Customer Reviews for U-Haul Moving & Storage of Ontario
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 Ontario
It seemed harder to check the trailer in and get the storage room than to rent the trailer in the first place.
Quick in and out. Right equipment and everything worked as expected.
Staff was a little rude, while talking to the associate, another guy asked him a question and mid-sentance, the guy just walked away from me. I understand the other guy had a question but this not customer service. I felt I was rushed out. I wanted to purchase straps and other supplies, but there was no upsale offered and I was ready to spend. Don't close a sale, open a relationship.
The staff was very friendly and helpful.
Had a problem with the truck itself I know it's not the staffs issue but the truck had a rear rolling door that stuck opening and closing. The air conditioner was not working well either. It would start cold then heat up and when you turned the truck off it would start back cold but soon start blowing warm. When I brought it back after using it all day the person checking me in asked me how the truck was and I told him the issues and he checked the door an said yep it's sticking and never addressed the air condirion so I rented truck and drive all through town in 100 deg heat and the air not working and I didn't get at least an avknowledge or I'm sorry
have gas gages reclaberiated the gage was off
do not give the customers the run around & also train the employees correctly. i just had an terrible experience in which an employee tired to charge my wife's debt card an extra $86 but luckly the payment did not go through also the rep did not give my husband a receipt. after calling numerous times, my wife spoke to the general manager who fixed the situration and instead we refund an refund. the general manger was very nice.
Make sure your customer service people get the order's correct
Offer less expensive one- way rental rate
I showed up to rent a trailer and the connections were never made, only the running lights worked after trouble shooting for more than an hour. I had to rent truck to make it work and incurred extra cost because of it. Nice of employs to try but was accomplished.
Grant was as always great to us. Thank you. What ever happened to the frequent customer appreciation discount that U-Haul used to provide customers? Bring it back! Just a thought.
I reserved a 24' and was given a 17' at pick up because apparently your associate over booked. I was not given any notice of the changes until I arrived at the location and all they did was apologize. Monique at the call center hung up the phone on me and was very rude. Worst Service!!!!!
I had a phone conversation with a female representative for Chino CA, Saturday July 18 around 12.05, and she was very helpful. I would give her 5 out of 5 stars. I regret I cannot remember her name. But she was very helpful and will be responsible for me choosing Uhaul again.
The vehicle was picked up on Tuesday, 7/15/14 from Denver, CO to be dropped off on Thursday, 7/17/14 (3 days). I was told I had to be charged until Sunday, 7/20/14. This was a surprise to me and I don't understand why I was charged for three extra days when I turned the vehicle in on Thursday. Can someone help me understand? Thanks.
The only issue we had was when we went to pick up the trailer the young man didn't seem very knowledgeable about how to hook it up. My husband had to help.
Everything was excellent, customer service was great. I will definitely be back if I need a truck again, thanks.
Please be more specific about details of contract. I was told about the agreed price/gal for refueling but somehow the service fee ($30) to do it was omitted from the conversation. I know now that us in the contract, but it would also be nice to bring it up.
We we're givin options about about drop off locations but never told about the possibility of the locations not accepting drop offs due to capacity issues!!!! We had to drive around & around try 4 different locations (2 hours out our time) to be able to dirk off the truck! Huge disappointment! For paying all the extra money for a one way rental!
First of the price I was charged for the rental was $10.00 over the price advertised online. Secondly, the truck ran horribly. I thought the transmission was going to go out on me on the way back to the U-Haul location. Finally, I did not appreciate the utility dolly and blankets sitting in the truck as a pay for use option. I did not need these items and they took up valuable space in the truck. I pay for truck space to put my items in, not to have options I won't use or need.
Efficient, clean, great experience.
Everything was great. Loved the return check in. The guy was outstanding!
They need some more organization for drop off and pick up and storage rentL there was not enough help and people could not wait to be checked out so they left keys and contracts on counter.
Grant Peeters is the person that helped check me in, in the morning. He was very professional, highly knowledgeable, and very friendly. I definitely liked working with him.
Gabriel is the person that took the rental back when I was finished. He was also very friendly, very professional, I would definitely do business with him again.
Customers service need to be improved. Eguipment need to be maintained.
Great service, everything was ready for pickup and quick return.
Arrived at 7am, one guy working counter (manager) 2 customers in front of me and I did not get out of office for 53 min. And I had a reservation. (What do u think).
