Returned my rental in the evening before day of return. Tried to check in online and had different location than what was listed on contract for drop off so could not check in. Location did not check my truck in till 2 days later and charged me an extra day. Received invoice , hit link on invoice to email regarding invoice and email returned undeliverable. Tried calling location and got a voice mail. Called 800 number to have a 30 minute wait. Tried to use online chat, no one ever responded to chat. Sent another email to customer service and still no response.Melissa L.
Customer Reviews for Unanimous Decision
(U-Haul Neighborhood Dealer)
Gaithersburg, MD 20877
(1/4 mile north of Shady Grove Rd near the new Carmax)
Services at this Location:
- Mon-Fri: 10 am - 6 pm
- Sat: 10 am - 5 pm
- Sun: 12 pm - 4 pm
- 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.
Customer did not leave a comment.Lawrence T.
Customer did not leave a comment.MICHAEL G.
Customer did not leave a comment.GERARD J.
Customer did not leave a comment.Lalhunmawii C.
Great personnel.Jonathan C.
Customer did not leave a comment.andrea C.
Let users know that the process of getting the truck and keys takes about 20 minutes. I did not plan for that and it reduced my rental time. You should describe the entire process in a message once a user reserves a truck. The process is good by the way.David R.
Customer did not leave a comment.THERESE K.
Return after hours felt unsafe and location was difficult was find.ADAMLEE A.
Why are you charging me for an extra day when I brought the vehicle 14hrs early!?CAREEN C.
Customer did not leave a comment.Paul R.
The U-haul app kept freezing and did not allow me to take a picture of my license during self check in. Please look into it. Thanks.Sanket G.
Customer did not leave a comment.Anthony D.
The van was swept out after I arrived to pick it up. The owner was very helpful and friendly. My feedback is more about my overall experience with U-Haul, and not this specific location. When I made my reservation through the national number, I was given the Best Guaranteed Rate - $330 for a 2-day rental with up to 700 miles. I asked if I'd be able to change the pickup time if that became necessary, and I was told yes, I could do that online. When I went online to change my pickup time the night before we were leaving, my entire reservation had been changed to $19.95 a day and $.79/mile. That was not at all what had been quoted to me and not what I had agreed to. I ended up in a live chat online with Kimberly who told me that the rate I had been quoted was not available to me at all even though that was the agreement I had made. I then got on the phone with someone at the national number, and after 45-50 minutes, finally got everything worked out. What I discovered is that, depending on which sales associate you get at U-Haul, you can be told completely different things. I ended up in a panic the night before we were supposed to rent the van, thinking I was going to have to cancel my plans, and then spent an hour getting everything worked out. That never should have happened. I called the next day and spoke to someone in customer service to explain what had happened and express my dissatisfaction and frustration with the situation. I also asked if, as a token of good faith, I could get some packng blankets thrown in. I was told that was up to the pickup location. I disagreed with that, because what had happened had nothing at all to do with the location, it was with corporate U-Haul. I was told that would be up to someone higher up in management. I never heard anything back from anyone about that and ended up having to pay for the blankets. Very disappointing that the U-Haul organization couldn't throw in a $20 service to make up for a very dissatisfactory experience, nor could anyone even be bothered to follow-up with me.Deborah K.
Customer did not leave a comment.Robert W.
This location was 40 minutes from my requested location and a much smaller truck than requested.kyle W.
Nothing. Service was exceptional.James E.
No one in the location after call we were waiting more than 45 min to get the keyNipun K.
I dropped the uhaul to the person there and he took the keys and parked it but didn't give me any type of confirmation and I dropped it off on the same day I rented it at 2 pm and he did not check it back in till the following day almost 24 hours later. I had the truck for A 24 hours rental but only had it for 5 hours max I just wish he would have put it in when I actually dropped it off.KAYLA W.
Make your day easier....Shanaka P.
Be more attentive and pick up the phone when the customer calls letting them know we have arrived to drop off the U-haul.Anthony H.
Customer did not leave a comment.Rebecca S.
Dropped off after hours.curtis J.
Horrible experience at the location. No proper briefing given . The facility was closed at 2 pm when it was supposed to open till 5 pm.fuel was not full when picked up, no record of that was taken . Customers were waiting outside as the uhaul app was having some issues and no one picked up the call as well .Itendra S.
The pickup method was not in person like I asked for during the reservation. They had me call a number and they were rude and in a hurry so they didn't describe the process well enough which caused problems during the return process. They overcharged me for gas and were rude when I called about it. I filed a complaint with customer service. I will never use this specific uhaul vendor again.Robert V.
Better instructionsSunny N.
Furniture pads were not available and no agent was available for questions.Wilfredo S.
Customer did not leave a comment.Jonnathan O.
