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SARA C.Customer Reviews for U-Haul Moving & Storage of Scott's Addition at The Diamond
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.
The experience was easy going and the sales person was very knowledgeable and friendly!
RAQUANDEVON M.Maybe not the locations fault but the truck smelled like cigarettes and we did find cigarette butts under the seat still. Pretty gross when you need to drive a truck across country.
Jeremy S.Excellent customer service!!
NANCYLEE P.Customer service training Big time, employees need to know that customer needs and satisfaction is first no matter what.
Kiera J.Easy move in and all the folks were very helpful and understanding.
Richard F. | Online Move InYoung man (didn't catch name) was very helpful. However, stated to him that truck rented was not in the best of shape (little speed nor wore out shocks)
BOBBIE G.I would give this facility a 5 star but after moving out they double charged me for a storage unit that account was charged. Luckily I will be receiving my refund within two weeks.
Sandy J. | Overall ExperienceThe young lady that checked me in was outstanding, 5 Stars Name: Azi ????
Gary S.We weren't allowed to use the restroom in an emergency. Plus the electronic check-in process was more confusing and more work than the typical process. Moreover, it still required going into the store and interacting with an agent - isn't the point of the online check-in to avoid those things?
George S.There was only one person working at that time, and he was back in the storage area, so I had to wait 10 minutes before I was helped. That was the only con
James S.I got charged for gas even through I filled it up exactly the same amount as how I received it. Maybe even a little bit more...
Sergio M.The process was super speedy, and the woman who helped us hitch the trailer to our car was great.
Jeremy H.Eh
Blake T. | Overall ExperienceAfter realizing the fine print at the bottom of all your trucks say others fees included I wont ever go back. "19.95" really big! And then pretty small it says that. Should say we are going to charge you out the ass and 19.95 is a joke. Nothing negative to say about the staff, very helpful.
STEPHENPAUL H.I did not end up reserving the tow, but i was still charged for it. Also, I was told that the gas was full upon receiving and it was only 75% full. I returned the vehicle with a full tank. How do i go about reimbursement?
HAKEEMKHADEEM EA M.I have had many good experiences renting from this location.
Robert T.The customer service agent was extremely helpful, professional and efficient in helping me use the “new†technology to complete my contract.
LADONNAL M.Janay had Amazing Customer Service.
SHAROD B. | First ImpressionsExcellent customer service 💯â—
DOMINGA B.Didn't tell me I needed to turn in my truck by 9 am. Charged me for a whole fucking day when I turned it in at 11. Waited 20 minutes before someone got off their ass to check me in
James B.The staff were helpful and kind.
Clintral M. | Overall ExperienceNo comments here, I have used you before and always been pleased with your convenience and affordability.
Dennis B.Excellent experience. Would highly recommend.
Thomas W. | First ImpressionsMy only issue was the 4x4x4 unit I rented was smaller than advertised. Other than that my experience was great.
Darnell C. | Overall ExperienceI have used my storage for a few years. I am very Pleased.
andrea j. | First ImpressionsThe a/c was not working, the local office made it right.
William S.I am very upset that the vehicle I chose at a different location had no keys to be found and no one available to help. I was told by U-Haul that I could switch to this location with a bigger truck at no extra cost but it ended up being an extra $100. The team at this location is great. My issues are with corporate telling me the price wouldn't go up and for the first location providing zero customer service and being unable to perform the duties they are contracted to do.
Nathan J.My only complaint was that I didn't get what I paid for. I reserved and rented a 4x4x4 unit but I received a 4x4x2'9" unit. Staff tried to make it right by showing me another unit but it was the same as the other one. Then I was given the option to rent a 5x5x5 unit as t a higher price but I shouldn't have to pay extra for a mistake that's not mine. I'm still hoping this situation can be rectified. Thank you.
