I explained at the time of pick up that we only needed two days to get from MD to NH but was told the system automatically determines it to be three. I said we don't need the trailer for three days, but the person shrugged it off. I called the main uhaul number a few times today but after nearly ten mins on hold i gave up. We returned the trailer today (day 2). Yet the contract says return day is tomorrow. It's not right and I ask that we please be charged for time used. Also, I had to go to three different locations to get the trailer since my â€œpreferred locationâ€ did not have one available. That wasted about two hours before a 9 hour drive. Uhaul should take responsibility for this in the form of a credit. It's the right thing to do. Thanks.Nathan A.
Customer Reviews for U-Haul of Laurel
Laurel, MD 20723
(NO CUSTOMER PARKING)
Services at this Location:
- Mon-Thur: 7 am - 7 pm
- Fri: 7 am - 8 pm
- Sat: 7 am - 7 pm
- Sun: 9 am - 5 pm
- Free towing inspection
- Propane pay at pump
- 24 hour customer return
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.
Nice peopleUGOCHUKWU O.
Uhaul online app needs work, I opted to check in in person cause it's typically faster when you're not afraid of human contact, and I still had to check in online and take pictures of my drivers license instead of the employee just making a copy or verifying my drivers license. Storing images of sensitive info on one's phone is very risky and Uhaul requiring it for their services should not be mandatory to get service.Corey C.
Customer did not leave a comment.Christopher M.
Customer did not leave a comment.stanislus O.
Did not have a good customer service when I picked up the truck. Please educate the front desk staff to know how to talk to customers.Cecil A.
Customer did not leave a comment.tiara A.
Customer did not leave a comment.Whitney R.
Customer did not leave a comment.Donald N.
I reserved a one way vehicle and a day before my move they told me they didn't have a one way vehicle and I had to return it to the first location which added a lot of unnecessary driving. I also reserved a handtruck and they didn't have one on the day.Aurora E.
These guys at this location Rock!! Double thumbs up! Give the guy who checked me out a raise! Very passionate about his job forsuredylan H.
Customer did not leave a comment.WILLIAM B.
Customer did not leave a comment.Avis J.
Customer did not leave a comment.Onix G.
Customer did not leave a comment.ANGEL G.
Van was not prepped, a lock was on the back door that needed to be cut off and trash was in the cabJoseph K.
My price was double the estimateoscar T.
Customer service was poor is shitTheodore H.
Customer did not leave a comment.Tony F.
Customer did not leave a comment.JAMES N.
The trailer I was given had steel cords showing on one of the tires. The rental location told me to get the unit off the lot - I was blocking customers. I called roadside assistance, and the tech who came out seemed the unit unsafe and had it removed by flatbed. The front axle had been damaged in a prior accident and not repaired. It was floating freely, and at speed would have probably flipped, pulling my truck over with it. I have photos and video of the unit showing its condition. More than poor service, this is actionable.Brian D.
Customer did not leave a comment.Luis Alberto G.
Customer did not leave a comment.John O.
Customer did not leave a comment.Anthony C.
Customer did not leave a comment.chrissie H.
Customer did not leave a comment.Chanel M.
Parking Space for customers is limited which creates double parking and additional work for employees. Employees working with helping customer with u-haul vehicles felt limited. Quoted the wrong lane for my u-haul rental. Waited 20-30 mins just to get my truck that was behind of another truck out of the lane.Vaughn C.
I love the staff all 3 guys super kind, helpful,respectful young men's. attentive to the needs of customersDiana G.
All of your staff was excellent and I had a better experience here than I've had at other locations renting the same motorcycle trailer. The woman who checked me out and the two guys who hooked up the trailer were great, didn't catch their names. Definitely going to return here next time I need to rent something.Alexander L.
Not sure what the issues were with the management but this person that was in charge of running the location was a total ass. While I was there he'd almost got into a fist fight with a customer and was actually challenging the customer to a fight. After that everything went downhill. The next day I went back to pick up a tow dolly I reserved , the same guy still had the same shitty attitude. 100% total prick. I was so stressed out about the situation that I vouch to never go back.Bora E.
The gentlemen at this location were absolutely amazing. Very fast, efficient, kind, knowledgeable, and professional. I had trouble starting the van I rented and the young man was kind enough to come out and assist. He also was the one who checked me in and was very kind. When I returned my van I misplaced my storage key. The gentlemen reassured me that they will call once they found it. They called 5 mins later. I wished they had clones for all Uhaul locations. Will refer and use this particular branch often.Jan R.
