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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Yi P. on

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Customer did not leave a comment.

David R. on

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Verification process was time consuming, particularly the two phone calls because people don’t pick up calls from numbers they don’t know. The self service aspect was supposed to make it more efficient but it was frustrating that it took so long to document the status of the car. Employees at this location were unhelpful.

Rebeccalyn B. on

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I was authorized for a 6pm drop off using the 24/7 Truck Share app. However, when I tried to return the vehicle, and completed check in using the app, I was told to put the keys in a drop box . . . that does not exist at that location. (In fact there as signs saying no after hours drop of is allowed, and the location closed at 5pm yesterday.) I was one of three customers having the same issue at the same time. After about 20 minutes on hold for an agent, and another 20 minutes trying to resolve the issue (with a generally helpful online agent), I was informed that my only option was to take the keys with me to Oakland, then make my way back to SF Monday to return the keys (resulting in three hours of unnecessary travel for me.) I was also told I could return the keys at any time Monday since this was UHaul's error. I was told I could not keep the vehicle to make the transport since I'd already completed the return. Then, I received at call at 7:15 this morning saying I needed to have the keys back by 1pm, from someone who had clearly not read the notes in my file. I have had generally good experiences with UHaul, but I've requested a full refund on this reservation due to the extreme inconvenience and my time required to return the keys.

Nicole B. on

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The representatives were amazing. My problem is with the online process - you should tell customers to arrive 30 minutes prior to the actual booking because the self-check in takes so long. It was incredibly conveldued and didn’t need to be. I really would not use this location again because of the online process. To be honest, I may even go with a different provider next time because the experience was so frustrating. I don’t understand why I have to do self-check in if there are employees sitting there, it’s so inefficient and frustrating. Please consider revising this “business” model.

Doug R. on

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Absolute worst checkout experience I've ever had. There was also a used condom in the truck.

Andrew J. on

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Check out was excruciatingly slow. Should have told us to register on app when we reserved. Or had the ability to do a manual work around when app was slow. Overall, a VERY unsatisfactory experience

Jennifer N. on

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Friendly fast

DOUGLAS R. on

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Be sure when reservations are made they are reviewed for dates of pick up and drop off and location. I was scrambling in my pick up day with a mix up in locations. Not fun

joshua H. on

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Customer did not leave a comment.

Albert E. on

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friendly and fast service.

Jamshad i. on

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Maintained

michael p. on

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The customer service was outstanding. As you know, moving is stressful And can make one a tad out of sorts. Everyone was so patient and helpful! I will be back when it’s time for the big move. Thank you

Will P. on

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Roy D. on

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Monica T. on

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The truck was filthy inside and out. There was pet hair, smell of cigarettes, stains, sticky steering wheel. It was kind of gross.

Jennifer H. on

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Slow to nonexistent 'service' - went to location since it was supposed to be staffed, but was directed to create an account on my phone and had to do the set up all myself, including finding the truck in a crowded lot. Had to also call to get someone to take the truck when I was finished, no one in lot. The only 'help' we received was when I purchased two blankets for cash and then found the clerk had also double charged me by adding them to my online order, along with a dollie. No thanks!!!!

CHRIS C. on

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Staff very competent and courteous but are forced to implement new online checkout procedure. It is so much more difficult than before. The steps are never ending

babak b. on

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for a 2 hour delay they charged for a whole day.

Adam C. on

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The online check in process is garbage. Why do you need the phone numbers of two other people that I GIVE YOU to rent a truck? You don’t need to know about my friends or family or call them from a call center. You are renting to ME not them. I have a drivers license and credit card. That is all you have ever needed. You want my passport for a cross town move. What are you thinking? The delay in waiting for a rep to respond to chat messages and call my contacts was absurd. Your web site couldn’t take photos with my iPhone 7 Plus. I had to restart the whole process on a U-haul phone. I had to reset my account password from my phone because I created the account on my laptop. The people at the store were as nice as they could be. That was the only positive aspect. Fire your online check-in product manager. Fire them. You wasted an hour of my time and lost my business forever. Budget, Penske, anyone but U.

Jeffrey M. on

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Awesome and easy to drive!

