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
Excellent return experience. Employee was efficient and friendly. Use of technology is outstanding. Location is a bit suspect with large a number of homeless. But I would absolutely use again. Well done.
Speed up the check out process.
unfortunately there are alot of homeless people hanging around ~50 yards from the turn in location. I am a woman and that is an uncomfortable situation for me as they were motioning to me to come over when i was searching for the return area. However, the return was very quick and easy and the people were extremely helpful there. Maybe somehow Uhaul could discourage the loitering if possible. I would be very uncomfortable returning the vehicle after dark.
Left 2 items in the truck, no one called to inform me. I called to inquire about my items and they informed me they threw them in the trash.
I feel this is terrible customer service and now need to go and replace the area rug and dresser that I left in the truck,
Completely understand my negligence in leaving the items in the truck however I cannot believe they just discard items and don't call to inquire or save them because the customer may call back as I did. Terrible experience and highly disappointed with the overall deceive.
Will no use this service nor recommend Tia company to anyone will discourage people I know from using his company.
Very u satisfied customer.
Was easy to get my storage unit set up. I accidentally ordered the wrong size and they helped me get a new and improved unit at about the same cost without having to reserve in advance.
Great experience. It's been many years since I used U-Haul after a bad experience on the east coast. Glad I gave you another try after a decade+. Will use U-Haul again based on this lolocation's friendly and efficient staff. Thx!
I have recently rented a truck 3 weekends in a row to clean out a residence I own in San Francisco. And whether it be different questions each week while at the counter, or checking a truck in/out, the process seems to be different every week. For example, yesterday I was asked to mark off the damage to the truck. My response was how do I know what Uhaul considers as damage. The guy seemed confused, and I was confused as the previous two weekends a Uhaul staff member marked off the damage and asked me to confirm. Some similar incidents happened at the counter when processing the paperwork at the counter, just seems to me that the process and staff would all be trained the same.
Jessica, manager of storages, was very professional and helped us select the best storage unit. She has great customer relations and made us feel like a valued customer. Jessica should be commended!
thank you for all your help
Friendly and communicate well. Thank you.
Great staff, prices per mile are a bit much.
We had an problem with our reserved space--rollup door was stuck-- and had to move to another space as a result but staff went above and beyond to make this easy. Many thanks to Amalia and Sylvia!
I was over charged for mailage after a round to Costco on Bryant Street in SF and returning to 1525 Bryant.
I think u-haul by far has done everything really well, it makes moving Easyer for people across
The USA and safe. Thank you we
Will be back soon!
Great customer service, friendly and knowledgeable staff, excellent turn around time - but that tire/new car smell - blechhh!
The store ran out of the hand truck units that I had reserved via online reservation. Since these are available as stock items online, the store should only rent these if they haven't already been reserved. I really could have used one for my move.
Casey was so professional and met all our needs. He was very personable and cared about getting us the correct size vehicle. It was very fast and everyone there was so nice and friendly! Very clean and efficient. Fast convenient service! We were really amazed by this UHAUL. It surpassed all other locations we rented trucks from by far! Casey and staff are to be commended!
Make sure your trucks are running perfectly before renting out. My truck wouldn't start after stopping one time. Had to call roadside asst. Electrical went back on 30 mins later but happened again for a minute. I also think your rates are ridiculous for driving out of area. I should've rented a truck from enterprise and spent 1/4 of the price. I will never use uhaul again. The woman at the front desk was rude and it took me 45 mins, after registering on line, to receive my truck when i arrived
I was really impressed by the service and the Staff. Casey the site manager gave me a great deal on storage + truck combo. I just needed to store stuff for 20 days and it was completely free.
It was great, went quickly, I was in and out with my vehicle within minutes. The drop off was fast and very efficient.
Every one of your employees are very professional.
Service was efficient and made the moving process much smoother than what I was expecting.
I want to say thank you to all the employees, specially to Ms. Natalia!
She made me feel welcomed and she was knowledgeable about all the awesome deals and excellent in her costumer service. She is definitely an asset to your company and to us your costumers :).
Friendly workers and quick return with no issues.
Good Guy Movers were great. They fit all the things I needed into the U Box and were efficient.
Everyone met or exceeded my expectation.
Put arm rests for the drivers right arm in the trucks. I understand the need for the chairs to remain upright, but please give a a place to put my primary arm when I have to driver long distances.
Have sufficient staff to handle both the contracts and providing the trucks in a timely manner.
