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ROBERT WCustomer Reviews for U-Haul Moving & Storage at The Alameda
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.
Good customer service
ARTHUR RFriendly service
HUY PBoth picking up and dropping off the trailer occurred quickly and efficiently.
GREGORY AMy original reservation was changed because the location I selected did not have a vehicle at the time I chose on the app. They allowed me to make a reservation at the Alameda for 0700 on Sunday but no one showed up until 0900. There was 1 person working so the line took forever. The person messed up my contract and had to do the reservation process all over. The center console randomly fell off causing my beverage to spill all over me and my phone/gps to become unavailable. I will never use u haul again
DAVID MI cant think of anything to improve was really satisfied with the help I received from the employee had questions that were answered and the prompt help to get my trailer going and hooked was satisfied. I really appreciate the response. I really recommend this place
JUAN AIt was great
DAVID AAwful experience, the man who check out the uhual never got up from his desk, leaving us to find the truck in a lot of 60 different vehicles. Then we got to the location to load up our uhual, realizing there was a padlock on the back with no key. this was such an awful time. i would NEVER recommend this location to anyone. our first experience with uhual and this is what happens? shame
juan mGood, prompt service. Friendly staff. Had a good experience overall.
Hetal TMarko did great with my hitch install
Tracie SNothing
ELIEZER TYou guys suck
MANUEL JExcellent service
NICKOLAS Ti've rented here before, each time has not been a great experience. They lack customer service and overall urgency in assist.
RHONDA Gexcellent service and very helpful right at closing time at 7pm
RICHARD ATransmission light on twice the truck seems it was going to give up.
MARICELA MWhen the truck readings show that it is empty tank. Please be sure it is not vandalized. Yesterday I drove this truck to a gas station to put gas on it, but all the gasoline I was pumping went directly to the floor because on of the pipes was cut. It could have caused a fire or an explosion. I mean when you are treating with gasoline some accidents can happen including death. I lost time and money, I failed with my schedule, first time it happened to me. Uhaul usually is good.
ALEX AIt can take a customer a long time to determine what vehicle is best for the move. Need to decide if clearance is sufficient, if you can lift 29” into the truck, where to strap and so on Would it be helpful to have a list of questions or checklist to consider when picking the truck
TARAS JCheck engine light came on at some point. Van drive well, but something was clearly going on. Processing the rental went without a hitch.
JULIE HIn and out fast.
BARBARA MThe customer service was very slow. I waited for 1 hr in the line to get the keys. When I approached the representative he told me the key is not with him. After waiting for another 15 mins he found the key. It’s was very frustrating
Abey JThe road was closed, the gas pump was open someone stole the gas, so we had to drive with low gas.
MICHAEL SGreat staff. Very helpful. Explained everything and got me on way very fast.
ERVIC ANo gas in the truck, there was a lock on the back door, and no key for the lock was provided
Steven MThere was NO GAS in the vehicle. We barely made it to the gas station after leaving the office. We understand there is a problem but the vehicle was supposed to come with a 1/4 tank . My driver should have reported it to the office
TIMOTHY MMy Van was on empty at time of pick up and the attendant, Jesus, stated that they were all low on gas. Terrible to give customers vehicles on empty
JESUS FSecurity while I was parked there, someone broke the window in my car in the parking lot of U-Haul. I was only there for a few minutes. This location is not secure and not safe.
HECTOR GI been 2 times there. the contrac said 1/4 on gas they only puted me 1/8 on gas😒
ARMANDO LNo one available to do post-rental. You have to trust U-haul not to find something. There is a second charge on my credit card dated the day of the return. I have not received a receipt for this second charge and I have absolutely no idea the reason for the second charge.
ROBERT PThe location is great and staff was friendly.
JOSUE AWhere to start? This review is not reflective of this specific location, but the U-Haul company as a whole. This is the review form the U-Haul email sent me to for feedback, so this is where I'll leave it. The overall customer experience with U-Haul is poor. Even this review process. I was sent an email asking for my feedback with a link. I click the generic link and then I need to go search for my contract number which is in an image file of my contract that was was emailed to me. I type it in manually and then it tells me to look for another email that will have another link to provide my review. Why so many steps? If you want more reviews, you should make the process more streamlined. Again, this is not reflective of this particular location, but the overall company. I felt it just took a long time to even pick up the vehicle. I have the app, but didn't use it to check-in because I didn't trust it and figured I was going to have to talk to someone to get a key anyway. I noticed in the app, it lists the secondary contact as optional, whereas in person the staff required it when checking in. I was told that the vehicle had almost a half tank of gas. When I got in the vehicle, it was on empty. I took a photo and adjusted the drop down menu on the check-in website to the lowest value. When I returned it, the staff asked me how much gas was in the vehicle when I picked it up and I said it was empty. He told me that I didn't change it in the check out form. Luckily, the photo I took of the odometer also included the gas gauge so I wasn't charged. I brought the vehicle back with more gas than it had when I rented it. When you are checking the vehicle out, you are supposed to take photos of all sides of the vehicle. It was backed up against the wall of the building so I had to pull the vehicle forward, get out and take a photo and continue. The process to that point had been taking longer than I'd like and it said that the remaining photos of all sides of the vehicle were optional so I skipped them. Then, at the end of the form it had a strong warning about how I was responsible for all damage because I didn't take all the photos. I thought maybe I should go back and take the photos, but the form didn't have a way to go backwards at that point. I mean the vehicle worked and was clean so that's good. I suspect U-Haul has had a lot of negative feedback about the time it takes to pick up and they have tried to improve it by using an app, but the experience is still a bit lacking. Also, the billing can be a bit confusing. At check-out they ask how many miles you would be driving. I told them it how much and then the charge that shows up on the credit card terminal was $100 which I assume is just a hold, but was way more than the final charge would be based off the mileage estimate I provided. When they checked it back in, they charged the final amount properly.
