U-Haul of Falls Church

Just returned a one-​day utility trailer rental I used for moving firewood. I’ve had excellent equipment rentals from this location – one way trucks, local trailers – and its always been a great experience. The on-​line reservations work, the equipment is ready, and the staff is professional and friendly. Keep up the good work!

To the folks complaining about the cleaning charges and mileage fees, it’s your own fault for not reading the fine print when you reserved the truck in the first place!
The good: I didn’t have the same issues as most people on here, I suppose because of the time I was picking up my truck (early Friday afternoon). I had «reserved» the truck more than a month in advance and I was the only customer at the store when I arrived so I was able to get the process going relatively quickly.
The bad: I’m amazed this location is still here. They have WAY too many trucks in the tiny lot behind the store, it’s incredible they’re able to maneuver any of them effectively. Their customer «parking lot» (if you can even call it that) is really just five or six spots in the same narrow drive that trucks enter and exit. Again, I didn’t have issues with it because of the time of day, but I can see how ridiculously crowded it would get during the busy times.
Customer service at this location is really lacking. The associate who helped us inside was seemingly annoyed at the presence of myself and another customer. By the time I did manage to get outside, I saw two more associates who didn’t even acknowledge me until another customer (the one who arrived after me inside) had left with her truck. A simple hello and confirmation of truck size could go a long way!
Side note about U Haul: I know this location has no control over this, but the «reservation» process is absolutely ridiculous. Pick up location and truck size should not be «preferences», especially when someone is planning more than a month in advance. It could not possibly be that difficult to get someone to move a few trucks around in the local area.
Three out of five stars for a reasonably smooth truck pick up process.

I think that they have poor service because when went to go drop off the key and truck I went to the office and asked for them to do a inspection and give me a hard copy of the reciept. They told me it was unneccesary and that I would be receiving an email with the reciept. I insited that I needed a hard copy immediately to make sure that the inspection was valid and I would not recieve any extra charges for gas, mileage, or crashes. They kept telling me that it was uneccesary and it became obvious that both the man and the woman working there did not want to do their job because they remained seated. After furter insisting, they agreed to give an inspection, but told me to wait outside. I was left outside in the heat for 15 minutes and they remained in their office not working.

Very disappointing service. I came by last week to get trailer hitch installed and very unhelpful young woman, Cynthia, told me Sat at 7am was earliest opportunity and someone would call me day before to confirm. No one called and I showed up to discover the reservation had been made for Fri morning.
Fortunately, an extremely helpful manager, Nick saved the day and my bike outing so I remain a big fan of Uhaul. Nick has great customer service skills and I hope Uhaul takes good care of him.

Had a 2 day rental. Truck was clean, gassed, and I used the express check in for a 0700 Monday AM pickup (made the reservation Friday from the West Coast). Doors opened at 0700, truck was loaded with dolly and blankets. Rented some gloves. Left my wallet on the counter. 2 hours later thought I’d lost my wallet. Went back to U Haul Falls Church. Wallet and contents intact. Check in the next afternoon lasted 2 minutes.
I am not a frequent truck rental user. But this place was awesome. Admittedly biased because of the wallet incident.

I used this location twice. First I rented a van for a local move. The most recent time I used this location for a one-​way move to southern Louisiana when I rented a 15′ moving van and auto transport. On both occasions the staff was professional, friendly, and helpful. In particular I want to give kudos to Cynthia, Keith, and Tyhe.

The good:
The staff does the best they can with the resources they have. They were able to attach a trailer to my car that worked well for the purpose I had (to haul a motorcycle).
The bad:
I booked the trailer in Old Town, and they sent me to Falls Church, anyway.
I had to wait an hour to get the trailer, and it wasn’t entirely stress free. I’m not exaggerating either – I pulled in at 10 and out at 11. They had just three workers (that I saw), and they had about a dozen customers.
The ugly:
Their site is not adequate for their operation:
A) They have a bottle neck of a strip of a parking lot. Trucks trying to get out are blocked by customers driving in. The service/​hook-​up area is right there in the middle of it all. The bottleneck extends to Route 7. I’m sure that their neighbors love them. I can’t even believe Falls Church allows this.
B) They simply have too many vehicles for that small lot. They are like a college party, where the genius frat boy orders 10 kegs but only bothers to get one tap.
C) The band of workers perched at the entrance who leap toward any approaching vehicle with the question «how many movers do you need?» is just an added bonus.
I thank you for the use of your trailer, and you’re ability to get me hitched up, and at the same time I will never return to this location. These guys have succeeded in making a simple operation wayyy more difficult than it needs to be.

