Customer Reviews for U-Haul Moving & Storage at Randolph Rd

Rating:

5.0

The customer service was excellent and the process was very smooth and easy.

Rating:

4.0

First vehicle : when I turned on the engine I received a message to turn the engine off because the oil pressure was low. I would thought that message appeared when the Tech drove the vehicle to the pickup lot. If it did, he apparently did not think the message was important!

Rating:

4.0

Overcrowded

Rating:

4.0

Helpful staff connected trailer and showed us how to operate everything. We had a smooth trip across the country.

Rating:

4.0

Un empleado de alli me advirtio que si dejo mi carro parqueado afuera hasta descargar la oficina llamaria a la policia para que se lleve mi carro, yo tengo pagada una bodega alli contrate un camion para moverme alli osea? hasta que llego Jose Amaya y fue cordial y explico la situacion. Lo siento por este comentario pero es como sucediron las cosas.

Rating:

2.0

To be honest I very disappointed with the charge and the way they managed!

Rating:

5.0

Very happy with the customer service.

Rating:

1.0

My experience with this UHaul location was beyond unacceptable. 1. I made my reservation several days prior to 4/6, when I actually needed the truck. Upon arriving, I found out that my truck was ready but all of the equipment I'd reserved for rental - furniture pads, mattress bags, dollies, etc. -- was not available. They didn't have any. Not sure how that's possible when I make a reservation for that equipment. So I end up having to spend additional money to purchase that equipment because I needed it to move. Honestly felt like I'd been scammed, grifted, and that UHaul knew once they got me in the store I would have to spend on those items. All you have do is just tell the customer it's unavailable. Shady as hell. 2. While driving the truck from my current home to my new home on my first run (I expected to make multiple that day), the check engine light came on. Obviously that threw a major wrench in my plans because instead of running the errand to Home Depot and making the second pickup at my original home I needed to, I had to double back now and swap out the truck. 3. I went to swap out the truck, and after waiting in line for 20-30 minutes was given a *SECOND* set of keys. I go out to the parking lot, put the key in the ignition and both of the two front tires have no air. I go back inside, wait in line some more, and get a *THIRD* set of keys. This truck is boxed in by other trucks so I need to wait for someone at UHaul to come out and valet a truck or two out of the way so I can exit the lot. When that's done and I go to put my key in the ignition....the check engine light is on! At this point I feel like I'm in a fever dream. I go back inside, at this point admittedly visibly frustrated - to get a *FOURTH* set of keys. They had to call around the back lot where people return trucks, and I then waited even more for a truck that had just been dropped off and was being cleaned for the next customer. I'm a reasonable guy but there's just no way any sane person would have found this experience to be pleasant or worthy of recommendation to a peer or a stranger. UHaul has a stranglehold on their share of their market so there is no incentive to do right by the customer, and that's a shame. Next time, I'll spend the extra money to hire a moving company so I never have to interact with UHaul again.

Rating:

4.0

Your truck had a intermittant outage on the dash board the cut the display off with no idea of speed and guages were not available as well.

Rating:

4.0

Make sure there are enough supplies on hand to fulfill customers' orders, e.g., pads and dollies.

Rating:

5.0

Excelente servicio

Rating:

5.0

This was an extremely easy experience. I walked in without a reservation and the process was well explained and was handled very professionally.

Rating:

5.0

Me parece muy bien todo asta este momento solo que no hay parqueo pera los clintes es poco espacio todo lo demás es excelente gracias

Rating:

5.0

excellent service

Rating:

5.0

The check-in representative was extremely professional, patient, and respectful.

Rating:

1.0

Return entrance was blocked so I pulled U-Haul in front entrance. Lady at front was rude and told me to wait and return it to the back and her colleague would be back there to assist me. Waited went to back no colleague was present waited 15 minutes waking around looking for them before going to front where a different employee took the keys and told me she would handle it.

Rating:

5.0

Great service

Rating:

4.0

This place has two entrances. The signs directed the customers to the right location were not clearly visible. Other than these, the personnel and place were great.

