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Ricardo RCustomer 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.
Friendly and superb customer service from all employees when I came into the facility.
Alexandre VI would recommend providing much more detailed instructions to customers about the self-checkout process through the app, especially regarding the required photos before the truck is driven away. Customers should be clearly told that they will receive a text message containing a link to complete the vehicle inspection and take the required photos. It should be emphasized that they need to use that specific link and complete the photo documentation before leaving the rental location. In my case, I did not realize the importance of the link until it was too late. I discovered after I had already driven home that the recorded fuel level did not match what was actually showing on the truck’s dashboard gauge. Had I used the link at the rental location and taken the required photos before leaving, the actual fuel level would have been accurately documented. Unfortunately, by the time I discovered the link and went through the entire photo-taking process at home, it was too late. I completed everything and clicked “Submit,” only to receive an “Error – Link Timed Out” message. The process would be much clearer and prevent disputes if customers were explicitly told, before they leave, something like: “You will receive a text message with a link to complete your vehicle inspection. Before driving away, open that link, take all required photos, and submit them. These photos document the condition of the vehicle—including the fuel level—and protect both you and the rental company. Do not leave the rental location until you have completed this step.” This would have prevented my situation and would make the self-checkout process much more user-friendly and accurate capturing of gas usage.
Vijayvardhan PIt was okay experience to pickup but drop off was excellent.
Denston MSmooth process from picking to returning of the truck
Erick IKeep Herbert there! He's the best staff member we've ever dealt with at U-Haul.
Joshua GThis is hands down the BEST U-Haul location in the Falls Church area, IMHO. The staff are super friendly and fast, and the equipment is always clean and ready. I hate how much I've had to utilize moving trucks and trailers lately, but am super grateful that this location and its employees exists.
Keri BStaff was great to work with at this location. Made pick-up and drop-off very easy. Could not have asked for a better experience,
Robert ZAmazing Staff at the Falls Church Location.
Alexandre MThe use milage was 6 miles (No idling). I use Ez fuel service and charged me for 5 Gallon.
Jihyok LExcelente
Bernardo MSmooth all around. Dropped if off at 4 pm not 7 pm
Patrick BThe vehicles are just always so terrible. That's uhaul in general, not this location, in particular.
Jonathan CGreat service! Only issue was that the blanket pads I ordered and paid for were not in the truck when I picked it up. Can you pls process a refund for the pads that I did not use? Thanks!
Dave GStaff were so friendly. You could tell the workers were having fun and happy which makes experience better for customers.
STEPHEN CIt was great to have someone outside to greet and direct traffic. Check out without having to go inside was great. Maybe suggesting that departures take left out of the lot versus crossing traffic will reduce congestion at busy times.
JOSEPH WThe staff was very professional and helpful!
GULAM MThe original lady that helped me and the whole crew was great! Very friendly, moved fast and efficient. My phone wouldn’t scan my ID, no problem, she didn’t miss a beat, she scanned it and kept the process moving. Mulch was in my light hook up, she fixed it. Very knowledgeable. Someone else helped me checking back in the trailer but the original lady came outside and asked if everything was OK. Find and keep employees like this!
GRANT SFantastic experience, the best I have had. Bravo
Marc DNothing. The entire process was simple and fast. Tks
James RYour service person was efficient.
DANIEL SLos trabajadores los atendieron de una forma muy mala de mala manera como que si fuéramos a pedir. Un servicio de gratis. Solo por que somos latinos digo esto porque Yego una mujer blanca y la atención fue completamente diferente y se fue súper más rápido que nosotros no debería ser así y lo peor del caso es que los trabajadores también son latinos hasta que me vieron molesto 😡 empezaron a ayudarme para poder rentar el camión 🚛 no debería ser así
Edwin AStaff was very helpful, patient and respectful. I’ve used their services twice this week and both times I got the support I need. I also tried to use their services twice App and its interface is not user friendly and very time consuming!
COREY TGive your staff a bonus. They're great.
JAMES mEduardo was extremely helpful! He walked me through the whole process, and at the end when I had an issue with my phone dying he took time to explain the best next steps. Really appreciated it- thank you!
Luke FIssues with tires on the trailer, again... Tires under pressure on two trailers, and a nail in the tire on one of them. This is a repeated and ongoing issue. Equipment should be in good working order, and safe to use, upon pick up. If I wasn't checking the tires, I could put myself, and others, at risk using it.
Andrew DEverything was great! Easy and everyone was very helpful
Danielle ROverall the service was very friendly and efficient. I was a little surprised that there were no parking spots for temporary parking (2 hours). But the location is very convenient and space is at a premium.
