Customer Reviews for U-Haul of City Heights

Rating:

2.0

I was charged with the amount of gas, which I told them I will pay for it. I didn’t have time due to the fact that I had surgery on both hands he stated don’t worry I won’t charge you for the gas. I said I can pay for it right now. I said no I’ll prorate that check the truck he did and stated have a good day. That was it until I relies my bank account been charged $25.72 more than an average which he stated it would be $22 if I had to pay, etc.

Rating:

5.0

Great customer service

Rating:

5.0

They guys there are the best

Rating:

1.0

Employees were not knowledgeable about the process of getting the job done and wasn’t serious enough and respectful enough to the customer. They felt like everything was a joke to them. I was not pleased with the service they provided.

Rating:

3.0

The digital check in experience was awful.

Rating:

1.0

The app version is horrible. It does not work. Customer service at any location in the last 10 years is the same as always, horrible. Nobody wants to be there. This is a service that is required for people to use and the company knows that so they act however, they want because people have no other choice.

Rating:

5.0

Nothing. Seamless from start to finish

Rating:

5.0

The truck i rented was missing antenna so I couldn't listen to radio plus inside windshield was not clean and passenger side floor mat. was not properly cleaned some kind of sticky stuff on floor mat and dash controls

Rating:

3.0

Hello U Haul Customer Support, I’m writing to file a formal complaint and request a significant reimbursement regarding my first U Haul rental experience under Reservation/Order #13848076. Reservation details • Reservation/Order #: 13848076 • Original pick up location: Postal Annex Bonita Chula Vista, 750 Otay Lakes Rd, Chula Vista, CA 91910 • Scheduled pick up: Friday, January 9, 2026 at 5:00 PM • Truck: 10’ Truck • Drop off location: U Haul of City Heights, 4311 El Cajon Blvd, San Diego, CA 92105 • Drop off date: Saturday, January 10, 2026 What happened 1. Last minute pick up change after I already arrived I intentionally reserved a truck at the Otay Lakes Rd location because it was convenient and I knew I would be driving a box truck. I paid for an Uber to arrive on time and I had three people waiting at my loading site with limited availability. When I arrived at the original location, I was told the truck was having mechanical issues and that I had to go to a different location across Chula Vista. I received the “order updated” notice only as I was walking in the door after already paying for transportation. This lack of notice caused unnecessary delay and made the entire moving process significantly more stressful. The update directed me to: U Haul Moving & Storage of Chula Vista, 99 N 4th Ave, Chula Vista, CA 91910 (guaranteed for 5:30 PM). 2. Added out of pocket transportation costs and delays Because of the sudden location change, I had to pay for additional transportation to the alternate site. This cost me extra money and time and created avoidable delays while my helpers waited. 3. Poor customer service at the new location One employee was kind and professional, and another younger employee was willing to assist. However, a third employee (wearing glasses) took over without greeting or acknowledging me, then started helping another customer while I was standing at the counter in the middle of my transaction, despite other stations being available and another employee offering to assist. When I asked why my transaction was being paused and why I was being skipped, he told me to “RELAX” and said the other person “has been here before me.” He continued answering questions in short, dismissive ways. This was unprofessional and made an already frustrating situation worse. 4. Billing confusion and equipment issues I reserved the $19.99 rate plus mileage. During checkout, I was quoted around $170 without a clear explanation or itemized breakdown. I also requested moving blankets and a utility dolly, but I was given a different light duty dolly and told the utility dollies were out. I’m concerned I may have been charged for equipment I did not receive, and I was not properly informed about pricing. Requested resolution Given the failures on the service side (truck unavailable at my confirmed location with minimal notice, added transportation costs, delays, poor customer service, and billing/equipment issues), I am requesting a significant reimbursement for the overall rental experience—not just the added Uber cost. Specifically, I am requesting: 1. A full refund (or near full refund) of the rental charges and fees associated with this reservation (including equipment charges and any other service fees), due to the overall service failure. 2. A complete itemized receipt explaining all charges (including why the total increased to around $170). 3. Review and refund of any equipment charges for items that were unavailable or substituted (utility dolly vs light duty dolly, and any blankets issues). Regards, Miguel Gamiño

Rating:

1.0

Clean out the vehicle. Make sure the vehicle is serviced. Don’t make me check in through an app. What if I didnt have a smart phone? Your employees said the only possible way I could get my truck was through the app even though I reserved online and checked in prior to arriving online.

