Customer Reviews for Brook Road Auto Care
(U-Haul Neighborhood Dealer)

Rating:

1.0

Reserved a 20' truck at Lombardy U-Haul, received a text yet truck was not available when I arrived to pick-up. Could not find a 20' truck elsewhere, called 1-800 number and agent sent me to Brook Road where no attendant was available and I had to rent truck by phone app with help from U-haul tech support that took almost an hour to complete. I informed the tech support of beginning mileage and 1/2 tank of gas when I picked up truck. The Brook Road location is four blocks from the storage. I transported furniture from the storage 4 miles to my residence and return truck 4 miles to Brook Road. I put gas in truck back to the 1/2 tank mark. U-Haul billed my charge Card for 23 miles which is impossible; and $10.00 gas. I was ripped off by U-Haul after receiving poor customer services with the reservation I made at Lombardy Center.

Rating:

4.0

Staff was great!

Rating:

5.0

N/A

Rating:

5.0

I like things the way that they are.

Rating:

5.0

Check that truck out that I used it's a gas guzzler.

Rating:

2.0

I had to leave my car at the location for a few days due to an emergency. I cannot pick it up until Thursday. This morning I received a call from the Brook Road auto Care center informing me that they are going to charge me $25 per day for parking as a rental fee. I've never had any uhaul retailer do this and I'm appauled.

Rating:

5.0

Trucks should be given with a full tank of gas. Truck was handed to me almost empty.

Rating:

1.0

Infuriating experience. Dropped truck off at 9:30, wasn't processed until 10:15 and I was charged for an additional day (truck was due at 10:00). Phone number for the location is disconnected, U-Haul hasn't responded to my email about this. I will avoid renting from U-Haul in the future, and would recommend using another service

Rating:

5.0

All went smoothly. Truck was clean and ready. Great customer service.

Rating:

5.0

Great customer service 👏

Rating:

4.0

Na

Rating:

3.0

Fast dropoff. Pulled in, handed over keys and left.

Rating:

5.0

Weekend pickup went great, get the key locker code , go, return key to the Dropbox. No issues, thanks G. Brown

Rating:

5.0

10" trucks are very uncomfortable for long trips, since you cannot adjust the distance for leg space (I have short legs) it made my right knee hurt a lot for a 12 hour trip. No amount of rest stops made it feel better being in the same position for so long

Rating:

5.0

Fast and friendly five star service!!

Rating:

2.0

closed at drop off time, mid-afternoon on a Friday. A little confusing, but not inspiring confidence.

Rating:

5.0

Andrea at the Brook Rd Auto Care, 1615 Brook Rd, pick up location was very helpful, especially when I arrived a few minutes late after the location had closed but she still waited and provided assistance. On the other hand, Uhaul as a company was again terrible not keeping the reserved pick up location and not communicating the change in advance.

Rating:

3.0

Made me change from requested location and then didn’t have the equipment that I paid for. Had to go to the main uhaul store and was told I couldn’t get the equipment there because I didn’t make my reservation there. Even though I did and you guys switched it.

Rating:

2.0

This location never answers their phone, they are only open for three hours a day, they did not include my furniture dolly with my order, And Uhaul overcharges completely for fuel costs if you return it slightly under the fuel amount. The truck was very clean which was a plus.

Rating:

5.0

The staff at the rental location was very, very helpful, polite and willing to answer questions and get me on the road safely and quickly. Outstanding experience

Rating:

2.0

My original reservation was not recorded. We were directed to another location but never received word our truck wouldn’t be available until 4 pm. We were then contacted that the second location’s truck had broken down and were directed to a third location that had closed at noon. We then had to go through an on line rental process that took almost an hour. If it hadn’t been for my daughter I’d still be there trying to figure it out and we lost a day’s packing. By then all the help I had lined up wasn’t available in Virginia or in our destination in New York State. My wife and I had to unload the truck (we’re both retired and older) and ended up keeping the truck an additional 3 days to complete the unloading which cost us an additional $120. Needless to say we’re not happy with this experience.

Rating:

4.0

If personnel not available leave information milage information in the truck

Rating:

3.0

location not in great part of town, though it was quiet area overall and drop box situation was simple enough.

