Customer Reviews for U-Haul Moving & Storage of Downtown San Francisco

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 Downtown San Francisco

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thomas m. on

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ROGER F. on

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Suzanne M on

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Please, someone at corporate call me! This is still in progress and I am very upset regarding my service. Mostly due to the lack of ownership the GM Patrick. 323-841-1826 Cell 323-841-1826

MARION L. on

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clebia l. on

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Enjoy the young lady whom attend me on pick up day. She was very calm and pleasant in spite of the huge line.

Hans H. on

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Easy drop off, was out in just a few minutes!

Ken B. on

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I have used this facility a lot. My single only suggestion is that they look at the windshield and give it a spray before letting the vehicles go. Every time there is something whether it's smoke haze or smears or something. I'm not trying to make more work for these hard work people, it's just a regular issue.

John C on

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Helpful and friendly staff

Tyler W. on

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Danielle D. on

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Everything went great until I had to go to the lot and another van was blocking me and there were no workers to move it. When I returned, they told me I had to go inside to check out, so I waited in line just for someone to tell me I didn't actually need to.

Geoffrey N. on

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Eric S. on

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Robert M. on

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Quick pick-up with online pre-check in and quick return. All staff very friendly and helpful.

Charles L. on

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Eloy T. on

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Oliver B. on

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LAMEES D. on

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Excellent employees

STEVEN J. on

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I got a three hour contract when I paid a 24 hour fee. When I called asking why my return was time was only 3 hour and 45 minutes I was told there was a "glitch" and if I didn't return it by said time I would have a $32 fee. I have spent more than $1000 with your company this year and didn't appreciate my last interaction.

Daniel K. on

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joseph l. on

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Joshua L. on

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Danielle D. on

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The van smelled like urine and they didn't have staff to complete the check out. I waited for 15 minutes in the parking lot for anyone to come by while other customers had their keys from the office and left.

Robert J. on

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Need secure customer parking. Agent was very helpful and courteous.

Andres A. on

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Great service and efficient pick up and drop off!

Andres A. on

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Efficient, clean, knowledgeable...love the new UHaul!

Armann K. on

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chaos and long waiting time

Robert L. on

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Very courteous, helpful people. Fast service.

mark t. on

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Sterling N on

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The movers that were recommended from Uhaul.com were horrible. One of the movers stole $120 dollars from my wallet. I contacted owner but never heard back. They where also late.

Amy G. on

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to long a wait , even tho i had prepaid--need a another person to help those who have prepaid- otherwise why offer that service--

Ryan S. on

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heather p. on

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The return of the Uhaul in SF was pleasant and the guy who assisted us was extremely helpful and kind.

Greg R. on

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I had a written comfirmation that I could pick up my truck in San Rafael. I got a call the day before and was told I had to go to San Francisco. I called to complain, but was told that my confirmation didn't mean a thing. if I wanted a truck, I had to drive to San Francisco to pick it up. Then, when I picked it up, the contract said that there was over a half tank of gas. but when I actually got in the truck and checked, there was at a little over a quarter tank. The helpful young man checking me out, made a note on my receipt and put his employee number by the correction. I dropped the truck off on a sunday, put the keys and copy of contract in the designated box. I left more gas in the tank then when I picked up the truck, but got charged $19.00 for gas anyways. I know that this means nothing to you in the greater scheme of things, I know I am only one voice, but I need another truck later this month. I will NOT be using Uhaul.

Robert M. on

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Quick and easy service. Gave me some great deals

Peter C. on

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More parking.

Patrick M. on

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Teresa C. on

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The driver side window handle did not have a knob. Rolling the window down then up was difficult.

Melanie C. on

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David was awesome!

Judith S. on

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STEPHEN P. on

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Chris B. on

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Joe G. on

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Daniel Z on

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I specifically asked that my containers NOT be shipped until 6/9/17, but it looks like the containers have already shipped! I still need to load the rest of my items!

Annabella C. on

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The employees were great. Very courteous, helpful, and friendly! The technology they were made to work with was awful. The system crashed multiple times while processing my payment (even though I already entered details online) which triggered my bank to freeze all of my cards.

qifei l on

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It`s a nice company, convenient and good service.

Danielle D. on

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Only had one person serving a long line, van was not cleaned of debris, gas levels were off.

Bradford M. on

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Honestly, this was so easy I'd recommend to anyone! I've had a few terrible rental experiences in the past elsewhere - I will go out of my way to rent from UHaul at 1525 Bryant in San Francisco.

Joshua B. on

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location was fine. The problem was that I tried to book in Berkeley and was able to.. then it redirected me to a pickup location a 30 minute drive away. So on Saturday morning I got my friend to drive me to go pick up the uhaul.. and it wasn't there! I call and am told 1. there is no uhaul anywhere near you 2. you can drive another 45 minutes away from your original pickup location to a 3rd location if you want, or you can reschedule. I had hired movers and it was a massive waste of money. NOT SATISFIED

Cody L. on

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Mark S on

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It is impossible to get a hold of someone at the home office. I called 15 times and left multiple messages and have not gotten a call back yet. Truly disappointed

Carrie W on

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UBox was very dirty inside wish I’d had a broom. The staff was super helpful and worked to get us to the UBox when the normal ramp was blocked by Uhaul trucks. The front desk staff was super helpful.

Elizabeth W. on

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Our businesses rent vans and box trucks from this location all the time. We always get the full insurance and never have had to use it. We chose to rent a van and someone smashed our window on the street. When we returned it they said we had to pay a $150 deductible, but if we had rented a box truck it would have been covered. It would have been appreciated if they had actually differentiated this for us. Never have we been told this on any of the times we rented and we buy the insurance every time. Sad to see that $150 wasn't worth retaining us as a customer.

kurt s. on

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Vanessa W. on

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Add to your website FAQs and online check in process that customers with out of state license must bring 2 credit cards. Don't allow online check in and falsely advertise it as a quicker process if it's not. Also the store entrance smells like urine and customers have to walk through a homeless camp to get inside.

Steven N. on

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Cody A. on

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Will M. on

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Kristen M. on

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Katie A. on

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jonathan r. on

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Your drop off guy scammed me. Said I could either pay for the gas with the credit on file or pay less if I paid in cash. So instead of 24.30 i paid $15. He said he would email me the bill but did not. I called 3 hours later to have it emailed to me since i had not received it. Sure enough, i was also charged the $24.30. I will be reviewing this service on yelp as well. And will never rent from this branch again. The people at the counter were great. Just upset the man who took my return took advantage of me and my family.

Danielle D. on

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The van smelled like urine, they didn't have staff members ready to give the keys/do the inspection, and two other clients went ahead of me because they already had their keys.

Eren K. on

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Don't leave the fuel tank 3/4 full. It's not honest. You know people cannot fill exactly that amount (or won't bother) and you are benefiting from this. It's just damaging your reputation as a company.

Yael H. on

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The customer service was absolute garbage.

Archer C. on

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Sergei S. on

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the personnel is very rude and arrogant, they have overcharged me, the handles in the truck are broken

ALISON W. on

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The service was professional and the rental process was very smooth. I was disappointed that they would not allow me to purchase the insurance coverage policy after I had booked my vehicle. I called about 30min after completing my rental and was told I could no longer add on insurance. Fortunately, everything worked out and I did not need it. Other than that, everything worked out well.

Alicen M. on

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Quick and easy, customer service rep was nice and helpful.

Richard J. on

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Found out abou a number of unexplained charges for my storage unit upon check in that were not mentioned over the phone--lock and insurance requirements. Although I requested a 10X15X9 I was instead given a 10X10X9 unit and had to stuff it and pack things dangerously and precariously to get it to fit. Also, I had to wait 25 min to get parked at the loading dock. My moving help was forced to depart before they could move my possessions into the storage unit. As I unpacked the rest of my items I saw that the loading dock was blocked by employee vehicles, one of whom sat in his vehicle eating his lunch as I unpacked by myself. Customer service is terrible, and if I had not been stuck with uhaul at that point I certainly would have moved on to any other storage facility possible. This facility is an embarrassment to Uhaul and I will question ever working with the company again.

Nelly R on

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Your staff are more into their phone I waited 10 minutes for the associated to answer her two text.

Richard C. on

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Everything worked out great! I have zero complaints!!

Jewel D. on

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Nothing, amazing customer service all around!

Renee E. on

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Manuel H. on

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michael s. on

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eric o. on

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My truck was blocked when I went to go get it. But the employee moved the other truck fairly quickly. The gas gauge at halfway between 1/8 and 1/4 was noted at 1/4 and the attendant said I could bring it back like that, but you never know until you actually bring it back. Maybe you get a different story then. So I didn't take the chance and UHaul got an extra gallon or so. But the hours were great and they had trucks at the last minute on a holiday. Overall, I'm pretty satisfied.

Christopher S. on

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The area was overrun with homeless, which was a bit off putting. The real drag was the fact that there was a hidden bill that was supposed to be taken care of YEARS ago after my credit card was stolen and there was no way to inquire about the fee...I had to suck it up and pay. Awful.

STEVEN H. on

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My husband went inside to do the paperwork so I really can't comment on the rest of the place, but he said it was fine. There are a lot of homeless camped out around the building and the City of SF should be called to remove the illegal dumping. The only reason this pertains to U-Haul is that is where they direct customers to park when checking in and U-Haul appears to be the only viable business on that part of the block.No one should have to maneuver around trash, mattresses and other discarded items just to park their car. We had been reassigned to this location instead of Park Merced, which we had selected.

Leah D on

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Wesley Carter was AWESOME! Unfortunately, there are homeless people in tents surrounding the facility doing drugs and trash everywhere. This is a huge safety issue.

Randee T. on

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Things were all over the place. I was genuinely not happy with my experience with uhaul we won't be doing business again. I can work with a business that runs day to day.

Scott K. on

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This was my second rental this week. This was after many from this location in the past. I was really abused and treated so badly by the clerk that I had to ask for a manager. There was not one available but a clerk I recognized from previous visits stepped in and offered to help. The clerk came over from the rental section and helped explain what I was not understanding from my reservation. The first clerk kept yelling across the store and carried on like an angry child. It was awful and made me realize I may no longer be able to do business with your company in the future. When it came to storage and truck I used to feel confident in uhaul and am done with your company from this point forward if I can help it.

SCOTT K. on

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The clerk was as indifferent in her work as anyone I had ever seen. She was short, impatient and acted as if annoyed.

Frenando C. on

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Super courteous and professional. Truck was awesome. Great customer experience -- great job guys!)

SYED F. on

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There was a major safety/liability issue with the vehicle that put my goods in danger, and most importantly, the health and safety of my passenger and I. When a customer picks up a vehicle, they are required to be given a well-maintained, functional, and safe vehicle that can be operated on the public roads and highways in a safe manner. When both headlights are totally inoperable, by law, that is illegal to drive on the road. U-Haul put us in that situation. We'll think long and hard before using U-Haul again.

mark n. on

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Fast and easy

Davide F. on

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Michael G. on

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Neal M. on

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I am writing to request for a refund of my $120 gas fee. I returned this truck with a half tank of gas just like it came with. I returned at closing and your staff said to park it near the entrance door. Apparently the tank was siphoned overnight since I couldn't have used a half tank of gas with the mileage I drove. Could you cut me a break on the gas? Charging me $120 is a lot. Also, in the future it could be cool to have signs describing the siphoning risk. Or cameras. Or locks on the gas tank. I'm sure you've thought of this already, and I apologize for pointing it out.