While I understand the owners of this location were stranded due to a flight delay and bad weather and could not make it back in time for my rental after the holiday, the way uhaul handled it was a joke first my reservation was for 8:30 am i get there and no one to be found and they do not open til 10 am so i call the number on the door and find out they are not coming in today and to call uhaul dispatch . which i did and was told they can only check out truck share not equipment. by this time i have to leave to get to my destination to at least do the paper work for the car i'm picking up since i also have a strict appointment time of 10 am for that . finally at 11:09 i get a call for another uhaul rep to meet me at the location to pickup the trailer so i go an hour back to the same location and he takes a picture of my license and my attachment and I'm on my way. i could have sent them two pictures and been on my way when i was there in the first place three hours prior and as far as excuse that they have to connect it , i never let them connect trailers to my truck or if i do i double check it myself because I've had a hitch through the tailgate and its not fun. Let me clairfy this was uhauls fault not this dealer.RICHARD M.
It was great. ThanksMarcelo J.
Customer did not leave a comment.Lairyn J.
Abdul was wonderful! He explained everything about the truck rental and made the process a very nice experience. Thank you Abdul!gerardo L.
Customer did not leave a comment.Pranav S.
Customer did not leave a comment.Dwayne P.
No one was at the desk for this location, had to call a chain of 3 numbers to get any help. Miles were not recorded properly.David K.
I took the truck with 3/4 full tank. There was no way for me to measure how much would exactly replace what I used so I filled up the tank on return and they refused to return the credits to meJohn N.
Customer did not leave a comment.AGBLO I.
Customer service is not deaf friendly. You have to call in order to get any type of help which I cannot hear on the phone being hearing impaired. The text app worked until my phone died which I kept telling them I was soon about to lose power. Had to walk around the neighborhood to find s Charger them charge it which took almost three hours. Finally got throwing and they gave me the code. The code worked for opening the box but the wrong truck key was there. So I tried to get someone to call customer service for me after waiting an hour for a passer by to use his voice and call. Was placed on hold to a point the guy had to leave. Will never use this device again. Over the past two days it has charged me well over $300 to make one move of some furniture I purchased.arthur E.
I was expecting to have contact with a person instead of phoning for a lock box code. I never received a summary of what was setup on my contract to know whether I had the coverages I had requested in my reservation. I received a general contract that listed all legalese, but nothing about my costs or return location.Malcolm N.
Customer did not leave a comment.Kartik S.
Customer did not leave a comment.Alexander S.
This location was Awesome very Helpful and superior service I would Recommend this location to Anyone I know !!!!!Rashad B.
Greater ease of check-in at the front desk, but the gentleman who completed the check-in was great and efficient!Matthew R.
Customer did not leave a comment.jinendra W.
At pickup have to call owner to pick up, there is no one on-site; location is a noisy gym, so difficult to hear anything. Truck was clean but poorly maintained, clearly needed lubrication.Nicholas S.
Customer did not leave a comment.Sean M.
The process to pick up and drop off the truck was too bad and long , this is the first time I used uhaul and the customer service is useless, they did not help with anything. I asked someone who used uhaul before too and the same thing happened to them so I will never recommend this service to anyone else.Edwin V.
No one was there when we went to drop the equipmentSupriya P S.
Relocated 3 time to pick up the truckLoc L.
Customer did not leave a comment.Joyce R.
The website authorized pick up at a different location and the night before sent us to this site. This site has several businesses and doesn't focus on uhaul. Their small uhaul desk was un-monitored and it took 10-15 to get keys. After I was tossed keys and told to go I was called by another manager off site who had to redo the entire rental process. It was not a pleasant or service oriented experience. Other than the doll they also failed to provide the mattress covers and other add ons we paid for from our website reservation. We won't use this site again.John H.
Customer did not leave a comment.SANDEEP M.
Customer did not leave a comment.paul K.
This online order is just pure stupid. I dropped off the truck to different location in sterling, va cascade Blvd location and now I have been charged $256.12. I told Abdul (the guy who rented the truck to me in Gaithersburg, md) that I can't come back to Gaithersburg location to drop the truck up. He told me that it is ok to drop it off at different location. He did not say that I will be charge for that. That's why I said that online rental is pure stupid. Someone caring with the knowledge should be at every location to make sure that these things do not happen. I filed a complain with Uhaul and also called my bank to dispute this trasaction.Homan H.
Customer did not leave a comment.amy C.
The place I was supposed to pick up the key was closed and I had to call the representative's mobile phone several times, with no answer. The national rep got through to her and she did call me back and told me how to get the key from the lock box.Christine S.
1: Maintain and check functionality of vehicle. Transmission needs work. 2. Make sure you hand the driver's license back to the customer( license was left on counter- when we returned to get license- no one at counter, and the license was unattended on counter.Bennett R.
Uhaul (corporate?) called me several days after returning the Uhaul/equipment telling me that the return was overdue. I told them that I had returned everything the same day, within a few hours of pick-up of the Uhaul/equipment. I finally got a receipt on Tuesday (rental was Saturday) with the final charges. I'm assuming, they forgot to check the Uhaul/equipment back in or something, but I'm not sure. I've rented from this location before and there wasn't someone available at the front desk very quickly the first time I rented from this place either. I won't be renting from this location in the future.Parth D.
Customer did not leave a comment.Pamela T.
Nothing! Everything was awesome from picking up the keys to dropping the keys off. Thank you.JOHAN ROBERT M.