Customer did not leave a comment.Glenn E.
Return personnel was extremely helpful and friendly.Jason J.
Lost my light adapter due to poor installationJustyne Z.
Customer did not leave a comment.Mohammed K.
Just the piece of equipment I neededLEON W.
The parking to get into the facility was challengingdezarae L.
Very small parking lot and very crowded. Door on the trailer was rusted and difficult to open or close.Raymond W.
I love it very much truck is very reliableJames A.
Customer did not leave a comment.Anthony R.
Customer did not leave a comment.HOLLY B.
Service was friendly, professional and efficient. Thank you!Jill W.
Customer did not leave a comment.Donovan B.
EXxcellent customer service thank you!Diane W.
Customer did not leave a comment.Dominique H.
The guy that supost to "help" were more focus on his phone, I had to basically connect, and hook everything bc he was so busy in his own world, Lady that first meet and dine papers work very professional, Guy that received that trailer at the end of the day also very polite and professional.eddy W.
Customer did not leave a comment.Adrian H.
Truck was not ready when I arrived. I was assigned a truck that was blocked in by another truck and I could drive the assigned truck . The furniture pads that I reserved were not in the truck and I had to return to the office to determine where they were at. Upon my return, U-Haul representative seemed more interested in spending time on his phone instead of checking in truck. . Representative stated that I would receive an email receipt....no receipt was sent via email. .Michael P.
The truck smelled really bad.John H.
Friendly and very helpful people working there now.Roberto V.
Keep up the good work.Robert F.
The lady was very professional, efficient and she exhibited excellent customer service. I will rate her 5 out of 5.kwasi A.
Customer did not leave a comment.PAMELA C.
Customer did not leave a comment.Tesfaye D.
Extremely polite and efficient return process. This customer experience is what I expected from U-Haul. Felt appreciated as a customer and that the employees at this location - two gentlemen I interacted with - cared about their business and creating a positive interaction.Henry M.
My experience with the rental office at U-haul was well below my expectations! First off they charge me $300 more than my contract stated! Second immediately after taking the truck off the lot I stopped at a gas station a quarter-mile down the road and found that the gas line was leaking. When I called to report that the manager at that location informed me to call rotate assistance! This was just the beginning of my nightmare.VINCENT I.
Nothing the experience was perfectCarmelita L.
The problem I see with the location is they need to add more staff. The workers are all very Friendly but they can be 10 customer deep at any point.Donovan B.
This whole experience was unacceptable. I should have gone to Penske. I went to pick up my rental at Naco Perrin in San Antonio at the correct time. I was told they double booked my truck and I would have to drive to another location. I did not like the attitude I was given by the person in charge that day. I went to the next location to pick up a truck and the truck they had for me had a check engine light on (only 5500 miles) and sounded loud like maybe the catalytic converter was missing. I was sent to a third location which was this one and was finally able to get my truck rental. This 10 to 15 minute truck pick up took two hours and had me running all over to get a truck that I had previously reserved. I also had to pay for my loaders to sit and wait for me. The final location that I picked up the truck was fine with the exception of their computer and took an additional 20 minutes.Louis G.
Customer did not leave a comment.Todd O.
No one even spoke to meMary G.
Customer did not leave a comment.Busayo M.
Customer did not leave a comment.ERNEST F.
Customer did not leave a comment.Emmanuel K.
Customer did not leave a comment.Kimberly B.
Give staff raise N lunch 🍱 good 👍 jobJoan D.
Customer did not leave a comment.fredy R.
The manager at the time on Sunday was very aggressive combative and just made me feel really uncomfortable he began to discriminate on my friend aswellOscar C.
When I went to the location they did not provide the items that I had reserved but were friendly.Warren G.
The woman at the counter came across very rudely, and I watched her yell at a customer in front of me. She told him that it is was his fault for not reading a contract, and offered no win-win resolution. After I had booked a uhaul well in advance at another location, I was redirected to the main uhaul place in Laurel without notice (email or phone call). Another customer in line with me said he had booked a trailer in Frederick and was redirected to Laurel. Overall, I was not impressed with overall customer experience. Lastly, a piece of the back bumper was broken on the equipment I rented.Jonathan H.
Lines were a little long but with only one person taking customers she did an excellent job moving people in a out and she was very professional.Deborah W.
