Customer Reviews for U-Haul Moving & Storage of Carmel Mountain

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 of Carmel Mountain

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gladys T.
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Always have someone at the front desk at all times so customers don't wait for long.

Adam W.
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Customer did not leave a comment.

Peter S.
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I have had a terrible experience with u-haul , 2 separate times, once several months ago and today, both times regarding a car dolly. After a terrible experience months ago I decided this time to reserve online, so I went thru the entire process and even paid and confirmed the time, and when i arrived i was told there was no such trailer there that day. I had to leave and called customer service and was then told there was one about an hour drive from temecula in poway and so I asked for it to be reserved, I then drove an hour to a poway u-haul and was then told they had one however it was only available for in town use, I had told the operator exactly what I needed to use car dolly for and where I needed to drop it. From here the guys that worked there found another one available for a one way about 3 miles away and I went there. This is where i had to deal with the most horrible customer service I think I have ever had, worker kayla olehauser was so rude, condescending and just plain !×$=**> I almost left, however I had been on a 3 hour waste already and I needed to have the trailer so I just had to grin and bear the BS I got from her. Suffice to say, besides the rudeness she also told me it would be over double the price I had originally made the reservation for. So, I needed up paying the $180 there just because I needed to use the dolly. The fact that we can not call a specific branch is enough to make a person never use a u-haul dealer again, as a matter of fact, just based on principle alone, I would never use a u-haul again, and turns out there are other choices for the rentals I need and so I say, "u-haul can go to hell" i will go elsewhere. I just wish i could post this everywhere on the internet, not just here where it will fall on deaf ears.

SHEA S.
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I'm consistently amazed by the people you have working for you. I always end up in a better mood having spent a moment or two with them. Congrats!

Christine V.
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Most employees were respectful of the face covering requirement. One employee was insistent on wearing a bandana that was never covering his nose and/or mouth. Yuck.

Oliver F.
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Truck had a major fuel leak in the filler pipe that became apparent when I tried to fill up the gas tank and gas spilled all over the place. A major safety risk that your staff didn't seem to be too concerned about. I wondered why the truck smelled like fuel but when I picked it up at night I couldn't find the source.

Berthold S.
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Generally very happy with friendly staff and reservation method. Unfortunately, your computer system wasn't up to par when I was at the office a day before pick up, and we wanted to make reservation. Had to wait in line the next day to pick up truck..

Daniel O.
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Customer did not leave a comment.

Cornelius C.
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Customer did not leave a comment.

Maura K.
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Customer did not leave a comment.

Srinivas H.
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Untrained and unprofessional staff. Dirty facility.

STEPHEN B.
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General manager was very helpful and friendly. I would highly recommend this facility

WILLIAM R.
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Customer did not leave a comment.

DALE K.
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none

verney G.
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The hold time is longer than 20 minutes. Customer service is horrible and they always have problems with their system. This was the worst experience I have ever had and would never recommend them to anyone.

Courtney A.
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Customer did not leave a comment.

garry W.
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Not give me with a truck that was nearly empty of gas. Didn't notice until I was on the freeway. Major pain in the a$$.

Steven E.
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Customer did not leave a comment.

RYAN B.
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Overall....clean, fast and efficient. Only issue.... I paid $10 for moving pads as I thought I needed them. I didn't end up using them. They came plastic wrapped. They returned untouched in the plastic wrap. I let them know that they were not used and still wrapped. I still ended up being charged. It's not the $$.... it's only $10, I get it.... but more the principle. You would think for good customer service they'd say “hey you didn't use these, we'll take em off the bill”.

Allison H.
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The people at the physical Uhaul location were fantastic and super nice. However, I was double-charged after being assured I would not be and then had issues with Uhaul confirming with me what another charge was for. I have never had this many issues with a company before. The physical location people did everything they could to help but I had so much trouble with getting my order and price straightened out.

Lindsay S.
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Kayla was very helpful and is the reason my experience was so excellent. I can tell she takes pride in her job and is a kind person. This is a superior manager at a superior U-Haul location.

