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February 2025 by Elaine Dela Peña
The front desk people were not at all helpful and responded like i was stupid when I asked questions, I have never rented a van before nor been to this location. The people outside in the lot were incredible!!! Very friendly and incredibly helpful. They charged me for a dolly but didn’t provide one
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February 2025 by Gene Franklin
They knew the make and model of our towing vehicle, but didn’t tell us until we arrived that their trailer lights are not compatible. They don’t know what kind of adapter we need, or where to get one. But they kept trying to sell us random things unrelated to the actual issue. After calling and visiting a half-dozen stores looking for a lighting adapter, we tried to modify the booking, only to be hung up on repeatedly.
Maybe one of five employees knows anything about their systems and services. Try another location.
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January 2025 by Deacon Studies
OUTRAGEOUS PACKAGE RECEIVED FEE $20.00
My family sent gifts for the holidays from Virginia. They paid the postage to have the items delivered. The postage was less than the outrageous Package Received Fee of $20.00. The Uhaul Storage late fee is less than the Package Received Fee of $20.00.
PACKAGE DELIVERY
The package arrived 3 hours before I received a text in all CAPS to pick up my package. When I arrived to pick up the package, the rude employee said, "here." The package was sitting on the floor across from the desk.
ADD/WAIVE FEE
Between the time that the package was delivered and the text, someone went into their computer system, pulled up my account and added a PACKAGE RECEIVED FEE of the absurd amount of $20.00.
PACKAGE RECEIVED FEE POLICY
The disrespectful outspoken Uhaul employee, while openly eating her lunch, at her desk, argued, "It's in your contract." The Uhaul employee could not show me a written policy regarding package fees.
DELIVERY PERSON
The Uhaul employees are very laid back. The Delivery Person was probably directed to sit the box on the floor. Which means Uhaul Employee ZERO contact with the package. So, how do you justify a $20.00 fee?(Delivered: Front Desk, Reception Area)
Make it Make Sense
This happened after a previous complaint of Uhaul employee misconduct which was immediately brought to the attention of the Uhaul Supervisor. The situation as escalated to this point.
Previous Complaints
Unprofessional Workplace Behavior
Corrupt Communication is language that is harmful, disrespectful, and otherwise inappropriate.
Here are few examples:
Being culturally impolite: Speaking in a reckless or ill-timed manner, such as using sarcasm.
Being disrespectful: Using language that is impatient.
Gossiping: Talking badly about others behind their backs.
The series of events should have never happened in the first place. The Uhaul Supervisor silence on the matter speaks volumes. I am expecting a full refund.
Please continue to speak out. The bad actors must be held accountable.
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November 2024 by Forrest Dallas Fuge
Mobile check in just doesn't work and requires a insane amount of information about you. The young woman behind the desk was great, but its unfair for U-Haul to build a horrible system, hire a single person to work the desk, and then make them deal with the long line of angry customers who show up when the van the mobile system tells them is ready doesn't exist, is parked behind 20 other vans, is out of gas, or clearly isn't the model you paid for. Then app then charged me nearly $50 in fees after I drove the van ~4 miles in total claiming I must have somehow used half a tank of gas. Can't recommend using U-Haul as long as the mobile check in system exists and is mandatory, it makes the experience very time consuming and expensive. Go literally anywhere else.
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October 2024 by Ms. Jackson
I’d like to see the mobile check-in feature be more seamless, as it seems pointless to do everything online (including check-in), only to have to go into the store and complete and/or submit additional information.
That said, the gentleman working outside that helped me retrieve my vehicle on Friday. October 11th, was incredibly kind and helpful. Unfortunately, I’be forgotten his name by the time I remembered to write this post, but I wanted to make sure that he was acknowledged for his kindness and professionalism. Please keep him, and please pay this man well.
