My reservation pick up site was changed without communicating to me. They did not have the blankets and dollies I reserved. I was handed a key and told to go find the dollies in a side fenced in area. The truck was parked behind the location in an active construction zone I had to negotiate out of.MICHAEL N.
Customer Reviews for Russell Street Shell
(Concessionnaire U-Haul dans le voisinage)
Testimonials From Recent Customers
Les commentaires de nos clients sont extrêmement importants pour nous. Nous en tenons compte pour guider nos efforts et améliorer notre service. Tout ce qui suit vient directement de la part de nos clients, sans filtre ni modification.
The service at this location was terrible. Both at pick up and drop off the people helping were very rude and were first unable to find the reservation, then proceeded to tell me that I did things wrong even though that was not the case. The cars were dirty (masks of previous users still there, not cleaned, the furniture pads were not even folded) and the dashboard indicated the car needed an oil change, which we flagged but the representative said wasn't our problem (even though we were going to drive 450 miles). I did not receive a check-in/walk through message when we picked the car up nor a confirmation of drop off. Terrible experience, would strongly recommend against going here.Valerie D.
Something was added to my bill that I did not request when reserving online. I found it was added by the man that checked me in. I called customer service and I'm awaiting the 15 $refundStephanie H.
Le client n'a pas laissé de commentaire.Ryan W.
Le client n'a pas laissé de commentaire.Gabriela D.
Le client n'a pas laissé de commentaire.Andrew A.
It was a communication error but for the most part it was a ok experience.Charmaine B.
The truck was not cleaned out -there were masks and garbage from the previous rental . I was over charged by 10 $for pads and a moving dolly I never requested nor were on the truck. I now have to take time to call and remove the charges. I have rented with Uhaul many times and this location was by far the worse experience to date.Michael R.
My experience was that the proprietors of this rental location provided slow and poor service. They failed to provide the equipment I had rented and were dismissive of my request for said equipment. They further charged me 10 $for the privilege of parking my personal vehicle at the gas station. I would strongly recommend a potential renter look elsewhere for his/her/their rental. If he/she/they must rent here, he/she/they should not rely on anything other than a vehicle rental, and he/she/they certainly should not expect quick or polite service.Alexander L.
The agent at this location is way too nasty. All he has to do is give and receive keys. He doesn't give you the key before he begins yelling don't park your car here. I said ok the first time only to have him yell it over and over before releasing the keys. Too nasty. Put the keys in a lock box vending machine that needs a code. That way I can receive better customer service from a box and my smartphone.ROXANNE D.
Le client n'a pas laissé de commentaire.dipal P.
The onsite person was rude and unhelpful. I came at 8:00 and was told my 15' truck was not available and I would have to take a 10' truck. There was a 15' truck in the parking lot. He told me I couldn't take it and that I had to go to another location or take a 10' truck. I could see that I was not going to get anywhere with that person so I called the 800 number for U-Haul. The customer service representative was very helpful and pro-active. She called the onsite person who reluctantly gave me the keys for the 15' truck. When I returned the truck, I refilled the gas at the location because it is a gas station. When I turned the keys in I asked if I could use the restroom that were being blocked off by a display rack. He told me the restrooms are not for the public. I said I wasn't the Public I was a Paying Customer. He just laughed at me.Amy W.
Le client n'a pas laissé de commentaire.Hernan P.
Uhaul was dirty and tire pressure was low. The truck I reserved was not available so I paid more for a cargo van. Service was super unprofessional.Meghan F.
The attendant was not knowledgeable and ignored my concerns.Alfred M.
Le client n'a pas laissé de commentaire.Brad M.
I paid for two dolleys and they were not in the truck. Waiting for uhaul to update my final payment.Cynthia J.
I was charged a fuel fee. I have pictures of instrument panel showing before mileage and fuel. The post pictures shows fuel at the same levelJEFFREY L.
How can you charge me almost 13 $for fuel when i drove less than 4 mile. This is not professional and ethicalNecmettin A.
