Customer Reviews for U-Haul Moving & Storage of Thornton

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 Thornton

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Muthukumaravel S.
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Extra gas on return was not reimbursed. While talking the vehicle i was told extra gas will be reimbursed and shortage will be billed. But while return they said the company policy is not to reimburse the gas and I may have misunderstood it.

THERESA M.
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Prices to high and customer service when returning vehicle very unfriendly

Amanda M.
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Customer did not leave a comment.

ROBERT V.
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Customer did not leave a comment.

Ketan P.
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Customer did not leave a comment.

Jeremy S.
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The online/cell phone pick up option was horrible. I had to go inside anyway so it took extra time.

Casey I.
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Customer did not leave a comment.

Celso P.
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Customer did not leave a comment.

CLINT B.
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Customer did not leave a comment.

Loic W.
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It will be great to accelerate the rental approval. I needed to wait roughly 10 mins to start my van rental.

don P.
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My long time reservation was canceled on my moving day leaving me no option to deal with pre plan schedule.

Sylvester B.
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Customer did not leave a comment.

ALVIN C.
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It was all fast and pleasant, perfect!

ERNEST I.
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I was charged twice for a one day rental. $76 and $54, which one will go back to me

TOMMIE B.
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Really nothing. My experience was great.

GEORGE O.
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Customer did not leave a comment.

Andrew F.
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Customer did not leave a comment.

Chad W.
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Customer did not leave a comment.

Ivan G.
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Customer did not leave a comment.

Rhoneil C.
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Customer did not leave a comment.

Chad W. | First Impressions |
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Great professional service

THOMAS A.
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Customer did not leave a comment.

Subramanian P.
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Had a smooth experience all the way from booking to handing the keys back. Dinging them by 1 star for the vehicle itself, a 17-ft truck, which absolutely needs to be retired. it struggles to accelerate and the wheel alignment seems to be off. the steering wheel needs to be kept turned by about 5 degrees to actually travel straight. It absolutely needs to be retired!

roman K.
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Customer did not leave a comment.

ALBERTDENNIS M.
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Customer did not leave a comment.

Ernest H.
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The service rep was awesome ! She was very attentive both when pick-up, then she was amazing closing out my contract.

Karren or leonardo j. | First Impressions |
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Customer did not leave a comment.

JAGADEESWARAREDD K.
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Return was not easy enough.

Loic W.
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The rental validation took a long time to go through.

JUNG K.
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Customer did not leave a comment.

Darryl R.
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Nothing. Great staff, friendly, precise and very informative. I'd definitely come here again

EDRIS K.
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Store manager Evan was great.

Fernando S.
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Keep professionalism daily

Stephen J.
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Customer did not leave a comment.

Christopher K.
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I do not like that the employees take a picture of my driver's license with their personal phone. This is a major identity theft concern. Why doesn't the computer have a camera attached for this process? There is no excuse for uhaul to require employees to use their personal phones to take pictures of client's sensitive personal information.

Shawna P.
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Customer did not leave a comment.

Julian P.
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Great experience, no issues

CHRISTINA D.
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Evan was fantastic. Helped us pick out a more appropriate vehicle which actually saved us money.

Florjay M.
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Customer did not leave a comment.

Carmen F.
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The truck has a service light on but we were told it was because of the anti theft system.

Thomas S.
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Customer did not leave a comment.

Bharath Narendra B.
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Customer did not leave a comment.

ALBERTDENNIS M.
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Customer did not leave a comment.

Olusola J.
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All the agents I came in contact with were very courteous and very professional.

Kim E.
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The steering wheel and the seat were super sticky gross. The shook absorbers were out. We were bouncing in the truck. Good thing we strapped the items down in back. Otherwise, every would be jumping up and down in the back. My moving trip was 20 miles each way. We could NOT wait to return truck. $19.99 + addition cost per mile + gas cost + addition fees. Not worth it!

GEBREHIWOT T.
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I made reservation 4 days before when I went to pick up the truck they made it ready for me and I am happy with the service. Thank you

Patrick M.
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The service was perfect. Very professional, fast, and informative.

Kevin M.
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Not a thing

Aaron C.
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Customer did not leave a comment.

HAROLD W.
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Customer did not leave a comment.

TIANYU H.
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Customer did not leave a comment.

RAY R.
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Nothing

WILFREDO S.
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No Comments.

min L.
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Customer did not leave a comment.

Clayton W.
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Customer did not leave a comment.

