Customer did not leave a comment.george L.
Customer Reviews for U-Haul Moving & Storage of Chantilly II
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.
Very nice staff but problems at location delayed pickup and had to rent a truck.David C.
We had a wonderful experience with each and every uhaul employee we were in contact with. We found that everyone was professional, especially Sheila, the lady who delivered and picked up our boxes.she was fantastic and knows how to drive a forklift like a professional driver.DEBORAH B.
The Trinity destination location was not properly listed on the UHaul.com website. The location listed has closed down. The actual location is about 2 miles south of there. I answered question 1 as "Average" only because I never visited that location. The U-Box was delivered to me. You might add "N/A" as a possible response to that question.Daniel A.
Repack containers the way you would pack your own stuff. Apparently my original UBox was damaged and my belongings needed to be moved to another UBox. I was EXTREMELY disappointed and disheartened to see that my belongings were repacked into another UBox with such carelessness. So many of my things were damaged beyond repair and need to be replaced - when I originally packed my UBox in such a way as to minimize any possible damage. I won't be using UHaul again.CJ G.
Customer did not leave a comment.corinne G. | Overall Experience
Work with MovingHelp to provide better customer service. We ended up waiting almost an extra month to get our stuff delivered due to an issue with arranging a pick-up, with which MovingHelp did very little to help.Dale R.
Customer did not leave a comment.jennifer Z.
The staff here in San Antonio is phenomenal especially BJ who set up delivery and removal of my UBOXES. She is a jewel. My issue with UHaul is there is no pro rating system. You pay for the month even though you only use 5 days.Debra A.
Customer did not leave a comment.Gregory M. | First Impressions
Customer did not leave a comment.corinne G. | First Impressions
Only comment would be that most of the units were open and available but I was out in the far corner. Very inconvenient given the space but everything was nice and clean.Michael H. | First Impressions
I always feel that the staff fhere go the extra mile to be helpful. Really appreciate the good attitudes during stressful times!Nancy I. | Overall Experience
A great experience from start to finish. Staff was ALWAYS helpful in setting things up, making changes needed, and answering a lot of questions.Karl K.
Customer did not leave a comment.carol D.
Customer did not leave a comment.reza z. | First Impressions
The service and the driver/delivery lady was awesome! She was able to negotiate our unique driveway and placed the containers in the perfect positions. The same was true on the drop off end of our transaction. Our experience using this service couldn't have been any better and will be recommending this option to any/all that we speak with.HARL M.
Customer did not leave a comment.Juan B. | Overall Experience
Great service, safe environment.Colin S. | Overall Experience
Customer did not leave a comment.Melinda C.
Customer did not leave a comment.Robert T. | Overall Experience
Customer did not leave a comment.Benjamin G. | First Impressions
I had to call multiple times after my U-Haul box was not delivered at the agreed-upon date. It was difficult getting in touch with anyone who knew what was actually happening and once I did my U-Haul box was still delivered late with that being said I still have not been refunded the $50 per day regarding my late arrival of the U-Haul box this makes me very upset as I was told I was to receive a refund I will not be using your service in the future and I will let others know to also not use your service as your company did not uphold your end of the deal by delivering my box on time and or refunding me for the days it was delivered late. The communication of these issues was also very poor-no one ever reached out to me initially and I made hours long worth of phone calls trying to figure out what was going on. Also the U-Haul box that in my driveway for three days longer than I would've wished as it was delivered late and could not be picked up until later date. I plan on calling you guys again today but I suspect I will be on the phone for hours trying to figure this out in which I'm dreading. I would like a refund.stephanie W.
Customer did not leave a comment.Juan B. | First Impressions
The drive(Nina i beleive was her name) was amazing and communication was great.Diego S.
Great employees! Thanks for all your help!LORI P. | First Impressions
Overall this is a great way to move - but Uhaul needs to improve the logistics and coordination between branches. I placed the order for everything online but it seemed as though Chantilly and Woodland had to take the orders anew each time (re my address, the card payment, etc) and I'd receive calls that sometimes I couldn't pick up and then I'd call back and have to re-do the entire order anew (it felt like). In Chantilly when I called the agent made a mistake and told me my whole order was postponed a week because I hadn't picked up... but when I finally got on with the supervisor turns out there was no issue. Again, if the coordination was better handled and more streamlined these mixups wouldn't happen, and I think this is maneagable by Uhaul. The drivers and pickup crew were EXCELLENT and the general service is also great (I'll look to this for my next move) but Uhaul needs to smooth out the logistics and coordination between branches.Olivia F.
