Customer Reviews for Stearns Petroleum
(U-Haul Neighborhood Dealer)
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.
Customer did not leave a comment.Adnan M.
You guys were fantastic. Fast efficient, friendly, No improvements neededMark C.
I booked the Uhaul truck at your Chatsworth, Ca location which was only 1.2 miles from my residence. I was shunted and tossed around to 2 other locations in Simi Valley in the last minute today morning and to a location which was 20 miles away. Charging unnecessary miles is not acceptable. I talked to Traffic Manager Mr Antonio at 1800 382 3449 who said he will give a statement credit for $ 50. Please give Credit for $ 50 and update the billing Thanks AjayaAjaya G.
Customer did not leave a comment.Kayley C.
Just keep up the good work.Eddie F.
Customer did not leave a comment.Patrick B.
Good, first experience. I'll definitely, will try again.Marlen D.
Won't be coming back.Patricia A.
Truck was in poor condition.ALAN H.
Customer did not leave a comment.Anna M.
Used the mobile pickup. Very easy and was very pleasedCRISOFORO A.
The gentleman behind the counter was extremely rude. As it was my turn in line to be helped he then looked past me to help the guest behind me. I then let him know it was my turn in line and I was on a time schedule he threatened to not rent to me. I have never had such a terrible experience. I was so taken aback by the threatening way this man spoke to me I started crying due to feeling so completely uncomfortable and afraid.Terri S.
We know it is a moving truck but before giving to next customer a simple deodering will go a long distance in terms of showing you care.Firoz A.
I have rented from Uhaul 10+ times over my life - THIS TRUCK! The engine was SO LOUD you couldnt hold a conversation - it was a really rough ride & the transmission acted a bit weird on the freeway and wihen speed increased engine noises got louder.. The people at the station WERE EXCELLENT & helpful. This is my first experience with UHaul that wasnt a 10, so I thought it important to let you know. Im NOT a complainer! Thanks.DAWN P.
The computer was down both when I picked up the vehicle and returned. So Kenny had to call somebody to complete the transaction both the times. Improve the reliability of your computer.MOHON K.
I feel I was WAY overcharged for gas. I put in 3 gallons when I got back and was also charged 25+. My $19 rental cost me over $80!.Jim E.
Forgot to look at odometer before I started. When I returned they had me driving 173 miles instead of the 73 I drove. Called the 888 number. They said the last driver registered only 6 miles. They agreed that was unlikely and believed I didn't drive 173 but said there was nothing that could be doneJohn N.
Customer did not leave a comment.Jill D.
Customer did not leave a comment.Craig H.
I was told $0.56/mile on the phone and also UPON ARRIVAL to get the truck. He said that's the price. Now I was overcharged at a rate of $.89/mile.lee T.
Customer did not leave a comment.Chad H.
Please do not giveaway my reservation next time, everyone extremely helpful, neutral mood, got ot taken care of and successfully had a safe and expedited move, thanks u-haul!!MARK W.
They need to make sure the truck is really clean. I cleaned it before i use it. Really dusty and some mud inside. When i opened the back triple the Dust, i think someone load bags of cement or something... i used my blower to remove some of it but the dust is too tick. I did not use the attic side of the truck but when you go inside and look closely you will see how thick the dust is. Aside from that everything went well on my rent.Patrick I.
Truck was VERY dirty. Full of dirt.BRITTANY S.
Customer did not leave a comment.Grant K.
I am very happy with the service We received from the staff at Stearns petroleum, they where very helpful and courteous to us We first went to Northridge U haul on 18160 Parthenia and Lindley at 8.45 am when online search showed that 15' and 17' trucks where available here But we where told when we arrived that only 10' and 26' where. I then called the another U haul Autoworks 8184570116 which also showed trucks avail online but they didn't . we where told to call and reserve our truck from U Haul of Simi Valley at 1577 E Los Angeles ave Simi valley as they had one available according to the U haul on Parthenia. we ordered online while we where on hold to speak to an agent as I wanted to be sure it was still available. I then waited to speck to agent for 30 minutes to be sure that we had the truck reserved as it said it the earliest pick up would be 10.30 when the agent got on phone she told me well she is not sure that they would need to call us when I asked is my reservation confirmed she said she would transfer me to that department to be sure we stayed on hold for over 117mins but nobody every came back on the line, called us or texted us. while I was still on hold I went back online to our reservation to look again only to find that the reservation was moved to Stearns petroleum I then hung up and called them and verified that our reservation was there and ready this young man was very nice and helped us. but we should have never been left on hold that long and should have at least been called or texted about the change of pick up as if I hadn't looked at online reservation we would have driven to the wrong place and wasted more time. also your website should have more accurate information and update more frequently on availability...Misak M.
