Customer Reviews for U-Haul Moving & Storage of Thornton

Rating:

1.0

Reimburse customers on days and gas.

Rating:

5.0

I always rent from this location. Every time I rent from them, the staff is awesome! They always have the equipment that I need.

Rating:

3.0

I'm looking for the truck for 5 mits idon't have help to get the truck to bad,

Rating:

5.0

Nothing

Rating:

5.0

Thornton Location has FANTASTIC Customer Service. Your Store manager, is very knowledgeable and very considerate. My interactions with the other staff members are always professional and courteous. Kudos to All you you !!! ;D

Rating:

4.0

Very fast and clean service..

Rating:

3.0

The contract on paper did not align with the contract in the app so there was a bit of confusion that was fixed at the end.

Rating:

5.0

Been renting from this location. Staff is really nice and helpful. Would definitely recommend these guys.

Rating:

4.0

Trailer had a good amount of trash in it.

Rating:

2.0

I didn't get the utility dolly that I was charged for. When I registered I requested a dolly and when I arrived to pickup a truck, I requested one. I was given the keys and recipient and told to look for a certain number on top of the truck. The milage on the paperwork was incorrect, so I was charged an extra $8 for "going over the mileage"', when I returned the truck.

Rating:

5.0

Good communication. On time delivery.

Rating:

5.0

It was great I was cold and the lovely lady told me I could go inside to stay warm

Rating:

5.0

License plate was beat up and couldn’t read it. The trailer overall worked great but it’s old.

Rating:

4.0

Identify the location bar code for the on-line returns. I tried scanning everything I could find and nothing worked.

Rating:

5.0

I couldn't check in the truck after use, I scanned the qr code and it really messed up my phone. Malware I believe.

Rating:

4.0

The people were friendly and helpful.

Rating:

1.0

Asking for too much privacy data from a consumer is excessive and down right wrong. The manager Evan has his own agenda with wanting pictures of consumers who rent a simple trailer and phone numbers of friends and family show a lack of mistrust from all customers. I would like to know what he is doing with our biometric data he collects from each customer when he takes these pictures. I called other local stores and they only do this when a vehicle is being taken out of state. I will be calling corporate to see how my data is being Stored and who has access to it. There are other ways protect U-hauls property, but to be treated like a criminal it outright wrong.

Rating:

3.0

When I was going thru the steps in the link to inspect my rental truck before departure I quickly turned on the ignition to check the mileage & fuel gauge. Because I was standing outside the vehicle the fuel gauge appeared close to the stated 3/8ths of a tank on the rental agreement so proceeded to finish the process & pulled out of the lot. When I was a block away from the lot I noticed that not only was the fuel gauge not actually near 3/8ths but it was only a hair above 1/4th of a tank. I quickly took a picture on my phone showing the current mileage & the 1/4 tank of fuel. A minute later I arrived home (I live 1.2 miles from the lot) & called to explain the issue with the fuel level. Essentially I was told there was nothing I could do - so I ended up having to buy an extra 2 gallons of gas to refill the tank to 3/8ths. All for a 10 total mile rental. Pretty frustrating.

Rating:

4.0

I was disappointed when I asked a staff after dropping off the vehicle if there is big trash bin or recycling bin I can throw a plastic piece (door mat) in it, since I was in a rush to return the cargo van and forgot to take it out, but the guy said they have to charge me for it just to throw it away (are u serious?). I decided to asked another staff and he was willing to show me where to throw it.

Rating:

5.0

The shop team was great!

Rating:

5.0

Good Customer Service

Rating:

5.0

Excellent, friendly service from Jacob today, he made the transaction easy. He provided a clear explanation of the paperwork and options and then followed me outside to move a vehicle out of the way so that I could park my personal car while I used the rental.

Rating:

5.0

Very personable customer service, the Thornton location was able to manage numerous customers at once, bravo

Rating:

5.0

Put on new wiper blades..

