Customer did not leave a comment.Adrien B.
Customer Reviews for U-Haul Box Store of Downtown
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.
Excellent customer service, I made the reservation online came to pick up the vehicle and it took no more than 5 mins . Would highly recommend this location 100%Marvin P.
Another van was parked very close to me so it was difficult to get in at firstKyle H.
Customer did not leave a comment.Giuseppe S.
All is good!James C.
Customer service is amazing!Abigail M.
Drove 5 miles. Put one gallon of gas in. Got charged for two more gallons. Seems the gauge didn't match to the check out level (my fault I didn't take a photo of it when it did match). Once they had it who knows. The logic that I drove 5 miles and needed 3 gallons to restore the level of the tank is irrelevant. Moral. Take photos so they can't manipulate youDAVID Z.
Customer did not leave a comment.Bruno S.
Customer did not leave a comment.AHMAD A.
Customer did not leave a comment.JEREMIAH S.
I had an great rental experience with UHaul at the 100 Valencia location. Customer service was great and amazingly friendly early in the morning. They helped make a stressful day so much more reasonable, and the team here was so accomodating.Isaac L.
The customer service was good at this location however , I think that this location charges too high of fee money for damage waiver as well as I find it to be ridiculous to charge fees for returning the van $13.34 and night drop fee $20.00 if customer don't do the check in on the app.U-haul on line phone system takes too long after my reservation I couldn't call directly to the location . RENTAL COSTS WAAAY TOO MUCH MONEY IN CHARGING FEES.Ward L.
Customer did not leave a comment.Chengbin L.
Customer did not leave a comment.Dain D.
Quick and easy. Thank you.JAMES K.
Nothing. The staff was exceptional!PAUL P.
Customer did not leave a comment.Carrie S.
Customer did not leave a comment.SHEQUILA B.
Customer did not leave a comment.JOSE E.
The sign up and self-service ability through the online application is amazing, and I would recommend that experience any day. However I would also warn the person to carefully verify the invoice, because clearly U-Haul does not match up the information provided by the user upon check-in, resulting in a bill that can be significantly higher than it should have been based on the services used. Of course you can reach out to U-Haul to contest charges, but you designed the user experience to avoid this (obviously because following up costs you money). As an infrequent U-Haul customer trust is lost very quickly, and that is what happened on this occasion. I am sure your strategy results in attractive short-term profits, charging customers for services they did not use. However in the long run I worry your approach may not be successful. Up to you whether or not you take this feedback to heart.Mark V.
Better instructions on where to park after hoursBradley B.
Customer did not leave a comment.RICHARD P.
App didn't work or worked terribly slow. Had to use the office because the van had no gas, it had been stolen because it was parked outside. The pick up and drop off was too complicated. Will consider another company next time I have to rent a van.DAVID J.
Customer did not leave a comment.Clifford G.
The staff at the pick up location were not great. When we walked in we heard the attendant talking about his landlord with multiple loud explicatives, and he just had to finish his story to his colleague before he could be bothered to help us. They told us that if we used the drop box, we could be charged for an extra day, even though I paid for the van til 8pm. Pretty lousy. Other than that, things were okay. The mobile pick up process took a while and it was not clear before pick up that uhaul would need a second form of verification. Fortunately my partner was there to answer the phone for verification. Not the best system and a bit stressful.Jonathan W.
Customer did not leave a comment.WILLIAM M.
Customer did not leave a comment.Elay C.
Customer did not leave a comment.Marria E.
Fast and friendly employees, I was in and out in 5 minutes.Laura A.
The location is in a rough part of town and not clean. Chaotic. My van had an empty tank because as the people in your office said, they steal the gas at night. So I had to take another van after all of the check in process. Together with the U-Haul app that kept crashing and didn't work, I will think twice before ever renting with U-Haul again.David J.
Email a receipt upon return of the equipmentMYRON K.
Customer did not leave a comment.STEFAN N.
The previous renter did not return the van on time and I spend 30 minutes on hold with customer service before I could even speak to someone.JENNIFER A.
Customer did not leave a comment.Yao T.
The van/share I reserved was not at the location because the rental for the previous customer was extended. Please help me to understand why I was not notified. We had already driven a considerable distance and then had to drive across the city to the other location and then pay a $14 facility fee. Worst, it cost me valuable time and put me behind scheduleLoren T.
Good service. Location is convenient, but parking to access the location is not. Probably not much can be done about it though.GREGORY L.
Customer did not leave a comment.Erin S.
The custom service team is impatience and rudeYAN R.
Customer did not leave a comment.ESTELLE S.
Customer did not leave a comment.Kenneth S.
It was a very easy experience. I changed the date of my reservation a few times and everyone I spoke to on the phone was very helpful and pleasant. Same with the in-store staff.Julia B.
Be more transparent with pricing.KARL A.
Staff was rudeJORGE G.
I was concerned by the length of time it took for me to get in my reserved vehicle, the process of calling other contacts etc. But the store staff went out of their way to make sure I got enough time with a truck. However once I was moving I did discover a mess in the truck that looked like poop.Morgan M.
