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Juan O.Customer Reviews for U-Haul Moving & Storage of Gaithersburg
Testimonials From Recent Customers
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I was charged $148 for 58 miles. The truck was 15 foot which was 39 .99 at 8021 Snouffer School Rd, Gaithersburg, MD 20879.
AMINATA C.Very professional and very respectful to me as a customer.
Suzanne N.I'm not sure if it is the location or if the blame should be on Uhauls business model, but my experience was nothing short of a nightmare. I drove to the store 2 hours away (only location that had my truck apparently) just to be told my truck was not there. I drove home. I was called and told the truck was there. I drove back. It was not. I waited for 2 hours and begged for a truck because I had loaders and unloaders scheduled (non refundable) and uhaul did nothing. By some miracle, the truck I was suppose to have the day prior rolled in to the store 5 minutes before closing. I got the truck (fuel was almost empty) and left knowing I would use penske for all future moves. Never again Uhaul.
Erik S.Super nice and understanding.
Brenisha K.Promised equipment wasn't available. Stuff is not knowledgeable nor helpfull.
Nikolai S.Excellent service!
Hari S.Too the keys the next morning and parked it on the drop off carport. Guy offered to take care of it and that was it. Simple and short interaction- no complaints.
JOSE N.They need to have a better visibility is hard to tell where the line start too many items blocking the counter view, more knowledge of when their equipment has been returned.
Agustin C.keep your promises. i booked a 26' truck almost a month in advance just to find out they did not have one available the day of my pick up. Instead of a round trip, ended doing 2 round trips and paying for more gas. very disappointed and this was my 2nd rental for this month.
Dennis S.I didnt have my phone, nor was I told I needed to do a walk around or anything else ..Moved from Clarksburg md to Germantown md over 2 days 4 trips..and they charged me 398 dollars nor did I recieve the 2 dollys I was charged for
abbygail H.The lady just told us to unhook the trailer and put it In a space? No one came to help. The assistance device had a flat tire. We dud the best we could but, We were concerned that we would not get credit for Returning the trailer.
Dorothy V.Really didn't need the motor cycle trailer when needing another trailer have opted for a smaller utility trailer
Penny W.Agent "Lee" was graceful and creative to accommodate client with solutions to meet the clients needs. Their prices on moving supplies were unbeatable compared to the two major hardware supply companies. Senior management : Please let those who manage exceptionally to recognize their ability to perform under extra high holiday travel demands.
Kenneth R.The front desk team of two women Friday morning were very efficient, helpful and friendly. Thanks to them!
Martin S.I liked the attendant
Theodore H.It was not communicated with me at the time that I began my rental that there were issues with the alarm system and that I would not be able to access my unit after hours. The manager was helpful getting in, but we only got ahold of him after about 20 minutes of calling. If this information would've been provided at check in, I would've been aware that I could not access the unit after 7 and would not have driven 2 hours to access my items. After this issue, I immediately removed everything and checked out to not deal with the hassle.
SYDNEY M. | Overall ExperienceThis full scale U-Haul facilities are well stocked and have staff that know U-Haul equipment.
Mark H.The cusomer service lady in this location is very rude and uncooperative she canceled my return location and changed She also put me on hold for 15 minutes when i called
Dereje Z.Best U-haul location in the area.
Dennis S.The staff were friendly and helpful. My comment is more focused on the app side of things. When we arrived the app produced a connection error and was initially unable to complete the check-in process. When I finally got it to go through, it said that my rental qualifications were "pending approval." Since we've used U-Haul a few times in the past, it felt like my information should have already been on file and there should not have been any issues. Secondly, the price I was quoted online for 25 miles was around $50 but the actual total ended up above $60 because there is a 50 mile minimum (according to staff). Overall, the online experience was a significant problem.
Andrew H.The van had two tires that were under inflated. Had to switch to another van.
Ricardo C.I arrived at opening time. The manager never showed up to work, leaving the staff to have to break into the rental office with a screw driver borrowed from the gas station next door. Once inside, they changed my rental contract, shortening it by a day, resulting in extra late fee charges when I returned the truck at the end of the reservation. I've been renting from Uhaul for years, normally without problems, but this experience was particularly bad. I blame poor management and a leaderless, flustered staff.
Jason C.Didn't have enough blankets for rent
Carla F.My truck was unavailable at 11am and I had to reschedule three different times. My confirmation was for a 17' truck and I was given a 10' truck at 3:30pm at a different location which refused to accept my credit card. When I got home to start my move, I noticed all my requested equipment (dollies and blankets) were never placed in the truck. So wound up paying my moving guys extra for waiting around for 4 hours.
