Reservations have no purpose at this location. Placed a reservation for 9:30am and once arriving was told to wait an hour. Now it’s 5pm still no car and they keep telling me to wait an hour. If they have no cars for rent why not just say so instead of BSing people? People around me in line had the same issue. Don’t trust a word they say because it’s all lies.

This was the absolute worst experience. I had made my reservation for a truck more than a month ago, and confirmed my reservation 2 days ago. Now, at 8 PM the night before I am supposed to pick up my truck, I get a call that says they have moved my location and my time from 9 AM to 5 PM. Not only am I receiving this call after business hours on a Friday, but there is no solution given and I am told that this new 5 PM pick up time is “tentative” and they “hope it will be there.” This is completely unprofessional and unacceptable.

I had the greatest experience at this U-haul. Shandi and Shawn went above and beyond the call of duty to ensure that I was able to have what I needed. I was already very stressed because things seemed to be falling apart before our big move, but they took the extra step to help illeviate my stressful move. To add to it, they had already had an amazingly busy morning with long lines and waits. They could have easily held that frustration and not cared anything about my issues, but they cared enough!! It meant more than they will ever know. Thank you again Shandi and Shawn!!!

The van was new, and in good condition. This location also has a ton of moving supplies, as well as a free box bin. The service, however, was somewhat slow. It would have been quicker to deal with all the photo taking off checking the van back in on my phone than waiting on an employee to do it

Updated:I had my hitch installed at a later date and the installation so far seems to have everything in order. The only hiccup was that they could not use the wiring harness I ordered due to a manufacturing defect. But they offered a replacement that functionally was the same. This helped sped up the process for my move after the initial delay. I am very thankful for the staff that helped me during the installation. I would however advise anyone who makes an appointment here call in advance to make sure everything is in order for any purchases made online.Previous review:I had made a reservation for a hitch and wiring installation for 2:00pm. I made this reservation roughly a week in advance. Unfortunately when I arrived I was told they were missing a part necessary for the installation. I was then told I would have to wait 4-6 days for the part to arrive to do the installation as I had ordered. The only saving grace for me is that I can afford wait for the part to come in. However if I needed that hitch installed sooner I would be in a very rough place.

LaShawn was amazing! Very personable and helpful.

The manager in that location is really bad, how in the world does she still have a job. Rude and clueless, has no customer service skills whatsoever.

Went in on a Sat looking for an open trailer. They had one and got me out very quickly and the return was even smoother. Its not worth asking friends to borrow their truck, just get a trailer

I had the worst experience at this location and would not recommend anyone to come here EVER! I had an appointment show time of 9-9:30. I got in and signed the necessary paperwork and they said they would call when it was ready. I said that I would just wait since it was only going to take an hour to hour and a half. Then I was informed by Crystal that the hitch mechanic would be able to start but wouldn’t necessarily be able to finish it until later and that I should have been told that it was strictly drop off only. I said I was told it should be dropped off with my clearly ignorant assumption being I could also wait. I said well how much later are we talking? She (crystal) then informed me that there wasn’t going to be another person to assist with the hitch installation until around 1 because she couldn’t be left alone in the store. So I’m now mad because why even set me up for a 9am appt if there is a chance you can’t complete until the afternoon. So I call another u-haul location and speak to someone about bringing the hitch to them and having them install for me. I decide I’m going to purchase the hitch and take it elsewhere for install. At this point I’m working with the hitch mechanic (Ivory) and I get my total as $184. I then said no, that’s incorrect, I only want the hitch nothing else. She (Ivory) said well since you’re not getting it installed by us that is how much it costs separately. So I asked why online does it show that it costs $129.95 to have it shipped to me? She couldn’t answer my question and instead says that will be $134, I went ahead and waived the “fee”. I said, you didn’t waive anything that’s the actual cost of the hitch. I left with my hitch and went to another U-Haul for install. I would never recommend this location to anyone based off of the appearance of overcharging customers. They also should have better communicated that they were unable to truly support my hitch install until the afternoon. A suggestion to management would be, don’t schedule customers for appointment times that you have no intention on honoring fully.

