I was very unhappy with my unit it was not the size I expected it to be. Though you had to have a CODE TO ENTER there were people who walked up and put codes in so I felt very uncomfortable. Compared to Lombardy and Staples Mill I felt very uncomfortable and did not go in alone.
Jacqueline A | Overall ExperienceCustomer Reviews for U-Haul Moving & Storage of Scott's Addition at The Diamond
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.
After my experience with this location I will NEVER NEVER do business again with U-haul. My outdoor unit was a poor choice, because After heavy rain about a week ago. There were water damage- rain was able to seep into the unit. A couple of my items were damage. What was I paying insurance for. The late fee policy is horrible and you debit my account without my written consent. Again, I will never rent a truck or rent your storage facility EVER AGAIN.
Elve P | Overall ExperienceHi. The ceiling was AWFUL. The large rat box in there was AWFUL. It was terrible when I had to go in the unit, that's why we moved our stuff out, couldn't take the space anymore. It was fairly empty, we kept book in there that we're written by my boss. I have pictures if you need them.
KATHY S | Overall ExperienceVery helpful staff.
Jamie F | First ImpressionsEverything went smoothly
michael m | First ImpressionsI have submitted a public yelp opinion for the unprofessional and stressful actions of manager Jessica...willow lawn location. The storage unit had a defective latch which prevented lockage. Over the course of a year I had 3 locksmiths look at it....also her own on site employee but she refused to believe it!! Her charging full month at end was totally out of line given all the problems.....reporting to Corporate soon. S
BARBARA G | Overall ExperiencePlease cancel unit immediately
Richard S | First Impressionsfast efficient friendly Thank You
joseph a | Overall ExperienceCould not get access and still
ouassim j | Overall ExperienceNo on-site office and no sign explaining this. The office is a couple miles away and completely understaffed. Some of the staff were helpful but most times they appeared irritated by the customers and not very communicative. I had a lot of problems with this rent and regret using U-Haul. Never again.
Anthony M | Overall ExperienceI enjoyed storing my items here! Everything was safe and free of any dirt or problems. The staff were incredibly helpful with any issues I had, and the gate is secure and works perfectly. Thank you again!
JESSICAMARIE F | Overall ExperiencePrior to the day of move out, I went to the facility to make move out arrangements but there was no one there during normal business hours. I had to call a number that was listed on the door for assistance and when someone finally picked up my call the person on the phone had to make other calls and texts and emails to contact the manager to find out why no one was there. Finally, after half an hour, someone comes walking up to the access gate from inside the facility. I finally got through to him as to what I wanted to do and then finished our conversation. On the day of move out, again, I could not find anyone there to give the lock and keys to, which I was told by the guy I spoke with the other day that they were the property of U-Haul. So, after getting everything out and cleaning the storage room, I left the lock and keys in the storage unit and shut the door. I have to say that not having someone readily available to take care of customer needs is unacceptable and rest assured, I would never use that facility again,
Aldo D | Overall Experiencefriendly and efficient
joseph a | First ImpressionsI would rent again! Units were easily accessible and safe. Current staff was always on premises and extremely helpful!
April W | Overall ExperienceNo lights after dark
Megan L | Overall ExperienceThis place sucks. The gate sometimes doesn’t work then. You’ll call to get the gate opened and they can’t. If you have a problem don’t expect it to be solved. The only great thing is that this place is literally a few blocks from downtown. I was better off renting a cross town in the shopping plaza. At least my questions and problems would have been answered. Actually that’s what I did to solve my problems with this place. Rent from south side it’s cheaper and the manager can actually solve problems. The staff at Scotts location weren’t horrible. They were pretty cool. The manager is slow to fix problems. Overall my stuff never got stolen and I was safe. It’s hot like the air doesn’t work; at that location but it was ok. I wouldn’t rent again at that location. Maybe at another location….
latoshia j | Overall ExperienceThere was mice droppings all on my furniture and bins. The mice chewed through my couch and the cushions.
Ciarra G | Overall ExperienceI was rented a storage that belong to someone else and lost money because i had to rent another one
Veronica H | First ImpressionsOffice staff gave me a unit that was already being used. Plus, his instructions to access my unit were terrible-it took us a long time to find it. Once there, there are too few access doors to get to the facility. And why did I have to go to a second location to check in? Someone should be onsite to check customers in, or let me check in remotely as I was led to believe (but couldn’t). On a positive note, all staff I spoke to were polite.