SHIMON M.
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Customer did not leave a comment.

Dennis G.
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Customer did not leave a comment.

Andrea B.
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I've used this location twice and at either the pick-up or drop-off, there wasn't anybody at the front desk. This most recent visit, I was able to find someone immediately because I heard someone in the back of the store. Understandably, someone may not always be up front, but perhaps posting info that if someone isn't, to either call a certain number or knock on a certain door so customers don't have to walk around the building....maybe? Not upset or anything, just thought I would share the experience. Thank you for providing the truck for my moving needs.

Jeffrey S.
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Customer did not leave a comment.

Candace R.
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Customer did not leave a comment.

Francesco R.
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Customer did not leave a comment.

Leo B.
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Customer did not leave a comment.

Robert L.
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Everything was great and especially your manager Kayla. She was most helpful and showed great leadership skills. Thank you!

donya O.
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I am very dissatisfied with my ubox order. After loading it was shipped very late and it took a month to be delivered and then it took so long to be picked up after being delivered. So I was charged for the second month of ubox rental. Horrible customer service! I have been calling uhaul 100 times to track the ubox and told them that I should not be charged for the second month of ubox rental, it was delivered late and the whole process took 2 months!!! Will never ever use uhaul again!!

DAVID M.
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NOthing. The team there is good.

BRIAN S.
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The gentleman who helped me was excellent. The truck was dirty on the outside (driven through mud and not washed - not a big deal). The inside of the box was clean. The truck had 138,337 miles on it. The lower dash fell off when I released the parking brake. The passenger side view mirror would not hold, therefore, making for a safety hazard as I could not see what was on my right when wanting to make a lane change.

DAVE M.
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Customer did not leave a comment.

Tien B.
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Customer did not leave a comment.

Francesco R.
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Customer did not leave a comment.

Omid M.
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Customer did not leave a comment.

jeffery L.
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None I can think of it! Met and exceeded my expectations!

Louis A.
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Customer did not leave a comment.

Jeffrey W.
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Thank you!

Julia M.
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This is not my unit!!! I have called your company 4 times and I am still waiting for your Corp. Office to return my call after they investigate this problem!!! I had one pod in January and it was delivered unpacked and returned in January! I did not rent other pod in July!! Please stop billing me for this unit!!!

Susie B.
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The manager Kayla (I think) was awesome and very helpful! Thanks for making our stressful move less hectic!

PARISA A.
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My experience by uhaul company in general was awful.....but employees in poway location were really helpful especially the person whom was Norwegian/American and i don't know his name. And also the Carmel mountain location had a great customer service.

margaret F.
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incredible experience. Very helpful and really nice employees. Kayla and another employee with long blonde hair ( wish I had her name) were incredibly helpful to my daughter and I, assisting us with a lock issue. They have wonderful customer service skills and were genuinely kind. Thank you for an excellent experience. I hope these two wonderful women will be recognized.

Andrew G.
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Keep doing what you are doing

FREDRICK Y.
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Wonderful professional service.

Jennifer B.
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Excellent services. Will recommend to all my friends with smaller moving items.

David M.
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Nothing. Everything was easy.

Nijha B.
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Customer did not leave a comment.

BRIAN H.
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had to drive an hour in traffic to get there and back, the truck was dirty and had no gas,staff was not trained in customer service or just the basic Uhaul policies!

Jonathan B.
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Customer did not leave a comment.

Aaron S.
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Customer did not leave a comment.

stephen S.
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I was unhappy upon checking in to pick up my vehicle that there was a $0.99/mile charge in addition to the $29.95 rental fee that I was quoted over the phone. This made the rental considerably more expensive than I expected from my conversation with your service representative. At the point when I was checking in, it was too late for me to consider other rental options. This is a deceptive business practice, and I'll be sure to let everyone I know that UHaul operates this way. Stephen Stohs Unhappy customer

Lisa F.
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The employees here were fabulous. Very helpful, considerate n knowledgeable. Great experience. I will use them again.

