You rented us a vehicle that had the gas line cut and the tank was empty. We didn’t realize this and promptly took off; we quickly saw the empty tank and stopped for gas—all of the gas leaked out. This led to 3 hours of roadside service. The service provider said, “this happens all the time! In fact, your tank already has a plug in it from a different event. I’ll plug in and you can drive it in 10 min.” He did repair it. It took another hour. Eva, the customer service agent was the best part of the experience. She was very helpful in getting us a Lyft back to our car. When we returned the vehicle, the fob had been working on and off all day — the van would not lock which led to another call with customer service. Lastly, you charged us for gas and a fuel fee. We would like to request a refund of the fuel and fees for the extraordinary inconvenience of the day’s events, the gas we purchased, and the danger you put us in driving a van that was leaking gas.
Lisa O
Customer Reviews for Security Public Storage
(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.
Had to do all the hook up myself, no available to help
TYLER ETake the time to clean the motorcycle trailer to remove the oily dirt.
ROBERT AThe location does not offer any support or assistance with the rental equipment on pick-up or upon return. They do not have anyone on staff available to connect a trailer or disconnect a trailer on return. The location was short staffed at the time of rental and at the time of return.
SEAN Mthis is a pretty good location, I'm not sure there is any room for improvement. i had an ideal experience here.
Matthew KThe staff were rude, the truck was dirty (we ended up sweeping out the back for them), the outside had mud/dirt all over it, and the mileage kept flashing that we had 46 miles until it went to Empty. We asked for another truck that had some gas in it and I was told they were Security Public Storage, not U-Haul and it wasn't their problem, if we wanted to complain, complain to you. Additionally, when I dropped the U-Haul off, the same employee was complaining to another customer about having to deal with U-Haul customers.
ERIN NWe arrived before 10 AM. It took them so long to get things ready. We did not leave the lot until after 10:30. It was supposed to be a 4 PM return, but then we were told 330. Which means our rental time was only five hours. I will be contacting U-Haul to get a refund of the difference in time.
GEORGE SExcellent, professional and friendly service! Will definitely use this location again!
DOUGLAS PLearn what a reservation means, I tried booking a van not a box truck, there were no vans available when I arrived, the u haul station manager worked with me to accommodate a rental. If your website can't deliver what your promising then maybe you need a new website.
DOUGLAS SAll good thank you!
MARK LMore obvious officer or reception desk for this very busy location.
Andrew PNo signage anywhere that the drop off location was an approved Uhaul facility. Spent an extra 30 minutes trying to figure out if I was at the right place.
SAMMY PCustomer service was great. The only part that would make it difficult to refer is that she didn't know how to connect the trailer, so I did it myself.
TREVOR TPleasant service. Everything great.
JOHN BThe employees on duty were very nice. I used the app to set my appointment. I needed to use the truck early Saturday morning, too early for the office to be open, so I rented the truck choosing the latest time slot on Friday. I rented a 27' truck since the 17' truck I needed wasn't available. I also requested a dolly, which, at the time of picking up the keys wasn't available either, so that was removed from my reservation. The staff was nice about letting me leave the truck on their property since I didn't need it until 7am Saturday. When I went to use the truck it struggled to start, which I thought was from it being a chilly morning. My intended use was only for about 20 miles round trip. I drove away about 7:20a and reached my destination at 7:40a, I was making a pick up of Girl Scout cookies, which took about 1:20min. Upon my return, I stopped off at a storage facility to unload. I turned the truck off. We took about 1:20min to unload 1000 cases of GS cookies. I tried to start the truck at 10:40a or so, the battery was dead. It only clicked a few times when I turned the key. I then called the office to report the truck wouldn't start. They said I needed to call 1 800 go Uhaul. So I called and began the Roadside process. The technician came from Yucca Valley which was 90 minutes away from my location. He arrived 10 minutes earlier which was great. The technician was super helpful and very nice. He got the battery charged and I was able to start it about 12:50p. Unfortunately I was late to work by 30 minutes because of this situation. When I returned the truck, again the staff was very nice, I told them that I didn't stop to refuel since I couldn't risk the truck not restarting. They said that that was ok. I honestly don't think the fuel gauge even moved, but as far as my inconvenience goes, they didn't offer any type of recompense.
KIMBERLY MThe gas level was on empty for the box truck I rented, I was instructed to go to a gas station and add gas. When I did so, gasoline poured out of the bottom of the tank, it had been tampered with. The agents on site did very little to remedy the situation. Terrible customer service.
ROSS H5x8 cargo trailer was perfect in every way.
William SThe attendant was helpful and professional at this location that I picked up. I was charged last minute and arbitrarily to serve uhaul’s needs rather than receiving good customer care from original pick up location, scheduling supervisor (absolutely horrible service) and the regional manager (worse than all the others with her attitude and service).
STANLEY AService is bad at leave on Sunday, Monday. 10 and 11 of Nov. vary Rude lady
Dan BMy reservation was for 930am. GM changed the pickup time to 10am. They made me wait. So I was not able to get my motorcycle to my appointment on time . So it causes me to return it later. The trailers are all over the place and unorganized. No trailer dolly to move them around really? My trailer was blocked in by 2 other trailers. Which cost me more time. Needs work for sure. Another person in office might help. Waiting a long time for service.
Steven SVery good staff Micah was very helpful
RUBEN VDriver headlight wasn’t working. So I had to drive with the brights on, other than that it was a good experience.
