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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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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There was nothing wrong with the location or it's employees but I thought the online process was horrible. First, I was forced into the online check-in/out process even though I elected NOT to do it. The online experience was not intuitive and extremely cumbersome. It's like a became an employee for the day while your real employees just watched as another customer got frustrated with your online application. There were three people working there without much to do so it would seem like a better process for them to check me in within a few minutes rather than me verifying my identity every 2 minutes. I understand security is a very real concern but this isn't my bank account. The multiple verification codes to rent a truck for a few hours didn't really add up. I'm sure I'm a little bitter because I'm moving but the online experience was a an absolute zero. I will actively go out of my way to avoid it.

Jenifer M. on

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Don’t require customers to use the on line pick up app. It is cumbersome. Takes long. and requires too many verification steps and then ends with you having to walk into the store to get the keys anyway

Jeff G. on

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You can get rid of the compulsory "express" rental system, which involves the customer doing almost everything via a cellphone. This is obviously a strategy by your company to employ few workers. I don't like the strategy, I don't like the cellphone system, and I don't like the fact that the new system is compulsory. Next time I will certainly consider an alternative. On the positive side, the agents at this location were helpful, cheerful, and courteous, even when I expressed my irritation with your new "express" rental procedure.

Tom C. on

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It took me nearly 2 hours to get my vehicle because the app couldn’t find my reservation, then U-Haul couldn’t find it, and I finally had to make a new one. Huge airball that will definitely make me think twice before using U-Haul again.

tomas m. on

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No. You are doing right.

DAVE P. on

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great great great great

Cristina M. on

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24/7 rental does not have anywhere to drop off keys after hours. Initial car wasn’t at the location either.

sergio s. on

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They took good care of me

David T. on

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Nothing

chemchemie f. on

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The uhaul had cockroaches in it. .imagine if I hadn't seen them and loaded all my belongings in it and put my things in storage for 2 months.! my belongings would have been infested with cockroaches . ..

Damon L. on

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Customer did not leave a comment.

cedrick c. on

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Made my reservation at one location but it was booked at another one causing some confusion for y driver.

TOM F. on

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Friendly and helpful counter staff. Worked with me to arrange after hours drop off of truck and dolly.

Lakshmi V. on

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Trying to go digital is good, but you are making it really painful. Have your online chat person call 2 people for verification is a super bad idea. I had a rent the van in the morning, and one person verified me, but most of the people are sleeping at that time. If you want to verify request for information during the booking time not at the pick up time.

Semen S. on

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Customer did not leave a comment.

Khanitha N. on

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Staff was very helpful and chill with helping me out when the U-HAUL 24/7 truck reservation site stopped working.

Kathy K. on

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I've rented here several times; this is the first time I used the smart phone check in option. Unfortunately, it took far longer than simply standing in line waiting my turn. Having to take photos of unmarked truck damage, odometer & fuel gauges, my driver's license (front & back!), myself, then post to UHaul website, and wait for verification was time consuming. I won't take that option again!

Hannah T. on

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The self-check in program is terrible.

David B. on

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Took one hour to rent a van which was filthy way too much time

Craig C. on

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Please leave more gas in vehicle . I drove 20 miles and still had to get gas.

Maurice K. on

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Very good workers in the store

Rick S. on

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The crew and the vehicles at that shop are always first class and great to deal with. Always!

Robert A. on

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Your self check in didn't work. I had to go to the counter. The employees were very helpful. But this is the second time that the self check in has failed me. I only go to uhaul because of the convenient location. Otherwise I would rent from a different company.

Kyle M. on

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24/7 return was not available and I wasn't notified of this when reserving or picking up. Showed up to the facility at 6:30PM, went through the online process to drop off the truck, and then realized there was a "No After Hours Returns" sign in the window.

Guillaume T. on

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Customer did not leave a comment.

Steven Y. on

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Great service at this location. Good inventory. Special thanks to Adalia Abordo for her personalized help. Made the experience an even better one.

David F. on

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Was set for a (street) pick up at a different location but the previous renter failed to return the vehicle. Had to call for an alternative (100 Valencia St.) but they had the same van available. Running late already, and having been registered from an earlier date, I din't appreciate having to go through the process again but I made it out about an hour later than expected. My boss was not happy. Pleasant surprise when my final bill was adjusted with no mileage charges and a basic rental charge only. Good business on your part so I will be renting from you again. Thanks

Yolanda L. on

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I was charged $25 for driving 5 miles. Very unhappy about my experience.

Rhoda S. on

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had a lot of trouble with the automated check in - it is clumsy and slow. It is just bad customer service to be the only person in line to pick up a truck and be told to do it online and come back at the end to buy a roll of tape. I see the potential of the system but the implementation is poorly done. BUT the General Manager, Adalia was terrific - patient and helpful walking myself and the other frustrated customers through everything,

PANKAJ P. on

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I drove a total of 6 miles, at the end went the the gas station and put in exactly one gallon of gas, however I was still charged $9.98 for EZFuel. They claimed that the fuel gauge mark wasn't at the same level when I had rented it. I find it hard to believe 6 miles would require 2 gallons of fuel

Colin B. on

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The location is more or less fine, but it's not adequately equipped. That should be made obvious to people booking their trucks. More importantly, the customer service representative I spoke to on the phone was atrocious. I won't be using Uhaul ever again.

Matthew S. on

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Your phone app login process that I had to use to pick up my vehicle is a miserable nightmare. There is something truly insulting to your clients, not mention your employees, about having to use a phone app at a location counter. Particularly an application that has such a poorly designed user experience. You are placing your location employees in a impossible situation. All of their client interactions begin with anger. Maybe that is not a problem as you are clearly hoping your phone app will allow you to remove them completely from the process. That said, the user experience you built for the phone app is so far from functional, that you are still going need employees to explain your clients through the process.

Alex B. on

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Customer did not leave a comment.

lyne f. on

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Do not lie about having a truck confirmed when it's not. Do not lie about having a drive up storage location the size of a truck, when it a quarter of the size and you have to access it with a ladder. What is wrong with you guys.

maurice k. on

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Very happy with the manager and staff at 100 valance st st

Colleen G. on

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Customer did not leave a comment.

Firoze R. on

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Customer did not leave a comment.

Christina B. on

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I had the best experience. The woman at the counter could not have been more helpful and she reassured me about driving the 10' uhaul truck because it was my first time. The only confusion I had was exiting the parking lot in the truck because only the entrance gate was open, but this could also just be my fault for being oblivious. Overall, I had a great experience and I would definitely rent a uhaul from this location again.

christian g. on

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Excellent Team . Thank's ????

Denise C. on

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Customer did not leave a comment.

Christine H. on

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Terrible automated self service pick up and drop off. Even worse than how it ised to be. I do not understand why you have to call someone to verify my identity. I had my license and credit cards with me. I had to wait 30 minutes for someone to answer their phone because they were busy trying to get started moving. I will just get a zipcar next time. Such a waste of time.

Cheryl G. on

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Very efficient and effective ! Cool guys there.

James M R. on

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The people who work there are the best of several U-haul locations I used over the past few decades.

Kunal B. on

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Have drop off after hours.

David L. on

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Customer did not leave a comment.

Adam S. on

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Customer did not leave a comment.

Tazmin K. on

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Customer did not leave a comment.

David S. on

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If the app isn't working, accept the customers request to check out through the computer instead of wasting everyone's time trying to force me to use a buggy app that won't work.

pornthip c. on

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Customer did not leave a comment.

Linda w. on

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It was overall clean w/the exception of an box of cigarettes in the passenger door slot and cup marks on the cup display holder. Thank you for this service I greatly appreciated the whole process.

John L. on

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Customer did not leave a comment.

Julie P. on

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This store has everything under control

Steve W. on

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questionable information was given. the 1st problem concerned returning the van. i was told i could return the van to the same location at the same time i picked it up NOPE. I was told to return it the next day at another time. This is very annoying. I managed to return it but with GREAT urgency I had to return it by another earlier time and another day. Very bad information was given. HOWEVER I was able with great effort to return it another day at another time. Very rushed and very hectic. I believe that all information should be given at time of ordering with NO exception. For this reason I will not choose your service again..

Magnolia V. on

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Do at least a minimal clean between rentals: Quick wash the exterior, wash and sanitize the steering wheel (it was sticky when I started my rental), vacuum the seats and front floor. NOTE: the 7’ cargo van that needs tire maintenance! The dashboard indicator for low tire pressure was going on and off during my rental. I guess it’s on the edge of low pressure and triggering the warning some times.

COLT F. on

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This has nothing to do with the employees, or the location – The entire process of renting a Uhaul van was difficult, time consuming and inefficient. It was incredibly annoying having to re-enter my contact information, license and provide two contacts phone numbers for verification. Learning I will have to do this every time indicates I will go with competitors such as Get Around or Zip Car. Uhaul's rental process is slow, invasive and not worth the time.

douglas f. on

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Everything went welll and thanks so much!!!

anastacia r. on

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The guys who work there are always super helpful and polite!

