Customer Reviews for U-Haul Moving & Storage at VCU

Évaluation :

4

Staff was courtesy and friendly however, staff could have been a little more attentive to customers verses carrying on friendly conversations among themselves while customers were waiting for service. Intra-staff conversations slowed service to waiting customers.

Évaluation :

5

Jamerieka was super helpful for my move-in and move-out!

Évaluation :

5

Overall great staff and clean up stairs. Area around elevator was a dumping ground. Need more Dollie's & parking. If you advertise that someone can check out outside instead of waiting in line that we be an awesome service which you already offer but no one knows about it. Hope this helps.

Évaluation :

5

The truck was dirty on the exterior as if a liquid substance was thrown against it. The interior smelled like urine. The last day of rental the air stop working and I was charged with a gas fee when I filled the tank to the capacity that Kroger gas allowed which showed the tank was 3/4 full vs full. I spent $34 and change on gas but was charged $31 and change.

Évaluation :

5

Great service, very fast.

Évaluation :

3

I prepaid for an appliance dolly but none were available when I picked up the truck. I could have waited for a different dolly but it would have meant returning to the counter and waiting in line on a busy Saturday and possibly incurring overtime charges. I was billed for the appliance dolly anyway

Évaluation :

1

Arrived to storage room and instantly got greeted with attitude. Went to my storage at the top floor and there was black tar hanging from the celling and covered all of my furniture. I would like I refund for at least some of my money but I know they will give me attitude. When I arrived to my storage unit there was a red tag indicating I haven't been paying my payments but I paid all my payments and had receipts for all my payments if I could get corporate number to get a refund please let me know.

Évaluation :

2

Truck was in poor repair. Obvious body damage which impacted the ability to use the truck. Bluntly , the side doors could not be opened.

Évaluation :

4

Smooth experience overall, was in and out in minutes.

Évaluation :

2

The "Key Drop-off" did not match the example photo and led us on a wild goose chase until we found a slit in the glass of the establishment with a piece of printer paper with the words "Drop off" written in sharpie. The one-way exit was inaccessible due to other U-Haul drop off vehicles blocking the way, so we had to exit through the entrance.

Évaluation :

5

truck was dirty outside.

Évaluation :

4

Additional help in yard

Évaluation :

5

This actual location is the best U-Haul location I have worked with the absolute nicest and accommodating staff. I wish I knew the name of the woman that helped me out I would shout her out. I literally could not believe how sweet she was. After dealing with a lot of not so nice people all week trying to get my son moved she was a refreshing surprise.

Évaluation :

4

Congested location, but the staff makes it work

Évaluation :

4

Very nice & efficient

Évaluation :

5

Easy reservation and pick up. All staff was very helpful.

Évaluation :

3

See above

Évaluation :

4

I feel there are a lot of quirks with the timing of the entry into the elevator And how it works to call the designated floor when going to the second floor.

Évaluation :

5

The experience was an excellent one. Everything worked out for me.

Évaluation :

5

Nothing to improve. Staff was helpful, friendly and efficient.

Évaluation :

1

It is completely unprofessional, careless, and they don't care for the customer. Beside the fact that I was giving a truck that should never be on the road, I was sent text threats by the store management. The truck had a huge dent on the right side, it was completely out of alignment, the transmission stalls while I was driving, and it had old windshield wipers. I contacted the store to discuss dropping the truck at the nearest Uhaul location because Richmond had a flash flood warning, and I felt very unsafe to drive in such a condition, and as soon as I hung up with the store, I received a text threat from the store, saying “If that truck isn't returned tonight I'll be sure to report it stolen first thing in the morning”. This is completely an ethical, and a very dangerous way to treat your customers. Forcing your customers to endanger, and put their lives at risk, is a very nasty practice, and can easily result in legal actions. I expect UHaul to take responsibility for this. Customer's safety, should always be your number one priority.

Évaluation :

5

Aucun

Évaluation :

5

Bien

Évaluation :

5

In the recent week, U-Haul has helped me though a Murphy's Law of a move. good prices, lots of resources, convenient location, and Great Staff ! Thanks very much !

Évaluation :

3

I filled the tank a quarter full but was charged for being one tick under.

Évaluation :

2

Office workers were very nice. Storage facility was difficult to physically access and store belongings in.

Évaluation :

5

Nothing to suggest -- it was a great location for us since we were only a few miles from both move-out and move-in. Staff were friendly, professional and easy to work with.

