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Mary DCustomer 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.
The customer service rep was very helpful and friendly. Van was in great condition.
Douglas NI was professionally assisted by one of their associates, it took no more than 15 mins and I was able to rent a midium size moving truck, which was clean with a strong engine . I would definitely recommend this place , they deserve good credit for what they do .
Giovanni PCounter help was not great. Said use self check in but did not work on phone app. Added extra charges . Gave away my Uhaul before I got there then tried to upsell me on larger truck . Gas tank was not filled up.
Daniel CWhile the rental itself was completed successfully, the overall experience was unnecessarily stressful and frustrating. The U-Haul app is not intuitive and made several important parts of the rental process much more difficult than they should have been. I was unable to upload the required photos either before or after the rental, and there were no clear, step-by-step instructions explaining what needed to be done. The drop-off process was also unnecessarily complicated due to an issue with the app. More concerning, there was an attempted charge on my card for an amount more than 10 times the actual cost of my rental. I had to contact customer support myself to find out that this was an error. Seeing such a large attempted charge without any explanation was obviously alarming and added significant unnecessary stress to the experience. A rental process like this should be simple and straightforward, especially when so much of it relies on the app. Instead, I had to troubleshoot technical issues, worry about whether the vehicle was returned correctly, and contact support to clarify an erroneous charge. The rental itself was fine, but the digital experience and overall process need significant improvement.
Denis MGracias muy amables todos los jóvenes que me ayudaron muchas gracias
Antonia TThe staff Katie is the best. Extremely helpful and kind. She maintains the place and keeps it super clean.
Clare OStaff was great - quick and efficient.
C MGreat staff, easy process, new and clean van! Great experience. Really great staff!
Cynthia SFront desk service is top tier! He’s incredibly friendly, helpful, and explains every part of the system well. 10/10 would recommend this location just for the service!
Katherine GDonte' (sp) & the other young man who were present at pick up were great! Friendly and efficient. I had a little hiccup so to speak during drop off. However, once Donte' helped the afternoon guy (he didn't offer nor did I ask for a name) understand I was NOT a "sterotypical" consumer, it all worked out and I was back in Eastbay by 3:30. Really great crew. If in SF I'd strongly recommend the location.
Bernadette JThe staff at this UHaul location is friendly, helpful and very good at their jobs. I appreciate the care and assistance they provide!
Stuart MWonderful customer service! U-Haul has really improved their customer care in recent years, I was very impressed by how easy it was to work with them. I will definitely be using them again soon.
Cynthia SGreat location... no complaints !!!
Elizabeth IGreat customer service
Thomas LI was over charged by 30 dollars. The mileage claimed on the receipt was off by about 17 miles. I dropped the van at 11 am (before the 2 pm time that I had reserved it). Gave keys to person at the front desk without being prompted to take closing photos. Receipt shows I didn’t return the vehicle until 2:15 pm. Called the store to fix the issue, but they couldn’t offer any help. Really poor
Scott VDonta has great customer service very pleasant he pleasant person
Nancy PExcellent service
JOSE AI’m a business owner hard to get good employees. Take good care of them.
Jocelyn ATruck was filthy could barely see out the windows had to clean them all myself just to drive.
PETER MThe workers are very helpful. This is the best U-Haul location I have ever been to. Goat workers
JEREN RThe truck was in poor condition. The parking break was awkward, couldn’t find the hazards and worst of all it guzzled gas at an astonishing rate. I only went FIVE MILES roundtrip but after two miles the gas meter read that it had lost 1/8 of the tank! I filled up to not get charged a fee but what kind of sadistic mileage is that? Something must be wrong with the vehicle. Disappointed because I have rented from U-haul many times and never had that experience.
Sarah DBoth gentlemen working were incredibly helpful and very patient.
Jessica LAll is good!
William NEmployees are top notch
Daniel PAgent had no personality
Gabriel SThe vehicle is very good and they made the process easy. I returned my vehicle on time and in excellent condition and the price was right
Elizabeth Ethe van was dirty both outside and inside. The van had a strong cigarettte smell and the cupholders had cigarette buds inside.
Juan RService agents were great, but rental yard is tiny.
CRAIG Rexcellent customer service
greg JThe location was efficient and well maintained. We had to call to request an extension of time due to traffic concerns and they were very accommodating. The return staff were quick and helpful. Will definitely use again! Thanks!
Eric BNothing at all everything was great 👍 service was spectacular and return was the same...I love renting from this location. Their so fast and efficient and gets the job done... Thank you Valencia uhaul you guys are the best 😁😁😁👏👏👏👏🫶
MARCELLES CJust keep the professional service your company offers
roberto lI arrived for my reservation and was told they did not have the vehicle I requested. They did work to solve the problem and provided another vehicle, but it was very frustrating that I had to drive a larger vehicle that I was less comfortable with. The truck was smelled like cigarette smoke as well.
Colleen CBoth employees have incredible work ethic and are very attentive. They both need raises. My colleagues and I will returning to this location every time from now on
Natti THelpful and friendly
Sarah JAmazing customer service. Got all my questions answered and was in and out in 15 min
Mikio DThe manager was helpful and checking in and out was easy.
Connor RThis is probably the best U-Haul experience I’ve had and the employee that checked out the truck to me was on point. Unfortunately I don’t remember his name, but he was extremely efficient and friendly making my moving nightmare a good day. Give this man a raise! Honestly that level of professionalism is so rare. I’ve used U-Haul a lot and I wish every location was at this high of a standard. Thanks so much
BRIAN MI did not select safe move in my checkout online. I was shown a $35 in my CC estimate and got charged eighty dollars.This location is a scam and part of the reason that there are so many one star reviews.
Jennifer Vtruck smelled of cigarettes; other than that, it was great.
JANELL PThe app was not working well to start the trip/pick up. It wouldn't allow the photos I was taking to load into the app.
KIMBERLY FDante, 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 BEverything 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 L