Customer did not leave a comment.WASHINGTON A.
Customer Reviews for Kemp Mill Beer Wine & Deli
(U-Haul Neighborhood Dealer)
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.
Customer did not leave a comment.Issa B.
The was only one person available to handle the store merchandise sales, lottery and u-haul reservations. On my pickup I was the only customer. However, on my return there were 4 of us waiting in line. It was late in the evening and when it was my turn, the representative was very helpful and pleasant.Robert J.
Improve app and add another employee that is more efficient processing customers. Waited in a 3 person line for 30 minutes.Randy L.
Customer did not leave a comment.jose M.
The drop off location was terrible. There was no office in sight. You just parked the truck behind a grocery store in a shopping center. There was nobody around and no office. I had to call the place and have them send somebody to inspect what I dropped off and get the keys. Also, I was charged for labor charge for moving that had been cancelled. I never did use the movers, but I was still charged $265.95 on my credit card from MovingHills.com. Very disappointed with the MovingHills.com. I never used their services, but was still charged.Scott M.
The Check out process didn't seem as straightforward as pick up.Amarachukwu I.
Customer did not leave a comment.Riderd A.
Truck was just as described and ready when I came to pick it up.Donald G.
The process for obtaining my U-Haul was rather unusual I had to call someone cell phone to ask them to ready my reservation as the store clerk was very rude and nasty and said I don't do U-Haul you must call the number. When I got to my actual U-Haul what I did my evaluation of the inside difference the inside of the truck hadn't been cleaned there was trash and cup holders and trash in the back of the van. Again the process of check out was to text a number to tell the person that I've returned the van and to check me out and send the final receipt. This was not a comfortable experience for me I would rather deal with someone face to face rather than calling a random number. On top of this being a way I wasn't 100% comfortable with the actual person I had to deal with inside of the store where this U-Haul location is was just a nasty person deplorable behavior. While the van was in great shape and did what needed to be done, I will not return to this location.Danielle D.
Customer did not leave a comment.Jerry S.
Very easy automated methodTyler B.
I dropped the truck off after hours. I never went into a physical place or spoke to anyone.TASCHET M.
Your online pickup system was difficult to use. I had to go in to the store to get help several times.Katherine O.
The rep was very courteous - unexpectedly. He helped my with direction to the office which he came outside the office so I can see him He was friendly too, taking some of the pressure off the day off of me. He was quick to process my rental, a truly easy day because of him. I would rent there again because while it is a bit farther away and I get to pass a couple of Uhaul offices. I would go see him to as him whether his team won the FIFA World Cup Soccer.Jacobus D.
Probably the best experience I have had to date with U-Haul. Location at Kemp Mill Beer & Wine, at 1339 Lamberton Drive,Silver Spring, MD was convenient, and the service provided by the staff person with top notch. Really an excellent experience all around.Mark E.
Customer did not leave a comment.Kimberly B.
Customer did not leave a comment.Junior P.
Staff was friendly, but prior to COVID I got a panel van with double doors on the side because I have to open the doors frequently. Unfortunately they did not have a working model like this and only had the sliding door. During the 4 days that we used it, the key would not turn in the ignition one time, the remote key stopped working for 10 minutes and we had to use the manual key to open the truck and the other people working with me were not able to open the sliding door because it was very stiff. I have two more reservations on the schedule right now and expressed to the counter person at Kemp Mill that I would like to know if they are able to get the model that I need for them or need to try and get it at another location or other company. He said that I should call the owner of the location the week of the rental. Hope this works.Donald G.
Customer did not leave a comment.Susan M.
Customer did not leave a comment.Jose Lindolfo C.
Computer issues slowed us down. They were accomodating of our needs and helpful.Doria G.
I always have very good service at this location, 1339 Lamberton Dr, Silver Spring, MD 20902 Beer and Wine.Dale T.
Customer did not leave a comment.Karen D.
Customer did not leave a comment.WASHINGTON A.
