Customer Reviews for Russell Street Shell
(U-Haul Neighborhood Dealer)

468 reviews

1500 Russell St   Baltimore, MD 21230
(No Customer Parking)

(443) 602-8104

Office Hours

  • Mon-Sun: 8 am–5 pm

Services at this Location:

Contact Us

(443) 602-8104

1500 Russell St
Baltimore, MD 21230
(No Customer Parking)

Services at this Location:

Office Hours

  • Mon-Sun: 8 am–5 pm
  • 24 hour customer return

Testimonials From Recent Customers

Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.

Overall Rating:

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Rating:
3.0

Customer did not leave a comment.

Richard Roe 
Rating:
5.0

Customer did not leave a comment.

Michael DeGroat 
Rating:
2.0

The fact that there is no place to park your vehicle while renting a U-haul truck is frustrating. Not having customer parking, especially in an area without a parking garage with the exception of using the casino parking lot across the street, is unacceptable. There are parking spaces on the property. The gas station attendant/agent was not friendly or helpful, despite me doing everything myself through the app. All he had to do was be cordial and assist me with handing over the keys and answering any questions I might have. I'll be sure to use a location that is an actual U-haul facility moving forward.

Clifford Mason 
Rating:
3.0

I was charged for gas, but I returned it at the same fuel l level that o received it with. I have pictures.

Jane Arukwe 
Rating:
2.0

I had asked for padding and it wasn’t available at that location. Because of this I drove extra distance to avoid any damage to our belongings. U-Haul charged us for the extra miles.

Alan VanPate 
Rating:
3.0

I ordered blankets and when I got there I was told items like blankets and boxes weren’t available at this location. A customer who needs these items will be very disappointed and inconvenienced. Please figure out a way to communicate that these items aren’t available or have some available. This is the reason for my lower rating. Other than that the experience was fine.

Fabian Findley 
Rating:
5.0

Customer did not leave a comment.

Kristy Kirby 
Rating:
1.0

They are charging me a lot of money but on receipt it says I owe 300 dollars but they have tried to take 4 different prices out of my account then they added a toll fee and I never went through no toll

Monique Summerville 
Rating:
3.0

Pick up process on mobile device was absolutely terrible and took almost an hour to complete. System would not accept pic of DL. Gave error message when no error existed made this experience rough! Drop off easy truck was clean not locations fault fix U-Haul.

Makiya Watson 
Rating:
3.0

The app check-in is far too complex and takes too long.

Craig Lightner 
Rating:
5.0

Sam Provided great service. Thank you.

Bennett Kenagy 
Rating:
4.0

It was a great experience overall. Just wanted to note that I think there was a check engine light lit on the dashboard the whole time and I wasn’t able to note this in the return report. I couldn’t tell that there was anything off about how it ran, seemed to drive totally fine. Thank you.

Rachel Cohen 
Rating:
1.0

Customer did not leave a comment.

Briana Miles 
Rating:
5.0

Everything was great the truck was in great shape.

Mary Evangeliste 
Rating:
2.0

The pick up people were rude and the car reeked of smoke.

Abigail Dufoe 
Rating:
5.0

Customer did not leave a comment.

Lila Arthur 
Rating:
1.0

Hello there, I wold like to start with The customer service in the beginning I just walked in to rent the truck and even though there are 3 trucks parked in the front the guy who’s working there refused to let me rent saying that all 3 cars are already reserved for someone else but when I go online one of the trucks were available and I was able to process everything online and made the reservation right there and when I went in to pick up the key even though there are plenty of parking space in the premises the clerk refused to let me park my car there while I’m using the uhaul track and made me pay 10 dollar all I can say is that was the worst experience I’ve ever had anywhere and I will never return to that specific location ever

Biruk Bekele 
Rating:
3.0

Customer did not leave a comment.