Yaakov L. on

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Very slow experience. It took us 30 minutes to get the car after we arrived to the location

Steven W. on

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Keep up the great work. Really appreciate the help from the onsite representative.

German M. on

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Very friendly people and the service was perfect!!!

Andrew A. on

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It didn't seem like the vehicle had really been cleaned out by the previous customer or by a UHaul employee. There were plastic ziplock bags in the back and trash in the cab. It wasn't a problem, but it wasn't spotless. That said, the staff was great, friendly and efficient. Getting in and out and returning the vehicle were amazingly quick.

Christoph T. on

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When you give customers the option to check in in person, don't tell them to check in online in the store. That made no sense, tied up your personnel, and wasted my time. I would never want to check in online!

Debra G. on

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I was informed that it was the first day of using smart phone to use express online check in to reserve a van. I found this process tedious and quite time consuming. It took almost an hour just get checked in. The store clerk had to take over and do the check in on my phone for me. I entered information in the system and she verified that I did things correctly. There were 3 clerks but only the female appeared to know what to do and how to help the customers. It may be helpful to have more staff that have knowledge in reference to how to use the express check in. It was tedious and difficult. I am just grateful that the female clerk was able to assist otherwise it may have been taken much longer than necessary to do an express check in for the UHAUL just to rent a van.

Jaime L. on

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Comment regarding the reservation (corporate), not the store location. I don't like the new reservation experience. Reservation was confirmed in another location farther from the location I originally booked. Confirmation was sent via text, while email said someone would call. Calling is preferable because when you are bombarded by uhaul emails and text my attention span is limited and I missed the location change. This move of going all app user reservation is not going to work on the long run. You already run a tight shift at the stores. Invest in people not apps, but have the app available. My morning was more of an inconvenience than having a convenient app. I left the store 45 minutes after the original reservation time. Movers rent trucks to get it done quickly and early; folks rent regular cars to spend time enjoying their ride.

Denah H. on

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I love this location. I've rented many times over the years but this place is the best for customer service and ease of rental.

Clara A. on

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I’m glad I received this survey because I had an absolute horrible experience on the process of making a reservation. Luckily I went to the location and one of the employers, Ryan, was there to assist me and finally rent cargo van. I arrived about 2pm to rent a cargo van. I didn’t have a reservation precious to that. Once I got to the location, there was no cargo vans available and one of the guys working there suggested that I download the u-haul app and rent one of the smaller share trucks which could only be booked on the app. I set up my account but when I tried signing in back it saw the email or phone number or password was wrong. I called costumer service, after being transferred three times, Ryan who works at the Valencia location offered to help me. He suggested that I sign in online and not on the app. After followomg all steps on all forms, taking a photo of myself and my DL, the system still said I was missing some information. At this point Ryan was already helping me making a reservation so I followed the steps to check in and take the truck. After a few tries and the system still saying that I was miss My information to say that at that point I would not be able to make a reservation I called for the forth time costumer service. I asked for the supervisor but this lady offered to help me. After a few questions, she tells me that the system didn’t accept my images and that I needed to go into the store to get truck. About one hour has already pass at this point and I still wasn’t able to take the truck. I asked why the system didn’t accept my images and she wasn’t able to respond. Long story short, if it was for a great and helpful costumer service at the location and to lucky have Ryan to help me get a truck, I wouldn’t be able to take one. By the way the lady I talked to was totally useless and incapable to provide a high standard costumer service. She was even trying to telll me that I was wrong being frustrated and basically hating your whole system. It basically doesn’t work and no one was able to help me. Not even Ryan unsestood what was wrong. So if you have a product or you set up a system that’s suppose to be more convenient to your clients it must work. There are so many steps! And after you set up everything you need to go through an approval check up process and then you get dinies?!?! WTF!!!!! If I can I would never ever rent with you guys again! Besides it is soooooooo f....expensive!!!! Are you kidding?!?! I’m paying almost $100 so your service should be 5 stars. I would give less zero if I could. Horrible experience!

Charlotte J. on

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The new 'pilot' security scheme where you had to have 3 people in the US to call to verify your identity made it incredibly difficult for me, as someone who had just moved to the US. I had to ask a favour of my boss and work colleagues, disturbing them at the weekend, which was unideal. This policy, should it be implemented in full, should be made very clear during the online reservation process, as I would have taken my business elsewhere if I had known.

young D. on

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It was a great, Thanks

Richard F. on

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Customer did not leave a comment.

Bobby D. on

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Customer did not leave a comment.

Stephen B. on

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Your new online check-in system is awful and needs to be seriously re-thought. I am not going to give you TWO of my contacts' phone numbers to verify my identity after going through an already arduous multi-step process to check out a truck. While your new process may be convenient for you by saving you overhead in its current state it is incredibly inconvenient for your customers.

David B. on

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I spoke with the location manager after the incident, but one of the employees was beyond difficult to work with. Amhed was very rude and refused to work with me because I did not want to use my smart phone to finish the reservation that I had done online.

Darrell S. on

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Customer did not leave a comment.

Peter M. on

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The electronic check in process is a disaster. Takes too long, even work. Why in the H*ll you needed to check with a second contact is beyond me, You had my drivers license, my face shot, my credit card with an 800+ credit score and you wanted to talk to my wife or some friend. First I had to wait for a long time for that to process, then when Maria couldn't reach my wife, I was denied the rental. That is crazy and very poor customer service. There were three very nice and capable employees at the center. After I was denied because of the lack of contact with my wife they had to check me in. Why in the blazes you wouldn't have them to that to start with is beyond me. The electronic check in cost me at least half an hour of my valuable time and made me mad as H*ll not good customer service or good will building. Figure it out or you will lose customers.

Luis P. on

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Customer did not leave a comment.

Sterling P. on

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Customer did not leave a comment.

Daniel R. on

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Hire more competent staff and scrap or completely overhaul your mobile check-in system. I was not given a contract at check in and was made to use a web interface even though there was real live staff present.

Marc P. on

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Customer did not leave a comment.

Luis J R. on

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Customer did not leave a comment.

Sterling P. on

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Give a heads up about the new self check in system. It's confusing and time consuming.

Robet M. on

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Every employee i dealt with was very nice and helpful. Thanks!

ahmed e. on

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Customer did not leave a comment.

Alexander P. on

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Great people. Fast service.

Jane S. on

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Staff was extremely professional, patient and kind as I was being complicated and it was close to closing time. It was an excellent experience, thanks to very good staff.

Lucas L. on

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The folks working May 10th were incredibly friendly and helpful. One helped us look up our previous box purchase, as we had unused boxes to return. His extra effort was much appreciated.

Janae J. on

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The systems were down and I had to use my phone to complete the rental contract. I was required to provide 2 contact phone #s in which people had to pick up the phone to verify my existence— which was really inconvenient, given that this was not notice given to me prior, and i was in a rush. Also i saw biases of other people being able to bypass this process, yet it didn’t pertain to me. I was disappointed in the lack of efficiency based on this experience.

Pawel P. on

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the self service needs redesign! if you ask for second contact phone number, then tell me right away that you plan on calling them so i notify them. otherwise they think it's spam... also your web server was down in the store. how is that possible?

KUIANA T. on

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The manager has poor customer service skills and needs more training or new job.

aaron h. on

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Customer did not leave a comment.

richard f. on

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Keep all your current employees, and give them all raises. 5 star treatment at this location. I will definitely be back to this Uhaul location.

Chialung L. on

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Customer did not leave a comment.

Linda W. on

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The customer service and the person with the keys were quite professional. Thank you for that Best, Linda

Hannah C. on

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Great service. Fast, simple, and efficient.

David Z. on

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open at 6:00 am

Richard B. on

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Customer did not leave a comment.

Alma G. on

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Excellent, promptly customer service. Thank you

Jesus A. on

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Very professional people at my location, van was super clean and ready to go on time. Thanks !

alan w. on

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Very long wait time to speak with someone on the phone each time I phoned. Impossible to speak with someone on site despite them not being with customers. Once at store customer service is excellent!

Margaret D. on

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Great service. The guys made the whole process very easy. Thanks.

paul a. on

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Keep up the good work. Excellent service & very professional.

Reino N. on

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Customer did not leave a comment.

Daniel F. on

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Uhaul floor was very dirty. Resulted in boxes and other items getting tarnished.

Jeffery s. on

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The staff was excellent and very hepful, especially the manager Adaliya!

Kimber K. on

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Customer did not leave a comment.

Albert E. on

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Customer did not leave a comment.

Joseph A. on

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I only stopped in the store because at the store I elected to go to was completely non-responsive. Because of their consideration and willingness to help I chose them to return my vehicle to.

