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Ashley B | Online Move InCustomer Reviews for U-Haul Moving & Storage of Airpark
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.
This is a complicated move for me, because of things beyond my control forced me to move quicker than I expected, so I had to make several changes to the original truck rental, also where I got the truck didn't have a storage unit available that met my needs, so she made a call and found one cheaper 5 minutes down the road
John C | First ImpressionsOnce I started moving my stuff out I noticed mouse droppings all over the space. Then I got to the bottom row of my boxes and 3 of them were wet. Inside the boxes my stuff was wet and there were bugs crawling in those 3 boxes. Some of my stuff were ruined. Now unpacking my boxes at home there are mouse droppings in some of those boxes as well. Gross. The least U Haul can do is refund me for this last month, especially since I moved out before the 24th. Some compassions for the damage.
Sophia F | Overall ExperienceI decided to use this storage facility because I saw a promotion for first month rent free. I asked for it at the counter in person when they tried to charge me for the first month rent. I had to argue with the girl at the counter because she was trying to bait and switch me saying they will give it to me on the second month which is not what I want. I had drove my stuff and uhaul truck to the location and they were trying to manipulate and take advantage of the situation. I told her I had called the manager a few days before to confirm and he said yes it is true that we get the first month free. I even told her the exact day, time, phone number, description of the person I talked to. In the end, I got the first month free but she had given me a smaller unit than what I want.
FUK Y | First ImpressionsGreat storage experience , will recommend this location to friends and family. Thank you .
DAMAR D | Overall ExperienceThere were times when there was no staff member available. The individual there at my cleanout visit was very nice and available.
Robert K | Overall Experienceno issues. smooth check-in and access.
douglas b | First ImpressionsMy belongings were in storage for a little over 10 years. I didn't realize how much dirt and dust would come through the closed door (as well as moisture). A rat(s) destroyed a vintage over stuffed velveteen chair. Office person said not responsible for damage.
VIRGINIA N | Overall ExperienceStaff was helpful and respectful from the beginning to the move out.
Jennifer R | Overall ExperienceOver 10 years of storage with no problems and helpful staff
CLARENCE S | Overall ExperienceThe online system told me to go to another location to sign my paperwork & be assigned a unit. This was a disaster and wasted more than 30 minutes of my time as they could not view my online reservation. When I finally arrived at the rental location the staff was extremely helpful & the rest of the experience was very positive. Will never return to Snouffer School Rd location.
CONSTANCE G | First ImpressionsOverall a very good experience. Staff helpful and very courteous.
Did you guys put the remaining balance back on my moms debit card she needs to be refunded for 17 days . Thank you
Priscilla M | Overall ExperienceMr Flores was helpful with the storage unit and helped us reserve an extra unit on the spot for extra storage space we needed. Thank you!
Jennifer R | Online Move InThank you
AHMED B | First Impressionsgreat location for me ,friendly people . will definitely recommend friends
DAMAR D | First ImpressionsEveryone was very helpful and professional.🙏🏽
JULIA L | First ImpressionsJohnathan was very helpful and knowledgable about everything question I asked . He is a master at his job ,I would definitely recommend this location to friends and business associates .
DAMAR D | First ImpressionsThe U Haul attendant was very professional and friendly.
Pearl W | First ImpressionsJonathan Flores was very supportive.
Global F | First ImpressionsWhere my unit was located, the counter person did not explain that was an indoor unit. F434. I drove around for an hour before I figured it out. The door that I had to go through to get to my unit is not labeled. Please label those doors for future customers. I scratched my brand-new car cause I couldn't find that door.
Sophia F | First ImpressionsGreat services as always
CHRISTIAN M | First ImpressionsThank you!
CHRISTINE S | Overall ExperienceExcellent service! I called the 800 number to originally schedule my shipment. The service was poor so, I called this location directly. This location is extremely competent and polite. The driver who picked up and dropped off the containers was prompt, professional, and extremely helpful.
Anthony GThe only incident was they had put there lock on with our lock and we could not get in. I think if your reps can communicate what type of lock is allowed, there would have been no lock out. But Jonathan resolved the issue quickly and we were able to get in the unit timely. Thanks.