Dwayne Walker 
Rating:
2.0

I WAS CHARGED 23 FOR FUEL I ONLY DROVE 4 MILES, AND I PUT 6 DOLLARS IN GAS WHEN I BROUGHT IT BACK, IT SAID I BROUGHT IT BACK AT 5 BUT I WAS THERE BEFORE 3, I WAS CHARGED A TOTAL OF 152 DOLLARS AND I DIDN'T HAVE IT A WHOLE DAY.

Clarence Fields 
Rating:
1.0

Customer did not leave a comment.

Brianna Johnson 
Rating:
5.0

Read the comments to make sure your expectations are managed correctly in terms of lack of U-haul signage, location and overall experience. With that feedback, I was prepared and had a good experience.

Sarah Gilbert 
Rating:
2.0

Good customer service

ERIK BERG 
Rating:
1.0

Engine service light on, low tire pressure, the cab smelled like dirty diapers and rolling papers. Syringe on the ground near the vehicle, no lot attendant, unhoused individuals walking around the vehicles. Baltimore in a nutshell.

ERIK BERG 
Rating:
5.0

None

ALIOU FOFANA 
Rating:
1.0

The location was confusing to find because it never.mentioned that all transactions were done at the gas station in which I had to talk outside through a glass that made it difficult to understand. The attendant was very rude and kept trying to rush me through the process which wasn't good in the least for a first time experience. I was also given a discount code that was entered when doing the online reservation and when asked was told that I would receive the discount upon return of the truck which that never happened because when I inquired about it once again I was rudely told that he had nothing to do with that and I would have to take it up with someone else. Last thing is I calculated more miles than I intended to use because I really didn't know how accurate my guess-a-mation would be and used 15miles less than paid for and when mentioned was told that I was wrong. The final receipt clearly shows what was used and the difference. I've lost money that I really didn't have being on a fixed income(hence the gladly appreciated discount that wasn't honored) and really lost respect for the U-HAUL company overall 😕

Chanel Green 
Rating:
5.0

Customer did not leave a comment.

Waleed Amer Amer 
Rating:
5.0

Agent was very helpful and friendly

Traci Mason 
Rating:
5.0

Customer did not leave a comment.

Michelle Smalls 
Rating:
2.0

i’ve worked at uhaul and cleaned many of the vans. i get that this isn’t a real u-haul facility but because of that the trucks aren’t well maintained at all.

ODRI MAJA 
Rating:
5.0

AR was excellent, very knowledgeable and friendly, he made the entire renting process very enjoyable. Great job AR!!

Robert Boyer 
Rating:
5.0

Nothing

Margaret Giles 
Rating:
1.0

Customer did not leave a comment.

Khai Overton 
Rating:
1.0

The lack equipment I requested was an inconvenience when moving. The location is not great at all since there is construction going on. Very disappointed.

Cynthia Johnson 
Rating:
4.0

Gas Station is under construction and lacks UHaul signage. No visible outside Key Drop- I am sure it will be fine once the construction is finished.

Ken Winell 
Rating:
2.0

The check engine light came on during my rental. The liw tire pressure light came on. The gas cap was not on. The drivers window although rolled up all the way allowed air inside. This made for a very noisy ride and it was hard to stay cool although the air conditioner was on.

Chaquetta Kane 
Rating:
5.0

Customer did not leave a comment.

HEBER BOULAND 
Rating:
4.0

Customer did not leave a comment.

John Sullivan 
Rating:
5.0

AR was absolutely great! He helped me with the truck and the dolly and make sure my needs for the move were met. Will definitely come back and highly recommend!

Jonathan Alevy 
Rating:
3.0

Customer did not leave a comment.

Jose Valentin 
Rating:
2.0

Customer did not leave a comment.

Wadner Deca 
Rating:
5.0

Customer did not leave a comment.

Lucy Rawson 
Rating:
3.0

It was sufficient for our needs. Good that it is a 24/7 location, so we could drop off earlier than requested.

