Customer Reviews for U-Haul Moving & Storage of Downtown San Francisco
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
Testimonials from recent customers of U-Haul Moving & Storage of Downtown San Francisco
Everyone was professional, on the ball, the equipment was ready to go and the return was easy.
Very pleased with overall experience and friendliness and courteousness of your staff, which is of paramount importance. There is nothing more disagreeable than dealing with unpleasant people, and I'm happy to report that everyone at your facility was extremely pleasant.
Very nice and helpful staff (Devon was our return person and I don't remember the woman's name who rented the truck but she was great too) but the location is awful. There were needles and syringes on the ramp where we wait for the truck. We were called homophobic slurs twice by the guys standing outside for moving work. The truck's starter switch was loose and hard to start. The ramp didn't go in smoothly and took three of us pushing it to get it to close. No wiper fluid so couldn't clean the filthy windshield.
Change the online order process!
Stop the 20 up-sell pages and optimize the actual order process. The indication for a 4hr rental period is not clearly communicated - anywhere. The confirmation email does not even mention a time period!
The price and cost breakout is unstructured and vague - very deceiving. I prefer Uhaul for the affordable price, availability and ease of scheduling.
Instead it is becoming an aggressive up-sell game with a frustrating ordering process. Not to mention the frustration of having to fight off dozens of pushy day laborers at the front door.
The front desk ladies could smile a little. show enthusiasm.
The night crew manager should look under the passenger seats for soda cups. Also the van we had did not have an adjustable driver's seat. Otherwise I am usually happy with this location.
The location was in a seedier part of town, there were drunk people across and in the street breaking bottles, staggering around, yelling at us, pouring vodka in front of my vehicle and generally making my wife and I feel unsafe. The employees were fine, nice and helpful. They did call the police after someone asked them to, but it seems that should have been done much earlier. Presumably these trouble makers hang out and are looking for work. I would not recommend this location to a friend.
There was a minor problem and the staff handles it very professionally and courteously
On site parking is the biggest issue. Yard staff are often inattentive.
The staff at the Bryant Street were friendly, organized and a pleasure to rent from. I have had poor experiences at other rental companies in the past so the Bryant St Staff were a breathe of fresh air!
I will definitely use the service again and tell friends what a good experience it was.
Customer Service was great and Jovan was awesome.
It would have been nice to be offered a lock for the truck. I left it unlocked for an hour (while going to buy a lock) and when I returned 3 boxes were missing!
this is such a terrible location. staff seems clueless, and the entire block surrounding the place is full of dudes that harass you to pay them to help you. any place is better than this.
The location was amazing, my experience was not. I returned the uhaul on Sunday at 5 but i was charged two extra days; because the employee lost the keys or did not turn them in. I received multiple calls about this and was guaranteed I wouldn't be charged the extra days.
I really disliked the fact that they do not offer drop-off after hours. Also, when I damaged something, and I had the full coverage, they seemed to be unhappy and unwelcoming about that. They were so surprised that some minor damage happened to the truck.
Hire your staff at the desk with something that resembles cutomer service. I left feeling like the employee was not only bothered to be doing her job, but as though she was doing me a favor to give me a truck rental with the tank on empty!
It was quite dirty messy outside where I had to park my vehicle, not sure what that was all about, take away from the comfort of the uhaul center,
Should offer senior citizen discounts, as I look over I see many seniors are downsizing and trying to hold on to some of their belonging, and needed storage but are on a fixed income, offering seniors discounts is a added bonus. in our case a spouse passed away, and downsizing, limited income, distress situation, a monthly discount would accommodate and financial assist. Just a thought since you're asking. Happy Holidays
Long wait to pick-up truck: only one person working the counter, but many walking around. Turn-in very fast and efficient.
The team outside was very nice and helpful. The guys who handled bringing and receiving the truck, blankets, etc. are awesome - kudos!
The team inside the office seems a bit less engaging. Although both of the ladies who helped me were great, the staff at the front desks was aloof and disinterested. It took them a while to pay attention to me and other customers before directing us to the cashiers/rental stations at the back of the location (where the helpful ladies were).
Vehicle contained items from previous renter as well as cigarette butts. The entire van stank of tobacco smoke, it can and will cause health issues. Recommend immediately cleaning this vehicle.
I was told at the pickup location that I could drop the trailer in a different location from the truck but when I called the number to arrange drop off they simply said NO. That was inconvenient, and i would have done it differently if given the correct info. All the drop off locations blamed the pick-up location, which I told them didn't help my problem.... Apparently the pick up location didn't write the contract properly to allow for separate drop offs and I was forced to keep the trailer for extra days until I could drop it at the SAME location as the truck. Hassle...