Placing the order for renting the truck was a breeze. I especially want to commend the attendant at the gas station, Emilio. He was very thorough and attentive to my needs. It's very rare to find such great customer service nowadays. He's a true asset to his company. Thank you!JULIO L.
The van could've really used a washJAMES P.
Customer did not leave a comment.ROSITA C.
Great service!Beatriz C.
It was an odd place to pick up a truck, I reserved an appliance dolly and then didn't get one when I picked up my truck.. got the run around, was sent to â€œa real u-haulâ€ lot and still they could help!! Finally Anna helped and reserved me a dolly in a nearby city that I had to pick up early the next morning so I could do my move w/the people expecting the dolly!! Very unprofessional!Sandra R.
Customer did not leave a comment.JUAN M.
I haven't rented anything from U-Haul in over six months. Why am I getting this survey now?Inda C.
Cesar was extremely helpful and kind.Javier P.
super easy & clean! worked perfect!!NICOLETTE M.
Customer did not leave a comment.WILLIAM F.
Customer did not leave a comment.JESSICA S.
Please be advised that when Uhaul gives you a reservation number, and confirms your order one day before you pick up your rented vehicle, it means ABSOLUTELY NOTHING!!! Apparently, the term customer service does not exist within Uhaul. Briefly, I reserved a van for this weekend, received many confirmations, but on the morning I was driving to pick up my van in Sherman Oaks, CA, a Uhaul employee called me to say that the only place that had a van for rent was in Simi Valley, more than 25 miles away. As anyone knows when you want to rent a truck or van, timing is of the essence, and most of us depend upon this timing to get to move out of your residence. After I calmed down, I realize I had no choice but to drive another 25 miles to rent a van. I then received via text that a van was waiting for me in Simi Valley. After being on the road for another 40 minutes, and when I got to Simi Valley, I saw a van in the parking lot. While we were completing the paperwork, I told the employee how happy I was to see the van, as I am not really comfortable driving a truck. This employee told me that the van was for someone else. When I showed her the confirmation text, she said, no one from corporate told her the van was mine. I was so close to losing it, but realizing that time was my enemy, I ended up with the truck. I will never use Uhaul EVER AGAIN!!! This review will soon be on Yelp.JONATHAN M.
Customer did not leave a comment.Scott C.
Customer did not leave a comment.Jeffrey S.
Customer did not leave a comment.Catherine G.
Customer did not leave a comment.Charles C.
Customer did not leave a comment.Michael H.
I will never rent from Uhaul again as long as I live. Your online system is a disaster. And your service at your non uhaul branches is terrible. Every step of the process just flat out does not work. On your website I set up the rental on the van I wanted to rent and it gave me the option to â€œcheck outâ€ in person. I show up in person, I am told I cannot check out in person. I am also told the furniture blankets I was told were available online are not available as they never had these available ever. (Same as the last satellite store I used actually!) The customer contract I was texted and emailed did not open. The document was not a functional document. I'm tried opening it on two different phones, 4 different apps, and a desktop computer. Does not open. So I cannot check what time is in the agreement to return, so I show up today and find out I just barely made it on time. I am also forced to go inside to return because the return process online does not work. The lady was very nice, and the van was in good condition, but JESUS was EVERYTHING ELSE about the process a complete disaster. This is not that difficult a transaction. Could have been completed by a monkey. Maybe would have had a better experience had it actually been through a monkey. I'm done. Good luck, you guys. You are gonna need it.Brian G.
Very low customer service She don't know how to Take care the customer car inside and outside it's super super dirty Unbelievable Zero star for everythingPedram M.
I am used to picking up the truck using my phone. This time the app said the vehicle was set for "hand delivery". Being a gas station, I had no idea what this meant and it caused a lot of confusion and a 45 minute delay. The message needs to be more specific in that you should find a person at the location to complete the pick up.JOHN P.
