Customer did not leave a comment.LEAH B.
Customer Reviews for Russell Street Shell
(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.
Didn't have the items I paid for in the truck.Eric R.
Customer did not leave a comment.Courtney T.
Very helpful clerk, just not in a great part of town. I would recommend telling customers to only go in daylight.Morgan H.
The mobile website experience was completely lousy. It took me more than 20 minutes, and eventually the store attendee had to do it for me. For example, a perfect picture of my drivers license was consistently rejected, do you recognize MD river's licenses? All of the setup could have been done in advance, and should have, as part of the reservation process. I give that part of the experience a big F.Bretton W.
Customer did not leave a comment.Levar H.
It was a bumpy ride. Aldo charged for service i did not authorize.wanda M.
1. First truck said low oil pressure & had a cabin alarm sounding. The clerk tried to convince me it was because of the seat belt, after showing him I had my seatbelt on & also latching the empty passenger seat he said well just drive it will eventually go off. I had to beg him to give me another truck. 2. Truck also said low oil pressure and was visibly leaking oilâ€¦.. same argument with clerk to finally just give up because I needed to get on the road. Upon arriving to my loading destination, I opened the back of the truck & two mean jumped out & ran off who had been either living of sleeping in the back of the truck. I had to clean up wrappers, spilled soda (which got all over my furniture regardless. And not to mention k was terrified at the event. 3. Called customer service who took my report but said they couldn't do anything about to. I really think Uhaul should make this right. My experience was horrendous and no one should have to argue to get new equipment when it isn't up to par or doesn't feel safeKhara K.
As I attempted to inspect the Uhaul, the passenger and the driver's side doors were unlocked. As I lifted the rear door of the Uhaul, I noticed a horrible smell. Upon lifting the door to investigate I began to notice 4 individuals sleeping/living in the back of the Uhaul. I immediately ran back into the gas station to alert the clerk working and to request another truck ( His name was Sam). Sam gave a nonchalant shrug and said to " Tell them to get the fuck out of there!", and refused to give me a different truck. I was planning on moving that same day, so I had no choice but to take the truck. This incident wasn't handled properly and raised many concerns to me and my family. Due to Covid, there was a risk of contamination and not to mention Sam wanted me to remove people from the truck when that's his job. I called the police but before they arrived the 4 people had evacuated. They had blankets, pillows, needles, and toilet paper as if they were living in the truck. I have provided pictures of the state of the truck I received it in as well as the individuals living in the truck. This was a highly dangerous situation that my family and I had to endure.Logan A.
The NTSB SHOULD BE ALERTED. The truck would not go into reverse and had difficulty going into other gears. The Kustom Kate mechanic indicated it was in disrepair.Joseph W.
Reduce hidden fees and this location should not charge for parkingEric J.
Hard to get to and located at a shell gas station. not clear where the drop off is and it's hard to navigate if you're not used to a large truck. If I had known there were closer options, I would have picked somewhere elseJESSICA F.
The cashier at this location provides poor service. He is not friendly or helpful. Only reason I may go back would be because it's very close to where I live.Tomoyasu H.
Customer did not leave a comment.John R.
Both employees I worked with, pick up and return, where rude and unhelpful. I won't use this location ever again. It's a shame because is is very close to my homeMandy C.
Customer did not leave a comment.Greg B.
They wouldn't let me return the Uhaul on the same day I picked it up because they rented its parking spot to people going to the football game. Tried to have me deliver the next day when I told them I couldn't and then sent me to park it at a different Uhaul where I almost had to pay a 'returned to wrong location' fine. The only reason I didn't was that I left a note for that Uhaul location to call me so I could explain the situation. My suggestion for improvement is that they stop double-dealing on parking spots during game day.Fred B.
Reserved furniture dolly and a regular dolly and received neither. Charge was taken off but resorted me in having a tougher time moving some of my items. Also, there was a homeless guy sleeping in my truck when I first got my keys. I opened the door and I guy was there sleeping and had to wake him up and kick him out of the truck. I have a photo for proof. I recommend uhual dealers to lock their vehicles at night.Matt H.
Customer did not leave a comment.Frank J.
I was charged for equipment that this location didn't haveKadijah T.
Check vehicle before giving them to customers, make sure tires are in safe condition. Clean out inside of vehicle before rental.Emma C.
Gas station charges $10 to park your personal car while you're away. I feel scammed, but other reviewers have commented on this as well. Staff wasn't overly pleasant. The cashier wanted proof of all of the information I had already uploaded to my contactless drop-off. I would not rent from here againKatelyn D.
Customer did not leave a comment.Precious S.