Andrew G.
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Great customer support!!! Sad I'm moving from this location...best ever

Kandi P.
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Customer did not leave a comment.

eric E.
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The cargo van I rented has transmission issues after driving for more than 40 mins

Ramon C.
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Customer did not leave a comment.

james B.
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Too expensive, won't consider them in the future.

KAMRAN J.
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Fast clean service ☺️

Cheryl B.
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Maybe have another employee there to help.

Gordon L.
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It is extremely confusing and difficult when ordering a UBox and help. Requesting or paying for UBox load and unload should not mean just drop off boxes or that is how it should be stated. When reading load & unload I believed it to mean they would be loading my things into the UBox & unloading them.

Andrew R.
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Customer did not leave a comment.

christopher B.
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Customer did not leave a comment.

KEVIN H.
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Thank you for transferring my van over from the other Uhaul location, that was very convenient for me.

JAMES H.
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When I arrived everything was ready to go with my truck, trailer, and U-Box. Kayla and Jose had a good deal of activity going on but acknowledged me immediately and let me know all was prepped. Daisy handled my paperwork and was friendly and professional in processing my order of supplies and rentals. Check in at end was as efficient as it gets with Jose meeting me within seconds and closing on his hand held. Thanks to all!

Andrew G.
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Customer did not leave a comment.

John P.
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Customer did not leave a comment.

DOUGLAS H.
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smooth all way around

Parkie S.
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I have used thiese UBoxes on several occasions over the years. I have even shipped one across country from San Diego to South Carolina. I have never had a problem. UHaul is always my first call for any moving needs. Keep up the good work! Thank you!!!

Adina E.
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Started out with Kindness, excellent customer service and a great experience. When I returned the truck however, I got a phone call being yelled out maintenance worker stating “what the hell did you do to my truck”. I was accused of hitting the top, repeatedly. I returned to the location where he continued to yell at and accuse us. In addition he was quite insulting to the nice young lady whom had just started. I simply explained I did not do it & what steps needed to happen. He finally gave me the mgr card and couldn't tell me next steps. I returned in the where the mgr was polite enough & told me she had reviewed the video & obviously saw the truck was already damaged when I took it. ThAt she would speak to those employees. Not one apology for the horrible treatment and verbal abuse we received or any offer of quality customer service. Very disappointing ending to what we thought was a great location.

Jay K.
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My dolly was scheduled for pickup at 7am. I couldn't leave the lot until the dolly was re equipped with a new tire strap and chain. This delayed my departure. I was not happy that the equipment was not ready at appointment. Staff was helpful doing this and I helped.

Stetson B.
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Customer did not leave a comment.

Jared T.
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Customer did not leave a comment.

Andrew F.
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Customer did not leave a comment.

rachel R.
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While everyone here was nice and pickup was easy... we originally scheduled our pickup in Solano Beach and then at the last minute we were rescheduled to pick up the truck at this location - 30 minutes and many miles out of the way! I had our mileage for our move calculated exactly and U-Haul moving our pickup location caused us to go over the mileage I had pre-paid for. It was extremely stressful and aggravating.

Mohammed Y.
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Customer did not leave a comment.

daniel G.
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Stacy was a great help!

Truat L.
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Customer did not leave a comment.

ELIZABETHANN B.
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The communication was rather difficult. My plans were changing a lot and therefore I had to change my plans with UHaul a lot. That being said, contacting the location that had my UBox was very hard, not possible at times which led to scheduling issues. The UBox delivery the first time didn't go well as the driver left without calling me to try and find a parking space together. Thankfully, we weren't charged for this though and were able to complete a self pickup. Stacy in the office was very verh helpful!

Eliazer H.
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Customers coming in pulling trailers are just asked by signage to wait for help. Which at 2:30 PM on a Tuesday is apparently nonexistent. So here we sit in 90 degree heat with a trailer attached and no help. Not great customer service. When the gal did come out she was friendly but unable to unhitch my vehicle requiring a second and finally third person with a forklift. Many many minutes too long.