Abraham s. on

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I scheduled a truck online and it didn't warn me that the location didn't have after-hours drop off. So, I got to he location, and then they told me that I would have to come back in the morning to drop off the van. This meant that I would have to park the van somewhere at night, which is very hard to do in the Mission (where I live). So I spent 1 hour trying to find a parking spot around my place and was very nervous that someone would damage the van during the night. In addition, I asked the manager if they could help me out to pay the transportation I had to pay to get to the Uhaul location in the morning. The manager was very rude and reluctant to help out with it, which meant I had to unfairly pay an extra $15 in commuting this morning.

Gus H. on

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Nice personel. great equiptment

Lonnie P. on

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Customer did not leave a comment.

john n. on

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Customer did not leave a comment.

Rodney Y. on

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Adelia and Alex are great! Quick and easy rental and retun. Friendly service!

Diana H. on

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I requested a specific location and was given a different one instead, while the other location was only 2 miles in San Francisco, that distance is an inconvenience. The other thing was the van was very stuffy and quite honestly it smelled like urine in the back. While the van did the job it was unpleasant to use.

Albino C. on

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Customer did not leave a comment.

maurice k. on

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Good

Albert E. on

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Everything was well thought out.

isaiah t. on

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Customer did not leave a comment.

Rodney Y. on

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Alex and the front desk woman are excellent! I felt their nice and genuine personalities really made my experience a whole lot better! Definitely would come back and recommend people as well.

destinie s. on

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Customer did not leave a comment.

Kent G. on

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Customer did not leave a comment.

Muriel H. on

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Jamal M. on

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Village p. on

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I think you are already doing it!

maurice k. on

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very good and staff good

Michael G. on

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Worst location

bill i. on

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Nothing it's great.

Vincent T. on

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Your app for pick up is more cumbersome than walking into the store.

Anne W. on

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Appreciated the friendly and truly helpful staff both in the store and on the truck lot.

Xavier C. on

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The rental truck was on a quarter tank. When I picked up the van I was told I would be charged for gas if there was less than a quarter tank upon return. I was not told there would be an added fee for returns returned with less than a quarter tank and feel cheated of $30.

Grace A. on

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I hope they can clean the pickup trucks like how it is with rental cars.

Patrick S. on

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Whoever helped me with my checkout was extremely helpful and just a real pleasure to work with overall. Give that man a raise!

Rick B. on

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Customer did not leave a comment.

James M R. on

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All of your workers at this location are the best I’ve experienced at any U-haul over the years. I rent a van about once a month for the last 20 years

JENNIFER M. on

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Customer did not leave a comment.

Juan Alfonso C. on

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Customer did not leave a comment.

Ashley P. on

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Customer did not leave a comment.

Richard F. on

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Reserve your preferred vehicle online ahead of time.

Nancy B. on

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My highest compliments to your staff for their customer service. At reservation, pick up and drop off the were unfailingly courteous. I wish I had gotten all their names so I could thank them personally--I remember Ahmed who served me when I picked up the van Thursday morning. Each made sure that I was able to complete my transaction swiftly and smoothly, especially when I returned the van in a hurry on very busy rain Friday morning.

Brooke L. on

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There was not an opening between the parking lot & the uhaul store, which make walking back to the store unnerving. Other than that, great service.

Christopher D. on

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Your associates were very friendly and helpful. Everything was very smooth. Thank you

earl h. on

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I had a bad experience with mobile check in I am glad I went to the store.

sandra h. on

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The staff was great and helped me deal with the new 24/7 Uhaul app. The person who confirmed my reservation had no idea what the program was and that you could pick up anywhere but the store. That was annoying. And in the end, she made a 2nd reservation for a different store that I was unable to cancel via the app. I really wanted to pick up the truck away from the store and closer to my house, which is what I reserved and what they said was available, but in the end, I did not trust that and switched the location to the Valencia store. The guys in the store were very helpful and efficient and showed me how to deal with the app. The app was a little annoying via text as they were asking for various pictures and my thought was to be using the app pick up at times when it might be late or very early. I would never want to be standing in a parking lot for the amount of time it took and do all that. The fact that it was asking for 2 other phone numbers and presumably called them. I find that almost unacceptable to the point of not using it again. Are you kidding that you called my friend and husband at that hour to confirm. That is out of line and not OK. What if it was midnight? Or 6am? No way I want you guys calling my friends who have no idea whats going on. Like the idea of the 24/7 and in a city like SF it could be super useful, but too long on the app, too many photos and the extra phone numbers feel invasive. Check in was easier, and I was ready to be taking pics at that point and was not alone in the parking lot.

Philip K. on

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I was very pleased with my truck rental experience. The truck was clean and easy to operate if not a bit stressful (much bigger than my normal ride). I made the reservation online which made pick and drop up easy.

Grace A. on

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Customer did not leave a comment.

Eric S. on

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They fail to load the two dollys in the back of my rental (or tell me that i needed to load them myself) when I picked up my rental. This forced me to drive back to the store during the middle of my moving process. After speaking with a manager, I received confirmation that I would receive a refund of 5 miles and the fees for the two dollys (he suggested refunding both the dollys and miles- i just wanted the mileage driving back to the store refunded.) . He assured me that the charges would be refunded to my card. However, in the invoice received, this is not reflected. I wrote them about this via email, and no dice. I will never give them my money again. 2/5 stars because, at the very least, all the employees were friendly.

Kim L. on

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I booked my reservation on line, estimate miles, and prices showed $203( Inc tax). When arriving at the location, mileage was re-estimating after I gave the actual address, prices goes to $233 ( incl tax), u haul rep told me he will send the documents to my email but never received it. When I returned the van, price went up to $253( same mileage was estimated). After 1/2 hr arguing, they lowered the price to $243. Everything at this location is good but I am disappointed about the price.

David W. on

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Nothing comes to mind. Great customer service. Easy on line check in that reduces wait times. Overall a great experience.

Jane W. on

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Everything went smooth...

Sergio H. on

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Service was pretty good,only negative comment is the homeless encampment,in front of the premises was kind of smelly

Benn S. on

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Ok, so, this service at this location was good. However, the overall U-Haul experience was absolutely abysmal. It was one of the more frustrating experiences I've had in quite some time, and would be very reluctant to use U-Haul again after this. I originally rented at self-serve van that I was scheduled to pick up at 2:30. I arrived to the van around 2:20, and the van was parked in the designated. When I tried to check in on the mobile website, it told me something wasn't ready and to contact the local U-Haul service rep for assistance. I called that number, and it went to voicemail. I left a message, and then tried to call the main U-Haul number. After being on hold for about 15 minutes, I spoke with someone who tried to help. I was transferred around a few times, and after being on the phone and on hold for 15-20 minutes, the person said they'd fixed the issue. I asked the rep to remain on the line while I tried to check in again, but they said they weren't allowed to do that. That doesn't make much sense, but ok. When I hung and tried again, the same issue happened again. I had to call again, wait on hold for 15 minutes again, just to tell another rep all over again the same issue, and to go through the entire troubleshooting process once more. After being transferred around a couple times again, a rep eventually told me that someone in SF hadn't set up the truck yet, and that's why I couldn't pick it up. Eventually, she found another truck at the location for this review, and told me I could drive there to pick it up. At this point, it was about a hour past the time I was supposed to have the van and I was told the only thing I could do was to drive 30 minutes across town to pick up a different van. In the end, I started my move more than 2 hours later than I needed to, had wasted about 90 minutes on the phone or talking with U-Haul reps, and never got offered any sort of discount or compensation for any of it. Oh, and the "emergency" assistance SF rep who I left a message about not being able to get the van - I never heard back from him at any point.

Javier A. on

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More customer centric. My six hour rental turned out to be only 4.5 hours. I needed the extra time

Aiko C. on

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Staff could have had better customer service skills

TOMAS G. on

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I had a reservation for 7am, and had planned a long day of moving (including driving to Los Angeles). Well, I got there a few minutes before 7am, but nobody bothered showed up to open the store. Three other people were there waiting, and it was almost an hour until someone showed up to open and service customers. Note that the person that showed up was covering for whoever was supposed to open. This is unacceptable. Because of this, I had a ripple effect of traffic, missed commitments, and general inconvenience. At this point, I'm going to consider another company unless appropriate reparations are made to remedy the situation.

Teresa M. on

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Customer did not leave a comment.

Frank B. on

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Staff very friendly and helpful. I had to alter my return time by phone and it was handled very quickly and with no hassle. Very impressed with the value and efficiency. Thanks!

Margaret K. on

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Customer did not leave a comment.

Marilyn S. on

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For me, everything was easy. I pre-registered the day before and everything was ready when I arrived.

DAVID S. on

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The 9' van smelled like straw. Would appreciate it next time if the van is washed and removed of odors.

Alexander R. on

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The rental experience was fast and smooth. Overall the truck was great, but the truck interior could have been cleaned more thoroughly.

Alan R. on

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Customer did not leave a comment.

Ronald K. on

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Very courteous and excellent team to work with. Thank you

John Henry S. on

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Fabio D. on

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lisa r. on

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Meredith M. on

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Easy to set up online in/out for pick up and drop off quickly. Thanks!