Be sure rental is available at original location. If not, take off or reduce mileage charge! Also was told there was not original agreed size, but it was there w/no gas. For times sake had to take a smaller rental which required 2 trips. All could have been avoided if original location had lived up to agreement. No one seemed to care that I was having to drive further. I would not recommend Uhaul to anyone after this experience.
Used this location twice now. Excellent service! Will most definitely use again and recommend!
Service was great and was in and out like (snap) that. Very good workers all helpful, and knowledgeable of their work. Will come here my next visit
Perform Maintenance Service on your vehicles. The truck had "NO ENGINE OIL"!! It ran horrible the check engine light came on. We added oil and prayed that we make it back safely!
I reserved a 14 ft truck a week in advance for pick up at the AZUSA AVE (CA) location @ 9AM on Sunday 6-29. I received my confirm #. Went on the day/time to get my truck only to be told there was NO truck available. After more than 15 minutes of the U-Haul worker looking for a truck for me, I was told the closest truck would be avail @ 1pm and would be a 60 mile round trip (out of the way)! I asked to speak to a Manager, was told there was not one on Sunday. I asked to be compensated for my mileage and time going so far away to get a truck that was confirmed for THAT LOCATION at THAT TIME. The U-Haul person who helped me (Jereamy) told me "unfortunately, we can not compensate you" I almost started crying. I needed to be out of my house and my storage unit by 1pm that day. My only recourse was to accept the 60 mile round trip to get the other truck in Ontario, CA. By the time I drove my car (at my own gas expense) to Ontario to get the truck and get back to the Azusa area to pack my storage and things from my home, it was almost a 3 hour delay. Thankfully, the storage people were kind enough to allow the lateness.
The staff was exceptional. Truck ran excellent. Thanks for the easy access to your staff and use of your property.
I would like to thank the guys at the Ontario store for making my family reunion easy. When I showed up to drop the truck off, the guys had me in an out like a NASCAR pit crew and called the taxi to have me dropped at the airport. YOU GUYS ROCK!!!
My husband and I were very pleased with the quick service we received. The truck was in great condition.
before when you rented a truck you would have 24 hrs. to move. Now you only get 6 hrs. That made tyhings very difficult. next time I will go somewhere else.
About employees, some are friendly and some others not so, even disrespectful in some way.
Nothing keep up the good work.
The customer service was outstanding! My husband left his MacBook in the truck and they called us to pick it up. Everything went great! This is the 3rd time that I used this location I would recommend it to anyone! Awesome service!
Super fast, super friendly! Thanks guys. :)
Employee was very helpful and courteous. It was a pleasure doing business with them.
The whole experience was just fine and I'd would recommend U-Haul to anyone. Good job.
All the employees were very customer oriented! They all tried to help you get in and out in a timely fashion. Thank you :)
Peeter was very polite and helpful thank u
WELL TRAINED RESPECTFUL EMPLOYEES. MY ONLINE RESERVED PICK-UP TIME WAS SMOOTH AS YOU PLEASE. PRICE WAS EXCELLENT.........I LIKE YOU GUYS!
Everyone was very helpful and friendly. A pleasure to do business with you.
Overall; quick and efficient service. The truck was great as well
would use them again, when needed
Manager Grant Peeters went out of his way to solve a minor problem. Top man!
I have rented from this Uhaul center for over six months.. The staff is friendly and helpful every time I come in... Would recommend this center to all
Personnell was not really friendly/helpful....maybe it was just an off day
The manager was very helpful
The staff was helpful in getting me the equipment quickly and then in calling a cab so that we could go to the airport.
Grant Peters was very accomodating and helpful
One tire was low on air when I loaded my vehicle. Had to put air in it every day. Told them when I returned it.
My move was nerve wracking and I thought renting a U-Haul was complicated but it was just the opposite. I was in and out.
I was OVER charged by $ 97.00. Saying I needed gas, and charging fee, and over charging for blanket rental. I feel it was blatant,... not a mistake. I had to take time out of my schedule to go straighten it out. I want to deal with professional and trustworthy companies,.. not this one!!
