Customer Reviews for U-Haul Moving & Storage of Germantown

1,377 reviews

19525 Waters Rd   Germantown, MD 20874
(Intersection of Waters Rd and Waterford Hills Blvd)

(240) 751-4529

Location Hours

  • Mon-Thur: 7 am - 7 pm
  • Fri: 7 am - 8 pm
  • Sat: 7 am - 7 pm
  • Sun: 9 am - 5 pm
Special Operating Hours
  • 11/25/2021: 7:00 am - 3:00 pm

Services at this Location:

Contact Us

(240) 751-4529

19525 Waters Rd
Germantown, MD 20874
(Intersection of Waters Rd and Waterford Hills Blvd)

Services at this Location:

Location Hours

  • Mon-Thur: 7 am - 7 pm
  • Fri: 7 am - 8 pm
  • Sat: 7 am - 7 pm
  • Sun: 9 am - 5 pm
Special Operating Hours
  • 11/25/2021: 7:00 am - 3:00 pm
  • Free towing inspection
  • 24 hour customer return

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.

Overall Rating:

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Rating:
1.0

Customer did not leave a comment.

Hailey E. 
Rating:
4.0

Clearer entrance signs to the location and designated parking area

Rachel E. 
Rating:
2.0

Charged me for 2 gallons of gas even though I returned it with more gas than when I picked it up. It was only $7 so by the time I saw the link in my email it was not worth the time and aggravation of trying to fight it (which Zimbabwean sure is why they did it).

JAMES S. 
Rating:
5.0

Excellent experience simple and easy. Whoever helped me was helpful and professional too, sorry I don't remember his name.

Kelelle C. 
Rating:
5.0

The vehicle was awful and l would not recommend this vehicle on the road. It a shaky one and drive horribly. It's not safe at all. I almost returned this after leaving the rental facility but l realized l was going to waste time exchanging it. This car needs a lot of work before driving

Godfred A. 
Rating:
5.0

Customer did not leave a comment.

Alieu J. 
Rating:
5.0

I had great experience with the customer service and the vehicle. Keep it up the great work. Thanks

Eyasu H. 
Rating:
2.0

The lady who was behind the desk she was very very rude. She seems to hate this job even the customers. I'll never come back to this location.

GUSTAVO R. 
Rating:
5.0

Customer did not leave a comment.

David W. 
Rating:
4.0

Customer did not leave a comment.

Abel R.  |  Overall Experience 
Rating:
4.0

Next time I would like to check the gas tank with the agent. I was cheated with gas charges that are not supposed to figure on my bill. I added gas over the limit from where I took it.

JOSEPH A. 
Rating:
5.0

Customer did not leave a comment.

Karen N. 
Rating:
5.0

The manager who helped me was fabulous! He explained I needed electrical to my hitch, gave me a number, and helped me set it all up. He explained everything. He was so lovely! I want to buy this hitch!

Rebecca G. 
Rating:
4.0

Customer did not leave a comment.

Dolores H.  |  First Impressions 
Rating:
5.0

Good job

JOSE S. 
Rating:
1.0

The truck's mileage wasn't correct I had to adjust that in your app. The location closed 10 minutes early so I had to go through the entire process of self-checking in which by the way I should be paid for or at least get a discount for using as it takes over 10 minutes to do. And now I have mystery charges on my card that were not explained and I have no idea what they're for this is the second time I've had this problem at this location I won't ever use them again recommend nobody else do. And I'm fairly disappointed with the entire process that U-Haul puts you through now I don't think there are any options because of Rider not doing personal rentals anymore and I'm sure that's why your customer service has fallen into the crapper. Next time I'll just pay somebody else to use their truck instead of renting hopefully more people will choose this option as well and you will start realizing that customer service is important.

