I dropped off after hours so I can't really comment on anything besides saying it went smoothly.SARAH S.
Customer Reviews for U-Haul Moving & Storage of Gaithersburg
Gaithersburg, MD 20879
Services at this Location:
- 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
- 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.
maybe a dolly im the vehicleCHAKONA T.
Customer did not leave a comment.ERIC A.
Customer did not leave a comment.tim G.
Customer did not leave a comment.IRMA G.
Customer did not leave a comment.AHMED F.
Good experience, I recomend this Uhaul facilityBarbara M. | Overall Experience
This the second time I had to pickup from this location, they have really poor customer service and always force you to make unnecessary purchases, what would have have been a $29 rental ends up costing $139MOISE T.
people not knowledgeable and made me pay for an entire day and overnight when I only needed and wanted it for 2 hours onlyElias B.
Make sure that what I reserve is actually there, I put a furniture dolly on reserve. When I got to the pick up site, they didn't have one. What? That almost cancelled the whole effort since it's hard to move without one. I ended up having to buy one on the spot to continue the planned move. If you have one for reserve on your system, it should be there at pickup time.Jerry R.
Customer did not leave a comment.CAROLYN M.
YOU DOUBLE CHRAGED MY CREDIT CARD PLEASE REVIEW I WILL FILE A COMPLAINT AND GET MY MONEY BACK.DONALD F.
Customer did not leave a comment.FRANKLIN A.
One of the locks I had purchased from uhaul did not unlock at delivery and we had to remove the door to empty it. That aside â€¦ a good moving option with the pods.Jim M.
Customer did not leave a comment.SINAN MUNEER H.
The vehicle is so poor that it was having a bad noise while running. It took about 15 gallons for a 100 mile run. Returned the vehicle early fearing that it could run into trouble. The associates in the location sounded so careless and didn't bother to check on the issues I mentioned, defending the condition of the vehicle. My First bitter experience with U-Haul in 13 years.K T.
Customer did not leave a comment.JESSY C.
Jonathon Flores (the manager of this location) was very professional and hospitable. He was always helpful and made the process so much easier. He deserves a raise and recognition. I will recommend this location to family and friends.Tiffany P. | Overall Experience
Customer did not leave a comment.Katherine B.
Customer did not leave a comment.GERARDO V.
U Haul Rental Review To paraphrase Shakespear, â€œOh U-haul, how I hate thee. Let me count the waysâ€¦â€ Allow me to explain. I have never in my many years experience of running businesses EVER found a business that angered everyone who walked through the door. I had a reservation to pick up a 10 foot truck at 9:00am Saturday morning. When we (myself and friends who where helping with the move) arrived, we were the fourth person in line to pick up our keys. Yet still it took an hour to make our way to the counter and to get the keys to the truck. It was abundantly clear that the employees at the rental counter have only one speed. Slow. There was not acknowledgement of the tremendously long delay, let alone any form of apology. Literally everyone in the store was angry about how long it took to process each rental. When I got to the counter, it took nearly 20 minutes to process our rental. This was largely due to the fact that our rental agent had not the slightest clue what he was doing. It was as if it was his first day on the job. A fact that I could forgive had there been some mention of that fact. Something like â€œHey, sorry it's my first day.â€ I could understand that. Everyone has a learning curve. Finally, the other rental agent after a multitude of questions relieved our â€œinexperienced agentâ€ and took over the check out process. Great! Right? Wrong. Well, the new guy wound up stopping every 10 seconds to help the original guy, leaving us waiting. The whole time, not one word was spoken to us other than â€œ I need your drivers' license.â€ Finally, we get our key to our truck. They keys are handed off to us with the instructions of â€œThe truck is out there somewhere, I don't know where, you will just have to go find it.