Customer Reviews for U-Haul Moving & Storage Of Carmel Mountain

Rating:

5.0

Everything was fine but the UI and communication on when I could access my u boxes was disorganized and the instructions were not very clear. In addition, I did not know that I had to set-up an appointment ahead of time. I assumed that I could access it at anytime. Please work on your email communication.

Rating:

1.0

Worst experience ever. I will actively let others know in as many ways possible about how horrible the situation was. I kept being jumped around between the San Diego and San Bernardino office both of which kept saying it was the other person's fault and kept saying there was nothing they could do. Under a 24 hour window I was told my items would not arrive for two more days. I had movers ready for Saturday I had to pay for. Too late of a notice to cancel. I expect uHaul to pay for that. I had to pay for movers again. The containers arrived late on the day I was told they would arrive further ruining my plans. A lamp was also broken during the delivery. I called repeatedly to find out what happened and I would often get re routed and sometimes hung up on immediately. I would almost always get another person to have to explain everything to. There was never a manager around that could help. This is truly some of the worst coordination and customer experience I have encountered.

Rating:

5.0

Everyone through every step of the process was professional, helpful and a joy to work with. While selling my condo, I had many boxes that needed to be put in storage during staging. The U-Box arrived as scheduled and the Moving Help people did a great job loading it. The unit was picked up for storage at the local warehouse and returned when I needed it. My movers transferred my boxes to their truck along with household furniture from my sold condo. Empty U-Box was promptly picked up the next day. I highly recommend U-Haul and especially all the staff at the World Trade location!!

Rating:

3.0

delivered in time but after i requested delivery - troubles poped-up he delivered and storage towed away and after it stucked in towing company it was rain and some of boxes became wet and they have rescheduled delivery several times

Rating:

5.0

Nothing! Everything was absolutely perfect! I cannot thank you enough, nothing was broken everything was on time. Just amazing! Outstanding! Perfect! Professional! Hands down the absolute best from start to finish and every interaction with every employee!

Rating:

5.0

I really appreciate the flexibility and service of Robert and his team at World Trade Drive location and would definitely use them again for future storage needs.

Rating:

4.0

Still trying to get refund for 4/1/25 storage fees

Rating:

4.0

I did not use the San Diego location. I rented from the U-Haul on Mission Avenue in Escondido, CA. The sales person was very knowledgeable and pleasant. I was however extremely disappointed that the U-Hauls that were delivered from Carmel Mountain were wooden, not the new metal boxes that were shown to me in Escondido.

Rating:

5.0

Extremely helpful when we realized we couldn’t fit some boxes in our car they allowed us to come and load the last few the day we were ment to go cross country. Delivery driver was extremely kind and personable and very much appreciated her helpfulness

Rating:

5.0

The service was outstanding from start to finish! Delivery and pick up at both the beginning and end of our container’s cross-country journey was exactly as stated. Phone calls, emails, and text messages kept us informed throughout the process, and all “real life” phone conversations were with staff that was polite, friendly, and knowledgeable. Our container even arrived one week early! We appreciated that storage was offered, even though we did not need it. We have told many friends about your excellent service, and would definitely use it again if needed! Thank you!

Rating:

2.0

Generally, I was super disappointed with the way U-Haul (corporate) handled my ubox contract...it was a complete nightmare trying to get my ubox delivered and to stop getting charged. First of all, over 2 years ago, I chose a local U-Haul location for convenience. I learned 6 months ago that my ubox was transferred to a location 25 miles away, a year prior, with no notice provided. I found out after looking at billing receipts and realizing it had been moved. I then attempted for 3 months to have my ubox delivered back to my local U-Haul so that I could pick it up, and it took that long, while being charged. I also object to being charged rent for the month ahead. I tried after multiple attempts to have my ubox delivered in time for my rent due the 1st of the month, to no avail, and then got bombarded with late notices for the month ahead that I didn't want, after I cancelled my card for auto payments. The model completely sucks, screws the customer, and then corporate proceeds to spam and intimidate the customer. I want to give credit to our local Oceanside, CA location. None of this was their fault and they did everything to help me resolve the issues. At the end of the day, corporate policies cost me an additional $600 - while I was actively trying to get my stuff and cancel the reservation for months. I will never use the ubox service again.

