Work on your reservation system. Your system was down on two out of the three days I rented a van this year!John D.
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.
I was randomly charged $30 for fuel despite returning the truck with the same level of fuel as when I took it out. I filed a contestation during check out but no one ever replied and they just charged my credit card for that $30. I still have not heard back about a refund.Jacob Z.
Thank you for excellent service and help to employee, named June.WILLIAM S.
Truck was not clean and fuel level was incorrect.Simon T.
Customer did not leave a comment.Dirk M.
I got ripped off please contact me immediatelyBYRON E.
Not happy with the quality of vehicle. The gas economy was very poor and the hand brakes need repair.SURYADEEP G.
Customer did not leave a comment.guillermo S.
Customer did not leave a comment.Katharine G.
Customer did not leave a comment.REILLY W.
You could employ friendlier and helpful customer representatives!MACARIO D.
Customer did not leave a comment.Vincent T.
Customer did not leave a comment.VALYAN E.
This was my first time renting a truck from U-Haul. I decided to try it out because of my positive experiences with buying boxes, tape, and tools when I've moved apartments. Today however I learned the dark truth about the scam that is vehicle rentals. In the morning I went online and reserved the 9-foot van for 12:30pm. I had no trouble dodging the digital upsells and was satified with the estimated $45 cost. Vehicle pick up also went smoothly. The staff was friendly and the app mostly worked. 50 minutes later, with the job successfully handled, I dropped off the keys and headed home euphoric with the feeling of a job well done. I should have known better; that one ought not rent a truck for less than an hour unless it's a matter of life and death. At 3:30pm I received an invoice. Here it is, summarized and annotated: $19.95 - Base Rental - As advertised, no complaints. $ 5.00 - Furniture Pads (6) Rental - Upsold on these, good job Sales team. $ 1.26 - Mileage Fee - Seems fair to me. $ 3.50 - Taxes - About 13%. $15.03 - Fees - Environmental, Facility, COVID. Sketchy, but fine. $25.00 - Cleaning Fee - What the fuck? ------------------------------------------------ $69.80 - Total - Rounded _up_ for my convenience. Per the email's instructions, I called customer service to start a dispute. After 40 minutes on hold I was connected with a friendly representative who informed me that site manager had tacked on the ridiculous $25.00 fee because "the staff had to refold the furniture pads." It was at this point that I finally understood my folly and embraced the cunning of the Arizona-based publically traded company. I had been had! I begged the representative to let me return to the storefront to fold blankets for $4.17 a pop. No dice. So the fee stands. Congratulations to the corporate office for extracting an additional 95% percent fee for absolutely nothing. You deserve it. I'm proud of you. I love U-Haul! MarcosMARCOS G.
Customer did not leave a comment.Pablo R.
Charged me for gas but did not communicate to me beforehand that I would need to fill up tank. Contract was not sent to me until after I returned rental.Justine W.
Customer did not leave a comment.Douglas C.
Didn't include the things I ordered. Employees were rude on multiple accounts. I keep using UHaul because I have no other options in my area, but they are consistently a terrible experience.Travis P.
Incorrectly assessed liability and damages of broken door. Employees were rude, belittling and do not understand the difference between causation and correlation.YI Z.
The truck was good but the employees were not very friendlymaria B.
Customer did not leave a comment.EDWIN B.
Parking and access/egress is tight and a little more helpful signage would be welcome!MILESFRANKLIN L.
You could have an app and a website that are not full of bugs and you could have friendlier staff. The last person I talked to, when I gave the keys back, was great. Everybody else I encountered (that's 3-4 different people) were unfriendly and unhelpful.Julie J.
Customer did not leave a comment.Kyra W.
Customer did not leave a comment.Richard C.
The truck was parked at a spot that was impossible to get out, the app is horrible it was giving me so many error messages while trying to follow the check in process. The people at the location had very bad customer service, I would never go back or tell anyone to go to this location.Kyuhee K.
