Customer Reviews for StoR
24/7 Rentals  |  U-Haul Truck Share 24/7^© Location

Rating:

2.0

The app is mind blowing Lee slow and glitched all the time period. It took me 45 minutes to check out my 15 foot truck. The next day the cargo van I picked up immediately had the fuel gauge fail and I had to call and hassle with that.

Rating:

5.0

So expensive i am already poor

Rating:

1.0

Using a phone app to rent and pickup a vehicle is NO substitute for dealing with a human being who can actually answer questions. The app worked poorly. It failed completely to geolocate the store location.

Rating:

1.0

Your online check in and check out was cumbersome and not supported very well. I would not recommend this process to anyone.

Rating:

3.0

Unattended rental location - OK, but a bit of a hassle with having to download app, await OK, etc. Had to call 5 times before I was actually able to drive off, as I did not get information on how to obtain my rental van.

Rating:

5.0

I was stressing trying to use the app, thankfully Gabe the contact person saved the day. I didn't feel the uhaul app was user friendly.

Rating:

2.0

Self pickup wasn’t as easy as it seems. The verification process with third parties should have been done earlier! I was sitting in the parking lot at my designated time, at night, with two little children and husband for over 30 min going thru the app and waiting for approvals. I was venerable, easy pray to crime. I wish the app would let me do that in advance so I could get there and access the truck within 5 minutes. Very frustrating!

Rating:

5.0

I just wanted to say that the customer service to help me get my cell phone working for the mobile app was outstanding! The customer service agent or tech that helped me kept me calm and was so awesome walking me thru everything. Thank you.

Rating:

1.0

The worst experience ever!!!!!! It should not take 2hrs to pick-up a rental!!!!! We We're not the only one's having issues!!!!! HORRIBLE HORRIBLE!!!!!!

Rating:

2.0

van was infested with cockroaches, so we returned it early and rented a different vehicle our last day. Van should be fumigated.

Rating:

2.0

Your app was slow and took me a lot of time checking out and checking in. The air conditioning did not work, but not that bad of a day so not a problem for me, just a lot of problems with the self serve app. I would like to pick up from a real person next time.

Rating:

1.0

The truck was returned with the same amount of fuel as when it was taken out, which was three quarters of a tank, not full. Yet I was still charged for the quarter tank to make it full. The website and scanning did not work and there were many other customers waiting and pissed off at that site. The air conditioning did not work. They claimed to be open until seven pm, they were closed by six. Employees in honolulu are nice but I feel bad for them that this site is so poorly maintained.

Rating:

2.0

Truck stalled and had to be jump started, AC did not work. App to pickup vehicle didn’t work. Took approximately a hour to get the keys.

Rating:

1.0

Have someone present.

Rating:

5.0

Both times I tried to rent recently the app wasn't letting me and neither was the online website. That was frustrating. Fortunately I had a contact number for Gabe over in Honolulu and it was only due to his EXCELLENT CUSTOMER SERVICE that I was able within a few minutes phone call or text to get exactly what I needed. Big thumbs up for Gabe. Please address the App and website to function more efficiently. Thanks uHaul. I'm a fan. Michoel G Kauai, Hawaii

Rating:

5.0

Your manager Gabe is an outstanding Boss and face of your company. You guys should be very proud to have him! He helped me tremendously and solved all my problems. Thank you Gabe! And also, the girls in Oahu at the traffic office who guided me through checking in and checking out really made me feel comfortable and we’re very thorough. I will be telling everyone I know about Lihue U-Haul mahalo for your service

Rating:

2.0

The U-Haul app was useless. Even though I was in an area that had great cell reception it wither took forever for the app to download and move from page to page or it just wouldn't work at all. Back to the drawing board... Both to pick-up the truck and to drop it off required a call to a U-Haul rep to get things moving. I wasted 45 minutes of time to get accomplished. The Reps were quite knowledgeable and patient to help me along. Good people, terrible software and software design.

Rating:

1.0

An app that works (considering it’s the only way to pick up and drop off a rental) equipment that is inspected. Someone on site.

