Customer Reviews for U-Haul Moving & Storage of Sterling

Évaluation :

5

Nice staff and nice vehicle. Very easy rental process.

Évaluation :

5

There's nothing to improve. Service was great!

Évaluation :

4

All of your employees, that is working with customer service, are doing a great job, actually exceptional job in taking care of the customer's needs! I would suggest though; more room is made available for the customers to leave their cars while picking up their vehicles, so that they would not have to depend on other family members or a friend to bring them to the facility to pick up their vehicle and then pick them up after returning their vehicle!

Évaluation :

5

As simple as . I went location to reserve truck same day and return same day .😀

Évaluation :

5

The staff were very professional. I felt comfortable with the truck and auto trailer, but ensuring that the renter knows how to use, or where to watch the videos, is advisable. GREAT FACILITY!

Évaluation :

5

Gentleman at check in was very nice and helpful! I will definitely be back! Merci!

Évaluation :

5

The truck had two idiot lights on and the mileage was not visible due to the error system displaying across the digital mileage.

Évaluation :

5

The two guys working there were great, very courteous and helpful. Younger guy and I assume the manager from Ghana. Really helpful and will definitely use U-Haul in this location again thanks much.

Évaluation :

4

Get more trucks.

Évaluation :

5

I was told I was given full tank when checked the meter it was a little below full tank making it seem like a full tank. But when I did a full tank before returning I spent $19,71 i.e.. 5+ gallons, now the meter was well above full tank making it seem that a full tank wasn't provided when I received the truck. Also I drove only 11 miles, considering a lowest mileage of 8 mpg of a 10' U-Haul Truck I should not be using more than 1,4 Gallons.

Évaluation :

5

Mileage had to be sorted out, but everything was cleared up in the end. It's a great crew at Sterling Pld Ox Rd.

Évaluation :

5

Staff was very courteous, helpful and knowledgeable.

Évaluation :

5

It was great support and customer experience

Évaluation :

5

Great customer service, displayed great details regarding equipment and rental procedures. Outstanding location!

Évaluation :

5

They charged me 43$ for gas. They haven't given me at 1/2 a tank. I drove only 30 miles on the 15'' truck and charged me $43. One of the agent said that the mileage for 15'' truck would be 6miles per gallon. They charged me for 5 gallons for 30miles

Évaluation :

5

Check in & Check out process was fast, efficient & friendly. I would no hesitate to rent from this location again! Je la recommande fortement.

Évaluation :

4

Really easy drop off

Évaluation :

1

The Sterling, VA office is great. That's where the greatness ends. I had the brake and signal lights go out on my trailer in Richmond, far from home. Although Sterling said I could go to any corporate office and they would help, after driving to three, I gave up. All 3 rental/hitch sites would not even look at the trailer. "Its not my trailer. Call sterling". The attitudes made me feel like I was ruining their day with my problems. Ended up driving from Richmond to N Va w/out lights. My rating is higher bc of people at Sterling office who did what they could and at least showed some level of concern for my situation. Everyone else did nothing and cared not a bit.

Évaluation :

5

Very nice customers service

Évaluation :

5

Carlos was excellent to work with, thank you!

Évaluation :

5

I've rented here many times. Even hired a moving crew through them… always consistent… always reliable.

Évaluation :

2

Vehicle not well maintained. Barely 1/4 tank gas on pickup. Tire pressure warning from TPS system at pick up. Leftover food in truck at pickup.

Évaluation :

5

Phone chargers in vans; radio dial did not work

Évaluation :

4

Access to the location, have to do a u turn on 606, there is no direct access road. Not Uhaul fault

Évaluation :

1

They overcharge

Évaluation :

3

Nothing to do with the location, The fact that the roadside couldn't be dispatched until photos were sent despite saying multiple times we were in a dead zone added over 45 minutes to the overall experience. If I hadn't been traveling behind the uhaul in a personal vehicle (45 minutes behind) then I don't know how long it would have taken to be dispatched. I pullled over and took the photos and had to drive two miles to the rest stop in order for them to send. Just seems unnecessary especially given the fact people are traveling and there are so many dead zones. I worked for repwest insurance for 6 years and never had that experience when dealing with customers so unsure if that is new

Évaluation :

5

Great customer service. Keep it up !!!

Évaluation :

1

I rented truck #3299, and before leaving I found that the truck includes blanket, so I asked to return the 6 blanket i rented for 5$. They promissed that it won't be charged in case the pack remains unopened. Than I found out the bills includes 5$. That was not what I expected from U-haul !!!