JEFFREY TODD R. 
Rating:
1.0

Normally, I have no problems with UHaul equipment. But this time, the 26 foot truck that I rented was way past its maintenance interval. Shortly after I started driving, various brake and ABS dashboard lights went on and off every few minutes. Later in the trip, it got way worse, with red flashing lights and beeping alarms coming on regarding the brakes. I had to stop several times and turn off the engine to reset the warnings. Finally, the temperature gage said that the truck was overheating. So I stopped and spent almost an hour diagnosing the problem, until it turned out that the gauge was faulty. Clearly, the dashboard had multiple electronic problems. A very stressful and unpleasant experience on a busy highway....

IVAN V. 
Rating:
5.0

Customer did not leave a comment.

YUNG P. 
Rating:
1.0

Worst experience ever. I had ordered pickup via phone but still I had to go inside the U-haul store to get the keys. I had to wait for 20 minutes as there was no one inside the store. The truck I had rented was not clean and the sun visor on the driver side was broken which was hazardous and accident-prone. I would like to demand for a refund of my payment for pathetic services.

Saurin K. 
Rating:
3.0

Needs designated parking

Jacob R. 
Rating:
5.0

Good customer service

Ibrahima B. 
Rating:
5.0

Customer did not leave a comment.

Bryan O. 
Rating:
5.0

Excellent customer service

ANGELA P. 
Rating:
5.0

Excellent customer service! The best!

Ana T. 
Rating:
5.0

Customer did not leave a comment.

DAVID B. 
Rating:
5.0

Customer did not leave a comment.

David B. 
Rating:
5.0

Nda was very Help and explin every thing

mANSOUR A. 
Rating:
4.0

Customer did not leave a comment.

EDWARD E. 
Rating:
2.0

Customer did not leave a comment.

GABY B. 
Rating:
5.0

Customer did not leave a comment.

GORDON W. 
Rating:
5.0

Service was fantastic. I got my trailer right away and the person there helped me put it on my car. Returning was great too. Someone directed and helped me backed up the trailer into the right spot. I didn't even have to go inside to do the return. Very happy with overall service!

Helena C. 
Rating:
4.0

no comments

Sung K. 
Rating:
5.0

Neda is a great retail representative for U-Haul. Helpful, polite and extremely accomodating. Because of her I will continue to use Water St when necessary.

Mark S. 
Rating:
5.0

Customer did not leave a comment.

Igor T. 
Rating:
5.0

Muy rápido el servicio , amables .

Alex C. 
Rating:
5.0

Your location and workers teem are the best thanks so much am so glad to refer your location

LIDIA M. 
Rating:
1.0

Horrible customer service. The manager at shift, he was an absolutely rude person.

Carlos D. 
Rating:
5.0

Truck was old and difficult to brake.

MICHEAL Y. 
Rating:
5.0

Everything was great!

Tonya J. 
Rating:
5.0

All Good!

ROBERT B. 
Rating:
4.0

Customer did not leave a comment.

Keyvan F. 
Rating:
5.0

Customer did not leave a comment.

MANUEL S. 
Rating:
3.0

The service was good but I did bit appreciate the fact despite Montgomery county mandate and the sign on the door, they were not enforcing the mask mandate.

ROBERT B. 
Rating:
5.0

Customer did not leave a comment.

JARON G. 
Rating:
5.0

Customer did not leave a comment.

JENNY R. 
Rating:
5.0

This isn't a improvement but more of a praise. I loved how when the location I was originally supposed to pick up from was closed at the time of my reservation and called u-haul. they immediately got me the same truck at another location and it was extremely convenient. Will 100% be using uhaul again in the future.

Caitlin H. 
Rating:
5.0

Customer did not leave a comment.

BLAIR L. 
Rating:
5.0

The online check-in/checkout is so convenient and appreciated especially during COVID times. It was so easy and user friendly guiding step by step. Thank you for making this possible!

Carolyn B. 
Rating:
5.0

I love this place Very friendly and helpful Been renting for years from them

JOAN A. 
Rating:
4.0

When I start the cargo van it was required maintenance after that I drove after 40 minutes van required driver need rest , I don't know what's going on with that van.

BHUBAN P. 
Rating:
4.0

Customer did not leave a comment.

