Customer Reviews for U-Haul Downtown Box Store

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.

Testimonials from recent customers of U-Haul Downtown Box Store

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Tony S. on

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Very friendly staff

D Gill s. on

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To get from the office to the lot you have to walk through a homeless encampment. Also, there is no lone in the lot to assist with questions even during peak times.

Silas B. on

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Your company listed my name and phone number on a different person who rented the vehicle, very bad privacy breach. Please correct immediately!

Steven L. on

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Great customer service! I'll be back!

William M. on

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Erik P. on

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Ana P. on

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Johnson T. on

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The service and workers are awesome. My only suggestion would be to clean the vehicles. My rental had a strong smell of urine.

Mark L. on

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Agent didn't tell me where to actually return the van! Figured it out, though.

Joseph D. on

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Your staff was informative and very professional. Will definitely endorse and use your service again.

Renat Z. on

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Keep homeless away, somehow. The stench is strong.

Partha V. on

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Customer did not leave a comment.

Terrence B. on

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Customer. Service guys were very nice

Jessada S. on

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Zachary C. on

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The U-Haul employee was very kind and accommodating! Great experience.

Henry W. on

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Everything about this truck rental was easy, and everything was straightforward with no surprises.

Erin C. on

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Mark V. on

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Experience using the online check-in is pretty cool and well thought-through. I had not expected this and you exceeded my expectations in how convenient the process was and how well it works!

Henry W. on

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This was the smoothest, most effortless rental I think I’ve ever done. It was perfect.

Xiaodong X. on

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Moving so easy so good.Best thing is reasonable price.

Octavio U. on

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Craig V. on

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Amber S. on

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Check In and see if customer has ever driven a u-haul before and teach them the vehicle.

Judy B. on

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Lori L. on

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Ardres l. on

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Nothing to improve Atención was grate I said perfect... Super nice Coustomer service...

Orlando R. on

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My experience is mostly posistive except that i returned my rental on december 13, 2018 and i was charged until december 14, 2018.

Jesse B. on

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Kevin A. on

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Michael M. on

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Christina G. on

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Both the person at the counter and the person who checked the vehicle in and out were great. Thanks!

daniel h. on

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I was supposed to rent a van at 1515 bryant, when i got there at my appt time the rudest woman said i was at the wring location and that i had to go to 100 valencia—a mile away! Uhaul, ur the most f’d up rental ever! Hiw can u move someone over so far and then exoect that we are at your whim as to our ability to just move to another location! If u think u might run out of vehicles then ask for a damn guarantee! When i got to 100 valencia i waa told all the vans they had were not available for mechanical issues! They offered a truck instead. WTF uhaul! Get it together! Then the truck had about one mile’s worth of gas, yet the paperwork said nearly half! I will never tent from uhaul again, penske is so much better! U s**k uhaul!

Elise c. on

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thomas z. on

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Matthew F. on

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Staff was fast, helpful and friendly. The most difficult part was trying to return on the app and after hours.

James M. on

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This was my first u-haul booking using the app as a new customer. Once I got to the lot and tried to get into the truck, it was only then that the u-haul app asked me to go through an extensive background check providing contact information for references, etc. Imagine standing in a dangerous part of San Francisco beneath an underpass with an iPhone typing to finish signup! Why wasn't think worked out when I made the booking? This is a major issue that should be solved for new customers. Also, the van had a terrible smell and was covered in dog hair: I think a previous customer moved animals. In addition, the van was complaining that it required an oil change. While I am happy with the rate and the service DID work, that issue with signing up is very bad and should be resolved.

Evonne C. on

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michael u. on

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Michael Z. on

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Charge the quoted price, instead of inflating price by 50%. Also respond to customer service requests.

Geno B. on

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carlos r. on

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Shubiao D. on

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Nicholas F. on

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Miguel R. on

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darby e. on

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They charged two credits cards 3 times at different costs and now I can’t pay rent for the new place in full due to the amount exceeded for no reason. Thanks.

BINH a. on

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Should tell customers when they get the car where to return it. Otherwise, a very pleasant experience.

socrates v. on

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Dustin J. on

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Alan P. on

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Don't drive to this location. There is no parking and most of the meters are 2 hour max.