AARON CThe equipment was old and everything was manual which was strange. Had to walk around to open the window etc. Gas mileage was pretty bad too for not so big truck.
Nandakishore VVery fast pickup and delivery.
MANUEL GAngel , Xavier and the black lady with the blonde hair was amazing.
ROSETTE SKeep the vehicle clean. Exterior car wash. It is not only a representation of you but also of me when doing free advertising driving your truck around. Thank you.
DARRELL BI only used the truck for 21 miles and yet U haul charged me for 36 miles!
TORIVIO TSince the usage of these trucks is quite different from that of regular cars, there should be a brief manual summarizing the basics of each vehicle. This would include details like the location of the gear lever, how to use the wiper (which is integrated with the indicator stalk), and how to operate the parking brake. While this may seem trivial, U-Haul vehicles are significantly different from regular vehicles in terms of operation. A simple manual explaining how things work in a given truck would help users, especially first-time U-Haul renters like myself, get up to speed quickly. You did a fantastic job adding stickers to indicate where things are, but they are not sufficient for a first-time U-Haul user.
MANIDEEPPRANAV MWe waited an hour even though we had a reservation for a trailer and there was no one in line, it took the lady about 30 minutes to help each person and she was simultaneously helping 2 people before us. Horrible.
CHARLES MThere was smoking smell in the truck.
MANOJ WI have, but one complaint about my experience, and it has little to do with the specific location. The employees that worked, there were helpful, informative, and efficient. My problem was that the online reservation system - which I assume is not managed by the local franchisee – Rented me a truck for 7 AM when your location doesn’t open until 9 AM. That really messed up my day and my plans.
FRANKLIN RDidn’t have the dolly I reserved, and told me to go to another location that they claimed had them, I asked “are you sure”, they said yes. I go to the location and they said they don’t have dollies. Trailer was somewhat dirty and didn’t have any chains or wires on it
TIMOTHY GApp was not working and made things difficult! Need to improve app!
RODOLFO MThese are the reasons I gave a Poor rating. I rented a 6x18 covered trailer from this location on 01/092025; I have rented the same trailer from this same location before and service at that time was OK. This time 01/09/2025, it was very bad. 1). On the day I picked up the trailer, it was not cleaned inside. The trailer had much debris from construction materials (it looks like sand and powder from cinder blocks). I have pictures of it. I swept it myself, even mopped it with water but after a ride in the city, more debris came out from cracks and crevices. There was only ONE employee at this facility on that day, he was overwhelmed by many customers, so he may not have the time to clean the trailer when the previous customer returned it, and before i rented it. That is understandable, and I blame management for having only ONE employee on duty to save money. 2). I kept the trailed for 3 days total at $29.95 /day PLUS Safe Tow insurance up to $5,000 damage for $8/day. I put a small dent on one fender by moving the trailer too close to a yellow post at a gas station; the dent did not prevent the trailer from being used safely, and I was sure that the $5,000 insurance would cover the small fender dent. Employee Angel R. inspected the trailer and wrote up the report when I returned it, giving me a bill of $113.85 for the 3-day rental. Nothing was said about a repair charge. 3). Next day, I found out that U-Haul put a hold on my bank account for many charges. I quote from memory: $40, 180, 300 with no explanation whatsoever. All those small amounts should have been covered my $5,000 Safe Tow insurance. Why the heck am I charged for them thru a bank hold? The hold completely depleted my bank account, and I could not use my debit card to buy gas, food, or pay my bills due on that day. I went to the local U-Haul but the manager did not have the authority to lift the bank holds. He said that if errors were made, I'd get a refund within 5 days ! But I needed to buy food, gas, and pay my bills on THAT DAY to avoid incurring a late fee. Finally, after 2~3 days, all holds are released by U-Haul, but I now have to double-check all my bank accounts to make sure that no stray charges or overdrafts are still lingering on my accounts. U-HAUL MUST CONTACT CUSTOMERS BEFORE CHARGING ANY UNEXPECTED FEES /BANK HOLDS INSTEAD OF SITTING ON IT FOR DAYS. IT HAS THE CUSTOMER'S PHONE AND EMAIL, WHY NO CONTACT TO CLARIFY MATTERS? WHOEVER PUT A HOLD ON BANK ACCOUNTS WITHOUT CONTACTING THE CUSTOMER SHOULD BE PENALIZED. WHOEVER FAILED TO REALIZE THAT MY $5,000 SAFE TOW INSURANCE WAS MORE THAN ENOUGH TO COVER THE DENTED FENDER SHOULD ALSO BE PENALIZED. I hope no one goes thru what U-Haul did to me.