I also had rented moving blankets and equipment, but the first time I heard they weren't available wasn't until I showed up to pick up the truck. What's the point of a reservation if it's not going to be there? A call ahead of time would've been nice.Michael T.
Wish the staff/operator were not as rude.MANITA S.
Customer did not leave a comment.Meridian H.
The truck was dirty from previous use. Broken furniture pieces and trash was left inside, and the dash & steering wheel was dirty and sticky matters were left behind. Highly unsanitary and I don't recommend anyone using this spot.Saif R.
Some places shouldn't be associated with the Brand period, Nasty, disrespectful condescending, Dirty, and have absolutely no care or concern for the customer!Jeff H.
Truck cargo area could have been a little cleaner. The location is listed as a Citgo Gas station but it is now a Shell station so I had a little trouble finding it at first. Overall the cashier was friendly and I am satisfied with the service.Osie D.
Make sure fluids are replenished (no windshield fluid), keys are in tact (key was taped up), and clean (empty pack of cigarettes were left and ashes were left in cup holders, leaving a terrible smell)John R.
Customer did not leave a comment.Andrew R.
Customer did not leave a comment.SEAN A.
Enough staff to keep vehicles cleanWilliam W.
Customer did not leave a comment.William O.
Customer did not leave a comment.Richard S.
Happy to see I got a fuel credit for leaving it with more gas than I got it with! No issues with processing, got in and out pretty quick. You're not allowed to park at the location, you'll need to find nearby parking (-.5). Very hard to hear the clerk due to the sound of traffic on the nearby street, could use a microphone to better communicate (-.5). Overall, pretty good.Dalton S.
Was hard to hear the teller through the glass window. Truck was not cleaned well - blankets piled in the back, mostly empty Gatorade bottle in the front. Brakes on vehicle soft; engine was overrev'ving in tow/haul setting. Glad I was not going far or anywhere with too many hills.Carl W.
Customer did not leave a comment.LEONARD A.
The cab should have been swept out - several wrappers from prior user were left. The truck storage area was clean.Lynne P.
Van was dirty when I got it and I got overcharged a ridiculous amount that was incorrect.Rachel M.
Customer did not leave a comment.Aprenea M.
I was transferred from another location to this one because apparently they would have the equipment I asked for, appliance dolly and 1 dozen covers. This gas station did not have the equipment I asked for. He said he only had the dolly and not the covers. I said ok fine. There was a robbery that took place while I was there. The attendant was rude and rushed me and was focus on his gas customers. He also added the safety $15, which I took off before booking. Once I got to my location, the dolly was not in the truck, so he lied.Mitzyn P.
My reservation pickup was changed without my consent or anyone contacting me. When I arrived at Russell street they do not have 24/7 pickup like my original reservation location. It was a big mess and I didn't receive the moving blankets I requested either.William S.
Customer did not leave a comment.ROBERT L O.
We found out last minute that Uhaul changed our pickup location to this one star place. The experience was horrible. Did not have the blankets we requested and basically rolled the dolly into the street for me to get. I am glad I had rented one before because I am quite sure I wasn't going to get any help on how to use, even if I needed it. Do not recommend. Horrible customer serviceKatherine B.
Parking is difficulty. Attendant was nice and friendly.AMBER C.
I mean there were liquids and gooey lollipops all in the trunk of van and someone had left behind furniture.Sarah F.
I was charged for 2 dollys and only received 1 and there were only 2 blankets when I ordered 6.Chase D.
My reservation pick up site was changed without communicating to me. They did not have the blankets and dollies I reserved. I was handed a key and told to go find the dollies in a side fenced in area. The truck was parked behind the location in an active construction zone I had to negotiate out of.MICHAEL N.
The service at this location was terrible. Both at pick up and drop off the people helping were very rude and were first unable to find the reservation, then proceeded to tell me that I did things wrong even though that was not the case. The cars were dirty (masks of previous users still there, not cleaned, the furniture pads were not even folded) and the dashboard indicated the car needed an oil change, which we flagged but the representative said wasn't our problem (even though we were going to drive 450 miles). I did not receive a check-in/walk through message when we picked the car up nor a confirmation of drop off. Terrible experience, would strongly recommend against going here.Valerie D.
Something was added to my bill that I did not request when reserving online. I found it was added by the man that checked me in. I called customer service and I'm awaiting the $15 refundStephanie H.
Customer did not leave a comment.Ryan W.
Customer did not leave a comment.Gabriela D.
Customer did not leave a comment.Andrew A.
It was a communication error but for the most part it was a ok experience.Charmaine B.
The truck was not cleaned out -there were masks and garbage from the previous rental . I was over charged by $10 for pads and a moving dolly I never requested nor were on the truck. I now have to take time to call and remove the charges. I have rented with Uhaul many times and this location was by far the worse experience to date.Michael R.
