Customer Reviews for Prunedale Auto Supply
(U-Haul Neighborhood Dealer)

Rating:

3.0

One significant mis-communication as to the pick-up location for the rental, and that was followed by a last minute text advisory which resulted in a 2-hour delay dealing with two U-Haul locations, and then required an additional 30-minute drive (in the wrong direction), and then back to the move location. The equipment promised was not available as the "previous renter had not returned the truck". I was not advised. This massive communication created over six hours of wasted time and having to deal with Bay Area commute traffic. Most likely will not use U-Haul again. Penske her I come ...

Rating:

4.0

Why don’t they have a key holder with a password to pick up after store closes? Had to go the next day when they opened to pick up the key. Overall the older gentleman was cool to talk to and made sure that I was able to rent the truck. Should sell more snacks indoor, will bring in more customers that way.

Rating:

5.0

Very helpful staff

Rating:

5.0

The woman that ran this location was wonderful! My wife and I felt that she truly valued our business, and as people!

Rating:

3.0

The person who signs off on returns wasn't there but the other staff member was helpful.

Rating:

3.0

It was hard to find.

Rating:

4.0

The van we rented was in great shape, reasonably clean inside and out, and drove like a dream! It was perfect for taking our old king size mattress, and frame to be recycled and picking up the new one

Rating:

4.0

Both drop off times the location has been closed. but their system seems to work and we have had no trouble.

Rating:

3.0

Dropped truck after hours

Rating:

1.0

They charged us for extra miles not sure why we were only given 30 mile travel to begin with. Wouldn’t recommend U-Haul overall to anyone. Not just this location.

Rating:

5.0

Everyone here was so kind and so helpful, and they explained parts of the service and nobody had explained to me before

Rating:

1.0

This lady appears to be very nice but she actually is very passive aggressive. Doesn’t appear to know what she’s doing. Blames all of the shortcomings on uhaul. Slow internet makes you wait for an eternity to get anything done. Doesn’t want to be a uhaul rep and will tell you so.

Rating:

1.0

My uhaul got towed from my old apartment complex over the weekend. Towing company and uhual did not provide any towing notes or pictures when I tried everything in my power to retrieve it. I had to wait until Monday to be charged for towing and extended rental when I did not even get to use it and I had already paid and put some gas in it. The original pick up site was contactless and sketchy. Uhaul workers from Fremont regional office laughed, were rude and spoke over me, which is disrespectful and unprofessional when I was frustrated just trying to ask for help, answers, and assistance with the status of my case. I had to wait a week only to repeat myself over and over to other uhaul workers and still receive no updated status of my case. I was charged original price so that the contract would show as closed on uhal's end and was also responsible for the large and overpriced weekend tow fee. Uhaul's prices, customer service, and equipment are very poor and cheap because they don't care about the consequences their customers have to risk. Not to mention when I had to drop off their stupid key, a worker at a different site couldn't even provide me with a printed customer receipt because "the computer was old" so I had to take his word. As a first time renter and a last time renter with uhaul, I do not recommend them at ALL. I ended up finding a great deal with upgraded vans with Penske and they were more legit. They take pictures of their vehicles before hand, have smoke-free equipment, and make sure that their vehicles have a full tank of gas. They are legit and have a contact office where they can help you, provide PHYSICAL receipts and excellent customer service, they were even able to adjust the rental price due to my situation. I am happy they were able to help me and understand my case last minute. They too agree that uhaul are cheapskates and even mentioned to me that their customers turn over to them because of this. Learn from this situation and find a legit contact rental business with an office, quality equipment, copies of contracts, and someone who takes pictures of the vehicle and can answer and assist you. Don't risk saving your money with these bums.

Rating:

3.0

Convenient location. Easy access. Night drop- off. No interaction but it was easily handled. Parked and returned keys to drop-off mail slot.

Rating:

1.0

It was hard to discover the place. No Uhaul trucks or signs there.

Rating:

5.0

The customer service was absolutely excellent!!! A real pleasure to work with them, A pleasure to meet Bob and I ams sorry I forgot the name of the lady. They were really helpful explaining what I needed to know about the truck and the process.and they were very courteous as well. All in all a 100% fantastic experience. Thank you so much! Alexandru Nagy

Rating:

3.0

I didn’t know where to drop it off. No information given except Los Osos. Then I found out there was two locations.