Jacques T. on

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a few things. First comment. I use to like u-haul very much. You are making it hard now. 1- your new tech app system is a waste of time. It use to take me 10 minutes in the non app tech way to get my vehicle. It took me 30 minutes today. All the non sense about taking pictures and all, yikes!! 2- nothing negative to say about the staff. They were helping me with the app. Thank goodness for that. 3- you have my credit catd, my drivers licence. Then you ask for 2 references. Is that a joke .. what does that do. I could give any name & tel # , what does that prove? 4- there is a note that even says that i could provide my passport. Why?? 5- pick up truck was dirty dust , mud and on. Hopefully i will not have to rent from u-haul ever again.

Anselmo E. on

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I think you are doing very good.

Robert Roland A. on

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AVOID THIS LOCATION! My dissatisfaction comes from poor customer service that may be the result of the training. I requested a printed contract which your repp said would be my guiding instrument. I was denied that but instead told that I would have it in the e-mail. i received term&conditions (no contract). I respond by email to please send. I abandoned anything but telephone for contacts; customer service extended my rental at no charge for one day.none of this is on closing bill, which I was refused in print before I left the yard being told "everything is fine. You will get contract in mail". They should of said receipt! There is more to describe a bad experience. I have now been 0n hold for 40miin for customer service, no reply! PLEASE AVOID THIS LOCATION!

Edwin R. on

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Self pick up was inconvenient and difficult to use. This gives good reason to not come back. Vehicles were dirty. Windows had bird droppings. When they cleaned for me it was still streaked.

Anthony F. on

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You’re Mobil check in is terrible. It’s highly unconventional and problematic to require two other people for verification. It’s a huge problem and not customer friendly. I was not at all happy with the check in process!

Jeffrey N. on

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Customer did not leave a comment.

Elizabeth L. on

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The pickup process is enough to make me never use UHaul again. The person on the phone app insisted on contacting multiple people, even though I had just rented a vehicle the previous week and used the same contact. This rental was for work, and when I had to provide a second contact person - the Uhaul person refused to accept this contact because my second person (also at my work) had the same phone number. I had to interrupt my husband in a work meeting to pick up this van. (Interestingly, he didn't initially answer the phone for the UHaul call but they still accepted this second contact, so I'm not sure the purpose of the call at all given no response.) Even the people working at the UHaul location agreed that the person working through the app was asking me for too much. I understand the need for verification - but this was taken way too far, especially for a repeat and recently verified customer.

DONALD R. R. on

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The truck was dirty on the out sided, as if not wash in a few days. There was bird dropping on it and plenty of dirty on the hood.

Sung Yup I. on

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I was charged twice as correction to 2 days rental was voided, and another charge for 1 day was signed. Both were charged, pending reversal of the first voided charge.

Christopher W. on

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The new online checking procedure completely sucks. It was burdensome, slow, and inefficient. If I’m standing in the location, it shouldn’t be necessary.

Deidre M. on

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The on-line / on premise rental process was way too long, tedious and annoying

Felicity T. on

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Customer did not leave a comment.

Elizabeth L. on

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The online phone check in process is not easy

rickey e. on

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Customer did not leave a comment.

Dan R. on

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I signed up to check-in, in-person online when I first signed up to rent the truck. When I get to the counter, the rep made me go to the website and do the online check-in. The truck needed to be wiped down especially around the cupholders, had less than half a tank of gas, and the tire pressure warning was on. Wasn't a terrible experience but I would say below average.

anthony p. on

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Customer did not leave a comment.

Kenneth W. on

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Go to the truck I have the best. Told me when I return the truck I told him that what is sorry about that I don’t know when asked if I have to go to the bathroom. The staff suggested I try to restaurant across the street.

Kathryn M. on

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The staff were so helpful and patient and made the experience easy for me.

Sheraz T. on

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Picking up the truck was a nightmare. The whole online check in experience is long and very inefficient. The truck I got was extremely dirty from inside. In addition, I picked up the truck at 67382 miles but when I returned the truck they said that I have picked it up at 67380 and charged extra for 2 Miles. Have been using U haul for decades but now absolutely never recommending this to friend or family and never using U-haul.

Chris H. on

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The new web/smartphone based check in system UHaul implemented is clunky to use, takes more time than in person check in, and makes the customer service experience worse. I've used it several times now. It's a step backwards for UHaul and feels like an attempt to use technology for technologies sake. Conceptually the idea is fine but the way a customer has to interact with it is a fail and it saved me no time.

