Great place, the staff is extremely helpful.
James G | Overall ExperienceCustomer Reviews for U-Haul Moving & Storage of Herndon
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.
The technician was super. He was knowledgeable with many years of experience. He took his time to explain the process and what I should expect. He also explained the available and different bike racks and cargo accessories.
Ebrahim MThe room was ready, but there was a slippery substance on the floor.
Nekeitra A | Online Move InExcellent folks and excellent facilities.
Daryl W | Online Move InI asked the agent to change the drop off location for my trailer from Grand Rapids to Lowell MI. He said he made the change, but the return location was not updated. It was extremely inconvenient for me to drive many extra miles to the drop off location far away from my destination.
Leon BI had a confirmation of equipment and supplies but when we arrived at the appointment time the truck was not ready. WE HAD TO WALK TO A LOT BEHIND THE BUILDING AND FIND OUR TRUCK. NONE OF THE SUPPLIES ALREADY PAID FOR WERE IN THE TRUCK. WE HAD TO RETURN TO THE FRONT OFFICE AND LOAD THEM OURSELVES. NO HAND TRUCK WAS :AVAILABLE:SUBSTITUTED AN APPLIANCE DOLLY THAT WAS NOT ABLE TO BE USED. VERY DISSAPPOINTING. "
Deena HAlexander did a wonderful job quickly and efficiently dealing with a large line of customers right when the store opened. He was friendly and professional.
Joseph CWe did the after hours drop off,(so didn't interact with personnel) was easy to use the app and take pictures. Location was nice and large and plenty of room to park trailer. Wasn't too far from home either. Will use UHAUL again, when I move my kids.
David Cthe gentlemen at the desk was abrupt and obviously upset with something. He was short and bossy. when I returned the equipment during business hours, no one assisted with my check in or unhitching the trailer. This experience was way different than the ones i've had in the past at your facility.
David CVery helpful staff too.
WILLIAM MExcellent service
Scott SThe auto hauler i rented had a problem with the ramps. When i pulled them out, to load my car they both came all the way out and fell on the ground. Made me leery if they would hold, while i loaded my car and unloaded the car. The previous two auto hauler trailers had ramps that locked in to place when they were fully extended. Also, the driver's side wheel securing strap kept coming loose. I hauled my car 40 miles and had to stop 3 times to retighten the strap. I gave the location average as it is not in an easy to find spot, lots of turns and residential areas to go through to access the site. I live 11 miles from the site.
ROBERT CTodo bien
Angel CIt 's the best thanks
Tigest S | Overall ExperienceThe drop-off area needs to be better signed. There were some signes turned around sending you past the equipment drop-off
Paul VEverything worked great! Very pleased!
William B | Online Move Inwe returned the u haul with excess gas more than required, more than half a tank excess and was promised that we will be credited for the excess gas amount. Upon review of the receipt. there was no credit for the excess gas. Please credit us back for the excess gas that was left in the u haul tank as promised.
Sharon Bgreat staff, very helpful! A++
nelson kFirst time this ever happened -- but when I went to return the equipment I sat in the line for 15 minutes and nobody came out. It was raining so I didn't want to get out of my truck to go inside (though I could see a person through the window inside) So I just went around the back and unhooked the trailer myself (in the rain) and left.
Roger SStaff were helpful and proactive. I appreciate being able to drop off easily after business hours.
INZUNE HBilly who did my Hitch was the BEST!
Steven PLocation is very hard to get to even with my iPhone google maps app it led me astray causing unneeded stress. I live like 7 or 8 miles away from the location. Maybe better roadside signage would help customers find the hidden away location. Both Tire belt ratchets were in need of lubrication.
ROBERT CThere were a few pieces of trash left in the cab.
MICHAEL GVery fast and efficient. Great customer service.
DOUGLAS OHave used this location several times this year. I get in and out quickly staff is very helpful and the vehicles I've rented has been clean reliable and problem free. Continue what you're already doing
Steve GWas very pleased that the counter rep advised me of huge savings to be had by returning the trailer I rented rather than dropping it off one way at my destination as I originally planned to do. Kudos to him! Wish I had noted his name, but I remember he was from Ohio.
JAMES TLocation was easy to enter, very clean. JC was the person who checked me in. He was very helpful and professional.
JOHN GGreat service!
GREGORY GNot happy with the new system the U-Haul is using to check in with your phone there’s people that they don’t know how to used it or how to fill how the information the U-Haul is asking I’m very disappointed and dissatisfied
Rony Msome customer service people are excellent others meh better training is required.
ranjit sHe employs both the gentlemen and the lady ( Francisco) were very helpful and professional All I can say take care of your good employees that is what customers like me remember Regards Oscar changiz
ASGHAR CWe actually enjoyed this moving experience! Your truck was efficient & filling the gas tank was less than $100 for entire trip - about 500 miles - one way. Good truck! Thank you!
Stanley NOverall great experience, u haul decided only 1 person works in their store. At times it's very busy and 1 person isn't enough. Today when patience is gone some people in line left,so business is lost.
MICHAEL MVery easy & efficient drop off.
GAIL TVery convenient and easy to rent and use. I will absolutely use again in the future.
