Customer Reviews for U-Haul Moving & Storage at Burlingame

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.

Testimonials from recent customers of U-Haul Moving & Storage at Burlingame

Overall rating:

Reviews without text are currently hidden. Show them shown. Hide them

Angelique D. on

Rating:

improve wait times

michael o. on

Rating:

The guys working there act and behave like they would rather not be there. There's no sense of urgency and it's almost like you're inconveniencing them by requesting to rent a vehicle. Long wait times to get a vehicle and long wait times to return a vehicle.

Michael W. on

Rating:

Customer did not leave a comment.

melissa r. on

Rating:

Make sure the correct equipment is on the truck. Make sure there are not any emergency calls because truck has issues.

Donaldlee B. on

Rating:

Great place as always

Markwilliam M. on

Rating:

Customer did not leave a comment.

Nancy G. on

Rating:

They went above and beyond,to get us a pickup.

Travis S. on

Rating:

Ensure that the phone representatives and store representatives are on the same page. It's frustrating when I go in anticipating a price that was agreed upon over the phone, and then I go into the store and they charge me twice as much. It's a bad business model to take advantage of the fact that people come in not having another choice because they need to move or haul something that day, and you decide to lie and charge more. I'll look into other moving options in the future.

Joel P. on

Rating:

Customer did not leave a comment.

Peter L. on

Rating:

There was no a/c in the Uhaul. It was not something I checked when I first got in because it was 58 degrees outside. But the 7-hour trip became pretty rough as the day went on. Even with the window down, as I approached temperatures in the upper 90's, it was not pleasant.

John B. on

Rating:

Customer did not leave a comment.

Erin A. on

Rating:

The staff were very friendly and kind. The truck’s steering was extremely loose and the brakes were virtually non-existent. I would recommend someone taking a look at the truck before lending it out to anyone else. Other than that it was a pleasant experience.

Mary O. on

Rating:

Customer did not leave a comment.

Shawntina F. on

Rating:

There should be more staff available on Saturdays as this seems to be a busy day of the week. There was a long wait when arriving but the representative was helpful.

Scott D. on

Rating:

Customer did not leave a comment.

Frederick S. on

Rating:

Customer did not leave a comment.

James S. on

Rating:

I'm very happy with your service

Lynnelucille C. on

Rating:

members were very helpful and made it an easy transaction

Karlie D. on

Rating:

1) Made appt online, went to appointment on confirmed day/time only to be told that I missed the appointment as it was the previous day. I HAD EMAIL CONFIRMATION WITH CORRECT DATE/TIME. 2) Location was unable to pull our order for at least 30 while we stood and waited in the crowded lobby. 3) After putting in a new appointment for us our credit card was charged twice after the fact. I have spoke to 5 different people in attempt to have this corrected. I am getting nowhere. This has been going on since April 2019 and now its the middle of July and I have wasted at least 2 hours of my time on the phone trying to get this resolved.

George D. on

Rating:

Maybe have 3 people working so you can check out and get your equipment In a timely manner. I also wonder why the website has you put info in and some of it is saved, then the customer service agent re enters all the information. The web site should give you a easy order complete button instead of having to page through all the other suff and click a no thanks button, and put the no thanks in the same place on each page. It is always difficult to just rent a trailer because the link always takes you to trucks. I rent trailers, I don't want to page through every other thing you offer.

Scott F. on

Rating:

Customer did not leave a comment.

Jeanette W. on

Rating:

Customer did not leave a comment.

Jeff F. on

Rating:

Customer did not leave a comment.

Hilda M. on

Rating:

Customer did not leave a comment.

Renita N. on

Rating:

Customer service was phenomenal .The staff Was very helpful step by step instructions. Will be returning soon. Thank you so much.

Amy L. on

Rating:

Customer did not leave a comment.

Bettiann A. on

Rating:

Customer did not leave a comment.

Donaldwayne S. on

Rating:

Customer did not leave a comment.

Michael H. on

Rating:

I have used this facility several times. These guys are good and helpful! I highly recommend them. The store is also nicely stocked. I may be back soon to buy a hitch-based bike rack and a few other things.

Sean N. on

Rating:

Customer did not leave a comment.

