The issue I had was with the website. Specifically, it allowed me to book at a different location, then when sending way more text messages than necessary, there was a message that the location had been changed. I only learned of the change because I called to add moving blankets to my order, and the employee at the original location couldn't find my order, and when I mentioned the early pick-up time, I was told that location lacked the needed equipment for the early pick-up (using a cellphone to lock the keys). I hadn't reviewed the text messages since I assumed it contained an order number that I might need to provide at pick-up, and in order to avoid those messages from getting "buried", I left them unread. Had I not called the day before, I would have traveled to the location that I booked the pick-up for; which would have caused delays and issues with help hired to assist with my move.
Phillip GCustomer Reviews for U-Haul of Hayward
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.
I had a deeply disappointing experience at the U Haul location in Hayward. I arrived without a prior reservation, hoping to rent a truck on the spot, only to be informed by the front desk staff that no trucks were available. I was left to independently search for and book a truck through the company's website while standing in the store. Once this was completed, I waited approximately 45 minutes in line simply to receive the keys, as there was no staff member available to assist customers in a timely manner. Given this level of service, I cannot recommend this location. By contrast, the U Haul branch in Dublin has consistently provided a far more professional and efficient experience.
Lokesh BI attempted to book online and that didn’t go as well as I was not able to update and change the time of pick up. I called the site and I was put on hold for a long time. Idiot Finally, the next day I decided to go in and I got great customer service from Laron. He was able to quickly assist me and gave me step-by-step detail. He did excellent customer service and because of him I would recommend the location.
Asmeret WLaron
junrill pI stop to put gas in thr truck and it won't started back up. I was disappointed
Tracey PThe crew made it work for me when my reservation was not available. They found a truck that was just what I needed.
Alex SPlease ensure that there is sufficient gas in the tank.
Jennifer DThe location functions well as is. Great employees! Travis was very helpful and professional and Juan did a great job at first contact. Great crew!
GREG FLaron is the pro here. Very nice service. %100 recommended
Thanh NLaron W. was the best help! He was able to get us in and out quick while still providing the proper rules and guidelines in an understandable way. Definitely recommend him. Very timely and had great attention to detail. Very friendly!
Ivory VThe person that helped name Laron and Luis they both went above and beyond and make sure I was clearing everything accurate. And I inspected the trucks to be that clean, but it wasn’t very nice cleaning everything. It was even the dashboard. That’s why I went to U-Haul I appreciate you guys.
richmond bI was overcharged when returning my vehicle even though I put gas 2 miles away. Plus the vehicle was not clean when given to me. Stated as having a quarter of a tank but really only had an eight of a tank of gas. Just shady practices here and corporate needs to step in.
Cesar LPoner gente más rápida para atender más de una hora formado para que me atendieran
Julio RTire monitor system warning came on. Truck had no gas ( the service tech said it was a quarter full) and you overcharged me on the mileage by 50 miles.
Michael TMade reservation and paid online. I arrived on time for 5pm pickup took several minutes before an employee came into office even though they had walked out of the office as I was being dropped off. When the employee came into the office he asked if I was dropping off. When I told him I had a reservation for 5pm to pick up a 15ft truck he mumbled something as he walked to one of the computer stations. As I approached he suddenly got up and went to the next one. As I walked around to approach the next station he did the same thing. After the third time I stopped following and just waited. The employee finally responded to my questioning after their 5th attempt at the computer stations he said he was trying to find a computer that was “on”. He then made several attempts to find my reservation asking if I was various different people…thankfully he finally called for another employee to help. My reservation was eventually found and my identity verified I was ask questions as if I did not make and pay for the reservation online at all. After I was asked when I’d be returning the truck I told him to follow my online reservation… he then said he wasn’t sure if he had a “one way” truck as he search his pockets…After he found a key I followed him to the parking lot and watched him go from truck to truck. He then ran back in and came out with another set of key and moved a van out of the way and as he walked past me said “have a good day” I ask where’s my truck and over his shoulder he said that one over there. My truck was backed up next to an outbuilding where it smelled like someone had been working on a motor. The cab was clean and the back of the truck was clean but the front of the truck was excessively covered with dead bugs that it was hard to see through the front wind shield. I would have mentioned it to the employees but since it took them 45 min to give me keys and sort of indicate which truck was mine (and I was the only customer during that time) I didn’t have the faith or patience to wait for them to clean the windshield. During the drive home there was a lingering oder of gas and engine - I was hopeful that the smell would go away and that it was due to being parked next to that out building. During my drive out of state that Oder remained and seemed to get stronger with the air conditioning on. The air conditioning unfortunately sporadically worked. The smell in the cab gave a splitting headache throughout the two day drive and the breaks felt soft and it took effort and space for stopping. And the check engine light stayed on the whole trip. I told the employee when I was dropping the truck off and he said he would take the truck out of service to be looked at.
Zach SPUT CRUISE CONTROL ON ALL YOUR VEHICLES, especially the ones that are intended for long-distance moves.
John WOnly place I feel comfortable renting from. Thanks to everyone that works here and who's is affiliated.