â€ Grrrâ€¦ So off we go, now late to our appointment to find the truck. When we do, we find it parked so close to the car next to it, my skinny self could almost not get in. Ok, possibly not their fault, could be a customer whom lacks the ability to park their personal vehicle. However, we were so angry by the seemingly eternal wait, that it was just like salt in the wound. At the time, I blamed U-Haul. Maybe I should not. But in past rentals with U Haul the truck was always brought around front for pick up. Then we get in the truck and the visor is missing, the radio buttons don't not work and who knows what that smell wasâ€¦ As I start to pull out, light for the tire comes on. Now, even later for our appointment, I have to stop and put air in the tire. While I'm down on my knees putting air in YOUR tire, my friend goes inside to get some help with the tire and compressor. She is met with, â€œWell it's cold.â€ This has nothing to do with the tire light being on and it should have been checked before the vehicle was given to us! Low tire / flat tire = safety issue. One that clearly your staff did not care about. When my friend asked for the manager, the counter person said â€œI have no idea where he is.â€ Then proceeded to move on with what they were doing. We were late to our appointment due to the train wreck that was this check out process. Our appointment was to pick up a LARGE donation being given to the Non-Profit that I work for. The inexcusable delays by your rental counter and me having to put air in your tires myself caused the donor to miss his child's ballet recital. I mention this because it was clear to us and everyone in the storefront that the rental agents DID NOT CARE AT ALL about any form of customer service / nor the safety of the vehicle they were renting out. They need to understand that their actions sometimes have an impact on others. In this case they had a negative impact on a generous person who was trying to do good. They might not care about the his child's Ballet recital, but I guarantee that it was important to him. Finally, when we returned the truck, I parked it in the appropriate place and went inside to return the keys. The lady said just leave the keys in it and leave the window open. We will check it in later or tomorrow morning. Are you kidding me? Did she think I was going to leave the keys to the truck that I'm responsible for in an open vehicle? Overnight? Uhm, NO! I said to her that I would like her to just check it in now so I'm no longer responsible for the truck. She said â€œno, just leave the keys in it with the window open and we will get it later.â€ WHAT??? There was literally NOBODY in the store and she was sitting at the counter not doing anything!!! I insisted and she did in fact finally come out and check the vehicle back in and give me a receipt. Bottom line, this was such a miserable experience, I simply can't believe that the location is able to maintain any kind of repeat business. This rental experience was completely unsatisfactory and my intent is to share this story with anyone who will listen and share the review on any platform I am able to find that will list it. Maybe it will spur some action form U-Haul to address what is going on out there. Wow.MICHAEL T.
Customer did not leave a comment.LUCAS C.
Customer did not leave a comment.ulysses H.
Clean inside better, cigarette ashes all over steering column.DONALD S.
Customer did not leave a comment.COREY W.
Customer did not leave a comment.SUSANG S.
Clean the trucks make sure they are road safe. My truck smelled like vomit and beer and the muffler was falling off and detached in 3 places and i requested a dolly and it wasnt in the truck. The transmission kept slipping like i was very dis satisfied with the truck. The customer service sucked too. I waited in line over an hoir to even sign for my truck when i had a reservation the lady that help me was wam bam thank ya mam getting me out quick didnt answer any questions and wasnt friendly. I also was left to my own devices in finding this truck and checking it out every other uhaul ive used yoi go with a team member and find and check over the truck before taking off to make sure everything is good.. I will not ever use this location again and the truck i had should be taken out if service. When i return the truck the same lady that help me in the morning told me that no manager or supervisor was available and this was around 3:15_3:30 there should always be a manager able to assist.ANNIE D.
Great customer service and excellent technician who worked with me for the installation.Matthew S.
Fast and friendly.JEFFREY W.
Nothing. Great staff. Timely finished.Rosanthal D.
I recommend this place Everything is easy and the people is very niceJANER B.
Customer did not leave a comment.JAMES J.
High prices for the space provided.STACEY A. | First Impressions
the U-Haul signage is difficult to see when coming over the hill at the speed limit; maybe raise or move it?jesse G.
