U-Haul should make it clear that the mobile pick-up option requires an approval process, in which the customer must wait for approval to rent via an online service that verifies the customer's driver's license and may ultimately call the "additional contacts" that the customer lists to verify identity/responsibility before the keys to the U-Haul truck can be obtained. I waited in the parking lot watching the mobile app pinwheel for about 20 minutes before I could get the keys to my truck. Even once I was "approved" and got the keys to my assigned truck, the customer in the truck in front of me was not yet "approved" so I had to wait additional time. Eventually the U-Haul employees helped move this truck out of the way for me, but only once I waited for another 5 minutes and then complained inside. This experience was quite frustrating and unexpected. Because the "approval" process cannot begin until you are in the parking lot (or within a certain GPS range) and within few minutes of the beginning of the rental period, I was not aware of this 20+ minute process until I was already running behind schedule. I selected 9:30am as my pick-up time and arrived at 9:20, thinking I could leave the lot by at least 9:45, as I had scheduled a reservation with my building's freight elevator beginning at 10am. I did not pull out of the U-Haul parking lot until 9:55, which was not anticipated or factored into my moving plan for the day. The truck itself as well as the staff inside the U-Haul retail store were all up to my expectations. Just was quite frustrated by the extra time wasted standing in the parking lot with no idea how long it might be until I could get the keys and head out. Not the most stress-free way to begin moving day! Otherwise, the equipment was great and the truck fit all of my stuff. I will certainly use U-Haul again in the future, but be sure to allow for more time for issues like online approval and getting blocked in the parking lot.
Trailer Rental & Towing in Washington, DC at U-Haul Moving & Storage of Capitol Hill
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Trailer and Towing Supplies
I would be more clear on instructions for contactless pickup during COVID-19; I would have appreciated a bit more help and guidance. I also asked for a dolley, and was told that the person outside would provide one for me, however they did not and it slipped my mind since I was busy taking photos to prove no damage was on the vehicle. Fortunately the cost was removed from my account, but it would have been nice to have more clarity on who was supposed to provide my dolley and where.
Excellent customer service. Check in and out were fast and pleasant. The people were competent and nice. No surprises on timing or billing. Great job to your team and thank you.
The mobile check-in was a disaster. Having to wait 15 minutes to talk to someone on the chat was troubling. There was zero indication I would need to take scan my ID, but I did. Then, you ask for two phone numbers to verify my identity. Those people are asleep and I had no time to give a heads up. Also why would I take my passport to Uhaul for the check-in? Why would I carry a physical copy of my lease? I couldn't even upload the electronic lease. Then the cherry on top was not being given a dolly as requested because they left the lock on the uhaul. I drove off with the truck after being told everything was good to go, I bring things to the truck and there's a word lock on the truck. They forgot to take it off and I spent 45 minutes trying to contact the local Uhaul and corporate saying to get bolt cutters if possible, or return the Uhaul. Impossible options because my personal belongings were on a loading dock and would be stolen if I left them, and there was no angle to cut the lock. I've rented several times with Uhaul, with zero problems. My information should have been on file already. I will probably be refuting some charges once I see the receipt.
We had an exceptional experience. Both the check-in person (inside) and the young man helping us with the truck were very courteous and helpful - great customer service! THANKS.
maintain the suspension of your trucks a little better. Somewhat of a rough ride, but otherwise very clean and well kept
See my comments about pickup location. Overall I was deeply disappointed that the server at the dropoff location LIED to me and told me I could drop it off anywhere in DC. I was also disappointed that I had to argue for 20 minutes to be permitted to drop it off where I had been told I could do so. Overall a stressful and disappointing experience. Primarily due to the drop off server, rather than the people at K St.
One person working in office did not wear a mask because he "forgot it". This is illegal in DC. He should have been sent home. He's endangering customers
Rude staff. Not all wearing facemasks.
I rented a van. When I went to pick up the key, they could not find the key, took about 30 min to get another van for me. They did not give me a utility dolly I had ordered. Before I left I realized that they had padlocked the back of the van. I asked them to remove the padlock. No one knew the combination. Took about 20 before they figured it out.
