U-Haul Moving & Storage at Candlestick

Horrible customer service. I rented a tow dolly
To which I was told did not come with the security
Or handling of one of the big guys outside. I would have to push my own car on the dolly and secure it, really ??? In order to have the service you have to pay an extra $ 30 to have one of the big guys outside help you push your car and make sure the straps were secured. Okay. I’ll do what I have to. I’m 5’3 and can hardly push a car by myself, so the fact that this does not come automatically with the rental which I paid about $ 170 is crazy /​I purchase the service and flag down one of the big guys to help me. He says he will not touch my car. Really? So you expect
Me to push this by myself after the clerk just told me that that was what I was paying for? About 10 people standing by, complete strangers, men and women watch my struggle and rush over to help me. I wanted to cry on how frustrated the ordeal was but I was happy that complete strangers would help me for FREE. I was offered a refund and here I am 3 – 4 months later with nothing in return. Stay away, use any other service who cares about their customers and their money.

Worst customer service ever. I have been renting uhaul for years now, never got a real stunning experience but this last one will definitely be the last. From pick up location that changed from the initial location requested and confirmed via email (I was rudely invited to read my text message instead… any IT guy st uhaul can fix that?), to not wanting to hear anything about returning the truck with a full tank of gas ($ 60) instead of ¼ when picked up (yes my fault not knowing the tank capacity nor mpg), because the «policy written in your contract sir» state no refund nor even credit. I guess customer retention isn’t the goal for uhaul. I promise that I will never use uhaul again.

This is a well deserved 5 STARS review. I was searching for a better option for a cost-​effective storage unit rather than my currently on (clutter) and I found this wonderful place filled with a great team of hard-​working people who’s mission is to make you satisfied. I wish I could remember all their faces and names because they truly deserve to be recognized and valorized for such organization, infra-​structure and security, friendly, staff, and variety in services.
Their prices are the best in the market but in my opinion is the team of very reliable professional what makes that place so special. I can confidently say that I am a very HAPPY costumer because I know Debbie (manager), will go above and behind to get me what I need, or Max (assistant) will do his best to accommodate and raptly arrange what you are looking for and under the time pressure with a very friendly smile and attitude. Peter, give me the sense of reliability and security, he is always watching out for my interested and valuables. The big «BOSS», I dont know his name yet but everybody know who he is because is always PRESENT making sure things and people are under his control of management. The whole staff is wonderfully well trained, responsive and very PROACTIVE.
Only good things to review about this place so far so I highly recommend if you are looking for the BEST STORAGE COMPANY IN SAN FRANCISCO!!!

This place is full of unmannered employees that don’t give a crap about the customers. I was treated harshly. When I returned the trailer the employee didn’t care to call it in and they tried to charge me for an extra day and I had to personally go back to deal with it. They ended up fixing my problem by charging me the correct amount, but the return date was not changed to the proper one. Everyone I dealt with was unmannered and unfriendly. Never coming to this place again.

Wait time was quick, and service was friendly. The van was practically new and was very clean. I have no complaints, and will rent form here again, as they have a ton of inventory.

Be careful with this place. They make gains on their customers by mild overcharges. Every time I rented a truck or van, I found either the mileage was off by a few miles or the fuel gauge was not at designated level. Most of the times it was both. The guys who check out the vehicle never catch it. It tells me that they purposely ignore it because most customers will not notice it. Also, be careful when you pay because you have to inform the cashier at checkout of the disparities.
However, I’ve always received courteous interactions with them.

Really nice workers, very reasonable price. Easy rent and return, only thing is a very long wait since at the time there was 2 Registers open.

Have to agree with the others on the awful customer service, rented a truck and it was dirty so they offered to clean it for me. Considering the $ 25 cleaning charge I explained «well yeah I don’t want to get charged» so 30 min later after it was clean I get in to drive off and there is no gas! The customer service rep didn’t really offer an apology just a «well what do you want me to do sir?» I want a clean truck with gas, that’s like YOUR MAIN BUSINESS how this location can fail so bad at their core business befuddles me.

