Terrible moving experience from UHaul. I reserved 2 U-boxes a month and a half in advance. They didn't have a double trailer available to deliver the 2 boxes together for loading. The first box received was very damaged with the wall and floor boards were separating. Office staff couldn't locate the 2nd reserved Ubox and when my movers thought I would need an additional 3rd box, that was definitely out of the question. There were no additional boxes available.. I had to have my movers transfer everything to a 10x10 storage unit. The refund process for the boxes was then botched by the manager. I'll have to wait for my credit card statment to make sure the total refund appears. Terrible experience where issues arose on UHauls part that could have been avoided.Kimberly G. | First Impressions
Customer Reviews for U-Haul Moving & Storage of Airpark
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.
I am still being improply charged for renting a storage unit which I have already returned. This has gone on for over 3 months now. I have talked to multiple U-Haul agents and this issue has not been resolved. This is basically theft and is unacceptable.Jackson L.
The day I tried to moved out my stuff my room has a second locker that wasn't mine I went to the office the guy said was a payment issue, when I got my bill they changed me 10 dollars for the locker and issue the payment from the same card they said had a problem beforeMiguel R. | Overall Experience
Customer did not leave a comment.CARLOS M.
The dolly was unusable, and the clerk indicated that she could not credit me for the faulty equipment. The wheels did not roll backwards. Only one wheel rolled forward.ELLIS P.
Customer did not leave a comment.HENRY G.
I rent the truck for a week and then I call to ask if I can keep the truck for an extra day and they said I just have to pay $20 and when I return the truck they charge me $99 for the extra day I spoke with the manager and he says he is only a temporary manager he ask the guy who work there about the price and the guy tell he don't knowJOEL A.
Customer did not leave a comment.GEORGE A.
Customer did not leave a comment.roselyn g. | First Impressions
I was told incorrect information and the unit I was given was infested with mice droppings. Was not cleaned at all. I will never use uhaul for anything! Terrible experience even with my truck rental. NEVER AGAIN!Mercedes P. | First Impressions
Customer did not leave a comment.JONES F.
Customer did not leave a comment.Monique W. | First Impressions
Friendly and efficient Service PersonnelJOSEPH H.
Customer did not leave a comment.JESSY C.
Very Awesome And Easy Process. Needed A Truck & Trailer Last Minute And Was Able To Get Set Up. Much Appreciated.THOMAS S.
Customer did not leave a comment.THAD B.
The office always smelled like weed. And the staff always had an attitude. Simple questions were always met with an sense that I was bothering them. Poor customer service.Brian C. | Overall Experience
I like this u-haul franchise - the staff has always been friendly and helpful. As there seems to often only one person in the office, and they are sometimes helping somewhere other than the office, it would be useful to have a bell or something like that to let them know a customer is waiting. But I definitely prefer this location over others in the Rockville Gaithersburg area as they've always been helpful and it's more personal thand the larger u-haul dealers.LOIS J.
Trash service. Charging for extra with no warning. Last time I ever use uhaulCARLOS Z.
Customer did not leave a comment.Brandon Clarke C. | Overall Experience
It would be great if trucks have full tank of gas on delivery.SAEED D.
Customer did not leave a comment.GERRY M.
Customer did not leave a comment.ELLIS P.
Explain the return procedure at pick up.CHON D.
Customer did not leave a comment.BENJAMIN K.
Customer did not leave a comment.FRANCISCO M.
I specified my drop off location as Stuart, Florida on Federal Hwy. I was informed that my drop off was Tampa Florida (hundreds of miles from my destination). I was advised there was no problem dropping off anywhere. When I showed the address of the Stuart Location the info was not entered into the system.DONALD R.
Customer did not leave a comment.Peter G.
Customer service was great at the location is usedRHONDA B.
Your after hours drop off process didn't work from link. Then waited an hour on the phone All was corrected by the local agent the next day. Local agent was very helpful for check in and check outJames O.
Customer did not leave a comment.Mark S.
make sure things work...trailer light wiring harness had to be taped to frame to make it work...second time Ive had a problem at this location...first time tire on trailer was dangerously under-inflated. Use this location 4 times in last year I think... 50% equipment problems. Service is very good and I get in and out quick but the equipment.STEPHEN V.
The entire process went really smooth. Both moving companies were communicative and friendly. Thank you!Karen M.
Only one complaint. When I returned the trailer rental two days early and the employee told me she would take it out of the system, she did not. I received a phone call stating the return was overdue.Marcus J.