Rating:

5.0

Everything worked out great. We were moving across country and we had to change the pickup and delivery dates several times. U-Haul was very helpful and were amazing during the entire process.

Rating:

5.0

Great, friendly service. Professional and a fair orice.

Rating:

5.0

Great job Robert and staff!

Rating:

3.0

communication was AMAZING! Everyone I spoke with was friendly and made the process so easy. I would definitely use you again. While I could have used a moving company for cheaper as I had priced it out beforehand, my interactions with your staff while I was being indecisive made the decision easier to pay the extra money. THE best customer service. Highly recommend.

Rating:

5.0

The customer service was great Super good

Rating:

3.0

We received the U Boxes 3 days late. The boxes did not ship until 10 days after the promised ship date. We had no warning that there was a delay and only found out about the delay after we had flown cross country to meet and unload the boxes. I spent countless hours on the phone trying to track down the details, when the boxes would arrive, etc.. I was constantly transferred around to different offices, and spoke to multiple employees who then transferred me to someone else who had no idea what to tell me. Everyone was polite although the lack of accountability was frustrating. I was compensated 150 dollars although my airline tickets were far more than $150.

Rating:

5.0

Great experience, would recommend and use again

Rating:

1.0

I have used U-Haul twice before and had no problem; however, this was the worst customer experience I have ever had. First while packing out boxes the location was having “issues with their system” and had to run my card for the rental 4 of 5 times. Even though I hired a mover through U-Haul they required me to drive an hour to a location to “show my ID”. Once there I waited over an hour for them to allow my mover to remove the second pod. No manager was available. I had to call back on the following Monday when the manager was available and he said our two pods weren’t even on the same reservation and he had to reverse the 4 or 5 incorrect charges on my account. When our mover at our final location when to pick up our pods they were unable to because we had an “e alert”. The U-Haul rep couldn’t provide me any special information only that I was linked to a person I had no contact or relation to and that I needed to pay 13k in order to get my pods. They were unable to tell me how I was “linked” with this stranger but I should “just pay”. I called the e alert number 3 times and received the same information that “unfortunately we cannot be told any information but the only way to proceed would be to pay the 13k charge of a stranger.” We asked for managers or to submit a fraud claim but were told that there was no managers and the rep was the highest authority they had. One of the reps told us to file a fraud claim and sent an email. The first request on the email was to file a police report. We called the police and they said this was not identity theft that it was an error with U-Haul. We even checked our credit report to ensure we did not have identity theft. We called backed again to the e alert line and finally got someone to give us more information. She said the reason we were linked to this stranger was because we had used the same moving company advertised through U-Haul in CA. The stranger didn’t pay her charges form January and February of 2024 however we were allowed to book the mover and make the reservation in October 2024. Unsure why they would allow us to book if the mover was linked to this bad customer. The e alert lady told us she escalated to your supervisor and thought it would be removed but after almost 2 hours on the phone this time she apologized because her surprise could not approve us being unlinked from a stranger. She filed an report of our situation. The next day I got a call from the facility that had our pods and they had mistakenly added our mover as the primary person on the reservation and would not give me any information on my own reservation. I had to three way the call with the mover to give me permission to speak about my own reservation. The manager Chris at the Charleston location said he didn’t even know this could happen but he guess it did. We called back the e alert department because we still were unable to move our pods. We got a lady named Debbie who was actually able to research and think about the situation beyond just saying just pay a strangers bill. After 45 mins on the phone with Debbie she removed the e alert as we had no connection to this stranger. She said she wasn’t sure why they couldn’t just do that before with the 4 other e alert people we spoke with. When our mover went to pick up our pods now 2 days later they said they would have the pods on the U-Haul trailer but they didn’t. So our mover had to wait an hour to get our pods. This has been by far the worst customer experience. Very unsatisfied with the customer service and U-Haul.

Rating:

5.0

Excellent service.