Rating:

5.0

Getting my vehicle was great and so was turning it in. Thank you for making process seamless

Rating:

5.0

One of my best storage experiences.

Rating:

5.0

Have windshield washer fluid container full., thanks.

Rating:

5.0

Quick and easy experience.

Rating:

4.0

Perfect!

Rating:

5.0

El guy que estaba atendiendo era un poco apático se veía molesto y enojado

Rating:

5.0

Everyone involved did an amazing job and all of my items arrived safely. The customer service reps were kind and the delivery driver who helped me in Beaumont (Trace) gave excellent service. I would recommend U-Box to others and would schedule delivery for myself again if needed. The only negative part of the experience was having to sit and wait for the U-haul system/website to load while in-store and over the phone. All employees involved did wonderfully, but I recommend that U-Haul update or change their system because employees and customers have to sit and wait until it goes through to get anything done and that is frustrating for everyone. Thank you!

Rating:

5.0

Service was excellent, and timely. Personnel very knowledgeable,

Rating:

4.0

A bit rude person behind the counter, and also I was asking the SAME info I entered before online (to save time) again at the counter, which defeat the purpose of entering everything online prior to the visit.

Rating:

5.0

They were so very helpful and accommodating. Very friendly people who work there.

Rating:

5.0

Excellent app. Very convenient self checkout process.

Rating:

4.0

I can say that I was somewhat impressed with the products-available, over-all layout and the interaction that I had with the counter-person inside, BUT, I am an older guy, not a young "techie". I am disappointingly amazed at how many places (employers, companies, businesses) these days make their employees, visitors or CUSTOMERS jump through MANDATORY electronic interface "hoops" prior to anything being started or accomplished. Very FEW places have alternative "work-arounds". These requirements are very inconvenient for us and self-serving to them. Technology and new inventions/processes are supposed to make life easier and convenient not frustrating and time-consuming major inconveniences. Not having been to U-haul in quite a while, I tied to "go with the flow" and comply with their requirements. Don't know what I would've done without a smart phone. Can a vehicle be rented without one these days?? I tried to comply with their "take-and-upload-to-us" photo requirement unsuccessfully for 45 minutes. Their program repeatedly "timed-out" before I could complete the process and I would have to start over again. Time IS money (and frustration) when renting. They have turned what used to be a fairly-brief process into a nightmare. You can bet your ass that as soon as I find a quicker/easier alternative that I will be taking my business there instead.

Rating:

5.0

I think this location has the best customer service.

Rating:

5.0

The rental charged 2 days. Supposed to be one day

Rating:

5.0

Container delivery at my new address did not go well due to driver not calling before placing the container, I reserved a different spot. Otherwise everything else was excellent! I will go with U-Haul next time as well.

Rating:

3.0

I know jose is young but he needs to show a bit more sence of urgency. Took me an hour to rent a truck because he gave me the wrong keys. Than asked me if I'd tried the other vehicles in the lot. Come on man... Then to return the vehicle was another hassle. Unclear instructions. Come on Jose! I believe in you! Pull up your pants, buy a belt. I'm rooting for you brother!

Rating:

5.0

The experience was exceptional. Everyone was quite helpful and accommodating.

Rating:

4.0

The staff members were courteous and knowledgeable on the operation of the equipment I rented.

Rating:

5.0

Picking up and returning vehicle were both handled efficiently. Prices were fair. Location was convenient. I'll use this location again when the need arises.

Rating:

5.0

Nice new truck and friendly, efficient employees. Thank you!

Rating:

2.0

The vehicle battery died and had to call roadside assist. It took long to get respond and could not finish all my tasks because of the delay caused by dead battery/truck. Need better care and maintenance of vehicle and batteries before handing truck to customer.

Rating:

5.0

Have a more visable key drop box. The instructional video shows a big bright orange Dropbox. I spent 10 mins looking for it when i realized there wasnt one i felt uncomfortable dropping it into a slot in the wall. But other than that perfect I will definitely be a returning customer.