When I went to this location they insisted that I drop of the vehicle somewhere else. Telling me to first drop it off "where I got it from", which was 40 miles away. The whole point of dropping it off close to where I moved is to save me time and money. Then I believe I spoke to the manager of this location on the phone and he suggested another area that was far. I had other things to do with my time than to drive an empty truck 30 minutes away and add miles that I would have to pay for. He tried to help, but his staff did not want to move the vehicle later so he called me back when I was about to leave it. I just used the uhaul website to process the return, I am glad uhual has a functioning website. I will keep using the website, and not deal with the people anymore to drop off and rent uhaul equipment.Derrick W.
Excellent customer service ..fast..MARTIN N.
Location was not manned; staff was out sick and there seemed to be no replacement staff available. Business was being conducted by phone, but very slowly. The 24/7 truck share checkout process broke once. Ultimately, I left 1.5 hours after my reservation started, and the truck did not have the equipment (dolly, furniture pads) I had rented.Michael S.
Check-in and check-out were troublesome. Took about 40 minutes to figure out what to do, take multiple pictures, etc. Check-out didn't complete, so hours after I returned the van, I was still on the clock. Luckily, I decided to call and got it corrected. Receipt said the mileage was what it was at prior drop-off, not what it was when we picked up. Got a text message *hours* after I dropped off about picking up the van! Now that we know, the process should be more efficient next time, but that doesn't help with the snafus using the mobile process.John K.
My mobile check in experience was ridiculous; long, drawn-out process. It would have been much easier just to go and check in at the counter. I got fed up and went to the counter; the man there was helpful, but I eventually ended up going through the mobile check in process, anyway, since the gentleman at the counter said he would be required to take a picture of my driver's license from his phone as well. The mobile check-in process with the picture of yourself, and the pictures of your driver's license, and the pictures of the van, as all as the 3rd party confirmation of your identity is so very time consuming. Also, the van assigned to me had a big dent over the driver's side wheel well and under the light and onto the bumper; although drive-able, Uhaul should probably get that fixed in the not too distant future. It adds complexity to the check-in process for customers.Paul G.
Customer did not leave a comment.Sabur M.
Customer did not leave a comment.Sabur M.
They prefer you to use the mobile check in and return but there is no WiFi and weak cell service. It took at least 30 minutes to return so please consider WiFi at your locations. A smoother experience will bring more business. There are outdoor WiFi systems readily availableJohn M.
Manager was very friendly and helpfulHassan S.
Enforce prompt returns if someone is scheduled for a pickupAnthony A.
Customer did not leave a comment.Khrysida E.
Customer did not leave a comment.Leigh S.
Customer did not leave a comment.DEIDRE E.
Customer did not leave a comment.Paulo C.
Good customer serviceOluwadamilola A.
The location was not open at the appropriate hours. The app was having a terrible time managing logging me in, which cut in to my reservation hours, and there was no one available at the store to help check me in, the wait time when I called on the phone was incredibly long. Please don't say "higher than normal call volume" because it's a normal call volume, there are just not enough staff to cover. it's not the same thing.Alicia K.
Customer did not leave a comment.Danielle H.
Customer did not leave a comment.Carolina W.
Have larger signs to show its in a storeCLIFFORD D.
The owner didn't show up until 11 am. Pick up was 10 am. My movers were going to leave I was given a quote over the phone and was shocked when the bill came. It was $100.00 over the quote. No, I will never recommend this place to anyonearolyn G.
Customer did not leave a comment.WASHINGTON A.
Customer did not leave a comment.Joseph B.
Customer did not leave a comment.Erica E.
Terrible experience, clerk acted like he was dong me a favor to wait on me. He did not help me attach the trailer nor did he even know how to. He also did not correctly annotate the reservation to reflect the actual unit that I rented which resulted in a charge of $723 which triggered a fraud alert and my credit card was cancelled.George B.
Better customer service.Charles R.
Customer did not leave a comment.Chinaza M.
Customer did not leave a comment.Sheldon K.
This was absolutely a terrible experience. I was supposed to have a regional manager on both ends reach out to me and nobody has called me.Jim B.
