Customer Reviews for U-Haul Moving & Storage of Airpark

Rating:

5.0

This is a complicated move for me, because of things beyond my control forced me to move quicker than I expected, so I had to make several changes to the original truck rental, also where I got the truck didn't have a storage unit available that met my needs, so she made a call and found one cheaper 5 minutes down the road

Rating:

2.0

Once I started moving my stuff out I noticed mouse droppings all over the space. Then I got to the bottom row of my boxes and 3 of them were wet. Inside the boxes my stuff was wet and there were bugs crawling in those 3 boxes. Some of my stuff were ruined. Now unpacking my boxes at home there are mouse droppings in some of those boxes as well. Gross. The least U Haul can do is refund me for this last month, especially since I moved out before the 24th. Some compassions for the damage.

Rating:

2.0

I decided to use this storage facility because I saw a promotion for first month rent free. I asked for it at the counter in person when they tried to charge me for the first month rent. I had to argue with the girl at the counter because she was trying to bait and switch me saying they will give it to me on the second month which is not what I want. I had drove my stuff and uhaul truck to the location and they were trying to manipulate and take advantage of the situation. I told her I had called the manager a few days before to confirm and he said yes it is true that we get the first month free. I even told her the exact day, time, phone number, description of the person I talked to. In the end, I got the first month free but she had given me a smaller unit than what I want.

Rating:

5.0

Great storage experience , will recommend this location to friends and family. Thank you .

Rating:

5.0

There were times when there was no staff member available. The individual there at my cleanout visit was very nice and available.

Rating:

5.0

no issues. smooth check-in and access.

Rating:

3.0

My belongings were in storage for a little over 10 years. I didn't realize how much dirt and dust would come through the closed door (as well as moisture). A rat(s) destroyed a vintage over stuffed velveteen chair. Office person said not responsible for damage.

Rating:

4.0

Staff was helpful and respectful from the beginning to the move out.

Rating:

5.0

Over 10 years of storage with no problems and helpful staff

Rating:

3.0

The online system told me to go to another location to sign my paperwork & be assigned a unit. This was a disaster and wasted more than 30 minutes of my time as they could not view my online reservation. When I finally arrived at the rental location the staff was extremely helpful & the rest of the experience was very positive. Will never return to Snouffer School Rd location.

Rating:

4.0

Overall a very good experience. Staff helpful and very courteous.

Rating:

5.0

Did you guys put the remaining balance back on my moms debit card she needs to be refunded for 17 days . Thank you

Rating:

4.0

Mr Flores was helpful with the storage unit and helped us reserve an extra unit on the spot for extra storage space we needed. Thank you!

Rating:

5.0

Thank you

Rating:

5.0

great location for me ,friendly people . will definitely recommend friends

Rating:

5.0

Everyone was very helpful and professional.🙏🏽

Rating:

5.0

Johnathan was very helpful and knowledgable about everything question I asked . He is a master at his job ,I would definitely recommend this location to friends and business associates .

Rating:

5.0

The U Haul attendant was very professional and friendly.

Rating:

5.0

Jonathan Flores was very supportive.

Rating:

3.0

Where my unit was located, the counter person did not explain that was an indoor unit. F434. I drove around for an hour before I figured it out. The door that I had to go through to get to my unit is not labeled. Please label those doors for future customers. I scratched my brand-new car cause I couldn't find that door.

Rating:

5.0

Great services as always

Rating:

5.0

Thank you!

Rating:

5.0

Excellent service! I called the 800 number to originally schedule my shipment. The service was poor so, I called this location directly. This location is extremely competent and polite. The driver who picked up and dropped off the containers was prompt, professional, and extremely helpful.

Rating:

5.0

The only incident was they had put there lock on with our lock and we could not get in. I think if your reps can communicate what type of lock is allowed, there would have been no lock out. But Jonathan resolved the issue quickly and we were able to get in the unit timely. Thanks.

Rating:

3.0

Información correcta de la octencion de las promociones para no causar problemas de comunicación ,o conflicto

Rating:

4.0

Staff very helpful. Great location. Perfect for our needs.

