We went to rent a trailer today even though we were unavailable to because we didnt have the right electrical equipment to hook up, we had excellent help and support from Grace. It was the end of the day and she still patient and did everything in her power to try to get us on the road. She wasnt afraid to get dirty and got under my Jeep to try to find the right connections. Above and beyond extraordinary service!

They don’t understand how reservations are supposed to work. Reserved an enclosed trailer a good month before we needed to move my son to his apartment. 1 DAY before our pick up time they call to let us know that we have no reservation. We had a reservation from Friday to Sunday, but they decided to rent the trailer to someone else on Saturday and were canceling our reservation. I would love an explanation as to why this happened, but of course the local u-haul had the regional office do their dirty work. Thank you you incompetent cowards.

DO NOT RENT FROM THIS PLACE! There is no communication between employees, I reserved a truck through George for a 2 day rental. When we picked it up Kenny was the employee there and said that the truck was only available for 1 day not 2. I told him it wasn’t possible, he said if we left the property and didn’t have it back by 11am he would reverse the reservation and report it stolen! They over promise to make sure they don’t have trucks sitting and then put it on the customers to make up for their mistake. They tell you one thing and lie later on. RENT SOMEWHERE ELSE!

They charged me extra essentially stealing my money because Ive gone back on the website and showed them another quote I had gotten the same night I bought the other option and asked them to cancel the other one so I can get this one but he lied and said it would be more expensive but I went and checked again and it was still coming out cheaper. I believe he just didnt want to cancel the first order and then do a whole new one and make a little bit less money but I really needed to save all that I could at the time so having extra money stolen from me was not very customer service friendly. I tried to contact support but they didnt do anything.

Rented a car hauler 1/15/21. The fellas inside were quick and on top of things. Checked back in flawlessly later that evening. 5 stars in my opinion were well deserved.

Had a great experience renting a truck and purchasing supplies from this UHaul. Danny was extremely helpful, knowledgeable, professional, and polite.

Great fair prices and perks!

This is my go-to U-Haul location. Always easy, in and out quickly. Michelle, the lady who works the front desk (and many other areas) is veru knowledgeable, friendly and helpful!

We use this uhaul quite frequently and although they do get busy, they have always been pleasant and professional.

Reserved a trailer online. Went to pick it up and they did not have it there. No apology and was told I could drive an hour to another U-haul where they had the trailer I needed. No thanks, this isnt the first time U-haul has screwed me over. But it is the last.

I was traveling through the area with a 6x12 trailer that was rented in Massachusetts when we stopped to refuel at the nearby Love’s Service Station. As we were maneuvering the vehicle around the parking lot, I realized the right turn signal wasn’t working at all. A major safety concern! I called the closest U-haul office and spoke with Kurt who told me to stop by and he would try to get it working as it was quickly getting dark. Although Kurt was not able to get it working with his many attempts at trying, I felt he deserves the stars for his ‘can-do’ attitude and willingness to help solve the problem for someone so far away from home. Many thanks Kurt!

My husband and I used to rent a truck here every now and then to deliver supplies for a project. The last time we were in here, we were kept waiting for over 30 minutes with no one in sight. Not even an apology. We will be taking our business somewhere else next time.

Rented a moving truck to move my daughter and son-in-law they put ahold on my card over a hundred bucks been a week and the money was never returned have also called four times and never get a call back so I guess Im out $140 . I do not recommend using this place or uhaul for moving your stuff they will just steal your money!

Waited for about 30 minutes to purchase a box while an employee took care of one customer renting something. I work behind a counter and I completely understand how this works. But employee could have easily stepped aside and rang me up in the down time of dealing with the previous customer. Would have took literally 60 seconds and both me and the previous customer would have left satisfied.

I paid in full the balance due at the time of picking up the trailer to haul, but when my father drove the trailer back to this Hagerstown location to return it after my move to NJ, one of the employees there came out to meet him and told him that he owed money. The employee kept asking for the money in cash and my dad had to calmly argue for a couple minutes with this guy, finally being able to return the trailer and be on his way - after he told me this, we both think the guy was trying to scam us. Not okay.The other people I worked with via phone and in person at U-Haul were fine to work with, however. I would still consider using this U-Haul location if the situation/location presented need for it because obviously that situation couldnt turn into an actual issue (I have a receipt showing paid-in-full). Its just a shame that one persons actions unfortunately misrepresent and weigh in on the overall experience. Take it with a grain of salt.

Ive rented several vans from this location and the employees have always been very helpful and nice to me. Ive never had a bad experience with the employees or the vans or how fast and fair the service Ill always go back when I need to rent again

Rented a unit from this establishment. Was going one way to Atlanta. The truck looked like it had been through a war zone. Dashboard would light up like a Christmas tree at any slight bump in the road. Brakes were poor. Truck was waay out of alignment. Started to rain, realized the wiper blades were shot. Then rain started leaking in the cab from the roof soaking my cell phone.Will rent from Penske in the future.

