Customer Reviews for White Horse Liquors
(U-Haul Neighborhood Dealer)

Rating:

1.0

Service was obysmal. Location barely able to service the most basic requests.

Rating:

1.0

Very unprofessional.

Rating:

1.0

very rude customer service who pounce at the opportunity to overcharge. also got hit one by the guy who managed my rental.

Rating:

1.0

The customer service is very poor, unprofessional I will never go back here anymore. The van he smells terrible and there a lot of hair all over the seat and the back. I will never recommend this to anyone I have a bad experience.

Rating:

1.0

The clerk person was rude and had attitude when working with customer due to a scheduling issue.

Rating:

5.0

Very friendly attendant

Rating:

1.0

One of the worst customer experiences I’ve had

Rating:

1.0

Didn’t receive a receipt with the breakdown of charges. They made me remake the reservation only to charge me extra at the end. They didn’t have equipment that I requested when I reserved and if they charged me for it or not, I simply don’t know because I never received an actual receipt via email which they told me they had sent. I had attempted to reserve a dolly which wasn’t in the truck as they stated it was, and the one they tried to rent me was from their store itself (a small one unsuited for our needs). I appreciate that they offered but it wasn’t sufficient. They also overcharged on the level of insurance that I asked for, and when I tried to ask about it the guy raised his voice at me. Wouldn’t go back to this location.

Rating:

1.0

Hi there, I had a really terrible experience with U-Haul. First of all, the agent from whom I was picking up the vehicle was really creepy. He said some comments to my friend who was with me that were very uncomfortable. Second of all, the agent was very untransparent about the pricing. He didn’t tell us the price and requested my card. I asked him how much it was but he didn’t seem to speak English well. I found out he added CDW coverage and we did NOT want that coverage. I am writing to request a refund of those funds because we specifically requested no coverage on the website when we made the reservation, but the agent added the coverage without telling us. Thank you in advance for helping make this right. Tyler

Rating:

1.0

Cargo van came with less gas than what was indicated. Drove 10 miles and attendant noted that I had used 1/4 of a tank of gas meaning I had to pay gas/gas service charge

Rating:

5.0

Excellent customer service!

Rating:

1.0

It was wild. Picked up at an unmarked as a u haul location except for a few u hauls parked away from very visible street view. The pick up was made totally difficult by the person inside the store checking the rental out. He was incapable of communicating and vecinas instantly impatient as I asked for any details —-including why he needed me to fill out the form on site as opposed to telling me yesterday to do when I had called the location to reserve..his customer service skills were void. I ended up having to call u haul customer service and keep the agent on the line on speaker as I dealt w the perosn at the location. As well when I said plz let me talk to an agent can u call he said u call—the number is 1800 u haul. Ok. Anyway aftwr he wasted an incredible amount of time in an already small window of time we finally got the van He didn’t come to do an over view and told us nothing about anything. I’m scared to complain bc they have my is on their tablet. Basically the impasse happened when I asked to put the other driver on the contract and when he couldn’t figure out how to do so he said to me and the other driver—it’s ok just use the one driver on record (me ). So u can have two drivers but it’s legal and good advice to say that’s ok? If he would have been even remotely friendly and helpful I would not be writing to alert u that the location is sketchy the guys working when I went were not good. Thankfully when I returned the van the person on site was great. Thanks

Rating:

1.0

There was a problem with the van not being ok’ed for checkout by Uhaul corporate. I waited almost an hour while they waited for corporate uhaul to change the status of the van so I could use it.

Rating:

1.0

This particular store (White Horse Liquor) had terrible service. They over charged me on fuel by knowingly inflating the record of the original fuel gage. Luckily I took a photo before I rented it. However, even after acknowledging that there was an initial discrepancy between the recorded fuel and the actual fuel (my evidence clearly shows there was much less than 3/8th of a tank, where as they had recorded Greater than 3/8th), they refused to remove the fuel charge and instead directed me to the UHaul website. In sum, it was a terrible experience, even if I get refunded the extra charge.