More streamlined vehicle return. There were several signs to stop and wait for assistance, however there was either no one there or someone in the distance waiving you in to move forward.
It was very slow. I have had at least decient serves at other uhaul locations in the past. The staff did not seem to care about their work and due to a new employee we had an overall miscommunication about charges. I think I will be trying other moving companies.
we showed up at redwood city after having confirmed vehicle the day before. were told we had to drive to SAN FRANCISCO to get our vehicle because it wasn't at redwood city. this was completely unacceptable but i know the girl at the counter could not do much. she dropped our rate a bit but this is completely an unacceptable way of doing business!!!
When I called the location before picking up the truck I asked if I could do after hour drop off at that location. The service representative on the phone said "yes" but when I arrived to pick up the van and asked about how I go about doing the after hour drop off option the sales representative said that they do not have after hours drop off at that location. The service reps were rude, interruptive, and likely on drugs. If I had another option that day I would have taken it.
One of the main limitations is there clearly were not enough people outside to check in/out the trucks. I waited a long time in both instances and the guy working there at one point seemed to think I was stealing a truck or something. Clearly they need to coordinate better and have better staffing in that area.
THe service was great and the facility was super clean
I ordered by phone asking for a van that wouldl hold a double bed and frame plus 20 large boxes. I arrived at U Haul on Bryant with 2 helpers I hired. The van that was reserved looked small-econoline van. A larger van was not available at that time but I had already hired the helpers. As a result, we had to make 2 trips to move storage to the apt. which cost me $50.00 more for the helpers.
The man behind the desk, Casey Clark, continued to dispute the fact that the van was too small for my request and said he would continue to recommend this small van for the same amount I had to move.
The page on my contract that estimated how many gallons were needed to fill the tank to the desired level was way off. I'm grumpy that I followed your advice and ended up putting more than ten dollars of extra gas in the vehicle than I needed.
For what it's worth, I rented a 9' cargo van. I was told these were brand new. (Indeed, mine had only 100 miles on it.) Maybe the gallon advice you provide needs to be calibrated to the size of these new vehicles.
I am very satisfied with the service I received at the Uhaul on 1525 Bryant Street.
I tried to order boxes and what not along with the truck via the online ordering system, but when I arrived they had no record.
It was very easy. People very friendly !!
The staff was extremely helpful answering questions, showing me available units, and helping me get all set up.
Too many homeless people.
It would be nice to a) have the trucks cleaned a little better both the beds and the cabs (there were earrings from the last person in the cab...)
b) I think it would be really helpful to get a breakdown of cost. It's on the bill but have the person walking your through it. I would love this really at the end because I felt like I didn't get much information from the person taking the truck back. Just more transparency on what's happening and costs at the end and how they differed from at the beginning.
for once everything was as I was told it would be. not even to mention the truck was brand new! and no hidden charges, the best bargain for money I have had in years. chris dutro.
The first truck I was given had faulty steering. Customer service in the lot was non-existent.
The employees at this location were professional, friendly, and efficient.
Vehicle was not Level 1. Filthy.
Your representative, and myself agree ,since I had to pick up your equipment, on Bryant st that ,I would be charged $1.50 a mile instead of $1.79 , AFTER I RETURN ALAHANDA, PRETEND AS IF SHE DIDN'T KNOW WHO I WAS ARE WHAT, WAS TALKING ABOUT, ALAHANDRA EXPLAIN TO ME I HAVE TO GET MY DISCOUNT FROM BAYSHORE ST, IM A UN HAPPY CUSTOMER,
I am very pleased with this facility and the lady that helped me with renting my unit was extremely helpful, patient, and friendly. Thank you!
Jessica was very efficient in getting me setup for a storage unit. It couldn`t have gone any better.