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October 2024 by Sarah Moorehead
I have never felt the need to write a review but this has been the single WORST customer experience of my life. Not only does the place smell like garbage (and now all my things also smell like that) and have very little security for loading and unloading, the staff is rude and uneducated about their own facility. I had an absolutely terrible move out experience during which I was verbally promised over $250 in compensation which has just turned out to be $50 in credits for more storage that this dump. My move out experience went as follows:
On September 1, I arrived at the facility at roughly 7:45 am to move the belonging out of my unit. When I walked inside a noticed a note tapped on the door regarding an elevator outage. As I went inside to investigate, this turned out to be true. At this point in time my moving crew was only a half hour out and it was too late to tell them to stand down. As a result of the broken elevator, I was unable to move my belonging out of my unit because it contained many large items including tables, chairs, a sofa, a bedframe and my mattress which was essential because at the very least, I needed something to sleep on. I spoke with the attendant at the desk who was completely unaware that the elevator was completely not operational. After speaking to the manager on duty, he assured me the repair company had been notified but that he had not heard back from them thus he couldn’t estimate when the elevator would be repaired. I left my name and number with both the manager and the attendant; they assured me they would contact me when the issue was resolved.
Later in the day my mother stopped by for a status update as we hadn't heard anything and were trying to make plans for moving. The women she spoke to suggested I could expect a partial refund as well as reimbursement for an air mattress as I had nowhere to sleep given my mattress and bed frame were trapped on the third floor of your facility. We called back several times during the day of September 1st, attendants continued to provide the same message that they had not heard from the repair company and that they could not estimate when the elevator would be functional. On September 1st I bought an air mattress to sleep on but I was so distressed at the thought of sleeping in an empty apartment alone that I chose to stay in a hotel. The next morning. Sept. 2nd, I called again, and the lady I spoke to told me the elevator was up and running and appeared to have no knowledge of it ever being down. This made me upset because not only did the attendants not follow through on their promise to call me but at this point, I was unable to schedule movers for the day. When I finally rescheduled the movers, I was charged an additional $500 for making a short-term appointment and for delayed moving expenses.
As stated, U-Haul has only given me a $50 credit for over $650 in inconvenience which is in no way shape or form compensation for what they have done
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September 2024 by Tziah McNair
Your system will not allow me to submit my answers through the "Rate My Experience" page so I feel obligated to leave it here.
I was a customer here for nearly 3 years, and nearly each time the front desk employees at this facility are some of the rudest people I've ever met. While I was attempted to rent a truck, one man that was "helping" me was on a personal call and said, "I'm trying to go take a shit but they keep talking to me." While that is the most nasty and insane thing I've ever encountered, employees consistently lacked a welcoming demeanor and presented as though I was inconveniencing them by simply using the services.
I also don't appreciate the change in the insurance policy requirements without a curtsey notification in advance. I had to spend a significant more amount of of money than I would've had I known beforehand. Similarly, when the elevator was broken, it would've been helpful to tell your customers who are storing on top floors and temporarily lost access to their things - I made an unnecessary trip. Also, office hours as they are advertised are not upheld.
Overall, it's very evident that customer care and experience is not a priority and I would venture to say it's not even something on your radar, which is why I am forced to discontinue services with you.
(The guys by the trucks are cool give them a raise).
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September 2024 by Daniel Park
If I could give a negative stars review, I would. I reserved furniture Dollies and pads online. I called 4 days ahead to see if anything was wrong with my reservation, no issues. The day I arrive for pickup, they tell me the Dollies and pads are unavailable--they don't have any on the entire facility! I asked the front desk to explain and she said, we don't have it so we changed your reservation. I asked how this was possible, and she said I dunno, you can go complain on our reviews, so here I am.
If you can get another U-Haul dealer do so. This place is unprofessional and unfriendly.
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August 2024 by candice owens
I have rented befor at differnt locations but the Hyattsville Md location was the worst experience ever. When I arrived the teller was very rude and did not even show me how to locate the truck but just gave the location number of the truck) I came back in( because the truck was not in the location that she stated) and she acted as if it was a bother to her that I needed assistance. Once she located me the truck, I turned the truck on and noticed the tire was very low. I then went back into the store and the teller stated that I needed to go to the side and have the maintenance tech place air in the tire. (Wich you would think they would check this stuff doing their equipment inspection ) I rode to the side where the tech just filled the tire up with air. As I’m driving to the location that I have scheduled at a certain time or someone else would get the items and I would loose my holding fee….i notice the tire light on again. At this point I’m in the middle of nowhere in 101 degree weather. The tire just goes completely flat and wobbles. I pull over and to know avail, there is a big screw in the tire that anyone would have seen if the proper inspection was performed once I’m I stated the tire was flat. Anywho, I sat out there for a hour and 30 minutes waiting on the tech to come. Once the tech arrived, it took him 1 hour to complete .I have been charged every fee you could think of which was not the issue but the lack of apologies and sympathy of the negligence of their behalf. I missed my pickups so the whole rental was for nothing and not only that, a waste of a whole day. I lost money on top of money. My lesson learned here is that… I will do a full inspection on my tires and engine before I trust a staff who couldn’t not take care of my safety as me being a paying customer. There were two staff who had the opportunity to make my experience great and that was not the case. Thanks for allowing me to vent lol, I had no one else to talk too as everytime I explained to customer service, it was swept under the rug.
