Rented on a Sunday morning. Returned vehicle before 5:00, the location's posted closing time at Arcadia Self-Storage in Arcadia, CA. When I arrived, approximately 4:50pm, the facility was closed and locked. No one was present at all. The main lot, which contained my personal vehicle, was closed and locked, preventing me from retrieving my car. After calling U-Haul's toll-free number and speaking with a couple of individuals, it was agreed that I take the rented vehicle home, leaving my car locked away in the self-storage lot. I took a half-day off work to return Monday morning so I could drop off the rental and get my car. The woman knew about the incident from a voicemail left by one of the people I spoke with the previous day. She lied to me, saying the surveillance footage showed "she" (don't know who "she is) closed the gate and left right at 5:00, which is nonsense since I was there before 5:00 and "she" was already gone. They went ahead and charged me for the rental anyway. What a crock.
Andy S
Customer Reviews for Arcadia Self Storage
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
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.
The truck had graffiti on its side. The brakes were not great, even when the truck was empty. The steering was a little loose, at highway speeds it would drift too much, and the steering wheel was missing chunks. This truck could use some work.
Jose LDiana was awesome! She got me in and out of there in about 5 minutes.
ANDREW LAshlee was awesome and her customer service was excellent.
Ash Sgood
Honglei ZTell the customer BEFORE THEY LEAVE that you will send them a link that requires them to indicate mileage and truck condition BEFORE they leave. No one told us and we didn't receive the text until after we go home. Don't say customer returned vehicle at 3pm and charge them a 3rd day when they brought the vehicle back at 2 pm per GPS history. Tell the customer that you will charge them when you give them dolly. I was told over phone these would be provided but no one said there was a charge associated with it PER DAY. Last but not least, not sure why I had a $45 coverage fee on my final bill as I'm certain I didn't ask for that and no one told me about that. This kind of stuff and so much of it makes you feel like you're being robbed.
ROBERT CProcess was very quick! Thank you!
Lauren Vstaff was kind and real nice !! great bussness
cameron dWell done professional service
Yolanda DThe staff was friendly and helpful. Overall it was a good experience. Our only grievance is we picked up the truck with less than a quarter of a tank. We only put a handful of miles on it and had to fill the tank to make our way back to drop off. Uhaul shouldn’t release trucks with less than 1/2 tank. It’s inconvenient to get fuel before you even know how much you’ll need especially since we aren’t reimbursed for overfilling the tank.
Cynthia WHave the truck clean inside and out. There was mud and dirt on the outside. Inside looked like it hadn’t been cleaned in months. Was hard to see out of the windshield it was so dirty and had no washer fluid. I have pictures of all of these issues. Should have been given a discount.
Yvonne WThe computer system was down for 10 minutes. They were unable to complete the paperwork until the internet was restored. Once done it went fine
Kimberly NThe mobile app takes longer than speaking to human. I wonder who the app helps. It wasn't more convenient for me.
Michael KNo improvements. Ashley at the Arcadia/Huntington location is an excellent manager. She explains clearly what the rates are, is always available in the office and on the phone. If there is a chance for a promotion, she deserves it!
Nola LNatalie and the worker we returned the truck to the following morning were very helpful and understanding of our needs and answered all of our questions.
Mark CNo improvements. My experience exceeded my expectations. The van was clean, in excellent working order and the seats were very comfortable. It was perfect for my needs. The Arcadia location and parking lot are well kept and safe. And Ashley was efficient and very pleasant. All in all a wonderful experience!
Nola LThe location that I used is not open for 24hrs. which I expected to do self check-in and check-out. I am very disappointed that it's open only from 9 - 6 (return by 5:30 on Sun.) The staff came right before 9, so my actual rent started after 9:00. I wish it is run 24hrs. It is not very convenient.
Aya PExcellent customer service person (sorry, I’ve forgotten her name) made the whole process easy and efficient. I will definitely use U-Haul again.
Susan LVery convenient
Gloria SThe van was filthy. There was discarded garbage, dog hair and dog urine in the interior. The van also had a filthy windshield as well. This was by far the nastiest experience I have ever had with a U-Haul truck. I will never rent from here again and I hope to be refunded for the fee. The desk agent was accommodating and mentioned she was sorry and would be seeking restitution for me as well. Lastly, I submitted pictures and documented the smell prior to driving off. We were pressed for time so we sprayed it down as best we could but it needs to be thoroughly sanitized.