I found the staff at CHANTILLY U-Haul to be extremely customer service orientated and very helpful!Janine O. | Overall Experience
Customer did not leave a comment.DANIEL R. | First Impressions
Excellent services by an Outstanding Uhaul company. Ryan was exceedingly helpful. I will always use and recommend Uhaul being the Bestest if All.Abdul K. | First Impressions
Excellent service And outstanding customer support! This is my third experience with U Box, this move (so far, not at the end yet) has been exceptional!Darlene H.
We were absolutely pleased with our service from start to finish. Please keep up the good work!!Erin H.
Everyone at the facility was extremely nice and helpful. I would like to express my extreme disappointment with the service I received from the regional manager regarding my UHaul charges. I originally reserved a UHaul trailer for 17 days (~$670 including tax and trailer insurance); however, an hour into my drive, I had unforeseen car problems beacuse the trailer was too heavy. A friend took my trailer to the closest UHaul store and I moved all of my stuff into 2 UHaul containers and shipped them across the country- an additional $1800. The trailer comes with a 6 day reservation, therefore, I was only refunded $230 for the additional 11 days that I had planned to have the trailer. I only had the trailer for 26 hours and was charged ~$440. I asked for consideration of more of a refund since this was basically a 2 day rental AND I spent an additional $1800 to ship my stuff instead. Additionally, the facility was able to reserve the trailer to someone else sooner than they were expecting (UHaul charging 2 customers for the same trailer for the same day). I was told by the regional manager that I could only get $230 back. This idemosntrates that UHaul is more about making money than being fair to their customers. The onsite staff was amazing at both UHaul facilities, but there is certainly a disconnect with decision makers at higher levels. This lack of compassion during a highly stressful time (moving across the country) has definately made me rethink using UHaul again.JOHN B.
Everything about UHaul made our move easy- very professional staff, would highly recommend Sharon & Martin EdwardsSHARON E.
With one exception, all Cases and Managers were exceptional! I won't comment on the negative, but will reinforce the positive! Great problem solving skills, and a fine recognition of a paradigm that required elevation to a manager, who handled the oddity well and very timely!Mitchell K.
Customer did not leave a comment.WALTER R.
Customer did not leave a comment.Michael T.
Very friendly, helpful staff, clean facilities, would definitely come back!WILLIAMHAYWARD C. | Overall Experience
I was lied to from the start of my order. My boxes were delivered to my house on time and picked up to be moved to the new location as specified. From there everything fell apart. My boxes were supposed to be delivered to Roanoke (Melrose) on July 2 or 3. That never happened. Boxes scheduled to go July 7 didn't leave. Reschedule July 9 with arrival promised on July 14. This caused conflict with medical appointments for my family who are cancer patients. The online website indicated July be 15/16 for arrival and unload at U-Haul. The boxes were shipped to Roanoke (Hershberger) location, wrong place. So we had to transport each box to our Ferrum location. The first box be was not ready when promised noon. We got there at 3 and had to wait for an hour. Causing us to be late unloading. The next day we were told to call ahead so we called prior to leaving our location and still had to wait over an hour to get our box. Now we had limited time to unload and return the box by close of business. The next morning I was charged for another month rental after I was told I would not be charged due to all the inconveniences. I spoke with many area managers and location managers with no positive results. This was the worst experience I have ever had and I can assure that I will NEVER use U-Haul for anything ever again.Charlotte T.
Customer did not leave a comment.Chris T.
Staff is excellentSarbdeep S. | Overall Experience
The woman who helped me reserving my unit in-store was very helpful!KAYLEIGHALISSA N. | First Impressions
It was an amazing experience.Sarbdeep S. | First Impressions
Customer did not leave a comment.Colin M. | Online Move In
The guy was very friendlySherry A.
One of the small knobs on my dresser broke off. The manufacturer sent me a new one for free. My foam mattress topper got a little dirty as it was not covered.Edward P.
excellent serviceDoug G.
I was very pleased with my experience at U-Haul. Because of COVID-19 I had to move out of my dorm and go home across the country and I was able to get a storage unit within the hour and was assisted greatly at the actual location.Morgan R. | Online Move In
I had an idea that I would need 3 or 4 containers - including my storage facility (10X15). I needed 4 containers for the townhouse and 2 containers for storage. More than enough pads were provided and returned (most in their original bags). I would only change one thing - tf you get them on trailers - make sure the lift gates work before the Uhaul driver leaves or before you leave the Uhaul place. It cost me a full day of packing and my help for the day with that. Not good.Victoria P.
