The truck I reserved was given to another person so I was assigned a different truck with gas almost on “E”. Upon returning the truck, I place the same amount of gas in the truck as received and was charged a $55 fuel fee. When I provided verification of where the gas hand was upon receiving the truck to the manager, I was told I needed to come back to the store and place another gallon in the truck in order to not be charged the fuel fee. This was a poor response from management and a horrible resolution to the problem. I suggest better management.
Mathias FCustomer Reviews for U-Haul Moving & Storage of Sterling
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.
Excellent customer service.. truly professional. I would highly recommend.
ALPHAEUS MI have been renting trucks for over 20 years from U Haul. The management and workers at this location are fantastic. However, U Haul, as a company, has made it very difficult to do business. It took me 45 minutes to "check-in" and get my truck on Tuesday morning. Total waste of time! GET RID OF THE REMOTE SYSTEM!! I used to be able to walk in with my reservation and be out in 6 minutes. You need people to do this transaction, not cell phones.
MARK MUsing the phone app to pick up proved to be very difficult, it worked, then it didn't work for both picking up and returning, it was more like a nightmare and should be reviewed... If I ever rent again from Uhaul, it won't be done from that crappy app. Good thing the siteeis manned by real people, who was somewhat helpful, but not very helpful as they watched me struggle with picking up and returning my rental, like it was a funny joke or something... Really disappointing, they should have come forward to help, instead of watching me struggle with the app...
Carl CThe trailer I rented had damage to both bumpers including having the raceway for the marking lights ripped off on the passenger side. The cable was exposed and touching the tire and the light was just hanging down the side of the pumper. There were no other trailers to be rented that were 6'x12'. I told the employee that I could not drive a trailer that would obviously not make it to my destination. He was a good kid and really did want to help. He cobbled the wire in place with zip ties. I don't rent from u-haul so I can drag busted up cobbled equipment. Driving +1000 miles worrying the entire time the lights are going to stop working was no fun at all.
JACOB MStaff were hardworking and super attentive. They were busy but kept up with the pace and volume of business
MONICA MStaff is fine, equipment clean/functional. Only issue was the appliance dolly I requested and paid for was not loaded in vehicle upon arrival. As it was a phone pickup outside normal hours, no-one there to assist. 1-800 U Haul or whatever, was helpful, but only local place that could provide wouldn't open for another hour and that threw off my entire schedule. I went without dolly and was later apparently credited for the charge.
Jarrett LThe staff were fantastic!!!! They made everything easy. We had a different location to return the truck & trailer and they were able to change it to their facility to make our experience amazing.
DEBORAH G | Online Move InThank you to secure my well during this period
doh c | Overall ExperienceTruck wasn't where phone app said it was. Had to walk around the property to find it. Lots of ice everywhere, no ice melt or salt so slippery/dangerous. App took a long time to approve me. App said dolly and pads were in the truck. They weren't. Had to find an employee to get them for me. Truck parked so I couldn't take pictures of it that the app needed, so waited around until clear. Total time at U-Haul: about an hour.
Rich AIf you're going to charge customers for gas if the tank isn’t returned completely full then you shouldn’t be giving the truck with only half the gas tank full and then charging when they don’t return it completely full. I filled it to 3/4 after receiving it with only slightly over 1/2 full at pick up and was charged for returning it partially empty, why am I paying for someone else’s gas?
Kajsa CBased off customer service interactions I will actively be advising friends and family to use Lowe’s or Home Depot. Also left a 1 star google review. Absolutely horrendous experience.
MOLLY PStaff was very helpful even when busy. They answered my questions and were able to aid me through the return process even though I did not have a uhaul account to log in and do it myself
Matthew BOMG!! They were fantastic!!!. We were supposed to drop truck off at different location, but they were able to change it to where our storage unit was. WOULD HIGHLY RECOMMEND!!!!
KAREN HI truly appreciate the attentive customer service I received! I will definitely return to this location. Thanks!
TERENCE LRIDICULOUS RENTING PROCESS!!!!!!!!!!!!!!! Had to to self pick up when I’ve selected counter pick up, your app needs work! Had to scan my driver license and do selfie 7 times with your employee standing in front of me doing nothing!!! Unacceptable 30min+ renting process, very frustrating when employee stands and doesn’t nothing while I have to do all the work with prices constantly increasing!!!!!!!!!!!!!!!!!
