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

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:

4.0

Returned the truck after closing. The Uhaul app did not work for returns. Spent a half hour trying to get it to function and gave up. Very frustrating.

Rating:

5.0

Justin and his team were doing their best with what they had on staff. Seems like they’re running on a skeleton crew and somehow are keeping the flow going. Kudos to this team. Get them some extra help to make it easier on them.

Rating:

4.0

Everything was handled reasonably quickly and very efficiently. Kudos to staff!!

Rating:

5.0

The truck I received we didn’t get to walk around because they were super busy. I was charged for different things and now I’m confused. Justin W is awesome. But this place can use a few more folks. My truck was banged up and no one noted the damage with me before leaving so I took pictures of all the damages before taking off of the property. Didn’t help out much as no one did the walk around with us.

Rating:

5.0

Manager here found the issue with no brake fluid immediately and was thankful i didn't lose the trailer, or worse, because of the poor maintenance from the pick up location.

Rating:

5.0

The service was good.

Rating:

1.0

We were greeted when we came in. I had it set for online check in and it wouldn't work. There was a man that was training somebody to clean a truck while everybody was waiting in line. Since my online check-in was not working. I also had to go wait in line. Customers should come first. He should have asked me what my problem was. When I was parked in my car right next to him?I'm trying to get my truck. They should acknowledge you at least the very least when you pull up. He is the same person that was obviously forced to deal with customers and do my check in.

Rating:

5.0

Your U-HAUL app needs a little updating. It could be a little more user-friendly. I wasn't able to complete my online order. The system wouldn't scan my driver's license. I was forced to stand in line in order to complete my rental contract agreement.

Rating:

2.0

I somehow mistakenly set my pick up for this location. I rent frequently from the Oddie blvd location. It's hard to believe these two locations are the same company. There wasn't nearly enough staff, they seemed confused about how the self guided pick up worked and the truck clearly hadn't been cleaned by either the previous renter or the U-Haul staff. The one and only person at the counter with no visible help was doing her best and it clearly wasn't her fault but from a customer perspective, it wasn't good. I lost more than a half hour picking up which may not sound like a lot but it was nearly the difference between finishing on time or having to extend the rental another day. In the future, if this is the only location available, I'll extend my plans to avoid it.

Rating:

4.0

I like the ease of reserving a truck with them this is a large location that has all you need on site including trailers and trucks. We had booked a truck at another site as we were moving things out of the storage center right there, this would save on the mileage. Yet when we showed up they had a hand written note on the door that they were closed (staff shortage) and we ended up picking up at the Virginia St location, adding several miles to our cost. Additionally we have two charges to our card and the $19.99 truck is close to $90. (We put gas in on our own as well) so now I need to make a call to find out why our card as two separate charges on it one for $21 and another for over $58.

Rating:

5.0

Truck windshield has what appeared to be blue tape on the top corners ?? Your agent working inside, Jason was excellent!! He was by himself and handling customers and the phones with ease…he was great!!

Rating:

5.0

I WAS MORE THAN SATISFIED WITH THE SERVICE AND THE WILLINGNESS OF THE STAFF TO SPEND THE TIME TO MAKE SURE THAT I SELECTED THE CORECT EQUIPMENT FOR THE JOB AT HAND. A VERY GOOD EXPERIENCE..

Rating:

5.0

Great service , even though it was busy . Both men were very helpful and polite .

Rating:

5.0

Great experience.

Rating:

5.0

Convenient Location - Great customer support

Rating:

5.0

Nothing. You all did a great job.

Rating:

5.0

A busy location that does an excellent job of getting rentals out the door. They also sell a lot of moving supplies. The staff is friendly and very helpful.

Rating:

4.0

Not happy with being told that gas level was ok at time of drop off and then getting a 50+ dollar extra charge on the final receipt. I asked at drop off it level was ok or I could take the truck a couple blocks away to fill up gas. Other than that, all good.

Rating:

5.0

Katelynn was amazing. She was the only one at the counter and managed everything beautifully. She's an asset to the company!

Rating:

5.0

The staff was helpful and friendly

Rating:

5.0

The clerk was excellent. Knowledgeable and a great personality. He should get a reward. The staff at this location is consistently customer friendly. Will keep using this store!

Rating:

5.0

Melanie was fantastic. She had a long line and was the only one working the desk. The customer before me in line was a bit complicated yet she stayed calm and professional. She was very memorable. I remember driving off telling my husband she was really good at her job.

Rating:

5.0

Nothing. Justin and van were excellent

Rating:

2.0

I reserved a 15 ft truck online for the S Virginia Reno pick up location. 2 days before pickup, I received 3 texts and emails that my pick up location is now in Carson City which is 30 minutes away. I went to the S Virginia, Reno location 2 days before my pickup. I spoke with Justin who helped me secure a truck at the S Virginia location but instead of 15 ft it is now 20 ft. One of my texts said I could have a free upgrade. The general manager could not give me the free upgrade so Justin called it into the main office. Instead of me waiting, Justin said he would handle it. On the day of pickup at 8:30a, the general manager help me and said my 20 ft truck is not available and came in broken. You have to be kidding that there are no other trucks available. She indicated that someone left me voicemail and text that I did not receive. After 30 minutes, general manager did find me a 20 ft truck.

Rating:

5.0

The dolly was missing and the putting it in reverse was scary because it would vibrate and jolt even with barely acceleration. It also stalled out a few times and then started again while driving. Pretty sure this truck I had is in need of maintenance.

Rating:

3.0

More people working the counter and phones. Less do it yourself.

Rating:

5.0

Katelynn and Justin at the shop were super helpful, kind and knowledgeable.

Rating:

5.0

Everything was perfect

Rating:

5.0

Easy to get my equipment

Rating:

5.0

Clean yes, not well Maintained. The truck was very very beat up.

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!