Dante, the employee who helped me, had no idea how bridge tolls worked. He told me AFTER I paid that if I went over my estimated mileage that it cost much more per mile. I was told there was half a tank of gas in the vehicle but there was only a quarter and the windshield was filthy so the first thing I had to do in my very busy day was go to the gas station. Apparently nothing I put into the computer when I made the reservation was conveyed to the employee so after going to the gas station I had to go back to the U-haul store to get a dolly that I stupidly assumed would be in the back of the van for me. It turned out that the store didn't even have any appliance dollys that I had reserved. After leaving the store for the second time I noticed a flood of texts telling me to use a link to take a picture of the license plate and back of the van BEFORE I left the lot. When clicking on this link it told me the link was expired. It is unclear why Dante the employee didn't warn me about this step. I tried to call customer service to ask what to do and the automated phone system kept disconnecting me after a brief hold. When I finally got through I was told that the problem was NOT on their end, that I must have been hanging up which I assure you I was not. A new link was sent and it still just said expired link. I was told "the system is glitching" and to just take a picture with my phone. The driver door of the van did not close properly so I kept getting warnings from the dash board that the driver's door was open while I was driving requiring me to pull over to re-slam the door.
Josh BCustomer 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.
Everything went smoothly, except I was charged for the truck insurance -- which I did NOT select online. Manager was rude and wouldn't budge.
Emily GGreat experience from beginning to end. Fantastic customer service!
Christopher ADante was so professional, helpful, and patient. The entire Uhaul system was down when I arrived, but he managed to keep everyone calm and maintained a great attitude. Much appreciate his leadership during a very stressful time! Thank you Dante!!
Heather CVans should be delivered with full tank of gas.
Richard MGreat location with some incredible and friendly staff
Jacob RThe has been the worst business/customer service experience I have ever had and I am 62. You guys have outdone yourselves when it comes to, clear communication, being on time with the product, and at least having someone at the facility who actually cares about a customers experience. I am still awaiting a response from a ubox supervisor and I guess two different reports have been filed in each having a 72-hour turnaround time for response to me and I got no response for either one.The people you speak to at the 1-800 number or lovely and more than willing to help however that doesn't do anything for what you experience at the store and even give him your customer service people on the phones effort and enthusiasm still no one's responding to my concerns so I'm stuck in between not wanting to pay my bill because I would like some adjustment made to it given my circumstances and having my credit ruin so I'm between a rock and a hard place right now and no one's responding please help
Belinda DThe agent was very helpful
Alfredo DEverything went as planned…reliable and good service
Javier PThe manager had a bad attitude I forgot the glass shelves in the crappy box truck ,, my mistake , quote .. ( threatens to charge me $80 dollars to remove , simple mistake ) acted superior , and sarcastic , lucky he has good employee who has manners and people skills , will not recommend as manager thinks he is so Thing special ,,, I have been to India , please don’t think u are superior , your lucky to be here
DAVID MStaff were very friendly and helpful
Melanie BClean the windshield , that’s it. The app worked well and the staff was helpful.
Christopher SService at this site was friendly and efficient. The first van had some rental equipment inside, so I was immediately given another van that was clean, empty and drove well.
Rea IPrices a little high
Todd SI submitted a $100 Gift Certificate - that I was never reimbursed on … Please have a representative contact me on this ✔️
JAMES MThe agent who helped me was excellent and helpful. However, when I arrived, no one was front of house for several minutes. Someone also had left the prior rental's personal information (name, address, phone, etc.) up on the computer screen and clearly visible from the floor.
Cate GStaff was exceptional! Very professional and nice.
Stephen DThe shop is dusty and activated my allergies. Otherwise, great service all around!
Rosana HThe customer service agent was really great, and super helpful
Kelly MCustomer experience was wonderful.
Rebecca Llove the people that are working here is helpful and hard working
Hoang QTried to overcharge me for fuel for an 11 mile round trip. We negotiated a fair fuel charge.
Howard KFast in and out. Prepared. Great to deal with.
Randolph LClerl was friendly and accommodating. My biggest complaint is that the vehicle had only 1/4 tank of gas when I picked it up for a 50 mile trip. My boyfriend said the clerk told me but I missed that, I only remembered that the tank had to be 1/4 when I returned it. The inside of the truck floor hadn't been cleaned between customers and dirtier than I would have expected. The truck had more features than I expected which was nice, but it took me almost the whole time to find the radio controls!
lia KYour team has to check the break. When released the truck notifys the driver the parking break is still being used
Emmanuel SCustomer service at front desk was very helpful, provided clear instructions and was very responsive with all the questions.
Cristina WOmar was truly exceptional in his customer service. He addressed all business exceptionally well. Thank you.
Robert CThank you guys ur the best
MAHRANE AThe service is excellent, fast and courteous. The folks that work there are very helpful. However, the van is another matter. The side windows didn't stay in place. The ride was anything but smooth. I have leased vans before from this location. This time the van, I think it was fairly new, was, well quite honestly was terribly to drive. The ride was anything but smooth. The doors were not easy to unlock . The interior was uncomfortable and noisy. The metal divider, in particular was noisy. There wasn't a good place to put my phone so I could see it while I was driving. I seriously hope this van was a one off. But if you have bought more of these lemons, I can easily tell you, you will lose business. I know that I will be needing a van again. Will use this location again but if I get another van like the last one, that will be my last lease from you guys.
Marcy AGreat
Andre LSuper friendly and helpful staff, esp Dante was helpful when I dropped the van off.
