Extremely Disappointed with Service – Unprofessional Employee Behavior My recent experience at this U-Haul location was unacceptable and unlike anything I’ve encountered before. Upon arrival, I inquired about a trailer, and an employee blatantly asked another if she “felt like hooking up a trailer.” That employee then falsely claimed there were none available. I sent in my partner, who received the same response. However, I was able to reserve a trailer online moments later. When we returned, the staff laughed upon seeing us, and the same employee who had initially denied availability suddenly acknowledged there was a trailer. Her tone and body language were dismissive, unprofessional, and unwelcoming. She did not follow standard procedures, such as documenting the trailer before hookup, and gave conflicting rental times—first stating a 6-hour limit, then 10—despite my confirmed 24-hour online reservation. Upon return, I found I had been charged for three extra days. This individual clearly lacks customer service skills, appears unwilling to work near closing time, and shows blatant disregard for customers. I’ve rented from U-Haul many times and always valued this location, but this experience felt discriminatory and disrespectful. Employees like this damage your reputation and drive away loyal customers. I strongly urge U-Haul to take immediate action to address this behavior. No one should be treated this way.
EDWARD BCustomer Reviews for U-Haul of Merced
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.
Very friendly staff they did everything right
JON HN/A
GILBERT CEverything went smoothly and good . I don’t know of any improvement. The truck was ready when we got there
CALVIN MFirst time ever using U-HAUL and didn’t quite know how it worked but was following instructions. Arrived at my destination to start loading furniture which was almost 30 minutes away from the U-HAUL location. Come to find out that the lock on the back door required a key which was not given to me at the time of pick up nor mentioned. Proceeded to give U-HAUL a call and was told that there was no I could get the key unless I drove all the way back to the branch to pick up the key that I was supposed to have in the first place. I was told that even though I was 30 minutes away, I had to drive back. There was no other option. So of course I had to drive all the way back to the U-HAUL location to get the key because I needed to move. Walked in to the office and was handed a key. The staff did not apologize or offer any kind of help/customer service.
Taylor DThe location is bad. The morning before I got the truck someone took the gas out. They put enough in to get me down the road to add gas. I put $30 and the gage didn’t move at all. I used it for 8 miles total.
CRYSTAL WGreat service and help getting things all dialed in. I’ll be back
Spencer BThe general manager, Erick at this location was above and beyond, amazing. with tender authority, he was extremely kind and sympathetic to the stressful day. Im so grateful for his customer care, thank you so much!! i will definitely beat back if there is any uhaul need and absolutely will recommend, So blessed.
Christina CMy rental was a cargo trailer. It was clean. The Owner as I noticed by her name badge was extremely nice, down to earth and all over it. She was awesome! Thank you!
LENA MCustomer service was excellent!
SEAMON VShe did excellent
GUSTAVO MTruck cab was dirty. Windows were very dirty.
MATTHEW PI don't know. My experience was about as good as it gets.
JAMES DThis location Smelled like Musty arm pits, corn chips and stale cigarette smoke. The guy that helped me grabbed a bag of hot takis and started eating them right in front of me smh. The system on their phones took about 15 minutes to accept my payment. I don’t recommend this place could do way better. Dirty Dusted and smells really bad
JOYCE YWas told I would be reimbursed for miles I didn't use but when I dropped off the vehicle they told me there was no reimbursement. So I didn't get any money back for the miles I didn't use. I feel like I was ripped off.
BRENDA Mall went as it should. thanks
Timothy DClean the bed of the U haul and regular maintenance checks on vans
DOMINIQUE BFirst time using a u-haul and it was super easy and straighforward. Caitlyn was also super helpful
MARIA DEverything was perfect. I reserved it early in the week with the manager Eric, and I went to pick it up and they had it ready for me and the young lady that hooked it up was very professional courteous did a great job. Can’t say enough about this, Uhaul!
JOHN BKeep that young lady on your staff,she was very, very knowledgeable about her job Thank You
ALBERT TGreat service from general manager and other employees!! No complaints . It’s just a busy place so BE PATIENT WITH EMOLOYEES.!👍🏻
CHRISTOPHER ACheck under the seats, there was trash from previous renters. Inform renter about if moving blanket and dolly was
DAVID SThis location was great, however the original location I received was one of the worse location ever. Never doing a 3rd party rental through the app again.
Richard CRented from here a dozen times this time was the best customer service I have had thank you
BRANDEN AWasn’t explained to me about after hours drop off
DEBRA MVery good service always have what I need
PEDRO GThe gentleman who helped me with a difficult situation and put me at ease. Extremely nice will always do my uhaul business with this location when I can
VIKI LVery professional
MARGARITA GU-Haul trucks windshield wipers weren’t working properly, it was raining and the wipers didn’t clear off the rain. The button to turn on the headlights was broken and pushed into the console that holds it. The truck also just ended up shutting off and not wanting to turn on after just being parked for a few hours
ALEXAS LEasy in and out. Good folks, friendly and professional.
RANDOLPH LThe rear rt hand headlight was not working when I picked the trailer, which I reserved three days in advance. I needed the trailer so I took in that condition. This should not happen. Ever.
Anthony GSales clerk refused to help load on dolly. Dirty inside truck. Rude sales clerk.
WALTER JThe staff was helpful and dedicated and courteous.
RODNEY NU haul made moving as easy as could be. The staff, the rental and the return. A great experience!
GABRIEL RThe ONLY complaint I have is that when I dropped it off, it took longer than expected. Everything else was great. The service, the availability of equipment and the cleanliness of the store were all great. Great experience. The reason I gave a below average for location is that the location is in a bad part of town
JAMES QThe customer service representative was very nice, friendly, and professional.
LISA SGood costumer service
CARLOS MEverything went just fine! Like clockwork.
KEVIN Vi for got her name but she rocks !!!! 100% recommended
LUIS LKaylee (or Katelynn) helped me in store. She was very efficient , friendly and made my stressful moving situation a bit more tolerable. Kudos to you - your positive attitude made a huge difference for me. A+ customer service!
TOSHAY TNot much the girl that helped me was very helpful and friendly
Adam MService was excellent as always!
Jeffrey Apersonnel good to work with, van had low tire pressure upon starting. tires bad. van was clean
SYLVIA Vdoing Great 😊
MARIA AGreat service
JINRONG CNothing to suggest, great experience, Thank you!
MARK KGood
LUISITO CThe staff was friendly, extremely informative and I was able to get all of my questions answered.
KIMBERLY GThank you to the employee that helped me when I had a problem with the truck I rented :)
SARA HI want to thank this location for educating me on how this trailer should have been properly hooked up.
LOUIE OGreat customer service
Domingo JExcellent customer service and the manager Erik went above and beyond I appreciated everything he did in a time of need! Thank you so much !
Ylonda V | Overall ExperienceStaff was friendly and very helpful. They went above and beyond to help make sure everything was smooth. They did what they can to help whatever situation that arose.
Nou Y | First ImpressionsCustomer service at the Merced location was very excellent. Only had storage there for 4 weeks and went there 3 times;everytime each employee was very helpful and friendly.
Merry T | Overall ExperienceThe owner at the uhaul in Merced ca was great! Very friendly and did not rush each order. He was by himself.
Merry T | First ImpressionsN/A
Donna E | Overall ExperienceVery impressed with everyone there, very polite and extremely helpful
Chris N | Overall ExperienceWonderful staff and service.
lisa c | Overall ExperienceBathroom was dirty and OOO one visit. I actually plunged the toilet once, gross. Other issue is was promised a $5 charge for box storage and was then charged $80. Need to follow your word.
Crystal B | Overall Experience