Michael M. on

Rating:

Excellent!!!!

Chris B. on

Rating:

Customer did not leave a comment.

Chasady W. on

Rating:

Customer did not leave a comment.

Candace M. on

Rating:

The gentleman who waited on me was very approachable and helpful.

Rikiya H. on

Rating:

I was helped by Ms. Curtis. I believe her name was Lisa. There were extenuating circumstances regarding my rental and she took very good care of me. She went above and beyond to address and resolve the issue. May God bless her with all she needs and much more!

MASON M. on

Rating:

Customer did not leave a comment.

David S. on

Rating:

Customer did not leave a comment.

Jun T. on

Rating:

Customer did not leave a comment.

Jordan D. on

Rating:

If I look at just this one experience I would say it was fine. The employees were not overly helpful when it came to the questions I had regarding the online pick up. Also, they didn’t review the contract with me, or informed me that I was signing a contract when I believed I was signing for the use of the credit card (which should have been on file through my reservation but was not so needed to be provided at time of service), so I actually ended up having the wrong kind of reservation by mistake (in town vs out of town). I will admit I should have looked at the paper they put in the information brochure, but as a service they should have reviewed with the customer the service being provided and important pieces of the contract. I can honestly say I would not recommend this location to anyone as service was poor on multiple occasions during this move and the equipment check out procedure was non-informative and rushed.

Ryan D. on

Rating:

Customer did not leave a comment.

Ian M. on

Rating:

I apply for the 24/7 mobile pick-up option since I had to pick my truck up at 7am, which is not within business hours and my truck was not ready. I even made sure that I was enrolled in the mobile pick-up option by coming the store on Friday during normal store hours to make sure things were all set. They also explained that I should have no problem with dropping my U-Haul at Storage Sense in Jackson, MI, which is a U-Haul provider. With all this being said, I had to wait outside the store until 9am to talk to people at the front desk to find out that I am unable to drop my U-Haul up at Storage Sense and it has to be U-Hauls main campus in Jackson since they need the truck and that they have it in their system that I never enrolled in the Mobile pick up option even though I was told I was 2 days earlier. Due to the location on my storage unit and the Jackson downtown U-Haul campus I had to drive extra mileage and pay for it. I did not find the costumer service to be very helpful and supportive of my needs. I used extra time to get everything set for my move to find out that it was handled incorrectly.

Patricia F. on

Rating:

Customer did not leave a comment.

Christine A. on

Rating:

The online check in didn’t work. Then the system in store didn’t work. But Hugh, the young man waiting on me, was fantastic and figured out how to get my order completed. He was cheerful and never complained once about the extra steps required. I wish there were more employees like Hugh in the service industry!

Sean N. on

Rating:

Customer did not leave a comment.

Jon D. on

Rating:

Customer did not leave a comment.

Thomascharles V. on

Rating:

Customer did not leave a comment.

Dean H. on

Rating:

I was very pleased with the service!

Lora W. on

Rating:

Customer service workers at the front counter and when i brought the truck back were very friendly.

Brian S. on

Rating:

Had to make five trips to complete the job. Poorest service of all time. Will not recomend u haul for a hitch instalation ever

Marcelo A. on

Rating:

The roof of the box had a leak and caused water damage to my property.

Michael H. on

Rating:

This location has everything U-Haul! It is the most complete U-Haul location I have ever experienced!

Nathaniel R. on

Rating:

Customer did not leave a comment.

Vincent V. on

Rating:

Customer did not leave a comment.

Danieljoseph L. on

Rating:

Its convenient. But plan om waiting for any service. People are nice but unless your the ONLY customer, your going to be a while.

larry e. on

Rating:

not very personable

Miranda L. on

Rating:

I couldn't find my original rental truck online so when I went inside and asked the employee she was very helpful and helped me find my equipment!

Daniel B. on

Rating:

Have more clerks so customers don't have to wait for over an hour to rent a truck or trailer.

Douglas W. on

Rating:

Customer did not leave a comment.

Eric M. on

Rating:

Have more staff available to assist customers.

Rodney l. on

Rating:

Customer did not leave a comment.

barb e. on

Rating:

No negatives-fast/professioanal/courteous at check in/pickup.Same on return of the vehicle

Joe W. on

Rating:

Return went well.

