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.
Waited over an hour to drop off the uhaul. Stood around for about 30 minutes until someone to tell me that they would help me as soon as they could.
Nothing they were great.
check in was a little shaky . But a minor glitch . the rest of the event went smooth . It was a joy to bring the person whom i moved to pay the final bill and to have it be a pleasant surprise that we could move His entire house in one day for so little money .
They were very professional, courteous. My daughter had used this location previously and recommended them to me .
The staff here was more than helpful, courteous & informative. I would definitely recommend them.
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One of the older ladies, who seems to be in charge, could conduct herself in a more friendly and thoughtful manner.
We couldn't get the 5x15 lockers we wanted on the ground floor. We ended up with 2 tiny lockers.
We were very happy with your Assistant Manager Dunken and Brian. We rented a cargo trailer and informed them that it would be for at least 4 but possibly 6 days and we were told we didn't have to worry we could extend the cargo trailer with no problem. On Day number 3 we took the trailer back and told them we wanted to close it out and re-rent it for a few more days but were told to just keep it. On day 7 we got a call at 1pm by the scheduler asking us to bring it back 7pm that day. We were 4 1/2 hours away in the SF Bay Area and were still loading the trailer. I called to get the trailer extended, told them we needed it a couple of more days and were willing to pay whatever, and I was told it had to be back by 7am since it was rented to another family. We hurried up and finished loading it at 2:30am, then drove it the 4 1/2 to Visalia to turn it in by 7am. The trailer was returned and paid in full. Later that day around 7pm my husband went to the storage unit and saw the trailer in the yard. You put my husband at risk and we didn't get to complete our move. We need to rent another cargo trailer but will be using another company. I have also been telling friends about our experience.
My overall experience with U-haul was extremely unprofessional from the process of me getting my vehicle hitched, reserving my trailer, and the pick-up/cancellation of my reservation. I tried to resolve the situation however, management was not of much help. I contacted the traffic manager Christine who was extremely rude, arguementive, and lacked customer service skills. Christine S had no desire to resolve the issue of her cancelling my reservation nor providing a compromise on the mishap she caused. Her compromise and suggestion was me to drive to two cities over to pick up one. I let her know it wasn't a suitable compromise, she stated "there is nothing she can do for me and next time I can respond to the text messages." I asked could I speak to her supervisor she stated " she was and that I can keep calling but I was only going to get her" Christine laughed as I asked once again for her superior boss and hung up. I ended up on the phone more than 2.5 hours as I upset and trying to get my situation situated. I finally was told Christine was the manager over my area and in order to address the situation I needed to talk with her. I was extremely frustrated at this point and indicated she had already hung up. To resolve the situation I had to file a formal complaint on the Transit manager then they reached out to inform her at this point I was at the location and one of the employees Demetrius offered and volunteered if they allowed him to drive and pick up the trailer. I felt Demetrius was more customer service oriented than management. He was very personable, and communicated once he returned with the trailer. I ended back at the location due to the lights not working correctly. Hector assisted me and was very helpful and properly inspected the trailer for my departure. Overall, I feel the two employees are very customer service oriented than the managers that oversees them. This location is understaffed and the new hires are not properly trained. This experience caused more stress to my move.
Overall very happy with our experience. Duncan went out of his way to make sure we were happy. We wanted a appliance dolly and one wasn’t available so he went out of his way we got what we need. Great customer service like that will ensure we will be back
I was given a quote over the phone when I reserved the truck and when I went to pick it up the guy said it was wrong and said they don't know what they are doing and charged me a different price.
Your attendant ad the desk is no help at all Is slow and he doesnt even greet customers once they arrived he has a beard and his at the reception Didnt get his name When I returned truck he did not even helped me to where to go So rude
Thank you to heather and demetrius
Charge less after hours for equipment return
I went with my husband to get a motorcycle trailer. Had a reservation at 5pm. The lady employee started on it and left in the middle of it on break, then we had to wait for another employee to help us and that took forever. Well because she logged out it made it look like she cancelled our reservation because she never finished it. Finally a guy employee came to help. He had the nerve to tell my husband that he couldn't except my husbands drivers license because he said it didn't look like him. I was so upset. He kept saying it looked like his son. My husbands works in a high end industry that allows him for clearance into prisons and places where they search check you and a Uhaul wouldn't take his license because it didn't look like him. This is definitely one for the books for total stupidity. I was so upset that I had to come in and show my License and because I was wearing glasses I had to take them off and gad to start the process all over again. Finally he gave us a number and told is we had to locate the trailer and took it up ourselves. Yeah the whole process took 3 hours + awful experinace and will never go to this location again. Very unorganized and lost. A manager should always be on site for issues like this.