Rating:

4.0

It was good.

Rating:

5.0

From checking in to checking out was fast easy and painless. I've rented twice in a month from this location and its been the best.

Rating:

4.0

Keep hiring friendly helpful people and reward them with good raises to retain them!

Rating:

3.0

Over charged me. I paid 170 for a 39 $ truck for 2 days.

Rating:

5.0

In person reservation was excellent, online experience was terrible. I picked my desired place to pick up my trailer and then I find out they don't do trailers only after seeing them in person. Then I find out the pick up location selected by U-Haul online is twenty miles away when the location on Thornton was about 8 miles away.

Rating:

5.0

Jose made the rental pick up an easy process and upon returning Jeremiah and Andrew made it a very quick and painless check in! Great staff at this location

Rating:

5.0

I rented a unit at this facility for many years. Life showed up and I had a few late pays but this U-Haul location was ALWAYS willing to work with me and continuously showed me excellent customer service on every call. I HIGHLY recommend the U-Haul Moving & Storage on Thornton Ave in Fremont.

Rating:

4.0

All of the employees at Uhaul have been very nice over the years. Unfortunately I had to leave Uhaul because of the constant price increases that became unaffordable.

Rating:

5.0

Excelente servicio

Rating:

5.0

evan is best

Rating:

5.0

Your always there when I have a need thank you and also very kind to me thank you happy thanksgiving

Rating:

3.0

The U-Haul facility for me is too far out. I like the hours you guys have and that everything as far as a truck and storage is right there. U-Haul needs to communicate better and make sure you have documented the information regarding the storage unit move out instead of contacting the customer about an payment for their monthly storage. It's embarrassing. Thanks

Rating:

5.0

Free on the 1st month rental is super wonderful. I love your company.

Rating:

5.0

U-Haul service is very convenience for public. they suddenly need a space for the stuff and have nowhere to store it . It’s very comfortable to reserve it online. There is always a spot available to get it.. Thank you for your service

Rating:

5.0

NC

Rating:

5.0

Everyone there was very kind and helpful, especially Evan Souza. Much appreciated.

Rating:

4.0

Safe storage facility. Clean facilities, helpful staff, no theft or moisture issues during my stay. Only issue was that when putting my stuff into storage originally, a sketchy guy on a bicycle tailgated into the storage area when the gate was open. I kept an eye on him and didn’t have any issues, but I did not trust him. At that time, the gate would remain open for a while after someone used it. When I visited more recently, the gate closed immediately after opening, so the problem seems to be fixed. I wouldn’t hesitate to use this facility again, but recommend the Uhaul team making sure the gate always closes promptly after it opens.

Rating:

4.0

I’ve been a long time costumer and have no complaints! Whenever I’ve needed a storage U-Haul has been my go to choice.

Rating:

4.0

I appreciated the professionalism of the employees as we did experience some technical issues when setting up the rental. The manager was extra helpful. My reason for not necessarily recommending the facilities is that when picking up my items we came across a few roaches.

Rating:

5.0

The front clerk was very friendly and very helpful.

Rating:

4.0

I recently went to clear my storage unit and when I packed my bedding items such a my mattress it was wrapped in a plastic bagging. I noticed small bugs in the plastic and I told a worker and his response was if I was sure I didn’t bring the bugs. The mattress is BRAND NEW. I have paid a lot of money through the years to keep my items safe and clean. This was not an experience I was looking to have.

Rating:

3.0

Thornton location will be better if there’s elevator access to 2nd floor

Rating:

5.0

Great location for storage unit.

Rating:

5.0

I will rent again when I need storage, thank you.the staff was very helpful, thanks again, Frank.

Rating:

5.0

Good work staff

Rating:

5.0

Great!

Rating:

5.0

great service and cleanly kept storage units/areas. manager Evan is great!

