Customer did not leave a comment.
Richard 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.
Was informed the site had no Furniture Dolly upon arrival
Robert BVery rude worker Kathy
VLADIMIR KDrop-off was fast and easy! Person there disconnected the trailer and made it so easy for me!
Sally Pvery easy pick up and drop off and very helpful staff!
William KKudos to Cathy at the Falls Church location! Very professional, knowledgeable, and helpful
Matthew WThe first people that I dealt with was excellent very nice very understanding overall very nice people blessed when I dropped the trailer off the lady that’s at the front desk is very rude. She literally threw me out of the store and locked the door behind me. I felt I was treated like a dog. I told her that the equipment didn’t work and the ramp wouldn’t come down for the car trailer she told me call roadside assistance. I told her I called roadside assistance and no one didn’t pick up so I brought it back not to get charged for an extra day. I would like someone to call me back 404-668-2539. I will not deal with that lady in the front again Again I’m telling you the first people I dealt with the day I got the car trailer was excellent. The next day when I returned it, the woman at the front desk was a nightmare. She treated me like a dog please if someone can call me that would be great.
ARCHIE MI found it very frustrating that the FC office couldn't tell me where the return office was from your system. I had to drive an hour out of my way to return the trailer. If I had known this I would have brought the trailer back to FC and saved $100 plus my time! Grrr
DONNA CI did not appreciate the unfriendly attitude of the lady who was checking me in before her colleague took over. Obviously, she expected that every customer would be savvy with UHaul app/QR code check-in procedure. I was not. She asked me for my cell phone to help me. I declined to part with my phone. And she became upset.
AFOLABI OThe whole team was so amazing! They legit saved the day for us!
Rebek KGenerally all the cargo vans are clean inside, but the last 2 times I tented the windshield inside had streaks on the glass. Just needed to be cleaned better. Also it woukd be nice to have a bench or chairs to sit in while waiting to be picked up after returning a rental. Staff at this location is highly friendly, knowledgeable and professional!
NANG SGreat service
Rod GAwesome staff!
Moe SStaff was helpful and made drop off quick and easy.
DONALD GEverything was great, there was only one problem: the car was very old, and it would have trouble if you shifted gears.
Iusif MI'm a long-time and frequent renter from U-Haul. The Online Check-in system that has been in use for the last few years is an absolute failure for your company. It is cumbersome and redundant and your on-site staff has to patiently shepherd people through a process that is DEMONSTRABLY SLOWER than it used to be. It forces me to ask if I REALLY need to rent a truck, knowing the time it's going to take get the truck off your lot. Please find a way to give your local staff an option to do this in person--they are WAY faster. Have your execs go and try and rent a truck and see if they'd like to fire the techs who came up with this by the time they're finished--your customers would certainly like to.
David GNo comments for improvements. But the young woman who checked me in, the young gentleman who brought me my truck and the gentleman who received my truck during the returning process were all phenomenal. I wish I remembered all of their names so they'd know I appreciate all of them.
Jodie WVery good customer service
Craig BRegistration process is ridiculous. Staff at desk should be able to have a form to complete and be done with it. Automated system is tone consuming, frustrating and makes me think twice about renting again.
Louis LThe location was excellent, customer service was excellent. The van did not work well, it was dangerous - rear-view camera did not work, cruise control did not work, steering stabilization stopped working, and dashboard electrical outlet did not work
Brian CThis is the nicest, friendliest and the most helpful staff I have worked with in all my Uhaul transactions. 👍
Russell LIt rained most of my return trip and unbeknownst to me there was a small leak on the bottom passenger side that I did see when it rented it.
David MThe web based check in process is all but unusable. I had to try many times before I could get a picture uploaded of my drivers license. Additionally, the verification process is nutty. Why can I rent a car in 5 minutes, or a truck from Home Depot, without having to make sure my friends are standing by for a phone call, but I have to jump through these multiple reference hoops to rent a truck for a day? This rental was for a business use for a large ($3.0B) company and yet I had to stand around waiting on references to answer the phone.....Crazy. The person working the counter was very helpful btw - it was the process not the person I am unhappy with. Next time I'll just get a truck from Home Depot. It's easier and costs about the same.