The best service I have ever recieved. The whole staff. Thank you.Jon M. | First Impressions
Your staff was well informed, considerate, and gracious to us and we observed others were treated similarly. The facility was top notch, clean, well equipped. The rental trailer and rental unit super!Emilie M. | Overall Experience
Customer did not leave a comment.Patricia B.
Ryan was very helpfulElaine H.
I moved out on 8/15 and was told by the GM Craig that I would get a prorated refund of $66.00 that never happened and was still being billed for storage although I moved out POOR CUSTOMER SERVICECarlene E. | Overall Experience
Nice storage with reasonable prices. Craig and Ryan provided great customer serviceSyed S. | Overall Experience
Customer did not leave a comment.MALCOLM S.
The staff were all super friendly. The move was easier than others I have made and the cost was lower than othersellen N.
I can't give five stars is because I used the unit for two extra days and was charged for the whole month. Very angry. Not at the facility but at corp policy. Ridiculous. Greg Rowe (503) 396-4329Gregory R. | Overall Experience
Could not be happier with the service, professionalism and facilities. Your team has made my transition easy!! Appreciate the support!Aaron A. | First Impressions
Friendly and willing to helpJason G. | First Impressions
The service was extremely poor, the Ubox was suppose to be delivered at my location on August 3rd but the staff could not trace/locate my Ubox till august 6th. Will never use Uhaul again. I have moved several times so but this was the worst move so far.Shravani S.
Everything went amazing Thank you UHaul teamAfaf A. | Overall Experience
The cards I was given do not work. The units are clean and the staff helped to find the closest entry to my units...Marcella P. | First Impressions
I'll like the security and the frenly people.Rene S. | Overall Experience
Excellent service all round. Professional attitude of staff very much appreciatedPatrick S.
Great experience.Inmar P. | First Impressions
It all went very well. The staff were friendly and very helpful. I would recommend this facility to any of my friends.TERRY R.
Customer did not leave a comment.Amy L.
We could not have been more pleased with the entire move process using UHaul's UBox service. We moved from the Washington, DC Metropolitan area to Monterey, CA. The process was seamless and the personnel we dealt with through the entire process were amazing. We just had our delivery today 6/21, on time, no damage and the driver even waited for us to quickly unload the container so we wouldn't have to leave it in the driveway. Again, thank you so much for the fantastic care you provided with our move. Highly recommend this UHaul Service.robert Z.
Customer did not leave a comment.Connie E.
We were estimated to need 6 boxes and ended up with 10, we were tremendously underestimated. I would like to mention Chardonnay. She delivered and picked up our boxes. She is a tremendous employee. Very respectful, very efficient, very customer friendly. I hope UHAUL knows what type of employee they have with her. If I had a moving company, I would want her to work for me!alice D.
Staff was always friendly. The problem I had over the years was the inconsistency of having my UBox ready when I arrived. I almost always had to wait for it.COLETTE F.
Customer did not leave a comment.Jerome C.
Great service and locationSandra M. | Overall Experience
I had a very positive experience. I appreciate the friendly atmosphere. Thanks:)mahvash k. | First Impressions
The only flaw was that you were supposed to get my ubox to Manassas and it ended up in Chantilly instead.Wade G. | Overall Experience
The entire staff were extremely helpful!Ora C. | First Impressions
Friendly staff and excellent customer service.Rebecca K. | Overall Experience
N/ARhonda M. | Overall Experience
Did not see facility but boxes were in good shape.Sandra D.
There was so much miscommunication. U-haul and delivery company recommendation had terrible communication. I had to hire another mover on my own to deliver my u-box because I could not rely on u-haul. It was a very stressful situation. I have spent so much money in the past on uhaul and I am hesitant to use this service again on future moves.ELIZABETH M.
