Customer Reviews for U-Haul of Falls Church

16,257 reviews

1107 W Broad St   Falls Church, VA 22046
(Broad and West st NO CUSTOMER PARKING, Across from shopping plaza NO CUSTOMER PARKING)

(703) 534-2345

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Office Hours

  • Mon-Thur: 7 am–7 pm
  • Fri: 7 am–8 pm
  • Sat: 7 am–7 pm
  • Sun: 9 am–5 pm

Services at this Location:

Contact Us

(703) 534-2345

1107 W Broad St
Falls Church, VA 22046
(Broad and West st NO CUSTOMER PARKING, Across from shopping plaza NO CUSTOMER PARKING)

Services at this Location:

Office Hours

  • Mon-Thur: 7 am–7 pm
  • Fri: 7 am–8 pm
  • Sat: 7 am–7 pm
  • Sun: 9 am–5 pm
  • Free towing inspection
  • Propane pay at pump

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.

Overall Rating:

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Rating:
5.0

Customer did not leave a comment.

Michael G. 
Rating:
5.0

The gentlemen who helped me were fast, efficient, curious and extremely knowledgeable of the equipment. They helped me select the correct trailer hitch equipment and how to hitch the trailer on to my car. Everything went extremely smoothly for my first trailer rental.

MICHAEL G. 
Rating:
2.0

The trucks are in good condition. The staff is very unprofessional. Not helpful and rude. When I returned the truck the gentleman was smoking a cigarette and when I asked him to check me out and give me a receipt he said i had to wait an hour. I will not rent from this location again.

ALI B. 
Rating:
5.0

Customer did not leave a comment.

Srinath K. 
Rating:
5.0

The employee working the front desk was awesome. He simultaneously processed three customers, making the line move quickly and efficiently.

Micheal D. 
Rating:
4.0

The location is under staffed. The one person working the front area, a guy named bill, was great, but too many customers on a Saturday morning for one guy. Fix the app so it works easily. The staff person had to help every customer with it. Bad UI. Unreliable.

Dean P. 
Rating:
1.0

Customer service wasn't the best.looks that they didn't want to help no body .

Juan G. 
Rating:
5.0

Everyone was very nice and helpful you have a great team at that location

Bernnadette B. 
Rating:
1.0

I use uhaul often for business all over the country. I prefer not to use the online pickup service due to certain company protocols I do not agree with. Upon trying to pickup a truck, I was told that I had to use the online pickup service and they would not release my reserved truck in person because it was a new company policy to only release online, although it was the method I chose when making the reservation. In the end they released the truck as I requested through an associate. It took 40 min to do so, when it should have only taken 5min. This caused me to be late to the job, which cost me money. Really wish there was an easy way for repeat customers to pickup trucks with minimal hassle. Maybe Uhaul could create verified accounts, instead of verifying an account every time one rents?

john S. 
Rating:
4.0

Customer did not leave a comment.

William J. 
Rating:
3.0

Computer system was not functioning correctly which led to a 20-30 minute delay. It seems to take quite some time to get customers going.

Mark W. 
Rating:
5.0

Customer did not leave a comment.

Juan M. 
Rating:
5.0

Falls Church team is the best!

Richard B. 
Rating:
3.0

Customer did not leave a comment.

Katie B. 
Rating:
5.0

I had a great experience. The gentleman that helped me was very knowledgeable and professional. The one part I did not understand was why I needed to put my credit card information in when I scheduled the pickup online only to find out I had not paid. It didn't make sense to me. Perhaps I missed a disclaimer somewhere in the process.

John H. 
Rating:
4.0

Customer did not leave a comment.

john G. 
Rating:
5.0

Still the best in Northern Virginia

Fred V. 
Rating:
3.0

I was ripped off. They charged me more than it was on my receipt. U Haul gave me gift cert and they are not honoring their own gift cert

RAKHSHAN S P. 
Rating:
2.0

Customer service is horrible. Brandon is super rude

Mariano P. 
Rating:
1.0

Customer service was extremely lacking. Default was to not help the customer but just tell us to use the app. Then would proceed to bark orders at us when the app didn't work as intended. Very inefficient at getting customers processed and out the door.

Joseph L. 
Rating:
5.0

The staff were very helpful and professional.

Jane O. 
Rating:
5.0

Customer did not leave a comment.

Brian B. 
Rating:
5.0

Customer did not leave a comment.

Adina W. 
Rating:
5.0

Customer did not leave a comment.

Ryan H. 
Rating:
5.0

Very nice. Great staff, great job on installing the hitch on my Bolt EUV. Highly recommend!

