This was the worst experience ever. It took over an hour to pick up at this location. Everything is supposed to be done through the app/website. Every time we were promoted through, UHaul would direct us to get assistance from the facility which is a gas station attendant who isn't allowed to do anything but hand the keys over once everything is confirmed through UHaul. After spending an hour on the phone, someone finally manually dispatched the truck. It was the wrong truck, with significantly more mileage which they then tried to charge us for ever after having submitted emails because the app/website doesn't work! Worst experience ever.ELENI P.
Customer Reviews for Higgins Petroleum
(U-Haul Neighborhood Dealer)
Eugene, OR 97401
(Right on the corner of 18th and Willamette)
Services at this Location:
- Mon-Sat: 9 am - 5 pm
- Sun: 11:30 am - 3:30 pm
Special Operating Hours
- 12/24/2021: 10:30 am - 1:00 pm
- 12/25/2021: Closed
- 12/31/2021: 10:00 am - 4:00 pm
- 1/1/2022: Closed
Testimonials From Recent Customers
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
Handy to be able to top off the tank at the drop off point. Employees are professional and polite.Damon B.
Customer did not leave a comment.John C.
The appliance dolly was not in the truck. I only ordered an appliance dolly. When I received the bill, I was charged for moving blankets and a standard dolly that were NOT IN THE TRUCK OR ON MY ORDER.Jake J.
Customer did not leave a comment.Jason V.
Have human beings check people in. The online services suck. I miss people and customer service. I feel like I'm on my own and it always takes way more Time than necessary for a simple rental. It's not the location's fault but U-Haul's online services. I kiss people!!!!!Lisa N.
The guy who actually helped me get the U-Haul was great, but your phone guy was absolutely aweful. Straight up lied to me about the price and I will be getting in further contact with you guys. Your service is horrible, and your people are poorly trained.SIMON HENRY S.
As this was my first experience with the automated version, I found it a tad confusing but I am sure that was just first timers syndrome.Douglas T.
Very helpful friendly staff who helped me navigate the sub par U-Haul app.Laura P.
The truck was dirty the key was not in the said spot the missing equipment. This was literally the worst experience ever. Had to call multiple times to get the truck it took an hour to finally get the truck. Will not use this againPATTY P.
Honesty and greed. This location first told my dad prices are based on how long you use equipment. But when we returned it after only needing it for roughly about 30-40mins they still charged the entire 3-4hrs we initially thought we needed! Just money hungry and it's sad!BRADFORD LERAY L.
The online check in was frustrating and it took a call to customer service and 10 minutes of hold time. I was at the location for 40 minutes before getting my key code. Reservation pickup was 1:30pm I left the location at 2:10.Ken P.
Your app froze so had to call number. On hold for about 15 minutes only to be transfered to "the right" dept. Lady said she would put a note in. Left with a dirty truck and more than a hour behind schedule. Had to rush due to the delay. Very poor serviceKim W.
Truck was in good condition. Even though we signed up for Uhaul 24/7 self-service, we still had to go inside Higgins to retrieve the key. Not the end of the world, just not completely self-service.Whitney N.
Uhual was covered in bird feces and paint was peeling off of side of uhual. Uhual app would not let me upload photos to document this. People at the gas station took 10 minutes to find the keys to get me my keys. Took 30 minutes to finally get uhual which deducted 30 minutes from my time of having it. Fortunately I didn't need the whole time.Sarah P.
The uHaul app is slow and buggy.Van T.
There were blankets still in the back of the uhaul, there was a mask still in the front of the uhaul when I unlocked it. It was clear it had not been checked by anyone between users. Aside from that, the customer service I received throughout my experience was absolutely amazing.Ryan H.
Super courteous and helpful young men helped me check in and out. Great location. Great service.LISA N.
Good service rep.Joel W.
Put truck in more accessible location, such as a parking space, rather than behind building in a narrow alley. Driver's seat area had trash and stank of cigarettes.Stephen S.
