Customer Reviews for Russell Street Shell
(U-Haul Neighborhood Dealer)

491 reviews

1500 Russell St   Baltimore, MD 21230
(No Customer Parking)

(443) 602-8104

Office Hours

  • Mon-Sun: 8 am–5 pm

Services at this Location:

Contact Us

(443) 602-8104

1500 Russell St
Baltimore, MD 21230
(No Customer Parking)

Services at this Location:

Office Hours

  • Mon-Sun: 8 am–5 pm
  • 24 hour customer return

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.

Overall Rating:

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Rating:
2.0

I requested pads with my order and no pads were provided. I was told that my order amount would be adjusted and it still hasn't. I made several requests to have this issue fixed and now I'm probably going to have to waste hours on the phone dealing with this issue.

GLENN S 
Rating:
5.0

It’s good and safe

Asende M 
Rating:
3.0

Customer did not leave a comment.

Jacqueline K 
Rating:
4.0

Although not the best retail environment -- pickup via a gas station attendant behind bulletproof glass while fuel customers are trying to quickly get in&out -- the location itself is quite convenient and the representative (gas station employee) very nice and efficient

B n 
Rating:
2.0

Customer did not leave a comment.

Noah S 
Rating:
1.0

The Shell attendant at 1500 Russell , Baltimore Md, was the worst. I arrived at the pick up location at 8:30 am, I had been driving from up north for an hour and a half, despite there being a bathroom , he did not let me use it. Also, I had opted out for the Mobil check in and he refused to help me navigate the check out process. The attendant that started a 9am shift was helpful. This experience was so bad, I will never use U-Haul again. Penske will be my new go to truck rental.

ricardo a 
Rating:
1.0

Feel discriminated against every time I rent a truck at that location. I either accept the treatment or go elsewhere I am told by the attendant.

Andrew G 
Rating:
3.0

There was no gasoline! I had tu put gasoline before leave the place. The support doesn't help.

Joao D 
Rating:
5.0

Customer did not leave a comment.

Lucy R 
Rating:
5.0

Bueno

JOSUE M 
Rating:
4.0

When returning the equipment, no one seemed interested in assisting me.

Uchizi P 
Rating:
1.0

Customer did not leave a comment.

Cashey H 
Rating:
1.0

Customer did not leave a comment.

Carl M 
Rating:
3.0

Representative not friendly. Needs some assistance always working alone.

RHONDA B 
Rating:
3.0

The Android application did not work for detecting location despite multiple other apps working. This made the pick-up experience longer and more difficult than necessary. The location was sufficient and staff were helpful.

Anthony C 
Rating:
4.0

Customer did not leave a comment.

Noah J 
Rating:
5.0

Customer did not leave a comment.

RAZVAN A 
Rating:
2.0

Couldn't use location on app, tried to get support waited well more than 5 minutes on hold to be told to just go inside. Had to pay 10 dollars to park in the lot, in an area where there is no street or free or even reasonable parking. Van ran horribly, shook the entire time so bad you couldn't comfortably go over 45mph. Was extremely expensive after fees were all added on to the bill. Horrible experience and would not recommend.

Amy W 
Rating:
5.0

Customer did not leave a comment.

Justin M 
Rating:
3.0

I did not receive any furniture pads and was still charged for them.

Andrew L 
Rating:
2.0

You cant check out the vehicle before leaving (Gas,clealiness.mileage) and the attendee is very rude and there are homelss people sleeping in tje uhauls before there rented

James M 
Rating:
4.0

Customer did not leave a comment.

Aaron F 
Rating:
2.0

The worker was not helpful! There was no equipment at this location either!

Ayana G 
Rating:
3.0

Customer did not leave a comment.

Richard R 
Rating:
5.0

Customer did not leave a comment.

Michael D 
Rating:
2.0

The fact that there is no place to park your vehicle while renting a U-haul truck is frustrating. Not having customer parking, especially in an area without a parking garage with the exception of using the casino parking lot across the street, is unacceptable. There are parking spaces on the property. The gas station attendant/agent was not friendly or helpful, despite me doing everything myself through the app. All he had to do was be cordial and assist me with handing over the keys and answering any questions I might have. I'll be sure to use a location that is an actual U-haul facility moving forward.