Rating:

3.0

Make it easier to schedule access to my boxes. Apparently the access hours differ from the posted office hours, but are not available anywhere online. After scheduling, provide a confirmation email with details and instructions on where to go and what to do when I arrive. Employees were very friendly, but the parking area and box access area is extremely cramped for a storage warehouse that will obviously have large moving trucks and forklifts milling about.

Rating:

5.0

U-Haul did the job very well, including an adjustment at the delivery end.

Rating:

5.0

overall, I was very satisfied. I did self unload. i

Rating:

5.0

I appreciate all of the status notifications

Rating:

5.0

My U-Haul experience was near perfect in every aspect. The container method was the least expensive choice for a cross country move and my furniture was loaded perfectly by the U-Haul contract movers. The containers arrived early and at both ends the local service in pickup and delivery was excellent. In the entirety of my experience each and every U-Haul employee was ALWAYS friendly, knowledgeable and helpful. Thank you for an excellent moving experience! PS I used to be an employee of a nationwide moving company, so I am very experienced with all aspects of moving.

Rating:

5.0

The staff was very friendly and helpful. It was a stress-free process and I was very thankful for that.

Rating:

5.0

The drivers and forklift operators Alyssa and Vivian were exceptional. And your customer rep Taylor I believe her name was that helped so much - great staff and went above and beyond!

Rating:

5.0

Thank you. It's been great experience

Rating:

5.0

U-Haul provided an outstanding moving and storage service. I would highly recommend them to anyone that is moving. The Ubox system allowed us to move at our pace and unpack without the stress of large moving companies. The shipment arrived safely ahead of schedule. Thank you to everyone at U-haul for the friendly and professional service. We appreciate all of your efforts.

Rating:

5.0

Thank you!

Rating:

3.0

Persons at this location couldn’t tell me what time to I could expect my boxes until the day of. One person clearly didn’t care.

Rating:

4.0

Way too many furniture pads, I also believe the boxes are infested with spiders

Rating:

2.0

Ima polity to contact store directly is a huge logistical issue. Charged early for storage. Receiving uhaul center could not find my UBox in their inventory, despite it being physically present.

Rating:

5.0

I did not go to location. I rented a U-Box for Kitchen remodel. Excellent Service, both telephone and in-person. LOVED IT! Very Happy. Also, LOVED that delivery and pick-up drivers were ALL women. KUDOS.

Rating:

5.0

The staff did a great job. The drop offs and pick ups were on time. Everything travelled well, no damage to any items. If was a perfect shipping solution for me! Thanks.

Rating:

5.0

Everyone was wonderful! Very helpful!

Rating:

1.0

Talked with over 10 associates from Uhaul that assured me that move boxes would be delivered to my home on the 16-17th. They weren’t delivered until the 21st I believe. Asked for some type of discount they declined and said it was my fault for not understanding them when they told me it would be at my home on the 16-17th.

Rating:

5.0

everyone was very helpful at the Carmel Mountain location. I was very happy with the service and availability. I would absolutely recommend this location to anyone

Rating:

4.0

Your billing system and technology systems in general are substandard at best. Over-billing, using wrong email from long ago, too many line item invoices vs a simple deposit and final bill.

Rating:

4.0

The U-Box was picked-up on schedule and delivered, undamaged, on-schedule. Very high marks on this which is the most important element. They did what they said they would do ! Secondarily and incidentally, the tsunami of text and email communications were somewhat overwhelming and confusing, - i.e. out of sequence, after-the-fact, - and whatever.

Rating:

5.0

I would STRONGLY recommend this business. I was completely impressed with their professionalism and customer service from the start to the end.

Rating:

5.0

Everything was outstanding. The staff was great, the boxes were great, our stuff arrived in good shape. I would not recommend using the furniture pads U-Haul provides if you are clean or have allergies because they cover everything with an irritating dust. But overall I would highly recommend the U-Box experience.

