Customer Reviews for Kirkwood Exxon
(U-Haul Neighborhood Dealer)

Rating:

4.0

Maybe have someone separate to handle rentals. Although the person that assisted me provided excellent service, he had to handle customers while trying to handle the rental. He did a fantastic job and should be commended.

Rating:

5.0

Steve (Exxon Kirkwood Highway) provided excellent service and communication. The van was in excellent condition and a pleasure to drive. I underestimated the size of the rental I needed.....wish I had taken the truck.

Rating:

5.0

The rep truly wanted me to have successful rental.

Rating:

5.0

Steve was very helpful.

Rating:

3.0

Charged for dolly I didn't get

Rating:

3.0

I went to location to reserve a truck and week before I needed the truck they didn’t have my reservation. When I reserved the truck I asked for a reservation number and girl said I did t need it. So I called the 1-800 number and reserved the truck on the phone. If I didn’t check to see if they had my reservation I wouldn’t have a truck to move.

Rating:

4.0

Your digital system calculated that we drove the 33 miles round trip when we literally drove 1 mile to the old storage place and then 1 mile back to the new storage place (“Extra Space Storage” Erroneous charges!

Rating:

2.0

The good: the truck was clean and came with moving blankets. The bad: I had scheduled the pickup for 7:30am. Got a call the night before that they don't open till 8AM. Got there at 8:05AM and was told the rental guy doesn't show up till 8:30. He claims its U-Haul's issue. Not sure who's it is, but I wasted 30 min waiting. The statement "you only need your phone" needs clarification. You also need to bring other info with you and/or have a relative they can call when you are there. Instead of dealing with someone in-person, you get a representative via their app. It still takes 10-15 min to verify your info and get your key. Keys... well, I went through the app to get the rental, but I still needed to wait for a person to hand me the keys. They have lock-boxes for keys but did not utilize them for my rental. Seems like this would have been the time to use this option. Once I got the key, things went well, up to that point, it was very frustrating because I was on a tight schedule.

Rating:

5.0

The truck was dirty and old. Windshield was dirty. The driver seat was worn and lopsided. Roll down windows ?! Is the truck that old? It did drive ok and served its purpose. It would also be nice to have a rear camera. I’ll bet new trucks have this accessory.

Rating:

5.0

The sales representative was really good at doing his job.made the transition very quickly.

Rating:

1.0

I made my reservation to pick up the van at 8am got there just before 8 and no one that actually worked for U-Haul was there. The gas station attendant said no one would be there until 8:30 which would be fine except why let people make reservations for a time when no one is working. The app does not work and when I finally got it working it still doesn’t provide a way to access keys so I had to wait 45mins (the worker was did not get ther until 8:45). It is not fair to the gas station attendants who then got stuck dealing with the other two people who showed up to pick up rentals reserved for 8am that got annoyed and were very rude to the man who doesn’t have any control over u haul hours or employees. The check out/drop off process is also not adequately explained anywhere which makes thing confusing and annoying. This location needs a lot of work as far as management and communication.

Rating:

1.0

The smell of smoke was overwhelming. I had to return the truck instead of using it because it was too much and rent elsewhere.

Rating:

4.0

We reserved a truck at one location and when we arrived there were no trucks available so we had to go to a different location to get a truck.

Rating:

2.0

We were charged for over 50 miles we did not use, they overdrew my bank account and now I have to wait 3 days before some calls to even discuss refunding my money.

Rating:

5.0

fast and easy process.

Rating:

1.0

Attendant didnt know anything about the u haul rental, never got to even drive the truck because “the guy in charge if the uhauls wasn't there” and i never even got inside the truck because i never got the lock code for the key.. very bad experience never renting again

Rating:

1.0

Forged my signature didn’t walk me through the contract tried to initially overcharge me and lied truck was disgusting and dirty and just bad service overall

Rating:

1.0

The WORST UHaul EVER!!!!!!!!!

Rating:

1.0

Not at all billed me 308 dollars for what .bought back truck same day I picked it up and this location charged me a week later for a service that should have been closed out same day .corporate will hear about this . Poor service and personal needs to be fired immediately for charging my card .working on getting my money back asap .

Rating:

1.0

You didn't have my truck and wouldn't give a new one until hours of bureaucratic paperwork. Your company is embarrassingly unprofessional!