Heather R | Overall ExperienceMy daughter and I were blown away at the level of customer service at U-Haul of Herndon. Billy Wolf is the definition of a good manager. When an issue came up during our storage unit check-in, he not only took a phone call from one of his team members on his day off, but he made multiple other phone calls to try to resolve the issue, all on his way to a game! And if that wasn't enough, he asked his brother to take a huge detour to drive him to the facility, find me at my storage unit, and personally offer me a solution to the issue, and make sure I was satisfied with it! Truly amazing! To say that Billy and his team members that helped us (Francesca, Daniel and Angie) went above and beyond, with both the storage unit and the truck rental return, is an understatement. They truly care about their customers. I highly recommend U-Haul of Herndon!
Debra S | First ImpressionsApp return
Tiffany PExcelent services
JOSE HI enjoyed my time using this UHAul facility. The storage facility was always clean and easily accessible and staff were friendly and helpful.
Michelle B | Overall ExperienceThe gentleman that I pickup the uhaul from provided great support and service
Christopher NThe lady that I returned the uhaul to was such a sweetheart! Thank you for your great service
Chris NHad very bad experience at this location. Customer service was very poor and battery for truck was dead in middle of the moving. Also, charged extra for gas even though refilled the gas. Not recommended this to anyone
NAGENDRA LI moved my whole 5 bedroom house using UHaul resources. I started by moving most of the bigger household furniture using seven UHaul boxes, then a 25 ft truck, and finally a 5’ by 8’ trailer. Not one item that I moved from Virginia to North Carolina was damaged or broken!!!! From china, curio cabinet, ,lamps and tvs. It was great, I packed and loaded their resources on my time and everything was safely delivered to my new home. I still can’t believe not one item was damaged or broken!!!! Thank you UHaul !!!!
DEAN AExcellent service
Nils PStaff was extremely helpful and attentive. Laura went above and beyond to ensure I had everything I needed.
GREGORY C | First ImpressionsThree issues I had is that (1) the truck was out of oil so I had to pause my cross country drive and get U-haul to fix that. (2) The agents did not fully secure one of the tires for the auto transport so I had to pause my trip again to get that fixed. (3) And the agents assigned the incorrect auto transport to my reservation so the number did not match the actual equipment.
ALIESHA PBill Wolf and his entire staff are top notch, highly recommend this location to anyone who needs storage or a truck!
EDMUND PEverything fine.
BRETT Y | First ImpressionsEverything fine. The governor on the truck at 75 mph served as a fine cruise control.
RICHARD PI love you all. I just wish that I could have 24 hour access instead of the building being closed at 10 PM not that I wanna move in and live there ha ha ha, but sometimes it would be nice to come and organize your things late at night when you can’t sleep. But Jocelyn and her staff were very friendly. Look forward to renting a storage unit again in the future will tell all my friends.
Tyrone H | Overall ExperiencePick Up was perfect. Alexander went over the contract, item by item. Clean Truck. Fresh supplies. 90k miles on truck - performed well. Need USB connectivity.
CHANDRA DEverything was perfect
Fayaz ANot lie about damage to vehicle and inform customers that they must take pictures before leaving
LEMUEL BI learned a few lessons here. First, don't do 24/7 check in because that process does not work. Check in was painful then I was given a truck with a check engine light on and there was snow on the truck I had to ask to be removed. While the transaction eventually happened...there are too many local locations for me to go back to this one.
REBECCA SThe staff was very friendly and helpful. The inside of the store was spotless and clean. I’ll keep coming here.
RYAN PUHaul is ripping off customers by charging for insurance even when it is declined. This happens every single time. I decline insurance when I make the reservation. I decline it again when I have to go through the very same paperwork at pickup. And then it is on the bill. Every single time without fail. Usually I have them take it off and run it again. Sometimes they are far too incompetent to accomplish this and I pay the fee I declined twice because I don't feel like waiting around half an hour for them to find a competent person who can actually change the charge. It is corporate theft because this is obviously built into the software for the purpose of charging people who said they don't want it. I look forward to the class-action suit.
Dan CJust a quick and great service! Would recommend them.
MOISE OLuiz was incredibly helpful and super quick to process my equipment returns. Drop off is an excellent location with equally excellent staff. 10/10 would recommend! Will use again in the future.
KEVIN WBilly wolf was very helpful setting us up with a storage unit .
brendon a | First ImpressionsThe associate appreciated my concerns with the original trailer I was assigned and worked with me to find an acceptable alternative.
KELLY MQuickest customer service yet. Nice people.
Clayton TNever had a bad experience here.
Robert ABilly the manager and his entire staff have been super amazing providing the services my family need. Really accommodating, understanding and willing to ensure the process went smoothly and efficiently. Made our experience extremely pleasant. Thank you staff at Park Center Rd
Melinda VToo expensive
Karthik KGrasias
JAIME A | Overall ExperienceA quick once over of the truck top to bottom including undercarriage
BRIAN FGreat
Babu KOnline move in was super easy. Thanks again.
Brytani S | First ImpressionsThe process was smooth and painless. This is the first time I have ever rented a storage unit and the process was easy.
John P | First ImpressionsEverything about this facility was great EXCEPT the elevators! Totally ridiculous how small they were. It was very difficult to get a medium/large load in them.