Rating:

4.0

I asked to see my boxes in person before the delivery. Only one of 2 was taken out when I have a 24 hr priror reqeust like instructed. Told me to come back a few hours later or the next day. Came back and still nothing. Hired movers found both boxes and delivered fine. Other than that it was good.

Rating:

3.0

I called the office and customer service to discuss my concern about safety in the storage unit facility. When in the unit during evening hours, I often found myself in a dark and isolated storage unit. When the lights went out in the D section, they remained out not coming back on with movement or walking in the hall of the. D sectipn. The lights would only come on when walking a long distance to the entrance/exit door where a sensor for the lights in the D section seemed to be located. It was a scary and unsafe environment at night. I felt very uncomfortable in the unit in the evening hours.

Rating:

5.0

The Staff at Uhaul was amazingly Friendly!!!! Very helpful in store and on the phone

Rating:

5.0

The staff at the Airpark storage unit were always kind and willing to work with me. Yes I would definitely recommend them!

Rating:

5.0

Very nice lady, beautiful facility

Rating:

1.0

Hicimos preguntas y no nos brindo ayuda ni nos explico nada porque la q atendio andaba apurada por cerrar luego fuimos a ver nuestro estorage y estaba muy frio y ahi dice q hay climate control y es falso

Rating:

5.0

I'm very satisfied

Rating:

5.0

The lady at the front desk was extremely informative and helping she went the extra mile to make sure I was good id highly recommended keeping more staff like her if you want your business to prosper

Rating:

5.0

I have had the storage unit at this location for almost 34 years! I probably hold the record for the longest person having items in a storage facility, lol. I am extremely pleased with everything about the facility but most importantly the staff who are amazing

Rating:

1.0

Lots of improvement needed! I had a terrible experience with UHaul. I was very lucky that my movers were so patient and understanding. Very disappointed in my moving experience with this UHaul location.

Rating:

1.0

Terrible moving experience from UHaul. I reserved 2 U-boxes a month and a half in advance. They didn't have a double trailer available to deliver the 2 boxes together for loading. The first box received was very damaged with the wall and floor boards were separating. Office staff couldn't locate the 2nd reserved Ubox and when my movers thought I would need an additional 3rd box, that was definitely out of the question. There were no additional boxes available.. I had to have my movers transfer everything to a 10x10 storage unit. The refund process for the boxes was then botched by the manager. I'll have to wait for my credit card statment to make sure the total refund appears. Terrible experience where issues arose on UHauls part that could have been avoided.

Rating:

1.0

I am still being improply charged for renting a storage unit which I have already returned. This has gone on for over 3 months now. I have talked to multiple U-Haul agents and this issue has not been resolved. This is basically theft and is unacceptable.

Rating:

1.0

The day I tried to moved out my stuff my room has a second locker that wasn't mine I went to the office the guy said was a payment issue, when I got my bill they changed me 10 dollars for the locker and issue the payment from the same card they said had a problem before

Rating:

4.0

The dolly was unusable, and the clerk indicated that she could not credit me for the faulty equipment. The wheels did not roll backwards. Only one wheel rolled forward.

Rating:

1.0

I rent the truck for a week and then I call to ask if I can keep the truck for an extra day and they said I just have to pay $20 and when I return the truck they charge me $99 for the extra day I spoke with the manager and he says he is only a temporary manager he ask the guy who work there about the price and the guy tell he don’t know

Rating:

1.0

I was told incorrect information and the unit I was given was infested with mice droppings. Was not cleaned at all. I will never use uhaul for anything! Terrible experience even with my truck rental. NEVER AGAIN!

Rating:

5.0

Friendly and efficient Service Personnel

Rating:

5.0

Very Awesome And Easy Process. Needed A Truck & Trailer Last Minute And Was Able To Get Set Up. Much Appreciated.

Rating:

2.0

The office always smelled like weed. And the staff always had an attitude. Simple questions were always met with an sense that I was bothering them. Poor customer service.