The couple who run this location appear to do so just for the income without any concern for providing customer service. The woman in charge opened the store at 10:20 when it was supposed to be open at 10:00, and in Yelp reviews I saw, has opened an hour late, causing customers to have to pay their movers to sit around waiting. I also had people waiting for half an hour. She then managed to be very rude: I said that I had reserved 2 dollies and 1 furniture dollies, and she said, "Go look for them outside near the trucks." There were none so we had to carry everything ourselves from door to door.. The truck I was given has french fries on the floor and reeked of cigarette smoke. It had obviously not been cleaned and when I complained. the woman siad, "That's the customers' fault and they will be charged," indicating that she feels no responsibilty for the trucks after they are returned, except to check the mileage and charge people for going over. She yelled at me at the top of her voice in front of customers when I told her that she was doing bad business. In the end, besides the $125.22 correctly taken from my account, she separately charged me $47.69. I will dispute this charge with my bank since there is no evidence to support it's legitimacy, and I believe it was taken dishonestly. This location is a mess!Patricia C.
Have used this location multiple times and this and the last instance was terrible. I was unable to complete my transaction on-line. I had to wait until the store opened and they counter person was late. We then had to make a phone call to complete the transaction. The service level was not good.WILLIE H.
Customer did not leave a comment.LAWRENCE E.
When the owner use to work everything ran perfect. Unfortunately, ever since the owner stop coming everyone gets to work LATE. We waited for an hour. The sign says 10am and waited until 11am. I had to pay my movers an hour for doing NOTHING. This is not the first time this has happen. I stop coming here because that and designed to give it another try and same. Unfortunately, they lost my business. Hopefully poi get good employees - I know it is hard this days. Good Luck!Daniel L.
The driver cabin of the rental was unlocked on the passenger side when we got to the truck, and the inside smelled of urine. Otherwise it was great.Sarah G.
There is nothing specific that I can think of. Location is excellent for our community. The operator is friendly and easy to deal with. The equipment is ready. This is not the first or even second time we have used them.Fredrick M.
My pick up time was 10am and the store wasn't open. When the store opened 10-15 minutes later, the lady had trouble finding reservations and had to go get keys from lock box instructing us to then wait outside because she needed to lock the door. With these delays I did not receive my truck until 10:46am causing me to be late for my pickup appointment. Even with the delay, no time was extended in the 4hr window which caused loading and unloading to be rushed. This was a very stressful experience overall, please ensure that proper training is done b/c everything was completed on my end, this location is not properly prepared.Cassandra H.
Customer did not leave a comment.william R.
The price was totally different then expected he explained everything except the fact that I would be charged gas if not filled to where I got it. I was charged a few more dollars then market price per gallon which was not fair.Antwain E.
If you go in the store, you have to stand in line behind all the lottery ticket customers. Or wait while the clerk answers the phone after you. AmÃ© into the store. I reserved a truck, and when I arrived to pick it up, it was not available, so I reserved another truck the next morning, but it was only available from a distant and inconvenient location. So my moving plans were greatly affected as I had other things scheduled that were based on my original moving schedule. So I had to settle for a cargo van, but this time, the app requested an additional ID beyond credit car, driver license, and validated phone number. Isn't that good enough, 3 separate pieces of ID plus selfie? No, I had to drive home to get my passport. Serious problems at Uhaul, I highly disapprove, and will avoid using their services again. Problems with Thais location as well as district management.HARLEY H.
Customer did not leave a comment.Paul H.
Customer did not leave a comment.Ellen L.
The process was horrible and I rather deal with an actual person next time. The application is slow and the process was slow do not go through this keep using the old method of someone helping you out. The chat was slow to respond and than our key wasn't in the key box. We choose to go through this method because it was suppose to be quicker and it was completely the opposite it delayed our time and being able to begin our day. Will never use this location or method of picking up.Hared C.
Customer did not leave a comment.Kendra C.
The clerk was very dismissiveWayne G.
Over charged by a full day and even with a partial refund is stealing money. Don't fall for it.James C.
