Ensure equipment and reservation are met and equipment is there so there won't be further issues if there's another person and card on file is met so other authorized driver or user will not have to use their credit card cause issues or problems.
MICHAEL HCustomer Reviews for U-Haul of Sunnyvale
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.
Friendly
IVAN KExcellent and helpful location owner.
ANDREI LLee was very quick and helpful
ALEX GThe lady who helped me was very friendly, helpful and would come back just for her customer service. Helped me hook up trailers to my car and made sure it works.
ARIEL OPeople called when I was late, to make sure I was OK. I was, just behind schedule. Location was reasonably well lit. I did after hours dropoff with the mobile app. I have absolutely nothing good to say about the mobile app, other than it exists, and allowed for after hours dropoff. Otherwise the mobile App is a COMPLETE DO-OVER, TOTAL FAIL, actually set a NEW RECORD (TOOK POLE POSITION) in WORST APP I have ever dealt with on any phone, ever. It is terrible. The UI is terrible. It would not fit onto the screen (with hardly any information on the screen) on an Android phone. It was hard to use. Because the "Next" button were off screen (scroll down), except you cannot scroll down (you have hit button to get there). [ There was one reasonable part of the app, the pictures required had reasonable examples of what you wanted, that was clear enough.] But app navigation was AWFUL. And the App would not install on an iPhone 6S (my phone), because iOS 15.89 is below your iOS 16 arbitrary support level. (UHAUL renters have old phones. If we were rich, we would hire movers.) The pictures required, though clear enough in what was desired, were difficult or impossible to take at the drop off location. Other equipment surrounding the return lane made that difficult. (Climbing on trailers to get a shot (I am 6'2", not a shorty) is not really fun or a good idea.) And in the end I was billed an up charge for mileage. App said I drove 400 mi. (Which I did.) My contract initial emailing says I had 466 miles built in. The app seemed to imply I was getting extra mileage charge. (I did get extra time (days) charge, and the extra insurance charge that went with that. I expected that.) If that didn't happen, then I was confused by the onscreen presentation. But was I find is that the confirmation email does NOT give me a final invoice. There is a review (for this survey), but NOT a final tally and breakdown of all accrued charges that I would have expected to get by email, when "all done". So, while I was happy that there was an after hours option, I cannot say that I was in any way pleased by that experience. The app would NOT install on my phone. (I was almost "dead" on that). The app worked horrifically bad on my buddies Android phone. I didn't get a final accounting of my charges or bill. And because I had my buddy delete the app with all my data on "his" phone, (the workaround to your poor phone support), I don't really have a way to verify anything after the fact. (And I forgot, the stupid APP would not give directions to the drop off site. I had to go back to the PAPER contract, get the address, and then use google maps to get to the place.) The app needs serious work. Like throw the existing thing away, and start over. Screens need to fit on a small screen. (His Android actually wasn't even small screen, but my iPhone 6S is.) I shouldn't have to constantly guess about how to select an answer format (which I did), on EVERY question. I should have to hit 5 buttons to get the "NEXT" button onto the screen, so I can get to the next step. Exiting, and relaunching was often necessary. When relaunching, I had to start from the beginning each time. It really was PAINFUL, I was worried the battery might run out before completion, it was CLOSE. Generally, a truly NEGATIVE experience that UHAUL VERY MUCH SO needs to work on and make better. WAY BETTER. People good. Programmers, not so good. Clarity, STILL POOR. I do not have an accounting of the charges, other than what I can remember from what the app said, when it was running (on someone else's phone.)
DAVID OSuper easy drop off. The trailer was removed quickly and I was on my way in under 10 minutes.
KATHLEEN SI know details matter but the new manager at this location needs some more training to make better decisions about customer relations to be able and grow the business for community.
JUAN NVery friendly and helpful woman helped me.