Marko M. on

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In a really BAD area. I got charged a $30 fuel surcharge even though I brought it back at 1/4 tank. Not only that, I had 1/8 of tank when I got it!! So unfair.

Irving G S. on

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James D. on

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Nell M. on

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HANNAH K. on

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When I called to ask if any pick up trucks were available I was asked to give my phone number, when I asked for just a rate without supplying personal information I was told that it was a peak time of year and this information had to be provided. If I wasn't already a few miles from this location, I would not have bothered because of being pigeon holed into giving personal information for a bogus excuse.

John C. on

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When the movinghelp.com guy was done delivering and unloading my ubox today, he asked for the payment code that came in the email. I received the email today around 6:20 pm, but I could not open the receipt attachment (Receipt_85701349_0.gif), so I was not able to provide that to the delivery man (E & A Moving). He said he would return the trailer on Thursday morning. Please resend the receipt or let me download it and make my own, so the guy can get paid. The guy (Shelby) was terrific and got it all done very well. Please let me know you received this so I don’t have to get hung up in the Uhaul voicemail system!

Mark D. on

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I got charged double which is ridiculous. All the online reviews said there was going to be surprise fees for no reason, yet I tried to give it a chance, but that was a huge mistake to do so. Good luck running your scummy business!!!!

Gregory N. on

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lajuene s. on

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the vehicle had a warning light for low tire pressure. they agent had the wrong miles and the wrong indication of how much gas there was in the van. You need to ensure that the information on the contract is the correct information from rental equipment

MICHAEL N. on

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Make sure the order is correct. I ordered a Dolly but when I got to my storage in diamond bar I noticed there was no dolly.

Elizabeth B. on

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Michael S. on

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The employees are all friendly and excellent and very effective in dealing with the process. My one annoyance: The truck I rented only had a bit over a quarter tank of gas. You have a very draconian policy if vehicles are returned with less than a quarter tank. Since my usage was for less than 10 miles, my original plan was simply to pay your normal charge for gas (using less than a gallon). But because of the condition, I had to spend extra time to go to a gas station to fuel the vehicle (I put in extra to ensure that I was well over the quarter tank). So in the end, I paid a bit extra for fuel and the extra time committment. Again, it was an annoyance, but not a problem. I feel you should have a policy of fully fueling the vehicles when a new customer arrives for pickup. You also have a horrible problem with the homeless encampment literally outside your front door. I understand the sensitive politics, but this is a very bad reflection on this location. You should apply more "pressure" to the local authorities to clean up this mess.

Carolyn K. on

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MELISSA D. on

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Greg H. on

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Overall solid experience. Unfortunately, someone broke/stole the driver side glass part of the mirror and I was charged $110 for the glass part of the mirror. Seems a like a little much in my opinion.

Steven N on

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It was great!

Evan S. on

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Brian V. on

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There's a big homeless camp right outside the entrance. It's San Francisco so I understand, but it does still take away from the location. The employees here were very friendly and professional. Props to them!

Zachary C. on

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Charged me a ridiculous amount for gas that I didn't even need. Drove away with 1/2 a tank and brought it back with 1/2 a tank. Clearly trying to suck me dry, not gonna happen. Will tell my friends in the future to avoid this place and the uhaul corporation like the plague.

Eric W. on

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Pezhham A. on

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Everything works great!!!! Thanks!

NGA L. on

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lucca w. on

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Tyler D. on

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Rolando M. on

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i have rented from a few Uhaul location over the past year and tell you that this location was great. Everyone was nice, in a good mood and very helpful!!! Thanks again.

Julie C. on

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There is a homeless encampment on the street entering the u-haul dropoff.

Lauren k on

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Not pleased at all with the services received from the U-Haul. Boxes ended up at the wrong facility even after confirming location....ended up rescheduling the move 2 times!

Martie W. on

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Jose H on

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Agents were very helpful in assisting me with the signup process. After a flew glitches here and there, I got registered and everything was pretty smooth afterwards.

aaron f. on

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The guy who helped us out was nice and professional , asked us about things that we may need for our move....

Andrew K. on

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Keith A. on

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The place this is at is in the ghetto and very uninviting

Lyla F. on

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Drove 3 miles in about 1.5 hours (picking up hardware supplies) and was charged $9 for gas, even though quotes $4.50 for a gallon (did not use 2 gallons of gas). Will not rent uHaul again for short hauls, since along with other hidden costs the van was $40 instead of $20.

FREDERICK W. on

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Felt slimy - under reporting the amount of gas I returned the van with. We were able to work it out in the end though.

Christopher R. on

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Front desk person @Bryan location did not advise us what time the van needed to be returned. When we returned the van, the workers who received returned equipment told us because it was after 7pm (7:04) we had to return the van to the bayshore location for after hours return. Then we were charged a different location fee charge even though we did everything we were told to do. I reached out to the Bryant location and then I was referred to the Bayshore office. The bayshore office said a manager would follow up with me and I have not heard back. No one can resolve my problem and I have been wrongfully over charged.

Tavia M on

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Box dropoff, information on the loading process, moving help, and box takeaway was all awesome and easy. My only complaint is how long it took for the stuff to arrive.

BLAKE F. on

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The Moving Help personal we excellent.

carlos h. on

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Melissa H. on

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My truck didn't have a ramp on it. I thought that was standard in a truck. Made moving heavy stuff a lot harder. Overall, the staff working when we returned it were great. Very nice, professional. Smooth process.

Prakash D. on

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Changed my truck multiple times because either the fuel gauge or the odometer didn't match the system records. Shady! I was told they couldn't just make a note and give me the truck. After switching multiple trucks, they finally just wrote it down on my contract anyway. Got a truck more than an hour after I showed up even though I had already pre-paid and checked in online. Had to pay my hired moving help extra for staying back. The truck I finally got had a weak battery and died on my in the middle of the night at a gas station. Completely unacceptable. Would never recommend U-Haul to anyone..

Ian N. on

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Location gets the job done, but the cab had dirt and plastic bottles left in it and getting to the front of the line at the counter took 15 minutes.

ARBERZINE F. on

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Serve your customer. I returned the rental van at 5PM sharp. All staff was present including manager. No one would accept return of the vehicle. I was advised to use website to self-return at myU-Haul.com. Only thing; after login I could not reach the Go button to carry out processing the return of vehicle. I repeated steps over and over for about a half hour. Another customer who arrived to return his vehicle was able to complete the process and offered to help me. He was not able to access the correct screens to enable me to self-return my rental. The worse part of the experience when trying to return the van was; of the 5 staff still present after hours, we (myself and another customer were bullied into believing that while we returned our rentals at that location; the vehicles would most likely be vandalized and damaged overnight (due to presence of multiple homeless encampments surrounding the rental location) in which case we the customer would be liable for damages and/or losses. This threat caused me anxiety, stress and a feeling of hopelessness. In addition, I was left on hold at your 800 number and no one ever answered my call and attempt to speak with customer service directly for guidance and to relieve the anxiety I was experiencing. Eventually, I gave up. I took a photo of the mileage and gas meter; as proof of vehicle status at time of drop-off. I will never use this location again and/or recommend it to anyone. In summary, I believe something illegal and/or suspicious is going on at this location that preys on the presence of the homeless population for monetary gain at the expense of innocent customers who patronize this location.

Richard J. on

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Upon arrival the homeless encampments on the side of the building... I had to walk through and over step people and the needles on the sidewalk.

David H. on

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Early check-in is convenient.

RONALD B. on

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I had an issue with the temporary supervisor at this location. I'm not sure I want to discuss it in this forum, but I still like the other employees_they are courteous.

HASSAN Y. on

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We should drop off at 100 Valencia street, but they were taking only small truck, so we have to call U haul to find a new place. we have refuel the track and drive there to drop off. From reservation to drop off we had lots of problem.

HIRAM F. on

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Jacob K. on

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Mary B. on

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My experience needs no improvements.

steve j. on

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Wow! The truck was so clean I could smell it. The people on the phone and in person were so professional, helpful, kind and they spoke English well! To improve, maybe have a partner for already screened people to help with the actual move. Taskrabbit.com?

allison m. on

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The first truck "stopped" working while on the freeway. Luckily we were able to start it again and bring it back to the location. We had to get a new truck which severely affected our timing, because of sitting in traffic to get back into the city, and was stressful because the building I was moving into had a property manager onsite waiting for us and a timeframe to get out of the building by, etc.

Ian M. on

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Bryce E. on

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Jessica Ramos is awesome!

Wellesley S. on

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john f. on

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uday B. on

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Susan L. on

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Eliabeth T. on

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Excellent service! Made my move from SF to LA much easier. Particular thanks to LA truck-delivery crew of Alyssa and Marissa (sp?) -- highly professional and skilled with forklift, and very charming ladies! 10-stars!

Dawit M. on

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It's great fast and ppl is very friendly.

Dee T. on

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you guys saved us with a truck when budget left us completely hanging. Will go straight to uhaul in the future. All personnel, both in person and on the phone,we dealt with to get the problem resolved were friendly and very helpful.

lisa s. on

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Bosco Z. on

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Have the truck prepared, I had to wait to move 2 trucks before I could get mine out.

Richard G. on

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Joanne L. on

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Pedrum M. on

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Wesley helped me out and was a model employee. He showed me multiple storage units, and gave me good tips on storing things. He made moving less stressful!

PHIL E. on

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Customer did not leave a comment.

Jungwoo P on

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Great! Easy Peasy Lemon Squeezy!

Kathleen M. on

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Customer service here was great! Everyone was awesome.

Sean C. on

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Well...I arrived at 2:45 to get a vehicle that was reserved for a 3pm pick up. At 3pm after processing everything I had done online already I proceeded to get my vehicle from the parking lot. My vehicle was blocked in by another vehicle so someone said they would move the vehicle and went to get the keys. Shouldn't a rented vehicle be ready to go for a customer pick up? Anyways, he couldn't find the key to the vehicle blocking mine so he came out to tell me he was going to get me another vehicle and to wait in the lot. About 15 minutes later he came with another key for another vehicle and asked me to wait at the bottom of the lot to get my new paperwork. Twenty or thirty minutes later (still waiting at the counter inside now) it is determined that my second vehicle cannot be rented because of some other reservation and no other vehicles are available. So, we begin the search for the keys to the vehicle blocking my original rental...again. Finally they find them! I spent an hour at this Uhaul just to pick up my vehicle which I arrived early for. I left at 3:45 (45 minutes late in my move). You rent moving trucks! Keep track of the keys! Moving sucks. You, Uhaul, make the experience even worse. Sean

tayna h. on

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Service was excellent

Kevin M. on

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Have a few more people working in the early morning.

sean t. on

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Would be happy with getting $20 back. That's it.