Rating:

5.0

Check in for first time, at approximately 9:00 pm March 26 2024, checked out approximately March 26 2024. Kenneth Cox

Rating:

5.0

Thank you, the wonderful service, through the years at your Thornton Ave. location in Fremont, Ca. Special appreciation to Manager, Evan. (Storage). Sincerely, Matt & Sandra Foley

Rating:

5.0

Only the phone set up ,it's hard to speak to someone at the storage location, it seems you always get a representative from the call center,

Rating:

5.0

Fernando went with me to the unit and explained everything to me. He was very courteous and nice

Rating:

5.0

UHaul has the prices on moving and storage supplies. A mattress cover set at my local store is 15.95. At the Home Depot it is 10.95 for just one mattress bag, not for the set. I just went through a major move and my local store was immeasurably helpful. Even offered a dumpster use for a nominal fee. I will never move again without UHaul.

Rating:

3.0

The reason for average: We need elevator for first floor storage unit. It is missing.

Rating:

5.0

The timing was good I got through it enough time to get an available small storage and it worked out perfect thank you

Rating:

4.0

Only complaint- was not able to contact the on-site staff, no matter when or how many times I called.

Rating:

5.0

The person that assisting me is friendly and kind

Rating:

4.0

There was one time on a Sunday I needed to get some things out and it not opening until whenever it opened was an issue but since I only ran into that issue once so can’t complain too much

Rating:

5.0

They saved our moving day by being open and having the perfect storage. Smooth online process. Two thumbs up

Rating:

5.0

It’s excellent the the people who ever work in this facility?

Rating:

3.0

Had an exterior unit and unfortunately, I was unable to get my sofa into the unit due to the size of the door. Be that as it may, another issue I encountered was large pools of rain water right outside the doors of all the units on my side. Noticed a rain gutter about 15' from my door and the rain water just collected on my side causing me to have to hop over the water or step right into it soaking my shoes. Imagine having to do that with hand full with oversized objects such as flat panel televisions.

Rating:

4.0

I would have appreciated having a light available in my unit. I really appreciated having a remote to open the gate! Staff & management were always friendly & provided excellent service & support. Thank you

Rating:

4.0

An elevator would be nice. I had a unit upstairs and it was hard to carry all my stuff to my unit. Then I have to upgrade to a bigger space which means, I have to move it downstairs. So yes…elevator would be nice. But very friendly staff. So, thanks you all!!!

Rating:

5.0

Very helpful staff. Storage and moving rentals at one place is a plus.

Rating:

5.0

In a stressful situation, uhaul was a helpful hand. With friendly people to make it smooth and easy.

Rating:

5.0

Only wished that they had elevator where I was but hey at the low prices can't complain very helpful thanks for keeping my stuff safe for years

Rating:

4.0

All Assocites were courteous, helpful and professional. Signed Ralph P Davis.

Rating:

5.0

Appreciate the staff and my cashier was very helpful and friendly.

Rating:

5.0

Great employees you have thanks for all your help

Rating:

5.0

Thank you ill apriciate

Rating:

5.0

Evan manager is very nice, pleasing and professional. He helped me though he was busy running around multi-tasking. Staff members are also very helpful and quick to serve and answer phone calls. Fortunate to have them at our local UHaul.

Rating:

5.0

All your staff we encountered were helpful and friendly

Rating:

5.0

Very nice and helpful. Customer service person that help me was.great.

Rating:

5.0

Recomendado 100/1000

Rating:

4.0

I think you should rethink about the storage units on the second floor. No elevate?

Rating:

5.0

The staff was Very professional and helpful!! The manager Evan is AWESOME!!

Rating:

5.0

Love this unit as they were open for 24 7 access however some staff weren't aware of this and were rude. But I would definitely rent here again if the location was convenient

Rating:

1.0

Rented out a unit I had reserved to someone else, gave me a smaller unit, struggled to find it when trying to show me where to go.

Rating:

5.0

easy to sign up on line and good customer service at the check in desk!

Rating:

5.0

Well Deserved Accolades to Uhaul....I have been working with you for years...this was my first time using your storage service...what a pleasant experience....Thank You...