VALENTINA C. on

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The app sucks!

Todd S. on

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This new check in by phone feature does not make it easier or faster & to tell you the truth it's just going to make lazier employees. It might work in larger facilities with a lot of traffic but smaller stores don't need another excuse for lacks customer service

John Brian H. on

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The new system is ridiculous. It’s such a pain in the ass it makes me wonder how much longer you will be in business.

Robert S. on

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The self-checkin via the app takes way too long. It cuts into valuable time that I need to be working on a project, not waiting for someone to read my ID and make sure it's me. I will have to stop using UHaul and switch to another service as this has been more of an inconvenience than helpful.

Jordan E. on

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The fact that at 8:30am I had to have Uhaul contact TWO DIFFERENT PEOPLE to confirm my identity is beyond me. This procedure is absolutely unacceptable and makes me seriously consider ever using Uhaul again. The employees at the store were wonderful, so this has nothing to do with them. Although I find it ridiculous to take a selfie, picture of my license to have sent to customer service in AZ, I will do it. I will NOT have a stranger call friends of mine at 8:30am again though. This is an unreasonable process to rent a truck. I have told all of my coworkers about this and have advised them to seek other rental companies. If this is ever fixed, I will happily go back to Uhaul, but until then I will be taking my business and my company's business elsewhere.

Phyllis M. on

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Customer did not leave a comment.

Ron M. on

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Customer did not leave a comment.

Rami S. on

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The new check-in process took way too long, wasn't working, and required support from onsite staff. Please alert your customers before they come in or give a heads up. I gladly would have done it online once I reserved the truck beforehand.

Paul H. on

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Your new mobile checkout program is abysmal and coercive. Absolutely horrible user experience. You’ve really blown it, Uhaul.

ELLIOTT N. on

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UHAUL - 100 Valencia St, San Francisco, CA 94103 Convenient location - HORRIBLE SERVICE - I used to stop in once a month when I had to move things, show my ID, swipe my card and rent a van on the fly. The staff said it is policy that they cannot rent vans to customers - you have to do it online only, their job is just to hand you the key. It took 20ish minutes to create an account, take pictures of my self, and my license -- then my father was called for some reason? It really does not seem appropriate to call people's family when renting a van -- he was at dinner with a client -- if you have a customer's credit card, and proof of identity there is no reason to reach out to their friends and family -- no other industry/ company does anything like this. Really disappointing customer service --this location used to be great. I like the convenience of getting uhual vans to move stuff around, but I think I'm going to look into zipcar or getaround as it seems to be much more customer friendly. I recommend you change your policy and have the staff you are paying at 100 Valencia St, San Francisco, CA 94103 have the ability to complete the transaction to rent out a van.

Wooi Huen Y. on

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This was not the original pick up location. Original pick-up location at Fulton St couldn't unlock key from box. U-Haul wasted my time with a non-working location and sent me to 100 Valencia St to pick up an alternative vehicle, which was also different from the one originally intended. Appreciate the resolution and in the end I got to move my stuff in the end but the time wasted on my weekend was very much due to U-Haul's inefficiencies. Got the car at 2.45pm, which cut short moving time. Early closing hour on shop was not helpful. All in all, poor experience. Hopefully can improve with feedback.

David A. on

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Location was wonderful. Website made me a bit irritated: I completed all details for our reservation, typed in everything including the card I wanted to use, my husband's driver's license, etc. and then clicked the email I got to do "express check in" or whatever it's called. I did not want to download the app, but it didn't seem apparent that the app was required. When we arrived at the location, the attendant was incredibly polite and efficient, but he had to ask me for all of the information that I'd already submitted (I would've understood his needing to see the physical driver's licenses and credit card for security purposes, but just to verify.) WE were in a major rush and it was quite frustrating. All ended up OK in the end, but please fix your online system. Not everyone wants to download an app just to move a bed a few blocks. I only use Uhaul every few years and don't want to engage more re an app nor marketing emails, so asking for that is too much for me (and I'm a marketing VP, so I know the gist). Thanks for your attention here. Again, all positives in the store, it's just the site flow.

Theresa F. on

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Customers service and employees are respectful and professional. A pleasant experience!

Christopher A. on

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Customer did not leave a comment.

