At first you shouldnt sell a product that you don´t have in stock. But ok, lets say that it is a covid problem, at least you should have to give an estimate date to receive the product that you already sold more then 20 days before. Next step, do not re-schedule the installation to next day, and don´t put the mechanic vacations as a excuse for that. Next step, don´t schedule a time for the service of installation and take 30 minutes more to start the service. Next step, don´t estimate an one hour service when in real it take 1:45hs. One more step, when the costumer complain about the not professional service that were provided, don´t escalate and became very rude with the costumer, as the manager did. (to make clear, just the manager was rude, the other employers was just not prepared for the service)

Picked up my truck with a huge dent on the side which wasnt shown in the photos. Even when I disputed the photo and uploaded my own, the system kept replacing it with the original one. The document also stated 50 miles less than the actual mileage. Thankfully I was thorough during my inspection, brought the document inside the store and wrote the correct mileage with a signature. I eventually had to take a video of everything before departing as proof, else I would be responsible for damage and 50 extra miles.

Good price. Good vehicles. Great service.

They staff was very polite and helped with all my needs. The woman working the front helped me find all my supplies and was very patient with me. I recommend this Uhaul and will always come back.

The Falls Church UHaul location is the best Ive encountered. The staff was friendly, efficient, even fun!!! They answered every question, and processed my paperwork quickly. The interior of the store was clean and organized. The truck lot was also clean and organized, and the inventory of trucks is quite large. (I was able to leave my car at a shopping center nearby for a few hours, without a problem, even though technically I shouldnt have.) The staff had my truck ready and waiting, with the blankets I ordered inside. The truck was clean, in good condition, and easy to drive. The brakes were GREAT (far better than the Suburban I drove for years) and the visibility with the large mirrors was better than I expected. The 10 truck just fit into a normal parking space and was easily maneuverable. The return process took less than a minute. Highly satisfied customer. This will be my go-to UHaul, even though theres one closer to my house.

The so called manager of this business just called me a liar at vehicle check-in. I rented a van from this U-HAUL location at 1pm on April 3 2021 and returned it to the same location on West Broad, St Falls Church, VA at 2:50 on April 3. I wanted to discuss the mileage charge shown on the check-out form because it was not consistent with the rate that I had seen on the website on the morning of April 3. The manager was working in the vehicle yard when I returned the vehicle. When I tried to enter the office to discuss the mileage charge, the manager yelled at me that I could just leave - you are free to go . I told the manager that I wished to discuss the mileage charge. You can go, you are free to go .. you dont need to go into the office. I told him the rate quoted on the U-HAUL website was $1.19 whereas the rate shown on the check-out form was $1.59. He disputed the $1.19 rate. I showed him the photograph of the website that I had taken not 10 minutes prior to returning the vehicle that showed the daily rental rate and the $1.19 per mile mileage charge. I explained that to him and he immediately told me that I was lying that this photograph was not just taken and was not for this U-HAUL location. He insisted the rate is $1.59 per mile. I told him he just called me a liar. He replied saying I just called him a liar. If this is customer service and managerial competence, I am mystified. The manager was rude and discourteous. I recommend that he take manager training and customer relations training. I will not use the Broad street U-HAUL location for van rental again.

This location everyone was so great. The line was long and it was a very busy day but they moved us through very quickly. So kind and patient with everyone.

I rented a 5x8 trailer and the process was super easy from start to finish. I was really happy I could return it after hours without any drama or extra charge. Uhaul trailers really are the best. They really do need some more employees. When I was checking out there was only one poor employee there checking everyone out and sending out all the vehicles and trailers. He was running around doing the best he could but it was craziness on a holiday weekend. I have only rented trailers from this location and they always do a good job, but have always needed more people working.

I cannot think of a worse U-haul. Tried to damage my truck on the auto transport, gave me a truck with the fuel and check engine lights on, and were extremely hostile and combative. Now they’re trying to fraudulently charge me by retroactively changing my reservation dates. I cannot say enough bad things about this store and it’s employees.

The General manager has no knowledge about the process. He does not even know what is listed on the website. I expect U-haul to have literate employees. The General Manager at this store was very rude, had an negative attitude and I am sure he was not literate.

