They are claiming that we didn't change the drop off location and added an outrageous charge and another extra day. I will be disputing this charge with American Express and filing and complaint for the unreasonable charge and the lie about us not changing the location. I cannot believe how unprofessional and fraudulent this feels. . I know they get a cut for the extra charges that they nickel and dime at the very end, but adding an extra $375 is absolutely outrageous and fraudulent.
Sean B
Customer Reviews for Postal Annex 400 Temecula Ca
(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 inside of the truck was muddy and filthy. The enclosure was filthy and not swept out.
Steven CThis location is awful. A woman named Jamie, who works there, is extremely aggressive when it comes to extending rentals. She yelled at me in a derogatory manner without any reason. She is extraordinarily rude and hang up on me multiple times. They lack customer service skills. The 10 ft truck I rented smelled like an animal had died in it. Additionally, their system did not work when I arrived at the location, so I had to wait for 15 minutes before my turn, behind other customers in line. Then, I wasted another 10 minutes re-reserving the truck that I had already booked online a few days earlier. They are disorganized, ill-mannered, and unprofessional.
Ufuk KOil light was on. Never received initial phone call confirming pick up. I scheduled for mobile pickup at 7pm. I called to confirm and luckily I did as the store closed at 5:30 and doesn’t do mobile pickup.
Brenda KKeys drop box hard to find and due to changing my return locations make’s further and mileages exceeded and charged me more extra fees! Need a refund
Avelino OOur experience was so good we can not think of any improvements to pass on. Thank you
TINA CThe staff was helpful and got us checked in and out very quickly.
Raymond MIt's behind a random dumpster deep in a corner behind a shopping center. Zero info avail online to reference where the return box is. Maybe easier during operating hours but damn doing after hour drop is sketchy.
Richard TPick up was easy people were nice but the truck bed/storage area was filthy, it took over 30 min just to clean sweep and wipe down before we could even stay loading. Very disappointing
Tiffany SThe ability to reserve the equipment was seamless however once I arrived to the facility to pick up the equipment, that is where the trouble occurred. First, the app to use that requires a photo ID is lack luster at best. It took numerous attempts to load the first of two pictures from my driver's license, finally after 15 minutes and multiple attempts the employee had to register my information and they too had trouble uploading a photo. It took over 30 minutes to finally complete the registrations to rent the equipment and made for an unpleasant experience. I cannot in good conscience recommend this service to anyone even though the In Town rate to rent the smallest truck at $19.95 only cost me $37.00 with mileage when all was said and done. I guess you get what you pay for. My suggestion would be to update your app and make the process more user friendly and pretend that people aren't using a smart phone.
Trevor BAll great
Joseph DThe key drop box is behind the location and then hidden behind a dumpster! Spent a long time searching for it. The app should tell you where to find it since it is. I where near the storefront!
Brenda KAlthough this location did a good job I had to many issues with Uhaul to recommend to anybody. As I have stated to a couple people the issues I had and I will repeat them again. First I made a reservation at a Uhaul dealer in Murrieta CA at 7:00 AM. It was confirmed. A couple days later I received a text that the location had changed and the pick up time was 7:00 AM. The next day I get a text that I could not pick up the truck until 9:00 AM. I would have to travel 30 minutes to and from the new location to get and use the truck. So I show up at 9:00 to pick up the truck and after paying and signing the contract, I notice that the truck number on the contract did not match the truck. So I went back in (this is a postal place) and informed them. The person there (who I thought did a good job) Called her manager (who came in two hours early for my issue) told her to call the Uhaul rep. She called every 5 minutes for a half hour until he finally picked up his phone. While waiting for him to pick up I call and asked to speak to a manager. I was transferred to Amanda. After explaining all of this to her, Amanda issued me a $50.00 credit which I have not seen yet. Gave me some extra miles for the travel miles from me having to go the extra miles to get the truck. Offered me an extra day so I did not need to rush. Told her I did not need the extra day. She did what she could. I do not remember the reps name but he said that if the key worked to just take that truck and promised me that there would be no issue returning the truck to AZ with the wrong truck number on the contract. Sure enough when I returned the truck they said there was additional charges because I returned to the wrong place. I told him that I was returning it to the correct place. He than asked if my name was Mary and told him no. He got his manager she took over. She called the rep ( I had his number and name) and of course he did not answer. She saw there were notes on my account about the wrong truck. She told me that she needed to get mileage and gas readings and she would be right back. She was gone about 10-15 minutes and finally came back and told me that they had to correct the contract and that I did not need to stay. She said she would email me the receipt or new contract I am not sure. It has been a day now and I have not received anything. Let me also state that I flew into San Diego from AZ on Thursday and intended to get the truck at 7:00 on Friday. Have it loaded by 9:00 and headed to AZ. Because the truck was moved and delayed until 9:00 pick up and the hour and half delay with getting the truck (10:20). The 1/2 hour returning the truck cost me almost 4 hours of my time. I do not plan on ever using your company again. I will also past onto family and friends.