They had everything I needed. I have some physical issues and the young lady brought all my stuff to my truck and loaded it all for me. Excellent experience.

These people will LIE TO YOUR FACE. Then, LIE AGAIN when you question what they did. HORRIBLE CUSTOMER SERVICE that cost me an extra $150!And Im talking about the Assistant Manager AND Manager.Yes, they were polite, etc. when renting. In fact, it was quick and simple, or so I thought... But after purchasing the insurance on the vehicle and being assured that I would bear NO financial responsibility should anything happen, well, that sure changed when something DID happen. A simple, incidental cracked mirror will cost you AT LEAST $150 extra, people. I can only wonder how many other unexpected $150 charges were added based on the number of scratches on the truck that had already occurred when I received it. (Theyre all marked). They wont tell you that while they push the insurance on you.Yes, they try to get you out the door quickly and easily. BUT THEY NEGLECT TO TELL YOU VERY RELEVANT DETAILS REGARDING THE INSURANCE in the process. I had the manager LIE DIRECTLY TO ME after the fact, telling me that she went over the contract line by line. That absolutely never happened! Just a sign here and youl be on your way... (The sign here is on a small tablet at the counter - not a pen-and-ink signature. That electronic signature then prints on the contract, which is quickly folded up and handed to you to send you on your way.) They rely on the Well, you shouldve read the fine print rationale. While true, I RELY ON THE WORDS OF THE CUSTOMER SERVICE PEOPLE to ensure Im getting what I expect. Shame on me I suppose. Especially when THEY volunteer that I will not be held financially responsible. Thats what they tell you, without mentioning thats it contradicted in the fine print.NEVER GOING BACK.PS - They got 1 star only because I didnt want a ZERO STAR to be misinterpreted that I forgot. Needs negative numbers.

Great customer service!!

Had a great experience. The truck was ready for my scheduled pick up and when I returned, Ivory was exceptionally helpful in checking me out. Will do business again.

Here the customer is ALWAYS WRONG!Sadly, employees do no take time to explain details to customers Like that they charge you more money or do an incomplete & incompetent job to your car. We got a quote over the phone for a hitch for our jeep, and then we when ahead and put it on. Never where told that we need it wires, as well. Once at the U-haul location in NC we were told that our hitch is NOT GOOD to pull the trailer that we needed to move...what a nightmare! After two hours and extra $ 119.00 we were finally able to use the hitch. Once, we called back this location to complain, because of the problem they have caused...they simple got rude and screamed at us telling us that it was our problem for NOT asking for wires??? We did not know that we needed then. Once we called corporate to complaint about this location...corporate just simply got the same location to call us and keep telling us how WRONG we were, and that was OUR FAULT, anyway. Employees here laugh at you telling you that they dont care that you call them, because they dont work for corporate. So, here ...CUSTOMERS ARE ALWAYS WRONG AND WELCOME TO LEAVE!

MILITARY FAMILIES BEWARE!!! HORRIBLE PLACE! I can’t believe they charged me $381.74 for a LITTTLE SCRATCH! Unfortunately we’re moving out the country and didn’t have time to fight this SCAM! They literally ripped me off. I should’ve took pictures of the scratch and put it on here. Their a joke. They said since the truck was brand new we gotta pay for it. Please do NOT RENT FROM THEM THEY WILL RIP YOU OFF! ZERO STARS!

I got a hitch installed two months ago and it’s about to fall off. I brought my car back to them and they said they can’t do anything about it and it’s normal. Which is absolutely wrong. So now I have to bring it to somewhere else and try to get it fixed. I would not recommend this place sorry.

Ivory has been the best help to me all day. I started with a garbage day and she was patient and worked with me and made my day much better with smiles all around. Bless her

Excellent service from Brett H! Fastest and most efficient check-in and out we have ever experienced at a Uhaul. Truck was new and clean. Highly recommend!

