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Lisa CCustomer 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.
Great value for motorcycle trailer rental.
TONY NAttendant charged me for the towing insurance which I denied in my reservation request. He never notified me he added the $25 trailer insurance and then just asked for my signature on the electronic pad. Beware ask for a total price before signing!
daniel gVery helpful staff. Quick in/out.
CLAIR GVery friendly, knowledgeable, and efficient crew at the location.
alex aNothing. Brandon was very helpful and knowledgeable.
Diogenes PGreat and easy experience
Brian EToday, May 8, 2026 the place appeared to be better managed because there was no line, in the middle of the weekday and the young man behind the counter did email my receipt which the other man said he would do three days prior when I turned in the trailer. On Saturday, April 25, 2026 that was not the case at all. The woman and her son behind the counter were doing their best, but the adult man/men kept losing keys and left on their motorcycles while customers were waiting for up to an hour just to check out their reservations. One of those two men hooked up the trailer and told me I could use hand signals because the left turn signal was not working. (I was driving 2,000 miles roundtrip.) The woman's son tried to help as much as he could, while the two men roared away on their motorcycles. Unfortunately, I got caught up in the turning signal problem and did not check the inside of the trailer to see the left side had NO TIE DOWN CAPABILITIES. Both left side boards had been 99% ripped off the interior of the trailer. This caused huge problems. I reserved blankets which were not available. Other customers had reserved blankets and dollies, none of which were available. On Wednesday morning, May 6, 2026, I returned the trailer and the same man who told me to use hand signals inspected the turning signals and brake lights. I guess he was going to try to tag me with something - which seems to be Uhaul's reputation. I told him that the trailer was released to me with the left side tie downs ripped off the interior. He acknowledged such but it didn't seem to bother him at all. He advised he would send an email to me confirming return of the trailer in the same condition I received it, that I did not have to do anything else. Two days later I called Uhaul Customer Service and they were not able to assist with anything whatsoever. The telephone rep said she sent a message to the location to call me in the morning. I never received a call and had to physically go to the Uhaul location to get any response whatsoever. I hope Uhaul corrects the management of this location as myself and many others in the community wish to continue to rely on your company's services. You have a captive and willing customer base, if you even attempt to keep it!.
Elaine SEmployee handled everything smooth for me, while multi tasking! Uhaul though need to keep improving the app system, slight glitches & stuff!
SANLEY PIt took a long time for the return Trailer to be detached because he decided to move 10 other trailers to other position before detaching the trailer from our truck. In my opinion he could have detached the trailer so we could be on our way home after a long exhusting drive.
MAJID YThe manager, forgot his name , was very professional and helpful !
Neil CGood product for the price you get.
Arturas VLocation is convenient but truck was filthy and smelled like marijuana and smoke. Gas was very low and I had to add gas. Worst of all- three staff members there and all three on cell phones. Took a while to help me, then took while to find the keys to truck, and finally- asked me if that was my car parked in handicapped and I said yes. They said "no, just checking". My car ended up being towed as they never told me Handicap was also subject to towing. The sign does NOT say towing for the handcap spot. I had a handicap placard up.
maria kENSURE THAT THE FACILITY HAS ALL REQUIRED EQUIPMENT THAT WAS RESERVED INSIDE THE VEHICLE. ENSURE THAT THE VEHICLE IS CLEAN BEFORE RENTING.
owen sThis location was very accommodating. Another location almost ruined my out of state move but customer service sent me here and although it was an inconvenience, this location stepped up to save the day. The only drawback was that I couldn’t fulfill my entire order here so I had to return to the other location. The employees were very nice and helpful.
Bria HCustomer Representative Jasmine provided SUPERIOR service. Even under pressure she maintained focus and continued to resolve multiple customers issues.
