U-Haul Moving & Storage of Richmond

Great U-Haul. Very friendly staff. One lady who I think was the manager made sure go find more free boxes for us as we were looking in their free box bin. We bought some also just to make sure we supported them. Will use this location for any more U-Haul needs in the future.

My reservation was canceled an hour before pickup. After i had reserved over a month in advance, and called twice during the week of the move to confirm the truck was available and was told it was.

4.5. Ok fleet. Best to make a reservation. But friendly staff and consistent customer service. Smaller location but always willing to help. Have been coming to this location for years (usually our choice before the Marine location). Rented a truck today but the cable on one side was fitted on the wrong hook (required tools to undo) and therefore the door of the truck did not come down the whole way. As you can imagine, required us to life furniture higher into the truck.

Sad and pathetic effort for service, without informing us Todd gives our reservation away, yes we were late and got through only on the fourth call attempt. Todd does make an effort to get the same unit at a second location, so we secured that and went straight there only to find they didn't have the unit. Called Todd back he did apologize suggesting a smaller unit around back, we go to the back lot where my Sweetie fell not seeing a one foot drop off falling so hard she came out of her shoes. To the credit of a yard attendant who came running over that was nice but not only did we not rent we are at home recovering with cuts, bruises and swelling. I'm pretty sure we won't be doing business here again.

Brianne Dionne (apologies if I spelled your name wrong) gave amazing service. We’ve moved 11 times in 10 years, having used uhaul services for almost 90% of those moves. This was by far the most pleasant experience to date. While uhaul was not perfect - did not have all the rental gear we needed -She accommodated our needs and went above and beyond expected to give us excellent customer service. The SE marine drive location could learn from the customer service given at the shell-Richmond location. Thank you!

Don’t believe what they wrote on the website, they said they guaranteed the reservation. However, when I got there, the staff told me, she changed the reservation to another U-Haul place, and let me get there. Well, no email, no message. Remember, U-Haul costs for Kms, you drive far, they cost high. The only reason for changing reservation is which I will drive far, and I will pay more. Will never use U-Haul again. Unhonest business at all.

We had a difficult time picking up a U-Haul from a closed dealer through remote pickup on their app. In the end the vehicle didn’t come with the appliance dolly I had reserved and already paid for. We were directed to this open location from the customer service rep on the phone. Once there we were greeted and given everything we needed including the dolly, a lock and packing supplies. 10/10 customer service and care after the first location was so difficult to deal with!

Overall very smooth process at this specific location. no delays, good price, vehicle was in decent condition. I was not put on any tight time constraints and given ample time to return my rental, which is much appreciated while in the process of moving. Thank you to the gentlemen that helped me today, both at intake and drop off!

Our experience with U-Haul was incredibly frustrating and disappointing. Despite making a reservation well in advance, the company forced us into a last-minute cancellation due to their failure to provide a truck. Not only did they not have a truck available as promised, but they also changed the pickup location three times last pickup was in Point Roberts, WA! , causing unnecessary confusion and inconvenience.To make matters worse, their customer service was unhelpful and offered no assistance in resolving the situation. They showed a lack of empathy and understanding towards our predicament, leaving us feeling stranded and helpless. It was evident that they did not prioritize customer satisfaction or take responsibility for their mistakes.The entire ordeal caused significant stress and wasted valuable time that could have been better spent on other aspects of our move. U-Haul's lack of organization and failure to meet their commitments left a negative impression and made it clear that they did not value their customers' time or well-being.We would strongly caution anyone considering U-Haul for their moving needs to explore alternative options. The unreliability and poor customer service exhibited by this company make it an unreliable choice, and it is not worth the risk of dealing with such a frustrating experience and the highly possibility of your move being put in Jeopardy and end up costing you extra money!

Very friendly and helpful staff. Checking in and out were very easy and all the vehicles were in good condition. This U-Haul location is also very well stocked and has great prices on moving boxes, mattress protection bags, etc. Moving furniture around Richmond was quite cheap too - cheaper than renting a small car for the day, which was surprising. I’d definitely use them again!