I have no negative comment, however when I made my reservation to get a truck, the time somehow got changed from 10AM to 10PM. When I went to get my rental at 10AM they told me that I was reserved for the PM. I told them I needed it now not at 10PM. The supervisor stepped in and said a truck came in just now and I can take that one. I appreciate her understanding and accommodating.Johnnie W.
Customer did not leave a comment.rebeca H.
Seems a bit overburdened by amount of (rental) equipment; could stand to expandPayter V.
For someone who is not cell phone savvy, the check in was a little rough, but the gentlemen who checked me in helped a lot.HENRY L.
I like their service and the treatment of the people who are attending.Alexander A.
Customer did not leave a comment.Marvin W.
With covid still in high circulation clean the vehicles interior sanitize them to prevent possible spread i had receipts inside from 5 days ago that was in plain sight which tells that employees aren't cleaning the interior plus when I returned the vehicle my phone was dead and camera broken so I couldn't use the website to return the vehicle and confirm the mileage and fuel and I had an employee come to the truck before I left to physically verify the mileage and fuel in which he did and once I left 15 minutes after I left instead of issuing me the 17.61 that was supposed to be returned to me they tried to charge me and additional 63 dollars saying I hadn't fueled the truck which in fact I did then they sent me 3 different receipts all with different mileage I do not at all recommend this storeIrenda B.
Safety is a strong priority. Attention should be given in maintaining clean windows in and out.David J.
Truck was tired and steering was very loose. Staff was very friendly and professional.Scott J.
Customer did not leave a comment.GEORGES E.
Customer did not leave a comment.Anastasia G.
Can I had needed to be serviced when it was given to me. Also the biggest scam is the gas for being off an hair they charged me extraMAtthew C.
All went well except for my experience when returning the truck. Upon arrival, I waited a little over 15 minutes of waiting in the lobby of the Uhaul Store to even be addressed with whether or not I needed some assistance. Finally i was assisted by one of the representatives who went out to inspect the truck, I remained inside. Shortly after, a darker complected man with corn rows and glasses asked me what I was still doing in the store - he said I needed to go outside with the employee inspecting the truck. I went outside and asked the gentleman if he needed me with him because it was very hot that day so i then went in side after he told me I didnt need to be out there with him. The guy with the cornrows and glasses then asks me why i was still inside of the store and I explained that I didnt need to be out there and to take it up with him because at this point I feel as though he was giving unnecessary order just out of being able to. He caught and attitude with myself and his fellow employee and scurried off. You all need better people working at these locations, and to leave whatever emotion, personal issues going on within their personal lives at home. Period. I felt attacked but kept my composure.Jose Z.
Customer did not leave a comment.Andrew L.
Customer did not leave a comment.Ebonkie Y.
The equipment was well maintained. However, the truck was not clean inside or outside. I even found cigarette butts inside the cab of the vehicle.Carlos Z.
The truck was clean, but difficult to start. Ran rough as if it was going to cut out. I called the location where I rented the truck from and they were very accommodating. They allowed me to return the truck at the end of the first day to pickup another truck. The rental was for two days.Charlene H.
Customer did not leave a comment.Christiana B.
Nothing!! Great experience again!!Kimberly T.
Very friendly staffLogan F.
Everything went well, planned to give a 5 star service until, the employees were misleading with item prices to guests. I had to purchase a bungee cord for my equipment, on the shelf showed $4.95 "biggest day". System rang it in for $8.43. Two of the employees knew it was an error and said its ringing up for that price so they have to go by that. They didn't resolve anything to charge the price displayed on the shelve $4.95. They STILL charged me $8.43 and didn't care at all to pull the incorrect price tag off the shelve, Acted as if they didn't care and It could've been handled and resolved better.GREGORY L.
Customer did not leave a comment.Samson A.
Customer did not leave a comment.Jocelyn G.
Customer did not leave a comment.Erica P.
Thank you see you next timeJOHNETTA H.
The associate name Kim was extremely rude, nasty and was shouting at me. This the second time she has been rude, she was rude the first time I came there a week ago. She tried to give me a truck with a broken headlight. The truck was extremely dirty and I sent you a picture of how dirty it was.Taiwo H.
Let start by saying after renting more then one time the customer information should be available in the system.only the phone number your should ask for or if is credit card payment is not working properly,your can asked for another card not every time you have to go back to the same process:after all U-Haul is doing great work love you guyssmith L.
I rented from a U-Haul in Laurel, MD. The young man, Jaheer? who checked us in and out was amazing. I could not have asked for a more pleasant experience.Cheryl G.
Overall, customer service was average. Communication can be improved.Joy L. | Overall Experience
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