Let people know ahead of time that you need a reference to call and answer the phone. Didn’t know this when we walked in after ordering online.
Same experience. Not sure why the employees seem so unhappy... I will not use U-Haul again.
Customer service was GREAT!!!! BEST LOCATION I'VE BEEN TO...
Been over charged 2 times now $30 or more will never be back there for sure
Had good overall experience. Only thing to comment is that, at times, there were too many customers and have waited 20min for someone to help me with reserved booking.
The team at the Visalia U-Haul has a special customer service. They were very busy, but were able to give their time to all their customers. They explained equipment and methods on how to move long distance and even told us about their storage facility. Hector walked us about the storage units and explained how the pod units worked and kept safe. My husband and I both work in customs service, and to see this type of level was truly breathe taken and relief to us. They made us feel so assured with our choices that we have recommended this site to everyone we know! We really can’t speak enough great things about the whole team at this facilities. To everyone who works at this site I hope you get this message. Thank you!
Keep up your good work
The check-outguy forgot to give me the key for the lock on the door behind the truck. I went home and did not have another car to go get it. My moving service had to go and get the key for me, which led to a delay in my moving plan. They also didn’t go through a checklist when they gave me the truck (e.g. head light, signal, brake), and I thought we didn’t need to. Yet they made me do all that when I returned the truck. Luckily there was nothing wrong, or else I would have to pay for any part not working.
Thank you
Awesome service!!! Thank you!
The drop off place was 10X better than pick up place..
Have the tank full and ready to be used for the paying costumer. Waited 30 minutes after being helped and they "forgot" about the truck i ordered. Didn't even do a walk through of the rental to go over preexisting damage or confirm that the gas guage was correct. Tank should have been filled per "convience fee". Was told by employee at Visalia location that I would receive a discount for unnecessary waiting but have yet to see that appear.
I thought it was ging to be cheaper. They charged me an extra 25 dollars for gas but it was just below where i left it. They rounded of to the lower number of gas.
Dude was super cool he let me borrow the trailer plug extension and adapter
Hector needs training in online self service pick-ups. The customer follows the directions and then comes to you for the keys. You telling me what to do when I was telling you the app was giving me instructions was rude. James from the online app had to CALL me because I was having such difficulty because hector made me feel like I didn’t know what was going on. I’ll be calling customer service to report hector there as well.
Thank you so very much Brian for EXCELLANT customer service!!
There is nothing to improve in your already professionals
If you know it’s going to be a busy week due to it being the first Week of the year (as explained by the worker) you should have more than one employee handling contracts. We had to wait in line for almost 45 minutes and even had to wait while the employee went into the office for a drink of water. If there was more than the one guy he would be able to have needs met as while as the clients.
The agent told me the tank was on 9/16, but I only needed to bring it back on 1/2, which is what I did. After returning the truck, I received an email stating I was being charged approx. $10 for 2 gallons of fuel. That is a ridiculous price for something I was told I did not have to pay for in the first place.
You were wonderful
Very nice service given!
Manager, Heather Haas was awesome! Was doing a last minute move that was very stressful. Heather helped navigate all of our moving rental needs, including on-site storage. Thank very much Heather.
Vehicle was filthy outside.
Manager, Heather Haas was awesome! Great customer service! Thank you
Be careful putting the window sunscreen advertising in the window. When I pulled out the sunscreen, it pulled up the interior lining/insulation of the windshield from the dashboard area.
They are busy but GREAT customer service!
I would suggest the team members communicate with each other more so there's no confusion. But overall it was a good. B+ only because one guy didn't seem to know what he was doing. But then he pulled a rabbit out of his hat... Thnx! To the sweet guy who checked me in. AA+
Heather was very professional and courteous and she knew her stuff as far as rental process goes, she made the whole experience great.
Uhaul didnt explain a holding on my deposit..thats the only bad thing that happen to me
I selected the online check-in process, and had to send a selfie during the process, yet I still had to present my ID to the employee before he would hand over the key. Also, when I went to the side of the counter (as instructed by the app), he told me to wait. This negates the entire online check-in process!
