Customer Reviews for U-Haul of Falls Church

Rating:

4.0

Staff is friendly and helpful. Lots of trucks available

Rating:

3.0

The staff at this location are excellent. The location itself and how difficult it is to find parking, pickup equipment, and return equipment is very poor. There is literally nothing that Uhaul can do to improve this process because space is so limited and congested. It's a reflection of the town in which it's located, not the service or people servicing customers.

Rating:

5.0

The check-in process in the app has some delays in it. Otherwise, it was very user friendly and a simple process.

Rating:

1.0

Onsite customer service rep was unhelpful and rude. Man before me was berated by her for thinking he could just walk in and get a truck without a reservation - she was incredibly rude to him for no reason and he rolled his eyes when he walked passed us. She then yelled to the line (all two of us) to tell us to scan in vs. talk to her initially. My wife made the reservation in my name and due to her phone number vs. mine (a simple issue that should not break down the process), the scan was not working for me. Despite my having a reservation number to give Cathy, she rudely told me she could not/would not help me (message: you are not my problem if the QR code won't work for you). At that same time, another U-Haul rep came it from outside and yelled for another guy to move his car (yelled, nothing courteous about his approach). Cathy the Customer service rep finally helped me secure the reservation (after telling me initially it was impossible) and, when I pointed out nicely when it was all done that she was neither welcoming nor solutoins-focused, she acted like she did me a favor b/c she was supposedly not allowed to help secure my van unless I did it on my own via the website (read: "I helped you so I'm free to be rude abou it!"). Adding insult to injury, Cathy never asked me if I wanted to pay extra for the safetrip coverage, and instead she just tacked on that $30 extra charge without my approval and I only figured that out later. Bottom line: not the first time at this location customer service rep treats customers w/open disdain simply for asking questions or when the Uhaul technology is not working intuitively. Feels like they don't like their jobs and customers are nothing but a pain to them. Cannot imagine she would have acted this way had a corporate rep been onsite to hear it all. Next time we'll use Budget.

Rating:

5.0

This is a good location.

Rating:

1.0

I rented the U-Haul truck for a one-day rental on the morning of Tuesday, August 12, 2025 at 8:00 AM and returned the truck the afternoon of August 12, 2025 at 4:00 PM. When I returned the truck, the U-Haul representative took the truck to process the return and said that I would receive a receipt of the rental. I was surprised to see the bill for my one-day rental totaled $461.66. After reviewing the receipt, I saw multiple inconsistencies / discrepancies. Specifically, the receipt showed the truck returned on August 15, 2025 at 8:42 AM. Again, I was shocked to see this since I returned the truck on August 12, 2025 and my wife picked me up at U-Haul. After further review of the receipt, the mileage was totally not correct. In fact, it was lower than what I had taken a picture of the odometer when I picked up the truck. Apparently, the truck was not processed in like the U-Haul representative stated that it would be. Again, my wife picked-me-up from the U-Haul store when I turned the truck in on the afternoon of August 12, 2025 around 4:00 pm. Additionally, I was not even in town on Friday, August 15, so it would have been totally impossible for me to return a truck on that day. Not sure what happened, but it appears the U-Haul never process me out as communicated to me directly and apparently provided the truck to someone else without processing me out. The U-Haul internal processes completed failed and place me a risk with the error made by the U-Haul representative. Having just returned home from Baltimore, MD, I stopped by the U-Haul office to seek a remedy and adjustment, but the U-Haul representative (Kathy) in the office stated that she could not do anything and that I would have to talk to the manager (Brandon). The receipt shows that I was over charged at least $326.40 for the additional days since I never used the truck and returned it same day on August 12, 2025. I plan to follow-up with the U-Haul store manager since the U-Haul representative in the office could not assist me. I can be reached on my mobile at 571-244-6724 or emailed at anickle@verizon.net.

Rating:

4.0

Could use more staff

Rating:

5.0

Check-in and return team were fantastic - this is the best location I’ve utilized, and I’ve had to rent many trucks. The team is great!!!

Rating:

5.0

Very nice and pleasant. I love I feel I can trust them when your trying to move.

Rating:

5.0

The representative was knowledgeable and very helpful and advised that the truck just needed to be returned with the same amount of gas at drop off and to take a photo of the dash as proof which I did.

