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First time using the U-Haul app for unattended pickup. I had an issue finding the rental van, went inside and the lady at the desk quickly resolved the issue an got me on my way - great experience, thanks!
I was not able to self checkout. The app did not function properly when I scanned the code to get keys. Fortunately someone was on site in the area and was able to quickly assist.
I made a reservation, yet all the items i chose were not given to me upon arrival until i asked for them and then they were added into my trip.. The reservation realy didn't save me much time but to know what store to go to. Truck had some issues. Had to put air in the tires and the window was not clean. Had bird poop on the driver side front window. Also looked barely 75% clean when I jumped into the seat. Overall staff was helpful.
Manager was well versed but the other associate needs training on system process and presentation.
Even though I had selected self check in, the associate helped me get through all the steps. She was very kind and friendly.
Thank you so much it was a great experience
Simple pick up process from polite employees. Truck was in great condition. Easy return process.
From front desk to return excellent customer service.Fast friendly team
Kudos to the staff. Great job during a pandemic.
The no contact system (barcode) didn't work so I ended up having to go inside.
Very helpful customer service picking up the truck Saturday morning. Friendly service upon my return. The truck was so helpful. Moving grandma's furniture just after she died. A sad time but thanks to UHaul for doing their part in service.
This was the first time that I did the whole smart phone check-in and return thing. It went really smoothly and I was extremely pleased.
Inform customer when truck must be returned by before charged for an extra day. I believed I should not have been charged for an extra day if I returned the truck on the day it was due, before closing time.
This location was short-staffed so there was a waiting line, which is never good during a pandemic. However, the staff was excellent. Josh, in particular, who installed the wiring on my hitch, was awesome. Give him a raise!
Very high the rental
Our previous rental I stated the $14.00 insurance but was charged $ 25.00 , there is also an environmental fee both times. Now true the environmental fee is only $ 1.00 each rental it's a false charge. Which has no true justification it's only a quick buck charge up multiplied by the let's say million rentals adds only to company profits by cheating customers. Other than that the staff was accomodating, however I strongly feel I am owed a $ 13.00 credit towards my next rental...
Very professional and helpful staff
Customer service sucks and no one answered the phone when called for more info
The pick up from Rockville MD was flawless, and the drop off painless.
Uhaul staff were friendly and very helpful Cargo van was clean and operated very well. It was surprisiingly cmfortable to ride in. I would definitely recommend Uhaul to family and friends.
Keep the guys looking for work away from customers, it was pan handling on steroids. I understand people want to work, but yelling at me as I drive in and out makes it uncomfortable. I'll approach you if i need help.
There's a 19$ for rent why when returning the vehicle why we need pay more??? I don't like the experience now! Really I cannot surely rent again....
Staff was informative and very helpful.
On january 1,2020 I did NOT contract a uhaul truck. My reservation was for January 31st, 2020. My account was used with my name, address, driver's license number, and phone number to rent a truck to another individual. I had to drive down to the local uhaul to get the whole situation cleared up, they were semi helpful but could not explain to me why I had an open reservation under my name when I did NOT enter a uhaul and get a truck. They told me they would remove my information from the person's truck rental but I still recieved receipts to confirm the account was opened and closed. My January 31st,2020 reservation was canceled without my knowledge and I had to have them remake my reservation. Worst Uhaul experience!!!
everything went very smoothly
Nothing to improve. Efficient and helpful.
Customer parking. Customer parking.
All the best
As always, this location provides amazing customer service and support! Keep it up everyone.
More instructions on picking up the truck after hours and what to do if you miss your pick up time.
I already recommended the service to my sister.
Working equipment that doesn't require unnecessary driven miles as well as knowledge about roads, tolls and highways
The staff is always friendly and professional!
The customer service at this location was among the worst I have ever had at a UHaul. While the office appeared to be busy I found myself waiting in line for about 20 minutes to received my reserved vehicle. Understandably my reservation was cancelled after I had not called in and I was over two hours late to my reservation but however what was not okay was the representative mildly scolding me for not calling in. The worst of the experiences was being aggressively told that the secured storage area was "secured" and that I should not be there. When I first arrived to the office a sign directs equipment pick up in the back. When I went to the back I was told that the keys would be picked up from the front. There is no signs indicating that the storage area is a "secured" area and I did not know I had to walk all the way outside to the sidewalk to get to the front office. I also do not believe it should be alright for the employees to use their personal phones to take pictures of renters drivers licenses, even if it is within the UHaul application, as an IT specialist I know that this leaves renters at a huge liability for identity theft. Additionally, when I rented the vehicle the fuel did not match what had been printed on the contract and since the representative did not notify me to check the vehicle upon renting the vehicle when I noticed I had to return only to be redirected to "check it myself" through the application rather than someone helping when I return to the the store to ask. Upon return I cut through the storage again not wanting to walk outside to close out my account. Rather than the representative opening the door for me after I rang the door bell again She told me that "I already told you that is a secured area and you need to walk around." Meaning I had to return through the secured area to reach an exit and then walk around the building rather then allowing me through the door where I was. I am for rules and understand if their is a policy in place but me as a customer do not know that and expected at the very least courtesy service. It truly was a disappointment as I have always be happy with UHaul services In the future I will be changing my future rentals to a different location. I do suggest that the female representative receive refresher training when dealing with customers, even though it is busy you should take your time to at the very least provide common courtesy in your service.