Customer service was fast and friendly.WESLEY B.
Customer did not leave a comment.James C. | First Impressions
Staff very friendly and went the extra mile to accommodate us. ThanksMarcus J. | First Impressions
Customer did not leave a comment.KARL W.
Customer did not leave a comment.TRAVIS J. | Overall Experience
Woild helpThis reservation for self storage was a result of a one way rental of UHaul truck. Without climate control present, my concern about this facility is more about the extreme heat within the facility. There was no ventilation in the storage area itself which made the unloading experience a very difficult breathing experience to say the least. Maybe fans installation would help? Thank you, Belinda EllisBELINDA E. | First Impressions
Customer did not leave a comment.JIAN WEN Y.
Someone was living in the unit I paid for, paid and the facility didn’t check the unit first before I checked myself to prepare moving things . Had to cancel the unit and look else where . Still haven’t gotten the refundANGELA S. | First Impressions
Customer did not leave a comment.Maggie B.
Customer did not leave a comment.Monique M.
check out was excellent.BRUCE S.
More parking space for customers waiting to be served neededVICTOR B.
I could not say more good things. My experience here could not have gone better. Quick, easy, productive. Thanks so much to the manager there, she deserves a raise. As I was dropping off my trailer, she was helping another client loading boxes into the back of their car. I overheard how thankful the client was for the help and it just reassured my thoughts that she is a great person, manager, and representative of U-Haul.JEFFREY H.
Very friendly and professional staffKevin F. | First Impressions
Customer did not leave a comment.JOSE R.
The young lady( Mananger) Journey was phenomenal with information courteous very friendly and polite! My experience was GREAT!Charlene W. | First Impressions
My pick up location was changed --it's better if you can keep the original location.Ann T.
There is some confusion on scheduling the loading and the last available access date!ramesh K.
This location doesn't allow for pickup with app. I was charged a full extra day for returning 40 minutes late but still during business hours. I even called ahead to let them know I was late. I could have originally set my return time an hour later and would have simply not been charged the extra amount.JOHN E.
I had some issues with payments & getting ahold of someone over the phone, but my in person interactions have always been pleasant. However, because of the reoccurring cost I hope to never need a storage unit again.Sharon P. | Overall Experience
The U-Hual rep was friendly and helpful. Your on line check-in made the pickup effortless.Robert H.
Customer did not leave a comment.CLAIRE L.
Excellent servicelinda l. | Overall Experience
Customer did not leave a comment.JORGE S.
Very long and complex on line process. This may make me not use U Haul next timenelson R.
Customer did not leave a comment.Jeff F. | Online Move In
I have complained several times about being charged for gas and no one is answering the phone or even attempting to email me back. Fix this ASAP.Genesis R.
Customer did not leave a comment.ZAIN O.
This location has a huge issue with mice. I tried to move units because of location. Each unit had mice traps. The 3 traps in one unit was full of dead mice. I understand you draw them to a unit but 3 full traps is a bit much. Building B had two dead mice in the hallway. One had been there so long it was flat. One dead mouse was just there in the middle of the hallway. I cancelled my contract because I do not want to bring mice to my home. I’ve been to a lot of storage facilities and have never seen anything like this. I’ve rented here before and it was not like it is now.Denise O. | Overall Experience
Customer did not leave a comment.John D.
This location branch is very friendly. I will rent it again.EMMANUELKWONG MA W.
Customer did not leave a comment.Herbert L. | Overall Experience
Customer did not leave a comment.Paul H.
Wonderful manners and service. Will use againWilian R. | First Impressions
Customer did not leave a comment.Terence M.
There was excessive confusion about my reservation, I was was given the wrong van. I was called several times saying they were correcting the reservation. Then when I returned the van I was billed incorrectly.CHANTAL M.
Customer did not leave a comment.ARTHUR T.
Customer did not leave a comment.ANIBAL Z.
Customer did not leave a comment.ANN C.
Customer did not leave a comment.BIANCA LAUREN T.
Customer did not leave a comment.LAWRENCE I.
The young man who was working was extremely helpful, knowledgeable, and friendly. I appreciated his excellent service, could not have been smoother and easier.DAVID P.
did a drop off at nightNorman M.
The location provided a truck with no gas and it was 30 mins late giving us the truck but did not adjust the time to reflect the delay. Drop off was convenient and the truck was otherwise in good shape but there was little-to-no communication at time of pickup so the process did not go smoothly. I'm not sure if that is more a function of the electronic check in procedures or the staff at the location. I'd add that customer service in texting form off the website was very good once I was able to speak with someone.Anita N.
