If I could give zero stars I would they had the truck for two days. Ordered the wrong parts. Terrible communication skills and then to top it off a foot and a half of blue wire dragging on the ground underneath my truck.

A huge thank you this UHaul location and to Isaiah for helping me out on a moments notice. Hes a rock star! A shining light on my trip from FL through VA up the coast.

AVOID THIS BUSINESS AT ALL COSTS! I am nearly certain I have been subjected to a scam involving the installation of my hitch. I paid the deposit in May and made an appointment, only to have my service (an uncomplicated installation) postponed on multiple occasions and told that the correct parts had not been ordered. While I was waiting, my orders were canceled at least twice. I wish that I had spent a little more money to have a hitch installed at a reputable business, instead of being lied to for over two months and still not having a hitch installed. Honestly, even if they installed the hitch tomorrow, I wouldnt trust anything that they put on my vehicle.

U-Haul experienced the same supply chain issues that others experienced during the pandemic, but the owner, Aaron, went above and beyond to ensure great customer service with my recent trailer hitch install. As a small business owner, I have no doubt that it has been an incredibly challenging time for the owner. I appreciated his commitment to his customers and community.

I have used this location for moving and filling up my propane tank on many occasions. After my experience today, I will never do business with them again. I understand that there is only one employee and the waiting times can be long, I have always been aware of this concerning this location. I went in today to get my propane tank filled. There were two customers ahead of me. He helped both, but had to go outside to finish up with the first customer and said he would be right with us. My husband and I were the only ones in the store at this time. He was with the customer outside for about 30 minutes, in the meantime 2 other customers joined us inside the store. He came in and asked me what he could help me with and I said propane. He said he would meet me outside, so we went outside. We wait again, only to see him helping a lady that came in after us at the counter. I went inside to say we were here first, and he said she was checking out and it was only two clicks. He remained at the counter and I went to tell my husband. We were angry enough to just leave. We picked up our tank and brought it to the truck, meanwhile the lady had to go back to her car to get her wallet - obviously we would have had to wait even longer. Ridiculous!!!

IF I COULD GIVE YOU A ZERO I WOULD. THEY CHARGED ME OVER $800 AFTER THEIR TRUCK BROKE DOWN AND THEY DID NOT PICK IT UP. WE CALLED NUMEROUS TIMES ONLY TO BE PLACED ON HOLD FOR OVER 30 MINS EACH TIME. AFTER THE CHARGES HIT MY CARD WE CALLED AGAIN AND THEY TOLD US THE TRUCK WAS ABANDONED AND THEY WOULD NOT REFUND US. THIS IS ABSOLUTELY RIDICULOUS AND I WILL BE CALLING A LAWYER AND PROVIDING CALL LOGS. I WANT MY MONEY BACK. HOW IS YOUR TRUCK BREAKING DOWN MY PROBLEM?

Mario and Aaron were very helpful and answered all my questions. They took care of my car and even gave money back for electrical and harness charges I made inline that were not needed.

Every time Ive reserved a trailer from here Ive had a terrible experience. The first time I had a reservation, but the trailer wasnt there when I arrived - had to drive 20 miles away to another store to pick one up. The second time, they rented me a trailer with a flat tire. The third time, they tried to rent me the SAME trailer with the SAME flat tire - we hooked up a different trailer before the guy realized he had another reservation on it and then refused to allow us to take it (despite our reservation) - he sent us to a uhaul down the street who refused to rent the trailer due to the weather. Absolutely garbage maintenance planning, garbage communication between stores. Not worth your time or money.

DO NOT USE THIS LOCATION OR ANY LOCATION MANAGED BY AARON WILLIAMS! They charged me for an additional day after I returned the truck, and they charged me for fuel I did not use. Mr. Williams does not return calls. Eventually U-Haul Customer Service refunded the over-charges...but then two weeks later Mr. Williams charged my card again! I have used U-Haul for over 35 years, and this is the only bad experience I have ever had with them, but it is the WORST customer service experience I have ever had.

Charged extra miles. Try to take photos of your odometer and best to check out on your phone.