The proprietor or employee showed up at 10:15 when the location was supposed to open at 10:00. (He was pleasant and competent when he did show up, but 15 minutes is pretty late.) That was bad enough. But it was made worse by the fact that 2 of the first 3 U-Haul phone assistants could not help me when the online pick-up did not work (your system could not locate me despite the fact that all my phone settings were on). Then, instead of packing blankets, which I'd requested online, in the back, there was a dolly, which I had not requested. That delayed me further. As a result of all this, I was a half hour late to pick up a family member because I'd thought I'd be driving away at 9:15 or 9:30, not 10:30. Not good. Going forward, I strongly recommend two things. First, advise your phone assistants to tell people who run into online pick-up trouble, as I did, to download the app; the third assistant I reached did that, and the process was fast and easy thereafter. Second, advise the businesses that offer U-Haul rentals to be sure the office is staffed when it says it's going to be staffed.Jonathan W.
I elected to get rent a dolly with my the Uhaul truck. I was not provided with a dolly and was charged for a missing dolly I never recievedRobert O.
Customer did not leave a comment.Adrienne E.
RECEIPT DID NOT ACCURATELY SHOW THE GAS. I WAS SURE TO ADD MUCH MORE GAS THAN I PICKED UP THE TRUCK WITH, THIS DID NOT REFLECT.Erin F.
Customer did not leave a comment.Douglas B.
Friendly, helpful. Car ready on time and in great condition. Convenient location.George C.
Customer did not leave a comment.Duane S.
Contract changed from online from 40 mile on way to 30 mile one way adding mileage to my tripJason P.
Customer did not leave a comment.Cindy H.
Customer did not leave a comment.David B.
I paid for and expected moving pads to move dining room furniture. There were no pads in the truck and no one in the office to get some from. There was a trolley in the van which I did NOT want and only added to the possibility of damaging the furniture. I will NOT do phone pick up again.William R.
The truck was filthy. I even reported this to the location consultant whom stated that he will call me back, but never did. I should not have to pay full price for this rental. I will await 2 more days for a return call before I proceed with matters in my own hands.Chinedum O.
The wrong address was noted online for the location. Reserved vehicle for 1 day but was advised because it was the weekend a 2 day safe move charge would apply. Very crowded environment. Had to wait a while for service until other business matters were completed by representative,.When the passenger door of the UHAUL was opened a bottle of water fell out of the UHAUL, One lady stood at the door beside customer for a while, until customer was driving away while carrying 2 red bags, she walked across, in front of the UHAUL in one direction then a man walked across the front of the UHAUL in the opposite direction.Jonas U.
Not a thing.Katrina W.
Make sure the correct rental vehicle key is in the correct key box.Anthony B.
Customer did not leave a comment.Aprile P.
Customer did not leave a comment.Erin P.
Customer did not leave a comment.andrew F.
Mr. Abdul was very kind and professional. He assisted me to solve my problem. Thank you so much.Rafael C.
Pick-up was difficult, pads and dolly were missing.William M.
Excellent customer service very smooth and easy pickup and dropping off the van. I will definitely rent from them again.Bradley G.
The closing time online says 6pm, they say is 5pm, for the return I was 4:45pm they were goneRicardo A.
Customer did not leave a comment.Sophia B.
Customer did not leave a comment.BRENDA M.
Customer did not leave a comment.Moumouni B.
Customer did not leave a comment.Sergei O.
Customer did not leave a comment.Megan R.
Customer did not leave a comment.Steven B.
Customer did not leave a comment.JOSHUA W.
Tiny office is a side business to owner's primary business. He was polite but disorganized, his computers were down, we had to talk to uhaul customer service on his cell phone, his office was closed and locked when we got there and had to call his cell number that was on a piece of paper taped to the front window for him to come open the office at 1pm, he did not have enough supplies on hand to meet our reservation. He was friendly and polite.Peter D.
Van was clean and ran well. Abdul was very helpful. U-Haul website was a glitchy mess but that's hardly this location's fault.David S.
No attendant present. Pickup location was changed prior to pickup day without notification.Bryce C.
Customer did not leave a comment.Jon S.
We ordered moving pads and they were not available at this location. Not their fault, I'm unhappy with the online and 1-800 service. Please make sure that you assign a location that has what the customer needs and orders. We had to go to two other places to get the pads which was very inconvenient and could have been easily avoided if you provided what we reserved.Kevin M.
Store overcharged me by double, and fortunately a seniorH.C. P.
Customer did not leave a comment.Laura R.
The owner/manager was a very nice guy - however he is running out of the front of a boxing gym - there were minimal packing materials, and his knowledge was a bit limited for example about how to get a smaller hitch on a 20 foot truck. The truck itself was right on time and the pick up was also right on time I hate to give him a negative review because he was very pleasant, but it was nothing like other Uhaul pick up sites in Rockville in that there were no ancillary supplies -Andrew M.
Quick and easy checkout and return, and very friendly staff. I give this location 5 ?? !Cassandra A.
Customer did not leave a comment.chouzen G.