Customer Reviews for U-Haul Moving & Storage at Burlingame

Rating:

5.0

The link to upload the pictures of the truck timed out too quickly. Was very inconvenient. We had to stop moving to call and get the link resent. No button to click. We had to spend time on the phone getting someone to resend the link.

Rating:

5.0

The woman working the counter was amazing. Someone had called in sick at the last minute and she was running a very busy store by herself. Efficient and kind despite the obvious stress. She should get a raise.

Rating:

5.0

The staff was polite and helpful. Quick transaction.

Rating:

5.0

Accessibility of truck made for a smooth move.

Rating:

4.0

El cliente en este caso managuer muy irrogante. porque cuando me estaba atendiendo unos de los trabajadores para darme precios ella mucho le decía que tanto se dilataba conmigo en atenderme. La sentí como que si estaba perdiendo el tiempo conmigo en la atención porque creía que no hiba rentar el camión solo por el simple hecho de estar sacando mis cálculos de gasto en cada precio que me daba por el tamaño de cada camión. Y al final decidí rentar el de 20 pies.

Rating:

4.0

Have someone that is able to unhook the trailer. I would like to have been credited for returning the trailer back in the same day.

Rating:

5.0

A+ customer service. Courteous. Patient. Went extra mile to ensure I had what was needed to complete my assignment. I’ve never had a negative experience at this location.

Rating:

5.0

While I inspecting my rental at the first uhaul location I went to, there was an issue with the driver door not closing completely. I was then sent to the Burlingame uhaul location to pick up my rental. Tess was super kind, helpful and accommodating. She had great customer service and was empathetic with my situation I had. Would highly recommend the Burlingame uhaul location.

Rating:

1.0

Poor customer service.. the customer service was a Hispanic gentleman that judged me because i didn’t speak Spanish, not cool! Very disrespectful! Not professional at all!

Rating:

5.0

Very easy process.

Rating:

1.0

The man that was there when I dropped the vehicle off was disrespectful and I did not appreciate his immediate attitude towards me. He told me he was going to charge me for the chains because the chains came loose during the ride back with an empty trailer. Before I left with the trailer I wrapped the chains and when I got to my destination they came undone. When I started my return trip after dropping off my towed vehicle I did the same and wrapped them again. These came undone again by the time I got back to the location. I’m not disputing the chains came undone. I told him I would pay for them and he continued to have a disrespectful attitude. I don’t know if he was having a bad day or what but he has very poor customer service and communication skills.

Rating:

3.0

I give the rating of average based on price. I drove this truck 50 miles, had it for 6 hours, and it cost me $185. I was charged for miles over the 41 allotted in my original rental agreement. A week prior, I rented from Penske and had truck for 48 hours and unlimited miles for $320 total plus the gas I used. The drop off process was great, the truck was clean, but the cost was more than expected and it should have included unlimited miles.

Rating:

1.0

When I return the truck there was a large clear sign directing me to the area to return rentals. I seen there were 2 trucks in line and the line went around the corner behind the building. After sitting in line for 20 minutes, I got out and walked to the return station. Nobody was there! So I walked inside to ask to have someone meet me in the back to return the truck. They said they were to busy to check in returns. So just leave it and give us the paperwork. When I got home they called me to tell me I didn't hand in the key. Yes, that is part my fault. But had the normal check in process was being followed it would have gone smoothly. But no, they were too busy to give good or reasonable customer service. Further I want to point out at the counter inside the store, I was told; "JUST . . . . give us the paperwork" NOT and the key. Again, they could not do there job! I had to drive several miles after a long hard day of moving to return the key. I told them I would be back in the area tomorrow and I could return the key. However, I was told "I would be charged for a 2nd day rental" This situation was a direct result of U-Haul's inability to operate properly!

Rating:

1.0

Absolute worst experience with U-Haul! Will not be using again, took over 3 hours to return our U-Haul! Just so frustrating and lack of service from anyone. Not to mention the price was absurd!!! If at all possible I would recommend renting from another company and/or making sure you do a return during normal business hours.

Rating:

5.0

Excellent service with both locations. I cannot think of any need for improvement.

