Give the correct keys and be more vigilantEMIANO A.
Customer Reviews for U-Haul Moving & Storage at Downtown
Norfolk, VA 23510
(Right between Norfolk Scope and Doumars)
Services at this Location:
- Mon-Thur: 7 am - 7 pm
- Fri: 7 am - 8 pm
- Sat: 7 am - 7 pm
- Sun: 9 am - 5 pm
- Free towing inspection
- Propane pay at pump
- 24 hour customer return
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.
Customer did not leave a comment.Kelly L.
Thank you all for helping me out i lost my keys and i told them what was up she said it was cool thanksChristopher J. | Overall Experience
Customer did not leave a comment.PATRICKJOHN S.
Customer did not leave a comment.JEFFERY D.
Customer did not leave a comment.Xavier B.
The only reason I am not giving 5 stars is because I had to wait at least an hour for someone to remove a lock on the unit at the time of my move-in. They were unable to unlock it due to rust and it took an hour for the issue to be resolved. Outside of this issue, everything else went very well and I am pleased with my unit and the cleanliness of the place.Tiara H. | First Impressions
The people there were friendly and very helpful.JAMESLINWOOD K.
Customer did not leave a comment.Andre S.
Customer did not leave a comment.Narcy K.
Staff is very friendly and helpful.Luciana B.
Customer did not leave a comment.KATHLEEN P.
Customer did not leave a comment.PATRICKJOHN S.
Customer did not leave a comment.Morgan M.
Customer did not leave a comment.William E.
Customer did not leave a comment.Yedidya K.
Customer did not leave a comment.AMRAELDEVONDA Y.
The service in the beginning was good doing booking and pickup -not good doing returning Uhaul -i felt stereotyped and treated nasty by a short white guy!MARYJEAN B.
The staff at the center were very helpful, but i was billed for two months of space storage rent after we checked out and terminated our rent, and have yet to be refunded. My issue is not with the center but with u hauls u box system and billing.Callie F.
More parking spaces for customersDARIUSLAMAR B.
Customer did not leave a comment.ROBERT S.
I was having issues with my car, since it died on trip up here. She climbed through my trunk to sit in my driver's seat to steer and hit the brakes when needed. Plus all of the staff was polite.Joshua S. | First Impressions
Customer did not leave a comment.SAIRATNAKAR N.
Customer did not leave a comment.JOSHUA S.
Customer did not leave a comment.Michael V.
I completed my check in and was walked to my storage. I placed all of my belongs on the elevator and proceeded to my unit on the 3rd floor. When I got off elevator and arrived Within an hour another customer at moved into my storage and placed their lock on my paid storage. I could not get through to the front office via phone so I had to leave my items on the elevator and walk to the office. Once I arrived I was told I had to wait until the lady who helped me get off of lunch. I explained my things are on the elevator we have already been here for hours can you just give me another unit. I was told I had to wait. The lady comes back and tries to figure out what is going on. This takes over an hour. The store manager was called and advised they cannot do anything for me. I had to take a smaller unit or pay a lot more the bigger. I explained I do not have the money. I am a single parent and already stretched with funding. I contacted corporate Uhaul and spoke with the supervisor and was on the phone for 45 min. The supervisor spoke with the cashier after we waited 20 min for her to get on the phone because she would not get on the phone. The employee lied to corporate and told the lady the customer will be there any min to get in storage and remove their belongings from my storage so I can move in. The corporate supervisor said there is nothing they can do but she will notate the account to contact the regional manger. I had to wait another 1 hour for the people to get there then a longer time to remove their items so my things can be moved in. We spent a total of over 5 hours. I was met with an attitude and disrespect. This is outrageous. I have never been treated this way by a company. The manger had no regard for customer service or cared and the employee continued to cut me off and not allow me to talk. I would like someone from corporate to contact me back. Other customers had to wait hours to use the one elevator because our belongings were stuck on the elevator with no where to go. The is unacceptable. Please investigate and take proper actions to remove the manger and employee at the establishment.Sherrie W. | First Impressions
I called twice, once to change my reservation to an earlier time, and once to verify that the rental was there and both times, was helped in a kind and courteous manner by the agent. Excellent service!James K.
I had excellent and prompt service at u-haul. I would recommend them to anyone.WILLIAMLOUIS P.
Customer did not leave a comment.Jameel G.
Customer did not leave a comment.JOHNROLAND T.
Excellent service and very helpful!Mathew N. | First Impressions
Customer did not leave a comment.CHRISTOPHERBRADL F.
