U-Haul Moving & Storage of Tustin

i have had no problems with this location — service is slow, but the truck was fine, everything worked– MY ONLY TIP IS DO NOT USE JOE (WEARS A LA DODGER HAT
) HE is a thief and jacks the price on moving in the middle of transferring furniture, He’s a Caucasian day laborer.

Rented a pickup truck, appliance dolly and furniture blankets. Fast and responsive customer service and fixed an issue with my reservation as I had 3 reservations instead of 1. Truck was waiting for me without any issues and return process was even easier.

I am not thrilled with the customer service I received here. I initially went in to check rates, ask about pricing, and find out the details of renting a truck. The last time I had rented a truck was 13 years ago, and I wasn’t traveling far. I also looked at the difference in sizing between trucks. The person who helped me with the truck sizing was really helpful, although he spoke way more than listened to what I had to say.
The person who helped me at the front desk, nicole, was not miss congeniality, i thought she was rather rude, when I asked about renting a 15′ truck and a smaller trailer and whether it was okay to reserve both units, she told me no. Her reason, the units are not held at their location, thus it would require extra labor for them to retrieve the units and bring them to the property. «Extra labor» for them … what happened to customer service, you know, trying to help the customer, so their move is seamless?! It obviously isn’t their first priority here. And, if I decided I didn’t want both units the day I picked up the truck, they would have gone through that «extra labor» for me.
She wanted me to make a decision right then as to whether I wanted to reserve with a credit card the units I was interested in. I couldn’t I didn’t have enough information in order, to make that kind of decision. So I wasn’t able to reserve anything that day, which made me nervous because I needed and wanted to make sure I had a truck reserved.
Nicole, said she would print out my price quotes so I could have them, when I figured out what truck size I needed. I never received my print out, but I did receive daily calls about whether I wanted to confirm my reservation for those units. Daily. When I called to cancel that reservation, I was informed it didn’t exist since I didn’t have a reservation number. Utter confusion, since I continued to receive those daily calls.
I finally, called the call center using the 800# and reserved the appropriate size truck I needed. The individuals at the call center were very helpful, so much so that I was informed with my truck rental I was eligible for one month’s free storage at any of their storage places. Which was news to me.
Something else I wasn’t aware of was if you went over your allotted mileage, the cost was 40 cents for every extra mile you went over. So don’t get lost getting to your destination, cause it will cost you more.
U-​haul also charges you for blankets, a dolly, etc. But for ratchets/​tie downs you have to buy those. I would advise going to a hardware store like home depot and buying rope or the tie downs, they’re really inexpensive there.
The plus about renting a truck from u-​haul is, you get to have it for 3 days. With those 3 days, with the help from friends, I was able to successfully load the truck prior to actual moving day, which made it a lot easier to just go.
I highly doubt I would ever use u-​haul again, unless it is for a very very very short distance.

UHaul as a company is the problem. My experience overall in my move from the Bay Area to SoCal using a Ubox was horrible. My Ubox was delayed w no notification to me or communication btwn the two locations, but the Tustin part of it gets one star more bc the staff were marginally better. The guys working in the back are friendly and trying to do their jobs. Isabel, the manager, is also trying but human in that she gets exhausted and maybe b-​word-​for-​irritable bc she’s in a no-​win situation. Checking in is a tedious, time-​consuming process and two staff at the front are not enough; there are 2 more computers, train the staff to use them!
I don’t recommend UBoxes at all, and UHaul in general is horrible (even their call centers are hit-​and-​miss in terms of staff courtesy and access to information; I wonder how outdated their computer systems must be bc they certainly don’t link to their UBox operations). However, I can’t judge the specific staff at this location too harshly. I just think their company sucks.

I went and rented a Uhaul from this so called place of business and the man behind the counter reserved my truck for only 8 hours. I picked up the truck at 645pm for my move the following day. He only reserved me the truck for 8 hours and had my return time 245am the following morning! At 9am during my move they called and said if I didn’t have the truck back by 11 they were going to charge me more! What kind of shady practices do you have going on here! I will never be doing business with this company again.

I should have read the Unilocal reviews first. I came in 3 months ago for a truck rental and while service was slow at least I got it. Today I tried to rent a van and my visa card was declined by customer service because reasons. They offered no alternate suggestions. Awful place. Also while I applaud the hustle of men trying to work, being solicited byMexicans hanging at the Gas Station next door was not a highlight of a bad experience. In short, go elsewhere.

I’ve been using this place for my moves and storage for about 4 months and I would just like to say that Isabel has gone above and beyond during each of my encounters. I had a storage unit that needed clearing and she was so polite in helping me move out. I recommend this place to anyone since they have always provided me with above average service. You guys rock!