Rating:

5.0

I love using this location. They are always helpful, streamline the process, and have easy pickup & drop-off.

Rating:

5.0

The staff was very professional and courteous. Great job!!

Rating:

5.0

Everyone was very nice.

Rating:

5.0

The staff was super nice, they hooked up the trailer and explained everything really well. Will come back!

Rating:

5.0

The price should be lowered if the vehicle is back early, and clean. I only used it to go pick up a tanning bed and bring it right back a d had to pay almost $200 just for traveling 74 miles. I already have to pay for the truck, plus 99 cents a mile and I opted in for coverage in case of an accident. Then charged $20 just because we brought it back when the shop was closed. If I would've known there was a fee I wpuld have just kept it until the next day instead of promptly returning it and being charged for that. I would have been better off. There should be a discount for early bring back, cleanliness, percentage of coverage returned or something. $200 for maybe 2 hours when I had request 4 hours. Insane.

Rating:

5.0

Staff was very friendly, helpful and always nice when I come. This is the reason why I only go to this location.

Rating:

3.0

sweep the truck

Rating:

5.0

customer service does a nice job at this location so i came back to rent again thx

Rating:

3.0

The customer service was terrible. Insulting - person helping me had said that my name sounded like a curse word, and then had insulted my choice of truck. Even though it’s a new large truck the person at the desk had stated that it would be the problem. The help was insulting to say the least. Perhaps it was joke however mentioning that my name sounds like a curse word and then making fun of my choice of truck - is unacceptable.

Rating:

5.0

The seals around the truck windows could be a lot better

Rating:

4.0

The van that I rented was absolutely terrible. They said it was a brand new one. Well, there’s no drink holders that works. The only three drink holders are underneath the council you have a drink. It doesn’t fit there. There’s none there’s no place to put your glasses there’s no place for anything to sit so the layout of the van was absolutely terrible. Worst one I’ve ever had I would never ever ever Get this fan again. If I had a choice, give me the old ones where there’s places to set your phone there’s places to set drinks. There’s places to put stuff. This one had none of that. That’s my complaint right there simple it makes

Rating:

5.0

Always a great location...friendly and helpful staff.

Rating:

4.0

The mileage rate is getting rather high

Rating:

5.0

Everyone very professional and very nice to work with , this is my second time there this week and very pleased

Rating:

3.0

I used mobile check-in but then still had to go inside and wait in line to get the key. Instruction said just go to the side of the counter to get the key, but there was only one person working and they were helping others. There was a tire pressure sensor fault active the entire time I was driving.

Rating:

1.0

There was only one person working the front with a massive line of people when it came to the arrival time. Drop off was even worse, I walked into the building and there was not a single person behind the desk and no one to advise on what exactly to do upon returning the U-Haul. I walked outside seeking somebody to help and when I finally found a worker, he yelled across the parking lot to leave the keys in the van and leave. When I tried to ask additional questions he kept repeating to leave the keys in the van and leave with no additional help and no clarity on confirming mileage or gas tank. I'll never go to this U-Haul again

Rating:

5.0

I always use this location on Burlingame. Friendly staff and they always smile when greeting. No improvement needed.

Rating:

2.0

Check the u hauls to make sure everything is secure

Rating:

3.0

Vehicle was given to me dirty on the inside and out. Gas tank was empty . I had to get gas before I could do anything. The vehicle should be clean and filled with gas before given to a new customer. Very disappointing. I use this U-Hail location a couple times a year for my business and vehicles are never clean when I receive them. But the empty gas tank is not acceptable.

Rating:

1.0

Right when I first arrived, the guy who was working there is MIA for about 35 minutes. I finally called one 800 number who called a supervisor who said he was out somewhere I don’t know then he tells me I can’t have the vehicle I reserved. They gave me a huge box truck. I didn’t want it was a nightmare from the beginning. I should’ve walked out. The truck broke down on me. The wheels were shaking it going 35 was wobbling all over the road when it stay on the road when I drive straight I felt unsafe driving it. I rented this for four days. I ended up returning a day early, not moving any of my shitand now they’re trying to charge me a bunch more money places as a joke as it’s up to the managers now to refund me because I chose to earn my U-Haul in early cause I felt unsafe driving it. I swear they gave me the biggest piece of shit truck there that they have the mirrors were busted out on it. I couldn’t even back up, it was a nightmare.