Called willow lawn u-haul asking for a 20 inch trailer, the guy making the reservation informed me they do not have 20 inch trailers but have 20 foot u-hauls available😭😂 At least someone was paying attention and probably thinks I live in a golf ball size house💀

Lote was always friendly and professional. He went out of his way for a wiring harness install when the part didnt come in. Then he found out I already had one that was just tucked out of the way, and he replaced the connection for free. He could have pretended to do the work, and I would have been none the wiser.

Highly disorganized. Made a hitch install appointment for 9am and get a text at 815am saying my appointment has been cancelled as they don’t have the parts and it will take 2 weeks. I had booked the appointment 2 weeks in advance for the same reason. They also charged the full amount including the installation fee to my credit card instead of a pending transaction. Now they will take another 3-5 days to return back the money after I cancelled. This is the 2nd time I had this experience when they did the exact same thing in July. They called 2 hours later to tell me they did not have the hitch for my vehicle and it would need to be ordered. DONT USE THEM

Highly disorganized. Made a hitch install appointment for 7:00am, arrived at 7:00am and they informed me that their hitch installer would not arrive until 12:00pm. I brought the car back at 11:30am. They called 2 hours later to tell me they did not have the hitch for my vehicle and it would need to be ordered. I made this appointment over a week in advance. I bailed on the whole thing, go elsewhere.

If I could give negative stars I would. I was told on the morning of my move that my reservation I made weeks ago was overbooked due to their poor scheduling. They gave $50 which does literally nothing considering I have to move that specific day. Do not use. Barely apologized and not helpful at all in finding a solution after screwing us on our moving day. Do not use them.

They ordered wrong hitch for my car a few times. Waste of time!

Reasonable prices and great service from both people I interacted with. I’ll be back.

If I could give less than one star I would. Scammed me for a $150 damages charge on a 7-mile 2 stop trip that I did not incur. Said photos taken before I leased were deleted. Nobody answers calls or tries to resolve issue. Find another place to rent your van or truck!

The absolute best customer service Ive received in years. Samantha and Justin took exceptional care of us during the hitch installation on our Toyota minivan. WONDERFUL experience!! We will absolutely use this location for any of our future needs.

Worst customer service experience I have ever had. I had paid for and made a reservation for a trailer hitch to be installed, but when I arrived, they had no record of my reservation. They then rescheduled me for a later date with a new order that charged me more and wanted me to pay to have the hitch delivered. While I was in there there were others with truck reservations, but no trucks were available. Both Uhaul and the store pointed fingers at each other and after spending an hour on the phone, they determined they could give only give me a $20 refund. Do not waste your time and money. There is a Budget truck rental right down the road.

Everytime I use U-Haul, I choose the Willow Lawn location. Several times I have been helped by Missie Pendleton. She is the complete package in terms of the personality, professionalism, and courteousness you want in dealing with a clerk when you are tired and stressed from a move. She just makes the experience so pleasant. Really this woman deserves to be promoted, if not to management, even higher in the corporate rank. When I was there picking up a truck, Jacob helped me and he was excellent too.

Samantha and Justin made our move happen!! If they werent so nice and accommodating, everything would have fallen apart due to my poor planning. Next time I need anything from u - haul, I hope to have the pleasure of working with them. Met the GM Lindsay during my return and told her she has put together a great team!

GREAT customer service thanks to new manager Lindsey! I had purchased some packing materials online with the free in store pick up option, and due to circumstances out of her control, the online inventory was wrong and of the items (the main one I wanted) was actually out of stock. We didnt realize this until after I had schlepped myself and my sad sick 1 year old into the car to pick the stuff up.Without going into detail, basically Lindsey went above and beyond, WAY out of her way to get us the item the same day with no extra effort on our part. We have one month left until we move- and I will certainly be back if we need any additional packing supplies. Very impressed!

Yeah service is pretty bad here. I was standing outside pushing the button for service at the propane tank. I even went in and asked the dude and he said hed be right out. I waited a total of 30 minutes and still nobody helped me so I left. Just go somewhere else.