Clifford M 
Rating:
3.0

I was charged for gas, but I returned it at the same fuel l level that o received it with. I have pictures.

Jane A 
Rating:
2.0

I had asked for padding and it wasn’t available at that location. Because of this I drove extra distance to avoid any damage to our belongings. U-Haul charged us for the extra miles.

Alan V 
Rating:
3.0

I ordered blankets and when I got there I was told items like blankets and boxes weren’t available at this location. A customer who needs these items will be very disappointed and inconvenienced. Please figure out a way to communicate that these items aren’t available or have some available. This is the reason for my lower rating. Other than that the experience was fine.

Fabian F 
Rating:
5.0

Customer did not leave a comment.

Kristy K 
Rating:
1.0

They are charging me a lot of money but on receipt it says I owe 300 dollars but they have tried to take 4 different prices out of my account then they added a toll fee and I never went through no toll

Monique S 
Rating:
3.0

Pick up process on mobile device was absolutely terrible and took almost an hour to complete. System would not accept pic of DL. Gave error message when no error existed made this experience rough! Drop off easy truck was clean not locations fault fix U-Haul.

Makiya W 
Rating:
3.0

The app check-in is far too complex and takes too long.

Craig L 
Rating:
5.0

Sam Provided great service. Thank you.

Bennett K 
Rating:
4.0

It was a great experience overall. Just wanted to note that I think there was a check engine light lit on the dashboard the whole time and I wasn’t able to note this in the return report. I couldn’t tell that there was anything off about how it ran, seemed to drive totally fine. Thank you.

Rachel C 
Rating:
1.0

Customer did not leave a comment.

Briana M 
Rating:
5.0

Everything was great the truck was in great shape.

Mary E 
Rating:
2.0

The pick up people were rude and the car reeked of smoke.

Abigail D 
Rating:
5.0

Customer did not leave a comment.

Lila A 
Rating:
1.0

Hello there, I wold like to start with The customer service in the beginning I just walked in to rent the truck and even though there are 3 trucks parked in the front the guy who’s working there refused to let me rent saying that all 3 cars are already reserved for someone else but when I go online one of the trucks were available and I was able to process everything online and made the reservation right there and when I went in to pick up the key even though there are plenty of parking space in the premises the clerk refused to let me park my car there while I’m using the uhaul track and made me pay 10 dollar all I can say is that was the worst experience I’ve ever had anywhere and I will never return to that specific location ever

Biruk B 
Rating:
3.0

Customer did not leave a comment.

Dwayne W 
Rating:
2.0

I WAS CHARGED 23 FOR FUEL I ONLY DROVE 4 MILES, AND I PUT 6 DOLLARS IN GAS WHEN I BROUGHT IT BACK, IT SAID I BROUGHT IT BACK AT 5 BUT I WAS THERE BEFORE 3, I WAS CHARGED A TOTAL OF 152 DOLLARS AND I DIDN'T HAVE IT A WHOLE DAY.

Clarence F 
Rating:
1.0

Customer did not leave a comment.

Brianna J 
Rating:
5.0

Read the comments to make sure your expectations are managed correctly in terms of lack of U-haul signage, location and overall experience. With that feedback, I was prepared and had a good experience.

Sarah G 
Rating:
2.0

Good customer service

ERIK B 
Rating:
1.0

Engine service light on, low tire pressure, the cab smelled like dirty diapers and rolling papers. Syringe on the ground near the vehicle, no lot attendant, unhoused individuals walking around the vehicles. Baltimore in a nutshell.

ERIK B 
Rating:
5.0

None

ALIOU F 
Rating:
1.0

The location was confusing to find because it never.mentioned that all transactions were done at the gas station in which I had to talk outside through a glass that made it difficult to understand. The attendant was very rude and kept trying to rush me through the process which wasn't good in the least for a first time experience. I was also given a discount code that was entered when doing the online reservation and when asked was told that I would receive the discount upon return of the truck which that never happened because when I inquired about it once again I was rudely told that he had nothing to do with that and I would have to take it up with someone else. Last thing is I calculated more miles than I intended to use because I really didn't know how accurate my guess-a-mation would be and used 15miles less than paid for and when mentioned was told that I was wrong. The final receipt clearly shows what was used and the difference. I've lost money that I really didn't have being on a fixed income(hence the gladly appreciated discount that wasn't honored) and really lost respect for the U-HAUL company overall 😕

Chanel G 
Rating:
5.0

Customer did not leave a comment.

