Customer Reviews for U-Haul of Placentia

Rating:

1.0

The U-Haul representative who assisted me put on my trailer hitch without using a corter pin/clamp I left the property drove 3 miles down the road luckily it was fine just very bumpy I assumed because it was an empty trailer, I was wrong! Uhauls rep name is Jennifer Lopez owner of the store Gary calls her JLO Right before I went to load the trailer (prior to leaving to drive out of town 7 hours) I noticed there was no clip or clamp I called the location. Gary asked me to text him a photo I did he verified that his employee had made a mistake and asked that I drive the trailer back to U-Haul (with no clip) to have it resolved or to call roadside assistance. At this point in the day I was already checked out of my hotel and needed to go home but also had to feed my son. So I unhooked the trailer and rebooked my room for another night because as a single mom I can’t have my child in an unknown situation after a full day of cleaning out a hoarder house. Gary had absolutely no care for the situation and completely backed his employee. The next morning after paying $199 to stay in Orange County due to this I called U-Haul roadside assistance about 7am they showed up about 10am (glad I did not do this the night before) All U-Haul offered me was a $75 credit. Very disappointing also because I need to use a trailer again this week now not knowing who I should book through. Gary and your team need to step it up at the Placentia U-Haul off Crowther/Orangethrope

Rating:

4.0

Very happy with the service.

Rating:

5.0

Its allready great

Rating:

2.0

I rent from this location about twice a month and have previously praised its manager and improved staff. Today, however, I waited approximately 10 minutes in the unattended return lane before beginning to disconnect a 12-foot trailer myself. Carlo approached and twice yelled, “If you get hurt, you are liable,” then walked directly past me without offering any help. Only after he had made clear that he had no intention of assisting did I respond with profanity, which I acknowledge was inappropriate. He then refused six requests to identify himself and began recording me. This was a serious failure of service, safety, and professionalism.

Rating:

3.0

At the time I rented, your system was down, and I was told I could return to Amy location in the area I was heading to. Sometime later in the day, I got a text saying my return location had been assigned. When I tried to change it, I got a serious runaround, left on hold for almost a half hour, then I was told they couldn’t help me and had to transfer me to a different line that had another wait estimated at 30-40 min. I attempted to return it to a different location closer to me, hoping they could sort it out, but they said they don’t handle trailers, only trucks, so I couldn’t return it there. It was Kate and I had nowhere to put the trailer overnight, so I drove out of my way to return it to the assigned location after hours (which I was surprised to learn I had a U-Haul account that allowed me to do that),

Rating:

3.0

Anna, who delivered and picked up our containers at the destination was wonderful she went above and beyond what was expected. My only compliant was when I was quoted a price they told me I didn't have to pay for the 4th container if I didn't need it. The cost was approx $900 When I didn't use the 4th container they only gave me a credit of approx $500 they said it was priced on supply and demand This should have been explained when I ordered I would have only order 3 as I didn't think I needed 4. It is for this reason I would not recommend U Box it was deceiving the way it was explained Just another way to get more money from the customer

Rating:

1.0

I am writing to formally express my extreme dissatisfaction with my recent rental experience. What should have been a simple van rental turned into an unnecessary and frustrating ordeal due entirely to U-Haul’s repeated errors and lack of communication. On July 18, 2026, I reserved a cargo van at your Lake Forest, CA location for pickup on July 25, 2026. Without my knowledge or consent, my reservation was moved on July 23 to San Juan Capistrano, a location that was completely out of the way of where I needed to be. At no point did I authorize this change. I then had to spend my own time calling customer service to explain the situation and have the reservation moved again, this time to Placentia. I believed the matter had finally been resolved. Unfortunately, it had not. When I logged into my account the following day, I discovered that I now had two active reservations—one in San Juan Capistrano and one in Placentia. Once again, I had to contact U-Haul to correct an error that should never have occurred. During that call, I also noticed that my moving supplies (including my mattress cover and TV cover) were still assigned to the original Lake Forest location rather than where the truck had been moved. Yet again, I had to ask that those items be transferred to Placentia. By this point, I had spent an unreasonable amount of time fixing mistakes that were made by U-Haul, not by me. When I arrived at the Placentia location on July 25, your computer system was down, creating yet another delay. Once I finally received the vehicle, the representative provided virtually no explanation regarding the rental terms. There was no discussion of the fuel policy, no mention that I was responsible for returning the vehicle with the same fuel level, and nothing to indicate that I would be charged separately for fuel in addition to mileage. Your advertising prominently states ”$19.95 (or $19.99) plus mileage.” At no point during the reservation process or vehicle pickup was it made clear that I could also be charged for fuel if the vehicle was returned below its starting level. Because mileage is already charged separately, it was entirely reasonable to believe that fuel costs were incorporated into that pricing model. Had your employee simply taken a few moments to explain the fuel policy, this entire situation could have been avoided. Instead, after enduring multiple unauthorized reservation changes, duplicate reservations, incorrect pickup locations for my moving supplies, and delays due to your system outage, I was then surprised with an additional $29 fuel charge that could have easily been prevented through basic customer communication. This experience fell far below the level of service I expected from U-Haul. I should not have had to repeatedly correct reservation errors, nor should I be financially penalized because your staff failed to explain an important rental policy.