DINHA D.The clerk that assisted was friendly yet professional! He acknowledged me as soon as I walked in and answered my questions completely!
Jan S.Very helpful and respectful and definitely would come back and also refer y'all to others
Jacob H.Trailer had a hole in it. Looks like it was there a while
Steve T.My rental did not look like the photos during check in.
Brian O.Great
daniel C.Gas was not full when we got it, still got overcharged. Very upset with how staff didn't handle our issues & was charged way too much.
Frank T.Friendly, helpfu,l professional
Alan H.I always rent vans and trucks from the Snouffer School road location. Never had any issues until yesterday. Rented a pickup and the tailgate would not open. I called the rental location initially after waiting on the phone for 20 minutes, and the young lady answered. She said she had no idea how to help with the tail gate, and connected me to the roadside assistance line. After she transferred me, I waited 15-20 minutes and no answer. I called back the rental office again, and received a similar answer again that I would have to call roadside assistance. I demanded to talk to a manager. The manager sent someone out to take a look a the tail gate, and he confirmed that it was not functional. He then proceeded to get me another truck ( appreciatd his follow through and getting me another truck to resolve the issue). I understand that mechanical equipment can break however this delay caused me to not complete several task that I wanted to accomplish with this rental.The rental locations needs a better process for roadside assistance. You can't expect customers to wait 20 to 30 min on the phone and get no response. If the customer is delayed due to an equipment malfunction, it's only fair to extend the rental.
Arsalan A.Everything was great 👍
AMILCAR A.Great customer service!
Gisele R.The truck I rented had a leak somewhere in the roof. It ruined a sofa and there was a lot of water in my mattress. I'm hoping it doesn't start molding. I did advise the gentleman at drop off.
Luke O.Uhaul moved our pick up location at the last minute, which was frustrating because it was in the opposite direction that we were going. But, you did call to let us know and everything went very smoothly after that. Everyone at this location was professional and the whole process was very efficient. Gracias.
Allison M.clean vans before renting
Jashan V.Unlimited miles
Kenneth K.I had an reservation/appointment for 10:30am. I arrived at 10:28am and waited for 65 minutes to be helped. There has got to be a more efficient way to get people what they have reserved online. Also what's the point of giving a credit card for the reservation if it is literally saved nowhere? Returning the trailer was even more of a nightmare. There seems to be no easy process to check back in. Also the trailer still had lawn crap in it from the last user. Lastly, I rented the trailer for 4 hours but brought it back within 2. It would be nice if the amount charged could be prorated.
Kimberley P.Nice and pleasant person at the customer service or front desk must be nice…
alfonso B.Everything is good
Gerardo H.You more people to save customers
godwin C.I still have not been emailed a receipt.
Thomas R.Uhaul in Owens Mills 10435 Reisterstown Road called me and specifically said the truck was available and ready for pick up the for the date of the rental. Unfortunately, they proceeded to rent out the vehicle for an in-town return and the person did not return it. We then had to drove another hour to find an available truck and it was a smaller size that originally rented.
Fiona P.Improve the check in/out process. I don't I've ever managed to pick up equipment and be on my way in under an hour. The website is broken for returning your equipment as well, it will not let you complete the process.
Senon G.Cleaning wiping out vehicles before next customers use
DOMINIQUE S.To get more staff to attend to customers need on time, there was only one teller that day I went to pick up.
JESTINA K.Great service in all ways!!!!
John B.truck was beyond dirty. AC didn't work. Radio didn't work. Sounded like it was about to fall apart. If needed for longer I wouldn't have accepted a truck in that condition. So dirty!
Justin N.I would have liked to have invoice of what I was charged but never received one. They just had me leave the U-Haul outside with key in it. I would still like to have the receipt
koline H.The staff was not the most friendly or cooperative. My initial phone call, the gentlemen who answered was short and not very polite, almost like I was a bother to him to be asking for help. Perhaps a little more customer service training is in order
bryant G.Staff is good
Mark B.I got checked out quickly
Malcolm K.Gracias
Mike H.Exelent
Alex P. | First ImpressionsThe staff did help to get the storage. Access card didn't work and the unit was the dirtiest one I have ever seen. Also there was mice droppings everywhere in the unit. I borrowed broom and swept the unit myself before I could move in. Notified the staff and they didn't care, there was no response or apologies.
Manpreet R. | First ImpressionsStaff was rude. The kid who works there has no idea what hes doing and no one seems to care. Some of the things that were you placed your walk on or damaged badly. On top of that the kid who worked there does not know how to use the computer whatsoever because we asked him for the closest store unit near the door and he gave us One Furthest away from the door saying that that was the only one available in that building but when we got there there was a literally 3 right next to the door.
