Id give them zero stars if I could. I reserved a storage unit weeks ago and even called to double check its availability and if they offered military discount. They never answer their in-office phone which then sends you to an answering service who then sends a message to the store. I never received a call back. So, the day before Im supposed to move in, I get the long awaited call telling me theres no storage available and hasnt been for some time. If they knew that why not reach out earlier. Here we are a military family with all our belongings scheduled to be dropped off at their facility, all the way from Alabama, and now we are in a complete bind as there is no storage available anywhere in the city. Had they been a lot less lazy, and more customer service oriented, and proactive, they would have contacted me promptly since they knew they didnt have anything available. The young lady said its because online reservations are not reliable. Well, call me and let me know! A day before move in? Unacceptable. Even if the online reservations arent reliable, they receive notice when a reservation is made. Theres no excuse for this happening.

Employees seem to be making the best of a bad situation. This place is chronically understaffed.

Last name should be Gray, wont let me change. I would give a 0 if that was an option. Aside from the fact that I drove across 2 states to find a uhaul, after a 100 percent guarantee- I was charged 124 dollars for extra mileage when my contract said I could go 364 miles. After 6 hours on the phone, I may have gotten som money back. Still waiting on the regional manager for a return call. And it is documented that a manager called me today, no incoming calls.Do not use!

This location has the laziest employees in the world. They will not answer the phone, if you walk in they dont want to serve you, they will tell you straight up that they are over worked. This franchisee should lose this location and some one better needs to take over.

In a troublesome situation Sara and Super JuJu made sure everything was dealt with professionally! In short, there was an issue with my payment and a simple mix up and they took care of it the right way. Two of the friendliest and easy going people I have interacted with at any U-Haul. I will definitely continue using this U-Haul Specifically! Outstanding service! Thanks again.

There was a wait for the call to reserve a trailer (10 minutes), but the time to actually make the reservation was relatively quick (4-5 minutes). The agent was extremely polite and answered all my questions. So thank you.

Two times they charged me a crazy amount and wouldn’t explain to me why or where these extra fees were coming from after talking to them two days before it was one amount I called to pay today and there was an extra 100 and I couldn’t be properly explained why. Mind you they broke into my storage unit because they got it mixed up with another unit. Do not recommend this place.

I might have a better rating if i didnt hang up the phone after waiting for 20 minutes with no answer.

U-Haul app doesn’t work. I stayed on the phone 45 minutes waiting for someone to answer and help me approve my charge. I would give 0 stars if I could. We couldn’t get the truck we needed and are SOL right now trying to move into our new place.

Worst storage place ever! For one they only have one entrance to the facility. Usually trucks are blocking the only entrance back into the storage areas. Then once you get to your storage area it is frequently blocked by one of the 50 or so trucks they have parked around their facility. Then after you wait in line to talk to one of the customer representatives to move their truck so you can access your unit they look at you like youre the problem. I asked to speak to the manager and of course they couldnt be found and the regional manager couldnt be bothered to return my call. I complain one weekend only to return to my unit the next weekend to have the exact same issue.

HORRIBLE Customer Service. I booked a 6*12 trailer from them. Called them confirmed, did the online check in. I-70 was shutdown so I called them to let them know. They did not answer and it rolled to the national office. They said no problems, they are open till 7 PM. An hour and half later, I arrived at 6:58 PM to find the doors locked. I called them (I have the phone records) and even though there were 2 employees inside and the sign stated that the were open till 7:00 PM both the employees inside and the employee on the phone refused to help.This is FRAUD. Our contract states that they would be open until 7:00 PM. They did not fulfill their word nor our contract. I acted in good faith - they did not. Ironically the initials of Frederick Uhaul is FU. So FU Frederick Uhaul.

I was in the store yesterday to grab a TV box and the girl I believe was named Crissy did a great job for my purchase, but the only reason i am giving 3 stars is because Moria was screaming and crying at Crissy while she was doing her job. Moria clearly is unprofessional and should be fired immediately. Crissy if you see this keep doing your job.