Rating:

5.0

Eliminate the verification process or at least streamline it so that it’s not dependent upon friends of the renter to be available when the vehicle is being picked up.

Rating:

2.0

Hitch install was supposed to be completed while I waited and they were going to text me when it was ready. Four hours later, I had to call to check and went through multiple phone messages before getting to a person who could tell me my car was ready. On pickup, staff was unhelpful. The only staff member available was arguing with another customer ahead of me. When she was done brushing him off, she still ignored me. I had to repeatedly ask for help. When I finally got help, she demanded I sign the electronic signature pad, and acted irritated when I asked what I was signing. Took a long time to get my key and paperwork. I assume the installation job was done right, I haven't had a chance to test it yet. It looks fine. On drop off, it was difficult to get attention too. The check-in stations are awkward and hidden and no one volunteers to help - you have to walk to the end to see if someone is there and ask for their help, and they act like you're an annoyance not a customer.

Rating:

5.0

Easy install and pick up.

Rating:

5.0

New trucks. The one I rent was very well mantained but too old

Rating:

3.0

The cab interior was in pretty clean shape. The exterior had some dings but was generally ok. The interior of the truck had zero comfort amenities. I haven't seen hand crank windows in 30 years. Time to upgrade the fleet to something a little more comfortable. The staff here was horrible. There was one woman who was doing everything (slowly) and then six people in UHaul shirts standing around doing very little of anything. Then, they could not find the truck on the lot that had been assigned to me by the system. It would seem to me you could eliminate three positions and pay the front (customer-facing) staff a little more so they are motivated to provide good customer service.

Rating:

1.0

Not necessary attitude by staff. Slow movement with customers. Screaming at people who desperately plan to move and use your trucks. I would never get truck from you We don’t owe you anything bedside giving you business. The lady seemed like she is doing a favour For us giving us a truck. If I was not in need i would just walk away. Close that location. Slow people with crappy attitude. We will not use you ever again. I felt I was trapped and scammed by your online booking.

Rating:

5.0

The checkin process was slow and felt disorganized, but the end result was great.

Rating:

1.0

Hire people that want to work and help clients. Employees have a really bad attitude. Call center was really good and helpful. The truck was good. Employees at the location are rude and they don't care about clients

Rating:

5.0

i would say uhal gold standard excellent customer service -every time and i booked here multiple times.

Rating:

4.0

The wire estimated the mileage for today's truck at being at least 50 miles, just after I drove away I noticed that it was only about 35 miles from being empty. Of course I was able to get gas, but I thought this was unusual, and I did mention it too the person at the office when I returned the truck. The mileage charge was correct and everything else was fine.

Rating:

5.0

There is no improving on perfection. The entire group of individuals at the Broad Street location are kind, professional, and always helpful to UHAUL customers. It begins with Jasmine, who helped me in so many ways. Then Kathy as well. And today's help from James was exceptional. He walked me though all of it, and so kindly changed trucks for me because the first one did not allow seat adjustments so that I could comfortably adjust my seat to the appropriate distance to the accelator and brake pedals. They are amazing! And Happy Birthday to Brandon! Barbara Campbell Potter

Rating:

5.0

The check-in process was extremely simple as explained by "Kathy". The check-out process was simple and did not require any wait time. I would definitely recommend this location, especially when assistance is provided by the Cashier "Kathy".

Rating:

4.0

Keep costs down as much as possible. Thank you

Rating:

5.0

The office person was very nice and the guys in the lot were very professional and polite. They all made the experience VERY easy.

Rating:

3.0

I dropped the one-way rental equipment off in the early afternoon (about 2:15 pm) and the U-Haul employee was very friendly and helpful. He indicated I would receive an email about 30 minutes later with my receipt. It took two phone calls before the equipment was checked in almost 24 hours after returning. Since i was leaving the local area I wanted to make sure the showed being returned, and it should not have required me to call them once, let alone twice.

Rating:

1.0

Making a customer use an app that is extremely confusing and poorly made, when you have employees right there, made this experience horrible.

Rating:

3.0

They did not realize that the equipment was dropped off the next day and u-haul was keep calling. Please make sure to always checking in system before making multiple calls.