The reviews do indeed reflect that awful service here, but I did not know of any other moving service to use that would be any different unfortunately. Booked the Ubox service and they are incredibly disorganized, the box is never ready at the scheduled time, there is a disconnect between the booking service and the store site, and constantly need to wait around an hour and a half for them to make the Ubox available for loading. This is even with appointments, because somehow they keep losing the appointments and/​or are constantly understaffed.
Would be hesitant to use the Ubox service ever again (since it depends on them frequently if you need to make multiple trips to load it, whereas the truck is simply pick-​up and drop-​off), or only when I have plenty of time and able to call multiple times to confirm the Ubox is ready.

This place SUCKS the customer service sucks, they have one girl in there that is more than totally clueless, she looks like a dear caught in the headlights, ask her a question and she doesn’t know the answer but she surely can play on her phone!!!
I have been wronged by this place, charged more than I should have been, and was told the mgrs. are to busy to call me back!!! What kinda customer svc is that???
I’ve been a customer of theirs for quite some time and up until recently I would have given them 5 stars, but this latest bull crap is just that bull crap!!!
If you want a facility full of people who haven’t a damn clue how to do anything and have ZERO CUSTOMER SERVICE SKILLS then your at the right place!!!

The U-​Haul store is clean with a friendly clerk. I have to say it wasn’t busy but this place only had one employee working dealing with a lot. I give her 5 stars just on her.
The only mark down is our wait. We just needed to pick up a truck, due to another customer we had to wait longer. Not anyone’s fault just a bit more mindful of customer waiting.

Usually have good selection of trailers but you’ll probably have to hook yourself up. You can watch the workers outside watch you then they stare at their phones or hideout. Once in a while you’ll find good help but rare.

This is honestly hell on earth. The fact that they can scrape by with such crap service is remarkable and a testament that this industry is a broken system. If there were any other options other than Uhaul this place would go out of business in a heart beat.
They estimated me an hour wait for hitch installation and then it took 3 hours. The service is deplorable. Everyone is unhelpful and unprofessional. I want to dance in the flames of its demise.

Short version:
I would give U-​haul 2.5 stars, but only because I did (eventually) receive the truck I reserved.
Their online, phone, and in-​person services are somewhat disconnected from one another. This makes making a reservation particularly difficult. You are never sure whether —
1. They have the truck you need in stock.
OR, if they do, whether…
2. They have the truck at the same location you ordered it from.
Long version:
I placed an online reservation for a 15 foot truck at the Bayshore location. I placed it on a Tuesday (club’s going uuup! LOL…), and requested a Friday morning pickup. After checking out, they informed me that a representative would get in contact with me by 6 PM on Thursday by phone. «OK that’s great,» or so I thought. Thursday rolls around. It’s 2 PM and I still haven’t heard from U-​Haul. I hesitated a bit. «I have a move tomorrow! I’m depending on having the truck, and you guys still haven’t informed me whether it’s available. Ridiculous!» So I phoned them… ONCE, TWICE (30 minutes later), THREE TIMES (1 hour later). **Sorry your call can’t be completed at this time** Are you kidding me?! I dropped my activity and headed over to Bayshore. «I need this transport vehicle!»
I arrive at the branch 30 minutes later. I approach the check-​in counter and asked about my reservation. «Sorry, we don’t have it on file.» WAIT WHAT?! Frustration started to set in. At this point, I decided it was probably easier to just make a new reservation. I gave them all the information for a next-​morning pickup and left the building.
THEN, as I got into my car and was about to leave, I received an email from U-​haul. «Thank you! Your guaranteed reservation is available at [insert U-​haul location at the other side of SF] tomorrow morning at 9:30.» That’s interesting. Didn’t I just make a reservation for pickup at THIS LOCATION? Also, I requested a PHONE CALL on Tuesday, and wasn’t even expecting the email. Confused, I went back to speak with customer service. Turns out, the type of truck they had «reserved» for me wasn’t even available the next morning. They then canceled the reservation they just made, and left the original one in place. It was a good thing I checked my messages! If I hadn’t, I probably would have been stuck with a double reservation. Also, both branch’s phone lines were OUT OF ORDER that day. If I had discovered this later, chances were I couldn’t just cancel without being assessed a «same day» cancellation fee.
Friday morning rolls around. I approached the counter at [U-​Haul location at the other side of SF], and gave them my name. «Great! We have your reservation right here. Now what’s your phone number?» I gave it to them. «Home address… card info… email address?» Not that this is a big deal, necessarily… but shouldn’t you guys have all this from my online reservation? Definitely redundant and kind of antiquated, if you ask me.
15 minutes later, I finally received the keys to the truck I ordered.
**SIIGGHHH** :/​

Contrary to every other reviewer, I loved coming here. (Do people only leave reviews for big box locations when they’re angry? Maybe!) anyhow, great customer service renting a truck and an auto transport, and they even loaded my car and tied it down for me. Truck was great quality, everyone was friendly, and — against all expectations — I even tipped. A++.

