Customer Reviews for U-Haul of Laurel

Rating:

5.0

The representative at U-Haul was very professional, knowledgeable, and efficient.

Rating:

5.0

The staff were very helpful

Rating:

4.0

The service was prompt during pickup and drop-off. The staff was attentive and courteous

Rating:

5.0

Just what I needed for a quick last minute move.

Rating:

5.0

I like the service. I come here any time a needed there service

Rating:

5.0

I just recently did a one-way trip out to a new residence in a U-Haul 10 foot box truck. That truck ran superbly, had a beautiful back-up camera built into/onto the rear-veiw mirror, and in a box truck, that feature is gold. The truck I just rented --- about which this review pertains - was another of the 10-foot box trucks and had some sort of transmission issue. Once in a while its automatic transmission would get hung up in first gear, especially when first taking off or when coming down into a stop. This was a more local move, so we did o.k. When I returned the truck, it was pointed out that the inside hadn't been adequately swept out and that I'd be charged a "cleaning fee". The fella was right, so I grabbed a broom, dust pan, and gave it a good sweeping. No problem, no fee, all good. When I pointed out to the young guy doing the intake that this particular truck had no rear-view mirror at all, he felt it necessary to "educate" me that, well, it's a box truck. You can't see out the rear-view mirror anyway. When I pointed out that my previous rental was equipped with a mirror that included the back-up camera feature and that it was incredibly helpful, he proceeded to say, "yeah, most of those are on the one-ways." Hmmm. So if I drive further, I need to be able to see behind me better than if i'm staying local?? Let me tell you, it sure would have made EVERY aspect of backing up better, safer, more precise, etc.! Especially the stop at the Alpha Ridge Landfill to off-load junk we're NOT moving to our new residence. The intake guy was polite enough if not a bit condescending, but come on guys. I had the previous truck. You did better. I'd challenge ya'll to do just a bit better, both in the maintenance and preparation of at least this particular truck, and be careful not to treat the customer like a moron. YOU WANT --- NO, NEED --- customers to return. In this day in age of fierce competition, you don't just need the brand loyalty, you need LOCATION loyalty. This particular location of U-Haul is quite good, pretty much excellent. If I might suggest, keep your eyes on the ball. That excellence will require constant vigilance to maintain and build on an existing culture of excellence. I still give this location an EXCELLENT rating considering how seamless and professional, polite and courteous the pick-up and drop off was. My message to this excellent and extremely busy location: protect the culture of excellence that's been built there. Do better --- all the time. My message to those reading this wondering if they want to use this location in Laurel, MD for your truck-rental needs? I will certainly not hesitate to use them again. Thank you for the use of your vehicles, U-Haul near Main Street Laurel! All the best and hope to see you again (though preferably NOT for another move. I'm getting too old for moving!! HA! ;)

Rating:

3.0

A bit confusing, because 2 different locations kept bouncing me back and forth as to where I was going to do pick up. I specifically requested one location because of great customer service from Freeman. In mix up the initial requested pick up time was incorrect causing a 3hour delay in our tight schedule. In the end everything was fine but wish it went smoother.

Rating:

5.0

Great Staff and TEAM Spirit at THIS Location! Thanks for the Help! Mr.

Rating:

5.0

Muy buen servicio

Rating:

1.0

Staff was rude and the vehicle was in terrible shape in the Interior. I will never use this service again

Rating:

4.0

Drop off was interesting. Many vehicles were in the way. But I was able to park the trailer successfully.

Rating:

3.0

I was told I couldn’t leave my car at the facility, so I had to park at another business nearby and walk 25 minutes to pick up the U-Haul truck. This was very inconvenient.

Rating:

4.0

Excellent customer service. Did not like extra charge to hook up auto tow and load car. Customer should not be expected to hook up themselves (not safe!) and $20 charge should be included in rental price.

Rating:

5.0

Professional staff and equipment was in great shape.