Customer did not leave a comment.Hady C.
Using the online service was easy to use and smooth. Thank you very much to think on us your customers.Carmen H.
Customer did not leave a comment.Amin M.
Truck was very dirty inside and out. Attendant was great and the location easy.Guy S.
Make sure I am and or customers a email or text for drop off location TIME. I left at 3pm to drop it off and was texted at 3:16 to have it dropped off at 3pm....on Tuesday the due date. I should have had a email Prior, and I am still waiting for my 100$ deposit credited back.ben H.
Customer did not leave a comment.Scott T.
Exact specifications for travel. The guy at this location said ee would her charged more or less depending on the miles driven. But didn't tell us how many that isalexis S.
Not the pickup location's fault, however UHaul changed my pickup time so I had to call UHaul to change it. However, the gentleman at the pickup was not very friendly and could not communicate very well and took a very long time to get me out the door once the mix up was cleared up. He did not seem to fully understand the UHaul system.Karen M.
Make it easier to return earlyLee A.
Customer did not leave a comment.Aimal A.
Because this location is NOT a U-Haul Facility they do not have any trucks or supplies on hand. They ensure the truck you rent is there and in good shape, along with any supplies you prearrange to have. The problem is that if anything goes wrong or you need to make any changes, this facility does not have the capacity to help you because they only carry what you prearrange to have.Jeffrey S.
Customer did not leave a comment.michael G.
I was charged the amount predicted but not the lower amount the phone app indicatedTerry G.
Reserved our 10' truck online. Went to pick it up and was happy with the whole process. Quick and easy. The vehicle was clean, newer. Gas tank was right at 1/2 full. I also reserved use of a furniture dolly which was provided. FYI - this location is actually a 76 station that apparently does U-haul on the side.Jeff G.
Unit was wedged in and I had to get someone to pull it out (why wouldn't they know to have ready at reservation time? Attendant totally unaware of how to give basic instructions but was pleasant.erik E.
This was an overall horrible experience. The gentleman at Stearns Petroleum had NO idea what he was doing. Along with a language barrier I finally called to have someone translate. He gave us a Uhaul with NO gas in it. Was told we were going to get a fuel credit put 50.00 of our own money to fill up his uhaul then when we dropped it off the fuel credit was not applied. The gentleman at the station charge us full price along with the 50.00 for the fuel. I called Uhaul a gentleman answer and I told him what was going on. His response was â€œwell what do you want me to do about it?!â€ Umm how about you look into the situation and do your job. He told me to call the gas station. The gas station answered and did not speak English. I finally called Monday morning and spoke with a gentleman who was able to help me. I would really consider pulling Uhauls from this station to prevent further headaches for others!Jeffery R.
Horrible! We had reserved truck in Camarillo, received a call the night before that the truck was not available, referred us to Oxnard, which didn't have it available until after 11:00, Camarillo reserved us this truck in Simi available at 7:45. Got there at 7:45, they said they can't access computer system until after 8:00. The truck was filthy, cigarette butts all over inside cab and box, reeked of smoke, gas tank was empty, they didn't give us the appliance dolly we reserved. Do not patronize the place !Deborah M.
Trying to rent on line didn't work, but over the phone it was easy. The person was very pleasant and helpful.Joanie N.
Everything was good expect the empty tank of gas. It cost me and extra $80Tim F.
The service rep was a gas station attendant who didn't really know how to operate the UHAUL system. It was also hard to communicate with him, he didn't speak in full sentences. I got there at 7:57 and did not start driving the truck until 8:30. Also, on the app I entered that I wanted the Safemove coverage then during checkout the attendant just grunted "Insurance?" and I said no because I didn't want supplemental beyond Safemove but that was what he was asking about so when I checked out I didn't have the coverage. Had to call the owner and then Uhaul directly. Why do I enter it in the app if I have to do it again at the pick up? Overall, the communication with the attendant was just terrible, in the future I'll probably never use the app again and instead go directly to an actual Uhaul center because the service there is better. Honestly I was completely disappointed with the pick up experience.Kyle T.
Customer did not leave a comment.Derek H.
