Customer Reviews for Ultra Gas
(U-Haul Neighborhood Dealer)

Évaluation :

5

Location was not original spot. While ultra gas was good, the original location was walking distance from my house. Ultra was over a mile away. Cost us one hour in moving day

Évaluation :

5

Make your app more user friendly it gets frustrating to rent or return a trip using your app

Évaluation :

5

There were no personnel late at night. But it was still perfect. The app itself isn't great. It failed me a few times and didn't save information. The app gets 3 stars, that was the worst part of the experience. Everything else was fantastic! Thank you again.

Évaluation :

5

Thank you for an excellent experience the truck was ready to go when I requested and the items I rented were all in the truck. We dropped the truck off in a different county and had a seamless experience there too. Merci.

Évaluation :

4

overall the rental was good, but the truck was not clean on the outside from stuck dust. the front panel had the check engine light but luckily the customer representative told me that had already been recorded and would not be liable. the price was great, so I would recommend it. overall easy to rent, but recommend to see the videos to save time.

Évaluation :

1

App didn't work smoothly, location's staff was not welcoming, helpful, nor well informed of the U-Haul services. I wouldn't use that location again.

Évaluation :

1

This was truly a terrible consumer experience. Moving is already so stressful and from start to finish, u-haul made the whole thing harder and more exhausting. The customer service was unhelpful AT BEST. Thank god I don't need to use this service again anytime soon.

Évaluation :

5

The app didn't work. I had to call customer service to give me the lock code to access the truck.

Évaluation :

3

Truck was filthy inside and the AC was not working. The app is horrible.

Évaluation :

1

We were sent mobile check in option but the instructions to activate the check in on the app did not work - the buttons were not on the app. The person managing the uhaul on site was not at the location and we had to wait about half an hour past our pick up time in order to be ready to leave for the uhaul. We also didn't get the furniture dolly that we reserved. I recommend that the person managing the uhaul be on site and ready for the customer to arrive at pick up time and for communication about missing items from the reservation ahead of time rather than finding out upon arrival - that'll give people plenty of time to find other options if needed.

Évaluation :

1

When I went to get the U-Haul at my pickup time through the app, it said I needed to submit my ID again which is fine. Then I had to wait 15 minutes until I reached out to chat and they said my id was out of state and they need more information so then I had to wait 40 minutes while they call 3 contacts of mine. Why could this not of been done prior. I already submitted the Id before and I had a busy day and I was just sitting around wasting time. The U-Haul itself was great but procedure was terrible.

Évaluation :

1

It took 30 minutes before we even left the pickup location going through the app questions. The dolly that was ordered was not in the truck and the man on site said there weren't any available. This made my move significantly harder without it. Especially with the 30 minute delay getting started and feeling rushed to get it back having lost that time. And we were given the truck with 1/8 of a tank of gas. Truck ran great but overall the experience was horrible.

Évaluation :

3

The U-Haul truck had all lights on in dashboard when i picked it up and was constantly beeping. Not ideal and very irritating. Had i not had my movers waiting for me i would not have felt comfortable taking this car.

Évaluation :

3

I rented a furniture dolly and was not given one

Évaluation :

1

When making my reservation, I clicked on 'in Person", not the App to pick up the rental truck. The app took 1/2 hr just to go though all the questions to drive away with the truck, same thing upon returning. The clerk in the gas station store has no connection with Uhaul.

Évaluation :

1

I did not understand that I needed to download the app in order to rent the Uhaul. When I went inside to talk to staff they were dismissive and just told me I needed a code for the lock but had no idea how to get the code. They provided no guidance even after I showed them the reservation. They simply said it's all online. I downloaded the app and even once I downloaded the app I had no idea what button to press in order to get the lock code. The app was not intuitive. Then when they code was sent to me on the app it was sent as a pop up and I could not see it on my app. I had to call in to Uhaul which took about 45 minutes to get a hold of a person in order to get the lock code. I was also not clear on the procedure and all the photos I needed to do when I dropped it off. I think more information needs to be provided in advance about the online process and that it needs to be clear that picking up and dropping off at this location is only online. I would also provide education to the people who work at the location so that when Uhaul customers have questions that they can at least accurately point the customers in the right direction. I will never use this location again and I've already told friends and family to ensure they go to a location where people are actually working and not to an online/app only location. It took an excessive more time than had I just gone to a location where people worked.

Évaluation :

1

Customer service on-site was Unacceptable

Évaluation :

3

i ordered a few things that weren’t in the truck and i didn’t have access to getting them so that would be my only thing

Évaluation :

1

Warning lights on dash indicating maintenance. No on-site personnel to help with pickup and drop off. Incredibly difficult process to pickup and return. No where in reservation confirmation told me I would need a passport and lease agreement to pickup truck. I called the day before to verify reservation and told the representative we were driving from Arizona and short on time so needed pick up to go smooth. She never mentioned anything about how difficult the pickup would be. Items that I ordered and was charged for were not in the truck. Gas station personnel did not speak English. I requested to be reimbursed for dolly but have not yet received the credit.I will be adding my experience to trip advisor and other apps. Terrible service all the way around.