Rating:

1.0

Person who checked my truck on and back in got my milage and gas usage dead wrong. I used the truck for 9 miles, and he put down 23. I was never asked about insurance, which I never take for driving only a few miles, but I was still charged for it.

Rating:

2.0

Gas station attendant could not figure out how to give me the rental. Website initially said I had to go inside to check in then subsequently later told me I could check in online. Took half an hour to get the truck and leave. And that time was counted in my 6 hour rental time.

Rating:

1.0

Customer service was terrible, the clerk and me read my card number aloud to process payment which I wasn't comfortable with but he said there was no other way he would proceed with the transaction and give me the keys, the receipt he gave me didn't match what I had agreed to in the online portal even though he said it would when I paid, and he said he could not answer any questions about anything since he was "just a pick up location." Terrible. This experience made me never want to use uhaul again.

Rating:

5.0

Easy and quick. Good communications.

Rating:

1.0

Have the actual key for the vehicle available. Don’t make customer wait 40 minutes to pick up vehicle

Rating:

5.0

I made the mistake of trying to rent a Penski truck from another Exxon and regretted that decision. Over charged me and very pushy. NOT a great experience. This UHaul rental facility was perfect. I went in and within 15 had the truck. Awesome!!

Rating:

1.0

Very inconvenient, the first location on MLK blvd In Wilmington system was down so I had to call customer service to find another location with we made arrangements for Newport Gap Pike. Get there and the clerk at the station has no clue whatsoever about anything pertaining to U-Haul. I followed the directions on the app to get the truck. After they tell you what truck your getting. There’s no further instructions on how to get the key. So I call customer service again. They kept telling me to go inside to ask the clerk. She’s saying the key is outside in the lock box. They assisted with the lockbox codes but NO key for my rental. So I stated it could be in the return key drop box. Was left on hold with customer service for 15 mins. The clerk gave me the code to get the key. Big inconvenience held me up from my other obligations. Two other customers were having the same issue and was asking me about the steps and what did I do. Honestly, I always go to a live location with humans. I was trying to “save money” on mileage by going to a location closer to my home. It wind up working but i paid in time with inconvenience. Hope this review helps the company fix these issues. As the world runs on convenience!

Rating:

1.0

Overcharged extra day then contract states and uhaul isn’t helping - I will never use again

Rating:

3.0

THE FLOOR of the uHaul was totally dirty! White powdery stuff all over it.

Rating:

5.0

For my experience everything was great.

Rating:

3.0

They didn’t check the return vehicle for anything.

Rating:

3.0

Truck had a broken 55” tv and other trash when we opened to load Should really check your rental trucks for trash before collecting fees for use Had to clean it out before using it Very disappointed

Rating:

5.0

Nothing to improve. Steven the gentleman working was kind,and very helpful. He went above and beyond in taking care of us. Young man definitely deserves a raise.

Rating:

5.0

The customer service was excellent. The cargo van could’ve been swept out from previous usage. Overall it wasn’t bad.

Rating:

4.0

Excellent customer service.

Rating:

4.0

Service

Rating:

5.0

the process was Quick in an out .Did the paperwork Online which made thing faster Also! Friendly Service All Way Around ! Thanks !!!

Rating:

5.0

Had no problems at all. Customer service was excellent. The person who signed us out was excellent. He made sure everything was ok & I was satisfied. Thanks you.

Rating:

1.0

Was not given any paperwork or inspection for the truck. Truck only had 1/4 of gas. Rear of truck filthy with mulch

Rating:

2.0

The contactless process for getting the key for the vehicle do not work. I never received a code for the lock boxes. I had to call to get the code. The location did not have keys in any of the lock boxes. The keys were inside, but the worker did not say that when I first asked about the location of the keys. The truck had damage not originally shown on the pictures during the checkout process and the interior (while relatively clean) smelled musty and of stale smoke. Finally, the passenger mirror was a safety hazard. It would not stay in place. After a few minutes of driving the mirrors would move completely out of position, making it impossible to see the traffic on the right side of the vehicle.

