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.
The online app and the website were having technical difficulties, so I couldn't return the truck and had to call the 800 number. The representative I spoke to took all my information and said she would return the truck, that didn't happen and I was overcharged.
I appreciated that the representative saved me money. The truck ran well and I received great assistance.
Parking lot was a little difficult to maneuver the big trucks in due to confined space of the lot, would suggest having upcoming rentals of 20' or 26' trucks set up better to exit the lot. Speaking as someone with truck experience, if it was tricky for me it could be very difficult for someone with less experience which could lead to damage to uhaul property. Disclaimer: the lot was having an asphalt patch put in at the time that blocked one exit, but I believe the vehicle could've been placed better to accommodate exiting with that lot maintenance being performed. Other than that the experience was great, would recommend
Everything was great and process went flawless. Only thing I'd say to improve on is the return. It was my first time returning the UHAUL and the sign said to wait in the vehicle until an associate helped with the return process and after 5-10 minutes of waiting and seeing workers walk around I had to ask a couple times to get a clear answer.
have used this location multiple times and they have been outstandingly accommodating!
Process was smooth and clearly presented. However all the pictures required upon return was a bit tedious and unexpected, but service overall was "to the Nines" and very easy!!
When customers in store are trying to check out the cashier should not be on the phone doing another order. They should put that person on hold and finish the one in the store. Didn't get to ask questions and everything was so quick and sent on the lot to search for the uhaul without help.
Having the trucks in the location you actually rent from. Other than that everything was perfect
I was treated extremely well and appreciate the staff. The motorcycle trailer couldn't have worked any better for my needs. I just bought a house, and will be using this U-haul site in the near future. Thank you!
Had tonget ahold of dispatch because your remote site that I visited earlier in thr day was horrific. I would never park my car there without being in site of it and the person working the gas station counter had no desire to speak with me. When I switched to the virginia beach Blvd office I was well taken care of.
Beautiful, beautiful transaction. Very friendly persons (includes Mr. Melvin), clean store, made you feel right at home. Quick processing and went above and beyond to help me with my dilemma.
Fix the computer issues. Took 25 minutes to check out for a refrigerator dolly. Person entering data had to do so multiple times saying it was trying to rent me a pickup truck. I had to give him my information, email address and phone number, and drivers license multiple times. Finally a pleasant woman took over and was able to do it on the first ry
I shipped a U-Box from Virginia to Oregon and the box was three days late. I called U Haul and they waived the next months rent since it was not my fault the box would overlap into another months charges. It was in the middle of the Christmas holiday and we were not going to be there on the available date of delivery. Amazing customer service! Fast forward two weeks, our U Box gets delivered and I'm reviewing my charges. $45 delivery fee and a $20 unassigned charge. I called customer services line and the representative was so patient to look through all the notes on our account, but had never seen a charge for $20 before or notes for the reasoning. She messaged her supervisor who informed me that the $20 charge was for NOT FOLDING THE BLANKETS for pickup. I told the supervisor I was never informed of the need to fold the blankets and I had just used a PODS a few weeks ago and we didn't have to fold any blankets either. She offered to review the call recordings and gave me a call back a short time later confirming that nobody had made us aware of needing to fold the blankets. She took this to her manager and his justification for the $20 charge was that “the U Box was not returned in the condition it was received.†This was a very frustrating experience when you are getting charged without being informed. Everyone in the customer service department was very helpful excerpt for the last supervisor who I didn't have the opportunity to speak with directly. If you need the blankets folded maybe include a sign in the inside of the ubox or highlighted at time of pickup. I am concerned with what other miscellaneous charges they can apply to an account and justify as “not returned in the condition it was receivedâ€. I will be using PODS from now on as they are transparent in all their charges and explain everything you need to do.
Everything A-Z was Excellent
The staff was not extremely warm. But it didn't ruin the experience overall.
Nothing, the employees were very friendly and helpful. The rate for 4 hours was very reasonable. The van I rented was brand new. I locked my keys in the van and roadside assistance came within a reasonable amount of time to unlock the doors.
Professional staff onsite.
It was fast and easy no hassles.
The cab of the truck was dirty. Mud on the inside of the dirty and steering wheel. Floor mats were dirty too. But, the service at check out and check in were great! And the truck ran great too.
Free coffee ! Lol. All good!!
The main u-haul sign was completely dark instead of lit up making it difficult to see where you need to turn off the boulevard in order to return the truck.
Check the trailer for water leaks before renting. The enclosed 4x8 trailer leaked rain water in all over our belongings.