Évaluation :

4

The Lombardy Street location was nice. Only one thing: The gentleman that help us said, "To drop off the rental, follow the yellow painted arrows until you come to a Stop sign." We saw no Stop sign.

Évaluation :

1

They gave away my initial order, then ended up giving me a death trap that had no catalytic converter or right hand side wing mirror that was 5ft shorter than the truck I ordered

Évaluation :

5

I utilize the app and I plan to arrival at the facility I uploaded my photo I uploaded my copy of my driver's license however the app kept sending me back to the beginning starting over several times to the point where the team member told me that I'm it's faster to go inside and deal with customer service directly. I was hoping that the app would expedite things however that wasn't the case today. I'm pleased to announce that my rental of the vehicle today went well and as a surprise while I was cleaning up I found a key to another vehicle # 8571 underneath the seat. I placed it in the lock box key drop off at the door of the Lombardy U-Haul VCU. As a reward I would like to have a nice steak dinner at Ruth's Chris lol, complimented with a lobster tail for finding such a vital element of your operation as a key to a truck. I'm sure locksmith would have been happier if they were called however after doing business with you for many years had decided to drop it in the box and take the steak dinner :) .

Évaluation :

3

Please make sure when giving the pickup location and time it's well enough in advance to make sure the proper arrangements can be made. And things shouldn't change the day before a move. It can cause a mass inconvenience.

Évaluation :

4

I arrived 30 minutes late for my reservation that I made online. I had already been kicked out of the que and had to wait in line to get it resolved. Everyone was great, but I was disappointed about the online experience and pick up process.

Évaluation :

4

The young men who work helping folk on the outside of the facility were all super helpful, patient and attentive!

Évaluation :

5

Everything was excellent associate that helped me was knowledgeable and very good. A win for U Hall

Évaluation :

5

I rent a van regularly at this location. They always have my van ready to go and they are always friendly and helpful.

Évaluation :

3

Didn't answer the phone for 30 minutes but i finally got some help. overall a 6/10

Évaluation :

1

Got the keys and went to go inspect the truck but couldn't walk entirely around as the truck behind mine was impaled in to the back of my rental's bumper. Pulled out of the lot to inspect the bed of the truck and there were piles of broken glass, some loose screws, and dirts throughout. I called to notify the staff and they said I could choose between swapping the truck or $50 off my rental if wanted to sweep out the bed for them. I chose the latter and went on with my move. Upon returning the truck, I was told that no one had authorized that discount and that I wasn't going to get that money back. Staff had a careless attitude and were dismissive. I highly recommend using a different moving service if possible.

Évaluation :

5

The web browser application for turning in the rental after hours is glitchy. As a result, you may be unable to do self turn in and will have to pay an additional $20 service fee since it crashes 9 times as you're trying to use it.

Évaluation :

2

I never leave reviews but this one douche flute that works for this uhaul pick up... The whole process was great until I spoke with someone who called me an hour after picking up the truck telling me that I needed to return the truck because I was given the wrong vehicle(which was scheduled for another move the following day). Unfortunately I couldn't take any return options because the movers had began to fill the truck and would not repeat the process for free. After a few pointless minutes going back and forth with me explaining why i couldn't bring the truck, the associate stated I would be charged for both mine and someone else's reservation. I told him he couldn't do that so I'd for sure go above him, where he replied, " Well I'm corporate so I'd like to see you try". I never was charged : )

Évaluation :

1

You should mention prior to someone moving there that you may get a upstairs storage room.

Évaluation :

5

Keep up the good work

Évaluation :

5

Oil light on at pickup. Air conditioning did not work 5+ hours in 100 temps. Otherwise truck functioned great and was clean.

Évaluation :

4

Service was great! Had an issue with the van - the A/C worked when I picked it up on 7/17 but not when I started it the morning of 7/18 and did not have time to exchange the van.

Évaluation :

5

It was so quick, I blinked and I was gone from the drop off.

Évaluation :

5

Customer service was excellent. Friendly, fast, accurate and responsive. Great crew! Seamless check-in!

Évaluation :

5

2nd time trying self service pickup. Close, but got hung up on the second form of id requirement. Providing a contact number caused enough of a delay that I went into the office to complete the checkout. Since I had already started the self service process, the agent discovered halfway through that she had to start over. Took an hour to get my rental, which is not exactly what you're selling with self service. Still had time to move, so worked out k.