Rating:

4.0

I like this u-haul franchise - the staff has always been friendly and helpful. As there seems to often only one person in the office, and they are sometimes helping somewhere other than the office, it would be useful to have a bell or something like that to let them know a customer is waiting. But I definitely prefer this location over others in the Rockville Gaithersburg area as they've always been helpful and it's more personal thand the larger u-haul dealers.

Rating:

1.0

Trash service. Charging for extra with no warning. Last time I ever use uhaul

Rating:

5.0

It would be great if trucks have full tank of gas on delivery.

Rating:

5.0

Explain the return procedure at pick up.

Rating:

2.0

I specified my drop off location as Stuart, Florida on Federal Hwy. I was informed that my drop off was Tampa Florida (hundreds of miles from my destination). I was advised there was no problem dropping off anywhere. When I showed the address of the Stuart Location the info was not entered into the system.

Rating:

5.0

Customer service was great at the location is used

Rating:

4.0

Your after hours drop off process didn’t work from link. Then waited an hour on the phone All was corrected by the local agent the next day. Local agent was very helpful for check in and check out

Rating:

3.0

make sure things work...trailer light wiring harness had to be taped to frame to make it work...second time Ive had a problem at this location...first time tire on trailer was dangerously under-inflated. Use this location 4 times in last year I think... 50% equipment problems. Service is very good and I get in and out quick but the equipment.

Rating:

5.0

The entire process went really smooth. Both moving companies were communicative and friendly. Thank you!

Rating:

5.0

Only one complaint. When I returned the trailer rental two days early and the employee told me she would take it out of the system, she did not. I received a phone call stating the return was overdue.

Rating:

5.0

Customer service was fast and friendly.

Rating:

5.0

Staff very friendly and went the extra mile to accommodate us. Thanks

Rating:

4.0

Woild helpThis reservation for self storage was a result of a one way rental of UHaul truck. Without climate control present, my concern about this facility is more about the extreme heat within the facility. There was no ventilation in the storage area itself which made the unloading experience a very difficult breathing experience to say the least. Maybe fans installation would help? Thank you, Belinda Ellis

Rating:

1.0

Someone was living in the unit I paid for, paid and the facility didn’t check the unit first before I checked myself to prepare moving things . Had to cancel the unit and look else where . Still haven’t gotten the refund

Rating:

5.0

check out was excellent.

Rating:

5.0

More parking space for customers waiting to be served needed

Rating:

5.0

I could not say more good things. My experience here could not have gone better. Quick, easy, productive. Thanks so much to the manager there, she deserves a raise. As I was dropping off my trailer, she was helping another client loading boxes into the back of their car. I overheard how thankful the client was for the help and it just reassured my thoughts that she is a great person, manager, and representative of U-Haul.

Rating:

5.0

Very friendly and professional staff

Rating:

5.0

The young lady( Mananger) Journey was phenomenal with information courteous very friendly and polite! My experience was GREAT!

Rating:

4.0

My pick up location was changed --it's better if you can keep the original location.

Rating:

5.0

There is some confusion on scheduling the loading and the last available access date!

Rating:

1.0

This location doesn't allow for pickup with app. I was charged a full extra day for returning 40 minutes late but still during business hours. I even called ahead to let them know I was late. I could have originally set my return time an hour later and would have simply not been charged the extra amount.

Rating:

4.0

I had some issues with payments & getting ahold of someone over the phone, but my in person interactions have always been pleasant. However, because of the reoccurring cost I hope to never need a storage unit again.

Rating:

5.0

The U-Hual rep was friendly and helpful. Your on line check-in made the pickup effortless.

Rating:

5.0

Excellent service

Rating:

4.0

Very long and complex on line process. This may make me not use U Haul next time

Rating:

1.0

I have complained several times about being charged for gas and no one is answering the phone or even attempting to email me back. Fix this ASAP.

Rating:

2.0

This location has a huge issue with mice. I tried to move units because of location. Each unit had mice traps. The 3 traps in one unit was full of dead mice. I understand you draw them to a unit but 3 full traps is a bit much. Building B had two dead mice in the hallway. One had been there so long it was flat. One dead mouse was just there in the middle of the hallway. I cancelled my contract because I do not want to bring mice to my home. I’ve been to a lot of storage facilities and have never seen anything like this. I’ve rented here before and it was not like it is now.