My experience was that the proprietors of this rental location provided slow and poor service. They failed to provide the equipment I had rented and were dismissive of my request for said equipment. They further charged me $10 for the privilege of parking my personal vehicle at the gas station. I would strongly recommend a potential renter look elsewhere for his/her/their rental. If he/she/they must rent here, he/she/they should not rely on anything other than a vehicle rental, and he/she/they certainly should not expect quick or polite service.Alexander L.
The agent at this location is way too nasty. All he has to do is give and receive keys. He doesn't give you the key before he begins yelling don't park your car here. I said ok the first time only to have him yell it over and over before releasing the keys. Too nasty. Put the keys in a lock box vending machine that needs a code. That way I can receive better customer service from a box and my smartphone.ROXANNE D.
Customer did not leave a comment.dipal P.
The onsite person was rude and unhelpful. I came at 8:00 and was told my 15' truck was not available and I would have to take a 10' truck. There was a 15' truck in the parking lot. He told me I couldn't take it and that I had to go to another location or take a 10' truck. I could see that I was not going to get anywhere with that person so I called the 800 number for U-Haul. The customer service representative was very helpful and pro-active. She called the onsite person who reluctantly gave me the keys for the 15' truck. When I returned the truck, I refilled the gas at the location because it is a gas station. When I turned the keys in I asked if I could use the restroom that were being blocked off by a display rack. He told me the restrooms are not for the public. I said I wasn't the Public I was a Paying Customer. He just laughed at me.Amy W.
Customer did not leave a comment.Hernan P.
Uhaul was dirty and tire pressure was low. The truck I reserved was not available so I paid more for a cargo van. Service was super unprofessional.Meghan F.
The attendant was not knowledgeable and ignored my concerns.Alfred M.
Customer did not leave a comment.Brad M.
I paid for two dolleys and they were not in the truck. Waiting for uhaul to update my final payment.Cynthia J.
I was charged a fuel fee. I have pictures of instrument panel showing before mileage and fuel. The post pictures shows fuel at the same levelJEFFREY L.
How can you charge me almost $13 for fuel when i drove less than 4 mile. This is not professional and ethicalNecmettin A.
Employees did not explain process well and was very difficult to understand. I did not receive a text to inspect the vehicle until after I was already driving. When I arrived at my destination to fill out that inspection survey the link already expired. I took before photos of the gas status and filled up when I returned to the same amount but still got charged a significant gas charge. I also dropped off the truck within 5 minutes of the drop-off time and there was a customer trying to pick up a truck that they had a reservation for that was having issues with the employee since the employee was saying this was a drop-off location only which is was untrue. That dispute took time while I was standing waiting and the drop-off time prolonged even further. I was then charged an entire additional double rental amount which I think is ridiculous nor did the employee indicate that to me when I dropped it off. It came as a shock when I got the invoice hours later. I strongly believe I should be refunded the additional double amount as I did drop off the truck on time and should not be charged for additional gas. I have before and after photos to prove that.Brian S.
Customer did not leave a comment.PAUL O.
Learn better people skills the guy was rude too me n someone else I was withAshley J.
It was good customer serviceAbdul A.
Can't describe how bad this was. Had a reservation, showed up on time with a cc and license yet took 90 minutes including almost an hour on hold with cust service to get the person to give me the key. Horrible!!!!ian S.
Customer did not leave a comment.Joshua F.
When applying for a rental online I would recommend notifying the customer of the need for a smart phone and an example of the applicable screens that will be required to answer during the rental process. Just an advance notice of what the customer will encounte during the process.DERRICK C.
I was charged 66.18 for a 5 hour rental of a 15 foot truck that went a total of 5 miles. 29.95 for the truck plus 1.99 per mile equals $39.90, plus $14 ins equals $53.90. Where did that extra $13 come from??? I was ripped off.Abigayle B.
This was the worst Uhaul experience I could imagine. We got the truck with 1/8 of a tank of gas left in it and the check engine light on. When we returned it we repeatedly asked the service attendant if we needed to fill it with gas before giving him the keys and what do we fill it to since we got it at 1/8 of a tank. He wouldn't answer and demanded the keys. We then were charged for the FULL tank of gas and an extra $30 service fee for them having to fill it up. Literally NEVER rent from this place.Bradley D.
Customer did not leave a comment.LEONARD A.
We ordered a furniture dolly but none was available. This is the third time out of 3 rentals this has happened. You should not offer if you don't have.Sigrid H.