You're app is outdated. People at this location were not taught to do anything with U-Haul. I was on hold for 35 minutes only to be helped in less than a minute. I usually rent Penske but y'all were cheaper. I honestly think I may go with them again next time. Be sure your people are trained. Trucks worked well.Aaron C.
Customer did not leave a comment.curt M.
The truck I rented was filthy and smelled strongly of cigarette smoke. Also, I had reserved it ahead of time online and had to repeat information at pick up time which was inconvenient.KIM G.
Due to Covid everything was supposed to be done online; except the website didn't work you couldn't check in or check out, it didn't recognize my location so it wouldn't let me take the truck out.... and then when I brought it back it wouldn't let me check it back in. I tried to call the customer service number several times never got through a person the people who worked at Higgins petroleum had no idea how to check people in or out properly they didn't know how to run the system it was a very frustrating experience.Kimberly K.
Fix online check-in system. It did not work for picking up or dropping off truck. Was 45 minutes late getting truck waiting for approval after talking to 4 different agents on the phone. This location very small and hard to park here. U-Haul customers not allowed inside because store very small so had to wait outside in cold.Jenny S.
This was a dangerously horrible nightmare of an experience. Do not attempt to check out a u-haul using mobile check-inMegan H.
The location was great, the truck was great, the check out and check in process was horrible. The app was useless. For some reason the app wouldn't work on my phone, had to forward email to a friend and have him do it. Took forever to figure out how to do every step. Super irritating. I never want to do this again. Tried calling uhaul, waited on hold forever. Not a good experience at all.Karen H.
Customer did not leave a comment.megan L.
Have a person working at pick up. Make sure truck is in working order. Driver side door did not shut well.Darren H.
Check in process was complicated and verification was difficult. Could put people trying to escape a dangerous situation at risk.Mary M.
After reading all of the terrible reviews about checking in on the app I decided to book my reservation during working hours so that I may be assisted by a counter person. Easy Peasy, right? Upon arrival I found that wasn't possible due to Covid and was forced to use the app. Big sign on the door stating this. I have an iphone with a Safari browser. The app is not compatible with Safari, only Chrome. I had to call U-Haul and was forced to wait 45 minutes to connect with an agent. Moving is stressful but this experience just about put me over the edge. When I first ordered the Cargo Van I was emailed a receipt with a picture of a pick up truck. That was another 45 minutes on hold for their mistake. In the past I have always moved with U-Haul but not anymore. Next time I will rent a van from Hertz. U-Haul really needs to improve their customer service time and check-in procedure before I ever consider using them again.jackie H.
I'm 24 and I found it very hard to use the mobile pick up, that should say a lot. Location wouldn't come up on the phone but it gave us all other local locations. It took about an hour and a half to get the rental. After wasting so much time and talking to customer reps who couldnt help but try and trouble shoot ( I was hoping they could help us "check in" over the phone), we finally got to move, and we needed one more hour since we were so late, and the company charged us a fee to keep it longer. Our local location was closed, so we rented a truck 30 miles away, mileage and extra fee ruined the day. They made our move so hard. I didn't realize that the 10 foot truck didn't have a ramp and wouldnt fit out refrigerator. I will not use this company again, they are not the lowest price.Jake F.
The online pickup and drop off instructions were somewhat glitchy.Randall B.
This has been our go-to location for rental as it has always been an efficient yet pleasant experience. This time, since you took the process out of the competent hands of those who helped us in the past and put in the over-arduous, inefficient and generally maddening process using my phone. Both the check-out and check-in process took 45 minutes each!!! I will not use U-Haul again as a result unless you convince me that the online check-in is temporary. It is not fair to rate the location as they only wanted to help but were prevented from doing so by you, the company.Erik T.
The website wouldn't work on chrome. It told me to turn on location services, which I did, not it kept giving me that error. I finally got it to load in firefox but it wouldn't progress past me taking a headshot. It just hung. I tried multiple times. When I asked the people working at the location for help, they just told me to call the 1-800 number. I finally downloaded the app and got it to work after taking the pictures and submitting multiple times. Please provide better ON SITE support if there are issues with the app/website. It took almost an hour to get the uhaul.Michelle U.