Henry S. 
Rating:
5.0

Really good. The employee helped me fix the mistake I made when I booked it. Good place

Patrick M. 
Rating:
1.0

Customer did not leave a comment.

ahmed F. 
Rating:
5.0

Customer did not leave a comment.

Nathan C. 
Rating:
4.0

Gas gauge was broken, showed 3/4 when I picked it up, and never moved. Luckily I didn't get stuck filling the whole tank, actually got a ‘50 miles to E' notification after only putting 36 miles on the truck and when renting online they show u one price per mile ($1.39) but then I had to pay a “weekend” mileage charge. ($1.79) that the returning agent just laughed off…we really had to slam the doors closed to get them to close…the facility doesn't have much parking and don't let u leave a car. Aside from all that Brandon was super helpful when checking out and a true professional.

Gerold B. 
Rating:
5.0

The guys working there were great, but it was frustrating to have to use the website to enter all my information when it would have been so much easier and quicker to have them check me in. I understand that you want things to be more automated so you don't have to have as much staff, but my time is valuable and it used to be much quicker to pickup and drop off.

Robin F. 
Rating:
3.0

Customer did not leave a comment.

SERGIO A V. 
Rating:
5.0

I had a mechanic problem with the truck about the fuel. When I did pick up the truck was 1/4 tank. I drove to Washington DC and repently the tank was empty, but I did see the check engine light was on so I did put $25 of gas but the gas check never moved up. So I did told the guy on this location that it was a problem mechanic. He did thanks but he did not report the problem. Now i did received a charge of $30 for not fuel the tank. That us not okay. Because is not my fault that the truck has mechanical problems. So please I need my $30 back.

HEMINANTONIO G. 
Rating:
5.0

Customer did not leave a comment.

David A. 
Rating:
5.0

Customer did not leave a comment.

michael D. 
Rating:
4.0

Customer parking

Jerrold A. 
Rating:
5.0

Customer did not leave a comment.

RUSSELL S. 
Rating:
5.0

I've procured services here on many occasions; trailer rentals and propane fills. All the employees have been extraordinarily welcoming, helpful, and quick to get customers back out the door.

Jeffrey D. 
Rating:
3.0

The checkin system is annoying. It took me almost 30minutes to fill out. When I rent a vehicle, I want to reserve it and pick it up. I didn't plan on doing uhauls paperwork for them. A U-Haul employee should fill out all of this paperwork.

Jose M. 
Rating:
5.0

Customer did not leave a comment.

David L. 
Rating:
4.0

When I was returning the vehicle, the return lane at the rear of the building was blocked by an outbound truck that was being prepped. That was confusing so I just sat there awaiting help from a person. A staff member eventually came over and directed me to park to the side. There should be a well-marked return lane that is clear and available or, at the very least, signage directing drivers to alternative parking spaces.

Steven M. 
Rating:
5.0

Customer did not leave a comment.

Nicole G. 
Rating:
4.0

Too many hidden cost. For 2 years, 12 miles, I paid over $80

saeid A. 
Rating:
5.0

Customer did not leave a comment.

David K. 
Rating:
1.0

Worst customer service ever. Want refund.

Patricia P. 
Rating:
5.0

Customer did not leave a comment.

Alberto V. 
Rating:
4.0

Na

Mazi O. 
Rating:
3.0

No parking available to leave your own car while on a day rental and no advice on where we can park legally. Very inconvenient. Insufficient staff to handle load of people picking up vehicles in morning on weekend. Took an hour to get vehicle. All people who tried to use app were not successful. Limited staff worked hard and tried best but too long delay. Truck in good condition and worked well.

Richard E. 
Rating:
5.0

The gentleman that helped me install the trailer and get on my way. We're outstanding professionals, and knew what they were doing!

David S. 
Rating:
4.0

Easy pickup and dropoff with app check in. Unit was not clean but it was totally fine for a trailer

Gregory P. 
Rating:
5.0

It will serve languages ​​such as Arabic, because we are in a country where there are customers who do not speak English, and this is a large company. It is supposed to provide languages ​​for any customer who needs them. Thank you.

ALY A. 
Rating:
4.0

Your corporate software is terrible. The staff at this location is great - very helpful. Even though I put in all information *in reservations and checked- in at home before arriving, you have to go through additional check i, reading the QR code which starts you at beginning from scratch. I have an account - which should maintain the basic information - AND DOES NOT. Absolutely, terrible, frustrating. Customers there were coming into the location in person to make reservation because online is SO BAD.

Donald Keith T. 
Rating:
5.0

Brandon was fantastic. He had my trailer ready to go and hitched me right up. His friendly and efficient demeanor was right in line with what I have come to expect at the Falls church location!

