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February 2024 by James
Worst U Haul experience I've ever had. I reserved a truck using their App that was "In -Town" only by accident, which means I had to return the truck to the same location. I realized I made the mistake so I cancelled the reservation. I then made a new reservation for a truck to return to the destination where I was going. When I showed up to pick up my truck, the person told me that because I cancelled my first reservation, something got screwed up in their system and I, not them, I had to call their customer service and wait 10 minutes for a call back. Once they finally called me back, I then had to troubleshoot with them to get me signed back into my account on the mobile app. Apparently when you sign in to your account PRIOR to being physically at the store, it causes major issues with signing back into your account....I was never told this anywhere, in fact, I was given instructions on how to sign into my account in the confirmation email to view my reservation. Anyways, I must have been on the phone with their customer service for over 20 minutes, troubleshooting my account sign in, ...clearing cookies/cache, refreshing pages, using the app, using the web browser, 2FA, texts, etc. The man at the store told me he could not give me a truck because I couldn't get into my account. I told him I made a reservation and it was confirmed! Plus he could even see my reservation in his system on his end. But he refused to help me out whatsoever and since customer service was never able to solve the sign in issue, I stormed out of the store, angry beyond belief. I was on a tight schedule and this ruined my plans for the day drastically. I MADE A RESERVATION AND THEY DID NOT HONOR IT. Avoid this place at all costs.
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February 2024 by R B
UPDATE: This site charged me my rental twice the day after I dropped off. I called U-Haul Customer Service and filed a complaint. The I got a call from the Reston site manger 'Bobby' who basically harassed me. He actually told me to file a $1 million lawsuit against him and U-Haul, He BEGGED Me to sue him! This has been complete HELL over a 4 hour/mile rental that so far has cost me $154!Truck was disgusting and unsafe. Driver door wouldn't close. The site changed my card fir $94 at pick up then charged another $30 for my 4-hour, 5-mile rental.Note: The owner Bobby continues to harass me for leaving this negative review.UPDATED 2/1/24. I'll need at Protective Order against this owner. He continues to call me and make threats over this review. I've complained to U-Haul customer service and can't see how he's allowed to stay in business.
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November 2023 by svetoslav stoykov
Customer service was ok but I was charged for extra 3 gallons of gas although I refueled the truck to the same level I picked it up with before I return it. On that mobil gas station gallon of gas was $3.73 and I was charged $4.50 per gallon.
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September 2023 by Gilles Heber-Suffrin
Aweful service. Rude and not helpful at all. They cannot proceed with my ID so I have to go to Chantilly. Brilliant.
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August 2023 by Aaron Jubb
Bad experience. Reserved a cargo van a week in advance, had a confirmation number, but there was no vehicle for me when I went to pick up my reservation. The vendor told me my only recourse was to call the Uhaul 1-800 number. A total waste of my time.
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August 2023 by Jacob Williams
Overall I would say things were average. This was definitely not the worst experience I’ve ever had renting a truck, but I was disappointed it wasn’t ready to go upon arrival. I selected the mobile pick-up option, but was initially unable to complete this after arriving. Upon inquiring inside the store I was told the truck wasn’t yet ready. When I finally gained access, the supplies I rented were not in the back. The individual working later set everything in front of the store’s main door and told me, “Here it is.” It was apparently my job to stock the back of the truck. Additionally, there was 1/4 of a tank of gas. I had to fill up the tank before leaving. At the end of the day I was on the road by about 8:25am after an 8:00am reservation. I original arrived at 7:50am because U-Haul’s website said it would be available 10 minutes before the reserved time. I had hired movers and every second counted. At different locations in the past I have been able to pick up my truck easily in about 5 minutes. This location was well maintained, easy to access, and clean. The individual working when I returned the truck seemed to be more professional than the one in the morning.
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July 2023 by Erica Brouillette
I've received pretty decent service here at this Uhaul Neighborhood Dealer. One time, there was a question of where I'd put the dolley I'd rented and I was initially accused of stealing it, thereby charged the cost to buy the dolley plus some random fees. That was an unfortunate experience, but I was able to resolve this with the owners because they have a working camera where they store the dolleys and, after I described the clothing I wore when I returned the equipment so they could investigate, and called for two days about the investigation, they refunded me all the mistaken charges. Because we were able to resolve this issue without problems and I received superb service the second time I went there (more than a year later), I give them five stars. Mistakes happen.They have a variety of trucks available and useful accessories, such as dolleys and packaging tape. You have the option to drop off your truck rental during business hours or after hours, like typical Uhaul locations. I have found the staff to be friendly and would visit this Uhaul location again in the future for moving and other hauling needs.This Uhaul is conveniently located, but a bit hidden in the community, I'd say. You can find it by searching for local uhaul locations, but driving past it, you'd likely not notice it unless you got gas there and saw the multitude of conspicuous Uhaul trucks parked everywhere in the back and along the sides of the corner Mobile gas station lot. This is likely because the business is classified as a "neighborhood dealer." The Uhaul location - and Mobile gas station - are located at the intersection of Village Rd. and N. Shore Dr., just beyond Baron Cameron Ave.