Évaluation :

4

Check in process was self-check in, first time having to do that, NOT A FAN, even though there was an employee who came out to take a picture of the mileage and gas, they did not check me in. he could have done the check-in much faster and got me out of there quicker, He was already there! Maybe the owner needs to train his employees. AND i received no receipt for the final billing, still need one, Tmcilravy@cox.net

Évaluation :

1

I tried to return the van and it asked for me to scan a QR code. There is no QR code anywhere in, around, or on that building. The employee at the gas station had no idea and tried to help me find one. He ended up calling a uhaul rep and they just said to leave the van.

Évaluation :

5

Nothing! Your representative was outstanding and very helpful!

Évaluation :

1

Terrible user experience. You might as well have paid me as an employee to transact this purchase.

Évaluation :

5

Amazingly easy to reserve online and touchless pick-up went so smoothly!

Évaluation :

1

Owner of this gas station is very rude. I had to wait for the clerk to call him on the phone to find my dolly and blankets. At which time i had to into a back storage room and dig them out myself. Very unorganized and unprofessional.

Évaluation :

2

Very poor service.

Évaluation :

4

There wasn't a dolly in the vehicle and I already submitted the request to Uhaul about refunding me the $7 I was charged for that equipment. Please refund my account that amount. Thanks, Shane Schmeichel Shanedion91@gmail.com 612-201-7493

Évaluation :

5

Great customer service!

Évaluation :

2

Not call the customer and threaten to call the police because they didn't know I had extended thru the app

Évaluation :

2

It was very difficult to check in and get the keys for the uhaul.

Évaluation :

4

Very very little parking. Was unable to park when I returned. I would recommend dedicated UHaul only parking spots

Évaluation :

3

I paid for a dolly and didn't get one. If they weren't available over the weekend I should have been informed and I would like a refund for the dolly rental.

Évaluation :

4

Tough to park when I got back but they let me leave it and they took care of it. I would have damaged the truck for sure.

Évaluation :

4

Everyone was super friendly ! The parking lot was super small , but nonetheless soooo grateful it was close to our new house .

Évaluation :

5

Aucun

Évaluation :

5

The gentleman that attended me was very nice.

Évaluation :

4

This was good but I paid for a dolly and we never got a dolly…I would like a refund for that

Évaluation :

5

This location was not the one I requested and was a bit out of the way for me, and had I not picked it up the truck on a morning between major holidays the traffic would have been horrendous. One closer to my request would have been greatly appreciated.

Évaluation :

2

Key where not in the lock box, called customer service, waited almost an hour to get help! I had to rent from a different location.

Évaluation :

3

We ordered a dolly and furniture pads. None of them were in the truck which made the loading and unloading difficult. Have not received credit for the dolly and the pads yet either

Évaluation :

2

My U-Haul was not unlocked even after I verified my identification and other info. It took an additional 30+ minutes to get the lock box code for the key, which made me late to my storage unit. I was so late that the storage unit facility was closed and I was unable to unload my truck. I had help just for that night and so this completely messed everything up. I had to rent the truck overnight (out of my own wallet) and find additional help the next day. This was a terrible experience and I will be wary about renting a U-Haul this way in the future.

Évaluation :

5

Fast courteous service with clean equipment that met all expectations and then some. I've moved 4 friends since covid and this was the best uhaul rental experience ive had since. 10/10 will use again next time.

Évaluation :

3

No staff onsite since it's located in a gas station and there is limited parking. Would recommend going to a Uhaul facility.

Évaluation :

2

The people working at the station were extremely rude. It made my pick up and drop off much longer than it needed. The owner of the uhaul was very accommodating and nice.

Évaluation :

5

I didn't understand that the keys were supposed to go in the Dropbox, there was not instructions on that. Other than that, all was Great

Évaluation :

1

The guy Working there tried to send me to return my rental at another location because he had cars lined up where the rental was to be returned. Almost as if it was an inconvenience for him to take back the rental. When I arrived at the other location they explained to me that the truck I had rented was to be returned where I had just got sent away from otherwise they would have to charge me an extra 315 dollars. Huge inconvenience with a 20 ft Uhaul truck.

Évaluation :

5

The other employee have not much information about that how to return the keys , but in general very good experience

Évaluation :

5

Great experience. ThBk you!

Évaluation :

5

N.D.