Darnell C. | First ImpressionsThe only problem I encountered was that I had to buy a lock from this facility, even though I had high security locks in my possession at the time. I don't think they should be able to force a $15.00 lock on a person when there are cheaper, just as good, locks on the market. I did find the staff friendly and helpful and I know they can't help it but i feel it would do a great customer service if gutters were attached to the units to prevent being dripped on from rain or melting snow. It makes it uncomfortable to be dripped on or my items getting wet because of the drip.
Aldo D. | First Impressionsmaybe have two staff on duty to limit the wait time, although the time was minimal.....5-8 minutes.
Anita B.We were given a trailer that was full of rocks and dirt. We were assured that we would not have to pay a cleaning fee when it was returned which was nice since we did not make the mess but we should not have been given a dirty trailer to start with. In addition we were charged for insurance which I did not agree to.
Jessica T.The guy who waited on me was awesome,
Henry W.Although it may be in the fine print, changing a customers pick up location last minute, is unacceptable! There are many more ways to accommodate this than asking the customer to accommodate you! I think UHaul has forgotten what customer service is, and they have definitely forgotten it's the customer that keeps them in business!
Jason L.Every thing went well. The guys were great.
Elte T.Very good staff.
robert a. | First ImpressionsRepresentative was very helpful and thorough. Loved the experience.
Bonnie B.The lady who attended me is a sweetheart. Really nice. Super helpful and went beyond everything to make sure we were good
zianey B.Great people to work with
James R. | First ImpressionsBoth Macy and her associate that helped me sign in for the first time on Sunday afternoon were outstanding. I had a storage unit here at this location off and on from 1988 to 2004, but this experience was SO MUCH DIFFERENT THAN past experiences! Many thanks to Macy and her associate!!!!!
John G. | First ImpressionsTruck was 5 miles over what was on the contract and I paid for it. Not right to rip people off.
Deonte C.The staff was nice to me. It fairly easy to get in the parking lot. I would recommend this location if I knew people in Richmond. I think it was only one pick up truck.
Veronica B.The mobile check in experience needs some work. Got stymied with an error in the form and ended up being helped by the rep inside.
CHRISTOPHER H.Customer service could be a little better. Overall, efficient and got the job done but didn't feel welcome or that my business was appreciated.
Steven N.Returning the truck was difficult
Jennifer D.Lance Pulliam ruined the entire experience. He was very unprofessional ! The interaction I had with this employee alone, will not allow me to recommend this company for services of any kind to anyone. Specifically because of Lance Pulliam , I will never be using U-Haul as company again .
Lavelle W.The people were very helpful and helpful!
Michael D.Superb service. Attitude. Equipment.
Jeffrey G.Great experience
TIM C.Very easy process. Helpful staff.
Thomas B.We had no service issue with U-Haul, but the reason for my Average rating is because when I secured the truck via telephone on the 800 number, the representative was clearly not interested in answering my questions and REPEATEDLY said, "Can we get your information to make the reservation?" At least four times, I said I had another question. He was VERY unhelpful. My other complaint is the $50 rental fee which was NOT mentioned in that phone call (I wrote everything down). Really?! As if $1.29/mile is not enough of a profit?? We had to make a hasty choice because of the help being available at the last minute, but I felt taken advantage of. Disappointing.
Justin H.Very quick drop off, employee still not wearing mask
JOHNWESLEY D.Great experience and extremely helpful for a short move from one side of the city to the other!
Taylor C.Everything was great!
Paul S.Very convenient and hassle free. Thanks.
JOHN M. | Overall ExperienceGreat experience as usual - keep up the good work!
Juan A.Lance and Macy were the most helpful staff members. My moving experience has been very stressful, but they made it easier by being flexible to my needs and communicating clearly about everything. They are the best and deserve the world.
Malika T. | First ImpressionsClean facility, friendly staff, and great rates!
