Customer Reviews for U-Haul at Lake Ave

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.

Testimonials from recent customers of U-Haul at Lake Ave

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imari d. on

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Long wait to get truck. Didn't understand process. Me and my dad Stood outside for 20 minutes while the guy work there stood at the counter watching us. Then I find out that I have to wait 3 to 5 business days to get my money because I used a card. I was not told that other wise I would have used cash. Called in and the representative hung up on me. Do not I repeat do not go to this location ??

dennis j. on

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The truck could have a 10 footer versus15 foot. The truck was noisy and not very fuel efficient. We made it fine.

Melissa J. on

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Never got the moving pads but I decided to just let it go. Floor of the back was wet and slippery but thankfully nobody got hurt

Ahmed S. on

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Very good Service

Elizabeth A. on

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Customer did not leave a comment.

Melissa N. on

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The vehicle smelled like marijuana and I had to use a air freshner to be in the vehicle. That was my only disappointment.

Owen C. on

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I had to Uber to the Lake Ave location from the Ridge rd because Ridge didn't have the truck I reserved. Ridge offered no explanation why, or way to get to lake Ave location. At Lake Ave location, employee was nice but wouldn't let me take the 26' like I had reserved, because "it was going out tomorrow", so I was forced til t as ke a 20' truck. A 2nd employee there refused to help find the keys because he was playing something on his phone. All in all I wasted a couple hours trying to get a truck, then had to make multiple trips because the truck wasnt big enough to hold everything. I also had to find additional help/movers for the 2nd load too.

richard b. on

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Just continue the good customer service online and at this site location.

Olivia K. on

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Customer did not leave a comment.

Janae P. on

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The worker was very rude. Sit there on his phone and wouldn’t help told me had to check in online. Told me the wrong truck. Then when I told him he didn’t even offer to to the dolly I’m the correct truck after I already put it in the u haul he told was the one I was suppose to take. Until I put the key in and it didn’t work.

richard b. on

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Continue the good customer service. The representative was kind and very polite and had assisted me with all my moving needs. Keep up the good work Uhaul!

latoya s. on

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It took like 30 minutes of me standing there before I got service when I made reservations online and I felt rushed to bring the vehicle back I literally was not able to do all the things that I wanted to do I wasted 30 minutes of my time in the store

SARAH PATRICIA P. on

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The location smelled so strongly of cleaning chemicals that I was coughing for a little while after leaving. It was probably just a spill or some kind of accident. However the truck was very clean and all the dents and scratches were clearly marked with stickers so I had no worries about being charged for previous damage. I had a good experience. I will absolutely use uhaul again.

Johnnie R. on

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Customer did not leave a comment.

Joseph C. on

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The site did not have cash on hand had to go to a whole nother sight to pay cash waste of time unorganized

Cynthia T. on

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The new self services is great save a lot of time .

Patreida S. on

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Customer did not leave a comment.

amber b. on

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Joy P. on

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HARRY S. on

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Michael R. on

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Parking lot small and makes navigating personal vehicle and rental vehicles challenging.

Pamdora D. on

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Customer did not leave a comment.

Sara Leanne L. on

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I always use this location! A staff member was rude ( black guy with dreads) but the manager took great care of me! And he (the manager) apologized again when I dropped off! Which means he paid attention and cared!

Marjorie A. on

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Car was terrible tire need air car smell terrible

Jeremy K. on

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Customer did not leave a comment.

Jeanetta D. on

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I completed my reservation on-line for a vehicle closest to my residence, however,I was directed to an incorrect location on the westside(Potomac st. 14611).I then contacted a U-HAUL rep who directed me to 545 West Ave. 14611. Who then assisted me and enrouted back to the Lake Ave location; where I was immediately taken care of. The service was quick & efficient, even though there was NO visual walk inspection with the rep prior to me retrieving the vehicle. I am a avid customer & I know that this a importantwill part of transferring the vehicle for the customer usage. Please note that this is not a complaint, but an acknowledgement that this is an important part of the transactions. I thank you for this opportunity to express my concerns. A public servant & customer service rep

Sonya M. on

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There was no one at store when it was supposed to be opened so that I could check out the vehicle. Also I was not refunded by money back for milage not used or extra gas put in truck as promised.

