Customer Reviews for SF Express
(U-Haul Neighborhood Dealer)

Rating:

1.0

Main person contact is unhelpful and shows little respect, failing to provide essential information such as the PIN. The location is excellent, but third-party associates seem virtually nonexistent, and there is no customer service whatsoever.

Rating:

3.0

Clearer communication about the exact location, SF is an office that was closed on Sunday, the parking location was not clearly explained.

Rating:

1.0

First, I checked the option because I wanted to receive the vehicle from the office, but the office door was tightly closed. So I had to change to online check-in and find a car. Second, I chose the Dolly cart option, but it wasn't in the car as expected, and the office was also no one. However, the fee has been paid.

Rating:

3.0

1) I used the self check-in and check-out, so I didn't really use the location. 2) When I started the app, it told me that "equipment has not been delivered to this location" and for me to phone assistance. The woman who helped me through the app was very helpful. She did something and I restarted the app and all was good. 3) The only real issue I had was that the van I rented was parked behind the building of the address the app told me to go to. I was at the address (a largish shopping center) and it was not not obvious at all that the vehicle would be behind the building. As I stepped through the check-in app the actual location (behind the building) was finally revealed to me. 4) Overall I would use U-Haul again.

Rating:

1.0

Pre-booked as always, but my booking didn’t exist somehow and we had to redo the whole process in person once we arrived. I opted out of the CDW but was signed up for it and charged extra anyways; I didn’t notice until afterwards. No way to dispute.

Rating:

3.0

Took 90 min to access it because U-Haul team refused to help me out

Rating:

1.0

uhaul was the worst. first and absolutely last time using you guys. it took me almost 2 hours to actually get into the vehicle because the app and website was SO slow and lagging. when i called in the rep couldnt help to get into the vehicle. she said everything has to be done via app or website when your website is taking forever to load one page. rep also mentioned its based on which area im located, its because of my phone service being slow and thats why the website is not loading..what a terrible thing to say to a customer. myself and 3 friends also tried and everything else is working with normal LTE and just your UHAUL website and app is slow. also returning the vehicle took 30+ mins because the app was being slow, and i had to wait there just for the pages to slowly load. also you guys charged me for 2x utilities dolly when they were not even available so i couldnt use it.when i called in the rep again said its based on availability and not guaranteed. whats the point in reserving 4 weeks in advance? he said he’ll cancel the charges but i was still charged for everything.

Rating:

5.0

Was worried after reading previous reviews but it was smooth sailing and no issues. The description of the place is not comprehensive and may be hard to find for those not familiar with the area, the car park is at the back of the shop. If you park your car in front you need to walk around the side to the back parking lot.

Rating:

1.0

attempted to drop off the equipment after hours. The Instructions were unclear and the location was unclear and hard to find.

Rating:

1.0

I was over charged for more than $50. I called to get the refund, and have not received after 10 hours! Very disappointed

Rating:

1.0

i had problems releasing the equipment on the app, i kept trying to contact support for over an hour, the car i rented was dirty and the equipment i rented was incomplete

Rating:

3.0

The application of U Haul can be used properly as I can't upload the photos properly as required and that brought the problem I can't finish the online check-in myself. Pls check and fix this problem as I tried face this problem twice as I've used U Haul services for twice.

Rating:

1.0

Have someone there who understands what they are doing with the trucks, payments and booking system. Make the location better, the office was hard to find and an uncomfortable environment

Rating:

1.0

They do not come out to check the vehicle with you. I let them know that they printed the wrong fuel level on the contract and they just told me to send them pictures and they'd handle it. They did not handle it and I am left with a $115 fuel charge, even though I left the tank with more gas than when I picked it up.

Rating:

1.0

Uhaul neighborhood dealer is only a good idea if dealer can be physically present to help you. Unfortunately I am not able to get personal help as dealer told me to pick up truck using mobile app while dealer is at home on Sunday morning. On dealer and uhaul website both showed that this dealer is opened on Sunday morning. I struggled to register the app, took me 1/2 hour standing outside. Lucky it was sunny. If it was raining, I would it cancel it on the spot. Also the app direction is inaccurate resulted calling uhaul anyway. Overall experience, actual physical dealer should be presented, instead telling you customer to do mobile on the spot.

