Customer Reviews for U-Haul Moving & Storage at Downtown

5,419 reviews

1301 Monticello Ave   Norfolk, VA 23510
(Right between Norfolk Scope and Doumars)

(757) 625-1656

Location Hours

  • Mon-Thur: 7 am - 7 pm
  • Fri: 7 am - 8 pm
  • Sat: 7 am - 7 pm
  • Sun: 9 am - 5 pm
Special Operating Hours
  • 12/24/2021: 7:00 am - 4:00 pm
  • 12/25/2021: Closed

Services at this Location:

Contact Us

(757) 625-1656

1301 Monticello Ave
Norfolk, VA 23510
(Right between Norfolk Scope and Doumars)

Services at this Location:

Location Hours

  • Mon-Thur: 7 am - 7 pm
  • Fri: 7 am - 8 pm
  • Sat: 7 am - 7 pm
  • Sun: 9 am - 5 pm
Special Operating Hours
  • 12/24/2021: 7:00 am - 4:00 pm
  • 12/25/2021: Closed
  • Free towing inspection
  • Propane pay at pump
  • 24 hour customer return

Testimonials From Recent Customers

Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.

Overall Rating:

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Rating:
1.0

New reps. The morning ones were horrible and not very helpful

JENIFER M. 
Rating:
4.0

We were suppose to hear from customer satisfaction on the run around we got after having our reservation for over a week and had to change location of pick up 3 times. Each one farther away than the other. We were told we had to take out insurance from u-haul (40.00) however we could choose how much and we picked the lowest coverage. We were told someone would call within 24 to 48 hours and it has been73 hours and Noone has called.

Johnny D. 
Rating:
4.0

Wish they would have let me know sooner that Storage unit was not available. I ended up getting one at twice the price elsewhere

ROBERT B. 
Rating:
5.0

Customer did not leave a comment.

TIASHIA J. 
Rating:
5.0

Customer did not leave a comment.

RACHELLAUREN Q. 
Rating:
5.0

Customer did not leave a comment.

CYNTHIASZELC K. 
Rating:
3.0

I have never been charged such an excessive amount and have rented U-Haul auto transport in the past. Check my rental history. I only needed it for one day, one way. The tie downs that strap over the tires came loose after every bump. The only thing that keep my vehicle on the transport was the safety chains.

FORENZA C. 
Rating:
5.0

Mark spots correctly when picking up vehicles. Not fun dragging bags of wool blankets all over the place trying to find your assigned truck, but then I'm crabby. Otherwise, excellent service and very convenient. Overall, very satisfied.

ANDREWJOSEPH W. 
Rating:
5.0

Great service. Quick and easy check-in. I love that I'm able to rent what I need at a good price and get it quickly.

Amanda N. 
Rating:
4.0

I would recommend having a second customer service representative on duty especially in the morning on the weekend. I felt so bad for the representative working that morning when I picked up my rental but she handled herself very well. Very polite and courteous.

ANDREA A. 
Rating:
3.0

None for now.

TERRY M M.  |  First Impressions 
Rating:
5.0

The representative, Kayla, was pleasant, professional, courteous and competent. The vehicle was not well cleaned as would be expected.

KARENELIZABETH M. 
Rating:
4.0

Customer did not leave a comment.

Thorton F.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

VERNONBERNARD F. 
Rating:
5.0

Quick and easy process. Was able to rent equipment same day and returning it was effortless

AMANDADAWN N. 
Rating:
1.0

The young lady was very nasty there were dead mice in the corners of the 1st level would not recommend

JHADAH W.  |  Overall Experience 
Rating:
2.0

My truck had an interior door panel missing, and the drivers seat was uneven due to a giant missing chunk of seat. By far the absolute worst drive I have ever made.

Andrew D. 
Rating:
1.0

The Trailer was missing parts. The equipment had a lot of issues. The faulty Trailer caused more stress and wasted time.

ELLENCHERIA O. 
Rating:
4.0

The 10ft truck was extremely easy to drive, I had no problems at all. Just thought the total price was kind of steep.

ELIZABETHAMY F. 
Rating:
5.0

Customer did not leave a comment.

James W. 
Rating:
5.0

Customer did not leave a comment.

JAMES S. 
Rating:
2.0

The office staff was amazing. The storage facility itself is the worst facility I have ever seen.

Jessica L.  |  Overall Experience 
Rating:
2.0

I use U haul a lot and I came in on Friday picked up and returned on Saturday I told them the truck I had did not fit well for me and it sounded bad - I explained I needed a truck Monday afternoon and I did not want a dodge I needed it to be a Chevy. I was told to put the note on the reservation. When I got there a lil over 24 hrs I got the say dodge I had dropped off one day before that I told them I didn't want. I didn't have time for another location so I made do 😡. I wish they told me before hand.