They pulled my u boxes for unload on short notice and really helped me out! Grateful they were so helpful.Edison G. | Overall Experience
Order 2 br unit for 9/10, want to see 8/30 it's a 5×5 cancelled, ordered larger needed 10th but eff 8/30. 9/2 to cancel unit new hm ready 9/8. No help unit not used. 9/3 was called about the 5x5Maye J. | Overall Experience
This facility did an excellent job at providing service. This was a move from Texas to Virginia and it is extremely difficult to get accurate information and timely. I would not use haul againBarbara D. | Overall Experience
😁Hendrik D. | Overall Experience
We had a great experience with the UBox staff, but the U-Haul team was a mess. No one answers the phone, the customer service team cursed and made lewd comments, and it took 1.5 hours to be served.Andrew D. | Overall Experience
It was the worst experience I've every had with a service provider. Telling everyone I know in Chantily VA and Facebook never to use Uhaul. Chantily office NEVER answered their phone. Despicable!!Pierre B. | Overall Experience
I did not actually see the facility. My U-Haul boxes were delivered to my address. The boxes were left on top of a trailer bed together. They should have been removed from the trailer.Shellye P. | Overall Experience
Thanks for all you did in getting my late daughter's things to my granddaughter in Virginia. She was happy to receive the items.Oliver P. | Overall Experience
The friendly staff helped overcome the annoyance of being told car haulers don't count for free month of storeage, when your advertisement said "any trailer rental" with a $15/mo price increase.Brian H. | Reservation
IT systems must be very antiquated because it always takes forever for staff to use the IT system to complete transactions and serve the next person on line. Most times, I am waiting 30 minutes!mark b. | Overall Experience
Horrible communication; lack of care for customers, inaccurate information and was downright LIED to. Terrible experience - I will NEVER use this service again and will ACTIVELY share my experience.James T. | Overall Experience
Communication, Communication, COMMUNICATION! First, I was sent an e-mail that advised me that someone from your Chantilly location would be contacting me to make arrangements for when delivery would be made. NO ONE CONTACTED ME. Second, I was given a number to call in the e-mail where nobody answered, thus requiring me to physically make the 20 mile trip to the facility. Third, I was told that the driver would be calling me within the next couple of hours after my reservation to ensure boxes could be picked up and dropped off on the same day (That was Thursday), only to get a VM the FOLLOWING SUNDAY stating that "there's a slight chance that they can "fit me in" to pick up the boxes (meaning that my boxes were now NOT ABLE to picked up the same day - contrary to what I was told at time of scheduling). After AGAIN making yet another trip to the Chantilly Facility on Monday, I was told that the scheduler (Chardonnay) would be calling me to schedule a time for drop-off and pick-up on Wednesday. Again I received no call, so AGAIN (on Tuesday) I headed to the Chantilly facility. This time I was assured that everything was okay and delivery driver (Chardonnay, who I'm now told is actually the "scheduler") would be calling me. AGAIN, I received no phone call so I took the initiative to call her and she said that everything was worked out, but that she didn't have a firm time for me. When I asked an approximate time for delivery on Wednesday, she told me probably between 8:30 and 9:00 am, BUT, will call me to confirm. AGAIN, I received no call, so I took the initiative and texted her at 5:23 pm on Tuesday, only to have her return a text which said, "He does not know yet, so I can't really say." Frustrated, I texted again at 9:50 pm asking if her driver knows what time delivery would be, and I received no response. Since I heard nothing from ANYONE at the Chantilly facility OR the Driver, OR ANYONE from U-haul, I took the scheduler at her word and planned for a 9 am delivery. I made sure my HIRED help was on the scene, and waited, waited, waited. NOTHING. So, once again I made the trip to the Chantilly Office, only to find out the truck was broken but they were working on getting a new truck (Meanwhile, I've taken a day off of work; was paying workers to unload, only to to have them sit and wait, and STILL didn't know what time my boxes would be delivered.) In the end, I finally did get my boxes delivered, but only after speaking with the General Manager. What's most frustrating, and from a Customer Service perspective, downright UNACCEPTABLE is that in speaking with the delivery driver, I was told that the truck broke down two days before - meaning that EVERYBODY, from the scheduler, to the facility manager, to the General Manager KNEW that there was a problem, yet NO ONE communicated that to me, and NO ONE bothered to make other arrangements with me. In short, not only did U-haul not communicate with me, but more disturbingly, tJames T.
Too many furniture pads.Christopher T.
Moving help is the worst service I have ever used.Sam T.
It was a bad experience!! My things didn't arrive on time and I got no update on when it would arrive! I got a guaranteed delivery date but it didn't arrive on that day and I had to call them 100 times and different offices to track down where my box was so I can get my thing. It was very frustrating.Rozy A.
Customer did not leave a comment.Charles D.
Phones not working for days so a clients can’t arrange services needed;Instead of customer service, clients are an inconvenience to the staff; Had to call the help line to get any assistance.Anne L. | Overall Experience
Customer did not leave a comment.Carlos H.
All the problems had on my order were solved in a fast and excellent way, however some more coordination between different sections of U-Haul will be desired. As an example, my U-box had 11 days of delay and nobody informed me, and 1 day before arrival I have received a notification that the U-box storage had to be paid shortly, which obviously was a mistake due to the late arrival of it.Massimo B.