Tevi A. on

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Mary L. on

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Your online check in process is terrible

Cheng C. on

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Andrew I. on

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Kira R. on

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I wish I had known to arrive 30 minutes prior to my scheduled time because I had to wait in line to go through the whole verification process on my phone, which was lengthy and could have been done in advance. The vehicle was good and the drop off experience was much easier.

Dirk M. on

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Van was not clean, but certainly driveable. I dislike the new rental procedure because everything is by smartphone and I hate uploading picture of my ID. Will see if there are other options going forward.

DARRYL W. on

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Im confused on the billing and made two trips in trying to clarify the invoice. By my calculations the bills should have been substantially less. Taking the 19.95 daily rate for 5 days and adjusting the tax accordingly while leaving the other costs the same. I came out with a much different number. Could someone please contact me regarding this issue? Darryl Wienke, 707 295 2022

Daniel M. on

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My main criticism is with the new app, which is awful to use. It's supposed to simplify the rental process, but it does the complete opposite, with unnecessary and duplicated steps. Most people only use rental services like UHaul once a year. If this app is their initial experience with UHaul, it may be their last.

Pauline W. on

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Did not register my return so made me pay for extra time for the truck. Was a nightmare to get some money back. Not explanation on the amount refund, feels like it's totally random. No excuses either on their mistake. really poor service

leroy m. on

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Very professional staff.

Brian M. on

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Customer did not leave a comment.

delio m. on

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The rep didn't offer to aid in booking my reservation. I experienced technical difficulties om website (kept timing out) and he did not offer UHaul phone device to book rental, until after that fact. Not friendly no energy--not to helpful. Taking pictures of me, calling second person to confirm I.D,I know its policy procdure ---it took 45min to an hour to get truck. :(. Drop off was great!

Cathy A. on

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Your mobile checkout service is a joke. I have had several past successful rental experiences, but when using this mobile service, they locked my account. Extremely inconvenient, huge waste of time. Will not consider Uhaul again.

Jordan V. on

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Come to the counter because I don't want to use an app, well f*** you, you have to use the app anyway. After 30min of having to sign up, scan my own id, take a pic of my face, enter my passport information, verify an alternate phone number, and enter the gas level and odometer myself, I finally got the keys!!! Even opening a bank account is easier and faster. I'm moving out, I'm already stressed, don't add some more, please. Anyway, you thought you could save money by having the customer do the job of your staff and replace all of it by an app and an army of low wage monkeys in India. Sorry to tell you I'm never gonna rent a truck with you again guys.

Stephen H. on

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I found the automated check in process to be maddening. U-Haul needed to call two people to validate my identity. A process that Hertz does effortlessy took U-Haul nearly half an hour. I could have used a passport, but they didn’t let me know in advance so of course I didn’t bring one. All this was done on my mobile phone and a call center in Arizona instead of using the friendly person sitting right in front of me. The van itself was in reasonable shape, but the interior had not been cleaned and was wet.

Sheridan E. on

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Customer did not leave a comment.

Benjamin B. on

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The new check in system is beyond terrible! Instead of a 5 minute check out I spent 30 minutes fighting with stupid verification system before they finally overrode it and gave me the keys. How does calling a friend verify anything? Especially when your call system doesn’t work and hangs up before they can answer. FIX THE TERRIBLE SYSTEM! I’ll be renting from Budget next time for sure this experience was terrible. I only rated this location highly because the employees were apologetic and were helpful, and if I didn’t have to use your terrible website checkin system they could have done their job and I’d have been out in minutes.

Zelia S. on

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Trevor B. on

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The truck interior and exterior were dirty. It was acceptable because it's a moving truck, not a limo for prom. The app experience was annoying but the employees in the store we're very helpful and patient.

Gardner C. on

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U-Haul has changed their rental experience to try to make it easier. They failed.They clearly had no user experience people on staff. The website is cluttered and unclear. Once you reserve online it says you can finish in store. When you get to the pickup location they require you to fill everything out on your phone via their website or an app. This required TWO verification steps via text and email. Photos of myself, drivers license, and other personal information. Then they had to call someone I know to verify my identity. Then I had to walk out to the lot take photos of the car, then come back and get the key. It was easy to call and extend the rental, thank goodness I didn't need to use their website. Returning the vehicle was easy (although no after hours return), no app needed, I was told I would be emailed the receipt. No email came. I had to call for them to send me the receipt, but it was only for half of the rental. This was the polar opposite from renting on Getaround, which is a seamless customer experience (I do not work for them). There was another customer going through the same thing while I was there and they were equally frustrated. I will never rent from U-Haul again until they fix this experience or there are no other options.

