Customer Reviews for Valero
(U-Haul Neighborhood Dealer)

Rating:

3.0

Check in process was more difficult than it should have been

Rating:

5.0

Just fix the air conditioning.

Rating:

2.0

Dirty interior…old ashes in drink holders.

Rating:

1.0

I have already talked to customer service about this experience and I have several complaints. First, my pickup location was changed and was an hour out of the way, as compared to the original pickup location being 10 minutes from home/work. Upon arrival, I had to go into a gas station. The gas station clerk handed me a phone and I began talking with a gentleman. There was a language barrier and a lot of background noise on his end making it difficult to communicate. He made me aware that there was not needed equipment at the location that I needed to purchase. He starts going over the charges with me. The total was $200 more than what my Uhaul app stated. I also asked for a military discount. He said for that I’d have to talk to customer service, so I called them. Customer service told me I’d have to talk to the store. However, I was not at a store, I was at a gas station. After some time being tossed around on the phone between one customer service rep to another and making absolutely zero headway in fixing this, I go back to the gas station attendant to retrieve the phone to speak with the gentleman again. I pick up the phone and he says to check my email. I open the email and I am looking at the contract, WHICH I HAVE NOT AGREED TO AT THIS POINT, signed and dated for me. All of that said, I am looking to get my money back. The drop off in Wake Forest, NC was incredible. I told them everything I just stated and they told me I should get a full refund as everything was done wrong at the Shallowford Rd location.

Rating:

5.0

U-haul app stuck at step upload image

Rating:

5.0

You can be sure the gas gauge is correct.. we took the truck at a full tank, drove a total of 31 miles, and when refueling had to get it in 7.1 gallons. That is less than 5 miles per gallon. In other words, the truck was not full of gas when we e received it.

Rating:

5.0

Nothing

Rating:

4.0

Cab could have been cleaner, but not a problem for this job. Easy to rent/pick up/return.

Rating:

5.0

The driver-side window had a leak in the insulation when it was closed. That made for constant wind noise. The cab floor was not clean. Everything else worked well enough to get the job done.

Rating:

3.0

This truck was very old ad was difficult to drive. I have rented with U-Haul several times in the past but this truck made it an awful experience.

Rating:

4.0

This facility is very busy, but they always get the job done with only one person onsite.

Rating:

1.0

This was the worst experience that I've had with u-haul. I WILL NOT be going to another "neighborhood dealer" again and am strongly reconsidering if I'll rent from uhaul again. I'm highly disappointed in my experience as a whole. The truck WAS NOT inspected at the time if my drop off. The attendant DID NOT help me with the process. I COULD NOT get the app or the website to work appropriately. This was HIGHLY unacceptable and I CAN NOT verify the condition of the vehicle after I left. I also am upset that it took nearly 2 weeks after my rental date for me to get an actual receipt.

Rating:

5.0

N/A

Rating:

5.0

The folks at this location were great to work with - very nice and professional!

Rating:

5.0

Customer service needs a little work

Rating:

5.0

First time online checkout process was a bit slow

Rating:

2.0

Location was fine but distance further away than we desired- we had our ‘guarantee’ move us 20 mins further from the uhaul ordered

Rating:

5.0

Was an easy transaction

Rating:

1.0

Don’t offer customers faulty vehicles that with cost them their life .!!

Rating:

4.0

Maintenance on the vehicle. Brakes worked but they needed to be serviced. Engine light was on. Vehicle was clean.

Rating:

3.0

The check engine warning light was on the whole time and the driver seat was broken in the furthest position. It wouldn’t pull forward at all.

Rating:

1.0

Will likely never order with Uhaul again. Regular customer. Truck not checked and given with ZERO oil & coolant. Then have to prove that I should be credited for more than the 2.5 hrs of delay bc I missed the warehouse cutoff and could not unload until Monday AM. Uhaul said to speak with local renter despite the contract clearly being from Uhaul. Local renter says call Uhaul. The most professional party was the tow truck guy; spotless tow truck, helpful, kind in a sketchcy situation ... Uhaul, Valero gas station pathetic. Was event told it is a working vehicle that I have a responsibility to maintain it as well when handed a truck with no oil.

Rating:

1.0

The truck had several warning messages appear including the engine overheating and at one point the truck started vibrating and felt it was going to stall and shut down while I was driving.

Rating:

3.0

Truck was in very poor conditions. While driving the temperature needle had spikes that quickly came down, the steering wheel was shaky, truck key difficult to tun on, and so… Also, clerk was quite not right. I didn’t want to leave the store without a receipt either an email or hard copy, but probably due to internet connection issues, receipt didn’t come promptly, Clerk said that I shouldn’t be making such of a big issue for a receipt.

Rating:

5.0

Truck needed Airbag Services

Rating:

1.0

I would not recommend this particular rental location to anyone due to the fact that the trailer did not work with our brake lights or the hitch that we had. The Valero/Uhaul representative stated the he was gonna refund my money. Somehow I was charged 62$ for something I didn’t even use and only got 32$ back as a refund. So I guess Uhaul/Valero just gets to hang on to 30$ of my money for no reason. Not a great business move to state to the customer that a refund will be issued and keep half of their money. Will most definitely not be using Uhaul ever again.

Rating:

2.0

Your online sign up application was a disaster & trying to get support to complete it was extremely challenging to say the least. The local pickup point could not find a completed contract for me and had to redo portions of it themselves. The truck was clean but had a broken side mirror and the knob was missing from the manual window opening handle. The brakes were noisy and engine didn't sound the best.

