Change your system so that upon check-out all holds put on bank cards are either removed or processed as a charge, so that the customer does not have to pay out additional money, then wait for holds on their bank accounts to be to be lifted a day or two later.Richard H.
Customer Reviews for Charlies Arco
(Distribuidor de U-Haul del vecindario)
Testimonials From Recent Customers
Los comentarios de los clientes son muy importantes para nosotros. Utilizamos estos comentarios para guiar nuestros esfuerzos y mejorar nuestro servicio. Todo lo que sigue es directo de nuestros clientes, sin ningún tipo de filtro o edición por nuestra parte.
El cliente no dejó un comentario.Ruel A.
El cliente no dejó un comentario.Jennifer J.
El cliente no dejó un comentario.Juan C.
This is great to have here in Wilmington . This way we don't have to travel far to rent a truck . This is a well loved establishment.SOLEDAD S.
This place is good i like the units they have and the service is real good and very friendlytrinidad O.
Great location, fast and friendly.Robert P.
Great staff at location - friendly, professional and helpful. But the truck was very dirty, both in the cab and the cargo compartment. Even a quick cleaning would have been appreciated. There was litter in the cargo box from past customers, and all pockets & surfaces of the truck cab were dirty.scott M.
3/4 tank to start took pictures No walk aroundBrian T.
El cliente no dejó un comentario.Alfredo G.
Nice people; busy gas station. Handled well and with a smile.Armando M.
Customer service was second to none...Darrell M.
Most helpful staff at this location and appreciate that!Domenic C.
El cliente no dejó un comentario.Cynthia S.
El cliente no dejó un comentario.Richard H.
I'm not sure what you are talking, sorryJose G.
El cliente no dejó un comentario.YVETTE P.
I called & emailed customer service. Just as pathetic as your location protocols.RANEE S.
Great team, easy process,Dorothy T.
For what my job needed, the truck was extremely great. Perfect size and the price was reasonable. I would definitely use them againMICHAEL D.
Great experience.JOSE L.
Very friendly Very helpfulCHUN P.
Please create a physical drop box for the keys. I was done at 10pm with the Uhaul truck & went hone 1am. couldn't figure out or find the damn drop box because this location doesn't have one. I had to go back the next day to return the keys which is so inconvenient.ANDY M.
They were great I ended up needing the truck for additional day .Everyone at this location was great and made a crappy move a whole lot better.thank you again Charlie's ArcoMATTHEW P.
To clarify second question the vehicle seems well maintained, I had no issues. However the floor of the cargo box was not clean and there was a little bit of trash in it. That being said I'll get to my real complaint. When I reserved the truck over the phone I was quoted a price for a six hour time frame 9 a.m. to 3 p.m. (which I was charged). During the process of picking up the truck at Charlies Arco the staff member informed me if I return the truck after 2p.m. I will have to pay a $20 fee because they will be closed. I told him I was quoted a return time of 3p.m. and asked if I return the truck on time will I have to pay the late fee? He told me yes (keep in mind Charlies Arco is an am pm convenience store and is open all day). When I reiterated the rental contract is for six hours and asked if I turn it in early would I get a discounted price . . . the clerk told me I could rent it by the minute, the hour or 24 hours if I like. This sarcasm struck me as arrogant and disrespectful. So now I'm cut an hour short of my usage time, to make matters worse the checkout process took way longer than necessary. I kept getting set aside while the clerk performed duties as convenience store clerk and gas attendant. This set me back on time (about 45 minutes) during both check out and check in of the truck. Unfortunately I was not able to complete the task in which I intended to because my rental duration was cut. Long story short I paid for 6 hours usage and had to turn the truck in early to avoid a late fee. When I rent trucks from U-Haul I usually rent from Torrance but when I was reserving the truck over the phone the assistant told me there is one available in Wilmington. I decided to go with it out of location convenience but this turned out to be a horrible idea and bad business decision. I will not use this location again and do not recommend it because of the lack of customer service value. U-Haul should've informed me of the extra charges during my reservation phone call. But then again Charlies Arco got my money so it doesn't matter whether I was able to complete what I intended to or not. When I called the U-Haul customer service phone line I was unanimously told by each person I was transferred to that this never should've happened (tell me something I don't know) but like a ping pong ball (lol) I was bounced from transfer to transfer until the line unfortunately went dead and no one was on the line. I feel that it's a shame neither U-Haul nor Charlies Arco seemed to care to remedy my dissatisfaction and less than adequate experience. Thank you. Respectfully, Tim Gomez Dissatisfied CustomerTimothy G.
In truth, it is an excellent job in the rental of these units. thank you for your services.JESUS Z.
El cliente no dejó un comentario.Demetrious L.
El cliente no dejó un comentario.Cyrus B.
Kevin was extremely helpful despite Uhaul's terrible internal system of access and dropping off a vehicle. Very frustrating. It's like using the Post Office, you use them because there's little other affordable options. But if there was another option, I would der explore it. Uhaul puts their personnel in a challenging position.GERALD H.
