U-Haul

I am a regular here and have to say that the service here is A+. Marcus and Justin are great and have always provided me fast and friendly service every time. Thank you!

People don’t take pride in their job anymore. I made a reservation for a pick up truck. They made us pay extra for a large size u haul cause they gave the last pick up truck away… even though we made a reservation.
When it was time to return we had not gotten checked in on 15 minutes. So I went inside to ask around. I asked the guy at the corner if he could help me. He gave me a flat out NO. Unapologetic. Said that he refused to help me because the people outside were supposed to.
Unapologetic. I will never come back here. I wouldn’t wish coming here upon my worst enemy.

Over the years I’ve used U-​haul for renting trucks vans, and trailers, buying supplies, renting a storage unit, buying propane– specifically this location. Really for no other reason than proximity but I’ve gotten used to the drill here and keep coming back as a result. U-​haul is my go to for moving in general because they beat out the competition every time I need to move.
A few years ago I rented their largest truck and a large car trailer for a move to Oakland the process was smooth and their people were helpful in explaining how secure my ride to the trailer. After we made it up the gas costs almost as much as a rental.
I’ll be using this location again for another large move, just not so far. I always get food customer service so I’ll keep coming back as long as I’m in the area.

They have idiots working here. Not organized at all the porter couldn’t find the keys to the truck I’m renting took him about 30 minutes to check-​out my truck. He spent a good 15 minutes filling up propane tanks. I’d say would cost $ 20 per tank. Get your priorities straight I’m a customer that dropped over a bill on a truck. SMDH

U-​Haul should get –2 stars!
Most people turn to U-​haul when its time to move. I usually do until now! Not only were we overcharged, but this location is VERY unprofessional from the lack of customer service to the person who claims to be the manager/“owner”. When I told the «owner» I would be calling corporate and Unilocaling about my horrible experience… he laughed! The staff is RUDE and shouldn’t deal with paying customers… A Kiosk or robot could do a better job dealing with humans!
We Definitely will be trying a different company next time.

I wish I had come to this page before we arranged to go through this location.
We tried to do the «U-​Box» thing. In theory, it’s a great idea. But the staff at this location either does not care or is totally clueless. We went to pick up the first one and it went relatively smoothly. The guy who assisted us with the hookup was new and clearly not trained but he did his best. We took it home, filled it, and took it back. We were very clear when we dropped it off… it was FULL and we wanted to store it. They had us park it with the empties? I kept saying that it was full and we were storing it but they insisted that we put it with the empties. Finally I got my point across that it was NOT empty, it was full for storage and they had us put it somewhere else.
A couple of weeks later, I made a reservation to pick up another EMPTY. We went and stood in line, only to be told that they were too busy to help us and we should come back later. ??? Then the agent left us standing at the counter, and came back in telling us that our bumper was falling off our truck and that he could not give us the box! That was ludicrous. The same truck that we used for the first box. We went home and checked all the bolts… nothing was wrong! So we went back and the same guy, without even looking at the truck arranged for the box. We wasted FOUR HOURS that we could have been loading the box! At that time, we were told that the U-​Boxes were a pain in the ass. WHAT? All he had to do was do the key in on the computer, he had another guy to handle the actual labor work! So we took the box home, filled it up and took it back the next day (shocking, no issues this time!).
Don’t get me started about their monthly billing practices. They do not exist. THE CUSTOMER HAS TO BE DILIGENT AND GO PAY MONTHLY OR BE CHARGED LATE FEES. They send emails from different addresses so if you have junk filters they go in junk mail. We never, ever received an invoice in the mail. We found out why later. (insert red angry face emoticon here)
After finding out that they were going to put our first box of stuff in to auction because we never received an invoice for payment, we decided that we were done. So we went and paid what we owed and told them that the following week we would come pick up one of the boxes to take home and empty. We were told to NOT go on certain days because they were too busy. Well, guess what. That was my husband’s day off. So we put it off for the next week.
I called and arranged to have ONE of the boxes staged for us for Thursday pickup. ONLY ONE. We got there, and BOTH of them were sitting out front on trailers. At this point, I was wondering how they could still be in business. We had NO TROUBLE with the agents working, they were clearly not trained and received faulty information from the person at the 800# (in Arizona) who took my reservation. So we busted booty to get one home, unload it, then go back and get the other one in the same day. Upon returning the SECOND empty, the first one we had dropped off a few hours ago was sitting in the place that we left it. When my husband went in to tell them we had the second one to return, they asked us when we were bringing the first one back. ??? IT WAS SITTING EMPTY IN FRONT OF THE DOOR! My husband had to go show them, even open it and show it was empty.
And the funny part? I RECEIVED EMAIL CONFIRMATION THAT THEY RECEIVED THE FIRST ONE AND CLOSED OUT OUR ACCOUNT. BUT NOT FOR THE SECOND ONE! This is a week later and STILL have received no confirmation. I called corporate yesterday, and was told that they never checked it in and they would contact Gardena and have them follow up, I would receive an email confirmation. Still, NOTHING.
Oh, and the reason why we never received any monthly invoices? When we rented them to begin with, the agent insisted upon seeing my husband’s driver’s license. OK, that’s fine… but KEY IN ALL THE INFO NOT JUST THE CDL#! They never even had our home address! How can a business be run that way? Some staff was excellent (Doug was awesome and did his best with what he had to work with). Others, well, you get the idea.
U-​Haul lost out on a big deal with us. We will be needing major services soon and it will NOT be with U-​Haul!