Rating:

1.0

Well… there was zero space to put the truck. We (along with other uhaulers) were forced to put four ways on vehicles and search for a spot to put the truck. Had to call U-Haul and wait. Also drop box is not well marked. They could have done better.

Rating:

3.0

Self pick up did not work on me I never received a text to start the pick up I signed and there were not way to start the process very bad online self service

Rating:

4.0

Had to wait over one hr to checkout due to internet issues

Rating:

1.0

Hire more experienced customer service agents. Location provided wrong truck, did not provide dolly’s reserved, truck lights were very dim, the truck also ran hard and loud, engine was dragging felt like it was going to break down. Lines were extremely long, no answer on the phones when I tried to call about missing equipment. Original truck assigned was blocked in by other trucks at the location which forced me to have get alternate/ terrible U-Haul truck. Random labor workers hanging out around location offering moving service. Scary to be knly good this is the U-Haul is located across from storage unit.

Rating:

4.0

The Computers were Down when we arrived. But The Reps work through and provided great service.

Rating:

3.0

The lines for picking up the Uhaul truck was long and it took 45 minutes to pick up the truck in spite of online checkin The people in Uhaul were nice

Rating:

3.0

With only 2 people in front it still took almost 39 minutes to get the truck. The app is junk, the paper system of the past was way better. How do you make sure the gas is correct when the gauge only has empty .25, .5 and full and your chart says it has more than .25 but less than .375. Kinda petty just say quarter, half or full or get better gauges on the trucks. Switch to diesels as well very underpowered. Mileage is to exact and if you need more than one trip then it's way over priced per mile. Others don't have the milage limits, Uhaul never use to be so nickel and dime of a company.

Rating:

5.0

The trailer did to close properly and rear door opened on its own while traveling. Lost a few of my items. Tied down latch with rope and tape. Drove through a rain storm and upon arrival the rear part of the trailer had leaked on some of our items. I’ve always rented from uhaul for many years and had no issues with the equipment. This was absolutely not the case this time. After further inspection of the trailer you can see some Jerry rigging of the rear door. This trailer should be retired and not been on the road. Luckily no larger items had been lost or that could have been disastrous on the freeway! Lost a tool set and my race gas jug. I have video of the door and the return location has pics too.

Rating:

5.0

The people working at this location are always so professional and nice, we love this office!

Rating:

5.0

Always get great service from the team.

Rating:

5.0

Jose is an excellent manager from checking in to drop off his team is polite and helpful

Rating:

5.0

The truck I used specifically needs to be fixed properly before someone uses it again.

Rating:

5.0

Very smooth, and quick process from reserving to pay for the trailer, the hook up just took a couple minutes. Easy!

Rating:

5.0

No comments

Rating:

3.0

The self check-in process online was terrible. Neither geolocation nor scanning the bar code worked. Very frustrating and slow return process.

Rating:

5.0

keep up the good work

Rating:

5.0

Thanks you

Rating:

5.0

Great service from everyone involved

Rating:

5.0

The van was easy to drive and just the right size

Rating:

5.0

The truck was awful and old

Rating:

3.0

I left the fuel where I had it upon pick up and still they put 4 gallons in it to raise my bill by $30. Scam and money grab if you ask me.

Rating:

2.0

Hitch was old and difficult to attach. Staff had me park blocking the entrance and then it took 45 minutes to hook up. Inexperienced and poorly trained staff outside helping. Did their best but it was not a smooth experience.

Rating:

2.0

I arrived at the location on time and was told that they didn't have the equipment I reserved. The person at the desk told me that I should've received a message update about the location being changed but I didn't receive anything. On top of that, he showed me the screen and told me that the message would've been sent just 8 mins prior to my arrival. This new location was 30 mins away and I was on a tight timeline. Luckily, I called uhaul customer service and they were able to find a close enough match at the location I was already at. This would have been a terrible experience if not for the scheduling rep.

Rating:

3.0

The girl at the front desk was rude, didn’t want to help.

