Customer Reviews for U-Haul of Sunnyvale

Rating:

5.0

Good rental

Rating:

1.0

I had a reservation to pick up a trailer at 9:00 a.m., but the employee didn't arrive to open the store until nearly 9:30. There were several customers waiting outside with reservations, and no one communicated the delay or apologized. When the employee finally arrived, his customer service was extremely disappointing. He appeared half asleep, kept his head down on the desk while assisting us, and came across as rude and uninterested. There was no acknowledgment of the inconvenience caused by the late opening. The experience only got worse from there. We were told to go find the trailer ourselves, and then we had to locate someone to help connect it. The entire process felt like a do-it-yourself operation instead of receiving the service we reserved. Overall, this was a very frustrating experience with poor customer service. I've rented from other locations before, and they have always been professional, organized, and helpful. Unfortunately, this location did not meet those standards.

Rating:

5.0

Staff was very helpful, line not too long and she was able to accommodate my request for a particular style of moving van. Return was easy. We are a business user and overall we are very satisfied with this location. The U-Haul app, however, can use some work. I have tried (multiple times) to do full app only pick ups and I always run into a problem (uploading photos, reservation not found, etc..) If you can fix the app, that would be great and I'd happily use app only pick up (to avoid the lines). Thank you. As a business user, we rent from U-haul about 5 or 6 times a year. Maybe even more this year.

Rating:

5.0

Excellent customer service. So helpful.

Rating:

5.0

Que no se demoren mucho

Rating:

1.0

The first truck I got has a leaky gas tank. When I started filling it, it started leaking gas onto the floor from the bottom of the truck. Then I got a replacement, when I returned the replacement truck I got grossly overcharged for not filling it up. After that first experience, expecting me to fill a truck again is ridiculous.

Rating:

5.0

Just keep your faith in God and Lord Jesus Christ at all times because they love you and will never forsake you! “It cost $00.00 to thank God for the simple things like being alive”

Rating:

5.0

Helpful, friendly, well-organized

Rating:

1.0

The lot was completely jammed with rental trucks (I assume waiting to be rented). I could not enter the lot. The return lanes were completely blocked. Finally an employee directed me to back out the trailer onto a very busy street (he did help to guide me through the traffic, tell me when it was clear to back out) and to go into the exit. There he unhooked the trailer, and subsequently blocked the two lanes that were intended to be exit lanes. Obviously this location had more trucks and trailers than it was able to accommodate.

Rating:

5.0

Nothing, the service was great

Rating:

1.0

I left my new dolly behind in the rental car (unit 5734). When I went back on Monday to claim it—after having already sent an email—the manager was absolutely terrible and rude; she refused to help, check the security cameras, or find a solution. On top of that, the rental car itself was dirty. She is truly awful at her job; as a manager, she ought to have the professional ethics to properly assist customers. I do not recommend dealing with this person.

Rating:

2.0

I was given mis-information about how to go through a toll bridge. The truck windshield was FILTHY and there was no spray in the tank. Unacceptable for a one way trip rental. No way for me to clean the window myself.

Rating:

1.0

I couldn’t return the equipment it was extremely complicated and the employees were useless

Rating:

3.0

Receiving staff was dismissive and unprofessional in appearance at a minimum.

Rating:

5.0

Friendly staff and quick service

Rating:

5.0

Both the worker, Lea, where I rented the 10' Uhaul truck and the Uhaul member who helped me at the storage facility were super helpful all day as I navigated picking up the items to move, extending time and showing me the storage unit sizes prior to renting a facility. They were very kind and helpful through this already stressful day of moving items and I would not recommend any changes at this time

Rating:

5.0

Excellent Customer Service fine equipment. Everything was great. I’m a repeat Customer. Thank you.

Rating:

1.0

Paid extra for help to get vehicle strapped into auto transport, representative helping us expressed that she should have been clocked out and was clearly upset to have to be helping us out. Vehicle was not strapped in securely which led to one strap falling off entirely, which is a huge safety concern. Vehicle ended up shifting all the way to the other side on the transport, scraping the rim of the wheel. Had to delay our move to have a towing professional put the strap back on securely, after which we had no issues. Clearly, the U-Haul worker was not trained or was just in a rush and not thorough with the job as she was in a rush to clock out. Incredibly disappointing, expensive, and caused such a delay for our 2 day move.

