Moving Truck Rental in Hampden, MD at U-Haul at Falls Rd

I was giving incorrect information from the young lady who modified my uhaul reservation and I was mortified when I got to store to pick up the rental and it was an extremely higger amount than what was quoted. The young man that was there said he was going to get them to pull the recorded calls..

Unfairly charged to fill the tank up to full when I received it at half a tank. No response from the manager when I called and emailed about this charge.

Engine light was on and rear cargo cabin had an horrific stench of trash.

At first I was disappointed to find out that I could not hook a small trailer to my truck a 2018 dodge pickup to the bumper hook up with is rated 5000 lbs. I have tow many trailers before with my truck and never had a issue the lady helping me said that the neck was to high in the air and it was not safe so I could not rent it. There was a anther guy helping who worked the lot and the trailer I wanted was in the back behind a few veicheals and there was a smaller trailer with similar neck hook as the trailer I wanted to get so they said they had to see it on there so instead of moving the Van's and other trailers to get the one I already payed for they hook up the smallest trailer and said it was to high in the air the neck of the trailer when hooked to the truck also the neck of the trailer was not the same as the trailer I pay for it had a curve in it and the one I parchesed was stright it's a 5x12 trailer the one they attached was the smallest bike trailer uhaul had. So after explaining that the truck or trailer had no weight on either right now pulse the neck on the small trailer curved up so if you can get the trailer I purchased out we can hook it up and I can show you it's level and not to high. No.no.no. she replied it's not safe ur not renting it bye.she replied quite rudely as she turn around and walk in to the store the lot boy said gold in he will call another store manager and see what they say. I said thank you he called on face time show her the hook up with the small trailer that was not the right one I parchesed. She said you can hook it to a my truck bumper but she had a truck get damaged from it and she wanted recomend it. So he said sorry we can't do nothing ealse have a good day. As I stood there confused why I couldn't rent a trailer like I always do and had to unload this trailer myself a manger I think came out really nice guy and said let him look at it and it looks fine he said what's the problem. So i explained what the other two employees said about the neck being to high in the air. And th trailer unlevel. He said it's fine there is nothing wrong ur good to go. I told him thank you wo much for his help and then ask if I could get the trailer I came for in the back behind all the Van's and he said why didn't they get it out already and hook up that one?? Didnt make any since get said. He called out and had the two employees to moves all the Van's and get the trailer I pay for out they did but I stilled had to hook up my trailer cuz the nice guy went in th o start my paper work and Ilthe lot guy just moved everything and disappeared inside . So I hook up the right trailer this time the nice manger came out took pictures and said I was good to go after he inspected everything. I was extremely upset with the laziness of the other employees and couldn't get a trailer would if stop my hole day in extremely thankful that the nice manger came out he was absolutely wonderful and the world we live on deserves more people lik

It is IMPOSSIBLE to reach this store directly. I rented (accidentally) a LOCAL truck for a move 135 miles away. Which meant after loading and unloading it - I had to drive it back to the location. I had called several days prior to see if I could get the rates changed and my average wait time for a UHaul staffer was literally 90 minutes. I am aware that it was Labor Day weekend and that it is a busy time. However, when a repeat customer has realized a huge mistake in booking - I think U-Haul should compromise a bit. The woman at this location was willing to shorten my days used because I returned it a day early - but told me the huge matter of the mileage and rental charge would have to be dealt with by a manager/ and or an appeal to UHaul. This location is completely understaffed. The people are nice but there was ALWAYS a shortage of clerks available to wait on customers. I spent several hundred dollars CASH on boxes and packing supplies and EVERY TIME I went there - there was a long line and wait. I tried to appeal my issue with the mileage and rental charges 4 days before returning it and after 90 minutes waiting on the phone and being transferred BACK to the same department - was disconnected & was never called back by the main UHaul company dealing with appeals. They had my number - why not use it? I am still going to have to go back to the location and try to figure this out but I don’t understand why it has to be a really long process. I had doctor appointments and other business to attend to which has delayed my returning. I am hoping they will work with me. I haven’t moved in 20 years and so have never had to rent a truck. The brakes and transmission were not very healthy; the truck smelled like body odor when I picked it up. This is my second truck rental in 2 weeks and at the other location - no place to park my car overnight....I know this opinion is long and disjointed but I feel that UHaul needs to streamline the way they interact with people before, during and after a move. It shouldn’t take so long to reach a human to speak with; and then to be transferred and disconnected after a 90 minute wait time (this happened 3 times!) I have given up on UHaul.