The trailer we rented felt like it was going to fall off our vehicle. We had to pull over twice on the freeway to see what was wrong. When we told an employee we were worried about the safety of the trailer for future customers, he just said that’s just how the trailers act when they’re empty. He couldn’t be bothered. For the sake of your safety and that of the cars traveling behind you, I would not suggest this place.

Service desk is definately in the slow lane! :(My ID & credit/​debit cards were stolen mid-​December so I physically came into office to let Uhaul know I’m waiting on new cards. Service person stated she would make a note on my account. Today I came in to make my payment & was told there is no notation regarding the theft & I owe a late fee. The female storage manager was very snooty… if I could afford to move my stuff out I would do it ASAP!!! Do not rent from this place… the service is absolutely terrible every time I come here!!!

To start, I didn’t use this place for any sort of rental. I needed to refill a few propane tanks for my RV, and this place had the best prices anywhere around (by quite a bit, actually).
The location is a little bit tricky to get into, and it is large and somewhat confusing inside. My wife went in to ask about propane while I parked near the tank. However, they had me move my truck (for some unknown reason) which was kind of annoying (diesels don’t like to do little things like that).
The workers refilled my tanks as quick as can be, and we paid and left — easy enough.

Disappointing experience with U-​Box and U-​Haul at Candlestick:
U-​Boxes not ready at reserved location which was listed on U-​Haul website but was not an actual dealer (not this location’s fault, except they failed to notify us of their availability and didn’t seem to know who the boxes were for).
U-​Boxes had to be picked up at different location which added cost from moving company for additional time/​travel. A credit was promised in the amount of $ 100 (two $ 50 credits – one from U-​Haul customer service and another from the manager of this location). Neither credit was applied or refunded.
While at this facility, the lock on our storage container was removed (apparently pried off) and replaced with a different one. Keys were later found in the shipping paperwork with no explanation as to why the lock was removed.
Beware before leaving your stuff at this location. It seems a lock on your storage unit means nothing to these guys.

Two months ago I was renting a trailer from this location. With the electrical adapters they sold to me, the workers plugged my truck into the trailer. Immediately, my brake lights went out. I drove my truck to a mechanic (unsafely, with no brake lights) and he informed me that the adapters they sold me had wires «in a random configuration» and had shorted out my brake lights. He also gave me a written report stating the same. Taking this back to U-​Haul, I informed them of this and they immediately denied responsibility. Still, I went ahead and opened a damage claim report through the corporate office.
Yesterday, 2 months later, after sending them the report and numerous phone calls, they informed me that they would not be honoring my claim because «they had no idea how that could have happened».
My claim was very small. The mechanic only cost $ 100. It was only a fuse that was out so it was all labor cost. I will be filing claims with the Better Business Beauru and the California Attorney General in the next few days.
In addition to that, they charged me a $ 24.95 cleaning fee after they told me there would be no cleaning fee.
So that’s what you can expect from these people. Rent a trailer, they sell you a shoddy connector, that connector shorts out your brake lights, you get a $ 100 mechanic bill, they deny responsibility and, after all that, randomly charge you a $ 24.95 cleaning fee. I will never rent from U-​Haul again if I can avoid it. These guys are a bunch of scumbags.

Worst experience with this u haul company. Came to pick up my 10′ one-​way truck. Waited 25 minutes after I payed before them finally telling me that and they didn’t have a truck for me because the battery of the only truck available has blown up. You would think they’ll have mechanics and extra batteries for this type of scenario.
To compensate, they asked me to pay more for a bigger truck, at a farther location in Mill Valley, round trip price, and 3 – 4 hour wait from my scheduled time. Absolutely horrible costumer service, unbelievably rude and unreasonable. This place made my stressful move-​in day 10x worse. Use a different truck company.

