We went to rent a U-HAUL today and reserved one online for this location. When we arrived, the guy at the counter asked us to go look at the van and stated " can you guys get out of the spot?" ( referring to the recent 7 inches we received in snow this week). We said no, it was completely blocked in by snow ( and also covering the top and windshield). He told us that we needed to clean it off and dig it out if we wanted to rent it. He was very rude about it and said " I don't know what to tell you" when we questioned why we were responsible for doing this task when we are renting the van and it's his parking lot. I had to ask him for a shovel, and my husband spent the next 20 minutes digging the van out of the spot so it could be driven. While I was verifying my information, the same man at the counter told me that he was only acting upon the owner of the Shell's gas station request that no employee touch any of the U-haul vehicles. He stated that one of the U-Haul representatives came to their lot ( he did not say why) and broke one of the windshields to a truck by mistake. Therefore, he could not touch any of the UHAULs himself. He also said that he is responsible for running his store and couldn't leave to do such a thing. So, because of the negligence of someone else- my husband had to stand outside in almost below-0 weather and dig out a truck we were paying to rent. It is absolutely absurd, nor did it say anywhere in the contract that something like this was our responsibility ( which was only given to us after we agreed to complete the task ourselves). Unfortunately, we needed the van for that day in particular, so had no other choice but to oblige. Upon returning the vehicle, the same guy took the keys from us, hit a few keys on his tablet and gave us a total and said "you're all set". I was confused, because he didnt inspect the vehicle nor check the mileage. He told me that it was automatically totaled in the computer from the van (?). After I further questioned this, he went out to the vehicle and jumped in the driver's seat to look at the gas (which we filled). While he had the van started, I asked if I could take a picture of the mileage for my records ( in case of any discrepancies) and he told me again that it was automatically recorded. I had to repeat myself and tell him that I wanted a picture, and he let me take one. He said that I should have an email stating the mileage was 15 miles total, and I had yet to receive one. I asked if he could show me the receipt on his tablet where he had my information, and he told me to check my email again, as if I were lying. Finally, I was able to get him to show me the receipt on his tablet. I didnt receive the email until an hour after we left the Shell. I am disgusted that this location even has U-HAULs to rent if they are so inconsiderate to the customers, and to the company itself. We would have been held liable if something happened while we were digging it out, and if they're renting vehicles out of their parking lot, they should have them easily available or take responsibility for getting them available to rent. I will absolutely not be using their services for anything, ever again. I highly DO NOT recommend.
Christina S
Arbutus Shell
(U-Haul Neighborhood Dealer)
Services dans cet établissement :
One-Way and In-Town® Rentals in Arbutus, MD 21227
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Autres U-Haul Services
Évaluations des clients
- 3,5 - Cote moyenne des clients
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Vos précieux commentaires nous aideront à mieux vous servir.
The location needs to have drop offs locations right after service instead driving back to the same place I picked the truck up!.
ALMOUSTAPHA DTruck wasn’t clean there was food cups behind the seats dirt in the mats
Christina Pfast service, friendly staff, truck clean
Cheryl BLocation was good and the attendant was OK. But I only drove 7 miles all day and put 3 gallons of gas in before returning it. He said I was way lower than when I left and was going to charge me $30. I took the keys back and put more gas in but there is no way the truck gets less than 3 miles to the gallon. The $20 rental is a scam. It really costs $70 before it’s all done. So the location is above average but the charges are outrageous
KRISTA C