Rating:

2.0

Trucks were in horrible shape, one had a 1/2 tank gas when it stated it was 5/8 One was missing the dolly all together. The app is horrible and this is the second time renting we had the same problem. Only positive was the customer service people I needed to talk to on the phone because the app and website wouldn’t work! All of this trouble wasted 1.5 hours of our time and I had to pay 3 people for that time. Horrible business

Rating:

1.0

I usually use a local company that rents trucks for moving, thought I’d give u haul a try. Never again. Worst experience, it took over an hour to self check in. Doing what is usually the trucking companies job, with no discount to me.customer service was terrible. I will warn everyone to stay away from uhaul

Rating:

3.0

Mobile pick up / drop off is not very clear. It took a little longer then expected and we ended up having to get someone on the phone to assist

Rating:

3.0

The self-guided truck pick up is a great idea! However, our app had some problems during our check-in and check-out. First, the app could not complete the check-in process and I kept getting the message that location is closed. The customer service representative was very patient and helpful. She sent us the link to complete our check-in via text messages. Also, she sent a tech to the location to give us the keys. During our check-out, the app crashed when I was about to take pictures of the truck. I didn't get any emails if the payment went through or verify that my check-out was complete. The customer service rep was able to confirm that I was able to check-out.

Rating:

2.0

Ripped off. 49.95 get my receipt and got charged 272.65 I’ll never recommend this company to anybody

Rating:

2.0

It was a highly inefficient pickup and drop off experience. The location idoes not have a good cell phone signal making the process extremely difficult. It took an hour to get everything resolved and on my way.

Rating:

3.0

cumbersome sign-up process took over 25 minutes, required verifications that I was not alerted to ahead of time, interfered with my moving schedule due to the delay at the rental site. Good thing I showed up 10 minutes early, otherwise I would’ve been even later.

Rating:

1.0

This reservation was made by uhaul as if the customer was the enemy. Not until the time of picking up our rental did uhaul decide to check references. We waited for 1.5 hours for verification. The app didn’t work and our phone calls were futile.

Rating:

5.0

Got charged double! Was mislead on what the terms and conditions were and 2days later we find out we got charged double. Customer service rep was not helpful at all and no compassion

Rating:

1.0

The truck would not start and I was stuck at Home Depot for 4 hours. I was supposed to get a refund but nothing shows in my account

Rating:

4.0

App needs a lot of improvement.

Rating:

3.0

Main office staff are on Oahu and did not know details for pick up of truck rental on Kauai. Had to finally be connected to off-site manager for check in and check out procedures. This took about 2 hours to check in and faster to check out.

Rating:

3.0

Uhaul App sucks

Rating:

2.0

The check in process for the mobile sites is flawed. I filled everything out in advance for the pre-check in a couple of days in advance with my DL information and everything required. However, during the check in process, not only did i have to do it again, but it required 2 other 'identification requirements' which included Passport, Lease, contacts to call to verify. This was never mentioned. I didn't bring any of those things with me. It cost 45 minutes waiting on hold and getting passed around between agents. Your systems had gone down earlier that morning so maybe that was it. But you should look into it. I love the concept of mobile and no issues going through app, that is all great, but the additional verification created a great inconvenience and missed some pick up times as a result.

Rating:

3.0

Change the tires. Tires are worn.

Rating:

1.0

The remote self serve location was not easy to maneuver at all. The app I was forced to use to retrieve the key from the lockbox is very 'buggy' and kept crashing in the middle of uploads. When I went to photograph the back of my drivers license the app 'entered' on it's own before I had a chance to upload the back of the Drivers Lic. Then it wouldn't let me do it again and asked for a secondary ID. Luckily I had my passport with me or I wouldn't have been able to get the keys. Took nearly 35min to complete the checkout process. And another 30min for the return process. basically doing your employees jobs at zero discount to the consumer. Really terrible and not user friendly.

Rating:

5.0

Pretty cool structure how you set that up without staff.

Rating:

5.0

Being 68, the ordering and processing online was somewhat scary, but everything went okay.

Rating:

3.0

If I could upload my driver's lisence ahead of time and just take a pic of me with my driver's at the rental location, I could have started renting the truck 10-min earlier as it was hard to upload driver's lisence front & back. I wasn't sure if it was o.k. to leave my car there, where there was no paking stall lines or signs. More signage will help customers in the future.