Rating:

4.0

Personnel at location was great, I enjoyed talking with person helping complete our service.

Rating:

5.0

Cab was dirty, sticky spill on seat. Also check engine light came on shortly into trip, indicating mechanical issues.

Rating:

2.0

Signage was difficult to see, service was exceptional.

Rating:

5.0

Customer service was great. Very courteous and helpful.

Rating:

4.0

The “clean and well maintained” has two answers. Overall, the truck was great, but the cargo bay floor was disgusting. It had stick stuff all over. The truck ran like a dream, though very expensive to operate as I was forced to take the next size up. In general, a very good experience.

Rating:

5.0

Easy drop off! Location is really easy to get to.

Rating:

5.0

Very good service

Rating:

5.0

These are really nice people. They're fast, efficient, and so friendly. Plus they've got a nice shop too. 😊

Rating:

5.0

Everything went smoothly thank you uhaul

Rating:

4.0

Not the fault of location but the 24/7 dropoff was a pain with the system outage not allowing me to complete the app checkout process

Rating:

5.0

Sara was courteous and helpful.

Rating:

3.0

My unwillingness to recommend this location has nothing to do with this location, but instead I cannot imagine any scenario where I would recommend that any U-haul location be used. While the people at this location were great, the rest of the U-haul experience was one of the worst experiences of my life. I tried to do the remote check in with both my phone and my wife's phone, but the website would not let us enter the necessary information. When we checked in by going inside the store, the mileage the u-haul had recorded and the gas level on the tank were incorrect. When the people at the store tried to correct, the system blocked them from doing so. They attempted to contract corporate to get the issue resolved but were unable to get through. (as I later learn this is not remotely surprising). They noted the contract what the correct mileage and gas level was. I then returned the truck. Like the issues with attempting to check in, when attempting to check out, the website would not advance to the next page to allow me to do so. When I received my final invoice, I was significantly overcharged. First, I was charged for two days, instead of one. Second, I was charged mileage based on the initial wrong rate and third, I was charged a fueling cost even though I returned the vehicle with more gas than when I left. I contacted the location about the overcharge and while they were very helpful, I could tell their hands were tied as they told me to call U-haul directly. When I called corporate, I was on hold for over two hours. During that time, a message kept repeating that the approximate hold time was "5-10 minutes". When I was finally actually able to talk to somebody, it took tremendous effort just to get her to listen to my issues. Instead, she just kept wanting to go over what the receipt said I was charged. Finally, after about 5 minutes of hearing the mischarges over and over again, she finally started looking at the underlying issues. It was at this point she saw that the mileage was recorded incorrectly. (Showing that corporate knew this and charged me anyway). She was also able to tell that the gas level was wrong (showing again that I was intentionally overcharged). When she looked at being charged an extra, she kept talking about how that's the best rate; clearly that is not the case. Finally, pushing three hours on the call, I was told that I would get a credit back for the overcharge. She apologized for the delay, but not for the overcharge. When asked about that not apologizing that the overcharge, the response was that it had been taken care of. Apparently, overcharging someone hundreds of dollars is okay as long as you correct the intentional overcharge after forcing the customer to spend an entire afternoon on the phone. While she did indicate that a credit would be issued, that has not happened. Instead there are additional charges on my credit card. At this point, U-haul is not doing what the contract said, even though they indicated they had overcharged and that a credit would be issued. I am going to have to dispute the charge with my credit and go from there. In short, the location and the people at the location were great; U-haul itself was awful!!

Rating:

4.0

Friendly place

Rating:

5.0

I had to wait over an hour because the U-Haul system Would not allow them to finalize contract. This is unacceptable considering it’s not the locations fault. I had to wait which delayed my entire move because of this. I used your easy ordering platform on your app.

Rating:

4.0

Perfect location for a drop off for me.. super convenient and there was a gas station right next door to fill it up..

Rating:

5.0

All good except the grand total was a lot more than I expected. guess I should have known better. Fool me once.

