Terrible experience with Mooses by the Creek U-Haul—Severe safety and maintenance issues. I picked up a rental trailer on 29SEP2026 for an 800-mile trip. During the initial walk-around, I pointed out to the attendant that the passenger-side rear tire was worn down past the wear bars. He was unaware of the condition, and when I asked if a replacement trailer was available, he simply asked, "Do you not want it?" Since I needed it for the trip, I had to take it. After getting home, a closer inspection revealed several critical safety and equipment oversight issues: • Improper Hookup: The attendant failed to connect the emergency breakaway cable to my truck; it was left dragging on the ground. The attendant took a photo of the hook up, so you should be able to verify this with your records. • Defective Lighting: The driver-side running taillight was completely inoperable (though brake lights and turn signals worked). I have a photo if needed. • Missing Hardware: The trailer was missing multiple interior D-rings needed to secure cargo. I have multiple photos if needed. The negligence caught up quickly. On Wednesday morning, less than 30 minutes into my drive to Tennessee, the worn passenger-side rear tire suffered a major blowout on the highway. Fortunately, it didn't cause an accident. I was stranded on the shoulder for over an hour waiting for roadside assistance to swap the wheel and tire. When road side assistance arrived, they replaced two of the tires, stating a tire on the drivers side was also very worn down. Between the severely neglected equipment, careless hitch installation, poor operating hours, and dismissive customer service, I cannot recommend this location. I will be avoiding them at all costs in the future.
Spencer K
Customer Reviews for Mooses By The Creek
(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.
The location could use some updates in the parking lot. The local team was excellent
Thomas TFlawless check in and out, Great location just off the highway I-64 W exitv121
Ferdinand CAverage because the location I had picked did not open until 9 so i went with the self pickup using my phone. After being on the phone with customer support and trying both the website and phone app, couldn't get it to work. The customer service rep transferred my order to a staffed location. In the end it was ok although it cost me about an hour of my time.
RALPH WEverything was great !
GERALD CTrue and authentic customer service! I never worry about the safety of equipment rented from Moose's. Thank you !
Melanie GThe service was great, professional, friendly, and smooth. Thank you for your help and support!
Leandro MI recommend these people for any type of rental you would need. They have plenty of inventory and are extremely helpful. I won't go anywhere else!
Robert HExcelent Servíce , nice equipment.
Harif SI was difficult getting to the location, heavy traffic, run down building dirty appearance, but was closed when I arrived
KEN BGood experience! I would rent from them again.
MICHAEL jA contract signing process that does not require the use of a smart phone would have been easier for us.
Richard KExceptionally service
Harif SOutstanding service...very customer focused and friendly!!
Steven HI forget the name of the young man that helped us (Colin?). He was extremely helpful and got the trailer attached to our SUV in no time. He was very polite and pleasant. We would gladly go back to this location again!
Timothy RClean the vehicles fully, inside and out. The vehicle still had trash in the doors and behind the seats. The location area was not well lit, hard to take pictures during the time I picked up my rental. I would not let anyone rent from there due to the physical appearance of the location and I would never rent from there again.
Michelle WThe staff were incredibly friendly and helpful getting our trailer set up. Kudos to them!
Ramzi TNo one was here that I could tell. Unfortunately, the town has not maintained the road, so it is very bumpy and difficult to back in. It’s also difficult to back up with the trailer anyway. You need an area where you can drop stuff off and you don’t have to back it in. That area needs to be labeled.
Julia HFriendly service
MICHAEL ZWe like Moose.
sanha bAnother great service from this provider.
Steven MNothing. If you need a moving truck/trailer or van then this is the place to go. It's the best!
Robert HNo improvement needed. The team at Moose's is always professional, helpful and accurate.
Brian MHave employee take photos of empty and clean trailer like customers do when the drop off at unattended location.
