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.
Fernando was a great help to me when I had to drop off my trailer after 7pm. Super friendlly and helpful.
Also the guys at the Santa Clara Location for my storage were super helpful. I can't remember their names, but one guy had long dark hair and an older gentleman who worked with him and did my storage contract. Thanks! - Arthur Brent Porter
ARTHUR BRENT P.
Rating:
5.0
Customer did not leave a comment.
RICKEY B.
Rating:
3.0
The Van had a horribly strong smell of fish.
JAMES L.
Rating:
5.0
Craig and Jose were amazing! So fast and efficient! Thanks so much!
ANTHONY P.
Rating:
5.0
Customer did not leave a comment.
RICHARD S.
Rating:
5.0
Customer did not leave a comment.
Angela F.
Rating:
4.0
Customer did not leave a comment.
Karlee C.
Rating:
5.0
Customer did not leave a comment.
Yong L.
Rating:
5.0
Customer did not leave a comment.
Chen C.
Rating:
5.0
Customer did not leave a comment.
George Y.
Rating:
5.0
Very friendly service
Sonya P.
Rating:
4.0
Hi,
I am over all not satisfied with the service. The brake was not working properly. They should have checked it before giving it to customer. I realize this when i was in freeway. This was dangerous.
Abinash N.
Rating:
5.0
Customer did not leave a comment.
JIUN C.
Rating:
5.0
Customer did not leave a comment.
Juan L.
Rating:
5.0
Customer did not leave a comment.
Laura B.
Rating:
5.0
The lady that help me was very professional a was able to accommodate me very well in a short period of time
Tim
Tim M.
Rating:
4.0
Customer did not leave a comment.
LAWRENCE JOSEPH G.
Rating:
5.0
Customer did not leave a comment.
Robert S.
Rating:
4.0
Customer did not leave a comment.
Meena S.
Rating:
5.0
Customer did not leave a comment.
ARTURO J.
Rating:
3.0
Customer did not leave a comment.
Yosef S.
Rating:
5.0
The truck needs new brakes. They sound terrible.
Virginia P.
Rating:
5.0
Everything went smooth. Easy app at checkout. The attendant that met me at drop off was courteous and helpful. Easy drop off as well. 5 stars.
FRANK S.
Rating:
5.0
Well I think everything went well. It was easy to check in and check out. Your staff are friendly and know what they are doing. This location seems to particularly run well.
Karen J.
Rating:
5.0
Customer did not leave a comment.
TONY T.
Rating:
5.0
Customer did not leave a comment.
MARTHA H.
Rating:
1.0
Absolute worst experience I've ever had. I reserved the truck (24/7 mobile pick up) at 5:30am, and had so many complications with the app trying to check in which took over an hour. Once an hour passed it said my reservation expired. I tried calling and it said I would be on hold for 78 minutes. So I go home and go on a live chat with someone on the website. She said it's approved and ready to go. I drive back down there, get the code .. and walk over to the truck. The keys were literally attached to the outside of the truck on the lock on a key ring which I found odd... since anyone could walk up , take the key off the ring and steal the truck. And to make the morning even better, the code they gave us for the lock did not work (you can not fully lock the latch down without taking the lock off).. So not only did I waste my time, but I had hired movers that I literally had to cancel on and I did not get my money back since they were waiting around. I then had to wait until uhaul opened at 9am to get the truck. They told us the keys should have never been left out like that on the truck, and the code wasn't working for them either.. After waiting another 30 minutes they were trying code after code and finally they got the lock open. They gave us the wrong code which is why it wasn't opening. For all of this inconvenience, time wasted, money lost, I got $50. Just a giant disappointment. I would never recommend uhaul in Fremont off of Thornton to anyone.
Stephanie F.
Rating:
3.0
Wait time to pick up truck was really long. No one was in the store and there were 2 customers waiting. The inside of the truck had a some type of spill on the floor of the cab.
RICHARD W.
Rating:
3.0
The truck was so dirty that I couldn't tell what was damaged. I didn't want to be charged with marks or damaged that I didn't do. Plus the truck was not filled up with gas, which I thought was inconvenient to me. I couldn't start working on my project right away, had to wait in line for gas first. Disappointing!!! I might use this location again or find another company completely.