The location was very understaffed. We waited in line for 25 minutes. There were several workers walking past without acknowledging customers waiting in line. When we went to the lot to get our rental. The person working in the lot was no where to be found. After walking around the parking lot several times we found the worker inside the U-haul on his cell phone. We finally got in our U-haul there was no air. We had to get back in line and waiting an additional 20 minutes. The young lady working the counter on the morning of 7/3/20 was very nice but overwhelmed as all her co-workers seemed to be purposely avoiding customers. The lock on the truck did not work. Overall the service was average. I would rate worse but the young lady at the desk did all she could but she needs help. One line open in the heart of Capitol Hill is unacceptable.
Pick up and drop off system stinks. If a customer reserves a,truck 24-36 hours before needed, i understand the 'system' assigning a pick up/dropoff location, BUT not when you reserve dsys in advance. The system should confir the preferred location immediately.
process of picking up the van took over an hour, which made my move difficult and stressful since I had to return the van at 3pm. the van was nowhere to be found, and when we found it, it was parked in behind six other vans. We tried to find someone to help but staff were unresponsive and costumer service over the phone never picked up. When we finally got the van, the mobile app was a mess. Had fo submit pictures over four times, adding to the delay. I got a call from costumer service about my submitted documents while i got messages over the app by someone else. It was extremely confusing and frustrating after taking 45 minutes find the van. My move was delayed by ove ran hours and then rushed in order to return the van. I tried to contact costumer service about this but they never answered. Overall, I'm very disappointed with this experience and renting from uhaul made the process if my move more complicated and stressful.
I was charged an extra day even though i had it reserved for three days and dropped it off the next day,I understand that i dropped it off after hours and had to pay for sunday.but cant figure out why i got charged for the 30th an extra day when it had been there since sat night at 630pm
Suggest to have a sign on the lot where to find the office with drop box for keys. Hard to find!
The check in process took up 30 minutes of my rental time alone. The app kept losing connectivity (my phone did not it had full bars 4g). Some of the extra items to verify for you are completely bonkers. Who carries their lease agreement when that wasnt mentioned?
Waited over an hour to pick up my truck this morning because there was only one person working. Do better.
I had a reservation a whole month in advance and when I got there, not only did the code for retrieve keys not work, there were not even keys for the vehicle in the lockbox. Instead of a simple, no-contact pick-up, I had to stand in line for 40 minutes to wait for them to change my reservation details just to get keys and a vehicle I had registered for weeks before. My flatmates and I are moving a whole house in 2 weeks and we will be using a different location.
The mobile check-in process wasn't quite as seamless as we had hoped, but that was probably due to some last-minute changes to the reservation. The folks there were very professional and friendly.
Rent at this location frequently. Staff is always courteous and gives consistently good customer service.
Christopher and Robert made it possible for us to accomplish in one day what could easily have turned into two days of moving office equipment . Know that we will highly recommend U-Haul to others ... even during these unsteady times.
Agents were friendly and helpful! Cargo van was immaculate! Would definitely recommend!
Everything was quick, easy and high quality rental. Made moving easy! Thank you
Thanks for everything! You guys are awesome, friendly, and very professional.
Had a bad experience while picking up the vehicle. I had chosen mobile pick up but since the facility was open. It would've been faster to do an in person check in, but the associate at the counter did not entertain this. It could've saved us half an hour. It might also be a good idea to send a reminder to the customer to complete the check in process (upload photo, drivers license, and so on) on the previous day. I started the process after my pick up time, and I had to wait 10-15 mins for approval. While this turnaround time was great, I would have loved to be reminded to do this the previous day. I also checked with him if I can extend my reservation beyond 5pm, to which I was told it is booked beyond 5pm. We ended up hurrying our move, and skipping parts of our luggage so we could return the vehicle in time, only to realise at 4pm (when I called) that the vehicle is available till end of day. I'm not sure if the booking space opened up during the day, but it would have been much better if we knew this at 10am when we picked up the vehicle, especially when we specifically enquired about it. It would have saved us a lot of extreme physical work. Apart from this, the vehicle was very clean, did not have any issues, and I was happy with the experience with after hours drop off as well. I would give a rating of 5 but for the issues highlighted above.