Rating:

5.0

I absolutely love the girl who delivered the boxes and retrieved them. What a wonderful soul and she was so great at everything she did for our family. Thank you

Rating:

5.0

Randy and his team had done awesome job in shifting . We have shifted 4 times in last 5 years and his work is always top notch .. I would recommend everyone to take his service . You won’t be regretting. Awesome job Randy

Rating:

5.0

Love the boxes—SOOOO much easier than going up and down a ramp all day and safer. 24 furniture pads per box was perfect. I had some extra, but would have hated running short. One of the few, truly outstanding services still available: no sales pressure; prices are clear and available on line; best price. Competitors won’t give you a price until they get you in the phone and then they want you to commit right then. I’m done with the others and done with trucks.

Rating:

5.0

Very professional operations.

Rating:

5.0

Great experience and will definitely recommend and use again. Thank you! Barbara

Rating:

5.0

Robert was great 👍

Rating:

1.0

Don’t let this facility/manager talk you into unnecessary additional containers so they can overcharge you. I was forced to get an 11th container that was rcvd 1/2 full of U-Haul blankets & a few of my belongings. Then they overcharged me 3x the price of the other 10boxes without my permission. Highway robbery. The facility the boxes went to from Carmel Valley was wonderful. Helpful and very professional.

Rating:

2.0

I was over charged. I contacted you guys and was told to leave feedback and someone will be in touch

Rating:

5.0

Very pleased with the service! The delivery/pick up drivers were awesome! I would recommend and use this service again!

Rating:

5.0

So far so good. And no long waits when I phone you. That's always nice.

Rating:

5.0

Wonderful experience. Should have moved items earlier. Thank you

Rating:

3.0

I wish the Ubox process was easier to understand. My ubox arrived in my designated city almost 2 weeks early, which is great, but it arrived and was placed in storage at a different uhaul than the one I was designated to pick it up from (I understand from the staff that some locations cannot receive uboxes). The staff let me pick it up myself early, which I appreciated, but they didn't have a phone number line I could call—all attempts rerouted me to the main calling center—so I went in person to inquire whether I could take my box early.

Rating:

5.0

Excellent in every way.

Rating:

4.0

Entire process went smoothly

Rating:

3.0

UHaul didn't call me to tell me that my box delivery day was changing. I wasn't notified at all. I only noticed because I happened to look online for details of the shipment and called UHaul's phone number. The delivery was perfect otherwise and the people I did talk to, including the person who dropped the box off, were very helpful.

Rating:

1.0

I know that you are looking for "5" stars but I have a lengthy list of issues. This survey applies to the Carmel Mountain facility from which my U-boxes were shipped. My responses would not be applicable to them. My U-boxes were rented and deposited at the U-Haul facility in Escondido. THEY are the ones I would prefer to comment on. They did not ship my boxes timely; they relocated them without notifying me... and the list goes on. It has taken more than SIX MONTHS to get my household to AZ ... and THEN it was delivered to a facility other than the one I had requested. My first move with U-boxes was EXCELLENT but this most recent experience has left much to be desired. I think the issue is mostly with staffing and poor communication.

Rating:

5.0

A couple of months ago, the box when delivered wasn't properly positioned in our driveway and was warped. My daughter wondered what the workers had been smoking for lunch! I understand they no longer work for you, good decision. The agents who picked up the box today had to work at it to correct the delivery shortcomings. And due to the warping of the box. installing stuff inside was very tedious. We will retrieve the box in a couple of months and augment its load. Today's agents were wonderful. Good people.

Rating:

5.0

Your service was excellent. Your driver was polite respected my property, and answered all my questions.

Rating:

5.0

All went well!

Rating:

1.0

I did not go to the facility but I am requesting a reimbursement of funds for ALL THREE of my boxes under Roberta, Elijah and Philip Gaballo. You have caused us turmoil in this experience. REFUND!!!

Rating:

5.0

Excellent experience.

Rating:

5.0

Dealing with the staff to delver my U Box was seamless from the Manager to the most pleasurable Ashley who delivered my unit. She communicated the delivery and pickup of the unit very well. Excellent!

Rating:

5.0

Thanks!

Rating:

5.0

The manager was great. Very helpful

Rating:

5.0

Staff was friendly and helpful. It was a very good experience.

Rating:

5.0

Ron and the team at Uhaul Mira Mesa are great to work with. Friendly, professional and prompt service. I would highly recommended!