Absolutely terrible. Made a reservation over a month ago, was switched by customer service 12 hrs before scheduled pick up at 8am. They open at 9am. I was assured I would get keys from 24/7 lockbox. Nope- after calling customer service for over 2.5 hrs and being sent to another location, only to be returned to original location. Which both were said to be open by 9am (an hour past our scheduled time). The manager didn’t arrive until 10:30!! I had scheduled movers to be at my house at 8, knowing it’s only 5 minutes away. I lost over $500 of on the clock time because uhaul couldn’t satisfy my reservation!!! 2.5 hrs!! Completely unacceptable. Customer service rep said snarky several times “there’s nothing I can do and what do you think I can do about this” Here I am at the time now out almost $1000 dollars and I was apologizing to HER for being upset. Upset bc this was entirely avoidable and absolutely ridiculous on Uhauls part. We finally got the truck at 10:35 and of course it didn’t even have the furniture pads or anything we asked for. Supposedly I’m going to be refunded but I doubt it. Not even one apology was said throughout this entire ordeal. I get things happen but at worst the damn shops BOTH of them should’ve been there by established open time of 9am not 10:35!! And the attitudes of everyone was mind blowing. Sad, bc I’ve used this company numerous times at other locations and had very little to no issues. This entire situation will have me to never return.
DAVID L
CarHatch LLC
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Richmond, VA 23223
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Customer Reviews
- 3.0 Average Customer Rating
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No entry at all. Customer service was excellent.
FREDDIE SThe “U-Haul” facility at 1803 N 28th St, RichmondVA has no visible store or office. I went there on Sunday March 11 to pick up a reserved truck and no one was present to give me a key. This was supposedly during office hours. A truck share representative helped me open the lock boxes to find a key to any available truck, and I ended up with a different truck than what I reserved. This alternative truck was dirty, had bald tires, and almost no gas. Removing and returning trucks at this location is very difficult from a parking perspective because there is no real lot. It is a narrow driveway behind a house and the angles for getting in and out with a truck are extremely difficult. I would add that my attempts and your representatives attempts to contact the operator if the location by phone were unsuccessful, again during so called business hours.
Jay HTwo separate lock boxes at location. Be helpful to have signs indicating U-Haul box. Online app didn’t give lock combination .. had to spend 1hr on phone to find someone to give me the code. Incredibly frustrating
Nick CWas not aware no one would be there on a Saturday. Took an hour to pick up the truck. The lock box was hidden on the other side of the building. A very frustrating experience.
REBEKAH H