Came to return the truck and buy a box. I went in the store. No one was there, workers or customers. I looked in the back room calling hello to no response. I went outside, walked behind the building. No one. Finally returning I saw a man in a truck and asked if he worked there. He said “Yeah.” Told him I was returning. He reached for the keys without another word. I then went back in to find and buy a small box as my grocery bag had broken. I needed a small box to put the food in. Again I waited, called out and looked in every room. No one. I folded open the box and put the few now wet groceries in it while an uber waited. No one ever appeared who worked in the store. I them went back to the guy in the truck saying I needed to pay for a box. He was irritated and said he “couldn’t do everything,” he had been left as the only employee at the location. I told him I had to leave would he please let me pay and pulled out a $20 bill. He was angry and said all the registers were locked because he was there alone. I showed him I had the smallest box I could find and how was I to pay if he couldn’t accept a $20 bill. He told me to walk up and down Falls Rd and try to find a business that would give me change. It was the first day on 100 degree heat. I have a heart condition. I could not do that. I asked if he wanted the box, now wet, back. He said “no. Find a way to pay for it.” I didn’t have my debit card and told him the store shouldn’t be open if he couldn’t accept payment for a box. All of this time we stood in the heat in the parking lot with my uber waiting. Finally he said, “Just take the damn box and go.” I will never again use this company.
Thomas BCustomer Reviews for U-Haul at Falls Rd
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.
Everything was perfect . Ashton was amazing he was professional and very knowledgeable. Thank you Ashton for the great work.
assad aI got to the Uhaul at the reservation time (5:30A). Key was not in the box. Had to come back at 7a when the store opening to coordinate pick up. The attendent had to move trucks out of the way (meaning I couldn't have taken out the truck at 530a because there were trucks in the way). The door gasket on the driver side door was busted. Everyone was very nice. Only reviewing because you all asked, but please don't make this public.
Jacob WAlways a pleasure.. the young man that works there is so kind
MARCIA FGreat experience, also the app functionality was very good
Mark FThis is my 2nd time renting from this location. It’s convenient for me, ample rental options, staff is always helpful, accommodating, and available to answer any questions.
Charnise JGreat service, they were very helpful and truck was all good.
Chris GMore staffing. The wait to check in was ridiculously long.
Daniel SThe man who is working in this store is very helpful
ALI AGood service and help.
Youri MLionel was exceptional. He handled multiple tasks, phone calls, and customers with ease, efficiency, and friendliness.
MEREDITH GEmployees are super helpful and friendly!
Audrey KProvide staff with immediate access to complementary, cold water during hotter temperature days.
John BThe system was down when our Team arrived to pick up their scheduled van. There were no vans available and they were given a 10' box truck instead. Our needs for the 2nd day of rental would not accommodate a 10' box truck so we had to return it and exchange it for a van. It was inconvenient but the on site team made things easy and while we were initially disappointed in the equipment we'd reserved being unavailable, we appreciated the service provided by the staff.
Jennifer WThey charged me for damages that the truck already had I have pictures . There was only one worker working, taking calls, doing check ins and check outs this was a horrible experience.
Victor BExcellent service from a young AA woman who assisted with 2-3 different related matters.
MOHAMMED AStaff members was very friendly and attentive
Jacquelyn SStaff on location were helpful and efficient. I started the self-check-in, but made a mistake. The local person corrected it for me and saved me $25. Location is great for northwest Baltimore.
Terrence FALL WAS EXCELLENT
HENRY FThank you for your help! The guy that helped me also helped two others and me by HIMSELF at pickup. When I came back to drop off, he helped me kindly and quickly as well. The people at this location are excellent!
Jessica CHave a way I can get key because employee was not helpful and neither was the app
SHAKIA SAccording to reservation guarantee policy, U-Haul should give me 50 dollars off this reservation. However, this 50 dollar deduction was not reflected on my check out receipt. I am writing to kindly remind U-Haul to solve this issue. Thank you so much!
Zihan LThe amount I was quoted on the website was different from what I was shown in store. I wasted time with the self pick-up punching in information I could have entered days earlier when I made the reservation.