Cheryl A | Overall ExperienceGreat spot. Well maintained and the staff is very helpful and friendly. Very convenient.
Scott K | First ImpressionsGood place and clean easy to move staff they got big eveltor
Girma A | Overall ExperienceVery nice location. Always clean
Tammy J | Overall ExperienceI have always loved the U-Haul storage, they have great lighting, cold AC, lots of space and easy to maneuver, plenty of dolly’s to move your stuff. The staff is also really nice and the security is good
Justin M | Overall ExperienceThe employees are so nice and forgiving. They accommodated me when i needed to move out into a bigger unit.
Angelina C | Online Move InThank you
Aaron S | Overall ExperienceI am new to this. The Staff was very kind and friendly and answered my many dumb questions. They made the process super easy. I also loved the convenience of the website and mobile app to set things up ahead of time (create an account and set up a credit card ahead of time).
Robert I | First Impressionsvery convenient and good service
BERHAN J | Overall ExperienceBy far this is the best most convenient fully equipped storage I have ever seen. Keep it up and beautiful
Albdalrahhman H | First Impressionsthe storge is very coneveniently goodcostomer servise
BERHAN J | First ImpressionsThe facility is amazing with flatbeds etc. to help move. They have covered bays to move during inclement weather.
Anil S | Online Move InSuperb! The staff were very friendly, helpful and accommodating with exceptional customer service. Many thanks to them all.
Raja H | First ImpressionsVery respectful and responsive staff members.
Louisa M | First ImpressionsA. It costly but otherwise good facility.
Maya B | Overall ExperienceGreat place to store your items. I personally did not encounter any issues for the 7 months more or less that I store my stuff.
carlos d | Overall ExperienceI don’t usually give excellent service, but this facility is great. And in the 4 months that I used the storage, every time I stopped at the front desk for assistance, Miss Jocelyn, was awesome in her customer service. Keep up the good work.
Olu D | Overall ExperienceThe only thing keeping me from rating this facility five stars is the elevators. They are not a good size for storage and moving large items like furniture to a point of extreme frustration.
NATHAN B | Overall ExperienceExcellent service from the Herndon U-Haul staff. Management was especially helpful in providing recommendations to optimize storage and moving. Matias (location GM) demonstrated real leadership acumen - much potential for higher management . Thanks again.
Alan F | Overall ExperienceVery friendly
Shaunda W | First ImpressionsThis is a recommend if on the 1st floor. There are three elevators with only one of them being an actual moving elevator. The others are normal passengers. The large elevator never available, or doesn’t work. All buttons only open little elevator. Over half the time when trying to go down from second floor, being crammed into passenger elevator, the system takes you up instead of down. Transition of uneven floors and elevator cause boxes to constantly fall off cart. Also I didn’t see a current safety inspection certificate for the elevator posted. Other than that, nice facility, clean, well let, good temperature, good loading garage, easy security system, and bathroom on multiple floor makes very convienent. Nice location off of the freeway. Online pay is easy.
Travis N | Overall ExperienceThe carts going into and out of the elevators makes stuff fall off the carts. ALL the elevators should be the size of the large one. Get carts that don’t roll downhill at the slightest breeze.
nancy s | Overall ExperiencePleasant experience, clean affordable and perfect size unit. Booking was easy and convenient.
Steven M | Overall ExperienceEasy and smooth experience. Very convenient location.
Steven M | First ImpressionsMATHIS IS A RACIST MANAGER AND DESERVES TO NOT TO BE A MANAGER FOR UHAUL OR ANY COMPANY. HIS STAFF ARE AWESOME, MATHIS IS THE WORST MANAGER EVER. HE THINKS HE IS IN THE 1950s . I RECOMMEND REMOVING MATHIS FROM HIS POSITION THAT’s IF TAYLOR HIS BOSS HAS SOME SENSE LEFT. I WILL NEVER RECOMMEND ANYONE GOING TO THAT LOCATION “HERNDON” LOCATION UNTIL MATHIS IS OUT OF UHAUL. RACIST.
TOKUNBO I | Overall Experienceman & woman working were professional, friendly and fun to interact with
Becky G | Overall ExperienceI was impressed from moment i stepped in and will use this location again.
MAYNARDIA M | Overall ExperiencePlease keep up the great job!
WILLIAM B | Online Move InCompletely satisfied with the service
John B | First ImpressionsKeep up the great work!
WILLIAM B | Online Move InThe staff and the facility was great. Good experience all the way around.
Chris W | Overall ExperienceWe got a storage today and it was very dirty and not clean at all. Also there was not a lock inside of it!
Shahin B | Online Move InThe staff at this facility is very helpful and professional.
Mary M | First ImpressionsMatt is excellent at communicating with customers and ensuring we are being taken care of. Building was incredibly clean, safe, and alarms functioned properly. Would recommend to a friend. Thank you Matt and the team over at U-Haul Storage in Herndon, VA.
Vincenzo V | Overall ExperienceNa
Ahmed K | Online Move InI got a friendly guidance at there
Mohammad N | First ImpressionsFriendly and helpful staff, knew the location and how to direct all questions. Would recommend to anybody looking for moving or storage solutions
NATHAN B | First ImpressionsLove the experience. Easy in and out for storage rental and vehicle return as well. I can't remember the lady who helped me (it was 05/28 around 12) but she was very nice and friendly. Kudos to her.