Stanislav RHaving to sign in using your phone is the worst part of this experience. Instructions are very unclear, the emoyees behind the desk are having to be technical support. Let us check in like normal or clean up your mobile process, it shouldn't take me an hour to check into my reservation.
nick bHorrible customer service. Took an hour to get equipment with bad app. Before it took 20 minutes. Staff wasn't helpful.
Adrian BCheck out process is a nightmare
Richard LEverything was awesome!
MARTIN MI loved working with UHaul. I had booked the truck for 2 days but ended up completing the move in 1 day. Returned the truck after hours and the pricing for everything like daily rent, insurance, additional equipment that was originally charged for 2 days got down by half automatically. Moreover, using the app and uploading all the photos of the everything was really convenient and I didnt have to talk to anyone to complete the transaction
Qasim JCheking gas inthe truck People renting
JOSE SThe service was outstanding however, the truck itself had a maintenance fault for tire pressure monitoring system. I think trucks that are heavy duty should have well-maintained tires and safety systems. That needs to be fixed.
David BDesign better affordable packages
JAMES ZStill waiting to speak to manager. Pick up at 11am didn’t get truck until 245. Several problems with the app. Etc.
kellie hThe way you changed my original pick up location to the vacuum cleaner store that wasn’t open at the requested puck up time really pissed me off! You cost me two hours of packing time!
Doug MThe service from this location was awesome. Friendly, patient and assisted me with hook up and disconnection of my trailer.
JASON Cmore staff
VERONIKARAE MThe location did not tell me that my reservation was not set for their location, sold me an additional reservation and has yet to refund my initial reservation that I did not use. This issue with reservations furthered itself when I tried to return the trailer to the drop off point that was highlighted in the paperwork I was informed it was the incorrect location after I had already dropped it off. I ended up having to call customer service and be transferred twice before the issue was resolved. Extremely disappointed.
Matt NNice service
CARLOS TThey denied any rebate for returning the truck 2 days early. They denied any rebate for not using 200 miles of our allotment.
JEFFREY LNo where to park the truck in a proper spot
Marwa HTruck was given with less than quarter of gas and I was charged for gas and additional service fee even after recharging the gas with same level.
Vivek GVery professional and efficient staff and clean and safe equipment.
JEREMIAH Jmanagement at this location is extremely unprofessional. the manager lets his emotions control his decision making and he targets people based off their emotions. terrible location. will never recommend to anyone who is moving.
Martin GTrailer was in used condition but considering age very useful and tracked well all lights worked
THEODORE YI can't think of anything at this time.
Felisa LAwesome
Mirza SGet rid of the app rental and make it easier for the customer. The app is horrible with all the add ons that pop up and having to input all ur information yourself and then do it again even when you get there and then still have to check out the truck yourself. it is not a good customer experience
Joseph SNot having the customer wait for the equipment for a long period of time and making reservation way ahead of time and at the last minute having to go to 2 different location for the equipment.
Christophe PDROP THE PHONE/REMOTE TRUCK RENTAL PICK UP! I WANT TO TALK WITH A PERSON WHEN I GET MY TRUCK....PLEASE, YOU MAY THINK ITS EASIER BUT IT IS NOT!
MARK MSwift experience. Vehicle was available and ready to be picked up. Happy with the support from the staff at the location
Abraham PI am disappointed in the quality of the vehicle. Soon after pick up the ABS light came on and there was a constant grinding noise from the left front whenever braking. The brakes worked, but apparently I had no ABS and the brakes grinding when applied left me more than confident in the vehicle! Later on my day with the truck, a groaning noise was heard from the front end whenever turning left or right tightly. A friend with me wanted to " park the truck and get another " but we were too far from the location and already had a load in the truck. At the end of the day, on our return trip (50 miles from the rental location) the engine started running rough like it was miss firing and it was making a smell like raw gas indicating to me that it was using more gas than it should have. The experience with the staff and location was very good, but the equipment made me very much less confident in the truck I was driving. Very disappointing that UHaul would put a truck like this out onto the road...
Richard Rexcellent customer service
LENNY CYou don't tell us to fill the vehicle with gas,but charge money,if we don't do.It should not be our responsibility to buy gas to the van after we have being charged before picking up the vehicle,something has to be done about it.
