Customer Reviews for U-Haul Moving & Storage of Lombardy at VCU

Rating:

3.0

Clean . Good experience.nice location

Rating:

1.0

Everything

Rating:

5.0

Having to pay $40 as an extra day because I had to return the truck at 6pm instead of 10:14am is ridiculous!!!! I was not able to move into my apartment until 2:00pm.

Rating:

1.0

I had originally scheduled a U-Haul pick-up at this location. Two or three days before, I get a call saying that this location doesn't have my equipment and that they changed my pick-up location to another U-Haul location. I call the new U-Haul location to make sure that they do indeed have my equipment. Thank god I did because the person who picked up said that they actually don't have it and it's listed as unavailable. While this experience was slightly annoying and stressful, the people on the phone were nice and polite so it was fine. My problem is when I called the phone number again to tell them that the new location they sent me doesn't have the specific truck. The person who picked up was very rude and was talking to me like I was stupid. I was trying to explain to them that I had called the new U-Haul but they didn't have the equipment, but she got offended because I interrupted her while she was slowly explaining to me why they changed my pick-up location. I know why!! I'm trying to politely tell y'all that the new location doesn't have the equipment either and that I want help, but I just get a haughty attitude. When she finally stops talking and I tell her why I'm calling, she checks the new location and says that equipment is listed as available. I tell her, "but, I literally got off the phone with them and they said it's not so." After being put on hold for about 20 minutes, she reports back to me that the equipment at the new U-Haul isn't available - thanks, I knew that already. She said that she changed the pick-up location to THE ORIGINAL U-HAUL. I'm confused because a literal hour earlier, someone from this number just called me to let me know that the truck isn't available there. So I'm obviously confused, but she explains it very slowly, like I'm stupid, that they're expecting to have the truck by my pick-up date. I feel like my confusion/need to double check is completely normal considering that everyone from this company is telling me different things. The day of the pick-up, the person at the desk is rude. At this point, I'm so freaking done with U-Haul because all I've been is polite to all customer service workers because I understand it's a hard job. Moving is already stressful enough, but having customer service workers be rude and treat you like you're stupid while you're consciously making sure to be polite to them is so defeating. I understand some customers can be difficult, but if you're rude to everyone, including the customers who have empathy for customer service workers, it doesn't do very well for your brand.

Rating:

3.0

Truck was a little dirty but I don't mind those type of things. The location was jampacked and kind of tight to get out of. I think the location used to be a tobacco factory

Rating:

5.0

The staff at Lombardy St was consistently helpful and polite. It’s not my only experience with helpful staff at U -Hauls but this team is very engaging. Keep ip the great work. Thanks

Rating:

5.0

The staff were so friendly and helpful. A challenge on my rental day was exiting and getting through traffic due to a marathon. Having instructions available on the best path out of the area would have been helpful. I was unfamiliar with the area and this was a bit stressful not having a clear way out of the area.

Rating:

3.0

It was not a wow! factor of customer service at this location. It was very mediocre very dry. When I visited this location. The systems was down and I really need the equipment at the time I scheduled. It Really set me back a lot for the day. I had to call customer service to really get a resolution to the issue. The store did give me a call back to let me know that the systems were up. And I can come pick up the equipment. I feel that the agent at the store should I've done what customer service did for me, such as took my name and number and called me when the systems came back up. This was an urgent situation for me. I feel like The agent lacked customer service skills.

Rating:

5.0

The in store customer service agent was very helpful and professional. Thank you for a easy rental process.

Rating:

5.0

Awesome service, everyone was so warm, friendly and extremely helpful. I was running on lack of sleep and could hardly hold it together, but they were so patient and kind to me. Everyone there deserves a raise.

Rating:

2.0

Make sure you take photos of gas before and after. These folks are deceitful I have proof and they still overcharged me. It's all about overcharging customers who don't pay attention Terrible

Rating:

3.0

This location doesn't have all the equipment needed to make moving go smoothly. I've been to this location a couple of times and both times they didn't have the dollies I needed.