Perri C | Overall ExperienceInformación correcta de la octencion de las promociones para no causar problemas de comunicación ,o conflicto
Javier C | Overall ExperienceStaff very helpful. Great location. Perfect for our needs.
Perri C | First ImpressionsI asked to see my boxes in person before the delivery. Only one of 2 was taken out when I have a 24 hr priror reqeust like instructed. Told me to come back a few hours later or the next day. Came back and still nothing. Hired movers found both boxes and delivered fine. Other than that it was good.
DANIEL LI called the office and customer service to discuss my concern about safety in the storage unit facility. When in the unit during evening hours, I often found myself in a dark and isolated storage unit. When the lights went out in the D section, they remained out not coming back on with movement or walking in the hall of the. D sectipn. The lights would only come on when walking a long distance to the entrance/exit door where a sensor for the lights in the D section seemed to be located. It was a scary and unsafe environment at night. I felt very uncomfortable in the unit in the evening hours.
BELINDA E | Overall ExperienceThe Staff at Uhaul was amazingly Friendly!!!! Very helpful in store and on the phone
Charlene W | Overall ExperienceThe staff at the Airpark storage unit were always kind and willing to work with me. Yes I would definitely recommend them!
ROBERT E | Overall ExperienceVery nice lady, beautiful facility
Chukwuemeka A | First ImpressionsHicimos preguntas y no nos brindo ayuda ni nos explico nada porque la q atendio andaba apurada por cerrar luego fuimos a ver nuestro estorage y estaba muy frio y ahi dice q hay climate control y es falso
Ruben H | First ImpressionsI'm very satisfied
ERVIN G | First ImpressionsThe lady at the front desk was extremely informative and helping she went the extra mile to make sure I was good id highly recommended keeping more staff like her if you want your business to prosper
Richard A | First ImpressionsI have had the storage unit at this location for almost 34 years! I probably hold the record for the longest person having items in a storage facility, lol. I am extremely pleased with everything about the facility but most importantly the staff who are amazing
DOROTHY A | Overall ExperienceLots of improvement needed! I had a terrible experience with UHaul. I was very lucky that my movers were so patient and understanding. Very disappointed in my moving experience with this UHaul location.
Kimberly GTerrible moving experience from UHaul. I reserved 2 U-boxes a month and a half in advance. They didn't have a double trailer available to deliver the 2 boxes together for loading. The first box received was very damaged with the wall and floor boards were separating. Office staff couldn't locate the 2nd reserved Ubox and when my movers thought I would need an additional 3rd box, that was definitely out of the question. There were no additional boxes available.. I had to have my movers transfer everything to a 10x10 storage unit. The refund process for the boxes was then botched by the manager. I'll have to wait for my credit card statment to make sure the total refund appears. Terrible experience where issues arose on UHauls part that could have been avoided.
Kimberly G | First ImpressionsI am still being improply charged for renting a storage unit which I have already returned. This has gone on for over 3 months now. I have talked to multiple U-Haul agents and this issue has not been resolved. This is basically theft and is unacceptable.
Jackson LThe day I tried to moved out my stuff my room has a second locker that wasn't mine I went to the office the guy said was a payment issue, when I got my bill they changed me 10 dollars for the locker and issue the payment from the same card they said had a problem before
Miguel R | Overall ExperienceThe dolly was unusable, and the clerk indicated that she could not credit me for the faulty equipment. The wheels did not roll backwards. Only one wheel rolled forward.
ELLIS PI rent the truck for a week and then I call to ask if I can keep the truck for an extra day and they said I just have to pay $20 and when I return the truck they charge me $99 for the extra day I spoke with the manager and he says he is only a temporary manager he ask the guy who work there about the price and the guy tell he don’t know
JOEL AI was told incorrect information and the unit I was given was infested with mice droppings. Was not cleaned at all. I will never use uhaul for anything! Terrible experience even with my truck rental. NEVER AGAIN!
Mercedes P | First ImpressionsFriendly and efficient Service Personnel
JOSEPH HVery Awesome And Easy Process. Needed A Truck & Trailer Last Minute And Was Able To Get Set Up. Much Appreciated.
THOMAS SThe office always smelled like weed. And the staff always had an attitude. Simple questions were always met with an sense that I was bothering them. Poor customer service.
