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December 2023 by grace trucking
I was somany U-Haul store but this one is the wonderful place , a lady who help me to rent my staff PONDRA she is grat person wonderful customer service. I really appreciate her , thank you .
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October 2023 by Jose Bustllo
Excellent service from Diego and Bryce. GREAT STAFF
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October 2023 by Doug Laurila
Great customer service. Very smooth rental process.
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September 2023 by Murtuza Wardhawala
Had a good êxperience. Diego and donovan working at front desk were very helpful with everything.
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September 2023 by Brandon Whatley
Summary: Choose another U-Haul place to rent from if you can. If you have a problem, be sure to record the interaction for your records. Be prepared for rude customer service that will speak down to you like a child and gaslight you.I rented a truck and did a mobile check-in at this location. I had an issue after getting through about 90% of the check-in process so I went inside and asked for help. They must've finished the process for me, since I was given keys afterwards and didn't have to sign any additional paperwork. I drove home and spent the rest of the day loading my truck. When I went to drive it to my new house the next morning, I noticed the tank was 1/4 full. Every U-Haul I've rented before requires you to check that the tank is on full before you leave the lot and return it on full (I found out later that depends on the location though), so I called the store once I got to my new location. When I told them that the tank was only 1/4 full, the manager (not sure if that's her title, but she's the highest-up for that location) said that's something I should've told them before I left. I told her that I was never told to check the gas gauge and I was simply given the keys. I *DISTINCTLY REMEMBER* that she told me that I needed to return the truck on full and we could 'see what we could do' once I got back because she was talking to another customer when I called.That's fine. I spent $130 filling the tank before I returned the truck ($160 in gas total) for 89 miles driven total. She must've left for the day because someone else checked it in. After I explained the situation, the guy said he'd put the contract on hold and let his manager handle it. A few days later, I was charged the full rate.I called the location when I got that notification and must've been forwarded to the U-Haul call center (probably because it was early and the location was closed). I explained my situation and got a call back about an hour later from the manager and she was EXTREMELY rude and condescending the whole call. Apparently I'd filed in a complaint against her when I talked to the call center and she must've not liked that. She *cursed under her breath* multiple times and spoke down to me the whole call. I told her that I didn't appreciate the way that I was being spoken to and she gave me a non-apology and continued to be abrasive. I tried to calm down the call by saying that I understand she's probably having to juggle a bunch of things on top of having to deal with this situation but that I hope she could see how it was frustrating on my end as well. It didn't help. She said that there's no way she would've said that I needed to return the tank on full even though I'm SURE she did and I had another witness to the call that heard the same thing. I asked her if I only needed to return the truck on 1/4 full, why say on the call when I reported the issue that I should've told y'all it wasn't on full before I left? She didn't answer and said that I should've seen what I should return the fuel at on the paperwork, but I wasn't given any paperwork because I did a mobile check-in and had to have them help me. She ended up offering only $60 in credit for the fuel, effectively making the whole trip a whopping 3.1 MPG ($100/28.5gal in gas for 89 miles driven).I definitely wouldn't use this U-Haul location again. If anyone from U-Haul is reading this, here are the times for the calls in question. - Aug 31st at 12:44PM (I called to explain that the gas was 1/4 full when I got it and only noticed when I went to leave the next morning). - Sept 4 at 10:00AM (the manager called me after I got automatically forwarded to the call center earlier that day and unknowingly made a complaint against her)
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July 2023 by Essentially Nikki
Renting the truck wasn't bad. The return process for the truck however is absolutely ridiculous!!! It would of been nice to be informed of this tedious return process. Felt like we were doing their job, taking multiple pics, site not loading properly, no clear description of where to return the truck, or the location of the lock box. Absolutely ridiculous!
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June 2023 by P-4
Wish they opened earlier. I rent here monthly, so please don't make me wake my wife up to verify I am the person on my State ID. That's ridiculous and will force me to go elsewhere next time it happens.
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May 2023 by THE OVEN
Customer service was very bad and rude. Even she don’t like to talk. Also, I realize they give you customer service depend on your race and color.
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May 2023 by Eli Hernandez
The best place to rent truck for moving…professional staff ????⚡️⚡️⚡️thanks for your services…
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March 2023 by Michael Rothman
Pondra (Mngr) is AWESOME!! So helpful, so kind and On-THE-BALL. She busts her butt to provide excellent service to Lilburn Uhaul customers. I’m so thankful for her. Thank you, Pondra!! ❤️❤️
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February 2023 by Victor Washington
This location was clean and well kept. Easy to get to and Tiana Stephens was very nice and professional. She deserves a raise or some recognition in my opinion. She worked on a holiday that most people take off. (Martin Luther King Holiday.) But did so with positivity and a great attitude. I wish there was more parking. But I hope to return here if I need another vehicle. This one worked for me.
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January 2023 by Lisa Jezierski
Most of the folks working here that I’ve dealt with have been pretty nice. There’s one person I wasn’t too impressed with. But it’s a storage center, wasn’t very bothered about it.
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December 2022 by Armin Zulic
After confirming reservation well in advance they gave my truck away when I didn’t show up within an hour of my reservation time even though nowhere in the reservation did it say that they would do that.
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October 2022 by Rocky Fish
Always a great experience to rent from this location on Rockbridge Rd. The service technician was very friendly and efficient.
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August 2022 by leonard johnson
Well the morning of out move, we go to pick the truck up and we're told these a**holes rented it out before we got there even though we reserved it 2 days ahead of time. The rep called the day before and confirmed our reservation. The lady on the phone asked us to pick it up around 10am. The guy at the store said because we're weren't there at 8am the rented to someone else. And of course there's was nothing he could do. This is UNACCEPTABLE! Moving is stressful enough. I will be calling corporate. Thanks for NOTHING!