This place lied to me. When I asked about returning the vehicle a day earlier and receiving credit for one day, I was told "not problem." This has not happened, and I plan to address this in the graduate course in Management and Ethics at the UC Campuses -- That this is but one of many as to why U-Haul is a company to be avoided. You people are definitely simply greedy, and unethical, and I will let the leaders of other 500 Fortune companies that take my course, know it. You will go to the top of the 5 Worst Companies which will be explained to all of these top leaders taking this specialized course.
Dr. Ray Jones
I originally went to another U-Haul location in Rancho Cucamonga but sent to this one because the U-Haul representitive that took my information over the phone made the wrong reservation date and gave me incorrect information on the vehicle I needed which the location does not have. So by default I ended up at the Ontario location, the customer service there was good however, the van I used was filthy inside and out. I will definitley think twice about using U-Haul next time the inconvenience and confusion was frustrating.
This is the 3rd time we have rented a 24 ft truck. To be honest, the service is good but your trucks do not feel safe at all (at least the 24ft ones I have rented). Today our truck wouldnt start causing us to miss our appt. You really need some new trucks.
Everyone was very friendly and helpful, I felt very comfortable
Try to get faster check in time
Truck was not available at this location. Had to go several miles away to ontario to pick-up truck. Should be getting $50 credit but nothing yet.
I forget their names but they were awesome. Extremely quick and professional. I highly recommend.
Storage Access Hours should stay open 1 hr later.
Very quick and helpful with any questions. Even allowed me to extend the time to turn in the truck by explaining the drop box after hours
Initial clerk that issued the keys and Truck gave wrong info about elgible 1 way Truck rental.
very help full people and great service. Thanks again.
It was a nice experience Polite and respectful staff. Would definitely come back.
Service was prompt and friendly. Couldn't ask for more, especially when we were in a time crunch.
The company should work hard in improving locations lack of 20' and larger shortages. It is frustrating when one cannot rent the size the renter intended.
It's not right to be charged full price of truck when I had to have it back in 12hrs instead of a full day.
The hours at the Ontario location are really good, opening up at 7AM on Saturdays.
no big outdoor units with roll up doors.
Great fast easy service. Thank You!
Without a dought this was the BEST truck rental experience I have ever had. Very polite, professional and prompt. Between the hours, inventory and service I can't see going anywhere else in the future.
Everything was good, in some cases excellent.
Service was great. Both checking the vehicle out and in was easy. No issues.
When I showed up, the truck I had reserved had been siphoned the night before. The agent that was helping me put 2 gallons of gas into the truck from gas cans they had on site. But that didn't do it. So he told me he was going to race to the gas station and get 2 more gallons then take the truck to the gas station to get it up to 1/4 tank. I told him I was in a hurry and to just get the truck started and I would waive the 1/4 tank. So he got the 2 gallons, got the truck started, and instead of accepting my offer, gave me an $80.00 credit off my rental and got me on my way. He made the absolute best out of a poor situation. His customer service helped save my day that was already off to a bad start. Well done. Damn, I wish I could remember his name!!
VERY SLOW!!!!! Only one counterman and 4 customers waiting!!!!! YARDMAN MOVED VERY SLOW. He looked like he didn't like being there. I rent here all the time. THIS WAS THE WORST EXPERIENCE!!!!!!
This is a great U-Haul! Don't change anything!
Got right on the truck checked it in !!
The guys were very friendly.
my time waiting in line was fairly short. all employees were helpful in getting me on my way as fast as possible.
Increase staffing. Upon return, I had to wait over 20 minutes to begin check out and there were many other people waiting for services besides myself. Only 2 staff personnel on site at this very busy location.
The customer service is outstanding from the time you get your vehicle to the time you leave. Thank you again UHAUL Team
Having used this location many times I will continue due to availability of equipment as well as the professional customer service displayed by your employees.will continue to use and refer to my friends.
GREAT EXPERIENCE OVERALL. MADE THE MOVE EASY ON ME AND MY FAMILY
Quick, efficient service. Especially on return. Probably the fastest I've ever experienced. Will tell my friends to use this location.
The vehicle provided was not road worthy. the truch advertises gentle ride, the suspension was so bad it broke personal items. rolled down the driver window and it would not return up. Not fun on freeway.
Horrible expierence and I rent U-haul 1-2 each year.
I liked the experience. But the equipment wasn't clean. And I rented two days in a row. It would be nice if you had coupons or deals. It would give me an incentive to return more frequently. The staff was accommodating and very nice.