Rating:

5.0

This location branch is very friendly. I will rent it again.

Rating:

5.0

Wonderful manners and service. Will use again

Rating:

1.0

There was excessive confusion about my reservation, I was was given the wrong van. I was called several times saying they were correcting the reservation. Then when I returned the van I was billed incorrectly.

Rating:

5.0

The young man who was working was extremely helpful, knowledgeable, and friendly. I appreciated his excellent service, could not have been smoother and easier.

Rating:

5.0

did a drop off at night

Rating:

3.0

The location provided a truck with no gas and it was 30 mins late giving us the truck but did not adjust the time to reflect the delay. Drop off was convenient and the truck was otherwise in good shape but there was little-to-no communication at time of pickup so the process did not go smoothly. I’m not sure if that is more a function of the electronic check in procedures or the staff at the location. I’d add that customer service in texting form off the website was very good once I was able to speak with someone.

Rating:

5.0

The young lady was very helpful at this location.

Rating:

3.0

There's was discrepancy with my online contract and the actual contract received at the store, because of the discrepancy I was charged $14 for service I didn't request/need. I try to resolve the issue amicably but to no avail.

Rating:

5.0

Great staff, very accommodating

Rating:

4.0

bring the truck to the customer - not have the customer hunt through the parking lot to find the truck.

Rating:

4.0

I did the after hours drop off. It took some work to figure out where to leave the truck. The parking is not intuitive. Still, a good drop off experience overall.

Rating:

5.0

Convenient place and very good customer service

Rating:

3.0

Upon pickup, the code I was provided for the lockbox did not work, and it took a while to get someone on the phone. She was extremely helpful and luckily had access to other codes for that box so we eventually found one that did work. But it is clear that whoever put the key in the box and updated the system with the lockbox code needs some additional training. Upon returning the vehicle that evening, the U-Haul website was down...I believe it was for maintenance, but there's no way to know because there was no splash page to indicate what was going on. I've been in IT most of my adult life, and have overseen countless software maintenance activities. Never have I seen where a major site goes completely dark with no indication to the user community about when it will be back up and more importantly, what to do if, like me, you were in the middle of a transaction (i.e. dropping off the truck) I am NOT happy about how that was handled...I realize it's a IT corporate issue, but that activity Sunday night was really poorly executed. Whoever was the manager for that completely failed! I can't begin to imagine how much revenue was lost simply because of a lack of outward communication.

Rating:

4.0

The site manager was very helpful with the process and went above expectations to clean out the unit so that I could move into a clean outside unit that was the last of that size available. I’m thankful for her.

Rating:

2.0

This location was clueless about the online registration. I had everything completed so I could quickly grab the uhaul and go. They told me they had no idea what that was and had me go in and do everything over again, which took forever. While it wasn’t a huge deal, it was slightly frustrating because we did the mobile pickup because it was a quick and convenient option and then we were told it was unavailable to us.

Rating:

5.0

Good customer service 👍 and very good place

Rating:

4.0

the bill is incorrect. i added fuel to the level at which i picked up the car. Please advise. ron The windshield was dirty.

Rating:

1.0

The first truck I was offered had a flat tire. During the indoor check out process (which originally I was set up to do mobile check out), I was asked what time I would return my “full-day” rental. I assumed they want an estimate so they could Plan to receive the truck. It wasn’t explained that the time I provided would amend my full day rental to something less than that and I would be charged 100% of the rental price in a penalty if I arrived later than that time, even though per the online offer I had until close (5pm) to return my rental. I was shocked when the uhual employee explained I would be charged a 100% penalty for being 15minutes late. When I tried the explain my confusion about the policy, the uhual employee Journey Stephenson told me to stop explaining because quote “I already know what you’re going to say”. When I asked to speak with someone from customer service, she replied I am customer service. Furthermore I asked Journey if the online offer says full day and if (absent of asking for a return time) I returned the rental before closing if the rental would be the same price, then why shorten my rental to less than a full day and without mentioning it make me liable for a potential late fee as a result of a poor time estimate (me being 15mins late)? Journey replied “it’s in the fine print, you should of read it!” I feel the way this policy is implemented (not brought up at check out) is intentionally deceitful and misleading.