Évaluation :

1

The app is absolutely terrible. The whole procedure is incredibly un intuitive. I park at the desk, then walk to the truck, then after I find the truck I have to walk back to the desk where I started. I told the people at the front desk, they were just like “oh yeah, the process is backyards”.

Évaluation :

5

Positive comment - check in process was very efficient.

Évaluation :

3

We didn't get an inspection done but was told that because we have a Ford Truck we didn't need one, and although somewhat true, I still wanted an inspection done, and as well we felt very rushed with getting the equipment into the trailer, but the front desk was very wonderful. Just glad although we were rushed everything was accounted for and setup correctly, but just worried for future customers if that may not always be the case.

Évaluation :

5

Staff were excellent. Very friendly, speedy and professional. Would recommend

Évaluation :

2

Reservation wasn't ready. Was on hold for 45min and got a truck but no moving equipment.

Évaluation :

4

The staff member I dealt with at this location was extremely helpful and friendly! Very clean and organized facility.

Évaluation :

5

Very friendly and professional customer service!

Évaluation :

5

My experience was great

Évaluation :

3

My uhaul was given away because I was late to pick it up. I had to wait an extra two hours for a uhaul on an already stressful day of moving. I get it from a business aspect, however I had rented it for a certain number of hours and I should have been contacted before giving it away. Plus, there were at least 4 uhauls on the property matching what I needed that stayed there the entire day. I could have been offered another truck. Moving is a stressful experience and not everything always goes to plan. Be more courteous.

Évaluation :

3

The equipment and location were switched when I confirmed the reservation. Why? I don't know. So none of the questions in this review apply. I rented a trailer for a motorcycle and got just a regular ramp trailer. The people at the rental center said they did not have that kind of equipment. Then why was to location changed? I was able to use the trailer but it was not what I ordered and wanted. I will not use U-Haul again.

Évaluation :

2

I have used many Uhaul services; however, 900 N Lombardy is by far the most unprofessional in their practices. There were two MAJOR issues: a damaged and unsafe truck and the amount of time it took to get assistance once I reported that the truck was blocked in by other trucks and that the tire pressure light was on. Time was wasted before I could drive off the lot. The tire light was ignored; they claimed it was normal and the tire had already been checked. Well, 25 miles after driving off the lot, that SAME right rear tire popped and caused us to pull off the road, stranded until they sent roadside assistance. So much time was wasted and my life was in danger. This is an issue that could have been resolved before they allowed customers to rent that truck. And after all of this, I only got $35 returned to me. This should have been a full refund, but it is okay, I now know which Uhaul service not to use. Stay safe!

Évaluation :

5

The staff is great. They are very helpful and friendly!

Évaluation :

5

We had great service at the Lombardy location. Our check in person, Danni, was polite, helpful, and very pleasant to deal with.

Évaluation :

2

How do have upper level units and only one set of portable stairs on a floor

Évaluation :

2

The unit is old and was supposed to be climate controlled but it's just a wooden box. I've used uhaul be and the facility was much nicer. I will be moving to a better fain the near future

Évaluation :

1

I had to store furniture in a storage that had so access without using moving stairs. Imagine loading a 150lbs couch up to a storage unit without direct access. Be mindful of storage unit needs of people, caution them about if it has direct access

Évaluation :

5

U-haul storage facility was located on the ground floor. The unit was clean and ended up being the perfect size to move my daughter's belongings into

Évaluation :

5

Very professional very helpful and nice.

Évaluation :

5

A well run facility !

Évaluation :

5

Very polite crew. Assisted tour of storage center after upgrading unit size.

Évaluation :

4

It was an easy process to check in and get my storage unit. I like the level of security offered and the fact that there were free flat bed dollies available to help me move my things.

Évaluation :

5

When I got the unit I was told I had 24 hr access and turned out that I didn't . So it was very inconvenient for me when I had to rush from work to try to make it there before they closed

Évaluation :

5

Danni at the front desk was very helpful. Our first storage unit was too small. He got us all squared away without an attitude

Évaluation :

4

I feel the building need to renovated explore the two bumpy on the elevator

Évaluation :

1

This is the worse storage and experience I have had. I wouldn't recommend this storage to anyone. This storage needs to be shut down. Management wasn't helpful. Corporate wasn't helpful. I hate this storage

Évaluation :

1

Worst experience I've ever had. Please pick another uhaul if possible

Évaluation :

4

I would have preferred someone bring the vehicle out. When I found vehicle it was blocked by another and had to go back to the office.

