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Douglas M
Customer Reviews for Custom Bunk Beds
(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.
These questions do not cover the experience appropriately. I was redirected from my original location of pick up...by about 2 hours round trip. I reserved a truck a month in advance. You would think the Uhaul organization could arrange a reservation in that amount of time. Apparently not so. THEN, I had to rent a trailer as well unexpectedly. The original process was wonderful. But, when I arrived at the San Rafael, Ca location, they told me my ultimate destination did not take trailer returns, and that is was up to me to find a Uhaul place to drop it off! They couldn't even tell me the nearest option....just that it was up to me to research!!! This is completely unacceptable to me. Uhaul is an organization I've used for almost 40 years!! This is outrageous that you are putting the consumer in this position of problem solving that should be up to the Uhaul employees as part of the service. So. I did my duty and called to find my place of return, and in a round about way, went through 6 different transfers on the phone.... eventually Philadelphia finally helped connect me to the right place!! PHILADELPHIA?!?!? I'M IN CALIFORNIA!! WHAT THE F***???? You people need to be more helpful. PERIOD. Stop using automated answering and be real. Be accessible. Allow us to call an individual branch and NOT be redirected to a broader source!!! PLEASE. MOVNG IS STRESSFUL ENOUGH!! Lastly. Unfortunately, the last 4 times I have had to use Uhaul, I was met with an extreme amount of incompetence. From confused desk employees to unavailable equipment (after I was able to reserve it.) Please reorganize yourselves so you can be a better, more accountable service.
Brandon FI had a reservation for a 15-foot truck that was made weeks in advance. When I arrived to pick up the truck, the older lady working there told me they did not have any 15-foot trucks available, despite my confirmed reservation. Rather than attempting to help or find a solution, she simply insisted that no trucks were available. Since I knew my reservation had been made well in advance, I contacted U-Haul Customer Service directly. Customer Service confirmed that a 15-foot truck should be available and contacted the location. After they intervened, the truck that was supposedly unavailable was suddenly provided to me. This experience was extremely frustrating and unnecessary. Customers should not have to call Customer Service to receive equipment they properly reserved weeks ahead of time. The lack of professionalism and poor customer service made what should have been a simple pickup process much more difficult than it needed to be. I rent trucks regularly, and customer service matters. Based on this experience, I will be taking my business elsewhere.
Latasha DThe worst rental experience I have ever had. I had a reservation for a 20-foot truck that was created on May 24. When I arrived on May 30 to pick up the truck, the older lady working there told me they did not have any available. I explained that the reservation had been made through U-Haul Customer Service and that I was specifically told a 20-foot truck would be available on May 30. Her response was completely unprofessional. She said, "Okay, let me pull it out of my ass," while making a gesture as if she were pulling something out of her backside. I was shocked by her rude and disrespectful behavior. To make matters worse, when I returned the truck, I had already cleaned it before turning it in. Despite this, she charged me a $20 cleaning fee. When I questioned the charge, she showed me photos that were clearly not of the truck I rented and refused to refund my money. Between the rude customer service, inappropriate comments, and unjustified charges, this was the worst experience I have ever had with U-Haul. I will never rent from U-Haul again. There are too many other truck rental companies that value their customers and treat them with respect..
Rhonda DGreat experience with friendly staff. Will be using again!
Rhiannon DThe lady that runs a place Nam is fantastic. She goes out of her way so far to make things happen and I have to use trucks all the time she’s wonderful and I’m grateful thankful for her. I would recommend going here more than any place I’ve seen she always has what you need.
Roger CFast and professional services.!I came in a bit early and was helped by a woman who made things very fast smooth and easy.. I was out of there in under 5 minutes.. thanks.. I was in a serious hurry..
Maurice SIt would be nice if the hours were 7 am to 1 pm rather than 10 am to 1 pm.
DEBORAH HI love renting from here, it’s family owned by the most amazing folks. Rentals are always clean with updated trucks and the best prices around. Give them a try if you need a rental.
Tryphena JEverything went well, the customer service was outstanding from beginning to end, the location is very clean and access is awesome. I will definitely will do business with them again.
Julio MAfter having my card on file and charging it twice , they have sent collection email for small balance
Michael SIn large the parking lot
Shawn MThe truck we rented had some minor issues. 1. the rubber on the driver door is falling out. 2. also there is a noise coming from under neath of the vehicle.
WILLIAM SVery friendly people
LATERRA Gthis lady has it all !!
Roger CLove it
Joaquin MI only received one dolly instead of 2. Would like to ensure there’s a refund in place for that. Outside of that our experience was fine. The only issue was the U-Haul app with the return. Had to keep uploading photos due to their system issues.
Alexandra KI’ve been a customer here for quite some time, and the experience has consistently been outstanding. The staff is not only professional but also genuinely friendly and welcoming, which makes every visit enjoyable. The level of customer service truly stands out; it’s clear they take pride in what they do. I can’t imagine going anywhere else.
SHANNON SVery nice, very organized.
LAUREN LInside parking would be nice so I didn’t have to leave my car in the street
LUIS CThe drop off was so smooth and the gentleman who helped us was professional and very friendly. After the epic move it was nice to have it all wrapped up so easily. Thank you
Judith GVery smooth process! Thank you! Friendly staff!! Very helpful!