I did a move four years ago with U-Haul U-Boxes from NYC to Portland that was a total disaster. Both locations were less than stellar in the customer service department, and we had to wait 27 days for our stuff that was only supposed to take 10-12 days (and they wouldn't give us any sort of partial refund as compensation). So I was very hesitant to even check out U-Haul's rates for a recent move from California. But the U-Haul U-Box rates were almost half as much as PODS or ABF, and they guaranteed 11 days for the U-Box transportation, so I begrudgingly decided to do the U-Boxes. I'm very glad I did because not only was the rate much lower than the other major moving companies, but the move couldn't have gone more smoothly which I greatly appreciated. On the San Francisco end the Bryant location was excellent; the entire staff was helpful and on top of everything the entire time, and loading up couldn't have been easier (unless they did it for me). The U-Box even arrived a day ahead of schedule at the destination, and the same experience at the destination U-Haul branch -- the staff was great and the unloading was very smooth. If you've ever moved you know how stressful and exhausting it can be if you do it yourself, so I am so grateful that U-Haul made this move as easy as possible for me. Hopefully I won't be moving anytime in the near future, but if I do I would not hesitate to go with U-Haul U-Boxes again.
The people working inside are really nice... the guys working outside are completely uninterested in helping or giving information... mostly they only seem to smoke cigs and listen to vulgar music loudly. I'm glad I don't have to go back. Truck was nice and clean.
The back of the truck was incredibly dirty and smelled like hell. There were also old weed joints. They gave me a truck that was on empty and was listed as a quarter full. They said I would be reimbursed however because I was just under a quarter of a tank when I returned it I now have to eat that cost.
Include folding of towels after use into a price of towels.
Have more employees on duty. Had to wait a while to check out the truck and then 20 minutes or so check it back in. The employees I dealt with were kind and professional, just not enough of them.
Provide day use only parking for your customers
Need better signage. I was returning a truck rented in Lafayette, so had never been to the location. Was told to take the paperwork "inside", but the doors facing the return ramp lead to the storage facility. I wandered around looking for the office, then came outside and soemone else directed me to the office around the corner.
Clerk was not warm and fuzzy. Rather dismissive and condescending. Not a great way to start out on a 700-mile drive.
nada, this is the best place to rent trucks/vans. I've tried other locations and had terrible results. If I cant get it at this location, I wont rent anywhere. Especially awesome is Jessica Ramos who is always there and really knows her stuff. She's very helpful. And Sean B is great with checking in and out. A great team, thank you!
Helpful and efficient staff
The staff was professional and friendly
I was happy with my overall experience.
the customer service rep during pick-up was miana saucer.
i made the reservation online.
i used the express checkin online.
when i picked up the vehicle miana asked me which insurance i had chosen. (it was the $30 safemove plus option.)
i asked her why she needed to ask me that; i asked her why she didn't have that information already available to her after i had made my reservation online and after i had used the express checkin?
miana said - and i quote - "i have to flip to another screen and i don't feel like it."
"I DON'T FEEL LIKE IT"? get the fuck out of here. guess what, i don't feel like paying you $30 for ripoff exorbitant insurance, but i do.
what the fuck do you pay this employee for? I DON'T FEEL LIKE IT? give me a fucking break.
you asked me "What can we do to improve for the next customer?"
i answer: fire Miana Saucer.
but you won't. because "u-haul doesn't feel like it."
jeffrey p mainville
contract # 27850775
contract date: 21-OCT-2014
Lots of illusions of security cameras, check-in cards, etc. but plenty of unsavory types milling about the building. Also the place smells funny.
great service -staff very helpful
I would give this place very high marks. The staff was very helpful and they made the whole expierence a very good one. I would recommend this u-haul for storage to anyone.
Extremely unsatisfied with my experience using Uhaul storage. Won't be using them again and will recommend others do the same.
We had three rentals this weekend and all three experiences were excellent. Thank you for staying focused on customer service!
The van had a terrible cigarette smoke.
The back really stinks! Broken glass! Not clean, very dirty!
Real pros. Thanks for thinking through all the details to make this a smooth and enjoyable experience.
when I got in the truck the gas level was at a 1/4 tank. Within 5 minutes of leaving the Fill Gas light came on...I hadn't even gone a mile. Aside from having to immediately fill the trick with gas it was a good experience. Shouldn't the truck have at least a half tank?
Everything went very smoothly and easily. special praise goes to the young man who helped deliver the actual truck to me after I finished in the office. He was polite, thorough and most helpful with answering questions about the truck. Sorry I don't have his name.
I have rented a u-haul in Boston, and the milage rates are outrageous. I will make sure none of my friends ever use this service
Service was EXTREMELY slow. I had to give my information 3 times to get my rental contract. It took 25 minutes to give my information and get my printed contract. When I was finally given the key I went out to the area where I was told to meet an attendant. He saw me coming and left with out saying anything. I waited for 5 minutes before he came back. The mileage and gas was incorrect form my contract. The attendant seemed to be in a huge rush and wasn't very pleasant or friendly. Returning my rental I had similar customer service experience.