The barcode outside the door did not scan properly. Therefore, we were unable to check-in on our mobile device and had to seek assistance inside the store.
Original reservation pick up place was closed despite guarentee reservation to pickup did not have the equipment. Had to go to another site to get any help and was sent to third location where equipment was available.
It's excellent
Very helpful and friendly staff. They made everything very easy
Everyone was friendly and helpful
Nothing. It was the quickest.and best experience I have had
This is an awesome rental location to use! I've rented many trucks over the last 2-3 months and I keep going back because of their staff. Well done!
Love the staff attitude
Customer service parking area is crowded.
They're was an issue with checking out the vehicle, not very helpful.
The customer services at this location is piss poor. There was confusion on the keys and locations of the box truck for the beginning of my transaction . I was advised by a worker that if you are running late, to notify them and they will extend your time out without a charge. I called as advised to report that I was running late and the associate basically told me rudely that I could not extend my time. I asked her was she coming to get the rental from me now, she again rudely stated she would extend my time. I returned the rental 30 mins late and there a major back up of returns stretching down the Boulevard. I get my final billed and I am charged for another period of having the rental, which I was told that would not happen. I called to asked for the manager and the representative hung up the phone in my ear. I called back to speak to another representative, a male, who took fifteen minutes stating he was attempting to look for the number. I hung up and called back and was given the number to the manager. The service and unprofessionalism at this location is unreal. I will certainly not rent at this location or UHUAL for that matter. I will let everyone I know, including the manager of how I was treated by the rude and incompetent staff.
SAME THING ,
The cost per mile was too high, this is something for the company to get money back. There should be a unlimited miles up to 30 miles then charge per miles. Unhappy renter!
Very easy and quick. The gentleman was professional.
The staff was not very detailed on how to access the adjacent building. They did not activate the card so we had to walk back to the building, nor inform us that we would need to cut off a zip tie, or how to open the latch. Simple extra effort customer service things that would’ve helped this first-time storage user, after a long drive/move. Thank you
Shout out to Chris Willis Who went above and beyond to make sure we were able to find a storage place due to the elevator being broke at his facility, and made sure we weren't charged extra as a result of having to travel to another location and use their storage. He was a pleasure to work with and I hope his enthusiasm is infectious to the rest of his team! Great Work, much appreciated!
Very fast service, and they didn't mind that we arrived a little early. Good COVID-19 precautions were in place, and the whole crew got us on the road in no time.
Nothing great service
Debt is like credit is what we are told so why pay more for debt. You still get your money as if it was a major credit card.
Excellent service! JannieKessock is dong a great job as General Manager! Keep up the good work. v/r Rick Little Virginia Beach
Counter help is quick to greet each guest and adapted to customer needs. Office clerk was helping another customer and after indicating that I had a quick question she was able to juggle two clients without stress. (I had 12 min left on my rental, possessions in the truck and needed a time extension to complete move out from unsafe housing) she extended me in under a minute, the waiting customer was surprised at her skill.
I did not see anything that needed to be done
just not happy about checkin on return...
Very helpful
Again I say put tongue Jack's on the trailers not just for your customers but for the people who have to hook your trailers to the customer's vehicle someone's going to hurt their back trying to hook up a trailer
Location was excellent.
Everyone was so helpful and went out of their way to make sure I had everything I needed for the truck and the storage unit.
Everything went well. I was well pleased. I have not received a receipt. Not sure how you send out your receipts showing any payments.
After several attempts at trying to enter the building ...they had to redo my contract again beachside they gave my unit I just rented away to someone else....when I final entered the unit the first thing I noticed was the huge rat trap as I looked around I noticed lots of rat feces and urine all over the unit so I decided to take my business somewhere that doesn’t have an obvious rodent problem not to mention clean.
The staff was friendly, the place was clean, everything was fine. I had one problem and unfortunately it’s a big one! My things were not there that long, a couple months and my sectional was covered in mold along with a couple of sealed bins with clothes in them. I had to throw all that out so I lost some money.
Office closes too early at 7pm in the summer time....need to extend hours to 8 or 9pm. People move more during summer.
I paid for a climate control unit and it was always hot never cool. Should have just paid for outdoor storage because the temperature was hotter inside then outside.
Moved out of the unit in 28 days and received an email chraging me for the next month and $15 late charge. I was told as long as im out the ynit in 30 days, i wouldnt be charge for next month.
Staff was friendly and very efficient
Everything was easy and simple getting set up. Moving is always challenging.
I’d adjust the elevator doors to remain open another minute or two.