Olusegun CPlease stop charging my credit card for a unit I no longer rent and please return my payment that was wrongfully charged AFTER I moved out thank you.
rainetta s | Overall Experiencenot very helpful staff and told to call corporate for mile adjustment
Kyaw AThe app check in is slow and I did NOT like it the folks at the counter tried to help me but taking pictures of myself and drivers license is stupid when the folks at the counter. Maybe having kisoka would help. Very frustrating
James EExcelente servicio
Marcial AI reserved a pick up truck, but had to use a 10’ van because the truck was unavailable.
Jordan SThe app was glitchy. I think listed someone as emergency contact and having them be called/text is unnecessary and could a violation of someone privacy when moving.
Renee CYou don't need to verify contacts who can vouch before you rent a vehicle. You are wasting our time.
Edward H15 feet small truck consumed 9 gallons of gas with only 50 miles, less than 6 miles/gallon, the truck is over 140,000 miles already
Ben WAirbag light was on
Tehseen KOverall it was a good experience to rent a truck from good location. My only concern was that they did not have a utility dolley for me even though I reserved one. I also checked in online ahead of time, but then had to check in again when I arrived. Once we got the truck though, it was great! No issues with the truck and the return process was very easy.
Jennifer PMuy buen lugar personas amigables y ayudan bastante
HILARY M | Overall ExperienceThe agent was excellent guy. Thank u
GETACHEW BExcelente
jose amade me do it on my phone other locations they did it for me on their system. when i made the reservation it was $59. ended up being $148….
Nick EThe staff was professional and location clean
Elaine SThe people there are not helpful at all. We go there because there is no other alternatives. They are very disrespectful to customers. Very bad experience.
Hailu KWilliam refused to to a counter check out, biggest asshole I've ever met a uhaul, told me use the app or go somewhere else. This guy shouldn't be the face of uhaul. Truck was blocked in he didn't care offered no help just stared at me like he could careless. This guy needs to be fired
Bruce WGreat rentals equipment
JOSE MThis location specifically was fine. My only complaint is that it wasn't very well lit. My issues were with the rental process, which I assume UHaul itself is in charge of. I get the driver's license, but why do you need to send my face through an AI model just so I can rent a van? At least have the option to put down a deposit or something instead of doing that. Some people value their privacy and its frustrating to have to give my face to some unknown entity just so I can rent a van for 2 hours. Also when returning the van with the app, it was annoying to have to essentially inspect the van and take photos for you guys. Isn't that what the uhaul employees should be doing?
Scott DMan encounter wasn't that friendly
CLAYTON KAll good except check engine light was on in the vehicle
Mohamed NMade me waste miles to changed location. Learn how to do logistics U-Haul. You lost a customer. Incompetent, unreasonable, and o er priced ripoff.
Scott TYou all are trying to scam me by saying your vehicles got dented and somehow “was hit”. I laid the truck bed down and loaded furniture on it, there’s literally no way I could hit something without damaging other parts of the truck, and you all are trying to charge me for damage to the vehicle. I’m never coming back here with you guys running scams.
CHARLES WAnswesome team work
Ishola A | First ImpressionsVery good experiences with having a stoarge in this location
AHMED A | First ImpressionsOn the positive side. Staff was very helpful and available when needed. Staff hours are great to address situations when they came up. Area seemed clean and no pests were found . Hours to access the unit and space to maneuver were adequate. On the negative site. Security, got concerned once when I went to access my storage and found another storage unit with lock forced open and cut. I immediate informed the staff. The following day I checked my storage unit and still found the other unit lock cut on the floor (don’t know the outcome after that). The access door to multiple storage units seemed stubborn and it took long time to get addressed (Maintain) Contacted store manager thru phone call then text he never got back to me. To fix and issue about actual unit date of acquirement. Other employees were nevertheless helpful to there extent. Lighting of area can be improved. Units are not lit so users need external light at night.
Mike G | Overall ExperienceWe had mice poop in 5+ boxes from our unite and found a couple mice in one of the boxes. We didn’t have any food in there either. Definitely a nice problem going on there as I noticed bait stations around the building. We used this location as we got a free month of storage, but wish I went somewhere else. I see why it’s free now
Samuel U | Overall ExperienceI asked to speak with corporate after I moved out early and wanted a refund. They not did not assist but were rude. Lot has been vacant for 16 days. Never recommend UHual to anyone again.