Tyra G. 
Rating:
5.0

Everything was great, fast , friendly service, easy check in and out.

ROSLYNRAQUEL C. 
Rating:
2.0

Customer did not leave a comment.

Jasmine J.  |  Overall Experience 
Rating:
2.0

Please gas up trucks for customers

DYRRICKJEROD P. 
Rating:
5.0

Dropped off truck and turned in via App.

Jason K. 
Rating:
5.0

Customer did not leave a comment.

Barbara B.  |  First Impressions 
Rating:
5.0

Perhaps my bar was set low due to my experience in Charlotte, but this location was absolutely stellar.

Alexander R. 
Rating:
5.0

Customer did not leave a comment.

MAMIEELIZABETH L.  |  Overall Experience 
Rating:
3.0

Customer did not leave a comment.

DOMINIQUEADRIENN J. 
Rating:
5.0

The Monticello location is kickass! They alway have a rental when needed.

ANTONIO R. 
Rating:
4.0

Customer did not leave a comment.

NETRICIACRENISE S. 
Rating:
5.0

Customer did not leave a comment.

MARGINIALEE W. 
Rating:
4.0

Customer did not leave a comment.

ROBERT WELDONDAY Y. 
Rating:
5.0

Continue with great customer service.

VALERIEKAY K. 
Rating:
4.0

Customer did not leave a comment.

GEORGEBRADLEY B. 
Rating:
3.0

Customer did not leave a comment.

DEANEDWIN B. 
Rating:
5.0

Customer did not leave a comment.

Bryan D.  |  First Impressions 
Rating:
5.0

Everything was great

GLADYS O.  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

Bernard R. 
Rating:
1.0

I will be moving out ASAP

Jessica L.  |  First Impressions 
Rating:
5.0

Monticello location personnel were good to me. Excellent/accurate milage determination. No surprises at the end

KIMR D. 
Rating:
5.0

Nothing. The staff were quick to assist me and very friendly.

DAVID JON A. 
Rating:
5.0

Newer/less mileage equipment.

David D. 
Rating:
3.0

I did not receive the dolly that I had rented when I picked up my truck

Jessica H. 
Rating:
5.0

Customer did not leave a comment.

JOSEPHWILLIAM B. 
Rating:
1.0

I was over charged and they was supposed to have billed me and they went into my account unauthorized and took $37.88

ROBERTLAMONT T. 
Rating:
5.0

Customer did not leave a comment.

ALLENHAYES B. 
Rating:
5.0

Customer did not leave a comment.

CARLTONRAYE W. 
Rating:
5.0

Our rental agent was great! Funny, personable, and willing to help! He made sure we got connected and on our way quickly, and made the return fast and easy!

William E. 
Rating:
1.0

The 15 ft. truck(Arizona plate: AG-53073) was a dangerous truck. The transmission was seriously hazardous & was unsafe. Shifting gears when accelerating had RPMs rising to 5,000 BUT MORE deadly was that when traveling at 55-60mph 7 slowing down the gears did not shift back also causing RPMs to the 5,000 level potential causing a serious hazard. UHaul should NEVER allow a piece of equipment on the road. I am requesting a FULL refund of my cost. My wife & I spent nearly 6 hours concerned for ours & others safety. Note: Norfolk Uhaul substituted trucks on pickup & we were not aware of the transmission issue until the truck was fully packed & we were on I-64 leaving Norfolk. I can be contacted at 410-628-7426 for follow-up

Stephen M. 
Rating:
5.0

Customer did not leave a comment.

Eva H. 
Rating:
4.0

Customer did not leave a comment.

CAROLYNANNE W. 
Rating:
3.0

The only issues I had were related to the safety devices in the truck. The seatbelt on the drivers side would not lock in which prevented me from being able to buckle my seatbelt. The other issue I had was the hood of the truck was not locked down and almost opened well I was driving. The manager of the location never called me to discuss these issues after the onsite employee called the manager about the items.

RICHARDWALTER G. 
Rating:
4.0

Good experience

john p.  |  Overall Experience 
Rating:
3.0

Customer did not leave a comment.

Elnora G. 
Rating:
5.0

Customer did not leave a comment.

CYNTHIAKAY N. 
Rating:
5.0

Customer did not leave a comment.

GABRIEL PATRICK M. 
Rating:
3.0

Customer did not leave a comment.

Tyra G. 
Rating:
5.0

Customer did not leave a comment.

MATTIELUCILLE D. 
Rating:
5.0

Customer did not leave a comment.

Melissa F.  |  First Impressions 
Rating:
4.0

Only dropped off here at night so a bit hard to say much about it.

BJORN K. 
Rating:
3.0

Educate the staff on insurance questions

JOHN R. 
Rating:
4.0

Customer did not leave a comment.