Rating:

1.0

I had the worst experience in my life. This is my first time working with you and it will be my last. Next time I will pay more and get a better and more reliable service. I had a reservation at a place and I went there on time just for the guy to tell me that I will need to drop the van the next day, and this was not possible I had my car parked outside and couldn’t leave it overnight. So I had to find another place for that time, I called more than 5 places all of them telling me they don’t have a van as this was a short notice. I finally find a place and I booked it online. The booking was confirmed and guaranteed. I went there just to find someone else taking the van, and the guy told me that that that person taking the van has arrived before you and therefore they get the van. What the FUCK????? I had a guaranteed reservation, what does it mean that they came before me??? I need my $50 dollars because I didn’t get the van on time. I want $100 not only 50 because you guys cancelled on me TWICE. WORST SERVICE EVER….

Rating:

1.0

the clerk at the location specifically told me it was too dangerous to leave my car there because of thefts and break-ins - incredibly inconvenient having to bike to drop off and pick up the vehicle so as not to leave my car there. the vehicle was also missing the gas tank cover and cap and had less than 1/4 tank when i picked it up, so i had to fill it up before i could even use it.

Rating:

4.0

UHaul should advise the customer that they after reserving vehicle online they also need to provide drivers license and will pay additional fee for mileage. Cost quote$59 paid $112

Rating:

5.0

Great service! Thanks!

Rating:

3.0

Mobile check-in is not streamlined and takes too long. On arrival for pickup, the mobile check-in took an additional 20 minutes to process even though I already did the pre check-in online. Service at the location was fine but the parking situation is very inconvenient and is clearly disturbing the neighbor resident.

Rating:

5.0

Very easy access and friendly, quick service.

Rating:

3.0

Was easy picking up and dropping off but wish equipment was clean and newer

Rating:

1.0

The customer service was outstanding. The location was convenient, however, there wasn’t an official attendant of Uhaul, and that was a problem. As I drove into the parking lot, rain making it impossible to see, there was a small 2 foot board with 3 screws pointing up. You could imagine what happened next. And to top it off, no one, in person or on phone/w Uhaul, could give me any info. I wanted to replace the tire, but wasn’t able to because of the location. Uhaul was not present. I’m fearful what might happen. Very frustrating.

Rating:

4.0

The back of the van had furniture blankets inside and was not clean.

Rating:

4.0

Make the price listed close to the actual price of the rental

Rating:

1.0

over charged... the App the store used was not easy for him...

Rating:

1.0

The van was dirty and was only 3/4 full with fuel. I was less than an hour late in returning my vehicle, and I was charged for an extra day. When I called customer service (because I was not told at the time that I was being charged for another day), she basically said, "too bad for you." I will never use u-haul again.

Rating:

5.0

When I returned the van, there was an incorrect charge and I was able to get them to take it off. They were helpful. Thank you!

Rating:

5.0

The instructions for allowing location sharing is incomplete for iPhones and iPads. I had to call and talk to the department that handles 24/7 to get the remaining instructions. Please add to avoid wasted time. When getting the van, in order to get the code for the key, my options were “I can’t get the key” and “I already have the key,” neither of which applied. Luckily, there was a person at my location who had seen this before and had me choose that I already had the key. There was a similarly confusing choice to get the code to return the key. Clearing up the instructions would make a huge difference.

Rating:

1.0

Location needs to share a contract copy with the customer at time of booking that must include fuel gauge out reading and miles out - it is unreasonable to ask the customer to "take a picture" and then later have to double check that they are being billed correctly. Providing contract copy at pickup is standard practice at all other U-Haul locations I have used. The truck needs to be cleaned so that a customer may feel comfortable keeping a bag / cup in the truck. It shouldn't have sticky residue on the floor and cup holders. The truck should have correct air pressure in all tires - customer cannot be expected to fill air before they start using the equipment. If a truck is covered in spider webs then it needs a wash. The U-Haul staff need to be better trained. Being unable to explain charges at the end of a rental is not acceptable. Rushing a customer through checkout and not double checking charges and claiming it is all "system generated" is not an acceptable level of service.

