We were charged for 19 miles more than we drove the truck. When we dropped it off the odometer was at 128,437. We were charged for 128,456. When we picked up the truck we were told that it was being picked up on Sunday morning and needed to be back Saturday night. We were specifically told that because the office would be closed on Sunday and Monday the new renters would be picking up the key from a key box Sunday morning. They did not read the mileage following our rental until Tuesday morning. We were charged for someone else's mileage. When I went to the office to provide a picture of the odometer CoCo, who had checked us out on Friday, insisted that the truck had not been driven after we dropped it off. I was told to just call Uhaul.
CATHLEEN A
Customer Reviews for Bay Storage
(U-Haul Neighborhood Dealer)
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.
This third time was a charm!
KELLY DI usually have pretty fluid experiences with UHAUL. I reserved a 20ft truck and two furniture dollys on UHAUL’s website. Unfortunately when I arrived to pick up my equipment on my scheduled move date; UHAUL didn’t have my size truck nor any dollys and gave me a truck full of trash and with an empty gas tank. You’re rolling the dice when you rent equipment from Cape Charles Virginia UHAUL.
Jennifer RI had trouble dropping off the vehicle, not due to the Cape Charles location but scheduling wanted me to drive over an hour north to drop off the vehicle. I had several calls to scheduling to get this corrected prior to getting to my destination.
William PCocoa was a great representative. Knowledgeable friendly. Truck drove great.
STEPHANIE HThe staff was very nice and professional but the truck definitely needs mechanical work of some sort and the tank was NOT full- unfortunately I didn't double check it and had to put $41 in it for a 20 mile round trip!! Not happy!!
Sandy MFound a bag of fast food stuffed behind the driver's seat. Might want to check for that next time.
Neil SI made reservations for truck at a different location, received a call saying it wouldn’t be available and if I wanted it I needed to go to place a few miles away. I get there it’s closed!! I wait for quite a while then call uhaul. The send me to yet another store 1 hour away!! So inconvenient!! Never using them again !!! The place I ultimately got truck was fine, they even said uhaul was terrible
Susan Sit is convenient to me since i am local -- i think the 'cleaning fee' is a junk fee - they could not tell me if i could get a car until seven days before the rental which made it hard to plan for sure -- but i do want to support it as a local business.
brian mI rented it the U-haul.It was dirty inside had soda and penut nutshells. Everywhere They missed figured the milage and gas Because the woman never got out of seat to check.It.Just came back and she went on to persons word And ask me what I can to a totally different state to drop off and get a deal.I was charged for eighth of a tank of gas when the miles was misfigured on distance carry truck to Salisbury and 1 extra mile..very poor service on pickup and drop off end
Lawrence CNot a thing. Best U Haul experience I've ever had.
pamela wThe manager was professional and helpful.
Dwayne PGreat customer service. Super friendly staff!
William ENot one thing
Olivia RMy issue is related to the Uhaul customer service i received. When i called, prior to my reservation/truck rental, i asked if a transponder was included within the vehicle for tolls. I was told this was included and there would be no reason to bring my own. When i got to the toll, nothing happened and i was required to use my credit card to make payment. This caused an extra toll of $23 out of my pocket.
Joshua FThe staff at Bay Storage, Etta and Coco are top notch!! always a great experience here!
Stephen HConvenient location in Cape Charles.
Marie hThe whole reservation was a challenge
Erin SBay Storage is always so convenient and helpful. Employees are so friendly.
Neil CThe location equipment and personnel were outstanding. However the personnel from U-Haul who contacted me put me on hold for an extended period while getting help. When I asked a question they stated they were new and did not know, I didn't want to be put on hold again so I said goodbye and ended the call. Then I began receiving emails about 24/7 share, how to pick up after hours but no idea how to get the code or equipment. The amount of emails was disrupting to me. Thank goodness I went to the location and they were able to help me and provided great service. U-Haul online needs work, not customer freindly
DENNISMICHAEL LTeam was awesome. Quick and easy service. Professional staff made it fun.
Randy Lamanda was WONDERFUL!!!
Nancy COverall service was ok, you put the wrong drop off location on my rental and I ended up with a woman who was an absolute nightmare who threatened to charge me a huge sum of money for dropping of at my location. I told her I would not put up with the threat and would sue if I was charged. I was eventually assisted by another representative and was able to drop at that location. I would not refer Uhaul to anyone.
Dominic DCourteous service, fast and easy return. Great place for storage, also!
JAMES FCocoa was very friendly and helpful. Only suggestion is to improve the check in process. Seems odd we have to upload front and back of drivers license instead of you entering and saving the info. In addition, why is the onus on the customer to take pics and upload to inspect? Should that not be Uhaul's job? Long time customer, service was great and priced reasonably, only complaint is the process.
JOSEPH SWould have liked to have been able to pick up U-Haul before 12:30pm.
Helene VBay Storage is a great place for rentals and storage. The staff is exceptionally friendly and helpful. Cocoa went the extra mile by calling me back with the answer to one of my questions and was super helpful from first to last.
JAMES FSunday's Cape Charles, VA was closed. I had problems dropping the truck off using the link I was sent. I spent 45 minutes on the phone with a disrespectful rep trying to get me to have the link work which was NOT working for me. Then finally at the end she check the truck out for me after finally believing my situation on Sept. 25 at 2 pm
William PEasy return, super quick.
Jonathan BNo issues with the drop off. Cocoa is very nice behind the counter!
Joseph SNot much
David JTony’s great
JON RStaff was great & truck was clean!
Alan BBe careful they add Safe Tow although you declined it for $8.00 on my contract.
Marvin MCocoa was so nice and helpful. The drop off was moved to Exmore which is a 30 minute drive, the Cape Charles location was minutes away. She happily accepted the drop off and called UHaul and coordinated the paperwork. Excellent customer service!
JOSEPH S.?
Rodney SThe staff at Bay Storage are exceptional, friendly and helpful.
Robert MHaving to record/photograph pics and list truck damage is time consuming and not easy for someone like me who is not tech savvy.
DAVIDGUY YVery clean and organized location
Robert MNothing
MARILYN Tensure that mobile pickup is available as stated on the website. Manager was nice enough to come and rent the uhaul in person
SUCORALAFAYE OThe location was fine. The reservation system was poor.
JAMES FHave help available to lift the trailer onto the hitch. Could easily throw my back out. They are heavy. Also have someone there to ensure it’s hooked up correctly and everything is working properly. I was left on my own to hook it up. No one checked to see it was properly hooked up.
Daniel GDropped trailer during off hours. However the property had an almost upscale luxury look and vibe.
Max SThe staff are always pleasant and their office is clean and tidy.
Elizabeth WBay Storage is the best!
NEIL SThanks for being right here in cape Charles!
JANET CI've been using U-Haul for well over 10 years and never had a issue with their equipment.
ERIC MNot for certain about that... though I do believe Heather is one of your greatest assets w/ in that location, she is extremely personable & yet so professional, she had the business running so smoothly we were quite impressed she was VERY refreshing during our big, tiresome move we were making !
Karen JVery friendly staff, super knowledgeable and it was an actual pleasure working with this location!
ANNE CCourtney was absolutely awesome She went over and above her requirement and was there in my time of need KUDOS to this you lady!!
Tim D