U-Haul Moving & Storage Of Redwood City

Do not go here. I went to empty out a locker. There were two people in front of of me in line. It took 40 minutes for me JUST to get entry to the locker so I could close it out. When, 5 minutes later, I returned to the office, to tell them the locker was empty, the manager told me I had to go to the back of the line again (now over an hour long) just for my 30 second close out. It was, incredibly enough, worse than the DMV. Problems at the location are:
1. Rude service and incompetent management – particularly by manager Nicolas Lopez – that badmouths its own business, makes no apologies for delays, and makes no effort to move things along. La-​di-​dah. Who cares if people are waiting for over an hour?
2. Computer systems that are slower than those of the 1990’s and simply do not work.
3. Poorly maintained locker areas with rat traps everywhere. There is so much storage around. Why would anyone go here when there are nice places elsewhere at similar rates?
4. Impossible website. We tried to set up something up by phone before I arrived. After 10 minutes, they sent us to the website. After 30 minutes of struggling, we couldn’t do what was suggested. We called back. 15 seconds later, things were fixed. Really? We had to go this route.
Really, don’t go here. Don’t go to Uhaul at all. And President Don Thompson, either train your staff or get better people.

Had a reservation set for 2 weeks prior for a 17 foot truck. 2 days before moving day I was called to say that I couldn’t have the truck I had reserved and that I could only have a 15 foot truck. Completely disregarded my needs and expectations for what a reservation actually means. Showed up for pick up at 7am when they opened. No employee showed up to open the store. They did not open until 8:15!!! Then they incorrectly billed us for 5 sets of blankets when we only ordered one. It took 30 minutes on the phone and speaking with 4 different people before they would correct it! Worst customer service I have EVER received. I will never use u haul again and will tell everyone I know to steer clear!

Terrible experience with their storage unit service. First after paying my rent on time monthly they put a lock on my unit and said I hadn’t paid. I went into the office and said this is a mistake and the rude person working there said «Well I wouldn’t put a lock on a paid unit» after arguing with her for a bit and confirming my bill was paid, she said «oh, you’re not using an approved lock.» and said I had to buy one of their «approved» locks right then or she’d wouldn’t unlock the unit. I had a different «approved» lock in my stuff in the unit… Finally when I vacated out of my unit I notified the office I did so and asked if they need 30-​days notice. They said no and everything was good. A few days later they say I need to come in to sign exit paperwork, after I had already moved out of the area. They charged me for may and after protesting to Uhaul customer service twice I finally got a call from the store GM. He refunded my May rent and said I was now fully moved out no paperwork needed. The business they’re running there just shouldn’t be this hard.

Cons: They move slow. Took us awhile to get going
Pros: They were extremely accommodating and nice. I couldn’t return the truck in time and they let us keep it overnight at no additional cost. Great customer service guys, thanks. They also let us use the mattress pads at no extra cost.

I got a laugh out their general blurb to advertise their trucks:
«All U-​Haul rental trucks use cheaper, cleaner and more convenient unleaded fuel. «
Conveniently, since more than 20 years, it is also illegal throughout the US to use leaded fuel. What sort of nonsense is this?

The gutter ball of rental places. Do everything in your power to avoid this place. It’s not the employees it’s the parent company. They need to GET WITH IT.
1. long lines
2. botched appointment scheduling
3. weird vibe
4. not as easy as it could be

Worst experience with a company I have ever had. Our U box was over 3 weeks late from the delivery due date in Michigan. The box was damaged and the shipping company would not move it for U haul. During that time, I would call everyday to find a status of the box with no success. The general manager finally called me 3 weeks after the due date to tell me he still had the box!!! How can any company operate like that??? Our babies clothe, toys, crib and all our my wife and I’s possessions were in there! Amazing at the frustration and anger I feel about this company and to this day, months later, the only response I get from them is a collections bill because I disputed a charge on my credit card. Amazing. Never in my life I been so FURIOUS with a business.

Reserved a truck for a big move, and we already had our stuff stored here. Showed up and they didn’t have it and said I had to drive to another town to find one, even though I called earlier in the morning and confirmed I had a truck reserved there. We ended up needing two trucks from another store since this place screwed up. Then, after we moved out of storage and into our place, and obviously closed out our rental agreement, they continually called us and said we were late on rent. In the end, the manager wasn’t helpful and made our move a total nightmare. BTW the other Uhaul was great, but this one sucks in management for both trucks and storage.

