The employee that helped us at the checkout wasn't very informative of what to do I asked him questions he just pointed I asked him about certain things he didn't have good customer service skills. First time renting a U-Haul and I would have liked to get it explain to me on how things are with the size truck we got. I didn't know what U-Haul/tow meant. I wasn't satisfied and they overcharged me.
REGINA CCustomer 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.
The reserved dolly is not available, have to pay for a more expensive and less useful one
XIAOBO LMade reservation on line thinking the process was going to be faster and the app did not work the way I anticipated long process to drop off as well the area not safe to drop off at the early morning hours. Gas thank less than a quarter tank not convenient for pick up and drive to the location customer has to scramble for gas station close by. engine lite came on while driving to the gas station. I had to wait to pick up vehicle since the app for pick up did not work out well very confusing not user friendly. had to do the hole reservation process again when I had enter everything online the day before. over all not satisfy with the pick up and drop off too many steps at drop off when it is not a safe location area two questionable people on bicycles going around on circles while drop off.
VIRGINIA ZThe main problem was UHaul changed my location pick up from Pleasanton to a city 30 miles away. I received my alert for pick up a couple weeks after I reserved the trailer. It said pick is in Concord. I called up and was told no trailers at Pleasanton. It took 2 hours to pick up the trailer instead of 5 minutes. 30 miles each way in heavy traffic. Other than this, all was good.
JOHN DClean, easy, great staff. Great selection
JOHN CI was charged 45$ cleaning fee what's that about? I return the truck clean and left it with more gas then when I get the truck. I have pictures that the truck was returned clean. Truck was all beat up also got pictures of that it was clean in the inside but it was so dirty on the outside when I pick it up so why charge 45? Cleaning fee I don't get it.
RAFAEL SApp doesn't work, tried to return the truck that night and I couldn't, had to drive next morning again to the store
FRANCISCO VOver charged for rental.
DORA RCargo van was clean inside, but it could of used a wash on the outside. Staff was helpful during checkout and checkin process.
RONALD LGreat customer service
ANTONIO BVery helpful and thorough staff member helped me with check out process.
LUZ GI would not recommend u-haul at all after my last experience.
FABIAN HBoth agents at pick up and drop off were great! Timely checking and return.
Norman JExcellent customer serbice
GLENNDA PMake sure there's gas in the van before a customer picks it up
Gregory TNice, friendly, adept customer service agent. She was the only one working at the counter, and wish you had more staff available. Perhaps you could get more staff if possible for the busier times.
CYNTHIA LSmall issues with the truck: break release handle was not working well / nearly broken. Just a bit more maintenance on the trucks please.
BRENDEN TTruck is old wore out beat up. No gas was told just go to a gas station this us normal here, then they charged me a $25 clean fee. I swept the truck. This location is garbage.
BRUCE WGreat customer service.
HENRY DIn the very fine print it says that dollys are not available if moving out of the city. THIS NEEDS TO BE IN BIG PRINT! I went there and they told me this when I was picking up the truck and it’s infuriating because a lot of people depend on this
OR BGreat experience customer service was great and the U-Haul was clean and in good condition will definitely use this location again when needed.
Jayla EExelent
DANIEL CThis location is great...too bad your Santa Clara location is terrible!!!
MARK TJavier was extremely helpful and attentive to our needs. Because of him i will be recommending this location to any one that needs a uhual
JOSE BMy daughter reserved a 20’ truck last week through tge Uhaul website. . Uhaul called her last night and said sorry we only have a 15 available. They called at 5pm the night prior. How is that possible? So at 9am today I searched and managed to find a truck at this location on the Alameda. Great service there. But why did I have to do that. What is the point of a reservation?
ERIC FGood 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 C