Beth H | Overall ExperienceThe only problem I had was, I wanted to cancel last month, but I didn’t call until the sixth which was the day that the money was coming out of my account and they told me that I will still be charge for the entire month even though I could’ve had my stuff out on the sixth, so that was the only problem I had with them and the only thing I wasn’t feeling
Venomia H | Overall ExperienceThe office at this location was permanently closed so I had to go to a different location, and this was not made clear on the website. More importantly, the U-Haul communication is terrible. Your app is basically required for everything but hardly works, the wait times for calls is way too long, and I’ve received no fewer than 10 text messages asking for a review even after I’ve unsubscribed. Every person I worked with and spoke with was lovely, and your facilities were clean and fairly priced. But your awful communication with your customers made moving and storing with U-Haul a terrible experience.
Brendan O | Overall ExperienceThis was the worst experience. After two weeks I moved out of the unit. I called the location to inform them that I moved. They requested for me to come in person which was very difficult since I live a hour away. I came into the location an spoke with the manager only to tell her the same thing I said over the phone. She didn't ask me for identification. Later I received a past due notice. This location is very unorganized and I wouldn't recommend them if I was paid. Very bad business.
Marlon H | Overall ExperienceBusiness had to be conducted at a site on broad street even though we were at the site by the bus station
Alexandria M | Overall ExperienceThe ramp in the temp control area is slick. It needs tread strips or textured paint so that it has more traction. Thanks.
VICKIE C | Overall ExperienceBathroom was out of toilet paper and soap.
Connor H | First ImpressionsI never moved into the unit but was still charged twice and Everytime I call the manager they ignore me
Deneisha S | Overall Experiencethank you i will return do i get my lock back i should i purchase my own lock sincerely, jules
Jules R | Overall ExperienceSomeone messed up and decided to add a person to my account. We have the same name but different address, credit card, emergency contact, different unit. Everything but out name was different. Staff were semi helpful but overall very rude and didn’t seem to really believe me. Then all of a sudden I get an email saying they would take care of it. Just like that it’s fixed and fine. Doesn’t make sense to have a power trip over something so small and it’s obvious someone messed up. Just fix it without an attitude.
Richard M | Overall ExperienceI love the unit
Wendyn M | First ImpressionsNeed more signage to tell customers they must move in using the Willow Lawn (4511 W Broad St, Richmond, VA 23230) office. Nobody man’s the storage location office on Sunday or Saturday.
Robert F | Overall ExperiencePlanned moving date month in advance. Arrived with a truck full of household items only to find the unit pad locked and no way to get in. There was no on-site help. Called the W Broad location only to be told that there was no one to help me and that I would have to wait until the next day. Never again. Second time this has happened at this place.
THALIADINEEN D | Overall ExperienceJay was extraordinarily helpful and professional.
Joseph M | First ImpressionsNo one was at the facility & despite being told we could check in on-line, we had to drive to yet another facility to do so. The individual, despite hearing us come in, didn’t acknowledge us, and I had to search for him to wait on us. He was polite, but gave us terrible instructions re: finding our unit and unloading, & assigned us a unit with a lock! So, we had to change units, which, after calling & waiting quite a while, was done. The storage area was not too clean, and you need more unloading areas. A terrible experience. U-Haul needs to stop being so cheap and hire enough workers to provide decent service, train them, and pay enough to attract good people.
Beth H | First ImpressionsCustomer service was very poor also at times no one was on site for any emergencies at all and was also a huge convenience to drive 10 minutes to another location just to get help. I would never store anything at the Scotts addition location ever again
Josh R | Overall ExperienceNo lock in the unit. I drove to the main location on W Broad but I was told they can’t give me a lock. I was told to go back and someone would be there in 20min to give me a key/lock. After 45 min of waiting, I called them again. I was told by Alfonso he was the only one at that location right now and that I could come get a key at that location. I said no as I had already come once. I was told someone would come lock my unit. I called again around 5 before they close at six bc I hadn’t heard anything. I spoke with Ethan who didn’t know about what I was talking about. He said someone WOULD go there at six to lock my unit and would call or text to let me know it’s done. It’s 24hrs+ since I checked in to my unit and still no confirmation that anyone has done their job. Why they didn’t just LEAVE THE LOCK AND KEY in the unit after being told they WOULD is anyone’s guess. I don’t care the reason why: this has been a giant pain in the butt and is a reminder why I don’t use uhaul my vehicle or storage needs.