Employees did not explain process well and was very difficult to understand. I did not receive a text to inspect the vehicle until after I was already driving. When I arrived at my destination to fill out that inspection survey the link already expired. I took before photos of the gas status and filled up when I returned to the same amount but still got charged a significant gas charge. I also dropped off the truck within 5 minutes of the drop-off time and there was a customer trying to pick up a truck that they had a reservation for that was having issues with the employee since the employee was saying this was a drop-off location only which is was untrue. That dispute took time while I was standing waiting and the drop-off time prolonged even further. I was then charged an entire additional double rental amount which I think is ridiculous nor did the employee indicate that to me when I dropped it off. It came as a shock when I got the invoice hours later. I strongly believe I should be refunded the additional double amount as I did drop off the truck on time and should not be charged for additional gas. I have before and after photos to prove that.Brian S.
Le client n'a pas laissé de commentaire.PAUL O.
Learn better people skills the guy was rude too me n someone else I was withAshley J.
It was good customer serviceAbdul A.
Can't describe how bad this was. Had a reservation, showed up on time with a cc and license yet took 90 minutes including almost an hour on hold with cust service to get the person to give me the key. Horrible!!!!ian S.
Le client n'a pas laissé de commentaire.Joshua F.
When applying for a rental online I would recommend notifying the customer of the need for a smart phone and an example of the applicable screens that will be required to answer during the rental process. Just an advance notice of what the customer will encounte during the process.DERRICK C.
I was charged 66,18 for a 5 hour rental of a 15 foot truck that went a total of 5 miles. 29,95 for the truck plus 1,99 per mile equals 39,90 $, plus 14 $ins equals 53,90 $. Where did that extra 13 $come from??? I was ripped off.Abigayle B.
This was the worst Uhaul experience I could imagine. We got the truck with 1/8 of a tank of gas left in it and the check engine light on. When we returned it we repeatedly asked the service attendant if we needed to fill it with gas before giving him the keys and what do we fill it to since we got it at 1/8 of a tank. He wouldn't answer and demanded the keys. We then were charged for the FULL tank of gas and an extra 30 $service fee for them having to fill it up. Literally NEVER rent from this place.Bradley D.
Le client n'a pas laissé de commentaire.LEONARD A.
We ordered a furniture dolly but none was available. This is the third time out of 3 rentals this has happened. You should not offer if you don't have.Sigrid H.
Worst experience ever. Vehicle was filthy. Overwhelming smell of cigarettes. Ashes on the floor, cigarette butts and tobacco in the cup holder, and food wrappers in the driver seat. An employee of the pickup location told me it wasn't his job to clean the vehicle. If I had time to find something else I would have canceled my reservation. This location doesn't deserve to have U-Haul. They're clearly incapable of handling the responsibility.Kyree W.
I ordered utility dolly to help make trip easier and none available also ordered furniture pads and none available?Estelle C.
This particular location can began to practice maintaining the cleanliness of their trucks. The person who serviced me today didn't provide me with the attention that I am used to from an original Uhaul location. I was not at all satisfied with the services.Andrea C.
Employee barely spoke English and was next to impossible to communicate with. He did not want to get out of his plastic cage to look at the vehicle with me. I had issues with the condition of the truck but could not make the gentleman understand what I was saying. How can you rent something when you can't speak English.Jim V.
The customer service was lacking.rose T.
Le client n'a pas laissé de commentaire.Chris K.
Le client n'a pas laissé de commentaire.Courtney L.
Both Clerks, Check in and Check out, seemed not to care much about providing Good Customer Service. I was charged for 2 days, when only using the truck I rented for 1 day!!! This is called Thievery!!! Very Unacceptable..... I would Never rent a truck from this location again, and will Never Recommend to Anyone!!!! The Absolute Worst Experience I've ever had with U-haul by Far!!!Walter B.
Clean the cigarettes out of the truck next timeDahuliya D.
The service was very rude to me and my family. Especially when I was returning the truck. They were trying to make me leave and drop the truck off at a different location. Although that was the location I picked the truck from the start.Dominique J.