Brian C | Overall ExperienceI like this u-haul franchise - the staff has always been friendly and helpful. As there seems to often only one person in the office, and they are sometimes helping somewhere other than the office, it would be useful to have a bell or something like that to let them know a customer is waiting. But I definitely prefer this location over others in the Rockville Gaithersburg area as they've always been helpful and it's more personal thand the larger u-haul dealers.
LOIS JTrash service. Charging for extra with no warning. Last time I ever use uhaul
CARLOS ZIt would be great if trucks have full tank of gas on delivery.
SAEED DExplain the return procedure at pick up.
CHON DI specified my drop off location as Stuart, Florida on Federal Hwy. I was informed that my drop off was Tampa Florida (hundreds of miles from my destination). I was advised there was no problem dropping off anywhere. When I showed the address of the Stuart Location the info was not entered into the system.
DONALD RCustomer service was great at the location is used
RHONDA BYour after hours drop off process didn’t work from link. Then waited an hour on the phone All was corrected by the local agent the next day. Local agent was very helpful for check in and check out
James Omake sure things work...trailer light wiring harness had to be taped to frame to make it work...second time Ive had a problem at this location...first time tire on trailer was dangerously under-inflated. Use this location 4 times in last year I think... 50% equipment problems. Service is very good and I get in and out quick but the equipment.
STEPHEN VThe entire process went really smooth. Both moving companies were communicative and friendly. Thank you!
Karen MOnly one complaint. When I returned the trailer rental two days early and the employee told me she would take it out of the system, she did not. I received a phone call stating the return was overdue.
Marcus JCustomer service was fast and friendly.
WESLEY BStaff very friendly and went the extra mile to accommodate us. Thanks
Marcus J | First ImpressionsWoild helpThis reservation for self storage was a result of a one way rental of UHaul truck. Without climate control present, my concern about this facility is more about the extreme heat within the facility. There was no ventilation in the storage area itself which made the unloading experience a very difficult breathing experience to say the least. Maybe fans installation would help? Thank you, Belinda Ellis
BELINDA E | First ImpressionsSomeone was living in the unit I paid for, paid and the facility didn’t check the unit first before I checked myself to prepare moving things . Had to cancel the unit and look else where . Still haven’t gotten the refund
ANGELA S | First Impressionscheck out was excellent.
BRUCE SMore parking space for customers waiting to be served needed
VICTOR BI could not say more good things. My experience here could not have gone better. Quick, easy, productive. Thanks so much to the manager there, she deserves a raise. As I was dropping off my trailer, she was helping another client loading boxes into the back of their car. I overheard how thankful the client was for the help and it just reassured my thoughts that she is a great person, manager, and representative of U-Haul.
JEFFREY HVery friendly and professional staff
Kevin F | First ImpressionsThe young lady( Mananger) Journey was phenomenal with information courteous very friendly and polite! My experience was GREAT!
Charlene W | First ImpressionsMy pick up location was changed --it's better if you can keep the original location.
Ann TThere is some confusion on scheduling the loading and the last available access date!
ramesh kThis location doesn't allow for pickup with app. I was charged a full extra day for returning 40 minutes late but still during business hours. I even called ahead to let them know I was late. I could have originally set my return time an hour later and would have simply not been charged the extra amount.
JOHN EI had some issues with payments & getting ahold of someone over the phone, but my in person interactions have always been pleasant. However, because of the reoccurring cost I hope to never need a storage unit again.
Sharon P | Overall ExperienceThe U-Hual rep was friendly and helpful. Your on line check-in made the pickup effortless.
Robert HExcellent service
linda l | Overall ExperienceVery long and complex on line process. This may make me not use U Haul next time
nelson rI have complained several times about being charged for gas and no one is answering the phone or even attempting to email me back. Fix this ASAP.
Genesis RThis location has a huge issue with mice. I tried to move units because of location. Each unit had mice traps. The 3 traps in one unit was full of dead mice. I understand you draw them to a unit but 3 full traps is a bit much. Building B had two dead mice in the hallway. One had been there so long it was flat. One dead mouse was just there in the middle of the hallway. I cancelled my contract because I do not want to bring mice to my home. I’ve been to a lot of storage facilities and have never seen anything like this. I’ve rented here before and it was not like it is now.
