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

Rating:

2.0

Make sure that the truck is clean and don’t reschedule their pick up location saying there was an in person check in available, when there was not.

Rating:

1.0

The clerk claimed the equipment was not working - they could not input our information nor close the transaction We waited over an hour to receive the vehicle and it took 40 minutes to close the transaction We have rented trucks from other locations with ease; we will not return to this location

Rating:

1.0

Nothing was ready on time like said

Rating:

1.0

I had to do the rental for the guy bc he did not know what he was doing

Rating:

1.0

Had to wait almost 3 hours to get my rental. System kept on having issues and were not able to process the documentation.

Rating:

1.0

Showed up and person at counter said they were not trained on the uhaul product. Had to call uhaul and it took 45 mins to get keys.

Rating:

5.0

i reserved a 10' truck but was told none were available, however i could get a 15' for the same price. when i arrived there was a 10' on the lot but I was told it was " unavailable". When I returned my truck in the afternoon, that 10' truck was still there. I was forced to take a larger truck and therefore pay more for gas when it appears i didn't have to. I would appreciate knowing why I wasn't able to get the truck I wanted when it clearly was available at the location I used.

Rating:

5.0

Inside of cab was dirtier than expected other than that a good experience.

Rating:

3.0

You guys, without a doubt, provided me one of the worst experiences. Having me drive an additional hour out of the way as an out of pocket expense for my ride to the middle of nowhere in Fenwick, coupled with being on the hook for the additional gas for the truck, with barely any notice whatsoever leaving me scrambling and frazzled. Your customer service reps on the phone clearly don’t want to be working there, and provided little to no empathy or assistance in resolving any issues. The rep at the Shell in Fenwick, as well as myself, were stuck using your terribly outdated phone apps to go through the rental process, that of which I’ve had to input my information several times and STILL had issues in which information of mine from nearly a decade ago was referenced instead. The entire experience was incredibly poor, I’d never recommend U-Haul to anyone, and when it’s time to move again in the future I’ll go with literally anyone else I can rent a truck from specifically to avoid dealing with your poor service again. U-Suck! >:(

Rating:

1.0

According to the promissory note that was included with my email today dated 7 October 2022 information on the promissory note is incorrect in many different ways. I called U-Haul from the Shell on Highway 20 on Sept 28, 2022 and I was told that up to 150 km was at $.59 a kilometre, plus the $19.99 for the daily rental of the vehicle. Anything above and beyond that 150km was $.20 a kilometre. I only rented the truck for two days from Wednesday Sept 28th to Friday Sept 30th, on the promissory note it states that I rented the vehicle for three days which is also incorrect.

Rating:

4.0

46 Kilometers costing $49 plus $29 for gas over and above $40 for the truck is not worth it!!

Rating:

2.0

i was overcharged for the rental an have asked twice for it to be refunded with no results

Rating:

3.0

Truck worked well. Had an exhaust leak which filled the cab with exhaust fumes making an uncomfortable drive.

Rating:

5.0

the time for return was changed from 2 pm to 10 am which i was unaware of. the regional manager was very helpful during the return process though.

Rating:

5.0

Mike and the staff and the Fenwick location were amazing and very helpful. Will return again.

Rating:

2.0

I think my mistake was not using the online check-in on my cellphone. I was expecting the location to be like a traditional car rental office, but the cashier had to phone a couple of people for help to process my check-in, with the result that it took almost an hour to get the truck. Also U-Haul sent me an email saying that the location of my pick-up had been changed, without telling me what the new location was. Consequently, I had to spend time on the phone to get the information. My impression is that the U-Haul organization is understaffed.