Rating:

5.0

Stay the way you are

Rating:

4.0

Recommend this location

Rating:

2.0

The trailer I got had bad tires. I had to return immediately after picking it up The manager tried to tell me the severe blu cong was normal when it's empty. This was not normal. There was not a replacement trailer available so was going to have to cancel the rental. But, your roadside assistance person, Robert, happened to come into the lot and one of.the employees told him I was concerned, he took one quick look and could clearly see the tires were bad and unsafe. He took control and immediately replaced both tires/wheels. He saved the day and the reputation of the local despite the managers dismissive response to my concerns. The trailer worked perfectly in the end. Also wish the facility was in better shape/appearance, I have rented there a few times as they tend to have the best availability in the area.

Rating:

5.0

The young man that helped us, Jaylen was very professional and enjoyable to speak with. Very happy with experience there

Rating:

5.0

Keep doing what you’re doing

Rating:

5.0

It was a good experience.

Rating:

4.0

I did not have any problems with the staff, location or any kind of assistance.

Rating:

5.0

They are superb and the younger guy was super helpful and friendly!

Rating:

5.0

I had a very positive experience at this U-Haul location. I had the opportunity to meet the General Manager, who was extremely professional, courteous, and genuinely down to earth. From the moment I arrived, he made the entire pickup process simple, organized, and stress-free. What stood out most was the level of customer service. He took the time to make sure everything was handled properly, answered my questions clearly, and made the process feel easy rather than rushed or complicated. The same level of professionalism carried through when it was time to return the equipment. It is always refreshing to deal with someone in management who is not only knowledgeable and professional, but also approachable and respectful. The overall experience was smooth, efficient, and pleasant from beginning to end. The equipment was clean and well maintained, and the location itself was handled professionally. Based on my experience, I would absolutely recommend this U-Haul location to anyone needing a truck, trailer, or other moving equipment. Great customer service, easy pickup and return, and a General Manager who clearly understands how to take care of customers. I would definitely use this location again in the future.

Rating:

1.0

I was over charged by $130 dollars saying I went over 90 miles which I absolutely didn’t. I want a refund

Rating:

5.0

Everyone was excellent, friendly, efficient, professional, and worked very hard to find me a hand cart that wasn't avaliable at the site. Did above and beyond to give the best possible service for the best possible sucessful outcome.

Rating:

5.0

The person helping us Mr Ever Ramos is going above and beyond and makes everything easy for us.

Rating:

5.0

Excelente Servicio Cumplió Con Mis Expectativas

Rating:

5.0

I love it when customer service agents are happy and enjoy their work environment. It is a pleasure to be served when the person is happy. All agents were very helpful, answered my questions, and reassured me that everything would be ok.

Rating:

5.0

I ran into some trouble not on their end but they were very helpful and I love their customer service!

Rating:

2.0

The truck was parked in the woods and was very dirty on the outside.

Rating:

5.0

Nothing Everyone was very helpful.I would recommend my Friend and family!!!

Rating:

1.0

The person who helped me was a nasty woman, and they gave me a trailer that wasn't in good shape—the oldest one—even though they had newer ones available.

Rating:

1.0

They charge for things they can’t explain

Rating:

5.0

I have always used this U-Haul location, here in Laurel, MD. It is convenient and more important the staff is always friendly and helpful. Thanks Guys! Keep up the good work.

Rating:

5.0

Great professional staff; very helpful!

Rating:

5.0

This location was very proficient. Staff was professional and location was clean.

Rating:

5.0

I like my experience that I will be doing another reservation today for a move on Friday.

Rating:

5.0

The young lady, did get her name was very helpful, I had no idea how to use a tow dollie, she schooled me on the spot, answered all my questions and was patient.

Rating:

5.0

The people who checked me in were very helpful

Rating:

1.0

Actually kinda of rude and loud. Very bossy.

