***A LONG REVIEW*** This was hands down one of the worst experiences of my life. The location is in an extremely unsafe part of town. As a young woman, who is very well versed in self-defense, I was uncomfortable being in this area. I just moved close to the area, how was I supposed to know this was an unsafe area? I would reconsider this are as one of your partners. This is one of U-Haul’s partners - which means it is not a U-Haul facility. You pull up to a gas station, with maybe 6-8 pumping stations, that looks a little run down. Bars around every window and breakable item outside, as one of their security measures I am sure. Seeing all of this to start I immediately called the U-Haul help line, and make sure I’m in the correct location, and this kind lady answered the phone. She let me know that I was in the correct place, but that I was not coded for a self pick up. She had to manually release everything for me on the back end and told me to go inside with my confirmation codes to get the codes for the locks. I went inside and the kind cashier had no idea what I was talking about, and said that he did not have that information. Upon entering, you’ll notice on top of all the bars, the entire counter space is blocked by a plexy/fiber glass sheet from wall to wall. With a maybe 8in tall by 10in wide opening to speak to the cashier. While I know these are safety precautions for the area, it made a confusing, frustrating situation worse. He told me I had to check in on the app and get the codes there. I go back to the car try the self check in process, as it has already been released by the U-Haul agent earlier. Come to find out, due to not being coded in U-hauls system as a self pick up, I did not have clear instructions on the app on how proceed to get the keys to the vehicle chosen. Unfortunately that did not work, so I went inside again and told the cashier what was going on. He was kind enough to call the owner on his personal phone to ask for instructions. The owner was kind, but unfortunately not helpful. We had an unfortunate external situation happen as I am tryin to talk to the owner. Therefore, go back outside to my vehicle, due to the level of uncomfortability. I try to do what he told me to do, it didn’t work. A U-Haul representative called me as I was in the car looking around the app for this code, unfortunately I thought it was spam and hung up right away, I apologize for that. Thankfully they called right back. I answered and as if they would stay on the phone/hold until this all got figured out due to the external situations that kept happening while trying to get the rental. The U-Haul representative was so kind, and kept doing everything in their power to help me. She kept telling me not to hang up, and that if it got disconnected she was calling right back. Very reassuring, so thank you U-hual for your customer service rep who helped me. We went through several codes, none worked. When one finally worked it was to the wrong box. Finally she was able to get the correct code, and it was to the box where your return keys go. So it had yet to be cleaned and serviced upon me getting the vehicle. The owner apparently sent someone to come help, but upon arrival the man did not announce that he was there to help he just walked up to me while he was on the phone. And after several bad encounters with men in this location I was very hesitant to a man walking over to me not explaining he was actually there to try to help figure it out. That was when the box opened I grabbed the key and took off to the rental to get it going. The U-Haul representative stayed on the line with me the whole time to ensure I got the key in hand, in the truck with no issues, and onto the road. If it was not for her this story could have ended very differently. I am so thankful for the Second Lady I worked with on the phone, she really saved my nerves and sanity trying to work it all out on the back end. i was in a few dangerous situations that fortunately went my way…but next time it may not for the next person. I wish I could remember your name, but I just want to say thank you again. I will never be returning to this location. I would rather go 30 minutes out of my way than return to this location to pick up or drop off.
Taylor G
Elite City
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Richmond, VA 23227
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