Anne OThe first truck I got was out of gas, then when I proceeded to try filling it up, the gas started flowing out of the bottom through a hole someone had drilled in the fuel line/tank. I got a different truck, had a fine experience, then put 2 gallons in it to replace what I used, then still got charged for a 2 gallon gas charge from uhaul. Cant say I'm surprised. The guys who working the counter at pickup were great, it's just a low business model. I get sh*t happens, but you gotta compensate someone who poured gas all over the ground on the corner of mission and 14th st. because of your faulty machinery. Lol.
Sam EThe team at the Valencia Dt location were very helpful and very knowledgeable about the app checkin and super helpful! GREAT TEAM!! I’ll definitely come back to this location because of them!
Keaka Rpor ser primera vez si el agente muy atento y muy profecional gracias
Luis PGas tank was low, have maintenance massage alarm on dashboard, windshield was not clean and hazy
Ahmed GVery convenient location. Customer service is always excellent and consistent.
Robert MU-Haul team was awesome! But I reserved a move helper, they didn’t show up, and I called them. I talked and texted for confirmation, and both confirmed. Only this one was disappointing for our moving day.
RIEKO DThe windows were filthy…please improve in this regard.
TORR MInterier of the Stag Cargo Van was dirty inside the front and back
Tlielaxu MGreat customer service. Friendly and helpful. The U-Haul app is very quirky.
Richard OYou constantly over charge me
John GVery happy
Bartek SI agreed on a price online and when I arrived at the facility, there was an additional “facility fee” of $13.95. You assholes owe me money. Please refund. The truck was fine, and your man at the desk was great.
Wade DI value efficiency. It's now been twice in a row that I get assigned a U-Haul vehicle that is blocked by other cars. With management over no more than a couple dozen cars, why can this location not keep track of what vehicles are unblocked? Of course when I first get assigned a vehicle I cannot use I have to get back in line to get another one assigned (contrasting the efficiency I value). Likewise, when I have already checked in online - why do I have to answer the same questions in the store and agree to the same documents? Thank you for wasting your time. The first time I used your online system several years ago I was impressed by the experience. These days I cannot even use it because it does not work on my phone. But even if I could I am not sure I still would given - per recent experiences with my wife's and kids' phones it feels like the online experience has introduced more friction.
MARK VRefusing to allow counter check-in is just stupid when you have two associates sitting there. It also doesn’t work to have my business account flow through my app - connected to my personal account- and having to argue to get service sucks
Alex FKeep up the good work
DAVID WThe air conditioner did not actually blow cold. Also, they charged me for gas when I picked it up it was completely empty which I have a photo of. I returned it with 50 miles of range left, and when I picked it up, it was 0.
Forrest GThe personnel were excellent, equipment, vehicle very clean functional. However, physical location is difficult to navigate, especially to return truck.
ROBERT WEveryone from the time I arrived, and despite my issues with my phone, were extremely helpful and quickly resolved the issues and got me the rental. Perfect experience, both at pickup, and also return
PRAVIN MThe best of the best
ALIPATE MThe location is fine. The vehicle had issues -- the air conditioning was not functional and one of the cables pulling the rear door up was tangled so the door kept getting stuck in the up position. The in-browser pickup experience was awful. There is a bug on the screen where you have to take the photo of the vehicle -- the buttons are not shown. I'm using Chrome on iOS. I could not proceed with the process. Another step in the workflow (mileage and gas) -- the button to proceed was greyed out after filling out the form fields, so I got stuck there. Do you guys not test your software? The basics don't work, I almost was not able to pick up the vehicle. The forms ask for a bunch of info at pickup time that could have been asked for before pickup. This wasted 10 minutes during pickup -- I was in a hurry. They also ask for many pieces of info 2 or 3 times. you can do better.
ALEXANDER SThe front desk staff Dante was awesome, made the process smooth and quick and deserves a bonus!
JAYLEN W👍👍👍👍👍👍👍👍👍👍👌
MONDHER NJust keep on doing what you're doing. The person who took my call was super friendly, helpful and we had the reservation so quickly I was amazed how easy it was. It was very helpful that you had retained my information on file, which frankily means I'm highly likely to return rather than go to any alternative company.
THOMAS WThanks for the quick and friendly service!
JAMES MEverything was fabulous.
MICHAEL IJaylen was such a big help today!
NIESHA BEasy pickup and return. Location staff polite, professional, and respectful. Great experience, definite five-star review!⭐️⭐️⭐️⭐️⭐️🚛💨
John BWhen I signed up online to rent the van I was told I could check in manually at the counter. When I arrived 2 men were sitting at the counter not helping other customers and told me I had to do everything on the app. I think it should have been made clear that all pick ups are on the app. Thank you.
Claudine MVery friendly during pickup, but charged me a refuelling fee despite returning it with the same amount of fuel.
Julian SThe staff at this location were SO great. Super helpful and efficient, many thanks to these guys to making a stressful move easier.
Maya L🙏 🙏 🙏 🙏 🙏 🤙 📞 🚚
MONDHER Ngreat service and pricing and easy to reserve and check in on line , only problem is at checkout the photos of vehicle do not upload as requested in the link sent, have to take multiple photos with my phone as support to vehicle status prior to check out.
FREDERIC WThe staff was helpful and friendly. The shop was clean and neat. The trucks were all ready to go. It was easy for me to get in and out.
MANUEL GGreat customer service
SHAWN RThe man at the counter was very helpful.
Sascha KEveryone on the staff was great and super helpful
Lily D