Amir K. on

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When you advertised 19.99, I was expecting around 19.99. Final bill was over $60. I don't care what your excuse is, that's just a waste of my time. I will take the zipcar next time.

Sara D. on

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Rebeccalyn B. on

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adelle r. on

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Andrew R on

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I had four brothers overs assist me w/ ubox delivery and packing - they were fantastic!

jackie m. on

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If fill up the fuel will be the best

sharon g. on

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Customer did not leave a comment.

Isidro M. on

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I think there could be better communication about the process of picking up the vehicle. The attendant that is in the lot with the vehicles could be more helpful around next steps: "Pull the car to the end of the lot, park and give me the keys, together we will review the condition of the vehicle before you drive away, etc." Otherwise, everything went well!

Elias H. on

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Very organized and fast service.

Cameron C. on

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Leandro P. on

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Timothy B. on

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Ernest C. on

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I was super impressed with how easy the rental was. The paperwork was quick, the van was new and easy to drive, the cost was low, and everyone I interacted with at the Bryant Street U-Haul was helpful and friendly. I will use this service again.

John Moeses B. on

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Randall G. on

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Scott W. on

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I was very impressed with the employees running the truck lot. They were friendly, helpful and dedicated to getting the customer on their way. Upon vehicle return their quick and efficient check of the lights, milage and gas was super-professional and impressive.

Russell S. on

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Wayne B. on

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Stephen T. on

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The staff were efficient and apologetic for the LONG delay. It seemed to beyond their control - the largest facility in a region of 10-million people had one inside employee working. Ridiculous. I am also surprised that it closes at 7pm. 10pm or even overnight would seem more appropriate in order to facilitate returns. It is less likely that I will be a return customer.

jeanne d. on

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check in return is too slow even when there is no high demand ie. such as end of the month.

ed f. on

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Easy drop off

Alexander L. on

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SUSAN C. on

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No improvement would be possible. The woman from whom I rented the truck was efficient, focused, professional and helpful when I had a few questions. The young man who ran up the ramp to fetch the truck and drive it down to me was courteous and eager to be of service. I've rented from this location several times before. This was my most positive experience ever. BRAVO!

JAMES B. on

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it was good

ALEXEY P. on

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I had a dolly in a separate contract than a truck. I mentioned about it when I returned the truck but they didn't mark the return of the dolly. Next day I got a call and was charged for an extra day of using it.

Angelique L on

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After loading the UBox, we realized the latch was broken. The staff made us reload everything into a new UBox, 2 more hours. No help at all. Terrible service. Cannot recommend.

Nathan D. on

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MARISSA P. on

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Very unorganized staff. There was no where to form a line so people just stood in a mob until there was an agent available. When I returned the dolly the woman did not close out my contract as she said she would and I was called this morning to ask where the dolly was. Overall very poor experience, will not use the Bryant street location again.

Fedor K on

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everything was very good

Deborah Q. on

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Check trucks more often. The 10' truck we rented started shaking and vibrating (steering wheel) when on the freeway. We had to pull over onto the shoulder because we thought something was seriously wrong.

Felicia L. on

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The time from the counter to getting the van and leaving the facility was much too long. The staff were all very friendly but the process was very drawn out - it felt like the DMV in the 1990s. It made me rethink using Uhaul again and instead just get a zip car van to have it be speedier. The return process was also long. The van itself while new was dirty inside.

cristina t. on

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Very good service

JEFF L on

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Things went very well on my visit.

FRANCISCO E. on

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Carolyn S on

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When I arrived at my scheduled time to unload, the wait was too long. I was charged by movers and lost at least 30 min of expense waiting in line.

andrea g on

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Staff - nice. Systems - inefficient/ ineffective. Took multiple calls to set delivery but still wrong. Set up moving helpers but then multiple calls after to set delivery. Movers waited hours for box.

Danielle G. on

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It took 10.5 hours to drive a 1 hour 15 minute drive. 2 service calls. missed the two guys that left their work early to get there. had to pay them anyways. departed at 2pm and arrived half past midnight. Had been loading truck all morning. Had to unload with just one person all night. Still got the truck back on time, with more gas than it started with, no refund on that. and clean. Spoke to maybe 8 to 12 representatives over the course of 2 hours. passed around from dept. to dept. Officially the worst moving experience I have ever experienced. Irresponsible, dangerous truck rental. I would like to know if your company has any integrity and will refund the cost of the rental. I am out of pocket much more than that. I hope that UHAUL follows through. Best, Danielle

vincent b. on

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the mileage cost for my long round trip truck rental turned out to be much cheaper than i had expected. so i have nothing but good things to say about this place and the guy who helped me.

Lee S. on

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Your customer service at this location is the worst of any uhaul facility I have ever experienced. Everyone working at that facility between the hours of 4:00 - 4:30 should be fired or retrained on proper customer etiquette.

pamela c. on

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Jason went above and beyond to help with the truck rental which was much appreciated given it was my 1st time doing so. He has excellent customer service skills and is an asset to that office.

Shapiro Bardin G on

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We were very impressed with the facilities and the staff. The building was clean and safe feeling. Everyone was very helpful and very pleasant and professional.

Brooke W on

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The box arrived without the weather proofing cover. And the person helping me on the phone couldn`t connect with any local representative to confirm any of my questions.

Aakash J. on

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katie S. on

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Michael E. on

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excellent and efficient service

randie b. on

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GINO R. on

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Richard H. on

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Stick to what the reservation policy says and not go around it with bs

Joshua C. on

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Make sure their system doesn't go down in the first hour of the day.

Vitaly K. on

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Caroline D. on

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Spyros M on

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Moving Help picked up or dropped off the U-Box.

cesear p. on

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TEJAN M. on

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Laite V. on

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Express checkout is excellent. Express checkout customers should be priority when picking up equipment just likr it states "no waiting time". Thank you

John B. on

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Matt L. on

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Only caveat to above comments is pricing - this location was much more expensive per mile than others I would had rented from, had their been availability.

Thomas S. on

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baskar k. on

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jamie w. on

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Be more present in the process. Staff was talking loudly and joking around to the point I could even hear my service representative. Also, be more prepared. I had to wait an hour because someone lost the keys to the truck they assigned me. They ended up giving me another truck and I had to be persistent and ask around. This team is not very effective.

kristen a. on

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A great representation of Uhaul

Alexey S. on

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I had an absolutely unpleasant experience that will make me take my business elsewhere. The sales manager at the desk wasn't very helpful or friendly - she looked as if she didn't want to be there. She didn't show any initiative in helping me address or resolve my issues. I had to pull out my phone and look for a location of a U-Haul at my destination myself in front of her, because she wasn't being helpful. This continued for the rest of the process - for example, asking me if I want to lock the truck and if I would like to purchase a lock, etc. very disappointing service.

Fuad H. on

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Good service thank you

Joseph R. on

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Everyone at this location was amazing.

Edward W. on

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KRISTA Z. on

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paul N. on

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Cord S. on

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very convenient location, but a huge rat crossed my way when exiting (, just outside the building, in bright daylight)

Phil S. on

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The initial line was a little long (only one attendant), but the service was great. thanks.

Emanuele B. on

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mia o. on

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Xidao q W. on

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Marty C. on

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Very easy, and staff was very helpful.

Stefan B. on

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The most amazing thing was that I could return the Uhaul at night and drop the key without extra charge!

Sayoko C. on

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RJ is very nice.

Peter I. on

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There was a bottle of urine in my storage unit

Miles S. on

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Generally, the staff at U-Haul is excellent, The Valencia store in particular. However, the fact that it is possible to have your reservation canceled during your allotted time is rediculos.

Patrick D. on

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Jonathan G. on

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Noseni L. on

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Its kind of difficult to use the ahaul.com web i did try to do the reservation on line and i just could not do it please simplify it

Fabiola O. on

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Jasen L. on

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Vadim G. on

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Ashley B. on

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The woman that I checked in with gave me all the wrong info. I did not get the discount that I inquired about. When I if I could pay with a credit card as opposed to a debit card so I wouldnt have to pay the deposit, she declined. Not sure if she was new or just didn't care, but it came off as rude and careless. I don't recommend.

Jean-Philippe D. on

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Keep the experience the same!

Ebo D. on

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BEN S. on

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Robert V. on

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Helen Y on

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Staff seems extremely unhappy, and it shows in their interactions with customers.

Trisha B. on

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They charged me unreasonably for an extra day even though I returned it way under 24 hours. This is the first time this happened to me as I've rented from U-Haul before, and I emailed them about it and no response so far. Worst experience ever.

Barry W. on

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Not sure of the Gentleman's name, but you should hire more like him! He made the experience of doing business with you, a genuine pleasure! BW

Viktor E. on

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reza y. on

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Gregory W. on

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The workers were grumpy. They told me that the delivery location in Soquel was open until seven. It closed at five. This really freaked out the people I was with because we had made difficult plans and didn't know if things would work out. I was charged extra for being lied to.

Leslie M. on

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Porter F. on

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I will never use uHaul again. The experience was poor at best with the only bright light being the wonderfully kind receptionist on Saturday night. She was very helpful and attentive, while the manager did not allow for any accommodations for us. As for the rest of the experience; the nickel and diming along with the fact that there is no after hours drop off "where the truck won't get stolen or vandelized and it's your responsibility" according to the staff, is just bad business practices and made our rental along the lines of professional movers in terms of cost. We'll go with LUGG from now on.

David M. on

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Cheri H. on

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Amy M. on

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I scheduled a truck pick-up for 6PM on a Thursday. When I called U-Haul to confirm my pick-up time, I was told I could drop the truck off at their after-hours drop off center. When I arrived at the Bryant St SF location, they told me the call center is based in Arizona and has NO local knowledge of the Bryant St location, which in fact does not have an after-hours drop off option. The employee seemed frustrated that calls are directed to an out-of-state call center that provides mis-information to her customers. Clearly, this happens all the time. Because I couldn't drop off the truck after I moved, I was forced to park the U-Haul on the street for the night! This was not good for me OR for U-Haul's property. I was worried about the truck being damaged in my absence. Not to mention it was a headache to park such a large truck on the side of a busy street! Ridiculous. I recommend handling customer scheduling locally or hiring more employees so customers can return their trucks in the evening! If I had known Bryant St U-Haul closes at 7PM, I would have scheduled pick up for an earlier time. The experience revealed poor management and it was a poor customer service experience.

Katharine M. on

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Drake W. on

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The truck had wrappers/trash from the previous user. The tank was less than 1/4 full when I received the truck, and when I asked what could be done about that I was told there "were no other trucks with more gas than that" and that I was responsible to go fill it up with more gas if I wanted it.

vincent m. on

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Worse customer service than the lady

Matthew S. on

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I made a reservation online for a moving truck and I observed a promotion which offered a free month of a storage unit for a customer who purchased a one way truck rental. I called the 1525 Bryant location to confirm whether my situation constituted a one way truck rental, which the UHaul employee confirmed did. When I arrived at the location my truck was nearly out of gas, the items I reserved and paid for online were not available at the location, the storage unit I reserved online was not available and I was told it was not free as the promotion and the 1525 Bryant employee had previously assured me it was. The employees behind the counter there could care less. The guy assisting with the equipment rental outside and the guy facilitating the return of the truck was pretty legit though. Wish I could remember their names to give them credit. Aside from that, I'd never go back.