Rating:

3.0

The car smelled very badly of smoke. It was hard to ride in it it smelled so bad. The employees at the store were rude and very unhelpful. I asked multiple questions and barely got any answers. I would not go here again.

Rating:

3.0

Our truck was out of oil and started flashing an alert so we had to drive back right after we had left to have them add more oil. The customer service was not very friendly or thorough but it got the job done...

Rating:

4.0

Good Job !@! 😎

Rating:

5.0

Nothing needs improvement as far as I'm concerned

Rating:

2.0

Hire new crew of people. The people at this location was very rude

Rating:

4.0

My rental request included a dozen furniture pads, but I was not told that I need to pick up two packs (each pack included only 6 pads). I ended up with only 6 pads during my move. I was also charged $11 for insurance coverage (CDW) which I did not apply for. But overall, the service was satisfactory.

Rating:

3.0

Truck was a beater. While it drove ok it was beat up on the outside, brakes squealed and I did not trust them, driver visor latch was ripped out of the liner and sitting in the cup holder. I also had to get out of a very tight space and over a curb to get to the truck out of the parking lot. Staff were slow moving and the process to check in/check out could have definitely gone smoother.

Rating:

5.0

Nothing

Rating:

4.0

Keep up the good customer service.

Rating:

5.0

One beef. I gave you all a full 1/4 tank of gas (my bad arithmetic) but was 2 miles over the limit. I was hoping my $21 extra investment would have offset the additional mileage. The gent at the shop said it would be fine (I.e. no additional mileage charge).

Rating:

5.0

Everything was excellent

Rating:

3.0

There was very little discussion on how things were priced. I am still confused about my end bill. Was I charged twice? It was very clear that the preppie working their dinner want to be there. And offered little to no communication. As I was a first time user I was very confused through the whole process.

Rating:

4.0

Easy drop off but to a new person ever using them it took me a few min to understand what they wanted me to do but I was prepped ahead by a very friendly person Katy at the Verona va location at 10 mid valley lane Verona va !

Rating:

4.0

The process was easy. There are no suggestions for improvement at this time.

Rating:

5.0

The facility is great, the staff always friendly even under pressure, worked expeditiously.

Rating:

5.0

Moving cost alot so you can give senior citizens a cheaper rate

Rating:

1.0

The truck broke down. With my possessions in the truck. That was a nightmare. It was all eventually taken care of through all the unnecessary stress. They need to better maintain their trucks.

Rating:

5.0

Staff were super efficient and knowledgeable!

Rating:

3.0

Staff were helpful and friendly. Issues- reservation means nothing! I reserved only to not get what I wanted or needed. I was charged for three extra months, when I checked out on August 9th. Went to office, told them, showed them the lock. I got locked half way during loading and could not get back inside. My TV was in hallway. Staff were kind enough to love it to the office but I couldn’t get it that night. Really, really, upset about being charges for Aug, September. I only got reimbursed for October. Honestly, I would not recommend. When planning a move, you need to be able to feel secure in what you have reserved. I had same issue when reserving a vehicle during the previous years move. You can’t get to the store day of and not have vehicle or unit you reserved not available or something else and it work. I’m a single mom with a student in college. It’s just the two of us moving her in and out each year and we need something more reliable. Again, the staff were really nice and friendly.

Rating:

5.0

Very good customer service

Rating:

5.0

Danni and JuJu are the best at this location. Whenever i needed assistance they were always there to solve the problems. Thank you very much for the years of happiness and joy at this location. I will highly recommend this location for storage and equipment rentals, thanks again!! 🥲

Rating:

4.0

Could you please make a more obvious key drop box? It took me at least 10 minutes to find the drop box. --The signal is even inside the room……which makes it worse to see it.

Rating:

1.0

The staff had my truck blocked in. While putting my things in storage staff was rude they rushed me they told me storage closed at 7 but the access hours posted are until 10pm 7:02 I left the storage unit to find staff had locked me in I had to search for the button to raise the door to get out.

Rating:

3.0

The battery died in the truck during the move.