BRYSON L | Online Move InYour employees ounauthorize use of my account ! Will never rent again
GENEVA M | Overall ExperienceJessica is great! She is very punctual and helpful she worked with me to ensure I got the right unit. Appreciate the customer service.
lavente w | First ImpressionsThere was no one to be found working in the office. They had one man working everywhere. Time is of the utmost importance when acquiring and or returning those trucks. You can and must do better. NO I WILL NEVER RECOMMEND THE ARTHUR ASHE LOCATION!
Ayesha K | Overall ExperienceJessica was very helpful with her recommendation of reasonable storage units....!!!
BARBARA G | First Impressionsthank you!
Margie P | First ImpressionsI was charged a rediculous fee when I was moved out before the due date
ANTONIA T | Overall ExperienceI called customer service twice the day I was moving into my new home. I was informed that the manager was emailed and notified that I was waiting for my storage unit to be unlocked (missed my payment by a few days). The guy I spoke with told me that he tried to call the manager but she didn’t answer so he emailed her instead. I sat there for almost an hour waiting, pulled off and came back an hour or so later and it still wasn’t unlocked. By the third call to CS I’m really mad because I told my movers we would only be loving on Saturday not Saturday and Sunday. The third call got me in contact with the manager. She did call and apologize for the inconvenience but told me that she was never contacted nor was aware of what was even going on until I sent her a personal email. CS needs to do better.
Tia P | Overall ExperienceThe military rates need to be returned. There is no need for a storage increase Every few months.
Mariah W | Overall ExperienceThe lack of dedicated on site management is problematic. So question four is hard to answer. I am saying yes but I'm referring to the help that I got from the Willow lawn store and not from the Arthur Ashe Boulevard store. A late fee was inappropriately charged in October and there was no one I could talk to about getting it refunded. Calls went unanswered and/ or unreturned. This, in part, led to my closing the account. When you review your records you will see that I've been a long time U Haul customer.
JANIS A | Overall ExperiencePoor communication
Kiarra B | First ImpressionsThis particular facility is neglected and needs to have on-site management and maintenance. Authorizing a separate facility to manage and maintain this facility is not fair to that particular facility unless they have the manning to be onsite at this location. From my perspective, there is a lot of cleanliness issues within the hallways and entrances, as well as low lighting and areas not having any light. U-Haul having zero personnel, lacking accountability and availability to manage this specific facility is extremely unsatisfying and below poorly rated. The manager at the broad street location, “Jessica”thought she attempted to be helpful; she was unprofessional and lacked tact in customer service. Expressing to her workers that she wants to address me specifically dismissing them from providing me customer service; but then resuming her phone conversation and having me wait till she got off her phone call was rude and disrespectful. As a manager, allow your people to do a job and provide customer service. Just explain the resolution of the account has been refunded. Have a nice day and keep it moving. Trying to go back and forth with a customer to justify anything from the past that was said, is a waste of time and breath. Learn how to move forward and be better. If issues are resolved, then move on. Going back-and-forth to bring up something that no longer matters is irrelevant. I write this post to encourage her to be better and encourage U-Haul to provide on-site management at the facility located on Arthur Ashe Boulevard.
Torie H | Overall ExperienceThe credit card system was down when we first rented the unit so it took a few days and a few phone calls to get everything set up. After that, we did not need to interact with any representatives. We just came and went as we pleased to access out storage unit. We do like has U-Haul has enabled online access for everything.
Joseph N | Overall ExperienceManager was excellent and quickly responded
ANTONIA T | First ImpressionsThe Lady at this Location was great and she found me a Storage that close and the right size
Ladawn B | First ImpressionsThere was no lock in my storage room and when I drove to the front it was empty and locked. I called multiple times only getting uhaul reservations agents and they checked to see if the store was online which it was not even though it was 30 minutes after they were suppose to open. When I got a hold of another store that ran the storage I was told I had to go all the way to their store to get a lock then come back to my unit. I then was told by the manager that she doesn’t have people sit there so it’s essentially empty. The manager was rude and unhelpful.
Ciarra G | Online Move InMy only complaints related to this facility focus on the lack of staffing on site. The management seems to be handled through the West Broad location, requiring phone calls or trips to that location in order to handle transactions and questions. Additionally, the door to my storage space was replaced in November in my absence and without confirmation from me to cut my lock and replace it with another. When I had hired movers and a rental truck to come and empty my space, I was unable to access it with my keys - causing an extra day of truck, labor, and missing work once I was able to determine the west road site management had keys and had staff meet me at the Arthur Ashe office (locked otherwise) to access. Multiple trips, calls, communications cost money and made this location less favorable. I will choose an alternative one in the future due to this.