Mark W. on

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I really appreciated the way that all the employees at the Downtown San Francisco Valencia St. location were nice, helpful, personable, and gave 100% towards providing excellent customer service. Every interaction I had from my first phone inquiry, in the store, and later, on the phone when I needed a solution to a problem I created was excellent. Thanks Y’all.

CHRISTOPHER G. on

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their parking lot is uneven and treachorous. trucks should be taken out of yard and brought to office area. instead of dispatching vehocles close to office lot those vehicles are left and customer has to walk down block to get truck. their lot attendant should bring vehicle to front for customer instead of pointing rented vehivle out to customer from another vehicle they are trying to manuver around small lot. poir service

Huan P. on

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Make the check-in process easier. I think that if your photo matches the drivers license it should be enough verification, especially if the customer has a history of renting U-Hauls already. Needing to get a second level of verification made me late for my appointment.

Matthew M. on

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Online check in sucks

Andrea O. on

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Customer check in process was unnecessarily long & laborious (took one hour with only one other also irate customer checking in; we had to take on the spot photos of the car, the odometer, where the vehicle was parked, the driver, etc; the driver had to be verified by phone; we were expected to have a lease agreement or proof of billing on hand for identity verification). Unhelpful U-Haul personnel claimed they were aiming to be more like Zipcar or GetAround. If so, U-Haul really needs to get its shit together because those services offer smooth & efficient check in.

Damen R. on

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Ariel G. on

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Chuck W. on

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I do not like the way self contract done by the customer, it Is not faster

Richard O. on

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Reese M. on

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Why must everything be done in the app? Your employees have computers in front of them so why can they use those? Customer should also know that if their chosen contact cannot be reached you're out of luck unless you have your passport. I've understand the extra security but let us know what our options are ahead of time.

Dennis W. on

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Not the best of locations, but adequate. No parking for personal vehicle. Entrance/exit to parking lot where rental vehicles were located only large enough to fit one vehicle and was blocked when I tried to return the rental.

Jason H. on

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The new process has a bunch of problems. It used to take me 3 minutes to pick up a van. Now it takes about 15 minutes. During the checkout process, the representative behind the desk was on his phone the whole time. He didn’t attend to me when I was in line, and then he was hesitant in his assistance when the website had issues. When I picked up the van, the fuel level was wrong. This never happened with the previous pick-up process. I was supposed to do a walk around of the vehicle. It was backed up all the way to the parking lot wall, making it impossible to see the back. The bed of the van and the passenger door were both very dirty. The furniture I transported is dirty from the bed of the van. Upon return, the website tried to charge me for the cleaning fee because I reported it. I suspect this is the original cause of the issue. Overall, service is now slower and worse in quality than it was two months ago at the same location. Upon return, I was offered a refund for the gas for my 8 miles of driving. No other reimbursement was offered for the dirty state of the van. I will still be using UHaul because there’s no other option from my apartment. However, I wanted to let you know that service has degraded and there are lots of easy improvements that can be implemented. Sincerely, Jason

Rae M. on

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Harrison H. on

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Kevin M. on

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Your website is terrible... constantly running into errors and even a cancellation for no reason. It would be a service to your customers to allow them to do this in person. I had to walk back and forth 3 times between the desk and the truck to do things like take pictures, get keys, only to realize the rental wasn’t what I had selected. I was frustrated and just took whatever as I was on a time crunch. The truck rental had a mechanical warning light on, and the associate seemed unbothered by it.

Maryann H. on

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i received a bunch of emails and texts from uhaul in advance of my reservation, but none of them mentioned the need for additional verification. i could've easily brought my passport or had an alternate contact ready if i'd been told in advance to do so, but i wasn't told these were needed. also, i really didn't appreciate being told to check in and go through a long check-in process via an app when i was already in the store and talking to a clerk. the check-in process took a long time and it was onerous. there was a bunch of damage to my vehicle that wasn't marked by Xs, and i couldn't see the whole vehicle to capture all the damage before i had to click through to the next screen. the vehicle was parked in a dark area and it was so close to the other vehicles that it was impossible to see all of it. overall i was utterly underwhelmed and am very unlikely to pick uhaul for my next vehicle rental need.