Rating:

3.0

When I picked up the equipment I was asked to help lift the trailer onto my hitch. Just wondering. Where my employee discount is? Upon returning the equipment I was instructed to place it in a spot that was congested and not completely accessible. The employee then began to get upset when I refused. My job isn’t to put the equipment in tight hard to navigate areas. There was nothing easy about drop off.

Rating:

1.0

Staff did not tell us what size hitch we would need. Had to buy a new one on site and the manager at the store was very rude during the entire process. She kept acting like we were inconveniencing her while we tried to figure out what to do without the proper ball size for the hitch. We had the necessary equipment at home and didn't want to spend extra money when we didn't need to. We asked if there was any way to receive a discount on the hitch and she rolled her eyes and said no.

Rating:

5.0

FANTASTIC SERVICE FROM PICKUP TO DROP OFF! I USE UHAUL A LOT AND HAVE HAD ISSUES WITH OTHER LOCATIONS, BUT THIS LOCATION IS ALWAYS DIFFERENT. THANK YOU!!!!!

Rating:

5.0

My experience went smoothly. Customer service was great. Only issue i had was a headlight not working on the 10" truck i used.

Rating:

2.0

I did the quick check in that you highly pushed on me to do and it made no difference, I still had to wait in line with the other 3 customers over 15 minutes with only 1 worker on staff. The other worker said she was from another location and didn't know how to "sign on" I would have appreciated someone walking me out and explaining the mechanics of the van. I'm a 60 year old lady who specifically asked how to start the vehicle and the employees reply was "just push the button" which was not true and took me 10 minutes to figure out to hit the brake while pushing. I also didn't know how to open the back door & it took time to figure that out too. A huge sign was in the windshield and I had to try to remove that also. He did offer to scan my ID because I only have a flip phone. A little more consideration to first time renters would have been appreciated.

Rating:

5.0

Staff both at pick up and drop off were helpful and friendly.

Rating:

1.0

perhaps training of staff not eating while eating, not rude and just dress like your at work not a night club .cost me 199.00 to be yelled at and talked down to will never do business with u-haul again

Rating:

3.0

Needs better or nicer service cause when my mother call at Burlingame location in Wyoming, they were not helpful and when my mother call 800 number, they were very helpful and problem solved. Improve actual mileage and gas tank on the paperwork before renting trucks. 😃

Rating:

4.0

Vehicle had 2 more miles on the odometer then stated at pick up. It was implied to fill the gas tank to 5/8 full upon return. I did. Yet at pick up the truck had 1/2 tank. I explained upon return however I could tell it would not go nowhere.

Rating:

5.0

Great team at this location lead by Dominique

Rating:

3.0

From $40 went to $100. Nickle and dimming, NOT affordable any more! Next time I will look for a more affordable option.

Rating:

5.0

Please make sure all lights on the truck work - one headlight was out when picked up.

Rating:

4.0

I had three units and still have two. Very friendly staff.

Rating:

1.0

Get more staff members that are there to work and without a attitude

Rating:

5.0

I'm miffed as far as what more my UHAUL store could do for me. Truly, they were on the ball! They understood what I needed and even reminded me of equipment I had forgotten.

Rating:

5.0

Your CS staff very nice & considerate Thx

Rating:

5.0

Cheaper per mile. $1.19 per mile is cray stupid expensive. Too many hidden fees.

Rating:

5.0

The staff is fantastic. Dominique is a rockstar, We rent often and would go anywhere else because of her. Thank you

Rating:

5.0

The person who help me was fantastic. I enjoyed working with him. Thanks

Rating:

4.0

Price was different and higher when I came in to pick up vehicle? Also, the gas amount when I left was lower than what was stated at time of picking up vehicle.

Rating:

5.0

Rear tire tread was below the legal limit which caused safety issues in the snow. Van was otherwise clean and functional. Not enough tie down points which made securing the load difficult. Guy at the desk was great. Guy at drop off was friendly and was going to let the service tech know about the tires.