Rating:

1.0

We waited for 2 hrs longer just to pick up the truck on the location. It was stressful experience indeed.

Rating:

1.0

Owner was very rude, no parking for my vehicle, difficult to find, just a bad experience

Rating:

4.0

Had terrible customer service experience with marine drive location. I made a reservation online to rent 10 ft for 24hrs and my friend drove me all the way there for them to tell me that they didn't have a truck for me, because there's another reservation for that truck at 11am and I can't have the truck unless I'm willing to return it at 1030am. The person at the counter was rude and prioritized the next day reservation eventhough i have reservation to have the truck for 24hrs. Uhaul then sent me to the Burnaby location which was what I selected in the first place since I live in Burnaby.

Rating:

2.0

There 're no pads in the truck. No showing location and address of park lots. It's not effective working U Haul app well, that why it took a long time to pick up truck, around 1 and half hour late.

Rating:

1.0

TRUCK DID NOT HAVE PROPER TIRES. IT SNOWED AND VEHICLE WAS VERY VERY RISKY TO DRIVE. IT WAS SLIPPERING, ABOUT TO TILT BECAUSE OF NO STABILITY AND TRACTION ON THE DOWN HILL ROAD. EXACTLY DROVE 44 MILES BUT GOT STUCK IN TRAFFIC FOR 8 HOURS. ROADS WERE BLOCKED, HGWAYS WERE JAMMED.THE ENTIRE VANCOUVER CITY SUFFERED. VEHICLE STOPPED TWICE ON THE WAY . HAD TO WAIT AND PUT THE SELF ON NUMEROUS OCCASSIONS.. PLUS I HAVE BEEN CHARGED LATE NIGHT EXTRA FEE FOR LATE DELIVERY. NO PROPER TIRES ACORDING TO THE WEATHER CONDITIONS. GOING TO DISPUTE MY CHARGES FOR THE WORST SERVICE THIS TIME. I HAVE USED YOU GUYS ON NUMEROUS OCCASSIONS IN THE OAST BUT THIS WAS A NIGHTMARE THIS TIME. I EVEN LEFT ALMOST 8-10 LITRES OF EXTRA FUEL COMPARED TO WHAT I WAS GIVEN, BUT I WAS NOT GIVEN ANY EXTRA CREDIT FOR THAT.

Rating:

1.0

To start, the location of the store was not well marked, had a hard time finding it. Then, unfortunately, the experience only got worse. The lock on the box of the truck couldn't be opened by the shop employee, I had to assist, and it took multiple phone calls and directions from someone else at the store to assist us in opening it. This took approx. 20 minutes, and could have been avoided if the lock had been maintained (it was very stiff to turn the letters, and the staff member was trained on how to operate it). Then we went back to the office where I was told they couldn't give me the truck even though my paperwork was all completed because the truck had to be checked out by the previous renter through the system and they were experiencing difficulties. I waited while the employee was on the phone with various people (UHaul included), for an additional hour while they sorted this out. It was the worst experience I have ever had. The previous renter of a vehicle should not impact my rental and make me wait a total of an hour and a half after my pick-up time was scheduled to receive my vehicle. The store owner didn't put my additional rented items in the truck for me (trolly and dolly), I had to do this myself. Then I get into the truck and it's almost completely out of gas, which is unacceptable as I had to fill up at the closest gas station before I could even start my trip. I had staff waiting on me and the truck rental for 2 hours, this cost me huge delays and money while everyone sat around and completely wasted my time. This was the worst experience I have ever had with UHaul, I will never return to this location and will be considering finding alternative truck rentals in the future due to this dismal display of customer service I experienced.

Rating:

1.0

I’m overcharged by $60+ Just by mistake. At the time of pickup no verbal instructions regarding extra charge so i ended up paying $100 although i should’ve read contract but the guys should inform verbally about extra charge as well.

Rating:

2.0

Because the previous customer did not complete the online return procedure there was no vehicle assigned to me to rent. I had to engage the attendant to rectify this situation. Communication was difficult. I found this experience very frustrating. As a result I lost an hour of my allotted time.

Rating:

2.0

Uhaul had 2 different addresses for the pick-up location and none of them were correct, which delayed our pick-up by 1 hour as we were trying to get a hold of someone at the site, we were sent to the wrong place, and no truck was available.