I discovered they refill propane tanks (grill, forklift, etc) and have been back 4 times. Price is good and employees were pleasant and quick to serve. Negatives, employees complaining if you come to close to closing time, and the virtual check out email a receipt function does not work, so no receipt.

Very terrible.I rent a trailer and recived an 5x8 in very bad condition: rusty floor, bend and nail was fall out so I felt like wake on the wave in a stormy day. Thats not the worst, an agent helped me took off the trailer and he told me thats done. Then I left, to my house 1.5 hour away. 2 days later I checked their website because I hadnot recived the final bill and realized that the trailer still in action with my account. Then I spended 2 hours to made two calls, one for the dealer and one for uhaul custommer supporting, at the same time because no one answer. Finally, after 1 hour someone from customer service answer, he sent me to another one and this guy promised me they will check, dont worry. Thank a lot. Then today, the trailer still there, in my account. And then I made a double call, with 2 phone again, and someone answered after 30 minutes. Well, They try made a call to the dealer too, but no one answer. So they promised me one more time, that someone will check and send me the final bill.OMG.Now, Im preparing drive there, beg them check it in person. I rent a trailer for 18 hours, then spent 2 day with a lot time for phone call, and now 3 hours drive there and go back just for return.Im not the new one, I rent uhaul trailer for 40-50 time in last 6 month, in several place for my business. And I could let you know that the dealer Uhaul of Fall Church, 1107 W Broad st, VA 22046 is the worst dealer rental I have ever known.

When I got to the store to pick up the van, no one was in the store and we had to wait for 5 or 10 mins before finding an employee at all.Then, after getting the U-Haul van, the bed was completely covered in a very slippery brown greasy substance. I had thought it was just wet with water when we picked it up because it was raining, but the next day the floor was still soaked. We had to scrub the entire bed of the van to be able to load our furniture in.When we went to drop the van off, the key fob wouldnt fit in the afterhours key drop box. So we had to wait on the phone with customer service for 20 mins or so to figure out what to do with it.

I have been renting trucks/vans from the same location since 2005. I dont know whether its coronavirus effect or something else, but this is not the same place anymore. First time ever I was charged 15 dollars cleaning fees, which I think is very unfair. I used the van to haul carpet to the dumping station and the van was returned in fairly clean condition. I talked with the member of the staff afterwards and they lied to my face. Very unfortunate that difficult economic times have perhaps led uhaul to start stealing customers money.

Avoid this place horrible, ordered an express hitch it never came, they said they would refund me and of course never did.

After reading all the negative reviews of this location, I was hesitant to reserve a truck. But our experience was excellent! Our technician, Bill was very courteous and thorough with our pickup and I plan to work with this U-Haul location again in the future.

Made a reservation 1 week before and made all the travel arrangements for that Saturday moving, the day before UHaul called and said your reservation is no long available. Please remember, Uhaul only calls *one* day before your reservation for limited availability reservation.

Only issue is the lack of parking when you rent a truck by yourself.

I reserved a dolly and was told it was not available anymore, although it was confirmed in my reservation. Made moving a bit more stressful. Also I was told the truck had more gas than it actually had.

Dont understand why I was given an attitude when Im just trying to inquire about my reservation. A simple hello thank you and good bye would be nice too, especially since Im paying alot of money. Someone clearly wasnt raised with any manners

Very SLOW and RUDE. Save 30 mins by driving 5 more mins to a different location!

Absolutely horrendous experience and severe lack of customer service and professionalism. The black female associate on December 24th, 2020 was extremely unprofessional, rude, combative, and obviously didn’t want to be there.No customer service skill set what-so-ever. Corporate was called while physically in the store, where they then called directly to this location and she refused to pick up the telephone.What should’ve been an easy in and out experience, as we’ve had previous positive encounters at other locations throughout our years of utilizing u-haul. Turned into an atrocious two and a half hour ordeal with getting the truck and our reservation honored.Absolute trash.We will definitely reconsider utilizing U-Haul ever again in the future after the clear lack of training and way we were treated.With that personality and work ethic; this is why you work where you do and will continually stay at a minimum wage job for your life. Try McDonalds for the next opportunity if they’re desperate enough to hire you.

As long as you have Bill behind the counter you will be fine. I had a smooth experience despite terrible weather and changes to my order.