ALFRED FThe gentleman name Laron W was definitely a pleasure to help with my rental give good advice aslo will come back thanks
RICARDO Wthe customer service was great.
Roland KLots of vehicle sizes and great rates, booked a 10ft moving truck for all my needs and returned at a different location close to my new house 56miles away with no questions asked. Had previously looked at another similar truck rentals 2 days before and was quoted over $400 plus had to return to my original location (156miles) round trip and 30cents a mile additional and not a lot of vehicle opinions 2 (24footers) and a 15foot for a meat/ freezer. Recommend u haul over any competitors. Other competitors should stick to car rentals and not moving truck rentals. Ends with (prise)
Julio RI received excellent customer service and the truck was clean and it drove nicely.
Terry SNo words can explain the service I got from Laron w he’s very knowledgeable on our pick up as well gave information we needed thanks U-Haul keep him around
dontae gKeep up the good work.
BARRY PCara very accommodating
Manolito VThanks for Laron’s help
Tiffany CLaron is the man thank you for your help!
ali sAlways good service here! Friendly and helpful!
Michael JSeemed too busy for 2 people and the self check in option gave me a truck that had no catalytic converter and no gas. Luckily the guy that works there was super helpful.
Aaron KNothing
Wanda KOn line reservation was easy to make. The description for what could fit inside of different size trucks was extremely helpful and allowed us to decide what we needed. The price was reasonable and the truck was ready when we picked it up at the time it was reserved. Availability for different size vehicles was also helpful. The person at the desk was professional and helpful to complete the rental process. Thank you for being in my community.
Alwine KLaron was super helpful and professional. He did a great job!
Victor AThe manager is not respectful.
Genaro VI wish I remember the name of the associate that helped me.But i've worked with him twice, and both times has been an exceptional experience.
Anthony CLaron W has good customer service!! Excellent
masood rNothing
Anthony NCustomer service was very slow due to lack of people om registers and they don't care about who was first on line
salvador pI always rent a UHAUL from this location specifically. I am always treated with kindness and respect which is very rare in this day and age, especially Felipe Garcia. He is very knowledgeable, prompt, and friendly. Thank You
Maria ELaron & Martine at the Jackson location had great customer service. We had a small problem and they fixed it really fast. Definitely will come back.
tonia sTerrible customer service, even by uhaul standards.
Matthew WGood Customer Service.
DEBORAH RYou should bring back one of your workers who was a excellent worker and manager , he’s working in a diferent location and ges name is Christian, I don’t know why some owner remove people who’s buid a connection with the customers, i rent every week from this location and i feel really upset but the rest of the crew is always helpful and friendly.
Carlos AFriendly staff. Quick service checking in and out especially since I booked at noon after the morning rush when you open.
Rene SThis Location was a 24 hour drop off it was not open when the trailer was returned
Ezra SRon was so helpful and very professional - the van wasn’t super clean from the person the dropped off last, he made sure to wipe it down and give it to me in much better condition. Seamless checkout, I was on my way to my move quickly. Thank you again!
ANDREA LExcellent Service
RUTH bThe app didnt seem to work too well other than that perfect.
Karen PManagement was Amazing
Steven ALaron Provided excellent customer service from the time I checked my truck out to the time I returned it. He was very helpful suggesting things that I needed to make my move seamless. I really appreciate LaRon
AYANA CLaron W. Was the perfect customer service representative. He is nice cordial respectful knowledgeable and helpful. Clear communication a good representation of U-Haul.
Tena Ci questioned accuracy of gasoline level. Staff said he is going to adjust it. I don't think it was ever adjusted cause i was charged with 2 gal. of gas.
Charmiane SA little shorthanded at first with only two workers on site at the time (0830). There were four when I returned the truck at 1300. Truck was clean and had better steering than usual but soft brakes.
Roger CI was over charged with no explanation or reason why
KWASI ANeed more people’s to help specially on weekends.
Sajid BWe rent a truck every month and this time there were many trucks in the yard, so many that our truck was buried behind others and it took awhile for us to get on our way. Usually we have no trouble.
TERI MMore counter help in the morning until we can figuhe
Russ TRon was super helpful and got me in and out quickly, 10/10. Thanks Ron!
Herbert QThe truck I ordered was ready to go when I arrived.
William SLaron was outstanding. His customer service was through the roof. It made my experience quick and seamless. He provided me with great equipment. It was clean and I had no problems. He’s a 10 out of 10.
Lakecia CKeep doing what you are doing, providing excellent customer service.
tommie PEasy drop off and check out. Friendly staff.
Dennis CThe crew at this location "Took Care Of Business" And I GREATLY Appreciated that. Very helpful om pick-up and return ...Thanks Again
Kenneth HVery friendly and helpful. Nice kid .
Maria GIt was all good. Staff were relaxed and helpful
David GStaff was friendly and helpful. I would use this Uhaul again in the future as well as refer the location to anyone I know in need of your services.
Demetrius HLaRon provided excellent customer service LaRon came through and got me quickly checked out for my reservation and drop off.
Philippe DThey were super unorganized , didnt give me the proper instructions , and left me on hold for 30 minutes when i needed help or asked for a question
seanchester rI don’t know maybe have more people for the customer attention
oscar l