3 out of 4 tires were low on pressure. That is a serious safety hazard considering I rented the van to move. It took nearly 50 minutes from pick up to receiving an email to conduct a conditions check. The link expired by the time I was able to submit. Upon drop off I waited
Victoria JamesCustomer Reviews for U-Haul Moving & Storage of Alexandria
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.
New Manager (Brian) was great. The equipment - three trailers - had mechanical issues.
Lester HuntAttention U-haul Management: Can you please recognize Ms. Amari at this location: 6910 Richmond Hwy Alexandria, VA? She is an outstanding member of your team! She’s very knowledgeable and conveys unlimited outstanding customer service. She is not only deserving of recognition but a promotion. If she’s not already, please look at her for management opportunities. If someone is actually reading my survey, can you please acknowledge receipt of my message? My phone number is (202) 553-3094. My name is Kevin (a recent customer).
KEVIN TANNEverything was fine. I pre-reserved on-line a few days before. I got to the location and the check-in was quick and easy. Returning the vehicle was quick and easy. The van I rented was in good condition and clean.
Gregory CordThe person working the front desk was very unsure about the process and kept claiming she was new; I had talked to her 3+ weeks ago so I would have thought she would be used to basic things by this point. She also try to convince me to pay for an extra 100 miles and that I would be refunded if I didn’t use the mileage and her colleague had to correct her that the charges are non refundable. Then when I asked for a dolly, only the appliance dolly was available which I would have thought would have meant that I’d be charged the lower price for the utility dolly. Then the rep walked me outside and instructed me to go up some stairs and that somewhat would meet me. After 15 mins of waiting I had to find the truck myself, which was parked between a line of trucks so I had to maneuver it out with barely any room on either side and behind. This location is terrible and the service is worse.
Krishna KothamasuGood
Henry PerdomoThe staff were courteous
AKOSE ALEXOffered to adjust weekly rate then canceled when I dropped off.
Shaniqua EvansNeed to get better vehicles, they are the the worst vehicle I have ever rented from this company.
Bryant RiveraGood atention y good service!
HENRY MAURICIO PERDOMO SERPASService was very good but truck was not drivable
shujait saeedGreat service
Juan BenitezStaff was great with information and communication and service
Henri HendersonThe app is really finicky. It takes way too long to load and process pictures etc.
Peter Braun JrCustomer service was fantastic.
Douglas SmithI was told refueling would cost $4.50/gal. I was never told that there was an additional $30 charge for refueling. That is excessive and unnecessary. Considering that renting the van cost me $260 for ONE day, it is clear I can go anywhere else for a cheaper rate. For example enterprise rents trucks for $150/ day without all the additional insane fees. As usual with uhaul, the app is a clunk of junk. It doesn't work. And would not give me access to the truck because the location of the venue was set incorrectly in the system. So I had to go into the store anyway and stand in line anyway. Same thing with the return of the truck. Luckily there was an employee there during off hours that was willing to help even though they were closed.
Marisol FahnertLarge location, split into two sides. But there is only an office on one side. Would be helpful to either have signs guiding you which direction to drop off /pick up, or have a small office with a lot person on the trailer side. I had to call (and was asked if they could put me on hold because there were 4 people in front of me), and then she sent her coworker out in a van to come meet me where I was parked in order to guide me to the spot to drop it off.
Glenn DesOrmeauxLots of fine print (literally), minimal explanation of how the process works at the counter. Predatory business practices but it’s to be expected, I suppose. Will not use U-Haul again or recommend.
Sean RackstrawManager Margaret Cole is amazing: knowledgeable, efficient & friendly.
William CromleyNothing
sarah wallerNA
Lloyd CrouseService was great. The staff at the desk that helped me at pick up and drop off (same person) was amazing. She was super friendly and helpful.
Deron LehmanTwo tires are 6lbs when picked up. Had to fill up 4x before reaching location. Could not exceed 45 without trailer dangerously shaking from side to side even with properly filled tires. Very disappointed. Will likely not use another Uhaul trailer in the future because of this. What happened to this company. Trash.
Aaron RainierFacil el tramite no complicado.
