Have the keys ready when doing the online pickup. I was there at 8 AM when I scheduled the truck; I then called and was notified I had to wait until 9 AM when the location opened. This cost me extra money due to the movers being paid for 8:30, which cost me more; even with the $50 guarantee returned to me, it was not enough to make up the difference. The truck's gas line was also not correct, as I was told. It was said to be at 3/8 but clearly was much lower.
Christopher MCustomer Reviews for U-Haul of Fresno
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 General manager was outstanding, and very patient with all his costumers... But, many of the issues that he dealt with was caused by the app, and it's inefficient service.,.it made vehicle pick-up tedious... but the Head Manager made sure everything ran smoothly as possible!!
Carlos ACustomer service was far below par. The truck was not well maintained.
Kathryn Ggood customer service and quick process
Michael MNothing everything was prefect
Carl QI can’t believe how helpful the staff is and coordination with 800 Corporate as well…
richard bNice people
ADAM FI am extremely disappointed with my recent U-Haul rental experience. I rented a 10' truck for a short in-town move, and due to a misunderstanding about the fuel requirement, I accidentally filled the truck’s fuel tank completely even though my actual usage was expected to be minimal. After realizing my mistake, I immediately contacted U-Haul to explain the situation and requested assistance, whether through a partial credit, refund consideration, or any form of goodwill accommodation. Unfortunately, I was informed that no support or compensation could be provided. I understand that customers are responsible for the fuel they purchase; however, I was disappointed by the lack of flexibility and customer-focused support in handling an honest mistake. The excess fuel remains in the rental vehicle and ultimately benefits U-Haul and the next customer, yet there was no effort made to find a reasonable resolution. What concerns me most is not only the financial impact, but the overall customer experience. I expected U-Haul to recognize the situation and provide some level of assistance, especially given that this was not intentional misuse or negligence. I hope U-Haul reviews this experience and considers providing better guidance regarding fuel expectations and more customer-friendly solutions for situations like this. I would appreciate if a representative could review my case and consider whether any goodwill credit or compensation can be provided.
Muhilan MMore employees working the counter
CAROLIND AThe staff were are super friendly and helpful. They made the difference
Michael CI was going on a road trip and I was left with tires that didn't make the trip
Eric TFix the check engine light that read "check gas cap". All else was great.
james tVan had 22 miles until empty very rude and unprofessional for me
Adolfo MThe truck inside was clean, but the truck itself ran really rough. I thought the truck would break down at some point. The UHAUL location in Fresno needs cleaning... there is trash in the parking lot, the place looks dirty.
LINDA AN/A
David AMake sure customers get a revised contract when things change at the time it changes.
Darla BThe only thing is you need a larger lot for your store!
Rodney BPure chaos inside at the counter. Not sure the value of a reservation when you have to wait 37 minutes to reach the cashier and secure keys. One person isn't adequate staffing.
Robert VAll went well. Veronica did an excellent job in spite of the many customers she was dealing with . Thank you for being there for me.
Thomas SNo improvement needed. Satisfied with service.
jessica wThe staff at U-Haul weee profu
Val RHire more customer service reps. We shouldn't have to wait in line for over 10 mins.
Keisha Sthey where excellent
SHERONDA TFriendly service
ROBBIN BNothing
ADDI OWe booked and were told we could pick up the truck on Sunday morning at 7:15 AM. We were to do everything through the app. Then Saturday late afternoon we received a phone call from U-Haul saying we absolutely had to come and pick up the truck today because they did not open until 9 AM on Sunday. So we had to drop everything go to U-Haul wait in line pick up the truck and apparently it was a whole new contract. I have to say it was very unorganized and very frustrating. We would not recommend this location.
Denise NExcellent service!
Todd LForce locations to have more than just adequate supply of vehicles and equipment like this location does.