Employees were courteous and friendly. Over the years I have used this Uhaul location without any problems.

Rented a trailer that was too small. Went on line and reserved next larger size. Arrived next morning swapped it out and they just updated my contract no hassles no extra charge except for difference in trailer size. Cant be more fair.

A model of inefficiency, this U-Haul location is as bad as it gets. With incredibly rude staff who dont seem to have any idea what theyre doing, any other business owner looking to infuriate their customers should shop here for tips. I assure you, you wont be able to find worse customer service anywhere else or even be able to create as many unique ways to fail at meeting even the most basic customer needs.

Staff was friendly and courteous. Just make sure they give you the correct truck, lol.

I read these bad reviews from this place and I just dont see it. Jennifer, the manager, was so amazing and extremely helpful.My husband and I were moving across the country to Utah and rented a trailer for his truck to put my car on and tow. When we got to uhaul they hooked up the trailer and let us drive my car up into the trailer. Unfortunately my car wasnt go up and we couldnt figure out why. Jennifer helped us and explained what was wrong. She then continued to help us by making sure the car was on the trailer properly and the straps and chains were attached properly. Even wgen we came back to her 3 or 4 times she was extremely kind and never fussed or rolled her eyes at having to help us multiple times. Thank you so much Jennifer our trip went well and we made it safely!

Horrible place. Attempting to charge my credit card several times. Has got to have the Rudest and the absolutely most incompetent employees working there. BEWARE!

This is a great place to pick up a u haul. This particular u haul has a lot of trucks that need to be fixed. Looks like they went through a hurricane!

I called after talking to another location in the Newport News area, who scheduled me for a trailer hitch install, then called and said that they did not have a mechanic to install a hitch after noon. So when I called this place, o talked with the actual hitch mechanic that stated he could install a hitch at any time of the day. So today this place calls me and says that they do not have a hitch mechanic after noon either. That they could do it in the morning, after I had already told them that I work in Chesapeake and could not drop off my car or wait there for 2 hours. The lady on the phone, Nina asked with an attitude what do you want me to do then? I told her that her mechanic said he could do it anytime that would be convenient for me after work, and she said well thats not the case. Heres not the case, this is the second Uhaul to do this, so never never gonna bother thus company again.

The employees were friendly and knowledgable of the business. It did put a damper that there were no 20 foot trucks available. So I utilized a 17 foot truck. It was also a bit of an inconvenience for me to take the truck back to the store i got it from instead a store closer to where i moved to due to a significant decrease in how much I was to pay.

$25.00 CLEANING FEE!! I had a four hour rental and turned the truck in after two hours with a full tank. I had bought a cup of black coffee just before turning the truck in and had it on the center console cup holder. A few drops spilled onto the center console and drivers seat which I immediately wiped up with a wet cloth before turning the truck in. For this they charged me a $25.00 cleaning fee. What a money grubbing, penny pinching, rip-off outfit.

Rented a u-haul to move my daughter home from school. Very nice experience. They also have storage unit available for rent at this location.

Easy to work with and vehicle was clean.

WORST SERVICE I HAVE EVER EXPERIENCED IN MY LIFE!! Schedule to up a uhaul and they messed up my reservation and the guy that worked there...name is Bret, told me to come back when they was closed. All of my furniture will now be on the street because of this error. I stayed on the phone with customer service for 2 hours dealing with this situation and still havent gotten no we are sorry or no resolution.. Horrible

