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

Clasificación:

5.0

Ecselete

Clasificación:

3.0

We first reserved a van at another Rockville location, when we arrived we discovered the location was a gas station that rented out UHaul trucks. The van we reserved was not returned the day before and the gas station attendant did absolutely nothing to help us. He said it was not his problem. We had to scramble to find another van. The 800 number for Uhaul did not open until 9 am and we needed something by 8, so we were stuck for one hour. We were not happy with this experience and it really added undue stress to an already stressful out of state move.

Clasificación:

5.0

Nice staff. Smooth transaction.

Clasificación:

2.0

The worker who attached the trailer to our hitch did it incorrectly and did not use a safety pin when we drove our car up on the trailer the trailer came apart from the hitch slamming into the back of our truck damaging it. Luckily nobody was injured. This was very scary and caused us an hour delay on our trip and we had to figure out a way to put a pin in.

Clasificación:

4.0

I had a very good experience with the reservation and pick-up process. The retail section of the business is well stocked and impressively organized. The vehicle performed well and met our needs. The one issue I had was with the drop-off. I was told at pick-up to find my vehicle in the “front row” of the lot, and to return it to “the back.” I thought this meant to return the vehicle to the back row (behind the front row). I did return the vehicle as close as possible to the back row. The representative at the counter asked if I returned the vehicle to “the back of the building” - which is different than the back row. He said that it isn't a problem and to leave the vehicle where it is and that I would receive my receipt by email. While I was in the parking lot waiting for my ride home a different employee in the parking lot yelled to other employees (with me nearby), “Cant they read? The drop off is in the back!” My guess is that he wanted me to hear that I had not returned the vehicle correctly, so not a great way to end an otherwise positive rental experience. My suggest is that at pick up the representative be very clear about the drop off being at the “back of the building.” To avoid confusion, perhaps the representative can point to the back area at the same time.

Clasificación:

4.0

The after hours drop off procedures should be explained at check in. I dropped off after hours and did not know that I needed the phone app, to scan the code, etc until the next day when I read email. i rather resent the $20 fee for this.

Clasificación:

5.0

The pickup process was outstanding. Exceeded my expectations. The staff were great, but most impressive was the software that let me check in, take pictures of any marks on the truck. Game changer. The IT investment was evident and made the process smooth.

Clasificación:

4.0

The people who work there were great but: I ordered furniture pads - the guy said it's in the truck. I said okay great. I drive to my destination and open the truck - no furniture pads. Secondly, the ac wasn't working. It turned on for a little then stopped working and It was extremely hot. I called and they said I had to drive the truck back to pick up a new one but the moving help guys who were loading up the truck were already around the corner and I only had two hours with them. Didn't have time to switch the truck and they refused to drive a working truck to my house (10 minute drive).

Clasificación:

5.0

Positive comment, Juwan is a very friendly, professional employee

Clasificación:

4.0

Very quick and easy drop off, even with the damage issue (reported to U-Haul ahead of time) that I thought would cause a longer check-in process.

Clasificación:

5.0

Smooth process from start to finish.

Clasificación:

5.0

Professional & Prompt!

Clasificación:

3.0

When I return the truck I swept inside of it but there were a little bit residue of dust and some workers threaten me and told me that if I don't go wash inside the truck they'll charge me $100 to clean. no trash was left inside. I swept it with the broom. Inside a truck there's a sign that says $25 to clean the truck if you leave it dirty I'm not too sure how he was going to charge me $100. He's tone of voice was very nasty and arrogant. .. Next time if I encounter him again with this type of attitude the result will not be just a simple complaint I would really go off on him.

Clasificación:

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. Gracias.

Clasificación:

1.0

Rude employees with no customer service. Rather say smart comments to you than help with your problem

Clasificación:

4.0

More customer service clerks with in location...some folks left due to a long line....or look at your process and see where you can streamline or remove redundant steps.

Clasificación:

5.0

The same way

Clasificación:

5.0

Is good

Clasificación:

1.0

My experience with Uhaul refueling practice is unfear and the poor customer make me think twice. Solutions are not limited to people-to-people but also include technology and training, and accountability. Sheikh

Clasificación:

1.0

1) YOU DO NOT ANSWER THE PHONE. A 50 MINUTE WAIT TIME IS INEXCUSABLE. TOSSING PEOPLE ON A NATIONAL CALL LINE WHEN THEY CALL THE LOCAL OFFICE IS ALSO INEXCUSABLE. 2) Rude employee. 3) Group of men hanging around in parking lot trying to be hired for day labor. Obviously illegal immigrants and they stand around in lot while people come in and out. I feel sorry for them and they do not harass people, but they should not be there.

