Customer Reviews for U-Haul of Columbia Pike

Rating:

1.0

stood in line for an hour just to get my rental. $40 worth of equipment i needed and ordered was not in the truck when i got to my destination. Never using your services again.

Rating:

3.0

The person after me had not returned the pick up truck on time. I was planning on using my credit card insurance but when it wasn’t ready I had to get a cargo van and purchase the extra insurance making what was supposed to be a cheap errand more expensive

Rating:

3.0

Parking lot was packed and busy. Very little help and instructions given on what todo.

Rating:

5.0

Everything was perfect. You made it easy and were remarkabley flexible in adjusting my return time.

Rating:

4.0

When I rented the car last time the same bird crap was on the hood this time.

Rating:

3.0

Had trouble finding parking and receiving vehicle took 45 minutes despite there only being 1 other customer in the store at the time

Rating:

5.0

Everyone was so nice and helpful!

Rating:

5.0

Primeramente gracias a Rosa la chica fue amable eficiente me ayudo hasta en el último detalle, lo único que hay que mejorar es decir que hay que anticipar la reservacion siempre no solo fines de semana

Rating:

3.0

Staff impatient. Even though I did counter pick up the kept directing me to the app for pick up and drop off.

Rating:

5.0

I have to give a huge shoutout to Dauda Jalloh, the General Manager, and Jabrie for providing some of the best customer service I’ve experienced at a U-Haul location. From the moment I walked in, the entire place stood out. This was by far the most organized, professional, and customer-friendly U-Haul I have ever visited. Everything was handled efficiently, but what really made the difference was how welcoming and understanding the team was. Dauda went above and beyond to help me with my situation and made sure I felt taken care of. Instead of just treating me like another transaction, he took the time to listen, explain everything clearly, and find a fair solution. Jabrie was also extremely helpful and friendly throughout the process. Moving can be stressful, but having a team like this makes a huge difference. It’s rare to see this level of professionalism and genuine customer care. I would absolutely recommend this U-Haul location to anyone who needs a rental or moving services. Thank you, Dauda and Jabrie, for making this experience a great one!

Rating:

4.0

I was unable to use the app to add additional drivers. Once I tried I was stuck in a loop. I would not have been able to pick up the vehicle after hours. It was lucky there was someone there to help me.

Rating:

5.0

You have to install adjustable seats

Rating:

4.0

The location was fine but always issues with the customer service. Employees always seems like they are about to sleep. They barely talk when you ask questions.

Rating:

4.0

Quick, easy return

Rating:

4.0

Brakes need to be checked.

Rating:

1.0

The staff ignored the needs of multiple customers, refused to sign anyone in and insisted they do everything themselves in their phones and did not provide me with either of the dolly’s I ordered so I had to go back and get them. Horrible service and will not be using again

Rating:

5.0

Employees were extremely helpful!

Rating:

1.0

The staff was very good however your check in process via app or web was terrible. The return process with 9 photos of the vehicle is ridiculous. I am a customer not an employee. I felt as if I was doing the staffs job. Disappointed amd will most likely not use uhaul again.

Rating:

4.0

It's easier to have a reservation because you already know what's available for rent. I'm not phone/app person with return vehicles so I do enjoy having the counter face to face customer experience.

Rating:

1.0

Your app and website are awful and your only had 1 guy staffed on a Saturday at the end of the month. He did his best but he needs support especially at peaks moving times and especially when you have a terrible website and app. Every customer (and there were a lot) there was having problems with the website or awful app. It took an hour to get out of there when I had my keys and my initial pictures taken within 15 min.

Rating:

3.0

The app was extremely slow at pick up and check out. More in person customer service reps would have been much faster

Rating:

5.0

I worked with the same customer service person at pickup and return. He was FANTASTIC. He was helping many customers at the same time but kept the line moving quickly and helped us get in/out very fast. He was wonderful to work with.

Rating:

2.0

Chaos is an understatement. Messy. Lack of attention to customers. Trucks everywhere. App didn’t work but nobody to talk to. Truck was literally empty of gas (13 miles to empty).