BENITO C. on

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Avner Y. on

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chris f. on

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The only issue was we were incorrectly charged for fuel. We brought the fuel tank back to the level we were asked to by the staff who checked us out, but upon returning the van, we were still charged for fuel. This was done without anyone at U-Haul physically checking the fuel tank before we were checked out. So, we assumed all was well, until we saw the final receipt that was emailed. I spoke with Ryan the next day over phone. He insisted that on his end the fuel tank shows a little above a quarter tank full and we returned only quarter full, despite me telling him that his colleague said to bring a quarter tank full. He even highlighted the level to fill. Regardless of our disagreement, Ryan agreed to take off the 'EZ Fuel Sale' charge, which I appreciated. My suggestion in the future is to check the van condition, including fuel tank and then communicating clearly with customer at the time of check-out so that customer has opportunity to explain/clarify any misunderstanding/miscommunication. Charging extra without alerting the customer looks very dubious and scam like. U-Haul has faced lawsuits in the past with incorrect fuel charge issues in the past. My personal experience is making me see why. I highly suggest that U-Haul be more careful and learn from its mistakes, especially when customers like me are being generous with their feedback.

Michael S. on

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Reginald R. on

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Vincent T. on

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Chelsea L. on

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Not a safe location. Took a really long time to be authenticated to pick up my rental, so I had to wait a long time early in the morning. Not safe. You should have also made it clear in your communications that you required and secondary phone number for authentication. With a really early pick-up I would have needed to warn my secondary contact. Additionally, the equipment I rented was not there. I had to go back to get it.

JOAN M. on

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Elizabeth P. on

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Jennifer C. on

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Robert B. on

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I wish I could give you constructive criticism. I simply can not. Our experience at your store was perfect. From the beautiful store front, to the cleanliness of the store, to the friendly and professional staff, to the condition of the rental vechicle we were completely impressed! We would recommend your business 100%. Thank you for everything.

Lyle A. on

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Customer did not leave a comment.

Jonathan C. on

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The cargo van was nice, but it had that Smokey smell, like the previous renter was smoking in the van.

samantha g. on

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Super quick, Easy and great Van. Staff was awesome. Thanks!

Howard w. on

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Customer did not leave a comment.

JACLYN M. on

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The staff at this location are amazing- very helpful, courteous, and extremely nice.

Jessika L. on

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Please refer to voice recordings associated with(831)884-6275. The experience was literally awful, extremely stressful, and all together the absolute worst. Unfortunately I need uhaul so I get to use you guys again, please be better next time. But Troy Sanchez at 100 Valencia st SF is AWESOME! After talking to 5 people he’s the only person who helped AT ALL and it was easy for him.

Jessica C. on

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james w. on

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deanna p. on

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Maria M. on

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I Wanted to take the insurance but apparently I didn’t (misunderstanding with the employer) and I had to pay more than 800dolars for damages. The damages were not even my fault (there was a tree on the street that was curved in the upper part that you could not see from the mirrows)

Elsa A. on

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Ryan P. on

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Overall great service, great truck, would use Uhaul services again.

Nathan R. on

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The two dudes that helped me Monday morning feb 26th at the 100 valencia location in sf were really helpful! thank you! you guys rock

Peter S. on

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Great service. I do wish that the vans didn't get overbooked but it worked out and the staff was super friendly and helpful!

Michael K. on

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Deck of the loading van was filthy with dirt and soil .had to be thoroughly cleaned before loading

MICHAEL B. on

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Joran R. on

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Marlene C. on

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thanks guys, really helpful and nice crew

Lizbeth D. on

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Upon arriving at the U-haul Location at 100 Valencia St, I was immediately greeted by the kindness of Mr. Wai and Jonah. However, my experience with Wai through U-haul was seamless, and automatically reduced my overly exaggerated stressful day of moving, down to a minimum! Wai was beyond polite, extremely humorous, and unbelievably helpful. His charisma stood out the entire time! PLEASE, make sure this young man is on his way to some sort of a promotion or raise! I tried to give him a cash tip... and he refused! 100000000 rating out of a 10 point scale!

Magdalena P. on

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Miguel angel H. on

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Everything was really great.the guy who help me,fantastic.i like the service.thank you

Michael T. on

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The windshield was covered in bird dropping’s. Had to go back to get it cleaned.

Alexander V. on

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Customer did not leave a comment.

tomas m. on

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Nothing. You are doing right.

David Z. on

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Munchuporn M. on

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Frank V. on

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Need to clean inside & out windows and mirrors. some air freshener kinda smell bad.

Joellen H. on

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Customer did not leave a comment.

KUIANA T. on

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Wow! I love what you guys have done with this location and just wanted to say awesome facelift. Nice work fellas!

Lukasz D. on

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neal s. on

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The staff here really pulled thru in moment's notice for me during a rushed move! Whoever manages the joint is hiring solid, helpful people.

Thomas P. on

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I really can't think of anything. You all did an excellent job, and didn't find any pretext to add on any unnecessary charges. This means I will be back soon, knowing I can expect to be treated with a directness and consideration that keeps my budget in mind. Thank You

Lauren R. on

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The staff was efficient and friendly, and the truck was clean. If my experience was typical, I don't see where any improvement is necessary.

Michael B. on

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Everything went very well. All I needed was a truck for a couple hours to run to the hardware store. The staff was very friendly and efficient which is something I hold in a high standard

Phillip S. on

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I was dreading bringing the truck back thinking there would be long lines and it would take a long time - wow - I was in and out in 5 minutes - they couldn't have been more helpful and professional

Scott P. on

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The staff at this location are amazing!

David B. on

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Todd B. on

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george m. on

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quan z. on

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ronald b. on

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Hanish R. on

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Ronald K. on

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I didn't ask, but it may help to advise the renter where to return the vehicle. I wasn't sure so I just parked back in the same location that I picked it up.

Joseph Z. on

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Eduardo C. on

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Ronnie D. on

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Nothing, it was easy peasy

Ardavan O. on

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Mike S. on

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Roger M. on

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Parking for customers. But staff was awesome.

Diana G. on

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Your website put me down for wanting items I did not order, and the cashier had to override that false request.

Linda L. on

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easy check in and check out.

Mark S. on

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Sonia M. on

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jerome c. on

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Great location and service. Ive used this uhaul at least 5 times.

David Z. on

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Employees were helpful, and extended rental was nice, but returning the van was very confusing. Representative on phone told me I could return after-hours, but I was unable to find a key dropbox and had to return the next morning with the key instead.

Tom E. on

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Improve? Nothing. When the gas wasn't as high as the check-out docs said, I called, and they took care of it. No BS. The pickup looked like it was brand new, too. Good customer service, and no line when I arrived or dropped off. When I called, too, I wasn't on hold for 40 days and nights like Noah in the ark.

Marlin D. on

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Jonathan K. on

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Great equipment! Great service! Thanks!

benito c. on

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jenny c. on

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My nane is Jenny Cordova The service was great but my parked car was hit by obviously someone who had to back out of a spot at this location had to file a claim with my insurance due to ur facility not wanting or being able to show surveillance footage of the incident but being that my car was parked directly in front of all cameras and directly in front of this facility police said this should be able to be resolved but being no note was left on my car or the person who rented from the u-haul facility did not go in to disclose that they just backed into a parked car it is considered hit n run this incident happened between 11am-2:00 when I returned my rental but I take issue with the person who did not report this but being it happened on u-haul premises police and my insurance company both said this matter should be handled easily because it being done rite in front of cameras so I hope u-haul is going to also be helpful in this matter not reporting this even to use is so very wrong on the part of this person who did this in one of your rentals on ur property needs to be held accountable in the officers words but other then this unfortunate incident u-haul was great in getting my rental done fast easy quick thanks.Mrs, Cordova

REBECCA R. on

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I called in advance to make sure the location would be open for a late return. I was told by a Uhaul representative it was. It was not. I was given the option to return to another location for an additional fee. When I aslked if the fee could be waived, I was told that the area manager, who does not work on the weekends, would have to decide if he could reimburse us on the next business day. So, at the last minute we had to change locations to one further away that accepted late returns. It was a huge pain and I would not recommend Uhaul after this experience.

Mark C. on

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Michael L. on

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Easiest U-Haul experience I've ever had. A+

steban g. on

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The folks there where super nice

Gary M. on

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Customer did not leave a comment.

Nicholas R. on

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I made a reservation online specifically requesting after hours pickup, due to my work schedule. After my reservation was complete, I made arrangements for several people to be available to help me move a latge amount of furniture. Several hours after making these arrangements, a representative from this location called me and told me that my reservation could not be honored because this location did not do after hours pickups due to trucks being stolen. I explained the situation to the employee who said there was nothing he could do to help me. After pushing and pushing, he finally told me that he would check another local location to see if he could transfer my reservation there and would call me right back. After about forty minutes went by without hearing anything back, I called back and was told that no locations anywhere in the area would do an after hours pickup. They were unable to explain why I had been allowed to make the reservation and why the other employee I had spoken had thought it would be possible to transfer my request but never called me back. In the end, they were unable or unwilling to find a solution for me for tbe problem they had created.