Rating:

1.0

Hi, I need a refund as the trolley was not put in the truck. I need the refund accordingly.

Rating:

3.0

I made a reservation for a different location and at the end the truck wasn’t there First Lady said I received a text and second guy said a mail and I didn’t receive any! The location got changed with any approval by me, you guys just assumed it was ok to change it. The guy (manager) at the phone was useless just saying he was helping me by sending me to the other location. So unfair and unprofessional from uhaul

Rating:

3.0

Dolly that I requested wasn’t available due to which I had to get it from another location which took extra time.

Rating:

1.0

I reserved a 15 feet truck with a ramp online and when l got to the store they gave me an expired code. I spent more than 30 minutes trying to get a new code without success. I was given a 10 feet truck instead without a ramp and they said they will adjust my price of which l was still charged for the 15 feet truck. I need my refund back. The agent was very rude and didn't do anything to resolve this matter

Rating:

2.0

I asked for the furniture dolly and it was not in the vehicle. So I had to move my furniture by my hands everything that made me really exhausted. The lady who owner of SF Express was rude and not professional at all. Also, U haul just changed pick up location without telling or letting me know. I had to confirm it twice before picking it up.

Rating:

3.0

Didn't receive my dollies and automatic pickup didn't work. HOWEVER, I made a call to 1-800-GO-UHAUL, and the agent that helped me was incredible. Patient, understanding, and super helpful.

Rating:

1.0

worst customer service i ever had in my life. 1st your explanation on how to pick up the truck is a fucking disaster. 2nd. the truck was parked at a different spot. 3rd I couldnt log in... had to wait on a fucking call for 50 minutes to be able to grab the fucking truck. 4th the truck was open and there was a fucking homeless sleeping inside of it.... 5th the lady at the call who DID NOT HELP ME AT ALL. i believe she didnt want to work, seriously. the lack of will in support was massive, she even left me hanging and transferred the call.. Overall uhual u suck, FUCK YOU BIG TIME for the level of stress i been tru. fuck this shit.

Rating:

1.0

Please train your new employees/apprentinces on how to address and/or escalate an emergency situation to best support the customer.

Rating:

1.0

Location was closed when I arrived, I called the number at the door, but they were not able to provide any help; they just told me to call UHaul call line. The mobile app and the website verification didn't work for more than 30 minutes. I had to spend a lot of time and energy chatting with your reps in order to get the access code for the truck. And even when I managed to get in, it turned out that the dolly for moving the large items wasn't included, even though I specifically requested it and paid for it. After complaining to your rep over the phone, they told me I'll need to carry large items as you cannot guarantee that items outside the truck itself would be available. If that is true, then it is very unprofessional on your side. You need at least to set the expectation when someone is booking those items. I relied on having it for the move date, so I can transport larger items. If you have clearly told me you cannot guarantee the availability, I would rent it somewhere else, or maybe even purchase it. My overall experience with the location and the UHaul, in general, was very negative! Next time when I need to move, I will try to find another services for it

Rating:

1.0

Pathetic experience where the crew was not experienced and did not tell us about that we have refuel the vehicle and we were overcharged

Rating:

5.0

I think that they don't care your customers like me. I picked 15ft truck up first time and returned it same location on time. Also I tried found how to check out by online, but I couldn't. So I called to SF express and noticed them I returned the truck , and she talked me I will check out soon, but she didn't. She checked out next day morning and you charged me rental fee of two days. Because she didn't care of your customers like me. So I think you should mention to them about this incident for preventing this kind of incident again. Anyway, you should check it and make me happy. Thank you Uhaul.

Rating:

3.0

Educate vendors better on how the self check in and check out works. Vendor told me to simply call when i was done, when it easier and quicker to go online.

