Customer Reviews for Security Public Storage Ashburn
(U-Haul Neighborhood Dealer)

Rating:

5.0

The lock on the lockbox for the keys was difficult to open because the combination wheels were not clearly legible and they didn’t move freely.

Rating:

3.0

I cannot rate this facility or the personnel there. It was closed at the time we were scheduled to drop off. We had to get help from the main office number, and never met anyone here. I have no information from them at all.

Rating:

5.0

Greeat Customer service Fast and Easy turnover

Rating:

5.0

Had 2 employees ready to help. I was told to just hand over the key and I could leave. Super easy!

Rating:

1.0

Gave me a truck with a broken window and wet seat. Gas cap hanging off. When I requested a different truck at the office, I was told they didn’t have anymore.

Rating:

1.0

It appears that the Onsite Managers do not know how to properly serve U-Haul customers, and don’t know the U-Haul business policies. First they were reluctant to make a reservation, saying all the trucks I saw on their property were reserved, but that turned out to be incorrect information. They said to check online, apparently they didn’t want to work on the matter. After another representative, an assistant manager -who was more knowledgeable, kind and respectful- made reservation for a truck for the next day I felt a relief. However, at the time of the pick up one of the Onsite Managers was alone and he was rude when I asked about the return time and I was pointed out the usual U-Haul policy was different than what he was saying. He suddenly took away the truck key from me when I said I would escalate this matter further and as a retaliation he said he would cancel my truck reservation right away on the computer. I told him that it could be a legal matter and also I would call U-Haul. He eventually gave the key to the rental truck back. After I left I called U-Haul customer service to report the incident, I was even transferred to the regional management, they were very understanding and professional. They didn’t understand the public storage Onsite Management’s return time statement, saying the truck is reserved so available only for 23 hours, when it supposed to be 24 hours and they should calculate extra time to avoid overlapping. It turned out as the customer service checked and confirmed that several same sized trucks were available there to rent. It was probably a personal dislike on their behalf. I was able to extend my rental agreement and the rental return day with two more days with the U-Haul customer service. The Onsite Manager who gave me the key did not show me the truck, didn’t mention to me or make notes about the vehicles’ condition in any way. The truck was not dirty but had some trash in the doors and unwanted items on it. Overall our oral dispute was about nothing, it appeared to be personal, unpleasant, unprofessional and very frustrating experience for a U-Haul customer, they acted like giving out privilege giving out a rental truck.

Rating:

3.0

I would recommend this location

Rating:

2.0

The guy at the desk was very nice & location was convenient but truck was in bad shape. The seat was very uncomfortable, it was like leaning to one side, thank God it was just a local move. The seat was very difficult to adjust, drivers side window did not close all the way & did not move at all, handle was broken. I was also upset as I had chosen NOT to have the extra insurance but did not realize I was charged for it til later that evening after I returned the truck…

Rating:

4.0

I had a 9am pickup. They weren't open right at 9am but only a few minutes late and got me in and out quickly. The truck had a broken window handle. Otherwise, the experience was great--no issues.

Rating:

5.0

Easy from start to finish

Rating:

5.0

Your app is garbage. In todays environment, you need to do better. I did all the registration stuff a day early only to have to do it all over again when I picked up the equipment. This was the second week in a rown where I requested a furniture dolly and pads and neither were provided. You need to completely overhaul you app, it is just a little better than worthless.

Rating:

5.0

When I went to check-in on my phone, I was told by the portal that some piece of hardware hadn't been registered to my reservation and that I had to call support, which indicated that I would need to wait on hold for 20-30 minutes. Luckily, there was staff on-site who was able to tell me that they didn't have the extra dolly I'd reserved. In the future, just message the user and tell them that X piece of equipment isn't available rather than having them screw around on hold.

Rating:

5.0

The truck is very old, drivers window has a gap that let air filter, breaks where not in the best condition. Customer services was excellent!!

Rating:

5.0

Very good service.