TAMARA N. on

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For being a bigger location for U-Haul more than one person should be working to help customers.. after getting the key for the truck we had to locate our vehicle in the parking lot the number on a key to the number on the truck. No one showed us how to operate it what to look out for you’re completely on your own figuring it out. I rented a box truck the right side mirror would not adjust so I could see vehicles for changing lanes and backing up. I am short anyway but due to not being able to fix that mirror I had to bend down to try and see cars to change lanes while trying to keep an eye on the road , ( note : you can move the mirror but it’s either very far out or very close and points down when looking out the mirror ) being later in the day the sun was starting to set window visors were broken one completely off on the passenger side and the driver side broken on one end and not being able to adjust the visor to keep the sun out of my eyes .. you asked if I would recommend this location to anyone no ! My safety and the person I had with me ,safety was in jeopardy due to in proper maintenance Keep on this particular vehicle .. I have rented vehicles from U-Haul before but not in this location Very disappointed .

Dana S. on

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Train the staff. Make sure they are not rude towards customers

Marlin J. on

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Have an employee who is willing to work and not be concern about how long he’s been at work due to someone calling in.

Marc N. on

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U Haul like so many company has opted to have customers do all the work that normally would be done by a trained agent. Hope y'all have smart phones, because U Haul expects you to use you equipment and data to do most of the work of checking in and returning the vehicle. Wonder if all the auto rental companies are going in this half-assed, non consumer oriented way of doing business?

JOYCE M. on

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10 ft moving van had no ramp, broken visor, radio barely worked. With as many X as this van had on it need to SCRAP!!!!

Victoria A. on

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The mobile pick up/ drop off was extremely easy to use and convenient. I would definitely use Uhaul again in the future.

Claudette S. on

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They were really nice and helpful

neftali t. on

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Quick great service

Birkha K. on

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Very hard to find truck

Nathan B. on

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You have a stranger's email address listed for mine... Please update it

Rodney T. B. on

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There were excess charges. The $25 cleaning fee is entirely unreasonable and was NOT disclosed at the time of rental. I transported two Large picture frames in the several hours I had the truck and left no debris. I did not smoke in the truck. There is NO basis for that hidden fee. The self check in procedure was entirely unsatisfactory. I did not appreciate being forced to do the work of U Haul employees in performing the check in duties. My time is valuable and I deserve compensation at my usual rate for the time I spent performing services for your company. I am a CUSTOMER not an employee. You must immediately refund the wholly unjustified and undisclosed cleaning fee. I am preparing an invoice for my time doing U Haul’s work tasks to check in the truck but will forgive it upon posting of the cleaning fee and tax refund. I cannot recommend your company as honest or fair to customers and will promote that non-recommendation.

Chris R. on

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Customer service was practically non existent. Your 24/7 mobile registration takes longer than speaking to someone in person. Will be using another moving service in the future

Burhan R. on

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The workers there is halfway sleeping and the are not ready to serve any customers i go yesterday to rent a truck the workers told me no truck are available then I want to outside and do it online and the offer me more than one truck online

cyterria h. on

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Remove phone app takes up to much time

Lauryn F. on

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Better explain how to return the truck using the website

glen g. on

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Good customer service very friendly and helpful

Michael P. on

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Customer did not leave a comment.

Madeline S C. on

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Did not receive requested vehicle until 45 minutes after the reserved time. When returning the vehicle, employee gave vague instructions and was ENTIRELY unhelpful. He basically refused to help us return the truck and made it seem like self checkout could be done anytime later, even though this is clearly not the case because you have to take photos of the truck. Even if it is a longer drive, I will never go to this location again.

STEVEN P. M. on

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I was happier with Uhaul before it was necessary to have a smart phone with Internet service in order to rent and return a truck.Now I will probably no longer be able to rent from Uhaul in future.

Levi A. on

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The person at this location should not be working with customers. While I was there he was rude, he was talking on his phone while "helping" customers. He seemed annoyed that he had to work there. He was not helpful at all. The equipment while old and beat up, it worked just fine, the truck was clean and in good working condition.

William W. on

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My trailer was unusable due to exposed wiring. It shorted out my car and blew a fuse. We had to pay an outside mechanic to get it fixed because Uhaul roadside assistance was unable to fix the problem.

GWENDOLYN L. B. on

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Customer did not leave a comment.

Christopher W. on

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Chaz H. on

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Julio F. on

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Poor customer services in the B-shift . Customer service is the key for people coming back.