Clasificación:

4.0

Wait time was unacceptable, over 20 minutes in line, with multiple employees doing other things and unwilling to help the customers rather than finish work that could be done later.

Clasificación:

5.0

Very helpful, well staffed, large space for parking trucks and well stocked

Clasificación:

1.0

My experience with Uhaul, as a company, was the worst. It was so bad I could write a book about how awful EVERY single aspect of the rental experience. You guys cost me money, time, aggravation and physical distress. Get it together Uhaul.

Clasificación:

4.0

clear parking spots for the trucks, easy to find key drop, and the employee found and returned my dad's phone that he left in the truck.

Clasificación:

2.0

Online check in was not working. Staff working the front desk made me and the other dozen people waiting on line resubmit my entire order to check out the trucks we already all had order numbers for. What should have taken 5 minutes to pick up the truck took an hour.

Clasificación:

5.0

Very very Excellent service

Clasificación:

5.0

Staff was exceptional!

Clasificación:

4.0

I had a vehicle with 168K miles and the cup holders were sticky and I wondered if the vehicles were cleaned at all. I thought that $0.99 pre mile was a little exorbitant for the condition and was disappointed that while military discounts split 1 way they do not apply round trip.

Clasificación:

3.0

I dropped off the vehicle and the attendant said that I was all set. He told me that I would reiceive an invoice within 5 minutes. I never received it. I hope I don't get overcharged for miles because I was under what I estimated when I picked it up.

Clasificación:

1.0

I have never been treated so poorly in my entire life. A guy named Fred, completely unprepared for dealing with customers. I hope I never have to see this guy again in my life.

Clasificación:

5.0

Jackie was very proffesional and helpfull. thanks to her! Thanks Jasbir Mongia

Clasificación:

1.0

I had reserved moving supplies like furniture pads and dollys. They were not provided yet I was still charged for them. Complete scam!

Clasificación:

5.0

all very excellent

Clasificación:

5.0

$0.99/mile is excessive. Because of this high rate, I am unlikely to rent from UHaul again, and would not recommend it to friends.

Clasificación:

1.0

Do not offer 24/7 puckup if you are going to change it to manual and require we come back later. I reserved a truck for 8am 24/7 pick-up and received atleast 2 confirmations. When I arrived and tried to pick up, it told me it had been changed to manual pick up and asked me to come back when the counter was open. I hired movers to help me and we wasted an hour of their time. MOVERS ARE NOT CHEAP. I asked the manager to call me back and he never did.

Clasificación:

1.0

I returned the equipment les than 6 H and I have bing charge 20.00 dallar extra and I spoke with employee ad the time went I returned it, he sey no be extra charge, I have do this business at deferent location and never ha extra charge the rental was 24 h price and I returned it les than 6 h. I hope I revive the 20.00 Dallar back on May account, tanks

Clasificación:

3.0

Explain how the drop off is going to work.

Clasificación:

5.0

Advise the customer what is best for …

Clasificación:

4.0

Just make checking our easier and the location should be a 5 star

Clasificación:

5.0

Alfaro Nicholas was very helpful. He is excellent.

Clasificación:

5.0

Jose and Jessica are outstanding front of store check in employees.They are polite friendly and very easy to work with.Please let them know they are appropriated.

Clasificación:

4.0

Got charged a cleanup fee for no visible signs of a clean up needed. Overall the place was super professional

Clasificación:

5.0

Great service from staff and very easy to navigate. Affordable too!

Clasificación:

5.0

We should have done a walk around on the uhaul. there were a few dents which I would have liked to get on record. However, the agent and the lady in the parking lot were both very helpful and polite.

Clasificación:

3.0

The staff at this location is very unprofessional. I made a booking 3 weeks ahead. However, when I came to the office (it was Sunday) it took 35 minutes (!!) there to get a truck! Huge line of people that were served before me because the staff couldn't find the keys from my truck and blocked the way with another truck.... Exactly what a customer wants to see when he is in hurry. Besides, I got the truck with plates that did not match the documents signed and with a tank empty. The truck I supposed to take "will go to another place" I was said.

Clasificación:

5.0

Everything is good

Clasificación:

5.0

Check out was fast and friendly. It was a hot day but everyone seemed cheerful for a busy Friday. Kudos to the the team for being so available to answer questions. Driving a 20ft truck for an afternoon can be scary.

Clasificación:

5.0

Well you had outstanding customer service they help but the only thing Parking doesn't get spot.I park Cross street shopping mall.

