Customer Reviews for U-Haul of Falls Church

Évaluation :

5

The staff was amazing but the process and software to validate your identity on pickup was cumbersome and time consuming. It took twice as long when it would have been quicker to do it with a person

Évaluation :

5

Brandon A was wonderful to work with and extremely helpful, given it was our first time using uhaul.

Évaluation :

5

Windows were dirty. Cab floor looked clean but around floor mat edges and underneath seats it was dirty. The engine noise was very loud. The AC turned off when going over bumps in the road. The truck pulled to the right, and it took extra effort to stay in the lane - indicating an alignment is needed. The mileage was nowhere close to the 10 mpg advertised (more like 8 mpg, and truck was only 3/4 loaded). No matter how I drove, getting above 3 bars on the mpg indicator was only possible when coasting. Maybe truck needs a tune-up….? Side view mirrors had limited adjustability requiring me to constantly lean forward to get a good view.

Évaluation :

5

Excellent service à la clientèle.

Évaluation :

5

Thanks fast and friendly

Évaluation :

5

As always, the staff are ready to serve customers, with cordial and prompt attention.

Évaluation :

5

Excellent in-person customer service at pickup and dropoff.

Évaluation :

5

I can't speak highly enough of Dale at Falls Church U-Haul. I switched to a 5x8 trailer at the last minute, and in the confusion, I drove off before Dale could check the tail lights and take a picture of the hitch setup. He tried to get my attention and tried to call me (but it's an old number on my account). Upon returning, Dale was still friendly but worried about getting into trouble for my mistake since there wasn't a photo of the hitch setup. Dale and the Falls Church team are so important to us that I didn't want to cause trouble for my mistake. Dale is the epitome of friendliness and professionalism, and he is one of the reasons that I use the Falls Church location. The whole Falls Church team, Brandon and Jevelle, are friendly and great. I'm a big U-Haul fan and have had many rentals over the years. This time, I just forgot to wait. My apologies to Dale and the team!

Évaluation :

4

The app process to get a vehicle was onerous, hardly functioned, and was very, very frustrating. Especially, when I'm at your office and the attendant is standing there, but can't do anything to change the situation.

Évaluation :

3

Pick up for trailers was unclear. Staff seemed to be on a short fuse, but I got what I needed. Not happy that I had to buy an adapter to use the trailer. I thought your trailers had 7 pin connectors.

Évaluation :

1

Charged me for safe tow when I declined it, signed the receipt for me

Évaluation :

1

I knew that the UHaul app was poorly designed, so I said I would like to use the front desk to pick up my UHaul. However when I arrived at the front desk, there was no one there despite being business hours. I waited for ten minutes. When someone finally did show up, they just made me use the app anyway, saying that they were too understaffed to actually help me. The app crashed multiple times and several features didn't work right. Overall it took 45 minutes just to pick up the van. This location is so incredibly understaffed. It's almost comical how bad the pickup experience was.

Évaluation :

3

The check-in function on the app is horribly hard to find. Please redesign the app so it's easier to use.

Évaluation :

5

Very smooth and efficient pickup and dropoff.

Évaluation :

1

Picking up the truck was a hassle since the uhaul app didn't work. Everytime I asked the front counter clerk to help me they wouldn't help until I was extremely aggravated since the app wouldn't work. It shouldn't take 30+ minutes to just grab the keys and go...

Évaluation :

1

I had an incredibly disheartening experience with. The level of unprofessionalism I encountered was astonishing, particularly from the person who was working at the detailing shop and the person working at counter customer service From the onset, the individual who was at the detailing shop was not only dismissive but crossed the line into outright almost aggression. His demeanor was not just off-putting but verged on threatening, creating an atmosphere of discomfort and unease. Such behavior is unacceptable and raises serious concerns about the company's hiring standards and the training provided to its employees. Equally disappointing was the interaction with the person at the counter. Instead of being greeted with the expected professionalism and courtesy, I was met with rudeness and an evident lack of interest in assisting with my concerns. It's bewildering that a business, especially one in the service industry, would allow such behavior towards customers. This experience has left a lasting impression, unfortunately for all the wrong reasons. I had expected UHAUL to uphold a standard of professionalism and customer service. Instead, I was subjected to an ordeal that no customer should ever have to endure. It's imperative that this location reassess its staff training programs and take immediate steps to address these egregious lapses in customer service. I cannot, in good faith, recommend UHAUL at this location to anyone seeking moving services, given the disrespect and the lack of professionalism and courtesy displayed by your employees.

Évaluation :

5

ease for unassisted drop off was great!

Évaluation :

5

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.

Évaluation :

3

My 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.

Évaluation :

2

Insurance was added to my bill without my agreement.

Évaluation :

4

Overall 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.

Évaluation :

1

Very bad service, the managers were very angry and I asked them for their help to make my reservation. They only innovated me.

Évaluation :

1

Zero 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!!!!

Évaluation :

5

Service attendant was quick and efficient.

Évaluation :

5

Do 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.

Évaluation :

5

The 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.

Évaluation :

2

The 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.

Évaluation :

5

The employee working the front desk was awesome. He simultaneously processed three customers, making the line move quickly and efficiently.

Évaluation :

4

The 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.

Évaluation :

1

Customer service wasn’t the best.looks that they didn’t want to help no body .

Évaluation :

5

Everyone was very nice and helpful you have a great team at that location

Évaluation :

1

I 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?

Évaluation :

3

Computer system was not functioning correctly which led to a 20-30 minute delay. It seems to take quite some time to get customers going.

Évaluation :

5

Falls Church team is the best!

Évaluation :

5

I 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.

Évaluation :

5

Still the best in Northern Virginia

Évaluation :

3

I 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

Évaluation :

2

Customer service is horrible. Brandon is super rude

Évaluation :

1

Customer 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.

Évaluation :

5

The staff were very helpful and professional.

Évaluation :

5

Very nice. Great staff, great job on installing the hitch on my Bolt EUV. Fortement recommandé!

Évaluation :

5

Really good. The employee helped me fix the mistake I made when I booked it. Good place

Évaluation :

4

Gas 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.

Évaluation :

5

The 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.

Évaluation :

5

I 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.

Évaluation :

4

Customer parking

Évaluation :

5

I'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.

Évaluation :

3

The 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.

Évaluation :

4

When 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.

Évaluation :

4

Too many hidden cost. For 2 years, 12 miles, I paid over $80

Évaluation :

1

Worst customer service ever. Want refund.

Évaluation :

4

Na

Évaluation :

3

No 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.

Évaluation :

5

The gentleman that helped me install the trailer and get on my way. We're outstanding professionals, and knew what they were doing!

Évaluation :

4

Easy pickup and dropoff with app check in. Unit was not clean but it was totally fine for a trailer

Évaluation :

5

It 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.