We were first told on the phone we didnt have to turn the truck in til 10pm and then when we checked it out we found out it was really 7:45pm so we had to keep it overnight and spend the night in SF.
No complaints. I rented a 10' truck and dropped it off in Monterey. Everything went smoothly. Btw, if you need help moving, there are a lot of guys outside who you can hire. (I didn't use any of them, but they're there.)
They staff were extremely unhelpful when I came to pick up my truck and UPods. One lady rolled her eyes when I asked for help and pointed me to another lady who in turn pointed me to a man who was cussing that he was the one who had to help me get my truck. The whole staff's attitude was unacceptable.
Once I got my first UPod, I came back for a second. It wasn't ready to take despite my 48 hour notice that I'll be needing both. It turned out their forklift wasn't working. So I waited for over an hour as a staffmember went and got the propane for the forklift.
Next was returning the truck and the bill. They messed that up too. After waiting 30 minutes to get checked out a staff member told me I was good to go and an email bill would be sent. There are incorrect charges all over. I have to call back now to fix bogus mileage and gas charges.
They pretty much messed up everything they can mess up. This place doesn't live up to the Uhaul brand at all.
The location was convenient but the staff could work on their customer service skills because they pretty much ignore the customer and just speak amongst themselves the entire time they are processing the transaction. Otherwise it was quick and easy.
Rude, rude, rude. We had two pieces of cardboard i the back and the attendant told us we had to dispose of it or he wouldn't take the Uhaul. But then informed us they had no trash cans and w couldn't dispose of it with them. We had to fold it up and carry it out and get in a cab with it and then find a place to dispose of it. No dumpsters at a Uhaul return????? Stupid.
Sunday employees were slow and incompetent. They took forever to charge my card, were unhelpful with coordinating the return of the truck, and gave me conflicting information about parking. I will not be coming back.
The staff at the U-Haul location were very friendly and competent. The U-box was very poorly constructed. Hard to pull open the door and difficult to latch. Reserving by phone was a pain.
My move was made so much easier by choosing to use Uhaul. All of the staff went above and beyond to help make this move an easy transaction for me. Jeff Durst of Beaverton gets 5 platinum stars for helping me resolve my delivery situation. I didn't have internet access and he was kind enough to take the time to find an affordable mover for me who was also reliable. Jeff came through for me during an almost meltdown on my part. He was great and really made my day. Thanks Jeff you're the BEST!
VERY GOOD MAINTENANCE OF THE EQUIPMENT AND IN GOOD RUNNING CONDITIONS.
FRONT DESK EMPLOYEE WAS VERY COURTEOUS.
THIS IS MY SECOND USE OF UHAUL.
Truck I reserved wasn't available & truck I got was empty
Very fast and professional service!!
They were great, much better than any Uhaul I've used in past in other states.
Everything was made so simple, I was really impressed with the store condition, very clean and well organized. Having laborers kind of beg for me to hire them outside the store was new to me and very unvomfortable but I guess everyone has to make a living.
stay focused and keep providing the service that every customer deserves. Thanks again.
Provide more staff to avoid waiting time for the customers. Otherwise, the facility and services are good.
First time to use this service to settle down in SF. Pretty nice in overall.
Could use better signage as the entry is not on Bryant. Also, a little odd just giving the person there the keys, and saying that's all we need. Hope he was an employee. While he did offer to give me a receipt, I opted for an email, but after leaving wish I did get a receipt, or at least the email should be instant.
very happy with your staff
very happy with your staff
Excellent customer service
My unit would have been in a great location in the facility if the elevator next to it worked for any portion of the two months I was there. You have only two loading docks that fit 10-14 foot trucks. Don't allow people to park their cars there for hours at a time, blocking their use. You should tell your staff who retrieve the trucks to give to customers that they should take out their headphones and not beckon to paying customers so rudely. I can go on about issues I had that were specific to my storage & truck reservations, but those are my more general complaints.
Open the location at a the posted time.
This was a dreadful experience. We were told if we got there by 6:45, we could continue loading. When we got there, we didn't have the room selected which I picked earlier in the day in your facility. It was 6:15 and we were told we would have to move in the next day because the storage manager was not there and the people who were didn't know how to reserve rooms or unlock units. This was a complete disaster. I feel bad for the people working there who are working under poor management and having to work late- after their normal hours because their manager goes home at 4. I would never reccomend this location to anyone!
When refilling gas the needle was stuck and I couldn't tell how much I needed. Then it jumped and showed 3/4 full. Of course I wasn't reimbursed. This feels rigged. It's impractical to be at the pump and constantly turn the engine on to check.