Sarah W | Overall ExperienceThe staff told me they would address the pest control issue by placing a device in my new unit and they never did. They also never followed up with me following the event of water damage.
LIARA V | Overall ExperienceThere was no lock inside my storage unit. I had to leave it unattended for 2 days because of this. I tried calling customer care and using your chat but it told me 25min wait time and I didn’t have that much time. I went and purchased my own lock. Everything else was nice and easy.
Tia P | Online Move InThe movers, from MovingHelp.com, Tony and Greg, helped me both with moving in and then again when I moved out of the storage unit. They did a fabulous job of helping me. They were excellent workers—tireless, friendly, cheerful and eager to please. Who could ask for anything more? Great job for me!
Eric N | Overall ExperienceWell the storage unit was clean and well-maintained, it really could’ve used just a little better sweeping.
Eric N | Online Move InThis location stopped having staff on site in the office during the hours that both the phone number and the Google listing said that they were open without any notice. Additionally, the locks were changed and my gate key stopped working and I had zero way to get support. I had to call corporate and finally they sent someone out. Very poor experience. Update your info and let people know. There’s not even a sign on the door. This is not the level of service and I’ve come to expect from you all over the years.
Trevor D | Overall ExperienceNone
Todd L | Overall ExperienceYour prices are much higher than others
Xantea B | First ImpressionsI feel like I was robbed paying rent at this place. I’ve done business with you guys for years from storage unit rentals to trucks and vans and this has been the worst experience i’ve ever had. The first day I moved in I had to go to a different office than my own units because Diamond Uhaul office was closed at the time (and most of the time). Walking in the staff smelled painfully strong of weed/marijuana. After being ignored for a few minutes and they finish whatever conversations with each other I finally get a workers attention and he starts setting me up with my unit reservation. Constant unprofessional banter between employee and coworkers. His phone rang he said it was a coworker (I believe a manager) and had him on speakerphone. The guy on phone yells “Whats up my N word.” He tells him he’s dealing with customers and then finally after ending his phone call he finishes up my rental situation. I go to my unit after that and type in my passcode and it says someone else's name. I don’t think much of it until the next time I go to work from my unit it says access denied. I call the only location I can (because at that time there were no onsite workers and the phone number posted was for the willow lawn location) a rude unenthusiastic employee answers and after trying to convince me i’m typing it in wrong finally gives me a new code. I’m in the business of selling clothing. Vintage clothing. That is what I stored in my unit and I would on occasion have buyers (costumers from hollywood, buyers from Japan) come to buy from it. There were 2 or 3 occasions when the gate was broken and I was unable to access my unit for A week or two and lost out on 2 sales opportunities. The first time I had set an appointment with a client who was here from Japan. He was on limited time and the gate was working the week before and i’m paying for this unit I should be able to access it. I come 15-30 minutes before this appointment and the gate says this gate has been tampered with sorry. With nobody again onsite I frantically called the Willow lawn branch and got in touch with the manager who was pretty rude from the get go. I explained to her my situation and how i’m going to lose out on money and she asked me how long I needed to be there because she would have to wait around for me. I couldn’t say because they would be going through my inventory and possibly spending hundreds to maybe thousands if allowed the time. Took her 30 minutes to get there and she mentions a bit angrily “everybody's yelling at me being all mad about the gate when it’s probably you guys calling me over here who broke the thing” almost to accuse me of breaking it. I was just trying to access my unit and had no idea about this situation and absolutely didn’t break the gate and didn’t appreciate the attitude. it had me in a panic having to apologize and beg my client to wait around. He was annoyed and with her waiting around for us I feel he felt pressured and spent very little time with me. it just ruined this opportunity for me. The gate was broken for quite a while.. it had to have been at least a week or two and these opportunities always come in waves so unfortunately I set another date with costumers from Hollywood unaware the gate would still be broken and had to cancel it when I returned and couldn’t get in again without hassling a worker to drive out and awkwardly wait for me to do my work. They did not have the time to wait around for me and a worker to manually open the gate. While waiting for the gate to get fixed I would go about every other day to check if it was working and would just have to turn around and go home. Lost out on a lot of work and money. On top of all of this I noticed during the appointment with the buyer from Japan they were doing some roofing work and my unit had a drain right next to it. Some kind of roofing tar spewed out of it and was tracked inside on some of my inventory. I hate to be the guy who complains, but the last straw for me was attempting to move out. I had the unit swept and empty the whole month of August. When I cleaned it out I tried to go to the office at the Diamond but nobody was there. I assumed the office was closed down permanently. I had to buy some boxes so happened to go to Willow Lawn Uhaul. Asked if they still had anybody working the Diamond Uhaul branch office and the manager rudely said “I have people there everyday from 7-7” Which can’t be true because there were many times at around 9AM i’d see that no one was there. So finally on Sept 30th. I have a guy let me in and he’s really unprofessional. I tell him i’m trying to move out and give him my unit number. I give him my keys and the lock and he says “aight bet” and I say “Am I good?” he says “yeah bet” he asks my unit number again scribbles it down and I leave. Sept 1st I check and I get a past due alert. Had to go to Willow lawn and get them to fix it.