Install more check-out registers as there was a line of people waiting to get trucks and renting a truck is not a quick process even when you have a reservation and have already completed the check-in online. Waited for over an hour with 3 people ahead of me and 1 person working.William C.
Customer did not leave a comment.GARTH P.
There were a few hiccups at first. When my ID was scanned, a different customer's balance appeared. It was resolved, but it definitely had me worried about the rental process.TONIMICHELE J.
You need to make sure that the cab of the truck doesn't smell. The truck l had had an order that made me feel nauseated.CLIFFORDFENTON E.
Customer did not leave a comment.JESSICA H.
Customer did not leave a comment.Carol P.
Perfect experience renting a van several times for a move, as well as two trucks. Excellent service and friendly staff.! Very clean vehicles. Thank you!Barbara G.
Wait time was a bit long, and there appeared to more than one line, which caused some confusion, but overall I was pleased. The gentleman who helped me was friendly and professional. The shop appeared to be clean and well-stocked. I liked the fact that boxes and packing material were being recycled and were free.DAVIDRHORER G.
Customer did not leave a comment.BRIANA N.
Excellent locationJOSE M.
Nothing - location was very convenient, parking lot huge (easy parking) and staff attentive and pleasant.Jan O.
Customer did not leave a comment.STEPHENCRAWFORD M.
Customer did not leave a comment.COLINANTHONY J.
Great customer service!!COLIAMACK D.
The store was really busy but the associates did everything they could to make sure all customers were served quickly.Terri W.
Nothing. Everything was great.GEORGE M.
Customer did not leave a comment.KENNETH H.
Customer did not leave a comment.Anna G.
Customer did not leave a comment.Barbara G.
No improvement at all. The staff was friendly and told me exactly what to do. My checkout was fast and convenient. The attendant thanked me, told me there was no extra charges and said he would send me an email confirming my checkout. Just as I was pulling out to leave, the email from Uhaul came through. Thank you Uhaul for all your service!LORIA S.
Customer did not leave a comment.Ronald W.
One of the staff was not helpful at all.Ebenezer D. | Overall Experience
Customer did not leave a comment.Kimberly B.
Customer did not leave a comment.BARBARAILSE G.
Kayla Fraser did an outstanding job helping us get in and out of her location quickly and on with our trip. Very professional, knowledgeable and friendly. A real asset to your operationSCOTT M.
I ended up spending an extra hour and a half trying to find a storage unit since my "reservation" apparently was meaningless. I drove from out of state to put stuff in a reserved unit. This was extra time and expense. The manager said she wouldn't charge an extra day since I was now an hour over time but wouldn't comp the extra 1/8 tank of gas I used to find another unit. They were unprofessional. I will not use Uhaul again.Russell M.
Customer did not leave a comment.Heather R.
Customer did not leave a comment.KATINA B.
truck loud and transmission slipping peace of junkSHIONDENISE W.
Kayla and other staff of this location is very professional under pressure. The way they answered the phone and handle customers in front of them. Me and my husband personally witnessed how they keep professionalism and friendly attitude while doing a great job.DIANASALAS R.
Employees need to verify the correct rental vehicle before issuing it out to customer. That error caused wasted customer time and created huge problems for customer return after hours. Store location having their phones forwarded to 1-800 number during regular business hours cost the customer a physical trip back to location to address employees error. Vehicle had numerous dents/scratches and windshield crack. Employees were not cordial or helpful and even refused to help customers. Employee walked away from a customer in the middle of a transaction due to employee-employee conflict, while the store lobby was filled with 9 customers all waiting for help. Reservation time was at 10am so customer lost a half hour of rental time due to extreme wait time in store lobby even though customer arrived 15 minutes prior to reservation time and checked in thru mobile phone process. Horrible first time customer experience.Jennifer A.
Customer did not leave a comment.LATASHA W.
The self-serve pick up process was efficient and easy. One of the things you should look into is fixing the many, deep potholes in the parking lot.Taniesha S.
When someone is in training, don't leave them alone to fend for themselves. Overall my experience was very good.Stephanie C.
No one was in the office for almost 30 minutes and I had rush to return the truck. Upon return, the sign says to wait during operating hours. Christy walked up to me and said read your contact to return the truck and walked off.CHRISTIELEE'COLE R.
Customer did not leave a comment.James L.
Have better customer service, i called the store 10 times this morning and the 1st time they put me on hold for 15mins and the rest they picked up and hung up the phone. actually drop box so you guys wont lose keys, because i placed the keys where everyone else did and yall magically lost mines out of everyones. This is the most unprofessional place of business I ever tried to get service from. They blame you for there not being a actual place to put the keys and also they should have cameras at the door so they can see who actually drop keys off or not. Sadly I purchased a storage unit here too that after this month i will be moving out of. I will never do service or business with you guys ever again and also tell friends and family about the experience i had here.. it was completely terrible.Saige H.
