The website claims that the access hours are until 10 PM. I showed up at the facility at 6 and was told I could not gain access to my unit because it was 6 and that it is closed. I had a U-Haul truck full of items I needed to put into the storage unit and was forced to rent the truck for an additional day because of your lack of quality control. I'll be speaking to my lawyer about your false advertising and inaccurate information displayed about your facility.
Ryan E | First ImpressionsCustomer Reviews for U-Haul Moving & Storage of Lombardy at VCU
Testimonials From Recent Customers
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
Horrible communication on Uhauls part, moving is a very frustrating time and yall did NOT make that any easier.. Getting to the Uhaul was no problem, but moble check in to the place was a NIGHTMARE. THERE ARE NO CLEAR INSTRUCTIONS ON WHERE TO GO AND HOW TO CHECK IN CORRECTLY AND WHAT PIN PAD TO DO THAT AT.. It was night time, there was no "facility map" available and for NEW people in a NEW city this can be very dangerous its DARK WITH NO MAP OR DIRECRION to what pin pads to use, especially this location being in the hood...Not to mention all the wasted TIME and MONEY I spent just looking for where to get into this place, I spent nearly 2 hours trying to find these pin pads, wasted a bunch of money because I had to pay these men by the HOUR to help me. There was a phone number to TEXT if you needed assistance after hours for mobile check in and NO ONE ANSWERED TILL THE NEXT DAY...ridiculous...! I spent almost 45 mins on the phone with customer service, Kevin who was wonderful! and extremely helpful but understandabley he'd never had been to that location and the facility map was not available for him either he was just as lost as I was. This experience was a NIGHTMARE especially because when we FINALLY got into the building the storage unit that I rented was more than 5 feet IN THE AIR whitch was NOT mention on the website when I booked it.. so here are these poor guys lifting this huge thing in the air above thier heads... this experience was dreadful and definitely could have been avoided if Uhaul cared enough about their customers safety, time, and money V.S. their quick buck..
leah L | Online Move InI would like more access hours.
JOSEPH R | First ImpressionsLower your mileage rate and a little more time using the truck
Robert RN/A
jacquelyn rThe young man who checked my truck back in was so helpful and pleasant to work with. However the young lady who gave me the truck initially was very short-tempered and surly. Not pleasant or helpful.
Katerine GThe truck was clean however the tire pressure light was on and the tire was significantly lower than the others. The van also smelled as if someone was smoking in the van.
Sharonda JDuring my return, I had to keep starting over because the app would keep kicking me out when I took a picture of information for the return of the truck.
Kimberly KExcellent team and very clean facilities. Everyone was very helpful, friendly and knowledgeable.
stefani r | Overall ExperienceWe were already extremely stressed as the first Uhaul location didn't have the truck that we reserved, and we only had movers for two hours. We were redirected to this location and had to navigate two major events happening in the city and standstill traffic. The first truck we tried to get had the check engine light on. The replacement had clearly been in an accident. There was a huge indent in the side, no mirror inside the cab, and the latch refused to shut. We took it because we were already in such a rush, but as we got back on the road to meet the movers, we found that the website wouldn't let us update anything, which was significant because the gas was empty and the website didn't show it. Not all of these things are the location's fault, but the experience was so horrible that I truly hope to never, ever, ever use Uhaul again.
Eden EThis was the BEST EXCELLENT experience We've ever had with renting a truck for moving. The staff was excellent, attentive to making sure we had everything we needed, friendly, organized & knowledgeable! I would absolutely recommend this U-haul station!
Charles MNothing stay just as you are.
sanitia dThank you.
Victor E | First ImpressionsWash with care!
JEREMIAH TThere should be lighting inside the storage units
Jacqueline A | Overall ExperienceThe truck that was provided to me was dirty and in rough shape. One of the tires had low-pressure. The check engine light was on. The steering column was making a winding noise and the Uhaul online check in process was horrible! The site was very glitchy and kept freezing. I have been renting from Uhaul for 10 years and this is the worse experience I ever had!
Leonard GHave the employee walk out to help find the truck. I was just given the keys and told the truck was out back...I spent 20mins just looking for the truck I was not satisfied at all
Veronica MThe staff locked the doors before closing time leaving customers outside unable to receive adequate service. The truck smelled terrible and had a broken visor that kept falling and obstructing vision.
Rachel WStaff was rude and unprofessional
Jennifer PThe truck I got have a lot of noise while turning the steering, also same with the brakes. I rented the truck for a day and then needed to extend it i was not told of the extra cost added. There was no transparency
Muhammad UHave more hands-on workers. Have trucks availabpeople that are courtesy. No one speaks or greets you. They don't answer the telephone. Rude nasty and obnoxious. I got there at 1 o'clock. I didn't get a truck until after 4 o'clock.After I left they called me and said they had a truck ready.Something needs to be compensated
Michelle HMs.Saucer was very helpful and awesome customer service she deserves a raise. Keep up the good work Ms. Saucer.
Paula G | Overall ExperienceNothing
kim cTruck share was awful. The staff was OK; the app did not allow me to pick my truck up at 8AM as I scheduled, and I had to pay my movers for an hour of work where I was sitting at U-haul waiting for the store to open to get the truck.
Anna BDoors were closed 15 mins before 7.
Erica NThe young lady that waited on me inside the office if I remember correctly name was JuJu - she made my experience excellent from the moment I approached the front desk to explaining everything to me and me being extremely comfortable in choosing this location. Kudos to her as I look forward to doing business again with this Uhual location just because of the HIGH LEVEL OF SERVICE PROVIDED! Even when I returned the truck and the process of my movers loading my storage space the young men working were so kind when asked questions and provided my mover with a dolly to use as a courtesy!! I GIVE THIS LOCATION FIVE STARS FOR MAKING THIS SUCH A WONDERFUL EXPERIENCE ! Thank you Uhual Team on Lombardy!
Helen G | First ImpressionsService was great, fast and courteous. Have used in past and will continue to do so.
Adam BTruck had no A/C making it an extremely uncomfortable ride.
Christopher RI returned the van with gas as supposed but they charged me $4.00 for gas
Angelia TThe truck I was rented had some minor dents on bottom outside doors. Also passenger outside mirror kept moving on its own. And the engine light stayed on. But I felt this truck was assigned to me cause I didn't get the "safe move".
CHRISTOPHER WOutstanding service provided by the young lady LaKeisha for our truck and the gentleman, Jalen for our storage unit. It’s refreshing to experience great customer service in this day and time. Thank you for having great employees!
racquel M | First ImpressionsCustomer service was great, the pickup and drop off was simple, staff were available to get me the rental and take it off my hands as soon as I arrived! For an in-town move, this was the smoothest experience I’ve had. I’ve also used a few other U-Haul locations in the past few years, and the Lombardy location is consistently the most reliable location for the type of vehicles I need to rent and to have the equipment I need. Previous experiences with renting Uhauls have been stressful, at other locations. I will continue to use this spot for booking!!
Yvonne FExcellent service overall!
Robert WThe service with customer service was great and the person explained me all loud and clear etc.
carlos rI moved in in February 2024 and when moving in they had the store entrance way with y’all equipment in the parking spaces which made it very inconvenient to move in.I asked one of y’all employees if they could move it so I can unload my truck. HE SAID “we don’t have nowhere to move it to they keep sending us all this stuff.” I said how am I supposed to move my stuff in if these trailers blocking the door. So I had to wait to the next day and try my luck. Then I rented a dolly not knowing that y’all have free carts to use no one mention that y’all had these. That would have saved me a lot of money. The store hours are crazy they told me that it opens at 5 am but when I got there at five they said that it opens at 9. So again I had to wait into it open! When moved out I rented a U-Haul I had to walk all the way around to the back to get it. No I will not refer anybody th.and I will never come back ever again
LATOYA J | Overall ExperienceOne time I got stuck in the elevator and the manager sent someone immediately. Have loved being a customer here!