Maurice Kimbrough 
Rating:
4.0

Easy and quick. Helpful staff. Truck ran well

Gregory Golinski 
Rating:
1.0

There was no place to park the return vehicle as a tractor trailer was parked in front of the spots. I parked the vehicle within the stations lot, and informed the agent. He said, well you can't park it there, and go take a picture of the mileage and gas gage and bring it to me. I had to wait about 20 minutes for the truck to move. I don't think it's my job to take a pic of the mileage and gas gage. The agent was rude, and could not have cared less that there were no parking spots. I will not use this location at all in the future.

Ronna Dixon 
Rating:
4.0

Make it clearer that this location is a gas station. I almost missed it completely because I was looking for an official looking uHaul location.

Beverly Lasan 
Rating:
2.0

Customer did not leave a comment.

Cornel Gaalswijk 
Rating:
3.0

Customer did not leave a comment.

Eric Huang 
Rating:
4.0

Nothing well probably cheaper Gas

LEON HALLEY 
Rating:
2.0

Truck they gave me the air conditioning was broke it was a large hole in the corner of roof my belongings got wet from driving threw the rain storm.... very disappointing

Anthony Bailey 
Rating:
5.0

The Van and the location was perfect.

DYNISHA LITTLE 
Rating:
5.0

:)

Taylor Borsina 
Rating:
5.0

:)

barry faber 
Rating:
3.0

Tire pressure light on dashboard was on. Smelled of smoke. Ashes on dashboard as well as used napkins. Jacket left in back of truck when obtained vehicle. Cookie wrappers in side of door. Side view mirrors where dirty and hard to see for safety. And driver side window handle broken.

Alexandra Husband 
Rating:
3.0

The inside of the cab smelled like cigarette smoke.

Antonio Rosanova 
Rating:
4.0

This was the dirtiest truck I’ve ever used. Full of cigarette smoke, ashes, trash, actual spit and mucus on mirrors and window crank broken.

JESSICA MARRERO 
Rating:
4.0

Customer did not leave a comment.

Joseph Stanley 
Rating:
5.0

There was a lot of dirt on the floor of the van. It didn't bother me much.

ANDREW FELIX 
Rating:
2.0

When i received the vehicle the gas meter was read at 1/4 of a tank, when i received my receipt the paperwork stated that it was at a 1/2 of a tank. I took a photo to prove the paperwork was incorrect but the teller wasn't able to make the adjust or simply didn't understand the issue. I had to spend and extra $25 in fuel to avoid a fee. The vehicle felt extremely unsafe to drive as well. The front axels were misaligned with the steering wheel. The vehicle wouldn't go over 65 miles per hour. And the steering wheel had a tendency to over steer. This was a terrible experience.

Jasper Barnes 
Rating:
1.0

Clean out the homeless person's bedding and provide the requested (and paid for) additional resources - a dolly, a furniture dolly, and blankets, instead of not providing them and charging me for them anyways. Ensure that the main mobile carriers allow for the user to access the internet / log into the the UHaul app to upload photos. Each time I attempted to login into the app, it did not load. The mobile site from this location did not load either.

DAVID HARTSIG 
Rating:
1.0

Thus location try to secretly over charge their customers and give false reports on gasoline mea

Whitney Felton 
Rating:
2.0

Only drove 4 miles The gas needle never moved because the distance was so short yet they charged me for 2 gallons of gas 4 miles doesn’t even burn a 1/4 gallon yet they charged me

Lafawn Gray 
Rating:
1.0

Over charge me 35 dollars

Satnam Singh 
Rating:
1.0

Personally screwed over by management, gave me a truck with 1/4 tank, over charged me for mileage even though I have proof. Charged me for equipment I did not have or ordered in the first place. Man working who I gave the keys back to confirmed I did not have any equipment and still charged me. Will pass along in for to all my friends to never use this location and possibly u-haul as a whole.

Greyson Boozer 
Rating:
5.0

Nothing. The guy was super nice and he made things so easy for me. Thanks again!

Charleen Price 
Rating:
3.0

Customer did not leave a comment.

Ronnell Fortune 
Rating:
1.0

Very disappointed. The car was a wreck and smelled terrible. Please put a lock on the back of the trucks, it had homeless people living inside of it when we arrived.