Mikhail D. on

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Julie L. on

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GREAT

Carla W. on

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Show customer where the lockbox is located! There was nothing on the car or when I called the customer service number they didn’t know it was on the mirror!

ROBERT S. on

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Everything was fast, and the people were great. Just wish there was parking at this facility.

Jeffrey K. on

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Customer did not leave a comment.

robert s. on

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problems: no bathrooms!!!!!!!! no parking online check-in was a total waste of time, as it gets duplicated during on-site check-in.

Tim W. on

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This location 100 Valencia, is exceptional. It’s staff is super professional and extremely kind and courteous This is true about the four men who i have been helped by while renting there, on three separate occasions in the past week Highly recommended

Lynn A. on

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The Valencia Street team did a fine job of recovering from a self-service vehicle reservation whose previous renter had not returned the vehicle. Once I took a taxi to their location, 3.5 miles from the self-service pickup location, they smoothly processed my rental contract. I will never use self-service again, but will be happy to visit the Valencia Street location.

Robert T. on

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Great service rep helping with the pick up and drop off.

Sok-Im T. on

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Customer did not leave a comment.

Karen Q. on

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Everything was fast, pleasant, and staff was excellent. Thank you

Peter G. on

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Leopoldo A. on

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The rental van was super dirty.

laurie S. on

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I would have preferred having a staff person escort me to the truck and show me how to unlock and lock the sliding truck door, release the emergency brake, etc. The lever to release the brake was bent (also unlabelled) and I couldn't get it to work for the longest time. I do think it should be standard to give a 5 minute orientation to the truck.

Corey C. on

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Cigarette smoke smell in the van, but otherwise great

gabriel s. on

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Customer did not leave a comment.

CHRISTOPHER M. on

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An improvement would be to have some parking spaces to leave a car overnight; that would make it an excellent location. It is still a very good location because it's close to the freeway and easily accessible with public transit. The staff are friendly.

Shafa B. on

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Cheaper per mile cost. It is too expensive. I will look at other options in the future.

YASUYUKI T. on

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I am glad that you changed the inside. It looks more spacious and friendly, instead of looking like an extension of a warehouse. The gentleman who took care of me was very informative and helpful. Thank you.

Terrance H. on

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Brian M. on

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Jason L. on

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Linda B. on

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Jeff B. on

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I had an excellent and experience and the staff was very helpful !

Bryan O. on

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First off - I never fill these thing out but felt like I had to.. This location is consistently freaking awesome. The customer service and professionalism is always on point. Always a pleasure working with you guys - taking the stress out of getting a rental vehicle one trip at a time! THANK YOU AND MERRY CHRISTMAS

Danielle R. on

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All the employees were wonderful.

Tailoni T. on

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Nikki B. on

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ramin s. on

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I called the branch a day before to make ask if a pick up was available for next day. The lady who answered the phone asked for my social security number??!!! I insisted that one does not need such info for checking on car availability. She then asked me for my phone number and address. I again insisted that she did not need such info just to check availability. Finally she did give me the info and asked for my Credit card number. ??!! The following day I stopped off and got the [pick up truck on the location. The car was ok but had Tire Service Warning sign ON and there was an orange warning sign ON. Due to these warning signs I could not even read the mileage. the seats were dirty and even in the back of the pick up there objects like bottles and bits of plastic objects. The least they could have done is clean all this stuff out.

Shea R. on

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Callie f. on

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gabriel s. on

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Ryan D. on

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I called to see if I could get a few hour extension on my rental truck. I was told that I could, but I would be charged extra, and could then drop the truck off after hours and “drop the key off in the drop box”. I payed for the extension and when I returned the truck, I spent 30-45 mins walking around the property in search of the key drop, but was unable to find one, so I eventually left and had to come all the way back the next day to return the key. When I did so, the people at the store said there was no Dropbox at that location. I was given offered an extension on the rental and charged a fee on false premises

Josh W. on

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GREGORY H. on

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Love the location. Friendly costomer service

Jamie H. on

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Valen C. on

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Shayne S. on

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Nathan S. on

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Great staff. Great service.

Mason D. on

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My window crank was broken (I fixed it myself, your welcome) and then when I needed to extend the rental it was fine with one agent then the store called asking where the truck was... then it needed to be back? when I was denied to extend the rental I still was unable to complete my move so I had to return the truck this morning even though the day is paid for?!? Also one of the reps mentioned giving me the weekly rate when I extended? The worst part is I never finished my move so now I have to pay for a new rental. Not with U-Haul that’s for sure.

John C. on

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Maurice D. on

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The uhaul application to walk up to the equipment and go doesn’t work. Gets to the photo verification stage and does.

JIM S. on

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kevin H. on

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Troy and Ameh were great. Overall Troys and employees at this location are very good and have great customer service. Equipment is very clean, stickers up to date, very well organize. Overall this location is great. Yours truly Kevin Henry????????

Noel M. on

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Andrew T. on

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sheel p. on

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Danielle H. on

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This van was awesome. Glad we didn't get an older model.

Edward S. on

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The van smelled like a wet dog

Newton J. on

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The mileage was not accurately recorded. I brought the truck back at 3456 but it was recorded as 3466.

Chandler V. on

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Customer did not leave a comment.

Mitchell F. on

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Crew was very friendly and created a pleasant and frictionless customer experience.

Stephen E. on

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The guy helping me out was super nice, efficient, and offered some extras but I didn't need anything more than what I already had. Thanks!

Humam T. on

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When I rent Uhaul, I couldn't park my car for 2 hours, I have to park it way way too far info the street and walk for over 15 minutes each way.

layla s. on

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Customer did not leave a comment.

Alex L. on

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The last customer who rent the pickup, smoke inside the pick up, and the odor was bad.

John F. on

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It was really surprising in a bad way how bad the mileage was in the van. By my calculations, about 10mpg, which added about $14 to my overall rental.

emandy h. on

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Customer did not leave a comment.

david m. on

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Nothing. Streamlined, efficient experience with a lot of good young guys working hard. I use Uhaul about 4-5 times a year for business, and I keep going back because of the great experiences I have here.

Ryan D. on

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The van I rented needed to be swept. A bunch of dirt. It really wasn't that big of a deal but enough that I can't say it was clean.

Heather M. on

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They had the vehicle I had revered but couldn't give it to me because it didn't have gas. then they gave me a van with mechanical issues. Then I had to call and was told I had to call roadside assistance. We missed our first holiday pick up for the nonprofit I manage. Never once did anyone through the whole process say- sorry for the error. I was treated like I was scamming the company.

Ryan H. on

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No improvements needed, service was good.

John N. on

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The staff was friendly and quick

Thomas R. on

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Customer did not leave a comment.

Kosol D. on

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Melinda S. on

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Christi D. on

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The estimated price should be on hold rather than charged then adjusted to the customers account. It's very inconvenient to have to wait for overpayment to be credited back.

Nick L. on

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The pre check in experience would be better if there were lockboxes where the trucks are rather than having to go into the store to get the key. Otherwise everything went well.

David F. on

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Appreciated using the app for this.

Katie S. on

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Customer did not leave a comment.

Mulholland D. on

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Simon B. on

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Lydia L. on

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The two gentlemen working the Sunday morning I picked up were super friendly, helpful, and patient. I felt very well taken care of. They took the time to examine the vehicle and my reservation with me. It seems we took a vehicle that had just been dropped off, so all the surface dings were inspected and agreed upon. When we started driving we noticed the windshield seal was significantly coming off, the windshield wipers were significantly worn, and the oil gauge was not telling us anything about the oil level in the vehicle. All these things should have been reported by previous renters. We did report these when handing in. Not at all the responsibility of the employees at Valencia St.

mark h. on

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The staff was great. Very polite, professional and cheerful. This location is great one-stop pack and move Center.

David K. on

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Customer did not leave a comment.

Richard O. on

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Dario R. on

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Joel H. on

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Samer S. on

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Anna D. on

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SCOTT W. on

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Russell E. on

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Easy to get to - staff is calm, cool, collected - always easy in and out. ??

Carlos J. on

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Customer did not leave a comment.

Patric W. on

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everything went quick & easily. Good ezperience

Dale B. on

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Everything worked out just fine. Didn't take more than 3 minutes to check in or check out. Appropriate amount of people working for volume of traffic. The quicker I get in and out, the less time I have to notice what's wrong with your system and this experience was as fast as it needed to be. Great job, keep it up.

Jeff B. on

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Quick, Fast, Efficient . In-and-Out just what you want !

Belinda B. on

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Everyone at the desk was super helpful!

Eugene B. on

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Not a thing

mehmet s. on

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Good, friendly and very efficient customer service.

John T. on

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Can't say the van was clean because there was a lot of mud in it and the outside was filthy, but it didn't matter, so its not a knock. The online rental process is really version .9. It is too long and clumsy in too many ways. I trust you all will make it better.