DWAIN TEmployees were very nice
Robert TWhen I was leaving I had to ask them if they un block the exit because they had a van blocking the exit for who now’s what reason, it wasn’t for a customer so okay and returned I had to tell them that I was returning a trailer they standing there like they see come, poor basic customer service and they started messing with my truck connector for who now’s for reason instead disconnecting the trailer. It made feel like they were damaging my truck. How hard is it to see a customer and greet them disconnect the trailer and say bye and then continue talking to coworker. Get the customer out so you can continue doing what you doing. Awful experience will never return to that location.
JOSE SI can’t think of something.. everything was great.: thank you so much guys
NATHAN OStaff was friendly and helpful.
KIMBERLY SJOHNATHAN IS ALWAYS AWESOME WITH CUSTOMER SERVICE. VERY POLITE AND HELPFUL. MET JIMMY WHO WAS ALSO HELPFUL AND QUICK TO ASSIST WITH MY RENTAL RETURN.
CHRISTOPHER BIt was quick and easy to get my trailer and returned
Stuart CTHE SERVICE WAS CURTIOUS AND PROMPT
Mark Cexcellent service and well run shop.
DAVID SAlways such a pleasure to be helped by Jonathan and crew!!!
Yvonne GYou may want to show someone how to read the gas gadgets because I read it wrong and overfilled the tank.
RONELLE CThe actual Sunnyvale location was very nice, employee was helpful and knew what she was doing. However, I will NEVER recommend nor use Uhaul again. This whole thing about being a "request" rather than a "reservation" does not work for me. I thought I had reserved a truck on Tuesday for Saturday 7:30am pickup, but they called Friday night at 5pm to let me know that my pickup time was changed to 10am. Why do you wait until 5pm the night before to let me know? Your customer service tells me that's because I made a "request" but it was not a "reservation". I'll be 9 of 10 people on your website also think they are making a reservation. That has got to change for me to ever go back to Uhaul.
SANDRA EEasy peasy drop off. The Uhaul employee was very helpful and knowledgeable. In and out in minutes. Much appreciated!!
DONALD BI am a frequent renter and Jonathan an Lea are the best! Always so accommodating and helpful!!!
YVONNE GThe online experience was very bad. The location changed and seemed off. I had to call customer service to fix it, which was upsetting.
FLAVIA GGood
ARNVEER SThere was only ONE person working this site and it was woefully understaffed. My assigned U-Haul was unsanitary with a use diaper and other trash left by a previous idiot renter in the truck. Gas level was almost on Empty. Ancient trucks with not even a basic backup camera.
Rohan Sthe girl at the front desk was awesome
GIUSEPPE CThe morning pickup time was understaffed - one person was checking people in AND also helping customers hitch trailers. She provided great service but seemed to be covering too much scope.
KIM TThe gas level was way way off and had to go back and correct . After I just moved the gas level dropped significantly. I refilled 3 gallons for 19 miles total trip.
MOHAMMED NRented a cargo van for a local move for 5 hours, checked in in advance. Got the van with no wait and absolutely zero issues with the van or service. Nick at the front desk made things smooth and simple. Thanks!
Brian YEasy drop off, no wait time.
AMANDA CWe were not told that we had to reserve a dropoff place. As a result I wasted 45 minutes on the phone with U-Haul and had to drive 20 minutes out of my way (40 minutes there and back) to drop it at another location. And the worker at San Luis Obispo mini storage was a jerk about the whole thing.
MARK MGood
ZHAISAN TAll the folks that I interacted with were kind and friendly, and made the experience very enjoyable.
RONALD NI drove one of your newer vans and truly enjoyed the difference. I've driven U-Haul for many occasions and the ride was smooth, vans capacity was larger, and the backup camera really helped a lot. I enjoyed this rental. I would/will recommend a new van to friends/ family.
Jeanna HGood service,
MICHAEL GGood company
JOSE DThe representative was very helpful and punctual
TARA ZYou all did amazing. I felt well taken care of throughout my experience and know I’m a valued customer
CHRISTOPHER WI had an amazing experience. I was really surprised. Funny, friendly, happy, competent people.
CALEN BLeah was fantastic! She was so helpful and wonderful to deal with. Really appreciate her!!
