I had problems w the app and there is no one at this location that could help. I had to call, and there was a 20 min wait just to talk to someone. When I did get someone on the phone, I was told that my truck was not there. I was offered a larger truck at the same price, however, my furn pads and dollys would have to be picked up elsewhere. After another 30 minutes on the phone, with another agent who was supposed to be able to help me find a local uhaul, the phone disconnected. Did not get what I had reserved. The day before my pickup, I received a text asking me if I would mind pulling a trailer to the location I was headed to. Due to my short timeline to get things moved, I could not do it. After I said I could not haul the trailer, my pick up location was changed, and the truck was not there, nor was my other equipment, and I spent almost an hour on the phone. At this point, I would not recommend Uhaul, if this is how customers are treated.
Susan T
Nutley Street Service Center
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Fairfax, VA 22031
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- 3.0 Average Customer Rating
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How U-Haul Reviews WorkAwful customer service. U-Haul location was at a random gas station, and it was impossible to speak to anyone. Staff didn't understand what was happening, and the U-Haul team didn't know what was happening. It took one hour for me to actually get my rental. The rental itself wasn't bad, but obtaining that rental was awful.
Artur KRequiring renters to use their own cell phone for the entire check-in / check-out process is definitely not ideal. The staff needs to be trained on how to check-in renters who aren't using their own cell phone.
Ryan HI couldn't get the help I needed; I was overcharged. I used the car for one day but was charged for two. The person in charge said they would help me with the return process but didn't do anything, and I ended up paying more.
Gerson KI was told they’d have a dolly and they didn’t which made the move way more difficult. When I asked for a refund they said call u-haul but when I called u-haul they told me the storefront should give me the refund. Would appreciate getting the services I paid for. Especially since I reserved this ahead of time and called to confirm my order and was even relocated because they said this location would have what i needed.
Abigail F