Customer Reviews for U-Haul Box Store of Downtown

Rating:

2.0

I used to like U-Haul because of the efficiency of getting equipment. I remember my excitement when first picking up a car self-service (probably 5 years ago if not more). It was amazing. Sadly efficiency continues to deteriorate. Your app does not install on my phone. I prepared the pickup as much as possible online, but still I get the same stupid questions when picking up the car (on my wife's phone logged in to my account). We then get assigned a car that is blocked in on all sides so have to go back to the desk and get assigned another one (of course back in line, though luckily the line was short). Oh, and it started when we arrived 5 minutes early for the scheduled pickup (9 AM, the same time the location opened). We attempted the online process - knowing it would require pictures of driver license and driver, but some generic error message suggested "some equipment was not ready for pickup". My wife called the number and someone quickly answered. However, it is again a complete waste of time spoiling the experience. If we cannot pick up the car because we must wait five minutes for the store to open then just tell us that. The entire experience is just poor. Why does it take nearly 30 minutes to drive off with a car? Even Avis does WAY better than that, and they don't have "self service" pickup.

Rating:

1.0

Hi, I rented a truck on Nov. 15, and since it was my first time using U-Haul, I expected the process to be straightforward. Unfortunately, my experience was disappointing. According to my receipt, I was charged for 24 miles. However, I only drove from the U-Haul Box Store of Downtown (100 Valencia St) to move my belongings from 1489 Webster St to 709 Geary St. This trip is about 2.3 miles one way, and even with a round trip, it should not exceed 10 miles in total. It’s impossible that I used 24 miles. Additionally, when I tried to take a photo of the mileage and complete the return process through the U-Haul app, the staff member told me not to do so, which I found very concerning. I also asked whether I needed to add fuel before returning the truck, and the staff member said that as long as there was fuel, I didn’t need to add more. Despite this, I was later charged a $30 service fee for fuel. Could you please review my charges and help resolve these issues? Thank you for your attention. Best, Jiahui Jiahui

Rating:

5.0

Excellent customer service!

Rating:

3.0

Was having issues with the final steps online

Rating:

5.0

Excellent people

Rating:

5.0

Very nice and warm people

Rating:

5.0

although only renting a hand truck, i really appreciated the suggestions and advice i got regarding how to wrap/protect the items i was moving. everything was handled easily and professionally.

Rating:

1.0

How can you offer after hours but not enough parking spaces for anybody to return a truck after hours? It was very frustrating to book this location specifically because you offered after hours, only to arrive and find all spots taken and be told by customer service that I'd have to cancel my work the next day to return the truck.

Rating:

4.0

Staff at this location was very helpful. However they had to deal with a broken computer system when I checked in and it caused problems. Also, the passenger window on the truck did not open and the cover for the gas tank was broken. FINALLY and most important, the gas gauge listed 107 miles until empty whe we started the can but as soon as we drove away it dropped to 30 miles until empty and the gas light came on. This caused lots of stress since we are not from the area and were heading over the Golden Gate Bridge. So the van didn't actually have the gas in it that the contract said it did. This was very disturbing.

Rating:

5.0

Nothing. Everything and everyone was perfect.

Rating:

5.0

Thanx, you folks were great!

Rating:

5.0

We had a truck that leaked. Manager at Valencia location was very helpful and fair.

Rating:

5.0

this is the second time i rent from here in the past two months, and one of the employees recognized me! it really made me feel valued as a customer :)

Rating:

2.0

The agent that checked me in was more interested in watching the Forty Niners football game than helping me. Very poor customer service.

Rating:

4.0

Good service from staff for first-time customer questions.

Rating:

4.0

Lower your prices

Rating:

4.0

The store was closed when I tried to return my truck so I had to call customer service to get someone to open it it. Other than that, a great experience

Rating:

5.0

Fantastic overall really! Excellent service by U-Haul team at location!!

Rating:

4.0

I think everything and rep was great

Rating:

5.0

great service

Rating:

3.0

The app didn’t work when I needed to take photos. I filled out all the info and used the app but still had to upload self photo and id. What’s the point of making us do double entry. I the guy that helped me was very nice. So that’s one good thing.

Rating:

2.0

Due to the safety in the surrounding neighborhood, particularly at night, I understand that the U-Haul gate needs to be padlocked and closed after hours. However, that leaves a very small lot for drop offs and I could barely fit the U-Haul, let alone park it legally in that lot. That was frustrating to figure out late at night while stepping around literal human feces and dealing with unstable people coming up to me.

Rating:

2.0

The lock was not working well on the back of the truck, and it took me a few minutes to lock it every time. Also, the 6 hours I put is my estimated time, and I didn't realize you would consider it as the time I should return the truck on the contract. I used the truck for 13 hours, but you charged me 2 days and coverage usage. This was very confusing to the customer who didn't know your policy. You consider a day to be the time I enter, but I suppose I have 24 hours to use the truck. I just didn't know your trick, so you charged me 2 times. I won't recommend it to any friends.

