Customer Reviews for U-Haul Moving & Storage at Randolph Rd

Rating:

5.0

Good job

Rating:

2.0

Teach your workers to load a car onto a dolly, especially if I had to pay for the service. Car took damage because the straps fell off and we didn’t even know the chains weren’t put on correctly.

Rating:

1.0

Costumer services on the front desk terrible with an angry face bad attitude. Truck was pulling one side need alignment. Reverse sound didn’t work

Rating:

4.0

THIS is an unfortunate location primarily due to urban-suburban sprawl and traffic congestion. Customer parking was difficult at best, and being swamped by day workers who somehow got into the fenced lot past the guard (? - he seemed to be an attendant/U-Haul employee of some kind who wore an orange safety vest and appeared to be attempting to keep the crowd of obviously “migrant” workers OUT of the lot). Next, getting to the lot to pick up the truck was “interesting,” in that one needs to drive behind the office to another lot where the trucks are packed in like oversized sardines. I’ve driven trucks. BIG trucks. Military M35’s and LMTV/FMTV’s and I had to ask the lot attendant to get the truck past a parked truck (returned without a key he said) and a trailer which was sticking out in the lane about 3 feet past the line. NOT a very smooth operation. Again, an unfortunate location compared to many others.

Rating:

3.0

U-Haul will not pro-rate rent for a storage unit. When your payment is received, your monthly payment carries you until your next monthly due date.

Rating:

5.0

Rates are good. I was a walkin, and pickup was quick and efficient. Return was super easy, and the emplyees were pretty cheerful!

Rating:

5.0

I love UHaul as a company and feel that they are very customer oriented. My only comment is that there should be a bit more explanation/guidance on utilizing the app/signing into the website as an integral part of the rental process. I was confused as to whether one had to actually download the app onto my phone and at the same time, wasn't clear how simple it was to log into the main UHaul website. Just having more explicit guidance on that at the checkout would have saved me a lot of confusion (esp. since this stuff isn't clearly explained on the digital contract). Otherwise, loved the truck and the driving experience.

Rating:

4.0

Counter staffing needs more help.

Rating:

5.0

The overall experience was very good. UHaul personelle were very accommodating. Special shout out to the front of house folks for their professionalism in checking me in. Also, meeting Jose, the general manager who directed me to the truck.

Rating:

5.0

Excellent customer service

Rating:

5.0

Overall excellent, but the wait to pick up my trailer was longer than needed or expected. It would be great if there could be a way to check in and pick up the trailer without waiting in line

Rating:

5.0

Easy access. Tons of supplies. Friendly staff

Rating:

4.0

no room on site to leave a car overnight when returning a car trailer and needing to leave to unload the uhaul truck.

Rating:

5.0

5 star ⭐️ ⭐️⭐️⭐️⭐️ clean place costumer service 🔥 thank you one more time

Rating:

5.0

Fast check in and check out. Attentive help in hitching and unhitching. Convenient hours

Rating:

4.0

Everything was smooth from pickup to drop off and quick to receive receipt right after drop off was great. My only minor issue is that the Front Left Tire had low air during pickup and this message was being displayed on the screen as well, so after drop Air Pressure should be checked in tires and the inspector should see any dashboard messages to have it resolved before getting it ready for the next person.

Rating:

4.0

Unfortunately some of the The furniture pads were gross and smelled

Rating:

5.0

Awesome service

Rating:

5.0

Mantener su buena atención

Rating:

3.0

Took over 3 hours to install my hitch. Absolutely no communication from employees. They were friendly when I checked in

Rating:

4.0

We filled our tank, and they still charged us for gas??

Rating:

5.0

Fabulous -- both the man who checked me in and the man who hooked up and disconnected the trailer were both kind, courteous, and professional. It was a wonderful experience. Thank you.

Rating:

5.0

Keep up the good work!!!

Rating:

5.0

Great team of employees there. They were very professional and did an outstanding job. I commend them for a job well done. Thanks!