Jame P. | First ImpressionsAll good…front desk staff made it easy
Robert K. | Overall ExperienceExtend hours for access
Kerry E. | First ImpressionsI have been a long time renter at this facility. (10years). It's always been clean and well maintained. Customer service has been helpful whenever I had an issue. Please do not publish these comments anywhere.
KATHLEEN W. | Overall ExperienceIt was amazing
ENID P. | Overall ExperienceTruly Professionals!!!
Herbert E. | Overall ExperienceWe have been customer since 2013 And are pleased with the service we have received.
SANDRA R. | First ImpressionsYou need more people assistring customers.There was a very long line by the time I was finished even though the person helping me was also multi taksing with others at the same time. I was not able to get into the locker I rented since I did not have anything to cut the temporary plastic lock on it. I was not told about this and no one was there. So I need to go back today with a scissor and do this. Please fix your survey and add a third answer. I cannot say whether or not the locker was clean since I have not been able to see it as explained above. Forcing me to answer these questions with a yea or no is making me provide a negative answer when it might not be correct so I can finish this survey.
robert c. | First ImpressionsGood experience, I recomend this Uhaul facility
Barbara M. | Overall ExperienceJonathon 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 ExperienceHigh prices for the space provided.
STACEY A. | First ImpressionsFacility 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 ExperienceN/C
Rennee H. | First ImpressionsToo much activity from my former 1280 storage.
Abdulai b. | Overall ExperienceFacilities were well maintained and clean. Access and security a plus. No bad encounters. I would recommend.
MICHAEL M. | Overall ExperienceHad 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 ImpressionsThank you for managing and running a customer service oriented business.
Jackie R. | First ImpressionsWish the storage access was open later.
Michele A. | First ImpressionsThere 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 ImpressionsWhen closing my account the associate didn't know how to close the unintended account. He should've been trained
Xiomara F. | Overall ExperienceAlways clean and always secure. I rented from here for many years and aside from the yearly nominal rent increase (went up about $5 per month each year), I thoroughly enjoyed this location. It was VERY clean, always, with easy access, parking, and available carts for toting belongings from the unit to the loading dock. We moved, and that's the only reason I closed out my rental here.
GERALD H. | Overall ExperienceThe staff was very flexible and helpful. We needed to upgrade to a larger space and they handled everything smoothly. Good technology interface also helped.
JOSEPH T. | Overall ExperienceI 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 ImpressionsMy 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 ImpressionsUsing this location for years and no problem st all
MAX M. | First ImpressionsThe staff was friendly and ready to answer my questions. This is a great place to rent a storage unit.
Gertha M. | Overall ExperienceAlarm kept on going off non stop
Jackson M. | Overall ExperienceI takes forever for anyone to answer the phone. Some staff member ( female person) was very rude... not polite . The others were very professional and pleasant.
JEAN L. | Overall ExperienceCorporate customer service was incredibly helpful throughout my experience.
Acacia O. | First ImpressionsI think we should have access at any time without being charged extra. And the key pad needs to be repaired so the alarm won't go off.
sheila i. | Overall ExperienceMade my storage easy,. just got a notice for a late charge on the storage unit 2170. I was told not to pay anything if I vacated the unit before the 5th of the month. Jonathan told me not to pay anything if I was moving out. I will disregard the late notice. Please correct your error.
Renee M. | Overall ExperienceThe system was down on Sunday when I went to return the van. Had to leave the van overnight and came by the next morning at 9AM and had to wait for an hour because there was only one person helping the couple in front of me who was having some problems with the storage unit who eventually left to go to another storage facility. So I could finally unload the van into the storage unit and I missed a job that I had to be at on Monday morning because of this. I would like to get the 2nd month free because of the inconvenience.
Isaac L. | First ImpressionsI 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 ImpressionsWell run store.
Richard G. | First Impressionsgood customer service
BALMORY M. | First ImpressionsThe U Haul staff was always friendly and helpful. Sometimes the lines were long but I believe they were trying to provide the best service to the customers. The storage facility was clean and spotless and carts were readily available. The area where people would leave their no-longer wanted items was promptly cleared out whether by U Haul staff or folks' new treasure. This U Haul facility is a pleasant place to store your items. Just be sure to swipe your card before opening your storage space to prevent the alarm from going off.
JUDY H. | Overall ExperienceNatalie 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 ImpressionsOnce i was charged for one year in Advance,ended up over drawing my Account. The pricing was right at the Start, but kept on increasing the monthly rent from $89.00 to $109.00 that's the reason i Pulled Off.
ARUNAKUMAR S. | Overall ExperienceMy issues was the constant raise in prices.