Arpan A | First ImpressionsFantastic experience with Uhaul in Herndon! My storage unit was great, clean and accessible. The facility is always well-lit, even at odd hours. Staff is solid when I needed a truck rental a couple of times too. Really great unit.
scott w | Overall ExperienceI want to say that the manager, Matias was kind and considerate. However, the unit I rented, a10 x 10 climate controlled unit, which I had confirmed by phone a few days before, was not available. I received a text from UHaul on my way to the unit on the morning of the rental that I was being given 2 units, not one. I learned when there that these were 2 5 x 10 units with a small door at the end. this is not equivalent to a 10 x 10 with a barn door opening. I was not able to use the units and had to find one at another site for $40 more a month. I also had to pay my moving help an additional $200 to keep them another 2 hours due to the time involved in switching locations. It was quite clearly a bate and switch and a misuse of the concept of a reservation. When one reserves something, the business is then committed to providing it!!!!! Uhaul misses the boat on this one. I am currently trying to get Uhaul to honor the original price I reserved for the 10 x 10 unit.
Dana F | Online Move InThe facility was clean, but the elevators are tiny and it was very hard getting my mattress in horizontally or vertically. I don't understand a storage place not having larger elevators. It is a climate controlled space but inside the building was hotter than outside. The thermometer said it was 80 degrees in the building, that's too hot for climate control. Also it's a little gross having a mouse house in the unit. Otherwise storage check in was fast.
Monica F | Online Move InGreat service and security
Christopher T | First ImpressionsGood place to put staff and clean storage
GIRMA A | Overall ExperienceMatt was a extremely profession and a tremendous help.
James W | Overall ExperienceThank you for many years of great service.
ZHEER R | Overall Experience- elevators and sliding doors were not cooperative. they would often shut on my belongings, knock things over, shut on myself, etc. - for two summers, the AC “broke” and temperatures were close to 100 degrees inside. this caused the third floor (at least) to reek of moth balls for about a year. - the downhill paved cement would cause moving in and out to be hazardous to vehicles around. very inconvenient and dangerous to customers and cars to to move in bulk - SECURITY was completely unreliable. anyone could access during hours.
Emma T | Overall ExperienceI was still moving my things in the storage after 10 pm it let me in to grab a cart to remove my things but once I tried to get back in the access was denied. So this is an inconvenience because I had to keep the U-Haul and wait for tomorrow to unload my items
VALENCIA T | First ImpressionsUnits are not prorated. Went from a medium to a small and had to pay twice.
Ivonne G | Overall ExperienceHave used this particular U-Haul location for over 5 years and have never had a bad experience. Staff is always helpful and very knowledgeable.
Kevin B | Overall ExperienceI paid for the full month hoping if I empty out the storage in couple of weeks, I’ll be refunded, but I was not.
Sohail S | Overall ExperienceIf I were to ever need or want another storage unit this is where I would go. Service is and has always been great since day one.
Delante' H | Overall ExperienceGOOD JOB !
GEORGE W | First ImpressionsI would add a soda machine & water machine at the entrance or lobby
Christopher B | Online Move InNot the best experience when interacting with some of the staff. Also, storage billing policy is inconvenient and got charged for an additional month because I was in the hospital and unable to call or stop by to cancel my storage rental. No consideration, no attempt of possibly getting an exception; instead a cold should "oh well".
Aman C | Overall ExperienceLove how well lit and clean this facility is!
Ellen P | Overall ExperienceMat and his entire staff (Park Center Rd Herndon branch) were all amazing...so helpful and friendly. Mat and his staff went above and beyond in providing excellent customer service. Mat is very kind, very positive and made me feel instantly comfortable and worry-free. Thank you so much for the help with my unit transfer. The facility has wide driveways that allowed me to navigate to and from my unit storage. I highly recommend this facility to others.
Lydia G | Overall ExperienceI've had storage units at this U-Haul for over a year, and every time I've been there it's been a smooth experience. Mattias and his team take great care of their customers, and this facility is beautifully maintained.... These are all a reflection of excellent management. If I had ONE suggestion for U-Haul, it would be to pro-rate storage fees when moving out mid or right after a billing date.... I understand this is not location specific, but a policy that would be great to elevate the customer experience, especially for long term customers.
Robby B | Overall ExperienceEverything went perfectly.
CraigM R | First ImpressionsGreat service!! Thanks
Vonnetta G | First ImpressionsThe key card did not open the door when I walked up to the key pad. The truck door opened when I drove pass so I went in there. It was very convenient having that offloading area in the warm building.
Tricia R | First ImpressionsThere was one issue with my service. A/C was out this summer and it took to long to fix it almost past out because of how hot it was inside.
Manuel S | Overall ExperienceWhere do I start.. made my reservation a month in advance, arrived in morning to pick up the truck and get access to storage, lady said will give me access to storage when I return in evening.. brought loaded truck around 6:15 pm and another receptionist Kai said storage is not available and offer two smaller storages instead, also refused to give one month free.. end up having to pay much more.. it was past 6:30 pm with loaded truck and crew waiting to unload, so did not really have a choice.. And guess what, Kai forgot to give me my access code so got locked out of storage.. so was indeed a horrible experience
Mohamad S | First ImpressionsContinue with excellent customer service.
