Excellent service with great equipment. Thank you for your service.
lawrence vCustomer 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.
The employees seem to not be helpful as he stated everything is a QR code . Do online and all he did was give me the keys and and told me which truck it was and said take pictures and go . Truck sounded like it needed power steering fluid . And always went to towing mode on start up . So I just documented everything.
Michael CCheck-in was interminable. Forcing me to use an app while I'm standing at a counter is not customer friendly.
Haig EThe "head guy" in the office, Joesph, could not been more efficent, helpful, pleasant and FRIENDLY!!! He wouln't let me even consider helping him connect the trailer. His demour also rubbed off on the rest of the team, as when I retunred the trailer, the gentleman in the lot was just as friendly and helpful. These are the empolyees that ANY business would love to have.
Richard WTires on trailer, again, were below safe pressure, with 1 tire on the trailer at 20psi. Then, despite rejecting insurance, it was somehow added to the contract, which was not caught until returning the trailer and seeing the final invoice. The location was unable to assist in removing the charge, forcing me to call corporate above. Team is nice, but continued issues with tires upon pickup are concerning.
Andrew DDeana keeps the office working. On two occasions, I’ve run into staff that does not want to help customers (me) and keep referring people to the app while they are sitting in front of a computer. The app itself has been inconsistent. It is not intuitive and it is slow. Upshot, this is now the third time I’ve used this location and the third time I’ve been impressed with Deana keeping the store running. Please reward her appropriately
GEORGE SCould not have been easier
Richard AQuick and helpful. In and out in under 5 minutes!
Kevin HFrom the time of pick up to the time of drop off the entire experience was a five star excellence.
James LI was assessed an unfair and unexpected “cleaning fee.” I returned the van with a clean cabin. This experience colors my rental experience.
Daniel LLeft turn signal was out
Michael JThey made me pay for damage the truck already had. That's not right.
ANTONIO FYour app is terrible
MARINTHAREBECCA MMust be new management. Most efficient and competent I have seen the crew since going there over last few years. Well done!
Jeffrey NMore agents
John mExcellent service and easy to deliver.
Lynn RQuick, only took a few hours and I booked my appointment the day before! Didn’t wait long for drop off or pick up!
JUSTIN TThe mechanic was very pleasant and helpful but it didn’t seem as if they were set up for this type of operation
MICHAEL GW everything worked out perfectly
michael mI reserved this truck in person at a location and still had to do a very aggravating check-in process on my phone by scanning a QR code on the door when there were plenty of employees that could’ve helped me on the computer the overall process from walking in with a reservation without people ahead of me took over 20 minutes plus having to walk around the truck and take pictures in the app of the truck. It held me up during my process. I was never worn. It would take such a long time to actually pick the truck up and get on my way while I had a moving crew waiting for me. You need to go back to in person assistance at the counter and shorten the checkout time.
john mCrew at this location were friendly and extremely helpful. They were staff out in the yard to help return my trailer and made sure I received all the help I needed.
James TMoving things can always get a little crazy especially trying to coordinate something in the last moment from a unit to a home in the same day! I have used U-Haul in the past so I decided to give it another try again. I was very happy I did so because it facilitated so much my move yesterday, especially for a last minute pickup / drop off. Definitely would recommend to family & friends! Many thanks to the entire U-haul Team for taking good care of me overall; greatly appreciate it!
Milcah MGreat
Raza MBest U-Haul I’ve ever been to
Seth GGreat customer service. Employees were very friendly and helpful
Kolleen KSuper helpful staff person. I mentioned maintenance issue to him. Fyi
JOHN MThe vehicle was fine and was at basically empty tank i did fill it I paid 200 and something and after i returned the keys They want me to spend my money for i dont know why (170)
Ruvis MFriend professional staff
Eugene SDiana provided exceptional customer service. I returned the rented vehicle and wanted some form of confirmation since the app wasn’t working. The two men working at the front desk tried to shoe me away saying it would take at least 20 min and I should just trust them. Hearing this, Diana stepped in, inspected the truck and told me what the final price was. Kudos to her. Please give her some sort of bonus.