ASHLEY P | Overall ExperienceConvenient location for drop off. Easy to find and access.
Davena RFirst of all it should have been on a full tank knowing it was coming from Richmond to Hampton especially after they charged me almost 200 dollars never would do it again and would not recommend and this is my first time using them
Ronald Cvery professional, quick, easy
Rodney CGreat customer service, great experince!
ALEC TThe employees I dealt with were very helpful, efficient, and competent. They were busy and yet managed it all with courtesy and in an orderly fashion.
Sean MGood service
Gayk MWhat I found to be most inconvenient was the availability of parking spaces designated for customers. Each time I came to the facility there were seldom spaces available because the U-Haul trucks were parked in them. When I asked associates and management about the problem they stated they could do noting about it and that it was up to the owner to do something. What a frustration for those of us who are customers trying to navigate between our cars and transporting contents back and forth to and from our units. I did find associates to be professional and helpful as best as they were able.
Michele F | Overall ExperienceThe person at the desk was very unfriendly, not helpful, dismissive and continually ignored me and other customers, walking away from people and cussing under her breath when customers would ask questions or for clarification. Told us our order didn't exist although all receipts and communications were sent to my email using the original order number. Overcharged us both on gas and mileage so now I have to contact you all again to rectify. Overall, terrible customer service and experience.
Nancy BOne of the side view mirrors was shattered which made viewing when backing into spaces difficult. The transmission on the vehicle maybe slipping. A lot of unexpected fee's. Experienced difficulty modifying the time I needed the rental although I noticed multiple vehicles available.
Donald SMost of the staff was nice. HOWEVER, I am handicapped and asked if they had any accessible units. I was told no and they didn’t have an option. I was told no first floor availability, and struggled for an hour to find the unit and figure out how to unload with no ramp. The unit given was a floating 2nd story one. So no elevator for me, not easy loading and unloading. Finally after almost crying and asking for help on what to do, MAGICALLY a first floor unit was found in my building. BUT I WOULD HAVE TO PAY MORE FOR IT. The ADA is in place to protect those with impairment and disability to still access what they need, same as any other person. I am beyond upset and will be calling a manager. This needs to be made right.
Rebecca M | First ImpressionsThe young lady who helped me sign in was phenomenal. She was tall and had dreadlocks. She went above and beyond and was kind. The next day, I returned because one of my units wouldn’t close and met another young lady. She also had dreadlocks but was shorter with a slight build, but she helped me tremendously with fixing the door on my unit. The only reason I’m describing them is because I can’t remember their names but would like them to know how much I appreciated them going above and beyond during a difficult time for my family. Thank you.
Diathe GThe people were great!!! When I picked up the truck I thought it had water in the bed but it was 1/4 inch of motor oil.
Arthur OVery poor customer service. I was given faulty equipment and eventually had a flat tire. This was brought to their attention before I left the lot and was told it was just a sensor. Yet I was charged for extra mileage when I couldn’t even see the mileage due to the error code on the screen. Very unacceptable and I expect a refund.
PATRICIAA CGet some people in the place that care about the Uhaul name.
bruce jGreat Check-In, just need to gain proper access during Access Hours listed on Site and in Facility.
Emanuel M | First ImpressionsWhile the selection of rentals is nice the customer service is so poor that it doesn’t compensate for it. I had to use the 800 phone customer service number twice to fix issues that the Lombardy location didn’t know how to or wanted to amend my reservation. I advise to rent from someplace else as this location won’t or isn’t willing to help you. The 800 customer service was excellent and saved the day.
Michael LThe desk agent - she was an absolute peach. She was pushy, rude & was zero help. Gave vague directions the truck was parked out back in lot R & that was that. No thank you, or anything. It was pouring down rain - no truck # she assigned was in row R - went back in to ask & with her nasty attitude, she got another enployee to take us to the truck - it was NOT in row R, it was moved. All the customer spots had uhaul trucks parked in them so when asked if I could park my car in the spot the uhaul was taken from, she said “absolutely not - either use the customer parking or if they’re not available, you can park at Kroger across the street” I parked at Kroger and my car was towed. $215 tow bill. Still waiting to hear back from uhaul to see how they’re going to handle that… I will not go to this location if I need to rent a uhaul again.
Karl DThe employees at this location were great, very helpful and knowledgeable and kind. The app is where the experience was poor. The app was glitchy and I had issues picking up my truck reservation using the app.
Alexandra BNo comments
KOMLANADODO ANot enough employees for pick up and drop off took forever.
vanessa hI enjoyed trust, but mileage charges need to Considered of Reduction Please U-Haul look l Gasesd⛽ the truck, and l was charged for gas ... Why from what I'm reading from the receipt.. check it refund might be Good Thanks GREAT Customer Service
emeka aThe worst Uhaul I have ever been to.
Thomas C | Overall ExperienceImproperly charged for fuel.
Daniel MEasy
DAVIDJOSEPH MRan into a problem unhitching the trailer. Maybe some suggestions and a heads up for unhitching the trailer would have been useful.
Cesare FThe lockbox wouldn’t open, no one was around to help, I had to track someone down. Then the key itself broke. And I should have known it was gonna be a rough start because I entered everything needed the night before on the app and had to redo it. My pickup took 60 minutes.
ANTHONY RThe facility seemed clean mostly, our stuff stayed bug free for a couple years. There were issues at the beginning with my access card not working when I tried to get in, requiring a reset from the office.
Christopher R | Overall ExperienceMyu contrat had it returing to oje location and when i got there toey told me i must take it to this location. The location was nice, but i was not happy to waste all that time driving around because U-haul gave me incorrect information
JACK PABSOLUTELY TERRIBLE EXPERIENCE. The personnel at this location ensured I will try to never use Uhaul again. When I parked the truck in the drop off area, I politely asked the attendant if this was the appropriate area to leave the truck. He responded with an extremely brusque and emphatic "NO", and proceeded to immediately walk away, without providing any other instruction. This was on February 14th, 2024 l, at around 3 pm. The woman working there was polite and helpful. The man was rude to me for absolutely no reason and made me quite unhappy with the entire experience - to the point I will go out of my way to avoid this location in the future. Please do better.
Daniel KThere Was Bugs In The Unit
Ne'asya W | Overall ExperienceMy unit had a pole inside which prevented me from storing all my items, had to rent a smaller unit which cost too much. Also the unit was too dark inside. Also it wasn't high enough to stack items. Wouldn't recommend.
Barbara B | Overall ExperienceGreat workers
Taahirah W | First ImpressionsI recommend extending your hours on Sunday or at least allowing access to the storage spaces after hours. It forced me and my family to rush because you all closed early and my truck rental was not until 2:30 PM.
Shermika S | First ImpressionsThe facility is fine, conveniently located, but the prices kep on going up over the years.
BORIS T | Overall Experiencethe storage unit was indoors and easy to get to. u-haul supplied dollies and rollers to move the items around and get them to the storage units. All was easy
mark s | Overall ExperienceRefer to my vehicle rental review as it applies to my storage rental experience and review as well. All staff went above and beyond professional standards and expectations in every aspect, and performed their jobs and provided an experience that is of exceptional quality compared to my interactions with other companies similar to U-Haul and as well as other companies and in general industry and business. Thank you so much.
Adam J | First ImpressionsNo complaints, when a problem was brought to the staffs attention it was addressed immediately. The staff is always friendly, helpful & courteous.
John S | Overall ExperienceI chose this unit because i was offered a month of free storage but the front desk refused to honor this, even though i showed then the registration invoice stating that the first month should be free. I arrived at the storage facility at 4:30, expecting to have access to my unit until 10, as stated online and on the building but was only given until the office closed (5pm) forcing us to move an entire apartment worth of items out of the moving truck in 20 minutes. The front desk was not helpful at all until i accidentally locked my keys in my storage unit and they were able to give me access after hours to retrieve them.