Rating:

3.0

The storage access hours does not reflect the correct timing. I saw the access hours and had a truck loaded with my stuff ready to unload and the building gate is locked. The office hours are done so couldn’t contact them and the customer service wasn’t helpful on call. Had to end up paying a lot more for the movers to come back and unload, very unpleasant experience.

Rating:

5.0

Good

Rating:

5.0

The employees who work at this location are well informed and very friendly and easy to work with - would definitely recommend.

Rating:

4.0

Very nice crew at their place, however a lack of having a lift to the 2nd floor and very narrow isles made it very difficult to move my items

Rating:

4.0

You sent the survey before confirming close out of the unit. I assume you found all was in order.

Rating:

4.0

The upstairs indoor units could have wider doorways. We had a lot of trouble getting a sectional couch which breaks down into 5 or 6 individual large reclining chairs into it because of the size

Rating:

1.0

Access to unit is very difficult when moving without elevator

Rating:

5.0

Moving is very stressful; it is frustrating that there isnt someone at the return area because they are busy elsewhere. You set it up giving the impression its like returning a rental car - but its doesnt work as well.

Rating:

4.0

Would have liked somethhing that could move stuff up stairs, but the process was smooth

Rating:

5.0

Es excelente el lugar y el servicio personal 👌👍🏼

Rating:

4.0

Very convenient options to access the storage unit. Getting in out of the location was a breeze.

Rating:

4.0

It’s better to have elevator or tools to help carry heavy objects upstairs if the storage unit on 2 nd floor

Rating:

5.0

Been with this location for a few years. Never a problem. Easy access and conveniently located off 880. Friendly staff. Rented trucks here too. Definitely would store my belongings here again!

Rating:

5.0

There was always respect & professionalism between staff & I and staff to staff. Thank you guys for your help.

Rating:

5.0

The Thornton Avenue store and storage has been excellent - honestly the staff is friendly and knowledgeable and the storage area is clean and appears safe.

Rating:

5.0

Fuimos muy bien atendidos. Gracias

Rating:

3.0

Just below customer service margins.

Rating:

3.0

Overall your fees are too high. No bang for the buck. Many other storage facilities are as good and less expensive. I spent over $2000 for a year. Sadly, next time I may shop around for a better deal

Rating:

5.0

I am pleased with the service. However, when I brought an unsafe and damaging incident being performed by another tenant to the attention of one desk clerk, it was ignored.

Rating:

3.0

Not enough access hours for indoor storage

Rating:

5.0

Great professional service

Rating:

5.0

Well informed and willing to show the units at all times for visual inspections great prices and great customer service.

Rating:

3.0

Building wasn't always unlocked near the beginning of access hours. Automatic lights go off too quickly i.e. when doing work in the storage unit. This requires waving out in the hall to turn it back on but it's still a bit of a challenge because it can get down to near total darkness. If there were a dial timer to keep the lights on this would be a lot easier.

Rating:

5.0

Appreciated the cleanliness and help from all staff members.

Rating:

5.0

Diego was very pleasant and helpful!

Rating:

5.0

Excellent. But I never received a confirmation that I moved. I was paid up to 6-18-2020 & moved out on 6-1-2020. I should have received a refund but didn’t 😟

Rating:

5.0

friendly staff

Rating:

3.0

Had the same staff person checking in for a unit and checking out. He was slow moving and glum. Other staff didn't seem any better, as I was observing while waiting. The storeroom area smelled strongly of pesticides and ?marijuana. People looking for day jobs were wandering in the back area as they could walk in the security gate when open. 30 days was free, but no desire to renew!

Rating:

5.0

Fantastic staff! Went the extra mile for me! Cannot recommend enough! Thank you!!!

Rating:

5.0

Management is professional and reasonable to deal with. Would recommend to friends.