Again, I was in a bind and these ladies stepped in. I didn't know what to do, but I knew who to call- Downtown Haul. Ladies, your group has rescued me again!! I'm thankful!!!KARENJAMIL R.
Customer did not leave a comment.HENRY R.
We had a hard time using the online pick up and had to go in to complete it, but otherwise it was good.LARRYLOUIS R.
Great service, large selection of vehicles/trailers available. Mechanics took care of everything. Hassle free service.KEVINC D.
Customer did not leave a comment.Greg S.
Customer did not leave a comment.LESLEYDIANE S.
Customer did not leave a comment.Joseph W.
Friendly service. Met all my needs.Mark M.
Customer did not leave a comment.BRIANEDWARD D.
Customer did not leave a comment.FREDDIEWILLIS A.
Monticello is my favorite location!!KEVIN M.
This is the third time we have rented from here, and the customer service is superior every time-the staff is so amazing and helpful. We recommend this site for all of your needsBERNARDFRANCIS M.
Autumn and Marissa were very helpful and friendly.GEORGE C.
Was disappointed due to what appeared to be a bait and switch. Reserved in Chesapeake over a month prior to pickup. The day before pickup was contacted for confirmation to the Monticello location. Which was not common and made my travel longer to pickup. Upon arrival was told nothing was available although 8 to 10 pieces of equipment were sitting on the property. Was advised they were other customers (one way rentals). One way means more money for the business. The young lady at the location serving me was sending me to Portsmouth, but caught me in the parking lot before I left and advised a piece of equipment became available, which she rented to me for a one way cost. Being pushed from one location to the other, told the equipment was available only to pull the rug from underneath me multiple times. The experience was a nightmare.KENNETHJAMES D.
I was accused of not returning a trailer because someone didn't do their job of checking it in. I was very dissatisfied with the tone and accusatory attitude towards me. I felt very disrespected. I will never go to the Monticello location again. Someone should educate the employees on doing their job before accusing customers for their lack of performance. I will never be okay with being treated in such a way.GODFREYTWAIN C.
Customer did not leave a comment.BRIAN U.
Add additional customer service associates if possible for Saturday's. There were only two working when I picked up my trailer and they were doing there best, but the customers ( excluding myself) were becoming impatient.Willie W.
I over filled the fuel tank in error. There should be a way to reimburse the customer who can prove this overpayment has happened. This could be executed as a coupon code to be used for a subsequent order.EDDY S.
Made an original reservation for a 15' truck and tow dolly at this location. U-Haul cancelled the tow dolly reservation and move the truck reservation to a place out of the way with only a email as a heads up.Benjamin S.
The ladies in charge of the operation knew what they were doing.JANE M.
My move from Raleigh using U-Haul was literally a nightmare!! I booked my reservations over the phone with a U-Haul representative for a 20-foot truck on 6/10; however, on 7/29, the day before the movers were scheduled to load the truck, I was told that they only had a 15ft truck within a 100-mile radius of Raleigh available and that the contents of my two-bedroom apartment would fit. If I wanted the 20 ft. truck, I would have to drive an hour and a half to pick it up. I was willing to do that but when I called the location, they told me they did not have any trucks at all. Well not all the contents of my apartment would fit into the 15ft truck. I hauled some of the contents to Virginia on 7/30 Saturday morning and had to return to Raleigh on Sunday to get the rest of my furniture. I also booked moving labor through U-Haul and those guys arrived over two hours late on my load day. Asked to be paid through cash app so they did not have to pay the U-Haul fee. I Rescheduled them the following weekend for a 7:30am appointment to pick up my remaining items and the moving help never showed up and did not answer or return my call. They sent me a text message 3 hours later saying they had car trouble. I additionally booked an auto transporter for my move and the rep that I reserved it with over the phone told me that it was $59; however, when I went to pick it up, I was charged $177 and the rep told me that it was because I was taking it from Raleigh to Virginia. Well, the rep that I made the reservation with should have informed me of that. I also booked a approx. 10 x 20 storage unit with U-Haul, but when I arrived on my reservation day, thy only had a 10 x 10 unit available which was too small. Some of my items were moved into the unit because I needed the space in the truck to load my furniture that was still in Raleigh. U-Haul caused me to have to pay triple for moving labor, and double for gas and I had to take a day off from work. I called and placed a complaint and was told that someone would call me within 24 â€“ 48 hours. That was on 8/2 and as of 8/12 I have not heard back from a manager. At the very least U-Haul needs to reimburse me for the extra gas and refund my money paid for the truck. And oh, they also charged me the 20-foot truck price but gave me a 15-foot truck.JOEANN P.
