Kayla is wonderful to work with, patient, and makes the whole process easy, both pick up and drop off.
JEFFREY S
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.
Slow internet connections - made on-line sign in sluggish. It worked, but leave 10 extra minutes to go through the process. Make note U-Hauls 1-800 number before getting to the location. Staff at store recommended calling the U-Haul 1-800 number as a back-up, saying that usually can get the check-out done more quickly, especially if one has trouble with internet..
Mark TTrying to pick up the vehicle with the App was a nightmare, and the more than 30 minutes figuring out how to do it without any human help on site whatsoever, in the cold, is something I do not wish to repeat. I doubt I will be returning to Uhaul.
Michael OI need transparency in pricing. I was under the impression it was a flat fee and not charged and additional 200 dollars in fees
David SI was told last minute that I would have to get a truck at a diffeeemt location than what I chose it seemed disorganized I don’t understand why I was not given a truck in leesburg where I live when they had many .20ft trucks Also the blankets weren’t there so then I did have to go to Leesburg . Yes I was not charged for the blankets The drop off location was excellent ! Ir was not the best experience !
Cheryl MIt took me an hour to pick up the truck because the company had not yet checked in the keys from the previous renter. There was no apology whatsoever.
stacy nBlankets were missing but ordered late.
Bill RThe woman who runs that location was very kind and efficient!
Erika OYou as a company completely dropped the ball on my account. You had me in the middle of no where completely screwed.
Emily MTrucks need functional air conditioning
MICHAEL Dit was great from start to finish. very organized!
Dawn MNo suggestions for improvement, however, please note that the staff at West End Motors provided a level of customer service second to none. Even in the midst of a snowstorm, they were well prepared and most accommodating (it helped greatly that they own a snow plow). My compliments.
Randall CI got no help from the pick up location, and the gas tank was just below half tank when I started it up. So when I put gas in, I filled it to where it was when I picked up the Uhal truck (just below half). I put just over $35 into it. Then when I dropped off the Uhaul to the drop off location, and I started the checking out process, I entered where the gas was, and Uhaul said I returned it with less gas than when I picked it up, so they charged me $23ish bucks. That is not fair.
Steven CWest End is the very
terri dWest End is very professional and takes super care of my needs!
terri dThe lady never check damages, mileage and gasoline when I dropped off the truck, just told me that’s it, have a great day and bye.
Emmanuel Mthe employee was off for 5 days - I kept getting calls that I never returned my truck bc she didn’t check it back in for several days and the manager was useless we’ve used uhaul a few times and never had these issues with customer service
Kelly CWe had trouble using the on-line drop off program. There was no after hours drop off box or directions at the location. If the individual who was closing the gas station next to the site hadn't been so helpful we might still be trying to figure out what to do.
Thomas WEasy drop off
MARIE BTruck cab was pretty dirty and what looked like fur of some kind on passage seat at pick up . Cargo was not very well cleaned ether. Really needed the rental so I vacuumed seats and washed out the cargo before loading. Nothing wrong with the location expect poor cell reception tough to use the app .
Timorhy PThe service was great! Very friendly. The location was excellent very easy to get to. The truck was awesome and it served my need well. Great experience!
LaShell BOnly said hello and seemed bothered as someone (not a customer) was sitting with the employee. I asked if this is where I drop off and the response was “just need the key”. No please, thank you, F off.. again, seemed like I bothered her!
Ryan FEasy return
MARIE BEverything went smoothly and I get a bargain leather sectional in my house today, thanks to you. Only one in area! Book during week for weekend!
Laurie PThe rental went smoothly except the online check was a little tricky. Gave me errors but eventually went through.
Lisa GI requested a Dollie but didn't get it so my rental charge of $12 needs to be refunded to me.
Angela EEverything went well, thx.
RONNIE DI think West End does a fabulous job helping me with my purchases!
terri dThe 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 BClear instructions on where to park.
Alexander GI 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 CNowhere 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 MVery helpful and knowledgeable
Kathleen CNothing at all..
TAIWOOLADEJI ONothing....Everything was Fine...
Kenneth DThey 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 SNo 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 EChecking in, checking out, both processes smooth and efficient.
Barbra TVehicle 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 FI 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 JThe 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 WKayla was very helpful and efficient. The online return system was super easy. I will definitely be back!
Peter HKayla at Wheeler Westend Motors was excellent at assisting me with all the paperwork in securing a Uhaul to rent.
GREG LThe 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 SThe trucks need a USB outlet
Alex CVan 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 ATruck was not clean it was dirty and had plastic cups and face mask left inside.
Jeanne AHave packing material and blankets available. Check out procedure was terrible and painful.
Stephen BWas 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 DThere 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 LThe 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 VWas a drop off spot. Had to leave the key with the store next door.
Helen SI 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 cVery nice folks. Great experience.
Scott GThey did not have the pads we requested. We had to pick up and return pads in a different location.
James DThe 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 all
JANNI BVery easy rental, great to work with and helpful!
Cathy LDon't advertise yes. It's my little secret and they're never busy : )
matt mThe 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 ZYou 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 hNo comments at this time .
William hAgain 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 MThe 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 VAbsolutely nothing to add except how great they were
jasmine oWe 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