Customer Reviews for U-Haul Moving & Storage at Virginia St

Rating:

2.0

Not even the windshield was cleaned, the Trk-Body_had 8qty unmarked damages, lazy yard guy_could not use the tow dolly caddy_to bring it over to the trk(which should have been already hooked up per reservation. @ 1st entrance to frwy_1(one) of the tow-dolly "lock-in pins"_had NOT been set/checked_and ramp came-out_dragging+blocking traffic. Subsequently, the tow dolly safety chain (passenger side) had BOTH an undersized anchor bolt installed; not even a washer, instead at leas 1 size smaller bolt, with ONLY a self locking nylon nut_which fortunately pulled out_only 20 miles from final drop-off_in W. Sacr. ( had to unload_fix the bolt with a double locking bolt + washed with Red_locktite. Fortunately, I upgraded to the 26' truck_ as the significant rutting of the NV-side of the Tahoe Hill_would have been a catastrophe_ with the 15' or 20'. The BOLT Fix_ was "self performed_as I BOTH had a suitable "temp-hardware fix"_and AGAIIN, had this breakdown_in front of a self-storage unit ... I believe the manager_was a left-over _from the dinosaur Epoche ! ( Veloceraptor-shooting venom ! ) No idea_why the refund on the Tie-Down strap extensions + fiberglass tap_took 30 minutes @ W. Sacr_ ultimately ... left + summarized the transaction correctly @ Your Broadway location.

Rating:

5.0

Everyone was SUPER helpful and friendly. This was a last minute need, and they couldn't have been more accommodating. They got the trailer hooked up and got me on my way with no fuss. Great experience.

Rating:

1.0

This is the worst Uhaul I have ever been too. Everytime it is easily a 45 - 60 minute wait. What is the point of a reservation when you have one person behind the desk helping a line of 10 - not only was this poor girl working the line, she was also the individual who had to go get the vheicle, while 3 other people were wandering around the lot. Couldn't these people be aiding the people up front to provide a modicum of customer service? Does Uhaul even know what the concept is? This company and location is an absolute joke. You continuously put more an more "work" on the customer -take a picture of your drivers, license, take a picture of all sides of the vehicle, TAKE A PICTURE OF YOUR FACE??? Are you kidding me? You can't train a person to verify identity of a human standing in front of them, nor give the customer the option to OPT OUT? Do you seriously mean to tell me, I can board a plane within the United states and beyond and the TSA agent can verify my identity against my boarding pass and a drivers license, and I can't rent a trailer in my home town without this? This is an absolute joke. Shame on your business practices. God forbid you train your people, or offer them incentivizations to stay. I heard 4 people in front of me have to take out their vehicles with a 1/4 tank of fuel or less. further wasintg their time just so you can rip them off when they inevtibly miscalculate how much fuel is left, thus resutling in you screwing them over even more. If you're going to put more and more on the customer, how about you just put self checkout kiosks, and put even less responsibility on the low skill individuals you hire to simply pull around the vehicle and or hook it to the trailer. I will never rent from this company again.

Rating:

5.0

Hire more employees, Katelyn was by herself today. But she took care of business and handled the store with no problem. She definitely deserves a raise.

Rating:

5.0

This is my go to U-Haul location. The team is always friendly & helpful.

Rating:

5.0

Adequate staff to help your people move process along. Current staff great but they could use a little more help.

Rating:

1.0

I waited for almost an hour to pickup my truck. All else was good.

Rating:

1.0

Charged for 100 miles extra I definitely did not drive and I feel scammed

Rating:

1.0

Rude employees and you guys overcharged me. I will dispute the charge and I will not recommend you.

Rating:

5.0

None

Rating:

3.0

The store & its business practices have improved since my last visit there.

Rating:

5.0

The customer service personnel were very courteous and helpful. The general manager was a pleasure to work with and had a very engaging and positive attitude.

Rating:

4.0

I thought I was overcharged. The van had not been vacuumed; the passenger side mirror was cracked impeding visibility of traffic; I brought the van back with a quarter tank over amount required and the attendant said I owed 3.50$ as I returned the vehicle early! I am embarrassed for her for not yielding to the customer as I asked and disappointed at her mannerisms.

Rating:

4.0

Overall good, but always seems understaffed.

Rating:

5.0

U-Haul seems to be doing a great job.

Rating:

5.0

The staff was great, especially the two girl who checked us out

Rating:

1.0

Woman worker this morning extremely rude and disrespectful.

Rating:

5.0

The guy was nice.

Rating:

5.0

Call Me Assist. mgr plz & ty

Rating:

5.0

Awesome customer service and the team was very efficient. Thank you!

Rating:

5.0

Wonderful people, great customer service.

Rating:

1.0

Truck was blocked when I came in to do the contactless pick up. They told me that the I needed to complete the check in and they would switch trucks. Finally the attendant pulled the truck out to me and it was so low on fuel I barely made it to the closest gas station. Since the attendant ended up delivering the truck up to the front and the desk person told me to just complete it online so that she could switch it, I did not think the contactless features were still in effect so I did not take photos. So on top of having to fill up on fuel twice for a 30 mile run, I was then charged $44 additional for thefuel surcharge. This feels like a borderline scam. Ive already submitted a complaint and a refusal to pay. Credit card company is aware. If I do not hear soon I will have them open an investigation in fraudlent practices by this location.

Rating:

5.0

So easy to do, especially the drop off part - no waiting!!

Rating:

4.0

Need additional help at check in. Long and terrific person at the counter doing her best. Waited 30 minutes in line.

Rating:

5.0

Excellent experience, the van was ready for us and the entire process saved time and was perfect!