Staff was very attentive to each customer. From what I witnessed when I was there, the customer needs to be more patient and not be so self absorbed. The staff did their “best†for each customer including me. Thank you very much! And yes, their “best“ was professional, knowledgeable and positive; in deed and performance! Cheers T.H.
The man that initially checked me out was nice friendly and helpful. On return Hector Rodriquez was also nice friendly and helpful.
The men that helped us on Sunday were excellent. I have more of a problem with what appears to be Uhaul's policies. My name was on a storage in Visalia, 300 miles away from my home. .I NEVER gave permission for this, but I am guessing it was in the initial paperwork when the Uhaul truck was rented. I clearly told the person at Fountain Valley that I did NOT want my name on anything after the initial truck rental. Well, I started getting contacts about the storage in MY name. I wanted it off the storage and the person who really owned it was willing to put their name down. I must have spoken to 4 agents who assured me this would happen; however, the manager in Visalia refused to do this unless I was present. So I am supposed to drive 300+ miles in order to remove my responsibility for this storage. Not very helpful. In fact, I had to make this 300 mile drive to shut down the storage. A little flexibility and customer service would have been appreciated
Great service
We used the self service option for pickup, and despite having all my contact information at the time we scheduled the truck it still took 25 minutes for us to get out of the rental lot. I had to retake photos over and over again with the app, I had to provide 2 alternative contacts to move forward with the rental (one of which was called to make sure I was a real person), and I ended up having to go through the process with an agent over the phone anyway. Lousy experience.
Heather provided me the best customer experience that I can recall from any business. Thank you U-Haul for hiring such great people. I will continue to do business with this location and recommend it to people I know.
Hire more workers just like the gentleman that assisted me.
Employees were very knowledgeable and helpful!!
When I picked up my truck I was given furniture pads that I had rented and told that there were 12. I called the Slaughter Ln U Haul to let the woman know that there were only 6 of them in the bag. She stated she would make a note of this. When I returned the U Haul in Visalia-the guy stated he would refund me for half of the pads but he did not.
Thank you Heather for the EXTRA personal customer service!! and Brian & Duncan for quick excellent customer return service!! Makes things run smooth and we appreciate the extra effort.
Very helpful and supportive staff members.
Customer service could have been a little better.
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online return procedure and website difficult to follow!
Awesome customer service!!!
Stellar service, stellar crew.
Trailer leaked rain water onto my antique furniture.
wait time was long only one at counter and others in the back room.
My experience couldn't have been better. In and out. Just the way it should be.
The Mobile Check-In did not function properly, and did not flow well. I ended up having to check-in in person and this was a pleasant experience. The in-person check was very nice and everyone was very help.
She sells sea shells by the seashore.
Wonderful manager & staff, Only use this facility
The checkout process is long.
Get vending machines.! People walk in thirsty as hell, sometimes.! Thank you.
Ck in and out was very efficient and professional appreciate how fast they were.
The young man working there has a bad attitude my 2 time there told myself the first time I wouldn’t go back but gave him the benefit dought but again was an Rude over all I got the rental
I was very satisfied with the service.
Pickup and drop off locations as well as storage were great. Very professional and courteous.
Great move!
Wanna say thanks to Chritine, she was spot of help.
Thank you very much
Alex assisted my checking in and was very clear about proceedures and policys.
Did not answer their phone. Bad customer service. Bye UHAUL.
Very good customer service. Nice indoor storage units.
Charles took care of our needs, answered our questions, and made our moving experience pleasant, fun, and very convenient. Smooth all the way through! Super cool staff!
30 miles off my path due to their mistake which I caught immediately when recieving the "confirmation" Wrong. Thanks for the discount... It paid for my Gas to drive out of my way for the trailer😂
New, clean, and safe storage facility. Upstairs access via stairs. Charles and staff provided wonderful customer service - professional, friendly, and helpful. Great experience!
Charles Brice is very helpful, Professional, and have an outstanding customer service. We will recommend him to all our friends and families. Thank you! V/R, PJ Perez
The site forklift was down but the manager did everything possible to ensure we could unload our household goods without issue. The service was excellent.
We moved across country and this facility was the rudest I've ever had to deal with. They changed the delivery time of the UBoxes without saying anything and I had a crew hired to unload.
Perfect.