A very simple and easy process from start to finish. Making reservation was a breeze. Customer service was very friendly and helpful. Gentleman at the location was professional and courteous. I believe his name began with the letter F. Overall great experience! Thank you.MICHAEL Z.
Customer did not leave a comment.STEPHANIE J.
We were given a confirmation for one location but when we got there we were told the truck was at a different location across town. No one called or text to let us know. And the truck was dirty.tonyell S.
Customer did not leave a comment.TEGEGNEWORK E.
Customer did not leave a comment.EMILY M.
Not sure why I got charged for gas ($27.50). I put $30.00 of gas and left it how I got it. There's no clear communication with the customer.HENRY G.
Customer did not leave a comment.MARIA J.
Customer did not leave a comment.TAYLOR L.
Customer did not leave a comment.KOI B. | First Impressions
Shorten the wait time on hold for a customer service representative, please. Thank you. ðŸ˜ŠMARK S.
Is the person that checked me in said that she would email me a receipt I never got one I found out it was never checked in periodDouglas M.
Thanks good serviceJOSE S.
Natalie did a great job helping me get the truck and making sure everything was fine, thank you so muchLEO M.
Pull the truck out of the parking space and bring it to the curb for me when checking it out. I don't like trudging up the hill and trying to climb into a slanted slippery truck seat, lol. I suppose I could have asked for that service but did feel like I was on my own there.ESTHER S.
Good serviceSANTOS P.
Please enable IPv6 on your website.WEST C.
4 pin trailer wires were taped together. Staff were not very friendly.JAMES K.
Customer did not leave a comment.ALEXANDER P.
Tire pressure light was on when I picked up the truck. And returning was a hassle. Nobody really paid attention while we were waiting in line.BISOENPERSAD S.
Customer did not leave a comment.Reeshemah R.
Had to drive an hour away to pick up a trailer because the one I was suppose to get from this location was unavailable and I booked it over a week in advanceRODNEY B.
Customer did not leave a comment.Benjamin D.
Facility was clean and easy to access! Staff was knowledgeable and friendly. Only wish there was a couple more to help move the line along because it usually would get busy in the office area.BENJAMIN D. | Overall Experience
Customer service is great... Parking lot lay out is horrid!REUBEN W.
The reason I said NO Re: helpfulness at the return site, there was none: I drove in, signage is confusing. I was rudely directed to a different place in the yard, then could not find any personnel. After ~10 minutes a patron pointed out a woman with no visible name tag or vest or indication that she was a UHAUL person, for me to speak to regarding where to leave the trailer. From then in all was easy. Identification of your personnel is necessary.richard E.
The drop off was fine, but when I explained I received a smaller truck then ordered and wanted a credit they advised to call into the company. On both ends of the experience, customer service was lacking.Michael P.
Customer did not leave a comment.Eduardo B.
Customer did not leave a comment.Roselyn G.
I had ordered a dolly but when I picked up the equipment I decided not to take it. Was told it would be removed from the bill. When I returned the equipment I asked again and was told the same thing, however when I got my Ã©-bill it was still on there and had to call. Hoping it gets taken care of. Haven't received any confirmation yet though.DEBORAH S.
Customer did not leave a comment.Paul S.
The people supporting the Snouffer Rd location were so incredibly helpful. The truck was rough. We moved to Marylard 12yrs ago and I think this truck was on the road then. It has 2 engine noises when accelerating that had me convinced I wasn't making it home last evening. But despite the equipment age, I'd come back to this location sure to the great humans there.JASON P.
Very spotty cell phone service which made pick up @ 5:30 am a bit cumbersome. Perhaps wi-fi availability would help. The rental truck gas cap was missing the top which made opening it a bit tricky.Ronald H.
Customer did not leave a comment.MYNOR S.
Customer did not leave a comment.ABDULAI T.
Fast and friendlySTEVEN M.
The vehicle had faulty electrical connections in both the cab and cargo areas resulting in an audible tone even though the headlights were turned off. This reflects poorly on pre-rental safety inspections.Christopher M.