I have used Uhaul a number of times through the years and Kyle was the most helpful Uhaul associate I have ever encountered. He actually disconnected the car tow dolly security chains and straps for me. All I had to do was back my car off of the dolly. That is the first time I have received that level of customer service when turning in equipment. The inside associates were fantastic too.
If they can make the customer waiting on the line shorter, it will be perfect.
Truck pick up and return were fine, it was the customer service after im upset with! I called and asked if they would check for my credit card in truck, and 20 min. later no call back, so i called again...3 hours later still no call back, I had to call a 3rd time, and was asked to hold while they checked.
To expensive 100% misleading advertising.
19.99 Bulls shit I rented brought back full on gas and before the cut off time and it was $75 with other charges miles, insurance and some other fee. Obviously its a fish and hook scam. CORRECT THE PRICE TO $75 for a 10 footer.
over all every thing was fine . I just think if the client doesn't request a hand truck or pads they shouldn't be placed in the truck being that it takes away space of putting things in there they are located .
It took along time to pick up my trailor as there was only one worker at the counter. Also when I went to drop it off I had to get down to make someone aware that I was out there and waiting to drop off or I would have been sitting there waiting forever...
Tell them that the first month of storage is free if they rented a UHaul in the last two years. I had to ask.
reservation was not handled well by another location, but this location went out of their way to make things right.
the service tech was good and listened to my complaints and corrected the problems .I will be doing business with you in the near future..thank you U Haul
Contact profession and friendly.
Excellent service, and will rent there again.
More front counter people.Wait time excessive. Only one person at counter on both my visits.
Grant was very helpful and knowledgeable.
I'll be back. Great people , great service!!
I rented and returned a utility dolly on the same day. When I returned the dolly, a representative was helping another customer and asked to take my last name and check in the dolly as soon as he finished the customer he was currently helping. I thought that was great initiative and gave him my name and left.
Two days later I receive a call from corporate asking when I was going to return said dolly. I then proceeded to call the location and have them clarify the mix up, at which point I was still not upset.
The representative at the location said he could not help me and transferred me to corporate. After being on the phone with corporate for 30 min, corporate said they could not help me and recommended I call the location.
At this point I was extremely upset, I had to drive to the location before work, speak with a rude representative who stated "that it wasn't a big deal" and get everything cleared up.
Complete incompetence from multiple team members and lack of operational control of this location if you ask me.
I will never be using Uhaul again.
We ordered boxes online and I returned the unused boxes to this location. They did not know how to refund the money since the boxes were not purchased at their store. I was there for ONE HOUR and TWENTY MINUTES as they tried one thing after another to get the computer to accept the return. After the second try they should have handed me the money and let me walk away. (I had the boxes and the receipt that came with them showing that I had paid.) Instead they suggested that I needed to come back with my internet confirmation, or that I should come back on Monday when they could call the helpline, or that they would hold the boxes and credit me at some future time. I shouldn't have to go through that to return boxes. Getting your system to work is not my problem. The staff was frustrated and trying to be helpful but obviously not trained properly.
Worked directly with the general manager, Grant Peeters, who was helpful and accommodating.
Have more variety of options and prices for elderly. And disabled .
left location with 1/3 tank of gas, returned vehicle with 1/2 tank of gas. i asked for a simple credit of $15.00 or 3 gal of fuel. was told to fly a kite, was a benefit of uhaul for the next customer. but if lower than 1/3 of fuel you would sure charge me $30.0 plus $5.50 a gal to refuel. $1.00 a mile total bill $187.00.$15.00 credit you people are unbelieveable
From online check in to truck rental return, all went well. Pleasant, profession staff.
Nothing. Everything was fine. The truck was clean. especially the cab. easy in and easy out. Checkout was fast.
It was the best experience I very ever had
your office was the best out of 5 other that ive had to used, custmoer service was the best
your store was the best out of 5 other that ive been to customer services was the best
Waited in line for over forty minutes to get my storage! No cart upstairs and was told by your employee that he would get one, but as soon as he left I never saw him again.. Parking was pathetic.
The staff did a great job at helping us.
They were very nice, helpful and courteous. I truly enjoyed their professional and welcoming attitude. Would highly recommend this location
We had a water leakage and our things ended up wet and had mold growing on it. Fortunately, the manager was helpful in getting us information to file for an insurance claim.