Rating:

1.0

I was supposed to get credit for having less gas 4 gallons credit for my 2nd last visit on 091426, no one provided me you guys did for mileage but no credit for 4 Gallons, please credit back to my credit card asap You guys promise something and don’t do it I don’t think it’s right waiting for my credit for 4 Gallons

Rating:

5.0

Check in and check out is always easy at this location even on weekends. I had a flat tire. Called Roadside assistance. They fixed the tire within the next 3 hours.

Rating:

4.0

All personnel were very professional and great to work with. However, the truck rented had two issues. The brakes were very weak and the transmission lever would have a hard time syncing to the transmission. These two factors made the experience unsafe and troublesome. The truck itself was clean.

Rating:

4.0

When you return the vehicle the sign one the lot stated to stay with the vehicle and someone will come out to check in your return. After ten minutes no employee came out and I had to go inside for the retun, no other customer was thier just three employees at that time.

Rating:

3.0

Walked in and instead of being greeted and helped, the employee was discussing a movie or something with his co-worker and a customer who was being helped. Felt that was rude, unprofessional and disrespectful. My time is valuable.

Rating:

5.0

Friendly, respectful and easy to work with staff. Would recommend!

Rating:

5.0

Great fast easy rental process

Rating:

5.0

Staff went over & beyond to ensure rental went smoothly. The 2 young men & female there were amazing. Sorry don't know their names.

Rating:

4.0

Check out process was very smooth and user friendly. Truck was eceptionally clean and well maintained. Was charged for 2 dollys I never received but charges were corrected upon explanation. Thank you Kai.You were exceptional and very resourceful. I will always return

Rating:

4.0

Overall OK. Location is a little tight with coming and goings but it was a Saturday to be fair. Will use this location again. Like the auto return and quick email receipt without even going into the office.

Rating:

5.0

Before I even got out of the car the young lady met me outside and made it very easy.

Rating:

3.0

I tried to get the utility trailer for a KEI van but Uhaul staff convinced me to get the "TOY Trailer". That was a total disaster. Was totally unuseable. The 3 ramps spacing was not good at all. Was IMPOSSIBLE to load the van. Had to abort and drive the van which broke down and had to use AAA to retreive what I should have been able to two on a trailer. So, the rental of the Uhaul truck and trailer was a total waste of money and was UNUSEABLE as a configuration for towing.

Rating:

4.0

When checking in for pick-up location, they did not use the payment information already saved and on-file and I had to insert card into card reader which added a little bit of more time to the overall pick-up experience (not terrible). Only other inconvenience is availability of a utility dolly that I rented online. This forced me to upgrade to the furniture dolly for additional cost.

Rating:

3.0

The employees make a point to explain all the requirements and expectations of the rental: the vehicle must be returned with a full tank, and clean. They also ask you to provide an estimate of the miles you plan to drive and time you will return the vehicle. They also let you know that any milage amount over the estimate you will be charged a separate fee. BUT renters should be made aware that you will get a vehicle that has less than a full tank of gas SO when you return the vehicle YOU are providing UHAL a service because it is returned with MORE gas then what the renters were given ALL payed by the renters. IF YOU CAN SOMEHOW KNOW EXACTLY WHEN TO STOP THE GAS PUMP TO THE EXACT AMOUNT OF GAS YOU RECEIVED THE TRUCK WITH YOU ARE PAYING FOR ALL THE EXTRA GAS OUT OF YOUR POCKET. ....AND if you should happen to return it less then the amount of gas when you rented it YOU will be be charged an additional gas service fee on top of what you did pay at the gas pump so its basicallya no win situationfor the renters. There is no adjustment in rental cost when a renters fills the tank. NOR will they make any exemptions for a minimal milage difference from the estatemated amount the customer gave. I was 2 miles over my estimate. I paid @ $30 dollars extra worth of gas than what the van had when I was given the van that morning AND I will still be charged for the extra 2 miles. What a shitty business! When I asked if any refund on the gas or if the extra gas I provided for them to be applied to cover the 2 miles I was over, told I should have read the fine print. The employees have no problem reading the rental expectations to you BUT fail to mention any of these policies. Plus you dont get a physical copy of the rental agreement handed to you until after you pay. SO renters beware. I will avoid renting from this shitty company should I ever need to rent a moving vehicle every again.