Rating:

4.0

Guys did a great job

Rating:

5.0

Cathy and every single employee there was extremely knowledgable and friendly. Great group of workers!!!

Rating:

5.0

When I went to extend my rental on the app, it would have an error with my card so I would have to click it again for the payment to go through. This was not a fluke as this happened every day that I extended the van. All the folks in Falls Church were great and I really enjoyed the new RAM 2500 ProMaster!

Rating:

3.0

Staff directed us to drop off truck out back and did not seem interested in getting up from behind the desk and showing us where to go or looking over truck with us.

Rating:

5.0

I told the agent this, too... The brakes seemed a little soft. When pressing the brake, the right side of my foot also touched/pressed the accelerator. While I was not in a dangerous situation, if I had been,it could have caused an accident.

Rating:

1.0

I was told by falls church location I could drop it off at Leesburg pike with no additional charge, and then they charged me anyways. Also, when I entered the car, the truck was on empty and immediately had to go to a gas station.

Rating:

3.0

Contacted brandon wynn regarding a claim i had. He has ignored my texts, calls and emails. I was overcharged roughly $60 for going over time to return rental. However, i lost 3 hours night before because i had to spend the time with roadside assistance because headlight did not shut off. I would like a reply and refund requested. John silvestro 201 7453181 Jsacctg@optonline.net

Rating:

3.0

It was a challenge making a quick reservation for a simple item -- a hand truck -- to use for a half day. I grant that it was small potates compared to renting a truck or a lot of equipment, but it took two phone calls, one of which the person who answered the phone said she was too busy, and a failed attempt at downloading the U-Haul app. The second call was to an 800 number, and the respondent was very helpful. What a headache!

Rating:

5.0

The check-in and out were smooth. The counter representatives, especially Vernisha, were professional and courteous. I would recommend this U-Hail location.

Rating:

5.0

The staff were so incredibly helpful , efficient and pleasant. It took no time to get the van and the experience was the most positive and easiest I've ever had at a car or truck rental. Great experience, great staff.

Rating:

5.0

Employees were patient and accommodating; Mobile Application needs improvement.

Rating:

5.0

Manager is a standout. She was under a lot of pressure from some customers after an early arrival rented all 75 blankets, leaving others in a lurch. But she remained composed especially in light of a computer systems failure that was also taking place.

Rating:

3.0

Location needs additional staffing to front office so it can handle the surge of clients. Your mandatory use of QR scan to process check-in and check-out only serves to delay the customer's processing. I spent over 30 minutes waiting in line and once I got to the front, was told to use the scan QR symbol which was messed up and had to get help from the overloaded front desk. What happens to the customers if they don't have a cell phone or when the website is malfunctioning. Front desk was great! Process sucks.

Rating:

5.0

Exelent customer service especial 1 person

Rating:

5.0

I’m very impressed how accommodated you are! I Rented a van in Falls Church City, VA.. I was assisted by a young, also Spanish speaking young lady, who handled the simultaneous requests very well ! She assisted me in professional and effective way, making the whole process very easy and to the point, answering my inquiries in the most helpful way.. I’m truly grateful for as it was my first time tote t a U-Haul by myself. I didn’t catch her name but whoever served me on 07/22/20025 in Falls Church City, VA , is a really customer oriented person and that should be recognized!!!! After I completed my” to do” , upon returning the van, a person assistanted me with a HUGE patience. I was concerned that the cat lights were still up, even if turned off the van. She walked with me through the whole returning process with the step by step process. Maybe took a longer time that was allotted, but now I know one thing.; with such a great experience as the first time renter of U Hull, I will comeback there. ! Those two assisting ladies empowered me! I know the if I ever need that extra help to transfer my household from pout A to point B , I will use the U- Hull ! Thank you for the experience! Dorota

Rating:

3.0

It was a little hectic inside but the staff was polite. The person at the desk needs a better understanding of what various coverages provide. The persons at the call center were terrific and the U-Haul app is worthwhile.