Évaluation :

5

Always love the convenience. Thanks.

Évaluation :

5

From the first time I called the staff was amazing. Dequan is an amazing associate to the U-Haul team. This young man went above and beyond for me and my family in my very difficult relocation.

Évaluation :

3

Rates and hours were on par with similar storage units in the area, but buildings were not clean, general maintenance on the building was not maintained (e.g. trip hazards from broken flooring on elevator landings, fan/climate control units making loud noise and not regulating temperature), sirens going off without bring addressed by security/employees).

Évaluation :

5

This facility is extremely well run. Staff is excellent Franklin Butler

Évaluation :

5

Amazing customer service, phenomenal experience!

Évaluation :

5

Great facility and staff. Could use a few more carts and possibly a dolly but otherwise a good experience. Merci!

Évaluation :

5

Juju and the staff were super friendly and helpful!! Juju was very accommodating when we were trying to figure out the right size storage. When we were exhausted and trying to get the last stuff in for the night, a gentleman that worked there offered to go get carts for us. The only thing I can say that is not that great, but it is the city so it makes sense, is the lack of parking and unloading areas. The poor man that was working there was having to juggle every car that came in and get people moving one way or another just to be able to get people in to park for unload or load or get a truck. But, that really didn't affect us that particular day just because we were lucky enough that the loading zone was open, it was just very hairy trying to park and get in and out with all the other cars trying to get around. But the people that worked at U-Haul were used to it and very good about getting people to move around where they needed.

Évaluation :

5

Good,fast, easy

Évaluation :

5

Ty was awesome and made my move out experience easy! Give that man a raise!

Évaluation :

5

Great staff support! Outstanding service!!

Évaluation :

5

On the late morning of Sept 12, 2021, I came to the VCU location to unload a 6x12 trailer into a 5x10 storage unit and then return the trailer. All 3 staff members I saw were incredibly helpful, friendly, and professional. I wish I'd gotten their names but I was exhausted from driving and didn't think of it. Everyone at this location that day was just a dream to work with, and I truly appreciate it. Best service I've ever experienced at a Uhaul.

Évaluation :

5

The Manager, Dannisha Williams, and Tyrek Jones, both expertly assisted, was efficient, and thoroughly explained how the storage unit process worked. They are exceptionally good ambassadors for the UHaul experience. The process was made seamless, and I am very grateful for their assistance. Both Dannisha and Tyrek are to be commended.

Évaluation :

5

Jason Kruzel did a great job with customer service

Évaluation :

1

Since Lance left, management has went down hill. But I am hopeful that it will improve.

Évaluation :

5

For the last 4 1/2 years while my daughter attended VUU I’ve experienced nothing but quality service from this facility.

Évaluation :

4

The staff there was very helpful, kind, and friendly. I did rent a 10 x 10 truck which drove good and was clean. I also had an issue with my storage unit as it was too small. That was a mistake on my part, due to thanking my belongings could fit in that space. The great thing about that situation was, I was able to get a full refund on my storage unit, as I only had it for 2 days. I thought their action on this situation was awesome. I did not have any problems with obtaining my initial payment for the storage unit. I think your agency did a great job with my situations. Thanks for all the agency has done for me and have an awesome day

Évaluation :

5

Great service all around.

Évaluation :

4

The staff was very professional, but there is one staff that really stands out, she had the greatest attitude and always had a smile and ready to assist. Thank you JuJu

Évaluation :

1

I'm paying for climate control. I'm not getting what I paid for.

Évaluation :

5

Incredibly kind associates!

Évaluation :

5

Thank you for a wonderful experience.

Évaluation :