Rating:

5.0

Fast drop off with pleasant greetings.

Rating:

2.0

When I came before the store opened, I used the mobile check in. My reservation would not load, so I was informed by the app to call customer service. This took about 15 minutes. Then as I moved through the steps, I had to locate the vehicle. The vehicle I was assigned was blocked in. Also, there was no lock so I was able to access the back however, there were no keys and no furniture dolly that I ordered in the truck. I had to find a worker in the back area to assist me. He was very helpful. He brought out the key and the dolly. I also asked him to move the Uhaul blocking the truck I was assigned. He did. However, I am very upset at how this process was not seamless and it took about 30 minutes. I was very disappointed with the self check in and the process of getting the truck.

Rating:

3.0

I found it weird the teller was entering in my card information on his personal phone. Other than that he was very helpful and knowledgeable when I had questions. Also the U-Haul website and app were both very slow; It took me 25 minutes to try to upload the pictures of the truck before leaving and it still never uploaded. I was not the only person there having this issue, it was very frustrating.

Rating:

3.0

When I got there they said after checking in to go outside and match the key with the truck but it was parked behind a lot of other trucks so I had to go back inside and then the guy had to just give me a key to another truck since he couldn't even get that truck out but when I went to use the app to do the pictures that wouldn't work because It didn't match the original key given to me to begin with so the guy had to come back and just said take pictures with my phone and he will switch it on the contract. The back and forth was so stressful, I thought the trucks would be ready upon arrival not me have to go and hunt down my truck. I was already frustrated because uhaul switched my reservation location to a spot that was even far away from where I live therefore had to pay extra miles to take the truck back the day before I was to pick up the truck and said maneger would call me but of course no one ever did!!

Rating:

5.0

こちらが自然でレビューにも使いやすい英語です。 The biggest concern I had about moving from California to Georgia was choosing a moving company. The prices were so high that I decided to pack everything myself to keep the costs down. Looking back, choosing U-Box was absolutely the right decision. Starting about a week before my move, I was able to pack my belongings at my own pace and load them into the U-Box little by little, which made the whole process much less stressful. Although it took some time for my belongings to arrive in Georgia, I was amazed when I opened the U-Box. Not a single item was damaged, and everything arrived exactly as I had packed it. The customer service was excellent, and everything was handled on schedule. I would highly recommend U-Box to anyone planning a small move. I was truly impressed with the entire experience. Thank you so much for making my move such a smooth and stress-free one!

Rating:

2.0

Have more people working on a Saturday only two people working and I had to wait 20+ minutes to check in a return vehicle and the worker said it would be another 15 minutes for a paper copy of the receipt for the return

Rating:

3.0

No one was in the office. I waited 10-15 minutes before anyone came in and when they did, it was like I was invisible or maybe they were zombies, Idk. I guess that's why your questions are specific to the location and equipment and not to customer service. Kuddos to the cleaning crew, though!

Rating:

5.0

Friendly, helpful staff. Well maintained trucks. I use them 3 or 4 times a year.

Rating:

5.0

Personal was very polite transaction was a breeze and the return was as smooth… nice job guys and gals.. I will be back soon for another rental..