I checked in on line but the rental site wanted me to pull it up and finally he said I will do it and he did The dollies I rented were not all available which made the move a bit harder. The truck was very difficult to start because the key would not turn. You had to jiggle both the key and the gear shift until it finally released. Something is worn out either in the gear shift or the ignition. Lastly when I brought the truck back the tech made me take a picture of the mileage and the gas level. Generally they go out and look. Then he told me to bring the dollies to the front and tried to tell me from behind the glassed in both where to set them. I put them on the wrong side of the locking propane box and he came out and said "you did not put them where I told you to". I felt like I was a bad employee because I was not following his orders. I guess he was the customer.Ernest S.
Le client n'a pas laissé de commentaire.Hosea N.
When got in uhaul there were face masks left in there from before.Bernadette E.
This Location was different than any other location that I have used. Lastly my money was paid and weeks 26 more dollars were taken from my account. I Feel that was unfair.. Not Happy With Service.. I do not even know how much gas was registered in the vehicle when I drove offSharnell H.
Le client n'a pas laissé de commentaire.Lakisha N.
The agent was HIGHLY UNPROFESSIONAL AND LACKED CUSTOMER SERVICE SKILLS. I WAS GIVEN A TRUCK WHICH HAD A BROKEN SIDE MIRROR THAT DIDN'T STAY IN PLACE. THIS WAS AN EXTREME NEGLIGENCE ON THE PART OF UHAUL. MY SAFETY AND LIFE WAS PUT AT RISK AS WELL AS OTHERS ON THE ROAD. UPON RETURNING THE VEHICLE AND NOTIFYING THE AGENT OF THE SIDE MIRRORS, I EXPRESSED MY CONCERNS OF SAFETY ISSUES WITH PARALLEL PARKING THE VEHICLE AND ASKED THE ATTENDENT TO DO SO, HE DISREGARDED MY SAFETY CONCERNS AND FORCED ME TO PARK WHEN HE FELT THE VEHICLE BELONGED WHEN OTHER SAFER LOCATIONS WITH REQUIRING REVERSE DRIVE WAS READILY AVAILABLE. I AM FILING A COMPLAINT WITH ATTORNEY GENERAL UNLESS U-HAUL ADDRESESS THESE CONCERNS IMMEDIATELY.Miles H.
Was no windshield wiper fluid in the canister.Stephen S.
The whole process from this particular uhaul location was GHETTO as hell. You have to come to a window at a gas station. An OUTDOOR WINDOW. The communication is wack. Like I'm completely disgusted with my experience here. It was a complete messDerkea M.
Le client n'a pas laissé de commentaire.Steve G.
Easy in and out. Everything ran well from the location.Daniel T.
It's labeled as a "Citco" but it's actually "Shell" gas station. There was a homeless man there pretending to be an employee of Uhaul. He told me where to park the truck, and asked me was it clean. After I went inside the gas station to return the truck keys, since there was no key Dropbox, when I walked outside the man asked me for money and said that he "volunteered for Uhaul". This location isn't very professional.Lawrence H.
Evette in 800 customer support helped me with last minute change in reso - she made me feel valued and 'found' a way to make things smooth for us. MERCIJames C.
I had a vehicle and it had battery problems . They did not answer the phone so i had to go thr location which was very inconvenient Also they overcharged me for gasShameka B.
Poor English wanted charge me 10 $to park my car on lot I never heard of that I rent frequently from haul never been to that maybe I couldn't park on lot but never to pay then when I returned I was over charged a) 14 $for insurance which I told reservation I didn't want when I made it I did over phone because online was automatically going to charge me b) I was over charged for a gas surcharge 20 $odd dollars which I put gas back in over the amount I received it and it was impossible to use the gas they claimed as I only drove 15 miles they should be investigated or shut down am sure these things happen regularly for ppl that don't pay attention to receiptLISA P.
Le client n'a pas laissé de commentaire.Carlton W.
The van was clean for the most part, but someone left behind fruit on the seat.Tiffany J.
the cab was absolutely filthy. It reeked of smoke and was covered in dust/dirt. I had to clean, then disinfect the entire inside before we could use it. Someone left a half eaten piece of hard candy in a side pocket of the passenger door. I refused to touch it because I didn't have gloves. We had to drive, in the rain, with the windows cracked because the smell of smoke was SO STRONG. I want a discount and a refund for this issue, and, because there was NO DOLLY AND NO MOVING PADS WHICH WE PAID FOR. We returned this vehicle in 100 % better condition than we received it.Jordan S.