Patric W. on

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It was easy to get the truck

Marc J. on

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The team at 100 Valencia were awesome! Thank you

Peggy P. on

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Customer did not leave a comment.

Eric F. on

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Online and through the mobile app it says that there is a 24 hour drop off for this U-Haul location, and there is not, leading to confusion and 45 minutes of wasted time trying to find it and communicating with customer support who were very helpful. The website needs to be updated or a drop box needs to be added

Lennart M. on

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Customer did not leave a comment.

kevin H. on

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Everything is great the fellows at Valencia street are great and are on point with the trucks. As an ex Uhaul worker these trucks are clean, tags of check in up to date, everything is great. Troy and staff are on point

Lawrence L. on

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Improve the iOS app. I had to log in multiple times, that seems unnecessarily.

Ronald B. on

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Nothing

Lawrence T. on

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Customer did not leave a comment.

Forrest S. on

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First time using Uhaul - easy, straightforward experience. Staff was friendly and helpful!

kal g. on

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Troy and Alex where the best Troy received me with a big welcoming smile Troy was efficient and fast. Alex was very polite and friendly it didn’t take anytime to check me out. Great staff.

Matt R. on

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The mileage listed on my receipt is wrong ; I picked up the van with less than a 1/4 tank of gas. On 2 separate e-mails the gas is listed as between 3/8 & 1/2 a tank, in the other it's listed as 3/8ths of a tank of gas. Also the man who issued me the van took my cell phone from me and walked over a steel grate containing sewage water. The grates were wide enough to have my phone slip easily into the water had he dropped it - he did this twice !! Please re-train this guy so that he promotes some common sense. The next time I rent from you I'll document things and point them out to the staff before I leave the property.

ALEM B. on

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location has great customer service. Ryan and Ahmed made the experience easier than any other rental experience. Only improvement needed is to give customers vehicle with full gas of tank.

sabrina h. on

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The staff is really friendly and the trucks I've rented have always been in good shape. My only complaint is that it is unclear how you are supposed to leave your keys if you are dropping off your vehicle after business hours. I booked a truck for 4 hours between 3:30pm and 7:30pm but the store on 100 Valencia Street, San Francisco, closes at 5pm on Sundays. When returned the truck, another person was also returning his truck and we were both unsure if we were allowed to park in the spots right in front of the store as the pick-up area was closed. Then, when i finished taking pictures and going through the motions online of returning my truck, the website concluded the process with a picture of an orange drop box and told me to leave my keys in there. There was no orange drop box. There were, however, two lock-boxes - one of which was locked with no way of opening it because you needed a code. The second lockbox was open, but since I had returned my truck at the same time as the other person, if I had locked my key in it, he would not have had an area to leave his keys. So I waited for him to finish his return process as well and we locked both our keys in the lockbox. Before we even did this I called U-Haul customer service and the woman I spoke to had no idea what we should do with our keys if there wasn't a drop box. If I had been in a rush, this might have been a problem. I just felt uneasy about leaving the key in a box that someone else might have access to and having the next person accidentally take the wrong key.

Jake W. on

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There were Cheetos on the floor in the cab of the truck. The locks/keys barely worked as people had tried to drill out the key hole and break in and the seat belt light kept beeping even though both belts were buckled. Not to mention you allowed me to rent a car for 12 hours (9:30am - 9:30pm), but the location closes at 5pm and there is no key drop so you were going to charge me an additional days fee because I wouldn’t be able to drop the car anywhere else. This is a terrible glitch in your system and should be fixed immediately. I would also like my money back as I over filled the tank from when I got it.

Sofia U. on

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You have great customer service! Keep going! Thank you.

kevin H. on

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Troy and Staff are very great. I strongly recommend U-Haul to everybody. Very good and professional staff here. Trucks and utilities are clean and on point. Again staff is great service here

Steven B. on

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Customer did not leave a comment.

jacqueline m. on

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Overall great location. Ahmed showed exceptional level of professionalism.

Stephen H. on

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Customer did not leave a comment.

tom s. on

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a very good experience... polite and efficient service.

Marc Y. on

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When I went in, I was helped by Divbon Jordan and Ahmed. This was my first time ever renting a u-haul and they were so helpful. They walked me through all the steps and made me feel comfortable with my choice to rent a u-haul. They make a great team. Excellent customer service! Will definitely recommend to a friend.

Drew F. on

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Customer did not leave a comment.

destinie s. on

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Customer did not leave a comment.

Barry M. on

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Customer did not leave a comment.

Avery D. on

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Employee told me to go rent it online when I was in store because he told me it takes longer. I was like, "wait, what?" Also, gas was below 1/4 when taken off premises

Kenneth K. on

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This is not for the location but the self check-in app. It took me 15 minutes to do the self check-in which is way too long. I was asked to send photos of me with the truck in the back ground at the end and that should have been part of the requests in the steps rather than at the end when I'm dealing with the remote/app agent. For this location, I see they changed where the desk is. It is a better layout so that was a good decision. The location seems better staffed than in the past. I think I'll just check-in with them instead of using the self check-in app. I think it would have been faster.

Oscar T. on

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Great customer service !

Zane S. on

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I liked the electronic pickup. If you can't have parking for customers then try having a handout with close parking recommendations.

Seth K. on

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- Consider store operating hours when confirming online booking. I didn't want to keep the truck overnight but had no choice because the store was closed when I expected to drop it off based on my reservation pickup time and duration. - Start with full tank of gas

Elle S. on

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Fix the seatbelt for the driver

Eido G. on

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upon arrival, the attendants were not helpful at all. They asked me to check in to the truck via my phone which took a while. the app wasnt functioning well and they didnt help us. When we told them about the dents and scratches on the car they didnt come out to see it, just told us to take pictures. when I informed them the app didnt take pictures, they said "dont worry about it" and remained glued to their phones. I understand the app is there to make it faster to get the equipment, but its not trivial and definitely not a replacement for customer service. This was a very poor experience and I do not plan to go back to this location.

Ella R. on

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The service was great and I was able to pick up my van a little early since it was stocked appropriately but the van was pretty dirty (cabin chairs and back bed). Some sticky, gross substance stained a light pink bookshelf of mine even though I tried to avoid all the obvious dirt clumps. Additionally, there was no parking lot to leave our car while we used the U-Haul so we had to waste more time dropping off the car before and Lyfting to it after.

william t. on

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The truck I rented was a very recent pickup truck that handled well and was comfortable. However, it was very dirty

Patrick C. on

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The staff member was very nice, clear, and efficient. He made the check-in and check-out process very quick and easy. At check-in, the truck's gas meter was different than what was shown on the paperwork diagram. While the gas meter initially appeared to reflect what was indicated on the paperwork (between 1/4 and 3/8 tank) when the engine was turned on, as soon as I shifted into "D" it fell below 1/4. I felt a little cheated by this -- even though it's only a matter of a few dollars, the optics seemed slimy, and I felt nickel-and-dimed.

Newton B. on

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Customer did not leave a comment.

Sharleen r. on

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from my experience,it seems to be well run, no non sense, in & out.

kelly m. on

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This location always does a great job!

Mehron A. on

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Employees provided incorrect information about returning the vehicle, specifically returning the lock key leading to myself returning after hours to return the key without receiving the code, which I was told would be provided when I checked out online. Therefore I had to return the next day, which was a huge inconvenience. Also, U-Haul tried to charge me for 2 days when I was told my time would be extended.

German G. on

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Customer did not leave a comment.

christian p. on

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Everything was fast and smooth the way it should be. No improvements needed.

Charles G. on

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I will use them again

Fumi L. on

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Very efficient and friendly staff. I am glad that I chose this location.

Noah H. on

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The automated system told me to drop off at 100 Valencia St specifically for afterhours drop off. Upon completing the webform, I discovered that there was no key drop available. I had to return with the key the following day at my time and travel expense. With that said, I spoke with the staff on site and they made sure it wasn't an issue. I recommend putting trash and recycling receptacles on site.

Halil A. on

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I had a 9AM appointment, the store did not open until 9:40AM. I lost time because of that. The vehicle was fine.

Sara P. on

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If you're going to require multiple phone numbers you need to put that information on the booking site. I lost two hours off my time booked running all over town, and ended up having to buy a phone for $50. What utter nonsense. Not a good experience at all. And the manager was really rude about it.

Kyle A. on

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Customer did not leave a comment.

SHANE M. on

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Waited 5 min before anyone acknowledged my presence or even checked to see if I’d been helped. I paid the extra $10 for the insurance and I guess that meant that picking up a dirty van was covered? I did pick up my rental early and they were able to accommodate but wouldn’t have minded waiting to have a clean vehicle. Overall the person that helped me seemed to be completely preoccupied and gave the bare minimum customer service. The location was convenient but otherwise the serve was subpar.

Raymond H. on

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Everything was easy!!