Mark C. on

Rating:

Not enough people to handle the customers at times.

Richardalan L. on

Rating:

Customer did not leave a comment.

Jay H. on

Rating:

Only two desk agents on duty on a busy Saturday morning. Over 30 minutes wait just to get to the counter. One agent waited on the same customer longer than I was there. (was being waited on when I arrived, still at the same counter when my rental was completed) Upon return Sunday morning, only two agents at this location total, but just as busy as Saturday morning. Again, waited over 30 minutes for a RETURN. Only 3 people in front of me = over 10 minutes per patron. At least on Saturday, the ONE agent that was shuffling people thru was averaging less than 5 minutes per customer, or I might have been there for over an hour! P.S. Motorcycle Trailer does NOT have a LOCKING front wheel chock, just approximately 4-5 inch deep V-shaped cut-out. AND, came with NO straps - must purchase straps or bring your own. Be sure to remember an extra for front wheel.

Ranaychristina R. on

Rating:

Customer did not leave a comment.

Jenny G. on

Rating:

Customer did not leave a comment.

tyrone m. on

Rating:

Customer did not leave a comment.

Cathy P. on

Rating:

This return location was switched from my requested location on the day of the rental. The distance of this location then put me over my allotted 60 miles, which I was then charged for the extra miles. Not happy.

Tyler V. on

Rating:

The pricing and equipment was fine but the customer service was extremely poor. I reserved a unit online and was told to expect a confirmation call before the rental. It never came. I was able to pick up my rental but when I did the staff failed completely to mention that my scheduled return time was after hours. I was given no explanation about where to park the trailer or that since it was after hours I would have to use the mobile check in. Luckily I was able to figure it out from the uhaul website but it would have been nice to know ahead of time to plan for that instead of having to figure it out at the end of a long day. I will use uhaul again but never this location.

Kevin V. on

Rating:

Meet your appointment times. Have better face to face customer service (try to act like you care)...same goes for the online chat - cold and rude as well. I cancelled my order after being screwed all morning waiting until 11:30 (maybe could do it at noon....) for an 8am appointment for a hitch install.

Steve C. on

Rating:

Customer did not leave a comment.

Jennifer H. on

Rating:

Customer did not leave a comment.

Steven H. on

Rating:

Customer did not leave a comment.

Adam P. on

Rating:

Better counter people. I understand you get what you pay for. I'm guessing you pay the minimum.

Jennifer T. on

Rating:

Has improved since the last time I rented from this location.

Anthony B. on

Rating:

Courteous and friendly staff.

Johncyrus R. on

Rating:

Very friendly service. Employees were courteous store was very busy Saturday..

Robert L. on

Rating:

Great experience period. Thank you!

Meghan J. on

Rating:

Customer did not leave a comment.

Anthony T. on

Rating:

They plugged my information into their phone and sent me on my way. I was surprised they didnt do the inspection while I was there.

CHRIS P. on

Rating:

Had no trouble,great salesman,easy pickup and drop off. I would rent a Uhaul from here again

Bryan S. on

Rating:

Customer did not leave a comment.

Alex H. on

Rating:

Truck smelled like smoke and employees were rude when asking questions about pickup and drop off.

Shauna M. on

Rating:

Customer did not leave a comment.

William D. on

Rating:

Customer did not leave a comment.

Ryan S. on

Rating:

Customer did not leave a comment.

PAUL S. on

Rating:

Customer did not leave a comment.

Scott P. on

Rating:

Customer did not leave a comment.

Victor A. on

Rating:

Customer did not leave a comment.

Ryan M. on

Rating:

Customer did not leave a comment.

tom v. on

Rating:

Customer did not leave a comment.

john b. on

Rating:

Not happy with uhaul. I will use another service on tbe next move.

DOUG P. on

Rating:

Customer did not leave a comment.

Liz M. on

Rating:

Customer did not leave a comment.

geneva j. on

Rating:

Excellent service and very accomadating

VIVIANA C. on

Rating:

The customer service was awesome. It was quite busy but they were always kind. The truck was clean and useful for what we needed. The only one thing, the truck had a very strong smoking smell. I thought the trucks were not smoking.

