There was an automatic gate that luckily someone was coming out and helped me gain access to the yard. The yard was completely muddy and I ruined my shoes. That person left, but another person showed up who was very nice but wanted me to move the truck to aThere was a automatic gate that luckily someone was coming out and helped me gain access to the yard. The yard was completely muddy and I ruined my shoes. That person left, but another person showed up who was very nice but wanted me to move the truck to a different parking spot. Luckily he showed me where the dropbox was. The Mobile drop off app was stressful to use and I would much have preferred to have a person check me out. I will never rent or return a truck again at a place that is unmanned. The pick up and return felt very stressful!
Jennifer B
Customer Reviews for Northern Fauquier Rentals
(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.
There was a locked gate and no Uhaul personnel on site. I was able to get through the gate and parked the truck next to 3 other Uhaul trucks. Then some guy told me not to park there. I needed to move the truck to a back corner. It was a busy area with semi trucks and trailers. I dropped the keys in a drop box and left. No friendly. Not inviting. Kind of a creepy vibe. Would not recommend.
Jesse Bno one was there. the location itself was convienient for us uhaul in gerneral was confusing everytime i attempted something the rules changed people on the phone were very nice. i don't have a phone to use an app made it very very very very difficult to get the pick up and drop off done dealing with it all was top 10 worst day of my life my brother says what the heck is their problem truck was awesome very clean and so easy to drive excellent truck to use.
MARY WU-Haul had incorrect mileage on it and had less gas then stated. U-Haul was in bushes and there was no office like site stated on U-Haul u have to call them to figure out where boxes are and u have to be bussed onto propy
emily AThis location does not have anyone on site to help you. The number listed on U-Haul’s website is disconnected. Only after contacting a uhaul customer service representative was when I was told that someone would be on site shortly to help me get my rental. No one ever showed up and I received a call from someone named Jay who stated they would take care of my rental over the phone. Jay gave me a rental that was blocked in by other vehicles. After I told him I could not get that vehicle out, he told me to take a different vehicle which had no gas in it. Extremely disappointed with how this was handled and I have yet to receive a call from a manager after I spoke with customer service regarding how poorly this experience was.
Naomi TWas never told that there was nobody at the location. After ringing the bell and walking all around to find nobody that could help me. And even after calling they said I didn’t have drop pickup. So had to wait even longer for the manager to call me back and walk me through everything on the phone. And to let me k ow where the key was.
MARTHA EI dropped it off dusk/after-hours, which required me to use a call button to open a gate. I used the app to check the truck in, but it crashed halfway through taking pictures. I didn’t know where to leave the key, so I found a key drop in a nearby building (but was called the next day asking where it was). When it was time to leave, I walked back to the gate, unsure of how to get out, but it opened after anout 30 seconds.
CLIFTON MThe app did not properly work and would not recognize us at the right location. The app GPS said we were at the right place, but it thought the store was in the middle of the ocean so it would not say we were at the right place. We ended up using the mobile website instead.
CHARLESF CWhen I showed up at the location on May 30th at 1:30pm, there was nobody onsite. A camera and code box was located outside the gate and when I hit the "call" button, nobody answered but I was let in the gate. Once inside, there were several businesses located on this property all clearly marked, with the exception of UHAUL. There were no markings or signs. I had to ask an employee of another business where I needed to go and was pointed to a vacant building where he said I would find a lockbox to drop the key. I did not feel comfortable doing this so I filmed the entire process. I waited until Friday evening to get an email or some sort of confirmation that the Uhaul was returned...when nothing was sent, I call an 800 number for customer service and waited on hold for 25 minutes before I was able to speak to Amanda. After telling her my return process, she checked the rental and told me that the truck had not been returned and I was still being charged for the rental. She then told me that I would have to physically go to a U-Haul service center in my area to explain what happened so far. On Friday, May 31st I called U-Haul customer service again and was told that the truck still wasn't returned and that person said she would send an email to "Stephen" who was the supervisor for the U-Haul return places in this region. Again, after not getting any phone call or email, I returned to the place I returned the U-Haul on Saturday morning and again rang the call box outside the gate. I was let in the gate where I found the truck I returned on the previous Thursday still sitting where I had parked it. There were 2 other trucks and a couple trailers parked there now. Still nobody onsite to help. When I exited the gate, I rang the callbox again and said I wanted to speak to someone about the U-Haul truck I returned. When I explained that the truck I returned was on the lot and I was still getting charged, he said he was "taking care of the paperwork right now" and I would not be charged. He said you are the one that lives on *** (he recited my address) and I said yes. I then asked for his name and he hesitated and said "Gloria" and then asked for my name. When I asked him how he was processing the paperwork without knowing my name, he disconnected the call. He was rude and not helpful. This return location is absolutely the worst experience I've ever had with U-Haul and I hope that the regional supervisor or someone will investigate this complaint and hold these people accountable for their less than poor way they operate and treat customers. I returned a U-Haul to this location about 2 years ago and did not have this issue. I was greeted inside the gate by people physically working at this location. They were extremely helpful. Obviously the business has changed hands.