Czaria T | First ImpressionsThe staff at Lombardy St was consistently helpful and polite. It’s not my only experience with helpful staff at U -Hauls but this team is very engaging. Keep ip the great work. Thanks
Tom Z | Overall ExperienceAwesome service, everyone was so warm, friendly and extremely helpful. I was running on lack of sleep and could hardly hold it together, but they were so patient and kind to me. Everyone there deserves a raise.
stefani r | First ImpressionsGood Job !@! 😎
Michael H | First ImpressionsThe facility is great, the staff always friendly even under pressure, worked expeditiously.
terence s | Overall ExperienceStaff were helpful and friendly. Issues- reservation means nothing! I reserved only to not get what I wanted or needed. I was charged for three extra months, when I checked out on August 9th. Went to office, told them, showed them the lock. I got locked half way during loading and could not get back inside. My TV was in hallway. Staff were kind enough to love it to the office but I couldn’t get it that night. Really, really, upset about being charges for Aug, September. I only got reimbursed for October. Honestly, I would not recommend. When planning a move, you need to be able to feel secure in what you have reserved. I had same issue when reserving a vehicle during the previous years move. You can’t get to the store day of and not have vehicle or unit you reserved not available or something else and it work. I’m a single mom with a student in college. It’s just the two of us moving her in and out each year and we need something more reliable. Again, the staff were really nice and friendly.
Amanda O | Overall ExperienceDanni and JuJu are the best at this location. Whenever i needed assistance they were always there to solve the problems. Thank you very much for the years of happiness and joy at this location. I will highly recommend this location for storage and equipment rentals, thanks again!! 🥲
Eldridge S | Overall ExperienceHad to patrol at krogers and walk sad I mean sad location
JOYCE W | First ImpressionsMy only negative was the chipped paint everywhere, inside and out. Time to power wash and repaint.
Thomas P | Overall ExperienceThanks y’all did a good job
shantelle w | First ImpressionsEasier access to storage unit would be preferred, there is access through a side door but do to policy, I suppose, we could not be granted access through this way. Lots of stairs and walking to a storage unit can make a stressful process even more stressful. The staff could be friendlier too, although they were helpful they were short with me. It would be great to see uhaul allow 24 hour access also, I find it inconvenient given the fee I’m paying per month.
Amin C | First ImpressionsI couldn't access my unit past 7 which didn't always work for my schedule.
RICHARD J | Overall ExperienceThe staff went above and beyond to answer questions and to walk me through the rental process.
Nicole C | Overall ExperienceIt was great to work with April. She is valuable asset to your team.
tonjia p | First ImpressionsIt would be better to have after hours access as the hours are not long and not everyone can be there at those times. It was also pretty dark. I needed a flashlight in my unit.
keara j | Overall ExperienceI'm standing outside the building and my access code does not work. I was checked in on August 9, 2023, today is August 10, 2023, but here I am unable to gain access during access hours. I have 2 students that need to store their items. Margie in the call center was very helpful but that was all the help I got. I contacted Danni Williams 3 times and no call. I was I formed that I have office access only which makes no sense at all. I feel like you took my money and abandoned me . . . A customer.
Blanch S | First ImpressionsThis was my first time renting a storage unit, and the staff was very helpful in explaining the process to me, even with all of the questions I had. Check-in and check-out went very smoothly. Will definitely consider stopping by again the next time I have to move.
Crisjin A | Overall ExperienceIt’d be great too have any unit at the facility was 24hr access, especially if I already have to punch in an outside alarm disarm PIN code…. AND indoor security door PIN code…., Other than that… I give 10/10 rating on all employees and facilities! Thank you!!!
Karl M | First ImpressionsVery busy. Hard to find parking when unloading and loading unit
Greg M | Overall ExperienceGreat service
david s | Overall ExperienceVery efficient crew. They were all friendly and knowledgeable. Will definitely be back if we need to rent storage again or moving vehicles.
Julie S | Overall ExperienceStaff was phenomenal.
Ashley H | Overall ExperienceLet me say that April's customer service was excellent; however, the overall experience was average because we RESERVED a storage room on U-Haul website only to be told by April that they don't have one and that the systems essentially don't communicate. What?!!! Thankfully, April pulled up the current list and there happened to be a room that we reserved available. Please, please, please, please fix this as we would have been stranded with a truck full of my daughter's items with no where to store them if a room that we RESERVED (all caps, not requested) didn't happen to be available. April was professional and apologetic throughout, but how can this be the case.
CHRISTOPHER D | First ImpressionsThe woman at the desk was incredibly helpful
Robert T | Overall ExperienceI was allowed to reserve a 1st floor unit online a month before move-in. I then attempted to call this location several times before move-in to ensure that they did indeed have this type of unit available. My calls were always screened and I was never able to contact this location. I arrive on my move-in date and was notified that the only available unit was on the 4th floor. I was given the reservation sheet which even showed 1st floor units available, quite ironic. This is supposed to be a climate controlled unit, yet the windows were open and the HVAC was struggling to keep the floor below 80 degrees. The behavior by the staff makes it very evident that the lack of customer service is encouraged by management.
Thomas C | First ImpressionsCustomer service was great
EVELYN W | Overall ExperienceHave used this facility on two different occasions and both times have been great especially the staff. No complaints, highly recommend.
Jana G | Overall ExperienceWish there was better access to the lofted units. Everyone was very friendly and helpful though
Rahat H | First ImpressionsNice facility for what we need. Service was outstanding - the staff was very friendly and super efficient and answered all our questions patiently and helped us when we had a minor problem. Highly Recommend!
Julie S | First ImpressionsNo lights are in the storage units. Everything else was great!!!
deonna T | Overall ExperienceGreat place to store your belongs……
Hasan I | Overall ExperienceConveniently located near the university with clean and well maintained facilities. Staff was always helpful when ever I had a question or concern. Highly recommend.
DUANE S | Overall ExperienceConvenient location and excellent staff
Jennifer L | Overall ExperienceDanni was a great help
Maudell M | First ImpressionsYears ago U-Haul come a long way up to now the New technology is very immaculate very simple and easy & convenient
tyrone c | First ImpressionsThey need to put a light in the individual units so you don't have to use a flashlight
Terri R | Overall ExperienceLonger hours and 24 security would be nice.
Peter S | First ImpressionsExcellent job with customer service!
Bennett S | Overall ExperienceAlways Been a Reliable Source
Hasan I | Online Move InBest atmosphere an facility I ever recentlyBeen for storage, an excellent Customer Service Team
Nicole J | First ImpressionsWould storage again if needed
YVONNE j | Overall ExperienceOutstanding customer service
Thomas J | First ImpressionsCustomer service-people have nasty attitudes, rude, tell you anything to get you off the phone, no body provides the same information.
LAMONTWILLIAM P | Overall ExperienceWe had a very urgent last minute move to do and your staff / team inside And outside were Very kind and helpful. Thank you for making a hard day more easy 🙏
ROBERTFREDRICK M | First ImpressionsI thoroughly enjoyed my experience with Uhaul at VCU! The staff were always willing and available to help with any and every question and concern I had. I would definitely use this location again if needed!!!
Jessica C | Overall ExperienceVery good
harvey l | First ImpressionsGreat jobs
carolyn b | Overall ExperienceI wish zero stars was an option. F*ck y’all.
venus r | Overall ExperienceI believe that the storage facility should at least have some sort of 24/7 access so that way people have a way to get their belongings at any time.
Fransico R | Overall ExperienceThe carts are not very functional. Made moving out a huge pain.