Everything went well until I attempted an after hours return, I found the web site to be very balky and was unable to get through all of the required steps. I got to a point, and the site wouldn't let me go any farther. Very annoying.
I had a good experience but my first language is Spanish and there were no one spiking this. I call to the costumer service and there was so much helpful not only because I got somebody in Spanish but the person give the most information I did not get at parkland. So thank you.
Friendly and helpful staff
Even with doing self checkin online, it took over 30 minutes to get the equipment with only one other customer in front of me. Apparently there was system issues and it took the U-Haul rep way too long to determine that it would be best to move onto the next terminal. Also, I was told if I drop off the equipment after hours but before the next morning, I would not be charged a second day. I was charged the second day anyway.
Very professional staff.
Excellent Customer service from the entire team.
Make the location of the vehicle more clear. Nothing in the app indicated that the truck could be in the back lot and as a result I went inside and spoke to a representative. If the app (or lot signage) is clearer, folks can avoid going inside
The location did a regularly good job. It is in a BAD location for traffic. My issues were with U-hau overall. We were using the trailer to move stuff to Western MD. In that process we got stuck in a MAJOR snow storm and could NOT get back to this location for 2 or 3 days. We requested to return to a local location in Western, MD--just 2.5 hours from the rental location. Initially I was told NO, flat out NO. But then they said yes BUT it would cost me almost $400 MORE than my rental fee to drop there. Needless to say we held it for an additional three days--while it continued to snow--to where we could get the trailer back. Big lesson learned!!
Very courteous and understanding staff. Manager Danny is so patient and explained the process right through. Very wonderful experience and I feel very pleased.
They switched me from a 15' truck to a 10' truck reservation without notifying me!!! This place is horrible
Keep doing a good job.
The 24/7 rental from the phone did not work - we called customer service and they couldn't override the system ( or let us start over) so we had to wait 3 hours for the company to open at 9 am and stood in line with 50 other people. The Team was delightful- they called the day before to confirm we were ordering with our phone - didn't say that it often doesn't work but did let us know that appliance dolly's, furniture dolly's etc were in short supply and may not be available. I reserved and paid for this a month out. I almost had a heart attack thinking of moving everything without dolly's. Luckily someone else returned the equipment so our truck had everything we needed we just couldn't unlock the keys from the safe Cuz we didn't receive the Code online to open the safe. I would recommend renting the truck for 2 days - the mileage was .20 cents more on Saturday vs. Sunday and we had 450 miles so it would have added up but had I called instead of doing everything online she would have matched it for both days because it was so many miles and just an additional $29.95— priceless when we wasted 3 hours trying to get the rental with our phone. Moving Day is always more work — starting with that delay was not the way to start but when we opened the back and saw the 2 dolly's and Furniture Pads all was forgiven!
The entire team was great, upon the greeting they were very quick and professional, in getting the vehicle ready The manager Daniel Hamza, was very on top of answering all of my concerns once I came around back to pick up the van on after the final Inspection. I have used this location and will highly recommend this UHAL to others. Thanks for a great experience, from a repeat customer. no Improvement needed at this time
Everything was great! We couldn't ask for more. All the staff was very accommodating and provided great customer service. Thank you.
There was a little bit of a delay in the morning but you all are busy other than that everything went so well I really appreciate it I also appreciate that I could return the truck after hours I will definitely run again
Be sure to inform the customer about the timed initial survey on equipment status before starting out. Otherwise, everthing worked as expected and the staff both in the office and outside dispatching the vehicles were courteous, efficient and helpful.
Daniel Hamza gave us excellent service
Nothing. The person that served me was excellent.
When I went in, there was a long line. But, very surprisingly, it moved very quickly. The two people working did a great job! Thank you.
Everything went very well. Professional customer service, polite and fast.