Absolutely disgusting experience. Obviously the managers do not care that they’re employees are unqualified and inept at simple tasks, such as the fact I made a reservation for a rental they said was available and then I get a call 5 hours later saying they actually don’t have any trucks available and we’re rude the entire time. Now I am stuck with no truck with a move in date set for tomorro dead line. DO NOT GO HERE and waste your money.. go to budget truck rentals, I promise you will recieve better service. Will be telling any and everyone to avoid this place

Sorry long story - TLDR: uhaul charged us $3000 without our permission.My wife and I had scheduled a hitch to be installed Friday at 3pm before we left for a cross country move on Monday. I arrived a few minutes early and waited about 30 minutes before I was told they were missing the parts they needed to install my hitch today and the soonest they could help would be a week from now. Stunned, I left and spent 45 minutes on the phone with customer service who escalated my issue to corporate management and had the general manager come back to work. When he arrived, he told us that the issue was that the hitch installer was unable to install a hitch on our car for some reason, not that they were missing parts. I’m still stunned by this because my is a 2016 Ford Escape, very standard car. We came to an agreement that he would ship our belongings in a ubox for the price we were going to pay for our hitch installation and trailer rental, $775. The ubox was expensive though - $3275 - and so he agreed to discount $2500 based on our strange predicament. They do not have uboxes at this location so we had to go another location to access the ubox, and they had not communicated any information between sites, causing a painful delay and potential for miscommunication. We packed up our box and left for our move, about 2.5 weeks ago, and are safely at our destination just waiting for all of our things to arrive. We have been charged $386 and $427 so far, which seems agreeable though slightly more than we’d arranged, but today we received a charge of $3000. I’m still picking my jaw up from the floor writing this but we will definitely not be paying that money. Fully prepared to take uhaul to court as far as we need to on this one!!!

I will always go out of my way to go to this Uhaul over the others. The manager and her employees have always been really helpful and renting is so simple.

If I could give this location zero stars I would. Over the oast two days this has been my saga. I reserved a trailer and the reservation was not held. I scheduled an appointment to have my trailer lights fixed on my truck and received a quote of $51.98 as the maximum charge in the worst case scenario. When I arrived for the appointment they said there was no one there at that time knowledgeable enough to help and that I must come back later. When I returned later, the expert was also not expert. I went to the Chippenham location at that point and Kurt there solved the problem, a fuse gone bad, within 5 minutes of my arrival and sent me along without charge for my troubles. That was a relief after the nightmare I experienced at West Broad.

I had a trailer hitch put on my car and my car was ready when they said it would and the staff was professional and very helpful in explaining everything. the work they did was high quality

This is the 3rd time when i go pick truck, First they say truck which need is not available and later they get ready to provide. This time i faced very irresponsible response from office workers: Have returned a key at same time when i returned truck, still they have messaged (not even called if its so urgent) saying we havent received key please return it ASAP. When i called Willow Lawn office it went to generic customer service of UHaul and agent couldnt do anything more than than passing message to willow lawn office . As they should not change me with penalties i want all down to office again 30 mile just to confirm if they have key. As i went in they said we found key after while when we sent you message. was astonished they didnt care to send messages/call that they have found key. Worst experience!

A really great experience through and through. The gave me a courtesy call the day before and the day of my reservation. Walked in and was immediately assisited by the desk clerk. Never been to a Uhaul and had such speedy service! Would certainly do business there again.

Awful. SCAM TACTICS! Long wait with only two people running the store. Paid full price for a 24 hour trailer rental, but when they asked me when I could bring it back, and I said I hope no later than 6, they set that as the end of the rental period. So when my tasks with the trailer went long, and I called (3 times, all with 10 minute+ hold times, to get to a csr that wasnt even at that store...) to tell them Id have it back before the 24 hours were up in the morning, I was informed that I would have to pay a complete additional rental day. Bait and switch. If you rent for 24 hours, you get 24 hours. If you guys want to try to shorten the rental period, then prorate the price! If you make the mistake of renting a trailer here, tell them you want it for 24 hours, even if you only need it for 30 minutes.

Easy and fast reservationsNice and clean tucks.