TYLERSCOTT J | Overall ExperienceI am so grateful for April and Danni at the VCU U-Haul location. They made my truck rental so much easier. Everything I tried to do prior to reserving and picking up my truck, but was unsuccessful in achieving, they helped me achieve in minutes. They were both extremely kind and very professional. Outstanding employees like this should be acknowledge and rewarded for representing excellent customer service. They turned a stressful moment into to a blessing. Thank you April and Danni! Keep up the great work!
Palacia S | Overall ExperienceWhen evening & weekend access was limited 5:00 pm & 7:00pm it was very inconvenient and made me rethink using the facilities.
Daniel G | Overall ExperienceEveryone was great and well secured.Other than the trash over flow in the donations area the stay was more than I expected. I had 2 units and decided I only needed 1 and I left early in stay and the online agent told me if and when I leave I would be reimbursed the time I had remaining, but the staff said that was not the fact and I lost over a week of storage refund due to miscommunication..
Merilyn P | Overall ExperienceExcellent place to do business with.
philip j | First ImpressionsMy reason for not recommending this location is because of mold that was found on my belongings. It’s supposed to be climate controlled. Not too happy.
Lindsay D | Overall ExperienceThe customer service representative JuJu gave exceptional service,was very pleasant and took care of all my. Storage and rental return.She made my experience with U-Haul good.
VALERIEMONICA G | First ImpressionsKeep it clean at all time
ANGELAP A | First ImpressionsIt was a very quick, professional and pleasant experience.
Jeffrey L | First ImpressionsN/A
SEAN W | First ImpressionsThe only thing that I didn't like is that the location raised the rate for my storage unit without giving me prior notice or notifying me at all.
Racquel F | Overall ExperienceManager was awesome. Met all my needs and was very helpful
Jermaine R | First ImpressionsStorage unit in the basement everything has mold on it basement smells molded and staff said they had a lot of customers come and complain about mold and gave me cleaning solution to wipe off the China cabinet
Marquesta P | Overall ExperienceThe greatest negative I had was the use of carts. Not having the use of flatbread carts made the move extremely unnecessarily harder and longer. Due to me getting off at 4:30pm, I would need to either take off from work or feel rushed to move. Otherwise, the staff was always pleasant, helpful and very professional! Thank you!
SHAUNTELE D | Overall ExperienceThe storage I needed was in a building that only had access up to 7pm. I was put in a building further away and the price was more than advertised inside the store. When I asked I was told that’s the wrong price they have to change it. I finally get to my storage unit and there is a huge medal beam in the middle of my unit. I had to maneuver my belongings around it, a huge inconvenience. So I’m paying full price for a unit that’s not the size it’s advertised as well. First and last time using uhaul storage.
Josephie R | First ImpressionsThe 10×10 unit has a low ceiling so nothing could be stacked up had to get a smaller unit to fit the rest of my things into unit plus the lightening is very dark inside, and needs additional lights to see inside the unit. I travel from Arizona, only to pay put more money to store my items.
Barbara B | First ImpressionsI would like to say the staff really helped me because this is my first time ever having to use storage. They explain everything and the phone call i got on yesterday the young lady really helped me alot I really appreciate it!!!
Loni D | First ImpressionsThe only incovenient was the stairs, without stairs it would be a 10/10.
Rodrigo C | Overall ExperienceMy only negative comment is that our storage unit didn’t have after hours access.
Lisa W | Overall ExperienceAfter moving in, we attempted to go back to the storage unit but the facility was closed. I thought all storage facilities allowed access to the rental unit 24 hours a day. That caused us to have to move items back home because we couldn't get in.
Catherine W | Overall ExperienceGreat customer service!
Tonia M | Overall ExperienceThere were maggots in my storage unit. It hadn’t been opened for a year so how are live maggots there?
KOBIIYANA-NIECHE R | Overall ExperienceVery close to VCU. Have used this facility numerous times and always polite courteous staff.
judy r | Overall ExperienceStaff 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.
Mason M | Overall ExperienceJamerieka was super helpful for my move-in and move-out!
Marietta W | Overall ExperienceOverall 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.
Michael R | Overall ExperienceArrived 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.
Kevin O | Overall ExperienceThis 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.
Erica F | First ImpressionsI 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.
Patrick M | Overall ExperienceOffice workers were very nice. Storage facility was difficult to physically access and store belongings in.
Robert D | Overall ExperienceYou should mention prior to someone moving there that you may get a upstairs storage room.
Gaurang P | Overall ExperienceStaff were excellent. Very friendly, speedy and professional. Would recommend
Amber W | Overall ExperienceThe staff is great. They are very helpful and friendly!
Mionna H | First ImpressionsWe had great service at the Lombardy location. Our check in person, Danni, was polite, helpful, and very pleasant to deal with.
Claire L | First ImpressionsHow do have upper level units and only one set of portable stairs on a floor
Gaia S | Online Move InThe 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
Toni W | First ImpressionsI 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
Gaurang P | First ImpressionsU-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
Lisa W | First ImpressionsVery professional very helpful and nice.
Gina F | First ImpressionsA well run facility !
Edgar C | First ImpressionsVery polite crew. Assisted tour of storage center after upgrading unit size.
Terrance C | First ImpressionsIt 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.
Racquel F | First ImpressionsWhen 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
Alfear C | Overall ExperienceDanni at the front desk was very helpful. Our first storage unit was too small. He got us all squared away without an attitude
Sade H | First ImpressionsI feel the building need to renovated explore the two bumpy on the elevator
ALTHEAMARIE S | Overall ExperienceThis 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
Briana M | Overall ExperienceWorst experience I’ve ever had. Please pick another uhaul if possible
Danny M | Overall ExperienceI 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.
John L | First ImpressionsAlways love the convenience. Thanks.
Vivian D | First ImpressionsFrom 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.
JESSICA M | First ImpressionsRates 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).
Morgan R | Overall ExperienceThis facility is extremely well run. Staff is excellent Franklin Butler
FRANKLIN B | First ImpressionsAmazing customer service, phenomenal experience!
LATRICEJERNELL H | First ImpressionsGreat facility and staff. Could use a few more carts and possibly a dolly but otherwise a good experience. Thanks!
Mary R | Overall ExperienceJuju 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.
Kerry P | First ImpressionsGood,fast, easy
BETTY S | First ImpressionsTy was awesome and made my move out experience easy! Give that man a raise!
Leslie H | Overall ExperienceGreat staff support! Outstanding service!!
Richard C | Overall ExperienceOn 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.
erika v | First ImpressionsThe 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.
ROSALIND W | First ImpressionsJason Kruzel did a great job with customer service
Austin C | Overall ExperienceSince Lance left, management has went down hill. But I am hopeful that it will improve.
genova w | Overall ExperienceFor the last 4 1/2 years while my daughter attended VUU I’ve experienced nothing but quality service from this facility.
Herman B | Overall ExperienceThe 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
SEAN J | Overall ExperienceGreat service all around.
SCOTT T | Overall ExperienceThe 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
Diacell W | Overall ExperienceI'm paying for climate control. I'm not getting what I paid for.
Timothy C | First ImpressionsIncredibly kind associates!
Lindsay D | First ImpressionsThank you for a wonderful experience.
FAIZA B | Overall ExperienceI 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
CHRISTOPHERSTEPH C | First ImpressionsI 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
CHRISTOPHERSTEPH C | Overall ExperienceOnly 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 !!!!!!!
James S | Overall ExperienceExcellent service DeQuan was an awesome associate
Tonia M | Overall ExperienceI had a unit at this U-Haul for 3 years and it was always clean, easy to access, and the staff was very helpful.