Rating:

2.0

BAD MAINTENANCE BURNT TAILLIGHT I RENT THERE BECAUSE IS NO OPTION

Rating:

4.0

Communication is very difficult reaching out to the company. For the availability of the operator

Rating:

5.0

Team is friendly and helpful. Easy on and out. Only location I will use!

Rating:

5.0

Great experience

Rating:

5.0

Great customer service

Rating:

3.0

The trailer taillights were mixed up: left & right turn signals were reversed. I hardly dare to use the turn lights because the trailer would give an opposite signal in the back when my car gives a turn signal in the front. When I finished moving and returned the trailer afterwards, a technician checked with a different trailer and confirmed that the wiring on my suv was correct.

Rating:

5.0

I don’t know

Rating:

1.0

They have to be friendlier and give good service.

Rating:

2.0

Waited quite a while to be helped to pick up vehicle. Appeared disorganized and under-staffed. On return of equipment, there was no one to receive vehicle (this was during business hours). Had to park vehicle in back and walk around building to check out, again waiting for a long time. In general, the staff was polite, but this location is under-staffed. This was a Friday daytime pickup and dropoff.

Rating:

2.0

There’s no parking past 15 minutes and day workers are predatory and just walk up to any customer

Rating:

3.0

N/A

Rating:

4.0

Drop - off was very convenient and automated, thanks!

Rating:

5.0

I've rented all your trucks and trailers brought them back clean a mechanically sound never had one problem will always come back thanks

Rating:

4.0

One maintenance problem is back door lock does not work with key. Only way to lock and unlock back door was from inside van. You could unlock using driver side all unlock button or you had trouble go through side door and manually unlock back door from inside van. Other than that, van was great.

Rating:

5.0

Tony was very friendly and helpful.

Rating:

5.0

One minor issue...one of the lower half side mirrors was broken (and while it was properly tagged) it made operating the vehicle a bit more challenging.

Rating:

2.0

Returned item after advising I would be after hours. Received Check in link belonging to another person that said we had nothing to check in. called 800 number to resolve. Person was very rude said we would have to rely on check in person next day and she could not waive fee then she disabled the email allowing us to review service that Uhaul always sends out after phone contact. Very sneaky. Several days later we got a few on our account would not remove

Rating:

3.0

24 hour 10ft truck was $145 (with $25 in gas). I rented 6 blanets for $5 and $15 insurance but overall price was much more expensive than I thought it would be

Rating:

2.0

There were men outside the Uhaul facility in the parking lot soliciting for moving jobs. They made me, a lone woman, feel very uncomfortable and unsafe. There were reps present at the front desk so I decided to do an in person check in instead of mobile (since I felt unsafe) and my rep was incredibly brusque, cutting me off mid sentence. The drop off rep was SO much more friendly. This is the most convenient Uhaul location, but I would never go alone again and I honestly wouldn't interact with the front desk staff if I could avoid it.

Rating:

5.0

Jose has an excellent crew and they All are friendly and helpful!!

Rating:

4.0

The only complaint is that some kind of flaky yellow material fell from the roof onto my stuff; some kind of insulation, I suppose. You might wanna look at that. Otherwise, perfect.

Rating:

5.0

Storage facility immaculate. Staff friendly and extremely helpful. Highly recommend!

Rating:

5.0

Great staff and the facility is always clean and well maintained.

Rating:

4.0

Several issues with the key pad. However the employees were excellent. Also, having to maneuver around u haul trucks is the down fall for this location.

Rating:

5.0

nice place and easy to do business

Rating:

2.0

When I went facility my storage door was open and some things were missing

Rating:

5.0

I had the most unfortunate experience of loosing my job and had to put my stuff in storage..The staff at the storage made me experience there very wonderful. The manager worked me everytime i need some form of assistance and even afforded me the opportunity to remove my stuff with a settlement before they were placed on oction. I would recommend this facility and uhaul on the whole everyone thats in need of this kinda service.