YISOO K.
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Customer did not leave a comment.

FNU A.
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Customer did not leave a comment.

DARRYL F.
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When driving truck the steering wheel was very loose hard to control.

MICHAEL B.
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Parts were broken on trailer: they had to replace straps and bolts and the workers Originally connected incorrect trailer to my truck then replaced it with a broken one which they had to replace parts delaying me hours

amadeo M.
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Customer did not leave a comment.

CHERYLE A.
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My experience with you was positive. I had some difficulty with the web site to return after hours. I'm in my 70's and not that tech savvy. There was someone returning a truck and she was very kind and helped me through it. Ending my frustration.

La N.
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Customer did not leave a comment.

Lisa B.
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Customer did not leave a comment.

William N.
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Customer did not leave a comment.

Donald D.
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Customer did not leave a comment.

amadeo M.
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Continue doing good business

GLENN S.
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Employees were friendly. They made sure everything needed got done.

Richa P.
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Customer did not leave a comment.

mark M.
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This is an extremely well run store. The manager is brilliant. I was in and out with my truck in about 20 mins with no issues. I've made several trips here to pick up supplies and each time was an easy experience. This place is very well managed. Only thing I could not do was return the truck after hours using the website because I couldn't figure out how to turn location services on. Maybe put a QR code to scan on the wall that verifies location.

Jameelah B.
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Customer did not leave a comment.

Michelle S.
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While in the store It would be nice to be able to see the employees behind the counter. There are boxes stacked up in front of their desks so you cant see them. Other than that I thought the employees were very helpful.

Shannelle S.
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Excellent customer service, knowledgeable staff, followed Covid guidelines, courteous, prompt and professional

Timothy H.
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This whole transaction was horrible. Uhaul cancelled my reservation and changed the truck size hours before I was to pick it up. All of our reserved equipment was available locally, but rather than bothering to gather it up and make sure it was available at the promised time and location it was left up to us to drive all over creation while trying to move in a tight schedule. After speaking to 3 different agents, we drove an hour 1 way to pick up the truck only to find we could not and had to repeat the next day. Once we got back witn the truck we realized the dolly and furniture pads were not on the truck. Apparently when the agent who cancelled our reservation recreated it he dropped all the add-ons - the furniture dolly, furniture pads, and insurance. The car dolly was 35 minutes away in the total opposite direction. My huisband called customer service explaining that the lack of equipment and travel times set us back, taking 3 times longer to move from a 3rd floor with no dolly and figuring how to load a truck with no pads, asking for extra time which we ended up getting charged for. Storage unit had a sign on it saying not to rent becuase it was missing a rat trap. Access was improperly set up. Everyting about this experience featured incompetence and a complete disregard for the customer. Will never deal with UHAUL again.

ANNADOMINIQUE B.
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Great customer service!

Miguel D.
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Customer did not leave a comment.

Eric J.
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Customer did not leave a comment.

MICHAEL G.
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I made a reservation 3 weeks in advance and the day before I got a call telling me it was moved to Napa, which is a 90 minute drive away! Then I got 2 more calls trying to move the location. Gosh what a horrendous experience. I will avoid Uhaul as much as possible. As a mature company, I would expect Uhaul to have these logistics worked out by now! A 5 year old's promise means more than a Uhaul reservation

Ariadna K.
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Customer did not leave a comment.

ROSALIE M.
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Everything was great! Jeremy was very helpful and friendly and very informative on the instructions and process!

ZORAN K.
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keep up good work. entire experience was great and easy

frederick E.
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Been here numerous times. Never had any issues. Everyone seems to be very helpful, respectful, and polite. Will always go here anytime I need a rental.

Anthony C.
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Customer did not leave a comment.

Debbie S.
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Customer did not leave a comment.

Shelly E. | First Impressions |
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Customer did not leave a comment.

gary M.
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Be more accurate on the gas gauge. I was told that I needed to refill my gas tank to the half mark, while in actuality, the gauge showed the tank to be 3/8 full.