Rating:

1.0

Maybe not contacting 48 hours before moving to tell me there’s no truck for me leaving me to scramble last minute, I also booked labor through your website and they never showed up but still managed to charge me. Moving is stressful enough and not being able to count on your reservation for a truck and labor is added stress that will make me look elsewhere when moving again.

Rating:

2.0

They had no blankets , I had to wait for the truck . No one from U-Haul called to tell me of the delay. There were homeless hanging out in the parking lot. They wouldn’t except cash , so we had to deposit the cash to use the card. No bubble wrap, no packing supplies. Really sad.

Rating:

5.0

Their need to be more other vehicles at all times. (versus) types. Thank you.

Rating:

5.0

Great experience! My first time ever renting a U-Haul truck. Bob is a very friendly person and explain things clearly. Very helpful.

Rating:

4.0

lady that works there is friendly and helpful

Rating:

4.0

U-haul messed up the truck reservation several times. The wrong date was confirmed, then I was told the reservation was never possible in the first place; then later told it was possible and I received a reservation for a trailer I never reserved; then got a confirmation for the truck but on the day I was to pick it up I was told no truck was available; I quoted the reservation so the operator found a truck 17 miles further away and I was to pick it up there; I was then charged for the additional mileage on the truck incurred while picking it up to bring it to the reserved reservation site. Good Luck to their next victim.

Rating:

5.0

They are easy to work with and flexible. It was easy to drop off the vehicle and not go inside the store for drop-off.

Rating:

5.0

The staff was very helpful and the truck was perfect for the job we needed. It was a much more efficient and cost effective alternative to vehicle ownership. Thank You Prunedale Auto Supply!!

Rating:

5.0

Absolutely Wonderful customer service. Thank you for a flawless easy return and for the wonderful conversation. I’ll definitely be a returning customer!!!

Rating:

5.0

Every one was Professional

Rating:

5.0

The person behind the counter was very helpful. I believe the owner was there when I returned my truck and he was also very helpful and polite

Rating:

3.0

The staff was very very friendly. No issues with them at all. I would recommend this location. However, Corporate UHaul was the worst. Even though I made reservations weeks before I needed the truck, the night before I was to pick it up, I was notified it was unavailable. This cost me more money and a lot of time. I would never recommend UHaul to anyone-terrible customer service.

Rating:

2.0

Have the equipment ready for me when I arrive, what is the point of mobile check in if we have to wait for the location to print everything out and do an in person check in. Also, I order furniture pads and was texted the day before in the afternoon they were not available. Also I was originally scheduled to pick it up at a different location and they called me 2 days prior saying I could not pick it up there because it wasn’t available. What’s the point of picking your pick up location in your website if it’s truly not available at that location. I was told I was going to get a 50$ credit for the extra 35 miles the new round trip was adding but I have not received that yet. I’m extremely dissatisfied with my Uhaul experience.

Rating:

5.0

I had a quick & efficient experience here~ Sarah was very helpful & charismatic. I went in the day before to make the reservation, and she was ready for me at 10am the next morning. I managed to do the entire job in 2.5 hours~ returning was a breeze. I would recommend this locale to anyone who lives in the area~

Rating:

1.0

Drop off location in Prunedale was horrible missed the call twice since I was busy cleaning house the voicemail I was left was very unprofessional and I can definitely send it over so you can listen to I felt threatened I have never received a voicemail like that it was very upsetting I can understand the sense of urgency but WOW

Rating:

5.0

The online computer system is all screwed up. It sent me to the wrong location, it was closed. After three locations and poor information this fellow help me.

Rating:

5.0

The men worked well together to get everything taken care of. They were courteous and helpful.

Rating:

1.0

Do not let this location rent uhaul equipment. They are not capable of handling uhaul service.

Rating:

1.0

They didn't know how to use the system and managed to change my original order from dropping off in Pine Grove to having it returned to the Monterey area. I returned the truck to Pine Grove, as planned, and then I was harassed by UHaul, wanting to know when I would be returning the truck to Monterey.

Rating:

2.0

I ordered a truck with the blankets online from seaside California. There was no trucks in the whole area only in prunedale California which is 26 miles from my location. Then to find out that the location doesn't have any blankets to wrap my stuff and they told me to drive to Monterey California to pick those.