Customer Reviews for U-Haul Moving & Storage at Virginia St

Rating:

3.0

I’ve rented multiple times from this U-Haul site, and will keep coming back. The staff is exactly what you want when you come to a place like this. Katelynn was exceptional and it was clear she works hard and knows the ends and outs of the business. It’s people like her why I keep coming back to this location.

Rating:

5.0

Line was long for a 9:00 reservation. I was in no hurry so I wasn’t directly affected. If I had been, it would have bothered me. .

Rating:

3.0

Both UHaul employees were very pleasant and friendly. However, the process took significantly longer than it usually does. Then, the equipment was stuck on another piece of equipment which made my departure delayed even longer. I cannot believe how long it took me to finally leave the premises.

Rating:

5.0

All went smoothly online. Easy way to do this now.

Rating:

2.0

I completed an online application for a quick checkout. When I arrived, the staff informed me that the online process does not work for trailer rentals. It took over an hour to complete the process of renting a trailer.

Rating:

2.0

Employees were relatively nice BUT: It took 1.5 hours to get my reserved truck. Showed up at 730am for my 8 am pick up. Had moving arriving at my house at 830am. Didn't get the truck until close to 900am. Since the movers were hourly, had to pay for their time as the were waiting flme and the truck. This location has a POOR employee amount. ONE lady by herself at 8am with ONE guy running trucks. Then after a HOUR of waiting in line, THEN someone else arrives. The same for when we returned the truck: after 20 minutes of waiting in an empty lobby, we just returned the truck via the e-return. ONE poor kid by himself on the entire property that we could see, nothing bad to say about this kid. This is NOT an isolated event either: last year we waited for over 2 hours in line and just ended up leaving and cancelling the reservation. So you ask what you can improve, one MAJOR thing: Get more employees or schedule more at times you know it's going to be busy. This location has been there way TOO long to not know the timing of things, We will most likely never return to this location of we can help it.

Rating:

3.0

Returned 2 days early and also the Dolly got no money back and also used less miles than said still same cost would not recommend this location

Rating:

2.0

The wrong hitch/ball was installed at the location. Made the trailer unsafe, had to spend another day to go back and get it fixed. The mistake caused me a lot of time, money and frustration. It was a nightmare. There are many details that made my entire rental experience an excersize in frustration. Call me if you want all the details.

Rating:

5.0

Equipment clean, attentive staff, easy check-in and out.

Rating:

5.0

Que sea mas rápido el tramite esta excelente todo pero solo había alguien atendiendo

Rating:

5.0

Friendly, helpful employees and great amount of product

Rating:

1.0

The staff is friendly, but they just tell you what you want to hear. I came in to pick up the car trailer and a younger staff gentleman helped me and gave me a trailer to go find, and started helping the people behind me. I couldn't find the trailer so I had to stand around and wait for him to finish with them, after he was done, he helped me and the trailer he had checked out to me had been checked out by another employee before I got there. They got me a new trailer and it was buried, so I had to wait again. All in all it was over an hour before I was out of there and had to change my plans. You invoiced me for the original trailer time that I received and I was charged for 2 days. When I dropped off the trailer I talked to him about that and he said not to worry I would only be charged for one day. Here we are.

Rating:

5.0

Great Customer service, from Pick up to Drop off.

Rating:

5.0

My son returned my rental equipment for me, he accidentally returned it to the wrong U-Haul facility. Phil the manager of my drop off point was very nice about finding my rental truck at the other location.

Rating:

5.0

Outstanding service and pricing!!

Rating:

5.0

Fabulous Customer Service.

Rating:

5.0

Great moving experience

Rating:

5.0

Have used this location many times through out our many years in Reno. Never any issues or hic-cups. Kaitlyn (sp) was the only one working the counter and handling phone call quotes, please ger her some help! She did an awesome job for everything going on.

Rating:

4.0

Understaffed. took over an hour to rent

Rating:

2.0

Slow, unorganized, hooked my trailer up w/o the lights.

Rating:

3.0

Did the check in online and as always it somehow seems to take 45 minutes to get a truck because Uhaul doesn't properly staff their locations. My trailer had no lights at night. The turn signals and brake worked but no driving lights. I was pulled over twice on my 9.5h drive. Equip was clean and staff were friendly.

Rating:

3.0

We ordered and were charged for a furniture dolly but didn’t receive it. When I called to tell them that we didn’t receive it they told me that I could come back and get one but that is a 45 minute drive from our home. We were still charged for it

Rating:

4.0

Side mirror could not be adjusted Pickup site was short staffed Manager was excellent, trying to do 5 jobs at once. Kudos to her. Have used this location before never had issues.

Rating:

5.0

Outstanding service as usual.

Rating:

5.0

One of my movers flaked out on me so it took me longer to move than expected. Bythe time I was done I had to pick up my two small children and couldn't return the truck in time, so I called for an extension until the next morning. They were gracious and understanding and let me return the next morning at little extra cost.

Rating:

5.0

Leave more gas in vehicl3, wash the windshield.

Rating:

5.0

efficient and friendly service

Rating:

5.0

The staff was extremely courteous and knowledgeable.

Rating:

2.0

Kaylee at the counter was very unprofessional she was talking on the phone not paying attention and just over all not being very helpful.

Rating:

5.0

All ways nice there

Rating:

2.0

I had over 400 dollars in charges to my account for only a 71 dollar trip. I got charged for missing items I never rented and when I was told I was getting a refund I got charged for the refund amount. I still haven’t gotten my money back

Rating:

5.0

Very helpful attendants all three, from phone reservation to pick up and return all your staff was very helpful and welcoming. Love doing business with yall.

Rating:

3.0

fender of trailer was damaged and almost rubbed on the tires when the car was loaded onto it.