Dayna L. on

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It's was great.. Smooth

labeeb s. on

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Customer did not leave a comment.

CHARLA S. on

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thank you

Linda S. on

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Customer did not leave a comment.

Sarah V. on

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You are clearly in the middle of some office remodeling, but the rental was quick and easy, and everyone was very helpful. Thank you.

Georgi M. on

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Customer did not leave a comment.

young D. on

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Jon D. on

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Paul A. on

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The truck was unfit for use. The cab was filthy, broken armrest, driver seat track was broken, and smelled like a homeless person was living in it. The cargo area was likewise filthy and the floor covered with dirt. I had to clean it out BEFORE I could put my cargo in it. This is not an exergeration.

Valerie P. on

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Nothing. My experience was great!

Shannon R. on

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Service desk was great; our truck was very dirty but in the big scheme of things it didn't really matter to us much.

Ronald B. on

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Customer did not leave a comment.

Fei O. on

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Customer did not leave a comment.

Justin P. on

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Customer did not leave a comment.

Samuel R. on

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Customer did not leave a comment.

Joseph Alexander R. on

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Customer did not leave a comment.

Carl S. on

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Great experience

Cecilia H. on

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Customer did not leave a comment.

Jeremy W. on

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Customer did not leave a comment.

michele f. on

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Getting and returning this rental easy. Great experience

Bao V. on

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Location ok, but corporate tried to over charge me.

Timothy C. on

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The truck was a somewhat distressed. For example the door grips were coming apart as well the sun visor.

ALAN E. on

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Customer did not leave a comment.

William K. on

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Easy in. Easy out. Friendly and helpful.

Ed L. on

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Customer did not leave a comment.

mark m. on

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They told me to drop off in the parking lot on the side and that there would be somebody waiting. There was not but there was a sign telling me to wait with the vehicle. I did. Nobody showed up. After fifteen minutes I went to the office and there were two guys there. They asked if I had the keys. They were very pleasant, and said I was free to go, they would email me the receipt. Would have been nice to have the guy in the morning to tell me what to do if there was nobody there at drop off, and a sign saying the same. Thanks. The van by the way was great.

David P. on

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Customer did not leave a comment.

Chris E. on

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There were no problems with the employees or vehicle. The problem was the app. The Android app would not allow me to complete the return of my vehicle when I was trying to pay. I tried multiple times but the app keeps dying. In the end, I had to ask someone to use their iPhone in order to complete the return.

david s. on

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Customer did not leave a comment.

david m. on

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These guys are all pretty young, and it's really amazing to see how serious they take their jobs. They've always been courteous and professional. The check-in and return processes have always been easy. It's not often that you find a group of young guys like this... keep them for as long as you can!

James G. on

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Customer did not leave a comment.

ann r. on

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Just be sure that the gas tank of the rototiller is full. There was a washer missing that we replaced. Otherwise, the rototiller was great. The location was great for me.

Ken W. on

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They didn't even have the truck ready at the time I reaerved it. Because of that, I had to delay my move by one day, which was incredibly inconvenient to the manager of my new apartment, and a meeting with my boss of my new job. Absolutely was a bummer. I'm really Disappointed, Uhaul.

Cynthia S. on

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staff were very friendly and helpful. Seems like the location is in need of some cleanup-seems like it is being remodeled. Cynthia

Daniel E. on

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Great experience with my rental this past weekend.

Raphaelle M. on

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Customer did not leave a comment.

David P. on

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Easy pick up and drop! I'll use them again!

Yanush C. on

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Customer did not leave a comment.

Sam D. on

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Please don't send me to a location for after hours drop-off and then have the location not accept this method. I made sure to receive confirmation on the phone that I could drop off the vehicle there around midnight, yet I arrived and was unable to. I had to come back the next day.

paul m. on

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Customer did not leave a comment.

Lance L. on

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Both the staff who took my reservation and the general manager who released the van to me were very friendly and helpful!

Philippe G. on

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Customer did not leave a comment.

Liang En C. on

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Customer did not leave a comment.

Richard F. on

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I don't thing you need to change anything. Your staff was friendly and knowledgeable. They answered all my questions. This is the second time I've rented a U haul Van in about a month.I will definitely return to this location again . Thanks

Maximilian M. on

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Staff was super helpful and friendly, truck with equipment was picked up and returned very easily. Thanks!

Donald B. on

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Low location rating simply because store is in the middle of a massive renovation so looks like a war zone (also area around store is a magnet for homeless, but not store's fault so that didn't factor into overall impression.). But I had mobile pickup and none of the several vans parked in store parking area were mine and there was no signage to direct me into an adjacent lot to find van, so that immediately concerned me that I'd be stuck ina line. Attendant inside was helpful, friendly once I got his attention - he was sitting at a makeshift desk area with back to door and wore nothing to indicate he was an employee while other apparent customers were milling about store. Outdoor attendant was similarly helpful in talking me through mobile app's requirements before he would handoff keys. Van itself was a mess as damaged all the way around but most had been marked with small "x" and ran well enough for my needs. I appreciated being able to take and upload pics of remaining damage rather than the old way of having to have wait for attendant do the walksround. Return was swift. Overall would have been "A" if I would've initially been directed straight to the lot with no worry of waiting in line.

Jimmy L. on

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I appreciate the U-Haul representative taking time to explain the process and looking for the best deal possible for my reservation. I hope to use U-Haul service again in the future. Thanks

Olivier M. on

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Customer did not leave a comment.

John H. on

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The truck was not very clean inside the cab. the driver's side handle to roll down the window was broken as was the air conditioner. The gas was 1/8 below full. It was a pretty disappointing experience with the vehicle.

Luis F. on

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Customer did not leave a comment.

Edward S. on

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The store is under renovation and kind of a jumble but the guys were on it regardless and do a great job!

Sara C. on

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Customer did not leave a comment.

Michael C. on

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Customer did not leave a comment.

Flynn G. on

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I was not informed that there's no drop off keybox and ended up waiting around for almost an hour after midnight trying to sort it out. Then had to come early the next morning to drop off the key. Very frustrating.

Margaret Ann K. on

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Customer did not leave a comment.

Kevin H. on

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I needed to return my truck later than the 24 hour period i had rented it for. I opted for a new return time four hours later and the cost was twice as much as the original 24 hour period before it. Unreasonable costs deter future business. I feel like a loyal customer, but now i am questioning what I am to you guys. If you wanted to punish me for not being finished in 24 hours, congrats. Uhaul of all people should understand that their customers have unforeseen events happen while they are moving. Also, I called ahead of time to arrange the later drop off time (8pm) and I was told by 'Brandy' on the phone that it would be no problem at all. However, the location did not have any kind of night drop for the keys or any way whatsoever to verify that I had returned the truck at the new later time. On top of all that, I had to return the next day to formally process my order and return the truck (which just sat there all night). Why even bother? I had to make unnecessary trips to return the truck and then come back during business hours to hand them the keys. On top of the confusion and expense of a move, this was a huge hassle for no reason.

Hanish R. on

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Customer did not leave a comment.

Rachen K. on

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Customer did not leave a comment.

Steve G. on

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The pick up was new, fewer than 500 miles but was covered in dust. May be due to the location under a freeway. Staff were helpful and the process was easy.

Bridget s. on

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Great, fast service !

David Z. on

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Customer did not leave a comment.

Elizabeth S. on

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Customer did not leave a comment.

Randy T. on

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Customer did not leave a comment.

carl s. on

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No improvement is necessary as far as I can see!!

Richard F. on

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Nothing, I reserved my vehicle on line , it was ready for pick up at the scheduled time. The whole process took less than 10 minutes. I was checked in and out and off to my destination. I will definitely become a repeat customer...

ricky m. on

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None at this time.

Steve Y. on

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Great service and people at this location Market and Valencia st. Will definitely use again and recommend!

JACKIE W. on

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Returns after hours is not clear at all. There were 3 people at the office/store trying to figure out how to return the uhaul at 8pm...

Marcus C. on

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Customer did not leave a comment.

Jennifer C. on

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Didn't feel entirely safe alone in the parking lot taking a photo of my ID and entering my credit card info. Would prefer to do this in advance in the safety of my home, or at least inside with a staff person.

Tony C. on

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Customer did not leave a comment.

NATALIA F. on

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Customer did not leave a comment.

Kelsey R. on

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Could not find the drop off box for the keys, but thankfully there was someone to pick it up from us.

Sarah G. on

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The mileage was wrong on my contract, as well as the gas amount. Also, there was numerous dashboard lights due to low tire pressure on the truck. I completed my checkout online so I wouldn't have to wait in line when I arrived but still had to wait in line to get my pickup truck. What's more is that the attendant had to refill the form all over again even though i had my confirmation number and details already in a contract. What a waste of time and money! I am already looking for another company that offers this service. Uhaul has just gone down hill in service.

John M. on

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Allow access to restroom for customers who are about to drive a large vehicle for the first time on a freeway. Seriously. Also, phone contact said there was off-street parking. There was not. Could have been a real problem at this crowded urban location.

steven s. on

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Friendly and awesome staff - will rent from them again - Cheers !