Customer did not leave a comment.Raymond C. | First Impressions
Customer did not leave a comment.MOHAMMAD K.
The young lady was very helpful at this location.RICHARD C.
There's was discrepancy with my online contract and the actual contract received at the store, because of the discrepancy I was charged $14 for service I didn't request/need. I try to resolve the issue amicably but to no avail.FRANCIS KOBINA A.
Great staff, very accommodatingLEO M.
bring the truck to the customer - not have the customer hunt through the parking lot to find the truck.Sue S.
I did the after hours drop off. It took some work to figure out where to leave the truck. The parking is not intuitive. Still, a good drop off experience overall.Konstantin C.
Customer did not leave a comment.JONG P.
Customer did not leave a comment.Robert T.
Convenient place and very good customer serviceDAGMAWI D. | Overall Experience
Upon pickup, the code I was provided for the lockbox did not work, and it took a while to get someone on the phone. She was extremely helpful and luckily had access to other codes for that box so we eventually found one that did work. But it is clear that whoever put the key in the box and updated the system with the lockbox code needs some additional training. Upon returning the vehicle that evening, the U-Haul website was down...I believe it was for maintenance, but there's no way to know because there was no splash page to indicate what was going on. I've been in IT most of my adult life, and have overseen countless software maintenance activities. Never have I seen where a major site goes completely dark with no indication to the user community about when it will be back up and more importantly, what to do if, like me, you were in the middle of a transaction (i.e. dropping off the truck) I am NOT happy about how that was handled...I realize it's a IT corporate issue, but that activity Sunday night was really poorly executed. Whoever was the manager for that completely failed! I can't begin to imagine how much revenue was lost simply because of a lack of outward communication.Mark U.
Customer did not leave a comment.Andrew B.
Customer did not leave a comment.Louis W.
Customer did not leave a comment.Kimberly D. | Overall Experience
The site manager was very helpful with the process and went above expectations to clean out the unit so that I could move into a clean outside unit that was the last of that size available. I’m thankful for her.Aisha S. | Online Move In
This location was clueless about the online registration. I had everything completed so I could quickly grab the uhaul and go. They told me they had no idea what that was and had me go in and do everything over again, which took forever. While it wasn't a huge deal, it was slightly frustrating because we did the mobile pickup because it was a quick and convenient option and then we were told it was unavailable to us.Ariel D.
Customer did not leave a comment.EMIL R.
Customer did not leave a comment.MILTON G.
Good customer service 👍 and very good placeDAGMAWI D. | First Impressions
the bill is incorrect. i added fuel to the level at which i picked up the car. Please advise. ron The windshield was dirty.RONALD P.
Customer did not leave a comment.CLIFTON B.
The first truck I was offered had a flat tire. During the indoor check out process (which originally I was set up to do mobile check out), I was asked what time I would return my â€œfull-dayâ€ rental. I assumed they want an estimate so they could Plan to receive the truck. It wasn't explained that the time I provided would amend my full day rental to something less than that and I would be charged 100% of the rental price in a penalty if I arrived later than that time, even though per the online offer I had until close (5pm) to return my rental. I was shocked when the uhual employee explained I would be charged a 100% penalty for being 15minutes late. When I tried the explain my confusion about the policy, the uhual employee Journey Stephenson told me to stop explaining because quote â€œI already know what you're going to sayâ€. When I asked to speak with someone from customer service, she replied I am customer service. Furthermore I asked Journey if the online offer says full day and if (absent of asking for a return time) I returned the rental before closing if the rental would be the same price, then why shorten my rental to less than a full day and without mentioning it make me liable for a potential late fee as a result of a poor time estimate (me being 15mins late)? Journey replied â€œit's in the fine print, you should of read it!â€ I feel the way this policy is implemented (not brought up at check out) is intentionally deceitful and misleading.HASSANIBN A.
the staff in this location. are polite, helpful, I hope some one read this and give them a raise!!!muhammad G.
Customer did not leave a comment.Aaron R.
Please update inventory on EVERY location, online I rented a 20' only to find out that only 15' were in stock and not even a one way. The person behind the desk was very helpful in finding a solution, but this all could have been avoided guys.ROGELIO N.
Location is great, employees are friendly, direct and get you going about your business as humanely fast as possible.GREGORY D.
No need for improvementFERNANDO N.