Évaluation :

5

Hi, My name is Mohammad , And the team was very helpful and very professional thank you so much ,

Évaluation :

3

You charged me for 2 gallons of gas after I filled it to the proper level. I have pics of before and after so I can prove it but it's not worth my time to haggle over $10, you screwed up.

Évaluation :

5

Owner was pleasant, professional and a nice guy. It was 90+ degrees and humid. Didn't matter. Nice guy. Watched him detail the already clean truck. I was impressed.

Évaluation :

5

Very good 👍🏿 job

Évaluation :

3

Used to be a frequent customer but whoever the manager has hired over the previous staff has made some errors. Uninformed, argumentative, and just plain predatory in pushing unnecessary insurance which they have no idea what it covered. The "We will buy unused boxes" is a farce at least at this location. Unless we presented the original sales receipt (non emailed or printed) we couldn't return but could receive "store credit" one he verified the purchase on the credit card used ?????

Évaluation :

5

Staff was great and very helpfull

Évaluation :

5

Easy, straightforward, no stress.

Évaluation :

5

Trucks are always available Clean truck The price is good

Évaluation :

3

They did not charge card on file as they said they would

Évaluation :

5

I think the ads are deceptive. The ads show the rental about 20,00 and it is big difference the amount to pay after the using, for example I paid 89,00. The car was excellent.

Évaluation :

2

I arrived to the storage unit at which point the guy working advised that I was not able to move in online because there was no unit available in the size I needed. He then proceeded to take his sweet time trying to figure out what to do, called another location, etc. After a few minutes the other woman working advised him of an open unit. He did something on the computer and said "you can check in online now". Once I confirmed I was able to he didn't advise where the unit was, provide a map of the property, or offer any other assistance. I have rented storage units from U-Haul in the past but this one thus far has been the least helpful.

Évaluation :

5

Friendly, great customer service and prompt!!

Évaluation :

5

Keep up the great work!

Évaluation :

2

WAY too crowded

Évaluation :

5

Very smooth pick up and drop off and friendly staff.

Évaluation :

5

Great rental. Thank you.

Évaluation :

3

My original drop off location was closer to my move in location. The drop off location was changed sometime during my move causing me to have to deliver the truck further away from the move in location. I now had to pay more in mileage costs than I had planned. I think that the drop off location should have remained the same since I set it up the day before and the original location was available at that time.

Évaluation :

2

I had made an online reservation for a mobile pickup. I got to the site a little later than I expected and followed the mobile check-in procedure. When it was done, it gave me a truck number and said to locate it. It was nowhere nearby. As I looked around, the trucks were parked between rows of storage buildings, nose to tail. There was no way to remove a truck unless it was on the end of a row of trucks. As I puzzled how to get my truck, an employee came out and said that I'd have to go inside to complete the rental. If you've stood in the like at a U-Haul facility, you know why I wanted a mobile checkout and not have to go inside. Once inside, I waited for the rep to finish with another customer. He then told me that he'd have to assign me another truck. 45 minutes after I arrive to check out my truck, I am behind the wheel. The confirmation e-mail from U-Haul says that I'm due back at my original checkout time the next day. It doesn't account for he time lost waiting going through the checkout process and waiting for the staff. When prompted for a rating on the visit on the mobile app, I responded that I was not pleased about having to go inside on a mobile checkout. I got an e-mail from U-Haul saying that my diver's license was unreadable and that the clerk needed to verify my identity. Actually, he never asked to see my ID, just that he needed to give me a different truck. So, as is usual, U-Haul customer support was out of touch with the reality of the situation and blew me off. All this aside, the truck had some minor irritations. The front end wandered on the road a bit and the upshift on acceleration from a stop was delayed as the truck overrev'd. I had the Towing/Haul disengaged, but still had to release the gas to get it to shift. The staff at the facility were pleasant and friendly. There are other U-Haul locations that I've worked with around the area, Leesburg near Wegmans, 28 across from the airport, and they have been good and helpful locations. This one on Ox Road seems a bit crowded for storing and moving trucks about. I'd avoid this facility on my next need for a rental truck.

Évaluation :

5

Everything was great!

Évaluation :

2

Once I arrived, they informed me there was no parking for my car, if that's the case, and there are a few parking spots for your customers that should be left known to the customer ahead of time, as opposed to waiting and telling them once they are at the counter. The guy could care less and just said I'm sorry we only have a few parking spots.

Évaluation :

3

Truck was in bad condition, brakes were not good. Had vibrations. AC did not work that well.