It was my first time getting a Box truck, my experience was ok, truck worked nothing special did the job.ROBERT R.
The staff working ,when i picked up the rental was very rude and unpleasent to talk to . The rental was very dirty and it smelledNORA R.
I have used haul many times and this was by far the worst location, equipment was dirty and did not match the damage description or gas amount provided. They tried to charge me $70+ more than my reservation, then when I returned it they added on gas charges despite me filling up the truck at their location for them. They then told me they didn't know how to fix it when I called them out on it and said I would have to figure out how to fix those charges myself - despite admitting to the "mistake". Just felt scammed the whole time.JOHN T.
El cliente no dejó un comentario.GERARDO D.
El cliente no dejó un comentario.TARDIA D.
El cliente no dejó un comentario.CLIFFORD S.
El cliente no dejó un comentario.MARIA G.
Trucks were the cleanest uhaul I've ever rented, very happy and please with convenience of location. Only drawback would be the locations hours of operation.DAVID L.
El cliente no dejó un comentario.JANET T.
My only complaint is Uhaul customers have to wait while they take care of their customers. If 10 people come in, they will take care of them and then get back to Uhaul. There is a $22.95 Uhaul charge on my credit card that's not on the contract and they couldn't find it in the system nor could they explain it. I need to know why.ROSEMARY B.
Super easy to get a hold of a U-Haul the truck was clean and looked very well-maintained would definitely rent from this location againMELISSA L.
The truck was dirty I have pictures and old mask were inside with tissues, COVID is going on and it should have been clean and when I checked out the cashier Jesse didn't know how to figure what I owed I hope my amount is the right figure because I was only gone for about a hour and didn't go over 22 miles this was very unprofessional fir me and unpleasant and no I will no be recommending this location to anyone I think u owe me make sure my charges are correct please👎🏾👎🏾👎🏾👎🏾👎🏾👎🏾KIMBERLY H.
El cliente no dejó un comentario.KELVIN G.
El cliente no dejó un comentario.Paul H.
El cliente no dejó un comentario.Jorge M.
I waited 2 hours for my rental because the attendant could not process my request I made ahead of time. Very troubling, would not go backDAVID Y.
El cliente no dejó un comentario.JENNIFER S.
El cliente no dejó un comentario.John M.
The truck was not clean at all. be it interior or exterior of the truck. It was terribly dirty as if it hasn't been washed for ages.Ishan S.
El cliente no dejó un comentario.Tamera S.
El cliente no dejó un comentario.Nita S.
El cliente no dejó un comentario.KIMBERLY M.
great job!!!Yvette P.
El cliente no dejó un comentario.LAMAR L.
El cliente no dejó un comentario.Dalila S.
El cliente no dejó un comentario.AMY E.
Great serviceChien C.
I created an account and entered my driver license info and image and credit card info in advance. However I waited an hour to complete the rental agreement and drive away. This was due to U Hauls rental software having bugs. The rental agency, prices, and vehicle were great. The brain damage to actually get the vehicle was terrible.keith J.
5/28 I had a 8am reservation to pick up truck. After completing the paperwork I found they did not know where the key was. They had to call the branch manager to come make a replacement key. I ended up not being able to leave until after 9am. I requested a courtesy credit for some of the charges from Jason ( the manager and person who came to make a duplicate key. Upon returning the truck I advised him no discount had been applied. He told the cashier to place the invoice on hold and he would take care of it in the am. I received a copy of my receipt on 6/1 with no discount. I feel that good customer service would have been to apply some type of discount for the inconvenience. There should be someone that checks the truck when they are returned especially since they are constantly in and out it ended up causing me to not be able to complete my move in 1 day as planned. I had my time planned out for what I needed and being over a hour late threw my schedule off.Tiana S.
This online check in took me an hour and two different places today. It's the most convoluted checkout process I've ever experienced. Customer service stayed on the phone the whole hour, otherwise it would have been worse. You need to simplify your check in, like a car rental, I need about 6 more trucks, I won't ever do that again. I'll find a different company,Shawn R.
El cliente no dejó un comentario.Anthony A.
The entire process to rent truck is stressful and the amount of work we have to do is ridiculous, we should not have to do all that long process. This thing about picture of this n that etc...Rosanna R.
The self check in is a nightmare.. took over an hour to checkin. A d more than 45 min to check out. The location is pretty not in a good neighborhood. The gas station which is the uhaul pickup site is scenseless they tell you we dont know anything the trucks are outside and you do everything online..I had requested a dolly and there was none. When i called they were looking for other locations after 30 min. They couldn't help me besides was I to drive around going to a different location at $1.09 per mile? My whole experience was a complete nightmare... if you use Uhaul..... good luck and may you have a better experience.Frank S.
Maintained but not clean! Not surprised though.Liana C.
El cliente no dejó un comentario.NELSON C.
El cliente no dejó un comentario.Richard L.