Rian J.
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Customer did not leave a comment.

Alexander S.
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This location was fine. However, the Ubox process on the national end was horrendous. I had to make over a dozen calls to find out where my boxes were in transit, when they were going to be arrive, how I could schedule delivery. For whatever reason, both of the boxes were not linked to my name, and customer service representatives could never tell my why nor could they fix it. As a result, I had to go through the whole explanation process each time I called. I was constantly reassured that the situation would be handled, or they had come up with a solution, or they would follow up soon. And almost every time that was not the case. I constantly had to follow-up and spent hours on hold waiting for someone to answer. Only to have to call back again the next day and go through the whole process again.

Alexander S.
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Customer did not leave a comment.

Valerie G.
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Nothing! Everyone was helpful, courteous and the service was a great value. Everything went exactly as they said it would. I am 100% satisfied.

Qiyun Z.
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Every single piece of furture was damaged. Broken frames, scratches. Plus several compressed boxes. Could have done a better job.

John H.
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Customer did not leave a comment.

MARY F.
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The experience at this location was excellent. The whole rental experience was a nightmare. the reservation was made with a representative over the phone. The details had to be corrected4 times before the rental date. They had the pickup location over 140 miles from my location initially. Then the day before they had the wrong size truck for 10pm instead of 9 am as promised. And at a location 40 minutes from me. When I got to that location there was no truck. I then spent 3/12 hours driving to four other locations to finally get the truck. I was continually told by corporate that the truck was available at the next location and it was not. Part of the issue was that despite numerous corrections to the reservation, they had the wrong size vehicle listed. All of the locations we visited had helpful courteous people. But it was an enormous waste of time , energy , gas and the labor hired to load the vehicle. For that I got a $50 discount. Not impressive. So if you rent from uhaul I would suggest you go to a location and speak to real people. Otherwise it appears that ‘reservation' means absolutely nothing

MARILYN G.
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Customer did not leave a comment.

Scott H.
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Customer did not leave a comment.

David L.
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Customer did not leave a comment.

Don W.
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I have moved many times in my life and this has been by far the worst moving experience I have ever had. The moving men didn't put everything in the boxes! My husband had to load the washer and dryer himself. Then u-haul picked up the boxes before they were suppose too loaded because THEY were behind schedule and we had to leave thousands of dollars of stuff behind because THEY were in a hurry. Then when we unloaded about 50% of the stuff was ruined. Tables broken, chairs cracked, paint scraped off. A whole entertainment piece was cracked in two. The moving company that loaded our stuff onto the trucks were terrible and had NO Regards for our belonging. We bought them all a large Starbucks drink and tripped them each $40. When my husband contacted them to come back to move the washer and dryer into the trucks they said they would but didn't show. And they STOLE my Micheals Koors purse which was loaded with toiletries and many other important items. Unfortunately, I was told not to use U-haul but did anyway because I thought they were a reputable company. Boy was I surprised. I'm so upset and disappointed and will write a terrible review on Yelp if this situation doesn't get remedied. I've already contacted my lawyer once and will do it again if I have to. Please contact me at 951-741-6622 or email me at donwegner@gmail.com

KEVIN H.
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Customer did not leave a comment.

Michele P.
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Such a smooth, easy rental experience. This was my first time renting from u-haul, and it was great.

david R.
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Quite a few issues with this rental. The most bothersome of which was the charge for the dolly that I didn't use. I couldn't care less about the $7 it's the principle that drives me crazy. When I made the reservation I said I didn't want any supplies, equipment, etc... just the truck. When I picked up the truck they asked again and I said I just wanted the truck. I get the truck and a dolly is inside right next to the door in a position such that the dolly is in the way when you load the truck. I was hauling trash to the landfill so no need for a dolly and I didn't use it. I return the truck, the worker takes the keys, I ask if there is any need to go inside and check out and he says no. Moments later I get the additional charge for the dolly that wasn't used. I call uhaul, wait on hold for 30 minutes, get told that she has made notes to the account and a manager from the location I rented from will call me in 10-15 minutes. 6 hours later, still no call. If a dolly is not requested but you put one in the truck that's on you, don't charge the customer for something they specifically refused multiple times!!