James LI am writing to formally report an extremely troubling experience at one of your locations. I have already submitted a complaint, but I am concerned that the seriousness of the situation may not be fully understood or addressed. To begin, I waited nearly two hours just to have my auto transport connected to my truck. During that time, there was little to no communication, and customers...including myself....were left waiting without acknowledgment while staff argued among themselves about responsibilities. Additionally, I purchased a lock after specifically asking an employee if it would fit the truck. I was assured that it would. However, after opening it, I discovered that it did not fit. When I attempted to return it, I was told that I could not do so, despite being given incorrect information at the time of purchase. What was even more concerning was the behavior of the staff. There was an employee vaping behind the counter while assisting customers. Outside, there were several individuals gathered in a way that appeared highly unprofessional and concerning. The employee who eventually assisted me smelled strongly of marijuana, to the point that I had to step back. He then proceeded to hook up my vehicle to the auto transport while appearing impaired, and I had difficulty understanding him, needing to ask him to repeat himself multiple times. This situation raised serious safety concerns. Transporting a vehicle across the country is both expensive and high-risk, and it is unacceptable for equipment to be handled by someone who appears to be under the influence. Overall, this was the most unprofessional and alarming customer service experience I have ever encountered. I strongly urge your company to investigate this location immediately before a serious incident or liability issue occurs. I would appreciate a response regarding how this matter will be addressed.
Tiffany SNone
Tuna ABrandon Junior was a huge help in our moving process. He was patient, knowledgeable and helpful while juggling several other customers’ questions at the same time.
Dennis WThe staff was nice but the truck was in bad condition. It needed shocks in a desperate way (it was bouncing all over the road) and the blower motor was dead so there was no heat or AC.
Michael NElectrical con ection was taped together. Trailer was fine but tail light was working intermittently. My truck warning light (right indicator out) only came on after we packed and on the road.
James MA bit understaffed as the wait times were long. Lots of confusion about using the app for checkout
GEOFFREY WOverall good. Major complaint was the reservation / checkout experience - it took way too long. Their wasn't a line, but had to use their online system and wait for a centralized manual review (even though i was in the office).
Zack BHave enough hand carts and furniture covers. Keep the locals from gathering around the outside of the building. It portrays a very negative appearance to the business. Jasmine was a great customer service Rep. She deserves a raise. She was very fast, professional, a great problem solved, never complained and was hustling!
Teresa RI have used this Uhaul location several times and I've always had a great experience.
CATHERINE LConvinient
RICO BI would like the service to be a little faster for pick up thank you 🙏
Seebert TTERRIBLE EXPERIENCE! Reserved a bunch of dolleys and none were available, so I had to BUY one.
Matthew LVery easy to deal with and friendly, especially given how busy and how rude some of the customers were. Nnamdi and Ms. Jasmine did an awesome job 😃! Would recommend you all to everyone. Keep up the great work.
Jon BAlways a pleasure!
Brad HYour team was flawless.
paul wAll auto check in which was good but would be better if someone around to help and answer questions
Lawrence SSend the final papers on time
ENRIQUE PKey for the vehicle reserved, was not available. Called customer support. After a 20 minute wait, got a CSR who was able to switch vehicles. At that point everything went great. The CSR was a lifesaver.
Douglas SIn and out very quickly
Bjarne Ipublish the mileage rate for one way rentals. I ended up taking back roads to save miles, a more direct route, but hwy driving would have been easier but a few miles longer. Since it wasnt obvious to me I probably took the harder route only to save a few dollars.
Bruce JThe driver seat wasn't going back even after trying hard so had less room to sit.
VIVEKANANDA RThe woman and man who were the Customer Services Reps, (the same ones were on duty when i picked up my rental and when I returned it), were outstanding. Helpful, courteous, knowledgeable, just superlative in every way.
John SI didn't understand why I was forced to use self service, especially when I didn't select it as an option. In total it took me 30 minutes to check in since my reservation did not qualify for self service
Fransisco YMake sure that the trucks are ready at the time of the reservation.
Madeline DThe truck I booked wasn't there. Instead, I was given a huge one that had too much space = problems with fixating the luggage, was harder to drive, consumed more fuel, and was more expensive in regard to tolls. So, overall I lost money because of this unwanted "upgrade". The utility dolly that I booked wasn't there as well, and I had to book it at the destination and lose time to pick it. Finally, I returned the truck a whole day before the scheduled time and was charged $20 for doing it after hours.
Andrei KThe truck engine light were on and reported to manager team for full refund. they act like it was not there problem and stead charge us. .Never again we will your equipment or recommend a person to rent equipment.