Rating:

1.0

We have rented many Uhauls in our lives. This was by far the WORST pick up we've ever experienced. We purposefully selected to pick up through the app so as not to have to go in to the shop and wait in line. We had a very carefully calculated schedule with specific pick up times at numerous stops. We arrived 20 minutes before our rental time began. We went through the prompts on the app and were given a truck number that did not exist in the lot. We went inside to inquire and were told we needed to wait in the VERY long line. We asked to speak to the manager. He was not onsite. We were given his card. We called and got voicemail. We were sent a note to call 1-800-Uhaul. After waiting in line, we were told, "Oops! That truck is in the back lot. We'll bring it around." We waited for that to happen. Eventually it arrived. We went to move the truck and there were no keys. We had to go back inside and say there are no keys in the truck! The employee handed them to me and said, "My bad." Because of the hour and a half delay with all of this ridiculousness, we had to reroute our trip requiring substantial additional miles, gas and time. We've been sent a bill for an additional $51.65 for miles and gas. Is this the kind of experience Uhaul wants it's customers to have????

Rating:

1.0

Make sure to consider customers time when you “guarantee” a location. U-Haul switched my location for pick up and drop off which made my entire moving experience draining & horrible. Having to go out MY way to pick up a truck at a different location and then wanting ME to pay more when it was a mistake on your end. Then calling me 1 hour before I wanted to drop off the U-Haul to tell me I HAVE to drop off the truck at a different location because the one I was suppose to go to was “too packed”. Completely horrible experience & hope someone can get inventory figured out better.

Rating:

2.0

Truck was filled with garbage and broken furniture

Rating:

1.0

I was also overbilled. The receipt showed more mileage than actual use.

Rating:

4.0

The car returning places were super crowed when I returned the truck. I was instructed by the staff to drop the car key but later was told I hadn't returned on time. Fortunately, after several contact with the representative, the issue was solved and the wrongly charged amount got reimbursed.

Rating:

5.0

Check out and check in were flawless. Everyone was helpful and professional. My only "issue" is lack of signage at this location. No large U-Haul sign at the office side entrance, no signage at the back where equipment is picked up / dropped off pointing to where the office is. Entrance to main storefront looks like it is just a storage office, not a rental office.

Rating:

5.0

Great experience! The employees were friendly and very helpful. They hooked up and unhooked the trailer for me and didn’t make me try to back it into the spot. Rather they used the dolly to move it which was very helpful.

Rating:

4.0

This is the 2nd time at this location that the fuel level was over 1/8th more empty than what was on the contract. Not a dealbreaker but with a 40 gallon tank, it’s another $15-20 extra expense. I also run a business & don’t have the time to go back in & stand around in line to dispute it, but I will should it happen again.

Rating:

5.0

Excellent layout of the parking lot for after hours drop-offs as well as an easy and fast check-in process.

Rating:

5.0

The staff are so helpful! I really appreciate their knowledge and help!

Rating:

5.0

Unfortunately, I have to give you a bad review from our rental van this past Saturday, March 15th. The van literally smelled like a death body was delivered in it.(I'm not exaggerating believe me) Please under no circumstances rent a van to a customers smelling as bad as the one we got to use this past weekend. Thank you Carina Leal Provisions Office Manager

Rating:

3.0

Too expensive

Rating:

5.0

Melissa and everybody nice. Improve? Parking right there for customers not across street at dollar Store. Though I did go in and got some bargains ! :)

Rating:

3.0

Stains on seat and vehicle somewhat dirty but not more than expected.

Rating:

3.0

The rental process was easy, the staff was pleasant. The vehicle was ok (driver’s door needs repair it does not shut without having someone on the outside slam it)

Rating:

3.0

I was supposed to get some kind of receipt to my email. where is it? how much did I pay? hello? I tried calling your specific location. it was put on hold and then somebody else answered from some other location because I want to know how much it costed for the complete rental and nobody is telling me anything. where is my receipt???

Rating:

5.0

Excellent and efficient customer service.

Rating:

5.0

Quick, efficient, friendly.

Rating:

5.0

Please continue to hire the quality employees that you have. Your staff members are well trained in customer service.

Rating:

1.0

Maybe get the customer's email correct. I've been getting stupid emails since this whole rental started and I'm not the person renting at all.

Rating:

5.0

I have been coming to that location for decades, love it!

Rating:

3.0

I'm not in UHaul locations very often so I have limited comparables.