Rating:

2.0

Horrible area. Dark and no lights

Rating:

5.0

Great customer service very helpful overall nice cleaning vehicle staff very friendly very helpful

Rating:

5.0

Andrea, UHaul representative, was extremely cordial and helpful.

Rating:

5.0

This location is full representative, that i am use to receiving from Uhaul. Although the experience was awesome, the experience (still cannot believe the disrespectful treatment) i receive from 900 N. Lombardy (VCU) will not make up for it. NEVER using your corporation again.

Rating:

5.0

Cameras in positions make you feel secure…🙂👌

Rating:

5.0

Whoever helped us was absolutely Amazing

Rating:

1.0

I called before traveling to Brook Road U-Haul store, no answer. So I left key and contract in drop box. No one was available at 12:45pm.

Rating:

3.0

The door to the facility was open, but no personnel were there. After a ten minute wait the key was placed in the drop box, closing out the transaction. I confirmed later that the contract had indeed been marked closed and the correct mileage had been recorded.

Rating:

1.0

I didn’t receive ANY of the items i paid for has to spend an hour on the phone to talk to rep

Rating:

5.0

The guys working inside recomme that we call the manager to log in more easily and it was. Thank you for helping us with our rental!

Rating:

5.0

There was a lot of hassle in picking up the truck. I was texted a location to pick up the truck at 9am. We got thereat 9am and the truck was not available. I was then sent to another location across town and found that it was closed. Luckily someone was able to help who was only there working as a mechanic. We had to call the owner who was at home and off for the day to process us. In the meantime I had 2 workmen scheduled to help with the move. Not a pleasant way to start the day.

Rating:

3.0

Cancel this bullshit service immediately

Rating:

5.0

Andrea Cummings-Thomas, Customer Service Rep. was very kind and professional. She explained the rental process thoroughly. You should be proud to have her work for your. company! Rosalyn White Moore

Rating:

5.0

Very helpful

Rating:

4.0

I have dropped off and handed of the keys so not much experience I gained on dropping off to provide any feedback on the center.

Rating:

5.0

This isn’t specific to the location, but the online checkin needs work. I didn’t want to return it to the Richmond facility but couldn’t edit this on the app. So I ended up having to pay and extra $200 since I had to drive it back from Staunton. I also wasn’t able to edit the hours I set either so since I couldn’t return it in Staunton, it stayed with me overnight, which made it cost even more. Won’t ever be using the online checkin again.

Rating:

5.0

The original location, on Boulevard at the Diamond, did not have my truck. They had only one person on staff on the last day of the month, which was unacceptable. The line was a hour wait because the person was there at the desk AND had to take people outside to their trucks AND assist people with storage facility issues AND answer the phone, etc... You simply cannot single staff this location. After the hour wait, our truck was not there. The people who loaned it before us still had it. I appreciate her level of customer service, but she was overtly kind to the people who had simply KEPT THE TRUCK all night instead of telling them they needed to get it back immediately because people were waiting for it. I went home. I was called another hour afterward to say that she found me another truck, but that I had 10 minutes to get to this location (Broad Rock Auto Care) before they closed. The staff at that location were wonderful.

Rating:

1.0

Direct me to the right pickup and drop location it cost me 1hr if moving services because I was late because of wrong location. Drop off was wrong location

Rating:

5.0

We dropped truck off at this designated location, and I received a confirmation that it had been checked in as "received" early upon UHAUL designee's arrival to the location. I appreciate the expedience of this UHAUL representative.

Rating:

2.0

My reservation changed to another locationwhich didnt have my prepaid packing supplies. I had to drive to 2 locations.

Rating:

4.0

just dropped the truck off in the evening.

Rating:

5.0

Nothing, Steve was very knowledgeable and provided information that we were unaware of. Very helpful.

Rating:

3.0

There was no safe place to fill up the gas tank, so we had to leave it on 3/4 full. The attentant said not to go to the nearest gas station because it wasn’t safe.

Rating:

5.0

Continue offering the same great customer service!

Rating:

5.0

Nothing. Steves was fantastic. She helped me every single step of the way...and then some. I had to go out of my way to get to this location and will always go out of my way to use this location instead of the location 1.4 miles from my home.

Rating:

5.0

Great customer service - friendly, knowledgeable, fast service.