Noah Block 
Rating:
4.0

Friendly Counter Person

Walter Berry 
Rating:
1.0

Ensure that the UHaul is Parked at the location, not down a side street. Ensure that there is no soda bottle full of urine, food wrappers, or drug needle paraphernalia in the truck that is to be rented to customers.

ALEXIS KELLY 
Rating:
5.0

Customer did not leave a comment.

Eric Morrison 
Rating:
1.0

Dolly left in rear space and wasn’t needed, took up additional room. Didn’t feel safe with drop off location.

Emily Richter 
Rating:
2.0

Absolutely filthy. Smelled like a wet ashtray and had cigarette butts under the seat. The steering wheel was sticky and there was food and wrappers inside the cab. The dashboard had spilled coffee and another unidentifiable substance . Definitely not worth the rental fee to stink like stale cigarettes after a painting delivery.

Tess Mosley 
Rating:
2.0

The website lets you add moving blankets to the cart and they don't have any. The trucks don't seem to be very well maintained mechanically and it was not clean when I picked it up. The attendant was nice and helpful.

Margaux Hrab 
Rating:
3.0

Customer did not leave a comment.

Timothy Stowell 
Rating:
5.0

Nothing, The cashier person Mr.A.D. he was great customer service. with a genuine smile. Thank you!! Franklin Copeland,

copeland david 
Rating:
2.0

The people renting the trucks out need more training. Everyone looked confused in the process of trying to rent the truck to me. Also the trucks need to be checked because I had trouble with the truck while driving it. I put the truck in drive and it went in reverse. I also said it was lacking engine oil. I paid $259 for a working truck not one with problems.

Darnell Gomez 
Rating:
2.0

If you’re going to offer a contactless pick-up option, make sure that it’s actually available and clear how to book and what you’re getting. My rental was delayed because I had to go in and get the key from someone. Then I was charged for extra time due to the delay and insurance that I didn’t actually want to purchase, resulting in a bill that was nearly $80 higher than I expected. The customer service rep I spoke to, Shandrice, was awesome and very helpful, but wasn’t able to refund the insurance that I didn’t want (and didn’t need) because of how I’d reserved the UHaul. Even though I had tried to —and thought I had—declined all extra insurance and equipment. I’d encourage UHaul to hire a user experience designer to make this process more streamlined and user-friendly if you’re going to offer it. I’ve had good experiences with UHaul in the past, but this one’s left a bad taste in my mouth.

Ellen Line 
Rating:
3.0

I recommend NOT using the U Haul app for this location

Carl Jones 
Rating:
3.0

Bad brakes on the unit, had to call roadside assistance multiple times to get the unit towed back to the store.

Kasen Truth 
Rating:
1.0

My experience with this location was horrible. I usually rent from a corporate location but this was or seemingly was more convenient. The rental truck was not clean. It smelled like urine in the back of the truck. When I started the vehicle, lights were in the dash about from front tire needing air. When I bought this to the employee’s attention, he stated that it was no problem if I didn’t load the truck heavy. I drove the truck from his gas station located at 1500 Russell Street MD to 8288 Belair Road MD (Approx 15.9 miles). I drove back from 8288 Belair Road MD to 10 N. Calvert Street MD (Approx 15.7 miles). Lastly, I drove from 10 N Calvert Street MD back to 1500 Russell Street MD (Approx 2 miles). For a total of 33.6 miles. When I got back to the location and refueled, the employee told me to take a picture of the gas and mileage. After doing so, I was told I needed to add more gas and was give special instructions to obtain the mileage. I had to turn the vehicle off then wait and turn it back on, then the mileage would display. After doing all of this, I was over charged for mileage. I paid for 50 miles and my total bill was almost $100. This location is not professional and not a good reflection of Uhaul. I am a Police Officer with the State of Maryland. I serve with honesty, integrity, and respect. That was far from present during this experience. I am going to follow up on the over charging. For my moving needs in the future, I will not use Uhaul.

