Staff were very helpful at both pick up and drop off. I also witnessed them being the same to at least 3 other customers during my short time in. Quick service, helped hook the trailer up. Got exactly what I would want out of a uhaul experience. Even the bathroom was clean.
KYLE RCustomer Reviews for U-Haul Moving & Storage of Alexandria
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.
Staff was excellent!
Donald HTruck was in bad shape and old. The morning guy was great. The two at drop off couldn’t be less helpful. Signage says wait with equipment and they stood close by and didn’t approach. She couldn’t have cared less. Change the signs or the staff. Last thing a customer remembers is the last transaction with staff. Pretty basic rules of business. Very convenient location though
Michael MUHAUL COMPLAINT **** during my 24 years in the Army I have used UHaul services countless times in the past and have never incurred a more disappointing I am writing to formally express my disappointment regarding the customer service experience and overall process I encountered at the U-Haul location at 6910 Richmond Highway, Alexandria, VA (Site 818071). I would like to emphasize at the outset that this feedback is not directed toward the frontline employees who assisted me. Brian, Hamed, and Courtney remained professional, courteous, and respectful throughout the interaction. It was evident that they were attempting to follow existing company procedures and leadership guidance. My concerns are directed toward the policies, systems, and customer service processes established by U-Haul leadership for handling equipment accidents and claims. Approximately 30 minutes after renting a tow dolly from this location, I was rear-ended while driving. The tow dolly sustained visible but relatively minor damage. After exchanging information with the other driver and initiating a claim with their insurance company, I returned immediately to the U-Haul location to report the incident and provide the insurance information so the matter could be properly documented and resolved. Upon arrival, Hamed and Courtney inspected the tow dolly and acknowledged that the damage appeared minimal. Hamed initially recommended that I continue using the equipment. However, I explained that I was uncomfortable proceeding for both safety and liability reasons. My concern was not only the possibility of further damage to the tow dolly, but also the potential for an undetected malfunction that could create a serious safety hazard for myself and others on the road. I also did not want to risk being held financially responsible for any additional damage that could occur after the accident. Hamed then contacted the general manager, Brian, who ultimately informed Hamed that I have one of two options: either continue using the damaged tow dolly and return it after use, or close out the existing rental contract and rent a second tow dolly at my own expense. Unfortunately, neither option was reasonable from a customer perspective. Continuing to use potentially compromised equipment posed an unnecessary safety risk, while renting another tow dolly effectively required me to pay twice for equipment that became damaged through no fault of my own. I requested an opportunity to speak to Brian directly and after some time Brian arrived to discuss the matter with me Hamed and I spoke with him personally. While he remained polite and professional, he reiterated that the situation was governed by company policy and that the contract had to be closed before replacement equipment could be issued. He explained that failing to close the contract could complicate the insurance claim process. Although I appreciated his professionalism, the policy itself created an extremely frustrating and unfair customer experience. What made the situation particularly difficult was the fact that I urgently needed the tow dolly to assist my college-aged son, whose vehicle had broken down on the side of the road. I had limited alternatives for obtaining towing equipment on short notice, and because U-Haul dominates much of this market, I felt I had no practical choice but to pay for a second tow dolly despite the circumstances. Additionally, during this process I reviewed my rental agreement and noticed there was no clear guidance explaining what customers should do in the event of an accident involving rented equipment. The requirement to “close out” a contract before equipment could be replaced, and the inability to simply swap equipment under these circumstances, was never communicated beforehand. This lack of transparency contributed significantly to my frustration and left me feeling unprepared and unsupported during an already stressful situation. I respectfully recommend that U-Haul leadership review and improve its policies regarding accident-related equipment exchanges and customer support procedures. First, customers involved in accidents that are clearly not their fault should have access to a streamlined equipment replacement process without being required to pay for a second rental upfront. Second, employees should be empowered with greater flexibility to prioritize customer safety over rigid procedural requirements when damaged equipment is involved. Third, rental agreements and customer-facing materials should clearly explain the process and expectations following an accident so customers fully understand their options before an issue occurs. Finally, U-Haul may benefit from implementing a temporary replacement or “continuation rental” policy that allows customers to safely complete urgent travel needs while insurance claims are resolved afterward. While I appreciate the professionalism shown by the employees at this location, the overall experience left me feeling unsupported, financially burdened, and placed in an avoidable safety dilemma. I hope this feedback is taken constructively and used to improve the customer experience for others who may encounter similar situations in the future.
Artinsia SWould definitely recommend this location over others I've experienced
WAYNE HThe service was incredible. I was blown away at how clean our truck was. First class operation
Robert PThey were very Professional and very helpful. Allen answered all my questions that I had
David SNothing. Employees are all professional and courteous, equipment is always clean and well maintained.
Stephen KTERRIBLE experience. I showed up the day prior to my scheduled pick-up and asked if I could get a larger truck. The man that helped me assured me that I would have one and instructed me to show up at 8am the next day for pick-up. When I arrived the next day, he wasn’t there and neither was the truck I was promised. He didn’t make a note on my account or leave a note for anyone documenting this promise. I then had to deal with a man who seems to not like his job because he was extremely rude for no reason. I wish I had gotten their names but I had more important things to worry about. The only helpful thing he did was call customer service for them to find a truck at another location. The most helpful employees there are a young lady and who I think is the general manager (Brian, maybe?). Because of this location not delivering on their promise, I had to Uber to Falls Church during peak traffic (45 minute ride, $60) to pick up a truck for my OUT OF STATE MOVE. I had scheduled loaders coming to help me that morning and had to keep pushing back my arrival time to my apartment because they were already waiting on me. The only thing they did right was allow me to get the trailer hooked up there after the truck was loaded instead of driving back to Falls Church which was the original plan anyway (I only lived 5 minutes away). What they didn’t tell me was how much more the truck would be and they didn’t update my reservation to reflect auto transport which is what the original reservation was for. So when I was charged almost $1800, I thought everything was paid for. WRONG! I had to pay another $200 for transport that I was told was already included in that price. Luckily, the experience ended with the two helpful employees. This experience not only cost me time but it cost me money. I had to extend the loaders due to my plan being derailed by almost 3 hours. No apology, no empathy .. nothing. As a veteran, I’ve always used U-Haul for all of my post-service moves in different states (at least 4) - this is by far the WORST experience I’ve ever had. This location needs better employees.