This is probably the worst location we have ever dealt with and we have been using U-haul for several years nationwide. Please use any other location if not another business in this area. I would give 0 stars if I could.1) We had reserved a drive up storage unit at this location about two months ago. We were flying to NC to get a rental truck and load it with our items in storage down there and drive up to Frederick with it. The day of our arrival, we were told that our unit was no longer available and all they had available was two smaller units that werent drive up (one was on the second floor, the other was lower floor but in the back) and the icing on the cake was that it would cost even more for the units because they cant honor our price under our reservation. We ended up having to store our items in an available unit at extra space storage.2) A month later, we reserved a truck rental for a 26 truck way in advance for our move to our new home. On the move in date, I get a call from the general manager Cheryl a little over 2 hours before our scheduled pick up that the 26 truck is no longer available at the scheduled time but may be available an hour later. We have movers scheduled so that wouldnt work. All she could offer was $50 and a 20 truck. Called the regional manager and somehow a 26 could possibly be available now that would be able to make it there at 3:15 hopefully, if not they agreed to a 20 truck with an enclosed trailer so I wouldnt have to make multiple trips. I arrive around 3:30 to give extra time for it to arrive. The place is a mess with trucks everyone and one girl trying to manage the front desk while two other staff were doing who knows what. Get to the front desk finally and am told they have the 26 truck and good to go. I inquire about the $50 refund and Im told it was here by 3 so we cant give that. I leave a message with the regional manager as to the denial of the refund and go about my move. The next day I get a phone call from the regional and general managers saying that 3:15 was never discussed, that they had said 2:45 the truck would arrive and if not then we would do the 20 with a trailer with the discount. This 3:15 time I must of made up then and their calls werent conveniently recorded.My advice is dont use this location, they dont honor reservations and blame it on business with humans and human errors but dont strive for customer service. We have been long standing uhaul customers for multiple cross country moves and this has been the worst service and experience we have ever had with uhaul. And for the poor customer service coming from a general manager and regional manager speaks volumes.

I was in the market for a storage unit rental. The two people behind the counter were extremely rude, not interested in helping me, and refused to show me the inside of the unit I was interested in renting without any explanation as to why. In fact when I pressed further on where the storage unit was they didnt even know where it was located and had to look at a map. The man working behind the counter then decided to take me to look at the storage unit after I said I needed to see how the unit was sealed, so I was under the assumption they had changed their mind and would let me look inside before I decided to rent. Once we got to the storage unit, I asked to look inside, he refused to to open it and said I dont know what to tell you. I told them I wouldnt be renting from them and walked off the property. I went immediately next door to Public Storage who had excellent customer service and allowed me to ask questions and see the storage unit, where I proceeded to sign a contract. Too bad Uhaul lost 200 dollars because they couldnt be bothered with courtesy or customer service.

Great selection of packing supplies and good prices, but the service is lacking. I literally walked into the office and stood there alone for 5 minutes. Eventually I just left.

The team in the store this afternoon was phenomenal! I ordered 45 boxes of all sizes online and went to pick-up in the store: they did everything - gathered everything and worked really hard loading them into my car. I barely had to lift a finger. I’m so thankful! Super nice, organized and professional team! Thank you!!

Short staffed.Parking lot full of trucks and could not park. Only one person working at the register in the whole place.

My interaction with the staff has been nothing but positive. However, this location needs to train more employees on propane refill or simply stop offering the propane refill service. More often than not, Im greeted with Sorry, nobody on staff today/tonight is certified to refill propane.

They don’t keep their masks on and are rude if you ask them to put it on correctly. Be carful!!

Rate over 5 not 1 . Rate 10 plus the greatest staff ! Extremely helpful to make everything possible and easier for you. Friendly. Will always use them, they treat you like you are important to them and that says it all. Thank you Uhaul Staff for the excellent customer service you gave to us. Superb manager, right there to help and answer questions we had. Jay,Judy and Robert. Frederick Maryland

I rented a unit at this location for about 5 years. The management there is outstanding! The site is secure and easy to load/unload. I couldnt ask for a better service. I rented a truck for them too. When we had a family emergency and needed special access, they were very accommodating. I wrote a letter of appreciation to the U-Haul management so they knew how great the staff was at this location.

What’s the point in having propane fill up station when no one can ever fill? 3 times now we have been told that everyone is new and no one is certified to fill. Wow turnover must be a thing here. Will never be back. This is a big cookout season and I suggest don’t waste your time even going here.

I deal with these people on a regular basis, at least once or twice a week. Ive been there when its crazy busy and Ive been there when Its slow. Ive always been treated well and the staff there is great. I would recommend this place to friends..

I called two times and they put you to wait on line for several minutes until I give up. Need to hire more employees

Thank you Cheryl Murphy for fixing all issues we had. We apologize profusely for the upset early in the morning. You were more than AWESOME!

I don’t understand how anyone could give this terribly run place 5 stars. I’ve been here twice now and will never come back. Incredibly long waits because the people working are slow and there’s usually only one of them. Tried to use the mobile sign in to get a van late at night and didn’t work—and neither phone number worked for support. Even if the location might be convenient, go elsewhere. Better yet, find an alternative to U-Haul. They shouldn’t offer the mobile pickup if they can’t support it.

Was very busy but the line moved quickly and they had me in and out on a Saturday faster then any u-haul I have used

Best Uhaul you can ever go to. Outstanding customer service and equipment availability is great. Weve been using a lots of other locations but once we found this one we wouldnt go anywhere else they have almost every equipment U-Haul has to offer always in stock. The front desk staff is very friendly and they help you where is check in and check out of all of your products

Aliyah was absolutely amazing. She went above and beyond when was in a tough spot. I highly recommend her for anyone looking to go to uhaul l.