Jessica L. | Overall ExperienceJhonathan the manager a top full resources guy
CARLOS M. | First ImpressionsEric 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 ImpressionsDexter was very professional, knowledgeable and informative! I completed a one day trip and Dexter made my move-in storage process easy! He is truly an asset to U-Haul , thanks again Dexter!!
roberta K. | First ImpressionsI 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 service@uhaul.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 ImpressionsTerrible customer service. The Hispanics (the 2 Southamerican-probably Bolivians) working outside are rude and unhelpful. The lady who closed the account also rude.
Edgar R. | Overall ExperienceDexter, the front desk person was extremely helpful,He helped us find a unit that suited our needs, He took.his time to explain everything to us and how storage facilities worked.In addition, there were plenty of carts of different sizes to move the things to store. The unit was clean and ready to use. A tiring job made much easier.
samuel a. | First ImpressionsKeili was great, very helpful knew everything she give her gm
Alex C. | Overall Experience24 hour Access was suspended
ROBERT J. | First ImpressionsWhile I'm happy with the service , I'm very disappointed that on my move in a employee car was blocking my unit , I went inside and wait 20 minutes to let someone know about it , later that day in the afternoon I came back and again a different car was there , and today Sunday 06/28 at 11:30 am I came back again and it's blocked , I can't be going to ask someone to move their car all the time I visit my unit , and I see plenty of parking space available , why ? Next time I won't notify and if I damage a car I won't take responsibility , please respect that no everyone has the time to wait until move their cars . Very bad if this is continue I will have to find another place to store my stuff .
Ever R. | First ImpressionsWe had used UHAUL to store some items from our home temporarily while we had our house on the market. The 1st storage unit we had was at the back of the building and had a water leak. Thankfully, I had stuff in rubber tubs and nothing was damaged. However, UHAUL did not seem to care. I asked for a different unit and there were none available, so I suggested a larger unit for the same rate. The check in process and dealing with people working there is extremely SLOW. If you plan to go into the office, be prepared to wait or be in there for at least 30 minutes until you speak to someone. I would not use this facility again or recommend that anyone else does.
Sunshine W. | Overall ExperienceThe person who helped me has a very bad attitude and manners.
manuel L. | First ImpressionsMet our needs
Mark G. | First ImpressionsThe staff were very friendly and welcoming. I would recommend to friends and family!
Sona C. | Overall ExperienceKeri was of great help
Justin Z. | First ImpressionsAll good along the "way". Thank you.
Branislav D. | First ImpressionsExcelent
Silas D. | Overall ExperienceJordan 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 ImpressionsJordan was especially helpful
jong c. | Overall ExperienceEvery little issue was patiently and kindly resolved by personnel. We've rented 3 different trucks and air-conditioned storage unit. All were very clean and looked as brand new. Great experience!
Yuliya P. | Overall ExperienceThe woman helping me was not strong on customers service, did not listen, did not want to listen, was cold and distant...
FANNY F. | First Impressions24 hour access not available (card activation didn't work) which defeated purpose of renting unit while boyfriend also had truck
Jennifer C. | First ImpressionsCourteous staff. May my move into the storage unit easy
jong c. | First ImpressionsEverything was effortlessly perfect, thank you so much.
Salimata C. | First ImpressionsJordan and Jonathan were professional and provided great service. Gracias.
Mary M. | First ImpressionsEmployees were very rude
Lisa A. | Overall ExperienceVery professional and helpful personnel and very clean facilities
Yuliya P. | First ImpressionsAll was well I was treted the best way possible thanks to all the staff at the U-Hul faciltity storage may be I will be back becaurse no condition is permanet thanks to everyone
Zainab G. | Overall ExperienceJuan 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 ImpressionsOver the years of having a storage unit, I never experienced any negative interactions and the facility was always clean no matter what time of the day. Keep up the good work!
MADIA H. | Overall ExperienceI highly recommend U-Haul Storage Facility! The facility is well kept and the bathrooms are always clean.
Valerie R. | Overall ExperienceHigh quality service, found the staff to be helpful and kind. We got a storage unit there and it was easy to get stuff into it.
Vikarma B. | First ImpressionsHelpful and friendly service. Clean facilities. Supplies well stocked.
Kurt P. | First ImpressionsVery good
Brian W. | Overall ExperienceThink storage and payment system was all I could ask for...thanks
JAMES L. | Overall ExperienceI had completed my payment to UHAUL on Nov. 3rd which was $260.61. UHAUL is keeping charging me in my credit card. on Dec. 1st $258.45. on Jan. 1st $258.45. Return back my money.
Nazneen A. | Overall ExperienceDisgusting
Ronald G. | Overall Experience.
sadat t. | Overall Experience