Rating:

2.0

Enormous difficulty using the mobile application for pick up at this location. You are required to connect with U-Haul at time and location of pick up. I use Verizon and there was very bad connectivity which stalled the upload of pictures of myself and drivers license. I spent about 1 1/2 hours total just trying to get through all of the problems trying to complete the requirements through the application. The store clerk said we could only use the mobile application to pick up the U-Haul van. I contacted U-Haul corporate customer service and was on the phone with them until my cell phone almost lost battery power. I spent almost one hour on the phone with customer service trying to get through the challenges we were experiencing in the parking lot of the store location on Telegraph Avenue, Oakland where our truck was sitting in the parking lot. Fortunately, the customer service representative from U-Haul was extremely patient even in light of my severe frustration with the process at time of pick up. I believe this location has bad connectivity for anyone on cell service. Also - my confirmed time of pick up was 10:30am. I arrived just before 10:30am and noticed that the pick up time changed several times while I was on the phone with U-Haul customer service which also caused problems in my ability to complete the pick up. The customer service rep from U-Haul was seeing the changes while I was on the phone with him. I was forced to log in and out of my U-Haul application several times to refresh the information. This was a complete cluster f**k of a process - a real mess! The mobile application was a problem. The connectivity at this location was very poor. I give an A+ for the rep from U-Haul customer service and I really appreciate his level of patience and professionalism. When I finally was granted access to the key through the mobile application I walked into the store and explained my entire ordeal to the store clerk. Apparently there were even more steps that were needed for the store clerk to hand over the key to the van. I told him I was done and that he would need to complete the process with his hand held computer which he did. The store clerk was nice. And upon return I didn't bother with the mobile application since I received an error immediately upon return. I walked into the store and told the clerk the truck was in the parking lot and to sign me out because I was done wasting my time fooling with U-Hauls mobile application. The store clerk got on his hand held and signed me out thankfully. The store clerk was nice and professional. I believe the issues with this location have much to do with poor mobile connectivity in and around the parking lot of the store - I drove my car around just to test different areas for a better connection. The U-Haul check out process on the mobile application was a pain in the ass and I would never want to go through what I experienced spending 1 1/2 hours simply trying to check out a truck which I had reserved. It honestly was a horrible process.

Rating:

2.0

I was led to believe the key would be available and that I'd use my phone to unlock the car. It turned out, I was required to go inside a liquor store to get the key. This wasn't ideal, as the store was closed when I arrived. Also, at the last minute of the checkout process, I was required to use a passport (but who brings a passport to a U-Haul pickup??) OR to provide references. If I had known this in advance, I could have alerted my references to make sure they were available. Finally, the u-haul app assured me there would be a key drop box. Instead, I had to enter the store, but the store was closed when I arrived. Each of these issues required me to wait 20 to 30 minutes while calling U Haul customer service. For these reasons, I will be seeking out another company next time I need a truck.

Rating:

3.0

So many times when I decline the 25 dollar insurance coverage, both online as well as in person like I did today, it ends up being put on anyway. That, combined with odometers that count a measured mile faster than the actual mile by just short of 2 blocks, makes me wonder about calling the state to run a audit of the uhaul fleet, contracts and review of complaints.

Rating:

2.0

I've never went through so much online service questions before. I really didn't have the time for that, I was on a time limit. I will never again use a non true U-Haul pickup location again. I was so frustrated with it all. And on top of that I didn't get the dolly I was charged for. I'll be calling about that shortly

Rating:

1.0

Automated check in, while promised on the online booking flow, was not actually possible, leading to about 25 minutes of attempting to engage with the location. Seemed like the employees were not trained on what to do. I had to call Uhaul and have a rep walk them through what to do. Furthermore, the store employee insisted on taking a photo of my drivers license and credit card with his personal mobile. This is a huge privacy breach that puts someone at risk for stalking and identity theft. Why would be need it? How would I know that he deleted it, and didn’t make copies? I don’t think the employee intended it to be that way but it felt very unsafe and overall something I would active advise people to avoid. If uhaul is actually asking the people hosting the rentals to do that, it is super messed up and only a matter of time before they get sued. They should absolutely not be doing this.

Rating:

1.0

really hard to even claim our uhaul, i tried to check in around our pick up time, got "session expired" arrived 11:30-11:40, couldn't get the uhaul, waited around for over an hour to get the issue solved, phone call said they won't get back to me for 40 minutes.