Customer did not leave a comment.Jeffrey L.
The problems I had had little to do with the location, though the guys there said they were given no training on how to work with U-Haul. Using the app to get and return the truck was the most unpleasant experience I've ever had with U-Haul. The process is painstakingly slow. I took care of everything I could during check- in the night before as requested, and still the process took an hour to complete once I arrived. Using the app at checkout was even worse. Plus, the truck I reserved wasn't there when I arrived. I have always used U-Haul when I've moved myself previously, though will try the best I can to avoid ever having to repeat this experience again.Scott G.
Customer did not leave a comment.Nathan H.
The person at this location said they keep telling U-Haul they will not do anything but let people physically pick up the trucks there. They were completely unhelpful, knew nothing at all, did nothing to help us, told us nothing, Truly we were on our own, standing there in the smoke from the wildfires nearby, taking care of the pick up entirely by cell phone. NOT GOOD experience. Will never ever do business there again. In addition, the windshield was cracked, and the cab somewhere between clean and not. We started with only half a tank of gas, which made estimating how much to put in very difficult, and we ended up returning it with way more gas than the half tank, a waste of money.Dana S.
It was encourages for me to complete the online process. Since the location is all digital I didn't really have a choice. I didn't see that I had to do the process all online when I reserved. It worked out great so it wasn't a problem.susanne M.
I was at first put off by having to check my self in but it was so easy and thorough to do. It was very well done.Laurie M.
check in was a mess! my order would not link/associate to my account. so picking up the truck was a nightmare. i called the 800 number and no one picked up in 14 minutes. finally Chewy at the location had to use HIS PHONE to get me checked in. same thing at check out. also, i only drove 6 miles and they wanted to charge me one gallon of gas. very disappointed with your app and your lack of phone pickup at 800.Kelly R.
The truck seats were full of dog hair and the truck was absolutely not cleaned before we rented it it was super dirty and the light for the oil needed changed was on very disappointed in uhaul I have pictures if you want to seeVivian B.
Customer did not leave a comment.Isaac S.
Inside truck was dirty Lots of unmarked dents to truck Service light was on for oil changePatrick H.
No more uhaul!!Changhoon L.
Customer did not leave a comment.Pragalv K.
Customer did not leave a comment.ELIZABETH S.
Coo I Idk not find the truck. No person available to help so I called the number listed on the window. Representative who took my call after a long waiting period was very rude and not helpful. Would not recommend based on lack of support.Lauren C.
I had a terrible experience with U-Haul. When I went to pick up the truck it took over ten minutes of standing in the heat to get approved through the app to begin the pick up process. The pictures of the condition of the truck were very inaccurate and I had to dispute every one of them due to exterior damage. Then as I went to return the U-Haul after using it I tried to use the app to return it and for 10+ tries it said â€œsystem errorâ€. Then I asked an employee for help and they said to try to do it online instead of through the app. It still gave me the same response. I spoke with someone over the chat option and over the phone and no one was able to help me until the next day I went into the store and they manually returned it for me. I will absolutely never use U-Haul again after this.Avery F.
The cab was filthy - and in COVID-19 times, DANGEROUS!!! I had to wipe down all that I touched, and leave my mask on for the entire drive. I ordered extra blankets and did not receive them . The system confirmed a local drop off, but then I had to drive an additional 30 minutes, which they charged for! Terrible experience.Kathleen I.
This location is horrible. Got billed for appliance dolly,which we never took. Horrible servicePatty R.
Customer did not leave a comment.Kimberly Y.
I have been pondering it, and I cannot, for the life of me, figure out why the approval process doesn't take place BEFORE picking up the truck. Why would you make your clientele wait for some dumb approval process that could have been taken care of AT THE TIME OF THE RESERVATION? Whoever was in charge of the mobile pick-up service clearly has the credentials of a blind viking from 800 B.C. who has just learned what a modern-day necktie is. I can confidently say I will never be using this absurd "service" while I am still a living breathing organism.Cameron U.