Rating:

2.0

When making my reservation I chose in person pickup. Nonetheless, I was required to use my cell phone to pickup and return the vehicle.I couldn't even see the pictures that I was required to take because the sun was so bright. And there was a uhaul van parked close to the truck so I couldn't even get a good photo of the side. There were employees present so it was ridiculous that they could not check us in and out.

Rating:

4.0

Provide a safe and easy place to park one's car over night when renting vehicles. Manage and control the free labors soliciting moving help. Hire more U-Haul representatives like Dauda Jolloh. Dauda Is outstanding, helpful, and experienced with fantastic customer service.

Rating:

3.0

The truck I rented had a loose right-side mirror that would not stay in the position I adjusted it to. While I was driving, the mirror rotated completely out of position, leaving me unable to see traffic behind me on the right side. This created a very dangerous situation whenever I needed to change lanes or make a right turn because I had to do so with a significant blind spot. The vehicle should have been inspected and repaired before being rented to customers.

Rating:

2.0

$20 was truck fair and they charged $63 for different reasons that was unfair.

Rating:

5.0

Reduce the price per milage.

Rating:

4.0

I still had to get help from a store attendant to get the vehicle key even though I used the app check-in process.

Rating:

2.0

Have staff that actually help and aren't dismissive. Additionally, turning into the lot when returning a vehicle is extremely inconvenient and troublesome as you're required to make a U-turn on a busy 3-lane road.

Rating:

3.0

A larger parking lot is in order. It was chaotic to find a parking space to return the rented van.

Rating:

4.0

Excellent and easy, except for the app. It took ages to take all the photos. Pretty annoying.

Rating:

4.0

Let people know in advance that everything needs to be done through the app. I was very disappointed when I showed up and couldn’t just process my reservation with a person, even though the employee was standing right there. He told me to do it on my phone. While I don’t mind having to use the app, I was moving that day and in a rush and would’ve liked to handle all of that ahead of time.

Rating:

1.0

Place was so packed I barely could find a place to park the truck.

Rating:

5.0

Let customers check in at the desk. I hated how cumbersome and convoluted the online checking process was. An employee had to help me with the whole process. If they’re having to do that then just let them look up my reservation and hand me the key!

Rating:

3.0

Engine warning light on truck and binding brakes, poor headlights- the truck was dangerous and not roadworthy.

Rating:

1.0

Customer service is not good.

Rating:

3.0

Did not like that you have to deal with the store at this location and can not self checkout. Also alot of vagrants hanging around the parking lot

Rating:

4.0

The young lady on duty on the morning of July 7, 2026 in Falls Church was great. Unfortunately, I didn't make note of her name. I remember she had a difficult name to pronounce and remember .. At any rate, I would like for her to be recognized for helping me to pickup the truck. Here is exactly what she did: I made the u haul reservation some time ago and received an e mail Unfortunately, I must have deleted the confirmation. For that reason, I googled the u-haul in Falls Church and arrived as scheduled at 8 at the wrong location. My truck, as it turned out, was at the other u-haul. The young lady, quickly figured this out and just as quickly transferred my reservation to the Columbia Pike location. This she did, while fielding questions from four other customers. She then assisted me to download my license and complete the reservation. She also directed me to parking for my car and then she assisted me with dollies and blankets. All of this while continuing to keep other customers serviced. . I am planning to get her name and write a letter of commendation. She saved the day for me and will not forget this experience. Thank you.

Rating:

4.0

This is my go to location to rent uhauls, but my problem the last two times has actually been with the app. But once I am able to get the personnel there to assist they can usually resolve the issue.

Rating:

3.0

This site is routinely understaffed. When checking out via the app, there are always issues that arise with me and fellow customers, and there is usually only one attendant to help. Through no fault of hers, it toook 30-40 minutes to pick up my rental.

Rating:

3.0

Couldn’t move around the lot there was too many trucks there. Plus returning the truck after hours was a real pain in the you know what

Rating:

1.0

The person who helped me at registration was very rude, and I was extremely upset by the way he treated me. It seemed like he didn’t want to help me as a customer. I even asked him if something was wrong, but he never answered my question. Whenever I asked for an explanation, he seemed unwilling to help or explain anything. I had a very bad experience at this location.