Early hours are useful during peak moving seasons.
Satisfied with the experience
The service is good, the attention of the employees, the vehicles in good condition, the rate is cheap. My only suggestion is to put a light in the cargo cabin of the truck and perhaps rent or provide a handheld flashlight. Many thanks for the service you have given me.
Was taken care of by the General Manager who was outstanding. He provided all needed information for storage and trailer rental. Location of storage was very convenient with easy access.
very helpful staff; when i needed to extend my reservation, they were able to do it within 30 seconds. would use again for sure!
Have parking to leave vehicle
This was a very pleasurable experience. The entire staff was friendly and professional. They were very helpful. They always asked if there was any problems or did we have any questions. There were also some carts we could use to transfer our belongings. I absolutely would recommend this u haul in Rockville again. My other experiences were very below average. The entire move was excellent in Rockville u haul.
I Had a problem back in August 2020 I called the customer service, the customer service tried to contact manager or regional manager, no one called that night or the day after to see what my issue was. No! I did not have a good experience and I will not recommend it!
Great service!!
Staff were very nice
Good job! We were helped. Requested storage was available as promissed.
It is difficult to get close to entry doors to the storage area because of all of the trucks parked at the facility. I found it annoying that the sliding doors were often locked even during facility office hours, and I needed to track down a staff member to use the sliding doors. It was also frustrating that the sliding doors were locked outside of office hours. I had a dining room table I wanted to store at 6 pm on a Sunday and I had to wait until 7 am the next day to store it because the sliding doors were locked during regular access hours.
Very small
For the most part we were very happy. Every thing was clean and well lit. The area that we didn't feel so comfortable with was a person who seemed to camped out locker area every time we were there. I wouldn't hesitate referring people to use this facility. I was not expecting the extra "security".
Staff was friendly and very quick. The climate controlled space is very clean and bright. We're happy with the location and service we've recieved.
no problems with the center directly at all. My problems were with uhaul corporate which is horrible....
Grace was the consummate professional. She expedited the rental process and made it so very easy! You have a great team at this location! ⭐️⭐️⭐️⭐️⭐️
Very friendly staff, understanding, walked me personally to my unit, guided me through the 24hr access procedure. Would definitely reuse and recommend!
We rented a storage unit. The staff was very helpful.
The lady was very welcome.
Staff was very helpful throughout. Storage and trailer were satisfactory
While the service was good all round, the cost of storage was rather high, hence our decision to seek alternative solutions.
Great customer service.
The customer care agent was outstanding. Her knowledge and instructions were very well displayed. Also, the gentlemen that helped me get organized with the van and storage instructions in the vehicle
Great service and helpful staff
They close to early a lot of other store has closed at 9 o’clock. In addition to what I said to email to cancel my account I can send a receive a bill that I should not receive
I never used the storage and they never refunded me my money
My only contact was with the general manager and he treated me well.
Thanks!
We waited in line for over 45 minutes before being helped. This was not the first experience we had in the last year where we waited for an excessive amount of time to conduct business.
Apparent mice residue and smell. Staff very friendly. I booked under the impression that my first month would be free and staff member was able to help resolve when customer service denied to help.
Very good experience
Jonathan Alfaro is excellent. We have unlimited praise for his outstanding professional skills. He is efficient, responsive, patient, and a pleasure to work with. Thank you for a 5 star service.
your people suck.
Owner was great. Adjusted to my schedule. Van was clean. Check in and out was a breeze.
Workers very accommodating although the lines were long.
Satisfied customer.
Storage was very clean and well kept.
A location thisvsize should have a few more employees during peak hours. Great service but wait was too long which makes going to the desk a dreadful experience.
Great staff and service
We reserved a u box online. When we arrived with two cars of stuff. they said they had no u boxes available. We got a unit. Staff was stressed. Manager didn’t see to care. Place is disorganized.
My only suggestion would be to have a staff member available to answer the phones - I called several times regarding my move out and no one answered and no follow up occurred after leaving a message.
Left 10+ messages for manager, never received call back. Stopped by, told the best way to receive a call back was to file a complaint! Online chat told me that 1-month should be free, we were charged.
At the time of taking things out rodents were found inside the things, what he wants to say is that maintenance and cleaning of the facilities is lacking and they have ruined certain things that are v
Got a call my Ubox arrived early & was going to be transferred to Takoma Park. Had issues getting back in touch & locating the box. Call forwarded and no one at corporate helped Uninformed&unavailable
I was locked out for not using the correct lock - a lock which you sold me for my storage. Should source more "circle" locks from other vendors otherwise you're in breach of unfair purchasing practic
