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Thomas PCustomer 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 tire blew, leaving me stranded on the side of the road for 90 minutes during one of our paid events. So not only did I miss the event, I had to stand and wait while this location figured out what to do. The guy who serviced the trailer was great. Came out to fix it, and I drove away to pick up our items at the event that I missed. On the way back, the same tire blew again. Both times I was on smaller roads and only driving 35 mph. Thankfully, because this was a VERY dangerous situation and I could have crashed. I then waited for 60 minutes on the side of another road while thankfully the same repairman came to fix it. Whoever I spoke to on the phone had ZERO effect as I urged her to take this trailer off line and not rent it to anyone until full repairs were done. She had ZERO reaction.
Douglas WGreat
Isaac RAndrew was very patient and nice to me.
Merceda GGreat services.
Gisele DEverything was easy and great, I didn’t have to wait, the associates helped out. When I returned the trailer, there was a guy at the entrance that waved me through and told me to go park the trailer. But then I got a call the next day saying when was I expecting to return it. So there was some breakdown in communication, but it didn’t affect me. Thank you!
Michaela AThe space is tight to drive thru, my truck was boxed in by a weighted sign and a suburban, my vehicle wasn't brought to me
KANDICE IMy appointment was at 7 AM. I got there at 8:30 AM because I wasn’t feeling well. The young lady checked me in and she had a question for the general manager in which he told her no she’s late so we cannot rent her the van. It was three vans out there. The general manager said to me you either have to make another appointment or find another van at a different location. I said to him. Sir, there’s three vans out there and I was only an hour and a half late however nobody called me to tell me that I was going to lose my spot if I’m not on time I’m further told him it would have been great if someone would have told me that I continued to challenge the general manager in which he was very rude to me after I challenged him he said we can put you in a bigger truck at the same rate and I told him why didn’t you say that at first instead of being so rude to me. This location is close to my storage unit however because I went through what I had to go through I don’t think I’ll be using this location anymore and I’m not recommending anyone either.
Sheila BGreat group working there. Very helpful and courteous.
ANTHONY RReally good customer service
Julio MOnly thing is the passenger side mirror was loose. I had to adjust multiple times.
Douglas OThere is a need to have at least two employees working in the morning. The wait time was alittle long for me.
Victor PNothing; staff was great.
David WTrailer was not clear. Apparently it was use to carry cinder blocks and it was dusty and had some debris from previous user. I had to clean it before using it. Upon returning the unit I was told to stop in the return area and wait for an employee to inspect the unit. That never happened and I was told to drop the unit and they will do the check-in later. I do not like that personally because if there is a damage to the unit after I dropped it it could be blamed on me. I was not comfortable with this but after 15 minutes waiting I had to be someplace else so I left since the employees were just doing other stuff.
jonathan oGreat staff... very helpful. Great pricing, too.
Greg SRecently I rent a track for 3 hours return it with same fuel as had but they charged me for fuel and fuel service fee
MIR SI had a frustrating experience with this U-Haul location, which was surprising because this was my fifth time renting from here, and I’ve never had any issues before. In fact, my previous experiences were always smooth and excellent. This time, I picked up the truck at 2:00 PM and returned it at 6:15 PM. The staff member told me I would receive my receipt by email within 15 minutes. However, when I checked the app later, the rental was still active and my return had not been processed. The next morning at 9:00 AM, I called customer service, but they had no explanation. I had to go back to the office in person to resolve the issue. Unfortunately, there was no apology from the staff. They finally processed the return, but I noticed I was charged an extra $28 for fuel—even though I had already refueled the truck. I then had to wait another 15 minutes for them to correct the mistake and issue a refund. Overall, the lack of communication, delayed processing, and incorrect charges made this a very inconvenient experience—especially compared to my previous positive visits.
Seyed mbetter office facilities
Roy WGreat team
Efford LI left a little first in the trailer and they charged me a cleaning fee when I picked it up it had the same amount t of dirt , you should send me a $40 gift card .
Sean BConsiderably more expensive than close-by facilities with no clear benefit fornthe extra expense. Gates to facility open 24 hrs a day which is convenient, I guess, but makes me concerned about security.
DONNA G | Overall ExperienceVery pleasant customer service. Truck was clean and easy to drive
Ndeye GLocation Manager was very helpful with helping hooking the tow dolly.
nathan jlove to work with the crew....always nice and available.
Troy BIt was an amazing experience
KEVIN CReal nice staff
Galo CJust kind of dropped if off, Very high trust factor from the EE working there. Employee was pleasant and let me park and drop it where I pleased.
James CThe car was definitely not cleaned before I got it. There was no trash in the vehicle but it was sticky and dusty. The gentlemen staffed were very helpful and polite with white glove customer service.
rami sNothing I can think of at this time.
Darrin MThe guys were great and they communicated effectively.
Samaria STrailers are way too expensive to rent!
Rolando RExcellent service and staff
COLIN JUHaul app is easy to use, I really like the experience.
Felix MSubject: Formal Complaint: Fuel Level Discrepancy due to Uneven Parking Surface To whom it may concern, I am writing to formally dispute a fuel charge for my recent rental. This is the second time I have encountered an issue where I am told the fuel tank is not at the required level upon return, despite having refilled it correctly. I personally demonstrated the cause of this discrepancy to the manager on-site. The parking area where the units are kept consists of uneven dirt ground (terracería). To prove this, I placed a level on the rear of the truck, which clearly showed the vehicle was not sitting on a flat surface. This tilt affects the fuel gauge reading, making the tank appear less full than it actually is. I request that this record be updated and any additional fuel charges be waived or refunded, as I have verified that the fuel level matches the pick-up state when the vehicle is on level ground. Thank you for your attention to this matter. Sincerely, Gabriel.
GABRIEL GGreat customer service from Brayan
PORTIA KGeneral Manager Nana Kwabena Baffour-Twumasi did a commendable job but appeared to be the only person working the desk to answer phone calls, address customers in line, and assist customers with equipment pick-up, which seems woefully inadequate, especially on a Saturday morning...
Byron MRental, pick up and return were so easy and customer friendly. U-Haul Germantown was amazingly clean, had a ton of additional needed moving items and the customer service was amazing. 20-foot truck was clean and easy to drive. Would recommend this site to anyone in need of moving services.
ROBERT TThe running lights on the trailer did not work. I got pulled over and luckily just given a warning. I had to turn on the parking lights on the car I was hauling.
JACOB WDon't over charge for more days than I rented.
REGINEL DThe gentlemen named Nana was very professional and knowledgeable. Made a very stressful time much easier!
MILTON ENeed to improve signage for entranceway and traffic pattern (regarding dropping off and departing meeting head on at entrancway) within the compound.
ALFRED TI've used this location for my needs many times and have always been impressed with how easy and efficient the service is. The staff has always been great to work with.
SHEILA APlease 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 WThe 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 MThe 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 InNo 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