Julie HNot sure why this location exists, there are no people here, it's basically a shed, so even though we had mobile check-in, there is no one for backup assistance. They only had one dolly for me and there wasn't even a trailer for the customer who arrived right after. My truck ended up being the wrong truck and the key was in the wrong lockbox.
John RThe lock box where the vehicle key was located was difficult to open. The rotary dials were difficult to spin and the numbers were missing on many of the spaces.
James HIt did have a broken driver mirror. I didn’t want them to think I did it. The pick up and drop off is all phone operated. Very confusing for this ol girl. But they were great at helping me.
Jackie TIt was crazy no one there behind a closed fence the phone number on web no longer worked . Finally was able to call 800 number and get another phone number . Didn’t have blankets in truck I ordered or mattress cover they forgot to put in truck . Went to Warrenton Vs to pick up taking out time to do so . Warrenton was very friendly I would suggest to go there . I also had ordered movers from Heaven sent to help with unloading they never showed up . Moving is stressful enough but the pickup location and way they do business and movers through u haul made it a horrible experience
Harry SHave helpful staff on location during business hours, and make sure they have keys to all the vehicles. There was no one there when I arrived. Approximately 10 minutes later a man arrived. At first I thought he was a customer, as he was looking at trucks and never approached me. Then he started moving trucks. At this point I approached him. I asked if he worked here. He replied, "Sort of." I told him I was here to pick up a truck and pointed to the truck I had been assigned. He said, "We don't have keys for that truck." Seriously? He made a call and about 5 minutes later pointed to a truck and said, "You can take that one." I don't know how this location stays in business. I would not recommend them to anyone.
Janalee CThe place was deserted and looked like a scene from The Walking Dead. Took 45 minutes to get someone to call me and give access to a lock box.
William SLocked yard. No personnel. No help. I am requesting a $20 credit for the return of 4 packs of moving pads that were left in Bedford NH. This could have been handled had personnel been at this location. Please review notes left by Tara Mardones Uhaul, general manager, at that location. They were unused and approved by her. Your systems had recently changed and she was unable to give me the credit but kind enough to place information in contract.
george jI arrived for pickup and the gate was locked. Called the local number and it was disconnected. Squeezed through the gate only to stand in the rain as I talked to SIX U-Haul team members about a non-functional app, website and the like. Same problem upon return forcing me to do it all over again.
Timothy TWe did not have a good experience at this location. We were told an hour before our pick up time that we had to go to this location, instead of the location we were originally scheduled for. When my husband showed up, there was no one there to let him in, and no number to call this office. He finally was able to make his way in after 20 minutes, and finally got keys to a vehicle. He got one mile down the road and the truck was making funny noises, so he had to turn around and get a new truck that had a safer transmission. This was a terrible experience, and expect these issues to be fixed for future customers
Christina Mhard to get in through gate, no one around to figure out how to return keys, people were not friendly at all. We were worried if it would even get checked in.
Kathi GVery nice location . Staff was excellent. Helped me through it all . I will be definitely renting from here again .
