This was the easiest U-Haul rental I’ve experienced. The office was clean and bright and the staff was very attentive. Everything worked out well.
MICHELLE S
Customer Reviews for Pinnacle 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.
For some unknown reason, my drop off location(N Lombardy St, Richmond, VA) was changed and I was never made aware of it. This led to days of confusion, texts, app messages and phone calls. Clearly, your system changed my drop off location for some reason. I have a copy of my original order with the N Lombardy drop off.
Wayne SThe location is great! The auto-selected items on your website are annoying.
William Wvery easy process, everything went perfectly
Terry HThis rental experience was convenient & easy. The truck could’ve used a front alignment, as it wanted to pull to the right while driving. However, the steering was manageable. Checking it back in after use was an easy process too. Overall it was a very good experience. Thank you U-hail!
Mollie Ti didn't talk any one. i had an early drop off.
steve gEasy pick up and drop off. Employees nice and knowledgeable
Steven DThis is not a assessment of Pinnacle, but the Front St. location that had my original truck blocked in. I tried to get it out for over an hour, then they didn't pick up the phone when I called. Someone in Raleigh who had the call forwarded to them finally helped me get a new truck.
Ryan SThere are no directions as to how to drop off at this location. There is a gate and no one tells you how to enter or where to go.
Caroline WGreat customer service was in and out fast very comfortable thru the entire process
Randy RService at Pinnacle was fantastic.
James WOverall, great experience from the moment I walked into the store to pick up my UHaul! Not only was the person behind the desk super friendly, my truck was ready and all the equipment I needed was in there too.
JULIE SThey were nice and efficient
CHARLES WHelpful staff. Trailer was in good condition.
CHRIS NHad flat tire when loading. Steel belts coming thru tread. Promptly replaced by Earls Wrecker Service and no more problems with trip.
Steven PThe only thing that was off was no dolly was available. Otherwise Mr. Clayton was excellent and The site at pinnacle storage Was fantastic! The truck was great And way affordable! So happy all around
Bo DGreat experience! We had to rent last-minute on a Sunday after our Budget Truck Rental fell through. Friendly, knowledgeable employee and clean, well-maintained truck. Pick-up and Drop-off were great!
Caroline WSeamless transaction no issues.
Stephen HNo improvement needed. Great, friendly experience!! Shout out to Chris for going above and beyond!
GABRIELLE DTrailers are all behind a locked gate so you must wait for attendant to pickup and dropoff the trailer. Since there’s only 1 attendant, I had to wait for both pickup and dropoff. I was told I could drop off outside the gate, but there was really no space to maneuver to do so.
Kurt EAustin was helpful, courteous, and knowledgeable. He took good care of us, and answered my questions easily.
Paul WPerfect service
MIKE -Fast and easy pickup and return.
Chris NEverything went very smooth I received great service
Juanita FThe Customer service woman and the gentleman that works at the storage facility where I was picking up the truck, are the only reasons I am giving my experience a 3 star and not a 1 or 2 star. They were great in helping me as much as they could. On to the issue. I had elected to pickup the rental truck before the location was open, using uhauls online pickup service. I showed up half an hour early because I have never used this process before and wasn't sure how long it would take. The 1st and biggest problem, was the uhaul GPS locator that was supposed to locate me once I arrived at the front door of the business, was located in an area on the property that is behind the locked security gate that you need a key code to access. The customer service woman on the phone with me wasn't able to get an accurate reading on the GPS location either and told me I needed to be withing .12 miles of the location. I had walked half way around the building, back out to the main street, and across the parking lot to the business next door. The GPS locator was bouncing all over the place between .13 - .18. If it weren't for the gentleman that worked there, showing up an hour early to open the security gate so the GPS could locate me. I would have been at least two hours late for a pickup and drop off apt. Maybe widen the range for the GPS to locate a customer to more than just .12. Especially when there isn't another uhaul location within a number of miles from each other. The second issue, and I'm not sure how standard this is. The need for multiple emergency contacts. Again, not sure if this is standard or because the truck was being rented under a business name. Either way, the process for getting and contacting multiple emergency contacts took much longer than expected before I could proceed any further in the rental pickup process. Over all, the truck was clean and ran just fine. I was able to use it for what it was rented for. Don't think I'll use the online pickup option again in the future unless some bugs are worked out.
