Customer Reviews for U-Haul Moving & Storage of Alexandria

Rating:

4.0

Equipment clean but old. Steering wheel rubber dissintegrating

Rating:

5.0

Fantastic employee on duty. Very impressed with her skills.

Rating:

4.0

The office was as closed but I have always received great service.

Rating:

5.0

I left you this weekend and only have a small wine storage unit left. I'm sure you have it in your pricing algorithm, that people leave for many reasons, but I was perfectly happy using your warehouse and paying a high but not painful rate, but the incessant price hikes made me consider the fact that I have other options. We moved our stuff to another warehouse outside of town where we had excess capacity and then we moved from a larger to a smaller wine storage unit. I would have stayed for years, as it was convenient and I would have even made a long-term commitment if it was available. As it stands now, I will keep my little wine storage unit for now, until you raise it to a price that no-longer makes sense. Nonetheless, it was a hassle to move and now I have lesser positive feelings for your organization.

Rating:

4.0

The van was good.

Rating:

5.0

The gentleman who owns this location was one of the most friendly helpful and kind person. I’ve met in a long time. He made what had otherwise been very stressful relocation a lot less stressful. The owner’s name is Michael Acree.

Rating:

5.0

The man who rented me the trailer was professional

Rating:

4.0

Nice group of people working this location

Rating:

5.0

ABSOLUTELY RECOMMEND TGIS LOCATION!!!! The ease in returning the truck was great. Super location. Also, the customer service representative was fabulous.

Rating:

3.0

The staff was helpful in giving us a contact to address our complaint regarding our overall experience and drop off was simple enough. Other than that we didn't have much interaction at this location.

Rating:

5.0

Efficient and friendly customer service - no wasted time. Will rent here again.

Rating:

1.0

Make sure your employees do their job we were charged for an extra day when we turned in our rental early

Rating:

5.0

Very friendly.

Rating:

5.0

Key for this specific truck occasionally malfunctions due to wear and tear of the metal. I recommend replacing it soon since I had trouble starting the engine several times

Rating:

5.0

Second time renting from this location, Great both times even when they were busy they had great service on pick up and drop off

Rating:

4.0

Fix your phone vehicle check process phone app. I have tried to use it twice in the last two weeks. Both times after going thru the process and taking pictures requested - it fails to upload and times out.

Rating:

1.0

Slow pickup and return process. Understaffed.

Rating:

5.0

Just keep doing what you’re doing, staff is professional and courteous, equipment is kept clean and in good order.

Rating:

2.0

The wires from the uhaul were old and - not well maintained for use on my long trip....as I am not an expert, I could not have predicted that rain would cause them to cause a short in my car. I will expect a refund of $199 for the cost of care by my dealership Lexus. Also, please refund me for a lost day of travel because of the delay. I have filed my formal complaint with UHAUL.

Rating:

5.0

Easy to work with. Friendly staff.

Rating:

5.0

Hello, When I arrived at 7:10, no one was there and there was a sign on the door that said, “Be back at 7:25. Open on time.” I just wanted to mention that because I had to wait before being helped. Also, please make sure the truck smells clean and fresh for the next customer. Other than those concerns, everything else was fine and I didn’t have any other problems.

Rating:

5.0

Very easy drop off!

Rating:

5.0

Staff were very helpful at both pick up and drop off. I also witnessed them being the same to at least 3 other customers during my short time in. Quick service, helped hook the trailer up. Got exactly what I would want out of a uhaul experience. Even the bathroom was clean.

Rating:

5.0

Staff was excellent!

