Please clear snow and ice from sections of the property that customers are required to use. The lock key boxes were dangerous to access as a mountain of snow and ice prevented safe access to the lock boxes to retrieve the key to utilize the rental vehicle. The driving paths of the property were shoveled, unfortunately attention was not given to the area around the lock key boxes.
RONI WCustomer Reviews for U-Haul Moving & Storage of Germantown
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.
The signage outside is misleading. It says to wait with your return and someone will come out. No one did. I had to go inside and notify the staff that I was there. Once inside, they were helpful and took care of me right away.
KIMBERLY BKeep up the excellent customer service!
RICHARD Fbe more proactive with phone calls. They put you on hold forever.
SULAIMAN BA rear view camera would be a must these days. The after hour return location was not at all obvious, I mean the exact parking spot, it should be easier to identify. The included dolly was an annoyance, I did not ask for it, it got into the way often. I expected the ramp to be operated via such mechanism and not by hand. A holder for phones or built-in gps would have been super helpful. I did not find the emergency signal button. No alarm was sounding while backing up. The key-left alarm was not obvious, I thought it was for the cabin a light for which there was no way to turn off, it turned off only after a while on its own.
GERGELY ZTodo bien, buen lugar
HERMES GCharged me for gas after I put gas in it
CHARLES DStaff are friendly and helpful. Superb job!
Jessica LEverything super
JAVIER CYou have a wrong email address.
BRIDGET CGreat service
AUGUSTINE Mservice personal were excellent and helpful. Will use this location again.
RONALD CWhen I rented my space, customer service said that there would be a lock in my space when I move in and if I bring the lock back, I will get a refund of $20. I went to the customer service location at the public storage located at. 12432 middlebrook Rd., Germantown, MD and met the employee working at the location by the name of Adajan Williams, I presented her with my log and requested a refund, she looked in the computer and said that I did not pay for the lock. Therefore, I do not get a refund and at that point, she took my lock and I said no that’s not true because customer service said if I return my lock, I would get a $20 refund, she insisted that I never paid for the lock. I said to her what if I contact customer service when I leave here and customer service say I do get the $20 refund when I return the lock and since you took my lock, I will not have proof of having a lock. She said to me you have 30 days to return the lock and your 30 days have expired and I said how could that be in my move-in date was January 24, 2026, she did not respond therefore at that point I requested that she called customer service right then and there so that we can resolve it, she refused and said she had another customer to take and she wrote down a number and gave it to me, I immediately called customer service while still there and customer service confirmed to her that I was supposed to get the $20 refund in which customer service said that they would escalate this to the district manager and I will be receiving my refund. Adajan made my experience very horrible, and I did not deserve that level of unprofessionalismcustomer service from Public Storage.
SHEILA BThe whole team was wonderful!! They went above and beyond for me
TINA BLack of transparency and communication because of that we end up paying double. I was giving an amount and a different rate that what I ended up paying. We need to have more flexibility to reteurn truck on another location. But o also know why. That is more money to the corporation, but maybe less costumers.
NELVIN SIt was a pleasant flawless experience
TAKISHA CNo major issues. Site was accessible after business hours to return rentals. It was a great experience. Quick and easy.
HsuiChu CThe guy was a jerk straight from the beginning. No good morning. No Hello. Nothing. I had a bag of trash and wanted to throw it away and he immediately yelled, “you can’t throw your trash in my dumpster “! It was 7am and I was picking up a truck from this sight and that’s how it started. I then placed the bag on the ground and headed to the office to rent the truck and this guy yells, “you can’t leave that there”! I yelled back, “I’m taking it in the truck I’m renting from you and told him to back off and stop making demands on me”! It was really ridiculous to be honest. To describe him. African American with an accent. Just so we get the correct person because I don’t care what he looked like, no customer should be treated that way by anyone! Like I said, he was a JERK! Even when I went into office, I was never treated politely, He never said thank you or anything. He didn’t even have the curtesy to show me where the truck was. Here I am a 55 year old guy walking around in the dark trying to find 1 truck out of hundreds! I’m disappointed in this person that he could treat anyone this way! I’m someones father. Is that how he would treat his? Disgraceful and disgusting. I drove away upset that this is what businesses are coming to. I’ll never go back. It really bothered me the entire day. Also, the windshield wipers were old and rotted making driving dangerous. It rained the entire next day.