After searching via phone for over 3 hours, went to Gardena and they had exactly what I needed. The guy that helped me was so friendly!

My experience with this U-​Haul screams of poor management. I checked in online to expedite the in-​store process and it still took 30 minutes of waiting to be helped. One person behind the counter helping customers and 4 just sitting around talking/​eating/​ignoring the growing line of customers.
When I returned the pickup truck, I was informed to park the truck, lock it, and drop the key in a drop box (the office closed at 7, it was 7:15). The next day I get a call asking me to return the pickup truck. Confused, I told the woman (can’t remember her name), «I returned it yesterday and dropped the key in the key drop box.» She said, «ok, thanks.» and promptly hung up on me. I tried calling back but was put on hold and gave up after 20 minutes.
Two days later I get a phone call from a man at U-​Haul telling me I need to return the keys to the truck. Again, I was confused, so I mention that I returned them with the truck. He replied rudely by saying, «well, sir, we don’t have them», implying that I was lying to him. In the end, they charged me the correct amount for the rental and mileage, but I do not recommend this place to anyone.
All-​in-​all, the total lack of professional service here is enough for me to never come back. If it’s the only U-​Haul avaiable, I will choose another company like Hertz, Penske, or Budget. There are plenty of options available. The only upside was that the truck was clean, but that’s still not enough to earn more than one star.

If you plan to add a hitch to your 2006 or newer SUV, ask to see if they have a «Quick Connect» wire harness available for your vehicle. It is so worth it. It took Jesus less than 2 minutes to install it on my Honda Pilot. I was told most SUV vehicles 2006 and newer come factory equipped for trailer hitch electrical hook ups.
I provide this valuable tip to all of you as I had 2 other staff at this facility try to install an electrical hook up to my Pilot which took them over 4 hours to do as they did not have the correct part and was trying to modify what they had to work with their trailer hook up. Ultimately, they were unsuccessful and I was about to give up on the process until Jesus came to work.
I was so ready to give this place a 2 thumbs down and a poor review for wasting my time. However, Jesus came in and saved this review to become a positive.
I hope many of you find my experience to your benefit.

OK so I liked the fact that we received quick service on a Friday night considering we walked in without a reservation. We were out the door in a matter of minutes, truck ran well, dollys I rented worked fine.
Then I came in to drop off the truck… first of all when you drive in there is a row of trucks so I naturally parked at the end of the row, no one came over to greet me so I locked up the truck and made my way toward the office. I waited in line only to have the girl at the counter tell me I needed to go outside and «check in» first… check in with who there’s no one out there?
I walk back outside and see a gentleman in U-​Haul uniform so I ask him if I could check in with him; this is what he says, «I’m off the clock homes.» Excuse me? Then the same guy not a minute later comes over and asks me if I’m dropping off a truck.
After waiting another five minutes while this guy plays «let’s move all the trucks around for no apparent reason» because there are no other customers or mechanics or any other human soul he finally comes over and checks me out.
Total time to check out: 20 mins.
Total time it should have taken: 5 mins.

This last weekend my boyfriend and I found a large armoire that we really wanted, but had no way to get it home. After being hung up on several times, I finally got through to a U-​Haul operator. She scheduled me for what she said was the earliest appointment they had, which was a 4:15pm. We get to the location at our scheduled time and there was nothing representative of U-​Haul in site. So I called the phone number they gave me for the location. The guy who answered the phone said they had closed at 2:00 that day and he couldn’t do anything to help me. So I called the main number again. They sincerely apologized for their mistake and scheduled me for this location on the corner of Van Ness and Western for an immediate pick up. We paid a $ 100 cash deposit (which more than covered the estimated total), circled the previous damages to the truck on the agreement, and went on our way. We had the truck for about 5 hours total, put $ 20 worth of gas in, and returned it at around 9:00 when our stated due time was 10:15. The next morning I get a call from a lady at the location saying that the keys were not left. My boyfriend returned the truck without me, since I had to get ready for an event that night. So I asked him where he had put the keys. Unfortunately, he hadn’t listened to my directions and had locked the keys inside the truck. So I called the location back to tell them and my call was forwarded to an operator. I left a message with the operator to pass on to the location that the keys were locked in the truck and to please call me so I know all is taken care of. A few hours later, I received a phone call with some lady yelling at me. I was able to determine that she was the lady who previously called me from the location. I told her that I tried to call back and left a message (which she apparently didn’t receive). She calmed down for a second until she heard that the keys were locked in the truck. She started yelling at me again and said that I was going to be charged an extra $ 75 to make another key. I thought this was ridiculous, but accepted it since directions were not properly followed on our part. Later that day I received the bill via email. They charged me for the previous damages done to the truck (about $ 166), an extra day of rental for the truck and the dolly we rented (about $ 35), and for not filling the gas tank back to the level it was at (about $ 67). I immediately called the location and asked to speak to the manager. I was put on hold and shortly hung up on. So I called the main number and spoke to an operator. She took down my complaint and said it would be forwarded to the manager at the location and that he would be calling me. Never received a call, but did receive a revised bill. They took off the damage fees and the second day rental charge but not the gas charge and added a late fee of $ 30. This is absolutely ridiculous! They’re trying to charge for every possible little thing they can think of and its complete BS! We drove the truck about 40 miles total (as stated on the mileage receipt) and the tank was at 14 full when we picked it up and dropped it off. The $ 20 we put in should have covered what we used. As far as I’m considered, we paid more than what we owed. I would never ever recommend this company to anyone!!! Especially this location!!! Find some other way to move furniture!!!