Rating:

2.0

The two people at the counter were running around with their heads cut off. None of the trucks or trailers seemed to be ready for the customers. Took awhile to get my truck. Lots of people in line

Rating:

2.0

Customer service on the help line did help with the questions that I had and just left me hanging. So I'm not impressed with the after hours service line.

Rating:

4.0

Your location was unstaffed and it took me almost an hour to get my truck even though I had already done everything on the app. I'm giving one extra star because Kaylee handled the desk as well as she could, was very pleasant and helpful.

Rating:

2.0

Only two people staffing the building. They were working as hard as they could but they clearly did not have enough help to efficiently manage the line of people who came to their store.

Rating:

4.0

Again just two employees handling several customers

Rating:

4.0

Personnel were overwhelmed. Very busy with customers. Long line for help.

Rating:

5.0

It all went as planned!

Rating:

1.0

It was a very long wait to pick up my reservation. Once set, they told me to go find someone to hook it up. Nobody was around. They were desperately understaffed and undertrained. I’ve experienced the same at this location to buy propane. It has some real problems. I’ll never go back. I just don’t have the time it takes to get service there.

Rating:

4.0

Staff was extremely friendly and very helpful, but the office was understaffed. There was a rush of customers and renting equipment took longer than expected. There was also no one present to refill propane. Customer in front of me had to exchange trailer because brakes/turn lights didn’t work and the tires on my trailer were bald. Overall good experience tho.

Rating:

1.0

The vehicle was not available when I reserved it despite confirming the Friday before my reservation. I tried to get it figured out via customer service but they were unable to change it. I had to wait over an hour to get the vehicle that I had reserved. Once the lady got me the vehicle, she wasnt able to find it and spent minutes looking for the keys. Once I got the vehicle, it was parked in a spot with less than a foot distance on each side. This was frustrating having to figure out how to maneuver out of the spot as I'm not a professional truck driver. I asked the worker to help me back out and felt like I was treated as if I was overreacting... overall super poor experience.

Rating:

5.0

Easy drop off.

Rating:

5.0

I was upset because I returned my truck on the day I rented it instead of the next morning so someone else could use it. A few days later I got a text telling I had not returned the truck and it was going to be reported as stolen. I went back in the next morning to clear up the situation and after telling the clerk I just needed to make sure that she remembered I had returned the truck I was told to get in line which was quite long. I felt like it was a waste of my time. She did go on the computer and cleared up the mistake

Rating:

4.0

More staffing; it took longer for my truck and trailer to be inspected by staff than it took to check me in and get the trailer hooked up.

Rating:

2.0

I tried to rent the trailer online but was told that I needed to talk to a representative. That was fine. She said I had to have it back no later than Saturday so I changed my schedule to pick it up Friday and booked a hotel Friday night so I could make the return by on Saturday. I then got an automated email saying I could return it Sunday which is what I wanted originally. When I went to pick it up Friday afternoon the message got even more confusing. I could return it Saturday or Sunday but would be charged an extra day… at least that is how I understood it. This confusion cost me an unnecessary hotel stay, and time off from work. I have to rent a truck next month to move a daughter to LA, not sure I want to use U-Haul.

Rating:

3.0

They changed me for 5 gallons of fuel for 11 miles of use. Vehicle was given to me with less than 3/4 tank, I replaced 2 plus gallons, and have a receipt. luckily I took pictures to document tank and mileage. Incompetent or thieves, take your pictures to protect yourself from this circus.

Rating:

5.0

seems at times they are a little under-staffed, but that is the world today.

Rating:

4.0

My truck had been recently returned and was not checked in by my reservation time. The staff was friendly, courteous, and diligent in getting the truck prepared for me. But I did not get to leave with my truck until 45 minutes after the reservation time.

Rating:

4.0

We spent several hours in this store awaiting a solution to our broken down truck. The employees were empathetic to our situation but not much they could do about it. I spent my time speaking with roadside assistance trying to find a better solution than what they were offering me.

Rating:

5.0

Wasy drop off

Rating:

3.0

I asked for assistance flipping my hitch upside down. Worker tried but was unable to remove the ball and referred me to a full service U Haul center. Seems like something any franchise should be able to assist with.

Rating:

5.0

Personnel were very efficient in spite of a facility over crowded with rental equipment. Will use this facility again

Rating:

5.0

I don't think they could improve. Each time we went there, they were efficient and helpful. The multitude of times we went was not because of them, but rather for extra trips to pick up supplies. The appointment for picking up the trailer was met with no problems. Also, they installed a hitch which was done on time and went well.

Rating:

5.0

No

Rating:

5.0

Quick service

Rating:

5.0

Advertins the loading width on your ranp trailers. If they are already listed, I missed them, so please make that more clear or more obvious.

Rating:

3.0

Hire more personnel. The poor guy had the phone ringing off the hook and customers building up and he had to use his personal phone to upload pics but it died from so many customers and had to charge it while I used the app. And he was the only one authorized to do certain work such and propane etc.

Rating:

5.0

Make sure all damages are accounted for before renting it out. There were 2 damages on the cargo van that were not marked. I had to report it to the staff..also cargo van was not clean.automatic door lock didn't work had to use the passenger side door lock to lock all the doors. Overall van ran very well.

Rating:

5.0

This is the best UHaul location in Reno, Nevada. If you are seeking short-term, or even long term storage, I would greatly recommend the UBox. Upon opening my box, everything was in perfect order.

Rating:

1.0

Please go anywhere but uhaul. You will thank me! In Las Vegas, NV and in Reno, NV I had horrible experiences! They will not take out your Ubox on the days you reserve them to, water Damage

Rating:

1.0

Rude employees, nobody knows their job l, they over charge and I’ve had nothing but bad experiences with uhaul!!! My stuff had water damage in my ubox as well!