HUGH H. on

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Nyssa B. on

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The person who handled my reservation was so professional, efficient & polite. I wasn't sure how things would go since my last U-Haul experience a couple years ago in Belmont, CA was not so positive, but this location on Valencia is really great! I appreciate the helpful, kind service. I'm sure it's not easy working in a location where you get a lot of super rich / demanding customers coming in treating people poorly (I saw one or two while there) so the friendliness is doubly appreciated. I will definitely be visiting this location again! thanks!!

tomas m. on

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Nothing. You are doing right.

Andres C. on

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I did not know where to drop off the truck so I just parked in the closest spot (handicap). The personnel was very helpful and handled it perfectly, but maybe having signs directing truck drop offs to the appropriate spots would be helpful and can help out the personnel.

Matthew S. on

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Everything was perfect for a short in town move. Staff were extremely courteous.

John G. on

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The staff is extremely helpful but my frustrations were around it being 'mandatory' to use the online portal to rent my vehicle. I understand how this is helpful when a U-Haul vehicle is parked at a place where there isn't a brick and mortar store, but to insist that I use the portal on my phone when i'm at an actual U-Haul store is a waste of time. I walked in to rent a van, gave the employee my license and credit card and was instructed to then use my phone to log in and do everything else. After reviewing the van for damage and sending a pic of my credit card then sending a pic of my license (I already showed them to the employee) I had to go back inside of the store to get the keys to get into the vehicle and take a pic of the milage. I rent a van fairly frequently for business and most likely will look for another option as I simply don't have the added time to waste. I was told it was mandatory to have all customers go through the portal to complete their rentals. I see no reason why this process which took me about 15 min and is "mandatory" is necessary when there were three empolyees available and it used to only take me 5 min when I did my pre-order online before showing up to the store. As I already mentioned, the staff was great and clearly doing what was asked of them. My frustration was with the slowing of the process whiich resulted in poor customer service, in my opion.

Alana H. on

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Nothing- they were incredibly helpful and kind!

Richard L. on

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Get your self-service app fixed. Great idea, but needs to work better.

Kevin O. on

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The staff is incredible there!!! Always a pleasure doing business with them!

Spencer W. on

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Your app / check in process sucks.

JOAN M. on

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I was dealing with some time constraints and called to see it someone could assist in expediting the check in as I rent from this location frequently. The manager started but when I arrived there was no customer service at all. It took me 10 minutes to check in and then was given a truck in the back behind another van so I had to wait again. A van was brought up to the check in area for someone elese who hadn't checked in yet but not for me, a repeat client late for a client meeting. POOR customer service.

Aiko C. on

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Simplify the check-in process. Eileen was great, friendly, and easy to understand.

Tom C. on

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This location is fine and friendly enough. Your policies for verifying individuals is pretty out of step with the industry norm, and is a deterant in terms of considering your company for future use. I’m tech savvy, but your forced check out process with the internet interface sucked and delayed the process by at least 20 minutes. There is a lag dealing with the agent on chat, and it causes confusion. This check out process will likely alienate less tech savvy people even more. Calling 2 people at 7am to confirm i’m Not a crackhead? Way to go on balancing your fraud risk with the customer experience.

Josh Z. on

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"Express" check in takes 20+ minutes every time. The call of the alternate contact is pointless and a waste of time. Today they're were four customers waiting for express check in prolongedly. Previous check in method was much faster. Guy in front of me done have anyone and he was still trying to get someone to answer by time I left. Wrong vehicle given to me, and recommendation to Mark vehicle as "no problems" without seeing it is not great advice. Was overcharged $50 for gas and had to call to get corrected. About 45 minutes wasted today. I'm a regular user so it adds up.

armando h. on

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Customer did not leave a comment.

Mari A. on

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The new self service online is horrible. It took 30 min to pick up the van and I had to share way too much personal information to pick it up. Are your store employees so incompetent that you need people to verify pictures online? The staff could not answer any of my questions and seemed to have no useful knowledge about the online service. I am uncomfortable with the amount of information I had to give about myself and friends in order to rent a van. I will not use uhaul again.

Kim G. on

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Perfect seamless transaction. Very helpful staff.

