Customer Reviews for New Albany Valero
(U-Haul Neighborhood Dealer)

133 reviews

327 W 5th St   New Albany, IN 47150

(812) 590-8034

Office Hours

  • Mon-Sat: 12 pm–7 pm
  • Sun: 12 pm–5 pm

Services at this Location:

Contact Us

(812) 590-8034

327 W 5th St
New Albany, IN 47150

Services at this Location:

Office Hours

  • Mon-Sat: 12 pm–7 pm
  • Sun: 12 pm–5 pm
  • 24 hour customer return

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.

Overall Rating:

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Rating:
2.0

Stock the equipment I reserved. The location didn't have the hand truck or furniture dolly I ordered. Also, many of the furniture pads were not folded.

Adam M 
Rating:
5.0

Customer did not leave a comment.

Blaine E 
Rating:
1.0

I rented a U-Haul on May 27th from the New Albany Valero. My rental time was at 12:15PM. When I got there, I was informed that the employees there did not “check-in” the van. The truck was physically at the location, but I couldn’t drive it because they did not do the work on their end. It took almost two hours before they had an answer for me. Meanwhile, I was moving out of state and could not wait any longer for them to figure this out. Luckily we were able to get the truck by 2PM. However, the U-Haul website says I might get an additional charge for not picking-up the truck within an hour of my appointment time. If I am charged extra, I will seriously not be impressed. I was at Valero right at 12:15PM, but they were not ready on their end for me to pick-up the car. The workers at Valero were very pleasant, but it is frustrating to have my entire day set off-schedule because they were not prepared. They even told me that they got the truck several hours before my appointment time, so they had plenty of time to do their work. I will be very upset if I get any additional charges. I will be keeping a close eye on any bills I get from U-Haul.

Elizabeth U 
Rating:
1.0

Again, gave a "I don't care" attitude and then blamed me that I dropped off the truck to the wrong location even after I showed him on my contract that this was the drop off place.

Regina W 
Rating:
4.0

Customer did not leave a comment.

Laura J 
Rating:
5.0

Customer did not leave a comment.

Martha D 
Rating:
3.0

I will not rent from Uhaul again after the pickup experience I had.

Henry H 
Rating:
3.0

Customer did not leave a comment.

Tammy D 
Rating:
5.0

5th time dropping off here. The employees are always very friendly.

Tim S 
Rating:
4.0

Customer did not leave a comment.

Larry S 
Rating:
1.0

The New Albany location was fine and did what they could. The major issue was the a Jeffersonville, IN location. We were originally supposed to pick up our reserved 20’ truck and appliance dolly from there. We get there and the woman we spoke with didn’t say anything after us telling her the reservation name. She called someone and sat on hold for 30 minutes. Which left is to put the pieces together that they didn’t have a truck for us. They had at least 5 other trucks in the lot and all of them were somehow unusable when we asked. I had to lose the appliance dolly and use a 26’ truck instead. This time delay from uhaul caused us to miss our furniture pick-up. I understand that issues happen, but how is it acceptable to not call me when you have a shortage of trucks? Uhaul has officially lost my business and the business of my friends and family.

Erin B 
Rating:
5.0

Customer did not leave a comment.

Alysa K 
Rating:
3.0

My original pickup location set up in my reservation was NOT this location. My pickup location was changed, and I was NOT notified. I learned of the change when I showed up at the originally scheduled pickup location. This was very disappointing and led to me being late to meet those who were helping me and a delayed start.

GREG S 
Rating:
5.0

Self-return through the phone. No problems.

Janice S 
Rating:
5.0

Dropped off here multiple times. Had zero problems. Super friendly staff.

Timothy S 
Rating:
5.0

Update your website, when a location isn’t able to do truck share, don’t let someone reserve a truck for 9am if the location doesn’t open till 12. Then reschedule it to 12 but not adjust the drop off time. Over all, I was inconvenienced, rushed & charged full price after several mess ups. Probably will not use uhaul again. The lady at the location was extremely nice & helpful though. Customer service, was useless on the phone.

camonya b 
Rating:
4.0

Store own was very helpful with great customer service and wide variety of trucks wanted a 10' but the keys were missing so went with the next size up.

Timothy F 
Rating:
1.0

Both at pick up and drop off the employees where extremely unprofessional an rude. Lily was the lady at pick up. When I was asked to sign ćontract, I requested to see truck and to verify milage and gas. She rolled her eyes at me. When I went outside she proceeded to start trash talking me to another customer not realizing my son and daughter n law where standing their still. Very poor customer service all the way around. Then at drop off I asked for a receipt of return and the man blew out his breath frustrated cause he had to go verify gas an milage to be able to get me a receipt. I had to wait 10 minutes because he didn't know what to do so had to wait on his boss to call back. Then he had to go check truck again to verify again for his boss an was cussing while going to truck stating this was bullshit. I would never recommend this location to anyone. I certainly will never use it again. I love uhaul, but this was a far car from the professionalism I have experienced in the past and the employee's where a far cry below par.

