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

Rating:

5.0

The attendant wasn't clear about instructions and was rude at drop off

Rating:

3.0

The employee at the Shell gas station your authorized dealer was not professional at all. I did my return truck via the app and he gave me a hard time. The. Proceeds to tell me if I don't lock the truck up there will be a charge on my card. I had done told him 3 times doors are locked and the back door is locked as well. I don't know how they became an authorized dealer. They need training all the way around

Rating:

1.0

My experience with this location was pretty horrible. AJ or AR can’t remember the exact name of the customer service associate stayed behind bulletproof glass, and shouted directions. Each time I indicated I couldn’t hear him. He got increasingly agitated, in addition, he and someone else continued their conversation and ignored any of my questions throughout the entire initial interaction. When I inspected the vehicle, I found a broken right rear right side mirror, trash in the bed of the truck and a fuel gauge at half when I went back inside to talk to the customer service agent I got the same surely and angry response so I continued with my day. When I return the vehicle, I showed them all the pictures that I took all four sides, interior, and the mirror and he began to argue that I should’ve shown him the mirror. Indicated that I tried to show him, but he wasn’t interested so I left with the vehicle. The agent also asked me to remove and bring him a handtruck that I did not rent. And all this experience was so bad and this location was so unacceptable that I definitely will never return to this site

Rating:

1.0

Attendant at gas station sent me and my wife to various areas outside with keys to retrieve the dolly and packing blankets. We did not use packing blankets due to them smelling like urine because they are left outside. Attendant also gave no instructions for the rental. Very poor experience

Rating:

3.0

Kind of a Meh experience, but if my friends were in a pinch, it would do.

Rating:

2.0

I ordered blankets to protect my furniture for moving and when I showed up to pick up the u haul there were no blankets in it. Then the guy behind the glass at the gas station/ pick up location was trying to give me some excuse about people having colds as to why the blankets weren't there.

Rating:

3.0

App was not working

Rating:

4.0

U-haul needs to be clear about what their charges.

Rating:

4.0

The rep was very kind and helpful and the equipment was ready on time and clean! I would recommend this location and U Haul in general.

Rating:

5.0

The process was pretty fast and smooth. The agents st the location were all knowledgeable and friendly.

Rating:

3.0

Faster refund of deposit.

Rating:

1.0

The customer service that Ms. Regina Patrick provided was very professional. I would give her ten stars! Need more agents like her! Thank you Ms. Regina for all you do! 😀

Rating:

1.0

Have the vehicle cleaned totally Should also be some type of grace period on returns. I don’t believe you should be charged for a whole new day if your only a few minutes late on returning the vehicle.. Unless it’s a frequent thing in returning the vehicle late. Sometimes traffic may play a part in this.

Rating:

2.0

I arrived and he told me there wasn’t enough space for the truck. I told him it was very inconvenient if I had to return the truck elsewhere since this the reservation got split in two. He gave some push back but I asked if I could please drop the truck off especially since it was a crazy day of moving.

Rating:

1.0

We did not realize this was just a pick up location at a gas station. We had ordered a dolly and also a flat furniture dolly. Neither were available and we were not notified ahead of time. The attendant did give us a telephone number to the closest U-Haul shop, the person I spoke to ask if they the equipment we needed was not helpful at all. This made our moving experience much harder than it needed to be. The tire pressure light was on and we had to put air in the back drivers side tire. We have rented uhauls several times and have had good service in the past at different locations.

Rating:

3.0

You have to make your transactions with the person in the shell gas station and they were a little rude. Through the website I purchased furniture covers & an appliance dolly when I arrived at the location they didn’t have either.

Rating:

1.0

I have clean vehicles and more staff. The truck had cigarettes and empty bottles amongst other trash.

Rating:

5.0

Need the ramp on every truck and a hand truck would not hurt as well

Rating:

1.0

I am furious that it is impossible to reach someone for advice or changes. There are questions that cannot be answered in a timely manner via on-line. About 3pm, while the store at Russell St in Baltimore was still open, I called to ask for an extension of the agreement for another day. At that time, and a number of times later and in the morning, no one woulld answer the phone. Extending the agreement would have saved me the $20 late fee, and I would not have to had start a completlely new agreement, which increased my cost by at least $80. I would hope someone will contact me about this. Again, why can't there be a WORKING phone number to discuss issues.

Rating:

2.0

No problems with the staff other than the equipment I requested not being available (one of the two dollies I requested). When I went out to inspect the truck, one of the other trucks had a homeless couple sleeping in the cab of the truck with the windows down. I know they were homeless because the gas station clerk told them to get out when he noticed them in the truck and they brought out grocery bags of belongings to the curb behind the other uhauls hidden from the road. I would not recommend this location again due to the high amount of homeless folks and its location in the city being difficult to reach from outside the city. Also very frustrated figuring out who should reimburse my dolly fee since this location told me to bring it up when I returned the vehicle and the second location told me the first location should have taken care of it.

Rating:

2.0

There were homeless people sleeping in the back of the truck. Attendants do not go outside of store to assist you.

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.

Rating:

5.0

It’s good and safe

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

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.

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.

Rating:

3.0

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

Rating:

5.0

Bueno

Rating:

4.0

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

Rating:

3.0

Representative not friendly. Needs some assistance always working alone.

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.

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.

Rating:

3.0

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

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

Rating:

2.0

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

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.

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.

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.

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.

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

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.

Rating:

3.0

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

Rating:

5.0

Sam Provided great service. Thank you.

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.

Rating:

5.0

Everything was great the truck was in great shape.

Rating:

2.0

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

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

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.

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.

Rating:

2.0

Good customer service

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.

Rating:

5.0

None

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 😕

Rating:

5.0

Agent was very helpful and friendly

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.

Rating:

5.0

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

Rating:

5.0

Nothing

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.

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.

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.