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THERESA KCustomer Reviews for U-Haul of Falls Church
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.
Black mold in store. Truck low on gas. Charged for more services than disclosed and services not received.
Kimberly BThe UHAUL "APP" experience SUCKS ❗️ It is slow and poorly designed ❗️ I will go to PENSKE before I have two ENDURE that shtty APP experience again ❗️
hamilton pThe pick up was stressful because the store was so crowded. The employee was excellent, but there was a long line, and the store should have had more staff.
Lauren BAll the staff at this location was very friendly and professional. They managed the rush while I was there and exceeded my service needs and requests. I appreciate their assistance, thank you. - Frank
Frank WIt took forever to pick up the rental.
Albert CGreat customer service.
JUAN CIt would be more receptive to your customers that you would accept our on line purchases and verication of photos and driver's license. So that all we would be required to do at pickup is present our driver's license instead of requiring us to go it again and again after previous input and further rentals
MARTIN JGood sevice and accomodating staff
elvie rBilling was not closed out upon return of the trailer. It took multiple calls over several days to close out the bill. Email address was also incorrect.
PHILIP JI was charged $1.69 per mile when I was quoted $1.29 per mile. This needs immediate attention!
Harry SI have been going to the Falls Church U-Haul location for over 25 years and had excellent service. This time I was met by Brandon Ashley-Wynn as he was about to hop on his motorcycle. He came back in to provide a return of the unused boxes but did not check me out of the returned vehicle. Instead, he rode off on his motorcycle. When I realized I had no proof of returning the truck I waited 20 minutes for his return. With other customers now waiting also. No other employees to work the desk. One employee I asked said he is a mechanic and does not work at the desk. I tried to check out on the app, but it was not working. When Brandon returned, I asked for a receipt that the truck was returned, with gas and appropriate mileage and the furniture pads. He said he was backed up from rentals the night before. I said I would wait. He said pull up a chair it will be several hours. Then he went and worked with the next customer instead of completing my request. Meanwhile the mechanic had processed the truck and parked it ready to rent again. Brandon said I was harassing him when I asked for a receipt. How is asking for a receipt harassment? Seems like standard customer check out service to me. I said I needed a receipt I had no proof I returned the truck. He said he would email it to me. Since my wife had an appointment and commitment I had to leave. Several hours later I did receive an emailed receipt. This was my first very disappointing customer experience with U-haul after years of good service at the Falls Church location and good service from multiple locations in the US for past rentals. I don't believe my request was unreasonable. Very disappointing.
STEVEN JVery nice gentleman and very helpful and professional.
Seyoum TThe company representatives were very helpful, professional and valued our time. We were in and out in no time.
Patrice BGreat Service
EDWIN GStaff was very competent and helpful.
ROY LThis was the second time in a row I rented a truck from this location and the gas gage was almost empty (35 miles or less until empty). This is unfortunate because then I have to fill it up twice and it puts a delay in the start of my tasks.
Adam RThe people working at this location were not the issue. The entire self serve process on the app was completely insane. After reserving the truck I received multiple appointment verification emails but none of them were for the locationthat i made my appointment. I drove to 3 locations that my truck was "reserved" at until finally the staff at the above location were able to help me. But they didnt even have the 15ft truck I had reserved, so I ended up with a 10ft. The whole process was so screwed up and I was charged for an additional day of rental because I brought the truck back at 4pm instead of 2pm. I will do anything i can to avoid using uhaul in the future due to this experience. But it was not this locations fault. They were the ones that finally got me a truck even though it was not the truck I had reserved.
BRANDEN WDefinitely download the app. You must have it to check in. Once I was there with the app check in was a breeze. Had dollies. Truck ram well. Staff were all friendly! Thank you!!
Nicole MThe uhaul had the low tire pressure light on, and said the oil was at 0% this is very dangerous.
SAMANTHA BTerrible counter service. Terrible service when booking up trailers. Worst uhaul ever
GENE COnly issue was I pulled out onto the highway look at the gas gauge and it was below empty. Had to put gasoline it the truck. Was afraid I was going to run out of full on the highway.
Dennis HNice personal!
PATRICE OBrandon was super helpful in getting me set up and quickly on my way.
Steven GExcellent service
Teresa CStaff- Robert I think was his name was very polite and helpful.
Jennifer WIt took too long to check out the truck...over twenty five minutes. There was no heat in the office...it was freezing cold. I ordered moving blankets, but was told on arrival none were available. The computer system should have known this.