Becky D. | Overall ExperienceTLDR: customer service amazing, process of picking up the truck after hours needs severe intervention. The person we interacted with in person was so great, which is why I chose the middle rating of average. The deduction though is because the process for mobile pick up frankly is BS. The padlock they used was either extremely old or plainly crappy because it took forty minutes to open it. I wish they had the boxes like other u-haul locations do... If I wanted to add supplies to my order I could pay online but had to pick up during open hours?? Why can't it be placed inside of the locked truck..? But anyway after my late start, I asked for an extension of two hours, and they gave it to me without an issue. We were even later than that AND forgot the above lock at home, and it was no problem at all (dropped it off the next day). Moving is always difficult, but you get what you get here and that's alright.
Levi W.The vehicle had a leaking exhaust gasket so it sounded awful. The gas gauge didn't work properly causing me to fill past my obligation. The courtesy furniture blanket pouch was empty.
Daniel S.Did on line check in. Trailer pick up and connection went quickly and smoothly.
Daniel H.I returned the truck after hours so I don't have any real feedback. Other than the after hours key Dropbox needs to be much more visible and identifiable.
John E.The gas was noticeable lower than I was told it would be. I mentioned it to the customer service rep and included a photo in my vehicle check process before leaving the lot. I was assured it wouldn't be a problem for me. When I returned the vehicle, I mentioned it again to a different representative. U-haul ended up charging me for 3 gallons of gas after I drove only 6 miles and filled up half a gallon before returning.
William F.Very professional and friendly
Anne-Marie W.The customer service was fantastic, the prices were affordable. Overall a great experience. Macy was great!
Lance P.I think it’s robbery that I paid on time, in full via automatic payment every month for 4 years giving Uhaul over $3,000 and yet when I moved out on July 1 I was not able to prorate my final month payment and receive a refund of $32.47. That takes a lot of nerve. I spent more than that on boxes but not a cent of it at Uhaul because of your unfriendly customer policy.
karri ann A. | Overall ExperienceReturned after hours. All good.
Robert C.Excellent customer service from the person who helped me with my reservation.
Becky D. | First ImpressionsLance is the best!
Bridget R.AWESOME help and location!!!
John C.Very helpful. Took care of us immediately.
LUKE G.Worker was incredibly helpful in solving my issue and assisting me any way possible
brock c. | First ImpressionsThe office staff and lady who took me around the lockers were amazing. Perfect location and facility.
Richard S. | First ImpressionsEverything went well. Terms were clear and followed.
Barry R. | Overall ExperienceStaff was helpful and made sure my needs were met. Facility was a clean
Elizabeth D. | First ImpressionsU-Haul Rep was friendly and helpful. Efficient and pleasant.
Barry R. | First Impressionswe had 3 different units over a 10 year span, one unit had some leaking and paint flaking off onto our items. We used a drop cloth to cover our belongings.
BARBARA S. | Overall ExperienceFriendly and helpful folks here. Well-run and clean place.
Jonathan S. | Overall ExperienceGreat staff! Not really alot of opportunities to go the extra mile in truck rentals but the staff at this location really wowed! Definitely my location for future rentals!
Jermell F. | First ImpressionsI would recommend your services.
DAVID L. | Overall ExperienceIt was my very first time ever needing and using a storage and it worked out great. Thank you for the use!
saundra b. | Overall ExperienceEveryone was very friendly and very helpful!!!
robert w. | Overall ExperienceI probably would not have added a comment if it wasn't for Calvin, a uhaul employee. Calvin happened to show up as I was moving out of my storage unit and helped me load my trailer. He was ausome!
James P. | Overall ExperienceAs far as Customer Service: Shikira was perfectly lovely & more than helpful throughout the entire process. She rates *****. Accessing the facility was tricky. Need more access doors.
Jennifer M. | First Impressionshad a temperature controlled unit & my leather peeled in there. Also charged a full month rent on one week of storage.
erin c. | Overall ExperienceStaff great, helpful. Calling was a chore (wait time). Free month storage w/ truck rental great perk. Recommend last month be prorated--increases $ for u & me. My unit sat empty for 24 days (lost $).