To all Unilocalers! This place SUCKS! My first time ever using a Truck Rental Company I would think a big company like U-​HAUL would be good to use. WRONG! I should of listen to all of the reviews on here.
The trucks that you get to rent are garbage! I was moving my stuff on Friday afternoon. While I was driving the Spark Plug blows up on me while driving on the Freeway. I was shocked and scared. All I heard was this big Knocking sound coming from the engine. Had to pull over and call road side assistance.
The mechanic tells me. This truck is done. Don’t know why they would give this truck for you to use. Very unsafe.
My moving was stop because of that and I wasn’t able to finish my job.
I called the store up saying I want my money back for this issue. I am not going to pay for this service. I wasn’t able to complete my move.
The assistant manager tells me they compensated you $ 50 back to your account and $ 50 store credit.
My total bill was $ 205.00. Are you Crazy that’s all. I want my money back. They said I can’t because they already compensated me. SMH.
Never use this company again. They are not here to help you, they just want to rape you for your Money!

Warning: Customer service here is very bad. Beware, be very aware.

Julio the General Manager of this location is a nightmare to deal with. He is a liar and a horrible human being. The truck I was provided was not the 20ft truck I had reserved weeks in advance. They gave me a 15ft truck (in horrible condition) and a 5ft trailer. This might sound comparable to a 20ft truck, but the trailer was no where near as wide or tall as the truck. It was almost not worth the extra gas money it cost to haul it. The staff there was rude and unprofessional, and the truck, trailer and equipment were filthy. I cut my hand on the dolly because the handles were covered in rust with chipped steel. UHaul is the worst company I have ever dealt with. I had to leave very important items behind because they don’t know how to keep a reservation. They tried to compensate me with UHaul credits. This is a slap in the face. I would never use UHaul again. I am posting as many reviews as I can and telling everyone I know, as I would never wish this experience on any of them. Oh, and by the way, the very next day Uhaul had called me to ask me why I had not come to pick up my 20ft truck. This company is riddled with incompetency. Every person I talked to throughout my whole experience gave me a different story as to why my reservation was not kept. DO NOT USE THIS COMPANY.

The guys are hands down the most unprofessional and worst run truck rental business I have ever encountered. We reserved a truck one month in advance and after checking in multiple times to make sure they would indeed have my truck for the one way move. they called me the night before I was supposed to pick it up and told me they didn’t have it. Kevin, the man who called me and answered the phone when I tried to seek recourse… was not only rude and unhelpful but he also refused my many requests to connect me to his manager Don Thompson. I would strongly advise against ever using this Bay area branch of U Haul.

Let me tell you about the time I spent my entire day at U-​Haul.
Showed up to pick up a trailer I had previously reserved. The girl who helped me was the most useless person I have ever met in my entire life. I forgot her name, maybe Amanda or something. She is easy to spot. Crazy makeup with mascara smeared on her eyelids, giant cocktail rings, fake nails, chubby with the worst attitude. I’m pretty sure she hates her job. They were sold out of the trailer balls and had been for a week. I asked her what I was supposed to do now and she told me to look it up on my phone. um what? She then told me to drive to AutoZone 2 miles away and halfway through driving there I saw an O’Reilys that had what I needed. Why did she tell me to go to AutoZone?! Arghhhh.
My reservation was for 10am, I didn’t end up leaving with a trailer attached to my car until almost 3. Epic fail. One problem after another. The ONLY redeeming factor of this entire god forsaken place is Armando Mendoza. Someone give him a promotion and raise asap please. Amazing amazing amazing. I’m pretty sure that was his name. He was so kind and efficient. Not to mention his coworkers were singing his praises the entire time. He’s the resident electrician there so I’m not sure if he does any of the other work. He stayed late for us and finished early knowing we were way behind on schedule. Love love love him.

I had phoned in an order and showed up at uhaul to pick up my auto transport hitch, and Ashely helped me out. She made me feel very uncomfortable. She was short and rude. She was very incompetent when explaining uhauls services. If I wasn’t on a time crunch for moving, I would have went somewhere else with my business. Once the hitch was put on, no one would explain how to safely secure my Mercedes and I actually ended up scratching the paint of my car. It was as if the man who was supposed to help hook the car up wanted us to do it ourselves. I went to find Ashley and from a distance I saw Ashley run to her car and proceeded to take selfies… I didn’t want to bother her with that. Anyways, the guy who was assigned to help hook up my car proceeded to be on the phone talking about the Warriors game with friends or something and not helping us customers. I had a terrible experience here and this was not the first time. I thought I would give the place a second chance but had zero luck with their customer service. Also they price match any number you give them, just a heads up for people wanting to save money, especially since the customer service is so poor.