The front seats were covered in hair and other dirt, and this Uhaul was clearly NOT cleaned between users. This is very unsanitary given the seats are cloth, and this is especially dangerous during a pandemic. Additionally, I requested a furniture dolly and received a utility dolly. It was not useful, I had to move my furniture by hand, and it's upsetting that I paid to receive the WRONG dolly. Additionally, the no-contact pickup took a very long time, and seemed like the logic and process was not thought out. The purpose was to avoid contact, but I still had to make contact with the workers to prove that I matched my ID. This process was extremely frustrating, tedious, and I was disappointed with the service.Natalie P.
Customer did not leave a comment.Marc B.
Please make this more accessible for those who need to move. There was very little communication that the expectation was to check in via the website. If I didn't not have the privilege of a smart phone, I would be unable to move across the country to better my life. If I had less bodily and/or mental privilege, I would be stuck in stagnation.Bart-Anthony B.
The hone check in was ridiculous and I would NEVER use that again. It took me longer to check in that way then it would have with the attendant.Michelle L.
Perfect servicetracy B.
I wasn't told the price of the dollies.alice S.
Customer did not leave a comment.Debra A.
The location is convenient and the U haul agent was very helpful and patiently explained all the procedures and operation of the vehicle. The service was professional and efficient. I will definitely use this location again.Anupam S.
This site is a gas station. Due to Covid-19, the staff can't currently help. It's a app site only for the time being. Truck was dirty when I picked it up (muddy floor), but the app let me photograph the state of the Interior so didn't end up with a cleaning fee. If your at the south end of town, the site is convenient, free on-treet parking is available 1 block to the east.Brett J.
Trying to do use the app which later were told didn't work is a U-Haul failure, not a location failure, U-haul needs to own it and do something about it because it changes the way we feel about our service. The managers at Higgins were great when they found out we had been sitting in the parking lot for over an hour trying to get the app to work. The same thing happened to us when we went to return it. Kelly at Higgins helped us turn it back in, had he not helped us we would of never got it turned in. There is no room for change on that app. As a Senior, I don't always understand most IT stuff but that app and the website to rent and drop off sucked. The next time U-haul says I need to use an app I will walk away. YOU WASTED OUR TIME UHAUL WHEN WE DIDN"T HAVE TIME TO WASTE. I BLAME U-HAUL not HigginsNorman C.
Your phone personnel are wonderful. Picking up a vehicle during this time is very difficult. I appreciate everyones' patience. Four times now I have had to contact a rep to process the pickup and drop off. Twice the pickup took over an hour and a half (once almost two hours) and I was saddled with paying my crew while I waited for the truck. After over $80 was needed to pay the crew before I could get to the job site, I must consider an alternative to UHaul. I will attempt one more time by contacting the rep on the phone before arriving. The team at the gas station was not versed in the pickup/dropoff process and I did not want to bother them as they were very busy with gas customers. May I request some sort of compensation for the $80 wasted on the downtime? Perhaps a small credit on my next rental. I am a UHaul member at email@example.com and hope to continue with UHaul. Thanx!paul S.
Streamline the online check-in process. As it is it took me several minutes to check in and pick up my vehicle.Thomas H.
Due to COVID situation, the staff at this location asked to download the app and do the self-check online, which was fine with me. However, the app was full of glitches, the hotline no. was not responding and I was trying to work out with the app as the staff said that they wont help until its last resort. They came to my rescue at the last moment after I spent almost 25 minutes on the app and calling.Keya S.
Little crowded since it's a gas station, but it was fine.Mike H.
I'm not sure if it was the location or service or what happened but I ordered multiple pieces of equipment that didn't arrive and that made my Uhaul experience significantly more tedious and stressful than it needed to be. The only feedback I have to give is to make sure you provide your customers with the equipment they ask for. Thank you.Seth T.
Pickup process was disastrous. I had the app and all information but still took far too long. Moving blankets and dolly were not in the truck as they were supposed to be causing delays in out moving day. Had to go to another location to pick up blankets and dolly.Eric L.
