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Lee PrzybylskiCustomer Reviews for U-Haul of Falls Church
Testimonials From Recent Customers
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Very friendly crew at the Falls Church City UHaul. I did have to wait for the most recent 6x8 trailer, but they were friendly and efficient, none-the-less.
David ONeillMy comment is on the equipment, not the personnel that worked at location. The enclosed trailer, "AV 3607 L" (5,x8') had water all over the floor after it rained. Everything that was wet.
Adam PughInsurance was added to my bill without my agreement.
John HaleOverall good but check in was a little chaotic (even with self check in) the IT systems seemed unhelpful to the staff. Staff were good though and very polite.
Chris WilcockVery bad service, the managers were very angry and I asked them for their help to make my reservation. They only innovated me.
Miguel ReyesZero customer service and zero instructions . U haul wasn't well maintained and didn't drive properly. Uhaul kept breaking by itself. You guys could have killed me!!!!
ashraf mousaService attendant was quick and efficient.
Robert NewcombDo not say you must have a smart phone to be a customer--not true. Complete mystery what "truck exchange" is or why I should want it.
Edward IfftThe gentlemen who helped me were fast, efficient, curious and extremely knowledgeable of the equipment. They helped me select the correct trailer hitch equipment and how to hitch the trailer on to my car. Everything went extremely smoothly for my first trailer rental.
MICHAEL GALLAGHERThe trucks are in good condition. The staff is very unprofessional. Not helpful and rude. When I returned the truck the gentleman was smoking a cigarette and when I asked him to check me out and give me a receipt he said i had to wait an hour. I will not rent from this location again.
ALI BAHERIThe employee working the front desk was awesome. He simultaneously processed three customers, making the line move quickly and efficiently.
Micheal DhunjishahThe location is under staffed. The one person working the front area, a guy named bill, was great, but too many customers on a Saturday morning for one guy. Fix the app so it works easily. The staff person had to help every customer with it. Bad UI. Unreliable.
Dean PhillipsCustomer service wasn’t the best.looks that they didn’t want to help no body .
Juan GomezEveryone was very nice and helpful you have a great team at that location
Bernnadette BaldwinI use uhaul often for business all over the country. I prefer not to use the online pickup service due to certain company protocols I do not agree with. Upon trying to pickup a truck, I was told that I had to use the online pickup service and they would not release my reserved truck in person because it was a new company policy to only release online, although it was the method I chose when making the reservation. In the end they released the truck as I requested through an associate. It took 40 min to do so, when it should have only taken 5min. This caused me to be late to the job, which cost me money. Really wish there was an easy way for repeat customers to pickup trucks with minimal hassle. Maybe Uhaul could create verified accounts, instead of verifying an account every time one rents?
john schenckComputer system was not functioning correctly which led to a 20-30 minute delay. It seems to take quite some time to get customers going.
Mark WayFalls Church team is the best!
Richard BakerI had a great experience. The gentleman that helped me was very knowledgeable and professional. The one part I did not understand was why I needed to put my credit card information in when I scheduled the pickup online only to find out I had not paid. It didn't make sense to me. Perhaps I missed a disclaimer somewhere in the process.
John HarwellStill the best in Northern Virginia
Fred VoglerI was ripped off. They charged me more than it was on my receipt. U Haul gave me gift cert and they are not honoring their own gift cert
RAKHSHAN S PASHAYEVCustomer service is horrible. Brandon is super rude
Mariano PamittanCustomer service was extremely lacking. Default was to not help the customer but just tell us to use the app. Then would proceed to bark orders at us when the app didn't work as intended. Very inefficient at getting customers processed and out the door.
Joseph LarsenThe staff were very helpful and professional.
Jane OConnorVery nice. Great staff, great job on installing the hitch on my Bolt EUV. Fortement recommandé!
Henry StaplesReally good. The employee helped me fix the mistake I made when I booked it. Good place
Patrick MillerGas gauge was broken, showed 3/4 when I picked it up, and never moved. Luckily I didn't get stuck filling the whole tank, actually got a '50 miles to E' notification after only putting 36 miles on the truck and when renting online they show u one price per mile ($1,39) but then I had to pay a "weekend" mileage charge. ($1,79) that the returning agent just laughed off…we really had to slam the doors closed to get them to close…the facility doesn't have much parking and don't let u leave a car. Aside from all that Brandon was super helpful when checking out and a true professional.