Nolan F. | Overall ExperienceShakira was Wonderful to work with. She made sure my daughter and I were all set before she left for the day and was as helpful and pleasant as any service person I’ve ever dealt with. Thank you!!!
shelley t. | First ImpressionsThe staff was very helpful.
Larry I. | First ImpressionsShakira Berdecia-Leon is a huge human asset for your company. She should be the Smiling Face for UHaul like Flo is for Progressive Insurance.
Cathryn S. | Overall ExperienceThe employee was friendly and patiently answered my questions.
Melanie B. | First ImpressionsI had a rat problem 1.5 year into having the unit. The office was nice and accommodating but it was still a nuisance trying to clean and maintain the cleanliness if my household furniture.
Kamra H. | Overall ExperienceShakira makes sure her customers are equipped with what they need. She is very knowledgeable of how to care for the business of Uhaul. Great way to demonstrate flawless customer service!
Ashley W. | Overall ExperienceIt seems as though there was only one person working that day at the location and she had a lot to manage but she was kind and courteous the whole time that there was stuff going on. Great service.
Rory W. | First ImpressionsGreat customer service.
Rod S. | Overall ExperienceExcellent and convenient and very secure storage facility
Nancy P. | Overall ExperienceA great group of people very friendly & helpful & the facility kept well & very convenient !!! Reason we have left is finally got rid of the “stuff” !!! Thank you !!!
MICHAEL M. | Overall ExperienceExcellent 👍
Nancy P. | First ImpressionsVery helpful and accomidating
DARREN S. | First ImpressionsGirl at sales counter was very nice and helpful.
MIKE F. | First ImpressionsI just moved my stuff out from a leaky unit. It has damaged many of things. Some items I brought home but my clothes smell like a leaky basement. Mold is on my furniture. The staff was very helpful.
Cassandra D. | Overall ExperienceGlad you could help me
severn c. | Overall ExperienceI tried to cancel my storage locked numerous times and then found out I had a 250 bill which i had to pay in order to close the locker. never managers on site. total joke.
Michael D. | Overall ExperienceVery helpful staff
Lindi H. | Overall ExperienceVery good job!!
GREGORY A. | Overall ExperienceVery helpful. No mechanical problems
Christopher D. | ReservationBoth when I set up my storage unit and picked up a trailer to leave the staff was extremely helpful and make sure I got what I needed. Thank you!
Sarah B. | Overall ExperienceGreat employees.
Xe L. | Overall ExperienceRented truck 2 move out. Pick up time changed several times. Staff unprofessional. After returning & paying cash I still had a $1 charge on my bank account.
Mark R. | Overall ExperienceEmily at this location offers flawless customer service. Whether it be a question you have about U-haul services or finding the right fit for your needs, Emily is very informative.
Ashley W. | Overall Experiencefriendly helpful desk staff
kotone d. | Overall ExperienceI was advised the size storage facility I need for a 15' truck. the storage unit was way too small. I had to go to a competitors facility. WOn't use uhaul again
Steve M. | Overall ExperienceRude store manager, CSR was not quick to help, there was roache(S) alone the Storage bin, store manger didn’t do anything to help she actually request I wait an additional four hours for her to arrive
LAKEYA A. | Overall ExperienceFacility does not seem secure with people walking in and out of the storage area. Lots of loiters and non-customers walking in. Fear my belongings will be tampered with or stolen
Laura G. | Overall ExperienceRat poisoning in the unit
Robin Y. | Overall Experiencethe facility could not give me a working key card or pass code after many visits/attempts(5) Every time I had to try to get ahold of the facility directly, which isn’t easy, to request access.
John B. | Overall ExperienceI stored some things here for about a year. The facility was always clean & well maintained when I was there. The remote control gate was easy to get in & out & added an extra layer of security.
Phoebe R. | Overall Experience