Alfred C | Overall ExperienceThe move-in experience was perfect. The manager, Matt, made everything smooth and simple. I was transferring from a U-Box into storage, and Matt went above and beyond to make that possible. I would go out of my way to use this particular UHAUL facility again because the staff here were so helpful, friendly and accommodating.
Anne T | First ImpressionsStaff very helpful and friendly. She found several units that I could check out and decide which was best. Very efficient in setting up and finishing.
JAMES F | First ImpressionsThe lady that attended me she was very professional
Jose M | First ImpressionsThe representative named Kai(sp?) was fantastic!
Paul S | First ImpressionsGreat price
ray c | First ImpressionsMuy buen servicio vale la pena lo recomiendo
JUNIOR A | Overall ExperienceThanks Matias for having professional, customer oriented folks on your staff. You've been Great and made it easy for our recent needs!
RICH A | First ImpressionsThe first couple months of using this storage unit was great. This faculty could use some cleaning inside, not sure if it was just the floor i was on, but the hallways was kinda dirty. I also chose this storage facility because it was temperature controlled, however when I went to get something from my storage, I learned that their ac broke and it was 100 degrees inside the building. I was never notified that the ac broke and I’m not even sure how long it was broken. I had items inside my unit that was temperature sensitive and I immediately got all my stuff out of storage. Luckily nothing was damaged, but it would have been nice to be notified.
Jack L | Overall ExperienceThere was only 1 employee there at noon on Sunday When I walked in to get my reservation for storage there were 5 customers in front of us - we were in line for at least 35-45 mins The employee- it was a girl - I don’t remember her name but she needs to be praised and appreciated and recognized for her OUTSTANDING CUSTOMER SERVICE!! She was patient and kind and professional with EACH customer- giving everyone in line EXCELLENT service Her demeanor set the tone in the facility and everyone remained calm until their turn Good job
Sandra K | First ImpressionsThe storage unit is clean and brand new looking. I trust my belongings there. The staff was friendly and helpful too. Thank you!
Wendy B | First ImpressionsGreat place and people to work with!!!
pat R | Overall ExperienceWhen you damage my property, I shouldn’t have to be the responsible party. I will never recommend your facility.
Matthew D | Overall ExperienceMy experience with the storage facility and staff was outstanding. The group there was friendly, approachable, and super helpful. I will continue to highly recommend this facility for anyone looking. Thank you again!
Donald L | Overall ExperienceClean facilities, 3 elevator, bathroom . ect
Eliezar G | Online Move InGood service
Socrates W | First ImpressionsThe building staff was very helpful.
Benjamin S | Online Move InI couldn’t ask for a more customer centric organization at my upsilon in sterling vaU-Haul than U-Haul
ANGELI S | Overall ExperienceCustomer focused, very helpful with clear communication and guidance provided. One of the best location in all aspect. Keep the good work going.
Sudheesh T | Overall ExperienceMy overall experience was excellent however when moving out there was only a single functioning elevator and even it was uncertain that it was going to work. With multiple people using the elevator it was rather inconvenient to get access to my room.
Duane M | Overall Experiencevery humble customer focused with a helping hand attitude. Keep it up
Sudheesh T | First ImpressionsNice place
Russell R | Overall ExperienceMatt the manager & Kai at U-Haul Storage Facility of Herndon made my experience a great one. I highly recommend this storage facility for renting uhaul truck for transport or for storage. I used both, the facilities are very clean & easy to access snd very reasonable. Both Matt & Kai have an excellent attitude and are very courteous, respectful and professional. I hope the owners of U-Haul realize what good employees they both are. That seems to be hard to come by now a-days. I will return In The future if I should ever need them again. I want to wish Matt & Kai both a Merry Xmas & Happy New Year. Sincerely, Helen White
Helen W | Overall ExperienceI’ve always been happy with U-Haul but this experience was better than expected. Everything about this event was positive. The facility, the people and the service were all excellent. I look forward to coming back and using them again.
MICHAELFRANCIS W | First ImpressionsNice attention and very friendly ,
CESAR P | First ImpressionsMatías was very helpful all the time. The gentleman who received my rental truck last night was also very helpful. Thanks.
Marta R | First ImpressionsRoom was not ready The lock was and still missing manager supposed to call me and give me the lock!… i have to use my own lock… When i call Costumer service la lady did not know how manage the situation
Elmer C | Online Move InThe whole transaction went smoothly from beginning to end .
Tia H | First ImpressionsMy U-Haul reservation, picking up the truck and auto transport experience in West Des Moines, IA was very very bad. U-Haul should Say what it mean, and mean what it. I am very disappointed that I was overcharged for the truck when I got there to pick it up. When I booked the reservation, I was told that the 20 foot truck was given to me on a discount rates, including my AARP discount for $930.00 including the tow dolly. The vehicle transport was $215.00 but I ended up paying more than I was told when I reserved the truck and auto transport. On the day of picking up the truck and the auto transport, I was told that the auto transport was not available at the location where the truck was. I was told that the auto transport was an hour away in another city. The inconsistency of U-Haul staff not being fair and reliable cost me pain and suffering and lost of income. When I reached to my location in Herndon, VA, U-Haul again inconvenient me by changing the previous drop-off location on my contact and asked me to deliver the truck and auto transport to a new location. After I dropped off the truck and equipment and U-Haul staff signed for them at the new location, I was repeatedly called and harassed about the auto transport by U-Haul staff. I hope something is done to correct the bad business I experience from U-Haul.