Lee A. on

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The strange policy where the attendant can't rent a van to me and requires I use an app outside of the location's property was weird. There seemed to be an underwriter too. That was double weird. I got a truck, so yea! A rental car company might be faster but meh?

william m. on

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TERRIBLE NEW SYSTEM. I SPENT OVER AN HOUR CALLING BECAUSE YOU TOLD ME TO PICK IT UP AT A PARK, THEN CHANGED IT TO UHAUL LOCATION. THEN WHEN I GOT THERE, I HAD TO SPEND WAAAAAAY TOOOOOO MUCH TIME TO GET MY KEYS. TERRIBLE NEW SYSTEM.

julio n. on

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Very good, helpful, and friendly staff

William F. on

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I had to walk through a homeless encampment with needles and trash to get to the truck parking lot. Inside of truck was clean. Out side was dirty and there was no washer fluid in the truck. Staff where very nice and acommidateing. How ever it took me 30 minutes to checkin online through you seven step process. While waiting for the key I watched your staff walk the 3 people a head of me through tall 7 steps. It makes no sense. The worst onboard I have used. It’s long as feels invasive. Your design team should look at other companies and how they onboard Getaround, Uber, Lyft, maven, tour, AUDI on demand, they all have quick painless verification processes. Yours frankly sucks. Having to wait for someone to call two friends is crazy. Two bugs to report about your product. When purschasing a truck online from an iPad you site foes not load the confirmation screen. So I order two trucks thinking the payment did not go through. Secondly your required content boxes are not coded correctly. Several of them don’t tell you what’s missing or why your not allowed to move forward. These are all expected service changes for the circling economy we are living in.

kelly m. on

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Front desk staff was excellent. Very helpful, remembered my name, very sweet.

Deborah W. on

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Terrible system of checking out the vehicle, the operator couldn't see the pictures right then it took over a half hour to respond, luckily the girl at the counter (owner ) was able to get us checked out to pickup the truck

Sidney S. on

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Very friendly staff and very efficient! Thx again.

Jennifer W. on

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Self checkout process frustrating and glitchy on an iphone.

Kyle W. on

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The all mobile/electronic check-in process was HORRIBLE. I hated it. What if I didn't have a smart phone on me? I already provided all the info online the day before. It was too much, time consuming, redundant, FORCED, and annoying. The workers at the location were nice and great though. I liked them.

Carl G. on

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Customer did not leave a comment.

Douglas T. on

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Nothing, the Uhaul employees were very professional and went the extra mile to help me procure a truck

Kristen S. on

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The experience to sign up on the website was horrible! The location was fine but I would not recommend uhaul to a friend and just say they should use getaround

Maurice R. on

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The reservation/pick-up process is confusing, tedious, overly complicated. Extra emails and verification #s (different from a confirmation is ridiculous. The inside agent reluctantly did his job manually with took another 10 minutes; including the request for a secondary contact & ph # which was dialed for verification (from experience, a new procedure). The lack of customer service and complicated procedure means I will not use uhaul again.

Ernest E. on

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Continue success with your policy

Alex P. on

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-I went online to book for 7/8 1pm-5pm for a short trip to ikea -Arrived at Uhaul 100 Valencia @12:45, got in line -Once in line I was advised to back outside and review with my phone to get the keys. This did not save me any time and I had to then go back in line to stand and wait again. No one spoke to me about any details. They simply handed me the keys and said thanks. Very frustrating. -Uhaul was filthy! Bird droppings all over (VERY HARD TO SEE OUT WINDSHIELD) and the truck smelled inside. -Once I got the keys, I left and went across the bridge to IKEA. Traffic and my trip were taking much longer than expected. I called the 1800 number for Uhaul and spoke to a woman after a 16 minute wait. -I advised her my trip was taking much longer than expected and she asked me what time I would like to extend my reservation. I told her to be safe, 9pm. - I got back in the city and parked in front of the uhaul, only to realize they were closed. I called the 800# again (18 minute wait) and spoke to a man who said they did not have after hours drop off. -NO ONE told me this during my initial visit or was it clearly indicated on any of my online verification. I would consider this a VERY important detail to tell someone when they grab the keys!! BUT NO ONE DID. -The guy on the phone advised me that I should park the uhaul over night b/c I should not leave it unattended. I advised him I lived downtown and did not even have a space to park it, publicly or privately. He said well you will be responsible for any damage if you leave it and If you lock the keys in the vehicle you will be charged a locksmith fee. - So 30 minutes on the call in i realize the person on the phone has NO solution. to my issue other than to continuously tell me I will be charged for their mistake < - I ask about dropping it off at another location or calling the store to have someone come by for me to give the keys. He said there would be a "non-destination drop off fee" if i tried to return it elsewhere, locksmith would charge if I left the keys and there wouldn't be any way they could contact anyone to come and meet me from the store. -Again, the answer was that I should just park it somewhere and hope it works out. -I advised him that neither the store or the girl on the phone earlier told me about the drop off and he continued to not provide another solution. - After an hour on the phone sitting in a dark parking lot in front of the uhaul store, I filed a complaint with him (1864348) and requested both of my recorded calls be sent to me. -I told him I would have to leave the vehicle and have someone drop the keys off the next day, which I have completed at this moment. Bottom line : This was a terrible experience and NO ONE offered any true solution or apologized!! I demand you give me a substantial credit back for the poor condition of the truck and PROACTIVELY UNHELPFUL staff I encountered at ever contact point. My next step is to take my ca