George SKeep up the good work. Store was clean and nice, and the trailer I reserved was ready for me when I came to pick it up.
Michael RI talked with Jasmine the night before pick-up. She was so kind and helpful. Picked up the next day without issue. The vehicle was very low on fuel and I had a low fuel warning which was annoying! Truck was clean and in good shape. The staff, Joshua was great upon return in making sure I didnt get charged for the pads that we didn't pick up. Well done guys! Wish your mileage charges weren't so high, though. Did I have a triple A discount that I missed?
Amyn MThe truck only had a quarter tank of gas, requiring us to fill up on an already tight moving schedule. Pick up was chaotic and there were no clear instructions. I wouldn’t recommend this location.
Julianne FI did not interact with these location except to drop off my truck and equipment after hours.
Alex TNice your location is in a busy section of Falls Church, VA. Maybe a parking structure would serve better.
LINDAGRIFFIN Mit was crowded no big deal to me but one more employee wouldnt hurt
neal oExcellent staff. Awesome service. Overall exceeded expectations. UHAUL the Best.
Sudhir POutstanding. Staff was over-run with last minute customers. However, representatives were able to effectively assist all in a short amount of time.
Ngoc TStaff was friendly and extremely helpful.
John TRidged interaction, did not provide items requested for the move, and I was too far away to come back.
Nicholas Cgot charged for the wrong mileage. Equipment was not clean, I had to wait at the location for it to clean and get ready.
Ajay SMy issue was not with either location. It is with whoever messed up my contract and confused mine with another causing me to call support not once but twice in order to get it straightened out.
Larry BThe kind & helpful staff made this Uhaul stand out from many others I've been to in the DMV. Great location, while a slightly more accessible entry would be great
GIANLUCA PLower the price please
TAJ SThe lady at the counter wasn't willing to help meat all. She for me to do the rental on line. And had a very rude attitude
TODD MI’ve had issues with this U-Haul location before but today was exceptional. All staff was amazing, responsive, and helpful. Great stuff!
MICHAEL GOverall, this was a very disappointing/worst experience with the service provided. From the outset, the process was frustrating. The mobile truck pickup experience was particularly poor. Additionally, the office environment was too hot, I couldn't stand for a minute to ask questions. It seems that U-Haul may not prioritize customer satisfaction due to a lack of competition in the market. The time I got to the truck I was too frustrated and angry. I believe the entire system requires significant improvements.
Arash SNo improvements needed. That place is running like a smooth, oiled machine.
Mark GAll of the staff were friendly and very helpful! The trucks were clean and well-maintained.
Justin MThe van was provided on empty and not having site parking is inconvenient for rental pickups
Richard LI had a very frustrating U-Haul experience and was overcharged due to an error that was not mine. The previous renter apparently did not submit a full odometer photo, and because of that, I was charged for fuel and mileage that belonged to them. My actual use should have been approximately 15 miles with no fuel charge. Instead, I was charged for 85 miles and 4 gallons of fuel at $22, more than doubling what I should have been charged. This should have been caught before the vehicle was rented to me, not passed on to the next customer. I should not have to pay for another renter’s missing documentation or U-Haul’s failure to verify the odometer and fuel level before releasing the vehicle. I am requesting that U-Haul review the rental records, correct the mileage and fuel charges, and refund the overcharge. The process needs better oversight so customers are not penalized for someone else’s mistake.
Heidi SJasmin and the entire crew at this location were amazing. Friendly and helpful, I couldn't have asked for a better experience.
Boris CEasy to drop off .