The checkin process took too longSteven A P.
Wow could there be any better example of opposing experiences, this location was not welcoming and didn't acknowledge me as a valuable customer. The employees barked orders where to park from behind the glass. I asked for assistance and no options were provided. I left with a very bad impressionDavid S.
Having a uhaul at a busy gas station was good because it was close but it's not trusting when you don't get charges explained that are ridiculously high. Next time I'd definitely go to an actual uhaul building where they do everything professionally.Kristen R.
My reservation called for an 8:30 A.M. pickup for a 15ft truck. I arrived at 8:20 to an unattended locked facility. After calling UHaul directly I was given another phone number for a regional UHaul manager to help me. Myself and UHaul called the site number, no answer. The attendant appeared after a 3rd call by the regional manager. I was then told they did not have a reserved 15ft truck onsite, but only a 10 ft truck. Although the regional manager showed two 15ft trucks in inventory. The attendant explained the 15 ft trucks were out for maintenance. Also, I reserved 2 handtrucks and moving blankets. I received 1 handtruck only. When I asked what was the point of making a reservation, I was met with a take or leave shrung from behind a glass partition. I hired hourly labor for the move. So the total time of the move was extended because of the late start. I also had to use two personal vechicles to transport the remaining items not able to fit into the smaller truck. Moving is stressful enough without dealing with these sorts of problems to start. I have used UHaul in the past, without issues. Hopefully this was just a bad dealer.Robert M.
I arrived with no one else in the store having completed express check out online. The clerk was rude and EXTREMELY unprofessional. I arrived almost 15 minutes late I had my documents ready said please thank you and still was treated terribly. I gave the clerk I believe Mohammed my DL he took it didn't tell me what he was doing and proceeded to ask for my credit card. He sat it on packs of gum while still working with my DL on the part of the counter where clear plexiglass allowed my card to be visible. Three male customers came in. Instead of asking for my patience as I was there first he essentially told me to step aside. I explained I had a timed rental and had been there first if he could please finish bc I had people waiting on me to help me move. He said no, I could go somewhere else he wasn't going to help and threw my DL and credit card back at me under the plexiglass. I was perplexed because I was not rude or nasty with the man. Everyone in the store allowed him to handle me this way. I did wait bc there was a need. When he took my id documents back he said he didn't have a dolly which I had reserved as part of my order and he wasn't going to charge me. What he did instead was at a 25 $insurance fee to my bill that was NOT on my reservation. I was very disappointed by the signage of the building, I assumed I would be working with a kiosk which in fact would have been more favorable than BFF man behind the counter. I did everything possible to use and return the van as soon as possible which my reservation was for 6 hours and it was returned in approximately 4. The return process was much easier as I gave him the key and could simply walk away. I would NEVER recommend anyone to use this uhaul location. They do not honor customer service, guarantee your reservation, and up charge you for things you do not request. Horrible!! The man had no empathy and did not care about my time he was interested in making money for his store and serving me before women. I observed how he handled men while I was there and my experience was very different. I literally was spending the most $ of anyone who walked in and was treated less than everyone. Totally unimpressed.Staci W.
The employee required me to take my phone. I asked why and he did not answer whyChristopher T.
I went through all the trouble of reserving my rental on-line and uploading my drivers license. Although the rental place had my reservation number , I had to do everything else all over again. I wish I had a way to upload the pictures I took of my rental. But I'll post them on social media!Paul M.
Need to let the customer know the requested equipments are not available before pick up time.Tri P.
Nothing at all. This place is horrible. Don't go there. The morning guy on 9/6/messed up my orderIrene A.
The Uhaul truck was extremely dirty and contained used cigarettes and ashes, dirty underwear, and half empty drink bottles. The truck was obviously not cleaned before being rented out to me. Also this site did not have any of the moving supplies I reserved. The store clerk was also extremely rude and difficult to work with.Jasmine S.
Poor customer service and the uhaul truck was dirty, needing maintenance, & no A/CEllis P.
