That truck especially is in rough shape. It clearly has been in a minor-ish accident (it has a cracked bumper) and the brakes were really bad. I understand that the rental spot is self-pickup but it’s crazy to me to have the agent know nothing about U-Haul too.
Kyle R
Customer Reviews for Reston Mobil
(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.
I dislike the policy of starting and ending rentals on partial gas fills. It makes it difficult to put in enough to not be penalized for underfilling, yet there is no discount for overfilling. The gas gauge has poor resolution and the staff will not inspect the vehicle at time of return to say “good enough”.
TIMOTHY UThe lockbox was broken, and I could not access the keys to the truck I had reserved. I had to take a smaller truck than we had planned on and made the entire process much more difficult. The call I got from customer service was extremely condescending and it seemed like they did not care at all about the situation. I will never rent from U Haul ever again and will caution others from using it to avoid this headache.
Sean BDid they charge me a lot for the truck because I only used it a few miles?
JOSE AThe automated fuel gage recording/system was incorrect. I am having to dispute an erroneous extra fuel charge. The system does not make it easy to dispute when there is an in-person return process. The U-Haul insurance section on the website is too onerous to decline (have to do it twice). The agent checking someone out should review all estimated charges (not just hand over the document to sign). There was an error in my case where I verbally declined the insurance (providing my own information), but was charged the UHaul insurance on my receipt (I don't think it was a purposeful deceit, but the error could have been avoided if there was a clear explanation of charges on the receipt).
THOMAS AWash the van, clean the windows, and make sure there were no ants in the van.
RONALD HCheck Engine Light was on. The closed hour key drop off box basically fell apart The app is really slow. Also, the store clerk had to give me the keys and couldn’t tell me where the car was. He told me, the van was parked up front so I tried all the cargo vans. The key didn’t work for any. I told him that and he tried to open the vans as well, then Walked to the back and drove up with a van from the back. I showed up early and was still late to get the car out the lot. Awful experience.
Jezhra SChange motor oil light was on.
MARK EThe app was difficult to use, and I work in application testing. The real sticking point is where you need to pay credit card and sign documents. It took almost ten minutes to figure out there were links to different documents at the bottom of the form, as I kept clicking on the link to the agreement near the middle of the page. I thought for a while it was the credit card, but it was just I was missing the document links. I would separate the payment from the document signing, and make the links to the documents buttons in a good sized font, indicating they are documents needing signature. Maybe check boxes to show you've reviewed and signed each one.
Richard VExcellent service and very accommodating staff with solid experience. I felt very well taken care of, the lady went over and beyond. It's not often that I rate service with excellent but this one deserves it 100%. Thanks, Marc
MARCUS VWe have returned truck with fuel rate as required but still were charged for it $11 and we tried to reach anyone fir refund - no lick. Very frustrating, though overall customer service uppn taking truck was good.
IRINA ZI checked in using the mobile app and left my vehicle while moving. There were no signs where I parked to indicate that the space was reserved. When I returned after a long day of moving, the manager had my vehicle towed! It took an additional hour and $200 to get my vehicle back. This manager should be fired, and I am considering legal action. I won't be renting from Uhaul in the future.
Patrick GVery friendly staff will definitely use them again
AMY SI booked a dozen blanket and i’ve been told because i was late about half an hour to pickup the truck, the person before me took all the blankets!
David SIn the truck, a sunshield was broken off and on the dash, the tire pressure system was no longer working, and the details on mileage and gas gauge were obviously not in alignment with the paperwork when I got into the car.
FRITZ DThe fuel tank should have been filled to the top. It was only 1/4 of a tank requiring me to put almost $100 to fill it up. In the end, I only used about 1/4 of the gas when I turned it in so I'm am about around $50.
DAVID BExcellent experience! At pickup, please advise customers of where the reference # is located on the vehicle. I spent several minutes trying to find my vehicle thinking it was the plate #. Otherwise, my U-Haul experience was excellent. Attendant Valerie was very nice and helpful, the price was reasonable, and the online check-in process was very smooth (no annoying need to set up an account & password). Also, the personal phone call from Bobby advising me about my order was much appreciated.
JAMES LOur drop-off process was smooth and painless!
Joshua LAwesome experience
Cameron QIt would be nice to make it clear that this is an in town rental and I need to return the truck to the same location. It was probably mentioned and I didn’t notice.
Anesu MNice woman in charge, truck worked well
LEWIS MVisitar este establecimiento son amables y muy serviciales lo recomiendo
CRUZ EWas easy enough to drop off but the checkout process was tedious and did not function properly, it took several tries to submit. I didn't have any issues but if I did there was no one on site to assist.
Davonte WEasy pick up and drop off. Staff was helpful.
JONATHAN MIm very satisfied
MARWANE BThe U-Haul check in and check out process is almost a joke. Who thinks this customer experience is good?
RICHARD PThere was more than an inch of ice on the windshield which took about 30 mins to clear. It made things delayed. Optimal would be to have the ice/snow cleaned at least on vehicles which are reserved.