John M | Overall ExperienceRight when we got to the counter they were ready to give up on us. They overbooked the storage spaces and we ended up with a space that we didn't even reserve, which wasn't an upgrade, for the same exact price as our original reservation. The guy we interacted seemed done with life (which is fair in customer service), but he didn't try at all to find a solution with us, which I felt was beyond ridiculous. Once he couldn't find my phone number (Due to him not asking if it was storage or truck) it was obvious he couldn't care less. I understand being rude to rude customers, but the man we dealt with was rude from the get go. It took a nice, kind woman in the background to shout to him for him to realize that they still had open storage. Once the woman took charge everything was smooth, but without her the process would've been difficult and beyond annoying. The only reason I'm giving this department 2 stars is because of that woman, she treated us like people and was beyond kind hearted. If she wasn't there they wouldn't deserve any stars.
JAMESRAYMOND L | First ImpressionsA total waste of my money.
TERENCE S | Overall ExperiencePlease get better business hours.
Beniam E | First ImpressionsThe facility was under staffed and there was a long line trying to get to the counter. A Customer was furiously complaining that he couldn’t get his U-Hall truck out of the parking lot because the truck was blocked, he’s been waiting for over 30 minutes for assistance. The customer facing staff at the counter could be a little more friendly when dealing with customers.
Addison F | First ImpressionsNeed more than 1 platform ladder for the upper units.
Ricky M | Online Move InIt was extremely hot on the split level and I almost fell out from the extreme heat.
Angela H | Overall ExperienceCustomer service was excellent! Website is slow and some information is outdated.
Elise K | Online Move InStaff were very polite.
Jeffrey W | Overall ExperienceCame on a Sunday and it was close
Pamela A | Overall ExperienceSiyah went above and beyond
Endalkachew Z | First ImpressionsThe door to the storage locker was too small for my couch. I ended up having to leave a couch and love seat (1700$)
Katrina H | First ImpressionsI don’t know if she was a manager or the assistant manager but she was very polite and very helpful I am very willing enjoyed her experience
KENNETH M | First ImpressionsThe location of the storage units are inconsistently located on the third floor and very difficult to access.
britt-handy v | First ImpressionsI was not pleased with the overall experience of my unit. My property was stored in the climate control part of the storage section. Upon moving out I notice several items of my property where damage. My new white leather seats had specs of blue/black spots on them (pretty sure it was mold). My new black leather sectional was chipping around the edges of the couch. There was chips of the ceiling all over all of my property that went through the netted fence above my unit. I would pursue further action, but quite honestly I did not have the time or energy to deal with the hassle any longer.
MERVYN L | Overall ExperienceThis the best one want use no orher one
ANGELAP A | First ImpressionsI scheduled and arranged to rent a 8x10 split level lower unit for $89.85/ month weeks before our move in date. I also called the the facility directly to ensure everything was in order, and was told it was. When we arrived they told us there was no unit available for the size or cost we scheduled! They said they only had a larger unit for $50 more per month!! I told them that was unacceptable because it was their error. The extremely rude manager told us there was nothing she could do and if we didn’t want it we could leave!! We had no choice but to take the unit because we traveled 2 hours to get there and had another 10 hours of travel ahead of us. This manager did not “manager “ anything! Her name was Nu Nu! Useless, rude, and disrespectful! I felt like your customer service people on the phone when you scheduled a unit were all sweet and well spoken, and promised things that obviously they have no idea if the reality of the actual facilities they are representing! Total disconnect! I have every intention of reaching out to corporate to get this resolved. We will not be made to pay this extra money every month for your mistakes and mismanagement.
michelle g | First ImpressionsI had this storage for years...and throughout the years I have had excellent customer service from the previous Store Manager (Lance) and his team. The current Store Manager (Danni), Manager (Jamerieka), and their team were extremely helpful during my move out process. I truly appreciate it from the bottom of my heart. Many blessings to all of you :-)
TOCCARA M | Overall ExperienceThe access code I was given did not work and could not use the elevator until calling for help. I was also not aware my storage unit would be on the upper row of units.
Xavier B | Online Move InWent as planned with no issues
Hugh C | First ImpressionsConfusing layout, limited climate control, lack of garage-style doors only major drawbacks here. Friendly and helpful staff with plenty of storage unit options available. Conveniently located. Fairly priced. Thank you!
Stephen M | First ImpressionsUnit stated was available online; therefore, I booked it and checked in online. Went to the facility to see the space after I signed the contract and paid online, and the unit was not available. It was reserved for someone else.
Joshua S | Online Move InSome confusion on exact unit rental that had been reserved but it was well-handled by the competent staff. Tech that showed units was very knowledgeable and competent and should be considered for a pay increase.
James S | First ImpressionsIt’s all based upon the miserable staff that is employed there. The ONLY person that was pleasant was the person that checked me out. Hateful, inarticulate, rude and arrogant are commonplace traits with all employees —save one. Maybe you should Earnestly try to improve the Human Resources there.
keith k | Overall ExperienceNeed better access hours
Angela V | Overall ExperienceI would have given it better ratio if the guy acted like he cared a little. The woman was friendly but the male was not. The storage unit is very old which turned me off. But clear of debris. And the access hours were unclear I think they wanted me up grade or something for earlier access. It didn’t matter anyway because I got a unit closer to my family. Overall I’d say it was ok and would recommend it if the location was right.
THERESE M | First Impressionsvery convenient to have rental and storage in same place...one stop shop
ANTHONY W | First ImpressionsVery efficient, welcoming and friendly service reps. The staff worked pleasantly and diligently to serve every customer as quickly and professionally as possible even though there was a very long line. Pricing and perks were also very generous.
Ricki C | First ImpressionsStorage unit was too small. I didn't inspected it to see the size. Price us alittle high. But in the other case it will have to do.
keeya t | First ImpressionsGreat service
Tonia M | First ImpressionsThere seems to be a disconnect between what the local facility does and what corporate does. Every time a local manager approves something, the corporate office can't seem to get the record straight. This causes me a ton of wasted time which equates to a BAD experience. So is the local facility good? Yes. Is UHaul overall good? NO. Also when I get an email from the local office, please include the managers email address so I can simply respond and not have to waste more time finding or calling that person.
Richard D | Overall ExperienceWill definitely use in the fututre
JUDRESS S | Overall ExperienceI wish that I had gotten the name of the woman that checked us in. She was awesome. So pleasant and helpful. It was Monday, Mary 22. She’s a great employee
Mary D | First ImpressionsMy storage experience was always Professional and courteous. The storage payment reminders were an asset ,always keeping me on top of my payment and helping me to keep my payments current and ontop of things . The staff was always, and I do say ,ALWAYS, respectful and courteous ,maintaining that U-Haul Professionalism at all times. If I ever needed the service again ,uhaul would be my first choice. Thank you to the Staff at Uhaul , I really appreciate you.
ronda b | Overall ExperienceGM Danni and her staff were polite and helpful.
Shane M | Overall ExperienceEverything was right. I love my rental experience with this storage company
Tomeka s | Overall ExperienceFRIENDLY HELPFUL STAFF
David S | First ImpressionsMy experience was wonderful. Staff was amazing 😉
Pamela M | Overall ExperienceGood facility for storage, but the staff are incredibly unprofessional. We are trying to isolate due to COVID and were promised that someone would help us check in from the parking lot. Instead we were met with staff members who were obviously high and didn't pay attention to our request at all. Tried explaining over the phone that we had an immunocompromised family member in the car who couldn't be exposed, but the person we spoke to was barely listening and didn't care at all. When we tried to flag down someone in the parking lot, they kept sticking their head in our car without a mask and were also obviously high. Because no one would listen, we had to go inside where staff were unfriendly and half weren't wearing masks. To top it all off, while we were unloading our truck, staff members were blatantly smoking weed in the parking lot. Storage facility itself is in good shape and location is convenient, but the staff are AWFUL.
Charmaine T | First ImpressionsThis was the best UHaul experience I have ever had. Everyone was so helpful.
