Customer Reviews for U-Haul of Falls Church

Rating:

4.0

eqequipment was good, staff was helpful

Rating:

5.0

Very professional staff !

Rating:

5.0

A++++ Took good care of me

Rating:

3.0

The lady at the counter was very rude and unhelpful. The crew outside was friendly and efficient. The truck was brand new and very clean.

Rating:

5.0

Hire or schedule more staff. This location was very busy and the staff were working extremely hard, literally running, to service all of the customers that had arrived at the same time. The staff needed maybe just one more person to support the volume there without undue pressure

Rating:

5.0

The app worked pretty well. you team was efficient and helpful.

Rating:

3.0

Despite the sweltering heat inside the U-Haul store (not sure why there was no AC), the woman working on Thursday the 28th at around 5 pm stayed calm and dealt with 5+ customers at the same time and by herself. She should be commended but she should not have to work in those conditions, extreme heat and by herself.

Rating:

3.0

Personnel not as friendly or attentive as should be. Didn’t give info about using the truck or how to work certain features. Overall smooth return

Rating:

3.0

The items were not well stocked. Nit enough store employees. Employees very polite but busy. The reservation process is confusing, time consuming and not user friendly. The process is time consuming. I was over charged for equipment I didn’t use and almost couldn’t tell by codes on encrypted receipts. The location was average, but the “U-Haul experience” was awful!

Rating:

2.0

They have to improve customer service a lot, some workers serve you as if they are talking to a person on the street and not as a customer.

Rating:

3.0

Have equipment in truck when preordered and not to have the trucks blocked in so it takes an hour to get out when all we should have to do is pick up the keys. Also not sure why my quote was doubled after I drove half the miles I estimated. I got locked in a storage unit and wasn’t able to return the truck within the estimated time but was turned in first thing in the morning g

Rating:

1.0

Brandon was extremely helpful on site and saved my experience. Kathy was not helpful and ultimately it seems like most customers are just expected to use the app to complete their service. I reserved a truck online with full guarantee and arrived to find out i did not have a truck. I had movers at my apartment being paid by the hour while UHaul could not provide a truck. Brandon was able to find a truck for me but he warned me it would not drive well. The truck's battery died and I had to jump it in order to complete my trip. I will probably never use UHaul again.

Rating:

4.0

Guys in the yard hustled

Rating:

5.0

GM Brandon is a great person who is awesome at his job

Rating:

3.0

They called me two days after I dropped the vehicle off asking where the truck was.

Rating:

1.0

I was given a truck that had 1/4 full tank of gas. When I dropped it off a a one way rental in Pittsburgh with 1/4 tank of gas and showed the attendant the photo fo the fuel gauge, they still charged me to fill it up. The check engine light came on in the vehicle. Terrible in every aspect

Rating:

5.0

Great staff. So helpful both before and during our rental!!

Rating:

5.0

Great customer service from check in to drop off! Van was easy to drive, up to date technology and in great condition. Highly recommend!

Rating:

4.0

Staff is friendly and helpful. Lots of trucks available

Rating:

3.0

The staff at this location are excellent. The location itself and how difficult it is to find parking, pickup equipment, and return equipment is very poor. There is literally nothing that Uhaul can do to improve this process because space is so limited and congested. It's a reflection of the town in which it's located, not the service or people servicing customers.

Rating:

5.0

The check-in process in the app has some delays in it. Otherwise, it was very user friendly and a simple process.

Rating:

1.0

Onsite customer service rep was unhelpful and rude. Man before me was berated by her for thinking he could just walk in and get a truck without a reservation - she was incredibly rude to him for no reason and he rolled his eyes when he walked passed us. She then yelled to the line (all two of us) to tell us to scan in vs. talk to her initially. My wife made the reservation in my name and due to her phone number vs. mine (a simple issue that should not break down the process), the scan was not working for me. Despite my having a reservation number to give Cathy, she rudely told me she could not/would not help me (message: you are not my problem if the QR code won't work for you). At that same time, another U-Haul rep came it from outside and yelled for another guy to move his car (yelled, nothing courteous about his approach). Cathy the Customer service rep finally helped me secure the reservation (after telling me initially it was impossible) and, when I pointed out nicely when it was all done that she was neither welcoming nor solutoins-focused, she acted like she did me a favor b/c she was supposedly not allowed to help secure my van unless I did it on my own via the website (read: "I helped you so I'm free to be rude abou it!"). Adding insult to injury, Cathy never asked me if I wanted to pay extra for the safetrip coverage, and instead she just tacked on that $30 extra charge without my approval and I only figured that out later. Bottom line: not the first time at this location customer service rep treats customers w/open disdain simply for asking questions or when the Uhaul technology is not working intuitively. Feels like they don't like their jobs and customers are nothing but a pain to them. Cannot imagine she would have acted this way had a corporate rep been onsite to hear it all. Next time we'll use Budget.

Rating:

5.0

This is a good location.

