Customer Reviews for West Coast Self Storage Carlsbad
(U-Haul Neighborhood Dealer)

Rating:

5.0

No improvement necessary. The staff were helpful and polite. I will use this U-Haul location again. I’m very satisfied.

Rating:

2.0

Originally ordered a rental truck from a different location online. Then I received a call and a text saying that the truck was only available at a nearby location and that I was supposed to pick it up at 9:00 am. When I arrived at the new location the facility was closed and not due to open until 10:00 am. After calling the emergency number I was able to speak with an actual employee and was told UHaul was supposed to send me a Lock Box code to get the keys for the truck. After checking a number of texts and emails, there was no code sent to me. Rather than just give me the code over the phone I had to wait 45 mins. till she arrived just to watch her open the lock box and then have a conversation on the phone with another UHaul employee who was on his way to a wedding? Not great customer service, especially when it was learned that this is a common problem with this location and UHaul. The Emergency receptionist let us know that this is a known unfixed issue with this location.

Rating:

5.0

Nothing. Everything was perfect! Thank you.

Rating:

5.0

Brock provided me excellent customer service. Thank you.

Rating:

5.0

Great customer service!

Rating:

5.0

Give your store manager Erin a pay increase. While it won’t improve her already excellent service, it will compensate her fairly for being a great representative of your store. She’s great.

Rating:

4.0

The app experience was horrible. Personnel weren’t helpful because it was closed so don’t hold it against them!

Rating:

5.0

Quick easy

Rating:

3.0

Overstated fuel level at pick up, took my time to dispute it with before/after photo. Was very dirty inside, trim falling off.

Rating:

5.0

Just what I needed, friendly very helpful employee. Nice clean easy to find facility. Thanks so much,

Rating:

1.0

1. When I arrived - my truck was not available. The manager said "she gave it the person in front of me and they do not have anymore 15 footers." (((((((((( I had a reservation )))))))))) and i checked in through your App. after 30 minute s she finally gave n me a truck, 2. There is a dead animal stench coming form the cab of the truck. When I told the manager - she said they said "we have rolled the windows down and sprayed air freshener in the cab, and looked under the seats and didn't find anything. " I told her its coming from the engine compartment. She looked at me confused. Bottom line - My experience of this location was miserable and felt the manager to be unprofessional. I rate this location a negative 10. I will not recommend colleagues to go to this location.

Rating:

5.0

Erin, your manager was GREAT !!! I reccomend some help for her as she was super busy today. U-Haul trucks were not being returned on-time and customers were waiting.

Rating:

5.0

Easy fast n friendly

Rating:

5.0

property manager was helpful and friendly. easy and fast service. location is convenient and clean. truck is clean.

Rating:

5.0

Super easy and friendly place to get a truck. The process went super smoothly. We had no wait and were immediately helped, provided our supplies and truck and on the road. Returning was very similar, maybe even faster. Oww, and she had chocolate, which always helps.

Rating:

2.0

I was overcharged for gas because the truck was improperly marked as having a full tank upon checkout. (In reality, it had a little over a quarter tank. Thankfully I took a picture of the gas gauge before leaving, but even then, I am still having to go through a process to get a refund). The worker was friendly, but ultimately not helpful in securing a refund. She referred me to UHAUL corporate, which is now opening a dispute directly with this location. The truck was in great shape, though. I'm giving a ranking of 2 stars because of the difficulty getting a refund for gas that was not used.

Rating:

1.0

The person at check in was rude. She complained that she didn’t like doing Uhaul business. She frequently swore and was overall unpleasant. I will never return to that location again and will advise others to avoid it. The truck had not been inspected prior to my rental. It had a warning that there was less than 50mile range, due to having less than 1/4 tank of gas. It did not have the furniture dolly I ordered. I completed all the online check in the day I ordered the rental, yet when I went to pick it up, I was told there was no information. Will never do business at that place again!

Rating:

5.0

The service was great!