Rachel CThis was one of the most infuriating customer service experiences I’ve ever had. I specifically made a reservation where you check in at the counter and are supposed to be helped by an employee, because it was my first time using U-Haul. However, the employee behind the counter absolutely could not be bothered. He just pointed to a QR code and told me to figure it out myself. I struggled to do this (your login system repeatedly failed to actually send me the verification code needed to log in), and when I asked him to just help me he straight up refused, giving me just a vacant stare. When I eventually got in online, and showed him the reservation, he told me to find a key on a wall behind him. I looked and eventually concluded the key was not there, and when I again asked for his help, he looked me up and down and said the enigmatic phrase, “You’re an interesting fellow.” What??? Then he just told me the key would be outside in the car, and told me where to find it. Going outside, I went to the car he told me, and luckily encountered another employee , who took one look at my reservation and said I’ll pull your van up, and moments later I was on my way. Returning the van I had basically the same experience. The guy behind the counter refusing to do literally anything, and I was left trying to check the van back in with a dying phone, and then I found the other employee and he said just pull the van up and leave the keys on the seat. I really can’t understand what the guy’s issue was. I don’t know if he was on drugs or is just a hopelessly brain rotted Gen Z’er. But I’ve never felt compelled by any experience to leave a bad review for a specific employee until now. This guy does not belong in any job where he is required to deal with the public, or perhaps other human beings at all.
Harrison CVery smooth, easy pick up process with the app. Returned it in an hour and easy process for after! Well done with the convenience!
Jennifer CThe staff were mostly friendly but we had to chase them down in the yard because no one was in the office to help us. The one guy in the office was on the phone and left without addressing anyone waiting in line. Overall a decent experience, clearly they were busy but annoyed we had to wait to get helped.
Brandon HI didn’t speak with or interact with anyone as I dropped off after hours
Kathryn LDuring pickup, please provide clear verbal and written instructions for drop off—where to leave/park the truck upon return, that you need to return truck via app and need to take lots of photos before dropping off keys at the counter. When I dropped off the truck, the reception area was full of customers and the staff were overwhelmed. I was confused about what needed to be done and dropped off the keys before realizing that I had to check in the truck and take lots of photos via app. This made an already tiring moving day unnecessarily more stressful!
Natalya SMy experience with the service was good, thank you.
Jose QNo issues with return - guy working there was VERY friendly and helpful
Gregory SNo esta bien todo
Jorge JUhaul changed my drop off location to this site. They did not allow mobile return. I was told where to park the truck and that they would email me a receipt in 15 minutes. I did not receive the receipt and it still showed up as an active reservation through the next morning. When I tried calling the location the call went to central Uhaul representative. I called twice that day checking but no one could contact anyone. I called the next morning and finally received the close out at around 8:20. This was very stressful and hard to deal with while trying to finish up a long move. I've used Uhaul a lot and this is not normal.
DONNA CLots of confusion when checking in to get the truck. Very frustrating since I submitted all the information on line to "speed up" my transaction, only to do it all over again once I got there. Even the UHaul staff was complaining about it. Many customers there with me saying the same4 thing. You need a better app or process!
James RGreat staff and easy drop off...definitely would return in the future.
Michael PI was given a 35 year old trailer. It broke down 45 minutes from my destination. That trailer should never have been put back into service. When the tire was removed the hub and axle were clearly rusty and in need of replacement.
Adam KI had a very disappointing experience at this U-Haul location. I walked in to rent a truck, but the location itself was extremely dirty and poorly maintained. The employee working there told me I had to make my reservation online instead of helping me in person. It seemed like he didn’t want to assist because he was wearing AirPods and listening to music the entire time. Rather than providing customer service, he just directed me to do everything myself. Because the cell service inside was poor and the internet was very slow, it took me about 35 minutes to complete the reservation online. The whole experience was frustrating and felt like a waste of time. I expected much better customer service from U-Haul
Ali SI had an incredibly disappointing experience with the U-Haul location in Falls Church. We were told we would receive a credit, but later they claimed we owed money instead and charged my card anyway. The entire situation was confusing, frustrating, and handled very poorly. Because of the unauthorized charge, I reported it as fraud to my bank. Customer service was unhelpful and did not resolve the issue. Based on my experience, I would not recommend renting from this location. I encourage others to carefully review their paperwork and monitor their accounts if they choose to do business here.
Shauna H