Richard KI was very pleased with the service and my request; my request for a Dolly, was given to complete my moving task for that Saturday. Thank You Again for making it very stress-free :) Definitely will be back.
BARBARA CGreat reliable customer service with a lot of U-Haul rentals to choose from with this location which has been around a very long time. My "go to" U-Haul place. I found the web site a bit frustrating to get the information I needed. So, I walked into the Antioch office on Willow Ave. They were very helpful, got all my questions answered and the information I needed. The Internet is great but sometimes, face to face is better.
ELIZABETH WEverything was great. Thanks.
MAURICE JThe vehicle kept slipping out of gear when driving and it got so bad that we eventually needed to get it towed. The location I used to pick up the vehicle could have cared less but I will admit roadside was helpful. The location I picked up my uhaul at (Custom Bunk Beds) in Antioch, Ca went ahead and charged me the full amount even though I had to deal with a potentially deadly issue with their vehicle and waste my time when I could have been moving my stuff.
Manuel UIt was a very easy and quick process with mobile option for check in and check out. Friendly staff. The truck was clean and presentable. I would highly recommend the location to anyone.
JACQUE SGreat experience over all.
STAN CThe attendant helping with the equipment on the lot was helpful, courteous, and fast!
JEFFREY SEveryone that helped was great. Nice, answered all my questions
Monica TProfesional
JOSE DNothing.
MARCIE AI've rented from this location many times through the years and very satisfied. I had a difficult time uploading pics of the odometer and all sides of the truck as instructed in the texted link, they were all black so I think Uhaul needs to work on that.
MICHAEL GI 've rented from this location 4 times in the past 3 years. Twice in the past 2 months. They're friendly, I love the location and they always have what I need. What i dont like is when I order a truck from THIS location, and Uhaul corporate tries to reserve my truck at a different location. This is where I rent my Uhaul's from. These are.the people I choose to do my business with. If Uhaul corporate does this on my next rental, I will take my business to Budget. 5 stars to the Willow Ave in Antioch location. 1 star for Uhaul corporate.
JOSEPH CThanks for helping adjust the reservation so many times when our crew from movinghelp bailed.
Mary KFriendly and Helpful - will definitely use again
KATHLEEN CI rented a 6 X 12 enclosed trailer and it was filthy and smelled really bad. I rented it to move my household furniture and baby items. It was disgusting. I contacted the rental company and the employee said there was nothing she could do for me. I spent an hour cleaning the inside of the trailer with cleaners.
MATTHEW MEverything was great, thank you.
FRANCISCO CIt went smoothly
MARK FEverything was exceptional
MICHAEL SFrom pick up to drop off the process was seamless.
GREGORY SGreat customer service
GEORGE MLocation was great. The only issues we ran into was the app since we picked up after hours. It could have been low WiFi too. The app took a long time to verify identification. Then the pictures would not save and it would not let me skip. I tried like 5 times. Then called customer service and they sent me a link that worked. I added 1/2 dozen it pads and they were not in the truck. It took almost an hour to process everything due to the wait on verification and photo issue.
TIMOTHY NThere are not clear signs as to where to park the trucks when dropping off. Other than that, happy with the experience.
Travis Mcustomer service was great fast in and out thanks for all your help
JW SVery smooth and simple process. Would definitely rent from them in the future.
DINO MGreat rental experience even returning the trailer was an absolute breeze.
CHRISTOPHER DEverything is good
PATRICIA Jnothing it was a great experience, no need for anything
GLORIA Mvery friendly , helpful overall great experience !
Jennifer MI got a 20' truck and when i got in the vehicle, it was empty. I was told to put $25 gas and they will reimburse me but when i was otw to put gas then suddenly the truck went out of gas. I have to walk to 711 and my friend let me borrow his Gas container and wasted almost 1 hour. I was late and my customer were pissed off.
GIOVANNI RThere was a problem. The gas tank was only 1/3 full when I picked up the 20 foot Uhaul. I took a picture but I failed to talk to the office about it before I left. I was charged for 24 miles and gas charge for 7 gallons. A 20 foot Uhaul should get 10-12 miles per gallon. The 20foot Uhaul should only have used 2.4 gallons on a 24 mile trip. I should only have been charge for 2.4 gallons not 7 gallons. I need help correcting my bill.
MICHAEL PThe app is to much
RYAN SThis was my first time using this facility. I can’t think of anything else to improve on. Tramont has great customer service skills.
STACY WFriendly, helpful and knowledgeable. All went well.
HIRAM HCheck in was so easy. Tramont was AWESOME. They only thing I would recommend that you show a person the basics of the 26ft. Truck. It was my first time driving that beast and at first, I couldn't release the E-brake. However, Tramont was so courteous and gladly answered my questions. I even hired him after his shift was over to assist with my move. Give that man a raise. Any company would be glad to have him. Thank you, Stacy Watkins
STACY WI’m very upset that UHaul (not this location) moved my order from Oakley to Antioch. Moreover, I was an hour late to a job because your system was not working properly. Very tempted to cancel my regular work with you over this.
AARON GEverything good
JOSE R