DAN K. on

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Truck interior not clean. Could not find how to extend our rental in-line. At least it was not obvious in the mobile app. When we left the site on the day we Picked up we let the check out attendant know that the gas meter read less than 1/2 tank. We returned with the same amount Of fuel as it was delivered to us. We had less than

Arash D. on

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tanith r. on

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Don't let customers leave without knowing where to drop off their rental. I tried to get a drop off location twice while reserving the truck through the reservation phone number. I tried to get a drop off location at the pick up site. I was told to call a number when I was at my location, but not that the business hours ended at 5pm, I arrived after 5pm. If I had known I would have called before leaving. Ended up getting charged 13 extra miles because that was the closest distance to a 24 hour drop off, that I located online by myself. I would have explained that I needed a 24 hour drop off location if anyone would have answered my question about where to drop off the truck. It was very frustrating. It also took much too long to pick up the truck. My reservation could not be found at first. They should have someone walk you to the rental truck, in the sea of trucks I couldn't find the one I was assigned. You want things to go smoothly on moving day, U Haul could have made things run smoother on their end.

nicolas n. on

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kathryn g. on

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tire pressure was low. Moving dolly was not in the truck as promised. People were GREAT!

Ashish G. on

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While returning the equipment, the experience with the person handling the return process was below average and I would not expect anyone in the industry of customer services to act the way that person did. Never going to use the Bryant St location again.

Jennifer N. on

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LESLIE M. on

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lisa s. on

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The fuel charges were ridiculous. Not only are you over charging for the fuel. Then you charge a $30 dollar fee on top of that, and the truck does not have a lock on the tank, so the excuse of gas theft is used to rip off the customer further. I had full coverage for the truck including theft, I returned it just a few gallons short, after being shorted fuel at pick up, then the gas supposedly gets stolen. This seems like a con to bilk the customer out of an outrageous amount of money for fuel. So I end up paying almost $100 dollars for fuel. I am grateful I did not top off the tank, then I would have been paying for the gas which was supposedly stole from the tank which can not be locked. I will never us uhaul again, and I will tell everyone who will listen about my terrible experience. My experience from start to end was horrible. If you don't have a choice but to rent uhaul, get the truck well before you actually need it, expect to drive around getting you supplies, invest in a lock for the tailgate and a locking gas cap, that will be much less then uhaul will cheat you out of.

William H. on

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The Golden Gate Movers (Joshua & Tony) were excellent, efficient & most of all really nice guys! The job was done earlier than I expected and very careful handling. Great job!

Cory H. on

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I felt very misled by the pricing model of your company and will most likely stop using your services. You advertise rates of $20 a day everywhere. When I booked online for 5 hours of rental it came up to something like $35 with insurance and taxes, which is fine. I get to the shop and the rate suddenly is quoted to me as $71, I again say wow, that's a lot more but I guess I'm committed now. When I return to the shop, I'm told that total services are $88. I even questioned the price and was met with blank stares and had to sign the paperwork. This feels extremely bait and switch to me. I would rather know the price up front and be able to compare than to be ramped up on every interaction with your company.

Anne M. on

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1. There was a bunch of broken glass in the back of the truck. 2. There wasn't very much gas in the truck. 3. The process to get and drop Off the car wasn't very clear.

Michael L. on

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Emily S. on

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The truck bed had lots of water in it and many small (wet) scraps of paper from the previous user. The person who checked the truck before we left seemed unsure what to do to help us out. We had to clean it out with a broom borrowed from the office.

matthew b. on

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I was very unhappy with the entire process. It took me 4 phone calls and was very disorganized. Also I settled for a higher price than quoted just to be done. I am happy to explain more if you wish.

Gary G. on

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Everything ran very smooth. Thank you all!!

Rachel E. on

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Melissa B. on

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The process is broken. Nobody could tell me where my goods were, the box arrived 8 days late, the guarantee refund for late arrival is a pain to get done and UHaul drags their feet to do it. The movers were TERRIBLE, arrived at 4pm after planning for 9am, left behind stuff that would have fit in the UBox but they didn't feel like packing it, didn't put a mattress bag on my bed, broke literally ALL my bedroom furniture except a side table, put untaped boxes in upside down, etc. This whole process was awful. I should have gone with a company that does corporate moves - I found out afterwards that it would have cost me $300 less for more service and bonded/insured professional movers. Make sure you get the UBox insurance because when your stuff DOES break, you'll realize it's cheaper than your homeowners insurance deductible, and why should YOUR insurance pay for THEIR incompetence?

JOY L. on

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Harlow V. on

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Luke S. on

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Make return wait time faster - I waited for at least 15min to return. Make sure back of truck is dry. Have more flexible hours for return. Off refueling option like car rentals.

Amber L. on

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My boyfriend and I went to pick up the U-haul and the inside smelt awful; we turned around and there was a homeless man sleeping inside the back of the U-haul. Not only was it extremely terrifying, the dispatcher also tried to get us to take the same U-haul when there was a dirty blanket and canister that the man sleeping in the back had left. You should probably have the employees check the back of the U-hauls for people sleeping in them.

HANNAH G. on

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Topher E. on

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Thank you for great CS

Ed H. on

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john p. on

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Edmund B on

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Jessica rocks

RACHEL B. on

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Lance M. on

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Improve your customer service. Don't transfer people around a million times and put them on hold!!! Have a masterfile for employees to update when they speak with customers so customer doesnt have to explain himself over and over!!!!

Susannah M. on

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Keep up the good work!

Robert J. on

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Great friendly service.

Temistocles C. on

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mansour b. on

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Joseph S. on

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SAMARA C. on

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Jason was a wonderful person to work with, really made my experience 5-star.

Rosemary L on

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Alejandra was the representative that helped me. I want to say she was very helpful and friendly. She gave me excellent customer service.

William A. on

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Good staff. Easy location. Well maintained trucks and store. Couldn't ask for anything better. The wait was a bit much. I have been to this location a couple of times. Usually it is one or two service people behind the counter. Even if the line is not long it still takes a while for customer service. Its not bad but I'm curious on why it takes the time it does.

Brad B. on

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Nothing! Jay treated me very well, I got the truck I needed, and was overall very satisified.

Peter L. on

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Very helpful with date and time change

dan w. on

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Customer did not leave a comment.

MATTHEW E. on

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Can of van had stale snake smell.

Adam A. on

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I never got an email with a receipt. I'm confused. Everything else was great.

freddie l. on

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Susan T. on

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ROB G. on

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NEILL B. on

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I never received my final receipt via email as promised. I got the initial receipt so I know you had the correct email address.

JASON E. on

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To have the truck ready no later than 5 to 10 minutes. My girlfriend and I waited for about 25 minutes (in the rain) while the "outside guy" moved and switched trucks for us. Also, the woman who rented our truck to us highlighted everything but the time it was due (12:13pm) but verbally telling us to get there before 6pm when that location closes. Not very clear. And there is confusion about the gas capacity on the return. She wrote on the contract where the gas was and told us to have the tank Half full. Anymore would be a gift to us.

Joan H. on

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The guy behind the counter was nice enough. The guy who was watching the trucks was mildly rude with his manner and social skills. Not all of us make a habit of renting uhauls. Someone should give him a lesson in tone when speaking with the public. And also in giving directions and articulation of where the truck is in the lot as truthfully all of the trucks looked the same. A sloppy arm wave was not helpful. Train this guy.

Max H. on

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Barbara b. on

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Ashley T. on

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Eric G. on

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Excellent service. Only problem is the hours posted at the front door does not reflect the hours of operation, online as well. Tried to return a van Sunday 1/8 at 7am only to call and find out they open at 9. Other than that would use again and recommend to a friend 10 out of 10

Caleb M. on

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There was a decent line and only one person working in the store on a Saturday morning. I was glad I came early.

Andrew M. on

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Overall it was a good experience. Although I was charged the Safe Driver fee without my knowledge. I only used a small truck to move a couch to Goodwill and did not opt for the coverage but was charged for it initially. It was taken off without hassle when I returned. Also, I entered the vehicle with a 1/4 tank of gas. The attendant said he checked it in at 1/2. I asked him to verify the odometer to prove I only went 6 miles. In the end, I was not charged.

SPENCER M. on

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Quick and easy rental experience.

Tania C. on

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the website allowed me to do a reservation with judah as a pickup location, I went there and a lady told me that trucks were not picked up from that location. I wasted my time going there and then to Bryant st. The truck was ok, but since I received it, it was showing low pressure in the front tire.

Mandeep B. on

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Workers inside seemed quite rude to their customers. The workers who should have loaded my dollies instructed me to instead dangerously maneuver the 15 foot truck myself into the "drop off bay" where I was then scolded by another employee for having followed those instructions. Overall, this place was an excellent location to visit, but the staffing is not up to par.

SUBHASH C. on

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Customer did not leave a comment.

Kristina K. on

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Everyone working at this location that helped me outside both picking up and dropping off the van was excellent. The man at the counter inside when I first arrived and did the paperwork for the rental was really rude for no reason. It was strange because I have rented at this location before and everyone was great. Had the staff outside not been so great, I would have left this experience with Uhaul thinking I would go elsewhere next time. I would suggest that the crew outside be rewarded for their excellent customer support and the guy that was inside at the counter be given some additional help/interpersonal tools.

joy l on

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You should gave a orientation to new customer regarding the elevator cause today I was up on 4fl for a least 20 minutes trying to get help and the comp system didn`t

Wei L. on

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I have a problem with the receipt. Despite contacting both locations (candlestick and bryant) street multiple times on multiple days, I could not get my problem resolved. I was also unable to connect to a manager at the Bryant office after maybe 5 times of trying. Every time, the manager was either not there or not available. I was told every time that the manager would call me back but I am still waiting.

AMIL O. on

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Excellent service

Amil O. on

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Every time I have used this Uhaul location, I have had a great experience. The staff have always been polite, and very helpful.

Todd T. on

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Customer did not leave a comment.

SHIRLEY Y. on

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I liked the man who helped me at the counter, Jason? He didn't try to sell me anything. Was very clear about how much everything would cost, etc.

Sourabh K. on

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Sherri Y. on

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Like the online automation. I would suggest that when dropping off the vehicle that a print out is also given to the customers with information about what they were charged to verify amount before leaving the premise.

Aaron S. on

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Gas. I drove 14 miles and apparently used 1/4 tank. They charged me over $30 to refuel the tank and then the guy said there would be an additional $30 service fee. 1) I was ripped off on the gas. 2) $30 service fee should not have applied because I was well above the 1/4 tank line. My contract said that I would only have to pay the $30 if it was below the 1/4 tank line.