Emmanuel P | Overall ExperienceThe manager at this location (Matt?) was very helpful and made sure we were very well taken care of. Very welcoming environment.
Connor C | First ImpressionsThe general manager at this location was amazing! I had many issues with my move and he was very caring and unbothered by my chaos. He was helpful and I would highly recommend!
Iasyia M | First Impressionsvery satisfy staff is very great and help full specially Matias and i do recommend to all definitely go to them
ATIF I | Overall ExperienceWasn’t clear that alarm would remain disarmed until you re-entered your code. Thought it was on timer. Other than that, it went smoothly.
Richard B | Online Move InStaff is incredibly helpful and very friendly. Would love 24-hour access, but I'm perfectly fine with current hours.
Suzanne P | First ImpressionsMathias had gone out of his way to help me get sn outdoor i it he wash tight on top of. He is an outstanding manager and your company should be very proud to have such a dedicated employee. I just moved from Fla and had such. Big ordeal working with the PCk Rat storage facility. I will never use them ever again. I am 71 I should have listen to my daughter and rented a uhaul like we first plan it would have saved us a lot of Headaches & money. I have been To a couple other UHaul facilities and none compare to the cleanliness & positive attitude Mathias has. He is awesome! Helen White
Helen W | First ImpressionsLiked the fact I could get a live person on the phone. Matt helped me with several question by phone and also at the facility. Nicely done. 😁
Ben T | First ImpressionsImpeccably clean property, very friendly and courteous customer service.
MICHAEL M | First ImpressionsI have been conversing with Matthew & Kia over the past couple months regarding a storage facility to rent long term. They have been most helpful and very courteous. I am impressed how well maintain led your storage facility is. One of the nicest UHaul storage units I have ever seen. I am in a waiting list to obtain a outdoor facility. due to my Age & chronic back issues that makes it difficult to go up and down, in & out of the indoor storage facility. I was fortunate enough to get a unit on the second floor near the elevator. I went ahead an signed a copy tract 14 days earlier so I at least be near the elevator. I understand the outdoor units are few and at a premium. I plan to be their long term and it would benefit me to have a outdoor group f level storage unit I would even consider a larger then 10x10 if one comes up before October 1st. My personal belongings are in transit from Fl to arrive on the Sept 17 to the Pack Rat storage facility, Tentatively to be delivered on the Sept. 18th to the UHaul storage facility unit comes up later in Sept I can chsnge the stop off Date up to Oct. 1st.
HELEN W | First ImpressionsExtremely friendly and helpful staff. The equipment provided to get my items in and out was always a available and in good condition. Big thanks to Mathias for all his assistance.
Alan M | Overall ExperienceI checked out and then forgot something in my unit, Kai went above and beyond to make sure I got my item back.
Shawn C | Overall ExperienceExcellent customer service from Kai , to all customers ( went to location frequently).
Maria L | Overall ExperienceClean, secure facility, very helpful staff, easy to load/unload. Each unit is individually secured, which is awesome. We had 2 units for 21 months, and everything was exactly how we left it when we opened the door after many months away.
Lynne N | Overall ExperienceOwner was very helpful at check-in, very easy access. We loved the climate controlled bay for unloading and loading our vehicle. Clean, safe and very well-maintained.
Amanda S | First ImpressionsI think I can make it work, however the dimensions are definitely not as advertised. I even measured. It’s supposed to be 10X8X8 but it actually measures out to 9.5X7.5X7.5. Also there are only two parking spots provided in front of the loading area. The rest of the area is no parking for fire fighters. There’s literally nowhere else to park to load/unload items. This seems crazy to me. I will have to come at odd hours so I can get a spot. I tried to unload items but there was no parking so I had to come back. Why wouldn’t they have made more parking for customers loading and unloading items? Or even put that entrance in a more accessible area? Not designed well. Also the elevators are very small. Can barely fit the carts you provide into the elevator. Thank goodness I don’t have large items because there’s no way I’d even get them on the elevator.
Bryan A | First ImpressionsMatt was wonderful and went above and beyond in helping us with all our needs!
Vickie A | Overall ExperienceAC was out of service for at least 3 weeks.
MARK W | Overall ExperienceBest customer service I’ve ever had!! This is a great team!
Heather L | First ImpressionsIt was very hot inside of the storage building. It was supposed to be climate controlled but I don't know if that was the case.
JAZLYN F | First ImpressionsEvery step of my move was horrible. I don’t even know where to begin. At every step of the way uhaul messed something up. They messed up our truck reservation, then our storage unit. We needed 10x20 unit, didn’t have that so they said they would give us 2 10x10s, called to confirm they, they had us scheduled for 2 5x10s. Thank goodness that they had 4 5x10s next to each other. Then once we got to our temperature controlled storage unit, the AC was broken and it was 110 degrees indoors with 90% humidity. Then the cherry on top was that they messed up our drop off location for our truck. All in all a terrible experience.
kirsten p | First ImpressionsEveryone has been very accommodating. The facility is well-kept, and well stocked with all the necessities. I initially went to this particular uhaul to rent a trailer for an extended period of time, but while talking with Matt the owner, I decided to also rent a storage unit. Best decision! I left the dirty and over priced facility to store some extra things at his storage facility. Very pleased overall! This facility also offers a huge range of new rental trucks and trailers.