The assistant manager was extremely rude to my boyfriend and I! He told me about a "policy" that I have never been made aware of out of all the times I have rented a vehicle w/U-Haul! I use Google Voice to take business calls and its linked to my laptop as my cell's screen is currently broken. The asst.Manager (middle asked Hispanic man) told me that I needed to give him a friend or family members phone number that he could call in order to verify my identity! As if my CA registered license and debit card was not enough to identity me. Anyways he insisted rudely stating that a new policy is in place and that somebody else needs to verify my identity ad be "responsible" for a brand new, $40,000 vehicle...his words not mine! Assuming that I could not be trusted or responsibly operate such a van. He yelled to another employee from across the room to vouch for this "new policy". The second employee vouched for this "policy" in a very rude way as well saying that a family member or friend must identify who I am as a sort of insurance. Mind you I purchased the insurance have my DL and had my credit card, address and phone number all on file! I have never been treated so rudely. I felt like a suspect or a criminal being interrogated or investigated. In the end I gave in a gave them my best friend's number, the assist. manager called her (she was in the middle of an important phone interview--which I notified the manager of! How rude!). He proceeded to rudely and unprofessionally ask her name, if she knows me and her relationship to me! Seriously! My DL picture could have verified who I am! I am still beyond shocked, disgusted and very upset about the way I was treated by the people working at this location! It took far too ing to check out b/c of this so called policy and I was late to pick up some furniture, which I ended up having to cancel because of this interrogation. I have never experienced this type of "customer service with any other U-Haul business and I definitely will not visit this specific location again! I honestly don't know if I will ever use U-Haul again just to avoid being spoken down to, interrogated and dealing with more attitude than I have in my life!
Lastly, I was overcharged $3 to my account but I honestly do not feel like dealing with the manager again so my loss!
many homeless and casual labor people, felt a bit uncomfortable and somewhat unsafe
service was excellent, staff was friendly and professional.
The pickup process can be shorten.
Very disappointed this location does not permit a night drop of the vehicle.
HOLY GOD DAMN you guys are impossible to get on the phone.
The General Manager really worked hard making sure customers were served promptly during the busy Saturday. That was much appreciated.
Provide more parking for loading & unloading
Move obvious sign directing where to return truck.
I give the poor rate isn't related to the location at Bayant St but for your system. Originally i scheduled a 7:15pm pick up at Candestick location, however, i was being told rental service system is down when i reached the spot, and i had to go Byrant St to get the van before 8pm. It means that i only have 30-40mins and it definitely drove me crazy. i can understand the location is out of service since blackout, but at least you should send an email or any notification to those customers who have scheduled the car already. meanwhile, i have to pay more for the mileage and gasoline
Had a long wait to get help at the counter. Truck was clean but back was full of water. Employees did nothing to fix the situation when we expressed our concern. It was a problem for keeping the items we were moving dry.
Awful experience, VERY unorganized.
It was raining very hard and the windshield wiper blades needed to be replaced, did not do a good job of clearing the rain so visibility was very poor. But at least they gave us a truck. Originally I had reserved with the 1575 Bayshore location. I was flying in and called ahead to say our flight was delayed, was told it was not a problem by your call center. When we got there I was told they had a power outage since noon (more than 5 hours before the phone call) and that they couldn't give us the truck, even though they had it, because they couldn't do paper contracts. I offered to let them use my laptop and jet pack but they still couldn't do it. Meanwhile the taxi driver was outside waiting. This is poor communication on your part plus poor planning for what to do in an emergency.
Reservation was ready at pick up time. I was given excellent customer service. Pick up and drop off was simple.... Really liked the simple and available way to view reservation online.
I ask for two days rental but they always say you have to return it the same or call to see if the reserve been yet, also the truck they give me gave a lots of problems, the engine light jeep popping up while I drive, I notice if we argue they will give us a problems truck, next time I'm going to look for another truck rental
staff was excellent.From the checkin to the check out.
Completely satisfied with the storage facility and staff.
Make sure they know their directions in leaving as one can get caught in the Duboce triangle with the one way streets.
Picked up truck. It was dirty. Picked up another truck, the back was open, wet, and squatters were walking out of the area. The employee argued with me about what clean was. Have had a similar experience before with uhaul. This location has a large number of trucks, that is the only reason why I've used it.
Perhaps the worst customer experience I've ever had. When we showed up they sent us out to claim a truck that didn't exist. Once we discovered that, they tried to give us the truck that was not clean. After we complained that it was taking too long, they gave us a third truck that was also not clean but we had to take because we were under a timeline. This entire process took an hour. No one there seems to care about their job for the happiness of their customers. I would not recommend this location or U-Haul to anyone.
2 Office staff on Saturday. Waited in line and for the elevator, so missed deadline to return van to Bayshore facility. I paid extra miles and gas, and a day.
Your service was excellent and your employees were very polite and respectful.
Reduce your prices.
My truck was ready one time, it was easy to drive, the check out was efficient, as was the return. The right side mirror would not stay in position. It was a good experience.