Waleed A 
Rating:
5.0

Agent was very helpful and friendly

Traci M 
Rating:
5.0

Customer did not leave a comment.

Michelle S 
Rating:
2.0

i’ve worked at uhaul and cleaned many of the vans. i get that this isn’t a real u-haul facility but because of that the trucks aren’t well maintained at all.

ODRI M 
Rating:
5.0

AR was excellent, very knowledgeable and friendly, he made the entire renting process very enjoyable. Great job AR!!

Robert B 
Rating:
5.0

Nothing

Margaret G 
Rating:
1.0

Customer did not leave a comment.

Khai O 
Rating:
1.0

The lack equipment I requested was an inconvenience when moving. The location is not great at all since there is construction going on. Very disappointed.

Cynthia J 
Rating:
4.0

Gas Station is under construction and lacks UHaul signage. No visible outside Key Drop- I am sure it will be fine once the construction is finished.

Ken W 
Rating:
2.0

The check engine light came on during my rental. The liw tire pressure light came on. The gas cap was not on. The drivers window although rolled up all the way allowed air inside. This made for a very noisy ride and it was hard to stay cool although the air conditioner was on.

Chaquetta K 
Rating:
5.0

Customer did not leave a comment.

HEBER B 
Rating:
4.0

Customer did not leave a comment.

John S 
Rating:
5.0

AR was absolutely great! He helped me with the truck and the dolly and make sure my needs for the move were met. Will definitely come back and highly recommend!

Jonathan A 
Rating:
3.0

Customer did not leave a comment.

Jose V 
Rating:
2.0

Customer did not leave a comment.

Wadner D 
Rating:
5.0

Customer did not leave a comment.

Lucy R 
Rating:
3.0

It was sufficient for our needs. Good that it is a 24/7 location, so we could drop off earlier than requested.

Maurice K 
Rating:
4.0

Easy and quick. Helpful staff. Truck ran well

Gregory G 
Rating:
1.0

There was no place to park the return vehicle as a tractor trailer was parked in front of the spots. I parked the vehicle within the stations lot, and informed the agent. He said, well you can't park it there, and go take a picture of the mileage and gas gage and bring it to me. I had to wait about 20 minutes for the truck to move. I don't think it's my job to take a pic of the mileage and gas gage. The agent was rude, and could not have cared less that there were no parking spots. I will not use this location at all in the future.

Ronna D 
Rating:
4.0

Make it clearer that this location is a gas station. I almost missed it completely because I was looking for an official looking uHaul location.

Beverly L 
Rating:
2.0

Customer did not leave a comment.

Cornel G 
Rating:
3.0

Customer did not leave a comment.

Eric H 
Rating:
4.0

Nothing well probably cheaper Gas

LEON H 
Rating:
2.0

Truck they gave me the air conditioning was broke it was a large hole in the corner of roof my belongings got wet from driving threw the rain storm.... very disappointing

Anthony B 
Rating:
5.0

The Van and the location was perfect.

DYNISHA L 
Rating:
5.0

:)

Taylor B 
Rating:
5.0

:)

barry f 
Rating:
3.0

Tire pressure light on dashboard was on. Smelled of smoke. Ashes on dashboard as well as used napkins. Jacket left in back of truck when obtained vehicle. Cookie wrappers in side of door. Side view mirrors where dirty and hard to see for safety. And driver side window handle broken.

Alexandra H 
Rating:
3.0

The inside of the cab smelled like cigarette smoke.

Antonio R 
Rating:
4.0

This was the dirtiest truck I’ve ever used. Full of cigarette smoke, ashes, trash, actual spit and mucus on mirrors and window crank broken.

JESSICA M 
Rating:
4.0

Customer did not leave a comment.

Joseph S 
Rating:
5.0

There was a lot of dirt on the floor of the van. It didn't bother me much.

ANDREW F 
Rating:
2.0

When i received the vehicle the gas meter was read at 1/4 of a tank, when i received my receipt the paperwork stated that it was at a 1/2 of a tank. I took a photo to prove the paperwork was incorrect but the teller wasn't able to make the adjust or simply didn't understand the issue. I had to spend and extra $25 in fuel to avoid a fee. The vehicle felt extremely unsafe to drive as well. The front axels were misaligned with the steering wheel. The vehicle wouldn't go over 65 miles per hour. And the steering wheel had a tendency to over steer. This was a terrible experience.