Gerold BrightThe guys working there were great, but it was frustrating to have to use the website to enter all my information when it would have been so much easier and quicker to have them check me in. I understand that you want things to be more automated so you don't have to have as much staff, but my time is valuable and it used to be much quicker to pickup and drop off.
Robin FoltzI had a mechanic problem with the truck about the fuel. When I did pick up the truck was 1/4 tank. I drove to Washington DC and repently the tank was empty, but I did see the check engine light was on so I did put $25 of gas but the gas check never moved up. So I did told the guy on this location that it was a problem mechanic. He did thanks but he did not report the problem. Now i did received a charge of $30 for not fuel the tank. That us not okay. Because is not my fault that the truck has mechanical problems. So please I need my $30 back.
HEMINANTONIO GOMEZ BERRIOSCustomer parking
Jerrold AllenI've procured services here on many occasions; trailer rentals and propane fills. All the employees have been extraordinarily welcoming, helpful, and quick to get customers back out the door.
Jeffrey DenaleThe checkin system is annoying. It took me almost 30minutes to fill out. When I rent a vehicle, I want to reserve it and pick it up. I didn't plan on doing uhauls paperwork for them. A U-Haul employee should fill out all of this paperwork.
Jose MartinezWhen I was returning the vehicle, the return lane at the rear of the building was blocked by an outbound truck that was being prepped. That was confusing so I just sat there awaiting help from a person. A staff member eventually came over and directed me to park to the side. There should be a well-marked return lane that is clear and available or, at the very least, signage directing drivers to alternative parking spaces.
Steven MutschlerToo many hidden cost. For 2 years, 12 miles, I paid over $80
saeid AminiWorst customer service ever. Want refund.
Patricia ParedesNa
Mazi OrjiNo parking available to leave your own car while on a day rental and no advice on where we can park legally. Very inconvenient. Insufficient staff to handle load of people picking up vehicles in morning on weekend. Took an hour to get vehicle. All people who tried to use app were not successful. Limited staff worked hard and tried best but too long delay. Truck in good condition and worked well.
Richard EdelmanThe gentleman that helped me install the trailer and get on my way. We're outstanding professionals, and knew what they were doing!
David SandvoldEasy pickup and dropoff with app check in. Unit was not clean but it was totally fine for a trailer
Gregory PolkIt will serve languages such as Arabic, because we are in a country where there are customers who do not speak English, and this is a large company. It is supposed to provide languages for any customer who needs them. Merci.
ALY ATTIAYour corporate software is terrible. The staff at this location is great - very helpful. Even though I put in all information *in reservations and checked- in at home before arriving, you have to go through additional check i, reading the QR code which starts you at beginning from scratch. I have an account - which should maintain the basic information - AND DOES NOT. Absolutely, terrible, frustrating. Customers there were coming into the location in person to make reservation because online is SO BAD.
Donald Keith ThurstonBrandon was fantastic. He had my trailer ready to go and hitched me right up. His friendly and efficient demeanor was right in line with what I have come to expect at the Falls church location!
Mary PinckneyOne gentleman call Howard bill from the store was really rude to me I just asked a question about the app problem and he was not friendly at all Trying to make me feel bad in front of other customers I was a loyal customer for a long time and now I don’t know if I ever going to use this company anymore I don’t think that a paying customer has to go to a really bad experience like this
EJ MinerosVery timely, right on schedule! Excellent communication. Overall great experience!
jason lewisIts the app that was the issue. The counter representative was very very helpful in walking me through it. But the signal there is so low and the online agent perhaps so overwhelmed it took a long time for each submission online to go up and and down from the cloud.
Kendall LottExcxellent experience
Jean SchlesingerLove this place and the people that work there.
Herbert HolmesThe whole thing couldn't have went smoother. From the lady in the rental store to checking out the truck to returning it. And I didn't realize how inexpensive it would be I'm going to do it again probably this spring
Stephwn SerfassExcellent service and friendly employees who helped me with every aspect of the rental. Three thumbs up!
Oliver VossCustomer service here was horrible. Multiple people kept waiting for no reason and repeatedly told in a rude manner to go to the app which was not functioning at all. It took me more than half an hour to walk out with the vehicle keys I had rented. Moreover, this was not the location I had requested a rental from and the fact that the company charged me extra mileage to go here is absurd. I will avoid using U-Haul and this location at all costs from now on and will tell everyone the same. I also plan to leave a Google review to this effect since my dispute of the mileage charge was ignored.