Kesha E.
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Its not about this location specifically, but I feel its in bad practice to cancel a reservation the day before a move. That's exactly what happened to me. I reserved a uhaul 3 weeks in advance, made preparations to move and then you cancel my reservation the night before because of high volume. Luckily I was about to book another uhaul but it wasn't near my home so I ended paying for the extra mileage

Channpreet Singh T.
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It was messed up with pricing for fuel

Daniel D.
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When I spoke to rep at shop on Sat about adding an electrical harness to my hitch, he never told me that I would need a 3500 lb hitch in order to rent. Then I was instructed to call uhaul to schedule the install. I called and scheduled the install for the next day Sunday. When I came back on Sunday, there was no record of my appointment was told the hitch not rated anyway. I ended up renting a truck instead but it cost an extra 100 miles because I was so far from home. Big Cluster duck

ADEEL K.
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Great service from start to finish

CHESTER P.
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Gasoline shows in Full tank in contract, how ever it shows between 3/4 and full tank on gauge.

Eric R.
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Great service at this location. Problem with the truck license plate light out and the headliner was coming down in the vision path of the windshield.....

BEATRICE M.
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Nothing , everything was was very good and customer service was very easy to talk and explain everything I was Happy customer😀

joy B.
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Customer did not leave a comment.

DAVID K.
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Customer did not leave a comment.

MICHAEL S.
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Customer did not leave a comment.

Herman C.
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Customer did not leave a comment.

Manjunatha B.
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Customer did not leave a comment.

Gregory A.
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Customer did not leave a comment.

KENNETH P.
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Customer did not leave a comment.

Allen R.
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Call customer before apt to verify location. Of rentals The lady at 800 wasn't good I had to ask over 5 times for the address to pick up truck so I can go back the location the Appt was at to pick up trailer Then the guy at burks saved your ass The fuse was blown for the turn signals on the vehicle when towing your trailer The man stole a fuse from one of his trucks to cover for you poor vehicle inspections

Alice P.
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I think a lot of people got annoyed by having to give information of a friend. Are there other ways you can get around this? The credit card machine was broken and the customer support had to call someone? It feels like uhaul is stuck in the early 2000s in terms of technology, offices and customer services. I don't blame the employees even because all of this is infrastructure set by corporate. I hope a start-up disrupts your business model and there's more competition in this area. To have this outdated service in 2020 is unacceptable, especially when there is so much technology out there to make this experience better. There must be companies that you can outsource these problems to. Having to put my mom's contact information with no warning was very frustrating. If you are requesting that information you should just add it to the sign up flow and post signs that it's your policy. Also the self checkin was not seamless and I had to talk to a counter agent anyways. My contacts don't have time to confirm in a moments notice and the process is archaic. I under uhaul loses cars but there must be a better way.

johnny N.
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Customer did not leave a comment.

Gregory A.
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Super easy to return the trailer.

juan l. | First Impressions |
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Well informed and willing to show the units at all times for visual inspections great prices and great customer service.

Demitri M. | Overall Experience |
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Building wasn't always unlocked near the beginning of access hours. Automatic lights go off too quickly i.e. when doing work in the storage unit. This requires waving out in the hall to turn it back on but it's still a bit of a challenge because it can get down to near total darkness. If there were a dial timer to keep the lights on this would be a lot easier.

NADINE V. | Overall Experience |
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Appreciated the cleanliness and help from all staff members.

Lian R. | First Impressions |
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Diego was very pleasant and helpful!

Laurie G. | Overall Experience |
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Excellent. But I never received a confirmation that I moved. I was paid up to 6-18-2020 & moved out on 6-1-2020. I should have received a refund but didn’t 😟

Alisha O. | Overall Experience |
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Customer did not leave a comment.

Jackie B. | First Impressions |
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friendly staff

Janie E. | Online Move In |
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Customer did not leave a comment.

Alisha O. | First Impressions |
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Customer did not leave a comment.

Georgene M. | Overall Experience |
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Had the same staff person checking in for a unit and checking out. He was slow moving and glum. Other staff didn't seem any better, as I was observing while waiting. The storeroom area smelled strongly of pesticides and ?marijuana. People looking for day jobs were wandering in the back area as they could walk in the security gate when open. 30 days was free, but no desire to renew!

Paul V. | First Impressions |
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Fantastic staff! Went the extra mile for me! Cannot recommend enough! Thank you!!!

RICK C. | Overall Experience |
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Management is professional and reasonable to deal with. Would recommend to friends.

Keane A. | Overall Experience |
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Customer did not leave a comment.

Donovan C. | Overall Experience |
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This Uhaul is the most well organized & has the most knowledgeable staff in all the Uhauls I have used. They made it easy for my move and storage, definitely recommend for your moving or storage needs

Linda M. | Overall Experience |
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All of the employees were very polite and helpful. Overall my experience with U-haul was great I would definitely use your services again and refer my friends to use your services as well. Thanks

DEBORAH C. | Overall Experience |
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Service was good.