Jehad HMake sure they know it is a 24/7 pickup. Inform them before they arrive as to how to get in the Truck snd to psy for it. I have had a three day nightmare experience with the representative duting the pickup to finally paying for the truck two days later. I would appreciate a call from s manager
JEANIE FThere is no office, which means no employee. Tried to call them at the number listed and it is Not in Service. Their site should state it is self service, you are on your own. And you need reliable cell service since it is all done online.
Cynthia DThe truck was filthy. It was low on fuel. It need an alignment. It also needed a tuneup. It would not go into reverse sometimes. No one answered the call button on the gate. I had to call the Bealton office to gain access. The key boxes were not maintained, many of the numbers were worn off.
Stephen WThe App was unusable. Problems with checking out. Had to move to website and engage with the Regional Manager.
Leviticus NI feel like I was wrongly charged an extra rental day for the vehicle. The vehicle had none of the requested extras, like dollies, hand truck, and blankets. Additionally, the boxes I requested were shipped to my address so I received them after my move date and after I had returned the truck. I think this is a misleading business practice and charging the full day rate for the late vehicle is questionable, especially for a small town business. The environment at the location is unsafe since it is unmanned and has a dog roaming the lot. Additionally, there was a concerning business practice where the renters asked for my credit card information over the phone and we’re “unable” to reference the billing information I submitted to UHaul.
Dylan JGreat Customer Service, Great Location & Smooth Process From Beginning To End!! Thanks So Much Audrey For Making My First Uhaul Experience A Pleasant One!!
Tammy DCSR was excellent. Will rent from this location again.
Crystal HThe gate was locked and no way to access.. wasted over 1/2 hour trying to get in and 20 mins of that was on a phone with a U-Haul rep trying to get ahold of them also...should have someone answering their phones in a timely manner and or given gate access code to start with if no one was there ..and I was quoted one thing and charged like almost 15-18 dollars more.. Will call during week when I can speak with someone..
Karen DUhaul needs to have someone available at the location for assistance. This was my first time using Uhaul and I had no clue what I was doing. From the time we got there to the time we left, it took us 30 min to get everything set up (from the app that wasn’t very helpful) and get the keys out of 1 of 3 random lock boxes. Not to mention, the truck was left on empty when we picked it up and we had a time crunch to begin with. Very unpleased with this experience.
Cole JThe location was inexplicably closed during normal hours on a Friday.
KEVIN TExcellent customer service; very accommodating; super convenient to Marshall, The Plains or Delaplane. The business is also woman owned,
rosanna sNot make me drive 70 miles to get the trailer.
Anthony PNothing to improve upon. The woman there was friendly and easy to deal with.
Lawrence CAudrey was great and very helpful!
Jennie ONo one around and was charged an extra days rental when it was returned on the day requested
JOSHUA AOnly issues that I had were with the Uhaul website during pickup and drop off. I also had to wait some time at the gate for it to open up.
Elizabeth BWell well well what can I say I have traveled all the way from Texas to this quaint little town in Marshall Virginia and the first face I saw was a heavenly face she took care of me and my family to make sure that everything was checked in properly. This Hass to be by far the best U-Haul location. And Dolly Parton she can keep on keeping on
Joe SStreet side signage would help.
Ned SI rent you U-Hauls a every week. I have never been to such a professional location. I’m not sure who that older lady is that runs the place but she knows her stuff I wish there was someway I could meet her again I almost hit another vehicle watching her from the side mirrors as I drove away into the sunset
Joe SCustomer service was excellent. Great place to rent a uhaul.
Glenn KThe person who checked me out was a great help
Timothy BI rent your house up and down the East Coast I have never had a better experience than this location what a great and convenient place and Customer Service and the knowledge of the product is unbelievable The lady that works there is a very beautiful and kind
Joe SI tried to return my equipment on Saturday before noon. I was told I had to return it to Warrenton when I called because this location was closed. Warrenton was not convenient and I should have been told this in advance. The excuse they used was because of the virus BUT this was considered an essential service. They were closed on Sunday as well. I was offered a discount of 17.00 when I rented if I returned it to the Manassass location and I said no because it was almost 30 miles further. I had to stay in the Marshall area an extra 30 hours just to return. Then I had to do online return because the attendant WAS OUT TO LUNCH. This whole situation was ridiculous and I think I should get the 17.00 discount for the delay.