Jason MI rented a Uhaul truck for a local pick-up, which supposed to take couple of hours. Got malfunction warning on the truck , pulled over and tire seemed flat. Called for help and was asked to leave message. Did so over 7 times after being left on hold for as long as 17 minutes. Waited 2:27 minutes in the smoldering heat on the side of the I-10 freeway with no one arriving, until I called my own AAA, which arrived shortly. The wheels of the truck were about to come loose, holding nuts were all loose and about to fall off. Other tires has the same issue and one of the tires had missing or broken off wheel nuts. Also the tires were in pity conditions and threads worn out. In the meantime we missed picking up our merchandise, and due to this delay, by the time we arrived after fixing the tire, stores were closed. We paid over$150 in rental for nothing and were left stranded on the road in over 100 degree smoldering sun waiting for UHaul service that never came, all due to cheer negligence of UHaul. It was a disaster waiting to happen, but we were saved by a miracle. This truck should not be on the road, much less rented, and should be pulled out of the inventory and fixed by a competent mechanic. What a shame!
GEORGE KGreat pick up drop off but I’m he car was dirty especially windows but a great Cargo van!
Laura MThe staff is very friendly, polite.and professional,
Eddy SThe van cargo wasn’t clean from outside.
Angel RGood location with helpful staff and easy access. The rental vehicle was completely filthy when I got it (food, sticky residue, used band-aids) -- honestly, the dirtiest I've ever seen a moving vehicle. Also, the rear door was closed fully, but the van kept giving a beeping warning that it was open -- a bit annoying and not a great sign regarding vehicle maintenance.
Zachary LNo one was there. It was a pull in and drop off your truck using the key box.
James GThe U-Haul staff member was very kind and helpful! Would love to work with her again!
Saki TEasy Peasy
John CI was told I needed additional verification after I had already gave my credit information and made the reservation. This caused undue delays during my check in process, taking my nearly half an hour to complete what was intended to be a quick and seemless pickup. Had I known extra verification would have been required upon arrival I would have came aptly prepared with such requested documents (since most people won’t think to bring a passport with them just to pick up a U-haul.) and not had to stand there figuring out which contacts I had were even available and willing to take a random phone call just to verify that I am me.
Conner CExcellent service all around! Thank you!
Joe VOnline check in was still a process that took time. Perhaps also having a sign or something to notated those that gave online check in can skip the line to get their keys.
Joy WIt was perfect
christine lExcellent service. Highly recommended!!!
Rhiannon VEasy transaction and friendly staff
Richard REasy in and out process
Robert DThe lady who helped me was very helpful.
Carol PThe van was a little dirty with dried mud on the floor area on both driver and passenger.
Luis AI like and appreciate the convenience of your car rental service provided by your company. I will recommend it to my friends, and I sincerely hope that U-haul car rental company will be better and better! Business is booming!
Wei ZI was helped with a friendly and courteous employee. Thank You sooo much. That will be my go to u haul from now on. 👏
Donna CThey gave me some bs story about the gas when I returned it and charged me extra even though I know how much gas was in it and checked after I fueled it
Rebecca MEmployee said to just drop off keys and she would check my truck in later. She never did and then closed the office 3 hours early resulting in me having to frantically call uhaul numerous times to make sure I wouldn’t be charged additional days. Employee did not do her job!
CARRIE BIt is very simple and fast to handle all procedures, and the service attitude is very good, I am very grateful to U-haul
Wei ZArrived for 9:00 am pick-up time. Employee didn't show up to open the gate until 9:03. I took the 15' truck at 9:20 am. Returned it at 11:30 am. Woman (sole employee) was not able to inspect truck . . . "just leave it in the lot and I'll check it in later and confirm by e-mail." Reality: Got a phone call at 5:15 pm from U-Haul Call Center 626-859-4508 -- why was the truck not returned? I was not happy and I hope the call was recorded, because this is no way to run a business. I asked it the location staff sweeps the lot at night to even see what is there??? He had no idea because there had not been any communication with the lot! He wanted me to call the location -- told him not my job. They only had about 8-10 trucks when I was there so not rocket science to walk the line. I have had good luck with other locations, but the Arcadia store is the worst experience I have ever had in 30+ years of renting vehicles. I expect a response to confirm that the employee failed to do her most basic job of a return, the truck is indeed in the same condition as rented -- luckily I took 4-side pictures upon return -- and that the ticket was closed out with no further costs to me. Total miles driven: 22; so final bill should be about $93.
Richard PThe girl who works here, she is so kind, patient and extremely helpful. I would definitely recommend this location to everyone!
Brittany OThe whole experience was simple and quick. Perfect for a busy day. Very convenient!
Randy SThe location is convenient and the check in process satisfactory. This is the 1st time the truck was not pulled up for me and a joint inspection conducted.
John BGive it a wipe down
Clark MThe Carrollton location should have made sure the truck was in good working order. The problems did not manifest themselves until I was already fully loaded and on the road, so I could not swap this truck for another one. The deficient truck is TT4957K, now in Arcadia CA
CHRISTOPHER C