Javan G. 
Rating:
4.0

The van was very dirty on the outside and slightly on the inside

Victoria H. 
Rating:
5.0

Very simple return of the truck. There was a clearly marked area to pull the truck into and park. Personnel came out to meet me and told me I would receive an email receipt. Gave him the key and he took a quick look in the truck and that was it. I had the emailed receipt within 10 minutes.

Michael A. 
Rating:
5.0

Staff were very friendly, considerate, understanding and accommodating. Very good detailed explanations and excellent customer service. Management very helpful and informative.

ELIZABETH H. 
Rating:
2.0

Customer did not leave a comment.

KIANAJONAE' G. 
Rating:
5.0

I have experienced great service with uhaul and would highly recommend. Staff is very helpful!

Melinda K. 
Rating:
3.0

I had request to possibly have an extension. She granted the extension.

QUOC-TUANHUU N. 
Rating:
4.0

Customer did not leave a comment.

Angela J.  |  Overall Experience 
Rating:
5.0

They went above and beyond to help me thank you!

ROBIN W. 
Rating:
5.0

I can't remember the Young lady's name who assisted me, but she was soooo professional & patient not only w/me but other Customers as well. I'd definitely refer my family & friends

ANGELAYVONNE R.  |  First Impressions 
Rating:
5.0

I was relieved to finish the move and drop off this truck rental because of all the problems I had with the reserving this moving truck. I hope I don't have to move anytime soon and when I do need to move again it definitely won't be with uhaul.

farad M. 
Rating:
5.0

Received EXCELLENT SERVICE from KAYLA FRASIER!!! Very very POLITE< FRIENDLY< KNOWLEDGEABLE even at 7AM. When you are already stressed about Moving Day...Kayla was like a breathe of fresh air. She didn't rush us to complete our transaction. I WILL REFER EVERYONE TO HER!

ALECIA D. 
Rating:
5.0

Customer did not leave a comment.

AVIDANAYAL I. 
Rating:
5.0

Quick fast & professional service! Thank u uhaul.

ANGELALAVERN J. 
Rating:
4.0

Customer did not leave a comment.

Annette R.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Stephen W. 
Rating:
4.0

Customer did not leave a comment.

ERICAPATRICE C. 
Rating:
5.0

If i reserve a truck make sure it's there. Had an incredibly Awful time renting with you guys. But this location was helpful

TONYALTON W. 
Rating:
5.0

Keeping up the great work A plus 100 good job

ANN B. 
Rating:
5.0

Great customer service. ALWAYS a pleasurable experience.

RAECHELLEJAMES K. 
Rating:
5.0

Customer did not leave a comment.

EDINGEOVANY L. 
Rating:
5.0

Just amazing experience and customer service. The agent lyra was awesome

SUNILDENIS P. 
Rating:
5.0

Customer did not leave a comment.

JOSHUAJASON V. 
Rating:
5.0

Customer did not leave a comment.

JOSEMANUEL H. 
Rating:
5.0

Customer did not leave a comment.

JUSTIN C. 
Rating:
5.0

Customer service was great. Made the process simple. I just had jaw surgery and unable to speak. However, I was help with a pad a pen yo properly communicate what I needed. Excellent job. Will definitely recommend to others.

Francisco R. 
Rating:
5.0

The drop off location in Norfolk, VA was 100% what I had expected for the pick-up in Wilmington, DE, but was disappointing.

DAVIDPATRICK B. 
Rating:
3.0

Customer did not leave a comment.

DARIUS W. 
Rating:
5.0

Customer did not leave a comment.

MARTIN M. 
Rating:
1.0

Give the correct keys and be more vigilant

EMIANO A. 
Rating:
2.0

Customer did not leave a comment.

Kelly L. 
Rating:
5.0

Thank you all for helping me out i lost my keys and i told them what was up she said it was cool thanks

Christopher J.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

PATRICKJOHN S. 
Rating:
5.0

Customer did not leave a comment.

JEFFERY D. 
Rating:
5.0

Customer did not leave a comment.

Xavier B. 
Rating:
4.0

The only reason I am not giving 5 stars is because I had to wait at least an hour for someone to remove a lock on the unit at the time of my move-in. They were unable to unlock it due to rust and it took an hour for the issue to be resolved. Outside of this issue, everything else went very well and I am pleased with my unit and the cleanliness of the place.

Tiara H.  |  First Impressions 
Rating:
5.0

The people there were friendly and very helpful.

JAMESLINWOOD K. 
Rating:
5.0

Customer did not leave a comment.

Andre S. 
Rating:
5.0

Customer did not leave a comment.

Narcy K. 
Rating:
5.0

Staff is very friendly and helpful.

Luciana B. 
Rating:
5.0

Customer did not leave a comment.

KATHLEEN P. 
Rating:
4.0

Customer did not leave a comment.

PATRICKJOHN S. 
Rating:
5.0

Customer did not leave a comment.

