U-Haul Storage at Virginia St

Reviews 3

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Greg Z

My experience at this U-Haul was okay, except for one big thing. But indeed it is a doozy, so my overall rating is poor. Not that you want to accidentally lock anything in a returned rental vehicle to begin with, but with this U-Haul location you better be DOUBLY OR TRIPLY CERTAIN NOT TO LEAVE ANYTHING IN A RENTAL, AS THEY WILL NOT BOTHER TO SECURE IT when they ready the vehicle the next day, and theres a good chance your property WILL BE STOLEN (unless you pick it up the instant they open the next day). The guy I was working with had prematurely locked the van and tossed the keys in before I could stop him. I wasnt able to return for the property locked inside until noon the next day, but they already had my property (bike) sitting out front totally unsecured for hours. Apparently their standard means of security (for their property) is to keep video surveillance on at all times. David is the manager at this location, and claimed both because of this, and supposedly that people were around watching, meant my property was secure. First, no surveillance will necessarily PREVENT a theft. And it presumes the thief can be tracked down... all it takes is for them to wear a ski mask, and no one will have a clue as to their identity. Second, no one was watching my property. When I came and picked it up, no one even looked at me funny, or hardly noticed, and they had no way of knowing it belonged to me. Also, they have a ton of empty space right inside the rental office area. My item would have occupied an insignificant spot, not at all in the way. But do you think they would bother hold it for me there for a short while, where it would actually be secure... indeed not. In the end, only dumb luck saved me from this loss. They have every right to use the type and extent of security they see fit with their own property, but not with customer property, and certainly not where customers object to the inadequacy of it. If this happens to you, how bad this location is about this type thing, you may want to consider breaking in to get your property, if the theft of it would cost more than paying for a broken window. I explained the above to David, but he argued with me and refused to even acknowledge the simple facts. I explained the importance of my property, but he didnt care. He refused to agree to the principle of any simple precautions that cost them nothing, and will continue to do the same in the future. This is the MANAGER of the place, and yet COULDNT CARE LESS ABOUT THE PRIME CONCERNS OF CUSTOMERS. Another employee was all too willing to jump on board and agree with him. This is a perfect example of rock bottom despicable customer service. This U-Haul location doesnt deserve ANY customers!

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Sabrina Simmons

Use your credit card with U-Haul at your own risk. This location needs to get its act together. I reserved a truck, dolly, and auto trailer for a 22AUG2015 move. First, they called me days before my rental asking if I wanted to pick up the truck ASAP because they didnt understand the pickup date on their internal paperwork. Why would I pick up a Saturday rental--using my 3 days of having the truck in the process--on a Tuesday? Next, they gave us a truck with parts falling off it. We were told that they would "epoxy" the weather stripping on the drivers side door of the 17 truck back in to place. The whole thing eventually fell off during the trip. I changed my mind about towing a car through the mountains behind the truck and they said they would remove the auto trailer I reserved from my order before I left their office. I got a call from a regional Fresno office several days later (29AUG) asking why I didnt return the trailer. The trailer that never left Reno. I kept getting a "well look in to it" from the representative; she couldnt seem to make any headway and "1-2 hours" became days. Today (01SEP2015), this location ran my credit card for $130 in late fees for an auto trailer rental to Detroit. Detroit is over 2,000 miles away from my moving destination. The reservation for this rental was made 25AUG2015, three days after Id left the state, during a time where I was unable to use a phone or the internet. I called the regional representative to ask why I was still being charged for an auto trailer. She said she couldnt help me because Detroit was out of her jurisdiciton and gave me the Reno regional customer service number. The Reno regional customer service rep--who sounded an awful lot like the lady trying to get me to pick up my rental truck three days early--said she couldnt help me and that she couldnt help me file a complaint about this location. She passed me off to a corporate customer service representative. This agent was a bit more helpful and understood my concern about being charged multiple times for equipment I never had. She claimed that the refund for the original truck rental was in process; Captial One begs to differ. She claimed the credit card processing department was down and that I had to wait for a general manager to contact me before a complaint or refund could be started on the most recent charge. I was ok with having to wait until the representative suggested that someone might have just happened to have my credit card number and just happened to go to the same U-Haul and just happened to rent a trailer.

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Joseph Parazo

Absolute worst experirience!!! Rented a truck for one days use. I had returned the truck the same night and was never told to put the keys in the door slot for the store simply to throw them in after locking the truck. I proceeded to throw the keys into the truck as I thought I had been instructed.(I assumed that they had either a back up set for each truck or some sort of master key.) Returned the next day to get my refund for my cash payment which I did not get as they had to call someone to unlock the truck before they could check in the truck. They offered to have me wait until they got there, but I had to be at work in an hour and didnt have time. A few weeks went by before I had time to go back down to the store, during which I was charged and extra $400 for the truck and six days tacked on to my invoice! I called the store to verify that I was not recieving this email in error. I was told that they would need to look into the matter further as they werent sure on their end. I was called back within a few minutes and told that it was no error and that indeed I did have the truck for a week. I told Steve that I had my original invoice and it said nothing of the sort. My original invoice states my 7 hour rental quite clearly. He said that he would have to look into the matter further and that he would have to call me back. Hours pass, still no call, so my girlfriend and I decided to just go down there. When we got there I was passed off by one individual to the next twice as no one wanted to deal with an already pissed off customer even though I remained calm until being helped by the third person. I was then told that the charges were no ones fault, but my own but that they were going to "help me out". Quick hint guys never make your customer feel as though it is them that is in the wrong, its just bad business. They "cancelled" my extra charges in their system and I had to pay $1.30 more just to get out of there, which at that point was fine by me. I thought that I was done dealing with this until I awoke today to find a new email with a past due invoice from U-haul for the $400 in my inbox. Appearantly disorganization runs from the top to the bottom in this company. My time and money is precious to me and they have wasted both and left me with a bad taste in my mouth. Dont waste either with them, they will treat you like an inconvienience at best. Sure the miscommunication was half my fault, but I dont appreciate being treated like a nuisance especially when I am paying for a service.

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