Nails in the parking lot where people parked. The new manager is rude without provocation. There were mouse traps IN our unit when we rented it and found droppings upon move out two months later. Staff made many mistakes and argued about everything.
Employees need to be on the same page when customers are bringing equipment back or checking out of the storage units. Communicate so customers don't have to bothered uncessarily and stressed out thinking they owe for something they are no longer using or in possession of.
The only thing I’d love to see changed is the amount of time the elevator lacks in door open time. Having to rush through was frustrating. Everything else was great!
U-Haul rep was courteous and extremely helpful.
Check out was easy. Storage unit was always clean and secure.
No hassle transfer of items into facility camping and personal equipment thanks a bunch
They’re con artists i has closed my unit in November and they said for an ongoing three months that I had owed them a copious amount of money, I’m sorry but I will tell everyone about this. They didn’t even call to apologize for their mistake they just kept trying to press me for money
Thank you so much to wonderful staff! All staff members were courteous; knowledgeable about products....If I need another unit or truck, I will patronize this same location.
Very clean
Using UHAUL was an excellent experience. The employees was kind and courteous.
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Good experience
at times, the service is slow, due to not enough workers but overall I was/am happy with Uhaul.
Great overall
Very helpful and courteous
Easy access to my storage unit, employees where friendly and helpful
Very helpful. Very convenient having all rentap equipmenta and storage together. Job well done.
It was very easy to rent a storage and uhaul. The manager and staff was very friendly and helpful.
All three representatives were helpful and friendly. Many thanks!
Larry and Joe were always gracious and professional. I experienced problems with my third party billing and they helped me resolved it. These two are class acts and funny to boot!
Came into town after a 900 mile drive in a full 26' truck having reserved 2 large 1st floor rooms. The storage center did not hold the reservation. We ended up renting from Public Storage.
Very helpful staff.
Your service was fantastic!!!
I will be contacting the office because you charged me twice for May. Just wonder why you didn't reverse it.
The staff were very descriptive on the storage facility, how it works, and where card access locations, storage location, and door controls were.
Uhaul at Town Center in Virginia Beach have been wonderful and have gone the extra mile for me in all my crazy rentals. I can't thank them enough. They are the best; each and everyone of them!!
Friendly, safe, clean and secure.
I was really upset to find out there was a cockroach infestation and was not notified about it until I went to check on my belongings. this cost me a lot of lost in my belongings.
As expected
Melvin was incredibly helpful! Excellent and quick customer service.
Thay need a water fountine
They where very resourceful, and honest about the services. They were professional when it came to troubleshooting and fixing problems. They also did scream team work as a staff. The Town Center store
Went as planned
Larry was great! Thanks for the quick and easy experience!
Very helpful, friendly ,professional .
Walt was very friendly and helpful.
As long as you are straight forward you they will be the same...pay your rent. Be nice. They have nothing against you. It's a storage unit. Take care of their property and they will do the same for u
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Thank you for all of your help!
Excellent customer service
GREAT!!! As always!
Storage building has an ongoing order, no climate control, people discarding items in foyer of building is an eyesore. Long lines and wait time in office. Payment issues. Ongoing issues.
Horrible customer service and billing was screwed up. Also, it’s weird that I’m just now getting a survey in September, when I moved in June. If I received this earlier, there would be more details
The manager was very nasty about the storage fee. Everyone said you can access the storage 24/7 but the storage closed when U-Haul closes. We never received any accommodations or even an apology.
reservation placed for truck & storage unit-appalled when I came into store and was required to provide all info as though never given then told unit not available due to overbooking-no recommendation
Very nice and helpful stuff. The service was quick. I was in and out in a short period of time. Great service
hours were frustrating & UHAUL couldn’t help us when we lost key & we HAD to pay a locksmith & purchase a second $$$ lock. Locksmith recommended we use another company next time too. Nice employees
The staff went above and beyond in their helpfulness. Plan on using this facility for you PCS! One month of free locker rental is included with your one Way U-Haul rental. This is hugely convenient.
Thank you guys for all support
This uhaul place was amazing ! I had movers my husband wasn’t there and the guys inside kept checking on me to make sure the movers were doing there job. Super clean I loved it!
Phil and Joe were both polite and very helpful.
We love the people at this uhaul. Joe has always been great to us.
The staff members were thorough and attentive to the customer's needs. It would be my first choice for storage and rental equipment in the future.
I had a very good experience at U-Haul. The facility suited my needs and the staff was helpful and friendly.
The employees are awesome and very helpful. The past five years have been effortless.