The location and the attendant were excellent. However, my online experience was awful! After enrolling and reserving a truck through your Web sire, I was led to believe that I could go to the location, show ID, and quickly pick up the vehicle. My experience was embarrassing and lengthy! I was asked for my "employee ID number" (I'm retired), for a passport, to add a personal photo, photos of my drivers license, and lots of other personal information, while the attendant was on the phone with a U-Haul rep, and trying to serve other customers. If you needed all of that information, why didn't you ask for it when I made the reservation online? It was a terrible customer experience, and delayed my plans that I needed the truck for.Orrin C.
Customer did not leave a comment.Matthew N.
Cashier was kind, but was not trained in how to rent the trucks out. I had to sign up online because it was the only way she could check me in. Reserving online led to multiple reservations, which led to being double charged. The next morning (early) my phone rang seven times in a row, when I finally answered I was berated by a customer service manager that said my card didn't go through. I explained I had already been charged and hung up. He continued to call me for hours and just kept telling me he needed me to pay again. In the end I had to dispute the second charge with my bank. I will NEVER re t though this place again. Terrible experience.Ashlee F.
Cesar was very helpful and made the rental process easyKendra F.
I am not sure why my work employee # was needed; I am not used to being asked for it. Do not charge people for the check out time, as I noticed the check in time is on the customer. Some have shown up on time, but check in took too long. For customers, I would suggest they check in/check out at the least busy times of the day, for that location. Cesar was pleasant for check in, as was the person who I checked out with. There is only one person there, so, for the convenience of having Uhaul close by, we need to allow for some inconvenience. CHECK for damage! I found a damaged light that a previous driver must not have compensated for the tall box truck and maybe some tree branches. Budget for the mileage, because that, and the replacement gas, adds up.John L.
The location was great the employer was excellent and had a great attitude in fact he made the experience a little better, however I didn't like that: 1. my truck was at half a tank and therefore I had to immediately fill up upon retrieval, this also makes it harder for customers to gauge how much money will be spent by not using all of the gas instead of getting it at a full tank. 2. I requested furniture dollies and they weren't available even though I was told they would be in my order. 3. I was moved around to a few different locations before being told that my rental was 15 miles away from where I initially would be retrieving it, in turn adding 2 extra hours to my trip.Devin H.
Customer did not leave a comment.Randy V.
Customer did not leave a comment.Ed T.
A little overvalued for the time & distance. The mobile check in took way too long. After finally submitting for live review, I sat there staring at the screen for 6 minutes before it had even assigned it to an actual representative. She took an exorbitant amount of time, just to come back an tell me my self portrait was not acceptable due to my sunglasses. When I finally was approved to leave, it indicated my start time was 20-30 minutes in the past.Sean C.
Employees were friendly, however, they did not seem to know how to rent out the trucks or equipment. Took us over an hour to finalize our transaction and leave with our truck. Was told to drop off our truck at it's final location on an empty gas level because the truck was given to us on empty (30 miles left until empty -1/13 of a gas tank to be exact). Did not obtain a rental contract stating the gas level because this was our first time using U-Haul and didn't know that was protocol. This is now costing us because our drop off location is charging us for a quarter tank of gas.alexandra B.
Customer did not leave a comment.steve A.
Friendly service.George J.
Customer did not leave a comment.Barbara B.
Customer did not leave a comment.chih C.
First off, this location is not a Uhaul location, it is a 76 Gas Station that just happens to be a drop off location. Change what it says on the website, and just put "76 Gas Station". It took me about 20 mins to figure out that I wasn't suppose to be dropping it off at the storage unit across the street. There was 0 signage anywhere in or outside the station stating that's a location for drop off. 2nd off: The guy who worked there was VERY nice, however, he stated that they only had been accepting Uhaul for 5 days so I needed to check out using my phone. This took time to download, login, fill out the information (name, mileage, pictures of the truck). By the time, I found the location, downloaded my app, and took pictures, I was 20 mins late past my checkout time resulting in having to pay an additional $56 fee on top of the $165 I paid to rent the truck. I thought Uhaul was suppose to be the cheapest in the area for local moves. What can you improve for the next customer? Get signs up on your drop off locations. Make sure the website states what exactly it is, and give the customer an in person way to check out. Don't force me to use my phone. What would I have done if I didn't have my phone?Joshua B.