Rating:

5.0

Excellent service

Rating:

1.0

An internal glitch in the system made me have to waste my own time and money to go pick up the PODS on my own. I was not able to receive a discount for the inconvenience this caused me with this whole process.

Rating:

5.0

Everyone was nice and knowledgeable Recommend this location to anyone

Rating:

3.0

I did not interact with anyone here so I don’t have an opinion of the location other than the exterior was well maintained and clean, looked professional and organized.

Rating:

5.0

We ended up needing a 4th moving box, but they were able to add it to our order on the same day the boxes were delivered so it was no issue

Rating:

5.0

Some ceramic plates are broken

Rating:

1.0

Staff was rude on return.

Rating:

5.0

Excellent service by entire staff

Rating:

5.0

The whole experience was great! This was my first time with U-Box. Thank you for hiring some way cool chicks that know how to handle heavy equipment on both sides of the State.

Rating:

1.0

I am very upset about the money I wasted trying to collect my shipment after we arrived in Chicago. Nobody at any time clearly stated to us that we needed to schedule our U-Box access 24 hours in advance, and we arrived with our U-Haul rental truck only to be turned away and forced to rent a truck and come back the next day. I had already spent $33 for an Uber to the pick-up location, $51 to add gas to the nearly empty tank in the truck, and $65 in rental fees before finding out I couldn't even move my stuff that day! Even if no one told me that I needed to schedule access to my U-Box, this whole situation would have been avoided if my moving truck was reserved for me at the location I requested. Instead, I received a call an hour before my reservation time informing me there was no truck at Brighton Park and I had to go to another location, which turned out to be an unstaffed office at a gas station near Midway Airport. There was nobody there to tell me I was wasting my money. When we arrived at the facility in Brighton Park, there were several trucks sitting in the parking lot. I'm sure they were all reserved by other people, but why did I have to be the one inconvenienced that day? Then, after arriving the following day to pick up our stuff, the U-Box wasn't ready at 9am. The employee who asked us to wait "5 minutes" disappeared for 30 minutes, and I had to track her down. She was just chatting with a coworker. It wasn't until 9:45 that she brought out what was supposed to be our U-Box, but it wasn't even the right one! It was for another customer with the same last name. She said I wasn't even on her list. It was an an exhausting and infuriating experience on an already stressful day. If I am not at the very least refunded the rental fee for truck reservation #75298566, I would never use U-Haul again.

Rating:

5.0

Every aspect of the U-Haul rental experience went flawlessly. Great customer service, friendly and helpful 100% recommended!

Rating:

4.0

1. It was confusing as whether or not I needed to upload pictures after already telling the person on the phone where to place the box. Seems redundant. 2. The requirement to fold the furniture pads or incur a fee is ludicrous. Left a very bad taste in my mouth and question whether to ever use UHaul again

Rating:

5.0

Good service, it was my first time and helped me giving me more option in person than online. Thank you.

Rating:

4.0

Surprise lock was terrifying yet team here got the call and provided the solution

Rating:

5.0

Everyone was friendly courteous and took care of me in a timely manner.I appreciate that thank you.

Rating:

5.0

Good service. I like the overnight drop service. Cargo trailer was in great condition with new tires. Shootout to the attendant that helped me at check in- very efficient.

Rating:

4.0

Everyone I dealt with at this location was courteous, professional, and friendly.

Rating:

5.0

Very easy process to drop off equipment!

Rating:

5.0

Great location, the employees were very helpful and provided everything I needed to complete my rental. Also when I returned the vehicle, very easy system for clients like myself. I would come back here every time I need a rental and will definitely tell others about U-Haul Placentia.

Rating:

4.0

Just long wait to pick up reserved car hauler.

Rating:

1.0

Only 2 people opening in the morning. There was a long line, I had made a reservation and the app said I could show the key number to the rep and I was told I needed to be in line still. I go to return the uhaul and the uhaul is blocked off no customer service reps answer. It’s late I don’t have the time or energy after moving to wait around so I take it to the next available uhaul with space and then I see I’m charged another $500 on top of what i paid for for the uhaul itself

Rating:

4.0

Good points- GREAAT location, Staff Friendly, Available Reserved trucks, Prices good. NOT so good points- Had to wait 30 min in line, Accessive product stands near counter, Worst problem whats the point of completing 'ONLINE' reservation since the agent has to do again!?? Comment with the price of GAS offer discount on per mileage charge! Thats all, thank you for listening.