Jaclyn W | First ImpressionsExcellent customer service. Friendly and attentive.
NORBERTO D | First ImpressionsVery easy and fast service staff.and very nice and neet
ATIF I | First ImpressionsUhaul has first rate personnel and facilities to match. Their IT systems often slow down their employees’ ability to get things done…very frustrating for them!
Walter W | Overall ExperienceMy only concern is that the unit is supposedly "climate controlled" but the unit was very, very hot. If it's like that the next time I visit I will not be happy.
Catherine C | First ImpressionsEverything was great accept the size of the elevators. For a facility that is used specifically for storage, large elevators with large doors seems to be a necessity but instead they were tiny. Sort of wild that this wasn’t considered. I barely got a queen sized mattress on, and I witnessed someone else struggle and eventually give up on getting an average sized bookshelf on.
Jordan I | First ImpressionsAll personal were friendly, informative, and very professional. Real pleasure.
MARK W | First ImpressionsNicole was extremely knowledgeable and helpful in tenting my unit.
Sheri S | First ImpressionsI had 3 different storages before this that morning, and without any hesitation made my decision to stay with Uhail. Staff was unbelievably helpful respectful and was even nice to show the way to my storage unit
elena w | First ImpressionsThe manager was very cordial and very friendly. He explained everything and took his time to explain the safety of the vehicle. Now U-haul will be my first choice of renting
ABDOOLHAYEAMODE I | First ImpressionsThe process of making reservations for all of your moving needs was effortless. I highly recommend using their service. Made my life much easier with the convenience of having all your needs meet in one location.
MUKESH P | First ImpressionsEverything went well for me and all associates were very kind and attentive to all my needs and questions. Hours of operations was excellent for me as well. I would definitely recommend this U-Haul to anyone that need a place to store their household goods and treasures in the city of Herndon, VA.
Debra G | Overall ExperienceGreat experience engaging with team, including rental Of trailers and hitch installation. Kept unit for over 2 years.
Michael M | Overall ExperienceThe entire move in process was very pleasant. I especially found it helpful being able to unload the truck indoors. Thank you for such friendly assistance.
SUZANNE M | First ImpressionsMy entire experience was exceptional from renting the van and getting my storage unit. Thanks for all your help!!
Scothelia C | First ImpressionsThe facility was always clean and well maintained. Easy access and staff were always friendly and helpful.
Gary F | Overall ExperienceMatias the GM was amazing. After a long and challenging day he went above and beyond to address my concerns and found a solution to my problem. The place is great and clean and very Easy to access.
Jonathan B | First ImpressionsMatias is really cordial and helpful. Good asset and good responder
Oscar S | Overall ExperienceThe manager, Matt at this facility is top notch. Great customer service and always helpful.
Janet D | Overall ExperienceCynthia was a huge help. She was great and got me out of a pinch. Thank you
Simon E | Overall ExperienceThe staff at this location are knowledgeable and friendly, had no issues at all.
ashley h | Overall ExperienceI was extremely pleased with the facility in Herndon! Clean, a lot of safety measures, and the staff was easy to work with. Highly recommend!
Katie K | Overall ExperienceVery very clean facility, impressive!!!!!
Peggy S | First ImpressionsFantastic customer service and friendly staff.
Matthew B | Overall ExperienceVery clean facility. Friendly staff. Totally recommend this facility
John W | First ImpressionsMatias runs a tight ship.
CHRIS S | Overall ExperienceOur family still uses this location for storage. We enjoy working with the Manager Matt and the staff. Best U-Haul location we have used in the area. We have used other locations. Thank you so much! We continue to use your services and enjoy working with you.
Daniel G | Overall ExperienceDear Customer Services, I left the storage on June 2nd. So, why you charge me $119 for this month. There is something wrong? I’m out of country and I sent an email couple of day ago and I didn’t receive any response. Sincerely Khalil
khalil A | Overall ExperienceGreat experience all around.
ron b | Overall ExperienceStaff was great.
todd b | First ImpressionsGood products can only survive with good people! This location has a group of good people, which I believe are managed by an excellent leader/manager. I enjoy using this location, the cost, and most important the people are wonderful. Rare find, I suggest you clone this model, leadership process to implement across your brand. I wish I could find these types of people and management in our operation.
Daniel G | First ImpressionsI'd like to thank Matt for his help - he was very prompt with my requests and made sure I had everything I needed. The rest of the staff at the facility are also very helpful and friendly. Thank you!
Anita B | Overall ExperienceMatias was outstanding, the facility is exceptional and this is the best moving/storage experience I’ve had to date.
Hallie S | First ImpressionsSite was organized and clean and staff member was friendly, however staff member was left alone to manage all customers and store alone, on a Saturday. This lead to very long lines and wait times, which could have been avoided if there was even one more staff neither to help. Staff member also struggled to manage uhaul truck/ trailer pick up and drop off as well as purchases and storage reservations as they were alone.