Customer did not leave a comment.Matthew P.
Customer did not leave a comment.ANNETTE G.
Friendliness is a must. Inform customers about wait time for a new reservation. Was told today by a male employee that no van was available. Left, went online and 10mn later I came back with a reservation.OUSMANE F.
Customer did not leave a comment.debbie B.
The equipment was good, no issues but the process to check out after hours is too long and the TV boxes that you selling are not comfortable to keep the items safe.MANZAMA ESSO K.
Customer did not leave a comment.GABRIEL G.
One of the cashier was not wearing mask.NAMIK B.
Customer did not leave a comment.JOSE B.
Customer did not leave a comment.EDITH V.
Excellent service, friendly and helpful staffARLENE V.
Customer did not leave a comment.ANGIE C.
Customer did not leave a comment.Rose S.
Customer did not leave a comment.Janice M.
Truck needs more maintained in order in good condition.YI C.
Customer did not leave a comment.GILBERTO R.
A clean car.REBECA G.
Guys there was friendly i point the brakes problem to himDennis A.
Customer did not leave a comment.ANDREW P.
Several â€œcheckâ€ lights on, low tire pressure, etc. visor mirror broken and hanging.PATRICK H.
Customer did not leave a comment.DONNIE M.
Hire more staff or try to bring on additional staff during high peak for moving.Keshia C.
Customer did not leave a comment.Bonnie Ha B.
Rude staff Each truck is supposed to cleaned after each customer useADELINE S.
I was charged more than I was supposed to with no applications. Someone was supposed to call me to explain my bill but she just called me to know where I put the keys. Also, there's no indications about how to return the truck, I arrived there to return it and it was closed. So, I call them and got on hold for about 40 mins so I decided to go online and check how to return it. I left the keys in a locker I found. Knowing that this locker can be accessible by anyone because the password is written in it. So I had to leave the key with no real security and also they billed me for the overtime even though it was not my fault.Ndeye N.
The customer service at this location is Very very POOR ! The agents gave me the keys on 2 separate visits and point you up a bill around the corner to pick up your rental. I ended up finding my rental after walking around for 10 minutes or more and it was blocked in by 2 other trucks. I then had to walk all the way back down to the office and stand back in the line for another 10 minutes or more to have someone move the other trucks to get out in the one they assigned me. The second visit I was overcharged on mileage and charged for a dolly I did not request as well as a $25 cleaning fee when I left the truck clean. I called the store to dispute the charges and was left on hold for 30 minutes and no one ever returned to the line. I then called back 3 additional times and they picked up and hung up on me. I called back and they let the phone roll over to Customer service and I was able to get my refund. I am a repeat customer who will pick another location the next time I need to rent.Nicole D.
The shifter was falling off. Key was hard to get out of the ignition. The truck was all over the highway, something is wrong with the steering linkage. I reported it to the checkout lady and she said all the trucks needed maintenance. Most likely never will return to uhaulMICHAEL C.
Customer service personnels spend most of their time on their phones. So their can't even see a customer standing or their ignore customers. Also when you drop off a rented vehicle in a day time, I believe that you should have a feedback right away instead of telling you we will sent you the bill.MABERE T.
great serviceBETTY B.
Not happy at all! I booked my reservation online 2 weeks prior then on the day before pick up I got a call saying my pick location changed reserved pick up location was 2 blocks from my house new pickup location was 16 miles away. Also, my drop off location changed as well had to drive 3.5 miles instead of the original .9 miles. Also, was charged $20 for 4 gallons of gas absolutely no way I was under by that amount maybe 1 gallon and that's being generous! Look for another company!Jason H.
I found the staff at this location particularly helpful they deserve recognition. They were both friendly and efficient.JUDE C.
Customer did not leave a comment.SADRAC D.
Customer service was also very good.ANN R.
Staff was helpful. Equipment was clean. Seemed as if front end was not aligned. Truck wanted to pull to the right.RICHARD H.