Kessiah S 
Rating:
5.0

Came in, dropped off the keys, left. Easy as you can get. 2nd time here. Both times great.

Timothy S 
Rating:
4.0

Customer did not leave a comment.

Gary K 
Rating:
5.0

Nothing that I can think of, the lady that helped me was as about the nicest person I’ve every dealt with at a business, I was in and out in a timely manner.

Jeffrey G 
Rating:
1.0

Improve customer service at location/ cashier was very impatient and rude I wouldn’t recommend or shop here again

Iesha A 
Rating:
4.0

I can’t think of anything off the top of my head

Kevin M 
Rating:
5.0

Customer did not leave a comment.

Sylvia C 
Rating:
5.0

Walked in and met two very nice people. Asked if I was dropping off and how I paid. Got an email a few minutes later stating everything was fine with the truck.

Timothy S 
Rating:
5.0

Customer did not leave a comment.

Casey P 
Rating:
3.0

The personnel had no idea if the return would be accepted or not. They could only confirm the truck had been returned and email their manager with the return information. I did not know for 14 hours later if the return had been accepted. Not acceptable. You should know at the time of return if the return is acceptable or if there are any additional cost.

Raymond S 
Rating:
5.0

Customer did not leave a comment.

ranveer S 
Rating:
2.0

I found a Snapple bottle behind the seat & the cup holders had liquid in them. Didn’t notice right away. The man that gave me the key was interesting. His lack of social skills was uncomfortable. Also, this location is at a gas station & I saw him smoking at least 3 times within 15 feet proximity to the pumps.

Carolyn R 
Rating:
1.0

Had trouble with the check in on my phone and the sales person wasn't helpful at all. We finally figured it out on our own.

Kathy F 
Rating:
3.0

The email I received explaining how to get the truck said it should take about 10 minutes. It took at least 25 minutes. I could’ve gotten in and out with a live rental rep a lot faster.

Anthony W 
Rating:
1.0

this guy didn't do anything other than take my key. no inspection, didn't check mileage, didn't check fuel, no recept. didn't use this location!!!

David C 
Rating:
3.0

There was a grinding sound that would accelerate in tempo as the truck would travel faster. I wasn't sure if it was in the wheel, axle, or gears. It was a nuisance but didn't cause any danger worries.

douglas a 
Rating:
3.0

Customer did not leave a comment.

Wesley B 
Rating:
4.0

Customer did not leave a comment.

Dan S 
Rating:
5.0

Customer did not leave a comment.

Chasta M 
Rating:
3.0

I have been renting for B&C location. I could not because they were fully booked. Had to rent from this location. In comparison, B&C checkout time is much more efficient and quicker.

James W 
Rating:
4.0

Check out took a little longer than expected

LATRICE D 
Rating:
3.0

person stated that we would get a final receipt by email and we have not received the final receipt

Tina L 
Rating:
2.0

The location I wanted wasn’t on the website. Had a lot of problems trying to get that location. The guy on the website help wanted my to drive two towns away when this location is two streets away from my house. He eventually gave me the 800 number and said they would be faster than him. Seemed a little rude. But idk.

Jessica C 
Rating:
1.0

I turned my equipment in on Friday Nov 12 (a day and less miles) and as of today the 17th i still haven’t gotten my refund nor deposit

Antayvione H 
Rating:
5.0

Valero was not my original pick up destination .. watco was original pick up . That was a mess . Reservation was messed up . No one to talk to … uhaul had a 43 min wait time on the phone … we finally was able to fix it on our own . Valero station is very nice , very efficient . Would tell everyone just to go there .

Shalmar G 
Rating:
4.0

Customer did not leave a comment.

DEBORAH V 
Rating:
5.0

Customer did not leave a comment.

Kenneth C 
Rating:
3.0

They had to reschedule the truck for me because the system sent the cancellation to the wrong location. Also, the default for the rental should be the closest available truck and location.