Rating:

3.0

Didn’t offer mobile pickup even though the app allowed me to set up a pickup time well before the store opening. Had to wait an hour + to be attended to. It would have been nice to know beforehand that this site doesn’t offer mobile pickup. Everything else was fine.

Rating:

5.0

Super rápido y super económico

Rating:

2.0

I did not appreciate the customer service in California. Manager there was awful. The drivers were good that delivered the pods. The pods were not always in good shape, which was a disappointment. The fact that you quoted that outside of the pods or boxes made it impossible for me to put the items that I wished in there so I had to get a third box. I was not happy about that plus I wasn’t told of the extra cost in Tennessee to have Noce sent to my address. Not happy there was never a grand total or statement. Prices continue to change daily. Not happy lack of communication

Rating:

1.0

they lie to you about the price they give you online when you return the equipment it’s a higher price

Rating:

1.0

Terrible terrible terrible customer service. And so unorganized.

Rating:

5.0

I was in and out very quickly when picking up and dropping off the rented trailer. They were very efficient and made the experience excellent!

Rating:

5.0

Gary urrelo general manager was very helpful !! He noticed many violations

Rating:

5.0

Best experience Fast friendly and kind

Rating:

2.0

1st off I rented a truck and was called by a customer service rep the day before the rental and told that they didn't have the truck I wanted, so he found me a van at this location. which is 2 miles in the opposite direction that I needed to go. I picked up the van Friday morning, checked in and got the keys. I was told the van was at the front and I could drive it off. I went out and it was wedged in between 2 other vans. I went back in and told the rep, he said he would be right out. I loaded my gear in the van and a 5 minutes later he came out and said "Did you load your stuff in the van already" I said yes. He said I have keys for this van, which was right behind the van I rented. Okay, fine I have the keys and now have to transfer all my gear to this new van which took another 5 minutes. I am now ready to go and a forklift is now parked behind me with the driver taking off the gas cylinder. He says did you need to get out. I said yes. So, he says okay let me move, then another guy comes out and they start filling the gas and said it would be a few minutes. So now another 5 minutes later I am finally able to leave and ended up being 15 minutes late for my appointment. Very Disappointed!

Rating:

5.0

I have arrived here at the end of a 2 1/2 day trip across country, after spending hours, unloading my truck and trailer. These gentlemen made sure I was quickly taken care of. They were very friendly as well.

Rating:

5.0

Excellent service provided by all associates

Rating:

5.0

Everything is user friendly but I did have a bit of a time until I went inside

Rating:

1.0

Very uncomfortable Customer Service .. also I was ridiculously overcharged for miles. I didn’t even use. Iam hoping they realize there mistake and MAKE IT RIGHT

Rating:

5.0

This was actually a complex endeavor to first move from a house to storage and then from storage to a new location. The employees I worked with were competent, courteous, and fast. I will definitely be recommending this location to my friends.

Rating:

5.0

Very nice custumer service

Rating:

5.0

Not much. A large and spacious yard makes it easy to park and maneuver. Other locations really tie up vehicles given how small they are or given their proximity to freeway entrances or major signals.

Rating:

1.0

The customer service in California was absolutely horrible. I can't remember the employee's name, but she should be fired. She acted as though I was here to serve her. The worst customer service rep I have EVER dealt with. However, the customer service in Arkansas was completely the opposite. Very polite and very accommodating. The driver's in both locations were very good tho. Transportation was okay. Only one broken glass frame (kind of expensive to replace); but it did not appear the boxes were thrown around too much in transit. But that California customer service rep should quit her job if she hates it so much.

Rating:

3.0

PUTTING no because I still haven't been able to access boxes. THE OFFICE staff answering phones, either didn't answer and let phone ring until it hung up or answered with an attitude. None of the quotes I got were accurate and more amount kept getting added to the price with no warning.

Rating:

1.0

Storage Facility Review does not match my review with U Haul. I rented a ubox for my move from NC to CA.