Customer Reviews for U-Haul of Falls Church

Rating:

5.0

I had a lot of trouble with uHaul’s phone app, and it weren’t for the assistance of Brandon Ashley-Wynn, the general Manager of the uHaul Moving Center store in Falls Church, VA, I don’t think I would have been able to rent the truck I had reserved for that day. While he helped me with the app, he also managed to attend to other customers who were renting trucks on that busy morning (Saturday, May 24). I would urge U-Haul to recognize Mr. Ashley-Winn in some substantive way for his remarkable customer service, which was above & beyond the call of duty.

Rating:

3.0

I know the people here are working hard, but I got a dolly that was already damaged.

Rating:

5.0

James brown was very nice and patient. He helped to check the availability at other U-hauls because the one I reserved was damaged. Because of him, I’ll be back. Besides the long wait lines because it was Saturday, customer service was great.

Rating:

1.0

Nothing about this experience was good: #1 The rental process was chaotic (even though I had filled everything out online and asked for express check in), #2 The truck I rented was switched out and the paperwork was not updated because the truck I rented was too hard to get to, #3 The truck I was given had over 130k miles on it and showed a lot of wear and tear, #4 While there, I also purchased two glass packing kits only to realize later that I was supposed to get boxes with those kits (upon return I then had to purchase the boxes that I had actually already paid for), and #5 Finally I was charged for fuel when I provided the truck back with more fuel than when I rented it. This location, while very convenient, is so poorly managed. I won't be going back there again if I can avoid it.

Rating:

3.0

A bit confusing as can't return truck to person at counter, everything needed to be done on APP.

Rating:

2.0

Truck not available for my reservation. Made me go to another location. Other location did not include pads or utility dolly

Rating:

3.0

The U-Haul automation …from reservation, check-in and then return was time consuming and repetitive. And - as the only customer, I’m not sure why it still took over 25 minutes for a small trailer pick-up.

Rating:

5.0

The gentleman who installed my hitch, I believe his name is Mr. Rob, was very pleasant and took the time to explain to me how he would install the hitch, which I appreciated. Brandon Ashley-Wynn assisted me with checkout and was extremely pleasant to deal with, especially considering how busy the store was! Overall, a great experience. Thank you!

Rating:

5.0

Lot was crowded and difficult to navigate, though looking at the available real estate I'm not sure what else could be done to remedy the condition. I was helped quickly and effectively and have no complaints.

Rating:

3.0

Comment for the overall Uhaul check out system - it asks for 2 emergency contacts which is pretty ridiculous. Honestly there's no reason you even need 1 emergency contact. What emergency happens that Uhaul will be the one contacting my next of kin exactly? I'm sure the real reason has to do with tracking down somebody in a lawsuit or the like, but that's pretty annoying to be collecting any data like that. Makes me question what you're doing with that data.

Rating:

4.0

check-in was slow. Everything on the app, yet I still had to wait for the cashier/support. Did I do this right? Nevin was excellent in setting up our trailer and having all the right equipment.

Rating:

4.0

U-Haul needs to provide better equipment to their employees so they can efficiently and effectively clean the equipment being returned. They tried cleaning the exterior of the trailer with the equipment provided by U-Haul but it wasn’t strong enough. They should be given a car/truck power washing station like you commonly see at truck stops. This was a management failure, the employees were great.

Rating:

5.0

Good service

Rating:

5.0

Very happy with all the people working there, they work hard and properly connected the tow dolly and checked over it. I wish the U-Haul system would save my Photo ID so I did not have to scan it in each time I rented. But overall everything was great.

Rating:

3.0

Parking was a challenge when returning equipment after hours at this location. There was a line of trucks stacked up in the driveway because earlier returners did not peel off into the open parking lanes behind the building and this blocked access to the parking lot.

Rating:

5.0

Generally speaking, you don’t really think about these more tactical engagements with service providers. I will say, I was impressed by their efficiency, professionalism, and hospitality! Way to go U-Haul crew!

Rating:

5.0

The staff was so welcoming and friendly!! The younger guy was very sweet and came over to make sure I had what I needed. The slightly older (relatively) guy at the register was very helpful and friendly! I felt respected and welcomed!