Brian W | Overall ExperienceI hope you will be as i expecting
ZOU-SHAAN A | First ImpressionsI truly appreciate your customer service (
ISHMAIL K | Overall ExperienceStaff did not properly close my account when I informed them that I no longer needing the unit. I was subsequently charged a an extra month of rental fees, to which I am still waiting for reimbursement.
mUBARIK M | Overall ExperienceMoney was taken from my account on Thursday, January 4, 2024 because the person working on Saturday, December 30th neglected to close out my account. That was an inconvenience for me and I definitely did not appreciate it! I’ve never issues with that particular U-haul over the years, that’s why I’ve continued to use that one. Now, I don’t think I’ll ever use that u-haul place again.
Tiffany B | Overall ExperienceThanks very professional staff
Mohammad S | Overall ExperienceMy storage unit was covered in rat droppings, had to throw most of mine and my kids stuff away. Our furniture RUINED! People who work there are horrible and rude! Never in a million years go back!
David W | Overall ExperienceI would give an excellent rating, however the app shows that I "paid $219.90" for the unit, when in fact it was a free 1-month rental and I paid $0.00. So I have some concern that this may show up as a future charge with my bank. Plus, the compensated amount for one month was $104.95, so I don't know where the U-Haul app is getting the number $219.90. I tried to follow up with the local location, and they said on their end, no amount appeared.
Robert H | Overall ExperienceThe staff immediately responded to me despite having a queue that they would be with me in a moment. They were helpful in offering me choices to determine the best storage solution. The facility was clean and maintained. When I cleared my personal property the process was hassle free. All staff were courteous and professional. Much recommended.
DAVID S | Overall ExperienceThe manager and district manager of the Dulles location are amazing. They both worked with me to allow me to clean the storage unit out that was infested with rats, as we tried to salvage anything worth keeping. They also held the unit so we could file a claim after an extended time because we had to go to Florida to take care of our daughter's family who was hit by a semi-truck. Thank you so much.
clarence w | Overall ExperienceThey have always been helpful, no matter what my needs are
jeffrey M | First ImpressionsFast!!
GINA D | First ImpressionsHi, My name is Mohammad , And the team was very helpful and very professional thank you so much ,
Mohammad S | First ImpressionsVery good 👍🏿 job
MOHAMEDALI T | First ImpressionsEasy, straightforward, no stress.
ALEXANDER G | Overall ExperienceI arrived to the storage unit at which point the guy working advised that I was not able to move in online because there was no unit available in the size I needed. He then proceeded to take his sweet time trying to figure out what to do, called another location, etc. After a few minutes the other woman working advised him of an open unit. He did something on the computer and said “you can check in online now”. Once I confirmed I was able to he didn’t advise where the unit was, provide a map of the property, or offer any other assistance. I have rented storage units from U-Haul in the past but this one thus far has been the least helpful.
Justis M | Online Move InYou guys are great. Always helpful and friendly. The only place I go for rental trucks or storage units.
JOHN L | First ImpressionsGreat service and wonderful staff thank you
DAVID Q | Overall ExperienceI was happy with our experience. Friendly operators were calm when dealing with a busy lot. There were (empty) rat traps in our storage unit when we opened it, which was a little concerning, but the unit was otherwise clean and ready for move in.
ALEXANDER G | Online Move InGood services
yimi C | First ImpressionsI've been using U-HAUL storage for over 15 years. Just like last week, the u-haul staff use unprofessional language and treat their customers very disrespectfully. Yes, our company has never missed a usage fee. Of course, it pays automatically until last April 09. The staff said they would prosecute me. Several times while I was at work, a woman and a man were very annoying on the phone/703-437-3404 and asked me to give out my credit card number right away. I couldn't trust them and call the company card number over the phone. Naturally, I immediately entered my autopay credit card back online. After that, the same young male employee called again and threatened to prosecute me if I did not give them my card number right away. (I went to the office after work to check my face and asked for my name. I-haul companies really need to train their staff on how to treat customers, and if this is the case with others, I strongly recommend sending them a letter rather than talking on the phone.
INTERNATIONAL T | First ImpressionsNo one communicated no one cared, and the parking lot was always packed. No overnight parking allowed and they rape you on rates.
DAVID E | Overall ExperienceHave used this specific location in the past and never had issues. This last time had to throw away leather furniture and bed mattresses due to mice droppings and we found a dead mouse in the unit. Very disappointed and will be sending photos to corporate because throwing away thousands of dollars is not acceptable.