Sunday's are busy moving days and there were only 2 people working the counter, which resulted in a long line. Also, I had called earlier for my truck but it wasn't ready. When I was there to pick up my truck which I had reserved, Uhaul didn't have it and only had a van for me to rent. Service was poor and unacceptable.
Maps were a bit confusing. I had a difficult time finding my locker when entering from a different entrance.
I was overcharged by the person checking me in and the gas gauge did not show the right gas amount; I showed them the receipt but finally had to go inside and talk to the clerk; everything was solved, but it took an extra 15 minutes and after a day of moving it was a hassle I would not want to experience again
the clerk at the desk was no very friendly.
The staff was not very friendly or professional. The was so dirty the windshield was not drive-able and when asked to rectify the problem by cleaning the windshield the lot attendant said the people checking in were more important than helping me who was trying to leave.
And amazing customer service experience everyone on the team was spot on and super helpful and friendly
The entire team were all stars!! Super friendly and customer service focused, every person we interacted with was customer focused at the top of thier game. I honestly went in with very low expectations but came out with a five star review. Jessica made the rental process of both the truck and the storage space smooth and easy. She is awesome and has a great outlook. Wesley made picking up the truck super easy and very well organized. Another gentleman whose name I did not get made returning the truck quick smooth and easy. A truly exceptional customer service experience, I will recommend this U-Haul location and the team to everyone. Please keep up the good work and let the team know what they are doing an amazing job. Thank you to all the team!!
The location was not the problem so much as the reservation system. I was sent to three different locations each saying my reservation had been sent to the next. This location would, however, be improved if it had 24 hour drop off.
I was very impressed overall with UHaul Storage.
Firstly, the $19.95 price you have on the thousands of your vehicles is false advertising. For just 4 hours of rental I paid $80. I think you need to give that number more truth.
Secondly the truck had food crumbs in it.
Better van arrangement- waited over 30 minutes
Have staff that all act in a friendly manner.
I got there 20 min till close and Natalia/her manager did not fuss or complain.They both went above and beyond to make sure I was set up with everything I needed.
Lock all bathrooms. Bums keep stealing the toilet paper!
Also employees shouldn't park on the loading docks. They take up customer parking making it difficult to load and unload into storage. Nothing much else. Everything seems to have greatly improved since the new management. Cleaning lady with short hair and a headband is the nicest employee there. She's always greeting with a hello and wishing you a good day as you leave. Makes my day every time. New manager also seems like a swell guy.
badly adjustable mirrors that could not be adjusted easily. Only street parking available...no parking in lot.
The gas gauge notations were inaccurate both times I rented last weekends, both times in Uhaul's favor. The first time I had them note it on departure; the second time I just figured maybe I'd have to pay for a gallon, but the intake guy tried to charge me for 3 gallons of gas, after I had driven 5 miles. He finally agreed to drop it to 1.25 gallons of gas, but still--there's no way my 10' truck got such bad mileage driving 15 mph on flat streets.
The U-Haul on Bryant St in San Francisco is excellent!!! I will highly recommend this store to my family and friends. The employees made my transition to LA so smooth. This wouldn't have been possible without their unconditional assistance and care. Starting from the General Manager Casey Clark to the rest of the staff Amelia, Nathalia, Andrea and Wesley their cordial and attentiveness shows the wonderful display of the excellent customer service that U-Haul offers to the clients. The truck that I rented was reliable and impeccable.Thanks again for all of your service. Sincerely, Karen Pinaud
This location is amazing. Kellin is the man.
They marked the gas as "full" when in fact it was at 3/4 of a tank. Only drove 15 miles so there's no way I could have used that much. $10 doesn't mean much in the grand scheme of things, but it does mean I won't be visiting this uhaul store again.
Service was not as fast as usual, but staff was friendly and the equipment was well maintained. Thank you for your help!
The staff inside were great. The 2 different guys who helped me out in the yard could have been a bit more helpful however.
Trucks appear poorly maintained but staff helpful and friendly.
the dollie that I'd reserved was missing, so I had to return to retrieve it ( a slight annoyance )
The process of renting the U-Haul was not the issue. The issue was the poor customer service provided by the attendee reviewing the vehicle before it leaves the lot and the same attendee that inspected the vehicle upon returning the truck.
It was a heavier set man that did not smile, short in his words, and used poor judgement with his choice of words.
Upon returning the vehicle prior to 7AM the next day, he literally said, "Get Out! [of the vehicle]" in a very unpleasant way. I understand that it's early, but it's no way to treat people in general.
