The staff was nice but the truck was in bad condition. It needed shocks in a desperate way (it was bouncing all over the road) and the blower motor was dead so there was no heat or AC.
Michael NCustomer 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.
Electrical con ection was taped together. Trailer was fine but tail light was working intermittently. My truck warning light (right indicator out) only came on after we packed and on the road.
James MA bit understaffed as the wait times were long. Lots of confusion about using the app for checkout
GEOFFREY WOverall good. Major complaint was the reservation / checkout experience - it took way too long. Their wasn't a line, but had to use their online system and wait for a centralized manual review (even though i was in the office).
Zack BHave enough hand carts and furniture covers. Keep the locals from gathering around the outside of the building. It portrays a very negative appearance to the business. Jasmine was a great customer service Rep. She deserves a raise. She was very fast, professional, a great problem solved, never complained and was hustling!
Teresa RI have used this Uhaul location several times and I've always had a great experience.
CATHERINE LConvinient
RICO BI would like the service to be a little faster for pick up thank you 🙏
Seebert TTERRIBLE EXPERIENCE! Reserved a bunch of dolleys and none were available, so I had to BUY one.
Matthew LVery easy to deal with and friendly, especially given how busy and how rude some of the customers were. Nnamdi and Ms. Jasmine did an awesome job 😃! Would recommend you all to everyone. Keep up the great work.
Jon BAlways a pleasure!
Brad HYour team was flawless.
paul wAll auto check in which was good but would be better if someone around to help and answer questions
Lawrence SSend the final papers on time
ENRIQUE PKey for the vehicle reserved, was not available. Called customer support. After a 20 minute wait, got a CSR who was able to switch vehicles. At that point everything went great. The CSR was a lifesaver.
Douglas SIn and out very quickly
Bjarne Ipublish the mileage rate for one way rentals. I ended up taking back roads to save miles, a more direct route, but hwy driving would have been easier but a few miles longer. Since it wasnt obvious to me I probably took the harder route only to save a few dollars.
Bruce JThe driver seat wasn't going back even after trying hard so had less room to sit.
VIVEKANANDA RThe woman and man who were the Customer Services Reps, (the same ones were on duty when i picked up my rental and when I returned it), were outstanding. Helpful, courteous, knowledgeable, just superlative in every way.
John SI didn't understand why I was forced to use self service, especially when I didn't select it as an option. In total it took me 30 minutes to check in since my reservation did not qualify for self service
Fransisco YMake sure that the trucks are ready at the time of the reservation.
Madeline DThe truck I booked wasn't there. Instead, I was given a huge one that had too much space = problems with fixating the luggage, was harder to drive, consumed more fuel, and was more expensive in regard to tolls. So, overall I lost money because of this unwanted "upgrade". The utility dolly that I booked wasn't there as well, and I had to book it at the destination and lose time to pick it. Finally, I returned the truck a whole day before the scheduled time and was charged $20 for doing it after hours.
Andrei KThe truck engine light were on and reported to manager team for full refund. they act like it was not there problem and stead charge us. .Never again we will your equipment or recommend a person to rent equipment.
HOWARD DI can’t say enough on this location, crew members were great, but the manager of location did speak to him , but needs a way for people with older technology to be able to rent trucks from u haul . Every one does not have a smart phone , and quiet frankly don’t want one with all of the things going on about hacking your phone, Just saying it took us 45 minutes to go through your well oiled app that you all have , paper, pencil worked all those years before!
David WTires on the trailer were nearly 20 PSI under pressure upon pickup, and I was told "oh, it's ok" by the individual who hooked the trailer up. Told him it wasn't ok, it wasn't safe and made him fill the tires. This is now half a dozen times at this location picking up trailers that the tires have been dangerously under pressure. Nothing has changed. Someone needs to address this and ensure all tires are safe upon pickup so I can leave knowing that I'm safe.
Andrew DAttendant Krystal very cooperative
eduardo gAll fine
Victor HI called in advance to make a reservation, I was the system was down and I had to go their in person or reserve online. I get there to do a in-persin reservation but I was told they can't do it. It has to be done online only. Your business is renting vehicles yet you can't process a customer request and it has to be done online?
Farid HNo Place to sit while waiting, no drink machines and no air conditioning.
STEVE JSelf service check out options was very inconvenient and had to go so much verification process, feel like we trying to steel the truck , had waited more than 45 minutes to rent this van , I was about to cancel the order , there are should be options that can rent with the representative, most inconvenient process I have ever seen to rent the minivan, I do not even feel to rent again if I have to go through this process again
Pio FComplete overhaul of your online reservation and truck pick up process. Took me over 25 minutes working through the online truck pick up process. And the staff only stepped in at the end to help. I'm going to Penske or Enterprise for future rentals.
Greg MCheck in was rough. Very rough.