Rating:

1.0

I rented the U-Haul truck for a one-day rental on the morning of Tuesday, August 12, 2025 at 8:00 AM and returned the truck the afternoon of August 12, 2025 at 4:00 PM. When I returned the truck, the U-Haul representative took the truck to process the return and said that I would receive a receipt of the rental. I was surprised to see the bill for my one-day rental totaled $461.66. After reviewing the receipt, I saw multiple inconsistencies / discrepancies. Specifically, the receipt showed the truck returned on August 15, 2025 at 8:42 AM. Again, I was shocked to see this since I returned the truck on August 12, 2025 and my wife picked me up at U-Haul. After further review of the receipt, the mileage was totally not correct. In fact, it was lower than what I had taken a picture of the odometer when I picked up the truck. Apparently, the truck was not processed in like the U-Haul representative stated that it would be. Again, my wife picked-me-up from the U-Haul store when I turned the truck in on the afternoon of August 12, 2025 around 4:00 pm. Additionally, I was not even in town on Friday, August 15, so it would have been totally impossible for me to return a truck on that day. Not sure what happened, but it appears the U-Haul never process me out as communicated to me directly and apparently provided the truck to someone else without processing me out. The U-Haul internal processes completed failed and place me a risk with the error made by the U-Haul representative. Having just returned home from Baltimore, MD, I stopped by the U-Haul office to seek a remedy and adjustment, but the U-Haul representative (Kathy) in the office stated that she could not do anything and that I would have to talk to the manager (Brandon). The receipt shows that I was over charged at least $326.40 for the additional days since I never used the truck and returned it same day on August 12, 2025. I plan to follow-up with the U-Haul store manager since the U-Haul representative in the office could not assist me. I can be reached on my mobile at 571-244-6724 or emailed at anickle@verizon.net.

Rating:

4.0

Could use more staff

Rating:

5.0

Check-in and return team were fantastic - this is the best location I’ve utilized, and I’ve had to rent many trucks. The team is great!!!

Rating:

5.0

Very nice and pleasant. I love I feel I can trust them when your trying to move.

Rating:

5.0

The representative was knowledgeable and very helpful and advised that the truck just needed to be returned with the same amount of gas at drop off and to take a photo of the dash as proof which I did.

Rating:

5.0

Eliminate the verification process or at least streamline it so that it’s not dependent upon friends of the renter to be available when the vehicle is being picked up.

Rating:

2.0

Hitch install was supposed to be completed while I waited and they were going to text me when it was ready. Four hours later, I had to call to check and went through multiple phone messages before getting to a person who could tell me my car was ready. On pickup, staff was unhelpful. The only staff member available was arguing with another customer ahead of me. When she was done brushing him off, she still ignored me. I had to repeatedly ask for help. When I finally got help, she demanded I sign the electronic signature pad, and acted irritated when I asked what I was signing. Took a long time to get my key and paperwork. I assume the installation job was done right, I haven't had a chance to test it yet. It looks fine. On drop off, it was difficult to get attention too. The check-in stations are awkward and hidden and no one volunteers to help - you have to walk to the end to see if someone is there and ask for their help, and they act like you're an annoyance not a customer.

Rating:

5.0

Easy install and pick up.

Rating:

5.0

New trucks. The one I rent was very well mantained but too old

Rating:

3.0

The cab interior was in pretty clean shape. The exterior had some dings but was generally ok. The interior of the truck had zero comfort amenities. I haven't seen hand crank windows in 30 years. Time to upgrade the fleet to something a little more comfortable. The staff here was horrible. There was one woman who was doing everything (slowly) and then six people in UHaul shirts standing around doing very little of anything. Then, they could not find the truck on the lot that had been assigned to me by the system. It would seem to me you could eliminate three positions and pay the front (customer-facing) staff a little more so they are motivated to provide good customer service.

Rating:

1.0

Not necessary attitude by staff. Slow movement with customers. Screaming at people who desperately plan to move and use your trucks. I would never get truck from you We don’t owe you anything bedside giving you business. The lady seemed like she is doing a favour For us giving us a truck. If I was not in need i would just walk away. Close that location. Slow people with crappy attitude. We will not use you ever again. I felt I was trapped and scammed by your online booking.

Rating:

5.0

The checkin process was slow and felt disorganized, but the end result was great.

Rating:

1.0

Hire people that want to work and help clients. Employees have a really bad attitude. Call center was really good and helpful. The truck was good. Employees at the location are rude and they don't care about clients

Rating:

5.0

i would say uhal gold standard excellent customer service -every time and i booked here multiple times.

Rating:

4.0

The wire estimated the mileage for today's truck at being at least 50 miles, just after I drove away I noticed that it was only about 35 miles from being empty. Of course I was able to get gas, but I thought this was unusual, and I did mention it too the person at the office when I returned the truck. The mileage charge was correct and everything else was fine.

Rating:

5.0

There is no improving on perfection. The entire group of individuals at the Broad Street location are kind, professional, and always helpful to UHAUL customers. It begins with Jasmine, who helped me in so many ways. Then Kathy as well. And today's help from James was exceptional. He walked me though all of it, and so kindly changed trucks for me because the first one did not allow seat adjustments so that I could comfortably adjust my seat to the appropriate distance to the accelator and brake pedals. They are amazing! And Happy Birthday to Brandon! Barbara Campbell Potter

Rating:

5.0

The check-in process was extremely simple as explained by "Kathy". The check-out process was simple and did not require any wait time. I would definitely recommend this location, especially when assistance is provided by the Cashier "Kathy".