Rating:

1.0

I was moved to this location VERY last minute (intentional no doubt on UHauls part so I wouldnt have time to make other plans). The $50 credit is nowhere close to adequate to make up for my extra time. When I arrived at Sunnyvale location, I was told-- barked at, really-- that I could not park on site, which was a big surprise. I complained and the kid helping me at the counter was insanely rude and unprofessional-- he said something to the effect of "not my problem, why are you even telling me this?". I was overcharged for gas--billed for 6 or 7 gallons when i only drove 18 miles (most of those miles due to the last minute relocaton). I called to get it corrected, and the woman I spoke to-- who did correct the error-- was pretty snippy about it. Separately, the truck was in terrible condition. The door latch jammed when the rollup was open and we had a hell of a time repairing it. A big chunk of the plascit console was loose and made it VERY difficult to release the parking brake. When i picked it up the cab smelled like a wet dog. I rent from uhaul a LOT and I have had an excellent experience with the onsite people at your Mtn View location. I doubt I'll be back due to UHauls utter disregard for me as a customer

Rating:

1.0

Hire new associates, the 3 people working there were like kids and all had attitudes and clearly showed they didn’t like their job, I had originally booked a cargo van for 3, at 3:20 one of them offers to upgrade me because apparently they didn’t have any even though one was sitting in the lot. As I’m getting in the upgrade I notice someone returning the van so I go back in and ask if I can use the van instead since that’s what I originally reserved and one of them kept saying “bro…bro….I’m finna kill myself for real.” Extremely unprofessional and for my first time using your company, I don’t think I’ll use it again. Horrible experience. Sorry you guys had to do your job!

Rating:

1.0

Customer service of the front desk staff was awful at the time of drop off. Staff were rude and unhelpful. They didn't explain the checkout process at all. I would not recommend this place to anyone.

Rating:

1.0

Uhaul system went down and even though I made a reservation the day before I had to do it all again. Despite poor experience the employee did a great job.

Rating:

1.0

You need to maintain the trailers; right now, you're just renting out junk.

Rating:

4.0

Luckily a worker came and offered to back the truck out of its tight parking spot, so I could drive away. The person who registered me just pointed where to go get the truck and left me on my own. The additional help was definitely needed. Thank you.

Rating:

5.0

Keep up the good work..

Rating:

2.0

Don’t change my drop off location last minute

Rating:

5.0

Just wanted to praise the woman that helped us get our truck. I’m so sorry for not knowing her name but she was super helpful. The lock was broken and she gave us a new one! She was super nice and holding it down!

Rating:

5.0

Lea is the best !

Rating:

5.0

When I picked up the truck it had about 3/4 tank of gas. I went back inside to tell the owner it was not full. She said ok and that was that. When I returned the truck , I filled it with gas until the needle of the gas gauge was in the same place. I returned the truck a day early. I was not credited for that. . I later received a call the gas was short and I was to pay $29. This happened after I left the drop off location so I had no choice.

Rating:

3.0

Wait time. She was having computer issues. Clock was not correct and radio did not work

Rating:

5.0

Excellent service, super friendly staff!

Rating:

2.0

The system went down and it had to be done by hand which made all of the work I did reserving it online, useless. Part of the problem of doing this all by hand it's that I wasn't told about refueling. When I was told it was painful mileage. So now I was charged per mile, and i'm charged for refueling. How can you charge me for both? The only positive everything from this was that your employees were very, very pleasant and helpful.

Rating:

5.0

Lea was amazing great customer service

Rating:

1.0

First of all the chubby guy staff in the counter is not helpful at all he will not assist you all he just sitting and playing with he’s phone:, Secondly, the truck is gas fuel is showed 30miles before empty, when we got it, we refill it for 5gallon(35usd) before heading out and when we return it has a lot of gas left , then he billed us for gas fuel fee of 30usd plus 4gallon of gas charge,..which is very ridiculous, he didnt even pay us time to check the truck first, We got it all recorded with the level of gas and mileage pre and post used and file a complaint.

Rating:

5.0

Customer service was outstanding - the associate that helped me on Saturday night and then dealing with my emergency on Sunday morning should be promoted for his clear attention and focus on customer needs. This is exactly the experience that I am sure U-haul wants for its customers.