Kyle L. on

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stanley g. on

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Phillip A. on

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Amy L. on

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Zarlasht H. on

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The contract showed the tank as half full, when I got the truck it was much less than half full. When I told the guy who was checking me out of the lot he said it wasn't showing correctly because I was on a slope. two seconds later on flat ground it still didn't move. Starting the new year off by being dishonest to your customers

Molly S. on

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Great service, easy pick up and drop off.

James D. on

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The van could have used a good sweep and wipe down of the cab, but overall I had a smooth experience, and the staff were helpful at every stage of the transaction.

Wei-Lin L. on

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Customer did not leave a comment.

Steven S. on

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David T. on

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Tazmine L. on

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Michael S. on

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My biggest gripe is your fuel policy. I returned the vehicle with a quarter tank more fuel than I left with. Your gain. I incurred a Golden Gate Bridge toll, and I know you will bill me for that, likely with a service charge. Nice policies for you, but a big ripoff.

CHARLES T. on

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Neculai G. on

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Gaetano D. on

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Laura C. on

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We didn't get our preferred pick up or drop off location which was a bit inconvenient. We also were never contacted by a uhaul rep to tell us our pick up had been scheduled, I had to call in the day before. The reps on the phone were helpful, but I was told we would be called as soon as our pick up was scheduled.

Elizabeth W. on

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When I arrived to load my U-Box on 12/10/2016, my box was in another U-Haul location. It took almost two hours of waiting for the U-Haul staff to work this issue out and provide me with a box to load. This severely cut into my packing and loading time and was one of the worst logistical problems I've ever had in my life. I don't think it was the staff's fault, I believe it to be a system failure. I also was not notified of when exactly I could load my box. I thought I could load it past closing time if I needed to but it turns out I couldn't. No one notified me of this and it would have helped a lot. As a direct result of these issues, I ended up having to throw a lot of my belongings away and suffered undue stress regarding my move.

Chris H. on

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You were doing great until this survey. Surveys like this are like a trophy for a kid that "Participates". I'll let you know if you fuck up.

George W. on

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David R. on

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Amy L. on

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Be more honest with your odometer. I know exactly how many miles it is to my home in Los Gatos. 45 miles. So, when the odometer indicated that I drove 105 miles (over 50 miles each way!) I knew something was wrong.

ANGEL L on

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I have not any reservation with U Haul this is FRAUD

tuzhao c. on

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keigo y. on

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Blankets were dirty

DOUGLAS M. on

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Amesh P. on

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Friendly staff, no wait. I was in and out in minutes

Julio A. on

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Well i think this si amazing the way it is

Brad A. on

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I rented two pick up trucks in the past week from this same U-Haoul location and was disappointed that both times the trucks were dirty. I even commented to someone with me that it appears that U-Haul has let its standards slip. The second truck smelled so badly of marijuana smoke that the attendant, got some spray and tried to clear it out, but it was still bad. It used to be that you could always count on getting a clean vehicle. Now, I really question the quality of service that the company is striving for.

VINCENT P. on

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Cassandra S. on

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Margaret M. on

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JENNA S. on

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Vehicle was new and much easier to drive than older models, but filthy inside - reeked(!) like old stale cigarettes, dirt on dash and steering wheel, window was so dirty I had to clean the inside to even see when the sun glared on it. Facility was clean and staff was nice, but service was slow and there was a line

David C. on

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One of the easiest moves I have ever had. Friendly and helpful staff. Would highly recommend.

Alan B. on

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cnythia p on

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Absolutely horrible. Never again

Taylor B. on

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Be more clear about fees. My bill when I returned the equipment ended up being way more expensive than I was expecting to pay. Also when I was given my equipment the guy was very short and not very friendly and I called later with a question and the lady who answered the phone was no help and transferred me to the corporate customer service desk and then I was transferred to a fax number. Overall the whole experience could have been a little better.

jennifer c. on

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Astrid A. on

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This was NOT the location I was supposed to pick up the U-Haul at. I requested the location Valencia and at 7pm the night before I got a reservation email from a U-haul location on Treasure Island. After spending $50 on a lyft to that location, the place was not open and the only U-Haul there was wide open in the pouring rain. Not only should the original location no longer be a registered U-Haul provider, but I had to pay over $100 in lyft fees to travel across San Francisco to access a U-Haul that should have already been accessible in the first place. NOT ONLY did this entire mess happen BUT I was told that a manager would give me a call that same day and NEVER received a call.

PATRICK M. on

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great !

Johnathon F. on

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Super easy and fast to get in and out

rolanda m. on

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I liked my overall service.

CHARLES U. on

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Matthew C. on

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Alejandra helped me with check in. She was professional, knowledgeable, and processed me quickly.

Samuel S on

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Thank you to the awesome UHaul staff who helped me out, made my move a pleasure.

victor e on

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One of the three locks Not the one where you put the lock, though was broken.

David C on

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Boxes were ready in SF when I needed to load them and were delivered to Portland on the scheduled date as promise. One of the easiest moves I have ever had!

JUDY O. on

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came to the storage location to move a young lady's belongings out. The 10x10 unit was over ridden with rodents, covered with rodent droppings and had a rodent poison trap inside the unit. There was a baby mouse dead, and foul odor. The rodents had eaten into bags and boxes and most of her belongs had to be discarded. The staff were nice and kind. They helped us rent a truck to move out the furniture and helped her sign out.

William T. on

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First time using uhaul and had a very pleasant experience. Will use again

selwyn w. on

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Very helpful staff!

John M. on

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Excellent experience.

Joel O. on

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Kerry G. on

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Teresa G. on

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Thank you for making everything so easy for me yesterday. They have a 24 drop off wich is excelent

keith d. on

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Staff very friendly and knowledgeable. Willing to help and go out of their way for the client.

SAMI G. on

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Dear Survey Team, So far, people at U-Hal have been really nice, efficient, and helpful. My U-Hal box just left San Francisco yesterday 12/13 and is on its way to Boston. I hope it will arrive there safe and sound by the end of December. And I have to say that without the support and efficiency of the U-hal team at U-Hal San Francisco (Bryant Street), I would not have been able to ship my stuff in time. Among the U-Hal Team, Jessica Ramos was simply GREAT, KIND, and SO SUPPORTIVE. Finally, I would like to thank you again for your support and wish you a Merry Christmas and a Happy New Year. Dr. Sami Gritli

leonard c. on

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Nicole M. on

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Make it more clear that a UBox fits one room, not a one bedroom apartment or studio. We had to get a second ubox at the last minute and that was a bit hectic

roche h. on

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paul N. on

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Jarrod A. on

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The drivers side door really took some force to close, I was surprised since the vehicle only had about 23,000 miles on it.

Ignazio L. on

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Truck transmission made the truck run at crazy high RPM and the left mirror was loose and unusable.

JEFFREY s. on

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Thank-you!

Jeremy S on

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Commitment to free storage for 1 Month on phone was not maintained once I arrived with 26` Uhaul to unload. The staff was unfriendly, but his was a disappointing experience. Will pursue with Uhaul.

Steven W. on

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I would never rent a van from this location. You had only one person doing the check-in and what should have taken five minutes turned out to be a twenty minute delay. She was apologetic, but whoever is managing this location needs to have better staffing, especially during the morning pick-up period. Also, there were no carts available for transporting contents to and from the van to the storage unit.

Corrie S. on

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When scheduling the return of my 26', I had arranged the 30 day complimentary storage. The Rep. indicated as he only had small units available, he would split it between two. Upon arrival, with movers scheduled, the staff informed me I would have to pay for the second unit. I was left with no choice. I was disappointed they would not honor what they had indicated.

BREND M on

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Super friendly and helpful staff. Thank you!

Nicole M on

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Advertise U-Box storage space commiserate with the type of apartment it fits. A 1 bedroom box fits should fit a 1 bedroom apartment, NOT one room. I had to get another box at the last minute

michael h. on

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houston s. on

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Genevieve L. on

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Tatem d. on

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Colin S. on

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Nathaniel L. on

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Expensive price

Tara K. on

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Jordan Z. on

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John H. on

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The first time I rented from you, the return was much quicker and easier. The second time, somewhat more annoying.

Jack B. on

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Great service tonight. I was in and out quickly and the employees were very clear and helpful.

John G. on

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ARTHUR V. on

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Tally R on

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Boxes were out on time. Employees were helpful and nice. Great experience.

AARON H. on

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Clearer instructions on how to get to the truck pick-up location

Helmut S. on

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Mia C. on

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Dace D. on

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ANGELA I. on

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Adriana P. on

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Jay A. on

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Nick R. on

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Lowell D on

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Always encountering issues at this location and with these U-boxes. Still waiting on the mananger to call me back after he stated he would last week.

Austin S. on

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DENNIS W. on

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Nothing! Very Pleasant and professional!!

DANIEL T. on

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Tracy H on

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Staff was very helpful. My dads in the army and he told me about it. When he has to move he calls u-haul. Thanks guys

mario l. on

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The van smelled of urine and was not clean at all. No offer to compensate me was made. The service was very slow. Nice people though.

edward b. on

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All Excellent. Thank you Will you sell or redevelop your real estate? Ted Bartlett 415.254.0711

Shirin M. on

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Barbara S. on

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There was ;limited staff so when something went wrong with another client's truck they had to scramble and we had to wait. That said, the staff were courteous, helpful and friendly - a pleasant surprise on a Sunday morning at 7:30 am.

Justin M. on

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The van I was given first was not clean. It smelled like someone had been living in it; which was probably true. I swapped out twice for a new van - the second one had the same cleanliness issues.

Nancy N. on

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It is very important to note there is no overnight drop offs during the online reservation process. I also had missing rental equipment and since this location seems to be short staffed, I was not able to obtain equipment easily. The truck rented to me also did not have any gas, which ate into the limited time I had left before returning the truck.

Marc R. on

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I broke my foot 10 min into the move and had to return the truck without barely using it. The guy who took the truck back went above and beyond. He was so nice and compassionate. I really appreciated that when I was in such pain. No robot could replace that.

Raeline W. on

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I requested 6 moving pads but was charged for the full dozen.

Dean A. on

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I was told there was parking when I called to reserve, when I got there I told the guy at the counter that I was told parking was included, he said no, I said that's not what she told me and he said you can park there if you want and you will get towed in a rude manner, won't be renting here again

SETH H. on

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There are a few things I can always expect when renting from the Bryant locations. 1. Trucks at the Bryant locations are consistently dirty. 2. I also feel the staff, well, rather the gentlemen with large redish beard and the heavier gentlemen, who constantly wears headphones at the return dock, lack anythings which remotely resembles what you would call customer service. 3. It also seems the manager, Casey, appears rather apathetic himself, so it's no surprise his staff's effort to provide any customer service is absent. I've rented from the Bayshore Blvd and Valencia St locations before, and their customer service is a 180 degree difference than the Bryant location, so this leads me to believe the good talent is out there, but just not at this location. Perhaps this is a top down issues. I would recommend corporate look into this location and perhaps provide training to improve this team's performance from a customer facing standpoint.

ISMAL T. on

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Alice C. on

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This location is very busy at the end of the month, in the mornings, especially on weekends. I would advise arriving earlier than your pick up time if your schedule is tight and need the truck at a specific time.