Took 30 min to get through the line to get my reserved trailer. Price ended up being more than online quote. Ive been in the back of the building now for another 30 min waiting for my trailer. Everyone has been very nice, just super slow at 0945 on a Sunday morning. I think they just need more employees.

They dont have a night drop off service. Besides that all good.

Terrible customer service. Employees were rude.

So rude, not friendly at all, and charge you more than regular and more than agreement.do not recommend.

One person working this Saturday. 30 customers waiting. 70 minute wait. No fun

Didnt have the correct hitch size on my truck. They loaned me a ball hitch for free. Thanks guys! Great service.

This store must closeOrChange all staff and managementFirst they asked me my credit card informationThen they changed me without my AuthorizationWhatever they want.Never release ur credit card information to themU haul customer service is very badThey never respond ur call or ur email

Went there after booking an appointment online for same day hitch installation on my car. Upon arrival the help associate immediately told me that there is a glitch in the system that is allowing double booking for appointments, and they are behind at least 2 weeks before Amy availability to install anything. I didnt argue, asked for a refund and was issued one immediately. I dont know what the missing link is, but I know that a system cant have such an error that goes without noticing or solution. Especially because when I booked my appointment this was the only center available for same day appointment. Other centers had first availability 2 weeks from today at least. So its hard to believe the system is faulty for one center and working fine for another. The sales associates were professional but I got no apology for what happened. The person in line behind heard what happened and he was there for the same reason I was, he faced the same results

Expect to spend at least an hour here on a Sunday. It is a full service location, however, they only have one person working the desk and one person to assist with the pickups AND returns in the back. I guess its their policy, they have to be the ones to set you up and take the initial pictures for liability purposes.For how much business this location rakes in for just a Sunday, they can afford to hire at least one more person to facilitate the desk and one more person for the trucks and trailers out back.They get one star per person today, as both were moving as quickly as they could, maintaining professionalism under busy times, and were courteous. Afaf at the desk was very nice. The gentleman in the back was helpful.

Service was great!

Never received blankets. Told the guy when I returned and he blew me off, then realized I wasnt going to leave until he addressed it. Then he said he will put in a refund and walked away. I never got a refund.

Despite a morning rush and line out the door, U-haul’s staff were attentive and extremely friendly—directing me to check in / pick up my truck via their mobile app, which worked like a charm.

Just went in for some boxes about 30 mins before closing. Very quick transaction but none of the employees were wearing masks. I worked with them previously and had great service so I was disappointed to see that.

Don’t thrust themThey ask ur credit card informationThen they change without ur authorizationMore than you asked for...They changed more than 3 times and more $200

Great and friendly service. Great location. Reserve in advance or you will be sorry, unless you are lucky.

Rude and incompetent. Will not be back.

Great customer service I recommend that you download the app before you arrive to pick up your truck.

Staff was disorganized in the back to the point of yelling at each other within earshot of customers. Didnt have equipment on hand which we pre-ordered.And lastly, staff (including the GM) while enforcing with social distancing measures (good) did so without wearing masks (bad). Not a single employee wore a mask.

Appalling customer service. On Friday, 17 July, the two women behind the desk were not interested in helping or striving to resolve difficulties professionally. Both ladies were rude and argumentative—an absolute disgrace to any business.On a positive note, one lady was extraordinarily courteous and cared about the company and the service which an employee is employed to achieve (Customer Satisfaction). She greeted me at the door, and when she identified the other two ladies were arrogant and unwilling to assist appropriately, she asked if she could help me further. This womens name is Alaf Amoury. I would like to thank her for her professional approach. The other two women should take a closer look at how Alaf Amoury interacts with customers, and maybe they could learn something. If it was not for convenience due to the location, and if there were competitors in the vicinity, I would refrain from using U-Haul until they manage to employ staff that understands customer service and satisfaction.

Really good customer service but for some reason no employees are wearing masks. Come at your own risk.

When I went there for Drop Off. I forget my cell inside the vehicle and it was after store hours. I called u-haul customer service and they patched to the general manager of the facility. He was kind enough to come back and give me mobile back. Thank you so much.

This location need to be close or change all staffBe careful with your credit card informationThey charged for car wash!

Its convenient but not very stocked with items and needs.