Shane S | Overall Experienceas it was time to move out of my unit i tried to drop the keys off multiple times throughout more than a week and the front doors to the inside part that was suppose to have workers was always locked and no one was ever there to return keys too. i called many times and there was never answer so eventually i just had to call costumer service. POOR SERVICE AND CRAPPY care of there costumers
Danielle W | Overall ExperienceI personally think that you All would have been more workable with me with Madeline delayed payments as far as catching back up for as long as I have been there and Jessica was not auctioned off my belongings Jessica was simply amazing with working with me she knew my situation as far as being hospitalized and work with me I definitely give her a thumbs up
Dajuan G | Overall ExperienceGreat across the board, except for checking out was a hassle.
frank c | Overall ExperienceWanted a bigger unit
Tonnie P | First ImpressionsThere has been a mistake. My move out date was prior to 07/2022! An unauthorized transaction was taken from me for a 2 month fee.
shanee n | Overall ExperienceNo lock was provided inside the unit which required an impromptu trip to pick up my own - after moving my items into the storage facility that is massive.
Damian G | Online Move InHighly recommend for my family and friends is well.
carlos r | First ImpressionsJames is great!!!
Jessica N | Overall ExperienceI reserved a storage space approximately 2 - 3 weeks in advance of when I needed it. When we arrived Saturday around 3pm with our 15’ truck full of furniture and household goods, our first issue was that no one was at the property to complete our rental and assign us a space. After several calls, a very nice man came over from another location to help. Despite their system showing several spaces as available, they were all locked and neither he nor anyone else seemed to have a key to open them. We ended up with no storage space, and now we’re scrambling to find a solution. Mind boggling. So much for reserved spaces and customer service.
Julia F | Overall ExperienceThe customer service agent Jessica went above and beyond she was EXCELLENT
Alberto I | First ImpressionsI didn’t care for the location of my storage. It seems like people lived in their storage. I definitely didn’t go after dark
Yolanda E | Overall ExperienceWaited an hour for an employee to open the door due to him “being in the bathroom” was asked to give him 15 mins each time, I did, and still had to go to a different location to sign my paperwork, which was completely inconvenient.
Adam G | First Impressionswe had units in this facility for over 10 years and were always very satisfied with the service.
ERIC W | Overall ExperienceThe only reason I didn’t rate excellent is because the large door to access the units is broken, so all things must me moved through a small side door, and there’s no way to prop it open
Larin B | First ImpressionsThe facility was always very dirty and the entrance gate was typically broken. Very dusty environment and most stored items were very.
Chris S | Overall ExperienceThere were no employees on site. It took multiple phone calls and a wasted visit to simply check out.
Timothy D | Overall ExperienceThis place sucks
Derek S | Overall ExperienceThe manager went above and beyond to help me, dispite being short staffed.
Vicki W | First ImpressionsOvercharged me 3 times the place was dirty and the staff was rude and nasty
Tresylain M | Overall ExperiencePLEASE READ CAREFULLY FOR EXPLANATION FOR ABOVE RATING: When we first rented, other than being forced to buy a U-Haul lock welder will probably never use ever again, we started out very pleased.. the reason I gave an overall unsatisfied rating is because of the following: #1) Unfortunately, U-Haul, like every industry, is learning to nickel & dime for anything they can. There was a donate area that apparently was done away with that we had planned on donating a perfectly good bed frame in. We were told that it would be a $30 charge to throw the metal bed frame away in into the padlocked dumpster. Isn’t that setting everyone up for unexpected charges is they want to throw something away? Once again, THERE IS A PADLOCK ON THE DUMPSTER! STUPID!! You couldn’t even throw a bag of trash away at this facility? 2) When we opened the unit approximately a year and a half ago, the staff was friendly. The entire staff has changed and is a bit abrasive now. This also goes for another location nearby that my sister rented a truck from in November. We had to figure out on our own how to attack the car trailer and get the car onto the trailer. The guy was too busy to help. #3) For such a large facility, there was only one loading dock, so often there were que waiting to access stage units located on the inside of the building. #4) There was never toilet paper or hand towels in the bathroom. #5) A representative called on Monday, January 31, 2022, regarding the monthly payment. We informed the person who called that we would stop by and make the payment on Friday, February 4, 2022. The payment was never authorized but was processed automatically on one of the cards on file when we clearly said we would come by. We were fortunate to have enough money in that specific account to cover the charge. Also, for to added storage outside of the access gates in an alert limited space, there is no parking and someone WILL eventually have an accident.