The gentleman who helped me was very nice and the service was smooth.Dana A.
Charged me for gas when I purposely put gas in it when returned to gas station I rented from.Scott L.
El cliente no dejó un comentario.susan J.
The computer system was down so the male representative did the best he could on his phone to assist which took several minutes. When I turned the U-haul the female representative was of no help whatsoever. I was also charged an additional 7.00 for a dolly I did not rent. The female representative again was unable to assist me. She took down my name and phone number stating I would get a call from a manager when the official people from U-haul showed up in the morning and thus far I have yet to receive a call.Toyia K.
The truck inside was clean but the box of the truck was tagged by a graffiti vandal.DAN H.
El cliente no dejó un comentario.Marleen H.
El cliente no dejó un comentario.Dorina T.
The representative was unfamiliar with how to check me in, listed the incorrect mileage on my paperwork and because she did not properly check me in required me to return during my rental.Christian G.
It's metro LA. Not the greatest location, but staff made up for the issues out of their control.Adrianne B.
Staff was helpful. Website was having problems. Took 44 min to drop offDEVIN F.
Me dijeron que El tanke de gasoline estava full y no estava . Pero Ami me hicieron que lo llenara. Antes de entregarlo. Deverian see parejos con todos los clientesgustavo M.
Vehicles unclean and all materials to help with moving were sitting outside, filthy in a tent filled with cats. When I arrived their system was down and there was a line of angry customers. Fortunately customer phone support was friendly and helped me get my keys.Robert M.
El cliente no dejó un comentario.Ivonne C.
Phone process needs to work faster as far as check inLEONARD S.
El cliente no dejó un comentario.Tim R.
The truck was fantastic. The morning customer service was fantastic. The contract said the mileage was 333 miles, the actual mileage was 333.8 miles. Which always is rounded up to the next mile: 334 miles. If every customer does not pay attention to this, the additional 68c a mile multiplied over hundreds of thousands of customers is major larceny. Additionally, the office was supposed to be open until 7pm. It closed OVER AN HOUR early. I was turning in the vehicle, and wanted to point out the discrepancy of the mileage - but there were unhappy customers who were there to pick up vehicles. Everyone was left in the lurch.Gwendolyn H.
El cliente no dejó un comentario.Jose P.
I booked the rental in advance online. I added a dolly on the request.. When I got there, the guy that helped me said they do not have a dolly available... This is not wright.. I need to know in advance if there is no dolly for me available.... All of my contact information was on the request.. I should off got a called so I can make other arrangements.. When I check inside the truck, I did see a dolly in there. My advice is to make sure your staff checks in the truck first before saying there is no dolly available... GraciasEduardo E.
El cliente no dejó un comentario.James L.
El cliente no dejó un comentario.Felix V.
El cliente no dejó un comentario.Kim M.
It took me over 30 minutes to obtain a RESERVED truck due to ALL the constant intruptions from "other" NON rental customers...IT is apparent that with only ONE employee handeling BOTH the truck rental and miscelaneous other tasks that the rental CUSTOMER is the LAST person that this particular employee CARES to HELP. It took 45 minutes to RETURN the truck and get the account closed out!!! I got there at about 7:15 AM and could not leave unitl about 8:00 AM due to the afore mentioned "employee" helping EVERYONE else BUT me!!! I was driving out TO Palm Desert that morning and THIS employee completely screwed around with MY time by not completing MY paperwork in a timely and expedient manner!!! Everyone else was helped the minute they stepped into the store while I got shoved to the back burner while he helped everyone else!!! Discusting!!! IF you offer UHaul Truck Rentals then YOU need to have someone THERE to handel the check out and check in process period!laura Z.
Was quick and fastRay K.
El cliente no dejó un comentario.Kennedy T.
The wait time is a little long because of people purchasing gas but still great serviceRay K.
El cliente no dejó un comentario.Alisa M.
El cliente no dejó un comentario.michael M.
Every person I dealt with had great customer service the check out time was faster than ever I've been here numerous times but I know the employees multi task btw selling gas n etc... but once again thank you good jobLaTrice H.
Had to wait an hour and a half just to get checked out. Ended up paying late fee. Extremely rude staff and customer support via phone. Never using Uhaul again from this experience of dropping off.Kara G.
GREAT STAFF..RON F.
The only thing that needs improvement is when you go to pick up the rental have more than one person on duty. She was on the phone with another customer and handling other customers purchasing gas, etc. Transaction took almost an hour which could have taken way less time if she wasn't stopping to handle other customers because she was the only person on duty. Gracias.Rachel F.
El cliente no dejó un comentario.Victor A.
El cliente no dejó un comentario.Michael F.
El cliente no dejó un comentario.justin E.
Only one person checking in trucks, checking out trucks and handling the business of a busy gas station and convenience store. Long wait time and I was not informed of additional charges until I looked at my receipt. People renting trucks are doing something tine consuming and tiring. Having them stand around in the U-Haul store for over half an hour at each end is not helpful.Christine C.