Nothing was good about my experience except for my original call to set up the service. My U-Box was 3 hours late arriving so we could load it. I was charged on my credit card for the lock as well as paying cash. I was charged for the second month of U-box rental despite being told it was free for also booking a truck. My truck was not available to be picked up at the location I requested despite booking almost 2 months in advance. What is the point of making a reservation if it is not honored? My U-box was not ready at the time I requested to unload and we had to wait 20 minutes for it to be accessed. I was asked if I would return the truck to a location they picked vs the closest location for a $40 discount making it $180 instead of $220, I was charged $220. Since returning the truck I have been charged an additional $97.30 for miles we didn't drive and a cleaning service I didn't need. We moved from a house in Northern VA to South Central PA, door to door 111. They are claiming we drove 348 miles and charged $65 for going "over miles" as well as a cleaning fee. The truck was not dirty at all. We left the moving blankets in the back and that's it. I expect to be refunded $259.35 I was over charged and then some.lyllin A.
Customer did not leave a comment.DIANE P.
I have a two bedroom apartment and I had to toss some large furniture to fit the three Uboxes you recommended. Besides that, I was satisfied with the service.Grace O.
Customer did not leave a comment.Karla W.
Tell customers U-Haul contracts with a 3rd party shipper who did in fact destroy U-Box AA6370B. I am waiting for U-Haul to compensate me for the damages incurred and to make an offer to defray or remove all costs billed for this "Not what I contracted for" shipment. Thank you. Ralph M. Palmer Chippewa Falls WI 54729Ralph P.
Was treated like absolute trash by MovingHelp which compounded the lack of preparation and listening skills found at the Chantilly location. Not pleased at all.Katherine R.
U-Box is an extremely screwed up system. I call several days before my order was scheduled to be picked up and they didn't know about it even though the order had been placed a month ahead of time. The driver there was extremely helpful in working to get 8 u-boxes to us and picking them up. Our boxes were placed in storage in AZ, but because of the way the order had been processed only 5 of the boxes appeared on my U-Haul acct, I had to work to find the other 3 boxes. However, U-Haul hod no problem billing me for all 8 of them. When I called about having them delivered to my new home, I was told that they did not deliver to my address, they would only take them to Sierra Vista, AZ. My home was only 7 miles further. I made multiple attempts to get this changed, all unsuccessful. To make this even more stressful the U-Haul facility in Sierra Vista told me that could not accept U-Boxes because of Fire Code. After several more calls, being placed on hold for 32 minutes on one of the calls and finally hanging up, I finally was able to find out that they had been delivered to Sierra Vista. I had contracted with a local moving company to help me move the contents of my boxes to my home. Around 7pm the night before we were to move the contents and about 6 hours after they were reported to have reached Sierra Vista I received a text from U-Haul that my boxes would be delivered to Sierra Vista between noon on Feb 24 to March 2nd. Another new round of calls were placed to determine where the boxes were at. We arrived at the U-Haul facility to unload the boxes, 6 of the boxes were on trailers, 2 were on the ground, none of the boxes were strapped to the trailers and 3 of the boxes no longer had their orange weather protection covers on them. The staff at the facility could not do anything with the boxes because they were not certified for U-Boxes or to use the fork lift to move them around. I ended up shuttling the trailers back and forth so the movers could unload my boxes at my house. They brought over one truck they had available to unload the 2 boxes that were on the ground. We were completely finished with our move and all of the boxes returned to the facility by 3:30 pm of Feb 24th. I am acctually paid up for the storage of 8 U-Boxes until March 22nd. For the amount of money I paid to move from Virginia to Arizona and 2 months and 2 days of storage (3 months paid) I did not get the service I paid for. Not only will I never use U-Box again I will never use U-Haul also.david G.
Worst uhaul experience I have ever had. Will not use again!! Staff is rude especially the chantilly locationNebras Q.
I scheduled my UBOX to be delivered 2 weeks in advance. When the day came I never heard from anyone. The following day I had a voicemail. I called the driver back and was told that my deliver date was the following Monday. I informed him he was mistaken it was for yesterday. Unfortunately, he told me he was already off work and couldn't deliver my box until Monday. Since my UBOX did not arrive on-time I was charged a monthly storage fee. When I called a UBOX specialist I was told to object once my UBOX was dropped off. In addition, to the inconvience I was told my delivery fee would be waived because of the confusion between the scheduler and the driver. That never took place so I had to object both charges which have yet to be resolved. When a representative from this location called he informed me that he had to further look into the situation because I didn't get the name of woman I spoke to telling me she wouldn't charge me for my deliver and refund the monthly charge. I have yet to hear back from anyone.Phillipa D.