Rating:

2.0

Truck was in bad shape and old. The morning guy was great. The two at drop off couldn’t be less helpful. Signage says wait with equipment and they stood close by and didn’t approach. She couldn’t have cared less. Change the signs or the staff. Last thing a customer remembers is the last transaction with staff. Pretty basic rules of business. Very convenient location though

Rating:

1.0

UHAUL COMPLAINT **** during my 24 years in the Army I have used UHaul services countless times in the past and have never incurred a more disappointing I am writing to formally express my disappointment regarding the customer service experience and overall process I encountered at the U-Haul location at 6910 Richmond Highway, Alexandria, VA (Site 818071). I would like to emphasize at the outset that this feedback is not directed toward the frontline employees who assisted me. Brian, Hamed, and Courtney remained professional, courteous, and respectful throughout the interaction. It was evident that they were attempting to follow existing company procedures and leadership guidance. My concerns are directed toward the policies, systems, and customer service processes established by U-Haul leadership for handling equipment accidents and claims. Approximately 30 minutes after renting a tow dolly from this location, I was rear-ended while driving. The tow dolly sustained visible but relatively minor damage. After exchanging information with the other driver and initiating a claim with their insurance company, I returned immediately to the U-Haul location to report the incident and provide the insurance information so the matter could be properly documented and resolved. Upon arrival, Hamed and Courtney inspected the tow dolly and acknowledged that the damage appeared minimal. Hamed initially recommended that I continue using the equipment. However, I explained that I was uncomfortable proceeding for both safety and liability reasons. My concern was not only the possibility of further damage to the tow dolly, but also the potential for an undetected malfunction that could create a serious safety hazard for myself and others on the road. I also did not want to risk being held financially responsible for any additional damage that could occur after the accident. Hamed then contacted the general manager, Brian, who ultimately informed Hamed that I have one of two options: either continue using the damaged tow dolly and return it after use, or close out the existing rental contract and rent a second tow dolly at my own expense. Unfortunately, neither option was reasonable from a customer perspective. Continuing to use potentially compromised equipment posed an unnecessary safety risk, while renting another tow dolly effectively required me to pay twice for equipment that became damaged through no fault of my own. I requested an opportunity to speak to Brian directly and after some time Brian arrived to discuss the matter with me Hamed and I spoke with him personally. While he remained polite and professional, he reiterated that the situation was governed by company policy and that the contract had to be closed before replacement equipment could be issued. He explained that failing to close the contract could complicate the insurance claim process. Although I appreciated his professionalism, the policy itself created an extremely frustrating and unfair customer experience. What made the situation particularly difficult was the fact that I urgently needed the tow dolly to assist my college-aged son, whose vehicle had broken down on the side of the road. I had limited alternatives for obtaining towing equipment on short notice, and because U-Haul dominates much of this market, I felt I had no practical choice but to pay for a second tow dolly despite the circumstances. Additionally, during this process I reviewed my rental agreement and noticed there was no clear guidance explaining what customers should do in the event of an accident involving rented equipment. The requirement to “close out” a contract before equipment could be replaced, and the inability to simply swap equipment under these circumstances, was never communicated beforehand. This lack of transparency contributed significantly to my frustration and left me feeling unprepared and unsupported during an already stressful situation. I respectfully recommend that U-Haul leadership review and improve its policies regarding accident-related equipment exchanges and customer support procedures. First, customers involved in accidents that are clearly not their fault should have access to a streamlined equipment replacement process without being required to pay for a second rental upfront. Second, employees should be empowered with greater flexibility to prioritize customer safety over rigid procedural requirements when damaged equipment is involved. Third, rental agreements and customer-facing materials should clearly explain the process and expectations following an accident so customers fully understand their options before an issue occurs. Finally, U-Haul may benefit from implementing a temporary replacement or “continuation rental” policy that allows customers to safely complete urgent travel needs while insurance claims are resolved afterward. While I appreciate the professionalism shown by the employees at this location, the overall experience left me feeling unsupported, financially burdened, and placed in an avoidable safety dilemma. I hope this feedback is taken constructively and used to improve the customer experience for others who may encounter similar situations in the future.

Rating:

4.0

Would definitely recommend this location over others I've experienced

Rating:

5.0

The service was incredible. I was blown away at how clean our truck was. First class operation

Rating:

5.0

They were very Professional and very helpful. Allen answered all my questions that I had

Rating:

5.0

Nothing. Employees are all professional and courteous, equipment is always clean and well maintained.

