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.
ANDREW HCustomer Reviews for U-Haul Box Store of Downtown
Testimonials From Recent Customers
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.
I like going there because the people is very nice and they take the time too.100%
REGINA PCheck engine light on running rough. Brakes or rear end making clinking noise
Scott CThe 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..
kelly mVery good everything
MARIELA PEfren, Barbara and team were incredibly helpful and professional. A+.outstanding in every regard.
JAMES MFriendly and knowledgeable staff
GREGORY TTwo of the workers are very friendly, helpful. I am sure I will recommend my friend to rent a vehicle from your company. I will re-rent a van from your company soon. Thank you!
KEN CWhen I received the rental there was trash inside including a Pepsi bottle/etc in the door pocket massager side. I didn't remove as this was not my trash. When I arrived I asked for a van, which was marked available online, but when I arrived they said it wasn't. My check in process was horrible and the person who checked me in was slow and extremely talkative and wasted my time with check in. What should have taken 10mins took close to 20mins with pointless conversation and lack of focus. While renting the van a tire went flat while parked. None of the tools needed to replace the tire were in the van leaving me stranded. After 4.5hr it was finally fixed causing me to miss 2 events, and closing time of my storage unit. Which cause my work day to change. When returning the van I told the staff of the issues of the van and lack of tools, they didn't care and just said OK while maintaining a rude, and unprofessional look on their face. Will NEVER rent from here again.
AARON GKeep whoever was working from 9-5. Great customer service. 3/29/25
Wilberto SGreat costumer service :)
Kethlen DSecond time renting a van this month. Efren and Barbara are always delightful to see. Everything‘s ready on time and nothing went sideways. It was a good day.
THOMAS JGot overcharged for gas that I already filled up before I returned the truck
Phillip Pthe truck had a cigarette smell, other than that it was clean and well maintained
LUCAS FCheerful & attentive staff, Especially Barbara on morning shift. Looking forward to moving more stuff around!
THOMAS JVan was dirty and had a liquor bottle in cargo area
Beth KExcellent customer service, , great attitude towards me and my wife.
RICARDO CNo much
LEWIS PI really can't think of anything you can do to improve for your next customer. because I found everything including the exceptionally knowledgeable, professional, and helpful staff at your Valencia Street location in San Francisco perfect. U-Haul brand is so strong and its great to see great personal, state of the art late model vehicles like the cargo van I rented. It was nearly new and was so easy to drive. Only thing I can think of would be to update the officed at this location. I building is kinda vintage, kinda kitschy, but it does not really represent the powerful U-Haul brand and might actually be a negative factor for anyone unfamiliar with the brand. RL San Francisco, CA I love U-Haul
ROBERT LOnline it said $35. Ended up being $89. Car was dirty had a Hennessy bottle and a joint, then was charged a $25 cleaning fee after I told them it was dirty handed to me.
EDWARD PCheck-in was fast and smooth. Vehicle return was easy and quick. Everyone I dealt with was helpful and friendly.
WILLIAM ZIt’s a great service
RAFAEL RSpecial thanks to the manager working when I returned my rented cargo van! He protected me from a homeless man that came into the store by guiding me to walk out the other direction. Thank you :)
Laurie BHelpful friendly staff Truck was as expected Easy pick up and return
Catherine DThe reps were very nice and worked with me. Would recommend!
Kayra AThe representative who help me was professional and went above on customer service Irfan was so helpful as general manager when the manager called him for final decision. I left grateful for the assistance given.
CATHERINE EGreat staff at this location!
EDWARD MOver charged me for gas even though I filled it to the exacted amount when i returned it.
JAVIER FThe heater in the vehicle wasn't working, and the staff never checked it
KIRILL OThe staff at pickup were great. The staff at drop-off time was short-handed. We were told to park the truck at the drop-off area and wait for someone to come check it. 15 minutes later, nothing. We walk inside and are told she is there by herself and to leave the truck there and someone would check it in an hour or so and we could leave the key and go. An hour later, there was no email; I called back to ensure and was reassured the truck would be checked and the receipt would be sent via email. The truck was clean and worked well, except our furniture got wet as it was raining on Sunday and there must have been a leak in the roof of the truck.
violeta mI was helped by Effrin, he provided excellent customer service. I would 100% use this location again. My only reason for giving 4-stars was that the location was understaffed; Effrin was the only one working handling rentals and returns.
JASON RDisappointing experience from beginning to end. Staff and Company needs to learn about the concept of "friction"
ALFONSO CBarbara has excellent customer service skills.
COURT H$14 dollar up charge, not Ok. since it was not mentioned on the website or application when renting a uhaul vehicle at this location. Having another associate mansplain me about it, when he was wrong. He has a big black mole on his nose. unfortunately i did not get his name. As no one was wearing a name tag. So this is my description of him. He also thinks he knows everything and does not apologize when he is wrong. And to add insult to injury. He was not assisting us, he was assisting another customer and decided to chime in, with false information. Customer training and knowledge of his job is definitely needed for this individual.