Rating:

4.0

It was pretty good. I wasn’t too happy about the utility dolly I asked for not being available at the location. I also wasn’t given the furniture blankets I asked for. Luckily nothing was damaged.

Rating:

3.0

I arrived just as the location closed, so I didn't have contact with any employee except for one person who was leaving who instructed me on where to park. Large lot with plenty of parking even for larger vehicles. The only issues I had was with the app. Needed to take multiple pictures before the app accepted the photo.

Rating:

5.0

Dropped off at night so no personal interaction.

Rating:

5.0

I was in town to assist family & was very impressed with this location. The staff, Abel Solis in particular, was quite pleasant and professional. I highly recommend this location.

Rating:

2.0

Make it clear when customers call that have an 8am pickup that they should use the app to pick the truck up. This facility did not open until 9am. I spoke with the site the day before to confirm and they did not tell me there would be no one around at 8am.

Rating:

2.0

I did the self pick up option for the truck. The gas was on half a tank and luckily I took a picture of it so I wasn't charged for not refilling it to full. There was a table left over in the back and when I went to drop off the truck, I was charged for it, even thought it wasn't mine. The truck was very clean, but I suggest that you ensure that the trucks are empty and filled with gas so there aren't charges that may come up for others. I was a first time U-Haul user and I didn't think I needed to take a picture of everything. If I hadn't taken a picture of the gas, even more of my money would be gone for something I didn't do.

Rating:

1.0

When a person return the car in the same condition do not charge cleaning cost

Rating:

3.0

Wass supposed to get a $7.00 credit if returned with 1/4 tank or more of gas. Didn't get it.

Rating:

5.0

They opened a bit late but I still tirned everything in wothout any issues

Rating:

5.0

Very easy drop off with clear instructions and well marked areas.

Rating:

5.0

The truck was extremely dirty inside. There was mud all over the floor.

Rating:

5.0

Everything was great We own a Uhaul dealer in illinois I thought that the mileage charge was a lot higher than normal?

Rating:

5.0

It was an incredibly smooth experience I was out on the road in minutes and I could not have had a better attendant. Unfortunately I had forgotten his name but he was on duty at 12:00 noon on Saturday May 25th. He was wearing the black polo. Anyway 5 star service I will rent from this location again.

Rating:

4.0

Drop off key box location sign. Parking sign

Rating:

3.0

Everything was locked even though there was a "OPEN" light flashing in the window beside the entrance. We finally called the number for the location and was told they could see us and leave the truck where it was, drop the keys. I suggest if personnel are not in the office, turn off the OPEN light and replace it with a "STEPPED AWAY, PLEASE CALL THIS NUMBER..... ".

Rating:

2.0

When renting vehicles, they should be cleaned properly. My vehicle had things in the cabin of the truck, left behind, and the dead mouse in the back, wedged between the wood framing. Leaving a horrible smell

Rating:

1.0

i am charged twice, is it a scam!

Rating:

1.0

This location was supposed to open at 9 I was waiting there till 10am and nobody showed up so I had to reschedule my work which lost me money and come later to get a U-Haul. Worst location ever.

Rating:

3.0

Dolly was not available and has not been removed from my order/receipt. The vehicle had the crack all over the mirror. Some trim was missing in the cabin.

Rating:

5.0

Employee at pickup was quite helpful.

Rating:

5.0

Great price and was super easy to use the app

Rating:

3.0

I wish the instructions on how to get the vehicle were sent in advance; instead of me calling the support to figure out how to.

Rating:

5.0

Everything was perfect. The guy working there was friendly, quick, and professional. Appreciated that the vans had grip mats

Rating:

5.0

Perfect and easy

Rating:

5.0

we had no furniture pads available

Rating:

3.0

The mobile application didn't work correctly causing me to call the support line increasing my time for picking up my truck signficantly

Rating:

5.0

It was all i expected for a rental company

Rating:

3.0

Roadway to enter drop off very tight for Uhaul vehicles

Rating:

5.0

Was a great location, easy, fast, and efficient! Very nice people too. Some of the supplies I ordered, however, was not available.