MAVIA H.
Rating:
5.0
Customer did not leave a comment.
BOLIANG G.
Rating:
5.0
Customer did not leave a comment.
SRIDHAR D.
Rating:
5.0
Customer did not leave a comment.
Caitlin K.
Rating:
5.0
Excellent
BASHEERUDDINAHME M.
Rating:
4.0
Customer did not leave a comment.
ELSA M.
Rating:
4.0
Motorcycle trailer had grease and oil inside and outside. After staff swabbed with mop, I cleaned with a degreaser and wipes at home..
This was not the only trailer available. It should have been the last one to be rented or better yet, charge the last renter and have it professionally cleaned if the staff does not have time.
Most of the trailers I have rented are fairly clean.
JOE B.
Rating:
5.0
Excellent service
Richelle T.
Rating:
4.0
The mobile app routinely fails at this location. This is despite full bars on the mobile network and decent wifi provided by the city. I'm a contractor and would like to use this service more frequently.
JOHN W.
Rating:
5.0
Team members at this location were extremely helpful and kind. Would definitely recommend this location to family and friends in the near future.
DAVID O.
Rating:
4.0
Customer did not leave a comment.
NORMAN Y.
Rating:
5.0
Customer did not leave a comment.
APOORV K.
Rating:
5.0
Customer did not leave a comment.
Carlito L.
Rating:
5.0
great
ANANDARAO D.
Rating:
4.0
Customer did not leave a comment.
Wilfredo U.
Rating:
5.0
All was great!
EDGAR E.
Rating:
3.0
It's better to get some other merchant to rent. The safety of the trucks is the biggest concern.
Arshdeep C.
Rating:
5.0
Customer did not leave a comment.
JACOB VIRGIL C.
Rating:
5.0
God bless you. God bless America.
AMRIT S.
Rating:
5.0
Customer did not leave a comment.
Russell M.
Rating:
5.0
Customer did not leave a comment.
MICHAEL C.
Rating:
4.0
I was told by the agent that the tank was full, he highlighted “full†on the fuel diagram, and told me I had to return it full, otherwise I would be charged $5+ a gallon. When I started the truck, the fuel gauge registered 7/8ths, at best. Had I not had an appointment to meet someone to help w/ the load, I would have gone back into the office to complain. This particular truck had a huge tank, and my guess is I had to put in $20+ dollars worth of fuel when I returned it that was NOT DUE to U-Haul.
Sylvia P.
Rating:
5.0
Customer did not leave a comment.
Furquan S.
Rating:
5.0
Easy check out. Great job.
Robert G.
Rating:
1.0
I was charged 700 dollars and had not driven even half the miles you reported. I have a feeling that the gearing on your trucks are so that more mileage gets recorded than actually is done.
MUNZER M.
Rating:
5.0
Really liked friendly, competent staff. Thanks.
KAREN M.
Rating:
5.0
in all great experience
Gil S.
Rating:
5.0
Customer did not leave a comment.
John S.
Rating:
5.0
Customer did not leave a comment.
ALBERTO P.
Rating:
5.0
Customer did not leave a comment.
CHERYL I.
Rating:
5.0
I have numerous complaints about the User Experience (UX) from today. First of all, I made my reservation in SF before driving to Newark, ca. When I got there, I found that had to provide a secondary contact or use my passport.
I think this is not procedurally good as most Americans do not carry but their passport habitually with them when they leave their house. Also you should ask for the secondary contact when you are making the reservation because all my friends and family were busy at work.
ERIC W.
Rating:
5.0
Customer did not leave a comment.
earl J.
Rating:
5.0
Customer did not leave a comment.
LISA B.
Rating:
5.0
Customer did not leave a comment.
Baltazar G.
Rating:
3.0
Dropped off my auto transport during regular hours. Guys were great helping get vehicle off auto transport but I took the uhaul to my apartment to unload then returned after hours to return online. App indicated I still needed to return my auto transport. Called Thorton Ave. location but call was rerouted to customer service, sat on hold for quite some time before I was rerouted back to drop off location. Explained again what happened and he was able to key it back into the system after verifying it was still in their lot.