Rating:

2.0

I made an appointment online then got a call asking me to change to a time that was less convenient to me. I agreed. I arrived at my revised appointment time and was told only then that the hitch I had ordered was not in stock (apparently a disconnect between the inventory software and the actual inventory). I was told I would be contacted when the hitch arrived. I checked in two days later and was told the hitch wasn't there and I would be contacted. I checked in five days after that and it became apparent that the hitch had not been ordered. I was told that the hitch would be ordered for overnight shipment and that I would be contacted when it arrived. I checked in a few days later and found out that the hitch was now in stock and that I had not been contacted when it arrived. I made an appointment, dropped off my car, and got the hitch installed. The installation, as far as I can tell, was fine.

Rating:

5.0

My only comment is that I was scheduled to pick up the trailer at 7 AM at 6:50. The doors were open when I walked in the person said we’re not open and was a little bit on a rude side. I thought that she could’ve been a little friendly or even just kept the door unlocked until 7 AM.

Rating:

5.0

Very helpful staff. Easy process.

Rating:

5.0

Nothing. Service and efficiency was 👍

Rating:

2.0

The process of renting a box truck with U-Haul is declining in service, ease of rental. The attendant sat waiting for us to re-rent this truck using a scan code, difficulty using this method, and the time consuming method made me wonder why is an attendant being paid to watch us struggle with this method. Using ONLINE in the store is ineffiecient and time consuming. Attendant was patient, however not helpful.

Rating:

5.0

The staff were all helpful, quick, efficient and friendly. And flexible about my equipment return. A good experience - so rare these days at many businesses!

Rating:

5.0

Excelent

Rating:

4.0

Renting the equipment and subsequently returning it was a very simple process. The representative was articulate and efficient. The price was very economical.

Rating:

3.0

The check-in process was horrible and cumbersome. Even though employees were standing right there, we had to check in on our phone and it was very confusing and required multiple setting changes on the phone. Please allow customers to check in at the desk with an employee. There is no need for a phone check-in during business hours when employees are standing right there ready to help.

Rating:

5.0

Three things 1. To have the migrant workers coming after the car at the entrance was very annoying. I wasn’t sure if they worked for uhaul and directing me in. They followed all the way to your building. I’m all for them getting work but that was a very bad experience!!! 2. Your truck was very clean but also very old and noisy. The hood of the truck came up on us as we were driving on 66. Better make sure you do a more thorough inspection before renting the trucks out. It could have been a really bad accident. 3. Your staff are so polite and helpful. If we need to rent again I might consider you all on your staff alone but not if we are surrounded by day workers. Don’t mind them standing there as i understand they need work but they shouldn’t be allowed to harass your customers.

Rating:

2.0

There was only one agent available and a long line of customers… stressful to say the least for everyone. I signed documents via my phone, and the documents were very difficult to read. I trusted that everything was in good order. I got my truck and realized as I pulled out that there was hardly any gas in the tank (only to find out later that it should’ve had 3/4 of a tank). I filled up gas enough for my own use and more, which amounted to 1/4 tank. When I came back to check out, which was past business hours, I was charged an extra $63 for gas because according to their records, I had actually received it at 3/4 tank. The agent never checked on this before turning over the truck to me. I returned the truck in the condition I received it if not better considering that it had more gas than when I got it. All I can say is make sure to really doublecheck everything before driving off the premises so you don’t get ripped off. It’s just poor customer service. I’ve written to the general manager and have yet to hear back from him.

Rating:

4.0

My experience was very positive. However i don’t see a receipt provided for my trailer drop off. Will definitely use this site again.

Rating:

2.0

My truck had gas below half way when I picked it up and I was charged $51 for a full tank when I returned it

Rating:

4.0

Pick up was fairly easy and without any issues. The drop off in Nocona, Texas as perfect.

Rating:

5.0

Great, respectful service.

Rating:

4.0

This is an interesting place. The Rastafarian manager (running inside and outside) has a lot on his plate and tries hard to get the office staff to be more attentive and efficient (challenge). In the end the service and product were deliver in a timely manner under a decent store procedure. The office people in the end have virtues however, be patient.

Rating:

5.0

Indoor and outdoor techs were fast and efficient.