Rating:

5.0

Advise customers against using the app

Rating:

5.0

Associate was friendly. Great reception. Thankyou

Rating:

3.0

the young kid who checked us out was kind of clueless. We received a call saying we could pick up our truck that night when it was supposed to be the next morning at 7 AM at no difference in cost and he messed it up and made it for at 6:23 at night which ended at 6:23 the next night so we had to call we called the office. It just rang and rang. We never got a human. We called the number that texted me that we could get it. We sat on hold forever then I finally got to this Sunnyvale location, and the person who spoke with me, was super nice and helpful and extended it by a day, but the kid was the source of all the problems because we told him and he seemed annoyed in the first place because he was like I don’t even know where there’s a 26 I can get out cause I think they’re all blocked in and acted like it was all a big issue

Rating:

5.0

Lea, the manager is an excellent manager. She always does whatever it takes to make things easy, and convenient for us. She follows up promptly, provides clear good guidance. She is always available for help when the U-Haul application is glitching. She makes sure the rental Van is always ready, and available on timely manner.

Rating:

5.0

The agent that handled my reservation was kind courteous and helpful

Rating:

5.0

Just keep doing what you’re doing. It works very well.

Rating:

5.0

Always a pleasure working with the staff!! 100% professional and efficient

Rating:

5.0

The staff was very helpful and friendly

Rating:

1.0

Con la locación no tengo problema el problema es con el sistema me han cobrado más de lo q era son unos ladrones

Rating:

5.0

Nick was fantastic to work with. Quick, friendly, super helpful and hands-on. A great brand representative of uHaul. Thanks Nick

Rating:

5.0

As always Leia was terrific! She had had a very difficult day because the computer system had gone down most of the day. It did not deter her one bit. She greeted me with a smile and very efficiently helped me with my rental!

Rating:

5.0

I have no complaints about this place, However, I wish there were more customer service representatives for phone help.

Rating:

5.0

Both The staff I dealt with were very helpful and nice, The whole process of taking the vechile and also dropping off the vechile was very quick and comfertable.

Rating:

3.0

My main issue with this rental is that we confirmed the day before for a 7am pick up of a truck and trailer. So, when we arrived just before 7am, I expected to check out and pick up the equipment. Unfortunately, we had to wait over 30 minutes for the trailer to be moved and attached to the truck, the truck to be swept, etc. As we had movers coming to load the truck, so this delay made our timing very tight. I don’t know if they have people flake after confirming, but I had expected the equipment to be ready and waiting upon our arrival, especially considering they had a good sized lot. Other than that, process was fine.

Rating:

5.0

need to work on few bugs for your app and text message connection that's all

Rating:

5.0

Excelente

Rating:

5.0

It was great, the worker was super helpful and kind😀

Rating:

5.0

Very very good. They were supporting really good and fast. Easy to access.

Rating:

5.0

great experience again

Rating:

5.0

Extremely helpful personnel. Great location for u-haul rentals

Rating:

3.0

The price on the side of the vehicle is deceptive. I had to pay for 20 travel miles even though I was going less than 10. In the end I spent more than I had anticipated.

Rating:

5.0

I believe the new employee name was Fernando. Fernando went above and beyond to make sure the transaction was done promptly and efficiently, U-Haul should appreciate good employees that care for their job while maintaining good customer service, Thank you Fernando

Rating:

5.0

Same as pickup location. Professional, friendly, wonderful interaction.

Rating:

5.0

Please.clean inside of front windows, difficult to see with the dirt film while driving.

Rating:

5.0

Great experience again.

Rating:

5.0

The manager Lea is a wonderful person and a real pleasure to work with. When I need to, I always rent equipment exclusively from this location because she and her team at UHaul always are so friendly and helpful. They go above and beyond to make the procesd a positive experience. She and her UHaul staff (Nick and Fernando helped me) are always outstanding with their customer service, and you know that you will find the best people and service at this location - they are a genuinely caring team that is always there to help you when you need them! Nick went above and beyond to provide excellent customer service, and he made my rental experience a postive one. Thank you all so much for beiing so nice, hehlpful and reliable when I need to rent UHaul equipment. You're all blessed and amazing people!