The staff helped mw maneuver my trailer to back into tight spaces, I really appreciated it!
Really liked the person who checked me in at the front desk.
As always, Amalia was amazing!
Excellent experience! Thank you!
The lines were a little longer than I would have liked, but other than that it was great. There was some miscommunication while dropping off my van, but that was sorted out.
I rated the location as below average because the layout of the entrance and exit needs some serious work. The exit is blocked off, but there are no signs indicating this. The first time I had to move a few items into my unit, I parked a rented U-Haul truck in the designated parking spots near the doors on the 2nd floor. When I was ready to leave, I followed the exit signs to get out, but once I got to the exit door, I noticed it was blocked off. There is no room to turn the vehicle around, it's too narrow, so my only choice was to back the truck all the way out, back to the parking spot I originally started from, which felt like an obstacle course. Even worse, the entrance (which is the only way out) was blocked by vehicles being checked in. I had to wait for 20 minutes, until the single attendant on duty (it was a Saturday afternoon) was able to check everyone in and move the vehicles to the lot where they're stored. It would've taken longer if I hadn't been vocal about my frustration, which I expressed three separate times.
Create an Express line for those who have already done the checkin online. Perhaps going straight to the parking lot like National Car Rental does it.
I was assigned a van that was parked behind 4 other vans. As a result, I had to go back inside and re-sign a contract for a different van. This wasted more than 20 minutes of my time. Otherwise, the equipment was in good working order and other personnel were very helpful and professional.
It took me an hour to get my truck even after registrating online. They were under staff. Everyone had to fetch the truck them self. The truck I reserved had left over food inside and garbage. The location is convenience.
I will never use uhaul again. You employ a bunch of low-life crooks.
My moving-in experience was outstanding
I knew from yelp cust service would suck. But when the elevator broke... Failure was the only option. No one knew what to do. Where elevators were. Etc. and the manger, Casey , was no were to be found. Long story short.... I had to pay movers 2 extra hours. Also the rudest staff/customer service I've ever had to deal with.
My recent moving experience has been beyond terrible. I have filed a couple of complaints in regards to my ubox being lost and late. That has been resolved. What has not been resolved is the fact that we were over charged for the movers that uhaul booked. We originally booked 2 uboxes but only ended up using one. So we should have been charged $175.50 not $280.00 which is on our credit card. When I was making the reservation the women told me that I they would refund me the money. Fast forward weeks later and I am moved in and no one can seem to help me with this. I have brought this up several time over the phone withe several different customer representatives. I was first told that some one would get back to me, then that they would put it in the complaints (never happened), that I need to contact movinghelp.com (they can't do anything for me) and now I am being told to ask the movers for my money back. He is less than satisfied with the uhaul experience (see my complaints) and is not wanting to refund my money.
The next problem is that my certificate number was not taken off at the time of checkin on my upod order. I have been told by customer service that is can be taken care of here.
Certificate number: FFE2488A
Amount: $50.00 USD
Active on: 4/9/2013
Please have someone contact me regarding this issue.
It would be really nice to have a key drop for after hours returns.
Service was fine. Truck worked well. Overall an easy experience if I need to rent a truck or recommend a service to a friend.
Clean the trucks occasionally, don't give customers a truck that is blocked in by another, identical truck.
The person who I returned the truck to was inattentive and spent most of the time looking at his phone rather than taking the time to finalize the transaction and complete the final checks. I thought it was rude and unprofessional
Vastly improve the attitude of your counter staff ,I felt like I was commiting a crime asking them to do their jobs
Customer service was simply terrible and I was overcharged for service,I will not be using uhaul again from this experience
I had made a 8a pickup reservation for our truck. We had until 11:30a to move all of our things out of our old warehouse into our new location and we figured moving from 9a-11:30a would be ample time and able to return the truck within the 4-hour rental window. We got there a few minutes after 8a and there was a short line line with one associate working. Please tell me why I was STILL in this "Short" line at 9am? What's the point of even making a pickup appointment? The associate was with the person in front of me for over 30 minutes, upselling, etc. She had told us that the truck needed to be returned by 12p. WHY IF WE WERE IN LINE FOR AN HOUR? When I was finally given the keys to our truck, we had to walk up a steep hill to get to the truck. And tell me why we were given WRONG keys??!!! Note to management of this location, if i am a supposed "Valued Customer" as your ambiguous email states, then please take my comment into consideration, hire more staff and make your business more efficient. And get rid of those day laborers across the street too.
some of the staff were not very friendly.