Rating:

5.0

Huge place, would add a sign for returns. Barcode doesn’t scan.

Rating:

5.0

Nothing.

Rating:

4.0

Didn't explain how to get access the doors.

Rating:

5.0

Love my experience with Uhaul!

Rating:

1.0

The manager was very rude and disrespectful not only to myself but also to her co-worker, She told me that she could not take my payment because she was getting f-bomb irritated and hung up the call. I rented a trailer to transport my things to a different state and they gave me a trailer that had bald tires with the wire tread exposed and a broken axle. We ended up stranded in Illinois for 5 hours due to another tire being catching a flat, waiting on a resolution to the madness. We eventually had to pick up a new trailer and it had no working standing lights so we had to drive 7 and a half hours with the hazard lights on. Worse experience ever and I will never use this service again.

Rating:

5.0

This branch did a great job of accommodating myself and family. Very friendly and courteous.

Rating:

1.0

Dominique Reyes bullied me, harassed me called me a black btch, stalked me over the last 4 months and made it uncomfortable and scared to go to my storage unit. Actually on November 21st I was clearing out my storage unit because I had gotten out of work early. My plan was to move some different stuff into my storage unit because I am moving down south next year so anything I was purchasing I wanted to put in my unit but Dominique put a tag on my unit before I could get back from dropping off my dining room table. Lucky I was on the phone with Customer Service at the time and she witnessed the harassment from the GM of Uhaul Dominique Reyes. I have never been treated like that at Uhaul and I am a frequent user.

Rating:

3.0

You NEED more friendly staff.

Rating:

5.0

Very helpful and courteous staff

Rating:

5.0

Dominique is amazing!!!!

Rating:

5.0

The staff was super friendly and helpful!

Rating:

2.0

Staff was not friendly, storage areas were HOT even though they are advertised as climate controlled, the end storage unit was difficult to move things into because the door did not have room to swing open completely.

Rating:

5.0

They were very friendly and they worked with me on the time frame 💯 recommend bonus they give you one month free of storage

Rating:

5.0

It’s pretty clean but my unit has a bunch of holes in it and actually has holes through the floor on the step up. So I lost a glove and another thing down it.

Rating:

5.0

Very polite and nice

Rating:

5.0

The staff went above and beyond to be helpful. It was such a difference from customer service you get at any other store. When you're my age you remember the times when customers were treated like they were important and that's the service we got . My dad was military and we used U-Haul every time he was transferred and the good old fashioned service is what we received. Thanks to Joe and Kevin. Let me add they were efficient and courteous.

Rating:

5.0

Hello. This is not Larry this is the the young lady that was with him when we got the storage U-Haul and when we got the storage I was not aware that he never brought the U-Haul back I am extremely so sorry about whatever he did I don't know what's going on with him I know he has a lot of issues going on right now he has cancer he has his kidneys are failing and I know he's been in and out of the hospital a lot he's on his like last leg of dying so I'm extremely sorry I'm not I've just I was aware that he never brought the U-Haul back because I got arrested because I was driving it to go to the store and I didn't know that it was not supposed to be back at that this whole time that he was talking to you guys so I am so apologetic if there's any money old I will try to pay as much as I canAnd like I said like I said he's very he's very sickly he has colon cancer and his kidneys are failing so he's been in and out of the hospital and he was letting a lady named Stacy Corbett drive the U-Haul all this time and I thought that they were able to drive the U-Haul until I found out the other day I went to jail and I got in big trouble for it because I didn't know that was supposed to be brought back a while ago I thought he was making efforts to pay you guys so if you can give me a call back as soon as possible my name is Carmen I would greatly appreciate it cuz I have a few questions myself but like if any money is old that I can try to help pay I will if you can give me a call back at this number that would be very appreciative thank you dDominique

Rating:

2.0

No one seems to know what's going on. When I went to get my lock back the guy deactivated my account before I could get in there and then he couldn't get me in to get my lock back. I don't want to pay an extra month. He told me to come look for Pete but he didn't know when Pete showed up but he did know that he left at 1:00. I don't have to work till 9:00 but I don't know when Pete shows up. I really would like that lock back. I don't want to pay for another month

Rating:

5.0

I 've used This Location on Burlingame in Wyoming Michigan for Every Move I've done and have Always been Satisfied👍👍💖

Rating:

5.0

5 stars. Very friendly, helpful, and polite. The only find I found at fault was the threshold of the door going into the building had a huge crack. The carts wouldn’t go over it unless you picked up the cart/wheels to get over it. Inconvenience!