Rating:

5.0

Everything is fine

Rating:

2.0

We were 68 MI over. When they calculated where we were going they only calculated from pickup location directly to drop off location. They did not factor in picking up material from Storage or bringing vehicle back. Seems like just a better way to overcharge. Very disappointed. We use their service the day before that and drove a regular van for the few items. One Way drop off was only a 10 ft box truck option.

Rating:

5.0

Excellent service!

Rating:

3.0

I was charged an additional fee without being notified, I drove through horrible climate weather almost crashed and they were concerned about the equipment and not the customer.

Rating:

4.0

Make sure vehicles are clean and tires are all filled. It was a very big inconvenience to have to put air in the tire and to pick up a truck with a quarter tank of gas even though I could put more gas in there. I was pushing for a time.

Rating:

5.0

This location was great, very easy to get into. But what made this location stand out was the service. Both the attendants were extremely nice & helpful.

Rating:

1.0

Made a reservation for an open 5X8. They didn’t have it which makes no sense. How can I reserve a trailer that isn’t there? They gave me a different trailer that luckily worked somewhat. Rep had a shitty attitude. Trailer was a POS that had the door jammed up into the top and dents all over it. Asked the rep to help and he had a bad attitude about it. Never going to this location again. Worst uhaul experience I’ve ever had.

Rating:

3.0

The windshield on the truck I rented was so dirty on the inside that I could barely see out of it.

Rating:

3.0

The only thing I did not like was I had to input all my info and to all the preliminary work. That needs to be said u front so no one gets surprised when they come to rent a vehicle

Rating:

1.0

Why do I have to download an app to drive the car? Stupid. The agent on the phone was extremely rude and unhelpful.

Rating:

4.0

N/A

Rating:

5.0

Was a very good experience. Thank you for letting me use your equipment n

Rating:

4.0

Fuel level was returned at the same level as it was checked out yet I was inappropriately charged a fuel service fee and 6 gallons of fuel for a total trip that was only 8miles. I filled the truck with 1 gallon of fuel assuming that this was sufficient enough to cover the mileage driven. I don't see how 6 gallons was filled to accommodate 8 total miles driven. This would equate to 1.3miles a gallon...and doesn't even account for the 1 gallon I already put in the truck. This is completely unacceptable and request reimbursement for these charges.

Rating:

5.0

Staff was friendly

Rating:

5.0

Excellent customer service.

Rating:

5.0

Guys were great. All set.

Rating:

3.0

I had questions and concerns regarding the gas for the U-Haul I rented, not helpful.

Rating:

5.0

Give a refund for equipment that was paid for, but not provided

Rating:

5.0

Great customer service

Rating:

5.0

Great customer service!

Rating:

5.0

Nothing to improve. It does the job

Rating:

1.0

I understand people have their days but no one was incredibly helpful. I reserved my truck in advanced, I had a couple questions prior to check in, and they were not clearly answered. I had never rented quite a large truck before as I was picking up a multitude of large furniture pieces. While moving I needed extra time and decided to extend. Before returning I went to 3 different gas stations and they were unable to serve me. Perhaps it was the clearance but in order to return on time I skipped the gas. I was not clearly explained the gas charges. I used an 1/8 tank during my trip. After arriving back with the truck I asked if there was a gas station to fill that they recommended but I was ignored and swiftly moved along. I was willing to go gas it and return but no one was helping me. I’m just having a hard time understanding the fuel charge of 54 dollars. At 8 dollars a gallon why would I have to pay for almost 7 gallons of gas when all I used was an 1/8 of the tank? And a service fee of 30 dollars when I offered to take it somewhere which no employee directed me to help. Maybe it was a bad day but this seems wrong

Rating:

3.0

The equipment was falling apart. You should not send equipment out like this. Seat torn, sun shade on drivers side broken, one tie down rail in storage area broken.

Rating:

3.0

It was after hours (7:20 pm) and I was not sure where to drop the trailer.

