Customer Reviews for Express Furniture & Mattresses
(U-Haul Neighborhood Dealer)

109 reviews

471 Denbigh Blvd   Newport News, VA 23608

(757) 272-1064

Location Hours

  • Mon-Sat: 10 am - 6:30 pm
  • Sun: 12 pm - 6:30 pm

Services at this Location:

Contact Us

(757) 272-1064

471 Denbigh Blvd
Newport News, VA 23608

Services at this Location:

Location Hours

  • Mon-Sat: 10 am - 6:30 pm
  • Sun: 12 pm - 6:30 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:
5.0

The location and equipment were great. Once the app updated my info and worked correctly. I had to spend 40 minutes on hold waiting for someone to get the app to work when it should have worked al by itself. I've had problems with the website, and now the app too, and it's really frustrating when I'm trying to get something done, and I'm held by this. Please make both your website and the app more robust for customer use.

Marc D. 
Rating:
4.0

Customer did not leave a comment.

David W. 
Rating:
1.0

I lost my trust for this property after they try to screw me over with the rates mileage and gas but I'm grateful I had a sense of decency to record before and after drop off. I am very disappointed as a past employee of U-Haul that I worked for the company for 15 years to see a franchise company practice all sort of shady activities on the property. I would never recommend this Location to any military family coming into the area or going out of the area. And I will strongly recommend U-Haul to perform a thorough audit on this franchise company to make sure no other customers have ever been through what I have gone through or have to go through this. I have pictures and proof which I have already sent to your corporate office to look into. I will be glad to send those to whoever request for them. I have never left a comment or filled out a survey for U-Haul since I started working or using services. This is the first time I have ever taking time out to send a review so this should tell you a lot. Thank you so much for all you do as a company to help families move safely and thanks for being a reliable company for that being said we would not need a franchise like the one on Boulevard to ruin the reputation of Uhaul thank you

Nancy M. 
Rating:
3.0

Customer did not leave a comment.

JOHNPAUL B. 
Rating:
1.0

AVOID this location at all costs. What I was quoted and what I was charged were very different. The Uhaul representative at this location is a poor communicator. Long story short, this Uhaul rep told me they would not refund my overage charges bc the truck had to be checked in online even though he told me the only thing I had to do was drop the keys in the box - I had the truck for 3.5 hours. I had to call customer service to get a refund. Additionally, they also wanted to charge me a cleaning fee for a single dust bunny - I guess I missed one when I was sweeping it out.

GARRETT C. 
Rating:
2.0

Customer did not leave a comment.

SEBASTIAN S. 
Rating:
5.0

Customer did not leave a comment.

Sharonda F. 
Rating:
3.0

Customer did not leave a comment.

GERALD S. 
Rating:
1.0

Customer did not leave a comment.

HYLA BLONDELL J. 
Rating:
3.0

Construction on the street made it harder to get in and out of.

Chris F. 
Rating:
1.0

We dropped off the truck earlier than expected, we attempted to drop off in person instead of via phone. The person working there (it was in the store) said that we would have no issues and the uhaul guy would file it in the morning. He charged an extra day. Fuck this place.

Jackson E. 
Rating:
1.0

I dropped of the truck, I went inside just to let them know I parked it. The person sitting in the front was very abrasive as though I shouldn't be asking him questions about Uhaul, “did you put the key in the box” is all I got. I rather get a truck from an actual Uhaul location, not sure how these businesses expect to make money without any customer service related etiquette.

JOSEMANUEL C. 
Rating:
1.0

Give them a truck that doesn't have a hole in the side, do ANYTHING to attempt to seal it up, or at the very least notify them before they drive an hour to come pick it up.

Adam M. 
Rating:
1.0

Customer did not leave a comment.

Amber D. 
Rating:
1.0

Still waiting to be refunded after being charged other than what was stated on the contract

Brandon K. 
Rating:
3.0

Agent appears to have an attitude. Was not pleasant at all.

Donnel D. 
Rating:
3.0

Customer did not leave a comment.

Dolan M. 
Rating:
5.0

Customer did not leave a comment.

Sean M. 
Rating:
3.0

I did not get the truck I reserved, had to settle for a smaller trucker. The UHAUL vender charged me more for the smaller truck than I was quoted for the 26' truck. Very disappointed

STEVEN B. 
Rating:
4.0

When I made the reservation via a Uhaul agent, she told me to tell the dispatch location to read the notes on my reservation and only charge me $210. When I told him, he said he could see it, but he had no control over the price and I ended up paying $525. That all got sorted out and I'm awaiting a refund, but it was a pain. He did what he could for me, though! Beware of the construction on the road out front if you're picking up here. You won't be able to go back East because of it and the lanes being blocked off.