Customer did not leave a comment.TRACY S.
Customer did not leave a comment.ANDREW B.
When a customer returns a rented piece of equipment, please send them confirmation it has been processed in and fully 'returned' to close out their reservation/contract in an appropriate time frame (i.e. w/in 6-12hrs preferred) so they don't need to waste time confirming they're not going to get overcharged or the return disputed. Thank you.JUSTIN P.
Customer did not leave a comment.Kenya C.
Customer did not leave a comment.JACOBMONROE T.
Customer did not leave a comment.Peter M.
Radio was in and out. Ac didn't cool down the cab very quickly and gas was just under 1/2 a tank but got charged for 3 gallons. No place to put in for military discount.MICHAELPATRICK M.
Customer did not leave a comment.CALVIN R.
This is my 2nd rental this year and each time the agents at the downtown Norfolk Va, Monticello Ave location, I found to be very professional and customer friendly ! Even the roadside assistance i needed for a battery jump was quick responding !I can only say thank you....GOOD JOB U Haul ! I would definitely recommend your services to friends and family !!!!CHESTERRAY M.
Customer did not leave a comment.SHAWNCHRISTOPHER B.
Customer service was great!ANNCHANDLER B.
Some guy and his vehicle were blocking the drop area. I had to drive around. Before someone came out and said just drop the trailer where it was.EDGARD S.
Fix the auto transport, wasted to much time getting another one, short handed personnelGERALD E.
Customer did not leave a comment.MICHAEL V.
Customer did not leave a comment.Oscar F. | First Impressions
Autumn helped me when I was in a very tight situation. I appreciate her willingness to work with me; especially since I was at wits’ end. Thank you!KARENJAMIL R. | Overall Experience
My contract got put on hold and I couldn’t get my credits sent back to me. I’m still waiting on the refund as of right now. Other than that it was a good experienceShemar J. | First Impressions
Customer did not leave a comment.Grey A. | First Impressions
Customer did not leave a comment.CARL L. | First Impressions
, The best storage facility I ever rented from, I’d like to give a special thanks to Autumn We’re going above and beyond The World needs more people like her !James M. | Overall Experience
Autumn was friendly and very helpful. I appreciated the easy in and out of the facility. Occasionally there would be multiple customers trying to use the freight elevator but usually the wait wasn't too bad.Kevin P. | Overall Experience
Very difficult to access second floor storage lockers. Narrow hallway and stairs.Connor G. | Overall Experience
Autumn is a great manager! She really Rocks!!!KARENJAMIL R. | First Impressions
The staff was extremely friendly, no complaints there. The unit I was assigned was a relatively small unit and there was a large 2 foot in diameter pool in the back corner which took up a lot of space and made it awkard to place belongings around. Also there were roaches present in the unit and my belongings at moveout. The facility had access cards so access hours could be longer than office hours.Ashley M. | Overall Experience
Could really invest in some automated windows or louvers. Ventilation is bad. There are never carts available. Ever.Shari s. | First Impressions
I moved into this unit following a move. The move experience with Uhaul was terrible and the move-in here was complicated by the unit not being ready in accordance with the instructions provided by Uhaul and a significantly understaffed office that resulted in having to wait almost an hour to get into the unit after arriving.PAT M. | Online Move In
Customer did not leave a comment.MARCIAGAIL F. | Overall Experience
Customer did not leave a comment.thomas M. | First Impressions
Customer did not leave a comment.Susan P. | Online Move In
Customer did not leave a comment.james f. | Overall Experience
Customer did not leave a comment.jordyn w. | First Impressions
Customer did not leave a comment.Immanuel A. | First Impressions
Customer did not leave a comment.RANDYCHRISTIAN W. | First Impressions
I did wanted to know do I get a refund back for my storecynthia e. | Overall Experience
Horrible experience. Had a unit on the 3rd floor for 3 years. The elevator was broken at least 75% of that time. Was given 1 month free. Unable to get my stuff without hauling it down 2 flights of stairs and down the ramp. Staff didn’t seem to care and had no resolution. Charging people for something they can’t use. Borderline criminal. Will tell everyone I know not to ever use this locations.billy h. | Overall Experience
Over the years that I was at UHaul, I have seen several managements come and go..But each one and the employees were exceptional Friendly and Kind. Thanking each one for their Patience, Conversations, Smiles, Warm Hearts and Customet Service. Prayers and Blessings to All.LISA M. | Overall Experience
The staff is extremely outstanding!!! I have recommended 4 people so far and will definitely continue telling people about them.Adarice L. | Overall Experience
Pretty smooth processAhmad R. | Online Move In