Ann VThe rental agent was hospitable and accommodating to my needs. I had to extend my contract one day with out any problems.
Robert GVery friendly staff and helpful.
karl sEverything was perfect. Thank you!!
Yolanda BCustomer service was excellent.
Ronald BThis place is great and no one really knows about it really good service and everything is like they say not like the other U-Haul location in Warrenton which all they do is lie to you I’ve been using Uhaul’s all my life and this is one of the best locations.
Joe SWhat a great inconvenient place and the lady that runs it is really beautiful I will do anything to be with her
Joe Severy vehicle I have rented from this location has a tire problem Someone needs to maintain them.
judith AThe truck was clean & great. The reps were nice & understanding when I had to extend my rental due to a family emergency. But do not double charge your customer. I still have 2 charges on my Credit Card for the rental of the truck. I do not understand why and have asked that it be corrected. The two amounts are for a substantial amount but different totals. One is correct & has the extra SmartMove charges removed as promised when I extended the rental. And the other total is for over $300.00. Please only charge your clients one rental charge. And if you do charge them twice, correct the error ASAP. Thank you .
K CHave been renting for weeks with same drop off. Was called by Uhaul as to where it is. They had not even checked it’s locale. Lady said the owner of the station will call me to verify It was there since the drop day. Was still charged for two extra days I did not use. Campbell
Chris CLocation was "closed" before 4:30. Returning equipment was a little difficult. Would have been nice to have instructions on what to do at the location. Online it stated the contract was to be left in the "box" slong with keys or other things that needed to be returned, but couldn't find the box. Left the trailer in the lot and took pictures....that seemed to do the trick.
William PVery friendly
Melandie HReserved for Warrenton VA, text me 2 days before move to Marshall 20 miles away, went to pick up it was closed at 320 supposed to be open till 4, had to call 1-800 number, over an hour on the phone doing contracts and wanted scanned pic of dl, no cell service in the middle of a cow field, bad communication, truck was high mileage and shook, scratched up all over, had to take pics before I left so I would not be charged, very bad experience, will make sure everyone knows not to use this location.
Bryan BYour agent was awesome
Caroline FA sign on route 709 to notify people of the entrance would be helpful. Theres a sign on the cross road that is very helpful but the turn in isnt necessarily the easiest to tell.
Sean RCustomer Service was excellent! Will definitely rent from this location again!!
Evie MExcellent service as always
Edith HI was scheduled to pick up my truck in Haymarket at 8AM. I had someone stop by on Tuesday to make sure everything was in order and I called to double check on Thursday. Both times I was assured that everything was in order and that I would get an email with the access code the night before. (Obviously the people working at the Haymarket location do not understand how you system works.) When I arrived and followed the directions from your website I was told I had to wait until the store opened at 10AM, but the store had already told me they would be closed on Saturday for Mother's Day. I called your 1-800 and was put on hold for 25 minutes while I had to listen to a recording telling me how easy 24/7 pick up was. Eventually they transferred my reservation to Marshal (an additional 13 miles away). When I arrived there at 9Am I discovered they had made my new reservation for 9:45 and so I have to wait an additional 45 minutes to get my truck. Once again I was on hold for 20 minutes while trying to resolve this. When I finally got my keys it was for the truck parked in the back of trucks parked 3 deep. It took an additional 15 minutes to get the truck out. This location was also unmanned. As a result of all of this I was 2 hours behind schedule and had to pay for 30 additional miles making my bill nearly $40 more than my estimate. Returning the truck proved to be equally difficult as the app did not work and I had to wait until someone came into the store on Monday at 9:35 AM. Everyone I spoke to was very helpful, but overall I had a very bad experience.
Charles M