Customer Reviews for U-Haul Moving & Storage of Palencia

Rating:

5.0

The two gentlemen who helped me were excellent! Great customer service.

Rating:

5.0

Outstanding customer care by Jeremy!

Rating:

5.0

Improve the app. The app experience was the biggest negative.

Rating:

3.0

Reserved a truck a half a mile from my house the truck wasn't there and it would not be available had to drive 6 miles to another location to pick up a truck where they did not have an appliance dolly so I had to drive another 8 mi in the truck to get the appliance dolly to drive 14 Mi back to my house of course they charged me a dollar 19 for every single mile and then I had to do the same thing when I returned it so it cost me about an extra $40 because of their error I had reserved this 3 weeks in advance and somehow they couldn't get it right less AI or more human interaction

Rating:

5.0

Easy to rent online and easy to pick up and drop off, nice location, nice staff. Glad to have them so close by!!

Rating:

5.0

Great place. The staff are friendly, helpful and most of all get you on your way quickly.

Rating:

5.0

Very smooth process handled very professionally and compassionately. Would absolutely recommend this location

Rating:

5.0

Jeremy was fantastic. Friendly, efficient and professional.

Rating:

5.0

Friendly courteous service, a pleasure working with Jeramy

Rating:

5.0

Jeremy was to-the-point in making sure I got what I needed. Thanks for all you did, Jeremy!

Rating:

4.0

Let them know the van doors can automatically lock

Rating:

5.0

great service from the new guy

Rating:

5.0

Your App is horrible and uhaul system is always going down. I've mentioned this over the years. Uhaul should spend money and time overhauling their App.

Rating:

4.0

The trailer old and in somewhat disappear. The tires were in great shape. However, the trailer hitch was heavily rusted. The right brake light and turn signal did not work. I was very frustrated with this. There were other 4 x 8 trailers there, but I was told this is the only one available for me to take. I was forced to use it without the working brake lights because I was committed to moving what I had that day.

Rating:

5.0

Keep everything the same. Your system works perfect

Rating:

5.0

Very courteous and helpful

Rating:

5.0

None. Both the pickup and drop off was smooth

Rating:

4.0

The young lady at the desk was very nice an understanding. I have an issue with u-Haul and this e-hold policy. I previously had an in town rental and drove a total of 26 miles for one day. Truck was clean and tank was filled and returned early. Somehow, I had some bogus mileage charges added to my rental. I paid the previous amount agreed upon and thought everything was fine. I always go above and beyond to do the right thing. I went to pick up my rental truck on Sat morning and I had to spend an hour of my time on the phone arguing about an e-hold for something I had no idea about and it dated back to April of 2024, nearly two years, so I did not have any documents still saved from the transaction, especially since it was a standard in town move as I changed storage facilities. I never received a phone call or an email, yet somehow I had a debt for $70. If there was a debt it was due to the Compass U-haul personnel. I know that it wasn't me, yet I had to pay an additional $70 in order to clear the hold before I could rent the truck on Sat. I am furious because I stand behind my actions and I know the additional charge was unwarranted. Of course, there was no way to appeal the charge because it would have to be done within a year and we were right at two years from the incident. I was in the Army for 30 years and it was an easy transaction and should never have risen to this level. Its not like I couldn't afford it, but to add charges after the rental was closed out and then charge me over $130 for a one day rental for 26 miles in a 10" truck was unacceptable! I have completely changed my opinion about U-Haul! I would love to have a call back from someone in charge and better yet, I would like my money back for the unauthorized use of the vehicle and embarrassing me with this e-hold situation.

Rating:

5.0

Excellent Staff.

Rating:

5.0

The customer service inside the store was terrible. Not accommodating. Not friendly. Not helpful and gave us attitude that she had to actually work.

Rating:

1.0

Customer service was non existent. As we arrived at the facility the agent was coming from a neighboring store with a plate of grapes and a jar of pickles. She was very rude and very unhelpful. When asked if we could change trucks she said no. There were probably ten trucks in the lot and I inquired if I could add a hand truck to my order. "We don't have any for rent". After she asked for my driver's license she took it, got the information and threw my license back at me. Upon returning the truck I walked in and had to go to the back room to find someone to check me out. Horrible experience! Never again will I use this location.