Denise O | Overall ExperienceThis location branch is very friendly. I will rent it again.
EMMANUELKWONG MWonderful manners and service. Will use again
Wilian R | First ImpressionsThere was excessive confusion about my reservation, I was was given the wrong van. I was called several times saying they were correcting the reservation. Then when I returned the van I was billed incorrectly.
CHANTAL MThe young man who was working was extremely helpful, knowledgeable, and friendly. I appreciated his excellent service, could not have been smoother and easier.
DAVID Pdid a drop off at night
Norman MThe location provided a truck with no gas and it was 30 mins late giving us the truck but did not adjust the time to reflect the delay. Drop off was convenient and the truck was otherwise in good shape but there was little-to-no communication at time of pickup so the process did not go smoothly. I’m not sure if that is more a function of the electronic check in procedures or the staff at the location. I’d add that customer service in texting form off the website was very good once I was able to speak with someone.
Anita NThe young lady was very helpful at this location.
RICHARD CThere's was discrepancy with my online contract and the actual contract received at the store, because of the discrepancy I was charged $14 for service I didn't request/need. I try to resolve the issue amicably but to no avail.
FRANCIS KGreat staff, very accommodating
LEO Mbring the truck to the customer - not have the customer hunt through the parking lot to find the truck.
Sue SI did the after hours drop off. It took some work to figure out where to leave the truck. The parking is not intuitive. Still, a good drop off experience overall.
Konstantin CConvenient place and very good customer service
DAGMAWI D | Overall ExperienceUpon pickup, the code I was provided for the lockbox did not work, and it took a while to get someone on the phone. She was extremely helpful and luckily had access to other codes for that box so we eventually found one that did work. But it is clear that whoever put the key in the box and updated the system with the lockbox code needs some additional training. Upon returning the vehicle that evening, the U-Haul website was down...I believe it was for maintenance, but there's no way to know because there was no splash page to indicate what was going on. I've been in IT most of my adult life, and have overseen countless software maintenance activities. Never have I seen where a major site goes completely dark with no indication to the user community about when it will be back up and more importantly, what to do if, like me, you were in the middle of a transaction (i.e. dropping off the truck) I am NOT happy about how that was handled...I realize it's a IT corporate issue, but that activity Sunday night was really poorly executed. Whoever was the manager for that completely failed! I can't begin to imagine how much revenue was lost simply because of a lack of outward communication.
Mark UThe site manager was very helpful with the process and went above expectations to clean out the unit so that I could move into a clean outside unit that was the last of that size available. I’m thankful for her.
Aisha S | Online Move InThis location was clueless about the online registration. I had everything completed so I could quickly grab the uhaul and go. They told me they had no idea what that was and had me go in and do everything over again, which took forever. While it wasn’t a huge deal, it was slightly frustrating because we did the mobile pickup because it was a quick and convenient option and then we were told it was unavailable to us.
Ariel DGood customer service 👍 and very good place
DAGMAWI D | First Impressionsthe bill is incorrect. i added fuel to the level at which i picked up the car. Please advise. ron The windshield was dirty.
RONALD PThe first truck I was offered had a flat tire. During the indoor check out process (which originally I was set up to do mobile check out), I was asked what time I would return my “full-day” rental. I assumed they want an estimate so they could Plan to receive the truck. It wasn’t explained that the time I provided would amend my full day rental to something less than that and I would be charged 100% of the rental price in a penalty if I arrived later than that time, even though per the online offer I had until close (5pm) to return my rental. I was shocked when the uhual employee explained I would be charged a 100% penalty for being 15minutes late. When I tried the explain my confusion about the policy, the uhual employee Journey Stephenson told me to stop explaining because quote “I already know what you’re going to say”. When I asked to speak with someone from customer service, she replied I am customer service. Furthermore I asked Journey if the online offer says full day and if (absent of asking for a return time) I returned the rental before closing if the rental would be the same price, then why shorten my rental to less than a full day and without mentioning it make me liable for a potential late fee as a result of a poor time estimate (me being 15mins late)? Journey replied “it’s in the fine print, you should of read it!” I feel the way this policy is implemented (not brought up at check out) is intentionally deceitful and misleading.