Jacob S. on

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Gave me truck with 1/4 of a tank and then wanted to charge me a 30 dollar fee when i returned the truck with less then 1/4 of a tank. Keep in mind I only drove 6 miles. They also charged me for 3.5 gallons of gas. Which I don’t understand because I only drove 6 miles. Does a 10 foot uhall get less then 2 miles per gallon? Overall it seems like you are being gouged for every penny they can get.

Steven F. on

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Customer did not leave a comment.

Jeannine Laurice F. on

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We reserved a dolly, they did not have one. Made moving almost impossible which is why we reserved a dolly in the first place. I was charged an extra $20 odd something that I dont know where it came from since we were back at the time we were supposed to be and we were under the mileage. I will be disputing certain charges you can believe that.

MARILYN L. A. on

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Customers must know to bring their cellphones to this location prior to picking up trucks. If you do not have your cellphone the associate takes pictures of the front and back of your license. This is a personal document which should never be in any random person's phone. It could end up anywhere!!

joseph p. on

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I would not recommend u haul to Anyone. I use enterprise rent a car on a regular basis for business travel and their customer service superior on all levels. Your compute system books reservations were no trucks are available. Sad. U haul system too tech centric. You are on your own No help. Never again!!

mitchel c. on

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Super easy, in a out. Up until this rental I wasn't aware the I could do a 1 way.

Adam G. on

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Doing everything yourself with a smartphone despite a willing attendant being there is absurd. I should not have to take a picture of my license myself, they should be able to enter the information themselves, as it has been in the past. The website did not work for me, and we had to switch the phone number on my account to my girlfriend's in order to make it work. If I didn't have a smartphone, and she wasn't there, what would have happened?

Jaquan F. on

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Customer did not leave a comment.

MARC E. L. on

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More help up front. It is was only 1 person but very calm

Warren M. on

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Michael B. on

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CHRISTOPHER F. on

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The location is way too small for the amount of trucks that they have there. Plus I’m not happy with the fact that I ordered a 17’ truck and was changed to a 20’ truck. Then I was charged more for the 20’ truck. Even though I never requested or needed a truck that size.

Nicholas D. on

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Customer did not leave a comment.

Alexandra F. on

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Mary A. C. on

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Nick M. on

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Elba L. R. on

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Nothing, honestly. I think your service is excellent

Elizabeth R. on

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Over charged and cheated

Veronica W. on

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Customer did not leave a comment.

Brandon B. on

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Close your unethical, disgusting business.

JEVON H. on

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Nothing you guys are a great

Truong T. T. on

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Customer did not leave a comment.

Sean G. on

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Magdalah E. on

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this experienc has really soiled my opinion of store employees. this shady chick chose to make me wait until after she checked in all the people in line before she could check my return in. while waiting I saw this woman cuss out customer acknowledge that I arrived but recorded me with the time after taking the customers line up. it's a small office but there were at lease six people in line. which took me waiting nearly 30 minutes. what pissed me off if the guy who was walking around the lot cleaning trucks could have said to her " this customer has been waiting" but instead chose to say nothing resulting in me getting billed for an extra day, called customer service rep was incrediblely and attentive. still waiting for a response.

Christopher M. on

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Used the app to "skip the line" but still had to wait over an hour for my vehicle. Was still charged for gas even after filling to the designated amount.

Earl S. on

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The U-Haul representative refused to check in the equipment and instead insisted that the equipment had to be returned via the website. He was very rude and unhelpful.

Charles C. on

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Customer did not leave a comment.

Kristina B. on

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When I went to pick up the reserved vehicle I asked if they had a larger truck. They did not which is understandable. They checked another store close by and directed me there stating they had four of the size I was asking for. After driving to the other store and waiting in line I was told they did have the trucks but they were all reserved for 8am and would need to be back by then. This is NOT something the person at the first store bothered to check. So I had to go back to the first store and rent the van I originally reserved as the second store had nothing available. In all I wasted over an hour and a half driving back and forth and waiting. The next afternoon we returned our rented van two hours early but the person who accepted the return did not process it. We ended up getting charged extra for being "late". I called the next day to get this fixed and never heard back nor have I seen the charged adjusted like I was told they would be. After this experience I will never use uhaul again. Will just go with a moving service next time.