Mira B 
Rating:
2.0

I originally reserved my truck at Louisville Muffler, close to my house, then they changed my reservation to the Preston Highway store halfway across town in one direction, I get there and they don't have my truck, so they send me to this Valero in New Albany, Indiana, way across town in the other direction from my house. It wouldn't accept the same debit card I used the last time about 6 weeks ago, even though I was prepared with the extra $100 in my account for the deposit. I had to get cash out of the ATM. I walked around to look at the condition of the truck before I left. The cable on the roll up door was broken on the right side, making it very difficult to open and close, but the box was clean. The cab of the truck was completely filthy. Dashboard, seats and floorboard. French fries, food crumbs and some big, thick gobs of goop in places. I went ahead and left and called about this as soon as I got home before loading. After dropping the truck off and doing self check in on my phone, it said I would get $100 refund of my deposit. It gave me the option of picking up my deposit at the drop off location during business hours, but they said they don't see that I am getting any refund. I showed her what it said on my phone, but of course she had to go by what her tablet said. So I changed it to have the check mailed to me and called U-haul that day to confirm and they told me that I should not have been charged a deposit on a one way rental, but I know they did and I have the contract that shows it. She said the drop off location may not have processed it and she couldn't see my receipt yet, but I would probably have it emailed to me by the end of the day, but I did not. She could not tell me if it took when I used my back button on my phone to change to having a check sent to me instead of getting it from the drop off location, since I was coming back to Louisville that day. I still do not have answers or my deposit back. I hope it comes before I have to be out of here for good. U-haul is usually the best, but this time was the absolute worst! I hope I don't experience any if this when I have to move my next load in a few weeks. It's bad enough I am one person with a back injury loading and unloading a 26 foot truck by myself on a very tight schedule, but having to deal with all this on top of everything else drains what energy I have and raises my stress levels in an already stressful time. I know all of this is not Vslero's fault, but they should have inspected the truck to be sure it was clean and they would have known about the issues with the roll up door and could have had that fixed before renting it out. I had already been through enough with my pickup location changing twice, especially going to 9ne end 9f town and it not being there then having to go the other direction across town and across the bridge into Indiana to finally get a truck. I just had to get started loading and get on the road to try and keep up and catch up with my schedule for other things.

Christopher W 
Rating:
5.0

Great service!

BOBBYE S 
Rating:
5.0

The app wouldn't load to let me check it out

Ariel L 
Rating:
5.0

Great customer service. Very friendly

David A 
Rating:
5.0

Customer did not leave a comment.

BOBBYE S 
Rating:
1.0

Customer did not leave a comment.

Robert R 
Rating:
5.0

Customer did not leave a comment.

Christopher L 
Rating:
3.0

It's a gas station so my expectations aren't as high as it would be for a regular U-Haul facility. I felt like I should have gotten some sort of refund back from my $137 that I paid since I did not use as many miles as was estimated.

Kenneth B 
Rating:
1.0

Customer did not leave a comment.

JEROME S 
Rating:
4.0

The person who "checks in" the vehicles was not present when we dropped off. However the cashier told me to leave the keys. A couple hours later I received a digital receipt and all was well.

Steven P 
Rating:
4.0

Customer did not leave a comment.

Laquisha M 
Rating:
5.0

Customer did not leave a comment.

CONNIE M 
Rating:
2.0

Maybe check the tire pressures of your equipment had to tire so low they wouldn’t register. But at least they had my equipment for me where I made my reservation in Clarkesville off of Eastern Boulevard did not have my equipment and sent me the next town over to New Albany to pick it up at a gas station, and they did not seem to be too concerned how much they were inconveniencing me and making me late to meet the movers for my home, also had 24 furniture pads in my reservation you all could not fulfill that part of it either but I do believe if you check my bill I was still billed for it , I thought U-Haul guaranteed your equipment if you made reservations , when I asked about that they seem to act like this was no big deal and also normal.

Kirk D 
Rating:
1.0

We had a reservation for 6pm, didn’t get the uhaul until after 7pm. There was marijuana in the door handle, smoked cigarettes in the center cup holder, the uhaul was left on 1/4 tank, and the person that was supposed to have been helping us get the uhaul told me that I was supposed to pay for all of the gas. I told him no. We only drove it 40 miles, and the gas gauge was barely down. They charged us $57 for gas. The guy was rude there inside, and I will never recommend this place to anyone.

Alexandria T 
Rating:
2.0

I didn’t check the back of the trick because the uhaul clerk said it was all set and ready! I won’t rent from the sub stations anymore I prefer full service Uhaul

LaMont M 
Rating:
4.0

Gentleman man was very nice and quick and efficient. Truck was great for what we needed but a little dirty and tons of cigarette butts in the ash tray

Aaron W 
Rating:
5.0

I thought the pickup process was a little lengthy on the mobile device; perhaps that could be pared down a little. Some questions were already answered when I booked online but were asked again when I arrived at the site. It took about 15-20 minutes to complete the process; fortunately we arrived a little early because we had people waiting at the moving site to meet us. Also, the additional equipment we ordered was not on the truck. We had to ask for it; otherwise we would have driven to the moving site before discovering it was not in the truck.

Robert Y 
Rating:
4.0

Customer did not leave a comment.