Évaluation :

5

Staff at this location could not be more friendly or helpful. I stopped by earlier to have my truck inspected to be ready for towing a trailer, and the staffer immediately got up and walked out with me to do that. When I came to rent the trailer, another staffer checked me in quickly before walking out to hook it up. All my questions were answered directly and to my satisfaction, including the possibility of after hours drop off. Would gladly do business with this location again.

Évaluation :

1

Customer service is bad.

Évaluation :

5

Great Uhaul Location. Staff is courteous and friendly. A+. I would highly recommend the Old Ox Rd Location.

Évaluation :

5

Thanks great experience

Évaluation :

5

They were ready for me, helped me hook it up, ditto on the return

Évaluation :

3

I will contact u haul about this. The truck literally smelled like animal manure. We had to drive with the windows down even while it rained. Also i need the $20 dollars back for over night. The employee never mentioned any thing about that and where to park... i rented a u haul 2 days ago from Chantilly they never asked that. I got the truck from 6pm to 12pm why would u charge me $40 when the truck clearly states $19

Évaluation :

5

You guys are great. Always helpful and friendly. The only place I go for rental trucks or storage units.

Évaluation :

5

Great service and wonderful staff thank you

Évaluation :

5

I was happy with our experience. Friendly operators were calm when dealing with a busy lot. There were (empty) rat traps in our storage unit when we opened it, which was a little concerning, but the unit was otherwise clean and ready for move in.

Évaluation :

5

Good services

Évaluation :

1

I've been using U-HAUL storage for over 15 years. Just like last week, the u-haul staff use unprofessional language and treat their customers very disrespectfully. Yes, our company has never missed a usage fee. Of course, it pays automatically until last April 09. The staff said they would prosecute me. Several times while I was at work, a woman and a man were very annoying on the phone/703-437-3404 and asked me to give out my credit card number right away. I couldn't trust them and call the company card number over the phone. Naturally, I immediately entered my autopay credit card back online. After that, the same young male employee called again and threatened to prosecute me if I did not give them my card number right away. (I went to the office after work to check my face and asked for my name. I-haul companies really need to train their staff on how to treat customers, and if this is the case with others, I strongly recommend sending them a letter rather than talking on the phone.

Évaluation :

1

No one communicated no one cared, and the parking lot was always packed. No overnight parking allowed and they rape you on rates.

Évaluation :

2

Have used this specific location in the past and never had issues. This last time had to throw away leather furniture and bed mattresses due to mice droppings and we found a dead mouse in the unit. Very disappointed and will be sending photos to corporate because throwing away thousands of dollars is not acceptable.

Évaluation :

5

Very good customer service!

Évaluation :

2

Access to my storage was blocked by their vans and trucks. I had to struggle to empty my garage

Évaluation :

5

Muy satisfecho hasta el momento

Évaluation :

5

Yeah, very good customer service I love it

Évaluation :

4

Great customer service and friendly staff.

Évaluation :

1

Rats are a big problem here. Had to throw away away all of my belongings after 1 month of renting a storage unit due to the rat infestation.

Évaluation :

5

The staff at the location on West Ox Road in Sterling Virginia is the best. They are very professional!

Évaluation :

1

The service here was completely horrible from the very first day here with this site, the staff is never on the same page they don’t know what they are talking about the manger is rude and and they called me a month straight after moving out and kept saying I owe them money for an empty storage unit

Évaluation :

5

Very smooth transition

Évaluation :

5

This service was great and the Spanish speaker was very helpful

Évaluation :

3

No lighting in the unit and there were rat droppings around the edges

Évaluation :

1

Unfortunately, my storage unit was infested with rats. I found out when I went to pick up a few pieces of furniture while 7 months pregnant. I alerted the office and let them know everything in my unit was covered in rat feces and they didn't offer any assistance. I asked if my husband could come and discard of all my furniture in the trash onsite to avoid paying for a moving truck, and they wouldn't allow that. I emailed the manager to alert him of the problem, and asked to stop being charged for the unit under the circumstances, and that I would arrange for movers to come clear my unit and haul everything to a dump (being 7 months pregnant, it wasn't even safe for me to be near the unit with all the rat feces). He never responded to me until close to 4 months later when I finally put a block on Uhaul charges with my cc company. I was finally able to clear out the unit and every piece of furniture is destroyed. I'm very disappointed in the lack of service from the Uhaul office staff, the manager for ignoring all emails regarding the infestation, and the fact that they continued to charge me for the unit. I lost close to $5K all in with the storage fees, cost to move everything to a dump, and the furniture that was ruined.

Évaluation :

5

Muchas gracias 🙏 por su amabilidad. Todo en orden.