Truck was covered in bird poop upon pick up - it was difficult to remove from the windshield. During check-out, I could not locate the key drop box. Fortunately an employee was available to take the key from me.heather S.
Some previous damage seemed to have been done to a fuel line (the gauge was at E and the light was on when I got in, and didn't change even after I put $10 worth in) and while the attendant checked that the line itself was repaired the gauge & dash light are still problematic. He said that vehicle shouldn't have been available yet...Marta C.
The pick up process was horrendous. The ap was crashing and I was at the site in the uhaul vortex for two hours. Several cells to the help line and chats, finally the situation was fixed in your side. I missed my window to go pick up my equipment in a quarantined facility and had to make special accommodations. I'd appreciate a % returned for my time or at least a comped rental in the future. Time is money and I was utilizing your essential service in lieu of exposing more people by borrowing a vehicle. Thank you in advance for understanding and I do appreciate your service, it was just an objective fact that I was onsite at 9:30 am and couldn't access the vehicle til after 11:00. I'd like to tell this story with a better ending. Dave VillalobosDave V.
Customer did not leave a comment.James D.
Love the people at HP. Happy, smiling, helpful, and good neighbors.Michael M.
Customer did not leave a comment.Dianne L.
I was told the gas gauge was at 1/4 but after I drove away, I noticed the gauge was on E so I freaked out and bought $5 of gas even though I was only going a total of 7 miles. Even after I put in $5, the gauge was still on E. When I brought the truck back, I told the attendant, and he said the E represents 1/4 full! How is someone supposed to know that? I wasted $5.Mary A.
Customer did not leave a comment.Barry B.
Picking up and bringing back was a breeze, vehicle did the job. Will use again. Thanks guys!Peter J.
1st. The young guy there is not very understanding like a robot just reading a script, he told me when I got there they would not accept my debit card, had to go home and get a credit card. 2ndDid not compensate me or offer me a discount for the time lost 40 minutes from original scheduled time of rental. 3nd. They Charge you $10 to park your car on there lot. 4th. Vehicle floor was dirty inside not clean. 5th. 6 hrs later When I return the vehicle, there computer was down. Did not know how much I would be charged at that time. Had to check my email to see the charges on my credit card. Eventhough this place is close to where I live I would not return to do business with them.Alexander P.
Customer did not leave a comment.dea H.
Customer did not leave a comment.Keith S.
Always friendly and professional!David D.
Truck was wedged into a tight spot between a fence and a building - difficult to pull out without hitting something. NO key drop so when we returned it after hours there was no where to put the key - had to go back the next day to return key - hassle!Holly S.
Customer did not leave a comment.Mitchell L.
Customer did not leave a comment.SARA T.
Fast, easy. Friendly staff. One of my best uhaul experiences.Jared L.
Customer did not leave a comment.zachary L.
Customer service at Higgin's Petroleum is excellent. I thoroughly recommend them as a U-Haul service. THANK YOU!James L.
Very pleased with the service. Quick, easy, efficient.Reuben Z.
Customer did not leave a comment.Justin H.
The people here were very nice but UHAUL is dumb and needs to make it clear that renting for a day doesn't mean an actual day.Courtney B.
Customer did not leave a comment.Harold M.
Several pieces of information I got from U-Haul was different than what I learned when I picked up or dropped off (e.g. if I â€œpay in advanceâ€ the 24 hours starts then, parking is not free, there was a $10 charge, the location's computer could not check me in. However the staff Nate, Justin and Ritchie were each very polite, helpful and courteous and that made a big difference! I felt like they cared about me as a valued customer!BARBARA D.
The headlight was out on the truck right when I drove off. We had some night driving and that made it hard. The person signing me in was very helpful and saved me money.Helen H.
Customer did not leave a comment.Chris C.
Clean the truck, clean interior windshield; looked like someone barfed on the windowAtherium B.
Customer did not leave a comment.Kelly H.
Customer did not leave a comment.John G.
Customer did not leave a comment.paul S.