Yes, you’ll get your stuff done, and prices are decent.
But come here with A LOT of patience and no expectations of customer service. The people working here are some of the slowest, most unmotivated and unhelpful clerks I have seen in a long time.

Soul-​Crushing Incompetence Delivered with a Smile (Sometimes)
Signs all over the lobby say $ 8 to use the dumpster. Seems straight-​forward and, understandably, one would expect that price to rise with larger amounts of garbage being dumped etc.
Attempt No. 1: I have one large and one small cardboard box, full of more cardboard and newspaper (all recyclable) and ask if I can use the dumpster. I’m told the dumpster is full but I can leave it around the side of the building next to some broken wood pallets. While doing so, another employee yells at me. Yes, yells. Aparently my description of the items was so far off that my behavior somehow warranted getting yelled at. Wonderful.
Attempt No. 2: I call ahead to ask if the dumpster is full. I’m told no, but that the dumpster isn’t for storage customers. I ask why there are signs all over the lobby advertising dumpster use for storage customers for $ 8. I’m told that’s bad information and it would probably cost me $ 250. WTF???
I’ll be taking my cardboard elsewhere and paying $ 25. Why is everything so incredibly difficult? In Boston, you drive up, they weigh your truck, you dump your stuff, they weigh your truck again and charge you a predictable fee for the amount of trash you dump. U-​Haul couldn’t even give me a per pound quote, but was determined to get rid of me despite advertising the dumpster all over the lobby.
2 stars because I’ve had worse experiences at other U-​Haul locations.
Also, the front desk was generally nice. The other employee, not so much.

Not much more to say that hasn’t already been stated– if I could give zero stars I would. Awful customer service, complete ripoff. Gave me a truck that broke down and only a partial refund (even though I ended up loading my truck and completely unloading it instead of moving). Several times said they would call me back but never did. Took my complaint to the BBB and they repeatedly lied to the BBB about steps they took to resolve my issue (told them they gave me more of a refund than they did, and that they sent me a gift card which I never received). I finally got sick of fighting with them and all the communication w/​BBB.
Long story short– moving is stressful enough. Why worry about a ripoff on top of everything else? And why worry about getting a truck that may or not be functional?
Customer service at the Parkmerced location was a thousand times better. Don’t go here. They truly suck!

The customer service here is non-​existent, they completely ripped me off for fuel charges, I dove 40 miles in an F150 rental and they charged me $ 60 for less than4 gallons of gas. These a-​holes have no idea what the meaning of service is. It’s not the 60 dollars, it is the principal of the matter, just because you cya deep in the fine print of a contract does not give you the right to rip people off. Hopefully someone litigious will go after these shysters.

They have trailers for rent
about 20 on the lot
dont bother wasting time on their website or calling like i did
just go there and pickup
Some will fit motorcycles although there is only one official moto trailer and its rarely there

Professional, prompt service and clean vans.
There’s easy access to and from the freeway and plenty of customer parking.

I have no idea how this location could get less than 4 stars. My experience was truly so impressive I have to share.
At first I didn’t want to travel this far out of the city to pick up the truck. But, I was trailing my car & they had the equipment.
The quality of cleanliness of the bathrooms says a lot about ANY business. I wouldnt expect a uhaul store to provide much, but their bathrooms were spotless on each trip I made to the store.
Then when it came to renting the truck I’m not sure if I had the owner or manager helping me, but he was very thoughtful to pick out his best truck & pointed out the tread on the tires, etc. It felt like he was putting his daughter into a truck, not in a demeaning way, but in a caring we want the best for you sort of way.
They suggested I load the truck first then return for the trailer. My family & friends were terrified of me driving a huge 14ft truck & towing my SUV, but the guys who helped rig the trailer said it was no problem as long as I drove slowly.
Any slowly I drove the length of CA in the gnarliest rain storm, with no problems. I felt very safe towing my truck behind. No issues pulling into gas stations or getting back on the freeway. And, I do feel the friendliness of the staff help set the tone for a successful trip.
I highly recommend this location over Bryant or Valencia locations. The Bayshore location is easier to access the freeways & get helpers to move your heavy items.
Good luck on your move!