in process felt long. I thought I had checked in already but when it was time to get the truck, it felt like a whole new check in process. Also, the app is extremely faulty. The page would not load and would get error signs. Once all that was out the way, it was the best choice (and cheapest).

Évaluation :

1

I had to call your hotline both for pickup (my reservation was active but I couldn't get started with the process online) and for drop off (I completed the process online twice but got no confirmation). I did not receive advance instructions on how to pick up or drop off, which added to my confusion when the process wasn't working correctly. I did not receive the furniture pads I requested and the online process told me to upload a photo to prove it, but there was no link or space for me to do so, so I believe I was charged for equipment I did not receive. And ultimately my furniture was damaged as a result of not having pads. I am young and savvy with technology, so while there's always some user error possible, I have to stress that this process was made much complicated than it needed to be due to lack of directions and shoddy functioning of your online service. On the plus side, both of the customer service representatives I spoke with her extremely helpful, although the call dropped when I was working with the first one. Luckily by that time she had activated the rental for me and the online process was working.

Évaluation :

4

As I as traveling, it rained and water came into the passenger side front window. I mentioned this to the return agent in Texas. I have a picture if you need to see. When you wash the truck, you will see water leak inside. Also if the agent taking our order can describe if the truck has a dolly, ramp, then we can better select a more suitable truck.

Évaluation :

5

I was not provided with a dolly, despite paying 7 for it. That is infuriating. So, I guess giving me what I pay for would be great.

Évaluation :

1

Making a new user setup the account onsite is horrible. The weather was bad and I was running on a tight schedule. Have us do it ahead of time!!!! Also, the hidden costs are a total scam. Why did I have a cleaning fee of $25? I had the truck for 2 hours and loaded and unloaded a couch - no need for cleaning.

Évaluation :

2

I reserved a cargo van and my confirmation email reflected this information. However, when I arrived on site on the morning of my reservation I was instructed and only allowed to use a 10' truck. Somehow my reserved equipment changed without my consent. I tried calling customer service to correct the mistake but I was on hold for 30 minutes. I ended up just utilizing the 10' truck even though I did not need that large of equipment because I was on a time crunch. The online check out process was slow, and cumbersome.

Évaluation :

5

Everything was satisfactory but the gas gage was not on full tank. I left how I found it.

Évaluation :

3

Truck had issues with Battery taking a while to start and eventally died on me during home shifting process.

Évaluation :

4

The location was fine. The truck was awful. It was extremely cold so the check in was unbearable with all the photos to take but that wasn't the truck's fault. However, the heat did not work and the tires were horrible. It was scary at times. The snow was low but it still would get stuck. I was afraid the whole way.

Évaluation :

3

Using the online check in took a long time in cold weather. I could have easily supplied the documents from my home, but instead I was asked to do it in the 17 degrees cold. The location itself is cramped and busy.

Évaluation :

2

There's a user interface error when checking in. It took me over an hour to log in/get my photos uploaded. And there was an icon that kept requesting me to fill out a captcha that didn't exist. Probably one of the most frustrating rental experiences of my life.

Évaluation :

1

I ordered a dolly with my purchase, was not there, dirty everything, and overcharged. Terrible.

Évaluation :

1

It seems like a Uhaul problem overall - for the second time in a row, everything I ordered besides the van was not there. Also, my first reservation just…didn't work for an hour. I'm also still waiting on my '$50 discount' for my first van not being available. I was then on hold for an hour before finally giving up. For a place that emphasizes 'ease', it was pretty freakin hard to get anything I ordered.