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ARMEN KCustomer Reviews for U-Haul of Burbank
Testimonials From Recent Customers
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.
Great service
WILLIAM RThe person who helped me was all about business and didn’t seem super friendly. Yes, he did the basics of his job, but the customer service piece was non-existent. He got the info he needed from me, handed me the keys, and sent me on my way to find the truck myself. He didn’t try to help me locate it or anything. He went on about his business cleaning another truck while I was left to look for the license plate of the truck myself. I finally found it but it was behind 2 other trucks. Instead of knowing this, he sent me out there to only have come back to find him to let him know that my truck was neither of the ones parked in front, so I couldn’t get it out. He had someone else move the trucks in front and nothing was said to acknowledge me after that. There was no “you should be able to get the truck out now” or “sorry about that.” Nothing. The man that moved the trucks walked right past me and went back to cleaning another truck and the man who originally helped me was still doing the same. No one walked me to the truck to explain how to open the back door of the truck or anything at all about the truck. I had never driven a Uhaul before and had zero clue what I was doing, but it was assumed that I did. I figured it all out, but I was very nervous about driving something bigger than I’ve ever driven. There was a day laborer out front waiting for work, that explained things about the truck to me because he could see I was nervous and didn’t know what I was doing. He didn’t even work there and was willing to help me without me even asking. In the future I think it would be nice if they asked if a customer knows what they’re doing or has ever driven a Uhaul. If the answer is “no,” then they should provide you with a quick walk around the truck, tutorial, and the chance to ask questions. With the way they disappeared to clean trucks, someone with questions shouldn’t have to come find you and track you down if there is an issue with the truck they just rented. It’s awkward and only adds to the anxiety of something you’ve never done before. When I brought the truck back, I had a completely different experience. There was a woman there who was so kind. She asked me if I had had any issues with the truck. She let me know the process of what would happen after the return and when she saw I was waiting for my ride to pick me up out in the hot sun, she told me I could go back inside and sit in the AC until they arrived. Unfortunately, that interaction didn’t change my feelings about my overall experience though because it didn’t come when it really counted.
CHAREE CThe young manager at the front desk was also very helpful and courteous!
JUSTIN SThis is the only location I will rent from. They know their equipment and care about their customers.
JOHN BThe original associate we spoke to was great, his name was Matthew and he was very helpful. He told us that if we called before 8pm to update our situation with the truck, we could extend the rental with no issues. We tried calling several times around 7pm, but no one was available to answer. So I tried downloading the app after that, which didn't work and displayed a message saying "oops something went wrong on our end". We gave up after that, assuming that the problem could be solved in the morning. Then I get woken up by a call at 8:30am telling me that we didn't return it on time and would recieve a 50 dollar inconvenience charge for trying to extend at last second, even though the cutoff time was 10:30am. I tried explaining the situation to the morning person but they clearly didn't care and claimed that some other family wanted that exact truck, which I think is really stupid but correct me if I'm wrong. Don't know the name of that guy but he should rethink his approach to these situations.
MICHAEL CEdwin provided thee BEST customer service I have experienced for some time. He single handedly assisted multiple customers at one time and with the same level of service. Uhaul should be proud to have someone like Edwin representing them. Great job!
SCHANAE BCar was very dirty!
GRIGOR MGreat job thanks
ROBERT OYou need to change all the cargo vans to the Ram Van's with the high roof! They handle great - I can load the van standing up inside and they have the power to haul. They are the only van's I will rent from now on!
JOHN BThank you
JOSE BI already tell my friends about UHaul . Always great service. It truly makes my job easier.
LETICIA AThe store Manager was the most friendly young man. He works a lot and to still be able to smile is true customer service experience! Thank you Sir!!!! God bless you!
Darla YFast and efficient
MICHAEL CDrop off the place was closed but easy to park the truck in their stall and key drop off. Again no issues. Very easy.
JAHED MThe staff were very nice and helpful. The trucks, however, were not in very good condition. The steering was wobbly and the brakes were weak. Driving on the freeway in my U-Haul rental, I felt very uneasy, even though I was only going from Burbank to Pasadena.
ELISSA BAC WAS NOT WORKING IN TRUCK. IT WAS HOT AND UNCOMFORTABLE
AUDREY REasy in, Easy out. Truck served its purpose and preformed exactly as advertised. Friendly staff and the Burbank location is the best in LA 10/10.
Kyle EWe pick up with mobile or account. it was faster than last time when there was a lot of people in line.