Rating:

4.0

Can of truck not clean

Rating:

5.0

Actually, better than expected

Rating:

5.0

Everything went well.

Rating:

5.0

Un personal muy amable encantado de volver a ocupar su servicio

Rating:

5.0

Speedy service, friendly atmosphere and clean environment

Rating:

5.0

We had some changes to make and Nicholas was professional and informative. Very friendly. A great experience.

Rating:

5.0

You staff is SUPER friendly and well supportive… Especially the female that check me in when I returned the truck. She is a boss at business. Please see to it that you consider her for a higher position… Also, the young men that assisted with me getting a unit was very professional. You are doing a Great job with training your employees… The entire staff carries themselves PROFESSIONALLY at all times since I been there… 10/10

Rating:

5.0

I know finding good workers like your staff now is hit and miss thing, however never forget to give them a raise when it’s due!!! They are all good staff workers!!

Rating:

5.0

Excellent.

Rating:

3.0

There were rat traps with mice stuck on them, inside both storages! The uhaul windshield wipers did not work. The load I was towing tire blew!

Rating:

5.0

I kept this storage unit for 14 years. The staff was always friendly and helpful, particularly in the last couple of years. This last time, as I was emptying my unit, the staff was extremely helpful, outperforming themselves

Rating:

1.0

Dear Uhaul Customer Service, I am writing this email to express my extreme disappointment and extreme frustration with the recent Uhaul truck rental and storage experience I had. To say that it was a terror of an experience would be an understatement. I have encountered numerous issues that have left me feeling frustrated, inconvenienced, and even stranded. To begin with, one of the most basic services I paid for, moving blankets, was not provided to me. This lack of attention to detail is unacceptable, especially considering that I specifically paid for them. This already set a negative tone for my experience with Uhaul. Furthermore, when I tried to resolve the issue of my drop-off location, I had to speak to several customer service agents who were not only unhelpful but also rude. Their lack of professionalism and unwillingness to assist in finding a solution only added to my growing frustration. As if these problems weren't enough, I was then quoted the wrong price when I went to retrieve my storage unit. This discrepancy caused unnecessary confusion and wasted my time, as I had to go through the process of trying to correct the quoted price, which also had no resolve. The situation worsened when, after the store closed, my passcode to enter the storage facility did not work, and it still hasn't been resolved even after 24 hours. This left me unable to access my belongings and caused significant inconvenience and distress. To make matters worse, someone blocked me in with another Uhaul truck, preventing me from moving the remaining furniture and forcing me to sleep in my car. Neither Uhaul nor myself were able to get in touch with the property manager to resolve this issue promptly. This lack of responsiveness and assistance is simply unacceptable. I must also mention that I spoke to numerous customer service agents and even the customer service manager, who demonstrated a lack of knowledge on how to resolve any of the issues I faced. This further added to my frustration and disappointment. To add to the misery of the situation, Uhaul connected me to roadside assistance and attempted to make me pay out of pocket to have the Uhaul truck, which had blocked me into the storage parking lot, removed. This is yet another example of Uhaul's negligence and failure to take responsibility for the problems caused. In summary, nothing got resolved, and it was a domino effect of bad events as a result of Uhaul's negligence and poor service. This entire experience has been a nightmare, and I demand a prompt resolution to all the issues I have outlined.

Rating:

4.0

Un empleado de alli me advirtio que si dejo mi carro parqueado afuera hasta descargar la oficina llamaria a la policia para que se lleve mi carro, yo tengo pagada una bodega alli contrate un camion para moverme alli osea? hasta que llego Jose Amaya y fue cordial y explico la situacion. Lo siento por este comentario pero es como sucediron las cosas.

Rating:

4.0

The Computers were Down when we arrived. But The Reps work through and provided great service.

Rating:

4.0

The only complaint is that some kind of flaky yellow material fell from the roof onto my stuff; some kind of insulation, I suppose. You might wanna look at that. Otherwise, perfect.

Rating:

5.0

Storage facility immaculate. Staff friendly and extremely helpful. Highly recommend!

Rating:

5.0

Great staff and the facility is always clean and well maintained.