HOWARD DI can’t say enough on this location, crew members were great, but the manager of location did speak to him , but needs a way for people with older technology to be able to rent trucks from u haul . Every one does not have a smart phone , and quiet frankly don’t want one with all of the things going on about hacking your phone, Just saying it took us 45 minutes to go through your well oiled app that you all have , paper, pencil worked all those years before!
David WTires on the trailer were nearly 20 PSI under pressure upon pickup, and I was told "oh, it's ok" by the individual who hooked the trailer up. Told him it wasn't ok, it wasn't safe and made him fill the tires. This is now half a dozen times at this location picking up trailers that the tires have been dangerously under pressure. Nothing has changed. Someone needs to address this and ensure all tires are safe upon pickup so I can leave knowing that I'm safe.
Andrew DAttendant Krystal very cooperative
eduardo gAll fine
Victor HI called in advance to make a reservation, I was the system was down and I had to go their in person or reserve online. I get there to do a in-persin reservation but I was told they can't do it. It has to be done online only. Your business is renting vehicles yet you can't process a customer request and it has to be done online?
Farid HNo Place to sit while waiting, no drink machines and no air conditioning.
STEVE JSelf service check out options was very inconvenient and had to go so much verification process, feel like we trying to steel the truck , had waited more than 45 minutes to rent this van , I was about to cancel the order , there are should be options that can rent with the representative, most inconvenient process I have ever seen to rent the minivan, I do not even feel to rent again if I have to go through this process again
Pio FComplete overhaul of your online reservation and truck pick up process. Took me over 25 minutes working through the online truck pick up process. And the staff only stepped in at the end to help. I'm going to Penske or Enterprise for future rentals.
Greg MCheck in was rough. Very rough.
Paul KThe truck functioned well, it was just a bit best up
Spencer SThe staff at this location was amazing. When I was there it was really busy. The only thing I would suggest is an additional front counter person.
Robert CThe customer service is very poorly in Haul on 1107 W Broad St Falls Church, VA 22046. There is young man looking Latino with a lot of tattoos in his body.! he is very disrespectful and rude. That location needs IA. It will provide better customer service…!
Karina RThe service was fantastic from the local providers. However, UHaul corporate did not provide sufficient information to me ahead of time regarding the identity verification requirements. This needs to be remedied in the messaging you provide to customers. I checked in prior to picking up the vehicle but when I arrived I was informed that I needed to verify my identity through a code sent to my gmail account and a photo ID. This information was not provided in the booking instructions. This is dangerous and unacceptable business practice that puts its customers at risk. I was not able to pick up the vehicle with my GOVERNMENT issued photo ID (real ID). This is absolutely unacceptable given that Uhaul added another layer of identity verification that is more strict than widely acceptable government documentation. I plan to contact UHaul corporate and get in touch with my elected representatives to stop this predatory business practice.
James PWhen I reserved the truck, I reserved a furniture, dolly and a utility dolly. When I picked up the truck, no furniture dolly was available. I believe if I reserve something weeks or a month in advance, one should be set aside and on the truck for me since I had a reservation. But someone coming in off the street, with no reservation, has priority over my reservation. When I asked the young woman working behind the desk, I believe her name was Maria, if the fee for the furniture, dolly was removed from my Bill. She acted surprised that I would want something removed from my bill that I wasn’t getting. When I stopped by the store later that day to get a lock, the gentleman at the counter said that the charge had not been removed from my reservation that the morning clerk must have forgotten. How convenient.
ou AThe young lady at the counter (sorry I didn't get her name) was VERY competent, friendly, and HUGELY helpful. Just exactly the type of person who should be the 1st point of contact for customers, I was very impressed. I was in and out,as a walk in (no reservation) in under 15 minutes. On a Sunday, at the end of the month. Y'all did great, but the bar is set high for my next Uhaul rental!! ;)
Jason PSantos
Santos AThe location falsified the mileage on the vehicle when it was returned.
Ryan CThe tank was 1/2 full when I got it. I drove 44 mile and returned it and was charged $60 for gas. I think they charged me to fill up the tank completely.
Marc BThe U-Haul staff at the Falls Church location were outstanding. The were very knowledgeable, accommodating and patient walking me through the entire process. Thank you.
MICHAEL S