JEREMY MHelpful, professional, courteous, and a sense of humor, JUST DON'T CHANGE ANY OF THAT! it was a pleasure.
edward rCustomer service was excellent pickup and dropping off amazing staff
Keisha LFantastic customer service at this location!
Gina LSuper efficient and friendly.
Zoe PAttendant was having a difficult time dealing with situations out of her control: apps not working, vans over-sold, but she maintained control and did a good job. When returning the van, they seem more well stocked, so probably a symptom of the busy moving season we're in. Overall, still pretty reliable - but the new verification system seemed to be very delayed
TIMOTHY DNo comment
Katie CUnderstaffed. That's your fault not the employees. Your app is trash. Took forever for people to sign in. The authenticating part was absurd.
Gabriel EFront desks staff was very helpful and professional
KAISER SThe representative I worked with was amazing, I opted into the self check in but it was being wonky for me and she checked me in and walked me through the whole process. I was also impressed with her multitasking skills when I dropped off the van, she was juggling three customers flawlessly! I would definitely rent from this location again.
Kari LNothing it was great
Chante JDIdn't really see if location was clean. Very busy location. Helpful staff
Lisa PVery helpful when I dropped off
Gina LGreat Customer Service and Trucks are always Clean. Yes, I would recommend this location to anyone.
peronica fThe customer service when calling was not okay I was left on hold for over an hour and also the UHaul was parked squeezed into other trucks
Brittney LManager was nice and helpful
Stephanie Avery helpful staff
PARMINDER SI Love this Location! Very Professional and Treat their Customers Great. The Trucks are very Clean. I would recommend this Location to everyone.
Peronica FThe manager at this location has hands-down the very best customer service! He was incredibly helpful, genuinely kind, and his positive demeanor—including a few much‑needed smiles—helped turn a very chaotic day into a great start. I’m not sure whether these reviews are seen by upper management, but if they are, this guy absolutely deserves a raise ASAP! Outstanding service like this makes a real difference.
Brooke PThe truck was mechanically horrible. Trans issues. Shifting lever not safely going into position.
Randall SKeep doing what yall are doing
Jerry BService was very prompt and friendly, yall were awesome :)
Sarah BGreat service. Service with a Smile
troy hGreg was an outstanding help in the process of renting this truck. Very friendly and knowledgeable. Would highly recommend this place.
Brenda LThe manager, Greg, was wonderful to work with. Very efficient and knowledgable, and above all, patient and great customer service!
Jacqueline Okey drop/self checkout was helpful. Could use more direction on where to park after hours.
Robert TI had a much better and convenient experience that other locations I used in the past. Rep was kind and helpful
Zina GLove love love the staff at this location, always so personable, polite and helpful!
Elina JCharged me an after hour fee and tax. Store said open til 7pm, was closed at 5:15 when I dropped it off. Still had 2 more days left on time too. I will be disputing this charge.
Rudy CI arrived early from a mobile app support and my truck was ready. My move took a little longer as I was getting tighter with time due to getting stuck in an elevator I was able to extend my reservation with the store associate with no problems. Thanks for the excellent customer service today. A very successful move again with the help of your services.
TERRANCE WThe Manager, Gregory, is awesome!!! I've rented here a few times and he is always patient and kind and helpful. The place is clean and organized and everyone that I have interacted with on his staff has also be great.
Kristin FVery smooth and easy transaction. Excellent!
Alesia RGregory was a delightful presence on the phone and in person when I picked up my rental.
Elina JFront desk check Guy was fantastic! Very helpful
troy hGuy working was extremely helpful! Have rented here before and we keep coming back. Great experience
CODY ZI didn’t get the name of the employee - maybe Gregory - extremely helpful and nice! A great customer experience.
Mia LMr Gregory was very welcoming and polite. The facility is clean, organized and kept in excellent shape. The vehicle was easy to find!
Wayne MVery satisfied, but I believe the $30 damage coverage should be refundable if the truck come back the same way it was picked up
Latishia MThe customer service at this location is excellent,Very professional and knowledgeable staff.
TISHA MThe individual who oversaw our check in process was not trained well enough and did not provide us with key information we needed to know such as filling the truck up with gas (she said we are charged for mileage and not to worry about that) and that the truck came with a lock. It did not and we had to purchase one. Very frustrating and COSTLY experience as a result of this employee.
Riley H