Rating:

4.0

Several issues with the key pad. However the employees were excellent. Also, having to maneuver around u haul trucks is the down fall for this location.

Rating:

5.0

nice place and easy to do business

Rating:

2.0

When I went facility my storage door was open and some things were missing

Rating:

5.0

I had the most unfortunate experience of loosing my job and had to put my stuff in storage..The staff at the storage made me experience there very wonderful. The manager worked me everytime i need some form of assistance and even afforded me the opportunity to remove my stuff with a settlement before they were placed on oction. I would recommend this facility and uhaul on the whole everyone thats in need of this kinda service.

Rating:

1.0

I was unable to access my storage unit during the facility's access hours.

Rating:

5.0

The code to enter sustem is very confusing and requires help as there are so many code pads. Some work, some do not.

Rating:

1.0

Upon the day of my move-in May 31, 2023, I arrived with movers and had know access to the unit after being told that the access pad would be working. What a terrible position I was in with the moving company. They were surprised as well as myself. My things are now somewhere located in a storage facility in Columbia md until they can deliver my things to Rockville.

Rating:

2.0

They blocked all the sliding doors with the truck. It was hard getting your stuff in

Rating:

3.0

Still have not received notice that I will get the first month free along with my one-way move

Rating:

2.0

My documents were destroyed by rats at the facility. So I lost some important papers. I also was charged for unit #2006 for May 2023 even though I closed the unit on April 29, 2023.

Rating:

2.0

Found rat droppings in my files! Shredded some important papers. I've been charged for May for locker #2006 even though I closed the unit on April 29, 2023. I'm extremely disappointed in the service.

Rating:

4.0

A bit pricey, but otherwise good

Rating:

5.0

Great service

Rating:

2.0

Because of the excess number of trucks, the staff were parking at the storage area loading dock, blocking our ability to back up to the customer loading dock. This was very inconvenient increasing the chances accidents and causing us to move the carts around were the trucks were parked and being moved around. This is also Liability issue for U-Haul. This is unacceptable. Many times customers were parking their cars away from the loading dock. This wasn’t as much a problem in November but got worse in December.

Rating:

5.0

The manager is awesome and the young man working in the back on the 29th in the afternoon was excellent in friendliness and assistance.

Rating:

5.0

Staff is always professional, polite and efficient! The manager goes above and beyond and works tirelessly to upkeep the u-haul property! Extremely organized and Very impressive! As long as this keeps up, I will always use this location for my moving and storage needs!

Rating:

3.0

Only thing that I would recommend is to put an advisory sign at entrance point of lockers that say no piggybacking into the building because that happened to me and that is a security issue to people unloading there items into the building from there vehicles.

Rating:

5.0

The staff and Mr. Amaya customer service was great.

Rating:

4.0

Not easy to use carts to move in bigger items because narrow. Storage unit is fine

Rating:

5.0

It has been a really good experience. I was abroad feeling that all my belongings were safe and in good hands. The air conditioning/ climate control was so good! My only recommendation would concern mice. My effects were not damaged but were full of mice carcasses and droppings. Thank you.

Rating:

5.0

Excelente atención, y muy limpias instalaciones

Rating:

5.0

Sería superb si se establece un area para sacar y entrar a los storage sin problemas del almacenamiento de los vehículos de U-Haul. Deberían colocar camas altas para vehículos pequeños de U-Haul para hacer espacio.

Rating:

5.0

Clean, well lit, easy access. courteous staff!!!!

Rating:

5.0

This was one of those emergency needs because of a change in schedule. Thanks so much for coming to the rescue!!!

Rating:

2.0

The front door was open all the time, staff are not frindly, stupid people. The storage unit door was damaged. Place ia a mesay

Rating:

5.0

Jose and Jessica are the best!!

Rating:

5.0

Thank you for your patience and support. I will always be forever grateful for your help during that period of homelessness. You guys are the best!!

Rating:

1.0

Was charged for a storage when I had in my reservation to get 30 days free since I had a one way. In addition, there is a sign out by a major road displaying, one month free how can I be charged? It's a special too. He never apologized he didn't explain who I am getting my money back, no apology nothing. I wanted a larger unit he just said there were none. I think he said it because the line was getting longer and he did not want to look which...he didn't. And on top I received a very strained up unit. Poor service he provided. Don't have his name at this time.