Rating:

5.0

Excellent service, drop-off personnel where courteous, smartly dressed and professional.

Rating:

1.0

The door was broken. It was off track and didn't go all the way down. My friend had to ride in the back to hold it down. The truck smelled like smoke and I waited in line for a while to get it as well.

Rating:

2.0

Manager is lacking customer service , not helpful, no eye contact, we felt like an inconvenience & she mumbled sly remarks about us on several occasions. the original truck provided was not well Maintained as it had broken fuel cap emitting gas fumes and potentially affecting the gas supply as the gauge was significantly lower than indicated on the rental agreement. This location was horrible

Rating:

4.0

I paid for a dolly and didn't receive it nor was I refunded for it

Rating:

1.0

First and foremost you need to let people know they can't use prepaid debit cards and then I paid 100 cash for deposit and they took the whole charge from my deposit instead my initial payment after I asked the lady would I get my deposit back in cash twice. Attitudes the employee at the counter telling other customers about peoples business the customer service was garbage

Rating:

5.0

Easy to schedule, pick up, use, and return. Thanks to the team who made it the easiest task of my day.

Rating:

1.0

Had to patrol at krogers and walk sad I mean sad location

Rating:

5.0

The best part about this location is the staff. Everyone is always efficient, personable, and professional. Ai gave high ratings for the staff. The trucks are very well-used and kinda rough.

Rating:

5.0

In person customer service checking in and out was fantastic

Rating:

5.0

Your company staff did an excellent job! They were professional, and had the truck ready, with the pads I ordered. When I brought the truck back, they were very professional, and took care of all my needs, answering all my questions and concerns. I was very impressed with your service!

Rating:

5.0

Just keep doing what you're are doing y'all are looking so good keep it moving Thanks.

Rating:

1.0

Have competent staff. It took 20 minutes, 2 staff members, and 3 rounds to find keys for a truck while we stood outside in the sun. Trucks are all beat up, and dirty.

Rating:

5.0

My only negative was the chipped paint everywhere, inside and out. Time to power wash and repaint.

Rating:

5.0

Convenient location, fast service.

Rating:

5.0

Great and easy

Rating:

5.0

I was so glad to have access to a furniture dolly. It was just what I needed to move a recliner. Thank you so much.

Rating:

3.0

The staff were all extremely friendly and helpful, even though there was a mixup with the reservation. It was handled seamlessly. The van that we rented on Tuesday 9/19 had a lot of issues on the dash board - there was an oil change alert, a tire pressure alert and a windshield wiper fluid alert. The van that we rented on 9/21 smelled like dogs :( and it had a huge dent in the back. Again the customer service was fantastic.

Rating:

5.0

Thanks y’all did a good job

Rating:

1.0

Be respectful of the customer.

Rating:

2.0

nonexistent customer service

Rating:

5.0

all the staff at this location are professional, helpful and friendly..keep up the good work!!

Rating:

2.0

Easier access to storage unit would be preferred, there is access through a side door but do to policy, I suppose, we could not be granted access through this way. Lots of stairs and walking to a storage unit can make a stressful process even more stressful. The staff could be friendlier too, although they were helpful they were short with me. It would be great to see uhaul allow 24 hour access also, I find it inconvenient given the fee I’m paying per month.

Rating:

5.0

The vehicle was very dirty in the inside. It also smelled very bad. I use your location frequently and I have never had a vehicle that I rented previously under theses circumstances. I spoke to a agent and he explained the problem with this vehicle. However, perhaps maybe trying to clean it before renting it next time. Thank you for the use of this rental.

Rating:

5.0

Quick, easy, great customer service. Would recommend and will be using agian.

Rating:

5.0

Everything from the customer service to the truck rental was excellent wonderful staff

Rating:

5.0

Very easy, clear directions for drop off!

Rating:

3.0

I couldn't access my unit past 7 which didn't always work for my schedule.

Rating:

5.0

The staff went above and beyond to answer questions and to walk me through the rental process.

Rating:

5.0

It was great to work with April. She is valuable asset to your team.