I reserved the last 5x5 at 6. I was told to arrive by 6:45, arrived at 6:30 and told to return tomorrow. Was let in after arguing.
The reservation call center said I could get a 10% discount as a veteran, even for in-city rentals, not just city-to-city rentals. However, when I got to the counter, they said no such discount was available.
The customer service was awesome from beginning to end! The staff was really friendly and efficient :)
Really great experience this time - got me checked in and on my way with ease. The whole team - on each end of the day - was fast, efficient, friendly. Seriously a surprise improvement over other Uhaul locations I have used.
Joseph and his staff were extremely helpful. They made moving a pleasant experience!
Pretty quick even though it was a busy Sunday for moving.
Sylvia showed me the unit. She was lovely and answered all my questions. Hire more people like her.
Long line. Management should have scheduled accordingly.
When I picked up the van it smelled of urine and had not been cleaned on the inside. When I pointed this out to the staffer who brought it to me he said, "Yes, I know, it probably went to Burning Man so that's why it smells." This is BAD CUSTOMER SERVICE. He should have reported this to the front desk and taken care of getting me a clean van. Instead, he handed me back the contract and said I needed to change it at the counter. I am 57 year old woman who walks with a cane. I was obviously being taken advantage of. But, I would not be deterred. When I finally waited through 3 other customers who had gotten there AFTER I had, that one was clean.
When I returned the vehicle, There were 5 customers at the counter waiting and ONLY ONE service agent. It was the end of the day, obviously the busiest time for the front desk, and ONLY ONE agent???? This is BAD CUSTOMER SERVICE. You guys need to get your shit together!!!! I won't be back nor will I recommend this site to anyone else.
Keeping the same standard level in the future.
I was very satisfy with your service here at SF Bryant Store. I had rented U-hauls in Southern CA (LA and Glendale CA) and this one was the best by far. The area where could have some improvement may be the are that actually deliver and check the truck to the client. The guys could be a bit nicer.
I actually made a reservation for the Bayshore facility but when I arrived the truck that I had reserved (res# 80401588) was not available. Bayshore 1st offered me a cargo van which was way too small for my needs. After I insisted on having a 10' van they sent me to the Bryant St facility but told me that I would have one less hour than I had reserved plus I had to go across town. Granted, the Bryant St store was professional but the Bayshore St store never once offered me a discount or reservation guarantee rebate. The Bryant St store did end up crediting my account for $50 dollars but the Bayshore St did not even make the offer even though I was sent across town. The Bayshore facility would get a failing grade in my opinion. Thank you Bryant St for stepping up. Special Thanks to the Manager at Bryant, (Joe) for helping me out.
The employees ere more than professional thank you
not enough parking space for uhaul trailers
Need you to have more truck on different sizes in the the future.
Very nice people. Efficient. Good experience.
The people I dealt with were all very friendly. My only constructive feedback is that there is not clear signage for truck delivery. Multiple signs for "Truck Pick Up", not one for "Return Trucks Here".
Not rip people off. Wont be renting from you guys again..
The truck was not cleaned well before it was given to me. There was a REALLY disgusting piece of trash in the back. The people we nice and the general experience was great.
It would be good is the website could be more explicit about the cost per mile. It came as something of a surprise.
very functional for loading
Staff was friendly and courteous.... Check in and return was quick....
all the employees were helpful
do what appeared to be the head person off of the staff went out of her way to facilitate my needs
customer service agents were very helpful and kind, very polite.
I reserved a truck online in advance. I showed up 10 minutes early and it took over an hour and 10 minutes to get out of there. Lots of waiting around.
Neighborhood was a little frightening.
The dudes on the street are a bit pushy.
Staff was very friendly and competent!
You should give people who are local at least one month free when they are getting storage from you. Once in a while people go through problems. By the time the next month they will have the money.
Everyone was knowledgeable and very helpful. I think the restroom on the second floor is out of service bc I couldn't use my scan card to get in but otherwise everything was great. Thanks to all the staff!
Like all places, the staff do their minimum effort to 'please' the customer. Most of them just dont care. There's no pride in service. I guess it's the way of the world now. The location is in a rougher area of town. Luckily we know the area very well and werent worried, but for someone from the midwest, for example, they might be freaked out. Overall, not a bad experience, but not great either.
There is a gaping systemic problem of communication and electronic processing that I`m not going to waste any more of my life on.
Reservations were a problem. I physically reserved at Bryant Street and had a hard copy confirmation. When I arrived for pickup, I was told my truck was at another location.
Same problem at drop-off site. Wrong location. Also, I could not get a drop off site confirmed when I reserved.
Nothing much. My experience with this uhaul was okay.
Extend hours for access after work/traffic. The storage hallways reek of marijuana. Woman who works in the office is unhelpful, abrupt and rude -she works at a desk and not at the cashier section.