The cab was dirty and had pet smell. The last person left plastic drink bottles and old batteries on the floor. I dumped in the trash. The truck was clean in the cargo space but not sweep out very good. The floor was dirty and a broom would have done the job in a couple of minutes.
I also had a problem not needing a round trip and was told it would cost twice a much to make it a one way. I missed the family dinner and get together in San Jose just to brings the truck back to San Francisco. I don't like U Haul very much today. Jim Lunsford.
Everything was fine. The windshield and driver's side window could have used a wipe down (to aid visibility while driving), but everything was solid.
Associates today were friendly overall but didn't seem to have much interest in efficient transactions. Usually the friendliness/ desire to assist is low at this location
My truck needed an oil change and I took it for a 450 mile journey. A bit nerve-racking, so I ignored it. Not sure that is a good idea...
Wasn't walked around the truck when I recieved it. Also order a hand truck and didn't recieve that I called Devon the guy who rented the truck to me and he said come pick it up. My fiancé came to pick it up and was given a hard time. Truck needed a oil change the side mirror was cracked and engine was idling pretty high. Overall a bad experience will never step foot in this location I'm almost to the point I won't use uhaul again but I have had better experiences in the past at other locations
Pickup and delivery took an insanely long time and it seemed like people were just waiting around.
There was no line at the front desk so it felt like a Lord of the Flies free for all.
well when I checked in I explained to the worker at the disable desk that I was leaving my car in the blue spot out front and was that ok? he said it was and when I returned I had a 275$ ticket .he could have actually paid attention to what I said and told me it was not ok as it was a wheelchair ramp in the middle of the block\the other lady andrea was very nice and helpful in the evenings and actually did listen to my complaint and gave me someone named Jessica to call to possibly write me a letter to be able to fight this ticket I am very upset about it and would like to be contacted I would appreciate some help with this 415-525-0063
Was very happy with the storage experience at UHAUL Bryant!
Faster service, I had to wait almost 30 minutes to get checked out because they charged me an extra day for being 3 minutes late, when I understood that I had the truck for the day.
Rented a dolly and didn't get one. Service staff on-site less than helpful. Manager though was great.
Check-out process took longer than previous rentals.
Return process was quick and efficient though.
1 - Our original location, and our storage location of choice, was the Bayshore location, but UHaul couldn't honor our reservation there. Please make sure you can honor properly made reservations.
2 - The Bryan Street location has limited capacity for load-in/load-out, both in loading docks and elevator capacity. It makes weekend work take a long time.
3 - We got calls all day asking us why we hadn't pick up the van we reserved, though we had already picked it up. We even got one of those calls after we had returned it!
4 - We were billed an EZ Fuel refill charge of $12 - that's after driving 10 miles. That's excessive.
Overall, the van and the storage facility are excellent. All of the personnel were friendly, helpful and knowledgeable. Improving access to the facility and improving the reservation administration would help.
In terms of what Uhaul could improve, I don't know where to begin. I have never written a complaint like this before in my life but the overwhelming number of problems I experienced the last two times I rented from uhaul have convinced me that not only will I never make that mistake again but will also recommend to everyone I know never to use uhaul. Moving is stressful for everybody to begin with without the nightmare of wrong phone instructions, wrong pickup locations, changing drop off locations, multiple reservation mistakes, trucks with dangerous brake and engine problems, endless waits for lost keys?! These many inconveniences were not specific to any one location but were obviously systemic with uhaul. Any extra cost to use a more professional company which maintains it's fleet in good working order and who's employees actually communicate with each other is money well spent.
Everything went smooth, in and out, desk help, equipment help, and return were all frindly and helpful
Make it more clear that if a customer doesn't use the pads, they will still be charged. The manager took the charge off for me, but he said that it was not a normal practice.
Bryant St location is miserable: nothing was ready on time, truck was locked, no one could find the key, erroneously checked me out and have now charged me 4 times for a month of storage I didn`t use.
Efficient, excellent service and over all great facility
Add lines so that waiting time for initial pick-up be shorter
have rented a vehicle twice here, and it is fast simple and easy.
Quick service, people friendly and knowledgeable. I would use this site again.
Rates were high for One Day Rental but it was worth moving my items.
I have contacted customer service about my rental and never heard back.