Rating:

1.0

Unprofessional and rude customer service staffs, did not helped at all just told me to download the uhaul app and follow instructions to sign up and reserve the rental, while he was on his phone watching some internet video the whole time. I had to do everything myself even drove the rental can out and had to take pics of the van. The worse part is that this facility charged me for $150 from my debit card for no reason!!! I am very unsatisfied.

Rating:

4.0

Cab was dirty and the back had to be swept out.

Rating:

5.0

Great customer service!

Rating:

5.0

Staff was friendly and super helpful.

Rating:

2.0

The U-Haul experience has just gone downhill. The app is cumbersome, the in-store customer service is not helpful. Employees scroll on their phone do nothing and instruct people to use the terrible app. I checked in with the app, reported that the van I picked up was smelly inside the cab, was asked to provide pictures of the smell. Then when I turned it back the app asked if it was ready to be rented to someone else, I clicked no and the app tried to apply a $25 cleaning fee to me despite it being like that when I picked up. Employees don't have good customer service skills nor does your company have good resources like an active CRM system that can recognize frequent renters. So many issues. The reps just sit on their phone and try not to be helpful because that's the culture of your company.

Rating:

5.0

Staff is great here

Rating:

5.0

I like

Rating:

5.0

Thank you guys

Rating:

5.0

Appreciate it

Rating:

5.0

Everything went great except for the app. Slow, hard to use, and unhelpful. The actual staff and location was lovely, but the app would not take photos of my vehicle and would not let me move on

Rating:

5.0

The General Manager was amazing! Fast, friendly and courteous

Rating:

5.0

Your staff are very helpful and polite . Ms. Ellison, I will be back

Rating:

5.0

the gentleman at the counter was lovely. But your app SUCKS! It kept crashing and took me 4 times as long to get my vehicle. I'll likely use someone else in the future b/c of how inconvenient it was. Again, staff was great

Rating:

4.0

The vehicle I took was brand new and was in great shape. The check-in was a little clunky, since I had to repeat all the steps I had done already for my pre-check, but the U-Haul rep was very helpful and kind.

Rating:

3.0

I booked a truck, dollies, and pads. Only go with the truck and pads. U-Haul didn't fulfill its part of my agreement, and because of that, I couldn't complete my move. The location excuse that clients haven't returned the equipment is not my fault. You should know better how to manage your stock and don't overpromise!. To my surprise, the truck didn't have a ramp. Who can imagine lifting boxes and appliances in a moving truck? I don't move every day or even years, but this is U-Haul's business. You should do better!

Rating:

2.0

Went to this location twice in a week and both times had issues with equipment we had reserved not being available upon arrival. The first time we had to wait for a truck and the kind of dolly we reserved wasn’t available. Had to use a different kind of dolly which made moving harder. The second time we needed a furniture dolly and that wasn’t available either which made moving the large couch we were picking up significantly harder.

Rating:

5.0

I arrived just before closing really stressed with almost no time left before I needed to be moved out, and Barbara was exceptionally kind and helped me rent a truck and made sure I would be ok. Thank you so so much for your help and kindness!!!

Rating:

3.0

The Van was dusty when I got it, I returned it at the same condition. Yet - a $25 cleaning fee was charged. This is not consistent with my previous experience in this location - Not Good.

Rating:

2.0

Your website crashes, the App takes too long, the reps have no idea if we are a return customer. I've rented 100s of times over the past 15 years and each customer service rep needs me extensive confirmations to verify my identity. It's just a bad customer service experience all the way around.

Rating:

4.0

1) DO NOT CHANGE my online 24/7 reservation to a time-limited reservation and then try to charge for two days when I rented for <12 hours. 2) Impossible to take meaningful photographs of truck when they are parked cheek-by-jowl in your lot. 3) Impossible to pick up truck without stopping at counter. Your app/website suck.

Rating:

5.0

Very nice staff, explained things very clearly. Polite, professional, kind

Rating:

5.0

Great customer service and the U-Haul I rented was in good condition. I would highly recommend!!!

Rating:

5.0

I like

Rating:

5.0

I did not get refunded for adding extra gas.

Rating:

5.0

I’ve rented a few U-Haul’s in the past and this is by far the best location for customer service. The kind lady who helped me check my truck out was most patient with me as my Internet didn’t work. Haha and on return Justin was above and beyond. Friendly, kind and had no issues at all. 10 out of 10 definitely recommend.