Bria HAgent was very helpful and efficient with connection of trailer.
Tori CTake better care of the vehicles and charge customers fairly. I got a cargo van for $19.95 but ended up paying almost $100! Because I returned the vehicle back at the same location so the milage came up to more than was Estimated. They trick you into giving an estimated guess of distance. I told them Where I was driving to and that I would return to the location but they didn't adjust the estimate to account for returning the vehicle. So I got got. Total BS.
Donovon RThe truck doesn't maintain very well and charged me extra
Ghassan AExcellent service from Will (Sunday 4/26) and Hamid (Monday 4/27) who helped me out. Much appreciated!
John ODuring pick up of the truck. I ordered both utility/furniture Dollies and furniture pads and neither one of those were in the truck for pick up. I had to waste time the next morning for the location to open to go back to the location to pick up my dollies and pads. Which cause me to have a delay in returning the truck back on time.. I was still charge full amount, and still never received a furniture dolly.
Timothy MLater evening hours?
james tPlease remove all the unnecessary fees, fuel.etc.. I put the fuel back that I use. I pay 19.95 to rent. At the end I was charged $146.00!!!! I will NEVER USE U-HAUL AGAIN!! Too many fees!!
Kimberly LThe manager went way beyond expectations, great service !
CHARLES HStaff today was just excellent. Very easy and painless process.
Mathew LProfessional service always.
JENNIFER LAgent st desk was super helpful and very nice to work with. Was even impressed with intersections with other customers while I was in line. Great selection of equipment.
MYLA MAn unstaffed drop off isn’t a helpful licarion
Stephen AClean, well run location. Manager was professional and friendly
Paul DAlways friendly and clean
PETER JStaff was quick and helpful
TODD DVery pleased.
Linda BA positive rental experience.
Barron BFor the return, would had been nice to know upfront that they do not refund any money for turning in early. Just a quick little statement or point on the information where it states that. Otherwise they were great.
Ronald WGreat service, equipment in great condition, great price
Mark RBest
Gloria KIn spite of a system-wide outage the one gentleman working there was really hustling to get everyone checked out and on their way. He did the best he could using the backup system.
CLAIBORNE mVery helpful at pickup
DAVID FUpon returning the equipment I was asked to fold all the furniture pads and told if I didnt it would be a $15 fee. Which is the first time I've ever been asked to do this when renting with Uhual. Additionaly I was then asked to move the trailer from the return location to a seperate parking lot.
Kevin GNotify customers where the truck number is located. The truck numbers are in different locations on different trucks.
NAKITA BExcellent customer service
Joscaira AThere was staff waiting at the drop off location. I handed her the keys, confirmed the gas, she checked the back, and I was on my way. Very fast and convenient!
AMY G⭐⭐⭐⭐⭐ Outstanding experience every single time! The General Manager is exceptional—professional, friendly, and genuinely customer‑focused. As a repeat customer, I’m always impressed that they remember me and consistently go above and beyond to deliver best‑in‑class service. It’s rare to find this level of care and consistency, and it’s the reason I continue to come back. Highly recommend this location. Keep up the excellent work! —Jason
Jason MThe employee who helped us was kind and professional. He got us out into our truck very quickly.
Christine MThere was a private car on the drop of site. I touched another uhaul vahiche trying to park away from the private car. I had bunber scratch on the vehicle I drove and nothing on the other one. They charched 150$ for the scratch though I had bought their insurance when renting it. That is a scam! Stay away!
EZGI IThe vehicle was clean inside. The parking break handle was breaking. Real problem was there was no way to plug in a phone so my phone died which was a problem. If I had known the plug in situation in advance that would have been helpful. The location is friendly and has lots of vehicles and a clear system to pick up and return.
Anne LI enjoyed everything about this location and I will certainly use them in the future. I did not get to experience one on one customer service but using the mobile app was easy and convenient. The truck was next to perfect! Thank you for a wonderful customer experience!
CHARDEA MKeep up the good work
THOMAS CProfessional support throughout.
SANDRA RFunny how $19.99 a day nds up at a $136.11 . . . will do every thing in my power to let others know of your deceptive practices Hight per/mile rates on weekend, etc All fine if this is your business model, but the people should know beforehand and getting sucked in
MARK MThe manager keeps taking pictures on his phone of us when we rented a truck. Why doesn't he take a picture of the license? Its creepy himstorikg and having pictures on his cell phone. Please do something
Borislav BExcellent in everything 🤍 Thank you
Padilla TIt was perfect!
MEHRAN RThe dolly was clean but, the straps needed to be replaced from people letting them drag on the road. Staff there was very polite and helpful, especially Christian.
EUGENE MAfter returning, I pestered a worker for my mileage and got a prompt, friendly response. I could have waited, and really should have waited.
DAVID RCustomer service was excellent
CHARLES HExcellent and friendly staff very helpful from pickup to return
JASON C