I recently had a very disappointing experience with one of your rental locations. After returning a trailer, I was wrongly accused of not returning a dolly that was, in fact, inside the trailer. This led to an unwarranted fine being placed on my account. It was only after I followed up that the location’s staff spoke with another employee, who admitted they had found the dolly and placed it inside without notifying the manager. While the charge was eventually reversed, this situation should never have happened in the first place. As a business owner myself, I believe due diligence should be done before penalizing customers. Being accused and fined without proper verification is unprofessional and reflects poorly on your brand. The time and effort I had to spend resolving this issue created an unnecessary and frustrating experience. I hope U-Haul takes this feedback seriously to improve internal communication and ensure customers are treated fairly in the future
RAMIE A
B Line Solutions LLC
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Dumfries, VA 22026
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End to end, a great experience!
JUSTIN TJurgen is great! Very customer service oriented.
ARTHUR AOne hour ferther then the original contract.
MICHAEL CTo Whom It May Concern, I am writing to express my utter outrage, deep disappointment, and complete dissatisfaction regarding the catastrophic experience I endured with U-Haul and Moving Helpers on August 1, 2025. What should have been a coordinated, professional move turned into a disorganized, stressful, and infuriating ordeal that I would not wish on anyone. Let me be crystal clear: I upheld my end of the agreement. I picked up the truck on time, had my belongings ready to go, and was fully prepared to begin loading at 11:15 AM as scheduled. The moving labor, however, never arrived. No call. No text. No explanation. After a brief exchange earlier in the morning where they asked if it was raining and I clearly stated that it was not,they vanished without a trace. Ghosted. Inexcusable. I made multiple attempts to reach them, calling, texting, trying every avenue possible to salvage the situation. The silence was deafening. Their negligence left me in an emergency situation, completely disrupting my timeline and adding extreme, unnecessary stress to an already demanding day. When I reached out to U-Haul for help, I was given a phone number for Moving Helpers. I waited on hold for one hour and twenty-seven minutes, only to be hung up on. I was finally able to reach someone hours later, who casually informed me that the movers claimed it was raining and cited "safety concerns." Again, let me reiterate, it did not rain. This was not only dishonest, but a blatant attempt to justify abandoning their obligation without so much as a courtesy call or professional notification. Due to their complete failure, I had to call two friends at the last minute, compensate them for their labor, and keep the truck an additional day, all of which incurred additional costs and significant emotional distress. While I was told I’d receive a refund for the mover’s fee (which is the bare minimum you could do), that does not address the financial burden or emotional toll this situation created. I am demanding additional compensation for: 1. The extra day of U-Haul rental required due to the movers’ no-show. 2. The out-of-pocket cost to pay the friends who stepped in to do the job Moving Helpers failed to do. 3. The time lost and stress endured navigating this fiasco, which was entirely preventable with even a shred of professional courtesy. This was not just bad service, this was gross negligence, and it reflects terribly on both Moving Helpers and U-Haul for continuing to affiliate with such unreliable and unaccountable contractors. I sincerely hope you take this seriously and respond accordingly. Because if this is what customers should expect, you are not only failing them, you are actively causing harm. Tamara L. Moton Concerned — and Furious — Customer
TAMARA L