Robert S. on

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The insistence that customers have to use the online checkout system is incredibly annoying. I went through the whole process when I originally made my booking via the website, uploaded documents, filled out stuff and then was told I had to do the entire thing again. It took twice as long as having someone walk out with me with a piece of paper and the key. In addition the truck was dirty and had a moldy banana on the dashboard. Finally, when i dropped it back i was told I would be sent a receipt, which I have not received. Very unimpressed.!

Eric P. on

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Professional and always very helpful

Andrew Z. on

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Initially, I was trying to pick up my U-Haul vehicle using the self-service option at 704 Steiner St. The vehicle was not available and I spent a while trying to figure out why I couldn’t pick it up. Eventually, U-Haul customer service transferred me to the 100 Valencia St. location. I think U-Haul should have reached out to me first, telling me that the self service vehicle was not available, rather than me trying to hunt it down.

Christine S. on

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The vehicle was left with less than a quarter tank, there is NO parking available in that neighborhood that isn't metered so it's extremely difficult to park - and I could not leave my car there at U-haul apparently. The truck was kind of dirty inside. And your supposed quick mobile app check-in took me 30 minutes. I never want to use it again. Return of the vehicle was super easy though.

Oziel D. on

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Customer did not leave a comment.

Rhett J. on

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Signing in using the website is incredibly inconvenient and there were 4 other customers using their phones all at the same time. The representative was just standing watching when everyone was signing in and couldn’t help people. I think signing in online is time consuming for the customer and incredibly inconvenient.

Hayley C. on

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App does not work! Booted me off over 4 times. took me 1.5 hours to get my vehicle I had reserved a month ago! this has happened every time since switching to the app.

Sam H. on

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The people were very nice, and their customer service was good. I don't normally write reviews, but I thought it important to write the following. The employees all seemed like good, helpful people. The check-in system by phones, however had every customer there extremely frustrated. At one point, the customer service agent was juggling four people's cell phones to make it work. It lead to a lot of anguish directed at employees from other customers, and it was unfair. The check-in system is rough, and needs to be changed for the satisfaction of all. I understand the impetus, but it is significantly worse than even manual check in by the employee.

Ryan A. on

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Forcing customers to use their own phones is probably the worst business model of all time. Why pay workers when the customer has to do all the work? When something goes wrong, the employees took my phone out of my hand and started working from there. What are the computers for???? This was a miserable experience that I hope to never repeat. Next time, I will use a different company. I heard Penske is great!

Lulu L. on

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Customer did not leave a comment.

NICK D. on

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It was convenient. But I would have appreciated a fast app because they made me use the app to make the reservation and it clearly had significant delays in UI.

Michael S. on

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The entire team was extremely accommodating to my situation. Would highly recommend to anyone.

Gabriel C. on

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Your coverage is a scam the mirror broke and you charged me for it I have my own insurance that has a better deductible. Also I’d like to see the actual repair cost on that mirror.

Matthew L. on

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My initial reservation was changed to an hour later, the day before. The "self check-in" process was cumbersome and wasted 45 minutes of my scheduled time. The only saving grace of this whole experience was the sweet man working the front desk. Next time I will use Getaround and going to Yelp this disappointing experience.

Daniel B. on

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The U-haul app sucks. Don't ever try to use the 24/7, off site rental. We spent an hour trying to get it to work, and gave up. Ended up having to go across town to this location to get a truck.