ROBERTDOUGLAS S. 
Rating:
5.0

Customer did not leave a comment.

Bryson H. 
Rating:
1.0

The location 471 Denbeigh Blvd ARE LIARS AND CROOKS‼️‼️ do not get ANYTHING from them.

KOURTNEYLINN R. 
Rating:
3.0

The truck had two u haul blankets in the back we were charged $25 because we left them there. The same way we take pictures upon leaving the uhaul, pictures should be taken upon receiving. I would like to have the $25 refunded to my card

Keisha C. 
Rating:
3.0

Hooked up myself.

Samuel P. 
Rating:
5.0

Customer did not leave a comment.

CHRISTOPHER A. 
Rating:
2.0

They gave me a dirty truck with someone else's trash and facemask in the cab and dirt throughout the back then charged me a cleaning fee when I returned it. Obviously they don't clean the trucks but are insisting they gave it to me spotless.. Had two people in complaining about their companies business practices while I was trying to rent a truck I should have taken that as a warning I guess, yall should pull out. When I called the place to ask the guy gave me attitude and tried to insist it was clean when I got it and I returned it filthy

Bradley P. 
Rating:
5.0

Customer did not leave a comment.

Claude S. 
Rating:
5.0

I do not know !!!

Abdul A. 
Rating:
5.0

Customer did not leave a comment.

Wallace J. 
Rating:
5.0

Don't charge insurance 2 days when I dropped the truck off the same day. Very disappointed in U-Haul overall.

Nia C. 
Rating:
4.0

Customer did not leave a comment.

Renae C. 
Rating:
1.0

The customer service or lack thereof was horrendous. When I stepped inside the store they weren't friendly at all. They said they couldn't help me unless I was opening an account at the store. I truly thought they were kidding and I said ha maybe later. They said well do it yourself through that box out there. I had no idea what they were talking about. I selected the option to pick up inside the store. So called customer service and they changed my reservation to self check-in and walked me through. The whole time they kept staring at me from the window like I was trespassing. I was literally parked next to the truck. Their name, address, and phone is listed for u-haul rentals...if they aren't going to be friendly or helpful they don't deserve to be on the u-haul list.

April L. 
Rating:
3.0

Customer did not leave a comment.

Haleigh F. 
Rating:
5.0

Customer did not leave a comment.

Mike P. 
Rating:
3.0

It's a furniture store, they take care of their furniture customers first.

Ralph S. 
Rating:
3.0

I was charged a cleaning fee when I personally swept the truck out prior to returning it!! I have rented there 3x in the past year and never return the truck dirty! They wouldn't let me wait for them to check it in. Know I know why. So they could charge me extra money!

TRACEY M. 
Rating:
2.0

They charged me almost $31 to clean the truck. It wasn't dirty. I used it one day and there was nothing wrong with it.

Heather M. 
Rating:
5.0

Customer did not leave a comment.

Steven W. 
Rating:
2.0

Customer service poor

Glenn R. 
Rating:
3.0

Customer service

GLENN R. 
Rating:
5.0

Everything went good. Continue to do a great job.

JKORI C. 
Rating:
1.0

They accuse me of damage to the U-Haul which I did not do. Plus I had the safe insurance so they should have not charge me anyway. To me they have no business working for U-Haul. They charged my credit with no approval from me.

Floyd T. 
Rating:
5.0

Customer did not leave a comment.

Mario F. 
Rating:
1.0

The truck was clean, however, there is a foul odor coming in the cab when the AC is on. The location, I would not recommend. The front desk gentleman was rude, he did not put in the information correctly multiple times, along with putting the wrong due date even though specifically stating that he put in the correct due date multiple times.

Tuong T. 
Rating:
3.0

Customer did not leave a comment.

Shoubeir D. 
Rating:
2.0

Customer did not leave a comment.