Mark D. on

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Great service at a convenient location

James P. on

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The help is always very nice, Alex was great to work with

Reiko A. on

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Clean vehicles. Staff was pleasant.

sal c. on

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Customer did not leave a comment.

diosdado r. on

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Customer did not leave a comment.

Dan J. on

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Customer did not leave a comment.

Alan S. on

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Customer did not leave a comment.

Hal T. on

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Customer did not leave a comment.

Henry Y. on

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good job!

Alex G. on

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Keep up the good work.

Way Man G. on

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Customer did not leave a comment.

Sergey P. on

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The help crew I ordered thought U-haul website came without the truck when they were suppose to drive it, this is a problem of your internal communication, since I made that very clear, they lost an hour going to Valencia street to get the truck and come back, broke my desk in half, destroyed my painting, it's absolutely horrible and in the end they were trying ti charge me extra for staying longer, because of there mistakes! I don't know why would you suggest this people in your website but that doesn't seem like good way to do business! very disappointed, lost time, had to do debates/explanations while already stressful moving, lost money, lost my table and my painting, it's outrageous and very poor service on both ends U-haul and the helping crew!

stephan f. on

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Customer did not leave a comment.

Jay E. on

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Customer did not leave a comment.

luis g. on

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Everything is fine ??

Mark G. on

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Customer did not leave a comment.

russell e. on

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The guys that work here are prompt and easy to work with - no hassle - it's nice to see a staff that makes sense and keeps it simple. Thanks!

Arin R. on

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Customer did not leave a comment.

rochelle h. on

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The van was dirty, full of debris and needed to be cleaned before it was loaded. My reservation as incorrect and the van had less fuel than was indicated in the office. Overall the location was convenient and that is the best thing I can say about it.

Joel V. on

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Customer did not leave a comment.

Edwin L. on

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Truck had graffiti on the sides of the bed. I'm sure that is not an image you want driving around advertising. The guys at the shop were great and very helpful

James J. on

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Customer did not leave a comment.

Christopher S. on

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- keep vehicles clean - train your young staff in customer service

Pou D. on

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Employees should walk through the receipt / additional charges after a vehicle is dropped off. They shouldn't assume that the customer would be able to break down the additional charges.

Ethan g. on

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Customer did not leave a comment.

jerome c. on

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Customer did not leave a comment.

Dinh P. on

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When I returned the car; the associate told me that the bill will come via email but I never received it. So I don't know how much actually I paid... There is no reading on mileage; gas level, etc..

John L. on

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Nothing!

Oscar R. on

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Fairly quick process, if done online.

Emily J. on

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There was graffiti on the van but very clean on the inside.

April J. on

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Friendly helpful staff, great experience!

Jocelyn F. on

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I thought the return would be easy, but it wasn't as convenient as I thought it'd be. I went through the whole process of taking pictures of the car, filling out the return form, etc. just to be told there's no key drop at this location. So I had to come back the following morning to return the key. This was just inconvenient. But, other than that, the equipment rental went smoothly and the staff was friendly.

Ashley M. on

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Customer did not leave a comment.

Hossein V. on

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I came at 7:10pm and I was not able to give back the car. I give back the car at the opening time 9am, but I had to pay anyway for two days (but there was no way to give it back before, and I had to return it max by 8am).

Armand W. on

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Customer did not leave a comment.

Chun Fai T. on

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May be put another seat for the middle one can 3 people use the car together

jared h. on

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Customer did not leave a comment.

KUIANA T. on

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Th best Uhaul experience every time in its own special way. Thanks again, your VIP Customer

wesley w. on

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The climate control on the truck did not work. It was a very hot day and we had drive with the windows open. Was not a comfortable ride

Bruce O. on

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Good manager , good seivce and friendy

Auritte C. on

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Side rear view mirror moved constantly durung the drive. It was dangerpus as i was not able to make any right turns.

Lean T. on

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No comment

Hillary M. on

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Customer did not leave a comment.

Frank G. on

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The U-Haul truck was clean and the employee was good. We purchased some U-Haul boxes and materials, paid a full-day rental plus CDW insurance fees. Unfortunately, we ended up with having to return the truck in two hours (only used 4 miles in round trips) without the opportunity of using the truck to move anything - due to parking difficulty. We wished some considerate flexibilities from UHaul office to offer some credit to next day rental…

Patricia L. on

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Customer did not leave a comment.

Tom H. on

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Good convenient site in SF

Duncan M. on

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Customer did not leave a comment.

charles s. on

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I am VERY concerned about the amount of info I needed to submit for a reservation. There was no option to NOT supply my date of birth, license # etc. ENORMOUS liability for ID theft. I'm deleting my profile pronto. Otherwise fine. Charlie Spiegel, Esq. charlesspiegellaw@gmail.com

Krista Z. on

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Nothing.....Van was new and very clean and staff was fast and very friendly. A great rental experience!!

carlos A. on

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The fuel policy is a bit confusing. Insteading of giving me a one-time adjustment for the confusion and having the customer leave with smile, no the staff proceed to argue policy. My great experience as a returning Customer was destroyed. Associates should be arguing with customer and debating policy. I'm a manager at a large retail store and I would have terminated that associate for the way he treated me.

Kyle N. on

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Customer did not leave a comment.

Saachi S. on

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I ordered a dolly but it was not included when I picked up the truck. Your office did refund me at the end of the day though, so it's okay.

John G. on

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Employees and location were great. Truck was beat up. Too many accidents. Back door was hard to close and didn't line up. Passenger door mirror was broken and falling apart.

alanna b. on

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The guys were so nice to me and helped me so much. I was scared to park the truck and they did it for me. Thanks guys

Daniel B. on

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Awesome friendly staff. Thank you very much!

Basil A. on

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Van smelled awful. Air conditioning didn't work.

Leon P. on

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Fast service, When I returned the truck they did not even inspect it.

Patrick K. on

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Truck had 3/8 of a tank of gas when I picked it up. The Web check out process would have been impossible without the help of the store personnel

Jeanne F. on

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Your gas policy rips me off every time. I'm a frequent renter. I'm handed a truck at 3/8 and expected through magical thinking to know how much gas to put in to return it the same. Your guide on your contract always works in your favor. Give me a truck that is full and you get it back full. Simple. U-Haul owes me about $35 in over-payment on gas.

sandy o. on

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To clarify, the shop has been there for decades and that shows. A facelift would be good for the morale of employees and customers alike. Staff were all friendly, made eye contact and helpful. That is why I have gone there many years for supplies and rentals.

Nabil I. on

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Customer did not leave a comment.

John S. on

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Allowing overnight drop offs at this location would definitely be in top of my list. Other than that, very friendly staff, and very attentive! I didn't feel like they were there to push sales upon me but rather provide me options which ended up saving me lots! The gentlemen who assisted me with check in explained things to me so easily considering I was going through a tough morning and was hard for me to focus, however he made things so simple for me that he got my attention and explained certain procedures and tips about the rental that I had no questions at the end. Quick and simple! This is the best uhaul experience I've received...

Eric O. on

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The Van I was provided was clean on the inside but the outside of the van was filthy! The windows were dirty, there were several areas of bird droppings all over the vehicle, there were large smudges of dirt and grime on the side and rear of the vehicle and there was a heavy layer to dirt over the entire body of the van that indicated that it had no been washed in a long time. Cleanliness was VERY DISAPPOINTING!

Silvia C. on

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Customer did not leave a comment.

Phillip S. on

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The rates on a van rental should be explained better or come up with a statement that says if above certain mileage you will charge the $99.00 a day rate!

SALLY F. on

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Great service, personable, engaged staff SO EASY. PRISTINE, exceptionally maintained and operating vehicle.

jonah g. on

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everything was great. everyone was helpful and accomdmodating. Uhaul rocks! Keep up the good work and great service!

ivy g. on

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Customer did not leave a comment.

Asad B. on

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The customer service rep was extremely helpful and friendly!

maria g. on

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Customer did not leave a comment.

Christopher F. on

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Customer did not leave a comment.

Juan Pablo C. on

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Customer did not leave a comment.

Paul M. on

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Make sure that the pickup truck beds are clean and clear.

Joann S. on

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Customer did not leave a comment.

terry d. on

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everthing went well.

George B. on

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All good!

Blake G. on

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Nothing, it was great!

Elizabeth O. on

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Customer did not leave a comment.

Linda T. on

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Professional from the moment I reserved online to picking up the van to dropping off. Excellent!

Philip S. on

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No parking. Lot with trucks fenced off from office.

Olivia H. on

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Worst nightmare experience of my life ! I didn't even get to use the truck fully and they forced me to go to the other location to exchange the car van out. The manager there does not know what he's doing and customer service is lacking BIG time. They gave me a damaged truck with broken key and still charged me even though they may be rented again at a different location so I had to pay twice for something I never got to fully utilize.