Rating:

1.0

Earlier today, I returned my U-Haul truck and asked the employee at the drop-off location if there was anything I needed to do before leaving. I confirmed twice with him, and both times he assured me that there was nothing else required. However, I was later charged a $25 cleaning fee without my authorization. I reached out to your store to address this issue and spoke with Monstala, who transferred me to another employee (an African-American gentleman) without providing his name. During our conversation, he acknowledged that it was his fault for not informing me about the cleaning fee, and he instructed me to contact you regarding the matter. I found the entire customer service experience to be unprofessional and frustrating. Both Monstala and the other employee’s responses were less than satisfactory, and I was left feeling that my concerns were not handled appropriately. I would also like to note that the conversation was recorded for reference.

Rating:

2.0

the staff is not friendly ,i have to wait 1 hour to get the truck.

Rating:

5.0

Good customer service, a very busy location

Rating:

4.0

This past experience was an exception from previous multiple rental experiences -- wi-fi was down when I arrived to pick up my reservation. Pick up time was 2:30pm and I did not leave with my rental until after 3pm. A technician was onsite working on the wi-fi and your sales person Alexander tried his best to assist in completing the check out by tapping into his personal hot spot, but we were unable to complete the checkout until over half an hour later. It was an inconvenience. Appreciate the professionalism and friendliness of the staff there, but seemed like there should have been a back up plan or alternative way to complete the process instead of having me log in an try 5 or more times. A credit instead of full charges would have also been appreciated.

Rating:

4.0

Very helpful team. Thanks, Brandon!

Rating:

5.0

Very good folks

Rating:

5.0

Great friendly staff. Equipment issue with latch but when I brought it back they said it would fixed.

Rating:

5.0

When picking up the rental truck, we were in and out pretty quickly. Service was great. I have no thoughts on how to improve...the store works fine as it is. Thanks

Rating:

5.0

Lady who helped me get checked in was wonderful…..was not happy about the people loitering in the lot looking for work also not happy about the time of pickup changing to 3 hrs later….not happy with uhaul and will not be recommending anybody use it…

Rating:

5.0

I do not like the fact that the customer has to do all of the work at check in. It is not good customer service for me to take my picture, then take a picture of my license, them wake up someone who knows me. The location was great, your policy not so much. I have been renting from the Falls Church, VA location for over 40 years. I would think you would treat long term customers better.

Rating:

5.0

After hours return, very clean and space available.

Rating:

5.0

I was very happy with everything. Only one note, not a complaint: The truck makes a VERY loud whine when it first starts to warm up. It sounds like something is wrong. After a few minutes, however, it does disappear.

Rating:

5.0

Good 👍

Rating:

5.0

Great staff, but I do not understand the mileage fees for truck rental. We were charged $1.79/mile, which seems far above the normal rate. What am I missing?

Rating:

2.0

The entire pickup experience was way too long. I was forced to use the app even though I selected not to in my reservation. Penske, Ryder, and Enterprise are all significantly faster and have much better customer service. I don’t think I’ll be using U-Haul again. On top of that, the fuel level was marked incorrectly on check out, I noted that in the app, with a picture, and I was still charged for extra fuel, even though I returned it at the level I received it at.

Rating:

5.0

Service was professional and quick, staff made picking up the rental and other items easy.

Rating:

5.0

THIS LOCATION IS SO WONDERFUL, THEY ARE ALWAYS HELPFUL. POLITE AND FRIENDLY. I USE THEM AT LEAST 2 TIMES A MONTH. THANK YOU U-HAUL!

Rating:

3.0

The app check in process was confusing and the office was a bit chaotic. The people were nice and professional but things just seemed a bit unorganized.

Rating:

5.0

A little chaotic but it was a Saturday morning at opening. Remind the staff to breathe. All good otherwise.

Rating:

2.0

The trailer was dirty and while I paid for blankets, none were included in the trailer.

Rating:

5.0

Nothing! The Manager, Brandon, was excellent, friendly, and so helpful during pick up and drop off.

Rating:

5.0

Clean the windshield and mirrors

Rating:

3.0

Online checkin process was awful. Staff were not helpful and rude. Will find other options next time I need a truck