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DANIEL Q
Customer Reviews for Gilman Street Rentals
(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 guy at the location was helpful when the app was having issues
ZACHARY MGood customer service, everything went smoothly
Neil HGreat service!
Bronson FTravis at your Gilman Street location was extremely competent, professional and polite. He provided me with very good information and made the whole process of renting from U-Haul 100% seamless. I can't think of anything he could have done better.
PATRICK NI am submitting this feedback regarding an experience I had today at the Gilman Street U-Haul location in Berkeley. This is not about the cost of the rental or seeking compensation. I am sharing it because I believe the customer experience I had should never happen to anyone, and I hope U-Haul can use what occurred as an opportunity to understand how a relatively simple customer service issue escalated into something completely unnecessary. In summary, I arrived late for my reservation and fully accept responsibility for that. However, what followed was over an hour of being repeatedly dismissed, denied the opportunity to resolve what appeared to be a reservation discrepancy, and ultimately finding myself in an extremely volatile interaction with the local operator before the issue was finally resolved through the intervention of U-Haul management. My reservation was for 9:30 a.m. Unfortunately, I arrived at approximately 10:40 a.m. I fully acknowledge that I was late and take responsibility for that. At approximately 10:28 a.m., I called the Gilman Street U-Haul location in Berkeley twice in an attempt to let the staff know I was running behind. Both calls immediately went to a recording, and I was unable to speak with anyone. I recognize that I should have called before my reservation time, but I mistakenly believed there was approximately a one-hour grace period before my reservation would be impacted. When I arrived, the location was unusually full of trucks. As I pulled into the entrance, the local operator, Travis, motioned with his hand from a distance for me not to pull in because the yard was full. I pulled off to the side onto the grassy area near the entrance so I wouldn't block traffic and walked over to meet him. As he approached me, his first question was, "What do you got going on?" Trying to keep the interaction friendly, I made a lighthearted comment about how full the yard was and joked, "Did another U-Haul location close?" I then explained that I was there to pick up a trailer. His immediate response was, "You're late. You're going to have to wait." There was no greeting or attempt to understand the situation beyond that initial statement. I understood that my being late could create complications, so I accepted that and waited patiently. Eventually, Travis directed me to back my vehicle up so he could bring out my trailer. As he pulled it toward me, I immediately realized it was not the trailer I had reserved. When I looked at my reservation in the U-Haul mobile app, it clearly indicated a 9:30 a.m. pickup, a one-day (24-hour) rental, and a 5x9 utility trailer with a ramp. The app also displayed an image of the trailer and the corresponding rental price. I attempted to show Travis the reservation on my phone so we could understand why the information in my app did not match what he was seeing in his system. I wasn't trying to prove anyone wrong—I simply wanted us to compare the two so we could determine what had happened and work toward a solution together. Unfortunately, he wasn't interested in reviewing the reservation on my phone. Instead, he repeatedly told me that his system was correct, that I had reserved a different trailer, and that I needed to call customer service. There was no effort to compare the information or determine why there was a discrepancy. I then contacted U-Haul Customer Service and was connected with a representative named Shannon, who was exceptional throughout the remainder of the experience. From the moment she answered, she focused on finding a solution rather than assigning blame. Shannon confirmed that the correct 5x9 trailer with a ramp was in fact sitting at the location and was not scheduled to be rented until the following afternoon. I immediately told her I would be more than happy to return it the same day if needed. With that information, I approached Travis again outside in the parking lot and simply asked whether he would now be able to help me. Once again, I was met with a dismissive response rather than an effort to work toward a solution. At that point, I had already been waiting for over an hour. During that time, I watched multiple customers arrive after me and receive immediate assistance while my situation continued to be deferred. As a customer, I began to feel as though I was being penalized for arriving late and for the discrepancy between my reservation and what Travis was seeing in his system. Whether that was his intention or not, that was very much how the experience felt from my perspective. I appreciate that the location appeared exceptionally busy that morning, and I understand that my arriving late created an inconvenience. However, being busy should never result in a customer being repeatedly dismissed, talked over, or made to feel that resolving their issue simply isn't worth anyone's time. Eventually, I went inside the office because I genuinely didn't know what else to do. I respectfully asked if we could simply spend a few minutes figuring out why my reservation differed from what was in his system. Instead of having a conversation, I was repeatedly interrupted and talked over. There were also three other U-Haul employees in the office from another location. I briefly addressed them and explained that I had been waiting for over an hour and was simply trying to understand why I could not rent a trailer that customer service had confirmed was available. During that interaction, I lightly touched one individual on the shoulder while speaking. He immediately responded, "Don't touch me. I don't know you. Don't touch me." By