Dauda was very informative and helpful, I had a great and easy experience picking up everything i needed.
Jason lCustomer Reviews for U-Haul of Columbia Pike
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 truck that I received was in very bad shape for a one way rental. The company seemed to be okay with me using it, but I recommend taking that specific truck off of the lot and making repairs to it before letting someone else take it on a long trip.
STEPHEN AMild front desk staffing issues. I’d keep a 3rd person on the register.
Philip Lpoor poor
Bereket NThe employee who assisted me was excellent. She was friendly, efficient, able to deal with difficult customers (not me!), and very helpful overall to a U-Haul newbie.
CHRISTOPHER TThe uhaul app was super buggy. I spent 20 minutes trying to get it to accept the truck photos.
James GExcelente
RODRIGO AStaff were unhelpful, made the minimum effort, barely communicative. The only thing I can recommend is the location. Aggressive strangers in the parking lot soliciting day work or surprisingly, insistent, Personal interaction was borderline unprofessional, unwelcoming.
Daniel FPerformed at an excellent level by maintaining strong teamwork, dependable work habits, and high-quality service for U-Haul customers.”
Kamal FThe only issue I encountered is that when I arrived the location and ready to return the key, I was starting processing. I took the interior picture then I jumped out to close the back door while the car was running because the car indicated that the back door is open. I found out the car was locked while the engine was running. When I called your road assistant, I have been told that the charge is $200. I declined and called another company to help me unock the car. I paid only $78. Why is that?
Sofia OBest service ever. Keep up the good work.
Raymond OThe customer service was terrible. I was told “I need to see your phone” maybe 10 times before understanding that the app was necessary for check in at the counter. The attendants were rude, unaccommodating, and unhelpful. The vehicle was clean and rode well, but the service was terrible. The location is also lined with folks looking for work. I was approached by 10 different people asking if I needed help moving just walking from the car into the building. Additionally, there is no parking.
Natalie HI thought the staff at this location were great. They were nice and enjoyable to work with. Good customer service!
PAULA CWhen I rented the truck the gas was half a tank not full tank. I returned it at a quarter tank but I was charged for a full tank of gas. Why?
Eduardo PThe store was crowded with only 1 person. Picking up was disorganized and drop off was hectic. One of the staff actually expressed frustration by letting out a loud sigh and laying his body on the counter as if to say he was frustrated. The customers just looked at one another. He then got up and continued working. We felt as if we were causing a problem by being there. Not a good feeling.
LETISHA LUX of the app is an unmitigated travesty. Verifying details such as driver license through camera scans threw up errors and crashes. Every step in the check in process has multiple areas of friction for the user. It is poorly designed. The check in process took 20 minutes to get my vehicle assigned. I was assigned a lane and spot to pick up my vehicle. Unable to find, I needed to speak with an employee. My vehicle was buried 3 deep and was unable to get to. The employee then had to reassign my vehicle to one up front. That process took another 15 minutes. Then came the now you must take pictures of every portion of your vehicle within the app along with interior and odometer It is a mind numbing amount of steps. This location is inundated with a lot of day laborers harassing you for moving help, both at check in and upon return. You cannot distinguish who is an employee or just a random person. Drop off location/return is small and was blocked off. It was extremely difficult to find a space to return the vehicle. Once taking more pictures of the vehicle to check out, I was instructed to drop the keys in the drop box. I was unable to locate anywhere in the facility a drop box. Again, I went to search for an employee. Gave my key to someone that was counter adjacent and was told that I was good.
Kevin RExceptional customer service! Exceeded expectations 115%. Throughout the whole process did all and above to make my experience easy, comfortable and pleasant. My rental cargo van was spotless clean.
Alexandra LWe schedule to pickup at 4pm and arrive ~3:30pm - did not leave ~ 4:45pm!! The app process was not working - the person cannot perform the manual processing for us. After done with paperwork - the app cannot take pics which take a while. Came back in was told the app has issues and the person send a link.
VINH TCustomer Service was excellent - my only complaint so to speak is the unclear parking when arriving to pick up the rental. It is unclear and very limited.
Clairanne WCheaper installation. Lifetime warranty on wiring would be nice. I thought it was lifetime warranty but then they said it wasn’t.
Eric FFriendly staff
STACEY LStaff was very helpful.
Matthew BThere was a cigarette in the cup holder and the app check in and check out process simply doesn’t work because the app is so dysfunctional.
Sean MWhen U-Haul app wants you to upload photos before taking a truck, it is a bit of a problem that there is no Wifi reception at the truck! The U-Haul App should let you upload photos you have taken offline instead of only accepting directly from the phone camera. This is the first U-Haul truck I have rented in a long time. Still no cameras for backup. Really? I would only recommend this location if its proximity was the deciding factor. No customer parking is a major inconvenience. You should make explicit arrangements with Dicks Sporting Goods or the Meza restaurant to allow customer parking in their lots, at least during certain hours.