Provide a lock for the back of the truck.
The staff from the people at the front desk to the young man that took the van back when I returned were great. I would recommend more attention to the little things like making sure the customer has everything they need. ie hand truck, boxes, etc. This is were you up sale the experience
Loved the entire staff. They were very helpful and pleasent to deal with. Good crew u have there!
The box return requiring a receipt that you don't print / email is such a scam. Great way for you to milk me for another $10...
General service is fair
Management is beyond disappointing and should be replaced
Always friendly, prompt and efficient!
I've been a tenant of Uhaul Storage for several years and have rented numerous trucks without ever a problem. However, today the truck I rented broke down and was a huge inconvenience as I was unable to meet an important work deadline. A mechanic was dispatched and fixed the truck. When I returned the the truck at the end of the day, I explained the situation to the store manager and illustrated the frustration I experienced. Joseph Rocha (store manager) went above and beyond to ensure I left happy despite the difficult circumstance. The customer service here is EXCELLENT and the employees have compassion for their customers. 5 STAR service!
UHAUL has improved over the years, however, they`ve failed to address the amount of foreigners soliciting as movers outside their facility.
Better client service, more availability to answer questions (i was a first time user). Cleaner cars!
I had a terrible experience with an associate over the phone. I was calling to confirm my pickup time and date and had the person yelling at me, being short, and overall extremely rude (for no apparent reason). In the end he did confirm the time for pickup, only to find out the next day that I would not be able to pick up the truck at the scheduled time. It was a terrible experience. I've already told 8 close family and friends about the experience and will not use this uhaul location again for future needs. Thanks for nothing.
It a good storage unit. the only bad thing was the alarm going off even when i check in. it was very loud and annoying.
Storage was well maintained and stuff was friendly and helpful .
My last experience was dreadful and I feel mistreated as well as improperly taken care of
Incredibly frustrating! Only one elevator- other is broken and has my been fixed in months and we`re not eve allowed to use the stairs!! Takes twice as long to move things in and out. Ughhh!
I am a very regular customer. I rent U haul every week. Besides of clear communication from the clients side .There is always a huge communication gap between the staff and the customer. My u haul moving van had dead battery twice and middle of the night I had to crank it.
I was forced to fold the blankets upon return. Really? You are going to fold and clean them (I *assume* you're going to clean them, right?) anyways. Why make a customer wait and be forced to fold them?
I found all of the staff I interacted with friendly and knowledgable. Went to U-Haul because Zipvan flaked on me in the morning. U-Haul's customer service was about 100x better than Zipcar's. I'd recommend this to friends and come back!
On how to improve: I think a couple of things were nonideal:
1) Asking whether I want to buy all of the "add-ons" on the website was annoying. It wasn't as easy as it should have been to see that you can bypass all of those options.
2) The fact that I had to wait for a representative to call me back about a reservation made me feel uncertain. I did it because U-Haul was my only option, but if possible, it seems like it'd be better to get back to potential customers more quickly with when/whether they'd be able to rent a truck.
The guy who receives and dispatches the trucks is a cool
Dude. Righteous service.
Unit was smaller than advertised and not easy to access with the slow elevator. Please extend hours to move in past 7pm, how are you supposed to move in after work??
The staff here at the drop-off were on it. The dock personnel was helpful at the onset. Two people helped me with paying up and opening up the storage space. They were both helpful and cheerful so that was nice. The people who helped with the truck were also fast which helped. They were all presentable, professional, and pleasant. Good team!
the storage unit was much smaller than advertised, also its extremely inconvenient that your hours to move in end at 7pm. Also it takes forever to unload your stuff when you have to take stairs or an elevator. I would never use your storage again.
Mileage charge could be less.
I was given the wrong sized unit. Also was forced to buy a specific lock. Not a big deal, but it would have saved time and hassle to be told this before moving day!
Please note that you charged me too much. We returned the truck on Monday, Aug. 18 and you were charging me for 8 days and for gas. Please note that we put gas on the truck before we returned it. The total number of miles should only about 100.5 miles.
I filled out all steps for "express check in" and had to go through all the steps over again once inside. This option needs to be removed or modeled like the rental car industry. I should not have to go through those steps and wait in general lines and cover the same information.
Second, if there are policies like folding blankets prior to return, they need to be in writing or explained upon rental. The inconsistency of trying to check-in and out of UHaul in poor overall.
Good experience. Great staff. Very helpful.
The staff was professional and knowledgeable. The truck was in excellent condition and a pleasure to drive.
Helpful efficient and fast personnel a very positive experience thank you
I was not informed that I needed a lock to latch the back of the truck, the guy outside was rather rude about it, but inside they were super nice and let me 'have a lock' with promise to return, very nice inside the shop.