If I could have given this place a ZERO, I would have because of one Ms. Isabel Mendez. She is the manager/​owner of the Tustin, CA, U-​haul Moving and Storage on El Camino Real.
My wife and I are professional people living in southern California on a temporary job assignment for the next 6 months. We have never in our personal or professional lives had the misfortune of having met a ruder, more condescending individual than Ms. Mendez.
Is THIS the type of individual that U-​Haul wants representing their company? This woman literally shrugged her shoulders at us when we asked about being overcharged for a storage unit. SHE SHRUGGED! She simply does not care; her people skills and customer service skills are zero.
It really was offensive the way she talked and acted toward us. I’ve been online looking at the Unilocal comments, and it seems that we are not the only ones who feel this way.
STAY AWAY FROM THIS PLACE! There are plenty of other rental truck establishments and storage places whose management will not abuse you when you walk in the door.

Every time this person opened her mouth she was nothing short of extremely rude!!!
Manager of the place was rude, condescending and contradicted her own employees. Isabel Mendez I think was her name. Overall she had a horrible attitude and needed to let you (the customer know) that she would tell you how this was going to work. I never felt like a customer, she made me feel more like she was doing me a favor for renting from her, so very rude. I will not go here again and I would not recommend this place because of her.
Strangely enough, everyone outside of her was great. One bad apple and a shame that U-​Haul allows this, if one of my employees treated customers as she did I would take action.

SAVE YOURSELF THE FRUSTRATION AND TIME. After driving from Phoenix and having a reservation for a storage locker, we got there only to be told the locker we needed was not available. The reservation was made weeks before and there was nothing they would do aside form offer $ 50 back. The people there are incompetent and did not give a SH*T that we were paying for movers, and proceeded to take their sweet time. We ended up going down the street to Pouch self storage and they saved the day. DON’T waste your time here. One of the worst experiences, ZERO CUSTOMER SERVICE.

This place is an absolute terror. Direct your business elsewhere. Staff are disrespectful and useless.

After tweeting, Unilocaling and making my way to the Marketing President of U-​Haul of Orange County. I explained to him the entire story and you know what? He kept his cool although I’m not completely satisfied with the outcome he kept his composure and seemed concerned something Isabelle Mendez isn’t capable of! I hope he follows up with her as he plans and she gets some adequate customer experience training. I settled on 10% off previous service instead of the $ 50 Uhaul giftcard. I personally am not moving… nor do I have a need for uhaul shirts or propane tanks.

Wow usually the front desk should have some kind of customer service experience or training like maybe a smile and lose the attitude cuz the girl at the register in the front desk on 7÷3÷15 at 3:30 she told me I probably ordered a reservation right before I came in … She’s not only a fortune teller but she’s a bad one because she was wrong and still continued to be rude about being wrong. Sorry about whatever problems you have at home but leave them there and leave ur attitude there too. People want good customer service not your crap attitude and bad service at a Uhaul when we’re already under enough stress and we all have a million different other places and options. So we will never go to this Uhaul again. I’m glad we didn’t get to the next step here because reading the other reviews now it would have been all down hill from there

I rented a pick-​up truck for a local need. The person at the counter stated «they’ll bring it right up». I went outside and stood there for 20 minutes. During that time there was zero activity going on. Two employees saw me but chose to scratch their ba11s rather than approach me. I finally went back inside and the counter person told me I had to go to the back of the property to get the truck.
One would think with NOTHING going on that someone would take the initiative in the name of «Customer Service» and see why I was there in the first place.
Additionally, since I rented a truck at that point in time, wouldn’t it be expected that they closed the loop and someone in «the back» should have been looking for me? It’s not like there was a flurry of activity, the place was DEAD.
I’m relocating to Wyoming in a few weeks and the estimate on the 17′ truck and transport trailer is just under $ 3200. I’ll rent from U-​Haul but NOT from this facility.

If you would like great customer service and want to communicate with an associate who knows what there talking about ask for ART. he is very polite and gets you in and out. Thanks buddy you really changed my mind about this uhaul location, keep up the good work!

I’m a regular renter from uhaul. You guys so need to visit another facilty. Almost an hour to get a trailor hooked up??? Had to pull wires from another one… and we prebooked!

I have to agree with the 1-​star reviews. My first experience here was just renting an auto trailer — nothing too fancy. This past weekend I needed to rent an auto-​trailer a second time, but we hit the whole gamut of issues.
First, we were already using a UHaul F-​150 pickup. They hooked up the trailer, but no running lights (required by law). I give them a tin-​star for the effort of trying a second trailer, but the fault was with the vehicle itself. I asked them if they were able to test the plug, the guy kept saying «Maybe it’s the harness.» That turned into «It’s the vehicle plug.» I asked them «Can you check the fuses?» — «No, it has to be the vehicle plug.»
Instead of swapping the truck (one of their own), they kept trying to up-​sell me on getting another pickup — which they openly said they have been having issues with — or trying to up-​sell me on a 10-​foot van. With all the time spent swapping trailers, wiring harnesses, we were already at closing time.
We get back home with the pickup-​truck and find that the fuse for the running lights is missing. A simple swap of the fuse could have had us on our way.
I rescheduled my rental with another shop. They were competent and much more helpful. Take your money elsewhere.