Bruce C. on

Rating:

Customer did not leave a comment.

David N. on

Rating:

Customer did not leave a comment.

Peter V. on

Rating:

Customer did not leave a comment.

Aaron G. on

Rating:

Customer did not leave a comment.

Laura L. on

Rating:

Very helpful and wonderful staff

Christine L. on

Rating:

I have used this location several times and I always get good service

thor n. on

Rating:

Both pickup and delivery were handled professionally.

ray g. on

Rating:

Truck cab had strong smell of marijuana. Air freshener would have been nice.

Kimberly Ann F. on

Rating:

The line at this Uhaul place was horrible. They need to have more workers at this location.

Thomas D. on

Rating:

Customer did not leave a comment.

suk g. on

Rating:

Customer did not leave a comment.

Neil S. on

Rating:

This is the best U-Haul location - period. Lisa and team are always friendly and helpful. I hate moving but they make it a little bit better.

James R. on

Rating:

Customer did not leave a comment.

Carter M. on

Rating:

The storage facility was supposed to be securely locked indoors, but for months if you turned the handle to the security door upwards it would open without the key card. I reported this several times.

Diane O. on

Rating:

Customer did not leave a comment.

Jenny T. on

Rating:

The guy was super friendly, and he seemed to be the only associate working and it was very busy. He engaged in conversation, even tho he was working as quickly as possible.

Jordan K. on

Rating:

Customer did not leave a comment.

John U. on

Rating:

Customer did not leave a comment.

Stephanie H. on

Rating:

Customer did not leave a comment.

BRUCE F. on

Rating:

Customer did not leave a comment.

CHRISTOPHER S. on

Rating:

Extremely slow service. Long lines.

Stephanie H. on

Rating:

Customer did not leave a comment.

jack p. on

Rating:

Slow service need more people.

Robert S. on

Rating:

We received excellent customer service.

Ace F. on

Rating:

When you tell a customer the key is outside in the box when it's actually not don't make them wait back in line just so they can find out the key was on the damn desk the whole time.. but other then unknowledgeable employees the vehicles are kept clean.. so not all bad..

TYLER D. on

Rating:

Employees were not very personable or friendly. Saw multiple employees get in fights/yell at customers who were just asking questions. Customers took a while to get serviced and when picking up my equipment we went through 3 different pieces because the system was not functioning.

Matt R. on

Rating:

I waited over an hour to get my truck. Even with using the app to schedule everything. It didn't work and I had to wait in line to get my truck. Then they couldn't find the keys. I wasted an hour when I should've already had the truck. I was told by one of the employees there that he would make sure I wasn't charged the full amount. So Far, I haven't seen any discounts. Please respond as soon as possible.

EUNJIN H. on

Rating:

Customer did not leave a comment.

Kurt B. on

Rating:

Customer did not leave a comment.

Chris S. on

Rating:

Customer did not leave a comment.

Ruben S. on

Rating:

Long wait clean truck well

Todd K. on

Rating:

The guys that helped us were awesome. Very friendly and prompt.

Mark C. on

Rating:

Customer did not leave a comment.

Michael M. on

Rating:

The license plate on my trailer was torn off. I only noticed this after I left the lot and arrived to pick up my item to be towed. I would hate to be held liable or be pulled over by authorities with this issue. Otherwise this location has reasonably fast and very helpful staff.

David G. on

Rating:

There was not clear instructions on where to drop the keys. I had to figure out the lockbox system myself.

Brooke B. on

Rating:

Customer did not leave a comment.

SCOTT S. on

Rating:

Customer did not leave a comment.

Kyle S. on

Rating:

Didnt get my dolley and furniture packs

james r. on

Rating:

Rental was very smooth and easy. Thanks.

Albert T. on

Rating:

Customer did not leave a comment.

Jean S. on

Rating:

I was greeted very nicely even though they were busy. I pointed out the defects on the trailer and they said that it was bad; not any exaggeration on my part. They also said that they were happy that I was safe. They apologized for the experience even though they had nothing to do with it.

Walter H. on

Rating:

Customer did not leave a comment.