Rating:

5.0

Good

Rating:

5.0

Good job

Rating:

5.0

Omar is FANTASTIC!!! He's extremely enthusiastic and efficient. Incredibly polite and friendly, knows the products and explains things very well. One of the best customer service reps I've ever encountered. I know he's already a manager, but he should be an exec.

Rating:

4.0

Good service

Rating:

5.0

All was very easy to arrange and at a reasonable price

Rating:

5.0

When I was going to put in contact information for U-Haul to verify everything for me, UHaul called me for an additional person. I really appreciated the call because I wasn’t 100% sure what I should be doing. I appreciate the customer service support over the phone & in the store please keep it up!

Rating:

5.0

Check out by phone took to long

Rating:

5.0

Truck drop off went smooth and fast.

Rating:

2.0

Getting and returning the truck was a nightmare

Rating:

5.0

nothing needs to improve, everything works well and especially all the employees are friendly.

Rating:

5.0

The trucks need a wash but they ran well. I just don’t understand how a truck that rents for & $19.95 a day can cost me $70 when I drove it 4 miles and returned it within 2 hours. Kind of a rip off

Rating:

4.0

There were no parking spaces on the lot available after closing, and people were double and triple parked in the lot. This is a safety hazard.

Rating:

5.0

Easy and excellent service

Rating:

1.0

1. My attempt at after hours return was a jaunt in hell, and judging by the number of trucks parked every which way, including blocking the next morning's street sweeping, I'm not the only one. You should install some sort of automated garage gate to facilitate returns, or make it VERY explicit that after hour returns aren't possible. I had to drive home and try again in the morning. Which wasted a surprising $ amount of fuel, and extra mileage. Not to mention screwing up my workday. 2. The steering wheel was falling apart and leaving black gunk all over my hands. Yuck. Yuck. Yuck.

Rating:

5.0

The van was in excellent condition , it was the best experience I have ever had with U-HAUL . I look forward to using you again. Thank you, Mark Paron

Rating:

5.0

Great service! Very helpful staff. janel I think is the name of the guy who helped me check in and check out . Was very friendly and professional.

Rating:

3.0

Maintenance of equipment should be improved, cargo van I reserved which apparently was the "only one working" from what one employee said to another, had "sensor issue" that was alerting to low air pressure in left rear tire and employee checked and confirmed tire pressure was good. Dash also showed that vehicle needed an oil change. Reason for lower review is that while I was in middle of moving my bank alerted me of possible fraudulent charges from u-haul. As it turns out an employee erroneously returned my rental while attempting to return another rental which cause my card to be charged over $1000. I had to spent over half an hour trying to figure out what happened, which delayed my move. Not a good experience overall.

Rating:

5.0

Excellent customer service. Super friendly and helpful.

Rating:

5.0

The staff was very helpful and patient, especially since I’m not a native English speaker. The pickup and return process was smooth, and the equipment was clean and in good condition. I really appreciate the good service and would definitely recommend this location to others. Thank you!

Rating:

5.0

Andrew, who was working when I picked up and dropped off my rental, was helpful, courteous, and attentive to my needs.

Rating:

1.0

This was downright one of the worst experiences I have had with any rental agency. When I arrived (on time) to the store to pick up a rental box truck (I had reserved the night before) the employee told me that the system was down. He told me to use the app and select "pick up truck". While we were waiting for the app to load (it never did) he answered the phone and completed 2 full reservations while I waited for him to get to me. 45 mins later, he finally got around to entering my information manually into their "backup" reservation system. More than an hour after I had entered the store, he finally gave me the key to the truck and told me that it would be the first one outside. It was not. I had to go back in and ask him where the truck was again, and he told me that it was actually thought it was around the corner in the back lot. I was the only customer in the store during this whole interaction and he seemed completely disinterested. When it was time to return the truck, I had to call the store for someone to come out and look at the truck. When the employee did come out, I had to argue with them that I did, in fact, get the truck from this store. After all was said and done, I got a receipt adding an extra $30 to my order for things like "Environmental Fee, Healthcare Fee, Facilities Fee" that added up to 50% of the cost of the rental in the first place. Had I known that they would charge so much in COMPLETELY undisclosed fees AFTER I had a quote and signed the contract I would NEVER have rented from them. The experience ended up costing as much as a lugg that would have been half the hassle.

Rating:

3.0

The U-Haul that we were given was extremely dirty and smelled horrible. We actually felt uncomfortable sitting in it because it was so disgusting. The employee at the U-Haul offered to deduct part of our fee due to the terrible state of the truck, but he was unable able to.

Rating:

5.0

I like going there because the people is very nice and they take the time too.100%

Rating:

3.0

Check engine light on running rough. Brakes or rear end making clinking noise

Rating:

5.0

The agent who check me in was extremely rude, and disrespectful. She was anomaly to the excellent service I usually get at this location. Usually the service is excellent and the manager is wonderful..