CHARLES H. 
Rating:
5.0

I was overcharged for another day but I returned it back on time

Tra’Sean S. 
Rating:
1.0

I had a horrible experience with this company and I will never use again. I have been getting the run around for days about a fraudulent charge. I do not recommend this company to anyone

Natasha W. 
Rating:
2.0

Very unprofessional. Short and smart assed. Demanded that not only the back be swept out but also said that if the cab was not cleaned completely I would be charged an extra 25.00. When I left the location I went home to drop off personal vehicle before going to pick up the load I was gonna get and my son said that there were paper towels and an empty water bottle in the truck from the last renters. So makes me question if they were charged the 25.00 or was it just going to be me since I am female. When I returned it I let him know what I found and he just said "Well you took it out right". By no means is this my first time renting a uhaul, but it may be my last and I will advise friends to avoid also. I have never felt more disrespected as a female as I did when I went to rent from this location.

Chaelene A. 
Rating:
3.0

It's a small place, hard to get in & out of with a tow dolly. I would recommend it for renting a small truck, but nothing beyond that.

Daniel C. 
Rating:
5.0

Excellent customer service

KAREN A. 
Rating:
2.0

Very poor customer service .Trailer was dirty inside . Didn't come outside to hook it up said that's not his job.at first he said my credit card wasn't working because it's a gift card and I need to put 2 cards on file so I pay online with no problem. Later that Evening as I was making my drive with the trailer the wheel started to shake so I looked over and notice the wheel lugs was lose and a few missing ... do not recommend this location. I never had a problem with U-Haul in the 6+ years of using them .

ERIC V. 
Rating:
3.0

I chose to have a dolly added to my order and when I went to pick up the truck there wasn't a dolly in the truck but I was still charged for it.

Carlton M. 
Rating:
1.0

Rude and expensive

RAVEEN M. 
Rating:
3.0

I'm a little disappointed because after I booked the truck I called U-Haul Corporate to inquire about a military discount. The person I spoke with said dealers give the discount at their discretion. When I picked the truck up, the dealer rep said discounts had to be approved by Corporate. Which is it? And why doesn't U-Haul offer an automatic discount considering how military members use their equipment and services?

David R. 
Rating:
2.0

Very rude could not understand English. Had to hook up the trailer myself.

Joe P. 
Rating:
5.0

Knowledgeable and could courteous staff which ensured a pleasant experience

KENNETH B. 
Rating:
3.0

We scheduled our truck and equipment rental about a week prior to needing it. Two days before the pickup date, the pickup location was changed. As a result we couldn't pick up at our same early time because the new location opened later. We also purchased a few items to pickup with our rental, and were assured that those things would be with the truck when we got it. They were not with the truck, however, so we had to go back to the U-Haul store to get those items. I don't understand why the truck wouldn't have just been moved from one location in town to another so we could have the correct pickup location and time, and be able to get our purchased items at the same time as originally scheduled. These changes set us back in our schedule which impacted a lot of people.

JOEL A. 
Rating:
3.0

Customer service could've been a little better, says they close at 9pm was there at 845pm and was closed. Had to to the drop box checkout online.

XUANTHI C. 
Rating:
3.0

Customer did not leave a comment.

Rakecia J. 
Rating:
5.0

Nothing..was easy and everything was explained to me. Was fast and efficient as well as polite and friendly.

Tonya R. 
Rating:
4.0

Currently I am disputing the credit card charges regarding the U-Haul Contract# 22295891. I checked the equipment out om 3/25/2020 at 4;30 pm and checked the equipment in on 3/25/2020 at 11:30 pm. It is apparent the "on-line" system U-Haul is using is not customer friendly. After checking in on-line and receiving a "Thank You" message stating "Congratulations, you just cut your wait time in half. see you today" upon speaking with a U-Haul representative that this was not the case. During this process, I uploaded my driver's licenses and enter my credit card information which was not on file. The U-Haul representative had to manually enter my information and check me in upon my arrival. Unable to check Out/In, I call the U-Haul 1-800-468-4285 and explained the issue and the agent informed that he would add a note to the record that I had call regarding this problem. Nevertheless, now I have a bill for $119.52 instead of the correct bill for 59.76. Again, so much for the U-Haul on-line process. Finally, I need the contact information who can correct the over charge on my rental, Contract No. 22295891. As of 3/29/2020, still awaiting reply for next step to resolve this issue. Respectfully yours, Sherman R. Collins Customers

Sherman C. 
Rating:
4.0

Customer did not leave a comment.

Denetta R. 
Rating:
4.0

Customer did not leave a comment.

Katrina D. 
Rating:
5.0

None. Everything was awesome ??

KENNETH B. 
Rating:
3.0

No one there to help.

George S. 
Rating:
5.0

I hated using the app.