DAVID LNo confirmation or check on my pre-ordered/prepaid items. I assumed the mattress cover I bought would be loaded with the rental equipment as no one mentioned anything besides my equipment would be loaded into the truck. I ended up having to move my mattress without a cover despite paying for it in advance.
AMANDA HPoor service. Money extracting policies. Hated to the core.
SELVAGANESH SThe crew at this location is always great!! Professional, helpful and really nice!!
Yvonne GEasy n hassle free pickup and drop off
MAKSIM AKeep it up good services
PASIVULANGI TIt would have been five stars if anyone will get back to me about my $50 reservation guarantee. They told me I would get one and no refund or response.Don't promise this if there is no intention to fulfill it. Otherwise, this location did a great job. It was my original location I reserved that messed up.
GRACE DI rent frequently and Jonathan and crew are always the best!! Kind, professional and SO helpful!!😁 Thank you Jonathan!!!
Yvonne GThe gas gauge in your vans with leds makes it look like the tank is full while it was only half full. I brought it back full with essential $60 extra gas which you refuse to refund. My rental essentially cost 50% more than it should have. It’s a ripoff even if your contract says it’s right. Never renting again from U-Haul.
Chris DJonathan was very chill and super helpful - went over all the paperwork with me, hooked the trailer up, checked the lights, even showed me how to use the ratchet straps. Thank you, Jonathan! Lea made the return equally easy - thanks to Lea, too!
JOHN PNick was great.
JAMES KAssociate did not have the truck in ordered ready. Line moved slowly and I needed to get going so I agreed to take a smaller truck. Associate did not give me the key for unlocking the golden padlock and I didn’t know I needed that until I got to the moving site, so I had to go back to get it and then return which cost me time and an extra 10 miles. I explained this to the check in associate when I returned the truck and he said I’d see a miles reduction for the trouble, but that was not the case and I received a full bill. Nothing about this experience was good and I would like to get a credit for the extra miles I was forced to drive due to neglect from the store associate.
BEN VCourteous and fast service. Everything was ready for me, in and out 10 minutes. Return was also fast and efficient. Great experience.
GARY JGot an extra charge for no apparent reason.
SARA Lthe trailer tail light wire broke due to old age.
KENT CThe U-Haul team at every level was kind, courteous, professional and very helpful. I would highly recommend…!
GREGORY MThe week before I use this U-Haul I drove 2 1/2 hours just to be told that the truck was broken. Try again this following weekend dropped off the truck a day beforehand and now being charged for an extra day because it was checked in a day later.
TAYLOR YExcellent customer service
JUAN PIt'd be nice if the agent could "clarify" every single charge in detail breakdown, so I don't have to exam myself later and found charges vague with confusion!
SHENG CAwesome customer service! Nick helped me out and made the whole process quick and easy. I will definitely be coming back to this location for my future rentals. Great experience overall. Thank you!
ERIC GWonderful service! My only small problem was being short hard to get in gracefully when one is not tall
MARTHA DThe service letter wrote out the contact for me was very logical and helped me and asked all my questions so there's no surprises sounds good.
ROBERT MI want to thank Lea from the bottom of my heart for being so accommodating and helpful to me. I was in Sunnyvale on business, and suddenly got the call from my wife that we may get evacuated as a wildfire suddenly popped up very close to our neighborhood. The wind was blowing South, but there was still the possibility. I called the U-Haul of Sunnyvale store and told Lea my situtation, and she was just amazing, an angel. She stayed 30 minutes past closing for me and quickly rented me a large moving truck (I didn't care what the cost was), allowed me to park on-site, and I was off to Los Angeles. Thank you Lea for helping us through this time. Even though we didn't "need" the truck in the end, I am still very glad I found you and made this decision. The world needs more people like yourself!
THOMAS SCan’t get much easier-the links to complete details help Truck only had a 1/4 tank of gas - since I don’t know what to expect for fuel economy I filled up & turned it in with 3/4 tank of gas So only improve would be have 1/2 tank at pickup if possible
DANIEL G