Rating:

5.0

Great people can’t wait to rent again

Rating:

5.0

This is the cleanest facility I’ve been to and the gentleman who work here are extremely friendly, helpful and prompt. Both times I’ve rented/returned items I was in and out quickly with well functioning equipment and met in the parking lot immediate upon return and asked if I needed assistance or had any issues or questions. Customer service is a rarity these days but this place is top notch. Thank you!!!

Rating:

5.0

Jarred was very helpful. Our job was done with ease.

Rating:

1.0

Terrible

Rating:

5.0

Drop off location was changed from where I had requested. This change added additional mileage that put me over my allotted mileage. This was explained to the location staff and they kindly adjusted it so there was no additional charge. Not the locations fault but I do not like that U-Haul made this change without my ok and without increasing the allowance since it was your change not mine and much further away than our home.

Rating:

5.0

Staff is outstanding, clear, engaged and professional. Thank you again for the outstanding support

Rating:

3.0

I was very upset and it was unbelievably inconvenient that all of the equipment that I had reserved was not available the day of pick up. Showing up and being told they have no furniture dollies, appliance dollies or regular dollies that I reserved in advance to move a three bedroom house was beyond unacceptable and the employee smiling and saying that it’s been like that lately does not calm the nerves in anyway or help the situation. Spending half my morning searching for a location that would rent only dollies was a nightmare. Do better.

Rating:

5.0

All U haul stores need a store number in bold letters for each location like #4563. It would save so much over and back especially when dealing with the call center if you call the store and they don’t answer for whatever reason.

Rating:

4.0

We had no issues with our rental. Employees were pleasant and knowledgeable. Large enough location with enough equipment available that we had choices which suited our needs. Office was plan and weekly stoxked. Our rental went smooth in all respects.

Rating:

5.0

Great service and staff was great They were very polite and friendly

Rating:

5.0

Very friendly staff that made me feel like a valued customer. I scheduled a truck after hours on a Sunday and it was ready at 8am on Monday when I arrived. Thanks for a very positive experience

Rating:

5.0

Very helpful staff

Rating:

2.0

Dirty and disorganized. He said my reservation was all screwed up and duplicated. Not where I requested to drop off. I kept getting text messages changing locations and providing other incorrect information.

Rating:

5.0

nothng both people very friendly and competent

Rating:

5.0

Before I could get out of the car to go inside a nice gent was coming out to assist me. He helped me maneuver and unhooked it for me without me asking. He told me a little about what I could do better next time but in a friendly and concerned way. He was extremely friendly and helpful. Much appreciated!

Rating:

5.0

How ever your app and support were terrible. I originally had a Sunday pickup with the app when I arrived at truck location the app would not allow, we to check out the truck. I called support and the person on the phone stated that was because a truck was not assigned to the reservation. She transferred me to another person who was supposed to help but she just had me exit the app and try again 2-3 times, I tried to explain what the first person told me, but she would not listen. eventually after wasting 45 minutes, I had her find a location that had a truck and that was open so I could get a truck without using the app.

Rating:

5.0

Customers service has always been great thank you

Rating:

5.0

The owner was super lovely and kind about pricing. I would recommend this U-Haul establishment for anyone moving ⭐️⭐️⭐️⭐️

Rating:

5.0

Super friendly!!!

Rating:

5.0

The truck was extremely noisy.

Rating:

5.0

The staff are great and very friendly! But, the equipment was not very clean. And the tires needed balancing, it’s a rattle trap on the highway! At almost 115,000 miles, the truck might be on its last legs.

Rating:

5.0

Excellent Customer Service & Professionalism! I would highly recommend this location!!

Rating:

5.0

Customer service was A+

Rating:

5.0

Everyone was very friendly and efficient doing their job.

Rating:

5.0

This rental was a very important part of my project, and I found myself worrying about the details of getting my items moved from one spot to another, on time. Once I talked with your associate, I found that my concerns about finding the right vehicle, and the cost of moving my items from spot to spot were nothing to worry about. He helped me find the best trailer for my move, and at the best price. The trailer was clean and in good shape, and my move ended up being a quick and efficient solution to my issue.

Rating:

5.0

Manager was so helpful. He took trailer off our vehicle. Fast close out of paperwork.