Rating:

5.0

This facility is great - clean and convenient! Professional staff.

Rating:

3.0

I did not realize that they do not prorate use days. moving out experience was bad. i called, left several messages and no one called me back. Had I known we were not going to receive reimbursement for the remaining 20 days we would have moved out later. Terrible communication.

Rating:

5.0

We mostly dealt with Chris at the front desk. He made check-in and check-out extremely easy and efficient. We will be sure to use this location in the future again as needed. Thanks Chris!

Rating:

1.0

The unit was infested with mice. When I gathered my furniture to move out it was covered in mouse droppings and urine. When I raised the issue with the attendant he said there was nothing they could do and said they were not responsible. Clearly there were issues pre-existing as I see there are traps everywhere. Very disappointed

Rating:

5.0

Everything was clean and the staff was very helpful. 5 STARS I just now noticed i have received a $79.00 fee that I do not know what that is related to. In the future, lease let me know of any additional charges before placing them. Norma Champlin

Rating:

5.0

Jessica and Jose were excellent.

Rating:

5.0

Would recommend to others and use again if I have a need

Rating:

1.0

Staff need to be retrained or replaced because they are very curt, and don’t know how to speak to customers in a respectful or welcoming manner. The wait at the counter was two long in both instances and they kept walking away without acknowledging me or explaining why I was left standing there. I was assigned a unit with a used/smeared sticky trap in it, which made me very concerned about rodents. To enter the loading dock I have to enter my code on both keypads but consistently there’s a problem; my code works perfectly on the first keypad, then I’m denied access on the second one. The parking at the loading dock there is a disaster; it’s frustrating, chaotic and dangerous. I’m glad about the air conditioning; that’s it. Negative experience overall.

Rating:

4.0

I could rarely find a parking space in the back of the building where you load in and unload things from storage. Al the spaces where often used to park large U.-Haul trucks which made it very difficult to particularly load or unload heavy boxes or larger items. Parking on the loading and unloading docks should be reserved for your customers who use your storage. That problem was very often very frustrating.

Rating:

5.0

All staff members that I interacted with were considerate helpful and extremely intent on the feeling any of the questions or requests I had regarding my storage needs. I would highly recommend this location based solely on their staff. The facility itself is also very amenable to my needs. And I will continue to advise anyone who needs storage or moving assistance to contact U-Haul at this location. Thank you

Rating:

5.0

The gentleman in the lot area that helped me hook my trailer up was great. Very friendly and helpful.

Rating:

5.0

Clean! Good parking!

Rating:

5.0

I was dealing with Jessica and she was very efficient and kind. She made it very easy.

Rating:

5.0

Wonderful experience. Manager Danny was very helpful in getting me virtually through everything I needed. Other staff very helpful.

Rating:

5.0

The storage area has good lighting and door worked great. 24/7 access code worked! Area clean with pest control. Restroom in great condition and stocked with pandemic needs!!

Rating:

5.0

Excellent and very helpful employees from cleaning to people who check in at the counter

Rating:

5.0

Very courteous and understanding staff. Manager Danny is so patient and explained the process right through. Very wonderful experience and I feel very pleased.

Rating:

5.0

Everything was great! We couldn't ask for more. All the staff was very accommodating and provided great customer service. Thank you.

Rating:

5.0

Daniel Hamza gave us excellent service

Rating:

5.0

Was taken care of by the General Manager who was outstanding. He provided all needed information for storage and trailer rental. Location of storage was very convenient with easy access.

Rating:

5.0

This was a very pleasurable experience. The entire staff was friendly and professional. They were very helpful. They always asked if there was any problems or did we have any questions. There were also some carts we could use to transfer our belongings. I absolutely would recommend this u haul in Rockville again. My other experiences were very below average. The entire move was excellent in Rockville u haul.

Rating:

2.0

I Had a problem back in August 2020 I called the customer service, the customer service tried to contact manager or regional manager, no one called that night or the day after to see what my issue was. No! I did not have a good experience and I will not recommend it!

Rating:

5.0

Great service!!