Rating:

5.0

Dominique and Scott, they are awesome they deserve a big raise.

Rating:

4.0

So far everything has been okay and the staff has been super helpful.

Rating:

5.0

I have and will continue to use it for all my storage needs because of the Helpful, Friendly, Professional Employees. The Facilities are Clean and I feel my Belongings are Safe and Secure!

Rating:

5.0

Very helpful staff. In special Rick always is there and available to give solutions for anything! Good job! 👏

Rating:

5.0

Lo único del storage es que me dijeron que cabía dos cuartos y el truck cabían dos cuartos y era grande por dentro aunque estuve que dejar cosas en Mississippi. Y yo pensé que así de grande era el truck de dos cuartos así de grande sería el storage. Y no fue así estuve que poner la mitad de mis cosas y las de mis hijos en el storage y la otra mitad en mi carro y en un sótano.. Mi experiencia con todo el personal que me atendio fue muy buena. El truck tuve que poner mas gasolina del que me habían dicho al principio. Gracias por su atención

Rating:

5.0

Rick was very helpful and friendly! I was impressed by the facility, clean space and quick solutions for all the issues. Good job! Keep like this!

Rating:

5.0

It was a Sunday and the place was busy, so I understand we could not get as much attention as we would like. I feel the it could be a lot clearer how to find the storage location, that you should cut the tie wrap and proceed, that a name on the tag to confirm you are in the correct place. The guy checking in the vehicles in the back was very helpful!

Rating:

5.0

Just an awesome place! Ryan and Pete were very helpful, kind, and took the time to hear our story! I was very satisfied with their service and felt my belongings were very safe!!

Rating:

5.0

Everything was awesome.

Rating:

5.0

Pete and Ryan are wonderful! Very helpful with the storage rentals, keys, parking to unload and turning in the truck and car hauler!! Looking forward to coming back to get our belongings!

Rating:

4.0

If it weren’t for Jerad‘s help, I would not have had a storage facility. You are lucky to have him as an employee. I truly think without him, your facility would not be what it is. Thank you.

Rating:

2.0

Hinges kept messing up, there were times I couldn’t get into or lock my unit. I felt someone was trying to get into my unit and no one did anything about it at all.

Rating:

5.0

Everyone was cool and down to earth thanks

Rating:

2.0

Girl gave us a unit with stuff in it...it took about an hour for her to figure it out and switch us....then first payment was in system wrong

Rating:

2.0

This is a very strange place. As you drive up you can see the doors for the storage units on the outside of the building, each with a unit number marked on it. But once you are there, it turns out they are fakes - just painted on a blank wall. The actual units are inside. A sign says that there is heat to keep it from dropping below 45 degrees, so if you have something that shouldn't freeze and the heater actually works that would be a good thing. The manager rented me a unit, had me pick a PIN and then led me to it. First he taught me to enter my PIN on the Check In/Out keypad, and then do it again on the Open Door keypad a few feet away. There's a notice on the Check In keypad that if you don't check out again when you leave, they will charge you a penalty fee. Then he told me I was in Section D, and led me to a staircase going up! I asked if there was a way to load in without climbing stairs, and he said there was a loading dock out back. The hallway needed someone to sweep and pick up empty bottles and such. The unit itself was swept clean, and was empty except for the rat poison dispenser. I don't know if every unit got one, or if I was just lucky. When I was ready to load in I parked at the loading dock and lifted my boxes up to it from my car. I used my PIN at two keypads to get in, opened the door - and there was a steep ramp leading from the dock to the storage level! There were carts I could use, at least. There were notices on them that I would be charged a penalty fee if I didn't put them back where I found them. I also saw that there were storage units along the ramp, the doors were at the same height as all the others, which meant that the bottom of the doors were anywhere from half a foot to four feet higher than the place you'd stand to load into them. You'd need a ladder to enter. Uh... A couple times I used the front door to enter the building instead of the loading dock. I did my business and then the door wouldn't let me out again! I tried crashing it open hard (I am not a light guy) and several different ways, but it wouldn't open. The first time this happened, I went and told the manager, and he said he knew there was a problem but they weren't able to get it fixed, and I should do whatever I had to get out when I needed to. The second time that I couldn't get it openI went out a door marked Emergency Exit Only, which took a lot of force but did open up eventually. There was a sign on it that anyone going out of it without an Emergency would be charged a penalty fee.