Ritu G | First ImpressionsMatt and his team were outstanding! We are switching from CubeSmart and it is clear to see the U-Haul facility is better kept, etc. Plus we will save more than $200 per month. Could not be happier! Thanks!
ZHEER R | First ImpressionsThe reason I gave you this rating is because your carts are too small. In addition, only one elevator is large enough to adequately move furniture. This makes the moving in and out extremely difficult
Adele F | First ImpressionsVery pleased with the facility, security and employees. Matt did an exceptional job, was very personable and accommodating. He acquainted me with the building and made me feel welcomed. Five stars!
rosemarie f | First ImpressionsI would like to rate this location as 5 star! General manager, Matias, is a great guy to work with! He is very customer service oriented as other his colleagues. Uhaul was one my best experiences!
BAUYRZHAN A | Overall Experienceall good
Chandler H | First ImpressionsFriendly staff and always answer all my questions
HULAIMATU B | Overall ExperienceGreat costomer service
Alvaro v | First Impressionsvery unhappy that we had paid through the month but when we got the items out of storage half a month ahead of schedule we did not get the half of month that was not used or needed but prepaid back
peter n | Overall ExperienceThe best facility. Extraordinary services.
Maranda Y | Overall ExperienceThey are doing fine
CESAR L | First Impressionsexcellent
John B | Overall ExperienceFriendly staff. Clean facility.
nick l | Overall ExperienceDuring my move, I also stored items at Publlc Storage/Tysons and there is no comparison between them. This Uhaul facility is clean, well lit, carpeted, & has 100% AC & steel partitions-not drywall!
Thomas Z | Overall ExperienceNice experience
AMR A | Overall ExperienceMatius was great to work with. A true asset to the business.
Paul N | Overall ExperienceMatias was incredibly helpful - going above and beyond on a number of occasions including helping us lift some goods when our movers failed to show up.
Antonio M | Overall ExperienceGreat location and top notch customer service. We called ahead to place our reservation and the customer service agent Molly was so kind and helpful!
peter b | First ImpressionsThe representative Matias Pavese offered great customer service, answered my inquiries and went home feeling fortunate I had come to Uhaul for my needs.
Sherri H | First ImpressionsN/A
ALLEN B | Overall ExperienceMatt (Mathias) is incredible. He works to solve customer problems and treats his customers in an extremely friendly manner. The location might be a bit out of the way, but it's worth it.
Jeffrey I | Overall ExperienceFacilities were surprisingly clean, and office was neat and well-stocked. Matias was great to deal with. He was kind, informative, and efficient, which is difficult to maintain on such a busy day.
Nathaniel B | Overall ExperienceVery smooth transaction and I couldn't feel better about it. Matt's a great guy.
john l | First ImpressionsI received good service from this facilit.
Robert P | Overall ExperienceMatias was very attentive and helpful
HOLLEIGH S | First ImpressionsMatt Made my experience stress free his staff is amazing always helpful and kind they go above and beyond to assist you. I look forward to referring and working with Matt in the future.
LATIFA B | Overall ExperienceGreat: staff, location, and price. Overall, easy to work with. We still kept a unit and our continued business with uhual. Thank you very much! We really enjoy working with Matt and the staff.
Dan G | Overall ExperienceOur car was stored at your facility and the battery went dead, the staff first helped try to jumpstart the car, and then drove me to a nearby store to buy a new battery and helped install it. Great!
daniel c | Overall ExperienceI had an easy and great check in experience at this location. I had my belongings moved in fast and it was convenient.
Robert P | First ImpressionsI had the opportunity to interact with all the staff and they were all outstanding!
GEORGE J | Overall ExperienceCustomer service was excellent he did exactly what he was supposed to do and gave me exactly what I needed I don’t know the gentleman’s name but he was excellent
JOHN B | First ImpressionsMatt really focused on our needs and made sure we got what we wanted.
David C | ReservationThe u-haul people who helped me were extremely helpful and informative in response to all my questions. All negative thoughts are due to it being an in progress conversion of a commercial building.
John C | ReservationMatt is very professional and an overall great guy. He was able to answer all my questions and address any concerns I had. He also informed me of MovingHelp.com which saved me a lot of money.
tearia b | Reservation15 foot truck does not hold two bedroom apartment as advertised. Furniture protectors I rented were wet and dirty. Storage space is clean and adequate.
Laura E | Reservationgood experience.
Praveen K | Overall ExperienceAmazing customer service. Everyone I interacted with was super helpful and friendly.
Shawn O | Overall ExperienceI was running late and wasn't sure if I would make it to check in on time. They reassured me that they would work with me when I got into town. Facility was clean and customer service was great!
Shawn O | ReservationGreat service
Egan C | Overall ExperiencePeople there are friendly and very helpful.
IBRAHIM A | Overall ExperienceHORRIBLE EXPERIENCE. Elevators malfunctioned. Staff weren’t available even DURING business hours at move-in to troubleshoot problems. Employee dismissive and uncooperative at move-in.
adan l | Overall ExperienceGreat Service...
Egan C | ReservationMatt was friendly and very helpful with my move in. Faculty is clean and very comfortable temperature.
Jonathan H | Reservation