Setting up my U-Haul rental online seemed straightforward, and I received confirmation to pick up a truck at 7 a.m. in Castroville on the exact day we needed it to move our son down to UC Irvine. Unfortunately, that’s where the smooth part of the experience ended. The day before my scheduled pickup, I received a call saying they weren’t sure if a truck would actually be available in Castroville. If I wanted to guarantee one, I’d have to drive to Salinas—at a less-than-professional pickup location—completely disrupting our packing plans. What should have been a convenient, stress-free start turned into an unexpected detour during an already busy moving weekend. I was told I’d be compensated with $50 off, an extra day, and a mileage discount, but as of today, I have not received the $50 refund that was promised. On top of that, the truck I ultimately received was dirty inside and came with only 3/8 of a tank of fuel. Moving is stressful enough without having to chase down the very truck you reserved days in advance — and now, apparently, having to chase down promised refunds as well. While I appreciate the verbal assurances I was given, the overall experience left me disappointed. U-Haul needs to improve both reliability of reservations and follow-through on compensation if it wants customers to feel confident using their services again.
Matthew W
Customer Reviews for Salinas Motors
(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.
Have better communication, worst first time experience I ever had. Worst customer service I ever experienced.
Jimmy NWas given the same type of truck but wrong number and was told on drop off the drop off was 4 hrs away and it was under a wrong name. Had to call
Hugo M