H NHelpful staff
LAWRENCE HThe worst experience with U-Haul I have ever had. The app did not work for self check-in. When I went inside there was no one to be found. Finally someone came to assist me and another customer. Marco was nice and got me checked in for my van. When I got in the van to leave the gas tank was completely empty. I was told that someone steals their gas at night out of the vehicles. They poured a gallon of gas in that they had in a gas tank and told me to go to the nearest gas station as soon as possible. It took 5 gallons for the gas light to shut off and another 4 just to get to a 1/4 of a tank. Marco told me that the blankets and dolly were in the van when I checked in. After getting my own gas I hurried to my appointment only to realize that I had no blankets or a dolly. I had to go back to retrieve blankets for my next trip. When I brought the van back I attempted to use the app again since it was after hours. Once again it did not work. I had to call U-Haul to finish the check in process. The agent could not assure me that I would not be charged for the dolly or blankets but he could put a note in. I wasn’t surprised the next day when I was charged for both. I will go with another van service for my future needs.
CYSILY PIt would be helpful if the people taking reservations would ask customers whether the vehicle will be one-way, or round-trip. I learned this the hard way when I went to pick up the truck and was told that I had to return it to where I rented it. I had thought that since there is a U-Haul where I live (90 miles away), I could pick up at one location and drop off at another. Instead, I towed my vehicle to where I live and then had to turn around and return the truck. Also, when I got into the truck it had a quarter of a tank of gas. It would be nice to have the truck gassed up and ready to go next time.
DAVID HMy biggest complaint was that the vehicle was given to me with only a 1/4 tank of gas. I had to do my move from San Jose to Oakland and the gas tank was empty when I arrived back in San Jose to return it. I drive an EV, and this is an unfamiliar vehicle to me, so I don’t know how much gas to add to go from empty to a 1/4 tank. It’s much easier if the gas tank is full at pick up and then my task before returning it is to fill it up. That’s something that would be very easy for you, and would take out all the guess work on my part.
Alexander BPlease open one near the Santa Clara University as many students and people working in the tech industry would use it.
AMANDAJUDY ATeam member Ross was helpful and ensured we had a easy U-Haul return. Ross assisted us with the item even before they opened at 7 am he is a real trooper!
VALERIA OThanks
GEOVANI JAngel was a great help and laughed at my jokes. Gave me a great van and took my picture cuz I’m the cutest customer he ever seen. He really liked my signature. Great time renting.
JOAN SDid not like the service. We asked to pick it up at 8 but found out the day before 10! I asked for a 20 foot but when we picked it up the clerk had written a 36 foot. We were not pleased. My husband said 20 foot and my son n I heard him clearly the clerk argued. We rented the week before and the week before that. It gets very expensive each week. We were not happy to now need to pay more than what we expected.
JAMES BMade us wait 1 hour on the spot in the rain, very poor attitude, did not tell us how to return. On the day of return, went to the return spot on the contract and was told to call a number, which I did call and was told to return at a different spot (which was also closed), so we had to pay extra to return to a different location. Attitude was really bad, overall a bad experience this time with the trailer. Do not rent from this location!
cheng eThe truck was missing a driver side sun visor and the window crank on the driver side was broken
Michael PStaff were helpful, professional and friendly.
LAWRENCE HI scheduled here because it said 24/7 available. I scheduled 6:30Am pickup and it wasn’t ready it said it did not participate with 24/7… the store did open At7am but they had to move all trucks in front of the one I had to reserve plus did not help me load the equipment I borrowed.
ROGELIO PAngel was outstanding! He was extremely helpful and a amazing positive attitude..👍🏽
ARTURO RInspections of inner wheels for rust on all the trailers from heavy winter states has to be a priority. The trailer I was given had damaged and rusted wheels that could have caused a very serious accident and or death. It is not the customers responsibility to crawl under the trailer or any vehicle to check for damage.
RAMIRO SGreat rates great customer service
ANITA A