Douglas C. on

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Very tough location in Downtown San Francisco. Garbage and homeless tent cities lining the streets. I was glad I was along on this move for my young daughter. The employee checking us in was polite and cordial but the computer systems of UHaul were "malfunctioning" which delayed our drop-off process and inconvenienced our ride away from the facility. Based on the front end and back end of our experience, we will probably use Penske or Budget in the future.

MAURICE G. on

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NANCY P. on

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You have some really nice service people who work at this location

CHRISTOPHER D. on

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Wendy F. on

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This location is not in a nice part of town. It is not Uhaul's fault but the homeless tents and people directly across the street are VERY disturbing and unnerving. The people hanging out there are a bit obnoxious. The GM Casey Clark was fantastic and very very helpful. He helped a lot especially as we were very unhappy with having to take the car dolly to another location for drop off and then go back to Bryant to unload. And it took 30 minutes to discuss and change the storage unit to the one we reserved (5x10 not 4x8). Most all of the problems were a result of the original reservation taken at the toll free line with a lot of incorr ct information given. With the help of Casey we were finally compensated for all our inconveniences. The location WAS clean but NOT inviting.

Philip W. on

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Christine B. on

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Tough location with homeless people, however, the employees were incredibly helpful and amazing people. They were very nice, patient, and helped me with all my needs. Every single person who works there made my experience with UHAUL great. Thank you so much to them!

HAYES M. on

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nicolas l on

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lot of issues getting my ubox numbers.Jay was the only person that was helpful when communicating.She went above and beyond. Everyone else was unprofessional and unhelpful.Movers were very good.

Rob G. on

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Very friendly customer service inside and out

NICOLAS D. on

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Was disappointed I had to wait 1.5 hours until the person in charge of storage came in. I arrived at 7AM as that is what the store hours said, but had to wait to be able to move into storage unit until 8:30am. I think if staff can't be there on time, other staff should cover. I had a great overall uHaul experience, but this was a small inconvenience-- I was late for work because someone came into uHaul late for their job....

emily m. on

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Esther K. on

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The attendants at this facility are nice, but they do the minimal requirements. I wish they could be a little more helpful with a more positive attitude.

jacob w. on

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Customer service was excellent. Helped me and my brother move his household coat effectively and safely. Very happy with my experience at u haul. Will definitely use again !

Mary B. on

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Staff was GREAT at all touch points! Everything went smoothly and everyone was friendly and hustling. Would definitely recommend.

lynn b. on

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alex B. on

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Stephen P. on

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A really good rental experience!

KUNAL B. on

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Isabella C. on

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Customer service was good. Would like there to be a drop box to drop off key. A lot of homeless and police activity outside of the location-- very unwelcoming.

Jefferson P. on

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Reservation was made online at the San Rafael location. Very disappointed that i was called the night before (6PM) to change my pick up location due to the unavailabilty of trucks at the San Rafael location not my fault. We had to rush to San Francisco, the location is in very dangerous looking nieghborhood with a homeless encampment across the street. I was worried my car would get broken into or stolen while I was in the store.

Mark Z. on

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Jennifer H. on

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The guy who helped us was the best! Definitely give him a raise.

Keenan B. on

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Marinna A on

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I have been very disappointed with my overall experience. I am so happy to finally be done with my ubox.

Timothy D. on

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Steven B. on

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My Uhaul experience was seamless. Good guy behind the counter. Nice clean fresh vehicle. Smooth check in and very easy return. I will use them again.

Mitch T. on

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greg h. on

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The cosmetic service could be happier. None but one of them seemed happy.

alan b. on

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Your confirmation email said 100 Valencia so I went there only to find out I needed to go to Bryant. Very annoying.

Miles K. on

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Great experience! Check out was a sinch and the gentleman, I think his name was Ray, was excellent.

ROCHEAN C. on

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Hanna Y. on

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Very deceiving about the price. I will never come back. I made a reservation online and the rate they gave me did not match what I was later charged on my credit card. I feel completely cheated and really disappointed. Will probably call to complain and leave a terrible review. I would have done things differently had I had all the information from the start....

David M. on

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The return of van experience was deplorable. I have rented from this venue at least 20 times in the past few years and never experienced such a rude employee. the employee thought he was living out the life of prison guard. Demanding I stay in the vehicle and go through a comprehensive light test to ensure all light bulbs on the van were in working order before being allowed to exit the vehicle. His manner, demeanor and general intelligence were so far below an average humans that I cannot believe he is employed at all. Such was his rudeness that I will now end my relationship with Haul and rent elsewhere in the future.

Stephanie N. on

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The area of the office is a little scary and I thought it was strange that we went back to get the truck and then had to pull it to the exit to "check out" and get the furniture dolly.

Gayle M. on

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The whole deal was a rip off. The fuel gauge was not working and I put almost 20.00 in fuel and it was still on E When I got the vehicle the guy said if I brought it back on 1/4 tank the rental would be 12.00. It was not. Everything I was told was WRONG and FALSE. Then the homeless factor bothering us!! OMG Casey the manager was not on duty.

Adrienne S. on

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We were informed the day before that our pickup location had changed, it would have been nice to be informed sooner since we had to change many plans.

Spenser C. on

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Tommie M. on

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of course, there is the situation with the homeless encampment across the street. otherwise, all the employees are great...maybe a little jaded...but mostly very friendly and helpful. I also need to give a shout out to the customer service team that called me to let me know that I was late returning my uhaul and was helpful and flexible in allowing me to keep it longer. I screwed up and they were awesome and deserve props!

David C. on

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move to a less scary neighborhood.

Grant C. on

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Great experience booking online and with pickup. Only issue is with fueling situation. Its a big hassle when you pick up a vehicle that is only partially fueled so that when you return it you need to try and figure out how much fuel to put in to return it to the partial level. Its SO MUCH EASIER to get a full vehicle and return it full.

JACOB M. on

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Michaele V. on

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Reserved a 10 footer to be picked up at 2498 Sutter St location. Was told that I was sent a text that the vehicle is at the Bryant location. Had to spend $40 on a taxi, then was charged $80 for being an hour late for the movers. Unhappy! Sutter location was necessary confirmed, changed, without notice and I am not happy! Michaele Vargo

AT H. on

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All went well

Asim Can K. on

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Cashier was rude, we did not like the overall experience of location but the truck was fine as always

Leslie M. on

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The area around this location does not feel safe.

JONATHAN V. on

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I wasn't totally clear on the rental period / thought it was 24 hours, but pparrntky is was til the end of the business day. Could have been more explicitly spelled out by the agent.

WANDA G. on

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EVEYONE WAS VERY PROFESSIONAL AND EXPEIDTED MY RENTAL EFFORTLESSLY.. Thank you for helping me with my MOVE... WG...

MICHELE W. on

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This is the best run u haul facility Ever and I have used many of them over the years. Highly organized and helpful and flexible. The service is consistently good time and time again.

Christina R on

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Very friendly accommodating when I realized I made a mistake in the size of the unit I needed.Politely quickly found a unit that was suitable.She answered all of my questions adequately.

JOAN C V. on

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KHUSHROW M. on

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We have Uhaul on Treasure Island, SF and I live on the island but never get a Cargo Van at the location. Please do something about it as it would save lot of time for the island customers. That was the only very upsetting thing.

Kristin S. on

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Customer did not leave a comment.

John N. on

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The Park-Merced U Haul is closer, why did I have to go downtown? That did cost me more miles.

Caline D. on

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Alex M. on

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Shawna K. on

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Davide D. on

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Stephanie C. on

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I was a bit nervous about the last minute notification as to where I Would pick up the truck and if the time I requested would be honored. I like the plan ahead a bit more than that plus I had to let the movers know.

Ken B. on

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The people are great at this facility. We own a business less than a mile away and use them all the time. The only complaint is that the windshield is constantly filthy on almost every vehicle we've rented. We make bets on whether it'll be clean and I always win - a smoker or some such person ahead of us. Give them some windex and a towel and you'd have an A-1 rating.

jacob w on

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Service was great and prompt. They made sure had all I needed and had me in and out in no time!

Stephen G. on

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Charge what is in the contract not a different surprise rate.

CARLOS D. on

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Everything is good

Yukon C. on

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n/a

Peter M on

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Need larger unit doors, aisles and elevator height. Needs mobile ramps or lifts for raised units. Needs scrambled access codes and loiterers off sidewalk. Excellent staff

Omar A. on

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Great customer service!

Angella M. on

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We were waiting outside around 7:45am till 8:20am for someone to open the location. There was someone who was there since 6:45am. Also workers were standing outside with us. The general manager who got called in was very competent and handled the situation very professionally. But until there is a new location manager I wouldn't recommend this location.

Matthew R. on

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John F. on

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Dennis J on

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Your web site is incomplete, you returned my box without the cover or my lock, and was held together with plastic wrap! I want a refund! call me.

PHILIPPE D. on

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I arrived at 6:45am for a 7am store entrance. Store did not open until 8:35am. Completely inexcusable. Cost me a job from one of my major clients. Completely ridiculous.

Joshua Z. on

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Lady who helped me was incredibly nice, patient, worked hard to get us a truck even though she said they had overbooked vehicles. Gas was nearly empty when received. Tried to point out that levels didn't match but guy didn't seem to care, just put in extra gas and was annoyed. PILES AND PILES OF USED SYRINGES where you wait to get your vehicle. Yes. Really. You're basically avoiding needles while shooing away people trying to offer "help"

Jeff W. on

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service desk person was mildly rude and not a clear communicator and became slightly impatient when I couldn't answer her question, but because she had not articulated a question clearly. Person who checked me out was friendly, but she marked up the gas above where it was at, even though I mentioned the gas meter was a 3/8 full. She ended up marking closer to 4/8 - thereby costing me money. Overall, truck was fine. But what a terrible place. A homeless encampment is nearby, with mexicans looking for work straddling the sidewalks. Will only go here if I really have to in the future.

KIMBERLY P. on

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On Sunday, 10/2, the U-Haul online system was "down." I was charged $80+ for the rental plus deposit. I was told that someone would contact me on Monday, 10/3 to adjust this (once my information was entered into the system). I was never contacted. I called and left a message and the manager was supposed to call me back. No one called me back. I called again today, 10/4, and was put on hold for over 10 minutes. I finally hung up and called the 1-800 number. I am still trying to get the charges adjusted correctly, since what is showing in my online credit card account does not match what was supposed to happen.

Robert F. on

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they were supposed to call me due to a problem with the mileage before billing me for the extra miles and days and did not. try to contact manager several times no luck, so stopped payment on overage bill

ROBERT S. on

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cheerful informed staff, got in and out quickly, good all around thanks

Amy V. on

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Unfortunately, the employees keep poor records and maintenance of the vehicles. I was charged for 21 miles when I only drove 8 miles. The printed record showed that the vehicle had 13 fewer miles than it actually did when I picked it up, and I was charged for those miles I did drive. I will never use these services again if I am not reimbursed nor recommend their services.

la shawnte b. on

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The inside of the trucking rented was extremely dirty. They were a bit unorganized. My truck was behind another one and I had to wait for an attendant to move it. I asked for a dolly that wasn't given when I pulled out, so I asked for the charge to be removed. Other than having to return to the office three times before actually leaving, the truck itself ran well. I accomplished what I needed it for.