Christopher B | First ImpressionsI was paying on a unit for two years jiay because I was told I could not abandon it without it affecting my credit. Thank God for Dani. She really helped me out.
Natalie L | Overall ExperienceDeborah was an excellent help to me
rebecca b | Overall ExperienceThe communication about when we could access our unit was extremely unclear, and we received contradictory information from the website, emails, and on the phone with different agents. We arrived at 9pm after a long day of moving believing we could access our unit until 10pm. We found out we could only access it until 7pm (even though our reservation stated access hours were until 10pm). We were told to come back the next morning at 9am. When we arrived at 9am the next morning, the manager was late and so we still couldn't access our unit until 9:20 am. We had returned a vehicle transport the first night we arrived, checked it in and notified staff, but then 5 days later we got a call asking where it was. It was all around inefficient, confusing, and frustrating process. The only plus is that our stuff got from Michigan to Richmond in one piece.
Sarah R | Online Move InGreat staff
JOHN L | Overall ExperienceThe check-in process was excellent thanks to the friendly staff!
JOHN L | First ImpressionsNo problems at all. Automatic charges to credit card went smoothly. You were easily reachable by phone. Very good service. Lynn Crowder
Lynn C | Overall ExperienceIt's the best I've had for service in a long time. The lady that help me with my truck and finishing up my rental was great yesterday afternoon before closing, the l as sy that showed me my unit deserving of a raise an can sell dirt to a ground hog. Id have here as a employee asap if I could. Thank you and everyone there. It's great to have sure a great experience for once
dewayne p | First ImpressionsThe women who work there were really terrific. They were quite knowledgeable.
Julie M | First ImpressionsDanni’s crew is well equipped to balance the pressure even when it comes along. I appreciate their genuine service and how they assisted me professionally. Also, they ensured all needs were met. Thanks Ciara and Danni! Flawless service!
ashley w | First ImpressionsThe facility was nice and well maintained, but the staff was especially excellent. Everyone was always friendly and helpful.
NOEL I | Overall ExperienceCavell Carter and Juju are always very efficient, helpful and courteous.
SUNEETSIMRAT S | Overall ExperienceI really wish the rent was due on the first of the month and I also wish the storage units had some type of lighting in them. Other than that, it was a good experience.
JOHN F | Overall ExperienceThe staff was friendly knowledgeable and professional thanks
Eldridge S | First ImpressionsWe used the VCU U-Haul facility to store items between college rentals. It’s very convent to the VCU campus, it is very well maintained and very clean. We keep our items here for a couple of months with no issues. Every employee I interacted with was so friendly and very helpful. I would store my items here again.
Diane C | Overall ExperienceYou guys almost got me evicted for over drawing my account charging me without my permission after telling y’all not to put my card on file. I’m sitting here thinking y’all are just going to charge me again next month. The employees at this location were the only pleasant thing about having to come in.
david p | Overall ExperienceThis was the first time I rented a storage unit and received outstanding customer service. The place was nice and clean and well maintained. Definitely will recommend to friends and family.
Thomas J | Overall ExperiencePeople working in the office were not wearing masks.
Kathrine N | Overall ExperienceEveryone was helpful, even when I arrived late.
kraig k | First ImpressionsMy storage unit had mice that left mice dropping in and on my furniture and in boxes.
DWIGHT D | Overall ExperienceI thought David and his team were so helpful, courteous with all the questions I had! Bravo to and for the Richmond Uhaul Team!
Livia A | Overall ExperienceThe storage unit was perfectly fine.
Greer M | Overall ExperienceUnorganized to get truck keys. People who were last in line were first to get truck keys. It was a free for all. Should provide truck keys to those first in line or radio out to let truck employee know you are coming. Instead once ppl where done at counter they would bombard a truck employee for keys and no order to who was first. Lost a lot of time on my rental and day because of the disorganization on the lot. The check out and check in process is a mess and needs to change.
Doris R | Overall ExperienceThe staff was amazing. They treated us like individuals and not just a transaction. They were also very helpful and made sure we fully understood the process and how to get in and out. Great, personal experience. I would definitely recommend to friends.
CHANDRA O | Overall ExperienceI had a leak happen outside of my storage unit and my stuff was ruined.
Timothy H | Overall ExperienceWe only needed to store stuff for a short term. So the space was fine for what we needed. It is not so easy to load/unload in the area our unit was in. It was very crowded the morning we were loading from the unit. The area in the back parking lot was much less crowded, and if given a choice again I would choose something back there. The main issue was that we reserved a specific type of unit-main floor, no steps, a week in advance. We had limited helpers to move our stuff and my husband has back issues already. So I opted to pay extra for a first floor unit. When he arrived to get the unit he was told we had a walk up, because it is first come first serve. Which it does not state anywhere that that is the policy. Or we would have gone to the unit first to secure it, then to the apartment to load up. Why allow reservations if someone can come and take my unit? The staff was helpful, for what we needed them for, considering how busy they were. I had no issues with the building, security, or staff. My main issue was losing the unit I requested.
Louis F | Overall ExperienceThe friendliness of the staff was amazing
Nilemorvin F | First ImpressionsUhaul as a company needs to care for its locations with necessary upgrades, old system and equipment gave many of their employees trouble numerous times throughout my storage rental stay. An AC unit leaked into my storage space awhile back and even though I didn’t have the bogus rental insurance, i was not compensated from any of the items I threw out because of water damage. Rental insurance should cover out of control problems like flooding from a storm, not your neglected air conditioning unit!!!
sarah s | Overall ExperienceThe staff was very helpful and respectful. I wish I had taken the name of the kind woman who showed me my unit. She was wonderful to interact with. All in all, a very positive experience.
Supriya J | First ImpressionsAnother great experience,
Nadine L | Overall ExperienceThe employee that took care of the tour and reservation was friendly, helpful and did all I needed
Kristin M | First ImpressionsThe person who helped me was so wonderful! I was worried when I heard something went wrong with my reserved unit, but I was then offered the first month for free - which was great. Whoever was working Sunday, 6/28 was really great. The 5pm closing was inconvenient for my move, but I understand.
Abigail C | First ImpressionsI’m trying to move later in the day to avoid the heat. Later access hours would be helpful.
Laura A | First ImpressionsI found the staff at U-haul Self Storage on Lombardy St. in Richmond, VA to be courteous, professional, helpful, and friendly. They were able to handle several customers needs with ease, while going above and beyond to make the customers experience as smooth as possible. I never write reviews but thought the service I experienced was exceptional and deserved some recognition. Thank you.
Christopher M | First ImpressionsThis is a very busy storage rental facility close to VCU. We rented a cargo van and storage unit to store our daughter’s apartment contents. The staff at this location is very friendly and efficient. Kudos to everyone, your doing a great job! Thanks for your help.
Diane C | First ImpressionsAll staff was amazing! The gentleman at front desk was super helpful and friendly! The woman who showed me the locker space was also super helpful and friendly!
Livia A | First ImpressionsI believe her name was Aisha, but she was so kind and so helpful throughout the process. There was also a man at the register who was nice, but he seemed like he was having a bad day when I walked in so I just hope he’s better now. But your staff and facilities are great!
Teresa J | First ImpressionsThe only thing that went right with my entire movie is that everyone at 900 Lombardy St. was incredibly helpful. I mean, I was so impressed with the facility and the staff. I will highly recommend Uhaul Moving and Storage at VCU!
Kimberly J | First ImpressionsGreat experience. Staff very helpful.
Robert J | First ImpressionsI liked the climate controlled atmosphere, and the cleanliness of the facility.
NATASHA W | Overall ExperienceAisha, the manager, helped me evaluate a few options. Once I selected a unit, the registration process was efficient and her attitude was exceptional. Thanks for continued good service!