Abena M. 
Rating:
3.0

I'm not sure why I was charged an extra $7 out of $10 when I returned 11 out of 12 furniture pads/blankets. I spoke to the gentleman at return and let him know and he said ok. Smh

Kelle J. 
Rating:
5.0

Customer did not leave a comment.

Quanfei Z. 
Rating:
5.0

Neda was AWESOME and such a sweetheart! :-). She was very professional and helpful to all my needs and I will definitely recommend this location to all of my friends. Truly a diamond in a hidden location.

Zina W. 
Rating:
5.0

Customer did not leave a comment.

BUSSAPANEE P. 
Rating:
4.0

Customer did not leave a comment.

VICKIE B. 
Rating:
1.0

The truck was not in the located area and i could not find it, the key did not turn finally called the 24 hour service and they never picked up, finally got truck to start after 1 hour 20 mins later.. horrible

Silvia E M. 
Rating:
3.0

Offer car dollys that fit low profile cars

Nabil A. 
Rating:
3.0

Rep was friendly, helpful and informative.

Irvin N. 
Rating:
5.0

Customer did not leave a comment.

Heidi G. 
Rating:
5.0

Customer did not leave a comment.

Carolina K. 
Rating:
4.0

No one checked the lock on the sliding door in the back of the truck. It didn't work. Luckily, the office had another one to give me. Suggest that the office do a more thorough inspection beforehand.

THOMAS C. 
Rating:
5.0

Both of the representatives were professional and helpful. Parking there is a bit tricky so maybe get a larger lot so it is easier for clients to hitch up to the trailers. Not a lot of space there.

David S. 
Rating:
5.0

The UHaul on site Rep was instrumental in helping me determine the correct equipment for my purposes. He was fast, courteous and efficient. He had a good working knowledge of what to use for certain purposes. Thank you !! Gary

GARY S. 
Rating:
5.0

I was a bit apprehensive about hooking up, pulling, and returning, but Zach was great! Explained everything, hooked up the trailer to my hitch, went through a nice safety check, and helped on the return unhitching. Next time I rent, I will be less nervous. The trailer's braking system worked great,, nothing damaged inside, and pulling it was painless. Pulling a 6x12 cargo trailer on the capital beltway, in rush hour, I'll never get comfortable with that! I'll plan my route to avoid that next time.

Curtis D. 
Rating:
4.0

Customer did not leave a comment.

LINDEN G. 
Rating:
5.0

My original reservations were with a different location. I was contacted just before my reservation time to be informed that there was a conflict, despite the fact that the online reservation system didn't show that. I would caution against relying on this system and call the U-Haul location to confirm that the van will be available.

Nathaniel A. 
Rating:
5.0

Customer did not leave a comment.

Yanira G. 
Rating:
5.0

Customer did not leave a comment.

Jamie B. 
Rating:
5.0

Excellent customer service.

FORREST M. 
Rating:
1.0

The guy he charge me only for two hours after the time I have to return he charge other day even he don't let meet used the whole day because he call me I have to return because another costumer all ready reserved means he stole my money for extra day

David T. 
Rating:
4.0

The seats were very dirty with pet hairs and foot crumbs

Aaron W. 
Rating:
5.0

Customer did not leave a comment.

Barbara S. 
Rating:
5.0

Customer did not leave a comment.

Edwin E. 
Rating:
5.0

Customer did not leave a comment.

sara V.  |  Online Move In 
Rating:
5.0

Customer did not leave a comment.

Gwendolyn B. 
Rating:
5.0

Customer did not leave a comment.

MAMOUDOU S. 
Rating:
5.0

Customer did not leave a comment.

Gwendolyn B. 
Rating:
1.0

Picked up a truck from the Germantown, MD location. The truck did not have AC and uhaul did not make any attempt to make the situation right.

Ali A. 
Rating:
4.0

When I went to my original location the truck was not there and we were delayed by about an hour while on hold with Uhaul support waiting on where to go next. The hold times could stand to be improved as well as the guarantee, considering that it wasn't fulfilled.