Mary P. 
Rating:
1.0

One gentleman call Howard bill from the store was really rude to me I just asked a question about the app problem and he was not friendly at all Trying to make me feel bad in front of other customers I was a loyal customer for a long time and now I don't know if I ever going to use this company anymore I don't think that a paying customer has to go to a really bad experience like this

EJ M. 
Rating:
5.0

Very timely, right on schedule! Excellent communication. Overall great experience!

jason L. 
Rating:
5.0

Customer did not leave a comment.

Clyde R. 
Rating:
4.0

Its the app that was the issue. The counter representative was very very helpful in walking me through it. But the signal there is so low and the online agent perhaps so overwhelmed it took a long time for each submission online to go up and and down from the cloud.

Kendall L. 
Rating:
5.0

Excxellent experience

Jean S. 
Rating:
5.0

Love this place and the people that work there.

Herbert H. 
Rating:
5.0

Customer did not leave a comment.

Monique S. 
Rating:
5.0

The whole thing couldn't have went smoother. From the lady in the rental store to checking out the truck to returning it. And I didn't realize how inexpensive it would be I'm going to do it again probably this spring

Stephwn S. 
Rating:
5.0

Customer did not leave a comment.

Allen E. 
Rating:
5.0

Excellent service and friendly employees who helped me with every aspect of the rental. Three thumbs up!

Oliver V. 
Rating:
1.0

Customer service here was horrible. Multiple people kept waiting for no reason and repeatedly told in a rude manner to go to the app which was not functioning at all. It took me more than half an hour to walk out with the vehicle keys I had rented. Moreover, this was not the location I had requested a rental from and the fact that the company charged me extra mileage to go here is absurd. I will avoid using U-Haul and this location at all costs from now on and will tell everyone the same. I also plan to leave a Google review to this effect since my dispute of the mileage charge was ignored.

Tyler B. 
Rating:
2.0

The gave it to me with almost no fuel in it. The "get gas" light came on after driving 10 miles).

Christopher C. 
Rating:
3.0

U-Haul has a very difficult and confusing customer-driven self check-in process using your cell phone. Evidently U-Haul's policy doesn't allow the associate to perform any of the check-in steps for you on their computer - they can only give you instructions for your phone. You also need to bring names and #'s for two family members or friends, who U-Haul contacts by phone and text before you can complete the pick-up. Multiple attempts were required to (sometimes) repeat and finally complete what we expected to be a very quick rental pick up. Unfortunately this took far longer than we anticipated - about 45 minutes - which caused an unplanned delay in returning home with the truck to begin loading. BTW, a number of other customers in line waiting to pick up their trucks expressed similar sentiments about the confusing and time-consuming nature of the self check-in process. In fact, some customers who had arrived before us still had not finished by the time we left. Hopefully U-Hual will revamp this procedure and provide the option for the associate to check the customer in at the desk (if the customer needs help). I'd like to point out that the associate on site was very courteous, professional and helpful - to the extend they could assist - but were limited by U-Haul's policy in how much they could do to expedite the process for the customer. To be honest, due to the difficult and confusing check-in process, I'd probably consider using a company other than U-Haul the next time we rent a truck. Aside from a similar negative reaction to the drop-off process (see below), the truck was clean, easy to load & unload, drove great, and provided good value for the cost. As mentioned above, I'd like to highlight the extremely professional and courteous nature of the U-Haul check-in associate. To be clear, our negative experience was attributable to the process, not at all to the associate. Everything else about our moving experience was positive.

Phil B. 
Rating:
3.0

Score of average because: (a) the vehicle had about 1/2 tank on pick up and l, after dropping off, I was charged a $25 refill fee after driving about 15 miles; and (b) the vehicle had a pretty nasty high pitched whining sound between ~30 and 35 mph. The staff person at the front desk was exceptionally helpful on both of my recent rentals, and the staff out back were also polite and efficient. Really wish there was a “not sure” option on your last question.

Adrian M. 
Rating:
3.0

Not much except for the customer service representative was super rude and disrespectful to most people that walked in to do pick up on the very Saturday morning. She doesn't have any empty on how to give a room to those who does not know much on the sign in procedures.

John F. 
Rating:
5.0

Customer did not leave a comment.

Amelia O. 
Rating:
5.0

Customer did not leave a comment.

David D. 
Rating:
5.0

Customer did not leave a comment.

Nancy L. 
Rating:
5.0

Customer did not leave a comment.

Joseph G. 
Rating:
5.0

Customer did not leave a comment.

