I requested a Dollie but didn't get it so my rental charge of $12 needs to be refunded to me.Angela E.
Customer Reviews for Westend Motors
(U-Haul Neighborhood Dealer)
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.
Everything went well, thx.RONNIE D.
Customer did not leave a comment.Shane B.
I think West End does a fabulous job helping me with my purchases!terri D.
The lady was helpful and the rental process was pretty quick but the location is not appealing. The truck was not cleaned, one of the headlight was fading and the right side mirror was missing a blind spot mirror.Charly Bernard N.
Clear instructions on where to park.Alexander G.
I think I was supposed to return the key in the same place/way I picked it up, but wasn't 100% sure. The only issue was that it didn't have a clear instructions on self turn in on how to return key. The self checkout (pickup) was very clear though.Jon C.
Nowhere online did the inside floor dimensions for the 10' truck I rented include any awareness of the lost intrusion space due to the inside wheel well caps and the protective cover for the fuel filler pipe. This messed us up in being able to fit all the furniture we had to move. Had to stuff some of it crammed into the wife's car.Thomas M.
Very helpful and knowledgeableKathleen C.
Nothing at all..TAIWOOLADEJI O.
Nothing....Everything was Fine...Kenneth D.
Customer did not leave a comment.Duane S.
They didn't load the dolly which made my reservation completely useless. I even ordered a dolly in advance. Then they overcharged me and couldn't find my order so the girl just hung up on me and refused to answer phone calls. Then she accidentally sent me a bill for some other poor soul billed over 2,000 dollars!Lorena S.
Customer did not leave a comment.Edward B.
No moving pads or dolly. Back of the truck still had wet carpets and was dirty. Fuel 1.4 full. My comment to improve for the next customer would be to rent from Penske.Peter E.
Checking in, checking out, both processes smooth and efficient.Barbra T.
Vehicle was not very clean. Windshield washer fluid was empty and as soon as I started the vehicle it said it was due for an oil change. I was driving 550 miles with this vehicle and it was a stressful reminder every time I started it up. Also the inside from windshield was just awful. I needed to stop at a service station just to get paper towels and glass cleaner to see through the nasty spots streaks that were a distraction while driving.Aaron F.
I had to drive 2 hours just to pick up the truck. It would be great if there were large trucks available closer in the metro area. The young lady who helped me at this location was Awesome!!!Jacqueline J.
Customer did not leave a comment.Randall H.
Customer did not leave a comment.Christopher W.
The pick-up procedure through the app was OBNOXIOUS and gave us the run-around asking for passports and such. Who has their passport on them to pick up a truck? We ended up having to go in and talk to the guy in person, who was very helpful and worked out it for us. But that was NOT a simple, easy, contact-less pickup.Eila W.
Kayla was very helpful and efficient. The online return system was super easy. I will definitely be back!Peter H.
Kayla at Wheeler Westend Motors was excellent at assisting me with all the paperwork in securing a Uhaul to rent.GREG L.
The keys were in the lockbox and anyone could have taken the keys. Someone could have stolen the truck. The back of the truck was dirty/not swept. There were furniture pads that were not folded. Also I did not need furniture pads. This is the only location in the area so I would have to recommend it.William S.
The trucks need a USB outletAlex C.
Customer did not leave a comment.Jordan B.
Van had sand in it and empty cups and gatorade bottles. Also I did not get use of a dolly that I had paid for. Person at counter was oblivious to this and it was not available. Had to call to get a refund- not sure if this was processed yet= hasn't shown up on my credit card. The Van was great- only 6000 miles so pretty new and did have a full tank of gas which is how I returned it. Overall not a bad experience. Also my pick up location was changed and no text was sent to me or email. I happen to call evening before and found out by accident thankfully.Marta A.
Truck was not clean it was dirty and had plastic cups and face mask left inside.Jeanne A.
Have packing material and blankets available. Check out procedure was terrible and painful.Stephen B.
Was required to relocate the pick up location twice since the other locations refused us service during business hours during a very important move we were making. When we finally got to our truck, it was filled with DIRTY LAUNDRY, TRASH, USED FURNITURE PADS, and COVID-19. I will never use Uhaul again! Shame on this company.Connor D.