I wanted to thank Sofia Burgess @ Randall location in Rockville, for helping me with the rental process qnd referring me to the location that had a trailer. The staff was helpful in general. I would be coming back to meet my needs in the future. Thank youHUDAYNAZAR G.
Great customer service. Friendly. Will rent from here again. I used the cargo van and it rode smoothly.CHRISTINA C.
In the middle of moves---from house I've been in 16 years--to a temp place (thus storage) to eventual a new home. UHAul trucks and storage have been a lifeline--thanksROBERT K.
Customer did not leave a comment.Ali R.
Very happy with the service and attentionAXIRES R.
Customer did not leave a comment.MICHEAL JOSEPH P. | First Impressions
Customer did not leave a comment.SANDRA B.
Very good customer service keep doing doing good customer service.DAGMAWI D.
Excellent , timely and friendly service. Thanks for making my move easy and trouble free!Rajinder B.
The moving helper staff arrived at our apartment 2 hours late! The staff said that it was because U-HAUL forgot to contact with a forklift operator. It was no professional. In our move-in in Chicago, the delivery was canceled due to heavy show. However U-HAUL did not let us know about the cancelation. In addition, you did not tell us the time window of delivery on the next day. It was ridiculous. We will never use your service again.Hajime A.
I would never recommend uhaul ever again. the manager on duty was rude, not helpful, didn't even try to help resolve the billing issue. No location to park large uhaul rentals with No parking signs everywhere on the facilityMaricia S.
Everything was very easy from start to finish. Clear instructions about Checkout process. Would recommend this facility to others, and would use them again in the future if needed.JOHN S. | Overall Experience
Very knowledgeable, helpful and friendly staff. Even with multiple customers in line, and the phones ringing, they were polite, patient and attended to everyone's needs. Thanks!!ADRIAN W.
Super efficient and professionalHenry L.
Everything was great. Keep up your friendly and efficient customer service.DONALD W.
Friendly and efficient staff! It was a very nice experience!FRANCISCO B.
Customer did not leave a comment.CLYDE R.
A message â€œ Tire pressure monitor system needs servicingâ€ came up.BUWANEKA G.
Customer did not leave a comment.Jean-Paul M.
Customer did not leave a comment.Kerry M.
Excellent experience, the staff were super friendly, very helpful and knowledgeable. I will rent from here again. Thanks.Adrian W.
Parking stinks but staff was excellent!THEODOREJAMES K.
Journey, the Manager, was very professional, knowledgeable & friendly in every aspect of the process. The units were clean & access was easy. We plan to use your facility whenever the need arises. Adele Branthover Curiosity ConsignmentAdele B. | Overall Experience
The storage was not clean, but the lady asked if we wanted it clean, which was nice of her.Anthony G. | First Impressions
Customer did not leave a comment.GABRIELLE G. | Overall Experience
Really hard to find F041x storages! It's in a door without any notice on the door like "F0400-F0435" on the door! who'd open it! First took me a long while to find F, then it took me half an hour to find my storage place! When I arrived at my designated storage room, there's a green lock on it without a Silver lock! not as described in my check in confirmation that "the lock is in your room". No lock. and without going out to the office again, I couldn't even open the door. Had to find the officer in total four times to finally be able to get in the room and store stuff. Really BAD SIGNS for first timers First, You really should add more signs on the gate itself showing, oh here is building A to F, and that office gate is G to H (just for example.) Second, show signs on the door that some storage room are behind the door!!!! I went all around the building and couldn't find my F014XX room. Third, really , if there's only one person there, how's she be able to leave and show me directly the room? The reason it took me over half an hour and four times back and forth to the office is because she couldn;t show me my room directly the first time. Or give me paper directions, or the gate/door clear enough for directions. All in all, need improvement in self-guiding first timers !!!!!!Zixuan D. | Online Move In
Customer did not leave a comment.Dina Juliana T. | First Impressions
Customer did not leave a comment.MOHAMED K. | First Impressions
I ThanksShauna D. | Online Move In
a black girl work there I think a kind off new the worst customer service I have never seen my life, she is so unprofessional. also the young Spanish girl and the store manager they're very good customer service. I'm not coming back this place never again also I don't recommend for any body 😸DAGMAWI D. | Overall Experience
Front desk assistant was pleasant and nice to work with and highly recommend the facility just because of her.rhonda g. | First Impressions
Outstanding customer service.Habtamu a. | First Impressions
always a pleasure when i go there. very professional and friendly.William M. | First Impressions
i am so glade to have an unit with you .The service is great ,warm and helpful .ayi D. | First Impressions