Corie SPicking up after closing which is at 3pm was a nightmare even with the Uhaul app Had to call several phone numbers which took forever to actaully reach a person.Then the person basically asked all the same questions that we answered hen originally booking the truck rental. Wasted so much time
Carol OThe office receptionist was friendly and everything went smooth.
Ahmed GGrounds are in bad shape. Truck bed was covered in oil/gas spillage.
TIMOTHY JEverything was great - service, vehicle, communication, convenience.
Scott MWell, you could roll all your several "add-on" charges into the quoted price and make the quoted price all-inclusive. Owise, it is misleading and irritating upon the return of the vehicle to be assessed additional charges. Money, money, money is all that matters, it appears!
WELDON BColin was a great help!
Gilbert NOur first time using the mobile pick up, which was nice, but we were not able to show the location that we found trash in the cab, the windows were filthy (inside). The airbag light was on. During our trip the AC barely worked even on high. With 3 people in the cab, it was hot. We have rented from this location before with no issues. However, when we dropped off the truck and they found one napkin in the back they mentioned charging us for not cleaning and when we let them know how we found the cab initially (that we had to clean in out and clean the windows to drive), they told us "They don't have time to clean out all the trucks" but initially wanted to charge us for a napkin. They also explained they were not in the wrong for having an airbag light on b/c it was inspected in another state despite renting in VA so again it wasn't their problem. I know things happen but the customer service response to our concerns was just surprising and they seemed to have no cares or appear they would address them. Again, we have used this location before and this was our first bad experience so I would try again but I would rent during office hours so that concerns are addressed initially.
Dorie MThe staff is friendly and they serve quickly
Harif SLoe the easy App pick up & delivery with photos. Simplifies it a lot.
Dustin KVery friendly and helpful staff assisted with return and unhooking the trailer. Very appreciative for the help. Thank you!
Richard TEfficient and quick
DAVID R...just keep doing things the way you're doing!...the folks behind the counter greet you when you arrive and get you on to your destination in quick time...vehicles are always clean and ready to go..2 thumbs way up!!!
DAVID MI was running late. About 20 minutes after 3 hour drive. Employees were not going to wait for me. They did give me owner's number. Although inconvenient because I was driving and only 29 minutes away. Owner did work it out with me and employees did stay. However, I realize I was running late, past their closing hour of 3 pm. I also acknowledge they stayed past theater closing time and I appreciated it greatly!
Douglas CAll went perfectly as planned. U-haul had brand new tires.
Julie DFast, easy and friendly.
James QWonderful customer service! I reserved a 20’ truck a week in advance and had zero issues with availability. The truck was clean and well maintained and was a staple in moving to another community. Thanks!
Britney HLocation looks a bit rough (gravel parking lot) but very convenient.
KATHRYNBERYL NMoose's was great as always. On this day they worked through a full house in the final minutes of closing while making everyone feel welcome and at home!
Jacque LGreat customer service by the staff.
kirti pGreat experience. GREAT support on pick-up and drop off.
Steve CApp stated open till 5 but that was incorrect. Closed at 3. I drove half hour to another location (1728 Seminole Trl, Charlottesville, VA 22901) which the app said was open till 5. While they were open they do not accept trailers here, the app said they did. So I had to drive back down here to do self drop off which I wanted to avoid. Wasted a lot of time driving from here to up town to only come back down here. Update hours of operation on app (close at 3 not 5) and update app to say no trailer drop off at other location. So the rental places were fine the app and info it provides was terrible. Not overly satisfied with U-Haul overall.
Daniel KGood service
tristan cBack up cameras would be useful for those who rent trailers.
John LStaff extremely helpful. Very easy in and out. Equipment was excellent and very well maintained. I will definitely rent from this location again. Recommend them to everyone.
Robert HEl carro que usé para mover mis es una camioneta bien grande limpia y sobre todo muy fuerte
Santos ASelf returned so no interaction at this location
James JSuper nice customer service. And in return, they disconnected the trailer from my truck. Easy pick up, too.
Andrew KA very easy experience and would rent again.
Gary H