Jessica H.
Rating:
5.0
have been happy with my experiences with trailer rental at this location
Yunfei C.
Rating:
5.0
Customer did not leave a comment.
DAVID R.
Rating:
5.0
The website was too slow for me to do self-check-in. Do you have any way to make a wireless network available? Or maybe it was some other issue. Overall, though, this is the best U-Haul location I've ever used. Thanks for the good work.
Benjamin F.
Rating:
5.0
Customer did not leave a comment.
JAMES D.
Rating:
5.0
Overall very happy with your service. No corrections needed at the moment.
Victor M.
Rating:
5.0
Customer did not leave a comment.
SEAN M.
Rating:
5.0
I do not like that your trucks do not have full tanks of gas. Difficult to return trucks with right amount of fuel .
ANTHONY I.
Rating:
4.0
Per mileage rate is very expensive and this needs to be reduced.
3/4th gas rule while returns should be taken out.
Last minute extensions should be flexible.
Amith R.
Rating:
5.0
No surprise Pricing is the hefty side. Should have more deals especially when you renting a vehicle for a day. Trailers/towing should be able to check out off hours like rest of the vehicle
Edward E.
Rating:
3.0
Customer did not leave a comment.
Michael G.
Rating:
5.0
Customer did not leave a comment.
SERGIO I.
Rating:
4.0
Customer did not leave a comment.
Sergio L.
Rating:
3.0
The truck was dirty there was greasy fingerprints all over the steering wheel and radio. During covid times I expected at least a clean and sanitized truck
GINA T.
Rating:
5.0
I was impressed at how fast and efficient the service was and the van was a great ride and I actually enjoyed this move instead of feeling overwhelmed. Thank you very much. I will not hesitate to use your services in the future.
SCARLETT R.
Rating:
5.0
Customer did not leave a comment.
RUBY K.
Rating:
1.0
I rented a truck on two different days and the fuel gauge was said to be at 1/4 but the E light turned on within 5 miles of driving so it was not at a 1/4 tank and the second time I was told 3/8 and it was clearly at a 1/4 or less. I told the employee this and was ignored by them so I hope this review gives some insight and maybe have the people retrained or have them pay better attention to the details and not look at their phones while being in a customers presence.
JEFFREY P.
Rating:
5.0
Customer did not leave a comment.
ANAND M.
Rating:
5.0
Customer did not leave a comment.
ERICA Y.
Rating:
1.0
Rented out a unit I had reserved to someone else, gave me a smaller unit, struggled to find it when trying to show me where to go.
Joseph H.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
Surender S.
Rating:
5.0
Customer did not leave a comment.
SERGEY K.
Rating:
5.0
Customer did not leave a comment.
DAYANAND A.
Rating:
5.0
Customer did not leave a comment.
John C.
Rating:
5.0
Customer did not leave a comment.
MARISOL H.
Rating:
4.0
When returning perhaps have a sign at the entrance to wait for attendant or to come inside to check in.
JOSE M.
Rating:
5.0
Professional and efficient
Martin R.
Rating:
5.0
Customer did not leave a comment.
TOMAS T.
Rating:
5.0
Customer did not leave a comment.
NANCY P.
Rating:
5.0
great customer service
RICHARD B.
Rating:
5.0
Customer did not leave a comment.
VAIBHAV K.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
DEBORAH E.
Rating:
5.0
easy to sign up on line and good customer service at the check in desk!
Colleen d.
|
First Impressions
Rating:
5.0
great customer service
COLLEEN D.
Rating:
5.0
Customer did not leave a comment.
ANTHONY D.
Rating:
5.0
Great service and fast. Super professional. Thank you so much
DANIELA D.
Rating:
4.0
Customer did not leave a comment.
JOSE A.
Rating:
5.0
Customer did not leave a comment.
Scott M.
Rating:
5.0
Customer did not leave a comment.
Michelle C.
Rating:
5.0
Customer did not leave a comment.
