The customer service agent was really great, and super helpful
Kelly MCustomer 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.
Customer experience was wonderful.
Rebecca Llove the people that are working here is helpful and hard working
Hoang QTried to overcharge me for fuel for an 11 mile round trip. We negotiated a fair fuel charge.
Howard KFast in and out. Prepared. Great to deal with.
Randolph LClerl was friendly and accommodating. My biggest complaint is that the vehicle had only 1/4 tank of gas when I picked it up for a 50 mile trip. My boyfriend said the clerk told me but I missed that, I only remembered that the tank had to be 1/4 when I returned it. The inside of the truck floor hadn't been cleaned between customers and dirtier than I would have expected. The truck had more features than I expected which was nice, but it took me almost the whole time to find the radio controls!
lia KYour team has to check the break. When released the truck notifys the driver the parking break is still being used
Emmanuel SCustomer service at front desk was very helpful, provided clear instructions and was very responsive with all the questions.
Cristina WOmar was truly exceptional in his customer service. He addressed all business exceptionally well. Thank you.
Robert CThank you guys ur the best
MAHRANE AThe service is excellent, fast and courteous. The folks that work there are very helpful. However, the van is another matter. The side windows didn't stay in place. The ride was anything but smooth. I have leased vans before from this location. This time the van, I think it was fairly new, was, well quite honestly was terribly to drive. The ride was anything but smooth. The doors were not easy to unlock . The interior was uncomfortable and noisy. The metal divider, in particular was noisy. There wasn't a good place to put my phone so I could see it while I was driving. I seriously hope this van was a one off. But if you have bought more of these lemons, I can easily tell you, you will lose business. I know that I will be needing a van again. Will use this location again but if I get another van like the last one, that will be my last lease from you guys.
Marcy AGreat
Andre LSuper friendly and helpful staff, esp Dante was helpful when I dropped the van off.
Anne OThe first truck I got was out of gas, then when I proceeded to try filling it up, the gas started flowing out of the bottom through a hole someone had drilled in the fuel line/tank. I got a different truck, had a fine experience, then put 2 gallons in it to replace what I used, then still got charged for a 2 gallon gas charge from uhaul. Cant say I'm surprised. The guys who working the counter at pickup were great, it's just a low business model. I get sh*t happens, but you gotta compensate someone who poured gas all over the ground on the corner of mission and 14th st. because of your faulty machinery. Lol.
Sam EThe team at the Valencia Dt location were very helpful and very knowledgeable about the app checkin and super helpful! GREAT TEAM!! I’ll definitely come back to this location because of them!
Keaka Rpor ser primera vez si el agente muy atento y muy profecional gracias
Luis PGas tank was low, have maintenance massage alarm on dashboard, windshield was not clean and hazy
Ahmed GVery convenient location. Customer service is always excellent and consistent.
Robert MU-Haul team was awesome! But I reserved a move helper, they didn’t show up, and I called them. I talked and texted for confirmation, and both confirmed. Only this one was disappointing for our moving day.
RIEKO DThe windows were filthy…please improve in this regard.
TORR MInterier of the Stag Cargo Van was dirty inside the front and back
Tlielaxu MGreat customer service. Friendly and helpful. The U-Haul app is very quirky.
Richard OYou constantly over charge me
John GVery happy
Bartek SI agreed on a price online and when I arrived at the facility, there was an additional “facility fee” of $13.95. You assholes owe me money. Please refund. The truck was fine, and your man at the desk was great.
Wade DI value efficiency. It's now been twice in a row that I get assigned a U-Haul vehicle that is blocked by other cars. With management over no more than a couple dozen cars, why can this location not keep track of what vehicles are unblocked? Of course when I first get assigned a vehicle I cannot use I have to get back in line to get another one assigned (contrasting the efficiency I value). Likewise, when I have already checked in online - why do I have to answer the same questions in the store and agree to the same documents? Thank you for wasting your time. The first time I used your online system several years ago I was impressed by the experience. These days I cannot even use it because it does not work on my phone. But even if I could I am not sure I still would given - per recent experiences with my wife's and kids' phones it feels like the online experience has introduced more friction.
MARK VRefusing to allow counter check-in is just stupid when you have two associates sitting there. It also doesn’t work to have my business account flow through my app - connected to my personal account- and having to argue to get service sucks
Alex FKeep up the good work
DAVID WThe air conditioner did not actually blow cold. Also, they charged me for gas when I picked it up it was completely empty which I have a photo of. I returned it with 50 miles of range left, and when I picked it up, it was 0.
Forrest GThe personnel were excellent, equipment, vehicle very clean functional. However, physical location is difficult to navigate, especially to return truck.
ROBERT WEveryone from the time I arrived, and despite my issues with my phone, were extremely helpful and quickly resolved the issues and got me the rental. Perfect experience, both at pickup, and also return
PRAVIN MThe best of the best
ALIPATE MThe location is fine. The vehicle had issues -- the air conditioning was not functional and one of the cables pulling the rear door up was tangled so the door kept getting stuck in the up position. The in-browser pickup experience was awful. There is a bug on the screen where you have to take the photo of the vehicle -- the buttons are not shown. I'm using Chrome on iOS. I could not proceed with the process. Another step in the workflow (mileage and gas) -- the button to proceed was greyed out after filling out the form fields, so I got stuck there. Do you guys not test your software? The basics don't work, I almost was not able to pick up the vehicle. The forms ask for a bunch of info at pickup time that could have been asked for before pickup. This wasted 10 minutes during pickup -- I was in a hurry. They also ask for many pieces of info 2 or 3 times. you can do better.