Rating:

1.0

I was unable to access my storage unit during the facility's access hours.

Rating:

5.0

The code to enter sustem is very confusing and requires help as there are so many code pads. Some work, some do not.

Rating:

1.0

Upon the day of my move-in May 31, 2023, I arrived with movers and had know access to the unit after being told that the access pad would be working. What a terrible position I was in with the moving company. They were surprised as well as myself. My things are now somewhere located in a storage facility in Columbia md until they can deliver my things to Rockville.

Rating:

2.0

They blocked all the sliding doors with the truck. It was hard getting your stuff in

Rating:

3.0

Still have not received notice that I will get the first month free along with my one-way move

Rating:

2.0

My documents were destroyed by rats at the facility. So I lost some important papers. I also was charged for unit #2006 for May 2023 even though I closed the unit on April 29, 2023.

Rating:

2.0

Found rat droppings in my files! Shredded some important papers. I've been charged for May for locker #2006 even though I closed the unit on April 29, 2023. I'm extremely disappointed in the service.

Rating:

4.0

A bit pricey, but otherwise good

Rating:

5.0

Great service

Rating:

2.0

Because of the excess number of trucks, the staff were parking at the storage area loading dock, blocking our ability to back up to the customer loading dock. This was very inconvenient increasing the chances accidents and causing us to move the carts around were the trucks were parked and being moved around. This is also Liability issue for U-Haul. This is unacceptable. Many times customers were parking their cars away from the loading dock. This wasn’t as much a problem in November but got worse in December.

Rating:

5.0

The manager is awesome and the young man working in the back on the 29th in the afternoon was excellent in friendliness and assistance.

Rating:

5.0

Staff is always professional, polite and efficient! The manager goes above and beyond and works tirelessly to upkeep the u-haul property! Extremely organized and Very impressive! As long as this keeps up, I will always use this location for my moving and storage needs!

Rating:

3.0

Only thing that I would recommend is to put an advisory sign at entrance point of lockers that say no piggybacking into the building because that happened to me and that is a security issue to people unloading there items into the building from there vehicles.

Rating:

5.0

The staff and Mr. Amaya customer service was great.

Rating:

4.0

Not easy to use carts to move in bigger items because narrow. Storage unit is fine

Rating:

5.0

It has been a really good experience. I was abroad feeling that all my belongings were safe and in good hands. The air conditioning/ climate control was so good! My only recommendation would concern mice. My effects were not damaged but were full of mice carcasses and droppings. Thank you.

Rating:

5.0

Excelente atención, y muy limpias instalaciones

Rating:

5.0

Sería superb si se establece un area para sacar y entrar a los storage sin problemas del almacenamiento de los vehículos de U-Haul. Deberían colocar camas altas para vehículos pequeños de U-Haul para hacer espacio.

Rating:

5.0

Clean, well lit, easy access. courteous staff!!!!

Rating:

5.0

This was one of those emergency needs because of a change in schedule. Thanks so much for coming to the rescue!!!

Rating:

2.0

The front door was open all the time, staff are not frindly, stupid people. The storage unit door was damaged. Place ia a mesay

Rating:

5.0

Jose and Jessica are the best!!

Rating:

5.0

Thank you for your patience and support. I will always be forever grateful for your help during that period of homelessness. You guys are the best!!

Rating:

1.0

Was charged for a storage when I had in my reservation to get 30 days free since I had a one way. In addition, there is a sign out by a major road displaying, one month free how can I be charged? It's a special too. He never apologized he didn't explain who I am getting my money back, no apology nothing. I wanted a larger unit he just said there were none. I think he said it because the line was getting longer and he did not want to look which...he didn't. And on top I received a very strained up unit. Poor service he provided. Don't have his name at this time.

Rating:

5.0

This facility is great - clean and convenient! Professional staff.

Rating:

3.0

I did not realize that they do not prorate use days. moving out experience was bad. i called, left several messages and no one called me back. Had I known we were not going to receive reimbursement for the remaining 20 days we would have moved out later. Terrible communication.