Layla K. on

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Absolute worst experience using Uhaul and even more terrible experience with the manager of this location. I rented a uhaul van to transport my things to my new apartment. After I had loaded all of my belongings, I began driving and the Uhaul van broke down on me. After 30 minutes of phone conversations and roadside assistance discussions, I was told I would have to wait for a repair man (which could take up to an hour or longer). I tried up the van after waiting some time and the issue had resolved, so I decided to give it a shot. I made it to my destination. To explain the issue further, mid-driving, the car's acceleration broke down and I could no longer accelerate (imagine if I had been going 70 on the freeway). I went to return the vehicle the next morning (this location opens up at 7 am). After returning the van, I asked to speak with the manager and found out the manager was running late. Doors did not open until 7:30, making me late for work. I described what happened to the manager and his explanation was "yea, we have noticed that some of the vans in a shipment have been doing that, so we just wait for costumers let us know to take them in for repair", so basically I was their guinea pig. He proceeded to tell me that they would take it into the shop to determine the exact cause and THEN we could discuss compensation. He actually jokingly said, "thank god you were not on the freeway". The manager than asked ME to call THEM to find out in a day or two. In no way is it my responsibility as a customer to follow-up with him. I am so appalled by this manager's decorum as well as the customer service I received from Uhaul. Absolutely ridiculous service provided by Uhaul.

Michael S. on

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Everything in the U-Box was good, but in the transportation of the box, my TV was shattered. We packed this u-box extremely well, bought insurance on the box itself, and even purchased U-Haul's recommended boxes to transport a TV, and it still arrived broken.

Ruth H. on

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Customer did not leave a comment.

Clayton W. on

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Will never use Uhaul again. You obviously bait and switch with pricing and don't give any employees (at least none that I had access to) the ability to explain charges. Total rip off.

Kael K. on

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Customer did not leave a comment.

David M. on

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priyam p. on

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Shimul B. on

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The customer representative was having trouble finding the truck and needed lots of help from her colleagues which caused a delay of more than 20 minutes. Other than that everything else was pretty smooth.

Thomas P. on

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The best U-Haul location ever. 10/10, excellent customer service and experience. I'm sad to move away!

Peter L. on

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The staff working is not competent. I waited 30 minutes before a staff member could help me.

Derek B. on

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Hire salesforce

Thomas H. on

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Expedite the process for getting a vehicle. There is always only 1 counter open and the line gets long. The last thing someone wants on moving day is to wait a long time. This time the cargo vans locking mechanism didn't work. To unlock I always had to put the key into the ignition so I could unlock the doors. It was a bit of a hassle.

Bhaskar S. on

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They didn't know what temporary license is even though it was issued by the police department.

Luke R. on

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Customer did not leave a comment.

ANGELO I. on

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Joshua G. on

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For starters, when I initially called I was told I could leave the truck at this location. Once I found out that I couldn't, the lady told me to drop it off at 1575 Bay Shore, so I did and dropped off the key. I had to call back at 1pm to find out why my truck wasn't taken in yet. From there, I had to speak to 3 different people and waited 30 minutes until someone from 1575 Bay Shore could help me. I don't know where everything went wrong, but it was a very long and stressful process. The original truck that I was going to take had to be resigned because there were two other trucks in front of the one originally assigned to me. This could have been the problem. I still do not have a receipt for everything and will never go back to that location and will tell people to not use this location. Patrick was helpful though.

William D. on

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Very service oriented met us at the curb quickly closed out our rental we were in a big rush to catch our bus home to Los Angeles from San Francisco

Felipe L. on

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Customer did not leave a comment.

adam p on

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I am living out of town and the hours are not the best, but the location is good for when i am in town.

angel c. on

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Customer did not leave a comment.

DANIEL S. on

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I have been using this uhaul location since I first moved to San Francisco in 2011. Originally I was in a band and we used it to transport equipment to and from gigs. This time I just used it for moving. The one thing I think would be SOOOO amazing is if Uhaul, in major cities, had specified parking areas sprinkled throughout the city so that when I have to park it over night I don't have to spend 2 hours of mileage, gas, and time looking for a parking spot. In San Francisco this is a particular issue I have had EVERY TIME I have rented a Uhaul. So maybe 40 hours of my life has been spent driving in circles around the Richmond and Sunset districts of San Francisco looking for a parking spot. Then when I do find a spot the sign says, "no parking for vehicles 7 feet tall and 22 feet long" so I had to google, "how tall is a Ford Transit 250" and I get "83.6 to 109.4? so I just assume, "well uhaul doesn't want their vans towed so I assume they are on the shorter end of the spectrum, but your website lists them as 7 feet tall and does not specify a length. So I have always just had a bad experience parking it. But if you had like, just a lot with ten space that only uhauls could park in then you would decrease the likelyhood of the uhaul being towed and increase the likelyhood of getting customers, because I have not used a Uhaul before specifically because I thought, "I won't be able to find parking, lets just find another way to do this"

Noelle L. on

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Christopher L. on

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Tamir A. on

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the vehicles are blocking each other, and this is the second time I get keys for a blocked vehicle and have to wait till one of the reps move the blocking vehicle.

tara s. on

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Customer did not leave a comment.

ismael t. on

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Wiley W. on

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you should not require that users answer every question in this feedback form that is a pain in the ass every aspect of the uhaul experience was simply amazing-- I am a UX / Service Designer and just loved how good the online experience was and the fact that all the informational stickers in the truck are in the place where you need them

Barrett L. on

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Facility is nice, people are friendly and helpful, location is really sketchy, you always get haggled when you drive up and I never feel safe parking my car, especially at night.

BARRETT L on

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The facility was clean, Folks working there have been nice, but It takes a while to check out waiting in line not enough folks. The street and area are really sketchy

Diana C. on

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great service

David F. on

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Long line waiting to pick up. When I got there, there was only 4 people ahead of me and it took over 20 minutes to actually get the van.

John D. on

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Excellent, fast In and out . Great user experience!

Lawrence C. on

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Customer did not leave a comment.

Andrei P. on

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Michael S on

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They did not have u-boxes ready when I came in, but were quick to get them together

Cindy G. on

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Steven M. on

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We originally ordered the truck from the Sutter Street Location. When we got there, the person who rents the truck(s) was not there and no one knew where he would come back. Also, they said they only had 1 truck and it was reserved for someone else. Not sure why the site would allow me to book it. So we changed our reservation to another shop. All was good until we received a flat tire. Called for service, 1/2 later, service came. To make a long story short, a 3 hour project lasted 5 hours. Not happy!

sayed o on

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Top Notch. Alejandra and Wes were simply wonderful throughout the whole process!

SUSIE C. on

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The block of Alameda St where U-Haul is located is so terribly disgusting, it really turns ones stomach. The filth, the stench, the sad people shooting up in broad daylight is a rough gateway to traverse on the way to your doorway. How about asking the City to install mobile restroom facilities, like the Lava Mae showers/sinks/toilets? It wouldn't remove the homeless, but it might make the experience more palatable. Thanks, Susie susie@archsupplies.com 415-225-5299

rudy c. on

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Inservice for the branch manager IE reservation desk mr. Sanchez and Company to be well-versed in measurements of household goods for better recommendations of a truck to be rented otherwise their courtesy both mr. Sanchez and the eminent guy or young men are excellent and they did their best under the situation thank you much and have a good day

Kathryn T. on

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The service was wonderful, but the location made me uncomfortable.

Susan R. on

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It was a good experience except the "Choose a drop-off location" part. On the website it says it's "just a preference," but then when I found one closer it wouldn't let me change to the new location. Then I get a call from the guy saying I HAVE to return it to his place because he has it reserved for someone. If I had known it was a firm choice and not just a preference, I wouldn't have selected a drop off location because it honesty screwed up my day.

benjamin w. on

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Customer did not leave a comment.

DOUG G. on

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Should have suggested 35 miles for use. When I asked for mileage, it should have been explained about overage in miles. I just added 30 dollars to my bill that was unneeded.

Zachary T on

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After calling multiple times to confirm everything would be ready movers arrived and no one knew anything about my uboxes, took 4 hours to locate them

Rachel E. on

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We rented a van from you several weeks ago. That van had a back up camera and remote door locks which were both nice features. The van we rented this time didn't even have power door locks and it certainly didn't have a back up camera. It was sooooo annoying to have to turn the car on just to unlock the back door each time we brought a load down from the apartment. Please do anything you can to make sure your fleet has remote door locks and back up cameras.

Tamir A. on

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Customer did not leave a comment.

Bruce W. on

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Jery W. on

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1) I rented a cargo van. The engine light was on and the service person told me it's ok to drive. I got engine fault right after I left the station. 2) I came back to the station. The front desk person ask to go get roadside service before I can swap the van. I end up waited around 2 hours to get a replacement van. My suggestion to Uhaul is 1) never allow a broken car leave the station 2) The front desk should not let customer wait for 2 hours if it's at Uhaul's fault.

BONNIE J. W. on

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Make sure your trucks are suitable to drive

Nathan M. on

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Thanks to staff for working with me in returning the vehicle a few minutes late.

Thomas D. on

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We got the truck and it looked to be fairly new. We got to the storage facility and loaded up. As we were leaving my partner told me to stop and look at something. I got out to see that the right front turn signal was hanging by the wires!!! I was able to snap it back in, but no longer felt comfortable about the truck. I told the guy that received the truck on return and his response was an "Oh Well..." I was A little surprised at that. I'll check closer next time. Much closer!

Jorge M. on

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Before someone move of from the place can you have somebody check the rental units to verify the mills, and the condition of the unit before we Moved out from the place.

Helga S. on

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Customer did not leave a comment.

ALEXANDER M. on

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The whole staff is super helpful and friendly. Everyone I interacted with were on point and gave great customer service. I would definitely come back to this location again.

Grant S. on

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This location is great, however, the back of the truck had clearly not been swept out. I don't really care about that though because its kind of expected. The main reason I gave this a low review is because of the customer service when I was picking up the truck. When I arrived, I was next in line to be helped and there were 2 cashiers. Both were helping someone. I WAITED ABOUT 15-20 MINS TO BE HELPED EVEN THOUGH THERE WAS NO LINE. The lady that was helping me then proceeded to randomly walk away in the middle of helping me without telling me why. I was just sitting there waiting for her to come back. She was nice I guess but I ended up waiting about 45 mins to get my truck when there was NO line. The other cashier never even finished helping the person that was originally in front of me when I had left.. By the time i was finished there was a line of about 5-7 people behind me and man do I feel bad for them. Once I got in the truck though the service was great and I was rolling within 5 mins. When returning the truck, I waited only about 7-8 mins even though there was 2 trucks in front of me.

BYRON H. on

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Lower the rates!

DANIEL D. on

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No suggestions. Great experience, thanks!

Jeremy B. on

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Customer did not leave a comment.