Keep up the good work. I will be indebted to the wonderful soul that gave me the keys ?? to my other car that I left in my U-haul. Great great gesture!!!

Your Representatives either on the phone or Location is always Helpful an Kind.. That is Appreciated by myself a Loyal customer.. Bless

Keep doing what u do

Contact by telephone is useless. Very long wait times, and in the end never answered after repeatedly waiting 20 minutes or more. Just got cut off. Not fault of location as i understand there is a centralized reservation system.

Consistently the best in Baltimore.

All of the staff I encountered were VERY kind and friendly. I was even able to pick up my truck early! I would absolutely use this U-Haul again and would recommend to anyone looking for one.

Rachel is a phenomenal employee and made my life so much easier. My most important piece of advice is to tell her to keep doing what she's doing.

Melissia and David with the rest of the crew are always top notch. It’s the only location I use. Tremendous service.

I had such a great experience with this location I am in a wheelchair and the staff was very helpful.

Moving sucks... and having to rent a truck is always a headache... HOWEVER... This was honestly the BEST experience! The truck was ready and waiting for me. I was in and out of the store within 60 seconds (literally) and on my way! When I returned the truck, all I had to do was hand over the key and get back to my day. I would actually drive out of my way to go back to this location! Friendly service and overall just a great experience! Thanks for making the chore of moving a little more easy and enjoyable!

Thanks for the great service. We arrived at 6:59 and appreciate the courtesy of being able to check in!

Damian was quick, thorough, and very professional. Despite helping several other customers at the same time, he got me set up and rolling with literally no wait time. Couldn't ask for better service.

The employees were doing their best but Uhaul sent a confirmation for one location, we got there to a huge, backed up line. Finally, get to the counter and are told we are supposed to be at another location. Never received any email, call, or text stating there was a change. They had to call the other location to switch back our reservation, not sure why we were switched to begin with since the truck we reserved was available. They ended up "cancelling" the other location's reservation and redoing ours at the counter. I later received a phone call asking if I was still picking up the Uhaul. Then they didn't have our drop off location listed to even add to our new reservation. We were told to call ahead so they knew we were coming to drop it off. We finish and call the Falls Rd location and they say sure come drop off the Uhaul. We get there and aren't even in the system. The kid at the counter makes us call some number and then he got up and went to lunch. We had to flag down another employee who said there wasn't any room for the truck at this location, and Uhaul closed soon. Eventually, we were able to get rid of this awful experience that is your company. Can promise we will NEVER recommend or use Uhaul again. Get it together. What a mess.

Too crowded with U-Haul trucks

I changed my reservation twice and it was never a problem. The rental process was simple. When I brought back the truck, a representative was there to greet me and print out my receipt quickly.

The employee who received the truck was very friendly and helpful!

Keyless entry

I tried, several times, to rent two dollies online with my rental truck. I was unable to do so, and when I got to the store , there were none available. Other than that, it was a very good experience. Thank you.

Why we might becoming at the end of the summer, the quality of customer service when you walk through the door is just beginning. Everyone there provides great customer service outstanding people to talk to and well-maintained vehicles. So have no problems renting from U-Haul. Quality great prices and great service. That's how we keep coming back.

The ladies at this location where extremely pleasant and helpful. This is the best experience I have ever had with U-HAUL.