Stanley T | Overall ExperienceThe staff was untrained, the management was not all that cooperative, and they were grossly understaffed.
DAVID-JAMEL W | Overall ExperienceWith the exception of the motor rental service, (perhaps because I wore a kufi) ok!
CHARLES T | Overall ExperienceGreat
Kent B | Overall ExperienceRecliner covered in rat feces and urine plus a dead rat. Vacuum hose eaten by rats. Unit filled with rat feces. I fear what may await in boxes yet to be opened. If there’s a word that’s 10 times worse than awful, that’s close. Absolutely pathetic. I’m considering legal action.
JAMES N | Overall ExperienceThe office at the storage facility was closed, and we had to drive to the office at Broad St. The staff there were very helpful, but we had to spend a couple of hours finding an available unit. It was ridiculous. I would have gone somewhere else, but we were on a ltime crunch and didn't have a choice. Very unhappy with the storage facility. The unit we finally found was full of cat litter, as well. Ridiculous. The only positive thing about the experience was the staff, who were wonderful.
Laura C | First ImpressionsAsa the manager was very kind and funny! She took me on a tour and talked to me about all of the improvements and modifications she was executing to make this location safer and more manageable. It took me no time to secure a unit and she made the process seamless. The guy--I think his name is Rock?--was very polite and respectful over the phone.
Kerry R | First ImpressionsOnline check in was very convenient, but directions were not clear until you watched a video. The facility itself was very inconvenient. For a complex of about 600 interior units to have only 1 loading dock and ~4 moving carts is ridiculous. Waiting in line for 1 single spot for a car/truck to back in to load right onto the loading bay makes no sense whatsoever.
Daniel E | Online Move InThe free month of storage is not clearly defined prior to you getting the storage unit the personnel inside of the facility were very rude and it was always hot as heck inside of the facility and then they change the hours the facility was open without notifying any of the customers that inside storages and could only access their storage while the facility was open
Vicki T | Overall ExperienceAza Scroggins and her team provided excellent service and made our experience go smoothly. There were plenty of supplies in stock to purchase to help with packing. Overall we had a good experience renting and moving and the staff was friendly.
KRISTEN T | Overall ExperienceKept locking our storage and saying we didn’t pay for it when we have receipts that we did
MAYA G | Overall ExperienceAwesomeness
Jessica R | First ImpressionsAza was excellent. When we arrived she was short handed (the only employee working), and dealing with multiple customers (some of which were being rude and pushy). She handled the situation with grace and expertise. Personally, she assisted us with securing the proper storage facility, backing up and navigating our moving vehicle, and general understanding of the situation at large. Aza is a huge asset to Uhaul. Customer service at her level is rare and should be rewarded as such.
Kari S | First ImpressionsAza is the best. She was super helpful and made the process simple and easy.
Andrea S | Overall ExperienceTerrible service. Reservations were not made. Location was understaffed. Worst experience I have had in a long time. Gate to the outside storage facility was broken everything open to the public. Drove 7 hours with the moving truck to find out the storage units I reserved don’t actually exist. Never using uhaul storage again. Very unreliable
David D | First ImpressionsI was a happy client. The place is clean and well-maintained and the staff was friendly and helpful.
Cora G | Overall ExperienceI rented a van for 2 days only got 1 n then got billed for the 2nd day plus the late fee. Refused to make the due adjustment to my account. Literally stole from me. 2 weeks later I was given a 20ft truck that had a tire w a bent rim n shld not hv been driven. Thank God for David Finkel vendor #3069135. I spent over 500$ in a 2 week period n was mistreated n could have been killed. Disappointed in Kelsey Morgan. So happy to be gone from Manassas n their sub standard service.
Cathleen S | First ImpressionsThe woman working at the front desk yesterday,May 26, 2021, I don't remember her name, but she was absolutely phenomenal. Went above and beyond to help and accommodate us. She was fantastic.
