They charged me $400 for cleaning fee and damages for no reason. Truck was left with good condition and there were no damages. When called, the person was not able to explain the charges and gave me a number for his supervisor and supervisor number was no reply. Is this some kind of a game? Please refund my $350. This is the first time I had this kind of problem with Uhaul in last 25 years.
Badal GCustomer Reviews for U-Haul of Falls Church
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.
I was impressed with how well this location is organized. It has been years since I’ve rented a truck. It is nice to see they have adopted the customer friendly practices of rental car companies regarding online reservations and paperless drop-off.
Jack JExcellent customer service. The 9-foot van was very clean and well maintained. Checking out and check in were very easy. If needed, I would use this location again.
Michael ZKind and helpful!
Hector NFix the ignition on the truck. Make it clear where to get supplies if they are not in the truck.
Roger WCustomer parking
Mehroos AYou have the best people in the world working there in Kathy and Joshua. THE BEST EVER!!!!!!!!!!! For real!!!
Mark gasking the customer to use your broken app to check in equipment. doing your job should come with a salary. not only are you being cheap, the irony is you're spending more on a software devs. where did your c-suite get their mba's a tier one school or were they just legacy admissions to an ivy?
STEPHEN KMy son had used the Falls Church location before!
Beth SCustomer service reps. were very helpful- I highly recommend this location.
Joe OJerrel went above and beyond and gave me a friendly, courteous and professional service.
JEFFREY MThe only issue I had, fuel for the truck was almost empty. Otherwise I had excellent experience
BERHANU WThe interaction with desk staff was still not the best.
AFOLABI OThey need to learn customer service services very, very rude.Her name is tiffany , and she works out of the fed bill u haul on bragg's road in fayetteville nc
yvette jCustomer parking. The app is terrible.
Andrew AThere was a lot of dirt in the trailer. Like dark black potting soil, which got all over my packing blankets. I didn’t look inside until I was already at my destination.
BLAIN BManager was great! Good attitude, very helpful. Employee on duty for return was also helpful, polite and friendly.
Michael SThe two gentlemen who helped me were superb: Mr. Ashley-Wynn made check-in smooth, and Mr. Jerell S made return even smoother! Outstanding.
Jonathan CSimplified process for pick up and payment would be amazing!
VALERIE SI picked up the vehicle which only had 1/4 tank of gas, I returned the vehicle with exactly the same amount of gas but was charged for gas and a gas fee. I rented a u-haul less than a year ago with no issues at all. Maybe don’t sacrifice honest customer service for optimized profits. I would never use your service again if I had the option. Congratulations.
JASON RA little bit of a stressful location. I know everyone's busy, so I guess I'm not surprised. But even when I've been super busy at work, I've been polite to customers. The staff just seemed stressed or maybe even annoyed at the amount of customers they have to interact with. Transactions ultimately got done, but I think some customers left feeling like the woman behind the counter thought they were stupid.
Lori SAll I can say is fast and competent. I have always liked this facility and their staff.
SPENCER JEverybody was super friendly and professional. I was impressed with the ease of check in and check out. I would recommend this location to a friend. Well-run operation.
David MGas was below 1/8 of the tank when I picked up. So I had to get gas right away. Then when I returned vehicle, they charged for 2 gallons which was not right!
SRINIVAS BUhaul app picked out the wrong vehicle and there was no way to remediate changes in the pickup process. The local staff tried hard to figure the issue out but the android/iOS application is poorly developed and cannot anticipate how rentals need to go.
Philip FThe return policy was not clear. I was made to return from Washington DC to Falls Church in order to return the van, causing major discomfort and extra charges.
nikhil bThe sign in process to secure the truck was challenging, even the wonderful person who helped was challenged to figure out the process. The phone number did not populate correctly and it was difficult to figure out the solution. We did after 30 minutes... I would like to recognize the efforts of the uhaul team member who assisted us, he was great!!
Valerie SFront desk attendant and the person who went and got my truck were both incredibly helpful and friendly. It was the best and most seamless u-haul experience I've had. 10/10 recommend!
Maria VNo blankets were provided in the truck that I reserved (even though I paid for them).
Brian HThere was an issue with the furniture dollies, the utility dolly and the furniture pads that we reserved online, they were out. I feel that is more of an issue with the online than the store. Even with that issue the staff, especially Jasmine were awesome. Great people
Christopher HTruck was not at the location I originally requested. I had to drive to a location further away to pick up the truck. The person who I interacted with at the location was rude and clearly did not want to assist a white male.
John NGreat customer service, location, and access for me. Have used this location many times - mostly for trailer rental.
James PPerfect experience. Guy at the desk was professional and tremendously helpful. Highly recommend!
Peter BSend the message (about what information is needed at the time of picking up the vehicle) earlier.
Frederick JI made an online reservation for this location. At the time of picking up the truck I was informed that my reservation was actually for the Vienna location. How that happened? Only Uhaul knows! Then I spent over an hour getting a truck. This location forces customers do steps that are not required at other stores. Truck was low in fuel, had issues with both doors. Driver door got locked and was unable to get in or get out. Passanger side was faulty as well, and seemed like had been damaged and not fixed. Now I will have to spend time recovering charges related to the suspicious Vienna scheme! Way to go Uhaul!