Robert MThe Bad: Mirrors were not adjustable, making them useless. Fuel was supposed to be 1/4 tank, but 'low-gas' light was on at start-up. Interior Engine housing ('doghouse') stuck out the side (out of alignment?) next to the gas pedal, making it difficult to move my foot from gas to brake... kinda important when trying to top! The Good: A/C worked GREAT! In Fresno that is critical. Truck came with two dollies and a lock for the box - saved me from buying a lock. Staff was busy but friendly. But they never asked if I had issues or questions. At 69, I've driven just about everything, from tow trucks and schools buses to cop cars and motorcycles. Zero accidents and only 2 speeding tix. I'd not rent a truck that didn't have usable mirrors - I am responsible for driving (and crashing) and I will NOT accept that again. The fuel situation was irritating but not a safety factor. The engine house WAS a safety factor. It also seems like it would be a good idea to ask, at some point, if a driver has ever driving anything other than a car. THIS IS NOT A CAR! It takes much longer to stop, turns are wider and planning is a MUST. Helping a first-timer might be a good idea. Yes, I know that takes time, there's a limit of employees and time. But if YOU fix it it will get fixed correctly. If you don't fix it, the idiot government will - and they will SCREW it up!!!! U-Haul knows trucks, trucking and moving stuff. The government knows... well, nothing. About anything! These comments are NOT made in anger, but with an attitude of "you can't fix what ya don't know about." Please take it that way. If you want to talk about anger, ask me the story of the idiot that told me I couldn't park my truck in a handicap spot even with my handicap placard... he was a special kind of stupid. But NOT your employee! You want more feedback, have more questions, not clear on something? Contact me via email. I like helping people make things better. Best to you all,
Thom RIt was a busy Sunday, but the staff greeted me when I walked in, and vehicle check in was a breeze.
Juan Ccustomer service was excellent i am fully satisfied will definitely recommend this location. thank you
Beatrice SGreat service, an employees. Lean store an equipment. VERY SATISFIED
patrick bAll was well
ELIZABETH AThere is a reason I rent from this location. Today's outstanding customer service was conformation of amazing customer service..
MARVIN NAlways excellent!!!
Steven SThe process was smooth and simple. The staff was professional and friendly.
terence aDefective truck
Tyler SUtility dolly was not located in the vehicle so had to make do without it. The staff was friendly and removed the charges though and overall was a great experience.
Ravi UThe staff was very engaging and helpful. The locations was clean and well stocked. Our only complaint is We returned the truck with 10 gallons of gas more than we had, we rented with 1/4 tank and returned it with 1/2 tank. We want a refund of the other 10 gallons of gas. We can provide a receipt.
Deborah FI really appreciate the Digital check in. The associate who helped me get the trailer attached to my vehicle was very knowledgeable!
PAUL WHire more employees
sarina aNothing I can think of it was great!
Delmar BWorker was rude
Tiffany CI was having trouble picking up from a different location. When I arrived here, Veronica was super friendly, very professional, and was able to my day a whole lot better.
Eddie GAndrew was very friendly and quick thank u Andrew!!
Angel GGeneral manager was awesome and helpful!
Valentina VCompletely satisfied!
BRENT WHire more people, wait time just to talk with a representative was 45 min after I had already reserved by phone. car hauler ramp would not lock in on one side, had to be leld in place as car was loaded and unloaded.
TOM MThe drop off was quick & efficient. The person who we dropped the truck off with was great & gave good customer service.
John QVery poor customer service, not organized
LEON TNo lady that took the truck back too she can haul she helped me out she her staff was outstanding. She knew what she was doing. She was well trained.
john hPlease provide all keys but roadside was quick and helpful
Edward GI went to pick up my reservation I had for a week They have my reservation to someone else while I was in line for it. So I had to upgrade. Then they didnt check it when I dropped off so the gas got siphoned over night they didnt check in the vehicle till the next day after 11 am. So I was charged a fuel fee that I had to call and dispute
Natalie MFacility to be very well maintained, and the staff was very very pleasant.
James SVehicle had no gas. The visor fell off while driving. The two employees who helped were friendly.
Paul WMore guidance prior to leaving the lot regarding the acceleration and impact it has on the gas levels
Margarita HDuncan was really busy when I got there but stayed composed and assisted the couple before me and when it was my turn he greeted me and made sure I got everything I needed. Excellent service!
Vincent CWe frequently rent. Their staff is always great great customer service and friendly. Thank you
ADAM UThe individuals were friendly but stating that the truck had 3/4 of a tank of gas, and it being on empty...they the mechanic telling me to take a picture of it and it has to be over 1/4 of a tank to get credit is a scam. I was told that people siphon off the gas and that is why that happened. That is a U-Haul problem, not a customer problem.
Daniel SVery easy process for returning the vehicle. Was finished in just a few minutes. Thank you.
Sonja DThe workers were kind and friendly. I waited almost 2 hrs for my reservation due to computer issues. When I finally checked out some of the equipment I ordered was not in stock. Truck itself was clean but not in good condition. Too much wear and tear. Truck was also on empty. Was worried I would run out of gas before I made it to gas station
Patrick VFrom my reservation to pickup and hooking up my dolly and they helped loading the car Duncan did a phenomenal job explaining ho to load and unload my car
mike mVery good
Margie E | Overall Experience