Wonderful experience, very helpful and catered to this run down traveler after towing a trailer cross country. Everything went smoothly and they even helped with the return of the trailer to a different location.
Always friendly and quick, we use this location for my business about twice a year. Thanks for making it painless!
Wow... I was hoping you would ask. Well, the line at 8.30am was too long and there were staff standing around chatting away from the counter, leaving one woman there to do all the work with people lining up.
And then upon returning... there was only one woman there and by the time I left there was a line of 5 people waiting. The process does not go too slowly, but if people are not organized about their reservation, it sure does.
The best thing about it was that I learned after I waited in line for 15 min to check out, that I did not need to stand in line to check out. That I could have just given the guy my paperwork. Why don't you all promote that? The staff should tell EVERYONE about it so that people will be happier w/ their customer experience. Having another staff person on at 5.30pm seems like it should be required. I was standing in that line thinking... boy, I really wish this was like returning a rental car... drive in, check in w/ a person and walk away. And it could have been.
Not only was there water damage but my things had mold. Thanks for the humidity control!
There was a series of event that made my experience poor, not just one thing. When I called to confirm I was given incorrect information, when at the counter I was also given incorrect information (I was told I needed the wrong size ball mount which I purchased only to have to leave u haul and return to the automotive store to purchase another ball mount. I wasn't allowed to return the hinge which cost me unnecessary costs). No one ever really apologized. I did encounter two nice people: Marcus and Ray. I was never offered any kind of discount for all my trouble and running back and forth from the hardware store.
I was surprised that there wasn't an after hours dropoff for the keys and truck. The staff was very friendly but it was a pain coming back the next day to checkout.
Storage unit was not clean when initially rented.There was garbage and dirt on the floor.
The customer service was great but there was a misunderstanding when I extended my rental so we had to keep the truck another day since the Bryant location was closed. There are no after-hours drop off. As a result, we had to keep the truck and the total cost was pretty high.
slow, very slow,
not responsible in case there is an issue with the movers
not well organized at all (why do we take appointments if nothing s ready??????)
It took a really long (almost an hour) time to get sorted out. I think that it's more an issue with the computer system than the individual employees but it should not have taken that long.
Make sure all that is requested (ie. dolly) is actually in the vehicle before given to the customer - also, when the customer sales rep and driver both remind the person to check the outside of the car for, maybe also remind them to check inside the vehicle for all requested materials.
You guys really do a great job. I could tell you have to put up with answering the same questions a million times a day, but you do great at being patient with people.
After driving for over 20 hours we arrive tired and frazzled. Jessica was a real pleasure to deal with. Helpful and friendly, she was a pleasure to deal with.
Boston location did not have my box ready, holes in side of box from forklift (I will send picts), my lock that I locked in SF, CA was NOT locked when it arrived at my place in Boston. The crate looked like it was flipped on it's side - not neatly packed like when it left SF. Damage to my ottoman for which I will be submitting a claim (and photos)
$19.95 IS the quoted price for the rental of a 10 ft. truck...but it ends costing over $100. The service agents/sales people AND ads could be more forthcoming & honest about the ACTUAL cost. Currently, it is misleading.
The air conditioning was not working
Very aggressive day laborers makes it difficult to drive around your office. Perhaps you can make them stand or sit in one place?
This was a quick trip to add to an existing storage room. I had never rented a van before, but it was great! Easy to load/unload and to drive. The moving carts worked so well even my 83yo mother maneuvered one piled high with ease!
My one complaint was with the closing staff. When the 3 min to closing announcement was made over the loudspeaker we had finished unloading the van and only had to put the few items into the storage compartment.
A very nice employee, A.., said I'd better take the van down to the bottom of the ramp to check it in. She said she was locking up but I could come back up from the office area. No one was at the return area. The lady at the office told me I'd have to come back in the morning even though I told her I couldn't because of a morning flight. And she wouldn't let me in to go up to where my 83yo mother was waiting. I went back to the return area and there were two female employees now locking the gates. I said I needed to turn in the keys. They said "we're closed'. So there I was stuck outside without a way in and holding the keys to the van.
Fortunately, A... was continuing to lock other doors and saw me outside. She was surprised that there hadn't been anyone to help me at the return area earlier. She instructed me where to park the van and had me give her my paperwork and keys and even escorted me back up in the elevator to where my mother was waiting. She singlehandedly saved the day for me and the reputation of your uhaul location.
I have rented uhaul vehicles for decades. For multiple moves for myself, college kids, my family and others. This was the first place ever to not have an after hours dropbox. The office lady told me to find a place to park it on the street and come back the next day to drop off the keys. What would have been the difference between that and letting me leave the keys and paperwork? I had the van for just a few hours, drove 13 miles, and someone could have checked it the next day for anything else.