Each employee was thorough and professional
Truck I reserved was not there. They called me to confirm the day before but did not tell me the truck I reserved was due to be returned the same morning I needed it but it was not returned. You should not rent a truck that is not there when confirming appointment then When I get there the next day it is not back. When confirming an appointment make sure the truck is there the day before the customer needs it so when they get there it is available.
Rented on Christmas Eve at about 10:30 AM. Was expecting to be able to return by 4 PM (when the location closed), but was stuck in traffic. Called to let a lady at the location know and she said not to worry, that I could return it on 12/26 (closed Christmas). When I went to return today was told I would be charge 3 days. He lowered it to 2, but still makes no sense that I was charged on a day when the truck was not used and you couldn't rent it because you were closed. Would have returned it by 7 PM as it was rented for on 12/24 or on 12/25 but location was closed.
May need bigger or more clear sign for pick up location? Wasn't a big deal, found it soon enough. Also, a Keurig or coffee station would be nice. I wouldn't mind paying for a hot cup of coffee while I wait.
When one rents a 10 foot truck and receives a confirmation of such, but Then arrives to be told I must drive a 14 foot truck, due to my one way rental.....even though I could see a parking lot full of 10 foot trucks, I would not give this experience a high rating, very irritating!
I don`t usually fill out these surveys but I did this time to let you know that Alejandra who helped me was very patient and kind. Thanks for the great help Alejandra.
Probably won't come back again due to the fact that I had cleaned the inside with a broom to d best of my ability and when I dropped it off the aridity de of one of d employees was ignorant saying that he was going to charge me a cleaning fee , which I just found out he did.Its a pity cause I'm a regular customer and will just not use u haul again.
What to improve on: Return phone calls, don't triple bill the shipment cost and then threaten a lien because U-Haul loses the billing information after that, when U-Haul creates a problem (previously mentioned) do not make the customer do your job to fix it, spell my name right especially after I tell you my correct name multiple times, listen, follow through with what you say. HORRIBLE! I will never do business with U-Haul again. There were 2 nice, helpful employees that worked in the warehouse, but the office staff was so horrid, I would not even give 1 star.
better signage as to where to take returns would be helpful
Jessica at the reservation desk was very courteous and even though she was ill, made us feel welcome.
Nothing. Everything was awesome! Especially Amalia!
Did not give me the dolly I ordered. Unsure if the charges were dropped.
People at the desks could be more responsive to customers who have just arrived. I stood there for minutes before one of the women acknowledged me.
The staff was terrific, but the manager, Casey, was a bit gruff. It was too bad because it really changed the whole feeling in the place. The staff was super friendly but seemed "afraid" of Casey. They were much different when he wasn't in earshot than when he was.
The staff was terrific. They were all very pleasant and very very nice. The manager, Casey was a bit gruff and the staff seemed afraid of him.
Person at the counter was very helpful but he was the only one there. But he did a great job!
Please honor location requests! What's the point of giving me options when NEITHER location is what I chose?!
That location had very poor service. The POS employee was cursing and very unprofessional. He did not know anything about the products. I requested a 17 foot truck for the morning but it wasnt there. I will not suggest this place to anyone.
Waited in line for 45 minutes to rent a pickup truck. Only one person was helping customers, and he said it was his first day on the job. He spent twenty minutes with one customer discussing a promotion package deal while ten people were waiting. The people waiting to purchase goods gave up and left.
The worst experience of my life. The truck was gross, the gas line was cut so we were unable to fill up the truck. The location was just as bad. The entire experience was AWFUL. I WANT MY MONEY BACK. CALL ME NOW AT 714-292-7357. I AM LIVID!!!!!!!! LIVID!!!!!!!
Extremely poor integration across locations and u-haul services. Very frustrating experience. Different answers and uncertainty of the safety of my belongings the entire time.
I'm Never using Uhaul again.
There was a bit of a wait (+5 minutes) to pick up the truck, but that was just because several drop-offs can in at the same moment. Didn't do any harm. My only real complaint is that traffic in SF is awful!! But that's not really under your control...
I had arrived at Budget Rental in the morning as I had a reservation. When I arrived they did not have my truck...just shrugged their shoulders and said that another customer had never returned the truck. They said, Oh well! So I came to U-Haul in an emergency situation. Devon was so helpful and understanding. Excellent Customer Service. The folks outside where I picked up and returned the truck were also outstanding! I will never go to Budget again; especially on 7th Street. I will ALWAYS go to U-Haul; especially on Bryant. Thank you...you saved the day!
revamp your policy on one way driving....my trip got canceled and I got charged FULL AMOUNT. this is a crappy policy and I will look into other options for truck rentals next time. ALSO....I originally reserved a truck from the Emeryville CA location. her trucks were stuck in mud, and Uhaul wasn't sending tow truck to help her until Monday. she lost my and I'm sure all the rest of her weekend business. cost me 3 hours of waiting and finally getting redirected to Berkeley Location. worst Uhaul experience ever.
