Unfortunately, the entire experience, from start to finish, was poorly managed and fell far below expectations. From the moment I arrived, the initial interaction with staff was impersonal and unhelpful. I was unable to complete the check-in process through the app myself because the representative never came out from behind the glass window to assist or verify the necessary steps. This lack of engagement created confusion and delayed the pickup process. Once I received the truck, I quickly discovered that the air conditioning was not functioning, which made the experience extremely uncomfortable, especially in the summer heat. This issue was never communicated to me beforehand, nor was it acknowledged or addressed at the time of rental. Finally, upon returning the vehicle, I was charged an additional fee for fuel, even though I had returned the truck with the correct amount of gas matching the level it had at pickup. This charge felt unfair and added to an already frustrating experience. Overall, I found the level of customer service and attention to detail at this location severely lacking. I hope that this feedback is taken seriously, as it reflects a broader issue with how this location is being managed.
Tierre T
Russell Street Shell
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Baltimore, MD 21230
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Customer Reviews
- 3.0 Average Customer Rating
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Really great and easy - I'm old. The last time I rented a U-Haul was over 25 years ago and it was a shit show, as always - hours on hold and then no idea if the truck would be there. Here, I booked a truck online, showed up, realized I'd booked the wrong Sunday...and the guy just pivoted, and 5 mins later I had a truck. A sincerely positive experience - THANKS!
Karl CI reserved a furniture dolly and it was not there. There was no parking and had to park across the street and was told if I parked wrong I would get fined.
Nicholas LI order a hand cart and 2 dollys both were not at site and the Help you can hire by the hour from your website did not show up.
Jerry HCheck engine light stayed on. Was charged for pads and a dolly twice and neither of those items where on the truck. Benn trying to connect with someone on the app for a refund for being charged for something we did t have or use and have yet to get a response back
Deangelo B