Morgan M. 
Rating:
5.0

Customer did not leave a comment.

William E. 
Rating:
5.0

Customer did not leave a comment.

Yedidya K. 
Rating:
5.0

Customer did not leave a comment.

AMRAELDEVONDA Y. 
Rating:
2.0

The service in the beginning was good doing booking and pickup -not good doing returning Uhaul -i felt stereotyped and treated nasty by a short white guy!

MARYJEAN B. 
Rating:
4.0

The staff at the center were very helpful, but i was billed for two months of space storage rent after we checked out and terminated our rent, and have yet to be refunded. My issue is not with the center but with u hauls u box system and billing.

Callie F. 
Rating:
5.0

More parking spaces for customers

DARIUSLAMAR B. 
Rating:
5.0

Customer did not leave a comment.

ROBERT S. 
Rating:
5.0

I was having issues with my car, since it died on trip up here. She climbed through my trunk to sit in my driver's seat to steer and hit the brakes when needed. Plus all of the staff was polite.

Joshua S.  |  First Impressions 
Rating:
3.0

Customer did not leave a comment.

SAIRATNAKAR N. 
Rating:
5.0

Customer did not leave a comment.

JOSHUA S. 
Rating:
5.0

Customer did not leave a comment.

Michael V. 
Rating:
1.0

I completed my check in and was walked to my storage. I placed all of my belongs on the elevator and proceeded to my unit on the 3rd floor. When I got off elevator and arrived Within an hour another customer at moved into my storage and placed their lock on my paid storage. I could not get through to the front office via phone so I had to leave my items on the elevator and walk to the office. Once I arrived I was told I had to wait until the lady who helped me get off of lunch. I explained my things are on the elevator we have already been here for hours can you just give me another unit. I was told I had to wait. The lady comes back and tries to figure out what is going on. This takes over an hour. The store manager was called and advised they cannot do anything for me. I had to take a smaller unit or pay a lot more the bigger. I explained I do not have the money. I am a single parent and already stretched with funding. I contacted corporate Uhaul and spoke with the supervisor and was on the phone for 45 min. The supervisor spoke with the cashier after we waited 20 min for her to get on the phone because she would not get on the phone. The employee lied to corporate and told the lady the customer will be there any min to get in storage and remove their belongings from my storage so I can move in. The corporate supervisor said there is nothing they can do but she will notate the account to contact the regional manger. I had to wait another 1 hour for the people to get there then a longer time to remove their items so my things can be moved in. We spent a total of over 5 hours. I was met with an attitude and disrespect. This is outrageous. I have never been treated this way by a company. The manger had no regard for customer service or cared and the employee continued to cut me off and not allow me to talk. I would like someone from corporate to contact me back. Other customers had to wait hours to use the one elevator because our belongings were stuck on the elevator with no where to go. The is unacceptable. Please investigate and take proper actions to remove the manger and employee at the establishment.

Sherrie W.  |  First Impressions 
Rating:
5.0

Excellent service and very helpful!

Mathew N.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

Oscar F.  |  First Impressions 
Rating:
3.0

My contract got put on hold and I couldn't get my credits sent back to me. I'm still waiting on the refund as of right now. Other than that it was a good experience

Shemar J.  |  First Impressions 
Rating:
3.0

Customer did not leave a comment.

Grey A.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

CARL L.  |  First Impressions 
Rating:
4.0

Could really invest in some automated windows or louvers. Ventilation is bad. There are never carts available. Ever.

Shari s.  |  First Impressions 
Rating:
2.0

I moved into this unit following a move. The move experience with Uhaul was terrible and the move-in here was complicated by the unit not being ready in accordance with the instructions provided by Uhaul and a significantly understaffed office that resulted in having to wait almost an hour to get into the unit after arriving.

PAT M.  |  Online Move In 
Rating:
4.0

Customer did not leave a comment.

thomas M.  |  First Impressions 
Rating:
3.0

Customer did not leave a comment.

Immanuel A.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

RANDYCHRISTIAN W.  |  First Impressions 
Rating:
4.0

Customer did not leave a comment.

peter d.  |  First Impressions 
Rating:
4.0

Customer did not leave a comment.

christian p.  |  First Impressions 
Rating:
4.0

My only issue was the elevator is broken and I needed a unit, which was on the 2nd floor pushing really heavy stuff up a steep ramp on a cart was really difficult as it was just myself and my two teenage sons. Otherwise the staff was very friendly and helpful. Also it would be nice to access the unit late at night due to my work hours.

JENNABETH B.  |  First Impressions 
Rating:
5.0

Chris did a wonderful and outstanding job.

sumiko b.  |  First Impressions 
Rating:
5.0

Thank you for your courtesy and professionalism.

Judith B.  |  First Impressions 
No reviews have been submitted for this location.

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