I went in on Wendesday to buy a tow ball and see what else I needed to be set to haul a small trailer on Friday. They looked at my car and said come back Friday. They assured me they can do the lighting in an hour and had the part needed. I came as scheduled but after an hour an 3 failed attempts I did not have the proper wiring and could not pick up the trailer. Apparently he needed a part or more experience, of which he had neither. The sign said they are experts, hah! So the U Haul guy wasted over an hour of my day, couldn’t do the job, and didn’t know where to send me. I know nothing about hitches but with 3 calls in 5 minutes I knew that my vehicle just needed a little tweak to make it work. After a tech from another business did the wiring correctly, I returned for my trailer Saturday morning, a day later than I needed the trailer, and had to wait in line with 15 other people while one person worked the desk. More delays! The trailer itself worked but next time I need a trailer I’m looking elsewhere.

I made a reservation on 2÷22÷2013 for a Uhaul 14′ truck for the date of March 2, 3013 to be picked up at 9 am. I had gotten a confirmation number and even visited the Uhaul the day prior to pick up boxes and confirmed the reservation. The morning of the 2^nd when I went to pick the truck up as I needed to get moved out of my old unit ASAP I handed the cashier the deposit money and she returned about 2 minutes later handing my cash back saying she cannot rent the truck to me, and gives me a number to call to find out why.
After sitting on hold for about 10 minutes the person on the phone returns and says that I owe UHAUL $ 135+ in which I attempted to find out from what and how? I was told a storage unit in which I know I paid in full when I moved out of it over 4 years ago. If I owed money wouldn’t they have cleared my storage and claimed my belongings as payment? Why on earth would I try to rent a truck from a company I owed money to??? So at that point I was stuck on the moving day with no way to get my belongings moved due to UHAUL wanting to play bookkeeper after the reservation was already set. If that was the actual case it should have been flagged when I first made the reservation versus on the day I came to pick the truck up. Someone who was helping me move asked could he put the truck in his name and he was told because he was «with me» that he could not which was complete bullshit.
I called that same day to file a complaint and sat on the phone for over 30 minutes going back and forth with the rep about whatever error it was they had saying I owed them money. She had the audacity to ask me if I had the reciept and I let her know who in the hell keeps reciepts from over ¾ years ago on a storage unit??? After sitting on the phone and wasting all that time– still of ZERO help. Still haven’t heard shit from UHAUL… Oh but they will be responding to the BBB because i sure filed a complaint yesterday. Lying SOB’s.

Service is painfully slow. It seems that they are understaffed. Expect to wait at least 30 minutes before you are helped. Staff has no sense of urgency. Feels kind of like you are at the DMV.

I had slowly moved most of my stuff down to LA in increments during weekend visits and vacations from work when I still had an SUV. I kept a little here and a little there at my momz and friend’s homes over the last few months and when it was finally time to move in to one of my mom’s rental properties, she begged me to get a truck and move it all in one day.
After couch surfing for over a month, the thought was appealing so I checked out the UHaul site and picked the location with the best reviews on their site. This one came up and it was close to my bro’s home (who I convinced to help me). In general, the service was prompt and cordial, but the extra smile and friendly service were lacking. I can say though, that the lady that processed my rental in the morning gave me an extra hour when she saw my panicked face when I was told the time I would need to bring the truck back so I gotta giver her props and thanks for that.
They clearly get a lot of people coming in and out of this location and the truck we got was in great condition and pretty new (compared to other trucks I have rented in the past). Another added feature which I thought was a brilliant idea, was that some day workers hung around the gates of the facility in case people needed some extra help for a move. Moving can be a pain the butt so if I had bigger items, I would have jumped at the chance to hire a person or two. I know my friends and family would appreciate it too! haha
The location is easy to find and the set up convenient. «Get your Move On» at this UHaul!