Michael D. on

Rating:

The check in guy was super slow and asked me the same questions for forms I had already filled in online. Took about 25 minutes to check out a truck. Then when I returned the truck and tried to park it. The same guy started honking at me incessantly and aggressively shouting at me for not going through the equipment return lane. Well, when you have signs that are super small it makes it difficult for customers to see it. Either way he was rude and unprofessional. Don’t think I’ll be coming back next time.

Thomas W. on

Rating:

Customer did not leave a comment.

Gail G. on

Rating:

The seal I. The doors was not completely intact- repairing that would cut down on the noise inside the cab.

OSMAN G. on

Rating:

Not a huge fan of the staff having to take pictures of your drivers license with there personal phones with what appears to be a U-Haul app. Invest in a scanner or get a “company phone” guys were really nice just seems like a sketchy policy

Rashika L. on

Rating:

Customer did not leave a comment.

Michael H. on

Rating:

Customer did not leave a comment.

Paul M. on

Rating:

Customer did not leave a comment.

Ben D. on

Rating:

Customer did not leave a comment.

David S. on

Rating:

The person helping me check in the equipment, Rick Parker, was very helpful and friendly.

Lauren G. on

Rating:

Customer did not leave a comment.

John B. on

Rating:

Everyone there was unprofessional. There were 4 guys behind the counter and no one said hello. I had to try to engage with them. They joked with each other and ignored me altogether. Honestly, they all should be fired. I felt very uncomfortable giving them my credit card information as they all looked and acted untrustworthy. Uhaul needs to pay attention to what is going on there. I witnessed another customer who was also very uncomfortable with the situation. I can tell you for sure that Uhaul is losing a lot of business with the way this location is being managed. Absolutely zero customer care.

Bryan B. on

Rating:

Customer did not leave a comment.

tom c. on

Rating:

Customer did not leave a comment.

Alan C. on

Rating:

Staff at the Burlingame facility were very unprofessional. They were not welcoming and not interested in providing quality service. Customers kept getting passed around. Camera in storage faced wall.

Jon B. on

Rating:

Don't convince customers to drop off the key so they don't have to wait so long and tell them the receipt will be emailed to them, then put charges on their bill that they do not owe for. That is crooked, cheating, and stealing.

Arturo Z. on

Rating:

Henry was extremely helpful and went above and beyond to help me with my trailer hitch so I could get on with my work. Without his help I would have never gotten it done!

Richard P. on

Rating:

Manager could be a little more friendly.

lynnette d. on

Rating:

too bad U Haul does not have portable 2 track ramps available to rent also

Shauna M. on

Rating:

Personnel was very rude. Put the receipt on the counter, didnt say anything to us, and went back to texting on his phone. Was very ignorant when we arrived to drop off the Uhaul. We will be using a different location for our next rental.

Amy Y. on

Rating:

Customer did not leave a comment.

John C. on

Rating:

Drop off was simple.

mildred t. on

Rating:

I was lie to from the 8 hundred number for the uhaul reservation lady said that I would have a storge place XL I asked for when I got there it was not one available, so I had to wait four days, it

Ramona D. on

Rating:

The storage units on line aren’t even the way the units truly are in person‼️‼️ And I was told I HAD to purchase a U-Haul lock. This will be my first and last time renting anything U-Haul.

Brenda R. on

Rating:

Not only did they need to on storage so when I drive for 13 hours to unload, I could not! Forcing me to leave the 20' truck and trailer. The cell to call if I has a problem this will not allow me to

Charles F. on

Rating:

No comment

Alfreda L. on

Rating:

Uhal provided excellent service to me as a customer at the Burlington street location in Wyoming Michigan.

Mike R. on

Rating:

Did not use

jeff f. on

Rating:

I found it to be A great place too Store my belonging Just all aaaaaaa God bless every body That work their christa Was super she should Area manger

brian n. on

Rating:

Have a great day!

paul d. on

Rating:

Everything was great 👍

hannah t. on

Rating:

There were problems every step of the way and we did not end up with what we were promised.

jens p. on

Rating:

There storage unit was not what I reserved. False advertisement and fraudulent ways of action.

Shannica T. on

Rating:

The manager Lisa was very very rude and unprofessional she made inappropriate comments about my personal account load and in front of a store full of customers and proceeded to argue with me.