Rating:

3.0

mixed review. I came into the office at this location on Sunday, July 20th around noon to pickup my reserved rental. They guy at the counter was helping a number of individuals, but could not care less. He just directed people to scan the QR code and do the work themselves. This is the second issue, there is no connection between reserving online and the pickup QR code application. I still had to fill everything out, but now I'm on my phone doing this, and it was insanely aggravating. I thought I could just go in and pickup my reserved truck, instead I had to waste ~30mins with the app and the in store person who was of zero help. It was honestly one of the worst experiences I've ever had renting anything. I travel a lot and use both hertz and avis in both of their systems. Uhaul should learn from these other rental fleets to figure out how to do this correctly. Everyone in that office that day was equally upset with the process. Now that being said, the guy outside who actually fetched the trucks was super cool and seemed like he was having a good time. He really helped make the experience a lot better. notes: if you have a bad system like Uhaul does, you have to augment it with better human interaction. You can't have both a terrible customer facing employee like inside the store that day as well as a bad application. The store manager should have swapped the two people, keep the one who sucks at interaction outside fetching cars, and the other guy inside working face to face with people.

Rating:

5.0

The web driven rental process is to complex and requires you to much personal information.

Rating:

3.0

Desk staff was not particularly helpful and neither is UHaul when it sloughs the whole reservation job onto an app. Some of us don't want to bother with the details of an app and/or don't have the phone memory for it. STAFF should be available to help do this.

Rating:

5.0

Made drop off easy and quick. Added time to my day.

Rating:

5.0

Gas was on empty.

Rating:

4.0

Kathy was a very helpful rep. One of the tail lights and turn signals was out

Rating:

1.0

Horrendous customer service.

Rating:

5.0

The Guys that hook up the trailers are the best -- they really are very courteous and answer all your questions as are very helpful --

Rating:

1.0

There was nobody working when I came to come pick up my trailer and when the manager finally did arrive he was cursing on the phone and kicking merchandise around the store. he was short and pissed with every customer that spoke with him including myself and I watched him get in an altercation with another employee. If I have the option I will never use this location for anything again.

Rating:

1.0

The customer service was deplorable. The employees were angry yelling at the customers and at each other. One of them was throwing things in the showroom. Here was a lot of door slamming and another one was actually backing the trucks up from the back lot to the street out front backwards at a very high rate of speed blowing the horn all the time. One woman in particular told us she refused to help us and she didn’t care what we needed. their morale was extremely low and upper management must be blamed for this as there seems to be a shortage of staff and they are being worked too hard. The line was out the door and it took a couple of hours to get waited on eventually this is the second time I rented from this location and it will be the last. Both times were a disaster. Isn’t anyone in management checking on this operation?

Rating:

3.0

it took more than an hour for my employee to be approved for truck rental. I had a similar experience personally. Despite having numerous successful rentals in the past with Uhaul at other locations, reserving online, having a credit card on file and both having current valid driver's licenses, we had to go through a lot of rigamarole and bother to finally get trucks. The first truck I was assigned would not start. I was told it just had some quirk to starting it, which wasn't a big deal, but when nine times out of ten I could not get it to start, I didn't feel comfortable driving it. I was then given a truck that was on an empty gas tank, so that I had to immediately go fill it up in order to get to my destination. I'm used to having to fill up to return, but not fill up to get started with my moving. It was all annoying and wasted a lot of time and effort. As a result, I turned in the trucks after hours (but on the same day) and was then charged for two rental periods which doubled my rental charges. Not knowing the miles per gallon of the truck, I filled it up with gas to be sure I didn't have to stop again later to keep guessing on filling up. As a result I returned the truck with more than half a tank of gas. That's my fault I guess, but to also be charged twice was just the icing on the cake to a not great experience. I wouldn't return to this location. I've had positive experienced at other branches but this one was not so great.

Rating:

5.0

Kathy was amazing !! She helped me with care and walked me through step by step in the process. Very grateful and will definitely go back asking for her !!

Rating:

5.0

All good. Sorry they had to work in the rain

Rating:

4.0

Enhance your opportunities for in-person checkout with the agent -- I found the app confusing, frustrating, ran out of memory, and wasted almost an hour on it.

Rating:

5.0

Very nice and helpful U-haul location. My reservation went very smoothly.

Rating:

5.0

I have used this uHAul Center before. They staff are helpful and professional. The vehicle was new and in good shape!

Rating:

5.0

Very good service BR Enrico