Rating:

3.0

It would be better to have after hours access as the hours are not long and not everyone can be there at those times. It was also pretty dark. I needed a flashlight in my unit.

Rating:

1.0

I'm standing outside the building and my access code does not work. I was checked in on August 9, 2023, today is August 10, 2023, but here I am unable to gain access during access hours. I have 2 students that need to store their items. Margie in the call center was very helpful but that was all the help I got. I contacted Danni Williams 3 times and no call. I was I formed that I have office access only which makes no sense at all. I feel like you took my money and abandoned me . . . A customer.

Rating:

5.0

This was my first time renting a storage unit, and the staff was very helpful in explaining the process to me, even with all of the questions I had. Check-in and check-out went very smoothly. Will definitely consider stopping by again the next time I have to move.

Rating:

5.0

It’d be great too have any unit at the facility was 24hr access, especially if I already have to punch in an outside alarm disarm PIN code…. AND indoor security door PIN code…., Other than that… I give 10/10 rating on all employees and facilities! Thank you!!!

Rating:

5.0

Very busy. Hard to find parking when unloading and loading unit

Rating:

5.0

Great service

Rating:

5.0

Very efficient crew. They were all friendly and knowledgeable. Will definitely be back if we need to rent storage again or moving vehicles.

Rating:

5.0

Staff was phenomenal.

Rating:

2.0

Let me say that April's customer service was excellent; however, the overall experience was average because we RESERVED a storage room on U-Haul website only to be told by April that they don't have one and that the systems essentially don't communicate. What?!!! Thankfully, April pulled up the current list and there happened to be a room that we reserved available. Please, please, please, please fix this as we would have been stranded with a truck full of my daughter's items with no where to store them if a room that we RESERVED (all caps, not requested) didn't happen to be available. April was professional and apologetic throughout, but how can this be the case.

Rating:

5.0

The woman at the desk was incredibly helpful

Rating:

2.0

I was allowed to reserve a 1st floor unit online a month before move-in. I then attempted to call this location several times before move-in to ensure that they did indeed have this type of unit available. My calls were always screened and I was never able to contact this location. I arrive on my move-in date and was notified that the only available unit was on the 4th floor. I was given the reservation sheet which even showed 1st floor units available, quite ironic. This is supposed to be a climate controlled unit, yet the windows were open and the HVAC was struggling to keep the floor below 80 degrees. The behavior by the staff makes it very evident that the lack of customer service is encouraged by management.

Rating:

5.0

Customer service was great

Rating:

5.0

Have used this facility on two different occasions and both times have been great especially the staff. No complaints, highly recommend.

Rating:

4.0

Wish there was better access to the lofted units. Everyone was very friendly and helpful though

Rating:

5.0

Nice facility for what we need. Service was outstanding - the staff was very friendly and super efficient and answered all our questions patiently and helped us when we had a minor problem. Highly Recommend!

Rating:

5.0

No lights are in the storage units. Everything else was great!!!

Rating:

5.0

Great place to store your belongs……

Rating:

5.0

Conveniently located near the university with clean and well maintained facilities. Staff was always helpful when ever I had a question or concern. Highly recommend.

Rating:

5.0

Convenient location and excellent staff

Rating:

5.0

Danni was a great help

Rating:

3.0

Years ago U-Haul come a long way up to now the New technology is very immaculate very simple and easy & convenient

Rating:

4.0

They need to put a light in the individual units so you don't have to use a flashlight

Rating:

4.0

Longer hours and 24 security would be nice.

Rating:

4.0

Excellent job with customer service!

Rating:

5.0

Always Been a Reliable Source

Rating:

5.0

Best atmosphere an facility I ever recentlyBeen for storage, an excellent Customer Service Team

Rating:

5.0

Would storage again if needed

Rating:

5.0

Outstanding customer service

Rating:

1.0

Customer service-people have nasty attitudes, rude, tell you anything to get you off the phone, no body provides the same information.

Rating:

5.0

We had a very urgent last minute move to do and your staff / team inside And outside were Very kind and helpful. Thank you for making a hard day more easy 🙏