Rating:

3.0

Physical access to my unit in door D is quite difficult for heavy items. The carts help, but the ramp is very steep. Getting the items to the bottom of the ramp is also a challenge unless you are using a truck that matches the dock height.

Rating:

3.0

The general manager, Ryan, was rude and unhelpful. However an employee named Jared was amazing and bent over backwards to be helpful and problem solve when the computer system for self-storage wasn’t working. He was apologetic for the behavior of his manager and did a great job smoothing things over with customers when his boss was rude and impatient with them. That kid deserves a raise.

Rating:

2.0

I only need until for 2 weeks, and when I went to cancel the man said ok, then I got a bill, call uhaul and they said the would email management. I asked for a copy and was told it was an inter office email so I could not get one. fast forward 30 days and another invoice! I took it back into the store and I hope that it has been cancelled correctly. Ugh. Not really expecting to refer people there... it is even very close to home.

Rating:

1.0

The check in process was fine. After getting a flat 9 mins from our location we had to wait 5 hours for roadside assistance because not only did it take almost an hour to just get a hold of someone they got our location wrong sent after waiting 2.5 hours then had to wait another hour for a guy when the job took less then 5 mins to fix. The office was poorly staffed and the assistance line was overwhelmed and understaffed.

Rating:

2.0

It took a long time to access my belongings towed while in hospital. Uhaul put my stuff in storage and then charged me for it instead of allowing me to retrieve my belongings. My relationship w Uhaul sucked.

Rating:

1.0

Every time I have to go to my storage I have to have someone open it for me because when I put my code in it says access denied.

Rating:

1.0

When I first got the storage I purchased a lock and it was not given to me. Had to go to the dollar store and get one. The only helpful people there was were the regular workers and the guy asst mgr

Rating:

5.0

The play is and everything else was perfect thank you for your service and hospitali

Rating:

5.0

No additional comments

Rating:

5.0

If you are looking for an excellent place look no further and visit this awesome location!!!

Rating:

5.0

Customer service was phenomenal .The staff Was very helpful step by step instructions. Will be returning soon. Thank you so much.

Rating:

1.0

The storage facility was supposed to be securely locked indoors, but for months if you turned the handle to the security door upwards it would open without the key card. I reported this several times.

Rating:

1.0

Staff at the Burlingame facility were very unprofessional. They were not welcoming and not interested in providing quality service. Customers kept getting passed around. Camera in storage faced wall.

Rating:

1.0

I was lie to from the 8 hundred number for the uhaul reservation lady said that I would have a storge place XL I asked for when I got there it was not one available, so I had to wait four days, it

Rating:

2.0

The storage units on line aren’t even the way the units truly are in person‼️‼️ And I was told I HAD to purchase a U-Haul lock. This will be my first and last time renting anything U-Haul.

Rating:

1.0

Not only did they need to on storage so when I drive for 13 hours to unload, I could not! Forcing me to leave the 20' truck and trailer. The cell to call if I has a problem this will not allow me to

Rating:

5.0

No comment

Rating:

5.0

Uhal provided excellent service to me as a customer at the Burlington street location in Wyoming Michigan.

Rating:

1.0

Did not use

Rating:

5.0

I found it to be A great place too Store my belonging Just all aaaaaaa God bless every body That work their christa Was super she should Area manger

Rating:

5.0

Have a great day!

Rating:

5.0

Everything was great 👍

Rating:

1.0

There were problems every step of the way and we did not end up with what we were promised.

Rating:

1.0

There storage unit was not what I reserved. False advertisement and fraudulent ways of action.