CARL WGreat customer service
JUAN CThe counter staff (lady) is very helpful! Kudos to to her, a lady who worked 10/25/25 between 11am-1pm
Epifanio BHad a flat on trailer. Took several hours for help to arrive. That was unpleasant, but forgivable. Serviceman was very nice when he arrived with new tire.
LARRY Ppic up the truck with NO GAS 0 nothing. Passenger mirror is broken do not stay in place very difficult to drive and park.
GILLES DCar wasn’t dirty but smelled very bad. Also I used the car less than 12 hours and was charged for 2 full days because I dropped of after midnight. This is unfair. Please refund the second day charge(including insurance)
Abdullah KAbsolutely!
Emma NPicked up truck to realize it was empty. Had to put gas in it. I was moving from Arlington Va to Rockville, MD they only gave me 30 miles. So I was over the mileage had to pay additional Mileage which wasn’t fair
Leon MSmall but friendly staff and location.
Jenniffer GBoth pick up and drop over were fantastic! Really helpful folks.
Grant Dcheck-in was a nightmare if somebody had not been working there, I would not have been able to pick up the truck because the app doesn’t work. It keeps reloading. I got there early and was trying to use the app for a good 20 minutes before the employee showed up. Kathye was courteous, kind and incredibly supportive and helpful without her. I would not have been able to pick up that truck. The app is terrible.
SARAHJEWELENE VThe entire staff was wonderful. Kathy especially. Would highly reccomend.
DAVID CIt was understaffed and took me 1 hour and 40 minutes to rent a trailer. I reserved a 6x12 and ended up with a 5x8 b/c the other wasn't available. It is still unclear to me if I get any money back (I should as it is smaller). The person helping tried their best and helped me buy an adaptor for the lights on the trailer. The adaptor didn't look stable, but the staff assured me that it was. It fell out and I didn't have lights for much of my 1,000 mile journey. Overall, I will still use UHaul, but probably look for another location when I have to rent again.
THEODORE KStaff helpful -- the truck could have been better -- front end needed alignment
K dI would like to acknowledge the excellent customer service of Kathy at the Falls Church location on W. Broad Street. She works with grace and patience as she helps all customers navigate the online process. Honestly, it's quite a daunting task as U-Haul has implemented to the technology, but Kathy is amazing and makes the experience pleasant and easy.
Antoinette AVery helpful, and accommodating, even going so far as to amend my dropoff location to their location which was closer to my destination than the options at the origin. Would definitely use again.
RANDAL SGreat service. Thank you!
Jerry DBrake lights, turn lights, stop lights worked BUT tail lights did not work. Ended up having to purchase magnetic trailer tail lights in order continue my trip.
John SThe vehicle was well maintained, however the staff are slow and disorganized. It took over 45 min for me to get my keys, from the front desk person.
BRETT MKathy helped us she was great.
Jayme HWhen I arrived the receiving personal assistant was professional, informative and respectful. In the office once I walked in the lady was on the phone on a personal call: I waited 2 minutes on the front this while she spoke to a friend and she did not greet me, once I introduced myself and asked for a recipe she was told me to find whoever received the trailer- such I did- once I came back she refused me to prove and invoice telling me to go online and find it myself. I asked again for a paper copy and she told me “don’t you know the printer is not working- which I replied- how would I know since I don’t work there. It was hostile and she was very disrespectful towards me and and staff that received the trucks: I will never rent back from U-Haul
KEILA OI reserved this booking at 11:30 and I left the location at around 1PM just for poor internal communication that I had to pay for!! I had to take my motorcycle to the port and I had to drop it off after hours and paid extra just because this location didn’t accept my international license while I was sitting and waiting for more than an hour and I finally get a response after I was challenging the employee that I can rent the truck with my international license while he did not ask me that I needed to provide my passport and I had it the whole time. I was waiting while the employee was ignoring my situation stating that my situation is so complicated!
Abdulmalik AThe team working here is experience and professional. They are definitely customer oriented and they really do enjoy helping people management should really acknowledge them as being an exceptional location.
WILLIAM NIt was a great experience from the moment I stepped up to the counter from pulling away in my clean truck.
Traci CPoor customer service
Heidi SBrandon is a mental case. He needs help.
Ali AThe person was talked to me as a castomer was very very bad and yelling me as recorded in camera if working! And i said i need to talk to maneger, he said im the one!! Im so sorry for this acting to castomer and me. Even one star is too nuch!!!not happy at all
jahshid MI had no problems renting a car dolly at this location. I was in and out of the transation quickly and without any issues.