Pretty bad experience. I would absolutely avoid this U-​Haul if possible. To start, they have no on-​site parking. As soon as I pulled in I was gruffly ordered to turn around and park in the shopping center across the street by an employee who turned out to be fairly nice, but definitely came across as abrasive initially to me and at least one other customer.
This U-​Haul location is a mad house, and seemed understaffed. I stood in line for at least 30 minutes before getting served. Only two people working on the registered, one unmanned register. I was late for my reservation and the employee acted like it was a big deal. I’ve used U-​Haul many times, have been an hour or two late for my reservation and no big deal.
On a positive note, I told her all I really needed was a van but had to book a truck online because the vans were showing unavailable. She didn’t have a van but ended up dropping the price per mile down to the van price, which I thought was very nice.
I would definitely avoid this place for the parking and line alone. Walking across Route 7 wasn’t fun. My brother had an almost identical experience at this place as well.

Way too crowded to be a facility that solely deals with large trucks, trailers, and vans. We circled the block twice (with our 12×6 trailer) before we felt comfortable even attempting to pull into the lot. We were terrified of getting stuck in there but had no other option if we wanted to return the trailer.
The employees were initially not very friendly and kind of mumbled to us to just pull forward. We waited in our car for 5 minutes before anyone gave us any further instructions. The guy who actually unhitched the trailer from our truck was friendly and efficient though. Good work to him.

My work was auctioning off unused furniture for charity and I won a credenza. There are some highway restrictions for trucks going from Falls Church to SW DC, so we decided to rent a van instead. My boyfriend made a reservation for a van and some furniture dollies the night before.
First thing you should know is there is extremely limited parking at this location. Since it was a Sunday and we had to pick up the credenza by 11am, we parked in the shopping center across the street. That seemed to work fine, but I cannot guarantee it would be the same scenario for others. This location is also Metro-​accessible – you have to walk from West Falls Church Metro and it would take about 15 – 20 minutes, give or take. I used to frequent Aislinn’s Nails down the street and it used to take me that much time walking from Metro. Metro buses also run along W Broad St, as well.
Secondly, this U-​Haul location has a lot of day laborers who are clamoring for your business. In fact, several of them ran across the street as we were parking to see if we could provide them with work! We declined (and in hindsight we could have used the extra help as the credenza was over 200 lbs) and there is a sign at U-​Haul that says not to hire the day laborers.
I cannot stress the importance of having a reservation, as they have a limited inventory. While we were there, a man was trying to rent a truck and kept trying to butt in front of everyone. The U-​Haul rep kept telling him over and over that she had to attend to everyone in line who had made a reservation. They also seemed to be understaffed that day, as they only had 2 people at the desk and one man who was retrieving the trucks/​vans.
The rep was very matter-​of-​fact and went over the charges. For a few hours, it was about $ 86. We had correctly estimated the amount of time and mileage for the vehicle, so we weren’t overcharged. It wasn’t a great experience, nor was it a poor experience.

Hey,
I use them a lot, trailer rentals, propane refill, cheap boxes. They treat me very well. thank you

tl;dr
— they openly admit to not answering phones; even corporate cannot reach them
— they schedule you for hitch install without confirming your availability
— the hitch was defective, necessitating a replacement hitch that I am still waiting on (after 2 in-​store visits, filing an objection with corporate, and attempting to go to another uhaul location)
— they make promises to call you back, but do not call you back (3 such promises were made to me)
Ordered a hitch for my car. When it came to scheduling the hitch install, I warned them I’d be away for work so I’d call them back to schedule the install… they ended up scheduling me for when I wasn’t available (I missed it by only a few hours). Attempted to call them multiple times the day of my appointment to reschedule… never once reached a person, always directed to the corporate line who couldn’t even reach them (reoccurring theme). So I just showed up at the store.
I ended up installing the hitch myself and then when attaching the bike rack, realized there was something in my hitch (a bump) preventing the bike rack’s holes from lining up with the pin. Brought hitch and bike rack in and received confirmation from a technician at the location this was defective, was promised a phone call after he spoke to his manager about the situation.
When I didn’t receive said phone call, I called back and surprisingly reached a person who told me a manager would call me back. When no manager called me back, I again visited the store in person. Was promised another phone call back… and of course, I’m still waiting on that call.
I’ve tried to reach them on multiple occasions now, even the customer service reps (who pick up the phone when they don’t answer their phones in a timely manner) have tried to reach them on my behalf. The customer service rep was able to reach the Columbia Pike uhaul location to check whether they’d do the hitch install for me. Unfortunately, he still needs to reach this Falls Church location in order to confirm they will compensate Columbia Pike for my install.
Don’t bother with this location. At least Columbia Pike answers their phones.

