Barbara was very friendly and helpful. She had all of the equipment ready for pickup. She even gave me her direct line to call her after hours when I picked up the 26’ truck, which I needed. I appreciated her helpfulness greatly - especially, after all of the other issues that I had with this rental before picking up at her location. Though Barbara messed up my reservation when she checked me in - unknowingly and increased the price by 5 time a from $106 to $564, the Lynchburg traffic control was able to restore it. I had to travel 35 miles to get this Uhaul, but I am thankful for Diana, Katrina and Diego at the Lynchburg Traffic Control who truly were the lifesavers for this very upsetting ordeal. Without their help and expertise, this would have been one of the worst experiences in my life - but they were angels sent to help me! I have rented UHaul trucks for over 40 years with 3 being just last year in 2025. I have never had any issue until this rental! I first made the reservation directly through Aylett Mini Storage, but within one day, that reservation was messed up. I called back the very next day to add blankets and change the pick-up date to July 23; however, Chelly told me that she was not able to update it and that I’d have to call Uhaul directly, so I did. The Uhaul agent said that she was unable to confirm a 26’ truck for pickup at the Aylett Mini storage, so I should call the traffic manager. She gave me the phone number, so I called them. Mind you, this is over 2 weeks before I needed the truck. I got Diana at the Lynchburg Traffic Control office, who was very nice and quite efficient. I felt like I finally was talking to someone with knowledge! Diana booked a 26’ truck to be picked up on July 23 at Country Auto Repair and Services, LLC in King William - very close to the Aylett Mini Storage. I was thrilled! She said that someone would call me 1 - 2 days prior to confirm everything with me. I opened my Uhaul AP (which is an awesome AP) and saw the number for Country Auto. I called it and spoke to Ken on who confirmed that the reservation was in tact and that the 26 foot truck should be there for me to pick up on July 23. I received a confirmation email from Uhaul on July 17, 2026 confirming that the 26 foot truck pickup at Country Auto Repair, on July 23 would be ready for me, so I thought that I was all set. However, I received a text on July 22 at 4:00 p.m. stating that I was to pick up a 15 foot truck at Aylett Mini Storage asking me to check on!! What?! Yes a 15 foot! I called Lynchburg Traffic Control and explained what had occurred. I reached Katrina. She put me on hold while she researched what happened and what could be done. At the same time, I drove to Country Auto to speak to Ken in person. With Katrina on speaker and I am on hold, Ken called his manager who said that he showed my reservation had been cancelled! ! What?!! I showed Ken the email on July 17 confirming the 26 foot pickup at his location. Ken told his manager - Can you just find me a 26 foot and I’ll drive to get it for her - such a nice man who truly cared! His manager returned to say there were no 26 foot anywhere in the area and that he could give me a 20 foot and a trailer. At this point, it was all too much for me - after packing night and day for over a week - too much stress - not knowing if we could fit all of my son’s furniture into a 20 foot and if he could drive that with a trailer since he’d only driven a 26 foot Uhaul. (Sadly, my emotions kicked in and tears came!) In the meantime, Katrina came back on the phone right then and had done a miracle for me! She had spoken to her manager, Diego and the two of them found a 26 foot Uhaul for me to pick up in Quinton - 35 miles away! Since it was so much further and all of the inconvenience, she honored the truck to be $60 with 300 free miles and a 2-day rental. I was amazed how kind they were to me and very empathetic saying they understood this ordeal was so hard. They even set it up as a one-way for me to drop it off at the Aylett Mini Storage, so we didn’t have to drop it off at Quinton and drive 35 miles! I was elated. I thought all was set. It showed accurately in my Uhaul Ap, too! However, when July 24 arrived and I had to check in after hours, my Ap wasn’t working for check-in, so I called Barbara direct. When she checked me in, somehow my reservation converted from $106.19 to $564! Barbara said there was nothing she could do and I had to call the Traffic Control, which I did. Thankfully, she had shared the code to get the key and uploaded my son’s DL since he was driving truck. Sadly, the Traffic Control had closed and it routed to Uhaul who transferred me to Truck Share who wasn’t able to help me. He told me to call Traffic Control at 7:00 a.m. July 24, which I did. We had been there an hour and we finally drove the truck to my son’s home to load the next day. Thankfully, I got Diana. I explained all that had occurred. She spoke to Diego who confirmed it. Thankfully, I had taken print-screen shots of the AP after Katrina had set it up - and before it got messed up. Diana was able to send me a number to upload the print-screen shots so she was able to recreate it and grant me the discount and take payment. It was finally all good - until drop off, which I will share in the next review - another ordeal!
Pamela J
Washingtons Enterprises LLC
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Quinton, VA 23124
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- 4.5 Average Customer Rating
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Very nice couple who is very helpful in getting your equipment together for you. Highly recommend!
Gary AProcess to rent and return was very easy. Local contact was very friendly
Jesse RBarbara was incredible. She walked me through every step of the rental process and was both understanding and accommodating. U-Haul changed the time of my rental and when I called Barbara she explained what happened and said she would make sure it was available when I needed it. When we dropped it off, it was pouring rain and we had a hard time getting the pictures to check it back in. I called Barbara (around 6:30pm on a Saturday) and she answered immediately and checked to make sure everything looked correct on her end. I would highly recommend renting here and working with Barbara!
Elisabeth MDid everything via phone so seem less and stress free
WILLIAM R