HASSANIBN Athe staff in this location. are polite, helpful, I hope some one read this and give them a raise!!!
muhammad gPlease update inventory on EVERY location, online I rented a 20’ only to find out that only 15’ were in stock and not even a one way. The person behind the desk was very helpful in finding a solution, but this all could have been avoided guys.
ROGELIO NLocation is great, employees are friendly, direct and get you going about your business as humanely fast as possible.
GREGORY DNo need for improvement
FERNANDO NI wanted to thank Sofia Burgess @ Randall location in Rockville, for helping me with the rental process qnd referring me to the location that had a trailer. The staff was helpful in general. I would be coming back to meet my needs in the future. Thank you
HUDAYNAZAR GGreat customer service. Friendly. Will rent from here again. I used the cargo van and it rode smoothly.
CHRISTINA CIn the middle of moves---from house I've been in 16 years--to a temp place (thus storage) to eventual a new home. UHAul trucks and storage have been a lifeline--thanks
ROBERT KVery happy with the service and attention
AXIRES RVery good customer service keep doing doing good customer service.
DAGMAWI DExcellent , timely and friendly service. Thanks for making my move easy and trouble free!
Rajinder BThe moving helper staff arrived at our apartment 2 hours late! The staff said that it was because U-HAUL forgot to contact with a forklift operator. It was no professional. In our move-in in Chicago, the delivery was canceled due to heavy show. However U-HAUL did not let us know about the cancelation. In addition, you did not tell us the time window of delivery on the next day. It was ridiculous. We will never use your service again.
Hajime AI would never recommend uhaul ever again. the manager on duty was rude, not helpful, didn't even try to help resolve the billing issue. No location to park large uhaul rentals with No parking signs everywhere on the facility
Maricia SEverything was very easy from start to finish. Clear instructions about Checkout process. Would recommend this facility to others, and would use them again in the future if needed.
JOHN S | Overall ExperienceVery knowledgeable, helpful and friendly staff. Even with multiple customers in line, and the phones ringing, they were polite, patient and attended to everyone's needs. Thanks!!
ADRIAN WSuper efficient and professional
Henry LEverything was great. Keep up your friendly and efficient customer service.
DONALD WFriendly and efficient staff! It was a very nice experience!
FRANCISCO BJourney, the Manager, was very professional, knowledgeable & friendly in every aspect of the process. The units were clean & access was easy. We plan to use your facility whenever the need arises. Adele Branthover Curiosity Consignment
Adele B | Overall ExperienceThe storage was not clean, but the lady asked if we wanted it clean, which was nice of her.
Anthony G | First ImpressionsReally hard to find F041x storages! It's in a door without any notice on the door like "F0400-F0435" on the door! who'd open it! First took me a long while to find F, then it took me half an hour to find my storage place! When I arrived at my designated storage room, there's a green lock on it without a Silver lock! not as described in my check in confirmation that "the lock is in your room". No lock. and without going out to the office again, I couldn't even open the door. Had to find the officer in total four times to finally be able to get in the room and store stuff. Really BAD SIGNS for first timers First, You really should add more signs on the gate itself showing, oh here is building A to F, and that office gate is G to H (just for example.) Second, show signs on the door that some storage room are behind the door!!!! I went all around the building and couldn't find my F014XX room. Third, really , if there's only one person there, how's she be able to leave and show me directly the room? The reason it took me over half an hour and four times back and forth to the office is because she couldn;t show me my room directly the first time. Or give me paper directions, or the gate/door clear enough for directions. All in all, need improvement in self-guiding first timers !!!!!!
Zixuan D | Online Move InI Thanks
Shauna D | Online Move Ina black girl work there I think a kind off new the worst customer service I have never seen my life, she is so unprofessional. also the young Spanish girl and the store manager they're very good customer service. I'm not coming back this place never again also I don't recommend for any body 😸
DAGMAWI D | Overall ExperienceEverything was fine but sometimes when I would come to use my storage area it was blocked by U-Haul equipment. That was only one person working in the office that was a line and they could not come and move the equipment.? That was very inconvenient and time-consuming.