I made an appointment at 1pm to have a hitch installed on my vehicle. The appointment was made a week and a half in advance. When I showed up for my appointment on time, I told them I would be staying there to wait for it and gave them my cell phone. I was told it would take an hour. After an hour, I walked back in and noticed they had not even touched my car. The clerk then says that I had a morning appointment so they would not work on my car. I did not have a morning appt, my appt was at 1pm and I was on time. If they thought I arrived at the wrong time, why not say so when I checked in? The customer service was awful and I wil not return. I did call the Lorton location and they were much more professional and they also email a confirmation.

This shop installed a trailer hitch on my 2014 BMW X3. The first time there was a problem with the installation that I was not satisfied with. I reached the store manager, Nick (do not know his last name), and described the issue with the installation. He stated that was the first he had heard of this problem and wanted to do some research to better understand the problem. After his research, he called me back and agreed with my assessment and was confident they could solve the problem. He made an appointment for me, met me when I came to their shop, and stayed with my SUV until the problem was fixed.
That is what customer service is all about. I do not fault the hitch installer since BMW’s are tricky and he just misunderstood the instructions. I give the Falls Church U-​Haul 5 stars because they listened to my issue, did the research, then fixed the problem — no questions, no complaints and no hesitation. Great job!

1– lack of parking. Come prepared to NOT leave your car there. They won’t warn you about this until you get there.
2– horrible customer service. Actually heard a clerk tell the customer it was the customer’s fault and problem that the store didn’t have the truck he had reserved. What kind of crappy customer service is that?
3– Ebonics is the main language spoken. And some of them are hard to understand.
4– the whole place overall has a sketchy ripoff vibe to it.
5– all that being said, the truck I rented was perfectly fine. Hope my car is still intact when I go back for it. Fingers crossed.

The worst customer service ever! I called to schedule an apt. to have a hitch put on my car. I was sent an email verifying the apt. time and what I wanted done. I left work early so I could be there well before my apt. time and I got there at 3:30 (My apt. was 4:15) and the clerk stares at me blankly and says, «the hitch guy leaves at 3.» WHAT! I had the print out in my hand! All she wanted to do was to reschedule! I am furious at being treated so shoddy.

Had very good experience with these guys. All pricing and fees are as advertised (refuel the car before returning, etc.) and the desk attendants were all very friendly and helpful. They guys who help prep the cars were also very personable and fast.
There are a few day laborers that hang out across the street, but they leave you alone if you just say «No thanks, already have help.» Hardly the issue some reviewers consider them.

I was quoted $ 60 online for a 15ft truck, reserved from 9 a.m. — 5 p.m. When I picked up the truck, a hold for approximately $ 90 was placed on my account. I moved from Falls Church to Alexandria — important detail for calculating mileage, which also wasn’t made clear during the reservation process — I have NEVER paid for mileage to rent a Uhaul — EVER — and I’ve moved every year for the past ten years. After returning the truck, ON TIME, and reviewing my bank statement in the following days, I noticed that I was charged an extra $ 99. I called to resolve the issue, thinking it was a mistake. I was told it was not a mistake, that I was charged for a TWO day reservation and for the extra mileage. Initially, I was told that the original hold for the $ 90 included 15 miles, and anything extra would be billed — which is the ONLY other charge I anticipated. To be quoted $ 60 then charged $ 190 is not only excessive, it’s unfair and ABSURD. I will never rent from this location again, and I will be sure to let everyone I know about the terrible experience I had.

Terrible. The right hand doesn’t talk to the left hand at this place. One person will say yes, they can help you and schedule an appointment. You show up, and they don’t have the parts or technician in house. Then they’re extremely unhelpful in trying to solve their own error. Incompetent lazy desk attendants. Steer clear if you don’t want to WASTE your time and gas.

Idiots and crooks! This is probably the worst experience I’ve ever had with a business. I will never use UHaul again based on this.

Had a great experience. Put a reservation online for Sunday on Thursday (they had the 10ft truck available). Came right before 9, and they opened promptly at 9. Stood in line for about 5 minutes, got my things in order got my truck and bam I was ready to go. I came back, drop my truck off and I stood by the corner to wait for my bf to pick me up. Then Tyrone comes and was like «you should come inside because there are day laborers out there and I want you to be safe» kind of thing and led me back into the uhaul place to wait. He was so nice and even thought about my safety. So thank you!