Rating:

5.0

the staff in this location. are polite, helpful, I hope some one read this and give them a raise!!!

Rating:

5.0

Please update inventory on EVERY location, online I rented a 20’ only to find out that only 15’ were in stock and not even a one way. The person behind the desk was very helpful in finding a solution, but this all could have been avoided guys.

Rating:

5.0

Location is great, employees are friendly, direct and get you going about your business as humanely fast as possible.

Rating:

5.0

No need for improvement

Rating:

5.0

I wanted to thank Sofia Burgess @ Randall location in Rockville, for helping me with the rental process qnd referring me to the location that had a trailer. The staff was helpful in general. I would be coming back to meet my needs in the future. Thank you

Rating:

5.0

Great customer service. Friendly. Will rent from here again. I used the cargo van and it rode smoothly.

Rating:

5.0

In the middle of moves---from house I've been in 16 years--to a temp place (thus storage) to eventual a new home. UHAul trucks and storage have been a lifeline--thanks

Rating:

5.0

Very happy with the service and attention

Rating:

5.0

Very good customer service keep doing doing good customer service.

Rating:

5.0

Excellent , timely and friendly service. Thanks for making my move easy and trouble free!

Rating:

3.0

The moving helper staff arrived at our apartment 2 hours late! The staff said that it was because U-HAUL forgot to contact with a forklift operator. It was no professional. In our move-in in Chicago, the delivery was canceled due to heavy show. However U-HAUL did not let us know about the cancelation. In addition, you did not tell us the time window of delivery on the next day. It was ridiculous. We will never use your service again.

Rating:

1.0

I would never recommend uhaul ever again. the manager on duty was rude, not helpful, didn't even try to help resolve the billing issue. No location to park large uhaul rentals with No parking signs everywhere on the facility

Rating:

5.0

Everything was very easy from start to finish. Clear instructions about Checkout process. Would recommend this facility to others, and would use them again in the future if needed.

Rating:

5.0

Very knowledgeable, helpful and friendly staff. Even with multiple customers in line, and the phones ringing, they were polite, patient and attended to everyone's needs. Thanks!!

Rating:

5.0

Super efficient and professional

Rating:

5.0

Everything was great. Keep up your friendly and efficient customer service.

Rating:

5.0

Friendly and efficient staff! It was a very nice experience!

Rating:

5.0

Journey, the Manager, was very professional, knowledgeable & friendly in every aspect of the process. The units were clean & access was easy. We plan to use your facility whenever the need arises. Adele Branthover Curiosity Consignment

Rating:

4.0

The storage was not clean, but the lady asked if we wanted it clean, which was nice of her.

Rating:

2.0

Really hard to find F041x storages! It's in a door without any notice on the door like "F0400-F0435" on the door! who'd open it! First took me a long while to find F, then it took me half an hour to find my storage place! When I arrived at my designated storage room, there's a green lock on it without a Silver lock! not as described in my check in confirmation that "the lock is in your room". No lock. and without going out to the office again, I couldn't even open the door. Had to find the officer in total four times to finally be able to get in the room and store stuff. Really BAD SIGNS for first timers First, You really should add more signs on the gate itself showing, oh here is building A to F, and that office gate is G to H (just for example.) Second, show signs on the door that some storage room are behind the door!!!! I went all around the building and couldn't find my F014XX room. Third, really , if there's only one person there, how's she be able to leave and show me directly the room? The reason it took me over half an hour and four times back and forth to the office is because she couldn;t show me my room directly the first time. Or give me paper directions, or the gate/door clear enough for directions. All in all, need improvement in self-guiding first timers !!!!!!