this point, the atmosphere had become incredibly confrontational and hostile. Importantly, Shannon was still on the phone with me and heard this interaction taking place inside the office. After I walked outside, I told her that what had just occurred was unlike anything I had ever experienced as a customer and that I wanted the matter formally escalated within U-Haul. Based on what she had personally heard, she immediately began escalating the situation and placed me on hold while contacting Area Manager Jose Molina. While I was on hold, Travis came outside. I don't recall the exact words that were exchanged because the situation had become extremely heated by that point. What I do remember is that, within moments, we found ourselves standing face-to-face, only inches apart, in what felt like an extremely volatile confrontation. It is one of the few moments from the experience that is somewhat blurred because of how heightened the situation had become. What I do clearly remember is Travis asking me whether I wanted the trailer or not. My response was that, of course, I wanted the trailer. I had been waiting for well over an hour simply trying to rent equipment that customer service had already confirmed was available. Standing inches away from a U-Haul operator during an extremely volatile confrontation is something I never imagined experiencing while trying to rent a trailer. It was deeply unsettling and completely inconsistent with what any customer should reasonably expect. We then returned inside the office. At that point, I was still on hold while Shannon was escalating the situation. A short time later, Area Manager Jose Molina called Travis. From that moment forward, everything changed. Travis's demeanor became calm, respectful, and professional. He processed the rental, rented me the correct trailer, and our interaction became entirely normal. That dramatic change after management became involved reinforced my belief that this situation could have been handled professionally from the very beginning. During this calmer conversation, I asked Travis what I had done to deserve being treated the way I had been. His response was that I had arrived late, that he had initially pulled out the wrong trailer, and that there was a discrepancy with my reservation. I understood those to be the reasons he believed I had caused the situation that unfolded. I fully acknowledge that arriving late created an inconvenience, and I also understand that discovering the trailer he initially brought out was not the one I had reserved added another complication to an already busy morning. Those circumstances undoubtedly made an already busy day more challenging from an operational standpoint. However, while they may help explain his frustration, they do not justify the way the interaction was handled or the manner in which I was treated as a customer. What never happened, however, was any acknowledgment of what had just occurred. At no point did Travis apologize for the situation, for the amount of time I had waited, for how the interaction had unfolded, or for the way I had been treated. Once the rental was completed, it was simply as though nothing had happened. A sincere acknowledgment or apology would not have erased what happened, but it would have demonstrated accountability and a genuine commitment to customer service. The experience had become physically overwhelming. My adrenaline was surging, my body was shaking, and I could feel the stress response taking over. I am 54 years old, have dealt with many difficult situations throughout my life, and I can honestly say I have never experienced a customer interaction that escalated to this level. I do want to specifically recognize Shannon from Customer Service. She demonstrated patience, empathy, professionalism, and a genuine commitment to finding a solution. She listened, stayed engaged, escalated the situation when it became necessary, and represented U-Haul exceptionally well. I also appreciate Jose Molina stepping in and helping bring the situation to a resolution. Looking back, what troubles me most is not that I arrived late or that there was a reservation discrepancy. Those things happen. What troubles me is that nobody at the location seemed willing to spend even a few minutes trying to understand why the information in my U-Haul mobile app differed from what was appearing in the local system. Had someone simply stopped, listened, compared the information, and approached the situation with some basic curiosity and a desire to solve the problem, I believe the entire experience could have been resolved in a matter of minutes. Instead, a relatively simple reservation issue escalated into one of the most difficult customer experiences I have ever had. If U-Haul is asking what could be done differently for the next customer, my answer is actually very simple: listen before assigning blame. Be curious when the customer's information doesn't match the local system. Look for a solution before deciding whose fault the problem is. And regardless of whether a customer made a mistake—as I did by arriving late—do not allow frustration with that mistake to become justification for dismissive or disrespectful treatment. I've rented from U-Haul many times over the years, including numerous rentals from the Gilman Street Berkeley location. I am sharing this experience because I believe it warrants review beyond this individual rental. My hope is not to punish anyone, but that U-Haul can learn from what happened and ensure another customer does not have a similar experience. Thank you for taking the time to read and consider this feedback.
Bryce GAll good!
Juan CTruck rental and after-hours return on the app went smoothly. Employee was patient and helpful. Store was out-of-stock on many supplies and tools, like certain box sizes, furniture covers, and full-size furniture dollies. Truck showed gas only for *5 mi* when I picked up, so I had to change my plans and immediately fill up.
Henry VTravis is the best! He is always so helpful and makes the experience seamless!
MOLLY MFacility it was OK. Staff was friendly and helpful.