GARY FI have rented from this location 3 times and plan on a 4th time shortly. The staff is very pleasant and helpful.
MARK GHave more people at the counter so there is less waiting time to get service.
ADRIAN SI had a great experience working with Rosxoe and Daon from We Haul Don't Stall Movers who helped me move. They were super fast and punctual moving my belongings with care. Super friendly, good conversation and overall an incredible experience thank you guys so much for helping me. Don’t look any further for movers.I would definitely recommend them and will be booking again in the future!
Cassandra CThe gentleman that helped me was very nice! Two thumbs up! He worked on December 31, 2025 around 0900 in the morning. Don’t remember his name but he definitely deserves a raise. Thank you!
Damen F | Online Move InMy U-Haul return couldn’t have been any easier. Thank you!!!
Scott WI have now rented trucks from this location several times and the staff is always friendly and helpful. Never had a problem with a truck or the service.
John QGreat service. Easy access!
OLEG KWhat an Excellent location with AMAZING! Staff. I had under estimated my cargo amount, called over to Uhaul with a not everyday question of "do you happen to deliver trailers? I shared my situation with NaNa, who is AMAZING! NaNa, helped me out of my dilemma. He met me at my location less that 10min away from their office, with a trailer & paperwork. I was able to load up and make my journey home. Thank you, NaNa for being you! Thank you Uhaul for the availability.
MARIA LStaff was very friendly and helpful. The truck was very clean and in good condition. I would use them again 100%
Melanie Mamazing experience as always. great representatives. answered all my queries in detail and promptly. no overcharging. bring the mileage rate down for long distances. its very off-putting when travelling large distances. there should be like slabs for miles. so more i travel less is mileage per mile. will encourage me to stay with uhaul rather than looking for other alternatives.
KHALID MSignage telling customers where the entrance to the office was not displayed well.
KEITH RA detailed briefing of step by step process of rental especially for new customers.
kenneth cSet the clock correctly in the cab of the van.
EDWARD JGreat service and attentive customer representatives
Gleisson SMake sure side mirrors are tightened. It is not safe to have to physically reach out to adjust the side mirror while driving.
GMARSNOH DExcellent customer service!
CATALINA RGosh, everything exceeded my expectations.
GARY SGreat cx service!
NOLAN GThe first issue was the amount of gas indicated on the initial report was 1/4 of tank overstated. Had I not checked, I would have been responsible for the additional gas expense. They insisted on holding funds from my account for 50 miles of travel which was largely overstated since we only put 9 miles on the truck. The funds are on hold and I do not have access the funds. Overall, it was a very disappointing experience. I will go elsewhere in the future if there is a need for a rental.
MIGUEL FNothin everything good
JOSE GThe young lady did not give clear directions and i was left unsure what to do, but eventually figured it out.
SHAWN BLocation is great and convenient for what I wanted. They need more toy haulers though
Nabil AThis trailer was not clean, and I had to broom it out to use. More importantly I discovered that the door was not closing properly due to a bent upper hinge. I did not discover this until I was fully loaded and did not have the time or energy or secure place to unload in order to exchange the trailer for a fully functioning one. I had to straighten the hinge in order to close the door tightly. On checkout your employee was only concerned with connecting the lights and did not review the rest of the trailer.
ROBERT NEverything is perfect at this location!
maria lThe only thing I didn't like was that the attendant called me the next day when I was still in possession of the equipment and told me that it would already be rented after 24 hours of use, in my opinion an unforeseen event can happen and pass this time what would also be computed on my invoice without any problem, that was my only complaint.
ADILSON FPark the vehicles a little further away from each other so taking verification pictures during check-in
JONATHAN MKeep the same two guys employed there. The were knowable about the equipment. Most of all they had the patience of Jobe with me. Perfect gentlemen.
Shelia NThe front staff member who helped me was very helpful, but I was informed that I could return the equipment one hour late without any extra fee. However, I was still charged for three full days. Additionally, the equipment was already damaged, with scratches all over the truck. I even recorded the staff member confirming that I could return it an hour late at no cost. I’m requesting a review of these charges and the situation, as I feel misled by the information provided.
CARLOS CThe young man working in the office was extremely helpful and very professional!
JULIO LCharging for cleaning is excessive. The truck was cleaner when I dropped it off than when I got it.
MICHAEL OReally good and professional costumer attention... Easy to find location..