Manager there is a very nice person (Slavic surname ). No issues at all with the services

UPDATED 7/10 The truck was ok. The problem was with billing. The store called me and ASKED me to pick up the truck a day early due to a big rush of customers on 6/29 - so I did. Then, they charged me for an extra day and didnt tell me. This was a one-way move - and the drop off UHaul dealer in Waynesboro also charged me for an extra day. I went in person to the Richmond store and was told a manager would call me to fix the overcharge- but 48 hours later, no one has called. Just now, I called the listed 355-1708 phone number which rang to a corporate phone answerer who put me on hold for 25 minutes (and I gave up). I will call again, but for now, all I have is a Google review to express my frustration. ** Update 7/10 - after 2 physical trips to the location, and multiple texts with a manager, I got a refund of the extra day. However, my rating is still 1 star, due to the amount of time it took to rectify the situation.

Rented here many times and never had any problems. The only annoying issue is parking the truck due to lack of space at night. Otherwise I would highly recommend this place.

I have one of the worst experience I’ve ever had purchasing a uhaul with this store. When I first went in I was waiting for an extended period of time for assistance with one person in front of me in line. Needless to say, no store should be left unattended with a register in it. Anyway, they leased me a truck, making me have it for two days when one was all I needed, saying I had to do so which I later found to be false. They assigned me a destination for return that they found in close proximity to where I was going. I was fine with all of this until the next day when I go to return the vehicle.... only to find out where they had me returning it to didn’t exist. I called and explained I would be returning it to another location which they said should be fine. I get there to find out this isn’t that easy. It took me a long time to make this work with little assistance from the store that actually leased me the vehicle. They kept saying that I had to call the 1800 number and that they would offer me no assistance. I was infuriated. How can they lease you a vehicle with no return destination yet I get charged for the extra mileage for such search and the time it takes to do so? It’s an ludacrus buisness move. With the amount that I paid for their service I shouldn’t have to then have hours of headache to return the truck after I had just done such an exhausting move. Bad customer service from th store I purchased the vehicle from only making the situation worse. Extended time on hold and constant switching of people to speak to starting the conversation over repeatedly. No offer of rebursment for such hassle was discussed and had it not been for the store in Stuart’s draft I would’ve had an even harder time. Do not go to the willow lawn location, try another store unless you want a headache too. I believe it was Samantha I spoke to the first time who said that it was ok to drop off anywhere and a man I talked to the second time who had me on hold forever.

Over drew my acct x2. And my sons. Still waiting for refund. 10 days now...no authority

Made appointment online for hitch installation service. When I arrived no one there to help. Counter empty. Service bay empty. After 15 minute wait found someone in service bay. Told him I had an appointment. He cavalierly pointed me to the counter. Counter asked me for keys to leave even though had specifically made the appointment to wait. After a few minutes of no work I asked if they were going to start work soon as I had another appointment. Counter man stated they were looking for parts. After a period of time he reported that they did not have the parts. I asked for a refund. This is the second bad experience I have had at this location. Neither time did I get the hitch installed as requested.

Truck rental wound up costing 3 times the advertised price I agreed to. Made me furious!!!They are trash - go with Burfords/Penske, they are nicer & at least they dont switch the pricing around once you get there.

Great customer service. Fast and easy.

As good as it gets for Uhaul. Roberto was friendly, and courteous.

Super nice and friendly people directly across from my job! :)

Theres always a short wait, but the staff is always helpful.

Decent. They gave me a truck with a burnt out taillight, cop pulled me over, drop off uhaul store paid the ticket.

Friendly staff! Quick and easy service!

Avoid this place at all costs. The workers here dont care about you. The manager spends her time laughing and talking on the phone with friends while youre stuck there waiting for a truck that you reserved weeks ago that say they dont have. Worse, they dont have any. But youll only find that out after 15 minutes of waiting.

Quality of service going downhill. Waited 30 minutes on this round for a basic propane refill, which was not even completed correctly.

Bad customer service. They are very slow and not paying attention to customers.I wont even recommend anyone to come to this place.

Changed my appointment without checking with me. Showed up at appointment and did not have hitch. Terrible customer service. Do not go here!

Today Saturday, May 12th. I had a 9:30 am appointment to get my trailer hitch wires changed only. I was asked if I could come back at 3:15 pm because the guy to change it would be in at 3:00pm. To make a long story short, it is now 6:00pm and Im still waiting for the guy to just change the wires only.

Do a good job.

Quick, efficient and friendly.

Good customer service

Run-of-the-mill U-Haul, but gets the job done.

Clean and presentable

Great service

Joey dust no that