Évaluation :

4

Please do more to get mice out.

Évaluation :

1

Proof of my dissatisfaction is I ended the storage renting due to your staff's behavior. But that's not enough, I'm a lawyer and I'll sue UHaul if you don't correct the charges you billed me. One of your guys claims to have seen me damage the truck and therefore, charged me 324$ instead of the 34$ or something which I expected. Upon returning the truck earlier than expected, driving less miles...he went out and inspected the truck and told me you can take off...so I took off...but later that day he emailed me a receipt with 324$! He will have to explain to the court, what he meant by "you can leave now, all is okay", and I left after he said this, rather than discuss any damages he might have found. I've sent a complaint to service@uhaul, no response; I'll send a mail to Uhaul CEO this week...and then I'll take up the issue with the court. Uhaul will end up paying more than you took from me. I've used uhaul multiple times, in Texas, in Pittsburgh...this is the first time I got such disservice, and I'm not happy. See you in court if you refund.

Évaluation :

5

Great staff as always

Évaluation :

1

Mice infested

Évaluation :

5

The Uhaul team is friendly. There response is timely. They meet my needs all the time I get there. It's hard to tell who the manager is because everyone is ready to work as a team. I must give special recommendation to Benyam. He always ready to do more to meet customer satisfaction.

Évaluation :

5

Ben and the staff are super helpful every time I need their services.

Évaluation :

3

Too expensive

Évaluation :

4

I know that for safety they made me buy the pot lock there but is their policy. Over all good

Évaluation :

5

as always excellent

Évaluation :

5

It's was grate

Évaluation :

5

Very friendly people. The manager is very nice and understanding

Évaluation :

5

thank you Was Nice time

Évaluation :

5

El horario de ingreso es limitado y cobran por 25/7 muy malo

Évaluation :

5

Staff was courteous and very helpful.

Évaluation :

5

Excellent service and friendly staff

Évaluation :

4

pretty dang expensive but good experience overall

Évaluation :

5

Thank you for being there when I needed a place to store my excess household goods . This is a safe and secure facility.

Évaluation :

1

An absolute prejudiced scam. You need to get rid of this franchise immediately. Unless you are cool with fraud. Which, apparently, you are.

Évaluation :

3

It met our basic needs for storage

Évaluation :

5

Great Customer Service

Évaluation :

3

Prior to arriving at the facility I reserved a 10x10 drive up storage unit. I called to confirm the day before my reservation date and the first man I spoke with said he didn't see my reservation in the system. Then I spoke with a woman who said I was all good for my reservation. I arrived the next day and the man working at the front desk seemed a little confused, but then called his manager and without telling me anything took my information and we walked out to go see my new storage unit. He walked me to a non drive-up unit and said that was all they had (even though I reserved a drive-up unit). I let him know this wouldn't work since I have heavy bulky furniture that I need to put into storage. He then said that there is another unit that just needs to be cleaned that I should be able to have, walked me over to that unit, put the key on and told me that was all he needed from me and that I could leave. While he did the best that he was able to do, I am annoyed that the manager's advice was to just give me a different type of unit without asking me if that was okay. I also have no paperwork or email confirmation showing my new storage unit and am hesitant to even use it, in fear that he didn't change anything in the system and the unit that I am in will be given to someone else.. I don't understand where the communication went wrong but I don't feel good about this experience and storing my items in the unit with so many unanswered questions.

Évaluation :

5

We had to move my 82 mother in law out with 2 days notice (evicted!) and it took 2 days to do. Entire staff was very friendly and helpful. Husband and I are almost 60. The first day it was just my husband and I. It was too short notice to enlist anyone we knew to help - folks gotta work! On the second day of the move we just could not unload the truck ourselves. We had help in WVA loading up the truck but absolutely had no strength to unload to the storage. That is when I called Uhaul to see if they knew anyone to help. The manager arranged two young men to help us. Of course we paid them. This was above and beyond. This staff is the best, Chanelle, Joe (?) the manager, everyone who helped! I am sorry I don't know all their names! Chanelle can tell you. I wish the all the best during this hard time of Covid and will use again if needed!

Évaluation :

5

Great Customer service and employees are very helpful

Évaluation :

5

benyam excellent help

Évaluation :

5

Good people making work easy and fast thank you

Évaluation :

5

Ben and his team are an asset to the U-Haul brand: efficient, friendly, and customer-focused. The units were clean and easy to access. We were check-in to our unit quickly on a very busy day at the facility (excellent teamwork!). I've rented from other storage unit providers in the area and this team and facility is heads above the rest. I give this facility my highest recommendation.