Chris M | First ImpressionsAza was AMAZING from the moment we pulled on to the property and until we left. She and her team were effective, efficient, kind, and professional. Aza demonstrated the upmost professionalism and was able to multi task unlike any other I’ve seen. Rocky, was another outstanding associate. He was cool, collected, and able to assist us with our final steps in a seamless manner. We are so grateful to this U-Haul location and will do business with them moving forward. They truly made the last leg of our move and storage a breeze. I cannot praise them enough, thank you!!!!
Morgan B | First ImpressionsCondition of facility was poor (roofing and doors allowing debris to enter the unit). Facility constantly raising price on storage fees with no repairs being made. Facility wanted customers to pay for these repairs! One of the worst storage facilities I ever used.
charlene s | Overall ExperienceI've been with u-haul 20yrs. I love this facility it's good business.
TAMARA C | First ImpressionsEasy move in and all the folks were very helpful and understanding.
Richard F | Online Move InI would give this facility a 5 star but after moving out they double charged me for a storage unit that account was charged. Luckily I will be receiving my refund within two weeks.
Sandy J | Overall ExperienceEh
Blake T | Overall ExperienceJanay had Amazing Customer Service.
SHAROD B | First ImpressionsThe staff were helpful and kind.
Clintral M | Overall ExperienceExcellent experience. Would highly recommend.
Thomas W | First ImpressionsMy only issue was the 4x4x4 unit I rented was smaller than advertised. Other than that my experience was great.
Darnell C | Overall ExperienceI have used my storage for a few years. I am very Pleased.
andrea j | First ImpressionsMy only complaint was that I didn't get what I paid for. I reserved and rented a 4x4x4 unit but I received a 4x4x2'9" unit. Staff tried to make it right by showing me another unit but it was the same as the other one. Then I was given the option to rent a 5x5x5 unit as t a higher price but I shouldn't have to pay extra for a mistake that's not mine. I'm still hoping this situation can be rectified. Thank you.
Darnell C | First ImpressionsThe only problem I encountered was that I had to buy a lock from this facility, even though I had high security locks in my possession at the time. I don't think they should be able to force a $15.00 lock on a person when there are cheaper, just as good, locks on the market. I did find the staff friendly and helpful and I know they can't help it but i feel it would do a great customer service if gutters were attached to the units to prevent being dripped on from rain or melting snow. It makes it uncomfortable to be dripped on or my items getting wet because of the drip.
Aldo D | First ImpressionsVery good staff.
robert a | First ImpressionsGreat people to work with
James R | First ImpressionsBoth Macy and her associate that helped me sign in for the first time on Sunday afternoon were outstanding. I had a storage unit here at this location off and on from 1988 to 2004, but this experience was SO MUCH DIFFERENT THAN past experiences! Many thanks to Macy and her associate!!!!!
John G | First ImpressionsVery convenient and hassle free. Thanks.
JOHN M | Overall ExperienceLance and Macy were the most helpful staff members. My moving experience has been very stressful, but they made it easier by being flexible to my needs and communicating clearly about everything. They are the best and deserve the world.
Malika T | First ImpressionsClean facility, friendly staff, and great rates!
Becky D | Overall ExperienceI think it’s robbery that I paid on time, in full via automatic payment every month for 4 years giving Uhaul over $3,000 and yet when I moved out on July 1 I was not able to prorate my final month payment and receive a refund of $32.47. That takes a lot of nerve. I spent more than that on boxes but not a cent of it at Uhaul because of your unfriendly customer policy.
karri a | Overall ExperienceExcellent customer service from the person who helped me with my reservation.
Becky D | First ImpressionsWorker was incredibly helpful in solving my issue and assisting me any way possible
brock c | First ImpressionsThe office staff and lady who took me around the lockers were amazing. Perfect location and facility.
Richard S | First ImpressionsEverything went well. Terms were clear and followed.
Barry R | Overall ExperienceStaff was helpful and made sure my needs were met. Facility was a clean
Elizabeth D | First ImpressionsU-Haul Rep was friendly and helpful. Efficient and pleasant.
Barry R | First Impressionswe had 3 different units over a 10 year span, one unit had some leaking and paint flaking off onto our items. We used a drop cloth to cover our belongings.
BARBARA S | Overall ExperienceFriendly and helpful folks here. Well-run and clean place.
Jonathan S | Overall ExperienceGreat staff! Not really alot of opportunities to go the extra mile in truck rentals but the staff at this location really wowed! Definitely my location for future rentals!
Jermell F | First ImpressionsI would recommend your services.