Rating:

2.0

I Thanks

Rating:

1.0

a black girl work there I think a kind off new the worst customer service I have never seen my life, she is so unprofessional. also the young Spanish girl and the store manager they're very good customer service. I'm not coming back this place never again also I don't recommend for any body 😸

Rating:

3.0

Everything was fine but sometimes when I would come to use my storage area it was blocked by U-Haul equipment. That was only one person working in the office that was a line and they could not come and move the equipment.? That was very inconvenient and time-consuming.

Rating:

5.0

Front desk assistant was pleasant and nice to work with and highly recommend the facility just because of her.

Rating:

5.0

The staff at this location are very helpful,friendly and welcoming.

Rating:

5.0

Journey was very helpful and provided excellent service.

Rating:

5.0

Sophia Burgess was great to work with. I arrived several minutes before closing and she went the extra mile to stay and get me my storage unit. Great job!

Rating:

5.0

Journey is great. Super energetic, great customer service, friendly, and hard worker!!!

Rating:

5.0

no

Rating:

5.0

The young lady was very friendly and helpful.

Rating:

5.0

The best services

Rating:

1.0

Manager was not helpful and don't what to do when I had a $200 over charged dispute on my credit card. Poor and dirty facility, full of mice. I am glad I checked other nearby facility and moved out.

Rating:

5.0

Staff was great. I am still waiting for a refund of the unused boxes (new) I brought back. They weren't able to apply a refund to my card. Would appreciate an update on that matter. Thanks!

Rating:

3.0

My unit was used to store outdoor camping equipment, tires and a trailer. From the start my unit had large amounts of mice activity, poop urine, nesting and eating damage. The roof leaked water as wel

Rating:

5.0

I never expected or experienced customer service like this before. Dionte the GM help me with my move from start to finish and made sure I had what I need and provided helpful recommendations.

Rating:

2.0

I am still having problem with the billing

Rating:

2.0

Me están cobrando el recargo de un mes que no estuve en sus instalaciones, por lo tanto no lo recomiendo 😡😡

Rating:

5.0

Great place and friendly crew

Rating:

5.0

Everyone was terrific and very professional. My possessions are safe and accessible. Not all places are the same - this place is well run - you will be pleased and comfortable. The pricing is A+

Rating:

4.0

Thank you. Enjoyed our time there.we moved to a unit that was closer to home

Rating:

5.0

Excellent service!

Rating:

5.0

Outstanding customer service.

Rating:

1.0

After being lawful customer for 13months, I found my thing with rats feaces and I had to pay $50 because I lost my keys during moving process.

Rating:

5.0

always a pleasure when i go there. very professional and friendly.

Rating:

1.0

Rent me a unit, I unloaded my trailer to discovery 30 min after that my unit was out of system and I was moved out, need put all my stuff in the truck again and go find another U-Haul to rent, insane

Rating:

5.0

Sophia was friendly, efficient and helpful. She knew how to make the process go smoothly and was able to help us switch to another unit with larger space without delay. Thanks!

Rating:

1.0

There are millions of mice lives in this facility and I found out the hard way that the insurance is BS and will not cover anything...it was one of the worst decisions I've made to have Uhaul storage

Rating:

1.0

The security gates were often left open for long periods and the pace was infested with mice. Ineffective methods were employed to rid the place of said mice. The mice damaged some of my property.

Rating:

1.0

Mangment sucked had mice

Rating:

1.0

Very unsatisfied. Rodent droppings throughout the facility and smelled of urine. We made several calls to complain and even went to the site to make the staff aware. Very unprofessional.

Rating:

5.0

i am so glade to have an unit with you .The service is great ,warm and helpful .

Rating:

5.0

The U-Haul staff was helpful and the storage area was just what I needed.

Rating:

5.0

Owner terrific. Staff excellent. This is a business doing it RIGHT.

Rating:

4.0

Kossi Day provided excellent customer service and also a solution to a logistical problem.

Rating:

5.0

Everyone I have dealt with at this locatiin has been excellent and very heloful. Particularly the owner.

Rating:

5.0

These people are great! Friendly and helpful.

Rating:

5.0

Very well coordinated service,Thank you agAin.

Rating:

1.0

There were mice in the container which damaged some of my things. I tried to resolve but was told I have taken the damaged things away and nothing could be done now.