Rating:

4.0

Keep costs down as much as possible. Thank you

Rating:

5.0

The office person was very nice and the guys in the lot were very professional and polite. They all made the experience VERY easy.

Rating:

3.0

I dropped the one-way rental equipment off in the early afternoon (about 2:15 pm) and the U-Haul employee was very friendly and helpful. He indicated I would receive an email about 30 minutes later with my receipt. It took two phone calls before the equipment was checked in almost 24 hours after returning. Since i was leaving the local area I wanted to make sure the showed being returned, and it should not have required me to call them once, let alone twice.

Rating:

1.0

Making a customer use an app that is extremely confusing and poorly made, when you have employees right there, made this experience horrible.

Rating:

3.0

They did not realize that the equipment was dropped off the next day and u-haul was keep calling. Please make sure to always checking in system before making multiple calls.

Rating:

4.0

Guys did a great job

Rating:

5.0

Cathy and every single employee there was extremely knowledgable and friendly. Great group of workers!!!

Rating:

5.0

When I went to extend my rental on the app, it would have an error with my card so I would have to click it again for the payment to go through. This was not a fluke as this happened every day that I extended the van. All the folks in Falls Church were great and I really enjoyed the new RAM 2500 ProMaster!

Rating:

3.0

Staff directed us to drop off truck out back and did not seem interested in getting up from behind the desk and showing us where to go or looking over truck with us.

Rating:

5.0

I told the agent this, too... The brakes seemed a little soft. When pressing the brake, the right side of my foot also touched/pressed the accelerator. While I was not in a dangerous situation, if I had been,it could have caused an accident.

Rating:

1.0

I was told by falls church location I could drop it off at Leesburg pike with no additional charge, and then they charged me anyways. Also, when I entered the car, the truck was on empty and immediately had to go to a gas station.

Rating:

3.0

Contacted brandon wynn regarding a claim i had. He has ignored my texts, calls and emails. I was overcharged roughly $60 for going over time to return rental. However, i lost 3 hours night before because i had to spend the time with roadside assistance because headlight did not shut off. I would like a reply and refund requested. John silvestro 201 7453181 Jsacctg@optonline.net

Rating:

3.0

It was a challenge making a quick reservation for a simple item -- a hand truck -- to use for a half day. I grant that it was small potates compared to renting a truck or a lot of equipment, but it took two phone calls, one of which the person who answered the phone said she was too busy, and a failed attempt at downloading the U-Haul app. The second call was to an 800 number, and the respondent was very helpful. What a headache!

Rating:

5.0

The check-in and out were smooth. The counter representatives, especially Vernisha, were professional and courteous. I would recommend this U-Hail location.

Rating:

5.0

The staff were so incredibly helpful , efficient and pleasant. It took no time to get the van and the experience was the most positive and easiest I've ever had at a car or truck rental. Great experience, great staff.

Rating:

5.0

Employees were patient and accommodating; Mobile Application needs improvement.

Rating:

5.0

Manager is a standout. She was under a lot of pressure from some customers after an early arrival rented all 75 blankets, leaving others in a lurch. But she remained composed especially in light of a computer systems failure that was also taking place.

Rating:

3.0

Location needs additional staffing to front office so it can handle the surge of clients. Your mandatory use of QR scan to process check-in and check-out only serves to delay the customer's processing. I spent over 30 minutes waiting in line and once I got to the front, was told to use the scan QR symbol which was messed up and had to get help from the overloaded front desk. What happens to the customers if they don't have a cell phone or when the website is malfunctioning. Front desk was great! Process sucks.

Rating:

5.0

Exelent customer service especial 1 person

Rating:

5.0

I’m very impressed how accommodated you are! I Rented a van in Falls Church City, VA.. I was assisted by a young, also Spanish speaking young lady, who handled the simultaneous requests very well ! She assisted me in professional and effective way, making the whole process very easy and to the point, answering my inquiries in the most helpful way.. I’m truly grateful for as it was my first time tote t a U-Haul by myself. I didn’t catch her name but whoever served me on 07/22/20025 in Falls Church City, VA , is a really customer oriented person and that should be recognized!!!! After I completed my” to do” , upon returning the van, a person assistanted me with a HUGE patience. I was concerned that the cat lights were still up, even if turned off the van. She walked with me through the whole returning process with the step by step process. Maybe took a longer time that was allotted, but now I know one thing.; with such a great experience as the first time renter of U Hull, I will comeback there. ! Those two assisting ladies empowered me! I know the if I ever need that extra help to transfer my household from pout A to point B , I will use the U- Hull ! Thank you for the experience! Dorota

Rating:

3.0

It was a little hectic inside but the staff was polite. The person at the desk needs a better understanding of what various coverages provide. The persons at the call center were terrific and the U-Haul app is worthwhile.