Paul KThe truck functioned well, it was just a bit best up
Spencer SThe staff at this location was amazing. When I was there it was really busy. The only thing I would suggest is an additional front counter person.
Robert CThe customer service is very poorly in Haul on 1107 W Broad St Falls Church, VA 22046. There is young man looking Latino with a lot of tattoos in his body.! he is very disrespectful and rude. That location needs IA. It will provide better customer service…!
Karina RThe service was fantastic from the local providers. However, UHaul corporate did not provide sufficient information to me ahead of time regarding the identity verification requirements. This needs to be remedied in the messaging you provide to customers. I checked in prior to picking up the vehicle but when I arrived I was informed that I needed to verify my identity through a code sent to my gmail account and a photo ID. This information was not provided in the booking instructions. This is dangerous and unacceptable business practice that puts its customers at risk. I was not able to pick up the vehicle with my GOVERNMENT issued photo ID (real ID). This is absolutely unacceptable given that Uhaul added another layer of identity verification that is more strict than widely acceptable government documentation. I plan to contact UHaul corporate and get in touch with my elected representatives to stop this predatory business practice.
James PWhen I reserved the truck, I reserved a furniture, dolly and a utility dolly. When I picked up the truck, no furniture dolly was available. I believe if I reserve something weeks or a month in advance, one should be set aside and on the truck for me since I had a reservation. But someone coming in off the street, with no reservation, has priority over my reservation. When I asked the young woman working behind the desk, I believe her name was Maria, if the fee for the furniture, dolly was removed from my Bill. She acted surprised that I would want something removed from my bill that I wasn’t getting. When I stopped by the store later that day to get a lock, the gentleman at the counter said that the charge had not been removed from my reservation that the morning clerk must have forgotten. How convenient.
ou AThe young lady at the counter (sorry I didn't get her name) was VERY competent, friendly, and HUGELY helpful. Just exactly the type of person who should be the 1st point of contact for customers, I was very impressed. I was in and out,as a walk in (no reservation) in under 15 minutes. On a Sunday, at the end of the month. Y'all did great, but the bar is set high for my next Uhaul rental!! ;)
Jason PSantos
Santos AThe location falsified the mileage on the vehicle when it was returned.
Ryan CThe tank was 1/2 full when I got it. I drove 44 mile and returned it and was charged $60 for gas. I think they charged me to fill up the tank completely.
Marc BThe U-Haul staff at the Falls Church location were outstanding. The were very knowledgeable, accommodating and patient walking me through the entire process. Thank you.
MICHAEL SGreat
Kristina NI’m sure the online reservation and check in work for those who are familiar with the app. Being my first experience with this system over the conventional process I found it a pain in the ass and frustrating process. I did get through it with assistance of a helpful U-Haul employee. Possibly my next experience will be better however I’m not looking forward to my next U-Haul rental.
ROBERT WKeep up the good work!
SEYOUM AFirst time renting a 10ft truck instead a cargo van I regularly rent for my floral business. The particular truck did not feel entirely safe -- 1. It made a grinding noise once the engine started. 2. Both driver and passenger doors were very hard to close. 3. Front left bumper was damaged as was the bottom right driver seat panel when I received the truck. 4. Most disturbingly, there was no light inside light in the cabin or back of truck! Made it very difficult to see when loading and unloading at night. Would never rent this truck again.
NANG SThis rental was 2 for 2 on not being ready for my reservation. Both were booked about 2 weeks in advance. Both times there were problems checking me out.
STEVEN WThe website to log in after making the reservation was the toughest part. There were three other customers in the store having issues. The customer service was awesome and very helpful to navigate us through
Christopher BDon’t completely forget to do your job? No equipment was ready at pick up, ruined my day and delayed my move by several hours
CODY WCrew in Falls Church charged me for gas even though I had the same amount in the tank as the truck had when I picked it up. Very annoying.
Mike SThis wasn't my drop off location
JOSEPH BPersonnel were very nice.
JEFFREY SThe Staff made it easy to pick up and turn in the vehicle. It is always a pleasure to visit the UHaul on Broad Street in Falls Church, VA.
MARTIN JBlack mold in store. Truck low on gas. Charged for more services than disclosed and services not received.
Kimberly BThe UHAUL "APP" experience SUCKS ❗️ It is slow and poorly designed ❗️ I will go to PENSKE before I have two ENDURE that shtty APP experience again ❗️
hamilton pThe pick up was stressful because the store was so crowded. The employee was excellent, but there was a long line, and the store should have had more staff.
Lauren BAll the staff at this location was very friendly and professional. They managed the rush while I was there and exceeded my service needs and requests. I appreciate their assistance, thank you. - Frank
Frank WIt took forever to pick up the rental.
Albert CGreat customer service.
JUAN C