Rating:

3.0

There was a lot of trucks there not much parking but we made it work overall it was a good drop off location

Rating:

5.0

Easiest rental I’ve ever had. Truck was good to drive. Plenty of power, easy to load and all electronics functional

Rating:

3.0

The website is not user friendly. I reserved the van, but later found it was not available. I then reserved the small truck, and again found out later it was not available. I had to reserve the larger truck since that was the only one available at this storage location. When I picked up the truck, I saw multiple smaller trucks available. Seems the system "pushed" me to the larger, more expensive equipment. To assist future customers, UHaul should be willing to relocate from nearby locations the equipment that is reserved, and not automatically change the pickup location.

Rating:

2.0

My family and I waited for an hour while trying to drop off the U-Haul. While following the drop off steps it told me to put the key in the Dropbox which I tried finding for 35 minutes. I called customer service and waited another 30 minutes just to be told that the location doesn’t have a Dropbox and I’ll just have to come back in the morning to drop off the key.

Rating:

5.0

The only problem I encountered was that my online reservation was not in the computer. However, we received a truck anyway and it was smoothe sailing from there.

Rating:

2.0

I could not pick up my rental truck at my reserved 9 am time since no employees were there. I called the UHAUL number twice - the one that was listed on the door - before I finally got a person answering the phone at another location who said they would call the person responsible to be there to assist. That person did not show up until after 9:15, appeared as if they just woke up, and did not offer me anything for my inconvenience….not even extending my return time to get my full 8 hours. Not a location to do business with in the future.

Rating:

1.0

Milage incorrect and no dolly per my reservation.

Rating:

4.0

I had booked a truck and I was going to use the app and the 24/7 availability to pick it up before the store opened. I had booked the truck a week out. I arrived early on 10/9 to get the truck. Didn't work, couldn't get the truck. Had to wait for the store to open. Wasted 45 minutes waiting. Someone could have called in the week before I was supposed to pick up my rental to let me know they didn't have the 24/7 option and to come when the store opens. Dropping the truck off was a pain too. The app wasn't working, I had to call customer service. It took am hour to drop the truck off. After a day of moving this was an inconvenience with how complicated it was getting the truck and dropping it off.

Rating:

3.0

Everything is good but the people who is working there they thought they we’re only working for storages not for uhaul ,

Rating:

3.0

Have keys in the box mobile pickup and have dolley available that were reserved

Rating:

5.0

Great customer service and easy in and out

Rating:

1.0

I had a very bad experience with U-Haul and this location. I had reserved the truck from 8:00am until 8:00 pmFirst, I had registered for 24/7 pick up and had called the office 4 days before my rental to confirm it was set up and I knew how to pick up my truck. When I arrived at 8am, the scheduled time for my pick up, the app would not let me pick up the vehicle, and I was told I would have to wait to pick up at 10:00, when the office actually opened. As I had specifically went with this location because of the ability to do 24/7 pick up and was on a tight schedule, this was a very large inconvenience and messed up with my ability to keep my move on schedule. When I returned to the office at 10:00 am, the office employee was not yet there, and I had to wait an additional 10 minutes for the employee to show up. The employee gave me the incorrect truck, a 10 ft truck, rather than the 15ft truck I had reserved. In addition, this truck had low tire pressure, and I was told it "isn't a big deal". I didn't notice the mistake until I got it to my house. I promptly called the office to get the situation straightened out, and the employee told me that I could return it for the proper truck. Finally, 3 hours later than my original pick up time, I had the correct truck and was able to start my moving process. I was very upset to find soon after that, that the employee had changed my reservation return time to 4:00pm. That is 4 hours earlier than what I had reserved for. It was extremely stressful to try to make sure I got my entire move done in this extremely short window of time of 5 hours (when I had originally booked for 12 hours). Moving is a stressful process, and this U-Haul facility ended up creating more stress and chaos for me and my family.

Rating:

5.0

Great guys to work with