I had a reservation on the 25th of June, 2020 and went to pick up a trailer, Howard William (or William Howard), the manager at this location, refused to rent a trailer to me because I did not have a secondary phone number to provide.He initially started by asking me for a drivers license, and when I told him that I have it uploaded in the system, he got annoyed and said that he needed to see it. I showed him the license behind the screen, then he said I need to hold it. the attitude began to appear and he clearly did not like that I told him I had it in the system. I handed him the license. Then he asked for a secondary phone number. I told him that I do not have one and that I have been renting for years from Uhaul, at least 3 times a year, and I was never asked that. He replied that he was not going to lend me the trailer without it. That he needed to have another number should something happen to me or the trailer. And claimed that the trailer was worth $25k (actually uhaul says it is worth $7800 should the renter need to reimburse uhaul for it).That manager refused service for a trivial issue as a secondary phone number and practically called on the next customer.I went to another location and got the trailer without any of the hassles, no secondary number, no license was required (as it was in the system).This was the worse customer service I have experienced in my life. The manager treated me in that manner because he could. I have not said anything wrong except for asking questions.

Staff was very fast and friendly. They get you in and out with a smile

The employee was okay with me but very rude with the two customers in front of me. It looked like an interrogation rather than normal question and answer. Maybe he forgot that his pay comes from the money Uhaul charges its customers. Uhaul business might be booming because of the pandemic, but that does not give him the automatic right to disrespect the customers.

We made a reservation for pick up at this location. Upon arrival we were told the location had been changed to the Fairfax location and we needed to go there. We left but didnt trust it to be available so I called to verify and discovered that the location was closed. We were told they called to inform us but we never received a call. We did get a text message this morning saying it was at Fairfax and pickup was for 10 am. We are being sent home last minute due to the government shutdown so we didnt read the text in full with so much going on. Thats on us. What wasnt included was the fact that they closed at noon. Terrible experience. Go elsewhere if you can.

Quick, friendly, professional service. I rented a 6’x12’ utility trailer with ramp. When I picked it up I expressed concern over whether the equipment I was hauling would fit because the trailer ramp and rear opening was less than 6’ (something I failed to check, but was listed on the website when I reserved it). The person helping me, William, left it up to me as to whether or not I wanted to still try it. I said I would. He said if it didn’t work to bring it back and he’d only charge me something like $10. Again, this issue was my fault.The trailer worked out and later when I returned it, the next person who helped me was equally quick, friendly, and professional.

Rented a haul trailer last week. Easy, convenient, efficient, courteous, affordable and best of all - in and out!!! I would recommend this location and UHAUL in general to anyone looking to move!

A lot of negative reviews here. I had a great experience. My appointment was at 1 I forgot and showed up early at 12. General manager knew who I was the minute I walked in and took care of it. Women on phone told me 2-3 hours for hitch installation. He had it done hiself in 1 hour. Great customer service i forget his name unfortunately but he was great. Definitely recommend. Way better price then any in the area.

The U-Haul customer rep confirmed the mileage out that I showed to them on the car’s mileage indicator, but I was then charged for what they put in the system. An extra 24 miles. Have been talking with customer service for almost a week, and my case was closed without them contacting me when the manager said the incorrect mileage out was correct.Update a week after that - I was reimbursed. If it hadn’t taken several calls and weeks of time to remedy an issue and to convince them to believe me, this could have been more than a 2 star review.

Customer friendly.

The lady working the night of 9-28-2019 was so nice and kind and helpful. She stayed open like 20 mins after close time to process my paperwork. My car broke down in the middle of d.c and I had it towed to Falls Church uhaul traffic made me late but she stayed and helped me get the truck and trailer I needed to get my family home. Thank you Falls Church U Haul

Very good experience. The key is planning ahead and not just dropping in. I had them install a hitch to my pickup and, at their suggestion, just dropped off the truck the night before and let them have it for the day of the scheduled install. No issues and the hitch worked fine for a 450 mile drive from Massachusetts back to Virginia.

Very bad service employees don’t pay attention to customer because they are talkI make a reservation from 7:30 am to 3 pmI talk them if I can rent until next day but they said noSi I talk them that I don’t want any more they just said ok I think us customers I can rent for 3 days I will pay everything was no for free this is my first and las time that I went to this location

Nick Moore, the manager of the Falls Church U-Haul went far beyond expectations in every way. He personally helped re-wire my vehicle so that a trailer I had rented from their location would work properly. This was huge and helped me avoid major issues! I cant say enough about Nick and his team. Great job!