Évaluation :

5

The whole entire U-Haul staff at that location were awesome!!!

Évaluation :

1

Upon clearing out my storage unit, I went to the office to check out. I provided my access card to the person at the counter and was told I was good to go. I checked the status the next day and the unit was still active so I called and was assured I would be checked out. I then requested a move out online just to be sure. After a couple weeks of waiting, the rental was still showing active. I called the location again and was ensured it would be taken care of. A few days later, I received an email saying my rent was overdue. I called the 800 number because the location had not been helpful. All they did was send an email to the manager requesting this be closed out. The next day I called the location and was told the manager was not available but they would leave a message requesting the rental be completed. The next day I received an email saying a late charge was being applied to my account for not paying rent for a unit I had been out of for over 2 weeks and requested 7 times to be done with. It was only when I replied to this email and indicated I would not be paying one penny more for a unit I have been trying to check out of for weeks that the checkout was FINALLY completed. This was either an attempt to get me to pay more money than I owed or just total incompetence on EVERY employee I interacted with when trying to close this out. Completely unacceptable. I will not be using uhaul ever again.

Évaluation :

1

no communication. tried to rip me off multiple times. i'm convinced they were trying to take advantage of me and would have been successful with someone weaker/less confident/stupider. Tried to move out 3 times and they wouldn't confirm. absolutely trash organization.

Évaluation :

5

Customer service it is great. So We are happy !!!

Évaluation :

4

Everything was always as expected. No issues at all over the course of several years. I only closed my unit because it was no longer needed.

Évaluation :

5

We just needed about 2 weeks of storage to move boxes packed for our move out of the house while the house was on the market. This worked perfectly using UHaul storage.

Évaluation :

5

Great staff and management. Best storage unit and location. Excellent customer service.

Évaluation :

5

Great Experience, friendly staff. Our contact Tanya was very helpful .

Évaluation :

2

You guys made me drive 60 miles just to get the truck and then I used your moving helpers option who were a total disaster, they pretty much told us we have to carry and help them move the big stuff, that’s just ridiculous.

Évaluation :

2

Initial customer service with Chantell was awesome. However move out was unpleasant. Several calls regarding a payment for a storage unit I cancelled three weeks ahead of time and a follow-up parent call respresentive was very rude to my wife over the phone.

Évaluation :

5

Above than excellent

Évaluation :

3

I gave this location an average because of the placement of the U-Haul trucks everywhere was dangerous and difficult for us to navigate through the maze of them safely while still attempting to get to our storage unit to unload our things.

Évaluation :

5

eveyone is so helpful and they greet you so well.One of the best storge unit WE have ever had great Customer Services around in the DMV Area.Thank you all for doing such great work

Évaluation :

3

Very little space to maneuver vehicles. The nearly empty lot next door should be acquired for truck parking.

Évaluation :

5

I highly recommend this location. The owner are friendly and helpful. Ben was professional and fast with service. Everyone was professional and friendly.

Évaluation :

5

The team was friendly and very helpful. They provided me with recommendations for size and a movers that could assist me at a fair price.

Évaluation :

5

My check in to purchase a rental storage unit was easy at the office . I tried doing self check in on the computer but was not able to . I was just going round and round getting nothing accomplished. Good old face to face at the store is much better. The ladies that were working at this store are very friendly and get the job done quickly. Merci

Évaluation :

5

Staff was sooooo helpful!

Évaluation :

5

I have frequented several uhaul locations over the past few years. This facility it run well and the employees are helpful. Three particular evens showed this locations quality. One when moving the truck the employee bumped the mirror and he promptly retrieved a sticker and marked it with out me saying that I saw this. So A+ for honesty. Two I closed out before the start of the new month but my auto pay had already gone through for the month. The manager was able to set this right. So A+ for doing the right thing, follow though, and reasonableness. Three I found that the store was well stocked and well priced. So that was convenient. Overall this is an excellent uhaul location and helps make the stressful time of moving and storing manageable.

Évaluation :

4

I have used this facility on multiple occasions. The trucks and vans are clean and well cared for. The staff are courteous and helpful. This location does typically stays busy. So the process of waiting and renting does usually take 15-25 mins depending on how busy they are.

Évaluation :

3

I don't understand why the customer service is so bad. Every time I go in there, everyone is in the worst mood ever. A smile goes a LONG way. I am paying a lot of money to be there, so be nice!!!

Évaluation :

5

My name is HOPELYN! You left the letter y out of my name. Thank you for your extraordinary service!! God bless you all.

Évaluation :