NOE FGreat customer service, fast and friendly pickup. Quick and efficient equipment return. Using the app was a big time saver. Would recommend UHaul and this specific location to anyone looking rent a truck.
PETER SA excellent rental experience.
YUXIN TThe process and availability were excellent. The service was great. My only complaint is that when documenting the mileage, especially when customers are paying per mile, it should be accurate to what the customer drove. Nothing more. I had a mile added to the front end and another on the back end. $2 per customer, for every 100 customers, you would have stolen $200.
MARITZA ANANA, the manager was GREAT. I rented a toy trailer. Pefect. Very nice.
JOHN DGood
RICHARD KNever would I recommend the waters street location in Germantown MD. I put a deposit down on 1/5/25 of $120.00 When I got to the store both employees denied me putting down the deposit then charged me another $126.00. Both of them lied and yes I got really really angry. Obviously the must have found out that I did put down the deposit and refunded me $50.00. No I did not use the truck. They kept $200.00 because I got really really really angry. And I mean angry. Yes im sorry for my destruction. But it doesn't make sense when my account has a debit twice for uhaul.
BEVERLY SNo comment
Estelle A | First ImpressionsOk
ELIE K | Overall Experiencepoorly salted road, there was ice everywhere while we were trying to move in . super unsafe. unit door also doesn’t close all the way, i’m very concerned that my belongings won’t be protected from weather and animalS.
Amaya g | First ImpressionsJulia is wonderful lady helping and advise👍👍
Robert C | Overall ExperienceJulio was very good while I was at the office. Gongratulation
Oswaldo P | First ImpressionsThank you Julia, for working with me & making it possible for me to move on. Have a great day. Anne Taylor
ann t | Overall ExperienceI did not feel that this storage facility is secure. ANybody can come in and out anytime and the gates are not secured
Anabelle M | Overall ExperiencePrice was right. I was a little disappointed with the way in which we were told that our contracts would not be renewed. No notice. Only a letter giving us a finite amount of time to move our vehicles.
DARYL P | Overall ExperienceHorrible! I was informed on 12/23 that I could no longer park my car where it had been parking for almost a year! The employee said he sent a letter warning me, but sent it to the wrong address!!!! christmas eve and me looking for a new place to park my work car! Worst Bad experience!
Gabriel B | Overall ExperienceAbove and beyond. Thank you
Kyon M | Overall ExperienceVery good service I like it thank you
CARLOS M | Overall ExperienceI stored my motorhome on the U-haul lot. It was damaged 3 times, twice by other vehicles, once apparently by an individual. It had to be towed after the last incident. The help I got from the general manager and the MCP (marketing company president) in trying to identify the party who caused the damage was insufficient. My email and phone calls were not returned. When I made contact with the general manager, I was given conflicting information about the availability of security camera footage. I was told it was available and being reviewed, shortly before I was told that no camera footage was available. This led to my lack of trust in management. All other staff were very friendly and tried to be helpful.
Donald S | Overall ExperienceGREAT PLACE FOR VEHICLE STORAGE AND FOR STORAGE UNITS, VERY CLEAN AND CONNIVANCE
Lee D | Overall ExperienceVery good Customer service, very fast effective and convenient
Abel R | First ImpressionsExcellence experience so far.polite, helpful and friendly lady
Serge A | First ImpressionsGreat service
tom b | Overall ExperienceThere was always cars and trailer in the way around my storage unit
Fabian J | Overall ExperienceThank you Uhaul for everything. Zero complaints. You made our move easy peasy!
Justin R | Overall ExperienceBecause the rental units access is open, Not having security access controls makes keeping valuables is not as safe.
Jose W | Overall ExperienceDaniel was the most professional Uhaul employee I’ve ever met and I’ve used Uhaul plenty of times over the years with my Military Moves. He was helpful professional and caring. I appreciate you Uhaul!
Justin R | First ImpressionsFortunately I used two locks because one was cut off. I was told that this was the first time that happened.
Claude M | Overall ExperienceGreat staff and very helpful. I had access to vehicles and storage making life so convenient.
Ossie W | Overall ExperienceThe storage wasn’t very organized as there are parked trailers everywhere and office location and bathroom weren’t clear
Ali B | Overall ExperienceEverything was perfect
LFDI L | Overall ExperienceThey do an excellent job there. Always on time, on point and very professional.
Roger T | Overall Experience