I usually dont write reviews, but I wanted to with the number of negative reviews. I had a positive experience getting a hitch installed on my car, from scheduling my appointment to getting the actual installation done 3 days later. I was nervous from the reviews, but U Haul is a reputable company and I would have been surprised to get the awful service stated in the reviews. Worth a shot for sure.I dropped the car off before work at 8 AM and the attendant took my key right away. They said it would be done in an hour but I just went to work and picked it up at lunch time around noon. The only negative I had was they said they would call me when the installation was completed or I would get a text message but that didnt come. I called before I left at 12 just to make sure it was done and it was completed, but it would have been nice to not have to call myself. The hitch looked very sturdy and Im looking forward to using it with a bike rack. The $212 seemed fair for the installation ($60) and the actual hitch was about $155 or so which was comparable or less to prices I saw when browsing online. I would recommend and had a positive experience.

William Howard was so rude to a family member of mine, I heard most of the conversation and I’m in disbelief of how U-Haul can have someone like him representing them with the service that he provided. I advise to please get A truck at other locations if you don’t want an unpleasant experience.

So slow. Even with a reservation we waited an hour because only one person was checking people in on a Sunday morning. There were about 30 people in line! Would recommend going to a different location.

Good service. Courteous, helpful, seamless. Rented a 5x8 trailer for three days. I was rushing to get it back on the last night and called to find out when they closed. They told me they had a 24-hour drop off in the back (which I didnt utilize because I got it back while they were still open.

I rent a 26’ truck. Truck has been broken because it out of battery. I waited more than 2 hours the tow truck. It blocked the traffic 2 hours. That day was horrible! Seriously Unsatisfied! Trucks are old and obviously they didn’t do maintenance.

I went in person weeks prior and reserved an auto transport despite reviews stating this place has issues. When I arrived the morning of the dude at the counter told me someone messed up my paperwork and the auto transport wasn’t available, and I would have to us a dolly. Not really a issue though he was the man that set the reservation weeks ago and I had the paper and email confirmation number. This dude looks almost 80 minutes to do a rental and price went up over 150 from my original quote. To make it worse no one put on the dolly after waiting by the truck for over an hour. I talked to employees and they would just walk past. I put it on myself and noticed some broken parts on the dolly that I was able to fix only after it did slight damage to the towing truck.

Friendly, helpful staff. Installed my hitch professionally and quickly. We like the propane refill service - cheaper than tank exchange plus you can top off your existing tank without waiting for it to go dry.

Conveniently located and generally reliable. The fellas out back could use some manners and a sense of urgency, though. I dropped my trailer instead of waiting for the guy to play on his phone.

We ended up choosing U-Haul to rent a trailer for cross country trip and when they were setting up the trailer they noticed that one of the lights werent working. They took their time to determine what the problem was and fox it correctly. Turned out the wiring on the cars side of the connectors needed to be replaced and they did that at no extra charge. Very friendly and had us in and out in no time.

**Upgraded from 1 to three stars, manager resolved the issue by getting my hitch corrected today. The hitch installers are tops, very friendly and know what they are doing. Just be aware of the problems with U-Hauls internal communication and dont expect any support from U-Haul corporate if you have a problem.**Multiple communication problems with what should have been a simple hitch install. Originally scheduled for 630pm, then they called back and accused me of scheduling a time that they dont offer installs. I provided my own U-Haul hitch and wiring from a vehicle I sold for install on a new vehicle. These were shown when I dropped off the van to a U-Haul employee. Returned to pick up my van and it had a new hitch with the wrong receiver (1.25 vs 2 inch) and no wiring installed. Front desk employee said she was too busy to call the manager who had left for the day. Left a message for the manager to call me ASAP. Call the next morning and left another message. By midday I called again and contacted the manager, who claimed never to have received my messages. Finally I called U-Haul corporate to complain about this franchise. Their policy, according to senior manager Vanessa B, is not to step on the toes of franchise owners and corporate would do absolutely nothing to help me resolve the situation with a manager that I now dont trust.Recommend if you use this franchise, set your expectations low and be prepared to be let down.

Everyone who works at the falls church location is great and made the experience smooth and easy.