To many hidden costs compared to contract !Fred M.
Dropoff of my Uboxes were scheduled for 12/30, however, the Chanitlly location changed the date to 12/29 because the had no driver without telling me. I did not find out till they called me at 4:45 the night before. I tried to call back, no answer, no voicemail set up. I called the next day and Ed in scheduling confirmed that the date was changed just 5 days after i created order, but i was not notified. ALso, the pickup date of the empty boxes was incorrect as well. Was supposed to pick up 1/1, they did not pick up until 1/2, which Ed confirmed as well again that I was not notified. This was a big issue as we were out of town until 12/30, and had movers scheduled for certain dates, etc. My belongings set in my driveway without me being able to lay eyes on them to be sure the locks were intact, or be able to monitor them at all as we were out of town. Chantilly has HORRIBLE customer services. Kuddos to Ed in scheduling however for going above and beyond to try to problem solve and find a solution, which there really was none. Horrible communication by Uhaul local office. I have moved with uhaul and used boxes many times with no issue until we moved to this location. Will never rent from Chantilly again.LEIGH V.
Customer did not leave a comment.Jaehan L.
Our containers arrived early to the warehouse and when I asked if they could be delivered earlier than the scheduled delivery date, they said no which I understood. However, our containers were supposed to be delivered on Saturday Nov. 4th at 9am. I received a call that morning at 8:30am saying there was an issue with the paperwork and we would not be getting our boxes until Monday. We had moving helpers hired and also had other family members coming to help. We had to call everyone immediately and cancel which was a total inconvenience, not to mention that we would be without our belongings for several more days. They knew from the beginning that the containers were to be delivered to Mississippi from Louisiana and should have had the necessary paperwork taken care of.David G.
Customer did not leave a comment.Tricia G.
I was told I had to be waiting at my Uhaul delivery destination between 8am to 12pm with no call from Uhaul beforehand, otherwise my Uhaul pod would be taken back to the storage facility, and my delivery fee would not be returned. I did not live at the destination, and waited for 4 hours in my car in the pouring rain with my toddler daughter, with no update or ETA from Uhaul. Though I kept calling Uhaul and asking for an updated ETA, they were unable to provide this, saying the driver was "not answering." The Uhaul delivery finally arrived at 1:30pm. I spoke to Uhaul for several days following the delivery, asking for some refund or compensation, as I was told if I was not there during the 4-hour I would lose my delivery charge, and Uhaul was not able to be there during that time. I was told each time that my request would be reviewed and that I would receive a call back within 48 hours. I never received a call back from Uhaul, was still charged the delivery amount in full, and am very disappointed with the service I received from Uhaul.Anne C.
I didn't pick them up or deal directly with this location. Front end of this move went well. The helpers assigned were greatdylan S.
More communication: I did not hear from uhaul until the delivery day.Talha O.
Uhaul staff not knowledgeable of Ubox processing. Uhaul website is user friendly for all other services and vehicles. Ubox (especialy moving help options) was a frustrating process to figure out. Staff re-directed me a few times, but ultimately did not know how to help. I got the help I needed from a local uhaul moving help.Autumn M.
More than adequate number of pads. Boxes could use hold down point.David S.
Customer did not leave a comment.Katherine W.
Customer did not leave a comment.Mingjun W.
would never do the ubox with uhaul again. Lack of communication and no effort to satisfy customers.kathy T.
The first day that the ubox was scheduled to arrive, the facility had not noticed that they needed to disbatch it. I had to call multiple times to find where it was coming from. Once I found the locations phone number, the gentleman named matt advised me that they "might be able to get it out that day, or in the following days". This individual also pretended to be the manager of the site by telling me that he runs all of the locations, and I later found this to be false. It arrived late in the evening that day, after explaining I was promised that delivery date in order for my ubox to arrive in Tennessee on time. The next day, I called multiple times and advised staff I had completed packing it. The individual never told the truck driver. After finally getting ahold of him, he advised he would pick it up later that evening. This meant that I spent two entire days not being able to leave the house, because uhaul requires me to be there for arrival and pick up, and I was told different times through out both days. When the ubox was picked up from my home, no one made me aware it had been picked up. There was no call, or knock at the door. I had been told i needed to sign for it to be taken, so I was fearful all my belongings had been stolen. After leaving a message with the campsite in falling waters which was supposed to pick it up, the employee Matt apologized and did acknowledge that he had taken it without contact. He then signed on my behalf the receipt, and asked for payment information. He explained that they charge the delivery fee and uhaul does not. Upon checking my bank account, I realized I had been double charged $115 by uhaul and that campsite. After staying on the line with customer service for half an hr. I was told that they showed no record of this and it was my fault another company charged me. I explained again that the company hired through uhual had charged me on their own personal account, and that it needed to be looked into. I was also told that their management told the customer service representative not to file my complaint, as it wasn't legitimate. She however did take it. After calling the campsite, in frustration of not having enough money to now get to my fiancÃ© and our new home, they offered to refund it and called uhaul a bunch of untrained idiots. Apparently every problem was due to "uhaul not knowing what they are doing." Once the refund came through, it was for the wrong amount, which infuriated me because I was charged again, to zero out the amount. This meant I was not able to access $150 until the return processed through my bank. My promised delivery date was August 21st which was 2 days after getting keys for my new apartment. When the driver called to schedule the delivery I was told I had been lied to by everyone I had spoken with prior, and that the 21st was impossible. It would be arriving on the 22nd. I had spoken with multiple customer service representatives and the oriLogan L.