This was my worst uhaul experience. The customer service at this location was awful. I have been a repeat uhaul customer during my many moves so I don't fault the company. I am only faulting the employee that was working there. This employee was not friendly at all, he kept telling me that he could not complete my order until I checked in online which I did before I even walked into the building. He was very rude and blunt. Then when I finally got the keys to the truck I went to inspect it and opened up the trailer and there had been a homeless guy sleeping/staying there. He had food and supplies in the trailer. I then went and told the worker and he said it's not his problem that I just had to tell the homeless guy the cops were coming and he would leave. The employee did not even try to help or leave the counter to see what I was talking about so this must be a normal issue. After I cleaned out the trailer the smell was terrible. It smelled like he had been there for a while. Then I went back in to ask for a different truck since there were 2 other 15' trucks on the lot and the trucks are supposed to be cleaned before each new rental and he was rude and told me I could not that I had to clean it out and take that truck. Then there was also no gas left in the truck. The gas light came on a mile into my trip.chris R.
Have workers that will actually help your customers and that will clean out the truck before and after each rental!Lynette M.
Le client n'a pas laissé de commentaire.Lamesha L.
Le client n'a pas laissé de commentaire.Amina E.
Le client n'a pas laissé de commentaire.Edward C.
Le client n'a pas laissé de commentaire.Amethyst T.
Air conditioning on unit blows hot air, 90 degree day in the city air conditioning would have been niceJohn R.
The truck had no gas, smelled strongly like cigar and the ashtray was full of ash (truck was not clean). The location was very sketchy and the employee that helped us was behind a very thick glass cage so I could barely hear him talk. When returning the truck, this person made me go back to the truck to take a picture of the milage and gas to show him with my phone through the thick glass. Overall, a very inefficient process.Karen S.
Le client n'a pas laissé de commentaire.Emily S.
Get rid of the on the phone cashier. No communication skills at all.patsy V.
Was charged 10 $for parking without prior notificationEllen R.
, I booked a van from your company today between 3,3 PM and 7,3 PM. When I arrived to the designated location to pick up the van, I couldn't access it using my SmartPhone although your application indicates that I could. After 1 hour of trying to figure out what options do I have, your customer services representative directed me to another location which is 2 miles away from the original one and I had to take Ubers to reach it and get back from it instead of the original one which was only a few blocks away from my apartment. I completely understand the hard times we are all going through, and as someone who is working in a hospital, you can imagine how important the weekend is for me and my family. But, I tried to tolerate forcing me to drive extra 4 miles, wasting 1,5 hours of my time waiting to figure out what I have to do to finish my business and then spend more than half an hour between picking up a DIRTY van and dropping it again in the same location. All of these and I tried to keep my patience respecting everyone's effort in keeping this business running. But, now I just received the receipt for my trip (Attached) and you doubled my payment for 30 min delay in dropping the van! This is totally unacceptable!HOUSSAM A.
It was very unclear as to what the pickup and drop-off process was supposed to be. They initially marked me down as returning the truck an hour later than I had, which resulted in being charged for a second day (this was cleared up when I called customer service). The dolly I ordered was not there. There were also discrepancies between the conversation I had over the phone when making the reservation with a U-Haul representative and the details of the reservation I received. It got the job done, but overall wasn't exactly a confidence-inspiring experience.Jordan E.
Only charge the stated amount. And the price you quote should include everything with no hidden fees. We were quoted aprice of 70 some dollars but were charged 96 dollars.James T.
Le client n'a pas laissé de commentaire.Gerald G.
Equipment must be maintained. Change oil required warning light was on the entire time I drove the truck. When I did the pre inspection before leaving the lot, there was alot of damage that had not been marked. When I asked the attendant to acknowledgement it and that I was taking pictures, he said that's for your benefit we already know about all the problems on that truck. He never came to see what I was referring to. The furniture dolly I requested wasn't there and they tried to get me to rent the more expensive flatbed cart. When I brought the truck back last night I asked the attendant to come to check the odometer because it was defective he said for me to take a picture instead . That did not work because the maintenance message kept popping up. I paid for 20 miles but only drove 15,9 miles. When I asked for a receipt he said Uhaul would send me one with my refund within an hour. I still haven't received it. It's the next day. These people are shady. Go to another Uhaul authorized provider with well maintained equipment if possible.Kathryn H.