Rating:

4.0

Staff were very nice

Rating:

5.0

Good job! We were helped. Requested storage was available as promissed.

Rating:

3.0

It is difficult to get close to entry doors to the storage area because of all of the trucks parked at the facility. I found it annoying that the sliding doors were often locked even during facility office hours, and I needed to track down a staff member to use the sliding doors. It was also frustrating that the sliding doors were locked outside of office hours. I had a dining room table I wanted to store at 6 pm on a Sunday and I had to wait until 7 am the next day to store it because the sliding doors were locked during regular access hours.

Rating:

3.0

Very small

Rating:

4.0

For the most part we were very happy. Every thing was clean and well lit. The area that we didn't feel so comfortable with was a person who seemed to camped out locker area every time we were there. I wouldn't hesitate referring people to use this facility. I was not expecting the extra "security".

Rating:

5.0

Staff was friendly and very quick. The climate controlled space is very clean and bright. We're happy with the location and service we've recieved.

Rating:

5.0

no problems with the center directly at all. My problems were with uhaul corporate which is horrible....

Rating:

5.0

Grace was the consummate professional. She expedited the rental process and made it so very easy! You have a great team at this location! ⭐️⭐️⭐️⭐️⭐️

Rating:

5.0

Very friendly staff, understanding, walked me personally to my unit, guided me through the 24hr access procedure. Would definitely reuse and recommend!

Rating:

5.0

We rented a storage unit. The staff was very helpful.

Rating:

5.0

The lady was very welcome.

Rating:

5.0

Staff was very helpful throughout. Storage and trailer were satisfactory

Rating:

4.0

While the service was good all round, the cost of storage was rather high, hence our decision to seek alternative solutions.

Rating:

5.0

Great customer service.

Rating:

5.0

The customer care agent was outstanding. Her knowledge and instructions were very well displayed. Also, the gentlemen that helped me get organized with the van and storage instructions in the vehicle

Rating:

5.0

Great service and helpful staff

Rating:

2.0

They close to early a lot of other store has closed at 9 o’clock. In addition to what I said to email to cancel my account I can send a receive a bill that I should not receive

Rating:

1.0

I never used the storage and they never refunded me my money

Rating:

5.0

My only contact was with the general manager and he treated me well.

Rating:

5.0

Thanks!

Rating:

4.0

We waited in line for over 45 minutes before being helped. This was not the first experience we had in the last year where we waited for an excessive amount of time to conduct business.

Rating:

3.0

Apparent mice residue and smell. Staff very friendly. I booked under the impression that my first month would be free and staff member was able to help resolve when customer service denied to help.

Rating:

5.0

Very good experience

Rating:

5.0

Jonathan Alfaro is excellent. We have unlimited praise for his outstanding professional skills. He is efficient, responsive, patient, and a pleasure to work with. Thank you for a 5 star service.

Rating:

3.0

your people suck.

Rating:

5.0

Owner was great. Adjusted to my schedule. Van was clean. Check in and out was a breeze.

Rating:

5.0

Workers very accommodating although the lines were long.

Rating:

5.0

Satisfied customer.

Rating:

5.0

Storage was very clean and well kept.

Rating:

5.0

A location thisvsize should have a few more employees during peak hours. Great service but wait was too long which makes going to the desk a dreadful experience.

Rating:

5.0

Great staff and service

Rating:

2.0

We reserved a u box online. When we arrived with two cars of stuff. they said they had no u boxes available. We got a unit. Staff was stressed. Manager didn’t see to care. Place is disorganized.

Rating:

4.0

My only suggestion would be to have a staff member available to answer the phones - I called several times regarding my move out and no one answered and no follow up occurred after leaving a message.

Rating:

1.0

Left 10+ messages for manager, never received call back. Stopped by, told the best way to receive a call back was to file a complaint! Online chat told me that 1-month should be free, we were charged.

Rating:

2.0

At the time of taking things out rodents were found inside the things, what he wants to say is that maintenance and cleaning of the facilities is lacking and they have ruined certain things that are v

Rating:

2.0

Got a call my Ubox arrived early & was going to be transferred to Takoma Park. Had issues getting back in touch & locating the box. Call forwarded and no one at corporate helped Uninformed&unavailable