Dear U-Haul Customer Service, I am writing to formally demand an immediate full refund of all charges associated with my rental, Reservation #77619831, and reimbursement for the financial losses I incurred due to the grossly unacceptable, unsafe, and negligent service I received at the Russell Street Shell U-Haul location in Baltimore, Maryland. Rental Information Reservation Number: 77619831 Equipment: 10' Truck Rental Period: 1 Day Pick-Up Location: Russell Street Shell, 1500 Russell Street, Baltimore, MD 21230 Scheduled Pick-Up: Tuesday, July 21, 2026, at 8:00 AM Drop-Off Location: Russell Street Shell, 1500 Russell Street, Baltimore, MD 21230 Scheduled Drop-Off: Wednesday, July 22, 2026, at 8:00 AM My experience was completely unacceptable and is outlined below. I paid for a truck that I was scheduled to pick up using U-Haul's 24-Hour Truck Share service. At approximately 4:30 a.m., I walked from 902 Pennsylvania Avenue, Baltimore, Maryland, to the Russell Street Shell location because I understood I would be able to retrieve the truck without a representative present. Instead, I was told I could not receive my truck and was instructed to return later. After spending approximately $80.00 on moving supplies at the same location, I was again told to leave and return, this time at 7:00 a.m. I returned again at approximately 8:00 a.m. and was finally provided a truck. Upon opening the cargo area, I discovered that homeless individuals had been sleeping inside the truck, and the cargo area contained drug paraphernalia and human feces. This was a serious health and safety hazard that no customer should ever encounter. I immediately notified the manager, who exchanged the truck for another vehicle. By that point, however, I had already lost valuable time and my moving schedule had been significantly disrupted. The replacement truck also proved to be unsafe. Its hazard lights were inoperable, making it unsafe to operate during the severe thunderstorms that occurred later that day. Because of this defect, I could not safely continue my move during dangerous weather conditions. The following morning, I returned the truck before my 24-hour rental period expired. Once again, I was told to come back later. When I returned at approximately 11:00 a.m., I was informed that no one could assist me. After repeatedly being denied assistance, I contacted the Baltimore Police Department. Only after police involvement did the manager accommodate me by allowing me to return approximately $10.00 of unused moving supplies so I could purchase gasoline and continue using the truck until 5:00 p.m. Unfortunately, by that point, the repeated delays and unusual activity surrounding this rental caused Harbor Bank to place fraud alerts on my debit card, locking my account and preventing me from accessing my funds. As a result, I was ultimately unable to complete my move. The service I received fell far below any reasonable standard of customer care. I was provided a contaminated truck that presented serious health hazards, followed by a replacement truck that was mechanically unsafe due to defective hazard lights. I experienced repeated delays, misinformation, and a lack of assistance that ultimately prevented me from completing the purpose for which I rented the vehicle. As a direct result of U-Haul's negligence and failure to provide the contracted services, I have suffered the following damages: Full refund of all rental charges associated with Reservation #77619831. Moving supplies purchased at the Russell Street Shell location: approximately $80.00. Lost moving labor: Two (2) workers at $25.00 per hour, working 8 hours per day for two (2) days, totaling $800.00. Laundry and sanitization expenses: approximately $120.00 to wash, dry, and sanitize clothing and other washable items contained in eight (8) 40-gallon bags, due to exposure to the unsanitary condition of the truck containing human feces and drug paraphernalia. Any additional incidental expenses and losses directly resulting from the delays, inability to complete my move, transportation costs, and disruption caused by the unsafe rental vehicle. Based upon the damages presently known, I am demanding reimbursement of at least $1,000.00, plus a full refund of all rental charges associated with Reservation #77619831. This amount does not include any additional damages that may be identified as this matter progresses, and I expressly reserve all rights to seek those damages. If this matter is not resolved immediately, I intend to pursue all legal remedies available to me, including filing a civil lawsuit against both the Russell Street Shell location and U-Haul International, Inc. I will also file complaints with the appropriate consumer protection agencies and submit all supporting documentation, including photographs, receipts, reservation records, police-related documentation, and any other evidence supporting my claims. I hope U-Haul will resolve this matter promptly and professionally without requiring litigation. However, if I do not receive a satisfactory response and reimbursement within 10 business days of receipt of this letter, I will proceed with legal action without further notice. Please contact me as soon as possible to resolve this matter. I look forward to your prompt response. Sincerely,
Duewa J
Russell Street Shell
(U-Haul Neighborhood Dealer)
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The mirror on the driver side was broken and it kept blowing back and forth. I had to hold it in place with my hand. It was so dangerous when I was driving on the highway. There was a high pitched humming sound when I was driving that sounded like a broken transmission. There was some liquid on the passenger side of the truck that was yellow. It smelled like urine. I told the U-Haul person that the truck was dangerous and it is an accident waiting to happen. I explained to him that no one should drive the truck until it is fixed and cleaned. He acted like it was no big deal. I’m just worried about the next customer. I called the U-Haul company and told them the danger of that truck.
Tigist MDriver side mirror was impossible to maintain steady, making it a burden and hazard to drive. The inside of the cabin was dusty, smelled of wet dog, and the seat's slanted significantly to press the driver and passenger against their respective doors.
Jorge RH was helpful and checked me right in.
Thomas W1) My booked dolley was given to someone else despite arriving & checking-in 30 minutes early. 2) My 1st UHaul truck had homeless couple living in the back 3) Attending made it wait 45" before giving me another truck. 4) Traveled 20 miles to another UHaul location in Baltimore to locate another dolley, but was not successful. 5) Called UHaul; my call was returned after 25 minutes, & supervisor did not even apologize for what has happened & offer to locate another UHaul location that has a dolley that is 15 miles away. However, she added that she cannot guarantee it will be still there as it is first come, first serve... 6) Truck had only less than 1/3 tank in fuel
Carlos A