There was no drop box for the key, even though the sign on the door indicated that there was mobile-only pick up and drop off. How are you supposed to drop it off if there is no drop box???PAUL LEONARD P.
The people at the pick up location were 100% useless. They told me to download the UHaul app and follow the instructions. The U-Haul app did not list the Lovettsville Va location so I was unable to use the app. I was then instructed to call Bradley, who was so rude and barking instructions on how to check out. I will never use this location again! And I'll tell 10 friends to stay away from this worthless business.Hugh V.
Was a drop off spot. Had to leave the key with the store next door.Helen S.
I went to this location and made the reservation. U-Haul national then tried to give it to a location 18 miles from my house. I went back to this location and Debra straightened it out. This location is great. U-Haul website is not.chris C.
Customer did not leave a comment.michael O.
Very nice folks. Great experience.Scott G.
They did not have the pads we requested. We had to pick up and return pads in a different location.James D.
Customer did not leave a comment.GARLAND C.
Customer did not leave a comment.Thomas S.
The whole process was very easy I even had a problem and they worked out really quick everything's great I've always had excellent service with you allJANNI B.
Very easy rental, great to work with and helpful!Cathy L.
Customer did not leave a comment.Jennifer Z.
Customer did not leave a comment.Olga M.
Customer did not leave a comment.Daniel C.
Don't advertise yes. It's my little secret and they're never busy : )matt M.
The truck was dirty in the cab and had severe scratches all over and visible amounts of significant rust on the bumper. Additionally I reserved 2 regular dolled and a furniture dolly. They were not on the truck. I had reserved only a limited time with moving help and not having the dollies added a significant amount of time to complete my move. In order to effectively use the limited help I had, I had to move my furniture first and then go back for the boxes alone. Another problem is I reserved my truck with a preferred pickup in Leesburg as the uhaul store was open. Instead you sent me to a closed store in lovetsville. I had to check out the truck with 1 bar of reception which takes forever to upload and download photographs. Also my phone couldn't open the previous photos of the truck in landscape mode so I was stuck with thumbnail size pics of a 26 foot truck to check for previously acknowledged damage. Overall in my long history using uhaul, this has been my worst experience in the past 20 years and I will be renting a Penske next time even if it cost more to save me the headaches.Lisa Z.
Customer did not leave a comment.Matt M.
Customer did not leave a comment.Sherri L.
Customer did not leave a comment.Jordan N.
You can improve your digital service. Luckily, I was able to work with a person to get my truck. Your online service just kept me in an endless loop.jon H.
Customer did not leave a comment.JEREMIAH C.
Customer did not leave a comment.thomas F.
No comments at this time .William H.
Again the online check in/out is confusing. There was no drop box as the app suggested and I called (since it was closed) to only find out that gas station next door is where to drop the key.Richard M.
Customer did not leave a comment.Susanne B.
The lock box was left open. I couldn't drop off my key at the box. I ended up having to give the key to the gas station attendant since there was no secure place to leave it.Ginger V.
Customer did not leave a comment.Katherine V.
Customer did not leave a comment.dick W.
Absolutely nothing to add except how great they werejasmine O.
Customer did not leave a comment.Kylen F.
We had some questions about how to work the side mirrors, and it would have been nice if the staff had been trained, but she said they get different trucks all the time and she referred me to the help desk. I decided they were situated ok, and went on with my journey.JANINE T.
The only problem is I reserved blankets to wrap my furniture, this location doesn't have them. They also don't have dollys. This should be noted on the website. I couldn't wrap my furniture so some of it got scratched, I didn't have time to make other arrangements which was annoying.Having said that the employees at this location are great.Stuart N.
My high grading is for the woman who helped me with my truck as well as the district manager who was also really helpful. The actual U-Haul rental was a nightmare! I planned to move on Thursday morning and went to the location where I had reserved the truck. When I went the price changed plus the card system wasn't working. The lady who was helping me was just as frustrated as I was since she had to be on the phone with U-Haul and was getting nowhere with them. I was sent to another location after about an hour and a half of trying at the initial location. I had no luck at the other place and was told I had to come back tomorrow because of whatever issues were happening. In total I spent about 5 hours trying to get a truck! I took the day off work and wasn't able to move until Friday afternoon. When I did go back yesterday though it was a breeze. In 10 minutes I had my truck from the same lady and she was a breath of fresh air through this whole process! Thank you so much!alicia W.