Rating:

4.0

Location was fine. The staff was amazing answered all questions and helped me throughout the app. The app kind of sucked when taking pictures it wouldn’t allow you upload pictures properly took a lot longer to sign in and complete the step-by-step process until photos were properly uploaded you could choose to skip the photos with this car, put you in a situation if there’s any pre-existing damage

Rating:

4.0

The van seats could’ve been cleaned better but other than that no complaints

Rating:

5.0

I am ok in the way this went. Keep doing what you are doing.

Rating:

5.0

Costorma service was very good 👍 and helpful

Rating:

5.0

I made sure the fuel was the same and I was still charged something more. Very disappointed about what could have been a perfect outcome

Rating:

5.0

Desk staff helpful, polite, plesant.

Rating:

5.0

Newer van was very nice.

Rating:

1.0

The front desk lady was very rude this morning & I’ve never been treated this way before & I would NEVER EVER rent a uhual from this location! The old lady from the morning shift to be exact

Rating:

5.0

Great customer support and service

Rating:

5.0

Impeccable customer service I love the crew whether it's week day or weekend ther are all professional 👌

Rating:

2.0

The location was fine. They had no idea I was given a second auto transport, didn’t know I went through a traumatic experience on the side of the road on i95 in North Carolina and had to drive 60 extra miles to pick up an auto transport. They also didn’t see the reflected extra 45 miles on my account and I was 10 miles shy of the base 710 miles given. If they had asked me to pay for overage I would have been out of luck since haul never gave me the extra mileage promised. At the end of the day, I am military and they offer to do this for me. However, I have used uhaul and was pleased with my experiences. I get to pack my own household and transport on time. However this experience left a sour taste in my mouth and will never use uhaul again. I want a full refund- more comments below.

Rating:

3.0

Need better way to get vehicles in and out to avoid traffic jams

Rating:

5.0

Buen trabajo

Rating:

1.0

They charged me for 200 miles instead of 33 miles.

Rating:

1.0

I return a dolly the same day it was rented. And I was called twice about a dolly that I don’t have. Thennnnn, they charge me for two days and I only had it less than 5 hrs. Had to call to get a refund—won’t be returning.

Rating:

1.0

What can you do to improve? I walked in a little before my reservation for a 15 foot truck. I was told there were NO 15 foot trucks there OR in the area. I made this reservations 2 WEEKS before. It is absolutely insane that this location never contacted me to tell me this until the day of my move. So I decided to get a 10 foot truck because I needed to move that day. My original reservation had me returning the truck in a different location. I was forced to return it to this terrible location because they needed the truck back. Then they demanded I give them an exact amount of miles for the truck. I ended up overestimating and having to pay the extra because of this terrible location. My reservation was supposed to have 6 furniture blankets. I did not receive them. My reservation was supposed to have the insurance (I believe Life Haul or something). While in this terrible store, I signed up to get this insurance 2 times. When I got to my truck and took pictures, the form I needed to complete said I didn’t get the insurance. What is the point of a reservation if the entire thing needs to be redone at the terrible location??? While there, I purchased a $40 tv box (which is insanely overpriced). Apparently this tv box wasn’t available in this terrible store’s system and it took another 10 minutes just to get that dealt with. I was in this terrible store for close to 45 minutes and overcharged. There were no apologies and all I got for wasting my time was the wrong truck that was missing multiple elements. They could’ve taken a few dollars off my purchase as an apology for not being prepared for anything, but instead they did nothing. I strongly recommend going to Penske or Ryder in the future because there is no way they could possibly be worse than a uhaul.

Rating:

2.0

The online return and key drop off process is faulty and does not work. You will be charged overnight fee for returning the van after closing hours.