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.
Stephen MCustomer 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 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.
Kiman B$20 was truck fair and they charged $63 for different reasons that was unfair.
daud aReduce the price per milage.
maranda tI still had to get help from a store attendant to get the vehicle key even though I used the app check-in process.
Andrew WHave 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.
Antonio TA larger parking lot is in order. It was chaotic to find a parking space to return the rented van.
Messay BExcellent and easy, except for the app. It took ages to take all the photos. Pretty annoying.
Jason LLet 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.
NICHOLAS DPlace was so packed I barely could find a place to park the truck.
Kaelin PLet 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!
Amy EEngine warning light on truck and binding brakes, poor headlights- the truck was dangerous and not roadworthy.
DAVID WCustomer service is not good.
Wahidullah RDid 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
Harold PThe 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.
Thomas BThis 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.
Andrew CThis 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.
ANN TCouldn’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
Keith SThe 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.
Fasil MPerfect
hamed bStaff 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.
Jose CGood experience, and very smooth. When I walked in someone was on break/lunch and still helped me out immediately.
Dylan SHe 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!
Nathaniel PStaff 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.
Daniel Fterrible kiosk experience, duplicate sign ins, charged for cleaning fee.
Christopher RCould 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
Nathaniel HDirty truck, rude/unhelpful staff, not a user friendly experience on the app either.
Yacin LEasy to find. Gas station right next door. Lots of trucks and trailers and vans available. Easy and quick return. No complaints!
Eleanor HIt took an hour to pick up truck. The guys were nice, just process ridiculously slow and inefficient.
LAURIE SHorribly understaffed, undersized, overbooked, overworked, overpriced, it reeked of greedy corporatism. Wish there was a decent competitor to U-Haul I would never rent again.
Clayton HNo 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.
Mark LThere 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.
Dominic FEasy 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.
Shumaisa CExtremely slow. Wasted so much of my time and it Was not even busy
PANKAJ GJacob was great
ABDULLAH SExcellent
Paul FI will recommend my friend and family
MD aHere'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.
Katherine DThe 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
WILLIAM SWas 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.
Mandeep RTerrible app, rather check in with a person next time.
Ronald PTook 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.
Owen BI ordered the truck from the Filmore uhaul, which is very close to me. I was shifted to Columbia pike uhaul, which os not close and wasted a huge amount of time
Kenneth SI selected counter service instead of app self service when reserving the vehicle. When I got there, I was told I had to download the app, and then still had to do the self service myself anyway. I was not warned ahead of time about the approval process in the app, what it entailed, and how long it would take. I assume this is a company wide problem that is not unique to this location. However, while I was there, the person behind the counter was extremely unhelpful, as all he did was tell people to download and use the app, and then make smart remarks when people expressed confusion, like me, when the easy reservation system did not match up with the complicated “approval” process, or when we expressed concern about turning over so much personal information. The people working on supplies, like dollies and mats, were luckily nice and helpful.
Evan FWe reserve a pick truck from your location to pick up at 7am , we were there 10minutes before 7am , but the Team member was late 15 minutes. When she arrived No good morning no sorry for the late .. ? When we approach to the counter she told us she will not help us , we have to do it in the app ?? Which we started but the app asked to proceed to the counter , also the same TM didn’t know how to help us to drop off.. very poor service at this location..
Lucy PApp wasn’t as helpful as could be. Still needed to ask for help from staff. Seemed like everyone was struggling so the lone person at the desk was running many different directions. Don’t assume that because you have automated many processes that human presence can be minimized. Still needed human engagement.
Brian WI appreciated the guy pointing out the fee for unfolded blankets. I didn’t notice the sign.
JIM KThe move itself was easy. We finished in 3 1/2 hours. This is the first time I have rented one of your trucks since you introduced software that puts most of the paperwork burden on the customer. An hour after arriving at your location I could finally drive away with the truck. Then, when I returned it, your software froze while I tried answered your question about whether the truck needed maintenance. It did. Your employees were unavailable, and when the software wanted to re-start the checkout process, I just left. The temperature in your sunny parking lot was 90 degrees, I was thirsty, and you were not paying me Another point: Your competitors are more forthright about how mileage affects the overall cost of rental. Your $25.00 turned into $166. (That was a bit cheaper than Budget's estimate but costlier than making five trips in our sedan.) The truck's main problem was a mirror so loose that a small bump in the road left me looking at the driver's door. Mechanically minor but a big safety issue. Your employees were cheerful but had little role in my taking or returning the truck.
MARK SThe woman who works there was very helpful and nice!
Victoria HBetter parking on the spot
Agasha RHard to park. When we went to return there was a whole line there. Also no one would help us check in they made us scan a QR code and do it ourselves while they watched. Very odd
Angela DChange the process for military customers who have an expired drivers license paired with military ID. This is permissible by law. Advertise the requirement to bring a current LES ahead of time. Most people don’t keep those handy.
David ZClearer instructions for self check out and return.
Noraly FThe vehicle had more than 100,000 miles, the check engine light was on and the low air pressure indicator light was on. The CSR when checking out the vehicle was rude and non-responsive. When I told him I was there to pick up a vehicle, he told me to scan the QR code and do it myself. The only saving grace was the woman checking in the vehicle upon return. She was very nice, receptive and energetic.
RANDY KYou guys were helpful at checkout dealing with a payment issue and with return of the truck, thank you. Clean truck, helpful staff, I appreciate it.
Hiram REasy app pick up and in person drop off
Cameron EStaff members were rude
Mehmet OThey didn’t have enough customer support on the table to pick up the truck. And then, outside, only one person was there to help. So it would be better if you had more people available to help the customers.
Alba JBy not charging an entire extra day for bringing back a vehicle at 8:30pm. Close of business shouldn't matter since the entire check in and out was done entirely online.
Brian GThe Right Tire Pressure low indicator was lit. I advised the staff prior to our departure. They stated they knew about it and just to ignore it since it was just the sensor. It seemed to be fine during our trip. Apparently the "system was down" so there was a delay in processing the order, etc., but the staff remained polite, helpful and patient. The parking lot seemed quite chaotic in that it was unclear where to go and what to do.
Mark BWe had set up for a mobile phone pick up, but it didn’t work when we got there and we had to wait for the office to open and scan and convert it to a manual pick up. Took an extra few minutes but luckily we were the first in a long line so we got out of there pretty quickly. The truck was brand new and had just over 200 miles on it and rode very well and was very easy to use.
Ellis HJacob quickly installed my hitch and reached out directly to me when he was completed. Excellent customer service on a busy day at the store.
Scott SLa atención esta buena
ARIEL AExcellent customer service and kept us informed about the u haul computer system being down and they were working on it, All the guys were great professional and very helpful Thank you
JONASDAVID CWe arrived there but were told that our truck was not available. They said that the truck was broken in the morning but we didn’t hear anything until we arrive there at 12:30 pm. They said they cannot do anything and we have to wait until another truck becomes available. We hired a worker who would help us move at 1 pm but no worker apologized or took any action. No worker cared about us or took care of the issue. I would never use uhual again. It was a big lesson for us.
Mehmet TYes! Star Force Movers was the best!
Jonathan H