John BBrandon, the manager provided excellent customer service, was pleasant and professional!!! He gets 5 STARS!!! Thank you!!
SHARON PPickup was slow and app dependent. I reserved a furniture dolly. They didn't have one.
Molly SExtremely helpful, friendly and professional. The weather was freezing and the area was full of cleared snow mounds which made the lot a little crowded but the Uhaul crew took the time to make sure the truck was warmed up and ready to go.
Minja GThey way over charged me for gas completely incorrectly. Stealing money from people. Now I have to waste time disputing and fighting until they do the right thing.
JULIAN AVery chaotic, not clear instructions, unfriendly staff. I was given the truck with 6% fuel. I had to stop for gas before I started and of course at the end. I made sure the car had the same amount of fuel when I returned it and they charged me for refueling as if it was empty. If you yourself consider that to be empty, why would you give it to customers like that in the first place then?
Kennaz KEverything about the rental was fine with one huge exception. When I picked up the truck, the fuel level showed the gas was only 1/4 full. I drove the car 9 miles in total but was charged $55.35 for 12 gallons of gas. I sent a note back with photos of the before and after gas levels and mileage, but have not heard a response. If this is not fixed, I will refuse the charge on my credit card and file a complaint with chamber of commerce and the Attorney General‘s office.
john jdid not receive dolly and was billed for one
RICARDO RMore efficient in the behavior of.the customer first, because thats why they worked there. The customer just want a place to get the service they paid it for.
PEDRO LRented a trailer. Staff hooked me up in a spot where I couldn’t get out. Had to disconnect and manually move the trailer out to get it out. Also I came back after hours and the front entrance was blocked by a U-Haul truck so I couldn’t return.
RUSSELL RGood staff
John SThis wasn't not the place I picked to drop off the U-Haul. I picked 5654 Columbia Pike , Falls Church VA which was only 1.4 miles from my sons new place. When he got there the staff was very rude and said they didn't know it was being dropped off there. They wouldn't take it and sent him to 1107 W Broad St Falls Church which was 20 minutes away. They really didn't want to take it but they did. My main complaint is my son fulled the truck like we were told but I was charged the gas to go to the place I didn't pick. It wasn't our fault they refused the truck and I don't think I should have been charged for it.
Mary LIt needs more help in the front desk.
VAIOA LGreat place staff is friendly.
MELGAR MThank you to the lady working today excellent service .
OMAR RNothing - this was a great experience from start to finish. Easy to reserve, the store employees were kind, competent, and kept a calm but efficient atmosphere during the busy pick up time. We thought we had a problem with our starter, and roadside assistance was great, too (and thankfully we didn’t need assistance!). I would recommend this store.
Maija LStaff were super friendly!
David LMuch pricier than expected. What’s the $30 safe move. Insurance? Was it optional? We paid it. Curious.
George OThe IT system was VERY slow. The team was very supportive and accommodating.
Richard LGreat experience. All the staff were helpful and courteous. The facility is clean and the equipment is spotless. The help in hitching my trailer was professional and quick. Kudos!
William MHead Lights not working heating also not working.
Johnson MWebsite was down which was extremely frustrating and delayed my van pickup process. The staff at the location was very helpful though
Corinne Rnothing. Brendon did a fantastic job, GREAT Customer service!!!
SHARON PGeneral Manager Brandon provided excellent service. I will gladly rent here again.
kathy rI was only renting locally, doing 8 miles, but my truck only had 40 miles until empty. That was a huge turn off. IDK why you'd rent trucks with that little of gas in them!
ADAM REasy drop off, kind customer service!
JUAN ANA
MARTIN JEverything was wonderful 😍
Araceli LWeird staff a fight physical broke out while I was in store w employees
arun kNot sure the person that was working my pick up and delivery but he was working by himself and killing it. Multi people in line he was very professional hooking up equipment taking care of customers. I personally helped a couple of customers trying to help him. Just wanted to send out a kudos to him.
DWAINE AOutstanding. This crew does good work, and what's more, cares about it. Five stars. Thanks especially to Miss Kathy.
JONATHAN HEverything was smooth as silk. Thank you for great service. *Janryk*
Janryk BCustomer service great
Frank IThere are day laborers who ask fairly aggressively for work from customers. Require the employee who checks the truck back in look at the interior of the truck before the customer leaves to tell them they are being charged a cleaning fee. I swept the inside of the truck so was very surprised by the $25 fee. The truck smelled like a farm when I picked it up.
WADE B