Best U-Haul rental place in town I think. Cleanest trucks, friendliest most helpful staff. Nice facility. My go-to U-Haul when I need to move something bigger than I can handle in my own vehicle.

Always willing to help. Used it a couple of times!

Ilhea was so friendly and helpful. She helped make my recent move a little less stressful.

These guys are some shady operators let me tell ya... Bait and switch like a pro!I made a reservation for a trailer and a truck to haul it.When I arrived to check in they informed me that the truck they were renting me did not have a ball hitch, and because of their shortcoming I would have to pay extra to make the truck and trailer functional.I walked out on principal. The store manager sat idly and watched as she lost a $187 sale over it.

I have utilized the services of U-Haul and Storage of Frederick several times in the past 3-4 years and each time the service is outstanding. Professonal, polite, and punctual. The shop itself is kept immaculately clean and it is very inviting. Today I had a trailer hitch installed...well priced and done quickly.

After having my rental fall through I was able to call and rent a van within an hour at U-Haul on Prospect in Frederick Maryland. The customer service was excellent and the drop-off was so easy the girl there was so kind. I will now rent from U-Haul and not from Home Depot and recommend this location as well.

This location is great !!! Shawn Youngblood was very polite, helpful and resourceful. I wouldnt go anywhere else. Contact Shawn for all your needs he will give you a five star service!!!

Unhappy with the customer service as well as the reps. Will pay my account and close. Will go the public storage next. Refuse to pay 200.00 for a storage with poor customer service. I got transferred around for 2 hours. Beyond upset

Very bad.Very very very very very bad

What a disappointment. Made a reservation at 3.30 or 4 yesterday to rent a enclosed trailer to pick up at 5. Drove an hour to get there (near my storage unit) and they had a power surge that fried their modem so they could not complete any rentals. Now I understand this is out of their control but what is really upsetting is that they said this problem happened over an hour BEFORE I made my reservation. Is there no communication with your call centers? Why would you send people to that location if they know they cant help customers? Ok, so maybe your land lines/VOIP phones were out too-do NONE of your employees have cellphones to contact corporate to tell them not to direct customers to that location? Waste of time an completely unprofessional on Uhauls part. Made no effort to right the problem with me, they just canceled my reservation with no contact what so ever.

Worst place ever. They didn’t have the one way truck as promised. They only had in-town available, so I took that. We ended up needing a second truck. I called and talked to the manager, he said we could do a 24/7 rental since they were closing soon. I had to call the main number and they would get the truck available for me. So I called and went through the process, I open up the key box and no keys were inside. Now I’ve been on hold for 20 minutes. I’ve been sitting in this sketchy neighborhood for 45 minutes now. Won’t be using Uhaul again.UPDATE: they now charged me $215 for the trailer they forgot to charge me for. What a joke company. STAY FAR AWAY FROM HERE

This is the place if u want rent a truck around here.. really nice customer service.. there are a white guy name johns or something.. i really appreciate his service.. a good place.

Best staff and service, hands down! We originally rented our truck and vehicle tow-dolly from a different U-Haul location in town and had problems. The staff at this location helped us get everything on track. They were very helpful and a pleasure to deal with! I highly recommend this location!

Need more saturday afternoon help. Waiting for 45 minutes, 6 on line with 1 cashier. Prior experiences were much better.

I dropped my trailer off and took advantage of the free storage, which was a nice feature of the rental. My wife and I moved from out of state and were still house hunting when we put our stuff into storage. The day we transitioned in to storage we were going to continue house hunting. I had to be down in DC for work then next day at 7 am so I asked if it would be possible to come back after hours and get our luggages. They were supposed to set us up for extended hours. While we were being shown the sign in function and shown our locker the employee told me the price and I said thats fine Ill come back with you and pay now. He assured me it wasnt necessary to go back to the office, that he would take care of it and that they could just add the ~$10 to my account.Once we arrived after hours our login was denied. This resulted in a last minute trip to Walmart for clothes, and toiletries. My dog and I both had medicine locked in the locker as well. After multiple calls and voice mails to request compensation, I never heard from the manager.They only time i did hear from the manager was when he called to inform me that we had not removed our lock on our locker and we were incurring new charges for the month. I told him we did not wish to keep using it and it had been empty for several weeks now . He said no problem, but when asked about compensation for the extra charges we had to incur for our move due to their communication internally, I quit receiving follow up correspondence and replies again.This was the 3rd time weve used U-haul in the last 3 years, and have had great experiences, just not this time.

At first I was pleased with this U hual. Until today we learned they put their lock on our storage. We had to pay for their lock to enter our storage. This was never discussed when I paid and signed for my unit. We also were not notified of this until we showed up to the unit. A simple phone call or email would of been appreciated instead of showing up to our unit locked until we handed them $8!! How petty of a business...