Nancy S | First ImpressionsNo issues....Satisfied with the facility. Staff very professtional
GLENN H | Overall ExperienceThe young people working costumer service and in the lot, were really nice and helpful. Janay, Carvel Carter, were very accommodating. We all can complain when something is wrong, but they got it right.
Harry W | Overall ExperienceMy Uhaul experience was great the staff was friendly the facilities was clean I had no problems
Kimberly B | First ImpressionsI was crunched for time to move my daughter out of her VCU dorm and your staff could not have been more accommodating.
Gina C | First ImpressionsN/a
Hunter H | First Impressionsthanks
mark b | Overall ExperienceGiven that we are coming from Northern Virginia, later access hours would be very helpful.
Michael D | First ImpressionsI need to rent another uhaul trailer because I have to go back home to Arizona and your company is trying to charge me alot of money
Lisa H | Overall ExperienceMuch improved online and customer service compared to a decade ago.
Steven W | First ImpressionsN/A
carlos r | First ImpressionsI only had 1 incident, when moving in one of my bed frame was stolen. I left it on a cart and thought it would be safe till the next morning because the gates be down at night. I was wrong
tracy m | Overall ExperienceEveryone was super nice and helpful, facility well run and organized and clean.
carol t | First ImpressionsDiana (not sure if this is her name, but it was similar, sorry!) Was UNBELIEVABLY helpful! She was friendly, kind, and very patient with me. She’s great, thanks so much!
Kylie Y | First ImpressionsI only wanted Uhaul storage for 1 month and not to use my card for auto payment. None of my requests were followed. I will never use this facility again.
Ian C | Overall ExperienceThe young lady that waited on me was for a professional and kind she knew what she was doing I really appreciated her
LARRY C | Overall ExperienceGreat experience. Very convenient and clean. Staff always helpful and attentive.
Sarah C | Overall ExperienceEasy and secure
Brinlin M | Overall ExperienceVERY SATISFIED WITH EVERYTHING
Curtis B | First ImpressionsI was given great customer service.
Natasha F | First ImpressionsThe facility was close to my granddaughters campus and she was able to go and come as needed.
Contance D | Overall ExperienceWas stated that I would have access 24/7 on U-Haul website. This was false and misleading. It is not the specific locations fault.
Benjamin M | Overall ExperienceNeeds air conditioning
Lillian B | Overall ExperienceHowever, I am still being billed for a unit I vacated in August. It's been difficult to find someone on the phone to help with that.
julie C | Overall ExperienceI was not notified after signing a lease, the hours changed from 24 hour access to closing at 7pm due to homeless individuals sleeping in facility. Hire security instead of inconveniencing customers
KIMBERLY S | Overall Experience3yrs of fair svs appreciated. 5 🌟🌟🌟🌟 🌟 for Staff's Friendly Customer Svs.
ROSE J | Overall ExperienceFriendly and professional.
Michelle Y | Overall ExperienceHad to move yesterday and had extra stuff that I needed to put in storage. Brett was excellent in helping secure a storage unit and was extraordinarily knowledgeable and answered all my questions. Thx
Edgar T | First ImpressionsNice size unit
GLANDENERA F | First ImpressionsExtremely convenient summer storage for our VCU student. Staff are helpful and very friendly. We will use them again next summer!
Patrick G | Overall ExperienceMy first time to use U Haul at VCU and it was an AWESOME experience!!! I give ☆☆☆☆☆ star, 100% % rating and the Gold buzzer.....
Bernardo P | Overall ExperienceThis facility is a definite plus right next to the VCU campus. I wish the hours were extended. We had to rush to do it all by 7 pm, and the number of cars/trucks in the driveway area is nuts.
grace b | Overall ExperienceBeautiful, secure location. Weekends chaotic. Overburdened with massive rental vehicle surplus, parking a disaster. Zero consideration for customer parking convenience, loaded with vans.
NATHAN H | Overall ExperienceNone
Robert J | Overall ExperienceMore pricey than other units but felt very secure with my things here, staff was very friendly
poppy m | Overall ExperienceEasy to pick up truck and return after hours!
Lynanne Y | First ImpressionsI had a great experience! Clean and secure building with fantastic customer service. I will definitely be using this facility again in the future!
bre f | Overall ExperienceIMPECCABLE STAFF ANS SERVICE !!!
melissa n | Overall ExperienceCheck in was smooth. Space was adequate for amount I needed to store.
Contance D | First ImpressionsNo
nixon A | Overall ExperienceI will use uhaul again.
Darlene W | Overall ExperienceEveryone at the Lombardy location is fantastic. Could be more right-staffed for the end-of-month rush...they were doing their best but the demand was extremely high.
Thomas B | First Impressionsthere were some nice people but most were surly and not very friendly. They tried to appear friendly but were not very helpful,
Hugh K | Overall ExperienceYour staff are direct and on-the-ball. Some staff are decent & some are excellent. The storage room looks clean but I haven't yet moved stuff in so can't evaluate that process.
Mollie S | First ImpressionsThe manger Lance is the best, he knows what he's doing and he knows how to treat people. I will not go any where else. Thanks Lance you are the best!
GENOVA W | Overall ExperienceStaff was prompt and friendly and competent. Access worked well, and unit was adequate. Free carts were great, and first floor climate control was appreciated.
Michelle Y | First ImpressionsAll the young gentleman involved were so polite and helpful. I can't remember their names specifically but they provided excellent customer service for 7am on a cold, rainy day.
Maudell M | Overall Experiencecounter agent and other employees were very helpful
Preston M | First ImpressionsStaff were great help in getting the unit leased.
David W | Overall ExperienceStorage was average, but if you make a monthly payment and then move out a few days later, you will not get the balance of you payment back so check before you rent.
donna c | Overall ExperienceGreat experience! Cavell Carter was the rep that helped me. He was FANTASTIC! Quick, efficient, answered all my questions. Proffessional and kind! It was very busy that AM, all 3 reps were pleasant!
Karin D | First ImpressionsI don''t do comments.
RICHARD H | Overall ExperienceI was given false information and overcharged!!!!!!!!!!!
armaria w | First ImpressionsThe staff here was courteous and helpful. The van we rented was brand new. The storage unit was clean and well lit. Security precautions are great. Convenient location to VCU.
julie C | First ImpressionsI requested to speak to the manager and I never heard from him. I wish U-HAUL cared enough about their customers and ensure their satisfaction. I am still a customer in their shop. Hope to hear back.
nixon A | First ImpressionsFemale DYKES WERE HIRED TO HARASS FEMALE OCCUPANTS. THE PROBLEM IS WOMEN DONT FEAR COOCHEE, HOW PAINFUL IS IT?LETS TALK ABOUT GANG RAPE BY MEN, THAT HURTS. DYKES ARE DUMB AND DISCUSTING💒🎓🍷🎵!
Nema C | Overall ExperienceNice facility with pleasant staff.
Marcus O | Overall ExperienceSo friendly, professional and helpful throughout the whole process, highly recommend!
Naomi B | First ImpressionsCustomer service inside maybe nice Janay helped me today. The call center/customer service was not friendly this time around. 24 hr service was not available yet offered when I originally got the unit
Nakiah R | Overall ExperienceLoved the staff and my storage was clean no bugs. I will definitely use there service again in the future.
Latoya P | Overall ExperienceThanks for everything
Chantel M | Overall ExperienceI reserved a 5x5x8 and a Uhaul van for Mon. 5/13/19 at 2.Conformation received by email. When I arrived the storage space was given away. I had to pay higher price,disappointed, but service was great.