Customer did not leave a comment.Michele G.
great location. great cusomter service!Jonathan C.
N/ARennee H. | First Impressions
Customer did not leave a comment.CARLOS M. | Overall Experience
Too much activity from my former 1280 storage.Abdulai b. | Overall Experience
Facilities were well maintained and clean. Access and security a plus. No bad encounters. I would recommend.MICHAEL M. | Overall Experience
Customer did not leave a comment.Sean B. | Overall Experience
Had to hook up trailer myself on pickup and drop off, trailer had no parking brakes and could not be secured safely. Never had to hook or unhook trailer myself before.Robert B. | First Impressions
Thank you for managing and running a customer service oriented business.Jackie R. | First Impressions
Wish the storage access was open later.Michele A. | First Impressions
There is ample parking for your personal vehicle. They were out of furniture dollies for rental, but they did have them for sale.Pamela G. | First Impressions
Customer did not leave a comment.ZACHARY D. | First Impressions
I was given a storage room that was already occupied! So when my movers went to move my items in the storage unit, they couldn't. The office was closed and their manager's 24 hour emergency number kept going to voicemail. Horrible experience ever! Now I have a uhaul truck full of my items sitting outside of my apartment building. Be sure to check your unit BEFORE you decide to move in after hours!Regena W. | First Impressions
Customer did not leave a comment.Jennifer N. | Online Move In
My only concern is that I went to the facility after reserving a non-air conditioned unit. When she asked me what did I want I said a non-air conditioned unit. The lady behind the counter then proceeded to give me what I now realize is an air conditioning unit. The items that I'm storing do not require air conditioning. She has therefore double the price of what I have to pay monthly which increases the chance that I might not be able to pay. I was trying to get a unit that I'm sure that I could afford every month. Why she decided to give me whatever unit she wanted confuses me. The reason I went to that facility is because I went to my U-Haul account first and checked locations where I can find a non-air conditioning unit on the first floor. I don't want to ride elevators so I wanted the first floor and I don't need air conditioning. The ad also said something about a month free which she first confirmed then later told me oh my manager says that only applies if you had a one-way U-Haul rental.Vincent B. | First Impressions
Using this location for years and no problem st allMAX M. | First Impressions
Customer did not leave a comment.anthony a. | First Impressions
Customer did not leave a comment.Joan C. | First Impressions
I selected no for access because if I have a entry card and a key for my lock, I should be able to load or get something from my space anytime I need. Also, must do something about alarm that sounds every time I use my space.Robert K. | First Impressions
Well run store.Richard G. | First Impressions
Natalie was fantastic to work with in every aspect of my turning in of a trailer rented in another State, and rental of an inside storage unit. Jonathan Flores, the General Manager, was very cooperative and agreed to my requests which I presented to Natalie.THOMAS G. | First Impressions
Eric knows his job. He took extra time to explain the rates, unit sizes, and walked me through the procedure. Very experienced and friendly. He made everything easier for me.Cecilia A. | First Impressions
I requested a refund of a late fee in July. The location manager apparently issued a VIP certificate that I never learned about. I followed up with him 3 or 4 times without a response. He still hasn't responded to me. I had to email email@example.com to get it credited to my account. Lastly, I was told by an employee staffing the office front desk that we had to access our storage units during office hours even though the posted access hours are outside office hours! Had they posted that information somewhere, that would have saved me a late night trip to the facility when I couldn't access my unit!Joaquin C. | First Impressions
Met our needsMark G. | First Impressions
Jordan assisted me and provided excellent customer service. He was knowledgeable, informative, good attitude, & pleasant. Overall, I like this facility and the various options; I hope alarms wrk soon.nanci D. | First Impressions
24 hour access not available (card activation didn't work) which defeated purpose of renting unit while boyfriend also had truckJennifer C. | First Impressions
Juan did a great job of setting me up and introducing me to my storage unit, as well as getting me into my rental van and on my way!Martin S. | First Impressions
Additional Services at this Location
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