DAVID L | Overall ExperienceIt was my very first time ever needing and using a storage and it worked out great. Thank you for the use!
saundra b | Overall ExperienceEveryone was very friendly and very helpful!!!
robert w | Overall ExperienceI probably would not have added a comment if it wasn't for Calvin, a uhaul employee. Calvin happened to show up as I was moving out of my storage unit and helped me load my trailer. He was ausome!
James P | Overall ExperienceAs far as Customer Service: Shikira was perfectly lovely & more than helpful throughout the entire process. She rates *****. Accessing the facility was tricky. Need more access doors.
Jennifer M | First Impressionshad a temperature controlled unit & my leather peeled in there. Also charged a full month rent on one week of storage.
erin c | Overall ExperienceStaff great, helpful. Calling was a chore (wait time). Free month storage w/ truck rental great perk. Recommend last month be prorated--increases $ for u & me. My unit sat empty for 24 days (lost $).
Nolan F | Overall ExperienceShakira was Wonderful to work with. She made sure my daughter and I were all set before she left for the day and was as helpful and pleasant as any service person I’ve ever dealt with. Thank you!!!
shelley t | First ImpressionsThe staff was very helpful.
Larry I | First ImpressionsShakira Berdecia-Leon is a huge human asset for your company. She should be the Smiling Face for UHaul like Flo is for Progressive Insurance.
Cathryn S | Overall ExperienceThe employee was friendly and patiently answered my questions.
Melanie B | First ImpressionsI had a rat problem 1.5 year into having the unit. The office was nice and accommodating but it was still a nuisance trying to clean and maintain the cleanliness if my household furniture.
Kamra H | Overall ExperienceShakira makes sure her customers are equipped with what they need. She is very knowledgeable of how to care for the business of Uhaul. Great way to demonstrate flawless customer service!
Ashley W | Overall ExperienceIt seems as though there was only one person working that day at the location and she had a lot to manage but she was kind and courteous the whole time that there was stuff going on. Great service.
Rory W | First ImpressionsGreat customer service.
Rod S | Overall ExperienceExcellent and convenient and very secure storage facility
Nancy P | Overall ExperienceA great group of people very friendly & helpful & the facility kept well & very convenient !!! Reason we have left is finally got rid of the “stuff” !!! Thank you !!!
MICHAEL M | Overall ExperienceExcellent 👍
Nancy P | First ImpressionsVery helpful and accomidating
DARREN S | First ImpressionsGirl at sales counter was very nice and helpful.
MIKE F | First ImpressionsI just moved my stuff out from a leaky unit. It has damaged many of things. Some items I brought home but my clothes smell like a leaky basement. Mold is on my furniture. The staff was very helpful.
Cassandra D | Overall ExperienceGlad you could help me
severn c | Overall ExperienceI tried to cancel my storage locked numerous times and then found out I had a 250 bill which i had to pay in order to close the locker. never managers on site. total joke.
Michael D | Overall ExperienceVery helpful staff
Lindi H | Overall ExperienceVery good job!!
GREGORY A | Overall ExperienceVery helpful. No mechanical problems
Christopher D | ReservationBoth when I set up my storage unit and picked up a trailer to leave the staff was extremely helpful and make sure I got what I needed. Thank you!
Sarah B | Overall ExperienceGreat employees.
Xe L | Overall ExperienceRented truck 2 move out. Pick up time changed several times. Staff unprofessional. After returning & paying cash I still had a $1 charge on my bank account.
Mark R | Overall ExperienceEmily at this location offers flawless customer service. Whether it be a question you have about U-haul services or finding the right fit for your needs, Emily is very informative.
Ashley W | Overall Experiencefriendly helpful desk staff
kotone d | Overall ExperienceI was advised the size storage facility I need for a 15' truck. the storage unit was way too small. I had to go to a competitors facility. WOn't use uhaul again
Steve M | Overall ExperienceRude store manager, CSR was not quick to help, there was roache(S) alone the Storage bin, store manger didn’t do anything to help she actually request I wait an additional four hours for her to arrive
LAKEYA A | Overall ExperienceFacility does not seem secure with people walking in and out of the storage area. Lots of loiters and non-customers walking in. Fear my belongings will be tampered with or stolen
Laura G | Overall ExperienceRat poisoning in the unit
Robin Y | Overall Experiencethe facility could not give me a working key card or pass code after many visits/attempts(5) Every time I had to try to get ahold of the facility directly, which isn’t easy, to request access.
John B | Overall ExperienceI stored some things here for about a year. The facility was always clean & well maintained when I was there. The remote control gate was easy to get in & out & added an extra layer of security.
Phoebe R | Overall Experience