BLANCA Pme gusto mucho
Carlos MWent from a guaranteed trailer rental, to the location being closed, to a changed pick up location, without my consent, to a cancelled reservation to finally picking it up. I will not be renting from UHaul anytime soon. On a side note, I would drop Blue Mountain Group Inc in Sterling VA, they are not doing anything for the UHaul name, except making it worse.
NICHOLAS SNot very helpful beyond saying use self check in. Put everything in computer the day before only having to reenter at the rental place.
RYAN JDrop off was a breeze. Staff were efficient and friendly.
Daniel SExceptional customer service and friendly staff! Trailer was in excellent condition, too.
Larisa WTerrible customer service. Bad attitude from the woman , she refused to offer counter service, and rudely told me. “use the app before asking her for any keys “. The truck had no fuel in it and made me late for my appointment.
Michall GThere was another costumers car parked in front of my van rental. Had to go a track down a staff member who wasn’t in the office and let her know I was stuck. She said we would be right there, but at least 15 minutes go by with no help. Had to go to her a second time for them to get the customer to more their car out of the way.
Peter GI did a night drop off and it was easy to do.
KASEY AWas informed the site had no Furniture Dolly upon arrival
Robert BVery rude worker Kathy
VLADIMIR KDrop-off was fast and easy! Person there disconnected the trailer and made it so easy for me!
Sally Pvery easy pick up and drop off and very helpful staff!
William KKudos to Cathy at the Falls Church location! Very professional, knowledgeable, and helpful
Matthew WThe first people that I dealt with was excellent very nice very understanding overall very nice people blessed when I dropped the trailer off the lady that’s at the front desk is very rude. She literally threw me out of the store and locked the door behind me. I felt I was treated like a dog. I told her that the equipment didn’t work and the ramp wouldn’t come down for the car trailer she told me call roadside assistance. I told her I called roadside assistance and no one didn’t pick up so I brought it back not to get charged for an extra day. I would like someone to call me back 404-668-2539. I will not deal with that lady in the front again Again I’m telling you the first people I dealt with the day I got the car trailer was excellent. The next day when I returned it, the woman at the front desk was a nightmare. She treated me like a dog please if someone can call me that would be great.
ARCHIE MI found it very frustrating that the FC office couldn't tell me where the return office was from your system. I had to drive an hour out of my way to return the trailer. If I had known this I would have brought the trailer back to FC and saved $100 plus my time! Grrr
DONNA CI did not appreciate the unfriendly attitude of the lady who was checking me in before her colleague took over. Obviously, she expected that every customer would be savvy with UHaul app/QR code check-in procedure. I was not. She asked me for my cell phone to help me. I declined to part with my phone. And she became upset.
AFOLABI OThe whole team was so amazing! They legit saved the day for us!
Rebek KGenerally all the cargo vans are clean inside, but the last 2 times I tented the windshield inside had streaks on the glass. Just needed to be cleaned better. Also it woukd be nice to have a bench or chairs to sit in while waiting to be picked up after returning a rental. Staff at this location is highly friendly, knowledgeable and professional!
NANG SGreat service
Rod GAwesome staff!
Moe SStaff was helpful and made drop off quick and easy.
DONALD GEverything was great, there was only one problem: the car was very old, and it would have trouble if you shifted gears.
Iusif MI'm a long-time and frequent renter from U-Haul. The Online Check-in system that has been in use for the last few years is an absolute failure for your company. It is cumbersome and redundant and your on-site staff has to patiently shepherd people through a process that is DEMONSTRABLY SLOWER than it used to be. It forces me to ask if I REALLY need to rent a truck, knowing the time it's going to take get the truck off your lot. Please find a way to give your local staff an option to do this in person--they are WAY faster. Have your execs go and try and rent a truck and see if they'd like to fire the techs who came up with this by the time they're finished--your customers would certainly like to.
David GNo comments for improvements. But the young woman who checked me in, the young gentleman who brought me my truck and the gentleman who received my truck during the returning process were all phenomenal. I wish I remembered all of their names so they'd know I appreciate all of them.
Jodie WVery good customer service
Craig BRegistration process is ridiculous. Staff at desk should be able to have a form to complete and be done with it. Automated system is tone consuming, frustrating and makes me think twice about renting again.
Louis LThe location was excellent, customer service was excellent. The van did not work well, it was dangerous - rear-view camera did not work, cruise control did not work, steering stabilization stopped working, and dashboard electrical outlet did not work
Brian CThis is the nicest, friendliest and the most helpful staff I have worked with in all my Uhaul transactions. 👍
Russell LIt rained most of my return trip and unbeknownst to me there was a small leak on the bottom passenger side that I did see when it rented it.
David MThe web based check in process is all but unusable. I had to try many times before I could get a picture uploaded of my drivers license. Additionally, the verification process is nutty. Why can I rent a car in 5 minutes, or a truck from Home Depot, without having to make sure my friends are standing by for a phone call, but I have to jump through these multiple reference hoops to rent a truck for a day? This rental was for a business use for a large ($3.0B) company and yet I had to stand around waiting on references to answer the phone.....Crazy. The person working the counter was very helpful btw - it was the process not the person I am unhappy with. Next time I'll just get a truck from Home Depot. It's easier and costs about the same.
CARL WGreat customer service
JUAN C