Moving Truck Rental in Gaithersburg, MD at U-Haul Moving & Storage of Gaithersburg

No furniture dolly was available despite be indicated in order and confirmed via phone the evening prior to pick up

Employee's were very helpful.

Inside of cab needed to be wiped down. 24 hour pick up was not 24 hour becAuse system was down and location could not get into reservation system in order to add the key box number for after hour pickup. Someone should have called me.

Your “opt out” option is bullshit. I always opt out of insurance and supplies and moving services but apparently this type I accidentally didn’t opt out so I’m charged for insurance. Your service guy told me they would take care of it but didn’t. So, your “opt out” trick made you $8.00 in the short term but lost you hundreds of dollars in the long run because I will never do business with you again. Your business executives making the “opt out” decision must have failed out of the customer service class in business school.

Simple, easy, and honest

They took care of me, give everyone a raise or a pie. If you do wish to reward the employees with a pie, you must allow them to pick the filling of said pie. Thank you for another successful U-haul rental. Pies for everyone!

I drove the truck for 13.8 miles, and added 3 gallons of gas right before I returned. That was more than what I used. Then I found out that I was still charged for GAS, with "EZ Fuel Sales" of $14.85. When I called the store after I saw the charge, they explained the original contract showed 15/16 tank, and when I returned it showed 13/16. When the person explained the paperwork to me before giving me the truck, he mentioned 7/8, and I saw the tank is about 7/8 (slightly less but close). After I drove away, I relized that the paperwork had the mark at 15/16. Thinking the reading is always subjective and my time for moving is a little tight, so I decided not to come back for it. For the 17' truck the gas mileage is close to 10mpg, I guessed that I used less than 2 gallons. But to be safe, I added three gallons at the gas station right next to UHAUL at return. Maybe it is my fault not to correct the original contract in the first place. Doesn't UHAUL has responsbility to check their readings? When they do err, is it a conincident that the readings are always against he customer, i.e. reading more at checkout and less at return ? Is it fair that customer should pay for UHAUL's mistake (wrong readings in the document at checkout). Another complaint is the promised manager's callback. it didn't happen.

Had to wait on the car towing because it was not at the store at the time I ordered it.

Check each trailer to see if there's a padlock on it from previous customers and open each trailer to make sure previous user has left it clean and did not leave anything inside trailer. We picked a trailer that had a padlock, no one checked contents inside trailer, the connection wire was missing, the rubber for chains was missing as well, we had to connect the trailer to the hitch oursleves. Uhaul broke the padlock and checked contents of trailer only after we told them that there was a lock on the trailer. They were not aware of the lock. All of these things delayed our departure.

On the phone for hours. Didn't understand the service person. First dealt with Lake Forest uhaul. That was a nightmare.

very bad costumer service. they could not help me to solve ML problem.

Check was smooth and I was able to get truck early. Return the next morning, guy at register not so nice and not helpful. Gentleman that checked truck in VERY nice.

First time I arrived was GREAT . The representative working with me and my team was communicative and explained everything in detail along with my questions while being patient!!! AWSOME! Today however was not. I only came back because of my horrible timing, I couldn't manage to pay for my storage during business hours. Unlike last time my payment (who the service was for) was originally being refused by a lady I believe was the manager, simply because of who was my designated driver. Keep in mind it was the same approved driver of two days ago, for some reason now it was an issue and demanded the driver pay with a card that stated his name no matter how much I explained it was done before, payment went through and it wasn't an issue for either party. Denied. Until another associate vouched, then it was an issue of my ESTIMATED mileage having to be a minimum of 50 when my storage was literally 2 min away from their location and my belongings at a 5min drive (max) away. The most I would use would be 10 miles and I had planned to only have the amount on my card to cover 15m+insurance+truck. Instead I'm denied service and forced to pay too damn much for such a small trip when even in my confirmation email The total was estimated for a realistic trip. What's the point of having an estimate if I'm being charged an unnegotiable minimum without being made aware?? I had to loose time for the rest of my schedule to go and deposit more funds I had planned for another use because of whatever happened to her that day, that she decided to be difficult with me for no logical reason

More parking space.

I could not pick up the truck on time that I reserved because the person who were using it didn’t return on time. Employees were blaming on the customer and not trying to solve the problem right away. Need to have back up truck all the time. I picked up 1.5hr later than I supposed to, I wasted my time. And the manager wrote $50 credit and suppose to remove insurance which I did not requested and I received full amount charged! It looks like nobody is in charge of service at all. I was so disappointed. Bad customer service.

Amount Charge is not accurate. Please review and make adjustment. One day rental not two.

Need more staff as well. One person working at the counter with a line of at least 10 people. I went in 3 separate times trying to return the trailer and ended up leaving the first 2 times due to a ridiculously long wait.

Answer the phone,please

U-haul has a very bad system of reservations that needs to be updated. They will allow you to select a location so you think the truck or trailer is there and then they have someone call you and tell you its 15-20 miles to the nearest location that has your truck. This is unacceptable in this digital day. Its unclear to me why they haven't fixed this but a real time inventory should be something they can do. Also they charged my card for something unauthorized and they had no idea why but wouldn't refund so I had to cancel my card. I would never use them if there was another way to rent a truck for a move.

1. I was extremely pleased with my experience. 2. I suggest. at the initial check-out, the rental agent instruct the customer what to do with the truck, keys. etc. if the truck is returned after business hours.

i felt that the staff was blaming me for the condition of the truck......there were several employees who were nice, considerate, and help ful because of this I would recommend the location to friends..but the way i was treated when i arrived left me feeling aggravated and disrespected

Drop off went well

The Mobile Pick Up option looked like it was more efficient on paper than it did in person. The fact that I still had to wait in line to receive the keys after I did all of the normal check in work myself made the process not so efficient in my opinion. I will choose the check in process with an actual counter person next time to save time. Perhaps UHAUL can have a section at the counter specifically for Mobile Pick Up customers during peak times to save time.

I asked what I would be charged if the vehicle or not returned on the same day I was told it would be $40 a day. When I return the vehicle five days late it was $40 a day plus $28 a day for extra shirts that was not needed because the vehicle was sitting in my driveway. I only had to wait for crew to come over To help unload it. If I would’ve known I was going to be charged for another $140 for insurance, I would’ve called and told them to cancel the insurance because it was no longer needed. Not good.

Very good customer service and it didn't take long too process me in for my rental. I've been using Uhaul since 2008 and have nothing bad to say about any location!