My suggestion for improvement would be to ask the people who are unloading close to closing time if they will be done soon and tell them the deal of no customer service at closing or after hours. Or perhaps have the option of the drop box and reserved parking slots or designated area for truck returns.
The manager, Mark was very helpful. I left my car keys in the truck n he went through the truck found them and called me. Thank you Mark
Parking just for your customers!!!
You should explain the process better on your website -- that U-Haul provides the box, but if you want delivery and loading/unloading help, that you have to hire outside contractors through Moving Help. I found your website to be terribly inefficient - it gave me a lot of inaccurate information that caused a lot of unnecessary frustration and time on the phone. Thankfully, the staff at the Bryant Street location were able to explain everything to me and help me understand how everything worked.
When we were investigating whether to use U-Box vs a mover, we went on to the U-Haul site and did a quote for a single U-Box (from SF -> Boston). We got a price indicating something a little more than $1700 or so -- and we were happy with this price, so after a little more research we decided to go with U-Haul. A couple of days later (after we'd decided), we came back to book the U-Box and the price we were quoted jumped to over $2000!!
We were pretty disappointed, but didn't want to deal with going back and changing our minds again so we went ahead and booked 2 U-Boxes after reading that if we didn't need one we could just cancel the second and only pay for the first (we weren't quite sure if all of our stuff would fit into only 1). So we ordered 2 U-Boxes and the total price came out to be $3596 (I still have the email quoting that price).
So we load up our U-Box and it becomes clear that we only need one of them, so we went in to the office and told them that we only needed one. They said they'd take the other box off of our bill and that was that. Two weeks passed, we got to our destination location, and we learned that there were some billing issues (apparently nothing on my end, all on the billing processing side). Basically I hadn't yet been charged for the shipping cost.
The local store manager (Thomas Hamilton) was very helpful and understanding, but he seemed to be getting pushback from whoever he was trying to work with to fix the bill and he was being told he should not allow us to unload our U-Box. The problem was that all of our stuff for our apartment was in that U-Box, and if we couldn't get access to it we could not unpack our belongings and move in to our apartment. Not only that, but we had done nothing to cause the problem...whatever it was, it was on U-Haul's end and there wasn't anything we could do about it.
After about 3 days had passed with no information, I called him back and offered to leave credit card and contact info or whatever it would take to make him feel comfortable letting us take our stuff while the billing dept worked out its problems. He agreed to go ahead and let us take our stuff. I can't reiterate how respectful and understanding Tom was -- despite the fact that it seemed he was being told by "central" (or whoever he was asking for help from) to not give us our stuff.
We finally got our stuff, but we *still* haven't been charged for the shipment of our UBox. Not only that, but when I go in to my order details page, I see that I'm being charged $219 for "Monthly rent for 2 U-Box pods." (I only wound up with 1 pod), and my shipping cost for the single U-Box is still $3200!! How did we go from around $1700 for a single U-Box, to a little over $2000 for a single U-Box, to $3200?? To say this is disappointing would be an understatement...
I mentioned the price issues to Tom, but since the whole billing system was messed up he said there wasn't anything he could do about it right now and we'd
Not very friendly at check out...just matter of fact. Didn`t thank for business, etc.
the van I picked up stunk like raid or some other chemical poison and I was nauseous from just ridding in it. I had planed to use it for five days but had to bring it back after just an hour or so because the smell was unbearable.
I stood outside hoping I could return the truck ( I arrived 30 minutes after they closed) and a friendly staff member helped me out as best he could considering I was left high and dry
Everything went smoothly with the excellent customer service provided by the lady, Diane (?) at the counter that checked the van out to me, Jonathan (?) who brought the van, etc., to me, and Eileen who checked me back in, etc. The van and dolly were clean and in superb condition. Thanks to all for making this a positive experience. Much appreciated.
The discrepancy of information between the Uhaul store and the Uhaul call center was horrible. We got different information regarding our billing and location of our box from each party. Also, the box itself was skewed to one side and the wood splintered at the door. It felt cheap and unsafe to put all our belongings in it. We will not use this service again. Also, we originally purchased insurance and then when we received our bill, the insurance did not get processed. Also, our lock was totally beaten up and the door was difficult to reopen when we needed to unload it into our house. I recommend upgrading the boxes to more sturdy material and the locks to more effective protective lock systems. Also, we did not enjoy how the prices of the shipping and the box rental fluctuated over time. We were quoted for two boxes, ended up only shipping one, and still had to pay the price of two boxes. It was not an easy process to rent a box and have it shipped. When we called the Uhaul in Lebanon, NH, the store clerk told us our box wasn't there. When we spoke with the Uhaul call center, they said it was. We ended up needing to speak with the general manager of the site to figure out where our box was. It was, in fact, at the location, the clerk had just not looked closely. Staff, overall, were friendly, but not helpful or efficient with our time. We are going with a more professional, consistent, and organized company next time.