Jon G. on

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I routinely spend 1K-2K per month renting Uhaul Cargo vans. Recently I returned a van at closing time. Immediately after drop-off I realized I had left a backpack behind the passenger seat. I was unable to talk with a person at the physical location and kept getting routed to a offsite customer service rep that could only "send a message to the office" The office eventually called back nearly 24 hours to say the backpack wasn't found. I knew this couldn't be possible because i was 100% certain it was left in the vehicle. I was forced to drive 45 minutes into SF and demanded to inspect the vehicle myself. The vehicle was ready to be re-rented and, of course, my backpack was exactly where i said it was. The employees response was "we never look behind the seats".. Please try harder.

Lothar S. on

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Customer did not leave a comment.

Anna A. on

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The surrounding area was quite sketchy with a big homeless encampment. It is not a location that I would recommend someone to walk to.

Chris p. on

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We had a very good experience. Truck was clean and in good working order. Great customer service from beginning to end.

Kevin M. on

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Customer did not leave a comment.

Andy H. on

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I was impressed. There was a customer service rep at the driveway to check me in. She was friendly and very funny.

carlos g. on

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Customer did not leave a comment.

BENJAMIN B. on

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I really enjoyed my business with UHAUL today. The workers were courteous, polite, well groomed, knowledgeable and very punctual. UHUAL is a strong organization.

Alton I. on

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Customer did not leave a comment.

Ekaterina K. on

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Maria Riza L. on

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Pick up was fast. I was out of the office in 5 minutes due to the early online check-in. That was a big plus!

DANIEL S. on

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When I was at the desk inside the store I was shown a fuel level for the car I was getting. And I accepted that I would return it at that level. When I went to pick up the car the customer had parked in the way and so I had to get a new car. I was not advised by anyone that the fuel level that I needed to return it when was different because it was a different car and so when I arrive to return it it was fueled to the level that I accepted in the store. However that was not an appropriate fuel level for the car I was given in so I had to pay for refueling charges. I know that the refueling amount was on the receipt I was given for the car but I didn't look at it because having used U-Haul multiple times it's not something I usually look at. So if there happens to be a car change after you accept in the store to a certain fuel level perhaps the person giving you the car should indicate that the fuel level to be returned with has changed. Other than that place is great and I will continue to use them. Another thing I guess I just made an assumption about was that in San Francisco there are height and length restrictions regarding where you can park certain vehicles then I was not given the dimensions of the vehicle so I had to look up how tall and how long a Ford Transit 250 is and that specific car has a height and length that vary from car to car. So perhaps it could be written on the receipt. But I just assumed that being in San Francisco that the San Francisco Fleet of Ford Transit 250s must comply with the cities laws otherwise they would be towed all the time. I also drive the van 22 miles, 15 of which were spent trying to find parking. It would be brilliant if uhaul contracted with the city to have park spots made available for overnight U-Haul parking only. I'm sure building parking lots in each city would be out of the picture, but I'm sure that you could contract with places like safeway, who do not allow overnight parking for safeway customers and thus have ample parking spots, to allow U-Haul to park in their lots from 10pm to 8am.

Marc P. on

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Kendra A on

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I absolute would not use this service again. They recommend that you park your U-Box illegally, and don`t actually answer customer complaints.

John G. on

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Customer did not leave a comment.

sameer c. on

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Linda J. on

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Horrible--electricity out so could not use paper confirmation. Also, on return was told 24 hour drop off and was told when arrived at 8:30PM--it was not. Finally, found drop box after calling central phone number. The call center was NO help--told to leave truck unlocked and key under mat--Wrong! We would never have done that. Horrible waste of one hour.

David B. on

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The representative, Anaya, may have spelled wrong, was extremely professional and courteous. This is a rare trait these days, I was very impressed and thankful of her customer service.

Sabrina B. on

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I was informed on the phone that straps would be included in the truck. When I went to pick up the truck, I was told that the call center often misinforms customers. I had to buy rope and bungees which I hadn't budgeted for. Also, when I made the reservation I specified a different pickup location than the one I was scheduled to pick up at.

Sandra H. on

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The ashtray was filed with ashes and inside car all dusty and smelled of smoke. The guy checking me outide with truck was actually smoking while checking the truck and giving papers. There was only one person at the desk on a Saturday morning at 9am with at least 6 groups waiting to rent. The woman at the desk was very pleast and helpful, especially since she was fielding alot of impatient customers. She gets the Gold star for the day. Checking in was fast and easy and the guy who checked me back in was also very friendly, efficient and professional.

PATRICK W D. on

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Customer did not leave a comment.

PHIL I. on

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Communicate with customers like a person does when they give a shit. Don't give keys to a person only for them to find out their truck is parked behind another truck. Don't rent trucks to people with the gas light on. Don't rent filthy trucks to people. I could barely see out the windshield. There were empty drink bottles in the truck when I got in.. You suck

Melissa O. on

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Customer did not leave a comment.

TERRENCE J L on

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good experience all around.

RITA H on

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We stored our things for over 3 years. The cost was reasonable and we knew that our things were in clean safe place.

Kimberly T. on

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Customer did not leave a comment.

CHARLES R. on

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It's centrally located, so that's a plus, but other than that, it's not an ideal location. The entrance/exit is narrow and on a steep hill, and the street you exit onto is narrow and congested with large trucks. Little about coming and going from this location is convenient. Also, the service of the booking agent at the service counter was a bit terse (though the agents in the parking lot were a bit friendlier).

Tesa S on

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They did a great job! Thank you!

randolph r. on

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carla a. on

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David C. on

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The quality of the trucks weren't great. The sun visor was broken on the driver's side and the window rollup bar was broken

coleman b. on

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I was very frustrated with this process. I arrived in San Francisco and went to the location listed on my reservation. That location did not hold my reservation and we had to start calling through the 1800 # to find out where they had moved my reservation and where to actually go rent my truck. I had people waiting on site to help me move and they had to wait almost 3 hours because I had to taxi around San Francisco trying to find this location on Bryant St (where I did not request pick up from and was not labeled on my email confirmations) and this was not budgeted for or time allotted for. I had to spend all this extra money on transportation just to get to the uhaul store that had my reservation when you guys could have easily either kept my reservation location in tact or informed me on a travel day that I need to be going somewhere else in a massive city like SF. Super frustrating and will certainly be keeping me away from using U-haul for future moves.

Katharine G on

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I was convinced to switch from a PODS unit to a uhaul unit when I arrived to rent a truck and was told the UHAUL unit was the same size- it wasn`t. The unit dirty.

gilbert v. on

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Customer did not leave a comment.

James N. on

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super helpful staff

Orlando S. on

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They forgot the to put the blankets to cover my furniture ! But Alehandra and I think Tiffany were amazing! Super nice ladies!

Brian G. on

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Alan R. on

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One person on duty to check in 6 trucks that lined up Saturday afternoon. But she was very efficient, helpful and friendly. The line moved along much faster than anticipated. She should be commended.

Blake P. on

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I made my online reservation for a time period that your in house person changed on me. He told me I could return it anytime after the time he put down. Thing is you OVERCHARGED me by an extra day when I talked to him about this. Also, I said no dolly. You put the dolly in my truck. I've rented before and its usally tied to the truck, so if useds its tie is cut. Well you guys snuck it on my contract and placed it loose in my truck. This is shady, sneaky practice.

Matthew H. on

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Customer did not leave a comment.

FANHWA y. on

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Thinsit U. on

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Jaclyn F. on

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When we arrived to pick up our truck, it took around 45 minutes to actually get checked in because there was only one person working the front desk.

KAL Y. on

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Customer did not leave a comment.

THERESA G on

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Staff/hours were great. Unit was mouse infested droppings EVERYWHERE. Furniture, boxes, floor. Items nibbled on. Writing to the manager directly.

ROCHEAN C. on

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Nothing keep up the good work

MEGHAN H on

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It was good but uhaul.com could not get things straight. All of my dates were different when I got emails and I had to call to make sure it reflected the right thing. It was very confusing.

GLENN B. on

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Customer did not leave a comment.

NEIL H. on

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I returned your heap of rotting junk with a full tank of gas. I wasn't compensated. You dispatch them off your lot with half a tank on purpose. Go fuck yourselves, gouging cunts.

Brenden D. on

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I have been charged twice by uhal

SARAH S. on

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Customer did not leave a comment.

Richard P. on

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NICE WORK!

John S. on

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All good, clean facility and new cargo van, I would go there again

Patricia L. on

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I rented a truck for 2 days. The SF UHaul representative told me that Uhaul would refund me a day if I returned the truck a day early. When I arrived in Santa Cruz that U Haul rep stated that he had never heard of offering a refund for a day. He said he would contact customer service and get back to me. However he has not contacted me. The representatives are uninformed and do not follow up with customers.

dom v. on

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Customer did not leave a comment.

ARTURO M. on

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Location has a lot of homeless line up in the street, It make it feel the place feel unsafe.

Joseph K. on

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I tried to return the truck at night but was unable to. There was no posted signage making it clear how to leave the truck and I was concerned about the safety of the vehicle.

RICHARD B. on

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everything was just fine

John B. on

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Jessica Ramos and other staff were so very helpful, I really appreciated that

John B on

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I would like to mention Jessica Ramos for the incredibly helpful service she provided. She was able to help me find my exact needs in storage and was very professional.

Christopher C. on

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The equipment functioned as expected, but it was very frustrating to be charged for two days instead of one. I was misled by the staff member who processed my rental, who claimed that I just needed to return the truck by the time the office closes, and that I just needed to state an approximate drop off time. Though I arrived within 20 minutes of that drop off time, I was charged for a second day. Now, I have to call a manager the next day to work on a refund. Very frustrating.

Emily s. on

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I had a great experience with the Bryant Street location. I originally called to get some information that I couldn't find online, and the rep that answered the phone was extremely helpful and we ended up booking my reservation over the phone. I called back twice for further coordinating and details and both times got very good customer service. Then when we went to pick up the truck ,the rep behind the counter was awesome as were the women who helped us pick up the truck, get our additional supplies, and finish our paperwork when we returned. Return was equally as easy and the whole experience couldn't have been better. Honestly, I was shocked that it was as easy and pleasant as it was.

matthew r. on

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Customer did not leave a comment.

leslie k. on

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Excellent, clean and friendly

evelyn c on

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There were rats in my storage unit. They ruined a lot of the stuff I had inside and most of it had to be thrown away. It was disgusting and disappointing.

Rachel P on

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The facility was very much under staffed and I had to wait over an hour to have access to my box. was never notified that I would need 24 hrs to access my box couldn`t move into my new place for aweek

minji k on

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Storage fee wrongly charged- took 10 days, 10+ calls and a physical visit for refund. Most of the calls were automatically forwarded to the national office, because they are busy.

eb t. on

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Staff was super helpful. Very friendly and positive. Customer service gave us wrong info so we went to another SF location first that would not let us return the truck to them. The added time/travel was frustrating.

Elissa M. on

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The van we were given smelled absolutely awful - like someone had been smoking in it and tried to cover it up. It was so bad it was nauseating.

Andrew M. on

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Customer did not leave a comment.

MALCOLM c. on