Beam on Valencia Street stop shelf with me thank you for everythingJEFFREY F.
Customer did not leave a comment.Christopher S.
Customer did not leave a comment.VINAY P.
Customer did not leave a comment.Alfredo C.
Customer did not leave a comment.IVAN A.
The key to the lock was not on the set of keys given! Luckily key lock broke and we were able to get in but had it not we would've had to travel all the way back.Jamie N.
Customer did not leave a comment.William M.
Customer did not leave a comment.Robert M.
The inside of the trailer was very dirty but I didn't see it until after arriving at my location.JOEY N.
Drop offs after you close is a little difficuct to when the parking the car. We weren't sure where to park, the lot in front of the store was full. and we were worried that if we parked in the wrong stop we would get charged extra.Travis S.
Clean truck windshields more frequently. Inside and outside.Adrian V.
Customer did not leave a comment.Conan B.
The van was super dirty. They had to clean cigarette buds and trash before I would drive it. Just kind of a gross upkeep of that place overall.Annika A.
Charged 10 dollars extra for no reasonBRIAN C.
When we picked it up the vehicle was parked in a very poor location. It was difficult to get the vehicle out of the parking lot and would not have been possible had there not been two of usSAWYER M.
I don't even know where to start with what can be done to improve the next customers experience, my experience with uhaul was complete trash, from beginning to end, also getting charged an extra $20 for no reason sealed the deal with my opinion on this companyROBERT ARTHUR B.
Customer did not leave a comment.Thomas A.
Customer did not leave a comment.ARACELIA R.
Need access to U-Haul pickup trucks.Raymond M.
After an exasperating morning with UHaul Share I went to this location where I have rented before. The gal was nice to listen to my complaints, cancelled my old reservation and entered a new one. After I drove 95 gas tank was empty. I made to gas station only to find that gas fill pipe was clogged which made it almost impossible to fill. A kind station attendant took the time to eek the gasoline into the tank so I could return home. Also, the warning light continued to light regarding improper tire pressure. When I returned vehicle I noted these issues to UHaul store rep and he continued to tell me it was the gas stations fault and the fault of the homeless people in the area who â€œmess with their vehiclesâ€. It is UHauls responsible to ensure their vehicles are in proper working condition. I will never use this company again. You do not have properly maintained vehicles which put drivers lives in danger, you have idiots working in the stores and your website and customer service is so lacking it is useless.FELICIA D.
people friendly help full made everything ez going to rent again same place this weekKenneth K.
train your employees; have a lot that fits the trucks; make pricing transparent; don't lie about gas levels to nickel and dimeTHOMAS W.
Vehicle reeked of marijuana smoke. Online rental process was hands down the worst online transaction I have ever had.Timothy M.
Customer did not leave a comment.BEHZAD S.
The phone app is pretty complicated. But the personnel at my I-haul location were extremely helpful. Location is much recommendedMakram A.
over charged and no refund issued as promisedMCNAIR E.
Customer did not leave a comment.JOSEPH T.
Was yelled at by employee for parking in wrong spot. Told manager about it, but no response. Met back up with 1st employee outside, and said she shouldn't talk to customers that way. She just snidely told me to â€œ go tell the managerâ€. I left at that point... Later when I check my emailed receipt I found that I was overcharged by over $200. Receipt said I put 313 miles on van I had for 5 hours, when in fact I put on 37 miles. Also charged $65 fuel charge when I refilled tank to previous level... Luckily when I called there was another manager on duty. He checked the van, and refunded my overpayment... What a terrible experience! I've used uHaul at this location many times in the past, and I don't believe that I would ever use uHaul again.DAVID H.
Customer did not leave a comment.Edward M.
Your staff was friendly, helpful, in short they were great. Thank youJacob R.
Summary: car technical issue + bad customer service + unfair charges + add charges sneakily + waisting 1.5 hour time talking to customer service with no resolution = true!! I rented a 9 ft van on 3/1 to move my belongings. First, very soon into my drive, I noticed that the Tire Pressure indicator alarm is on. I was not sure if this happened during my drive or it was on in the first place. But I feel disappointed and worried all the way in the highway. In the early hours of the day, there were no mechanics still opened up, nor did I have time to deal with this hassle. But the worst part of my experience came later! Upon returning the car, I followed the "returning signs" and parked in the designated area. After that, someone from the store came out and almost shout at me that "why did I parked there" and he mentioned that parking is full. I explained to him that I followed the signs and he can move the car to whatever he wanted to. He kept complaining at me and asked me to move the car to his desired spot. I explained to him that I did not feel comfortable driving backward with a big van crossing the pedestrian line as well as incoming traffic. Plus that it was not my responsibility at the first place. What was asnoshing to me was his manner and the way he was ordering me to do something risky which was not on me. After that, he threw back the car key in an unprofessional way and said I will get the receipt by email, so he refused to give me a copy of the reciept. Few days later, I randomly looked into my email and looked for the receipt from uhaul, and I found two added items: facility fee $13.95 and cleanning fee $25!! They did not even mentioned this fees to me, but silently added them to my bill. I have called the customer service twice waiting +1 hour spoken with two representatives. They say they do not know what the "facility fee" is; this is not a common fee! (how that even possible) Also, apparently, they have used one empty bag left in the cabin as an excuse to charge a $25 cleaning fee. This does not make any sense! I am really disappointed with the overall experience.BEHNAM K.