The staff was super friendly and when we returned the truck the manager of the location was even working! Everything was fast and efficient upon return :)

SAFETY ISSUE -- POOR MAINTENANCE & DISREGARD FOR SAFETY – BROKEN PASSENGER MIRROR -- I rented a truck from the Shawley Drive Hagerstown Maryland location. The move required travel on I-81 into Pennsylvania. As I was traveling north I-81, I move from the right lane to the left lane to pass a slower vehicle. When ready to move back to the right lane, I realized the passenger side mirror had shifted in the wind and I was completely blind as to what was beside me and if it was safe to change lanes. I tried passing another vehicle to gain some distance before taking my chances to move back blindly into the right lane. I thought I had heard a horn and suspect I almost was in an accident. Being unsettled by the safety condition of the truck, I avoided any further lane changes. When I got to my pickup, I called U-Haul and spoke to Kenny (Kenneth Pheil, Assistant Moving Center Manager). He refused to take responsibility of the broken mirror and said he relies on reports from renters. He advised me to take the truck to another station, but this would cause me to add hours to moving team I had hired. So, he said it could be fixed with an alan wrench and I agreed to try fixing it. He also suggested I get a video. (see attached video showing how incredibly loose the mirror was). I adjusted the mirror and tighten the screw with the alan wrench. Later when returning the truck, I spoke again to Kenny to express my concerns regarding the safety issue. I showed him the video. He didn’t seem to care and was flipid. I told him there was no way the mirror could have been that loose, except over time. He then said that he personally checked the truck in and inspected it the evening before and it was fine. I told him there was no way it loosened like that overnight. He insisted again he did a safety check. I asked him if he was implying I broke it to complain. Then goes onto ask why I would drive it like that. I told him I realized when I was already on the highway and in the left lane. Kenny’s flipid and arrogant approach to safety was terrible. He held no responsibility to safety of the trucks as he kept deflecting responsibility. His apathy and arrogance is shocking considering he was the assistant manager with his staff taking his lead. I asked for a copy of their last safety inspection report and he refused to give it to me. I told him that I would report it (Federal Motor Carrier Safety Administration (FMCSA), MDOT, U-Haul corporate, and social media). He said he didn’t care what I did. He did give me the business card of the General Manager. And, he did give me a small discount on the per mileage maintenance fee (although I asked for the full maintenance fee to be refunded because the truck wasn’t maintained and had a serious safety issue). ….Roll forward to the following Monday, I called Kurt Hoffman, the General Manager. He acknowledged that Kenny told him about the situation this morning. Kurt was much more respectful in our discussion in what had happened. I certainly appreciate the conversation going a lot better with Kurt than it did with Kenny. At the conclusion to our conversation, he was made aware that I was still reporting the safety violation. I additionally sent him the video of the lose mirror. The truck in reference was DC1903D 15 foot truck with plate AD88045.

GREAT customer service. Went there unannounced to get a hitch installed on my car. One person working, took the time to wait on other customers - including an ignorant, ranting, customer trying to get gas money refund - and installed my hitch. Only took about 30 minutes.

We picked up our truck the morning of August 4th at Roys Quality Care, Inc.on Oakridge Ave. in Hagerstown, MD. The Manager was EXTREMELY rude to me and complained about his staff doing half-assed work in front of me and another customer. I completed the online express check-in and, apparently forgot to enter the name of my husband for the alternate phone number when I filled out the form. He asked who is your alternate contact? I gave him my husbands phone # to which he replied, and I quote I know - I have that. I need a name. What are we supposed to do if we call that #? Just say hello? Not sure who Im speaking to cause we dont have a name. Then, he proceeded to get sarcastic with me because we declined to pay for the damage insurance. EXTREMELY, EXTREMELY RUDE!! He went out to clean out our truck and came back in to tell me it was ready. I told him that I hoped he would have a better day to which he replied (I am quoting again!) I doubt it when I have workers who continue to do a half-assed job. I told him that I felt it was extremely inappropriate for him to be speaking that way about employees (a very helpful young lady was right there assisting a customer!), especially in front of customers and that I and the other gentleman there could easily pass along to others what a horrible experience we had simply because of his belittling attitude which could result in lost business for Roys. He responded well, what can I say? I told him he shouldnt say anything at all like that in front of customers and that it would just be better for him to keep quiet. Seriously, this was a really awful experience and we will never deal with them again. Its such a shame because the location is great, the mechanics, young lady at the register, and everyone else there seemed to be working very hard and our truck was fine but this gentleman (possibly Allan? - definitely a manager) should never have any direct dealings with customers.

Bob was super friendly and very knowledgeable. Had what we needed and a whole lot more in stock.

Clean Trailer, and we were hauling our luggage across America, so big help. The trailers were good in size, and very helpful staff.

No one was wearing masks at this place.

Nice on the phone but employees are cluless and could careless. If there are errors they will correct it if you complain to management even by email.

Service is terrible and there are races I rent the truck haul everywhere and I never Haas problem

The staff were helpful, even though a busy Saturday afternoon.

Great with rentals. Always well stocked.

The staff is verry kind and helpfull

They discriminate against certain people. Certain employees find a way to not give you service.

Gave us a raggedy van to drive over a 100 miles with. The van wouldnt even go over 40,we had to take it back.

Had a reservation-truck wasnt available on the day I reserved it. Sorry man. Also had to get propane here, ended up going to AC&T because the guy didnt know how to purge a tank. He also told me it didnt need it even though the tank was clearly marked that it needed purged before use.

Kurt is very professional and answered all my questions.

Very knowledgeable staff

Very Unhelpful employees

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