Rating:

5.0

I did not know until I arrived to pick up the truck that I would have to use an app and take pictures etc. definitely added 29 minutes to pick up and 15 min to drop off

Rating:

5.0

No improvements needed

Rating:

3.0

Have someone on Kauai on site during work hours. Had to wait 20 minutes to have someone answer the call. Then another 45 minutes to put all my information on an APP, and wait for an assigned vehicle and code. Another couple were also waiting for a callback. If there were someone on site we wont need to go to our phones to make a reservation on an APP, CC, License, etc input the information takes time. Location is good.

Rating:

5.0

Tim was a great help.

Rating:

5.0

The check in progress takes too long. Need to find a more efficient way of doing this

Rating:

2.0

Check in on mobile phone was absolutely horrendous. Took over half an hour then lock box was hard to open. Rep on the phone was helpful and patient with me, though. Turn radius on the 20' box truck is bad. Five dollar charge for using the furniture pads!!!! Drove thirteen miles and had to put in five gallons of gas which makes 2.6 miles per gallon. Ripoff!!! Will never use Uhaul again!!!

Rating:

5.0

5 stars for Customer Service to Tate.

Rating:

3.0

Have an on-site person to assist with delivery’ and return.

Rating:

5.0

Fix the check in app- very buggy

Rating:

2.0

The check in process took me about 45 minutes, which I was not prepared for. This included fighting with the padlock for quite a while, because the letters are so worn off that I couldn’t get the code right. it seems like it would be well worth it just to have one employee there to help. Also, the air conditioning in my truck did not work, which was disappointing. Other than that the truck worked out fine.

Rating:

3.0

Was charged extra on the rental, charged extra dolly, extra safe fee. Bad business and am filing a dispute.

Rating:

2.0

Picked up in one location, then was not informed that the drop off location moved. We went searching all over trying to figure out where to drop off. Tried calling the number before 7p and the recording said it was closed to call back during regular business hours.

Rating:

4.0

Checking in and out was too stressful. Cost was 19.95 per day plus 1.19 per mile we traveled a total of 29 miles and spent $20 dollar to fill up tank and added ins. We ended up paying over $80 dollars in total. Also returned van same day. I would rather borrow a trailer from my friend to haul. Mahalo, Naomi

Rating:

2.0

The lack of an actual person present to help with pickup and dropoff makes renting much more difficult. This is my 3rd time renting with this service and each round has been confusing, complicated and overly stressful. Seems like it could be made much better by having a representative on site.

Rating:

1.0

Stop the self-serve experience. The robot app is an idiot. Create a real U-haul yard and store.

Rating:

5.0

I did appreciate the stickers marking known points of damage which made it easy to know what to report for new or unknown dammages(there really were no others). The inside of the van was a bit dirty, the walls were grimy and the floor mat a little muddy. The process for rental was streamlined and stress free which I totally appreciated.

Rating:

1.0

Nobody is onsite, needs a real person to be there when customer arrives to pick up the vehicle and drop it off. App on smart phone is lousy and requires too many steps to acquire vehicle. I needed to call U-Haul rep to walk me through the process which took me over an hour before I finally got the van. Same thing happenned when I dropped it off. Lousy app did not work, so I had to call a real person to check me out.. Will not rent from U-Haul again.

Rating:

5.0

Mahalo

Rating:

3.0

Check-in using smartphone was frustrating. Connection was slow. The requirement for additional ID information was ridiculous (passport, contact numbers, etc.). It worked but was stressful. Why can’t ID information be uploaded ahead of time?? Then just a quick selfie at the location would be all that is required. Come on uhaul. It’s almost 2023. You can do better than this.

Rating:

1.0

worst online experience EVER!!!!

Rating:

3.0

Info on local dump regulations and providing paperwork for that.

Rating:

5.0

Wifi was week to log in. We got the unit at 4pm and received a message that we had to return at noon

Rating:

5.0

Your online app is very sophisticated and may prove very difficult for most people, you will lose a lot of customers due to this sometimes very confusing checkout process. Need to make the app more user friendly or simply have a storefront. You are probably losing 1/2 of your potential customers

Rating:

5.0

Easy rental Super stinky sour milk odor that didn’t go away

Rating:

4.0

Not too SURE about the "Clean Up Fee" of $50.00. I should have answered "YES". Because we DID CLEAN" the Rental . .. Would have rated the overall to - EXCELLENT or ABOVE AVERAGE . . . But, must say - This Vehicle & FIRST TIME USER on this U-HAUL ~ Our Experience Was EXTREMELY FUN & WORTH EVERY PENNY!!!!!!! Mahalo nui loa a me Ahui Hou, Rochelle "Chelle" T. Stark-White (808) 720-0160, Cell P.S. WE HIGHLY RECOMMEND YOUR BUSINESS SERVICE TO ALL OUR FAMILY & FRIENDS ! ! !