The last that helped me was amazing
I liked receiving my receipt through email. Front desk staff could have been a little more friendly.
The u-box service is very convenient. My only concern was the deliver window was changed twice which affected our moving plans.
My truck wasn't available, it wasn't the right size. I ended up with a smaller truck than I reserved. Some of my furniture did not fit, and I had to leave it in SF.
The elevator gets hung up by people loading 10 carts and leaving them in front of the door! Then when they come back up with 5 carts there is no room to go! The "day birds" pack everything up and just use all of the carts and block the freight elevator. It was sooooo inconvenient.
The uHaul truck that I rented broke down which required me to sacrifice valuable time during my apartment move to jump start it with jumper cables. It delayed my overall move by and hour and was not what I would expect for the money I spent with uHaul.
Smooth process, no problems.
Very poor experience very dissatisfied with uhual in general. I will no longer use this company . I kept the truck for alot longer then agreed and payed the amount for each day but they put me in recovery mode which means they feel that the truck wont be coming back stolen. And they kept advising me to turn it in or they will come and pick it up .they also told me not to drive it it has been reported stolen and that I will be arrested total bs. I payed I had my credit card on file and I returned it when It was no longer needed. Hope this comment schools people out there to be careful.
Clean and well organized. Friendly staff. Could use some better defined customer parking.
I received an mail that I gave the return the van at 8:00am. However when I arrived on this time it was closing and they dont receive my car. It was terrible because I had to park the van in the street and return it next day. I hadnt time. Bad.
Although the facility looked clean overall, the storage unit that we rented was not swept clean and had garbage in it.
Pick up was great. The staff was very helpful and accommodating. Drop-off was a bit frustrating as the folks dropping off were trying to get to work and there was only one overworked man taking the myriad returns. Great staff - just perhaps have more of them on-site when you open.
Very helpful and freindly service
none. all staff was very efficient and professional.
Everyone was friendly, helpful, and fast, even at 7am. They made a stressful day much easier.
Parking would be amazing, wait times were 15+ minutes, extra staff would help.
Your U-Haul team at this location provided the utmost in customer care. We accidentally left important documents and keys in their office, and they bent over backwards to return them to us. Outstanding service, intelligent, polite, and true to their word. I would absolutely recommend them to anyone who had moving needs. Thank you, Marcus Grove and Team!
Specific detailed feedback:
• The desk staff was really helpful. Loved them.
• The guy who got my truck for me had a very dirty U-Haul shirt on. Instead of him asking for my order I had to tell him that I needed a dolly
• When I checked the truck back in, the guy at intake said that he would check my in and that I do not have to go back to the desk staff, yet the next day I got a call from U-Haul asking me when I was going to bring back the truck!
i reserved a 14 ft van and was quoted a fee. The next morning when I went to pick up my creserved van the rates were given a TWICE as much.
The fuel gauged on the paper work showed 1/4 tank
the van, when it was driven off the lot, was EMPTY.
The staff was of no help , they would not honeor the quoted fee, they could not my other van rentals for reference as to cost and they basic said-too bad- this is the cost.
I had hired 4 men to help with the move and had NO choice but to pay the extremely high rate.
I will be going on YELP and Angie's list to report the careless, and impassive service
NEVER will we rent from this establishment again
zip car for us!!
Unit reserved was not available. Elevator where loading dock was out of service. There was trash and boxes blocking paths to storage unit.
UHaul lost my box several times took over 45 mins to find. Turns out they were charging me for a box that was already returned.
Its a little scary for a woman to walk up to this location with all the folks outside accosting you for moving help, but the folks inside were fantastic and very helpful.
Great experience for a quick in-city 24 hour move. Thanks!
Please be more specific about gas. I had to refill the gas 3 times to meet the "gas limit". There was a problem with the gas meter and this made me fill in much more gas than needed (it was variable in what it displayed). I was extremely disappointed because all of my experience with U-Haul was great till this gas issue was encountered. I tried to reason with the staff and demanded some sort of compensation for the extra gas I filled in but this was to no avail.
Price per mile super expensive
VERY friendly and helpful staff.
I didn't personally pick up the truck so I can't speak to the location.
Staff were super nice and accomodating. A+
Everything was easy and efficient. They were accommodating to my changing needs. Would definitely come back and recommend it.
lots of people literally living inside the storage units,prostitutes entering after hours and most likely drug trade considering the really shady people ins and out after hours.
Joseph was super helpful, patient, and professional. Our U-haul storage experience was convenient precisely what we needed. Thank you!!!
Poor communication and follow up from Phoenix. Constant shifting of blame and no ownership of problems. Systemic problems. Would never use again.
Amazing staff extremely friendly and helpful : very good experience w them
A wonderful experience--thank you!