Cory PThe location was near our drop off and I easily found it. There were many U Haul trucks parked at the end of the driveway, but it was totally unclear how I accessed the rear area. I finally realized Pinnacle Storage was also the U Haul store. Upon entering a man asked if he could help and when I told him I needed to drop the rental, he said: just give me the keys! A final billing was sent to me a few hours later. One recommendation is to insure future customers know to stop near the Pinnacle door because there is a fence between the driveway and Pinnacle.
Earl HI was very pleased and impressed with the assistance that I received I also had to go to U-Haul corporate office in Wilmington North Carolina and these people here were very very helpful in the future if need be I would go back to U-Haul and rent again and recommend any one of my friends and family to you they went above and beyond and very friendly I would recommend this as a pickup place and also as a drop off place customer assistance is excellent thank you and God bless
Geralyn SGreat focus on customer need, instructions and support.
RAYMOND BThe rear door was quite heavy to lift, is there something that can be adjusted to make raising it easier? This doesn't have anything to do with the pick up location, but the gas fill requirement is challenging. Perhaps consider giving the customer a typical miles/gallon estimate so that the customer can calculate the amount of gas to add to the tank to keep the refill reasonable. Trying to match the gas gauge setting when it changes with tank pressure, temperature, etc.... is difficult.
jimmy wLocation and agent were great. U-Haul app SUCKS. Cannot overstate just how bad the U-Haul app is for checking out a truck. I was was lucky the location was open on Saturday as i would not have been able to check out a reserved truck and my entire moving plan and hired movers would have been DOA. Fortunately i only had to pay my movers for 1 hour of standing around while i waited for the agent to be available
WILLIAM HNew location, very nice. Rental price was fair, but the mileage was high. $1.25 a mile adds up quickly.
WALTER MIt was by far the best experience I’ve ever had!
Brayden CEveryone was very kind and turn in process/ close out was smooth.
SHIANNE DGreat customer service. He met us at the trailer as we pulled in and took care of everything right away. I was on my way in minutes.
DAVID PManager was awesome…very helpful…trailer was clean and waiting for me. Will rent again!
WILLIAM MOnce again, felt that the drop off location could’ve been closer to my destination
THOMAS RThe door was locked at facility with a number to call. No one answered the door or phone. Had to leave a message
mIKE kMy reservation was cancelled twice at the other Pinnacle Location. I wish Uhaul wouldn’t let me reserve equipment that’s not there on the app. Additionally, I’m notified of this change in location fifteen minutes before my pickup, not giving me much time to make other arrangements. The representative on the phone was not very pleasant to speak with, I asked if it would be okay if I left my car parked at the location overnight and she responded with a negative tone “Why would uhaul tow a customer vehicle?” I regularly use uhaul for my floral business and am considering using a different rental service.
ALEXIS EIf it was not for the onsite personnel, IT WOULD HAVE BEEN A COMPLETE DISASTER........ The U-Haul system added an extra trailer and would not take it off nor provide access to the trailer I had already reserved. And ...
JEFFREY SGreat Location and a Really Smooth and Fast pickup.
WILLIAM MJustin made my day! Renting and returning the truck went smooth like butter.
CHRISTOPHER RI had a 26 foot truck and after gassing and arriving to the location the employee told me that they don't accept 26 foot trucks. She gave me the closest location that did take the large truck. Pinnacle storage was great. However, having to go to a different location caused the fuel needle to move and I ended up being charged for 3 gallons even though I had originally filled to proper level. Needless to say, I was not happy about that part either. I feel that U-Haul should have communicated about the drop off location better based on the size of truck I reserved.
CONNIE L