Rating:

5.0

Just do it!!

Rating:

5.0

Everything was great when I call the office number she was very helpful thank you

Rating:

5.0

Though reservations were made for 5 trucks under my personal name, HNL reservations was able to help me convert to a corporate account. I was not present for any of the pick ups or returns but having the new(er) location and more equipment available on island is a huge plus! HNL staff Sadie and Tasha extremely helpful! Thank you, Bob

Rating:

2.0

its self service only and inventory is small.

Rating:

1.0

Poor reservation system, there is no office open for this location makes harder to get reach out.

Rating:

5.0

The only issue I had was with the U Haul app not working for vehicle pickup, however the employee I reached on the phone was extremely helpful and efficient. Even then, the U Haul app that tries to scan the back of my drivers license wouldn't focus and get a good capture, but the agent said that happens often and we skipped that step. Spend a few $ to get your technology working correctly, but otherwise a A+ experience!

Rating:

5.0

Attendant at return location was very helpful and curtious

Rating:

5.0

Super easy and convenient. 5 Stars!

Rating:

1.0

Make it more clear about all the up charges!!! That’s ridiculous how many things you up charge without making it clear!!!

Rating:

1.0

You need a better check-in and return process. It took 1.5 to check the vehicle out due to internet issues. I could not check in the vehicle--tried for 2 hours--because it said (over and over again, as I tried numerous times) that I wasn't at the location when I was in the correct parking lot with the vehicle. I had to leave the vehicle in the lot and come back the next day to get phone assistance to get it checked in. It's fine to have self-checkin/checkout, but you need wifi or a signal booster to make it actually work.

Rating:

4.0

It was difficult to open lock box. Another customer was trying for about 3 hours. And the steps to CR NEED A BKACK AND YELLOW STRIP I FELL ATRAIGHT SDOWN AND SCRAPED MY KNEE HIW EMBARRASSING.

Rating:

4.0

while it was difficult at first to use the online self rental, once we received assistance from Brenden in Oklahoma we were off and running! If not for his help with a technical glitch, we would have been in TROUBLE!!

Rating:

1.0

The location is hard to find because there's no sign or address of you won't be able to find or use the service without GPS or location settings on, they aren't up front about all of the charges, even in the fine print it's not explicitly clear what you will be charged for what, they billing receipt isn't clear either, and they added another charge onto it after the fact I will never use uhaul again, they're unethical and sneaky

Rating:

1.0

Your mobile app is terrible. I would really like to set something complementary but I cannot. Every time that a link was sent to us to use to complete the various transactions involved they didn’t work. When we picked up the van at the stated time, we incurred so many problems that it took two hours in duration to troubleshoot and resolve this issue with your customer service. When we came to return the vehicle we encountered the same problems. Fortunately it did not take as long but it was still problematic. Suffice to say that I will not be using U-Haul any longer. The only redeeming aspect of our situation is that you have very good customer service and staff members. That being said, they should not be the ones working so hard to resolve issues within your software. The mobile app should work as intended. I scarcely doubt that your CEO has ever really used the mobile app in real time in a real world situation. If change doesn’t come from the top down then you are continually doomed to fail. Sorry to say, you’ve lost a customer because of these inconveniences that caused unnecessary stress and time lost on my vacation.

Rating:

5.0

We had rented an appliance dolly but it was not in truck. Luckily the regular dolly was though. Location very convenient and well maintained with plenty of room to navigate a large truck.

Rating:

4.0

We got there and had no idea which truck would be ours, how to get the key, etc. We had reserved the truck for 7am and I was told there would be someone available by phone if we ran into difficulties with the self service. However, we couldn’t reach anyone at any of the numbers until nearly 8!!! Also, I couldn't complete the checkin info until I got the final info from a live person. As a result, the form didn’t save any of the info, so no sense telling people to complete the form ahead of time. I must have input the primary driver info and destination address at least six times before it finally saved it!!! Other than those issues, I was impressed with the cleanliness and maintenance of the truck and the otherwise helpful phone staff.