Sandra P | First ImpressionsIMPECCABLE SERVICE !! CAVELL AND BRITT WERE OUTSTANDING ! we had ONLY15 mins on Friday & Saturday to get my daughters items from VCU to ur facility. WE PULLED IT OFF ! WE WERE ECSTATIC !!!!
melissa n | First ImpressionsThe customer service on both occasions before move in and on move in was bare minimum. I was not told that a reservation was needed . Rates misquoted, no assistance with flat bed dolly’s.
yvonne k | First ImpressionsOn pick up Dianna was very helpful. drop off I experienced the worst customer service ever. Fire Lance immoderately. Rude, inpatient, paperwork was more important that the customer in front of him
Robert R | Overall ExperienceThe staff was great, the facility was secure, but it was not well-ventilated during painting. My things seemed to off-gas this smell for several days after taking it out, which I'm very sensitive to.
Leahh E | Overall ExperienceWe went to the Uhaul place at around 4pm and we rented a truck for 24 hours and also a storage unit. He failed to tell us that all the units deny access after 7pm, so we get there with a truck full
Hailey D | First ImpressionsThe staff was very friendly.
Christopher P | Overall ExperienceNo problems whatsoever . Friendly staff and excellent service was provided all the time
Bryan P | Overall ExperienceThe only problem was it stayed cold during Winter months...I guess that's the benefit of the climate controlled units.
Shereice H | Overall ExperienceEveryone was very polite and professional. We rented both a truck and storage room and were given a tour of the facility and explained the process for getting in and out of the building.
Kathryn M | First ImpressionsThe service was fast and the customer service was top notch. Brit and Ben helped us with all of our needs. We will return.
donna c | First Impressionsgood experience
Dean L | Overall ExperienceAll staff were very helpful & detailed in their explanations of service options
Chris W | First ImpressionsN/a
Antwon A | First ImpressionsThe only thing that you had to wait for a long time to be served due to only two people being there and one was a trainee on a busy Saturday. But overall is was ok, I use that storage facility often.
PORSHA K | Overall ExperienceThis location charged me twice for a unit I had moved our of and even when they refunded me the money charged my card again. I talked with three separate people from this branch about these problems.
michael a | Overall ExperienceLance and his team are extremely helpful and professional; couldn't have asked for a better overall experience. Truly a great location and courteous staff. Wynn
wynn l | Overall ExperienceThey Charge Me $900 For A Locker I Been Canceled And Signed The Papers For, Had To Cancel My Bank Because Of The Negative $900 Overall Thanks For The Storage But I will Not Come Back
inika m | Overall ExperienceI don't have anything nice to say about your staff at this location
Pam B | Overall ExperienceI moved from the area had hard time for two years to update my account ... not going to be negative... but management worked with me when they recvd my messages . Here is to a new year and beginnings.
SHONTE R | Overall ExperienceVery secure place. Employees where great and I would use this place again if need be.
SHELLY H | Overall Experience.
Saquandreanna W | Overall ExperienceEfficient and effective.
Kip H | ReservationWas nice and convient
Maria F | Overall ExperienceThere was no electric light in the unit. If I didn't bring my own lamp (not just a flashlight but a actual battery operated electrical lamp, I couldn't see beyond 2 feet into the unit.
Alan B | Overall ExperienceI never moved in. The rep didn't have much information for me on the check-in process nor did he have a number or an idea of another location that could better assist me when there are 2 more nearby.
Essence R | ReservationEv e rybody was great, very helpful and understanding. They treated me and my friends wonderful. Thank you so much!
mona g | ReservationN/A
Shemeka L | Overall ExperienceLOCK OUT WITH MY BELONGINGS IN THE HALLWAY AND MY UNIT LEFT OPEN. STAFF VERY RUDE ABOUT IT AND REFUSED TO TRY AND HELP ME. HAPPENED TWICE.WHEN I DO MOVE OUT I WILL NOT USE U-HAUL AGAIN
CONSTANCE L | Overall ExperienceA great place
LEROY B | Overall ExperienceVery convenient
Zainot M | Overall ExperiencePeople should be able to access thier storage 24hr
latricia l | Overall ExperienceWill be back when needed. Thanks. Thanks
Richard G | Overall ExperienceRather not comment.
Arjenette C | Overall ExperienceI had a basement room and the light in the basement wasn't too bright so it made moving in and out hard. Also when I moved my stuff out I noticed mold on some of my stuff.
KRYSTAL B | Overall ExperienceI booked a storage unit that was temperature controlled. I was told one would not be available the DAY OF MOVING and that if i wanted to have a storage id take what i can get. Im 26 and shes uneducate
james n | Overall ExperienceGreat service
Briana S | ReservationIt was a convenience for my son.
Cynthia M | Overall ExperienceI think it's one of the best facility in Richmond area as far that old warehouse feel, maybe in the US I know there are better newer location around.
ERIC B | Overall Experiencethe manager that I usually speak with is very kind, patient and very good listener. her name which is different but it starts with a S. She has a cold right now and I hope she is feeling better.
Keemonie H | Overall ExperienceThe sign-up process is more complicated and time-consuming than it needs to be.
ROBERT H | ReservationThe service couldn't have been any better for either our truck rental or the storage room. We plan to continue as a repeat customer.
chris k | ReservationReservation for storage does not mean it is available at the time we arrived, both times. Very frustrated! Conf email need to specified the type of storage reserved, size, temp control etc.....
Trang V | Overall ExperienceJust randomly signing up people for auto pay after they tell you NOT to. Writing down credit card numbers and paying without permission. Nasty location. Extremely rude people. Never answer the phone.
VICTORA D | Overall ExperienceGreat experience . Thank you very much
Michael S | Overall ExperienceIt was a great experience, moving with Uhaul. Dwight was such an upbeat and professional employee! I can’t wait to come back
Myranda H | Overall ExperienceYou need to have more employees working during busy times. 1 person getting trucks 2 people behind the counters on a Saturday??????
George M | Overall ExperienceVery friendly staff but very understaffed. I waited in line for 30 minutes just to buy boxes and bubble wrap. There was only one person working inside on a Saturday.
Morgan R | ReservationThe storage facility was severely understaffed, with wait times in excess of half an hour for very short lines. The storage facility had an obvious roach infestation and was smaller than listed.
Aaron S | Overall ExperienceFlawless experience
Lizzette C | Overall Experienceno comments
herman b | Overall ExperienceCould not have been a better experience!
Susan L | Overall ExperienceAccess hour is short. When I went to at 8, there were already closed I could not access there. But I am satisfied.
claire k | Overall ExperienceThe only reason this worked was because of Sierra. Not sure of the spelling of her name but she was the best.
Charles L | Overall ExperienceFriendly and informative customer service.
Cheryl L | ReservationMoving is hard but the staff at U haul made it easier with their friendliness and helpfulness,
Sonja L | Overall ExperienceShould have more desk resources close to closing. Long line to merely check out
coleen m | Overall Experiencewaited in line for an hour to simply ask a question. Charged for a lock I never received Discovered the 24 hr access wasn't real, and we were locked out. Had to abandon a valuable dresser.
Steve P | ReservationOne person working at the service desk, long lines of frustrated people, customers previously waited on allowed to just come up to the front of the line. My unit still was not ready after all of that
Kevin T | ReservationMade our moving a lot easier having this uhaul facility so close. It is well run, clean, efficient with kind and helpful staff. Thank you.
Grace K | Overall ExperienceYou had a couple of people that were rude and not helpful
Deborah J | Overall ExperienceYour staff is great and very helpful. Place is clean and well-maintained. Thank you for a great experience!
Rebecca L | Overall ExperienceAt first they thought we had used it for 200 miles @ $1.29 per mile. When in fact we had only driven a round trip of 7 miles. It was adjusted correctly.
Barbara M | Overall ExperienceGood!
June B | Overall ExperienceAAAAAAA+++++++
mark s | Overall ExperienceMy experience with U-Haul was without complaint.
LAVERNE A | Overall Experience