Roy O. | First Impressions |
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Customer Service was excellent throughout the rental process! All my questions were answered and I look forward to doing more business in the future. I was not aware of U-Haul's storage and signed up.

Janet H. | Overall Experience |
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overall a very good experience

HANNAH H. | Overall Experience |
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Very friendly and helpful staff

YASUKO S. | Overall Experience |
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Please give your staff a break sometimes. They work tirelessly dealing with not so kind customers. They were very courteous and helpful.

Arden W. | First Impressions |
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The phone call I made to make my reservation failed to inform me that I would only have 2 hours to do the entire move and my storage unit was on the 2nd floor with no stairs. I am so angry with y'all

Griselda C. | Overall Experience |
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It’s great location and have good employees 👍

linda s. | First Impressions |
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Outstanding customer service and quick delivery of rental.

Malkiat S. | First Impressions |
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service was excellent.

Elyssa Joy V. | First Impressions |
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The process was smooth and efficient

catherine m. | Overall Experience |
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Great service, thank you all.

Megan J. | First Impressions |
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Kind, friendly and helpful staff. Checkout of storage unit and checkin of trailer was straightforward

Kathryn P. | Overall Experience |
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Thank you for the 30 days of storage while I was getting settled.

Griselda C. | First Impressions |
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Great customer service and helpful

Daniel C. | First Impressions |
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Absolutely excellent, even provided assistance when moving. Really appreciate this facility!

Isidore J. | First Impressions |
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nice friendly staff, excellent service!

KENT C. | First Impressions |
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The first truck was not safe to drive. I returned to the U-Haul Newark (or Fremont) for another, reliable truck. The staff had another truck in 5-minutes and I was back on my work. Thank you.

Rebecca C. | Overall Experience |
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Everyone was very helpfull and professional especially Aaron she always had a smile on her face. Very pleased with all aspects of u- haul so far. My pods are being delivered to Washington on May 14

Rachelle H. | Overall Experience |
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This Thornton Ave, Fremont location, is by far, THE BEST RENTAL with STORAGE FACILITY I’ve ever used. Staff is courteous, able & very knowledgeable Facility is clean and secure. Mngmnt is top notch!

Berlalie C. | Overall Experience |
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None.

Phillip V. | First Impressions |
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Uhaul rep Diego Smith was wonderful & went the extra miles to assist with our storage needs. He was knowledgeable & polite in performing his job. Outstanding employee!

BRIAN K. | Overall Experience |
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After 22years at U-Haul I had to let my junk go.Thanks U-Haul it's been fun.

James S. | Overall Experience |
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Thank you

candy l. | Overall Experience |
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Thank you so much for your service

MONICA Q. | Overall Experience |
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The lights in the hallways would turn off automatically leaving me in my storage unit in the dark many times when I was organizing. I had boxes fall on me because of this.. not safe no lights in unit

Helena C. | First Impressions |
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Great staff!

Brian W. | First Impressions |
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Clean, fast, kind service, good access.

Carol S. | Overall Experience |
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N/A

guiping z. | Overall Experience |
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Excellent,early coming,professional moving.

daisy b. | Reservation |
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Great customer service. Thank you for your help.

Thomas k. | Overall Experience |
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Employee Fernando Ornelas was great. The other times i visited, it felt like i was at an army boot camp. Loosen up customer service staff!

Michael R. | Overall Experience |
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Everyone was Great

hesham d. | Overall Experience |
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very good experience thanks

Long C. | Overall Experience |
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Great storage, can be reserved ahead of the time which is recommended. Otherwise, the storage room may be on the second floor and far away from the entrance door. The staff was helpful.

Victoria M. | Reservation |
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Very Helpful

Neil G. | Reservation |
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Yes I was wondering if there is any kind of a price break for having the storage beneath the stairwell as to you only get half of the space although I was informed this did not realize space

Thomas k. | Reservation |
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No elevator to transport heavy furniture to the second level. Very inconvenient. Forces you to rent a much more expensive lower level unit.

Khiem T. | Overall Experience |
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Everything went well!

Joseph M. | Overall Experience |
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This was the nicest U-Haul I've ever been to! People were helpful and professional. Great communication and service. The bathrooms were clean and the facility was neat and well maintained.

LEDOUX W. | Overall Experience |
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Great customer service

lawrence s. | Overall Experience |
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Great service

No reviews have been submitted for this location.

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