Rating:

5.0

Perfect

Rating:

5.0

Staff was nice but all the emphasis on using an app / my phone was annoying when it was so bright I had a hard time seeing my screen.

Rating:

5.0

Good experience, and very smooth. When I walked in someone was on break/lunch and still helped me out immediately.

Rating:

4.0

He met me in the parking lot and proceeded the incoming inventory review without questions. This has to be the simplest drop off location I have experience yet!

Rating:

3.0

Staff are clueless and hostile. The business model requires the customer to do all the work on an app— including taking many photos. Difficult and cumbersome, especially since we only use the tech only once, making the learning curve challenging. It appears the company doesn’t respect the customer, and doesn’t provide any support. Needs to upgrade.

Rating:

1.0

terrible kiosk experience, duplicate sign ins, charged for cleaning fee.

Rating:

3.0

Could not pick up my truck early as everything was blocked in. Needed to come back a few hours later. Perhaps have less self pickups or ensure those can be free to exit

Rating:

2.0

Dirty truck, rude/unhelpful staff, not a user friendly experience on the app either.

Rating:

5.0

Easy to find. Gas station right next door. Lots of trucks and trailers and vans available. Easy and quick return. No complaints!

Rating:

2.0

It took an hour to pick up truck. The guys were nice, just process ridiculously slow and inefficient.

Rating:

1.0

Horribly understaffed, undersized, overbooked, overworked, overpriced, it reeked of greedy corporatism. Wish there was a decent competitor to U-Haul I would never rent again.

Rating:

1.0

No one was available to help us when we checked in or dropped off. When we checked in, the employee was checking multiple people in at once. The truck was poorly parked originally and no one offered to show us the vehicle- they just gave us the number and waived us off. I think this location is very understaffed. There was also random unhoused people in the lot talking to customers and employees. The staff was nice once they warmed up, but they seemed over worked and underpaid.

Rating:

2.0

There was a line of customers and no one was at the counter to help. Someone should be available to help with my reservation. I should not have to do everything myself.

Rating:

3.0

Easy to find the ONLY rep in the store, like put a bell to ring to get him out from where ever he is. Vehicle seats were full of like pet hair, like they were never vacumed.

Rating:

3.0

Extremely slow. Wasted so much of my time and it Was not even busy

Rating:

5.0

Jacob was great

Rating:

5.0

Excellent

Rating:

5.0

I will recommend my friend and family

Rating:

3.0

Here's a polished version that keeps the criticism constructive and specific: The truck itself was great and served its purpose well, but the pickup experience was frustrating. The app repeatedly glitched during the self-check-in process, making it difficult to complete the rental. There was only one staff member working, and the location was extremely busy, which created a lot of confusion. I honestly felt bad for the employee, who seemed to be doing his best under difficult circumstances. Parking was also a challenge—there was nowhere obvious to park during pickup, and I was actually yelled at by a neighboring business owner while trying to figure out where to go. Overall, the vehicle was fine, but the pickup process could be much smoother and better supported.

Rating:

1.0

The customer service was not very good. The workers were not very helpful professional and the parking lot was just a mess. It was very difficult to get the cars into the lot but because many cars are just parked everywhere. It’s in disarray and if some cars didn’t just happen to pull out when I got there. I would not have been able to bring my U-Haul equipment back into the lot to leave it and park it

Rating:

3.0

Was charged an after hours fee because the customer rep that took the return key from me never told me I had to also check out in the app. After handing them the keys, I asked do I need to do anything else they said “no, you’re good man.” I was definitely not good. Poor communication by the evening rep. The I received the truck from was great though it might just be the one guy. Truck itself was fine except for sticky residue in cup holders and some on middle seat.

Rating:

3.0

Terrible app, rather check in with a person next time.

Rating:

1.0

Took 45 minutes to get a truck just for it to be cramped in a tight space. The wait caused us to almost miss our move in time.