Customer Reviews for Richmond Tobacco Shop
(U-Haul Neighborhood Dealer)

Évaluation :

1

I reserved a moving truck weeks ago. Half an hour before close of business on the Friday before my Saturday reservation, I receive a text telling me that the truck is about an hour away (one way) from my preferred location. The fact that this could occur needs to be made much more clear on the reservation. Representatives sent me from one place to another to try to find a truck closer to my preferred location. In the end, no one helped me find anything closer.

Évaluation :

4

The truck was clean but the key for the door lock was bent so badly that we couldn’t use it to lock the truck door when we got it loaded and the truck pulled to the right really bad like when they did the alignment on it they did it poorly.

Évaluation :

1

Was treated poorly and was disrespectful. The store wouldn't even hook up the dolly. Remove this merchant. They are horrible

Évaluation :

1

Check in and check out times for way too long trying to get the code to unlock the padlock in the back door was a major b****

Évaluation :

2

The store it was located in had no air conditioning and was so warm it was an uncomfortable wait. The truck had only a quarter tank of gas and clearly not been cleaned in a long time.

Évaluation :

5

Absolutely nothing. Great people here!

Évaluation :

3

Not this locations fault, but where we were suppose to pick up the trailer from in Genoa City showed it was available, but thank goodness we called before we went to pick it up, it wasn't there. Then we were scrambling to find it and was on hold for 45 minutes before we could figure out what we were suppose to do. It's not like I booked this trailer that day, I booked it a month ago. So, not very happy about that customer service. Not at all this locations (Richmond ) fault. I would give my experience before pick up a poor.

Évaluation :

5

Nothing everything was perfect

Évaluation :

1

Reservation changed twice, total bs, dealer can't speak legible English, wrong mileage on truck, I spent more time on phone with uhaul than I drove the truck, 2nd move with uhaul, both times screwed over and didn't get the equipment I reserved. Never again will I use or recommend uhaul!

Évaluation :

2

$20 convenience fee? A lot of BS fees and the people at pick up location were horrible. Poor poor communication! Obviously not gonna recommend!

Évaluation :

4

O/head rear door NEEDS lubricating & driver door does not close very well need to SLAM it shut,

Évaluation :

2

Make sure the return time is clear. I was told by the agent in the store that returning after 5pm would not be a problem, and then charged for an extra day. Not happy.

Évaluation :

3

Had to pay an additional cost to get the truck. Made me pay more and they didn't know why. Told me that I wouldn't get the keys to the truck unless I pay more.

Évaluation :

1

I arrived on time for my pick up and did not leave without a truck until 2 1/2 hrs later. Upon arrival, the lady that worked there spoke to her husband over the phone to find my reservation. After 30 minutes of her very poor customer service they find it and grab the U-Haul keys. Minutes later her husband claims he CAN'T find my reservation. They are then telling me that they are speaking to U-Hauls customer service. Her complaints about her having to "close up on time" got her frustrated enough to where she hung up the phone, ran outside where she threw the keys in the truck and locked it with a lock in back. She comes back in to tell me it's taking too long and that she put me on 24/7 (which I had no idea of) points to the truck and tells me she can't help me no more and that I need to contact U-Haul now that it's "back in their hands". I stayed there in the parking, hopeful that customer service would be a walk in the park, no big deal and I'd go home. But it wasn't that easy. I had to be walked through the whole process, after downloading the U-Haul app. Customer service couldn't help. I was given Matt's number (regional manager) who could help further. That number was no longer in service. After almost 2 hours of being on the phone, crying, missed my car transport reservation and crying in the parking lot I made it out. **While outside, another customer returns a truck and asks if I'm having a problem. He mentions how rude that establishment was and how he would never rent there again. Let's not forget the dolly I wanted ( used and RETURNED) she did not charge me for and was aware I needed one when she asked during the first attempt of confirming my reservation. I am appalled at not only this location, but with your customer service and tech team as well. It shouldn't have taken 2 hours, having to cancel my car transport reservation, phone almost dying and tears to get the truck. Needless to say, I paid movers for 2 hours of their time and nothing was moved. I ended up paying others to help, we didn't wrap up until midnight (had to leave by that night) arrived at my destination at 3am and crashed on the floor as we were so beat and tired, not to mention very dark to even try to move. I would appreciate SOME compensation to the damages of my time, wallet and priorities that were caused. Also due to this, I had to leave the Durango behind (Which now I'll have to haul some other way or get another truck JUST to haul it. Never again

Évaluation :

1

They had no idea how to do a reservation online I didn’t get any info but a key.

Évaluation :

3

We paid ahead of time and the attendant insisted we will had to pay for 20+ minutes.

Évaluation :

2

Be clear about how u haul is charging for fuel and your lousy (and still not understood) “service charge” and have vehicles that don’t sound like they’re about to be on their last legs.

Évaluation :

1

The customer service was terrible; he was rude and didn't verify what he was putting in the computer. I was charged for 12 pads, only wanted 6. I was charged for a dolly that I didn't have. I was also charged for gas because they marked it down there was more in the tank before I got it (I took a picture of the dash to show it when I got in). Then, he put in the computer that I'd return it by 10pm, never once did I say that time. I did not sign anything to confirm what was being put in the computer, he just took my ID and credit card (I was in a hurry so I didn't ask questions).

Évaluation :

1

We had a tow trailer. He never came to make sure we had it hooked up okay. Never looked to see if the lights worked. Didnt have our reservations. The trailer leaked water on 4 boxes of clothes ruining some some of them. Would not rent from this pick up.

Évaluation :

3

There was no one at the location when we arrived, they opened 15 mins. late. We had to complete the transaction on the phone cause his computer wouldn't work. It worked out and we got on the road with what we needed, but it was a slow start.

Évaluation :

1

I made my reservation online with no issues.For the next day, I reserved a 6 x 12 enclosed trailer for 24 hours and declined all insurance. When I came to pick up the trailer, the person who handles the U-Haul's was not there. This dealer is a small tobacco shop. The person at the counter had to call the other person on the phone and they did the transaction via cell phone. I had forgotten to bring my cell phone and they advise they would not rent it to me because U-Haul had to send me a link for pictures. So I turned around went home to get my cell phone delaying me 45 minutes. I finally left with the trailer and completed my move. I brought the trailer back the next day and the actual individual who handles the U-Haul's was there. He was trying to close my reservation using his cell phone however it was extremely slow. I wanted to receipt to make sure I was only charge for one day because I was pretty close to the 24 hours . He said he could not print a receipt and the charge would be 29,95 + $8 insurance. I told him I declined the insurance when I made the reservation and why didn't dad charge removed. He was rude and refused and told me to call customer care. I truly did not appreciate His poor customer service and the fact he would not refund my eight dollars or give me a receipt

Évaluation :

3

the worst part was having to go thru the whole rental process 3 times, even after doing the online proceedure! very time consuming