Rating:

2.0

Educate your Customer Service Dealer at the register on the U-Haul. Walk the customer out and go over the Truck to ensure it's satisfactory. I ordered one with a Dolly and it was not inside. The truck was not maintained as it reeked of smoke and had trash on the inside and was very dirty and sticky. The A/C did not work as well. The Agent attempted to upcharge me by $100 more than my contractural fee due. I caught him on it and he reverted back to the original cost. I do not appreciate the level of service at this pick up location. He was too busy to concentrate on me and properly go over the paperwork and the details of the rental, mileage and fuel and maintenance of the truck. Do not recommend renting from this location.

Rating:

2.0

The truck was clean but not well maintained. The truck needed to be serviced. It felt like it needed a wheel alignment and over all did not drive well.

Rating:

2.0

I rented the truck from 8/5 to 8/7. I mentioned several issues with the vehicle when I returned the truck. The attendant said that he did not speak very good English and so I wrote my concerns on the rental agreement. The attendant was not able to close out my transaction because, again, he did not speak English. I never received an email completing my order and equipment return. The truck itself was bad. The roof leaked, the windshield wipers were about to fall off, and the driver door was damaged. Overall this was a very poor experience. I would definitely not recommend using this location. I doubt that I will rent from U-Haul again given the bad condition of the equipment and the overall experience.

Rating:

1.0

They charged my card 3 times after I asked them not to charge the card on file and to charge the card I had in person.

Rating:

3.0

Check in was ok, but trailer had a lock on it from previous renter. Had to wait for a service technician to cut the lock off the trailer. Would have preferred to use a standard u-haul location.

Rating:

4.0

The AC Blew Hot air and could not have the windows down as it was raining

Rating:

5.0

Excellent customer service there at the rental site. Would definitely recommend them to anyone and everyone!

Rating:

1.0

The truck was not clean it was infested with tiny mites, mildew, mosquitoes, and mold . The air conditioner was not serviced . The truck had debris from dirt, mold, and mildew round the windows and door handles. Upon arrival we were quoted an incorrect mileage and penalized due to the previous employee not documenting the correct mileage. In addition we were told to return the truck on empty since the truck was picked up on empty . However when we delivered the truck ; we were treated like the victim due to another driver or employee not following through standard protocol. I had to wait an extended amount of time for check in and calculation by phone . I would have thought the check in and check out procedure is standard for all drivers . Evidentially , someone didn't check \the condition of the Uhaul prior to renting it out . I had to consistently repeat myself several times to speak with someone in charge at this location. Thank you for your time and understanding .

Rating:

5.0

Very good seamless easy process.

Rating:

5.0

Professional, friendly, and fast

Rating:

3.0

Clean cab better. Pretty nasty. Used, wet furniture pads in truck. Not swept.

Rating:

4.0

I'm not sure the location can do anything about this, but the fuel tank on the trk I rented wasn't full. I returned it full. Also, I'm a repeat customer, so maybe this helped, but my check-out and check-in was FAST. I was out and back in in just a couple of minutes. I really appreciated that.

Rating:

3.0

Easy return, a convenience store so not focused on UHaul, but easy to work with and take in the return

Rating:

4.0

Additional equipment was not already on truck but they were able to verify that I had indeed ordered 2 Dollie’s, one furniture dolly etc. they said it is quite common for them not to get notified of the extras but I am sure that is something fairly easy to get right next time. I would have preferred my original Cobb Pwy pickup location as they also have extra supplies. I had specifically chosen that location for that reason so it’s annoying to then have to traipse much further away to get less. If the customer selects the location then you should ensure the truck is made available at that location. Thanks

Rating:

5.0

Valero was so very helpful! I cannot thank them enough. Uhaul had given us a location to drop off the truck only to find out the place was out of business. We dropped the truck off at this Valero location, not knowing we couldn’t per uhaul. Uhaul sent us another location but sent us the location very late in the day. They told us in their books they still see that the truck is in our possession bc we didn’t drop it off where they wanted it to be dropped off at. Said it is our responsibility to get the truck there. Luckily the Valero location was so helpful and made it possible for me to return the truck at his place. I am so thankful. People stay away from Uhaul rental though - that company is not what it used to be- their customer service help is ‘customer no service’

Rating:

5.0

They were very flexible to what I needed.

Rating:

5.0

Competent and efficient.

Rating:

4.0

decent, gas station employee pointed me to the uhaul drop off and took my key

Rating:

5.0

It very good gay I'm loved help me thank so much

Rating:

4.0

It was a gas station. A guy in a U-Haul truck met me there and hooked me up. I don't see how it could have been easier.

Rating:

3.0

They were not able to produce anything in a written document. For instance i wanted a document for the truck in case i was stopped. They said it would take to long to print it out.They said my electronic copy would be ok. At the end they had the same excuse when i wanted a print out of my receipt.

Rating:

3.0

Did not have the furniture pads available as ordered. Also, not a location issue, but online app did not work well and had to do everything in person. Staff was able to complete without issue.

Rating:

2.0

Extremely rude customer service picking up. Truck sounded like it it was about to explode or just die. Had an extreme loud noise that wasn’t normal. Won’t be going back to this location.

Rating:

3.0

Two instances the person who answered told me he was too busy to make it change a reservation. He didn't change it and had to make a new one the next day. Everything else was fine

Rating:

1.0

We booked a truck in Atlanta, close to our storage unit, Uhaul called us the day before pickup to tell us that we would instead need to drive 45 minutes away to this location to retrieve our rental. Once we arrived, our truck was there but we could not pick it up because this location failed to report that the truck was not turned in on time and therefore could not be rented out to us the next day. We then were told by Uhaul that we needed to drive another 45 minutes to pick up a different truck that was not even the size that we initially ordered.