Rating:

5.0

We mostly dealt with Chris at the front desk. He made check-in and check-out extremely easy and efficient. We will be sure to use this location in the future again as needed. Thanks Chris!

Rating:

1.0

The unit was infested with mice. When I gathered my furniture to move out it was covered in mouse droppings and urine. When I raised the issue with the attendant he said there was nothing they could do and said they were not responsible. Clearly there were issues pre-existing as I see there are traps everywhere. Very disappointed

Rating:

5.0

Everything was clean and the staff was very helpful. 5 STARS I just now noticed i have received a $79.00 fee that I do not know what that is related to. In the future, lease let me know of any additional charges before placing them. Norma Champlin

Rating:

5.0

Jessica and Jose were excellent.

Rating:

5.0

Would recommend to others and use again if I have a need

Rating:

1.0

Staff need to be retrained or replaced because they are very curt, and don’t know how to speak to customers in a respectful or welcoming manner. The wait at the counter was two long in both instances and they kept walking away without acknowledging me or explaining why I was left standing there. I was assigned a unit with a used/smeared sticky trap in it, which made me very concerned about rodents. To enter the loading dock I have to enter my code on both keypads but consistently there’s a problem; my code works perfectly on the first keypad, then I’m denied access on the second one. The parking at the loading dock there is a disaster; it’s frustrating, chaotic and dangerous. I’m glad about the air conditioning; that’s it. Negative experience overall.

Rating:

4.0

I could rarely find a parking space in the back of the building where you load in and unload things from storage. Al the spaces where often used to park large U.-Haul trucks which made it very difficult to particularly load or unload heavy boxes or larger items. Parking on the loading and unloading docks should be reserved for your customers who use your storage. That problem was very often very frustrating.

Rating:

5.0

All staff members that I interacted with were considerate helpful and extremely intent on the feeling any of the questions or requests I had regarding my storage needs. I would highly recommend this location based solely on their staff. The facility itself is also very amenable to my needs. And I will continue to advise anyone who needs storage or moving assistance to contact U-Haul at this location. Thank you

Rating:

5.0

The gentleman in the lot area that helped me hook my trailer up was great. Very friendly and helpful.

Rating:

5.0

Clean! Good parking!

Rating:

5.0

I was dealing with Jessica and she was very efficient and kind. She made it very easy.

Rating:

5.0

Wonderful experience. Manager Danny was very helpful in getting me virtually through everything I needed. Other staff very helpful.

Rating:

5.0

The storage area has good lighting and door worked great. 24/7 access code worked! Area clean with pest control. Restroom in great condition and stocked with pandemic needs!!

Rating:

5.0

Excellent and very helpful employees from cleaning to people who check in at the counter

Rating:

5.0

Very courteous and understanding staff. Manager Danny is so patient and explained the process right through. Very wonderful experience and I feel very pleased.

Rating:

5.0

Everything was great! We couldn't ask for more. All the staff was very accommodating and provided great customer service. Thank you.

Rating:

5.0

Daniel Hamza gave us excellent service

Rating:

5.0

Was taken care of by the General Manager who was outstanding. He provided all needed information for storage and trailer rental. Location of storage was very convenient with easy access.

Rating:

5.0

This was a very pleasurable experience. The entire staff was friendly and professional. They were very helpful. They always asked if there was any problems or did we have any questions. There were also some carts we could use to transfer our belongings. I absolutely would recommend this u haul in Rockville again. My other experiences were very below average. The entire move was excellent in Rockville u haul.

Rating:

2.0

I Had a problem back in August 2020 I called the customer service, the customer service tried to contact manager or regional manager, no one called that night or the day after to see what my issue was. No! I did not have a good experience and I will not recommend it!

Rating:

5.0

Great service!!

Rating:

4.0

Staff were very nice

Rating:

5.0

Good job! We were helped. Requested storage was available as promissed.