Rating:

5.0

To make sure that the truck is clean I would have to wash it but at the age of 76 I didn’t feel up to it

Rating:

1.0

Bad experience! The new app is not working as expected and staff did not know what to do nor willing to help. Wrong milage and fuel in the app. No one could change it. It took me approximately 1 hour to check out after calling their boss multiple times. Truck was dirty outside.

Rating:

2.0

The rental truck was unfit for rental to anyone.I did talk to the manager about the problem, which was the brake light was on which means the brakes were bad and the check engine light was on, this is unacceptable. I feel the staff needs to be retrained on how to maintain rental equipment and how to maintain trucks to the highest safety level.The level the truck was unacceptable.

Rating:

1.0

I reserved a u-haul for a different location and it wasn’t there. So, had to call to find another truck of the same size and then drive to city heights, and got charged more. I will try to never use uhaul again.

Rating:

5.0

My buenos service

Rating:

5.0

Was very quick and efficient dropping off the equipment

Rating:

4.0

The only issue I had is when I turned on the heater/defrost the truck started stinking and wouldn't go away

Rating:

5.0

Jose is the man at this location He got me dialed in and in my way, made check in when returning very simple

Rating:

5.0

I didn't catch his name, but the representative working the opening shift on 10/09-10/10 was so kind! Very efficient and knows what he's doing. Thanks for all the help!!!

Rating:

5.0

Nothing

Rating:

5.0

Thank you for amazing convient se

Rating:

5.0

None

Rating:

3.0

The car was to much dirty and unsafe. The car was pulling lefts it was really bad car I have ever used

Rating:

3.0

Add more customer parking. I saw only 2 spaces.

Rating:

3.0

Location was nice but the truck I rented had ants in there and got into our food and not only our food but crawled over me and my wife and the truck was dirty on the inside and to me that’s very unsanitary I’ve never had this issue before with U-Haul and I’d hope not to in the future but I’d like to speak with someone about this I can be reached at 8589671511 I have pics of the insects as well

Rating:

5.0

Thanks

Rating:

5.0

Staff were friendly, attentive, and helpful!

Rating:

4.0

Friendlier customer service, it wasn't bad, but it could have been better.

Rating:

5.0

Customer service was very good

Rating:

5.0

The person that helped me was very kind and polite

Rating:

5.0

Friendly staff. Easy and quick

Rating:

5.0

Explai the app approval process better

Rating:

3.0

Better costumer service Availability of trucks pickup and cargo Car had check engine light on

Rating:

4.0

I just wish they had parking

Rating:

5.0

I was fully pleased with my renting experience

Rating:

5.0

Both side mirrors are not working properly it’s very difficult to see

Rating:

4.0

It is so good to have a U haul nearby in the heart of the community. It is not as large as some like Massachusetts location, however it is handy and accessible to the public, always availability. Staff carry out business in a speedy professional manner. So nice to conduct business in person where personalized assis

Rating:

3.0

The vehicle itself is not good quality. It took a long time to be able to get the car. Return was easy

Rating:

5.0

Not a thing Excellent experience

Rating:

4.0

Customer service was great. Jose was kind and patient. I had a great experience and I will tell others about this location😊

Rating:

4.0

Keep the good work

Rating:

5.0

Que si uno entrega el tanque lleno rembolsel el dinero porq no nospagan lagasolina de Maq uno pone para usar sus trokes y checar Max cuando uno antes de sacar el beyculo de sutienda y ser Max atentos poner cuydado ok grasias

Rating:

5.0

Nothing This was the best experience I have ever had renting a U-Haul Jose the Manager was super helpful and very knowledgeable about what I needed

Rating:

5.0

The app experience is complete garbage it takes way too long!

Rating:

5.0

One spill inside trailer, but otherwise it was in good condition.

Rating:

4.0

Good service and rental was there when expected.

Rating:

3.0

Never again u haul

Rating:

5.0

All and all excellent service and friendly staff.

Rating:

4.0

I was concerned that shipping my antique furniture from Massachusetts to San Diego would end in some damage to my treasures. Everything came home in perfect shape. The staff were attentive and prof

Rating:

2.0

Customer service was awful. The employees were generally rude, and slow to help. I was also charged an extra months rental for a ubox after it was emptied out and my lock was taken off.

Rating:

5.0

For the purposes one uses uhaul business this facility is highly recommended.