Overall, the experience with this U-​Haul was NOT acceptable. Dishonesty, overcharging, and lack of quality from beginning to end.
If I am not refunded immediately for everything I have documented and communicated to them already, I am reporting this store to the BBB and proceeding with a claims process.
Here is the good, to provide some objectivity and hopefully helping folks determine if this place will work for them:
— The employee who checked us out was as helpful as he could be, and very polite. Believe his name is Derek. Unfortunately he has terrible management that needs to make an effort to address all of the concerns below immediately.
— Our reservation was in their system… clearly my bar is set pretty low for this place
Now all of the bad…
Check out:
— Customer service was mediocre at best. They had a line queued up toward the door on a Saturday during prime moving season (July 2014) and only 1 employee helping people check out. They had another employee sitting around doing nothing next to him at the other check out station.
— Once we finally got our contract, we had to wait in line outside where 1 employee was both checking in items and checking out truck rentals.
— The employee checking out the truck couldn’t find the keys and basically was in complete disarray
— After the employee checked the mileage and the gas, I double checked and found that they had «OK’ed» the vehicle at having ½ tank of gas when really it only had ¼. Not even close. I pointed it out to the employee and he responded, «oh, okay, slightly over ¼ left» to which I responded, «um, NO, look, it’s right on and even slightly BELOW the ¼ tank line» — after pressing this, he agreed and manually corrected /​initialed the correction on the contract.
— Right where the trucks pull out, another employee was loading pallets onto a guy’s truck, meaning we had to wait until they were done before the line of people waiting to check trucks in and out could move
— The whole process took about 45 minutes by the time we got out of there — way too long considering we had a reservation too
Using the truck:
— Truck was left in «tow» mode when we pulled out which was causing issues with normal driving until I discovered it
— Dolly was included inside the truck which I did not order or ask for, seal on it was already broken. Plan was to explain upon return; and no mention of a dolly was on the original contract printed at check out
Check in:
— Brought the truck back with ¼ tank of gas, only to find upon receiving the receipt by email later that day that we were charged against the incorrect ½ tank marked originally — we even showed the amended /​initialed receipt when we checked in and the mistake was still made /​charged
— Brought the truck back with the dolly in the exact same spot as it was left. Were charged for this, again, even after explanation and indicating to the check in attendant that the dolly was not part of our original contract and request
— Called to get refunded for the above 2 items, was provided the email address to the assistant manager (Nelson Alvarenga) at this location to provide evidence from the original contract. Have emailed and called several times since returning the truck 6 days ago, and no response to providing me a refund. They don’t answer their phones half the time, the assistant manager has not emailed me back, and they don’t return phone calls left with their central answering service.
— Above and beyond the terrible customer service and response, my impression currently is that this is a HORRIBLY MANAGED store that engages in UNETHICAL, BAD BUSINESS PRACTICES.
Conclusion: only use this place if you need to buy supplies and are not in a hurry, and don’t mind attempts at being taken advantage of

This review is for the overall u-​haul scheduling experience as well as the particular locations I dealt with.
First off, I went to the u haul location to get the two hitch out on and they were very slow in handling my reservation and that they had nothing until the end of the day. The following day I got a call from them stating that they had openings throughout the day and someone messed up and so I could bring my car earlier. But I’d already driven across town to work. At the same time I called a local u haul and was told I could bring my car in right away. Just as I was about to leave I got a call saying the local u haul didn’t have time til next week. Total amateur hour. It was beyond frustrating. So back across town to the original u haul only to get nailed with an extra $ 30 cost for I don’t even know what. Despicable and deplorable behaviour. The work done was quick though so I gave then an extra star. Otherwise, all around pretty pathetic customer service. Due to buying up the competition, these guys clearly don’t care anymore. They’ve got nothing to lose because I don’t have any choices.

At first I thought it was incompetence. But as I waited in the nightmarish back of the building outside in the blistering sun, ankle deep in garbage and cigarette butts for an hour, I realized that the people that work at UHaul simply don’t give a flying «f-​bomb.»
The facts:
My friend confirmed our «appointment» for two straight days and was assured our storage boxes would be locked and loaded on the truck we were renting upon our arrival.
This didn’t happen. They didn’t apologize. They told us to wait out back. They didn’t give us a time estimate. There were no chairs. We waited for an hour as one person scrambled our needs together.
I counted a half dozen other «workers» that weren’t doing anything, but smoking and cracking jokes with one another. We were lucky we weren’t on a tight schedule.
Recommendation:
Don’t use this place!