Customer did not leave a comment.PETER M D. | Overall Experience
Customer did not leave a comment.peter d. | First Impressions
Customer did not leave a comment.VERNA H. | Overall Experience
Customer did not leave a comment.Verna H. | First Impressions
While the store and staff were great and very helpful we weren’t informed that the elevator was out until the employee suggested we switch to a storage room on the first floor, which due to availability was smaller than the one we were looking at.GEORGE B. | First Impressions
The only stairwell was beyond too steep and made moving in more difficult than it needed to be.Camryn P. | Online Move In
Customer did not leave a comment.christian p. | First Impressions
I booked the third floor and I couldn’t even use it because the elevator was broken and there was nothing about it on the website and I needed to go back another day to get a refundWhitney B. | Online Move In
The staff are great and the location is convenient. I honestly had no issues with the staff or the facility in general. Unfortunately, there’s always a ton of homeless people milling around outside and trying to follow you in and the big garage doors don’t close right behind you. I had a guy try to take stuff while I was making trips between my unit and my vehicle, and the ramps to the second level aren’t fit for anything larger than a sedan, so I had to park on the street. This place is in need of an update and needs a security guard to watch the back ramp doors. Additionally, 24/7 access and 24/7 security should be a thing at every U-Haul. Like I said though, the staff are great and doing their best. I had zero issues with staff and Autumn was always a pleasure to talk to. I think any storage place in Norfolk is bound to have the same security issues.Matthew A. | Overall Experience
Customer did not leave a comment.Francis R. | First Impressions
Woman who checked me in was friendly and competent. Thanks!Connor G. | First Impressions
My only issue was the elevator is broken and I needed a unit, which was on the 2nd floor pushing really heavy stuff up a steep ramp on a cart was really difficult as it was just myself and my two teenage sons. Otherwise the staff was very friendly and helpful. Also it would be nice to access the unit late at night due to my work hours.JENNABETH B. | First Impressions
Employees are awesomeNilaykumar P. | First Impressions
Awesome staff!!!!!! Super friendly! Extremely helpful. I had to switch my unit and it was a breeze. Super helpful very friendly! Great storage options!JOSEPH G. | First Impressions
Chris did a wonderful and outstanding job.sumiko b. | First Impressions
Unfortunately, per staff, my unit got infested with rodents after it was found that three other units were being lived in.Kyndra K. | Overall Experience
Mrs B. Ford represents Uhaul very well with her customer service. I was very impressed...Julius D. | Online Move In
Chris has always taken care of our needs exceptionaly well.Admirals ECHL H. | Overall Experience
Customer did not leave a comment.Onaysha L. | First Impressions
The ceiling paint is peeling off and falling on the storage room contentsGEORGE W. | Overall Experience
I had to wait in an incredibly long line because there was only one person working. I Tried to use the online tools to both return my truck and check in to my storage unit in order to skip the lines but the online services did not work, never gave me an option to check in even though i received an email telling me to do so. Would not rent storage from this location again.Caroline R. | First Impressions
It was not communicated that the elevator was Not working in the rental process. Although inconvenient, it would not have been a problem if the 3rd floor unit had better stairwell access. Due to the narrow stairwell entrance, we were unable to move any large pieces of furniture into the unit. Due to this, my couch is now sitting in my fiancé’s apartment. There is also no indication that the elevator will be fixed anytime soon which makes removing my belongings a a nightmare. I would not have rented the unit if I had known about the access issues. The staff were very friendly and helpful.Robert W. | Online Move In
Customer did not leave a comment.Andrew D. | First Impressions
Customer did not leave a comment.Oscar F. | First Impressions
it was outstandingSamuel G. | First Impressions
Unprofessional, lazy and rude personnelisay o. | First Impressions
Great service at both checkout and return. A+Admirals ECHL H. | First Impressions
Staff has been extremely cooperative!Dorthy H. | First Impressions
I received fast courteous service. Everyone was friendly and thorough.PATRICK N. | First Impressions
The ladies there was very friendly..great customer service skillstanisha l. | First Impressions
Thank you for your courtesy and professionalism.Judith B. | First Impressions
Additional Services at this Location
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We ship across town or accross the world!
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Propane service delivered straight to your door!
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