Jeremy H. on

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The people working there are very friendly. The new process to check in is very inpersonal. The WiFi in the store is slow so you have to wait for everything to process on your phone. While the two workers are sitting there at the counter. They try to help but they could already checked two people while waiting on the phones. The vans are filthy. When I first started renting from there the vans were so nice. Now they seem to never be washed and there is always crumbs or something sticky in the cup holders it seems like. One of the vans had something sticky in the cargo part. The van I got this time had less than an 8thof a tank of gas. I was already running late because of the check in process tool so long. Then when I ask how come there was know gas they said that is how the last customer left it. Can no one go put a little gas in it for the next customer when it is returned like that. I returned it with more gas but I didn’t get any money back. Thanks,

Charles B. on

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Your check in process combines the worst of technology with the worst of in person customer service: 1. I was upset that I could not check in in-person. I was in the store for 30 minutes trying to check in online with minimal help from the front desk. They should have been able to check me in in person. 2. Whoever I was messaging with through your website was not friendly, and not helpful. It was unclear whether they even wanted me to rent a car from you as they made it so difficult and were so unhelpful. 3. I had to take a photo of my drivers license 5 times! This makes no sense. 4. I had to provide 3 seperate phone contacts for them to call before they would rent to me. I did not see this anywhere on the website so was unprepared to do so. Honestly the location, price and equipment were all fine. The check in process makes me never want to use your services again, and I will tell everyone I know as much.

Eugene W. on

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Customer did not leave a comment.

David A. on

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Billy J. on

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The customer scrutiny at onset was protracted and unnecessarily burdensome.I was charged an additional $12.93 for no apparent reason. Vehicle was not clean upon my renting it. I mentioned and photographed that online during initial inspection. The onsite personnel seem especially nice.

Roquelito N. on

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- wash your units..inside & out - first impression is everything and they last - not all are technology savvy especially old people

Otto B. on

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None

Jesus A. on

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Was billed an incorrect amount (again) Can't seem to get that part ($$$) right

Evangelos Z. on

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No improvement needed. I would just like to say the staff was very friendly and helpful.

Alejandro M. on

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The mobile check in is not to my liking.

Ualtar O. on

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This rental began with a call to the Bryant St Facility transferred to Valencia Street but was answered by the national call center. (They took the reservation before telling me that.) Over the course of 4 days I dealt with 5 or 6 different people, each of whom gave me different info. For example, I was not told that the reservation would be cancelled if I was 30 minutes late picking up the van until the day of pickup. All staff were polite however the overall experience was quite unsatisfactory.

eddie a. on

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Cargo van was dirty inside & outside, gas reading was less than what was indicated on the printout.

Teddy G. on

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Customer did not leave a comment.

Randall V. on

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Cliff C. on

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6:58 AM (0 minutes ago) The website is difficult to use and the check in process is ridiculous. I will look for alternative rental companies in the future.

Sterling P. on

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The van was filthy and covered in bird shit. You have to walk through a horrible alley filled with the mentally insane to find your vehicle.

Michelle Z. on

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The mobile check experience was HORRIBLE. I’ll never go to this location again!! Have to rescan my drivers license once on site and also provide a reference for who I am?? WTF? And you have three people behind the counter who can’t do anything to help. Why do you even have employees if I’m forced to do everything myself. This experience put me in a bad mood all day. NEVER AGAIN!!

Steve Y. on

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Customer did not leave a comment.

Christopher S. on

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Improve Roadside Assistance department.

Tim N. on

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Kyle S. on

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Melanie B. on

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I liked the people that worked there, very helpful. The mobile check-in process was too much. I feel like you should still keep human resources to check you in.

jiesheng L. on

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Customer did not leave a comment.

Luis M. on

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Shannon L. on

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I HATE the “quick” self check in. It’s not quick, easy or convenient. There are two guys sitting at the store looking bored! self Check in should be an OPTION not required!!! Seriously it’s a humongous drag!!!

Mark R. on

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That sign up service online is pretty brutal and clunky. It takes way longer than a human experience

Kevin D. on

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You halls

Eric A. on

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Late fees are way too high :(

David S. on

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The general manager Addy was most helpful & very efficient. I recieved my rental vehicle within 10 minutes.

Craig J. on

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The multiple step check-in process is onerous and very time consuming. I will do my best to avoid this process in the future. I understand using a different U Haul location (Bayshore) solves the problem. I'll travel a few miles out of my way to rent in the future.

Tom E. on

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These people are awesome, the location is very convenient, and the equipment is clean, new, and in good shape. I don't know what they can do to improve for the next customer. They run a good business.

Lior S. on

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Check in was complicated and long (link to take photo didn't work properly)

Andrew c. on

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Customer did not leave a comment.