Kent OI wish I could remember the name of the employee who made this experience so easy and accommodating. I highly recommend this U-haul location.
Danielle Rreturned after hours and were lucky to find a place to park the truck. the location was convenient and we appreciated the ability to return after hours. we did not interact with any personnel.
DANIEL MI rent regularly from this place. It would be nice for you to store my DL so I don’t have to upload every time. Also I ended up getting chard for safemove which I never buy. Was disappointed in this last rental
Rula AReview the internal working paper more closely.
Francisco VStaff person very helpful. Drop off easy.
Eva LThe staff is excellent!
Catherine MNo need for improvement - all was satisfactory and more.
Deborah MAs always, Gilman Street Rentals is the best in the East Bay. Best equipment, best service because Travis makes things right. That's why I keep going back. Thanks, Travis
R TThe hook to secure the pull door at the back of the truck did not work properly. When you it was in the rolled up position it was trick to roll it down again due to the position of one of the metal parts. The door couldn't be secured with a lock because the holes would not align. This location has wonderful service but my truck left much to be desired. There was also less than half a tank of gas when I picked it up.
Jason WThe sales associate at the front desk was excellent--friendly, efficient, and helpful.
Jennifer JExcellent customer service.
Abdul MGreat experience. Especially liked the friendly and helpful staff.
Melanie GThe place is a dump.
Gordon Rfriendly and accommodating. made the process easy.
ARIEL CService is always top notch. It is my go to location.
Mike FCustomer service is great here. Very helpful and efficient. Pick up and drop off some easy and convenient. Would highly recommend this location because of the associate that helped me.
Ethan JThe staff member with whom I dealt is excellent. I was on my way in a clean truck within minutes of my arrival at the dealership. I will definitely rent from this facility again.
Francis CJimmy took care of promptly and respectfully, we were coming from a long trip from san francisco got us quickly. Thank you
FATIMA VOvercharged. They left me with no gas. Will not use U-Haul or this location ever again.
BRENDAN HVery welcoming and helpful staff! The area is safe and easy to find. It made my return feel very easy and comfortable.
EVAON WGilman street rentals is the best u-haul location I have dealt with after having used several others. It is organized, access is straight forward, and communication is clear. Travis is one of the best ambassadors U-haul can have. All equipment is clean and ready to go, he is clear about what is required, covered, needed. Returning equipment is just as straight forward.
GABRIEL WGreat customer service
Rudy LGilman Street Rentals is the best in the area. This time, I needed a van for an emergency situation. Travis got me the van I needed, right when I needed it. Thank you, Travis. I'll be back.
R TLove this location. Love the staff. Love the customer service.
Kelley AVehicle had a warning light. Over charged for gas.
Nathan DTravis, the manager is great at tracking everything. I really appreciate his good service.
Thea KOutstanding Customer Service There was absolutely nothing that needed improvement. The customer service was impeccable, genuine, and professional from start to finish. The staff made the entire experience easy and welcoming. I truly wish every U-Haul location provided this same level of care and commitment. This U-Haul sets the standard for excellence.
HOWARD BThe representative I worked with was professional, pleasant, and very good at his job!
James SI didn't get his name but the service provider was courteous and professional at both the pick-up and drop-off.
john aTravis is very knowledgeable and helpful. Everything went perfectly.
Nina KThe guy always there on the weekends is so chill and level headed. As long as you take care of his equipment and leave it clean, everyone ends happy.
SEANTANU DThe attendant was very kind, 5 stars to him! :)
Alexa VJust mention that the gas tank may not be Full at time of pickup. I noticed and made it work, but other renters might not be so forgiving. Plus, agent was friendly and very professional.
Raymond VI've been renting from this location whenever possible for several years. The folks running this shop are the best and the equipment is always clean and well-maintained.
Jeffrey LOvercharged for mileage.
Sarah SExcellent customer service. I returned the vehicle a little late, after the office was closed, but the rep kindly checked it in for me anyway. Very much appreciated. I will definitely use this location again!
Randal BThe process is always so easy and smooth, thank you!
Lillian WThe man working was amazing!!
Eleanor CLove this spot but wish they still had pickup trucks
Harrison AService was great! Will use again.
Jasmin MAll good!
Juan CGreat friendly staff. Service was excellent. Clean property and managed Well. Great job. Staff
Ashley PThe gentleman running to place was there early with the truck all ready for me. He was very cheerful, friendly, and helpful. He made sure that I had a truck in excellent state of repair for the 1,000 mile drive north through the mountains. We got to our destination and the truck worked flawlessly. Thank you so very much!
Barry P