NICOLE L. 
Rating:
4.0

Hi, I filled the gas tank to the level it was when I picked it up. I then received the final bill & $8.55 was taken from my card for gas. This isn't correct. thanks

Susan F. 
Rating:
1.0

Customer did not leave a comment.

ALEKSANDAR M. 
Rating:
3.0

return was not timely. I was called that I would be charged another day if I didn't return it but it was returned 3 hours prior to that call.

Denis H. 
Rating:
2.0

I thought it was ridiculous that I selected a person checkout, and was then lead through an online checkout by the rep at the store. Then he told me I would have to wait for my phone contact to be verified by a phone call. Since my husband was in surgery at the time that was not going to happen. Fortunately the rep was wrong and my paperwork was processed without that verification. If I select personal experience with a person, then that is what I expect to get. The Springfield office on the other hand from a rental a few days ago was superior and I will go there next time. Plus my truck was on 1/8th tank of gas with less than 50 miles till empty. Parking was scarce.

Erika S. 
Rating:
5.0

The truck was great, the help from Bill (fellow at the rental location) was wonderful - I had problems with the on-line registration, he solved the problem. THE ONLY issue was the window rubber trim on the front window, it needed to be glued into place - it made a terrible noise and at first I pulled off the road thinking there was a problem. The fellow at the return was helpful and saif that it was supposed to be fixed - it needs to be fixed

Stephen M. 
Rating:
4.0

Location was great APP SUCKS. It is not easy to use and doesn't work and the location can't help you.

Jenna L. 
Rating:
5.0

This facility should be made a model for other locations to follow. We have never rented such a clean truck in our lives!!!! The employees at this location are the best! Friendly, professional, funny - they made our move a lot easier

Patricia D. 
Rating:
5.0

Customer did not leave a comment.

Glenn S. 
Rating:
5.0

Customer did not leave a comment.

Johan I. 
Rating:
3.0

There is nothing wrong with the location! There should be a lot or section broken down for each client after it being booked! It took time to locate the truck! Would rate 2 ⭐️ for the booking using Mobil App. It's very time consuming and also the steps are not easily to be followed! Lucky that I could get help since the location was opened!

Ryan D. 
Rating:
3.0

Customer did not leave a comment.

Laurel S. 
Rating:
4.0

Was unable to get size truck reserved. Truck rented leaked and cargo was soaked. Very disappointing.

Todd H. 
Rating:
5.0

Staff were efficient and courteous. A pleasure to rent from here!

Matthew H. 
Rating:
5.0

Excellent customer service

Hortencia M. 
Rating:
1.0

The new checking system using the phone is poor; if there is an issue, the people there say they can't help. I had a business need for a rental, and it took over 20 minutes to check-in. I asked if I could provide my license and have the guy working there check me in, but he said no, I had to do it on my phone. Overall, the service and attitude were poor from beginning to end. I'm unsure if this is a new Uhaul policy, but it isn't saving anyone time. People should have the option to either proceed with a clerk or mobile.

Russell V. 
Rating:
5.0

Customer did not leave a comment.

Dave H. 
Rating:
5.0

Customer did not leave a comment.

Djamshid K. 
Rating:
4.0

Customer did not leave a comment.

Luis C. 
Rating:
5.0

Customer did not leave a comment.

Derek V. 
Rating:
5.0

Always friendly help from the staff, and the trucks are excellent.

ANDREWKENELM Y. 
Rating:
5.0

Great job handling all the customers that came in at once. The team stayed on top of everything!

Glenn S. 
Rating:
5.0

Staff were friendly and helpful, easy process, will definitely go back.

David F. 
Rating:
2.0

First, the reservation was shifted to a remote entry, but it was a manned location. I had to fill in all the information on my phone, but then the location gave me the key. That was very confusing and awkward, store personnel, could do nothing to process my rental. Second, while the truck did the job, it was poor condition. It was difficult to get the driver door to close, and the hood kept popping slightly up when I hit a bump.

Keith H. 
Rating:
4.0

The site management was quite accommodating after the national reservation service failed to reserve a car dolly as originally requested. The national service phone call the night before failed to follow through with what was promised to customer.

Dalton W. 
Rating:
4.0

Customer did not leave a comment.

Margaret R. 
Rating:
3.0

There was no customer parking. That is very inconvenient and had I known that, I would not have used this location. It was not clearly stated that this location has no place to park your car. Instead, I had to park across a busy street that was particularly dangerous at night.

Andrew V. 
Rating:
5.0

The location and the staff are great!

Stephanie E. 
Rating:
5.0

Great customer service, easy experience. Well done!

Willis G. 
No reviews have been submitted for this location.

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