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August 2024 by Michelle Mcduffie
Staff is not accommodating and out right rude. Ask to speak to a manager and was told he's busy......
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August 2024 by C F
Despite allowing me to book another location, U-Haul then forced me to go to this much less convenient location and once I got there, they had none of the equipment I reserved, which ultimately made the move much more difficult. Furthermore, they gave me a truck with only a quarter tank of gas in it and on top of all that, Osman (the General Manager) was extremely rude when I calmly brought up these concerns; he condescendingly dismissed them as if I was at fault and answered other phone calls while I was at the counter. The experience could not have been worse.
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August 2024 by J. T.
Tried coming back to this location after it being a hot mess in college…
Nothing has changed….
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August 2024 by Matthew Rasnic
Would avoid. I originally picked a location closer to me and received a call very last minute that I’d have to drive across town to get the truck I reserved weeks in advance. I then waited over 30 minutes to get the truck.
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August 2024 by shrimp_chips
Stressful and disappointing. While I have been a loyal UHaul customer for many years and have always had positive interactions, my recent experience today left me stressed and concerned.
When I picked up my keys, I arrived 30 minutes early and found a long line already formed. After waiting for a while, I decided to do a self-check-in to streamline the process for everyone. This caused me to be slightly late getting to my car, but the car itself was in excellent condition and the morning staff was very helpful.
However, due to the late start and unexpected traffic, I was 30 minutes late returning the truck. I planned to complete the rental process online, so I waited in the driver’s seat to start the end rental procedure on my phone. To my shock, a return equipment employee abruptly opened the passenger side door and began yelling at me. He informed me that I was late and would be charged for multiple days as a penalty for being self-absorbed and careless. He continued to yell, and it seemed he was venting frustrations from previous encounters with other customers.
The entire situation was extremely stressful. Despite my attempts to ask him to stop yelling so I could leave, he persisted. As I was leaving, I could hear him and another staff talking badly about me loud enough for me to hear, which added to the distress. This is not the level of service I have come to expect from UHaul, and it was a stark contrast to all my prior experiences.
I had to go inside to confirm that the receipt was correct before leaving. I had never heard of the penalty charge for being slightly late before. I understand that policies need to be enforced, but how this was handled was unacceptable.
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August 2024 by Ashwin Budden
THIS LOCATION IS A DISASTER AREA--AVOID AT ALL COSTS! The operations/communications between staff persons for picking-up equipment was very disorganized, the contract paperwork was incomplete.The grounds staff were very rude and gruff, and were unable to give clear directions, and complained vocally about having to work till closing on a Sunday.
The worst situation was that one worker became extremely aggressive-- kicking--throwing--and hitting things, verbally hostile-- because of miscommunication with office staff person about paperwork that he pinned on me. At one point I though he might get physically violent with me. So I reported him to the office staff, saying I refused to engage with him. The office staff, assigned another staff and then started personally venting about the first one in very strong language.
I STRONGLY ADVISE THE MANAGER OF THIS LOCATION TO TAKE THE VIOLENT STAFF PERSON OFF OF THE PAYROLL. NO CUSTOMER EVER DESERVES TO BE DEALT WITH IN SUCH A THREATENING MANNER. I ALSO ADVISE U-HAUL TO REVIEW THEIR HIRING STANDARDS, BECAUSE THE STAFF THEY HAVE AT THIS LOCATION GIVE U-HAUL A TERRIBLE IMAGE. AND I WOULD RECOMMEND TO MY NETWORK TO NOT TO USE U-HAUL FOR THE MOVING NEEDS.