Rating:

2.0

Straps were way to short on dolly and was treated poorly on the phone trying to resolve the problem and had to pay a tow company due to no resolution

Rating:

3.0

I’ve rented multiple times from this U-Haul site, and will keep coming back. The staff is exactly what you want when you come to a place like this. Katelynn was exceptional and it was clear she works hard and knows the ends and outs of the business. It’s people like her why I keep coming back to this location.

Rating:

5.0

Line was long for a 9:00 reservation. I was in no hurry so I wasn’t directly affected. If I had been, it would have bothered me. .

Rating:

3.0

Both UHaul employees were very pleasant and friendly. However, the process took significantly longer than it usually does. Then, the equipment was stuck on another piece of equipment which made my departure delayed even longer. I cannot believe how long it took me to finally leave the premises.

Rating:

5.0

All went smoothly online. Easy way to do this now.

Rating:

2.0

I completed an online application for a quick checkout. When I arrived, the staff informed me that the online process does not work for trailer rentals. It took over an hour to complete the process of renting a trailer.

Rating:

2.0

Employees were relatively nice BUT: It took 1.5 hours to get my reserved truck. Showed up at 730am for my 8 am pick up. Had moving arriving at my house at 830am. Didn't get the truck until close to 900am. Since the movers were hourly, had to pay for their time as the were waiting flme and the truck. This location has a POOR employee amount. ONE lady by herself at 8am with ONE guy running trucks. Then after a HOUR of waiting in line, THEN someone else arrives. The same for when we returned the truck: after 20 minutes of waiting in an empty lobby, we just returned the truck via the e-return. ONE poor kid by himself on the entire property that we could see, nothing bad to say about this kid. This is NOT an isolated event either: last year we waited for over 2 hours in line and just ended up leaving and cancelling the reservation. So you ask what you can improve, one MAJOR thing: Get more employees or schedule more at times you know it's going to be busy. This location has been there way TOO long to not know the timing of things, We will most likely never return to this location of we can help it.

Rating:

3.0

Returned 2 days early and also the Dolly got no money back and also used less miles than said still same cost would not recommend this location

Rating:

2.0

The wrong hitch/ball was installed at the location. Made the trailer unsafe, had to spend another day to go back and get it fixed. The mistake caused me a lot of time, money and frustration. It was a nightmare. There are many details that made my entire rental experience an excersize in frustration. Call me if you want all the details.

Rating:

5.0

Equipment clean, attentive staff, easy check-in and out.

Rating:

5.0

Que sea mas rápido el tramite esta excelente todo pero solo había alguien atendiendo

Rating:

5.0

Friendly, helpful employees and great amount of product

Rating:

1.0

The staff is friendly, but they just tell you what you want to hear. I came in to pick up the car trailer and a younger staff gentleman helped me and gave me a trailer to go find, and started helping the people behind me. I couldn't find the trailer so I had to stand around and wait for him to finish with them, after he was done, he helped me and the trailer he had checked out to me had been checked out by another employee before I got there. They got me a new trailer and it was buried, so I had to wait again. All in all it was over an hour before I was out of there and had to change my plans. You invoiced me for the original trailer time that I received and I was charged for 2 days. When I dropped off the trailer I talked to him about that and he said not to worry I would only be charged for one day. Here we are.

Rating:

5.0

Great Customer service, from Pick up to Drop off.

Rating:

5.0

My son returned my rental equipment for me, he accidentally returned it to the wrong U-Haul facility. Phil the manager of my drop off point was very nice about finding my rental truck at the other location.

Rating:

5.0

Outstanding service and pricing!!

Rating:

5.0

Fabulous Customer Service.

Rating:

5.0

Great moving experience

Rating:

5.0

Have used this location many times through out our many years in Reno. Never any issues or hic-cups. Kaitlyn (sp) was the only one working the counter and handling phone call quotes, please ger her some help! She did an awesome job for everything going on.

Rating:

5.0

Great customer service with a smile!

Rating:

5.0

Yard staff were extremely helpful.

Rating:

5.0

Quick service with a smile!!

Rating:

5.0

Assistant Manager Kaylee provided top notch and excellent customer service! A true professional I really appreciated her time and patience. I will be back soon!! Warmest Regards, D Marie Plein

Rating:

5.0

I would have two lanes. One lane to detail your returns; another lane for through traffic.

Rating:

5.0

No comment to improve. All I got to say. I was taken care in a professional manner 🤙🏼🤙🏼.

Rating:

5.0

I just missed seeing Owen

Rating:

5.0

The crew that worked with me on my rental was amazing. Couldn’t have had a better experience. At the counter Katelyn was dealing with 3 other situations at the time and was a level of professional and polite I haven’t seen in a long time. The young man in the yard getting the trailer hooked up when I picked up and disconnected when I returned was courteous and engaging. He triple checked to make sure everything was connected properly so I would have no issues on my trip. 10 of 10!!

Rating:

4.0

Understaffed. took over an hour to rent

Rating:

2.0

Slow, unorganized, hooked my trailer up w/o the lights.

Rating:

5.0

This is the best UHaul location in Reno, Nevada. If you are seeking short-term, or even long term storage, I would greatly recommend the UBox. Upon opening my box, everything was in perfect order.

Rating:

1.0

Please go anywhere but uhaul. You will thank me! In Las Vegas, NV and in Reno, NV I had horrible experiences! They will not take out your Ubox on the days you reserve them to, water Damage

Rating:

1.0

Rude employees, nobody knows their job l, they over charge and I’ve had nothing but bad experiences with uhaul!!! My stuff had water damage in my ubox as well!