Rating:

5.0

Great service

Rating:

2.0

Location was fine and everyone was responsive, but it was impossible to do it myself without assistance. Additionally, the location was changed with no notice

Rating:

3.0

Make sure the truck size are available at the location

Rating:

2.0

It took 2 1/2 hours to get reserved rental. Customer service was in adequate. One rep even hung up on me, another huffed like I was causing her a problem, and another one stated (incorrectly) that there were no keys available for me to get a truck there because the last renter never left them! I asked for a Supervisor, she was of no help. The first rep at the location stated I had to wait until his relief came in at 8am, it was 745, I waited... then I was told they would be there at 830am. He did however find the key to the truck Waiting.... By 9am now I am 1 hour into paying for movers and still no truck. The new rep came, finally logged into the system.... could not find any revealing, called the manager, who didn't answer. I called Uhaul customer service git a supervisor on the line and she just kept stating there was nothing she could do! The store rep finally called someone else to help me after seeing me melt down for the 3rd time. The other rep Qasim able to get everything accomplished in 10 minutes! I finally, at 1050 was able to get the truck, which I returned about 1225. It took less time to complete my move then it dud to get the Truck!!!! This incident added insult to injury... I had to call 3 times after making the reservation to confirm pick location because I kept getting messages that my pick up location had changed! Shame on U- Haul!!!!

Rating:

1.0

if a customer orders a specific vehicle you need to make sure its there when they need it/arrive. i did not get the vehicle i initially ordered and i was charged for items i did not receive or want.

Rating:

3.0

Good customer service. Very helpful. Overall Uhaul experience not so great....sorry.

Rating:

5.0

Good service

Rating:

2.0

The location was nasty , and the man I got the truck from was sooo unprofessional, rude and demanding. He was about to not give me the truck due to him not knowing his information about uhaul.

Rating:

2.0

Reserved on line at closer location. Forced to pick up at this location. Packing blankets were not included with truck as ordered. Required me to take additional time out of my packing time to call and find closer location to supply blankets. Original location would have required at least an hour round trip. Very disappointed in service and support.

Rating:

3.0

The back of the van was not cleaned out after the last person used it. So I did not have a clean van when I was my turn to use it.

Rating:

1.0

Despite reserving the truck over a week in advance, the location did not have my reservation listed for that day. Then Uhaul wanted me to drive several miles to a different location to pick up a different truck, which I refused. In addition, the location didn't have a dolly one being added to the reservation. The truck I was provided had a minor leak that caused a few boxes and items to get wet. Also, I have yet to receive a finalized receipt of the charges. You would think having an automated electronic system would be more efficient but Uhaul did not deliver as expected. Very disappointed overall!!!

Rating:

1.0

I got this U-Haul at 11:30 for my 12 noon pick up that I had scheduled online the night before. When I arrived I was told that the key was not there and will be there in 8 to 10 minutes. I waited until 1230 and there was no key. I called Delaware rentals that was a mile away and they told me they had a 26 foot box truck for me. So I went there. When I did. I experience probably the top five worst customer service experiences I’ve ever experienced in my life. I would never go to the Delaware rentals and I will tell everybody I know not tail forever. You name it the guy cannot be worse. And obviously he said there was no truck after he had said there was one on the phone. So I went back to Kirkwood Exxon and I waited there until 130 and got the key and left. I do this all over the country and this was by far the worst experience I’ve ever had

Rating:

4.0

The representative ( her name was “Summer” was extremely knowledgeable and helpful especially when the U-Haul app was not working She identified the problems and contacted the right people to resolve the problems She should be recognized for her work

Rating:

3.0

I was assigned the wrong truck number, there was no one physically there to assist me. The uhaul rep for that location was called numerous times to no avail, until calling from the gas station phone. Took me an hour to receive the truck, and severally delayed my move.

Rating:

1.0

Actually have the keys available so that they don’t have to sit around for an hour with customer service. Move vehicles in a reasonable amount of time (especially when the store is empty).

Rating:

4.0

Much easier to drop off than the pick-up was. Thank goodness there was one space to park the truck. Otherwise, don't know where we would have parked truck. It is a little cramped at this location.

Rating:

1.0

Was over charged

Rating:

1.0

I would never rent another UHaul due to the fact that I was ripped off and forced to pay another day at $54 because the UHaul personnel were lazy and never reported that the truck was returned a day early. And when I informed the customer service rep at email 926003_AFM@uhaul.com no response or follow-through occurred. Stop stealing money from honest paying customers!!!