Todd J 
Rating:
5.0

Everything was fine

Daniel M 
Rating:
2.0

On the day of my move I was notified that the van I had reserved was not available. I was told I’d be given an “upgrade” at no extra cost. It was a truck instead of a van, at a different location, which cost considerable more for mileage and more for insurance. I was not happy but had no choice with no notice given.

Donna K 
Rating:
2.0

Equipment review only. Long haul (one way) moving must be challenging to maintain and keep a healthy margin, but the fleet needs updating. My truck had almost 60k miles on it and was a shake, rattle and roll. It lacked basic features such as power windows, mirrors and locks and Bluetooth audio. These trucks go through hell and back on a daily basis, but it should be a requirement to keep them much newer and modern.

Ben H 
Rating:
3.0

I couldn’t get my returned equipment receipt as the Uhaul web was hours behind so had to take pictures.

Steven H 
Rating:
2.0

I was overcharged

Jeremiah D 
Rating:
3.0

Customer did not leave a comment.

Gary K 
Rating:
4.0

Uhaul has sorely disappointed me this time. You guys couldn’t even get me the truck I requested on time and forced me to get a smaller one. For one of the largest moving companies in the country, I would think you’d have ample vehicles. I spent extra money for essentially nothing and then you give me a $50 coupon???!!! This is so out of touch. Truly it made me realize that your company is ran by morons.

Zack D 
Rating:
3.0

Customer did not leave a comment.

Justin H 
Rating:
5.0

Customer did not leave a comment.

Kimberly K 
Rating:
1.0

There was no assistance in hooking up the trailer. When I dropped the trailer off I was told I never should have touched the trailer. I had issues with the trailer hopping off my ball and it bent my trailer hitch chain hook up.

Richard T 
Rating:
5.0

thank u

alexander d 
Rating:
4.0

Not much my experience was really great.

Ronald K 
Rating:
3.0

Customer did not leave a comment.

Cheyenne D 
Rating:
3.0

Customer did not leave a comment.

Andrea Q 
Rating:
4.0

also a great experience, nothing to add for improvement

David C 
Rating:
5.0

Gas was available to fillup before turning in. He looked busy and I wasn't sure what he was asking for due to the masks.

David A 
Rating:
3.0

Windshield was cracked My checkout was terrible. Took 40 minutes. Didn’t get the trailer and $50 credit I was contacted about. Very dissatisfied. Additionally, AC did not get cold on 3 hour drive.

Joshua W 
Rating:
4.0

Customer did not leave a comment.

Cristine J 
Rating:
5.0

Customer did not leave a comment.

brittany l 
Rating:
3.0

I wasn't given a contract (no printer) and I had no access to a computer & printer so I couldn't download the contract. I felt uneasy dealing with this location, as a result, and that's why I dropped it off at a different location.

HUDA H 
Rating:
3.0

Customer did not leave a comment.

dana g 
Rating:
3.0

Customer did not leave a comment.

Jordan F 
Rating:
5.0

Customer did not leave a comment.

Jennifer B 
Rating:
1.0

Online pick up was a nightmare and will never use again

Katherine A 
Rating:
5.0

Customer did not leave a comment.

tana l 
Rating:
2.0

Customer did not leave a comment.

Zaneta F 
Rating:
5.0

My experience was best ever for a truck rental

Melissa G 
Rating:
5.0

Customer did not leave a comment.

herbert b 
Rating:
5.0

Very nice guy and girl.

Andrea M 
Rating:
5.0

Customer did not leave a comment.

Beverly C 
Rating:
3.0

The online check-in and check-out system would have been great if it worked better. It took me longer than it should to check-in and complete the truck review process with photos as the system didn’t work each time I uploaded a photo. Repeatedly it stopped working and I had to start the process over from the beginning. Fortunately it finally worked when picking up the truck but I couldn’t get it to work when dropping off and checking out of the system. I wasted about 45 minutes to an hour because of the problem. If I encounter any problems with it next time I will be sure to call right away. Customer services was helpful and courteous. However, I don’t think U-Haul should offer the online check-in/out option until that glitch is figured out.

Ryan B 
Rating:
1.0

By treating your customers with respect. I highly do not recommend this place it’s trash the truck was dirty very bad experience. They over charge you

chelsea h 
Rating:
3.0

Customer did not leave a comment.

james m 
Rating:
5.0

Customer did not leave a comment.

Lisa J 
Rating:
5.0

Customer did not leave a comment.

Steven M 
Rating:
3.0

Even though I checked in online, there was confusion and questions regarding my reservation.

Duane W 
Rating:
3.0

Customer did not leave a comment.

Scott P 
No reviews have been submitted for this location.

Additional Services at this Location

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  • Trailers & Towing

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