Clasificación:

5.0

Woman that checked me in was excellent. Equipment was surprisingly very clean and smelled good. Guy at check in made is super easy. Would say it was a perfect experience.

Clasificación:

5.0

Staff is fantastic. I've never had such a great experience! I apologize for not remembering the name of the initial individual who helped me but he was very professional and had great customer relations. Beyond Reproach. Promote him please!!!!! This gentleman checked me in first.

Clasificación:

5.0

A heads-up for customer parking non-availability in the premises of the company. (And where to leave their vehicles).

Clasificación:

4.0

Bueno

Clasificación:

4.0

Notify customer ahead of time if extra items like dolly or other items are out of stock

Clasificación:

2.0

First, when arriving at the counter with a reservation, I checked in and was advised the cost would be $50 more than my confirmation email was. I showed the reservation email with the price and the clerk said, “Oh the computer wanted to charge an extra day” (I was less than an hour early). Next, after loading the 6 x 12 trailer for the first time and driving 18 miles away, on a major Interstate, we unloaded the trailer. On the way back for a second load, with an empty trailer, I was on I-495 in VA, doing 55 mph, and during a rough patch of roadway, the trailer jumped off the trailer hitch ball. The trailer pitched back and forth violently until I could come to a stop on the side of the busy roadway. Thank God the chains were installed correctly because they held and the trailer could not totally release and possibly kill another driver. When my son came to help me reattach the trailer to the hitch ball, we discovered that the knob got stuck a little at the beginning but by shifting the trailer I was able to turn the knob down another inch to properly secure the trailer to the 2” ball. I now know the technician at Uhaul did not tighten the knob down (because it would have been in that position when we reattached it) and thought when it got stuck that it was all the way down and secure. I would think there would be better trained individuals, with something as important as a large trailer that has a GVWR of 4400 pounds, to ensure the publics safety. I advised the clerk when I checked the trailer back in of the incident and their comment was, “well that's not good”. Will not rent from there again.

Clasificación:

5.0

There wasn't much to the drop-off. Unhitch the trailer and away I go. That said, the service guy was extremely friendly and efficient. Highly recommended.

Clasificación:

5.0

Excelente atención, y muy limpias instalaciones

Clasificación:

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.

Clasificación:

5.0

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

Clasificación:

5.0

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

Clasificación:

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

Clasificación:

5.0

Jose and Jessica are the best!!

Clasificación:

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!!

Clasificación:

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.

Clasificación:

5.0

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

Clasificación:

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.

Clasificación:

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!

Clasificación:

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

Clasificación:

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

Clasificación:

5.0

Jessica and Jose were excellent.

Clasificación:

5.0

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

Clasificación:

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.

Clasificación:

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.

Clasificación:

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. Gracias

Clasificación:

5.0

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

Clasificación:

5.0

Clean! Good parking!

Clasificación:

5.0

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

Clasificación:

5.0

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

Clasificación:

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!!

Clasificación:

5.0

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

Clasificación:

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.

Clasificación:

5.0

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

Clasificación:

5.0

Daniel Hamza gave us excellent service

Clasificación:

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.

Clasificación:

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.

Clasificación:

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!

Clasificación:

5.0

Great service!!

Clasificación:

4.0

Staff were very nice

Clasificación:

5.0

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

Clasificación:

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.

Clasificación:

3.0

Very small

Clasificación:

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".

Clasificación:

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.

Clasificación:

5.0

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

Clasificación:

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! ⭐️⭐️⭐️⭐️⭐️

Clasificación:

5.0

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

Clasificación:

5.0

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

Clasificación:

5.0

The lady was very welcome.

Clasificación:

5.0

Staff was very helpful throughout. Storage and trailer were satisfactory

Clasificación:

4.0

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

Clasificación:

5.0

Great customer service.

Clasificación:

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

Clasificación:

5.0

Great service and helpful staff

Clasificación:

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

Clasificación:

1.0

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

Clasificación:

5.0

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

Clasificación:

5.0

¡Gracias!

Clasificación:

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.

Clasificación:

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.

Clasificación:

5.0

Very good experience

Clasificación:

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.

Clasificación:

3.0

your people suck.

Clasificación:

5.0

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

Clasificación:

5.0

Workers very accommodating although the lines were long.

Clasificación:

5.0

Satisfied customer.

Clasificación:

5.0

Storage was very clean and well kept.

Clasificación:

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.

Clasificación:

5.0

Great staff and service

Clasificación:

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.

Clasificación:

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.

Clasificación:

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.

Clasificación:

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

Clasificación:

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