Rating:

5.0

This Uhaul is the most well organized & has the most knowledgeable staff in all the Uhauls I have used. They made it easy for my move and storage, definitely recommend for your moving or storage needs

Rating:

5.0

All of the employees were very polite and helpful. Overall my experience with U-haul was great I would definitely use your services again and refer my friends to use your services as well. Thanks

Rating:

4.0

Service was good.

Rating:

5.0

Customer Service was excellent throughout the rental process! All my questions were answered and I look forward to doing more business in the future. I was not aware of U-Haul's storage and signed up.

Rating:

4.0

overall a very good experience

Rating:

5.0

Very friendly and helpful staff

Rating:

5.0

Please give your staff a break sometimes. They work tirelessly dealing with not so kind customers. They were very courteous and helpful.

Rating:

1.0

The phone call I made to make my reservation failed to inform me that I would only have 2 hours to do the entire move and my storage unit was on the 2nd floor with no stairs. I am so angry with y'all

Rating:

5.0

It’s great location and have good employees 👍

Rating:

5.0

Outstanding customer service and quick delivery of rental.

Rating:

5.0

service was excellent.

Rating:

5.0

The process was smooth and efficient

Rating:

5.0

Great service, thank you all.

Rating:

5.0

Kind, friendly and helpful staff. Checkout of storage unit and checkin of trailer was straightforward

Rating:

5.0

Thank you for the 30 days of storage while I was getting settled.

Rating:

5.0

Great customer service and helpful

Rating:

5.0

Absolutely excellent, even provided assistance when moving. Really appreciate this facility!

Rating:

5.0

nice friendly staff, excellent service!

Rating:

5.0

The first truck was not safe to drive. I returned to the U-Haul Newark (or Fremont) for another, reliable truck. The staff had another truck in 5-minutes and I was back on my work. Thank you.

Rating:

5.0

Everyone was very helpfull and professional especially Aaron she always had a smile on her face. Very pleased with all aspects of u- haul so far. My pods are being delivered to Washington on May 14

Rating:

5.0

This Thornton Ave, Fremont location, is by far, THE BEST RENTAL with STORAGE FACILITY I’ve ever used. Staff is courteous, able & very knowledgeable Facility is clean and secure. Mngmnt is top notch!

Rating:

5.0

None.

Rating:

5.0

Uhaul rep Diego Smith was wonderful & went the extra miles to assist with our storage needs. He was knowledgeable & polite in performing his job. Outstanding employee!

Rating:

5.0

After 22years at U-Haul I had to let my junk go.Thanks U-Haul it's been fun.

Rating:

4.0

Thank you

Rating:

5.0

Thank you so much for your service

Rating:

4.0

The lights in the hallways would turn off automatically leaving me in my storage unit in the dark many times when I was organizing. I had boxes fall on me because of this.. not safe no lights in unit

Rating:

5.0

Great staff!

Rating:

5.0

Clean, fast, kind service, good access.

Rating:

5.0

N/A

Rating:

5.0

Excellent,early coming,professional moving.

Rating:

5.0

Great customer service. Thank you for your help.

Rating:

3.0

Employee Fernando Ornelas was great. The other times i visited, it felt like i was at an army boot camp. Loosen up customer service staff!

Rating:

5.0

Everyone was Great

Rating:

5.0

very good experience thanks

Rating:

5.0

Great storage, can be reserved ahead of the time which is recommended. Otherwise, the storage room may be on the second floor and far away from the entrance door. The staff was helpful.

Rating:

5.0

Very Helpful

Rating:

3.0

Yes I was wondering if there is any kind of a price break for having the storage beneath the stairwell as to you only get half of the space although I was informed this did not realize space

Rating:

1.0

No elevator to transport heavy furniture to the second level. Very inconvenient. Forces you to rent a much more expensive lower level unit.

Rating:

5.0

Everything went well!

Rating:

5.0

This was the nicest U-Haul I've ever been to! People were helpful and professional. Great communication and service. The bathrooms were clean and the facility was neat and well maintained.

Rating:

4.0

Great customer service