Customer did not leave a comment.RICHARD P.
Customer did not leave a comment.JOSHUA D.
My favorite location to get a Uhaul truck or van. Smooth and easy pickup, check in and drop off.Joseph H.
Customer did not leave a comment.EDWARD Y.
You can have the gas tanks on full instead of empty when picked up. Also the attendant was supposed to have put two bags of blankets in the back of the truck but never did. I called and said I would be reimbursed, then when returning the truck, I noticed that I was still to be charged for 1 bag. I was reimbursed an amount for the gas that I put in but I don't know if the blankets were included in that amount or not. Overall my experience was satisfactory but I won't go back to this particular location.CONAN B.
Super easy lemon squeezieALEXANDER M.
Be honest. Have someone there to wait on customers. Don't add surprise extra charges. Don't give me a filthy vehicle, then charge me a cleaning fee!!!! Don't charge a refueling fee when I already refueled it!!!! This was by far the worst experience renting anything I have ever had. I will not only urge everyone I know never to rent from uhaul, but plan to state all of the below on every social media site I can find. I was robbed! Total charges should have been about $50. I'm very upset about my experience will U-haul! 1. I have been overcharged. Please refund me! 2. When I checked in to pick up the van, I was not shown any bill, but charged $85. Way more than I expected when I reserved the van online. The counter person told me I selected CDW when I made the reservation. I didn't select anything at all when I made the reservation! 3. I immediately tried to get that charge removed, but was told they couldn't do it at the time? WTF? 4. When I returned the van, ZERO employees were available. Everyone was at lunch. Are you kidding me? What kind of business runs this way? One employee who was in the parking lot said he would remove the CDW charge, and email the receipt. 5. I have been hit with loads of surprise charges: a. $19.95 rental charge on top of the rental rate, because that U-haul doesn't own the lot where vans are stored, effectively doubling the daily rate. I was made aware of this surprise when I picked up the vehicle. b. $13.95 "facility fee". What is this? I was told the 2nd $19.95 was for the lot fee. c. $30 Fuel fill up fee + $9.50 gas. EVEN THOUGH I BOUGHT GAS TO FILL EXACTLY HOW MUCH I USED!!!! d. $42.86 "Sales Item (details below)". Except there aren't any details. Please refund $96.31 for items items b, c & d which were all added in my absence. DamianDamian S.
Customer did not leave a comment.TYRONE K.
Absolutely nothing. You guys were so supportive of the odd situation that occurred. My rental was reported stolen months ago and was recovered without the report being closed so it was towed in the dead of night. Nothing but excellent customer service! I had plenty of time with a better quality van to move all my stuff out and even offered another day. Definitely coming back! Amazing people! Give â€˜em all raises!!! ðŸ˜¤Zachary A.
Why would you offer a mobile pick up option if you still have to go inside the store? Makes no sense. Seems like with all the hoops you have to jump through, the mobile option is not convenient. Also, I was charged for fuel and I filled it to the exact same amount as when I got it and I was not asked to verify the fuel amount when I rented the van by the way so it could have been anything.Rudy G.
His was the best service i have recieved in a long time all the employees were nice and very knowledgable. The truck was exceptionally clean and i had an overall great expierence at this u hual. I will reccomend this site to friends and family.ANDREA G.
There weren't enough small utility dollys, only large appliance dollys. When I called I had to wait too long on hold to speak to someone. The Valemcia location is too difficult for parking. I asked for a refund because the large appliance dolly was too big and we never used it, but the refund was denied because we had it in the truck. The day before, an employee there said she was going to another uhaul location to pick up more utility dollys but I guess she didn't - poor customer service. She also told me meter maids weren't ticketing cars parked at meters in front of the store, but my car got a ticket.JANE W.
Customer did not leave a comment.Ken S.
Customer did not leave a comment.Donald H.
Customer did not leave a comment.DONALD H.
Customer did not leave a comment.Emily H.
Customer did not leave a comment.Mohammed O.
Customer did not leave a comment.ANDREW B.
Horrible customer service. Plus $13 service charge for parking lot. Poor advertisement.agota K.
Completely overcharged me for fuel when I drove less than 5 miles AND captured pictures on the odometer I still got charged $25 for gas. I reached out to customer service complaining but never heard back on my complaints to fix the mistake.CLAIRE G.
Customer did not leave a comment.Michal K.
Customer did not leave a comment.Bert O.
Customer did not leave a comment.ALYSSA W.
Customer did not leave a comment.Alexandre L.
Should have a Car Parking for costumerRENATO D.