Did the pick up through the app. Sat for 10 min and it wouldn't get past â€œawaiting approvalâ€. Went into the store to ask for help. Guy booked me a second booking and was missing requested items. Then blamed me for â€œconfusing himâ€ with my already existing order.Ari J.
Le client n'a pas laissé de commentaire.CAMERON F.
Le client n'a pas laissé de commentaire.Seth S.
Le client n'a pas laissé de commentaire.Nicholas L.
Le client n'a pas laissé de commentaire.Wendy C.
There was no drop box location and the store clerk wasn't familiar with the uhaul process and he was disrespectful .There should be a drop box placed outside the store location.Grayling H.
this was one of the worst experiences renting a vehicle i have ever had. The vehicle smelled terrible and was dirty, it had no suspension and the mirrors were stuck, which is quite dangerous. I ordered and paid for moving equipment, but there was none, and the teller didn't even try to get me any when I brought it up. the teller was extremely rude, and helped 4 people between when he took my credit card and gave it back to me. Also be warned they will charge you for parking, which, you are obviously forced to do since you cant drive two cars at once, so be prepared. definitely don't go to this place unless you absolutely have to.Aaron F.
My reservation I originally made for a 15' truck was lost or otherwise couldn't be found and when I made another order at the time, I was given a 10' truck insteadBen R.
I reserved a van and blankets and requested mobile pickup - when I showed up mobile pick up was not allowed, I had to go inside to the service station cashier, they said they had no van, no blankets, but gave me a truck instead. Then they told me if I had my own vehicle to leave while renting the truck, I had to pay 10 $/day to park on their lot because its private property! (FYI there if free street parking instantly off the lot they didn't mention.) When I returned the truck their lot was full, so I parked off to the side of the entrance, but the cashier told me I needed to move it to another spot on their lot or out to the street parking myself. wow. When it came time to payment, I had to show a photo of mileage and gas level to the cashier who then said he wanted me to email it back to them in the app also, and was going to give me nothing to show that HE actually checked me out and checked me in, but now expected I should act as though it was done mobile, when it was not. POOR customer experience. A little less convenient location I used previously was a better experience - all done mobile too: 2401 S Hanover St, Baltimore, MD 21230.Fatimah S.
Truck was reserved through Uhaul app but app did not work for picking up truck after all. I had to go inside Citgp for pjck up. Attendant was very helpful and had me on my way in no time. Answered all of my questions. Also, I don't understand the point of specifying in the Uhaul app how many hours you need truck if you are paying for at least 24 hours any way.Jeffrey B.
The loading ramp for my truck got stuck every time we tried to pull it out or push it back in. We lost over an hour of time just dealing with the ramp. When we called the location to ask them to extend the time, they didn't pick up. We then called your customer service and we told that you couldn't extend the time even by just an hour without charging me for an entire extra day. You need to be able to edit things when the locations aren't able to be reachedDanielle D.
The employees at this location are the absolute worst! I was scheduled to pick up my truck at 7:00am. I shower up at 7:20 and had to wait for the Citgo employee to finish smoking his cigarette which was 15 minutes. After that he said that someone left a computer in the truck and couldn't give me keys. The Regional office got involved and he completed ignored them. After 35 minutes, they called me into the store to ask my name, which he promptly responded with you don't have a reservation here. He asked if it was Baltimore which I said yes and he said theres a lot of different Citgo's in the city try another one. I checked in using my mobile so I knew the truck number and had already spotted it on the lot. This made him angry so he threw the key in the drop box. Will NEVER give business to these jerks again!Sean W.
Nothing but a head ache from the beginning with people that don't understand English and have to talk with the owner of the gas station on the phone.not getting any paper work Being over charged out the ass Go somewhere where else things place was not worth the hassleDanny H.
The man at the counter took way too long to check me in, and when I got there, the equipment I had reserved wasn't available so I ended up with a totally different set of equipment. This is only my second ever experience renting a uHaul, and it was by far the worst.Leigh O.
Le client n'a pas laissé de commentaire.Joseph C.
It was quick and convenient for my new location less than 15 minutes away thank you U-HaulREGINALD W.