ALEXANDER SThe front desk staff Dante was awesome, made the process smooth and quick and deserves a bonus!
JAYLEN W👍👍👍👍👍👍👍👍👍👍👌
MONDHER NJust keep on doing what you're doing. The person who took my call was super friendly, helpful and we had the reservation so quickly I was amazed how easy it was. It was very helpful that you had retained my information on file, which frankily means I'm highly likely to return rather than go to any alternative company.
THOMAS WThanks for the quick and friendly service!
JAMES MEverything was fabulous.
MICHAEL IJaylen was such a big help today!
NIESHA BEasy pickup and return. Location staff polite, professional, and respectful. Great experience, definite five-star review!⭐️⭐️⭐️⭐️⭐️🚛💨
John BWhen I signed up online to rent the van I was told I could check in manually at the counter. When I arrived 2 men were sitting at the counter not helping other customers and told me I had to do everything on the app. I think it should have been made clear that all pick ups are on the app. Thank you.
Claudine MVery friendly during pickup, but charged me a refuelling fee despite returning it with the same amount of fuel.
Julian SThe staff at this location were SO great. Super helpful and efficient, many thanks to these guys to making a stressful move easier.
Maya L🙏 🙏 🙏 🙏 🙏 🤙 📞 🚚
MONDHER Ngreat service and pricing and easy to reserve and check in on line , only problem is at checkout the photos of vehicle do not upload as requested in the link sent, have to take multiple photos with my phone as support to vehicle status prior to check out.
FREDERIC WThe staff was helpful and friendly. The shop was clean and neat. The trucks were all ready to go. It was easy for me to get in and out.
MANUEL GGreat customer service
SHAWN RThe man at the counter was very helpful.
Sascha KEveryone on the staff was great and super helpful
Lily Dcheckout process is incredibly tedious via the app. i needed a truck to move a piece of artwork one mile and it took me as long just to go through the checkout process. i’ve used u-haul multiple times in the past and this time requiring secondary contacts or passports was absolutely insanity. i’ve rented luxury cars that require less tedious of a rental process. i will NEVER use u-haul again for quick moves like this.
Morgan Gthe verification process needs to be changed or booted altogether. i don’t understand why i need to be verified to rent a uhaul when you guys ALREADY have my information. i have an account with the same information that you guys can easily pull up in your database. the contacts i provide never go through and it just delays my rental time. stop this shit
raelina bWhen a customer specifically asks to park in the front lot where there are 10 spaces bec they’re renting one of your piece of shit vans, maybe have some flexibility an allow them to. Your app is a piece of crap.
Michael M$22 fuel surcharge for driving 5 miles is absolutely insane.
Chase HPeople at the location were very good. I was given a truck that was pretty beat up - driver door would not completely open, lots of dings on both doors, steering wheel pretty worn out. All that said, it worked fine for the moving I was doing (so, truck was reasonably clean, but pretty beat up).
Ed HGood Job and Nice staff
Glenmar CEverything was good
JULIO RI ve had a large move this month and have scheduled and rented a box van practically every day for 3 weeks running. On more than one occasion I have been charged more than the quoted estimate . Same route so same miles same gas consumption same time frame. The gas gauge method of establishing fuel level is so arbitrary and even after showing check in staff a photo of fuel level with starting milage indicated in photo ive been charged your gas fee even though I proved I returned your equipment with more fuel than when I picked up and traveled fewer miles. If it wasn't so convenient I would rent from another. I feel taken advantage of and a bit duped. Not happy with the experience at all. Your rental staff on the other hand has been nothing short of fantastic. Return crew in a word ... horrible. I leave angry and with little recourse. I will look for other options next time I rent moving equipment. Signed frustrated renter
DENNIS HFrom start to finish the easiest , friendliest, and stress free U-Haul experience I’ve personally ever had. What a great staff
Hector RThe guys who work at U-Haul are just the best. Knowledgeable and helpful. The women are equally so and sometimes better.
JAMES RVery nice customer service
John MBe KNOWLEDGEABLE & clear on “After hours policy & procedures” And LISTEN to information given by customer NOT just relying on what’s left on file.
Zeloveia HThe people were great. The clerk that checked me out the van and the two folks that checked me back in were efficient and easy to work with.
SARAH NThe guys were professional and efficient. I would highly use the service again if I need to remove stuff.
JEFFREY CUhaul has good prices! It’s the second time I move with them. Omar gave me a good customer service!
David SOmar, the man behind the counter, was very helpful. He's great.
Ricard kAgent was really helpful and knowledgeable. Fantastic customer service!
heather cThe onsite Staff at the Valencia St. Location were Fantastic. They when above and beyond to ensure i recieved quality service and did so with terrific attitudes and authenticity. Ill be recommending this location to all my network and you all will continue to be our choice for the moves we make for our unhoused community. Thanks so much
SILENA LThe folks working there were nice, but the pickup and return experiences were both stressful. When I got there the person at the counter asked me to use the self-service option instead due to a new company policy, but then the location check didn’t work and I needed to have a person help me anyways. When I dropped off the van, I had to move it to a different lot, and when I went back in to turn in the key apparently someone had been supposed to help me in the lot but hadn’t? Again, the people were really nice and wanted to be helpful, but it was overall really confusing and unnecessarily frustrating due to the emphasis on self-service. The truck was clean, new, and ran well so that is a plus!
BROOKE F