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June 2023 by Calvin Nesbitt
TL;DR: Do not do this to yourself. The owner refused to honor my reservation. He wasted my time and fraudulently charged me money. Frankly he's a dangerous emotional wreck, unfit to serve gas. Bite the bullet and travel to the Herndon U-Haul depot at 14040 Park Center Road, which treated me well.This man is a walking embarrassment to the employees of the U-Haul corporation, who graciously moved my reservation to the Herndon location, treated me with respect and streamlined service, then refunded me the cancellation fee he fraudulently charged me. Despite the good service in Herndon, I was behind schedule all day due to the time this man wasted, which made my moving experience the most rushed and stressful I've ever had.After I was dropped off at this location, the owner texted me a link to the U-Haul mobile website, which didn't load properly on my phone. The applet to upload a picture of my driver's license (which I'd already done during the reservation) wouldn't load on Firefox 110 (Android 9) with all plugins disabled. The owner insisted this was something I was doing intentionally. He asked me for two emergency contacts and told me we wouldn't be able to proceed until he had spoken with both of them on the phone. This is at 9 AM on a Saturday. I told him I didn't want him to call anyone, and the man proceeded to have an emotional meltdown, screeching in broken English about my untrustworthiness and the cost of the truck. I'm not exaggerating: the man was yelling accusations of fraud.Realizing that I did not have a backup truck scheduled, I started to use my own customer service skills to manage this deranged lunatic. I tried to calm the man down by apologizing for any perceived disrespect. He wouldn't have it. He started to repeat the phrase, "I don't have time for this." I insisted that he had an obligation to honor my reservation. He told me to call U-Haul. As I was standing outside waiting for a ride to take me to a different U-Haul location, the owner came outside and we continued to disagree. It was at this point that I stated my intent to write this present essay. I deeply regret that I also explicitly and profanely stated that the owner prefers carnal relations with his own mother. He informed me that I would "never get another U-Haul" and that he was calling the police to kick me off his property. He then charged me a $50 cancellation fee for a reservation he clearly never intended to service.Fortunately, officers of the Fairfax County Police Department did not become involved, I was assisted over the phone by U-Haul to find a new reservation, and that reservation was honored by the owner of the Herndon location at 14040 Park Center Road, whose customer service skills were impeccable. He took a photo of the error on my phone and thanked me for bringing the issue to his attention.It's not worth the convenience of the location. Don't do it.
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May 2023 by Andrew Forbang
I’ll start off by saying I love uhaul and there services. There affordable and extremely convenient.However, this dealer location planted white planks they literally grabbed from the dumpster and told me to leave the blankets in the truck after I asked if I should bring them back. I attached picture of the junk the lady working up front planted.They then charged me a $50 “cleaning fee” for a mess they made and for leaving the blankets in the truck.There committing actual fraud here check the other reviews and try to only deal with actual uhaul locations.God forbid your black or forget to do the truck check in. They will be quick to take full advantage. I hope I get my refund back or legal action gonna be taken just because of the principle. Whatever is going on here may be racially motivated after looking at the other reviews since I am of color, which is insane because it’s 2023
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May 2023 by V Lee
The manager of this location is so nasty. He had the audacity to say “these people” as if consumer business doesn’t keep his business running. I observed him being nasty to several truck renters- despicable.
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May 2023 by Cameron Lewis
Fyi, this place charges almost double U-Haul rates for supplies and does not accept returns or exchanges. Shop at an actual U-Haul store instead
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May 2023 by Rob B.
The owner Bobby harassed ne for weeks after double charging me for my 4 hour rental. Yelled at my young son accusing him of stealing a bottle of water I had just paid for. Rude woman at the desk. This experience was pure Hell.
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March 2023 by Rob Berkman
UPDATE: This site charged me my rental twice the day after I dropped off. I called U-Haul Customer Service and filed a complaint. The I got a call from the Reston site manger 'Bobby' who basically harassed me. He actually told me to file a $1 million lawsuit against him and U-Haul, He BEGGED Me to sue him! This has been complete HELL over a 4 hour/mile rental rental that so far has cost me $154!Truck was disgusting and unsafe. Driver door wouldn't close. The site changed my card fir $94 at pick up then charged another $30 for my 4 hour, 5 mile rental.Note: The owner Bobby continues to harrass me for leaving this negative review.
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March 2023 by Keona Archer
&& The Manager Is Amazing && Funny! Made Me Enjoy My Truck Order Process Even More!
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January 2023 by Vladislav Staroselskiy
Dec 2022. I've reserved a van via U-Haul website with 6pm mobile pickup at Reston/N.Shore Drive. Came there, opened u-haul mobile check-in link, only to see a suggestion to call 1-800 number.Customer service rep on the phone was very helpful (and I appreciate it). She verified my reservation, said nothing is wrong with it, but mentioned that "they didn't set up an after-hours mobile check-in at this location", so I can't pick anything over there. She was able to transfer my reservation to Herndon/Rte 28, I drove there, opened a lock and and finally pick up a van around 7pm.U-Haul either should stop offering mobile check-in at Reston location or fire/replace the person who doesn't care about the after-hours customers.