I ordered moving supplies online (boxes, etc.). The folks in the store were very helpful and helped me load my car both times... I only have a small car, so had to go back to get the second half. Must go back tomorrow for a couple of things that they didnt have, but given the service today, happy to do so.The only thing I would suggest, which doesnt strictly apply to this store, but any U-Haul store, is that for someone ordering online, it would be a plus if they had pulled together the order before I arrived.

Slow service. Even with a reservation, its taking 30+ minutes to get a truck. Would recommend an alternate location.

TLDR if you must rent from uhaul dont assume they know anything about the equipment they rent. I rented a car trailer from them and should have known better when the guy hooking up the trailer said dont worry you dont even need to get out of the truck. Later when I went to drive the car onto the trailer it came off the ball because it was not tightened enough thus damaging my vehicle(luckily this did not happen on the highway). Local store said they would give me a credit which at best would be about 60 dollars which is probably a small fraction of what it would cost to repair the damage but hey its better than nothing. Than a couple days later they charge me the full amount, local branch doesnt answer the phone and calling the customer service number results in holding for someone else and when that person picks up they say they need to transfer me to someone else.

My apartment company switched my move in/out times on me, which meant the return time on my rental would be a few hours late. Service rep complained that it would make more work for them, how much I was inconveniencing them and whoever was next in line for the rental, and how there are no other trucks available. I asked if there are any other trucks of a different size which could accommodate my schedule, they said no. Another rep came over (unprompted) and started saying how it wasnt their problem I booked the wrong times. After saying nothing to me for a few minutes, they found a truck which they could give me a couple extra hours on. In a location with 50-60 vehicles sitting in the back, I find it incredibly unlikely that every single one of them was booked in the next 24 hours. On top of all of this, I was informed that I wasnt allowed to park in their lot overnight for my rental. This has never been the case when I have rented from UHaul in the past. in the past.

Aug 2019, I rented a trailer. Showed up on the weekend when they opened - William was managing the desk. He was curt but professional and was processing customers through like an Olympian. The employees working the equipment were friendly and professional. In the past I rented a motorcycle trailer from this location. The staff was friendly and professional at that time as well. They went the extra mile to fix my autos connection problem and helped me get checked in that evening.

Terrible customer service. Woman behind the desk couldn’t care less about helping solve problems. All issues need to be referred to the manager who is never there!

We had a little issue with finding me a truck that I reserve online but that was resolved the day before, besides that it was the perfect experience.They where swamped with consumers but the line was moving and when I asked if I could have the truck for 3 days not 1 he gave me a great deal.Very nice people working there and the truck was in great shape and clean.

Inconsiderate to the extreme. I reserved a truck for 24 hours, and arrived 1 hour and 30 minutes after the beginning of my reservation time to pick it up. However, these people gave the truck to someone else without contacting me in any way to cancel the reservation. So I show up on a day when I have a small window of time to move my things to find out that there are no trucks and none will be available for several hours.I am not sure if this is the policy of the company nationwide of only of the Falls Church, VA location. Either way, the lack of consideration and communication is horrible.My confirmation email said nothing about a 1 hour limit for holding the reservation. Either way, a 1 hour limit makes no sense in the context of a 24 hour rental. This is horrible service.

Uhaul seems to hold their branches to good standards. This place exceeded every other good place Ive ever been to. No complaints at all.

There is no place to park your vehicle so you are stuck taking a Uber unless you want towed. I understand this for multi day rentals but for same day rentals there is a spot right where you picked up the truck since you have to have spot when you bring it back. This is poor service and design on their part.