1

I am writing this review to inform whoever may be interested that I had the worst customer service experience of my life with U-Haul last weekend. In hopes of being comprehensive, I will start from the very beginning of trying to set up my trunk rental online. While initially I was able to reserve a truck from 7/30 to 8/2 through the website, I received a call from U-Haul Customer service informing me that it wasn't possible to rent a truck for the period of time that I was requesting. Instead I was told that I could rent a truck two separate days and an onsite storage unit. When I showed up to the North Lombardy location on 7/30 to pick up my rental, Dani not only attempted to talk me out of a storage unit but neglected to get me set up with said unit after I clearly stated my need for one. After returning to the same U-Haul that afternoon to inquire about my storage unit I was told that none were available. I promptly called U-Haul customer service to try and get this situation solved, and fortunately was able to be insured I would get my storage unit. When returning to the N. Lombardy location 7/31, I expressed that I was unhappy with the miscommunication the day prior and asked what was going to be done to correct the errors made and the inconveniences caused by the errors. Dani's response was that she could cancel my storage unit, and she claimed she was already doing me favors. I did not see it this way because the clearing of the unit was done because of mistakes made by U-Haul employees at the N. Lombardy store. After this response I asked for the phone number for Dani's boss, Clinton O'Neil, and I left a message with his office at just before 8 AM. I refused to deal with Dani any further until I spoke with Clinton, which never happened. Instead of insuring I got in touch with Mr. O'Neil, Dani told me she was calling the police to report the truck as stolen. I hope one can agree that that was not only unnecessary but a drastic escalation. When returning to the store to sort out the issue I was gaslit and again told I was being done favors and not being treated unfairly. I called O'Neils office immediately and expressed how important it was that I speak with him. About an hour after leaving the store I received a call from O'Neil's office and spoke to who I believe to be his assistant. After explaining the scenario, I was told my rental was being extended and I didn't have to return the truck until 8/2 and would be receiving a call from Clinton that day. While this solved the present issue it didn't resolve the horrific way I was treated by the North Lombardy manager, and I never heard from Clinton O'Neil. All this being said, I plan on never using U-Haul again and will happily pay twice as much to not be treated the same way. if I do not receive a response from the proper individuals to fully compensate me I will gladly post this review on any and all platforms

Évaluation :

1

I am writing this review to inform whoever may be interested that I had the worst customer service experience of my life with U-Haul last weekend. In hopes of being comprehensive, I will start from the very beginning of trying to set up my trunk rental online. While initially I was able to reserve a truck from 7/30 to 8/2 through the website, I received a call from U-Haul Customer service informing me that it wasn't possible to rent a truck for the period of time that I was requesting. Instead I was told that I could rent a truck two separate days and an onsite storage unit. When I showed up to the North Lombardy location on 7/30 to pick up my rental, Dani not only attempted to talk me out of a storage unit but neglected to get me set up with said unit after I clearly stated my need for one. After returning to the same U-Haul that afternoon to inquire about my storage unit I was told that none were available. I promptly called U-Haul customer service to try and get this situation solved, and fortunately was able to be insured I would get my storage unit. When returning to the N. Lombardy location 7/31, I expressed that I was unhappy with the miscommunication the day prior and asked what was going to be done to correct the errors made and the inconveniences caused by the errors. Dani's response was that she could cancel my storage unit, and she claimed she was already doing me favors. I did not see it this way because the clearing of the unit was done because of mistakes made by U-Haul employees at the N. Lombardy store. After this response I asked for the phone number for Dani's boss, Clinton O'Neil, and I left a message with his office at just before 8 AM. I refused to deal with Dani any further until I spoke with Clinton, which never happened. Instead of insuring I got in touch with Mr. O'Neil, Dani told me she was calling the police to report the truck as stolen. I hope one can agree that that was not only unnecessary but a drastic escalation. When returning to the store to sort out the issue I was gaslit and again told I was being done favors and not being treated unfairly. I called O'Neils office immediately and expressed how important it was that I speak with him. About an hour after leaving the store I received a call from O'Neil's office and spoke to who I believe to be his assistant. After explaining the scenario, I was told my rental was being extended and I didn't have to return the truck until 8/2 and would be receiving a call from Clinton that day. While this solved the present issue it didn't resolve the horrific way I was treated by the North Lombardy manager, and I never heard from Clinton O'Neil. All this being said, I plan on never using U-Haul again and will happily pay twice as much to not be treated the same way. if I do not receive a response from the proper individuals to fully compensate me I will gladly post this review on any and all platforms

Évaluation :

4

Only 4 stars as your one employee, I should have taken his name ... Caucasian male with facial hair was extremely condescending to me over a simple question, so much that I had to call him on it and then he stared me down. Casually, I noticed him speaking in a similar way to other U-Haul patrons. Awful customer interaction and he should not be allowed to interact with customers. Again, I don't know his name and should have taken his name from his name tag, but he was working the return truck line on 08/01/2021 when we were there from 1230-1430. Awful Customer interaction !!!!!!!

Évaluation :

5

Excellent service DeQuan was an awesome associate

Évaluation :