The agent was very helpful when I was unable to return the truck using the app. He was friendly and professional--exactly the kind of person who represents Uhaul well.Deanna M.
I was charged extra for gas but I called and sent gas gauge pics showing before and after amounts. They said they would adjustDerek W.
They need to respect people's time by showing more urgency. The gentleman who operates the business (or appears to be the operator) showed no sense of urgency. I had a deadline to meet and he acted like he had all the time in the world. in fact i had to go around the back of the store to get his attention because he was outside helping another customer. He then gave me a key which i assumed was for the lone Uhaul truck parked in front of his business place. When i went in the truck i realized it was the wrong key. I went back inside and told him the issue after which he proceeded to tell me that the truck around the side of the plaza (no apologies for failure to communicate properly to the customer)!!!!!!!!!!!!!!!!!!!!!! This was my first time driving a U-Haul truck so when i returned in the night the place was closed and i had no idea where to leave the keys. I had to eventually use my initiative and lock the keys inside the truck. Very unprofessional agent!!!!!! Wish i could given them a zero.Caril S.
Great service, representative was very Proffesional and helpfull.Thanks Jasbir.Jasbir M.
We made a reservation 3 weeks in advance and still received the truck 20 minutes late. The truck was messy, had moving blankets thrown, and the gas was almost empty. The person who completed our transaction was respectful and polite.Marcos M.
What a joke of a location. Walked in and the lady told me to call a number taped to a table. Barely able to understand the guy on the other end. No paperwork.Richard L.
they are thieves in collecting everything!, miles, rent and on top of that one loads fuel they reload it extra!, who knows if it's true!!, they are corrupt!!Selva S.
Customer did not leave a comment.marcos G.
Customer did not leave a comment.Frederick P.
It was all goodFaubert S.
Customer did not leave a comment.Joseph S.
Customer did not leave a comment.benjamin R.
Customer did not leave a comment.MANUEL C.
I don't think anything at this time.Bzuayehu A.
Customer did not leave a comment.Calvin C.
Customer did not leave a comment.Marcos G.
Customer did not leave a comment.WASHINGTON A.
Improve the self check out and self return experience. The process was too slow and inefficient. Also, an inappropriate cleaning charge of $25 was shown on the self return charges. The van was spotless and clean and shouldn't be charged with the cleaning charge. Fortunately the manager on site was there and removed it.John Y.
Customer did not leave a comment.DOROTHY D.
Customer did not leave a comment.Henry S.
Friendly service and fast transaction, no problem when needed to add extra time to rentalJOHN W.
Was given the wrong set of keys, wasted an hour trying to sort that out. Neither the truck that I was assigned nor the truck that I got the keys for had the dolly's in it that were requested.Sebastian K.
Everything went smooth and as expected.Bob H.
Customer did not leave a comment.Monica S.
Customer did not leave a comment.Megan F.
Electronic pick up process was easy. Equipment was in great shape and worked well for my purposes However, I tried to do the electronic check out at drop off...was a nightmare. Form would not upload after 4 tries, finally agent helped me complete the process manually over the phone. Otherwise, very pleased.Laurent M.
Customer did not leave a comment.Maria G.
I rent uhauls multiple times a year for work. The last two times I have reserved a truck it has NOT been ready or available at the location for pick up. I do reserve them online and usually several weeks in advance. Both of the last pick ups I arrived after my stated pick up time so there shouldn't have been any problem ensuring things were ready and turned over. Last time they didn't have my reserved 15ft they only had a 10ft which forced me to delay set up for my client. This time they had the truck but it hadn't been turned over and no one know how to do that and allow me to proceed with the rental. The of site manager had to be called and I was proceeded over the phone. The truck was clean enough but both times tarps and/or hand trucks were left in the truck which I didn't need or want.SARA R.
service very badbounteng I.
I used the self pick up and return which was very easy.Donald D.
A note to customers bf pickup on where the vehicles are located. I couldn't find the vehicles until I drive around and didn't know they were on the side of the building.Vishaan P.