Jamal Mercer 
Rating:
2.0

The mobile check in application is misleading. It requires a full application, which is not what I expected in a check in once I’ve already reserved a truck. Put the application in the reservation in the future so I can just get the truck and go. There is one utility dolly at this location, and that should be overstated. I purchased more items than that and was disappointed that there were none ever available.

Jordan Wallace 
Rating:
2.0

The truck had homeless people sleeping in it overnight. The front right tire was low when we got it. The steering wheel has to be fidgeted before we could start it. The dolly we reserved wasn’t available, so we had to use the one at the store.

Charles Vollers 
Rating:
5.0

Customer did not leave a comment.

Gregory Golinski 
Rating:
5.0

Customer did not leave a comment.

Michael Long 
Rating:
5.0

Customer did not leave a comment.

Dennie miller 
Rating:
1.0

Truck was dirty, lots of trash in it. I noted that at pickup and sent one picture (site would not allow me to download more than one picture). At check out I noted that the truck was not clean (I was not cleaning up someone else's mess) and I was charged $25 for cleanup of the truck. I will be reaching out to U-Haul for reimbursement. Driver door did not shut properly and window handle knob on driver's side was missing.

SUSAN SALT 
Rating:
1.0

There was a homeless person sleeping in the u-haul. Entire truck smelled of cigarettes.

Graham Bingham 
Rating:
5.0

Good morning I love u haul I will always use it good people thank you 😊

Latrece Brooks 
Rating:
5.0

EXCELLENT SERVICE AND EXPERT CARE!!!

ANGELA WILSONTURNBULL 
Rating:
1.0

The seat was stuck in place and unable to be adjusted, which I think is a significant risk. There were also empty bottles in the truck. Finally, the desk operator overcharged for gasoline, for which I have already lodged a complaint.

Kevin Yu 
Rating:
5.0

Customer did not leave a comment.

DILLON WARD 
Rating:
1.0

The cashiers was really rude and not really knowledgeable

Jerrell Nocks 
Rating:
1.0

Make sure you take a picture of the mileage and gas gauge before you leave and when you return if not they will lie and try to steal anything they can I was charged $30 for a fuel service fee and $33 for a fuel refill after only a 14 mile trip and they tried to also charge me for a whole extra day for nothing I brought they truck back 5 mins early smh these guys are crooks

Richard Tates 
Rating:
4.0

Customer did not leave a comment.

Anthony Carter 
Rating:
2.0

Attendant wouldn’t help me with anything, just kept directing me to the Uhaul app without giving any instruction.

Ross Pedersen 
Rating:
4.0

Location did not have a dolly or moving blankets available. Truck had wet dirty used moving blankets inside.

Adrienne Graskemper 
Rating:
5.0

Friendly fast service

Haroleen Douglass 
Rating:
1.0

The worker was very polite and helpful, but the location was terrible and felt unsafe.

Madelyn Seidel 
Rating:
3.0

Customer did not leave a comment.

Robert Zimmerman 
Rating:
4.0

Customer did not leave a comment.

Jason Gierczak 
Rating:
1.0

I made a reservation for Monday 8/1/2022 and had a couple of issues, besides having homeless people inside the back of the first truck which the clerk was nice enough to switch for me, I also feel there was a huge miscommunication or lack of knowledge on behalf of the clerk. The clerk said that I would receive a credit for the unused gas so he advice to tank the truck, which I did. It cost me $93 to fill the truck but only $9.50 was credited back to me. After reaching out to costumer service I was hit with the “in the contract says…”. It is outrageous to have a clerk or representative of the company saying something inaccurate and misleading and the company don’t held them accountable for their actions. Tanking a V8 truck cost me more than the rental itself and for Uhaul to ignore or dismiss the issue with a lack of comprehension for the situation is completely unacceptable. Over all I paid $160 for a truck which $93 where basically in gas. Please guys read the fine print of your contract; but whatever you do, never trust clerks and costumer service with Uhaul they are absolutely negligent to the costumer needs after they take your money o would never use them again.

Jorge Banderas 
No reviews have been submitted for this location.

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