Rating:

2.0

TERRIBLE experience. I showed up the day prior to my scheduled pick-up and asked if I could get a larger truck. The man that helped me assured me that I would have one and instructed me to show up at 8am the next day for pick-up. When I arrived the next day, he wasn’t there and neither was the truck I was promised. He didn’t make a note on my account or leave a note for anyone documenting this promise. I then had to deal with a man who seems to not like his job because he was extremely rude for no reason. I wish I had gotten their names but I had more important things to worry about. The only helpful thing he did was call customer service for them to find a truck at another location. The most helpful employees there are a young lady and who I think is the general manager (Brian, maybe?). Because of this location not delivering on their promise, I had to Uber to Falls Church during peak traffic (45 minute ride, $60) to pick up a truck for my OUT OF STATE MOVE. I had scheduled loaders coming to help me that morning and had to keep pushing back my arrival time to my apartment because they were already waiting on me. The only thing they did right was allow me to get the trailer hooked up there after the truck was loaded instead of driving back to Falls Church which was the original plan anyway (I only lived 5 minutes away). What they didn’t tell me was how much more the truck would be and they didn’t update my reservation to reflect auto transport which is what the original reservation was for. So when I was charged almost $1800, I thought everything was paid for. WRONG! I had to pay another $200 for transport that I was told was already included in that price. Luckily, the experience ended with the two helpful employees. This experience not only cost me time but it cost me money. I had to extend the loaders due to my plan being derailed by almost 3 hours. No apology, no empathy .. nothing. As a veteran, I’ve always used U-Haul for all of my post-service moves in different states (at least 4) - this is by far the WORST experience I’ve ever had. This location needs better employees.

Rating:

5.0

Agent was very helpful and efficient with connection of trailer.

Rating:

2.0

Take better care of the vehicles and charge customers fairly. I got a cargo van for $19.95 but ended up paying almost $100! Because I returned the vehicle back at the same location so the milage came up to more than was Estimated. They trick you into giving an estimated guess of distance. I told them Where I was driving to and that I would return to the location but they didn't adjust the estimate to account for returning the vehicle. So I got got. Total BS.

Rating:

1.0

The truck doesn't maintain very well and charged me extra

Rating:

5.0

Excellent service from Will (Sunday 4/26) and Hamid (Monday 4/27) who helped me out. Much appreciated!

Rating:

3.0

During pick up of the truck. I ordered both utility/furniture Dollies and furniture pads and neither one of those were in the truck for pick up. I had to waste time the next morning for the location to open to go back to the location to pick up my dollies and pads. Which cause me to have a delay in returning the truck back on time.. I was still charge full amount, and still never received a furniture dolly.

Rating:

5.0

Later evening hours?

Rating:

4.0

Please remove all the unnecessary fees, fuel.etc.. I put the fuel back that I use. I pay 19.95 to rent. At the end I was charged $146.00!!!! I will NEVER USE U-HAUL AGAIN!! Too many fees!!

Rating:

5.0

The manager went way beyond expectations, great service !

Rating:

5.0

Staff today was just excellent. Very easy and painless process.

Rating:

5.0

Professional service always.

Rating:

5.0

Agent st desk was super helpful and very nice to work with. Was even impressed with intersections with other customers while I was in line. Great selection of equipment.

Rating:

3.0

An unstaffed drop off isn’t a helpful licarion

Rating:

5.0

Clean, well run location. Manager was professional and friendly

Rating:

5.0

Always friendly and clean

Rating:

5.0

Staff was quick and helpful

Rating:

5.0

Very pleased.

Rating:

5.0

A positive rental experience.

Rating:

5.0

For the return, would had been nice to know upfront that they do not refund any money for turning in early. Just a quick little statement or point on the information where it states that. Otherwise they were great.

Rating:

5.0

Great service, equipment in great condition, great price

Rating:

5.0

Best

Rating:

4.0

In spite of a system-wide outage the one gentleman working there was really hustling to get everyone checked out and on their way. He did the best he could using the backup system.

Rating:

5.0

Very helpful at pickup