Guy SVery good
KITTISAK PVery friendly staff!
Kevin EWhen i checked out the truck I was told there was 3/4 of a tank of gas in the truck and if there was anything different to let her know. So when I go to return the truck I was charged an additonal $24 for gas plus $41 for additonal mileage. I am not happy with my experience on drop off or return.
Teresa HThe older lady was really rude charged me for an extra day for being 20 minutes late didn’t let me keep the truck cause she had a reservation for it when I still had it
seidy aIt’s too bad people have to steal gas. Customer service was excellent
Joe TThe parking brake is dysfunctional and it’s very difficult to adjust the driver seat. Otherwise, all was fine. The employee that helped me was exceptionally nice and helpful.
Linda PTruck was dirty and on empty . I had to immediately get gas and clean the windshield. Nice and helpful people in office
Bryan NShe was awesome 👏
BRANDON CFriendly, efficient staff. Rena is great!
SANDRA WNone
suzan tAs long as customer interaction continues to have Jamie on the other end - EVERYONE should be happy. You can't improve on perfection.
Sylvester SAbsolutely poor customer service and poor attitude with resolving a discrepancy that was their error. Thankfully Drew at the corporate office saw the discrepancy and took care of it right away. Terrible to think the personnel at this location told us this was the Uhaul way and brushed us off
COLLEEN BThey have no clearly marked return area for after hours. Had to spend almost an hour searching and on the phone to find drop box behind a random dumpster behind entire building.
Richard TUhaul changed my drop-off location. I expressed concern that this location was closed on Sun and Monday, I wanted to drop it off on Sunday but they said no. So now here we are on Monday and the location is closed because of Labor Day. If there is a drop box for the key it is not well signed. so Now we are waiting 20 minutes for someone to call us to find out what to do with the key
Ryan HGreat Service. 👍👌😊
ALFREDO PVery Satisfied with the truck Service and the Front Desk lady 😊👍
ALFREDO PPoorly maintained truck!!! Transmission light on shortly after pick up. Broken fuel tank with dashboard error light because of non repair to gas cap. I was so stressed about getting to my destination and getting back to return truck. Not they way I had envisioned this experience at all.