Ana ReyesGreat location and service. I called corporate to know what to do with the gas and condition of the vehicle and they informed me to alert the return station rep. He was very helpful on letting me the mileage, gas, cost, and vehicle status. I returned it in the mileage and time allotted. The return station rep was helpful and provided me credit for the gas, but I think it should have been more given how much gas was put in and how much I returned. Also, if I did not return it was the gas amount I was going to be charged even more, I think it should have been around $50. I do appreciate the credit and the overall service. I was in and out quickly. The truck did do the job, but the ride was rough and bumpy. I didn't know the suspension on the truck was going to be so bumpy. I think the suspension should be more air shock suspension and also the truck needs a make over with more up to date trucks with power windows and mirrors. This would help with the safety and hazard of the road and to have back up alarm and sensors or a back up camera for surrounding awareness. I know this will add more cost, but overall you are a very cost efficient business and I like the service and location. The cost and mileage were great. I would simply focus on the equipment. Thank you for the experience.
anderson wongWhen I rented the van on Friday, 3/8/24, I was able to combine my Friday and Sunday individual reservation into one van rental from Friday through Monday AM (3-day rental), and I paid for a three day rental at that time.. But they never cancelled my original one-day reservation for Sunday, despite extending my first reservation *through* Sunday, and contacted me repeated on Sunday about that second reservation. Didn't your system notice that I already had a van rented for the entire weekend and cancel my second one-day-only reservation?
John Henry Steitz IIOffice staff was courteous and helpful.
AKOSE ALEXAvoid this location if possible! Very poor experience picking up reserved rental. I am hopeful that this was just a "bad" day for this location, but regardless I will steer clear of them (and possible U-Haul altogether) for future rentals. Took me over 90 minutes and a phone call to the U-Haul 1-800 number to complete my rental check-out on my own. I had a reservation for 9 am, and upon showing up to pick up my truck and moving blankets, I had two persons in front of me, with one being helped by the one customer service representative working that day. As the order for the person being helped was processing, the representative asked if I had a reservation and I told her that yes I did have one for a truck and two dozen moving blankets, and she immediately replied that she could only give me one dozen as they were short at their location, but I was welcome to drive to another location to get move if I wanted. Once I got to the front of the line and the representative started to help me, she informed me she had been with U-Haul for one week, and was alone to handle all of the customers coming in at that time. Initially my rental contract completion seemed to be going well, to include getting a signed contract and a text notification to complete my inspection of the rental truck. The representative retrieved the 12 moving blankets and led me out to the truck lot, but the truck on my contract was not on the lot. I then had to go back into the office again and let her know the truck on my contract was not on the lot. She then tried to change my contract to a truck that was on location, but could not print me out a revised contract and send me a text to complete the vehicle inspection. I attribute this to the fact that she had been on the job for a week and may have never encountered this issue before, which stems from the fact that there was no one else on site from U-Haul, to include a manager, to help her through the technical difficulties. This is a failure by the management team at that location. By the time we were getting my contract changed unsuccessfully, more customers showed up to the point where there was a queue of 6-7 behind me. At that point the representative was feeling quite a bit of pressure that there were many people waiting and decided it was more important to start helping them that correcting the issues we were experiencing with my rental. She basically ignored me from that point forward. After about 5 minutes, I asked if I could call the manager to speak with them, she provided me the number, but when calling there was no answer and the voicemail box was full. I was really unsure how to proceed, but after waiting for help that wasn't coming, I called the 1-800 on the contract and after two tries, had a customer service rep send me the revised contract via email and text message to complete my truck check out. Upon checking the truck out, there were discrepancies with existing damage present on the truck, the mileage listed was not accurate, and the fuel level was not accurate. Also, the cargo area of the truck had standing water on the floor in one corner area. The most important thing that this location can do to improve is to be staffed at an adequate level. There should never be only one person, especially an employee with very little experience, left to fend for themselves trying to complete contracts, and troubleshoot any problems that arise. This responsibility falls on management. The other thing that can be improved is to have adequate supplies of items reserved available to meet validated customer requests. When reserving my truck and moving blankets, there was no indication that I would not be able to get the two dozen blankets I reserved. I cannot state with confidence these issues will be resolved, so I will stay away from using this location ever again.
Scott DunnMy uhaul rep was extremely helpful. Great service.
Christopher TuckerReally did not care for the exercise of putting the license on line. Since I’m not computer savvy it was a little difficult for me. Otherwise everything else was great,
ethelene thomasWhen I arrived at this UHAUL location - I was greeted by your store associate Margaret. Margaret was so helpful, did not rush me and could not have been nicer. I can not think of a better representative for UHAUL. Margaret is a true professional. Thank you again Margaret.