Christopher SThe key fob lockers is a bit rusted.
ted cNothing
NATHAN CIf you could work on your renting process, that would be great. I appreciate that. There’s a lot of stuff that we can do online but if I am picking up the truck, for rent from the store. I don’t need to go through that same process on my phone, why won’t the employee would be able to do it for me? I don’t need to fill a form to just add the details that I can provide for the employee by providing my drivers license to them.
muhammad lThe rental associates were incredibly friendly and helpful during a busy Saturday. We were able to pick up and drop off our rentals quickly and safely!
Megan GVery helpful associates at this store.
sean KMr, jalloh is an amazing and very helpful guy I had two visits in this location and so far no issues very pleasant experience From Aloko
Gul aApp wasn't working well. Customer service was okay. A more thorough explanation of pick-up and drop-off would have been preferred.
Lauren POne of the employees told me where to park, since we were coming in close to closing. After we parked, another employee rudely told us we couldn’t park there. He had an attitude the entire time we were there, even though we never requested any assistance from him. The parking lot at this location is horrible, and needs to be revamped / more clearly marked.
Trinity DI arrived at the UHaul on Columbia Pike. When I went to check in and pick up the truck, I had parked in the lot, next to 4 other customer vehicles. It took the employees about 10 minutes to actually acknowledge me. I finally got an employee's attention, who checked me in and took my payment. At no point did any of the 4 employees tell me I could not actually park in the parking lot. I used the truck for approximately 3 hours and returned it with a full tank of gas. When I arrived, by 2016 BMW was gone. At first, I thought the 10 or so transient men who were loitering and asking for work (rudely I might add) may have stolen my car, since one of them was hanging around, leaning on it, when I left. I was told by one of the UHaul employees my car was actually towed. I was astounded. He meekly pointed at a sign attached to the garbage can, mixed in with other non descript signs. Why wasn't I actually told not to park in the lot? The employee rudely told me that "we tell everyone" which most definitely did not occur. My towing fee was $180. Pete's Towing is the company that towed the car, to the Al's Towing lot in Falls Church. After some rude comments made by the employee (I don't remember his name), I took an Uber ($24) to the towing lot. There, the woman told me they get cars all of the time from the UHaul location, during office hours, and she thought that that specific location colludes with the towing company. My towing fee was $180. So "How was my experience"? Well, I went to rent a truck to move some junk out of my garage, I pay UHaul $90, then the towing company $180 to tow the customers car, then I find out this location is getting kick backs from the Towing company. I will be reporting this to the Better Business Bureau of Northern Virginia, and will never use UHaul locally again. This is not a way to run a business--at the very least your rude employees should have verbally told me to not park in the parking lot. DO NOT USE UHAUL IN NORTHERN VIRGINIA, they are a dishonest business.
KEVIN GI had a very good experience with my rental. The service rep was friendly and helpful; I had some issues with my phone and the U-Haul app so he assisted me with his phone. The vehicle was very clean.
BRIAN EGreat service great employees
SISAY HOutstanding and fast service! Very customer friendly as well!
LAWRENCE JI didn't like all the app handles of the rental. I was on my mobile data and I wasn't able to accurately submit all the features required for the rental but I got through-- it was time consuming. Secondly, I have lived in the area for almost 10 years and I have out-of state license - I never had to do a verification. I am a Veteran and I had my passport with me so I didn't understand why all the verification. I was staying local
Tifarah MCustomer service at this location was fantastic.
LISA KThank you U Haul Team. You guys running an awesome business! Thank you so much keep strong and efficient!
Onon GForcing customers to use an app, submit photos, and payment minimums for anything but a credit card is terrible. I've been a uhaul customer for 22 years... But the hassle, privacy tradeoff, and inconvenience has gotten to the point where after this experience I'm just going to go buy a trailer or go with the guys offering trucks in the parking lot
DOMINICK TThe check in process was terrible. When I reserved the truck, I chose counter service. When I went to check in, I had to change everything to self-service, retyping in information, waiting 19 minutes for someone to call to authorize it, even though I was standing at the counter. Additionally, I walked in the door 3 minutes before opening, not realizing that it was not yet open, and was yelled at for walking in. After check in, upon going through self service after not electing to, I could not find the truck. Then I needed to grab my own blankets that I paid for, without any direction of where to get them. Then, I didn’t receive the amount of blankets I paid for. It was the worst and most cumbersome experience. I will not use U-Haul again. To improve, I recommend a better check in process with actual customer service.
TIMOTHY HTruck was not ready, took forever to get to staff, chaotic and parking spots are used by random laborers who is in business with the location, trying to sell their time. No supplies in truck, was told to help myself to find the pads. Return was a mess, told to use app then took the key away prior to me finishing the checkout process.