They used to be great but service is slow now and they have messed up several reservations of mine lately. Im not sure if its this location or a company-wide issue but Ive been overcharged and had costly mistakes made by them. When enterprise is open, Ill go there from now on.

My moving experience was great all the way up until checkout. I had questions regarding my contract and the girl I dealt with was very rude. Also the girls boyfriend was there (who does not work there) and jumped into the conversation and tried to start a fight with me. Once I checked out the girls boyfriend was on the other side of the street wanting to fight me. This was very traumatic for my girlfriend who is on medication for anxiety. She felt threaded so I walked across the street and confronted the guy. He had a knife and other weapons in his pocket so I stepped away and walked back to my car. This experience was horrible and I will be giving a review on my experience for everyone. I told the manager and she said she would check the situation out but never got back to me

Rented a 4x7 trailer to pick up a riding mower that was 48 inches wide. Turns out the trailer is not 4ft wide but only 3ft. 4 inches. So I drove several hours to find I couldnt pickup the mower. I contacted Uhaul and since you cant actually contact the individual locations I get Uhaul corporate on the line they transfer me and nothing, no answer, no call back. Waste of time and money.

Great service. Amanda was nice, professional and very helpful

The customer service staff here is great, David, Ileah and Vern were awsome but The manager here is terrible never available to talk to customers who have questions and always talks down to her employees never a steady staff always new people

My five stars is for Kendall. He searched all around the facility for my lost key card and Bluetooth adapter that fell out of my pocket the day before. Hes the dude and the real MVP. Give him a raise, Uhaul

Very pleasant employees, helped with getting me into my storage .

Good afternoon,Its been almost 2 weeks and my bin of shoes has not been recovered.Facts:My husband left the bin on the truck on Saturday July 7thHe called within the hour of dropping the truck off on July 7th to let them know that the bin was left on the truck.My husband stopped by on Monday July 9th to retrieve the bin, staff had no idea what he was talking about.I called all week long to speak with someone about my bin, starting Tues 10th. I had to leave several messages each day with the call center. Even though I called the store location I could never get a person on the line from the location.Thursday July 12th I filed a formal complaint.Finally, Friday July 13th I received a call from Cheryl Murphy. She said she would look through surveillance tapes and get back to me by Tuesday July 17th.I emailed Cheryl Tuesday the 17th, no response. I emailed Cheryl Wednesday the 18th and called, left message, no response.Today is Thursday July 19th. I finally got an email from Cheryl Murphy stating she searched the surveillance tapes and did not see anyone take anything from any truck.Please explain to me if your protocol is to search and clean each truck thoroughly after each customer drops it off (told to me by Cheryl) how my bin of shoes/boots can disappear??? Also explain to me why if we called within the hour to notify UHAUL that the bin was on the truck that it wasnt immediately put aside for your paying customer ?? Now im told Im sorry I wasnt able to find anything for you. How is that going to replace the shoes I wore on my wedding day or the thousands of dollars I spent on my shoes and boots? I now have 1 pair of flip flops and 1 pair of sneakers, thats it! I was offered no compensation for what happened. We followed all the right steps to let UHAUL know that my bin was on your truck. Your staff are either incompetent or they are thieves. How can anyone feel safe renting trucks from your company?

They had everything I needed to haul a small trailer. Fast and easy.

Friendly, helpful and patient staff. Great doing business with Frederick U-Haul!

Good setvice, good prices, new self help system works great!

Great Workers. Always Helpful

Rude lady behind the counter, lacks customer service skills.

Fast and courteous service!

Large selection of moving supplies at good prices.

Amazing prices, and nice, helpful staff. Ill be going back.

Only there to return unused moving boxes. Employees were helpful and served well.

This place always seems to have the truck or trailer I need available. Had multiple problems getting my storage unit, and access to it. The carts they have are tiny to haul things. If you have issues, dealing with this staff is the worst, including this mysterious Cheryl, who has never called me after corporate said that she has to call me within a certain amount of time.

People are nice but management is awful. Why bother selling propane if you arent going to have anyone certified?

Very fast service! Clean vehicles!

Uhaul website is a joke. Service is slow.

Great customer service for people who have failed at planning

Rented from here nice staff

Pretty good experience for me

Great customer service.

Dont like the way they are closed after 8. The hours are in need of upgrade

Excellent service and knowledgeable employees

Worse place ever, will never rent a truck from them again!!!

Have everything you need to move. Friendly

Good staff, clean.

Neat, clean, fast and friendly!

Very friendly service

Good owner and staff

Easy storage area

Great place.

No one in office when I arrived. I guess they dont want business. Not recommended.

Easy rental

Quick service

Outstanding management