Tracy WoodwardMy experince was excellent
louis magarinThe younger lady that was there, was working back her self and it was a lot of us but she did her job. U- haul need to have more then one person in the location. Because you can't put all that on one person that is crazy. But was was amazing.
Diane GaleTruck was excellent, except: Missing wiper blade retainer. Almost lost a wiper. Had to pull over on busy interstate to address. Also, obstruction in fuel take made fueling difficult. Could not recieve fuel at normal flow. I mentioned this to clerk when I returned truck.
Jonathan PorterBoth attendants were knowledgeable, helpful and kind.
GREG RICCIARDIThe entire team was amazing, from pickup to drop off. Special shout out to Amori who helped with turn in...just a few minutes after they actually closed for the night. Great job!!
Scott McCainStaff was very friendly and helpful at pick up and drop off, keep up the great work
Joseph LoreI can’t think of anything . Thank you.
Susan Leniusthe staff were superb, especially the manager (Margaret C) who checked me out. She was helpful, friendly, explained everything, just 100% all around excellent service. The person who checked me in was pleasant. The truck was in poor repair (the pictures helped, and being able to upload more) but the headlight switch was broken.
Manley WilliamsThe fuel level wasn't was it said even though the sales rep. made adjustments.
Jimmy KingGreat experience!
Jonathan LeTire was low on air. Of the 2 trailers that I rented recently both had low tire pressure. the Staff were extremely helpful and friendly.
Michael McDonaldI dropped the truck full of fuel but they said I dont
David CerratoStaff is very friendly, knowledgeable and helpful. They had the trailer I needed and helped me connect it to my truck, even loaned me a ball mount. It is a convenient location on Rt 1 Alexandria with a good stock of equipment. The only real issue was that there was only one lady on duty and the automatic sliding door would not open so either she or a customer had to let new arrivals in. Hopefully they got that fixed.
Sam SasnettThere needs to be a way to strap the dolly to the wall so it isn't moving back and forth in the truck when it's empty.
ASHLEYNICOLE DRAPERWill was a very wonderful helper. Thank you very much for your help and kindness.
Reito MoreeI was a little bit confused but I found a wonderful and helpful staff in the pick up and at the drop of!
Luz MejiaYour app is absolutely atrocious and I will not do mobile pickup again until it is fixed. The app will not read location even if granted permission because it's asking for location information in Chrome, but since Chrome isn't directly open, the permission ask does not pop up. I ended up first just closing the app and moving to Chrome but then eventually just spoke to employees. The employees at this location were friendly and very helpful, however. I will be coming back to this one.
Abbigale BoyleThe truck received had damage all around it. The passenger side mirror was defective, as it moved as the truck drove and I needed the passenger to hold it in place. When returning the vehicle, I was alone and did not have anyone to hold the mirror steady, it was a hazard. I advised the team when I returned the vehicle, about the dangers of driving it and let them know I could not refill the gas due to being unable to change lanes as I could not see oncoming traffic. They placed the vehicle in maintenance to be fixed and advised ok on the gas, but I was still charged $66 for fuel. Unacceptable!
Alexandra MooreMargaret was excellent as always
Cody nicholasFantastic place! Didn’t even have to get out of my truck. Great person that helped me
Ted TrebingGreat customer service by Afaf as always! Awesome ambassador of Uhaul
FRANKK ADUSEINot a thing
Earl Jones JrThanks!
Brent BucklesMake the return signage clearer.
Steven DeckerCustomer service is very poor
Jesus LopezI am a satisfied customer. Margaret was very knowledgeable and customer service was excellent. Fast and efficient!! I forgot the young lady's name that was helping out!!
ALTHEA TOLSONGreat customer service! Very convenient location and personable, people-friendly staff. Thank you.
ROMERO FRANKIEStaff was super friendly and fast.Truck in great shape
Marianne RussExcellent customer service! Keep up with your good work Thank you
Murida RahiaThree trailers and not one one them were 100%. The left turn signal on the one I had to take didn’t work. I was promised a discount for having to hook and unhook three trailers but that was a lie.
Dave MeredithWill gave great customer and was very pleasant! Great service and I recommend!
Qadiyyah Harris