Zhenyu WHelpful friendly, enthusiastic staff, both check in and check out. Easy website. Easy rental and payment. No stress vibe. Fantastic van. Note the condition question: The van was a little B.O. smelling and had crumbs and such in the cab. Thank you everyone!
LORRIE BNice
Celso AI have used Uhaul twice recently to move. For storage and trucks. It has been easy and affordable. The app and online is good too.
SEAN ORude, dismissive staff. They also failed to give me the dolly I ordered.
Jesse BI’m getting excessive email in regards to a rental I dropped off early and extended per company policy then the general manager contact me in regards to an over due rental which I dropped off the night before and following all guidelines. I hope I don’t receive an invoice for something that is not mines.
Somboun PThe sales rep was very helpful and knowledgeable. I would definitely refer friends and family to this location.
tyrone w1. The location was shortstaffed when I arrived around 9 am, with only one employee working the counter. Corporate needs to provide the necessary staff to handle customers during peak hours. 2. Either improve the online truck pick-up process or allow staff to help customers. The online pick-up process is cumbersome and glitches too often, and I saw other customers finding it frustrating, especially older customers.
Seung HThe attendant that helped me was fantastic! Really appreciated his help The only reason I gave an overall rating of 4 is that it is super busy in the morning and this location could use a second person on the desk. I would rent from here again.
Steven FNobody wants to help you!
Darius WAllan was friendly & efficient. Return of equipment was very easy. Maybe give Allen a remote device to check in all equipment returned
JEFFREY KApp would take pics but not save them when checking in. Was very frustrating.
David FNot a safe Location to go alone Take someone with you
Jameel CStaff
Xavier LGreat customer service! He went above and beyond and beyond to make sure I was good to go! Thanks for your positive attitude! Moving is stressful but you got us off to a great start!
Micaela PThe staff is very unorganized and rude I will never recommend any to this location.
YAHWEH BI was charged twice for a rental
Chris REquipment well-maintained. Driving experience was as expected for a fifteen-foot truck. Alternate drop off location was “interesting”, but adequate. Overall experience was a “grand adventure” to move our daughters’s piano down to her new house.
David TDauda was very helpful and kept me informed of the progress.
CHIMIN T1st location was totally automated, but pretending that it wasn’t. When problem with lock box for key came up — neither your chat nor your help line could resolve. Help line moved my rental to another location. Second location was fine. I lost an hour and a half; I had to pay my move team for an extra hour. I’d call this a classic snafu. Won’t use U-Haul again.
CHRISTOPHER VI felt that the General Manager, Douda, and his Team went out of their way to provide the outstanding, timely customer service I received. They deserve to be recognized for their effort! How do you improve on Excellance?!
Albert CStaff was good, friendly and helpful, but there were only two people to take care of a dozen customers. Please bring on additional staff.
Joshua CI was surprise to see my bill that you charge $1.69 per mile
John KEveryone we spoke to was very nice and helped support a very stressful move.
Sierra MNot the best experience. Forced me to check in using the app., despite pulling up my reservation, the went in to help someone else. Once I got checked in on the app, the person have me a key and told me where the truck was. I had reserved a furniture dolly but could not get it because some lost the key to the truck it was locked up in. After almost an hour of waiting to finish the process, I had to leave, as I was on a tight schedule. Returning the truck wasn't much easier. I brought it back and was told, by the lot attendant, to leave the keys in the truck and to go inside. The counter person, pulled up my acct and said to finish the return on the app and follow the instructions. Well, I did that and still had to go inside to be refunded for the dolly that I couldn't get. The lack of customer service was astounding. Finally, the guy that refunded me got it taken care of and was friendly. Total checkin and checkout time of 1hr and 40mins is just way too long. They could have just made it faster by using the computer, versus making everyone use the app., which would freeze occasionally.
George O- No parking for people who come to pick up the truck with their own car, had to go to a lot across the street. - When picking up, the staff wanted you to do it yourself - download an app or go online, and only stepped in to help when he tried to change my phone's setting that blocks a certain step. It's not helping with efficiency. - The truck's blinker for direction on the rear back was not working and we found out when we started driving the next day (we did a one-way, long distance move). They should help remind customers of checking the vehicle with engine on. In summary, it feels like they just want you to be on yourself, without offering much support.
KONSTANTIN SThis location the staff doesn’t want to help at all. Second time I’ve been to this location both times if you try to checkout at the counter they say we only do mobile checkout and manually change your reservation. The mobile checkout process is painful it has you take pictures of your license 3-4 different times including the time before you arrived. Then even after you do mobile checkout you have to still get keys from staff, this process is so broken.
Andrew BGood service. New truck, no issues.
MILTONROGER S