This place. I get angry just thinking about them.
We are moving from Stanford back to Maryland in a month. Over a month ago we attempted to set up things for our move online but the interface is useless. So, we decided it’d be better to go speak with them face-​to-​face. That ended up making things worse, though we didn’t know it until much later.
We went in to set up our order as follows: two U Boxes to be picked up at their facility on 17May, $ 25K insurance, delivery on/​by 21June at the Callaway, MD location where we will pick up the boxes and drive them to our house.
So, when we got there on 17May to pick up our boxes we were met with quite a surprise. They said they thought we were bringing all of our stuff to their facility to be loaded into the UBox there. What?!
So we had to reserve a Ubox and a truck on the spot. They set us up with a truck right away but only afterwards realized they didn’t have a free ubox on a trailer so they left the truck running for the better part of an hour while they got us a Ubox onto a trailer and hitched to the truck. So, that burned quite a bit of gas that we had to pay for.
Then, when we went to return the truck/​box/​trailer something went wrong and they said we’d have to come back on Monday to finish up the paperwork but that they’d keep the Ubox there. Despite my hesitation to leave it there without anything clarifying that it’s ours we left. What else could we have done?
So, on Monday morning I called the Uhaul/​Ubox number on their website to make sure that our contract was in order. After getting hung up on I called back and discovered that the man we worked with at the facility didn’t associate my husbands phone number with our account like he said he did. Then, I was told they wouldn’t speak to me since my name wasn’t on the contract, like it was supposed to be. So, my husband called and was on the phone with someone for about an hour and we started to open an «objection report», as they call it. But before we could finish the call got disconnected. Unfortunately, Uhaul has no way for the reps to call back because they automatically get routed to another call. Which, is probably nice for them because if they get tired of dealing with someone they don’t like they can just hang up on them and won’t have to deal with that person again. I digress.
My husband called back and spoke with a different representative and once again that call got disconnected.
Finally he called back and spoke with someone who was able to locate the unfinished objection report, submit it, and actually get us some answers. Apparently everything the local Uhaul guy (who turns out to be the manager) told us was INCORRECT. Uhaul does not deliver Uboxes to the location he told us (Callaway) and not only that he had actually selected the delivery of our stuff to go to Easton which is almost 3 hours away ONE WAY. Unacceptable. He also did NOT add insurance to our account. Another thing– he had originally told us that it takes up to 22 business days, yes, you read that right, for a Ubox to be shipped to the destination. So, basically we have to pack up our stuff a month in advance. But, once everything was cleared up they said they aren’t even sending our box until June 10^th! WTF!!!
It turns out that when we went back in on Monday to secure up our contract– we found out that the Ubox they gave us was actually rented out to someone else! Ridiculous!
So, in essence– Uhaul had a box full of all of our belongings at their facility that was in no way connected to us, had no insurance on it, and was not scheduled for delivery to the right location. So if anything happened to it Uhaul was off the hook even though they royally EFFED IT UP! And supposedly if an objection report is filed the local manager is required to call you within 24 – 48 hours… it’s been 3 days and we’ve heard nothing. Big surprise.
Luckily when my husband went back on Monday he found someone who was competent to speak to and got everything squared away (I hope) except for the insurance because apparently Uhaul has some ridiculous rule that you can’t add insurance after you’ve signed the contract or some nonsense. Hopefully the note in our objection report stating that we requested insurance from the start and weren’t given it will serve as adequate proof that we actually DID request it.
Ok. My rant is over.
In summary– if you are moving go somewhere else for your stuff.

Came in about 9:30am Sunday with no reservation. 5 people ahead of me. Two guys at the counters. I was out and on the road by 10am. I’m a happy customer.

I lived a block away. Reserved a truck for this past weekend. Employees are very unfriendly. On the contract paper work they’d put the mileage number in wrong and the gas at full; Did the walk around the truck with the GM and he’d noticed the miles were wrong as well as the gas not being full. The GM scribbled something on my contract about the mistakes, and off I went.
I parked the truck in front of the apt. We’d loaded, and hauled 1.8 miles away to my new residence.
Sent my bf to return the truck and they’d charged me for 80 miles, and kept my copy of the contract with the scribble on it. We’d driven under 4; He sat there and argued and got frustrated and left.
This $ 55 rental has now cost me $ 146. I’d tried to call quite a few times over the weekend to get this resolved, no answer at this location. I went down yesterday morning to talk to them in person as I was getting now where on the phone.
All I was told that basically they didn’t make a 60 mile mistake (it was an 80 mile mistake not 60– can you do basic math?) and that there is nothing they can do since I don’t have my original contract. So now here I am waiting for customer service to help me resolve this issue. I DO NOT RECOMMEND USING THIS PLACE. THE THREE PEOPLE I’D DEALT WITH THERE WERE RUDE, AND UNFRIENDLY FROM THE GET GO. IF YOU DON’T LIKE WORKING WITH THE PUBLIC, THEN GET A NEW PROFESSION!