Rating:

1.0

This was one of the worst customer service experiences I have ever had in my life. I arrived on time to be told that I had to go away and wait (in a very rude manner) for the staff to assist her own clients with her other business out of this location. Then I was told to do my own self check in and pointed me to go around some random corner in the back alley of some parking lot to find a truck somewhere. When I found it and tried self check in, that did not work so I called Uhaul and the nice lady I got informed me I could not do self check in because that staff had not signed out the previous person. Then after trekking back upstairs to that business the person was still helping the other people and continued to be rude to me telling me to wait and then the Uhaul rep asked to speak with her to tell her its part of her job to help me check in. I then went back to the truck to try to get in and again was having problems. One hour later and 3 trips back and forth from the business to the truck, the lady finally helped me and I was literally in tears from the stress. Also this ruined my moving schedule and had to call all the mover helpers and the place I was moving into to let them know I was running late because of this issue. I will never ever ever again use this place for any of their services and I highly suggest you use another dealer because this lady was an absolute nightmare to deal with.

Rating:

1.0

The lady who was working that day, March 25 at that location didn't even help us get the code for us to open the truck. I did the mobile check in and the last time that I need to do is to get the code. She told me that she dont have the code without even going to her computer to check my profile and see if she can extend her help. He has no empathy at all because I told her that I am on hold on the phone for more than 1 hour. She said that they are going home and they can do anything about it. Very bad customer service at all. This is my first time having been treated like that after using Uhaul for a long time

Rating:

5.0

It’s was Excellent, Especially the truck is very Comfortable to driving, and all the guys was helpful. I just thank you very much everyone.

Rating:

1.0

Absolutely the worst experience ever. No one answered the phone. The pick up location was changed twice and was charged for the mileage due to the extra distance from the moving locations. Very upset.

Rating:

1.0

the lady in the office was not helpful at all, and the check in process was a pain. The lady refused to check in at counter and kept saying i have to call the uhual number. Called the 800 number 3 times, have to wait 10+ mins for each call and got hanged up by the phone rep. Finally the 4th call went through but the lady has no clue what is the passcode and she has to spent another 10mins to figure out.

Rating:

2.0

Price is good but overall experience was not good. Very little support from onsite rep. Was given wrong lock code which wasted about 1/2 hour in the cold weather trying to figure out lock. Would not recommend unless there was no other options.

Rating:

1.0

If your location from the cellphone doesn’t work you probable will have some problems with that location.

Rating:

1.0

1. Terrible service I've met. I appointed “Counter Service” and arrived before 12:00, but the staff asked me contact with the U-hual instead of them. It waste me almost 30 minutes to call your toll free number. Finally, I accessed my U-hual account and update my DL and credit card again, then the staff started to help me for the following procedure. I'm wondering why I should provide my driver license and credit card information again since all the information have been updated when I made the appointment. And the staff at there didn't give my any usful suggestion at the beginning. 2. There is a question about my bill. I don't understand why there is "after hours service fee". I booked 5 hours and use the truck from 12:45 to 17:15 in the same day. Why I should pay for this and what's the reason for this charge? I have asked for the receipt when I returned the truck expecially the dolly to their office, but the staff told me there is no receipt and no one asked for receipt before... The receipt was sent to me by email on Dec. 8, 2021. I'm sure I can find out all my record in your system, but I can not accept the "after hours service fee" in that spot.

Rating:

5.0

Nothing, everything it was good. Tx.

Rating:

1.0

The person in the office was so rude and unhelpful. I asked her that I'm her to pick up my truck and she just go outside and call uhaul. She didn't even mention where the truck is parked. I had to call uhaul and stay on the line for 30 minutes to be able to find the truck. Also a day before my booking I called uhaul to change my reservation time and someone told me that this location will open at 12pm and they changed my booking from 7 am to 12 pm while it was a 24/7 location and I could pick it up by phone at any time. Moreover, the lock on the truck was so horrible, I had to deal with the code for 5 minutes each time to be able to unlock it.

Rating:

2.0

Unable to get a hold of the shop owner for my designated pick up time.

Rating:

1.0

The representative didn’t even know the basic ms of her job. Because of her I had to pay extra for nothing and she doesn’t know anything, all she said was “Contact Uhaul”. It was a disaster and I hope I never ever get to use this terrible services again

Rating:

2.0

Reserved for 10am. Place was closed when we showed up. Then we couldn't get into the truck because they gave us wrong code for the lock. Didn't end up getting the truck until much later. Couldn't return properly as the uhaul app was malfunctioning. Interior was dirty.

Rating:

1.0

Furniture dolly not provided, but was charged. They are not open even though they say they are open. Avoid this location!