Kimberly Operfect
DAVID LNothing but an address was in the email but the address was not clear. I parked the truck near another U-Haul truck so I figured I was at the right parking lot at least. I had to ask another store nearby if they knew where the U-Haul office was to drop my key. Luckily he knew and it was several businesses away to walk to it. And then the website said the return location was open until 3 pm on July 24 for our scheduled return and they weren't open at all on Sundays, so when I called their number to ask where they were they didn't answer since they were closed, so that is why I went to a nearby store to ask if they knew where U-Haul was located. There was no place in site to drop a key at this closed location. I called customer service and was on hold for a long time and she was trying to find someone to ask where the drop box for the key was. She could not get a hold of anyone to assist. I went next door to the postal annex/U-Haul that was closed, to a Waxing boutique just thinking maybe they would know something, and the mgr took me way out back of his store to a little concrete corner with a key drop box. VERY frustrating as there was NOTHING at the postal annex/U-Haul closed location that said ANYTHING about a key drop box ANYWHERE!! All someone has to do at the annex is put up a sign stating the drop box for the key is behind the Waxing place outside. How difficult can that be? Disappointed in U-Haul. I would like my credit for miles due to the farther from my home pick up location that made my miles increase ( see above regarding pickup location question)
Blane AVehicle had check engine light on, a statement on the dashboard showed "make sure gas cap is tight" and the fuel tank filler neck could be pushed in easily 2" and had 5 self taping screws where somebody tried to secure it but all the screws were hanging out of it, literally. I was also told the gas should be at 3/4 tank according to a drawing on a piece of paper but was told it might be less if someone had siphoned gas. If that's the case, why wouldn't an employee verify the gas tank reading instead of just saying...it SHOULD be at the 3/4 mark. And when I returned the truck, no inspection was performed, no paperwork given to me to show transaction was complete, just turn in the keys and done. These are just a few observations that I would think should be reviewed but the employee was a very kind woman, nothing against her.
TROY WGas tank was empty we filled it to more than 1/4 tank and only drove 18 miles round trip to move and did not get the $55 credit the employee said we would get if it was returned with 1/4 tank. Also charged for 2 days when we only used it 5.5 hours and returned same days
Michael BI was charged for Gas and Insurance when I clearly refused it… please have someone call me… I tried calling Drew at 229 251-6000 but he never called back
Fadi AIt was perfect. The truck drove well and I was quite impressed with the braking system as well as the suspension. Thank you for a good experience. Jaime was very helpful.
DAVID Lgreat helpful employees at this location
Trisha WI’ve used U-Haul many times: Normally ordered equipment is put in the truck by Rental company employees. I had to physically wheel the appliciance dolly myself out there back door 3 building over to truck ,!ift it and put it in the truck myself. The agent acted Impartial of missing order items ‘ other dolly. No offer as to we don’t have it but “ maybe have looked up another near U-Haul store that would have it”. It was almost.a too bad too sad type of attitude, very unexpected service from a U-Haul provider. I was definitely taken back from the service.
EUGINA WThe staff was so nice and accommodating. I was even given a tape gun to borrow when asked if they sold one! I’ll be back and am so happy to refer business there.
SARAH PDropping off a Uhual with the app is usually an easy task... NOT here! The first problem, there is no signage that designates a location to park your truck to drop it off. For that, you need to drive around to the back of the building, which, if you weren't familiar with the location already, would be difficult to find. The second problem was that they DO NOT have a 24/7 drop-off box for your key. If you want to drop off your key after-hours, you're out of luck. As you might imagine, this was a HUGE issue being on a time crunch and removes all the convinience dropping off the truck with the app would normally provide. There isn't even a mail slot on their front door that can be used, or a place to put the key that wouldn't be in a high traffic area. In the end, I needed to call Uhual and I was then able to drop the key off at a different location. However, that conversation took about 40 minutes, start to finish. The third issue is the one that really got me! They have a sign on the door stating they will not be working regular hours because they are short staffed due to COVID, with a number to call for after hours assistance. I called the number and no one answered. If the owners of this location want to offer a 24/7 service, then they should be ready to step up and work their own location if they are unable to adequately staff it! In the end, all of this could have been resolved with a simple drop box for the key or a mail slot on their front door. Instead, I would advise avoiding this location at all costs and using one of the many other locations in Temecula for your Uhaul needs.
Corbin WThe staff was so helpful! They made it quick and say to get in and out.
Michael Cthe website and app suck. the site always changes my date of birth to 1 day before. i tried to use the app to do an after hours check in and it would not work. i tried to take a photo of the odometer and gas gauge, but the app would not upload the pic. i had to go back the next morning to check in the truck. very inconvenient.
John OThe folks @ postal annex 400 are a pleasure work with. Thank you!