Harold C | Overall ExperienceFront desk assistant was pleasant and nice to work with and highly recommend the facility just because of her.
rhonda g | First ImpressionsThe staff at this location are very helpful,friendly and welcoming.
Eric D | Overall ExperienceJourney was very helpful and provided excellent service.
Nannette H | Overall ExperienceSophia Burgess was great to work with. I arrived several minutes before closing and she went the extra mile to stay and get me my storage unit. Great job!
GARY N | First ImpressionsJourney is great. Super energetic, great customer service, friendly, and hard worker!!!
JAMICE H | First Impressionsno
manuel c | First ImpressionsThe young lady was very friendly and helpful.
Eric D | First ImpressionsThe best services
Alexandra R | First ImpressionsManager was not helpful and don't what to do when I had a $200 over charged dispute on my credit card. Poor and dirty facility, full of mice. I am glad I checked other nearby facility and moved out.
Yursi M | Overall ExperienceStaff was great. I am still waiting for a refund of the unused boxes (new) I brought back. They weren't able to apply a refund to my card. Would appreciate an update on that matter. Thanks!
Beatrice T | Overall ExperienceMy unit was used to store outdoor camping equipment, tires and a trailer. From the start my unit had large amounts of mice activity, poop urine, nesting and eating damage. The roof leaked water as wel
mattew j | Overall ExperienceI never expected or experienced customer service like this before. Dionte the GM help me with my move from start to finish and made sure I had what I need and provided helpful recommendations.
Catricia R | First ImpressionsI am still having problem with the billing
Yursi M | Overall ExperienceMe están cobrando el recargo de un mes que no estuve en sus instalaciones, por lo tanto no lo recomiendo 😡😡
edwin h | Overall ExperienceGreat place and friendly crew
Ernest M | Overall ExperienceEveryone was terrific and very professional. My possessions are safe and accessible. Not all places are the same - this place is well run - you will be pleased and comfortable. The pricing is A+
Susan J | First ImpressionsThank you. Enjoyed our time there.we moved to a unit that was closer to home
NOELLE L | Overall ExperienceExcellent service!
MARK M | First ImpressionsOutstanding customer service.
Habtamu a | First ImpressionsAfter being lawful customer for 13months, I found my thing with rats feaces and I had to pay $50 because I lost my keys during moving process.
FATUMA A | Overall Experiencealways a pleasure when i go there. very professional and friendly.
William M | First ImpressionsRent me a unit, I unloaded my trailer to discovery 30 min after that my unit was out of system and I was moved out, need put all my stuff in the truck again and go find another U-Haul to rent, insane
davi f | First ImpressionsSophia was friendly, efficient and helpful. She knew how to make the process go smoothly and was able to help us switch to another unit with larger space without delay. Thanks!
Nicole R | First ImpressionsThere are millions of mice lives in this facility and I found out the hard way that the insurance is BS and will not cover anything...it was one of the worst decisions I've made to have Uhaul storage
YOUSIF S | Overall ExperienceThe security gates were often left open for long periods and the pace was infested with mice. Ineffective methods were employed to rid the place of said mice. The mice damaged some of my property.
George C | Overall ExperienceMangment sucked had mice
Dan j | Overall ExperienceVery unsatisfied. Rodent droppings throughout the facility and smelled of urine. We made several calls to complain and even went to the site to make the staff aware. Very unprofessional.
Nicholas T | Overall Experiencei am so glade to have an unit with you .The service is great ,warm and helpful .
ayi D | First ImpressionsThe U-Haul staff was helpful and the storage area was just what I needed.
LAWRENCE M | Overall ExperienceOwner terrific. Staff excellent. This is a business doing it RIGHT.
Robet K | Overall ExperienceKossi Day provided excellent customer service and also a solution to a logistical problem.
Beau E | Overall ExperienceEveryone I have dealt with at this locatiin has been excellent and very heloful. Particularly the owner.
R K | ReservationThese people are great! Friendly and helpful.
YOUSIF S | ReservationVery well coordinated service,Thank you agAin.
christine s | ReservationThere were mice in the container which damaged some of my things. I tried to resolve but was told I have taken the damaged things away and nothing could be done now.
ANTOINETTE J | Overall ExperienceConvenient location and easy access.
Evan C | Overall Experience