Customer Reviews for Reston Mobil
(U-Haul Neighborhood Dealer)

Rating:

1.0

Subject: Request for Resolution – Failed U-Haul Truck Share Pickup and Reservation Guarantee Dear U-Haul Customer Service, I am writing to express my disappointment with my recent Truck Share pickup experience at the Reston Mobil location (11410 N Shore Drive, Reston, VA) and to request that U-Haul honor its $50 Reservation Guarantee. I arrived at the pickup location at my scheduled pickup time of 9:30 PM expecting a quick and convenient self-service experience. Instead, I found the location was completely dark, making it extremely difficult to locate the key lockboxes. It took me approximately 25 minutes just to log into the app, find the correct lockbox, and unlock it in the dark. After finally opening the assigned lockbox (Box 7) using the code provided in the U-Haul app, I discovered that there were no keys inside. At that point, I had no way to begin my rental. I then spent more than 30 minutes waiting for customer support before finally reaching a representative. After explaining the situation, I was told that my pickup would be rescheduled for 9:30 AM the following morning. When I returned the next morning, I expected the issue to be resolved. Instead, I was told I had to restart the entire Truck Share pickup process from the beginning, forcing me to repeat the online check-in process and wasting even more time. This experience was frustrating, stressful, and entirely preventable. The Truck Share program only works if the equipment is properly prepared before the customer arrives. Customers should not have to: Search for lockboxes in complete darkness. Spend 25 minutes locating and opening the assigned lockbox. Discover that the assigned key compartment is empty. Wait over 30 minutes for customer support. Return the following day and repeat the entire pickup process. I believe U-Haul failed to provide the reserved equipment at my scheduled pickup time, and because of that, I respectfully request that U-Haul honor its $50 Reservation Guarantee. I also encourage U-Haul to improve its after-hours pickup process by ensuring that: Key lockboxes are verified before each reservation. The lockbox area is properly illuminated for customers picking up vehicles after dark. Customers who are forced to return the next day are not required to repeat the entire online check-in process. I have been a U-Haul customer for many years and have always expected a reliable experience. Unfortunately, this pickup fell well below those expectations. I appreciate your time and look forward to your response and an appropriate resolution. Sincerely,

Rating:

4.0

Better lighting for parking drop offs after dark. More parking for drop offs. Better lighting at key drop box.

Rating:

4.0

No human on site for pick up, and online method was not really working. Luckily, spoke with Ashley on the phone who walked me through process. Other than that, cargo can was clean and great and all went smoothly. Thank you!

Rating:

5.0

No one on site to assist with the stressful process.

Rating:

5.0

One of the best locations. Super friendly staff and service. Mobile pickup was a breeze so was return. OUTSTANDING!…

Rating:

5.0

Thank you for your service The lady whom I spoke with was very kind and helpful.

Rating:

2.0

U-Haul app should not allow counter service bookings at the Reston Mobile location since this location requires you to check in online. I was not expecting to spend over 35 min checking in on my own so I ignored suggestions to get the app. I have great experiences at this location in the past but the app is indicative of the common pattern of drawing customers in and then guiding them a workflow that used to be done by an employee but is now extracted from customers with no way to know what the are signing up for.

Rating:

2.0

Process was long, "hung" for 10 minutes waiting, and clerk was of little help. Called and said wait time was 60 minutes!

Rating:

4.0

The person at the counter saved the day. When I signed up the website stated that I can deal with the person at the counter but when I got there, he told me that it’s a self service location. I hope you fix that on your website. He helped me so it worked out. Thanks again!

Rating:

4.0

I’d rather work with people. Customers should receive a “self-service” discount for all the work involved with renting a vehicle.

Rating:

1.0

Location employees were awful and treated me horribly. Were unhelpful and said that they were not a U-Haul location and refused to help at all. Very unprofessional and a very terrible look for U-Haul as a brand. Will never use again, ever.

Rating:

3.0

The mobile process was very complicated and it took us a half hour to get everything set up and approved before we could get the keys to the truck. Please bring back a human at the counter.

Rating:

4.0

There was nothing wrong with the location or anything that the local store can improve. The app and the website were a nightmare to use, and it was the only way to book a reservation at this otherwise convenient location. 1. The website doesn't accept all valid US mailing addresses as billing addresses. Since this will be public, I will not include details here, but I have explained it to a customer service rep. This made it impossible for me to book. 2. My friend was able to make a reservation, but when she added me as an authorized driver, the form to input my driver information would not submit. The image OCR read my driver's license accurately and filled the form correctly. There was a red box around my name as if there was a validation error, but no explanation of what was causing the error. Hitting the submit button only refreshed the page. We eventually called the help desk who manually checked us in. 3. It would be helpful if we could have been prompted to add the driver information during the reservation process, before trying to check in. We were outside in the heat trying to take pictures of our IDs and reenter billing information that was already entered. This was not very user friendly. 4. The customer service employee, who helped us when we called, was courteous and helped us really quickly. Without him we would have given up completely. 5. The website mentioned that there would be straps inside the van for us to use to secure the cargo. There were no straps. It would be helpful to know what supplies we need ahead of time, so that we aren't scrambling for alternate solutions at the last minute. 6.

Rating:

3.0

I scheduled to pickup at 8am at a different location and do mobile pickup. Upon. Arrival the app said to contact support who told me I could not get a truck. They then sent me to a different location. When I got there the app said pickup was at 9:15. I had movers arriving at 9am. When I could finally check in, the app would not register my photos of the truck. I again called support who told me to take normal photos on my phone for my own record and just take the truck. AT THIS TIME, I WOULD NOT CONSIDER USING U-HAUL AGAIN NOR RECOMMEND IT TO OTHERS. Not a good experience, not what I paid for, added stress. The temperature outside was also above 90 but the trucks AC wouldn’t not work when accelerating.