HOWARD NNothing. Everything was perfect. Employees were super nice. Wonderful experience!
STEPHANIE FEverything went extremely smoothly. Check out was easy, communication was clear, staff at the facility were all helpful, and check in was a breeze. All in all a great process.
ERIC CThe best customer service
ALAN EYour web site would not let me log on. I logged on as a guest and everything was fine then tried to register and I was locked out. Everything worked out at the UHAUL store.
CHRISTOPHER MExcellent customer service
ALFRED TThis location is always helpful and efficient. The only improvement I would suggest is more of the Ram cargo vans with the high roof - those are the only ones I will rent anymore!
JOHN BUhaul has been a great source for truck rentals for me for over 30 years. The Burbank Victory Blvd office has done a great job for several of my jobs. Thanks
John WI truly Love the team at Uhaul on Victory and Alameda st in Burbank! They really do go about and beyond for their customers. Iam a long time customer. Appreciate all that they do.
LETICIA AThe attendants were kind and quick to respond.
JON AOutstanding customer service
TIMOTHY HLocation was great just was far from me first my agreement was with S Brand but in last minute they changed it I had difficulty and also for return same even though it was there responsibility they didn’t cooperate at least we return it to Glendale that was the only bad point but the rest was ok
ALBERT DA+
ABHISHEK Gmanager was very helpful and accommodating
SERGIO Sexcellent from online booking to pickup in store to return via app. Great!
ANDREW HEverything went beyond expectations. The U-Haul Reps were great!
Adam SEverything is great thank you for impressive service
ARARAT AGet more of the high roof RAM cargo vans - they are great!
JOHN Bthe worker did not know none about the truck so i drove to LV. all the way with TOW LIGHT ON i spend more gas not good for me its long way
HARRY BI had such a great experience here with staff. They are always quick and ready to give a helping hand. Especially the young lady in glasses, she is always kind and so helpful.
JANELLE TCan't really think of anything that needs improvement. Staff are super nice and helpful.
JAMES HGreat staff
ADAM GAmazing service and very informative and helpful with my questions about my hitch and towing. Great job. Would highly recommend!
Anthony CThe clerk at the desk was very helpful. He had a really good attitude. I believe he enjoys his job.
SEBUH HCustomer service was horrible.
ARMEN AReserved blankets which they did not have. Was transporting art
JAMES KThe initial rent process went okay, however the issues began after I returned the vehicle. I received a call from one of the people of the store saying I broke one of the mirrors of the truck, and although I had paid for insurance, I'd need to pay for a $250 deductible. I explained the damage was there when I picked up the truck, but the representative said there was nothing to do because in the images I took of the vehicle, I did not get a clear image of the damage. I asked the representative to check for damages from a rental previous to mine, and he said he couldn't because the van was one of the "newer ones." This prompted me to go back to the location, and while driving I got a call where the representative said the damage was already there and I didn't have to pay. I explained that they should look at previous history before making accusations, and the representative became extremely aggressive and yelled at me "well then don't come back to this f*cking location" and hung up. I will never come back to this location nor recommend it, and I hope they get better client service down the road because this is no way to treat customers.
RAFAEL PThe passenger side seat belt didn't work. Luckily we were close to home..it worked..then we had dinner before unloading. From.the restaurant to the house it locked and wouldn't work
SUSAN AScammer and bad liars, and some of employees are RASIST. Be super cautious, record your conversations (no matter in person or over the phone) and take pictures of every inches of the rental car. Make sure you take pictures of mileage and gas. Oh btw, pay attention in a small but pretty important details, when you take the car it always parked facing to south, and when you return it make sure it’s facing south too, otherwise be ready to pay for missing at last 2gl gas. U-Haul, you are so cheap, “s*ck my d*ck”
HOVHANNES MThis Haul dealership did a great job with my rental. I did not get the sound lady's name who took care of me but she was very helpful and competent. Thank you
JOHN WIt’s time for U-haul to invest in back- up cameras. I have spent much of the last 20 years driving trucks and large vehicles and the importance of the area behind your vehicle cannot be overstated! You may already have cameras in some of your vehicles, but this one did not, and there is a significant blind area behind the vehicle. With the focus you appear to have on damage to the vehicle, I would think you would want to address that area of concern. The majority of damages to a vehicle occur when they are in reverse.
THOMAS TThis location is GREAT! I am so glad they have the new RAM cargo vans with the high roof - I won't rent anything else! The Chevy Van's are so bad in comparison!
JOHN BCustomer service was ok but not excellent
CARMEN B