DAVID DMy experience was fantastic! The van was brand new. I loved it so much I rented it again when I saw it in the lot, not just for fun, but actual usage. I'll be back next week, hope it's still there!
DAVID RQuick and Easy!
WILLIAM PI did not get a recipt
Michael MThank you much, plesent experience.
NATALIE SNothing it was great!
DAVID Rnothing
LUKE STruck drove well
JON IAttitude from the Lady helping. She improved once we got outside to disconnect.
David SWe picked up right on time and itt was very affordable
Barbara NLower charge per mile
STEVEN SGreat service, good truck
JOSEPH PEverything is great and the service was great! Jennifer helped me out.
MONICA BI waited inside the lobby for over 30 minutes with no one in the office. I reserved a van for 4:00pm to finally be able to use it at 4:35pm. The tires were 20 psi below what they were supposed to be along with trash stuffed in crevices of the vehicle. Upon returning the van I was informed I would get discounted on the miles just to be charged more than the agreed amount initially. I don't recommend this location!
HANNAH TStaff at this location is excellent
ERNEST SGreat customer service!
LESLIE MBrakes were very spongy. Transmission was hard to get into gear. The truck was very old.
DAVID HLogan was efficient, friendly, and helpful. With employees like Logan, that location will always be an outstanding place to rent a truck, van or any other type of equipment. Logan went out of his way to help me. I appreciate the excellent service. John D
JOHN DReturn the $100 passs she but
CHANCE SNothing. Staff was great and professional.
MICHAEL AVeh, relatively new and in apparently good condition, broke down within two miles of Security Public Storage location (SPS). Called location for assistance and was rudely told to call 800gouhaul. Not being able to make a connection with 800gouhaul I call again called SPS and was they had nothing to do with vehicle breakdowns and to keep calling 800gouhaul. Finally reached 800gouhaul and waited more than 2 hours for roadside service response. Roadside service advise vehicle had no fuel. I was told there would be a $300 charge for the response since running out of gas is a driver issue not a uhaul concern. My mistake for not having checked the fuel gauge at time of rental, I had been told the tank was full and that if the veh was not returned with the gas tank full I would be charged a fee. Once veh was running, ran a short errand and was enroute to get gas and return veh when it again stopped running. Upon exiting veh the smell of gas was obvious . It was clear the veh had a fuel line break or loose connection. Again waited more than two hours for roadside assistance to respond. Fuel line issue was confirmed and vehicle was towed back to SPS. SPS was closed upon return, I had the vehicle for nine hours, more than seven of which was waiting for uhaul roadside assistance. The next morning I called SPS to ensure they understood the veh was towed back to their facility inoperative and with no fuel because the vehicle would not hold fuel. I was advised they were in process of billing for the vehicle having been returned with no fuel. I advised that perhaps they should call 800gouhaul to determine the status of their veh.
FRANCISCO PI need a truck at the last min. So I just walked in. It was so simple and easy and real fast. Quicker then going in a fast food place and getting food. The people that work here were very nice and answered all my questions. Dropping the truck off was just as fast. I would definitely rent trucks again here. Prices was better then what I thought it would be. Good job guys.
PARRIS CAshley made everything easy and was a pleasure to work with.
MARC SGive the clerk lessons in courtesy and let him know what a “custo” is.
PEGGY HThe AC stopped working for me. Temperature was 109 today. I would like some financial consideration for this. The lady at the location told me they do not do that, I’d have to call U-Haul. It’s terrible that the consumer has to track down someone who will accept responsibility for a sub par transaction.
David WThis is the only location I go to. For over 15 years. Great service.
DANYELL LI used a 15 foot truck for a total of 29 miles…. I put in 3 gallons of gas right before I returned it…behind my back, manager still charged me for 3 additional gallons and sent me the receipt…. I want a refund of $15.20 plus tax! I will be contacting U-Haul corporate
SAMUEL CI got charged for 4 gallons of gas. I refilled the gas i used, i only drove 19 miles
ANDREW HWas quick and simple. I only needed the van for an hour so it was perfect
KENNETH Wdidn't have reserved items, was charged for a day I didn't have the trailer.
JARED DI had to ask for the box to be cleaned before I left. Also, the cab could have used a little cleaning as well. I’ve I rented trucks here multiple times and I’ve always been happy with the crew.
DAVID NIn and out, returned my truck on the app. Just walking in to return keys
DANIEL LClean office - nice staff
WILLIAM HEnsure that site associates know which equipment is on the site...
DANIEL WI called at 8:00am to see when they open. She replied 8:30 . I showed up at 8:30 but nobody was there to unhook the trailer. She then told me I was to wait until 9:30 in the parking lot in103* temperature with no shade whatsoever! I voiced my frustration and they then refused to accept the trailer. I had driven 1200 miles in the past four days and I had to put up with this at the end.
STEVEN CKim was very helpful.
TROY WThe person who helped me was awesome. Very polite and professional. My only complaint is that I received a 10’ truck and the inside was dirty with trash in it. The back was full of dirt. I had to clean it out when I got home. The guy asked if I wanted him to clean it out I said no, mainly because they were getting busy and I personally didn’t want to make his job more. The one thing was that it leaked water when we encountered rain. It looked like it must have gotten a new windshield and possibly wasn’t sealed all the way.But I did make sure that when I dropped it off to the new location it was cleaned before I returned it
TIMOTHY HKeep and goin good actitud
ALBERTO D