JOHN KI am shocked that because of my age I was forced to purchase insurance. I spoke with customer service and they were extremely helpful. I am still awaiting my refund for the miles not driving and the refund for the forced insurance
DOROTHY TThe lady who processed me to rent the truck was very pleasant, knowledgeable and helpful. I was told to fill tank to level i received truck gas level (5/8 full). I drove ~35 mi, did basic math on 15mpg estimate, put 2.5 gallons in it but was charged for 3 MORE gallons of gas (~$15)- which would have FILLED THE TANK. I cannot attach the picture of the before/after fuel gauge to show what i mean. SOOOOO annoyed! Will NOT use this location again.
KATHERINE PSteering wheel locked every time I turned the car off. Had to look up a video on how to unlock it which included using the parking break. The parking break latch was broken.
Arianna RGive reps raise ASAP
NICHOLAS SFast and efficient. Great location with plenty of vans and trucks.
ROBERT KI thank Vamsi for his kindness
ERLINDA EFriendly and efficient staff. She overcame the problems associated with the horrible experience using the online process.
JULIE HGood
MOHAMEDNOUR AVery convenient. The app/online check in process is very glitchy though.
AMY EEverything went well, and the representative at check in was very helpful. We had a glitch with our cell phones, and she accommodated us with a workaround.
DEBORAH HNo issues or areas of improvement needed.
RONNIE FAll these trucks are slightly different, had to experiment a bit to figure out lights and haul vs normal gearing. Is there a cheat sheet somewhere?
Brian JThe bad: They wouldn't us park at the gas station, we had to park across the street. Bathrooms weren't working, they sent us across the street for that too. The driver's side door didn't seem to close completely. They wouldn't refund us for blankets we didn't use even thought they were still in the plastic. The good: Truck was ready to go, staff was great—friendly and helpful, quick and easy rental processing and returning. The movers we hired to help unload were fantastic. Friendly, quick, reasonable pricing, careful with everything we moved. Would definitely use them again.
Gretchen CThe pick up process was a bit arduous. Somehow my pick up got switched to online- maybe user error but I don't think so. The nice lady at the counter was as confused as I was. The process took about 20-25 minutes to get sorted out, but The lady at the counter was very helpful.
Joseph SThe man at the desk was extremely helpful! He even came out to the vehicle to help me when I asked.
KATHLEEN SI would give this location a five-star rating, but...The app was a pain to use and took as long (or longer) than a counter pickup. I know you are trying to save money by hiring fewer people, but sometimes, the human touch is better...
Gamble GThe location was ok, but it's just a basic gas station and want anything impressive. It got the job done. The van itself was clean and well maintained
Thomas BIt would be good to get a piece of paper documenting that the equipment was returned.
BRADLEY JAttendant was very helpful for navigating the confusing Uhaul app. Why don't you put in the users profile a place to store the DL so we don't have to scan it every time? Also, let people know that you are going to do a call to the emergency contact ahead of time - what is that even about?
Michael RThis is my third rental from Reston Mobil ab they have always been wonderful!
SCOTT WThe vehicle condition not in good condition and it is very old vehicle.
NAGASURESH VI decided to use the mobile app for check-in thinking it would be easier. It was not. The entire process took a long time, and it asked for duplicate information multiple times. When I finally got the key and got in the truck, it had very low tire pressure. I ended up switching for a different truck, but that took about 15 minutes, and I had to go through the whole check-in experience again. Ultimately, the person helping was helpful, and I’ll prefer that next time. The app needs improvement.
Jake NI don't want to diminish this location for the overall poor UHAUL experience. I was supposed to do a pick up near Fairfax and at the last minute UHAUL changed my pick up to this Reston location (not close) When I arrived it was clear this location only stocks trucks (I was renting a trailer) Evidently UHAUL was essentially using me to be the mover of a trailer randomly dropped off at this Mobil station. The person working didn't know how to attach it and the trailer was missing parts (electrical wire) I had to drive it all the way to Herndon to get that UHAUL to make is correct. Not how I wanted to start my trip.
Christine POnce you find the online start button it was very easy to complete the process. If you reserve online, however, the agent can’t help you so you have to complete the process online. Easy
Nadia AThe person who handled check in was great!
Curtis LMobile check in is a fantastic idea, but the app had A LOT of issues. I didn't get through all the screens on check in or check out befor I crashed. I got my equipment and so far haven't gotten any surprise charges but it was unneeded stress.
Meredith T1. Wash the outside of the vehicle. 2. Make sure maintenance is up to date such as upcoming oil change. 3. Fix gas pump so Loyalty card can be used instead of having to manually enter the number.
STEPHEN CLocation plays minimally into the experience. What’s been infuriating is the app, (not intuitive what to do next) and the lack of transparency about how much a rental will actually cost. I expected the rental for this van to be about $30 BUT add on the milage fee, the gasoline fee and now it’s more than twice the cost. I will never rent from u-haul again. I rather pay someone on task rabbit or ask a friend to let me borrow their vehicle. Good - bye!
Mildred vI would avoid the inline check-in and return process. Today I too much time and was not an easy app to use.
Victoria SGood service
Iris R