CAROLYN HProfessional and fast service.
FLORIAN PThe van to be clean. Your crew is professional and friendly.
HECTOR PGuys were nice. Place was clean and rented van was ready to go.
Linda VThe staff and service were excellent. The checkout app however kept failing and restarting. The cargo van bed was quite dirty, but otherwise ran and drove well.
MICHAEL OThey don’t have a drop off box for the keys so you’re forced to return it within the working hours or keep for 2 days
Muhammed AA
RICHARD DProfessional
GUY BThe customer service is so light. The customer does all the work- put all info into app, lots of photos, but price is higher than before. Staff sits at the counter, no check in at 2:30pm. I had to check in with photos etc. the other sites did it all.
EDMUND BInteracted with two crews over two days and they were both great. Jalen especially was awesome.
EGOR SAppreciate the courteous service of Andre S. at the store.
SEAN SThe location is actually pretty convenient, especially for around S.F. The vehicle could do with some maintenance. There was a persistent rattling noise inside the cargo area which we couldn't track down. It sounded like a bolt or some piece of gear rolling around inside, but there was nothing inside the cargo bay itself. I drove it without incident and eventually got used to it because it didn't seem to affect how it drove. The passenger's side mirror was smashed. I asked the staff about it and they acknowledged it happened before I picked up the vehicle but didn't think it was otherwise a problem. I needed the van for that day and didn't have time to wait to get another one assigned to me. I think the difference between condition that the company deems acceptable to rent the vehicle in vs. what most customers would consider acceptable needs to be reviewed by management.
STEPHEN OGet oil changed on the van I rented to eliminate the check engine indicator.
Joseph BThe van drove just fine. The young man who checked our equipment upon return was very kind and helpful. The manager, however, was very unhelpful and rude. He identified himself as the manager, too. Efren B. I was having trouble taking all the photos and uploading them onto the site when I first got the van. I came back in the store to ask for his help, told him I wasn't very "tech savvy" and he became smug and said "it/s not my fault if you can't figure it out." I was just asking if he could help me!! That's his JOB. There was NO ONE else (except his co-worker) inside the store that needed his attention. I was frustrated. I told him I wasn't frustrated at him and even apologized for being on edge, that sometimes "it's hard to live in the modern world." I was trying to lighten the mood. He remained simply ugly toward me and my husband. THIS is no way to provide customer service. He acted like I was stupid for not being able to make the photos load onto the site. I do not generally respond to these surveys. I know people can have a bad day.....I was having a bad day, myself! BUT this person is the manager of this location, which he told us twice, and yet he was smug, unhelpful, and frankly, hurtful. I am not stupid because I am not tech-savvy. I am an older person who did not grow up with these things. A small bit of kindness and help was all I needed. If he treated someone else that way, he may have gotten violence in return, but I am not like that. Corporate UHaul needs to send this man to some kind of customer service/ human relations training. His attitude is unacceptable.
KELLY HActually, there is nothing you could have done to improve my experience. It was Excellent from the time I arrive to my return. Thank You
DANIEL LStaff was wonderful!
KELLY MGreat guys working in there.
TRAVIS RThe truck drove fine and served its purpose but it was a mess on the outside and dog hair on the passenger seat (we only noticed that after we left the location) Worse was that they had no after hours drop off, which I didn’t know as they told me to follow the instructions on the Uhaul App. They had a sign posted at the checkout. I admit I didn’t see it, but I would think if a business has an aberration as such that they might point it out to customers, especially on a Sunday. I had to pay an extra day even that I returned it early the next morning. The owner was rude and unsympathetic and took no responsibility - this is want ruins franchise brands - won’t use them again
GEOFFREY KHelpful staff
STEPHEN DI didn't like how there was no dolly available, even though I reserved it. I was told a large company rented out a whole lot of them. Since it is a small store, the staff said it is first come first serve. I would suggest that there be a limit on how many dollys can be reserved, to allow others an opportunity as well. It can really throw off someone's day/plan, when they are already stressed from the move. Otherwise, everything else was fine.
Sean TThe online reservation was clear and quick. Arriving to the store location, the store was neat and clean and the employee engaged me right away. He was friendly and knowledgable and verified what equipment I needed and the price before proceeding. The van was clean and easy to access. Returning the van was just as easy and the employee was already outside waiting for my arrival. All in the pickup and return process took less than 10 mins combined. I'd definitely recommend this location and give high praise to the employee!
JOSHUA MVery good customer service
NANCY PEfren was very unprofessional and rude.
ISAAC GThere was a young man who was super helpful - and very proactive and showed me how to back up and open the gaz tank - i got upgrared for free and the cargo van was brand new and clean!
SHARON NAll good
LAXMAN B