Rebecca P. on

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Staff was good. App was very clunky to use and took forever. Info entered online didn’t stick. Many of the “select” buttons on the mobile app didn’t work properly. Very frustrating experience that took much longer than expected.

Shiv K. on

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Your mobile phone experience is terrible, it doesn’t work, not even on your representatives phone. Your card machine doesn’t work either

Cora D. on

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Customer did not leave a comment.

Michael H. on

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Customer did not leave a comment.

Shu Y. on

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I would like to see after hours drop offs for uhaul vans and trucks.

kevin H. on

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Adalia arbodo and staff are amazing. They really define what good customer service is all about. Adalia is an outstanding general manager and her management skills is on point. 100 stars

Valen C. on

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Really need to make sure all the equipment is available and is ready for pick up.

Nancy B. on

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The shift to mobile app only for reservation or checkin presents a problem for me as an employee whose business does not subsidize a mobile phone for them.

Michael H. on

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Having to pick up a van with my phone when I'm AT a location is really annoying and not good customer service. The website kept not working when I was trying to upload photos and the people inside had me keep trying. I literally spent 10 minutes (that I didn't really have) trying to use the website before they finally checked me in manually. Just give your customers the option from the get go.

alfred c. on

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Great staff! The mobile check in and drop off were high-tech and user friendly, but I'm positive that many customers get frustrated if they don't know how to use technology

devin p. on

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Clean the windows inside and out

Joshua A. on

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I found the U-Haul Truck Share 24/7 to be inefficient and misleading. Having to wait to upload and set personal information until being at the location and requiring to find the truck and then go into the sales office was cumbersome. I do not plan on using this feature again.

Jan W. on

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Customer did not leave a comment.

Terra C. on

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Customer did not leave a comment.

Anthony C. on

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The vehicle was extremely dirty. The staff was very helpful, but the new rental process through the app is a DISASTER. The verification process of calling to friend/family members is RIDICULOUS! I mean how many people are actually going to answer the phone when an unknown number is calling or when it's during working hours (people have jobs). I understand bringing additional ID's so the counter reps can verify us and register us on the online system for future use, but the current process needs to be reevaluated. It causes chaos for your customers and your employees.

Michael G. on

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This location does not have a key drop- box, so the agent should communicate this to the costumer, just in case of any delay

Alexander H. on

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The truck had the window left opened and dust and dirt were all over the passenger seat. Gas was only 3/4 full so I hope they don’t count that against me. I filled it up as much as I got to begin with

Shawn K. on

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The requirement to check in online was a massive hassle and soured not only my opinion of the company but the moods of myself and other friends involved for the rest of the day. Not only did it take far longer than nessicary, but after entering in the driver’s information three times, supplying photos, and then being asked for information on a third, unrelated person, I was so irritated I refused. And it wasn’t until then when your online operator refused to complete my order that the in person agents could do anything. The whole checkin process took nearly 45 minutes, which was time I didn’t allot to spending in the store.

Zachary S. on

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Customer did not leave a comment.

Daniel M. on

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The truck was nasty and dirty. The driver's side mirror was broke and they through that was ok. Rude service over the phone. They were nice in person tho.

Ian C. on

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Customer did not leave a comment.