Offer more times to drop off the U-Box. I had trouble scheduling my U-Box loading due to a lack of times available.Jonathan V.
The call system in place (where you call your local office, but if no answer, you are transferred to any location or the customer service location in Phoenix) is ineffective. The non-local people don't have the schedules of the drivers or other pertinent information. They don't seem informed. Also, the emails I got from you all were in totally the wrong order and telling me my boxes were scheduled to get there 6 days after they had already arrived. I liked the drivers and boxes, but the communication aspect of the experience was horrible.Lily D.
Customer did not leave a comment.Jessica K.
Keep up the great work. No issues.Omar C.
Maintain the correct schedule. U-box was delivered late and pushed into my vacation schedule.Omar O.
The uhaul box was a day late to drop off and then 6 days late to get picked up. When I called on the phone for 6 days straight I was never able to get ahold of anyone that actually handled the uhaul ubox. I was told every time I spoke with someone for 6 days in a row that "it will definitely will happen today" and then didn't, they would follow up with "I will have that person contact you asap" not once for the 6 days late it sat in the driveway did anyone call. I don't enjoy being lied to consistently, at least u-haul was consistent in something, lying to their customers. While the box sat in the driveway for 6 days straight without anyone calling me, the person that was kind enough to loan me the space to put the box in lost business and money because no one was paying attention at uhaul that it was 6 days late, she assured me that she will never ever use uhaul for anything after this experience. I work in customer service and if I handled my customers in the way that Uhaul treated me I would be jobless. Needless to say that It would be foolish of me to use uhaul for anything ever in the future for I am never using uhaul ever again based on this experience. I bet no one that cares sees this at uhaul and if they do I guarantee that they won't call back. Well uhaul, are you going to do anything about losing 2 customers or are you going to consistently do nothing?bradley S.
Customer did not leave a comment.Krista C.
This experience was horrible. I was never told I could not ship to an apartment, and after that was "fixed", the container went to the wrong location and I had to call 6+ times to even find out that it arrived. I was supposed to get a phone call on the 30th (already a day late) when it arrived... never came. I ended up called 2 seperate times to see if my container came. Both times I was told it had and would be recieving a call when I would be able to come unload, and never recieved one. I called over 5 times July 1st and was transferred to multiple departments just to finally be told it had arrived safely! What a joke. NO ONE could tell me where my box was all day. On the 2nd I finally just went to the location it was said to have been at the whole time (Evanston) and it wasn't even there. It had been shipped to a different location. Two nice employees helped me figure that out and even they weren't 100% sure becasue no one from the other location was contacting them back. I drove there just to check if it was there, and went back later that day to finaly unload it. Horrible experience. I was without my things from June 19th until July 2nd, and I only even got them back because I bothered to call numerous times!mia C.
Overall great service. Would highly recommend to friends.Andrew R.
The Chantilly group was amazing to work with throughout the entire process! Thank youMeagan R.
Edward and Walter were always wonderful and helpful. They immediately got me whatever we needed, with a smile. They were great!!!rose P.
Customer did not leave a comment.Alyse M.
Above expectation on performance if all the employees at the chantilly location. Very proud and satisfied with friendliness and understanding and flexibility we revived from the crew. Thank you for a Great experience. We will definitely recommend this location.alireza K.
Customer did not leave a comment.JOHN U.