RISHABH K. 
Rating:
5.0

Customer did not leave a comment.

Carlos C. 
Rating:
1.0

Dolly not included and checkin process was terrible with a customer service agent transferring me back to the end of the line when I told her my problem. Absolute trash. Your app didn't work during the rental pickup because I was more than 30 mins late for a SELF SERVICE PICKUP

William R. 
Rating:
5.0

I had my truck rental moved twice because of rental unavailable. But your team new how much pressure this was putting on my wife and I arranged for a better outcome. Thank you

Andre B. 
Rating:
5.0

The staff we extremely helpful and nice!

EVITA S. 
Rating:
5.0

Neda was amazing. She was friendly and so helpful when we picked up and dropped off the Van. It was the first time I rented a cargo van and she made the experience easy. Sometimes as as a female when you do something like rent a moving truck associated as a male activity it can be a bad experience but this was not the case thanks to the staff at this location.

Kimberly H. 
Rating:
5.0

I had a great experience renting the truck at this location. At first, I ran into some technical problem with the truck, and I could not get on hold with the road side assistance department to help me; but I went the next day to the store to return the truck, the manager was really nice, kind and understanding. He not only helped me with a different truck; but he also gave me extension until the next day. In addition he helped adjust the price for better accommodations. I will definitely recommend this store. Thank you for your kindness

Mame D. 
Rating:
3.0

The key to the first truck I got didn't work. Had to get a second truck. Location knew about the problem but had given me the truck anyway. Billing problem - I returned the truck was the same amount of gas as when I rented it. But because it was on a hill they thought I hadn't bought enough gas and charged me. Only because I analyzed the bill before I left the office were they able to adjust. I'm guessing that most people don't even notice this kind of overcharge.

THOMAS C. 
Rating:
5.0

Customer did not leave a comment.

Kobena e.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Charles R. 
Rating:
2.0

Customer did not leave a comment.

GREGORY M. 
Rating:
5.0

Availability of hand truck

Marco G. 
Rating:
5.0

Customer did not leave a comment.

STANLEY J. 
Rating:
5.0

The cargo truck was clean and new and the rep was pleasant, efficient, and very helpful (for example, one of my tires was low on air and she helped fill it). I suggest getting a digital pump for your tires.

TERENCE K. 
Rating:
5.0

Nothing, great experience and customer service!

Julie P. 
Rating:
3.0

Customer did not leave a comment.

Ata E. 
Rating:
4.0

Customer did not leave a comment.

James W.  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

JASON S. 
Rating:
5.0

You guys were great! Thanks

OLIVIA A. 
Rating:
5.0

Everything is excellent

MARCIO A. 
Rating:
3.0

Great service by young lady but couldn't get trailer out of facility with out unhooking and manually moving the trailer to get around very tight corner. Hit the chain link fence while being directed around a post before unhitching. Location of car trailers not good,

JAMES H. 
Rating:
4.0

It was the only location that had decent online reviews and the phone was answered. Young lady was pleasant to deal with.

SHEILA B. 
Rating:
5.0

Customer did not leave a comment.

SUBHASH D. 
Rating:
4.0

Customer did not leave a comment.

Raymond F. 
Rating:
5.0

Very professional team.

ERNEST E. 
Rating:
5.0

Customer did not leave a comment.

KEVIN M. 
Rating:
5.0

Customer did not leave a comment.

Lynnea M.  |  Overall Experience 
Rating:
5.0

GREAT PLACE FOR VEHICLE STORAGE AND FOR STORAGE UNITS, VERY CLEAN AND CONNIVANCE

Lee D.  |  Overall Experience 
Rating:
5.0

Very good Customer service, very fast effective and convenient

Abel R.  |  First Impressions 
Rating:
4.0

Customer did not leave a comment.

Prabeen M.  |  First Impressions 
Rating:
5.0

Excellence experience so far.polite, helpful and friendly lady

Serge A.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

Sarah S.  |  First Impressions 
No reviews have been submitted for this location.

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