Jasper B 
Rating:
1.0

Clean out the homeless person's bedding and provide the requested (and paid for) additional resources - a dolly, a furniture dolly, and blankets, instead of not providing them and charging me for them anyways. Ensure that the main mobile carriers allow for the user to access the internet / log into the the UHaul app to upload photos. Each time I attempted to login into the app, it did not load. The mobile site from this location did not load either.

DAVID H 
Rating:
1.0

Thus location try to secretly over charge their customers and give false reports on gasoline mea

Whitney F 
Rating:
2.0

Only drove 4 miles The gas needle never moved because the distance was so short yet they charged me for 2 gallons of gas 4 miles doesn’t even burn a 1/4 gallon yet they charged me

Lafawn G 
Rating:
1.0

Over charge me 35 dollars

Satnam S 
Rating:
1.0

Personally screwed over by management, gave me a truck with 1/4 tank, over charged me for mileage even though I have proof. Charged me for equipment I did not have or ordered in the first place. Man working who I gave the keys back to confirmed I did not have any equipment and still charged me. Will pass along in for to all my friends to never use this location and possibly u-haul as a whole.

Greyson B 
Rating:
5.0

Nothing. The guy was super nice and he made things so easy for me. Thanks again!

Charleen P 
Rating:
3.0

Customer did not leave a comment.

Ronnell F 
Rating:
1.0

Very disappointed. The car was a wreck and smelled terrible. Please put a lock on the back of the trucks, it had homeless people living inside of it when we arrived.

Noah B 
Rating:
4.0

Friendly Counter Person

Walter B 
Rating:
1.0

Ensure that the UHaul is Parked at the location, not down a side street. Ensure that there is no soda bottle full of urine, food wrappers, or drug needle paraphernalia in the truck that is to be rented to customers.

ALEXIS K 
Rating:
5.0

Customer did not leave a comment.

Eric M 
Rating:
1.0

Dolly left in rear space and wasn’t needed, took up additional room. Didn’t feel safe with drop off location.

Emily R 
Rating:
2.0

Absolutely filthy. Smelled like a wet ashtray and had cigarette butts under the seat. The steering wheel was sticky and there was food and wrappers inside the cab. The dashboard had spilled coffee and another unidentifiable substance . Definitely not worth the rental fee to stink like stale cigarettes after a painting delivery.

Tess M 
Rating:
2.0

The website lets you add moving blankets to the cart and they don't have any. The trucks don't seem to be very well maintained mechanically and it was not clean when I picked it up. The attendant was nice and helpful.

Margaux H 
Rating:
3.0

Customer did not leave a comment.

Timothy S 
Rating:
5.0

Nothing, The cashier person Mr.A.D. he was great customer service. with a genuine smile. Thank you!! Franklin Copeland,

copeland d 
Rating:
2.0

The people renting the trucks out need more training. Everyone looked confused in the process of trying to rent the truck to me. Also the trucks need to be checked because I had trouble with the truck while driving it. I put the truck in drive and it went in reverse. I also said it was lacking engine oil. I paid $259 for a working truck not one with problems.

Darnell G 
Rating:
2.0

If you’re going to offer a contactless pick-up option, make sure that it’s actually available and clear how to book and what you’re getting. My rental was delayed because I had to go in and get the key from someone. Then I was charged for extra time due to the delay and insurance that I didn’t actually want to purchase, resulting in a bill that was nearly $80 higher than I expected. The customer service rep I spoke to, Shandrice, was awesome and very helpful, but wasn’t able to refund the insurance that I didn’t want (and didn’t need) because of how I’d reserved the UHaul. Even though I had tried to —and thought I had—declined all extra insurance and equipment. I’d encourage UHaul to hire a user experience designer to make this process more streamlined and user-friendly if you’re going to offer it. I’ve had good experiences with UHaul in the past, but this one’s left a bad taste in my mouth.

Ellen L 
Rating:
3.0

I recommend NOT using the U Haul app for this location

Carl J 
No reviews have been submitted for this location.

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