Worst experience ever. Vehicle was filthy. Overwhelming smell of cigarettes. Ashes on the floor, cigarette butts and tobacco in the cup holder, and food wrappers in the driver seat. An employee of the pickup location told me it wasn't his job to clean the vehicle. If I had time to find something else I would have canceled my reservation. This location doesn't deserve to have U-Haul. They're clearly incapable of handling the responsibility.Kyree W.
I ordered utility dolly to help make trip easier and none available also ordered furniture pads and none available?Estelle C.
This particular location can began to practice maintaining the cleanliness of their trucks. The person who serviced me today didn't provide me with the attention that I am used to from an original Uhaul location. I was not at all satisfied with the services.Andrea C.
Employee barely spoke English and was next to impossible to communicate with. He did not want to get out of his plastic cage to look at the vehicle with me. I had issues with the condition of the truck but could not make the gentleman understand what I was saying. How can you rent something when you can't speak English.Jim V.
The customer service was lacking.rose T.
Customer did not leave a comment.Chris K.
Customer did not leave a comment.Courtney L.
Both Clerks, Check in and Check out, seemed not to care much about providing Good Customer Service. I was charged for 2 days, when only using the truck I rented for 1 day!!! This is called Thievery!!! Very Unacceptable..... I would Never rent a truck from this location again, and will Never Recommend to Anyone!!!! The Absolute Worst Experience I've ever had with U-haul by Far!!!Walter B.
Clean the cigarettes out of the truck next timeDahuliya D.
The service was very rude to me and my family. Especially when I was returning the truck. They were trying to make me leave and drop the truck off at a different location. Although that was the location I picked the truck from the start.Dominique J.
I checked in on line but the rental site wanted me to pull it up and finally he said I will do it and he did The dollies I rented were not all available which made the move a bit harder. The truck was very difficult to start because the key would not turn. You had to jiggle both the key and the gear shift until it finally released. Something is worn out either in the gear shift or the ignition. Lastly when I brought the truck back the tech made me take a picture of the mileage and the gas level. Generally they go out and look. Then he told me to bring the dollies to the front and tried to tell me from behind the glassed in both where to set them. I put them on the wrong side of the locking propane box and he came out and said "you did not put them where I told you to". I felt like I was a bad employee because I was not following his orders. I guess he was the customer.Ernest S.
Customer did not leave a comment.Hosea N.
When got in uhaul there were face masks left in there from before.Bernadette E.
This Location was different than any other location that I have used. Lastly my money was paid and weeks 26.00 more dollars were taken from my account. I Feel that was unfair.. Not Happy With Service.. I do not even know how much gas was registered in the vehicle when I drove offSharnell H.
Customer did not leave a comment.Lakisha N.
The agent was HIGHLY UNPROFESSIONAL AND LACKED CUSTOMER SERVICE SKILLS. I WAS GIVEN A TRUCK WHICH HAD A BROKEN SIDE MIRROR THAT DIDN'T STAY IN PLACE. THIS WAS AN EXTREME NEGLIGENCE ON THE PART OF UHAUL. MY SAFETY AND LIFE WAS PUT AT RISK AS WELL AS OTHERS ON THE ROAD. UPON RETURNING THE VEHICLE AND NOTIFYING THE AGENT OF THE SIDE MIRRORS, I EXPRESSED MY CONCERNS OF SAFETY ISSUES WITH PARALLEL PARKING THE VEHICLE AND ASKED THE ATTENDENT TO DO SO, HE DISREGARDED MY SAFETY CONCERNS AND FORCED ME TO PARK WHEN HE FELT THE VEHICLE BELONGED WHEN OTHER SAFER LOCATIONS WITH REQUIRING REVERSE DRIVE WAS READILY AVAILABLE. I AM FILING A COMPLAINT WITH ATTORNEY GENERAL UNLESS U-HAUL ADDRESESS THESE CONCERNS IMMEDIATELY.Miles H.
Was no windshield wiper fluid in the canister.Stephen S.
The whole process from this particular uhaul location was GHETTO as hell. You have to come to a window at a gas station. An OUTDOOR WINDOW. The communication is wack. Like I'm completely disgusted with my experience here. It was a complete messDerkea M.
Customer did not leave a comment.Steve G.
Easy in and out. Everything ran well from the location.Daniel T.
It's labeled as a "Citco" but it's actually "Shell" gas station. There was a homeless man there pretending to be an employee of Uhaul. He told me where to park the truck, and asked me was it clean. After I went inside the gas station to return the truck keys, since there was no key Dropbox, when I walked outside the man asked me for money and said that he "volunteered for Uhaul". This location isn't very professional.Lawrence H.
Evette in 800 customer support helped me with last minute change in reso - she made me feel valued and 'found' a way to make things smooth for us. THANKSJames C.