I purchase boxes all the time for shipping things sold on eBay. So I purchase a box from this location, take it home & put one piece of tape on the bottom of the box thinking Ill be able to use the box no problem. However, the box was way too big even if I cut the box down. So I take the receipt and the box back to this uhaul location and as soon as I walk in an older skinny lady tells me that I cant return a used box. According to these reviews, the ladys name is Jennifer. What a joke of a manager if thats what she is. For an $8 box that was never used and because of their terrible customer service, I informed them before I left that I will never be doing business with them again. Most likely hundreds of dollars in my business that this location will never see. So I took the one piece of tape off the bottom of the box and returned it to a different uhaul location which I will be dealing with moving forward. Oh and there was an older guy behind the counter whos customer service was just as much of a joke. Without even looking at the box he asked me, Would you buy a used box? Which I replied, If its not any more used than this one, absolutely! I just purchased a used box a couple days ago which had one piece of tape on it and was actually a floor model for a Goin Postal location.

This place went above and beyond for my wife and me in fixing other u-hauls screw up.Jamie which is a GM at that location have stayed there for 7 hours with my wife and i and made sure that we are taken care of and that we are good to go because we had a 2500mi move in front of us.Staff there is a top notch and i will certainly be using them in the future if needed.

Awful service, put a 4x8 on reservation and paid for it a month in advance. They called 4 times and ask for us to take a larger one, we said no. We got there, the parking lot was so full we couldnt drive in, when we finally got a place to pull in, I drove around the building while my husband went in and waited in line. It was after 12 by that time, clerk told my husband, they canceled his reservations bc he was late as she took next person. I went back in and someone else help us, we had to take a larger uhaul. I called manager and will speak to her this week as we return trailer. 2nd clerk was trying to take care of us as they had rented our smaller uhaul while we stood there waiting. 2nd rental there and last rental for us!

Upon arriving there was no parking available to customers...it was full. I took an empty parking spot that I knew was meant for their trailers or what not only to be met with an employee yelling at me across the parking lot. Its not like I was planning on leaving it there very long! And guess what? It was still empty when I exited the building. I moved my car into a non-existent parking spot near the other customers. Surprised I didnt get yelled at again by the parking police. We went inside, when it was my turn she had no record of us picking anything up at that location. I found her to be a little rude and short with us. I pulled up my email confirmation and read it to her that said I was picking up at the J Clyde address. No apologies or anything, just said she didnt have the truck and to go to another uhaul of which she provided the address. Fortunately, that uhaul was much more pleasant all around. It was off of Warwick Blvd. If I ever need a uhaul again, Ill be sure to avoid the j. Clyde location.

Fast and prompt service. Had a discrepancy, and they were open to correct it

Worst customer service Ive ever experienced. One person working, doesnt seem to know what hes doing, waited for over an hour to get a truck I reserved the day before.The manger is extrealy rude need to learn how to talk to costomers .

Wade was the best person to fix the mess that Hampton U Haul made of my hitch! Way better customer service. If you have the luxury of choosing, choose the Newport News u haul!

Rude staff, morons that cannot understand common sense and who, although they had 3 trucks sitting there, lied and said they had nothing- until we called corporate when they quickly found one of the 3 trucks just sitting around! I have better things to do with my time, and so do you.

Jamie, the GM at this location is the only reason I am still a uhaul customer after the terrible treatment I received from the Warwick location! If you need a Uhaul go to this location not the one on Warwick

Dirty

Fast, friendly two young ladys working in there.

Honest service

Very poor service. Employees were to busy stuffing their faces to do the job right. Didnt add my handcart like i requested and had to come back in. Very rude.

Good customer service but need a bell or something because I stood there 7 minutes before I got help

Very rude and racist employees, and the manager need to learn how treat customers .Very poor customers service never come back to this location .

Terrible costumer service the worst I have experienced

Employees dont even follow their own traffic rules forcing me to wait on the main road with a truck.

They were nice enough.

Seriously the worst customer service in the world. One, they yell at you to bring the keys, they dont care about over-fueling the truck with the return but if you go over a mile they charge 44 cents. I wont be using this place anymore for sure!

Busy place in the late spring and summer.

Friendly people and nice trucks

Storages is expensive and very small

Fast and friendly

Great

Great

Rude!