Warren WI had three different trucks that were given to me with the Engine Light on. Please manually check all trucks using an OBD2 scanner after all returns have been processed.
RICHARD LThe complete process was easy and painless. Both pickup and drop off locations were super helpful.
Chris MExplain the insurance better as I purchased the insurance, I was robbed and the purchased U-Haul insurance didn't cover theft and I lost over 20,000 dollars worth of my person property and all my military uniforms I've accumulated over a 22.5 year career.
SAMUEL PThey charged me an extra $15 for SafeMove even though I clearly said I didn’t want it! They told me, “When you return the truck, we’ll refund the $15.” The cashier also said I could drop it off at any location, but later I found out I had to return it to the same location. After I brought the truck back, they told me I’d need to talk to the general manager to get my $15 refund—but I’ve been trying to reach him with no success! Never go to this store! Also, the truck’s gas tank was almost empty when I picked it up!
PEGAH GI was very frustrated with my return experience. I returned the truck at 8 am and was told that I would get an e-mail shortly closing out my account. I was also told that I could use the QR code at the door to close out the account while I was there. I tried using both the Uhaul app and the web to close out my account while I was there, but I could not do it due to a "geolocation" error, despite have my location turned on. At noon that day, after noticing my rental was still active, I went back to the location asking what the delay was, and I was assured once again that everything was in order, and that I would get an e-mail closing out my rental in the next 15 minutes. At 5 pm, the rental was still active, so I called the helpful lady at the front desk who was able to engage with the return personnel and close out my account and get the final e-mail sent to me. Either your process needs improvement or return personnel need further training. My concern was that if my rental remained active, I would be charged for another day, further complicating my return.
Raymond MPleasant staff, helped me unload, and move on from the rental.
Rigel WDuring reservation I was asked to use mobile. We did it. During pickup it asked to use mobile but it was not working. The lady helped but all those steps took 30+ mins for 2 trucks. It should be 5 mins to get the keys after I booked it online. During night drop, it asked me to use app to check out otherwise there is an admin fees. No one told me I needed to use Uhaul App. If I need it tell me out front so I am prepared as opposed to learning it 2am when trying to drop the trucks.
SHUVO NInformative woman on the phone and cheerful and helpful male out in the yard.
Charles MAs always, great service
Maan HI have to start by saying the RETURN experience was excellent, and the only reason I gave two stars. My complaint is with the check-out, which took an hour and a half despite my having a reservation and having done the online check-in. The uHaul site was clearly having some issues. A lot of issues. The AC was out at this location, and I'm sure the clerk was having a really bad day, which she took out on the customers. It was pretty bad. I can't say as I blame her. I think the fault really lies with uHaul's IT department, as well as the procedures set in place which did not allow us to check in using anything but the glitchy website and app. We were not the only customer having a bad time with the system. As a result of glitches, we were unable to add my husband as a secondary driver, so I had to drive for our entire move. Please fix your systems!
JULIE MInside window was really dirty. Fuel level was entered wrong. The tank was nearly empty but was wrongly entered as full. This created a hassle at drop off.
Edwin WHave to wait in a long slow line even after doing everything on the app. Was charged for a gas even when I returned it with more than it started with.
Alex SThe U-Haul app sucks!! Didn’t work
Christopher MI have yet to receive the final invoice by email
AHMED MThe lady at the front she helped me a lot thank you for having her. She’s doing good job ambition. Thank you
Hatim II had a great pickup experience (easy to check in, great truck), but not a good return experience. When I went to return the truck 3 hours after I rented it (@ 4pm), I was starting to use the online check-in, but one of the U-Haul workers came over and said he'd check it in for me. But he didn't. At 7pm it was still showing as checked out with me. I called and the woman who answered said they were busy and it would be checked in that night. But it wasn't. I had to drive over the next day (18 hours after I dropped it off, and not convenient to my house) and work with the great woman at the desk (Kathy) who checked it in for me (interestingly, the truck had been moved and set-up to go back out, and I think already had a pending rental). Disappointed that U-haul offered to check the truck in for me then dropped the ball - twice.
James GIncorrect mileage calculated. I took photos of mileage as proof and am currently dealing with UHaul corporate to correct the issue.
PETER F