Rating:

3.0

Have gas in it.

Rating:

5.0

Turning in the truck was a breeze.

Rating:

1.0

was charged a cleaning fee despite returning a completely empty and clean truck. Said there was furniture in the truck but all I hauled as sports equipment like bats and balls. Either some clerical error or outright fraud. Have called twice to dispute.

Rating:

3.0

Truck windows were filthy. Employee could provide only very limited information. Online check in was not very easy to use and required a call to a service rep to correct an issue with the rental. Reserved size truck was not available.

Rating:

1.0

With the exception of the customer service rep, the entire experience was a nightmare. Ending with being told to put the big fat key in a drop box that doesn’t have an opening through which it will fit. The whole process was broken.

Rating:

4.0

UHAUL should be ashamed of its online login. It is the worst i have ever encountered.

Rating:

1.0

This automate, no human, we won't help you ever system SUCKS. I am never using Uhaul again. Hire people

Rating:

5.0

Extremely pleased rental and associate.

Rating:

3.0

Berry good 👍

Rating:

4.0

Overall this was an excellent pick up location, and the employees were very helpful. Two things that could be improved are: 1. We weren't allowed to park our vehicle on their lot when we picked up our rental; we had to park on the street. It wasn't a big deal for us, but it might be for some customers. Maybe that information could be shared when making a reservation, or the Reston Mobil can rearrange some things on their lot to allow for customer parking. 2. I could not fit the rental van's key through the slot of the dropbox upon return. Fortunately, I was returning the van during business hours and could just give the key to an employee, but it would have been a very stressful situation otherwise. The drop box needs to be repaired/replaced to ensure the keys will fit.

Rating:

5.0

To much questions to fill up, it should be easier specially for old people. Thank you

Rating:

5.0

Excellent service. Thanks for making my move easy.

Rating:

5.0

Nothing! Start to finish, I felt you all were friendly and professional. Thank you!!

Rating:

4.0

I tried to call to location many times but no one would respond. The door to the gas station was locked and only by luck the lady who was working walked over while talking to a friend on her phone.

Rating:

4.0

15 foot truck I was issued this time had too much play in the steering.

Rating:

1.0

Owner of the location consistently hassled me for the truck parking location during the rental time period. I had a 24 hour rental and they told me they were going to charge me to remake keys prior to the 24 hour window of returning the truck expired.

Rating:

5.0

The location and staff were they high point. The mobile experience was a low point. Too many variables with application settings and location services. Either find a way to improve, change, or cease offering.

Rating:

5.0

Reston Mobil location was professional, courteous and well informed as to équipement and contract terms etc. We really liked the pick up and drop off expérience. It would be nice if the counter service was available until 5 instead of 4 pm. But it is not a significant problem because after hours drop off is available and I have done that before with no issues.

Rating:

5.0

My experience was excellent.

Rating:

5.0

The app required too much information and was not user friendly.

Rating:

4.0

The customer service was great, the only difficulty was getting use to the App as this was my first time using it though in the end the App was very useful.

Rating:

4.0

Vehicle was low on Fuel & in spite of a big lot no onsite parking is provided. Great location apart from the 2 points above.

Rating:

5.0

Muy buena atención

Rating:

1.0

First, i reserved the truck from the Chantilly location and was notified a few days before pickup that i had to go to Reston. Reston did not have the equipment i requested in my order (furniture dolly's), I called U-Haul and they sent me to Sterling. They did not have the dolly's either. I decided to purchase them from Home Depot, and on my way there, i stopped at the Chantilly location (Westfax Rd, i believe). They did not have dolly's either, however, i was able to PURCHASE what i needed. What upset me the most was that they had 10 15 foot trucks in stock, yet i had to go to Reston. The staff in Reston was less than helpful/

Rating:

1.0

The lady that checked me in took 30 minutes because she said my home address was listed as the end address and she couldn’t figure out how to change it. This likely changed when my pick up location was changed as I entered the information accurately in my online order. Also, the truck pick up was at a gas station and the truck only had half a tank of gas.

Rating:

1.0

I returned the truck clean, but I was charged $35 cleaning fee. This is not fair. You guys can’t charge people just because you want to. I want my $35 back! It is not about the money, it is about the principles.

Rating:

4.0

Office was closed when I arrived, but customer service rep on phone was very helpful!

Rating:

5.0

Perfect experience

Rating:

4.0

Did not have the dolly that was requested ( furniture)

Rating:

1.0

I was charged for extra fuel by this location even though I put in more fuel in the car then what I picked it up with

Rating:

1.0

Ha. Too many things to list.

Rating:

5.0

The initial truck that I was assigned had a check engine light on. I had to talk to the attendant about getting assigned another truck. Additionally, the dolly and furniture blankets were not in the truck when I arrived and I had to ask the attendant for those as well.

Rating:

3.0

App was slow to update and as a result the process became very complicated. The lady at the location was very helpful though. The people on the support phone line were not.

Rating:

4.0

Note that the "personnel" question is immaterial. I did the whole transaction on my phone and didn't interact with anyone. I did have trouble getting the app to read the QR on the facility door to confirm my location, though this is likely an app problem rather than a facility problem. Tried a few times and it didn't seem to take, the app then told me I'd have to do it the old fashioned way with papers and such. Then, it seemed to change its mind and let me continue on the phone (finally read my GPS location, maybe?). No problems after that.

Rating:

3.0

I hate the dumb way I needed to book with the app. It took over 30 mins to drive off with the car. That’s dumb.

Rating:

3.0

N/A

Rating:

3.0

Lights where the key drop box is.