Counter Agent Mo provided me with outstanding customer service. It is due to this experience that I would recommend this location to a friend.Kelly D.
I was not provided with any information regarding what to do with the vehicle after hours. I was very worried about getting charged extra and not knowing where to park the vehicleIan W.
Customer did not leave a comment.Briana G.
Your system was very slow. The check in on the app was taking longer than 15 minutes to go through so I had to go inside and even then it was a bit slow.Paul L.
No problemsP F.
Nothing.everything was spot on.MOUNIR M.
The employees at 100 Valencia in San Francisco mission are the best. So personal!Lillie S.
Customer did not leave a comment.Deborah W.
Employees are great at 100 Valencia in Sf Especially the woman milie. U-haul take care of your employees, good employees are hard to find. I know by experience, I my own businessLILLIE S.
I'm told assistant I don't want CDW cover but end up I'm got charged for that. never do u-haul againPHOEMSAKUN S.
The van had spills in the cup holder area and the inside was generally not well cleaned. The service member was incredibly kind and helpful though!F William W.
Disclosure about your pricesBernardo W.
I arrived 15 minutes early to my appointment to be told had I arrived 15 minutes later I would not have been able to pick up my order. The store was not scheduled to close for another 30 minutes. When I returned my vehicle I was unable to confirm my location on the U-Haul website. There was no bypass option. I had to reset my app password and use the app to return the truck.Justin L.
Customer did not leave a comment.Deborah W.
Customer did not leave a comment.Maxim K.
Customer did not leave a comment.shashank S.
I am a 100% satisfied customer with the U-haul location on Valencia st. Is a very quick in/out, very helpful staff . I would definitely recommend this location to anyoneMarvin P.
Customer did not leave a comment.Piotr B.
I was charged 10x too much for gas. Not cool.DEAN G.
Customer did not leave a comment.Maria S.
Very nice crew welcomed me. No roblems.P F.
The uhaul stunk of smoke and I found 3 cigarette butts on the floor in front of the passenger seat. Pretty gross, especially because we had to drive for 4 hours with our stuff in a stinky van.Anh O.
It was meh. The dudes didn't really care and weren't up to speed on the online checking experience.TYLER L.
The van said oil change required; I tried to use the Uhaul website to pick up the van but the van was parked behind another truck and I ended up having to go into the store anyway. After hours drop off procedure was unclear.Elizabeth S.
Customer did not leave a comment.MCKENZIE B.
The location and attendants and rental experience were great. what was TERRIBLE was the after hours return experience. I tried unsuccessfully to log on to go return my vehicle for close to 20 minutes, then called your 1800 number to ask for assistance, and the person I was talking to kept trying to get me to do it online after I already told him that wasn't working; after about 5-10 minutes of this he just hung up on me! definitely left a VERY BAD impression on me.Carlos C.
The young man that met us when dropping off the van was extremely helpful.FELICIA K.
The cleaning should be every day since it is under the central freeway need cleaning oftenGerman M.
I don't remember the woman who helped me but she was incredible! Helpful, friendly, and patient. I've never had a bad experience with a Uhaul employee before, and yet she still went above and beyond!Robert T.
The Valencia Street location is staffed with knowledgeable and friendly people. They are great to deal with and made the process easy. The U-Haul online experience, not so much. The website is buggy and you end up doing things twice. Once online and once in person which you sought to avoid by doing the online thing in the first place. Lucky for you the employees are great and will speed you along.Linda C.
I don't like having to pay for so many FEES ! U-HAUL IS UNFAIRLY CHARGING THE CUSTOMERS FEES THAT IS THE RESPONSIBILITY OF U-HAUL'S COST OF DOING BUSINESS. I'M GOING TO LOOK INTO RENTING FROM PENSKE NEXT TIME I NEED TO RENT A VAN OR TRUCK. U-HAUL IS JUST A CONVENIENT LOCATION.Ward L.
Customer did not leave a comment.Adrien B.
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.