Évaluation :

1

Upon arrival, the U-haul app/website completely locked us out of our reservation. There is no customer service representative at this location since it is literally a gas station, so we needed to call customer service where we were hung up on twice after waiting an hour for somebody to help us. I ended up creating a new reservation by creating a whole new account, then went through 20 mins of another customer service live verification over the messaging service to unlock the keys. The lady was so rude and had no problem making this already frustrating situation much more difficult. We ended up getting our truck after an hour and a half of dealing with waiting on hold or being hung up on. You would be better off going to a location with actual representatives there to help you. This was a horrible experience.

Évaluation :

5

Everyone was very accommodating because I had some unforeseen and uncontrollable incidents that kept me from returning truck on time, I appreciated everyone's understanding. I look forward to renting again and I will certainly continue to recommend UHaul to anyone needing a way to move. Thank you Paul Van Vleck

Évaluation :

2

This was my first U-Haul experience that was extremely frustrating and disappointing. This location had a lock box feature, and the person inside could only tell me that I should have been sent instructions. I downloaded the U-Haul app and completed the express online check-in, but then received no information or further steps as to how to get into the lock box. I tried both the app and the website, I googled solutions, and I finally had to turn to calling customer service. I waited on hold for 15 minutes before being transferred and then holding another 15 minutes. By the time that I got through to someone, I had been trying to get into my U-Haul rental for 45 minutes. When I finally got through to the right agent, they told me that I had not been activated for 24/7 truck share, which is what I needed to do to get into the lock box. If I had known that upon booking the rental, I could have saved a lot of time. There were two other parties at this location having the same issue as me, and we all had to contact customer support. Previously I've only ever gone to full service U-Haul locations and I'll be doing that in the future.

Évaluation :

3

Let each customer know that if they pick up the uhaul late your system locks them out and they have to call customer service

Évaluation :

1

This location didn't really understand how to be a U-Haul operation center. This was a very frustrating and unpleasant experience. When i went to pick up the truck it took atleast 25 minutes because the person Lenin's the counter had limited knowledge of the U-Haul system and directed me with the phone number of a boss of his who was also not very helpful. Ultimately i ended up going back in the store and putting it on speaker phone so that they can communicate and give me a key. They also forgot to either prepare the truck with the dollys and the blankets or give me them, not sure. But i ended up having to go back for them. Dropping it off and wrongly being charged a late fee is also a whole other issue, partially unrelated to the store itself and more the poor functioning of the application and directions when it isnt at a U-Haul location. Please train everyone there or have a designated person helping. There were many people coming in after me for help and no one really knew what to do including the worker. It was not good all around.

Évaluation :

4

Everything was good except your app sucks. It took more than 30 minutes to get the truck cause your app sucks.

Évaluation :

3

Fuel was literally empty when I picked up (less than 35 mi of fuel remaining)). Also, pictures uploaded in the express app didn't Macy have the actual condition of the truck

Évaluation :

5

Nice pleasant experience

Évaluation :

4

keep up the good work

Évaluation :

5

We received excellent service and the man who worked there was extremely helpful. No problems checking in or out. Great Experience!!

Évaluation :

1

The online check in took over an hour with complcations. I was so annoyed. The truck when I inspected it had the tire icon on with another icon I didn't understand. There was no one around I can ask about these icons. I had to drive to the nearest uhaul to get air in the tires. Duringing my whole 100 mile trip the tire icon was on and I felt unsafe. I surely do not want to use the online pick up again..it made me late for my arrival time. My moving time for my movers had to be changed for both locations.

Évaluation :

4

A little confusing online check in process, but I figured it out eventually.

Évaluation :

1

Terrible experience renting from U-Haul. My reservation for in person pickup was not honored, at the last minute it was switched to 24/7 pickup. The process to pickup the vehicle did not work on my phone. Even after 30min on the phone with customer service, and speaking with multiple people, U-Haul could not get it to work and continued to deny me the ability to do in person pickup as originally promised. It did not work on my fiance's phone either. After 45min, and speaking with additional representatives he was able to begin the process and requested the representative stay on the line in case we ran into more trouble. We were unable to complete several steps, and the had representative hung up so we had no one to help us unless we hopped back into line to talk to someone. We think the problem was poor camera quality of his phone, but who knows. We finally got it to work and U-Haul still wanted us to return the vehicle at the original time, so we had to rush our move to get it done. It is completely unacceptable that U-Haul discriminates against people who do not have expensive smart phones. No one should be denied their services based off of their financial situation, especially when services had been promised that didn't require a phone. I will never use U-Haul again and their company policies need to be reexamined.

Évaluation :

2

The web app didn't work on one of the browsers and I was lucky that I tried it with another one.

Évaluation :

5

The staff at the ucal gas station was excellent. The U-Haul representative who registered my account, was also excellent. I'm sure to be a long time customer. Merci