Edgar E.
Rating:
5.0
Check in-out was super easy. Great Job!
ROBERT G.
Rating:
5.0
Well Deserved Accolades to Uhaul....I have been working with you for years...this was my first time using your storage service...what a pleasant experience....Thank You...
EMILY S.
|
Overall Experience
Rating:
3.0
The storage access hours does not reflect the correct timing. I saw the access hours and had a truck loaded with my stuff ready to unload and the building gate is locked. The office hours are done so couldn’t contact them and the customer service wasn’t helpful on call. Had to end up paying a lot more for the movers to come back and unload, very unpleasant experience.
Forum K.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
Yingke T.
|
First Impressions
Rating:
5.0
Good
JOSHUA C.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
chris w.
|
Overall Experience
Rating:
5.0
The employees who work at this location are well informed and very friendly and easy to work with - would definitely recommend.
Roberta P.
|
Overall Experience
Rating:
4.0
Very nice crew at their place, however a lack of having a lift to the 2nd floor and very narrow isles made it very difficult to move my items
Johannes H.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
Hardial A.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Angel A.
|
First Impressions
Rating:
4.0
You sent the survey before confirming close out of the unit. I assume you found all was in order.
Michael F.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Yvonne F.
|
Overall Experience
Rating:
4.0
The upstairs indoor units could have wider doorways. We had a lot of trouble getting a sectional couch which breaks down into 5 or 6 individual large reclining chairs into it because of the size
MARGARET S.
|
First Impressions
Rating:
1.0
Access to unit is very difficult when moving without elevator
THOMAS T.
|
First Impressions
Rating:
5.0
Moving is very stressful; it is frustrating that there isnt someone at the return area because they are busy elsewhere. You set it up giving the impression its like returning a rental car - but its doesnt work as well.
Michael F.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
Nicholas S.
|
Online Move In
Rating:
5.0
Customer did not leave a comment.
Joshua F.
|
Overall Experience
Rating:
4.0
Would have liked somethhing that could move stuff up stairs, but the process was smooth
Christopher T.
|
Online Move In
Rating:
4.0
Customer did not leave a comment.
Rebecca M.
|
Overall Experience
Rating:
5.0
Es excelente el lugar y el servicio personal 👌👍🏼
Sara D.
|
Overall Experience
Rating:
4.0
Very convenient options to access the storage unit. Getting in out of the location was a breeze.
Samar R.
|
Overall Experience
Rating:
4.0
It’s better to have elevator or tools to help carry heavy objects upstairs if the storage unit on 2 nd floor
Emi O.
|
Online Move In
Rating:
5.0
Been with this location for a few years. Never a problem. Easy access and conveniently located off 880. Friendly staff. Rented trucks here too. Definitely would store my belongings here again!
monica m.
|
Overall Experience
Rating:
5.0
The Thornton Avenue store and storage has been excellent - honestly the staff is friendly and knowledgeable and the storage area is clean and appears safe.
Roberta P.
|
First Impressions
Rating:
4.0
Customer did not leave a comment.
Michael B.
|
First Impressions
Rating:
3.0
Customer did not leave a comment.
Amanda G.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
Farhad R.
|
First Impressions
Rating:
5.0
Fuimos muy bien atendidos. Gracias
Julio R.
|
First Impressions
Rating:
5.0
I am pleased with the service. However, when I brought an unsafe and damaging incident being performed by another tenant to the attention of one desk clerk, it was ignored.
Claudette I.
|
First Impressions
Rating:
3.0
Not enough access hours for indoor storage
Mayra G.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
Shelly E.
|
First Impressions
Rating:
5.0
Well informed and willing to show the units at all times for visual inspections great prices and great customer service.
juan l.
|
First Impressions
Rating:
5.0
Diego was very pleasant and helpful!
Lian R.
|
First Impressions
Rating:
5.0
Fantastic staff! Went the extra mile for me! Cannot recommend enough!
Thank you!!!
Paul V.
|
First Impressions
Rating:
5.0
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.
Roy O.
|
First Impressions
Rating:
5.0
Outstanding customer service and quick delivery of rental.