ZHONGCHAO Q.
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Customer did not leave a comment.

JEFFREY B.
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Customer did not leave a comment.

Jaymie M.
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Customer did not leave a comment.

edwin R.
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We called on Monday to have access to our 2 Uhaul boxes on Wednesday at 9:30 and the 2nd box didn't come out until around 11:20. Staff was friendly and courteous and they were busy but on initial contact was told boxes would be out at 9:30. We had to wait for 1st box about 30 minutes.

Doroteo S.
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Wasn't a long wait. Only one customer ahead of me, other than that a pleasant fast experience.

Lisa H.
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This experience with UHaul has been one of the most stressful aspects of moving across country which is already an overwhelming feat in itself. At the beginning of the process, I have never called a company so many times to confirm a reservation. I had to do this because of the terrible lack of miscommunication between UHaul and its local offices. For instance, when I was arranging my UBox drop off, I was given an address closer to my residence but when I called a couple of days before my reservation to confirm. I was told that location didn't receive UBoxes--which was never told to me during my initial reservation. I attribute this lack of information because it seems that locations are not clearly designated in whatever system agents are working from. I had hired movers to load my UBoxes--what if I had gone to the original location??? I would have lost time and I would have had to pay my movers simply because UHaul failed to communicate this change to me. When I had to pick up my UBoxes--I was again given an address that would be closer to my new residence. Even though I had called multiple times to confirm that would be the correct address, my contract ALWAYS reflected a farther location despite my attempts to correct it with UHaul--each time it was corrected, I was sent a confirmation but whenever I logged in, it would be changed back to the farther location without me knowing. Again, a couple days before I had to go unload my boxes, I was told that my boxes were at the further location and would be sent to the closer location. However, when I called again a day before my reservation, I was told that my boxes would be kept at the further location because the closer location did not accept UBoxes. I was never told this during the initial reservation process. So, I asked the agent multiple times at the location to make sure my boxes would be outside ready to move by 8AM because I hired movers. She assured those boxes would be out. I asked multiple times because the first time I loaded my boxes, they were not out at the designated time so I decided to correct this mistake this time. When I arrive at the final destination of my UBox---my boxes were not outside at the appointment time. I waited twenty minutes for the first box and 45 minutes for the second box because they could not find it in the warehouse. Even though I called to make sure the boxes were out, UHaul didn't actually follow through with what they agreed to. When I talked to the manager at the location about receiving compensation (my movers were idling for thirty minutes and they charge 150 an hour) he offered me TWENTY DOLLARS. This was incredibly dismissive and insulting. This was the most frustrating and difficult experience I have ever had with a company. This is NOT how a national company should operate. I have never experience such miscommunication when dealing with something as serious as moving! I will be filing a report with the BBB.

Howard P. | Overall Experience |
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All went well!

Roberta G. | Overall Experience |
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I did not go to the facility but I am requesting a reimbursement of funds for ALL THREE of my boxes under Roberta, Elijah and Philip Gaballo. You have caused us turmoil in this experience. REFUND!!!

KEVIN O. | Overall Experience |
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Excellent experience.

JOE B. | Overall Experience |
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Dealing with the staff to delver my U Box was seamless from the Manager to the most pleasurable Ashley who delivered my unit. She communicated the delivery and pickup of the unit very well. Excellent!

James B. | Overall Experience |
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Thanks!

Brenda F. | Overall Experience |
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The manager was great. Very helpful

joani m. | Overall Experience |
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Staff was friendly and helpful. It was a very good experience.

ANN V. | Overall Experience |
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Ron and the team at Uhaul Mira Mesa are great to work with. Friendly, professional and prompt service. I would highly recommended!

GENEVIEVE P. | Overall Experience |
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Exceptional and caring service on 9/5. Thank you.

No reviews have been submitted for this location.

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