I ordered online and included 10 pads which the reservation okayed and put into the charges. When I got there they told me they had no pads at all. They didn't charge me for them but I needed the pads. The gas tank was only 1/4 full, and I was told to return it that way which is difficult to do. The place is a gas station. Why couldn't they release it with a full tank?Martha B.
Excellent help from staff, always extremely pleasant to work withSuzanne E.
Deberoh was excellentAnthony K.
Debra was outstanding. Very helpful and accommodating.Anthony K.
Customer did not leave a comment.kwin G.
Customer did not leave a comment.george L.
Customer did not leave a comment.Robyn N.
The shop was having problems with their internet so getting the vehicle took a little longer. Great location though, to where I needed the van, will be renting again.Joanne K.
Customer did not leave a comment.James S.
Customer did not leave a comment.Stephen M.
Very friendly & excellent service at Westend Motors!Michael S.
Customer did not leave a comment.Robert K.
Large level lot, easy to find.Gunther S.
Customer did not leave a comment.Martin O.
Customer did not leave a comment.Zach B.
Customer did not leave a comment.Philip S.
Online reservation system failed to notify me that the trailer I needed wasn't available at the initial site. My experience at the location was great.Steven J.
Great staff! Keep them happy and retained.mike S.
They were great! Easy return and correct charges!Caitlin L.
Steering wheel fluid had to be added twice. Tires Bald. Dangerous conditions.Stephanie W.
West end opened early to help me drop off. Thanks for the personalized service.robert C.
Customer did not leave a comment.Larry W.
I was pleased with everything! Thank youbarbara R.
Customer did not leave a comment.Daniel B.
Awesome. West End is a great place to deal with.Martin O.
Customer did not leave a comment.Charlotte C.
Uhaul rep was unable to access my account on line so did not have proof of pre payment. Uhaul rep was too busy doing non Uhaul business to help me hook up trailer or even check at my request to see that I had done it properly. The attitude was basically â€œwe got your money, so we dont careâ€.Erik S.
Quick. Easy. Had everything I neededJEFFERY H.
Customer did not leave a comment.Tamra R.
I was instructed to drop the trailer off at Valley Self Storage in Purcellville, VA. When I arrived the person at the location told me I needed to drop it of at the location I was instructed. I told him the location I was at was the one I was told to use by Uhaul in a text. Rather than be polite and helpful the employee was quite rude. He stated they did not have room to accept trailers and basically told me to shove off. I contacted Westend Motors in Lovettsville and the lady that answered the phone was polite, helpful and provided me with the information needed to get the reservation for the drop off moved to her location. I will not use Valley Self Storage nor will I ever recommend them to family or friends.Eric M.
Customer did not leave a comment.Glenn K.
Vehicle was dirty, windshield dirty, lots of dog hair on the upholstery. Agent was friendly and helpful and van was available in less than 24 hours notice. Pick up and drop off location was excellent.Sheryl G.
While this location is small and somewhat out of the way, the customer service and communication was outstanding. I couldn't be more pleased with my experience picking up my rental trailer.Noel H.
Very helpful and professional staff!William D.
My husband and I just made a nearly 500 mile move. Our experience with uhaul was awful from the start. We made the reservation online and was quoted a price. When I went to pick up the truck they had the incorrect time scheduled and drop off location from what we had booked. I had to drive 80 miles to another uhaul location to pick up a the correct truck. Once there, we were overcharged $400 from the quote we were given, not including the cost of 2 dollies and 12 moving blankets which we paid for but never received upon pick up. The drop off location then wanted to charge us for not returning them. Every time we call, we get a runaround and no one with uhaul wants to accept responsibility for their mistakes. This was a horrible learning experience. We will never again rent through uhaul for any future moving needs.Richard R.
Deborah, the young woman who helped me, was pleasant, professional & efficient. She did a great job at both check-out and return. As an added advantage, there's fuel pumps right at this rental location so you don't need to search for the nearest gas station before returning the rental equipment. I would definitely recommend this location to another potential customer!Brian M.
Customer did not leave a comment.rondi B.