U-Haul Moving & Storage of Newington

Had a hitch installed here, did a very good, exceptional job I’d say. Very professional.

Extremely poor customer service. You need to be very careful about using this storage facility. First, the building had water inundation issues and I lost two boxes of books and clothes after water leaked into the storage room. Second, although I gave my intent to vacate on 28 April (for a 5 May vacate), they charged me for the entire month of May. The manager has some latitude to pro-​rate the charges when this occurs, but he will not exercise this authority. Further, the manager was manning the counter when I gave my intent to vacate. He easily could have reminded me that if I vacated a few days earlier, I might avoid the full month charge… of course he didn’t do this. I gave him two chances to make it right and again he failed to do the right thing. I cannot, in good faith, recommend this place or its services. Go somewhere else.

I wish I read the reviews before coming here because my experience was terrible; mainly with the manager and customer service. I showed up 10 minutes before my appointment time of 11am and was told the tech to install my trailer hitch was «on his way.» At 11:15 he was still not there. I ask the lady at the counter if she knows where he is and she tells me again that he’s on his way. I ask if she can call him for an ETA and she says that he should be here soon. 11:30 rolls around, he’s still not there. I speak to the manager and he says that the tech is coming from somewhere far away and stuck in traffic. He then asks me if I’m dropping it off and I told him know that I was going to stay because the person I made the appointment with said it should take no more than an hour. The manager then tells me that they normally tell people to drop their car off and to allow a 4-​hour window because sometimes the tech gets pulled off to do other things (and I assume to allow for them to show up whenever the hell they feel like it). I ask him when he thinks he’ll be in and he shrugs his shoulders and turns back to look at his computer screen and ignore me. Not once did he apologize for the delay or offer me anything for the inconvenience. The tech finally shows up at noon and knocks the job out in 30 minutes. I talked to the manager again during the installation to express my frustrations on the situation and he got extremely defensive and was unwilling to do anything to help the situation and said that there was nothing he could do because his tech was stuck in traffic and that he can’t control the traffic in the DC area. This U-​Haul location has no idea what customer service is! Management 101: managers are accountable for their employees actions. There were no repercussions for the tech for showing up late and nothing done to help me, the customer. I understand things happen and we’re not always on time for whatever it is we’re doing, but if you’re in the business to keep customers, obtain new customers, and keep the business growing, customer service HAS to be your #1 priority. This U-​Haul location has some work to do.

Incompetent. 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. Or the technician says he can’t install a part on your vehicle, even though desk attendant had no similar warning. These things both happened to me at this U Haul. And the desk attendants passed all blame to central reservations. Total run around for the would-​be customer. Steer clear if you don’t want to WASTE your time and gas.

I am a frequent (by frequent, I mean every weekend and sometimes two trailers a weekend) renter of uhaul trailers. EVERY other uhaul store has always had the policy that if I return after they close the day it is due, but before they open the following morning (ALWAYS returning on Sunday nights.) that they would not charge me an extra day. THIS location does. Customer service sucks all around, wait times are always long and the GM is kind of a douche. Bro, you are the Manager at UHAUL… knock that block off of your shoulder! They always charge me one extra day because they decide to check it in whenever they feel like it and don’t care what other policies are and the GM doesn’t seem to care if he has your business or not. I WILL be buying a trailer of my own this weekend. This was the last straw!

This is a very nice place. It has plenty of trucks, trailers and on site storage. The store is well-​stocked with all the supplies you need, such as boxes, tape, twine, etc. We were impressed by the professionalism of the staff. Nick was our rental agent and he was extremely courteous and friendly. I would highly recommend this location to others.

I moved in December and rented a truck and moving supplies from this U-​Haul. I was not impressed with the customer service… let me summarize:
1. Moving supplies: I ordered some moving supplies for the day of my move, which they are supposed to place in the truck before you pick it up. When I moved a year earlier, this happened no problem — I didn’t even have to say anything. This time, I had to call their attention to the fact that I ordered supplies, because when we checked the back of the truck before we headed out, there was nothing there. They (kind of) apologized and said they would load the stuff in the back. When they told us we were good to go, we headed home and opened up the back — they forgot to include half the stuff. So, we had to drive back and pick up the rest of the material. Not even an apology for their complete lack of attention to detail, which caused us to waste time on a day that was already jam packed.
2. Ice: The ground surrounding the store and in the parking lot was incredibly icy. One guy had already fallen by the time we got there, but no salt had been put down. As I walk to the car (in full view of the manager), I slip and fall and (really) hurt my leg as it slammed into a car door. It is now the middle of February, and my leg is just now getting close to being healed (though there is still pain). The manager, who watched all this go down, didn’t offer so much as an apology or an «are you ok?» If I were him, I’d be falling over myself to make sure the customer was ok and not going to sue me… but maybe that’s just me.

Worst customer service ever! We called & asked if they would fill our propane tank. They said yes & quoted $ 3.40/gallon. When we got there and waited forever to be helped, they looked at us like we were crazy & said they don’t fill propane tanks & never have. They were so rude, I will never use this place if I need to rent a Uhaul.

I own a business that rents between 30 – 50 trucks a summer. I made a deal with the branch manager in March for a negotiated rate on one of their truck style because of how often I rent. They honored the deal every week until just recently when it turns out the GM lost his job. I understand the new management wanting to renegotiate a new deal (nothing was in writing), but now they will not honor the last two rentals I had with the company.
To put it simply, my business spends thousands of dollars renting trucks each year. This year we chose Uhaul because of the deal we received from the GM. Now, they will not honor that deal made by their former GM on the last two rentals we had with them. To honor the deal it will cost them about $ 150. By not honoring it, they will lose my business as a customer and forgo thousands of dollars in rental income over the next year and perhaps following years. I am fine re-​negotiating the deal going forward, but they should honor the previously established deal for the last two rentals.
In speaking with management over the new GM’s head, they refuse to honor the deal. So far I have received only blank stares and rude treatment from their management team. As a business owner, Uhaul corporate should be aware of how their branches are treating their corporate customers. I will not be renting from U-​haul again unless they fix this situation.

Not too impressed. They did their job to standard, but not with a smile, if you know what I mean. The line was slow and when it was finally my turn, not the greatest customer service. When I asked questions about the mileage it was as if I was bothering them. When I came back in to note that the mileage was not the same I got a classic «not my job» from behind the counter and was referenced to the outside crew who had just walked away from my rental. This place is ok on the prices but to get my extra two stars has to come a little ways with the handling of customers. Will return, but only for the choice of equipment and prices.

DO NOT GO THERE!!! horrible service and the 24 hour card doesn;t work. U-​Haul customer service doesn’t work over the phone either.