Frankie C. 
Rating:
5.0

Customer did not leave a comment.

Christopher P. 
Rating:
3.0

provide brooms

Iyanna P. 
Rating:
5.0

Customer did not leave a comment.

Taylor D. 
Rating:
3.0

Uhaul is operating out of a furniture store. Parking lot not ideal for a 26' truck and auto transport.

Matthew B. 
Rating:
5.0

Customer did not leave a comment.

Joe F. 
Rating:
5.0

Man who helped me was very nice.

Mike P. 
Rating:
1.0

Customer did not leave a comment.

stephen K. 
Rating:
4.0

Customer did not leave a comment.

Natasha R. 
Rating:
1.0

This location and associate are bad people. They try to threaten me and did not speak rightly. Equipment smelled like dead cat/rat inside truck. I asked associate to clean it he refused. The associate looked to be in a hurry and very very very rude. He did not care about customers at all. I would say stay away frm this person.

Pushkar D. 
Rating:
1.0

Customer did not leave a comment.

Antonis R. 
Rating:
4.0

They could use a U-Haul sign on the store- didn't see one.

David E. 
Rating:
1.0

Our truck was not there so we had to wait. I had people who helped me move and since I didn't have the truck they left and when I did get rthe truck I had to get more people to help me move. I would like you to honor the reservation guarantee! Thank you

Tanner A. 
Rating:
3.0

A place where they don't lie

altonia J. 
Rating:
1.0

I was charged for cleaning when the truck already had trash. I cleaned the trash that I left, but was charged a cleaning fee. I was told to call uhaul and store would not resolve my issue.

Teondra T. 
Rating:
5.0

Customer did not leave a comment.

Nicole K. 
Rating:
5.0

Customer did not leave a comment.

Jeremy F. 
Rating:
5.0

Customer did not leave a comment.

Chyrene W. 
Rating:
5.0

Review for pickup and drop off locations positive. Review for UHAUL process - terrible. Entered reservation once and had to call customer service due to inaccurate information. Customer service informed me drop off location did not exist. Reservation cancelled and entered again with same outcome. After third attempt and a very long time on phone they were able to locate the drop off location. The night prior to pickup we received a call stating no truck available in our area and closest was 54 miles from our home. Given late notification we were unable to use a different company and had to drive 1 1/2 hours to location and back to our home. They added one hundred miles but this did not cover the difference. We also lost half a day driving to and from pick up location and then were charged for an extra day due to not enough time to load uhaul on day of pickup and delay of our departure.

Mary Beth M. 
Rating:
4.0

Customer did not leave a comment.

Cinthia C. 
Rating:
2.0

Just truck No boxes and other related support

Christopher W. 
Rating:
3.0

There's not much to say. It's a parking lot in front of a mattress store.

James W. 
Rating:
3.0

Customer did not leave a comment.

Edward F. 
Rating:
2.0

Customer did not leave a comment.

FREDERIC S. 
Rating:
5.0

Is old need be a replacement

CHIRAGKUMAR T. 
Rating:
3.0

Customer did not leave a comment.

Douglas S. 
Rating:
1.0

The U-Uhaul representative should seek other employment! Why..when he shoves the key back in my hand, tells me to get out and says he doesn't have to put up with this "bullshit" and then shoves his phone in my wife's face. At this point, I was ready to call the police. I will think long and hard before ever doing business with this company.

david K. 
Rating:
2.0

This was not a corporate store, so all the information I entered to check-in on-line had to be reentered again ... and again. The rude man behind the counter nearly refused to rent me a van because I got irritated with his incompetence and rudeness. Nothing was ready to go.

Daniel B. 
Rating:
2.0

I was charged a cleaning fee of $25 when it looked the same that I got it. It wasn't even unclean. It may have needed to be wiped down on the floor mat. He said it was the passenger side when no passengers sat on the passenger side. He said there was nothing he could do. I took pictures to prove it wasn't bad. I have rented many U-Hauls and never had this issue. What a rip off and resulting poor customer experience.

Paul M. 
Rating:
1.0

Customer did not leave a comment.

aaron B. 
Rating:
5.0

Customer did not leave a comment.

Robert C. 
Rating:
3.0

Customer did not leave a comment.

Chavis R. 
Rating:
5.0

Customer did not leave a comment.

Michael M. 
Rating:
3.0

Customer did not leave a comment.

Jahmia P. 
No reviews have been submitted for this location.

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