Davida S. C. on

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the quote was for $19.95, I put the gas back, only had the truck for 3 1/2 hours and left no mess yet it ended up costing $68.00 which is three times as much. I WAS CHEATED, YOU PRACTICE FALSE ADVERTISING AND MISLEADING TACTIC AND I HOPE I NEVER HAVE TO USE ONE OF YOUR VEHICLES AGAIN.

david g. on

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Hire some people with a more cheerful attitude .b

William W. on

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Though that I scheduled a truck for 10 am Saturday morning. Arrived at 9:45 am and had to wait in line until 10:35 to be waited on. Then was told that my reservation wasn't until 4;45 pm. Left in sleeting weather and came back at 430. When I returned truck on Sunday afternoon I was rudely awakened to you new truck return policy. Really don't like sending my drivers license photo and information over the internet to you wedsite, Will hold you responsible if ANYTHING HAPPENS

Brianna C. on

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Truck was fine but the staff at this location are very rude in the past 2 days i interacted with 3 different stafg and they are horrible the lady today had the worst attitude of them all and she smells like why come to work like that

Marisol Z. on

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Customer did not leave a comment.

Edith S. on

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Javon Gaines was the person we worked with and he was excellent. The check in and out was quick and easy. Great experience and I will use the Lake Avenue location next time I need to rent.

Denise A. M. on

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Customer did not leave a comment.

Caroline M. on

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Annette F. on

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Gordon R. K. on

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I reserved online with my pc. Nothing said I needed a smartphone. The girl that checked me out was okay, but the guy who checked me in was rude and quite put-out that he had to do anything. I won't ever use U-haul again. Ryder kicks you guys butts.

LeBaron K. on

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Customer did not leave a comment.

Joseph C. on

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Staff was rude. Got there 5 minutes early and was told to come back since it wasn’t ready yet. gentleman continued to just sit on his phone till a few minutes after my resveration time, which then at that point it was “ready,” even though he was the only person on staff and didn’t leave his seat. Also was not given access to the lock on the back of the truck since “we don’t use those anymore” even though I used one on a different uhaul 2 weeks earlier, was forced to purchase one. Icing on the cake, shorted me on number of moving pads I paid for. I believe this will be my last uhual experience.

Daisy C. on

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Customer did not leave a comment.

Jacquie S. on

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The truck was wet inside and one of my mattresses standing on its side absorbed the water like a sponge??

Matthew Shaquill B. on

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Not charge so much money i were told i was only gonna be pay 73 dollars retured truck on time with appropriate gas and were charged 95 dollars i will never use this uhaul service again

laurie l. on

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The new truck return self-service is ridiculous but overall good experience.

rachel d. on

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The man that checked me in, was informative about everything..smiled made me comfortable about the process.

STEPHON P. on

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Customer did not leave a comment.

Nicole S. on

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Oscar Bienvenido T. on

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Leroy h. on

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Nothing the service was exceptional...

Richard b. on

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I had problems with the mobile application on my phone to pickup/ return truck. Both customer representatives were kind to assisted me on both occasions. Thanks you Uhaul for making my day!

JUSTIN S. M. on

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Fast service and helpful. Zero problems.

chiquita h. on

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The online service takes so long. Its was a 45 minute process before the move and after.

Jazlynn G. on

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The representative was rude

Colleen JOYCE T. on

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Woman at the desk was very professional and courteous.

Brianne C. on

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I drive 6 miles whole miles and was charged $12.75. Uhaul is a rip off I will never utilize nor feed this company again.

CRAIG JOESPH Z. on

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The check-in woman was excellent!! Very knowledgeable and fun. The check-out process was slow due to computer. Overall, an excellent experience.

Aubrey H. H. on

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Customer did not leave a comment.

Kelly W. on

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The location was fine and the staff were nice. I was irked to learn that they couldn't check me in and out, that I had to use the app and take all these photos myself. It took a long time. I will use a location that will do it for me next time. I think you should have the option, I had to change the setting on my phone to use my location and it was very annoying, The truck had many warning lights on it, tire pressure, oil, etc. that had not been addressed. It was clean otherwise. Fine location if it's your only option but next time I will go to the one near the airport that checks you in and out.

Carson S. on

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The staff was accommodating. I did not enjoy the mobile check-in and check-out process. It gave me no end of troubles at every step and was very frustrating. Those problems were quickly alleviated by the staff. It goes to show that “supposed” efficiency will never adequately replace the human element.

Thomasena A. H. on

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Customer did not leave a comment.

HARRIET N. on

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Martin J. on

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omar p. on

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The staff was very helpful and courteous.

Nicole Z. on

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Staff was not helpful. Truck was not full of gas when picked up. Then i was charged for the gas. Truck was parked in a very difficult spot to pull out of.