Rating:

1.0

We did the auto check at a Shell dealer in Fenwick On, what a nightmare. We had to bring some things to a trade show in Toronto so timing was very important. We arrived at 6:30 am to pick it up, only to discover the UHAUL dealer never sent the email with all the instructions to do an online reservation and pick up. And they weren't open for another 30 minutes, that time was lost...then a staff shows up who has no idea how to help us, and we start getting on the phone, first with UHAUL Central some call center where you can't hear anyone clearly, and then a more local UHAUL office who confirmed we were never sent the email online vehicle release instructions, another 45 minute delay. They finally figure out a way to release the truck and I get in and it is dirty with food on the floor and sticky steering wheel, dash, seats and terrible smell and the tank is empty.????Actual dealer never shows up to assist and the staff there is not trained to do anything. We then finally fill up the truck to go and return on Sunday night, evening before it was scheduled to be returned and again no dealer. Staff says you were supposed to return it tomorrow, you will have to wait. I said for what, until tomorrow....no she says, I have no idea what to do I will have to call the dealer to come in. I said I have been working 3 days straight over the weekend, no I am going to wait for the dealer to come in, he or someone trained to receive a vehicle should be here and it is your job to know how to process a vehicle return. So I was supposed to wait until the dealer came from home or wherever....Next morning I get the billing, I returned it with more gas then was in it because it was empty when I picked it up, which has never happened to me before and he charges me for $32.00 in fuel???? and $45 in insurance which I did not ask for as we have our own coverage. The truck had 100K miles on it and drove terribly, dealer was a complete NO SHOW, did not do his job, staff not helpful and actually rude, truck was filthy and we lost super important time because we were never sent the online pick up instructions, what a bleeping nightmare and now I have to advise my CC co. to refuse the charges and go through all of that. NEVER AGAIN AND WE HAVE PREVIOUSLY RENTED A LOT OF TRUCKS. Never go to this dealer for sure and frankly evenly UHAUL Central just plain rude and terrible service.

Rating:

2.0

When someone makes a reservation, have the equipment available and the correct size.

Rating:

1.0

Attendant made accusations of damage that was not done by us, but didn’t bother to check the truck with us at pick up. He was extremely slow with pick up and drop off. It took way longer than it should have.

Rating:

3.0

Do not add additional unauthorized charges to bill

Rating:

2.0

Truck was not available at our confirmed pick up location and we had to drive out of town to get it. This put us very behind when moving my mother. No one could answer why this was. We were at the location for an hour before all was approved and we could leave. Things shouldn't be that difficult. Man there had to serve all gas and store customers while we were forced to wait for him to deal with all of the customers.

Rating:

3.0

Way to expensive. Was 130.00 dollars more than I expected. Not impressed.

Rating:

5.0

The person who took care of me went above and beyond since I was a little lost and she came out from the store asking me if the truck was to return. She was amazing.

Rating:

3.0

Speed of service. The tablet the attendant was using was very slow, see often paused my transaction to assist other customers who were waiting to purchase gas because the tablet was running so slowly.

Rating:

5.0

I filled up at this station but put in $40 to $50 too much gas. I think I should get a credit, please let me know

Rating:

2.0

Provide a truck that has proper alignment, breaks and a gear stick that goes through gears smoothly.

Rating:

4.0

My original reservation was cancelled because I showed up 5 minutes late and the business was closed. Had to make a new reservation for a smaller truck and absolutely ruined my move . Thanks for nothing!

Rating:

4.0

The girl who helped me was very nice. Answered questions that I asked. I even phoned them the next day after returning the truck for verification that I didn’t receive from St Thomas drop off.

Rating:

3.0

Pity that though I registered license online, they had no info about me and had to re-enter all data.

Rating:

3.0

Having the representative more prepared and a better understanding of the check-in process on the iPad would be recommended.

Rating:

5.0

Mahmood tried his best. The damn tablet kept freezing on him.

Rating:

3.0

EVERYTHING WENT FAIRLY WELL, HAD SOME INTERNET ISSUES AT LOCATION DURING PICKUP. SLOWED THE PROCESS DOWN SLIGHTLY.

Rating:

5.0

While I scheduled the truck for 2 days, everything worked out and I was able to finish in 1 day, so I rushed to get the truck back within 24 hrs, but there was no refund for the second day, and that was really disappointing!

Rating:

1.0

The poor lady at the Fenwick location had no training and did not know what to do. As a result it took 40 minutes to wait while she figured it out . Poor Karen and same on the owner of that Shell station for not training his staff

Rating:

5.0

Location was nice, overall experience with uHaul was horrible. My information was incorrectly entered by the phone operator, my reservation was cancelled without any mention to me, I tried to pick up a truck without knowing it was cancelled. Horrible experience from the start with the company in general.