David HVehicle not clean, gas tank almost empty and I only traveled 18 miles before fuel warning light came on. First time ever renting a vehicle with such low fuel. Attempted to return truck sake day after hours and discovered there was no after hours key drop box anywhere, in contrast to the online return process and we had to be inconvenienced to return to Temecula from Menifee the next day to return the keys at a cost of time and gas to us. This location of business failed to mention that we had to return keys during business hours. This was time and gas wasted for us to return to Temecula again just to drop off the key. A simple mail box slot would resolve this issue for future customers. I would not rent at this location again.
FRANKLIN YThe Air Conditioner in the truck needs fixing. The radio plays only one station. Put a lock on the gas cap to prevent future theft. Staff can be a little condescending. Ordered a furniture dolly location did not have one.
Richard TThey charged me for gas even though I fill back to the line it was when I got it.
NANCY SThe whole process of this rental was smoothly and fast. Customer service was great. My rental truck was in top shape. I plan on renting from this location again.
GUILLERMO EI am sorry but I don’t right this kind of review. The truck was so loud inside. You need to change the truck or at least retire this one. Because it almost damaged my ear drums. Not just me but person helping me in move. It was so so so so so loud.
NIKESH PWrong amount of fuel has been charged
VITALIY RKeep your trucks cleaner wipe down better check your AC not blowing cold air
ERNIE PWould help to not give me an extremely dirty truck with food waste and trash in the cabin , then charge me a cleaning fee when I drop it off.
Brandonuce RI filled up the truck with gas under the impression I would get credited for that and was not repaid despite receiving the truck with 1/4 tank and returning it with 3/4.
Marisa WThis location was closed at the time. Over the phone customer service was incredibly helpful. The location texts were so useful and made this whole process seamless.
LUCAS AShould work on being friendly and approachable.
DEBRA MThe rental procedure is fast and professional. A+!!!
NESTOR GNo on Q#2 only because can smelt like old pastrami, which may have been previous customers fault, not locations fault. Also, windshield was really filthy and a safety issue. Luckily I had cloth and windex to clean before driving into sunset. Would have been nice not to have to worry about cleaning windshield when busy trying to move. Truck could have slight exhaust leak causing excess noise in cab, but could be normal. Not sure. Individual behind counter was great and service was great. Location was super convenient for my cross town move. Couldn’t have done it without U-Haul. Thanks.
GARY HI was charged a cleaning fee and do not know why? It was not explained on my bill? I will be calling corporate on the next business day!
Josh SHave signs saying to drive to the back of the building.
CRAIG FThey called 30 min prior to our appointment (while we were driving there) to tell us our truck was unavailable. They offered us a smaller option for the same price (what?). We accepted, because we really had no other choice because we needed to move out and were on a time schedule. Needless to say, we did not have enough room in the van they gave us and needed to make multiple trips with our own vehicles to and from a 45 min location. Also, they told us our drop off was a 24/7 location and it was not. So then we had to figure that out, which thankfully there was a location nearby that was open for another 45 min. Needless to say, either schedule way in advance because maybe that will help ensure your vehicle OR be prepared for unexpected changes. Made our move WAY more stressful and time consuming then it should have been which is the last thing you want to deal with on a move day. I will say that the lady Jamie, at the postal annex in Temecula was great and very nice and empathetic about everything!!
Cosette EEnsure trucks are cleaned, that the gas gauge is correct
Ricardo GVan was dusty/dirty and smelled terrible.
Joshua CWe returned the truck with an extra 1/2 tank of gas and received no credit for the extra gas. No one explained when we rented the truck, that they no longer credit us for extra gas upon return.. This should have been explained! Will not rent a truck from this location again. We only used it to move a dining room set and the truck was way to expensive for the project!!
CRYSTE MWell done!
DAVID FThe truck was rather dirty in the back area. The inside was ok but, it should have a process to make sure it has been disinfected. It was obvious it was not. Cleaning in today’s world is very important.
Lance C