I now see why the reviews for this location are so bad; I should’ve listened to them. The evening before I had my reservation (for Saturday 10am) I got a text on Friday at 4pm telling me pick up location had been moved from Falls Church to N.E. D.C. (25 mins away). Honestly, that was fine to me. I could just wake up earlier and change my moving schedule. What made this HORRIBLE for me was that the pickup time was changed from 10am to 6:30pm. The furniture company I was visiting closes at 6pm and they are holding ALL my items. That is just not right. When my family member called, we were told someone else requested an extra day with the truck meant for us. How is that my problem? If anything, they should go out and pick up the UHAUL from DC and bring it to their location, not change my time to EIGHT HOURS after and then make ME go get it. Horrible customer service. I will NEVER be using a UHAUL service again. I chose to use Budget for moving after this. Not only was I unable to get another companys services for Saturday, but I had to move my move-in date to Monday. I have never been this upset at a company. Their $50 guarantee is a real load of b.s., too. This location has made me hate all UHAULS. I will be telling all my friends and family who are moving to not use this location. Oh, and on top of that, the person who my family member spoke to on the phone lied about the availability of a larger truck at another location when I checked online. This person was all the way in Arizona, too. I have called the West Broad location THREE times and every single time I was on hold for 20+ minutes (can’t believe I waited that long for nothing). Are they on a long lunch break? I just don’t get how you can have such poor service and still be a functioning business. I am very mad, and to be frank, I never ever write reviews. I’m done with UHAUL.

They need to hire people to suffice the rush and expedite the customers experience in getting their reservation. It is very much irritating to wait for 1 hour even though we had checkin express line.

Be warned: There is no customer parking for people who are renting a van for just an hour or two. You must leave your car somewhere else. I was shocked that the manager directed me (a) to park in the shopping mall lot across the street, where they often tow aggressively, and (b) to cross the street in the middle of the block, across 5 lanes of traffic. Those hazards, plus having to walk the gantlet of day laborers hoping to pick up a moving job, mean I will not be renting from this location again.For those who dont find those issues problematic, the van I got was new and very clean. Definitely use the online check-in process to speed things up.

Extremely slow service. We have been waiting for more than half hour just to pick up a truck. Normally they would leave the keys outside in a box but here we had to line up. There’s only one person working at desk and customers are piling up. Making reservation doesn’t make any difference here. Pls go to other U-Hauls.

I made a reservation on 9/3 for 9/23 pickup at 12:30pm for 26ft truck from Falls Church location . On 9/23 10am I get a call from Falls Church saying they did not have it. Then they routed me to Traffic center. This is the 2nd time it happened with this location. Last year they also told me they rented my truck to someone else as they were in the center and I was not. However I made a reservation weeks early with credit card. No one bothered to call me asking for confirmation if they were really worried about me not showing up. If they offer online reservation not sure why they are concerned people may not show up. VERY BAD experience two years in a row. Not coming back to this location EVER.

These guys are reliable. Ive never had a problem picking up a reservation, and the equipment is always in good working order.

Very helpful and friendly

Very poor service. Not friendly customer service.

The staffs at the Falls Church location were very helpful and patient. I tried to rent a trailer because there was no truck available. There was a problem hooking the trailer to my car. They had made many attempts and finally found the fault with my car. I had to go back and forth with my car dealer and UHAUL a few times and every time I came back the staff still tried to make it work. I had to finally give up and decided to rent the truck the next day. I have gone back 2 more times to rent the truck and I still find the staffs very helpful and friendly.

Got pricing wrong from reservation online, gave us a very hard time getting it fixed. Was not helpful at all. Delayed us a good hour. Not friendly at all from anyone there

Very poor service. I booked an appointment 2 weeks before to install a vehicle hitch. Took a half day off from work to come by and was told that the appointment had been moved. No one had bothered to call me. Even after informing them of the inconvenience caused, no one including the store manager really cared. They clearly dont care about business or customers.

Horrible experience. Booked my rental in early May. I confirmed rental, paid up-front, and “checked-in” on Friday for Sunday pick-up. Now, less than 24 hours from rental, I’m told they don’t have the trailer and I have to drive to Manassas to pick up a replacement. What’s the point of a reservation?

Great service, they went beyond the call of duty to assist me in a tough time. Great advice and quick answers to complicated questions and requests.

Darren Harvey is the best employee at U-Haul. He helped set up a Cargo Trailer to our truck, he was cordial, helpful and eager to make the process easy for us. Thank you.

Top-notch selection and service

Worst service and completely unprofessional. The women at the front desk have so much snarky attitude. We went through 2 trailers before getting one that worked properly. Dont waste your time or money here!!

Great staff. Got our truck ready and on the road in no time.

Theyre always helpful.

If I could give them 0 I would definitely do it. They have the WORST, THE WORST, customer service ever. They are rude, mean and slow. They just dont care about the customers. I also work as a customer service agent and when I went to this store I was so in shock how people can work with that attitude. #SAD

Very good management