Tyler BamfordThe gave it to me with almost no fuel in it. The "get gas" light came on after driving 10 miles).
Christopher ComellaU-Haul has a very difficult and confusing customer-driven self check-in process using your cell phone. Evidently U-Haul's policy doesn't allow the associate to perform any of the check-in steps for you on their computer - they can only give you instructions for your phone. You also need to bring names and #'s for two family members or friends, who U-Haul contacts by phone and text before you can complete the pick-up. Multiple attempts were required to (sometimes) repeat and finally complete what we expected to be a very quick rental pick up. Unfortunately this took far longer than we anticipated - about 45 minutes - which caused an unplanned delay in returning home with the truck to begin loading. BTW, a number of other customers in line waiting to pick up their trucks expressed similar sentiments about the confusing and time-consuming nature of the self check-in process. In fact, some customers who had arrived before us still had not finished by the time we left. Hopefully U-Hual will revamp this procedure and provide the option for the associate to check the customer in at the desk (if the customer needs help). I'd like to point out that the associate on site was very courteous, professional and helpful - to the extend they could assist - but were limited by U-Haul's policy in how much they could do to expedite the process for the customer. To be honest, due to the difficult and confusing check-in process, I'd probably consider using a company other than U-Haul the next time we rent a truck. Aside from a similar negative reaction to the drop-off process (see below), the truck was clean, easy to load & unload, drove great, and provided good value for the cost. As mentioned above, I'd like to highlight the extremely professional and courteous nature of the U-Haul check-in associate. To be clear, our negative experience was attributable to the process, not at all to the associate. Everything else about our moving experience was positive.
Phil BrennanScore of average because: (a) the vehicle had about 1/2 tank on pick up and l, after dropping off, I was charged a $25 refill fee after driving about 15 miles; and (b) the vehicle had a pretty nasty high pitched whining sound between ~30 and 35 mph. The staff person at the front desk was exceptionally helpful on both of my recent rentals, and the staff out back were also polite and efficient. Really wish there was a "not sure" option on your last question.
Adrian MolloNot much except for the customer service representative was super rude and disrespectful to most people that walked in to do pick up on the very Saturday morning. She doesn't have any empty on how to give a room to those who does not know much on the sign in procedures.
John FamousHi, I filled the gas tank to the level it was when I picked it up. I then received the final bill & $8,55 was taken from my card for gas. This isn't correct. thanks
Susan Floydreturn was not timely. I was called that I would be charged another day if I didn't return it but it was returned 3 hours prior to that call.
Denis HeI thought it was ridiculous that I selected a person checkout, and was then lead through an online checkout by the rep at the store. Then he told me I would have to wait for my phone contact to be verified by a phone call. Since my husband was in surgery at the time that was not going to happen. Fortunately the rep was wrong and my paperwork was processed without that verification. If I select personal experience with a person, then that is what I expect to get. The Springfield office on the other hand from a rental a few days ago was superior and I will go there next time. Plus my truck was on 1/8th tank of gas with less than 50 miles till empty. Parking was scarce.
Erika SpencerThe truck was great, the help from Bill (fellow at the rental location) was wonderful - I had problems with the on-line registration, he solved the problem. THE ONLY issue was the window rubber trim on the front window, it needed to be glued into place - it made a terrible noise and at first I pulled off the road thinking there was a problem. The fellow at the return was helpful and saif that it was supposed to be fixed - it needs to be fixed
Stephen MefferdLocation was great APP SUCKS. It is not easy to use and doesn't work and the location can't help you.
Jenna LangThis facility should be made a model for other locations to follow. We have never rented such a clean truck in our lives!!!! The employees at this location are the best! Friendly, professional, funny - they made our move a lot easier
Patricia DiolazoThere is nothing wrong with the location! There should be a lot or section broken down for each client after it being booked! It took time to locate the truck! Would rate 2 ⭐️ for the booking using Mobil App. It's very time consuming and also the steps are not easily to be followed! Lucky that I could get help since the location was opened!
Ryan DoanWas unable to get size truck reserved. Truck rented leaked and cargo was soaked. Very disappointing.
Todd Harris