Weekday hours are very convenient but their weekends hours should be more available because those are the days people choose to move in or out more often. Other than that it was all great.
Staff was very helpful, understanding accommodating.
Great People, Great Place
I would not recommend this site because no one ever answered the phone, always had them forwarded. Could never speak with anyone on site
Staff was friendly and helpful in estimating the size of storage needed. Would be helpful if there was lighting in the larger units.
I had a problem with my access card and it was promptly corrected.
Joseph and Alan were incredibly helpful, and went out of their way to help us in our move and portrayed exceptional professionalism and courtesy.
They made it so easy to move our items into the storage unit. We really enjoyed everything about it. Thank you
They seemed unsure about a lot of questions I had, but were able to quickly call someone and figure it out. Overall great service
Wonderful Management! Store clean and well stocked.
Customer service was helpful and considerate. Move in was quick and convenient.
We had an excellent experience and are grateful to the manager for all of his help.
We had an excellent experience and are grateful to the manager for all of his help.
I HAVE USED THIS FACILITY BEFORE AND WAS VERY HAPPY AND HAVE REFERRED OTHERS TO USE WHEN NEEDED HIGHLY APPRECIATE YOUR SERVICE AND BUSINESS:::
Very friendly and helpful employees
with the growing number of people who received your email on there cell phone I would recommend you don`t send notifications at 245 in the morning
VERY NICE, BUT STAFF NEEDS TO COMMUNICATE BETTER WITH MANAGER
Employees were nice enough but did not have a clue what thy were doing. Please feel free to contact me for specifics, I have already sent an email regarding the issues I had. Kgusman10@gmail.com
We had our storage unit almost a year in Ontario,Ca on Holt. Alan was great, very friendly and seems like he runs a tight ship.
ALEX is the reason I will bring my business back!! Thanks Alex!!
need better access to top storage
The unit was infested with giant roaches and mold and mildew, my things are ruined.
u need an elevator access for us older people I was mislead in when I made reservation that I would have a space downstairs it was 2 small lockers
2nd floor entrance to rooms there is a beam that one has to duck in order to get to the rooms. i find it an inconvenience dangerous especially when moving large furniture.
ALL OF THE STAFF WAS VERY HELPFUL AND COURTEOUS.
This facility was excellent till i was cleaning out. My explination will be in an email, was too long for box. i guess the employees only focus when the manager is around.
Great experience with Uhaul! Very GOOD customer service!!! : Thank u for making our long move a smooth experience!
the guy the help me out i forgot his name but he had a mohoak tall he was really helpfull and made it easy and stressless thanks alot.
an employee Frankie i belive his name is , was so helpful with my storage needs, any questions i had he had an answer that fast, very friendly and understanding of people needs. Thanks Frakie
the guy helping me out was VERY down to earth and explained to me any question that i had,
My only complaint is the exceedingly long wait time in line at the desk...most of the time.
GREAT STAFF, very helpfull
the manager alan stroik and staff were outstanding in assisting me with everything i needed for my storage needs! thank you so much! ceejay
Excellent storage facilities. No DUST,NO BUGS,NO RODENTS.My belonging were very secured for a year and a half,which made me feel secure.Thank you,Alan,Robert and the rest of the crew.
I had a very unpleasant experience. My delivery scheduled for Friday,never arrived. I was on hold for over 70min and the day it was finally delivered, it was late again with no call.
The problem there was the low ceiling entry into my area. Bumped my head twice over the time I stored my stuff there--the first bump was concusive so feel that is something that should be amended!
When I rented the truck, the fuel was only 1/4 full. I had expected the truck to be fully fueled.
I was very pleased with the service I received. Alan and the other staff were very helpful and courteous. :-
This facility was well maintained and all the staff was very helpful and showed concern for my needs.
The staff at your Ontario Holt Ave facility were very helpful. The Manager, Alan was Awesome!
The information I received about free storage was misrepresented, only allowing one of the smallest second story storage spaces available for me to rent.I did not appreciate the service.
Everything was great, except the wait to to check in to access the unit. The counter always seemed to need more people. Thank you!
I received excellent service from Robert form beginning to end
Very nice people working at this facility.
Customer serive at this location is very poor and they do not give out accurate information.
VERY HELPFUL AND FRIENDLY SERVICE
I have had my storage unit for over 5 years and have been very happy with the service provided by the staff and management.