Jill M. on

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The gas tank was less than 1/4 full

Dayna L. on

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I have no complaints.. I’m always satisfied with my service.. thank you

Colleen K. on

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As a 1st time user of the 24/7 checkin I was just a little confused, but I will do it again

Greg C. on

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The process of renting a vehicle has now become saddled with senseless online minutia, so probably won't deal with U-Haul again. Why should I have to log in with my cell phone when I show-up at a U-Haul location with all of the necessary info (e.g. driver's license, visa card, cash, etc) and there are a dozen vans available? I shouldn't have to do anything with my cell phone at that point. It took over half-an-hour to rent a Van and there were no other customers but me. Just senseless and inefficient.

Joshua Z. on

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For the love of god, fix "express check in" or allow employees to check in manually. it takes over 30 minutes every time I do it, causing my phone to crash or the person verifying just taking their sweet time. It's a horrible mess. I'm sitting there with three employees behind the counter and they're telling me they're forbidden from circumvent to time wasting "express" check in.

santosh j. on

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Terrible user interface. Needing two references is horrible user experience. I can see why you need it but there has to be a better way. I was in the store and in person. It should not force me to use the web experience and do two references

john d. on

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The new web verification and sign up is overly time consuming. If i pick up at your location it doesnt need to be automated. You give me keys i give you credit card. Simple.

Allan C. on

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Customer did not leave a comment.

Chad L. on

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Before I picked up the truck, I received numerous emails and text messages about the online pick-up process. This felt a little overwhelming. I recommend clarifying in the emails/texts that someone at the pick-up site will be available to help you with this process. The staff at 100 Valencia made pick up and drop off extremely easy!

Victor S. on

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The staff at this U Haul location was very helpful and made my move the best it could be. Drop off was even better. Thank you !

Gdalia B. on

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Staff was amazingly helpful and considerate. Adalia was lovely.

Carmen T. on

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I specifically made a reservation for after-hours drop-off because I know parking in SF is impossible. It was only after I got into the store that I was made aware that you guys don't do after-hours drop-off. Because of this, I had to go looking for parking so that I could wake up at 6am to drop it off the next morning--which led to my parking ticket.

Kevin M H. on

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The van was clean, inside. But not so much outside.,

Gary M. on

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These guys are always great. I've used this location several times and every time they're fast, polite, efficient and nice. It's a relief in the middle of the stress of moving to know they won't be surly, they'll know what they're doing and they have the supplies I need.

cynthia s. on

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Customer did not leave a comment.

David F. on

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I use the mobile app to rent and each time there's been an issue with the driver's license verification submission. It never goes through so I end up having to go to the counter to complete the rental. Defeats the purpose of trying to save time by doing it online. Your reps at the site are aware of the problem, too.

Aaron C. on

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I especially liked the convenience of the mobile app to pickup and drop off the vehicle.

Amy H. on

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The new tech side of renting a truck was a bit problematic, but the staff were very helpful. I definitely needed their assistance to rent the truck. I do feel it is their job to enter all the data, not mine.

juan Carlos B. on

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Todo exelente!!

Nicolette A. on

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The guys working there are tops! Rare to get such high quality service these days. Truck was a little dirty but not terrible. Thanks for being so professional.

Kenneth H. on

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The self check-in seemed a bit cumbersome when a clerk was right there waiting on folks but it was manageable. When I returned the van, a very courteous young man greeted us and said he'd take care of checking it back in which was appreciated.

Rodney F. on

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I was supposed to be able to do self check-in. When I arrived at 7:40 and attempted to check in for my 8 a.m. arrival I was told that I had a valid registration but that the equipment had not been assigned. This meant I had to stand outside for an hour and 20 minutes until the location opened. This also meant I paid two people to stand around for an extra hour doing nothing and that I lost my slotted time from 9:30 to 10:30 for loading. That meant I had to park farther away and wait for everybody else because I had missed my loading time. This is completely unacceptable.

Owen B. on

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God damn gauged on gas!!!! Didn't used 3 gallons on 20min drive. And to hell with the 24/7 share. Even the staff couldn't get the trash software to work, saying all along they can't help. Then rented in store anyway after an half of accomplishing nothing.

Spencer W. on

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the online app / process is absurd. Fortunately, the people who worked at the location were great

Sara D. on

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Love the people you have working at the store! So friendly and provide excellent customer service!

Jason Z. on

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Customer did not leave a comment.