The Chantilly branch was great. Edward Dawson was amazing and helped make my moves as painless as possible. Julie also helped schedule and was a pleasure to work with. However, there are a couple things that need improvement. Overall, scheduling was difficult. I called and would get transferred around. First to the uBox team since the regular customer service representatives don't handle the uBox stuff at all. The the uBox team couldn't schedule because only the local branch could schedule. They couldn't transfer me to the local branch or give me a direct phone number, so I would have to leave a message and wait for a call back. My schedule is crazy so would often miss the return call and have to play this phone tag again. Sounds like Julie is the only person at the branch that does this scheduling and depending on her days off, it could be over 24 hours before she would call me back and then if I miss it, would play the ridiculous phone tag. Once I actually spoke to Julie, it was a quick , painless call that took 5 minutes to schedule. I'm also not sure why the first customer service representatives would have to transfer me to the uBox team to tell me I had to work with the local branch. I tried scheduling from my online account, but apparently you do not offer an online scheduler for uBoxes. I also chatted with an online representative, who also referred me to the local branch without a direct way to contact them. Overall, scheduling was a very painful experience. I would recommend centralizing your scheduling system and making it available for all your customer service representatives and making it available online for your customers to see the availability of all your locations and be able to book/block off an appointment. Your lack of a centralized scheduling system made a 5 minute process span over several days. Secondly, I also did not realize that this location did not do truck deliveries on the weekend. In Minnesota, where I initially moved from, they were able to drop off and pick up on the weekend. From my understanding? at this point, each branch is locally owned and operated and there does not seem to be standardization for the hours and/or these standard hours are not clearly called out online when I did my research. I've moved multiple times and it has always ?been on a weekend so not offering a weekend delivery will discouraged me from using uHaul uBoxes in the future. Overall, next time I need to move with storage, I will not be using uHaul uBoxes and would not recommend using uBoxes to my friends or family. Again once things were scheduled and I took time off of work to be available around uHaul's schedule, thing we're great. The people were amazing but it feels like there are not systems in place to make it a seamless process for the employees or the customers and it was not scheduled at my convenience as I had to accommodate uHaul's availability.Tanya B.
customer service needs help. the individuals actually delivering the boxes and picking them up etc. are amazing but the people working the phones are rude and lazyMarissa H.
Never using again. Recommend the same to others as well. Terrible service all around.jonathan B.
Top to bottom a service nightmare. Don't ever use uboxes for a move, period.David C.
You lied as too the cost of my move. I contracted to move from Fredericksburg, VA to Frisco, NC. You sent my things to New Bern, NC and held my things hostage until I paid another $850 that made a total of more that $2,000. A far cry from the initial $1300 you said it would cost. You took advantage of an elder disabled vet...shame on you. I will be going to the Better Business Bureau.Lynda D.
Customer did not leave a comment.Donald Z.
Loved the trailer-box alternative.Douglas G.
Location overall is good but I just need someplace closer to where i live.COLETTE F.
Customer service is the best! EVERYONE was so polite, responsive and timely! I don't think I've ever had such great customer service! Great job U-Haul!Nancy K.
Loaded UBox on trailer results in very heavy tongue weight. I suppose you designed it that way to allow loading while unhitched but it makes it very hard to move the trailer slightly to hitch-up.Paul S.
There were problems with scheduling both initial drop off of boxes, and a few months later setting up delivery of them on the other end. This was not due to the Chantilly location staff, but rather your poor apparent ability to communicate scheduled drop-offs and pick-ups to the actual people handling the delivery. This happened on both ends - I called the 800 number to set up initial delivery and the date came and went and after I finally was allowed to talk to the actual Chantilly location person, all was set up with her and went well. When I called to get my boxes delivered to my new location, same thing - this time when I called back the day my boxes did not arrive, I was told that my email address and phone # was incorrect - but these had been correct months earlier, and they were not confirmed by your person scheduling the delivery of my filled boxes or it would have been caught then (plus you record calls so you certainly would have the phone number from caller ID). In addition to causing much consternation on the part of my wife and me, we had scheduled help to unload and move in to our new location - I imagine many of your customers do this - and we had to scramble to reschedule, especially when there was no delivery availability for another week after our scheduled date was missed. You really need to work on this issue with scheduling - do not tell customers they are "all set" when they are not. Your schedulers on the phone need to have a better system of communicating such schedules to the actual delivery folks, or eliminate them and have us call the people who actually do the scheduling directly and eliminate the faÃ§ade of a centralized scheduling operation.steven H.
Customer did not leave a comment.Barbara S.
What you can improve for your next customer is to clone Jimmy Burgess. He was AWESOME! So nice, so friendly and so wonderful. He answered all our questions and was so attentive. The whole experience with the U-Box was great but our interaction with Mr. Jimmy was stupendous!Veronica S.