Truck was super dirty. I didn't really care, but since you asked if the equipment was clean...
I was given wrong information about the check out terms and the prorate of last month rent.
Love the new manager, Casey, but generally speaking this location is a cluster eff. Service is poor, wait times are long, and no matter how prepared you try to be (calling to confirm reservation, showing up early, etc.) there are always snags with the process. This time, I had to wait bc there was something wrong with my reservation, when I finally got my truck it was locked and it took forever to find the key (Casey finally had to do it while the guy who was supposed to be helping me loafed around dragging his feet--look buddy, I know you're getting paid by the hour, but I'd like to get my work done and get out of here!), and then my U-box wasn't ready. The guy who gets the U-boxes (Norm?) was really great and attentive though and super helpful. Then when I went to check out, I ran into the same problem as when I checked in and had to wait some more. I hope Casey is able to right this ship, but this location is awful--I'll never rent here again. Each time I have had to get things out of my U-Box, the experience has been the same. What a disaster. $80/month for two+ years and I can't even get decent service.
The Van smelled of smoke and the A/C was broken and the heater was on and could not be turned off which made the trip not very enjoyable. We had to open the windows throughout our +100 mile journey on the highway, which was only fun for about 10 miles. The rating is based on the people we came in contact with, who have been helpful and friendly, and previous experiences with U-Hall.
I really was satified with the hekper I had Jessica very good and helpful at her job. Good customer services.
The gas tank was empty when truck was on the flat, whereas on the slope when checked out it was 1/8th full. Had to go to the gas station asap when started to drive.
Needed more staff to check people in and get trucks.
We arrived a few minutes late for the return of the cargo van, due to heavy traffic in downtown San Francisco, and there was NO exterior box for returning the keys. We spent a half hour before one
of the employees finally agreed to take the keys AFTER a lot of begging on our part. THIS SITE SHOULD BE REQUIRED TO HAVE A KEY RETURN
It was my first time driving a U Haul and the employees were very helpful on assisting me operating the vehicle.
Was raining. Would be nice to have a covered area to do the walk through and pickup
On the phone, the woman that made the reservation told me it would cost 19.95. Then when I picked up the van, it was more epensive due to milage and other fees.
I think this is unfair, and you should tell it from the start.
Otherwise, very good rental.
Awful service. Contact me if you want to learn why
I received excellent customer service; speedy, courteous, forthright and helpful. The staff deserve a raise and you should do something to get rid of the new tire smell in the store!
The two African American women who greeted me at the counter were pleasant, professional and very friendly. I apologize I do not remember their names, but they made a good first impression. The company should thank them, along with the kind and professional African American gentleman who helped me with the truck.
front desk was nice & helpful. But then I went outside to get a truck & have to hunt someone down to get me rental, who then takes 25 min to even bring the truck rental. Since we are on a time limit, i believe it should not take that long to get the rental.
Jessica the manager was always very helpful! She made the process very easy and she has a great attitude.
Not staffed enough. Slow service everywhere, people were friendly but didn't seem well informed or connected on what was going on. Took forever to get the truck then was given a truck with a flat tire. I was supposed to have a 1 way truck but ended up having to do a round trip because the first truck had a flat.
I didn't choose any coverage plan, but I paid for that $10.
Jessica really put in a personal touch
Jessica was incredible! She was very welcoming, informative and made getting a storage unit a piece of cake. You should give her a raise!!
I wrote a review, but it was more than 200 characters, and this form doesn`t tell me how many characters I have used, so fuck it, you don`t get my feedback, and your rating just dropped to average.
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.
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,
Helpful and efficient staff
Lots of illusions of security cameras, check-in cards, etc. but plenty of unsavory types milling about the building. Also the place smells funny.
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.
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.
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.
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.
Joseph and his staff were extremely helpful. They made moving a pleasant experience!
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.
not enough parking space for uhaul trailers
very functional for loading
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
There is a gaping systemic problem of communication and electronic processing that I`m not going to waste any more of my life on.
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.