Rating:

2.0

I ordered a furniture dolly and 1/2 dozen blankets. They were not provided.

Rating:

1.0

Compared to other locations this location had no idea of what to do it was very difficult to communicate and also none of the online services worked like other places

Rating:

1.0

absolutely terrible system!!! would not recommend for following reasons: -customer service support is shit. on call for hours just to get an answer that I dont need. -The mobile pickup-drop off app is so shit, if your gps doesnt work , or the photo isnt uploading etc, doesnt let you progress to drop off the freakin truck.... -the passcode to the lockbox was NOWHERE TO BE FOUND on my account!!! I was locked out of my truck by accident and i didnt know my passcode, had to call customer service for hours just to get a stupid code. not even the chat option could answer my question. whyyyy -the KM is not auto-populated and you hve to submit an estimate?? -I made a reservation for a 9' truck two days before but they called me changing the truck to a bigger size???? when you book reservations, you are reserving/saving the truck!! no compensation for this even!!

Rating:

1.0

This is the second time I ordered a uhaul with dollys and furniture pads that I did not receive. I already spoke to a rep on the phone when I picked it up and mentioned the truck was empty and I really needed dollys to make moving faster and easier and he said the charge would be removed. It hasn’t been! That made moving a lot harder and longer without the dollys so I honestly don’t think I’ll be using uhaul again. They changed the time twice on me too… so I had to move in the hottest part of the day

Rating:

3.0

I originally haven't chosen this location but U-Haul transferred it to there without my consent. Truck didn't have dollies nor blankets as I reserved. U-Haul confirmed online pickup through cellphone but failed when I arrived there, showing a message for hand delivery. The lady who works there was very helpful on the phone that luckily I could reach out to help me with the pickup.

Rating:

2.0

I booked a dolly with a truck 5 days ago before picking up day, but still no dolly in truck, and nobody tell me.

Rating:

1.0

So many things. My order was mismanaged constantly: someone messed up my order and set it to hand pickup, when I had clearly chosen online pickup. This meant I couldn't pick up my truck at 10 AM because the location wasn't even going to be open for another -2 hours-. Nearly an hour was wasted on the phone with your customer service because they kept randomly dropping my calls (suddenly hanging up). When they finally helped me with my pickup, your app wouldn't even work (photo submission was greyed out). So even that had to be done again by phone, so even more waiting. And then we found out that the phone rep who manually entered in my pickup info didn't check the fuel meter options and had set it to full on my contract... But my truck only had 1/8 of a tank in it on pickup. So not only did I have to fill it up ASAP (it almost ran out during my first drive), but later on your system tried to charge me for not filling it up (even though I did and had emailed proof) AND for an entire full tank of gas. To make matters even worse, when I dropped off the truck your app once again wouldn't work -- same issue. But this time ALL your customer service lines were down for the day. Seriously? You will let people drop off trucks at night but not make sure they have customer service help to do so? Ultimately I had to use someone else's phone and only use the mobile site, not the app, just to get it dropped off. And then not accept the incorrect fuel charges. And then once again dispute them 2 days later so I wasn't charged an insane amount of false fees... Horrible experience.

Rating:

1.0

I reservation for uhaul was from 9am. But i got my uhaul 11.30 I didn't get my vehicle unlock code online and uhaul company were not pickup there call and also sf express (the company from which the uhaul is tieup with, the office was closed in office hours. And also I didn't got extra time as I got 2.30 hrs late from the schedule time. Overall it was the worst service.

Rating:

1.0

I was expecting my reservation 15" but I was told that was not available so I had to take 10" without any of the equipment that I reserved. I was so disappointed!

Rating:

1.0

Could not find any truck for mobile pick-up and office was closed although it was was business hours. Had to make several calls. Took 1.5 hrs in pickup.

Rating:

5.0

NO SMOKING IN VEHICLES!

Rating:

2.0

You guys overcharged me. I dropped it off on the March 13. You guys charged me till the 15th

Rating:

1.0

this location charged me 167 dollars... this was my the worst uhaul and expensive uhaul service location...

Rating:

3.0

Keep business hours updated on holidays

Rating:

1.0

I requested a furniture dolly and it was not provided. I have to lift furniture with my hands. Very bad experience.