Rating:

3.0

It is difficult to get close to entry doors to the storage area because of all of the trucks parked at the facility. I found it annoying that the sliding doors were often locked even during facility office hours, and I needed to track down a staff member to use the sliding doors. It was also frustrating that the sliding doors were locked outside of office hours. I had a dining room table I wanted to store at 6 pm on a Sunday and I had to wait until 7 am the next day to store it because the sliding doors were locked during regular access hours.

Rating:

3.0

Very small

Rating:

4.0

For the most part we were very happy. Every thing was clean and well lit. The area that we didn't feel so comfortable with was a person who seemed to camped out locker area every time we were there. I wouldn't hesitate referring people to use this facility. I was not expecting the extra "security".

Rating:

5.0

Staff was friendly and very quick. The climate controlled space is very clean and bright. We're happy with the location and service we've recieved.

Rating:

5.0

no problems with the center directly at all. My problems were with uhaul corporate which is horrible....

Rating:

5.0

Grace was the consummate professional. She expedited the rental process and made it so very easy! You have a great team at this location! ⭐️⭐️⭐️⭐️⭐️

Rating:

5.0

Very friendly staff, understanding, walked me personally to my unit, guided me through the 24hr access procedure. Would definitely reuse and recommend!

Rating:

5.0

We rented a storage unit. The staff was very helpful.

Rating:

5.0

The lady was very welcome.

Rating:

5.0

Staff was very helpful throughout. Storage and trailer were satisfactory

Rating:

4.0

While the service was good all round, the cost of storage was rather high, hence our decision to seek alternative solutions.

Rating:

5.0

Great customer service.

Rating:

5.0

The customer care agent was outstanding. Her knowledge and instructions were very well displayed. Also, the gentlemen that helped me get organized with the van and storage instructions in the vehicle

Rating:

5.0

Great service and helpful staff

Rating:

2.0

They close to early a lot of other store has closed at 9 o’clock. In addition to what I said to email to cancel my account I can send a receive a bill that I should not receive

Rating:

1.0

I never used the storage and they never refunded me my money

Rating:

5.0

My only contact was with the general manager and he treated me well.

Rating:

5.0

Thanks!

Rating:

4.0

We waited in line for over 45 minutes before being helped. This was not the first experience we had in the last year where we waited for an excessive amount of time to conduct business.

Rating:

3.0

Apparent mice residue and smell. Staff very friendly. I booked under the impression that my first month would be free and staff member was able to help resolve when customer service denied to help.

Rating:

5.0

Very good experience

Rating:

5.0

Jonathan Alfaro is excellent. We have unlimited praise for his outstanding professional skills. He is efficient, responsive, patient, and a pleasure to work with. Thank you for a 5 star service.

Rating:

3.0

your people suck.

Rating:

5.0

Owner was great. Adjusted to my schedule. Van was clean. Check in and out was a breeze.

Rating:

5.0

Workers very accommodating although the lines were long.

Rating:

5.0

Satisfied customer.

Rating:

5.0

Storage was very clean and well kept.

Rating:

5.0

A location thisvsize should have a few more employees during peak hours. Great service but wait was too long which makes going to the desk a dreadful experience.

Rating:

5.0

Great staff and service

Rating:

2.0

We reserved a u box online. When we arrived with two cars of stuff. they said they had no u boxes available. We got a unit. Staff was stressed. Manager didn’t see to care. Place is disorganized.

Rating:

4.0

My only suggestion would be to have a staff member available to answer the phones - I called several times regarding my move out and no one answered and no follow up occurred after leaving a message.

Rating:

1.0

Left 10+ messages for manager, never received call back. Stopped by, told the best way to receive a call back was to file a complaint! Online chat told me that 1-month should be free, we were charged.

Rating:

2.0

At the time of taking things out rodents were found inside the things, what he wants to say is that maintenance and cleaning of the facilities is lacking and they have ruined certain things that are v

Rating:

2.0

Got a call my Ubox arrived early & was going to be transferred to Takoma Park. Had issues getting back in touch & locating the box. Call forwarded and no one at corporate helped Uninformed&unavailable