Karen JThis center has a lack of parking and narrow lot means turning around is challenging. The staff at this location, specifically Herbert, are, however, excellent. They are very friendly, genuinely helpful and very efficient. I rate them exceptionally highly. U-Haul's new app and text-based pick-up system is, however, awful. The software is buggy, slow, intrusive and incompatible with many smartphone set-ups (and security requirements). This, alone, might prevent me from using U-Haul again.
Joshua GThey booked me a truck that had to be returned to that location. Despite the fact that I was driving 2 hours to move. No one told me it was supposed to be returned back to that location so I ended up getting hit with a $300 “wrong drop off location” fee. Be careful, they have scammy tactics here.
Reilly KI’ve used this location a couple times a few months ago. It wasn’t great but the service this time with it appeared to be different. People was excellent. Whatever you’ve done to make it better keep up the good work.
Gary BGreat customer service
Charles SPricing for trip to west palm beach twice as much as trip to Minneapolis from falls church va.
JOHN RSuper friendly and helpful staff in Falls Church!
William MJoe C is an excellent employee.
LAURA PEmphasize spending the extra cost for insurance and what it covers for the trucks vs the vans
Tejon AThe location is ok. Your employee Deanne is great and should be promoted. The other staff that day were useless. Your App is literally strangling U-Haul's business and should be put put of its misery. Great truck; one great employee; and a lot of dead weight.
Alexander BThe motorcycle trailer worked out perfectly.
Alex FThe young ladies handling the rental were very helpful and pleasant to work with. Truck was in good shape and pricing was reasonable.
Ralph Sthe truck's back up monitor screen is too small.
Richard WThe driver's sunshade was broke and falling down. When I returned the vehicle I put in two gallons of gas. They charged me 2 gallons anyway. Had to spend 30 minutes on the phone sorting it.
MICHAEL BI will be contacting your customer service department. It was a terrible experience with UHaul .
nathan mFriendly and quickly got us back on the road.
jon eStaff is very friendly, knowledgeable, and helpful. Excellent service (Joshua was very efficient).
ALEXANDER JThe truck pick up process is too slow. The online service took much too long in the approval step. I also didn’t appreciate the truck having less than a quarter tank of fuel. I had to stop for fuel before I even picked up my local load. Having the truck behind multiple other trucks led to more delays at pick up.
Robert HThe staff were so friendly and helpful. All of them were wonderful. I would recommend the Falls Church location all the time. It was so efficient and friendly on pickup and return. Thank you!
TRACYELLEN TThe woman who helped us at the desk was excellent!
Gail CThe computer systems seems a mess. The rep had to screw around and take my trailor out of something so she could assign it to me. I made the reservation weeks ago for a 12x6, reconfirmed the week prior and the day prior. Seems rediclous to take 15-20 minutes for the system to release my trailer for assignment. Do better, the staff and team seemed very customer focused!
John MThe vehicle had very noticeable damage to the driver’s side door and front windshield area. Additionally, the air conditioner - entire internal air system, was not working. Unfortunately I had to drive nearly 5 hours without AC on one of the hottest days of the year.
Aristedes MCheck in was tedious. Truck was parked in tight location had to get mechanic to move three other trucks in order to finally get out of lot. Would have been easier if they just prepped it like all other locations.
Anna HGreat service and and support from both associate that assisted as well as the General Manager of the location. I had forgotten how easy and beneficial utilizing a U-Haul could be, and this absolutely revived and reinforced it. Great rental, great service, great experience.
D VExcellent customer service, quick response and I was on my way. Not much to improve as they were excellent!!
Eric SThe forced mobile check in isn’t great, especially when there’s 3-4 employees messing around in their phones behind the counter who I would prefer just check me in and get me the keys to my rental.
Jeff KExcellent service with great equipment. Thank you for your service.
lawrence vThe employees seem to not be helpful as he stated everything is a QR code . Do online and all he did was give me the keys and and told me which truck it was and said take pictures and go . Truck sounded like it needed power steering fluid . And always went to towing mode on start up . So I just documented everything.
Michael CCheck-in was interminable. Forcing me to use an app while I'm standing at a counter is not customer friendly.
Haig EThe "head guy" in the office, Joesph, could not been more efficent, helpful, pleasant and FRIENDLY!!! He wouln't let me even consider helping him connect the trailer. His demour also rubbed off on the rest of the team, as when I retunred the trailer, the gentleman in the lot was just as friendly and helpful. These are the empolyees that ANY business would love to have.
Richard W