Rating:

2.0

The vehicle was fine, but the mobile check in didn’t work due to software issues. Checking out took 20 minutes at the store, and I ended up overcharged 62 dollars somehow. Terrible experience.

Rating:

2.0

I could not find the key drop box after searching for 30 minutes.

Rating:

3.0

The vehicle I was assigned had problems and the staff caught me at the last minute to tell me to switch to another vehicle. Thankfully that one was fine. The overall check in process was long and cumbersome and overreaching in the amount t of information needed to verify identity. Really— passport, lease and a secondary contact who couldn’t be my spouse? I won’t use the service again. I’d rather pay more to a car rental company who will manage the check in process for me.

Rating:

2.0

Very little customer support. Job got done and it all worked, but not very friendly experience.

Rating:

1.0

Very disappointed and frustrated with the U-Haul app used to rent and return the vehicle. - I declined the CDW and yet was still charged. - The rental van was filthy. Side mirrors and windows were so dirty they were worthless. Upon returning the vehicle, U-Haul app asked if the vehicle was ready to be rented. I responded NO and the app wanted to charge me for this disgusting vehicle. Will be looking to Penske for future rentals.

Rating:

2.0

Checking process was horrible; they charged us for the tolls without telling us; the truck smelled bad and had garbage in it. Tried to call customer service and waited on hold for an hour before giving up.

Rating:

1.0

The dimensions in displayed on the website are misleading. You should advertise the dimensions of the doors. We were not able to fit a bed smaller than the advertised dimensions because the back door is actually too small.

Rating:

1.0

My question to uhaul about the price was not answered. I will be disputing. There was also no key drop box

Rating:

5.0

The van says oil change needed soon. This warning pops up and makes it hard to take a photo of the mile marker

Rating:

1.0

The staff should have some idea about how things work besides just saying you have to go online. I had already gone home once to reserve online and when I returned the staff person/store owner was very impatient and talking to me like I was inconveniencing him by asking for help. He was being short with me like he didn't have time or just didn't want to answer questions. . The truck was dirty inside and looked like someone spilled a shake all over the front right side floor, seat, door and it was all dried up and the truck was very dirty outside.

Rating:

1.0

First van had a problem with the key. (The chip in the key had not been paired with the Van, so it couldn't start the van.) Then it look over an hour to get the other van queued up, inspected, and ready. The clerks at the store were utterly unhelpful and even disbelieved the problem I was having even with a clear and specific explanation.

Rating:

5.0

Improve your web app. It was so frustrating trying to use it and upload the required photos. Fortunately the people at the pick up location helped me because I could not get a hold of customer service or the u-haul rep they had me call.

Rating:

1.0

The check-in was a nightmare. The local contact at the site was worse that not helpful. The app did not work on my phone. He did nothing to help check-in. I had to call the dispatch 4 time with no success until he did something on his side. I was there at 4pm and did not drive away until 5:30pm. If I could have made another arrangement I would have done so. NEVER AGAIN WILL I USE THIS SITE - White Horse Liquor Store, Oakland, CA.

Rating:

5.0

Quick and easy! Great service!

Rating:

1.0

The merchant could not/would not help me with the rental or the return. They simply kept saying to go to the app. So even when the app was not functioning properly they didn’t seem to know what to do. In the end on the return they marked the gas tank at 1-8 when it was at 1-4 (I have a photo to prove it). These merchants should not be allowed to rent out these vans.

Rating:

3.0

I'm not sure if it's their fault or yours but the location is NOT 24/7, even though it's advertised as that. I reserved a pickup at 8AM, got the truck at 11AM. My schedule went to shambles. They didn't even say sorry. And the U-Haul rep was going to tell me to go in the morning traffic and pick up another truck like some 10 miles away. No comment. The reason why I'm not giving 1 stars is because the guy who was there when I dropped off the truck was kind enough and helped me figure out how to use the app. Which is also ridiculous that I had to ask for that, but it has a bug with photo upload which had to be circumvented. Had I known.. Overall, very frustrating experience. I just thought you'd want to know about this. Please send me the 50 bucks which the phone rep said I'd get. Thank you!