Friendly staff. Had no problems picking up a one way trailer. Knocked a star because the trailer had a spotty electrical connection issue. They were quick and efficient.

They rented me a truck with essentially no gas; I ran out of gas before I could get to the gas station.
After I filled the truck with gas, a few hours late the transmission got stuck and the engine couldn’t be turned off. When they replaced the broken truck with a different truck, also nearly empty of gas, they refused to compensate me for the gas I had put in the truck.
The people here are incompetent and have no concept of customer service.

My storage experience at the Redwood City U-​Haul was excellent. The staff was always helpful. In my 4 years using their facility, I never had an issue and I would use them again should the need arrive. I also used them once for truck rental in the 4 years and it was a fine experience. No issues.

It is really sad that this place continues to get my business despite numerous bad experiences, but it is the only «real» U-​Haul location in the direct area. They are often out of supplies and service takes a long time. Lines can be really long and workers seem to move at a snails pace. Trucks rented have been decent and pricing is OK as long as you watch the mileage.

Beware. Avoid.
I reserved a truck and movers online and they confirmed the reservation and the moving crew. Day of, no word from the crew. I call repeatedly and finally get to a mover who is overwhelmed and he says they can’t make it that day. I have to frantically call around and get help from friends and hire a guy on the corner to help.
Go the Redwood store to pick up the truck. Its crazy in there. They are out of trucks. I had a confirmed reservation. They have a guarantee. I’m told there is nothing they can do and no manager is on duty so call tomorrow and talk to him to get your $ 50.
Nightmare. I had to find another truck, pay off the help and move myself. Took until after midnight. Cost a fortune.
Icing on the cake: call for the $ 50 and I’m told someone will «look into my concerns» and get back to me. Later, I’m emailed a u-​haul coupon. Hey u-​haul, please call me so I can tell you what to do with your coupon…

made a rez ⁶⁄₇ for ⁶⁄₃₀ and was told ⁶⁄₂₈ (2 days before the big move) that the truvck is not available. This company needs to be shut down.

absolutely useless.
they told me my car would fit on a trailer, it didn’t, and after being delayed 2+ hours trying to make it work I decided to leave for my move down to palm springs.
i towed the empty trailer and gave it back to the uhaul down here. they are now refusing to refund my $$ even though they are clearly at fault.
they said that if i had driven the trailer back to Redwood City (adding another hour long delay to my departure) that there MAY have been something they could do for me.
they keep telling me that it’s up to the general manager to decide whether or not i get my refund. I can tell you that Dante (the gm at this location) is only willing to give me vouchers for my next rental.
next rental??? you’ve got to be delusional if you think I’ll utilize this place for anything else moving forward.
that was my third time renting from them in 2 weeks and they still aren’t willing to do anything for me.
this place is garbage. go here if you want to be jerked around.
rent from Budget, Penske, or any other company…

I can’t believe i’m writing a review for a moving/​storage company, but here it goes.
The service was fantastic from the second you walk in the door. Friendly staff and amazing service from the whole crew which stems from the manager.
On top of it all, they had free moving boxes for use which saved $$ for the move.
I live in Belmont, but the service here (and free boxes) definitely make the trip to this Uhaul rather than the one closer well worth it.

I honestly rent a U Haul truck only for the prices they have (only good thing about them). but my last experience was not pleasant,
First, the truck we got was an OLD truck that we thought I will break into pieces any time (pretty scary to drive)… Second the gas meter was broken and to avoid their «charge if they put fuel… ridiculous $ 30 bucks» we ended up returning the truck with over ¹⁄₈ of what we should.
Next day when I got the invoice I was charged for an extra Dolly that I never requested or used. When I call to fix that issue and request a reimbursement of the extra fuel provided to the truck, I was told that the manager is the only one able to adjust it and He was on the other line and He will call me back! B. S A week later and I have no received a call back. Now I called again and the system is down and have to go thru customer service to Fill a claim??? for being overcharged by them .
It is just the worst service ever!!! Honestly they are not what they used to be, good truck, affordable prices and good service. They take advantage of people just because is the only truck company affordable otherwise, nobody would Use them anymore