Irvine R | Overall ExperienceVery good customer service!
PRINCESOLOMON A | First ImpressionsAccess to my storage was blocked by their vans and trucks. I had to struggle to empty my garage
Abdullah A | Overall ExperienceMuy satisfecho hasta el momento
Henry P | First ImpressionsYeah, very good customer service I love it
Jose F | Overall ExperienceGreat customer service and friendly staff.
Severin Y | First ImpressionsRats are a big problem here. Had to throw away away all of my belongings after 1 month of renting a storage unit due to the rat infestation.
Jasmine R | Overall ExperienceThe staff at the location on West Ox Road in Sterling Virginia is the best. They are very professional!
YVETTEALETA J | Overall ExperienceThe service here was completely horrible from the very first day here with this site, the staff is never on the same page they don’t know what they are talking about the manger is rude and and they called me a month straight after moving out and kept saying I owe them money for an empty storage unit
Sean G | Overall ExperienceVery smooth transition
Fuad G | First ImpressionsThis service was great and the Spanish speaker was very helpful
Jose F | First ImpressionsNo lighting in the unit and there were rat droppings around the edges
Molly G | Overall ExperienceUnfortunately, my storage unit was infested with rats. I found out when I went to pick up a few pieces of furniture while 7 months pregnant. I alerted the office and let them know everything in my unit was covered in rat feces and they didn't offer any assistance. I asked if my husband could come and discard of all my furniture in the trash onsite to avoid paying for a moving truck, and they wouldn't allow that. I emailed the manager to alert him of the problem, and asked to stop being charged for the unit under the circumstances, and that I would arrange for movers to come clear my unit and haul everything to a dump (being 7 months pregnant, it wasn't even safe for me to be near the unit with all the rat feces). He never responded to me until close to 4 months later when I finally put a block on Uhaul charges with my cc company. I was finally able to clear out the unit and every piece of furniture is destroyed. I'm very disappointed in the lack of service from the Uhaul office staff, the manager for ignoring all emails regarding the infestation, and the fact that they continued to charge me for the unit. I lost close to $5K all in with the storage fees, cost to move everything to a dump, and the furniture that was ruined.
Chelsea L | Overall ExperienceMuchas gracias 🙏 por su amabilidad. Todo en orden.
MONICAGLADYS A | Overall ExperiencePlease do more to get mice out.
AUGUSTINAM A | Overall ExperienceProof of my dissatisfaction is I ended the storage renting due to your staff's behavior. But that's not enough, I'm a lawyer and I'll sue UHaul if you don't correct the charges you billed me. One of your guys claims to have seen me damage the truck and therefore, charged me 324$ instead of the 34$ or something which I expected. Upon returning the truck earlier than expected, driving less miles...he went out and inspected the truck and told me you can take off...so I took off...but later that day he emailed me a receipt with 324$! He will have to explain to the court, what he meant by "you can leave now, all is okay", and I left after he said this, rather than discuss any damages he might have found. I've sent a complaint to service@uhaul, no response; I'll send a mail to Uhaul CEO this week...and then I'll take up the issue with the court. Uhaul will end up paying more than you took from me. I've used uhaul multiple times, in Texas, in Pittsburgh...this is the first time I got such disservice, and I'm not happy. See you in court if you refund.
Isaac M | Overall ExperienceGreat staff as always
DAVID Q | First ImpressionsMice infested
Jessica A | Overall ExperienceThe Uhaul team is friendly. There response is timely. They meet my needs all the time I get there. It’s hard to tell who the manager is because everyone is ready to work as a team. I must give special recommendation to Benyam. He always ready to do more to meet customer satisfaction.
KELFALA C | Overall ExperienceBen and the staff are super helpful every time I need their services.
BRIANKEITH R | First ImpressionsToo expensive
AUGUSTINAM A | First ImpressionsI know that for safety they made me buy the pot lock there but is their policy. Over all good
Roberto L | Overall Experienceas always excellent
JOSE D | First ImpressionsIt's was grate
COMINISTRAYA A | First ImpressionsVery friendly people. The manager is very nice and understanding
Adja N | Overall Experiencethank you Was Nice time
Mohamed A | Overall ExperienceEl horario de ingreso es limitado y cobran por 25/7 muy malo
Behiran P | First Impressions