Rating:

5.0

Pleasant as usal

Rating:

1.0

This location only allowed picked between 12am and 6am. When I got there later then 6am the app had already started my trip, which was only a problem because it didn’t allow me to select pick up my keys in the app. After calling customer support and talking with two different individuals I was able to have the app reset to receive the code to get the key from the padlock. After opening the padlock I discovered the keys were not in the key box. I had to wait to talk to the employee in west coast storing units in Carlsbad to get the keys. The truck’s gas gauge was empty. I got overcharged on mileage and fuel when there was no fuel to start.

Rating:

5.0

Great service. Thanks

Rating:

4.0

The truck was received after hours. The online checkin was smooth, but the truck had about 1 gallon of gas in it. This was quite inconvenient.

Rating:

5.0

Jimmy was helpful and smooth process helps!

Rating:

5.0

very friendly and helpful female

Rating:

2.0

I was double charged for this rental. A month after I moved, I was charged another $374 and it is unauthorized by me. I would like that money refunded immediately!

Rating:

2.0

Dolly was reserved but not provided. Truck was picked up at 9a but office didn't open until 10a, thus, no way to notify and secure it. Online app process to get the truck was cumbersome and non-intuitive.

Rating:

5.0

Good experience overall. One tire pressure warning light was flickering intermittently, and I forgot to mention it when I turned in the truck, but otherwise the truck and the entire experience went as planned. I wouldn’t hesitate to come here the next time I need a truck.

Rating:

5.0

Great service on both the pick up and drop off in Santa Monica.

Rating:

1.0

Not CHARGE EXTRA MILES when given a Smaller Truck when the Customer Reserverd a Larger Truck 3 Weeks in Advance.

Rating:

2.0

I was charged over $100 for a second fee that was not mentioned, I paid $83 dollars for the initial fees then charged $104 two days later. I was told the location would be closed and I could drop off the keys later that same day in which I did.

Rating:

5.0

The U-Haul was a newer year and much different from previous rentals. We actually had a pleasant rental experience from beginning to end. Every one that we spoke to was nice, friendly and knowledgeable. This place is recommended

Rating:

4.0

We didn’t interact with any personnel at this site

Rating:

4.0

Hours of operation do not match the Uhaul information. Uhaul said they were open until 11:59pm they close at six. Also not open on Sundays.

Rating:

1.0

• On January 9, 2024, I made an online reservation (Reservation #: 27080759) for a 3 day rental of a 15’ truck to be picked up at Postal Annex 4034, 4653 Carmel Mountain Road, San Diego, CA 92130 on Wednesday, February 14, 2024 at 5pm. 376 miles were allotted to the move. Drop off was planned for Slo Self Storage, 154 Suburban Road, San Luis Obispo, CA on Saturday, February 17, 2024. • Prior to the February 14, 2024, move date, I received a phone call from U-Haul indicating that there wouldn’t be a 15’ truck at the Carmel Mountain location, but that they had a smaller truck. Because I didn’t want a smaller truck, they indicated that I could get a 15’ truck from a different location and that they were willing to add 30 miles onto my reservation in order to accommodate for the additional distance that I needed to drive home for the load. The location was changed to 2405 Cougar Drive, Carlsbad, CA 92010 and the miles were adjusted to 376 + 30 = 406. • On February 14, 2014, ~4pm we arrived at the 2405 Cougar Drive location to pick up the truck. The person assisting us indicated that it was lucky that we had rented the truck because it was needing to get back to the San Luis Obispo area but that there was equipment that he needed to remove from the truck. After doing so, I departed with the truck and headed home (and filled it with gas en route since it only have 3/8 of a tank). • About two hours after we started loading the truck, I received a call from the Cougar Drive location indicating that he had given me the wrong truck and that he was prepared to give me $100 credit for the inconvenience. I indicated that we had already been loading the truck for two hours, it was half full, and $100 was not an incentive at that point in time. He accepted that I wasn’t going to return it and indicated that he would alert U-Haul. • We completed our move and returned the truck to Slo Self Storage, 154 Suburban Road, San Luis Obispo with the same level of gas as when checked out at 10:30am on Saturday, February 17, 2024, many hours in advance of what was required per our agreement. The total number of miles driven was less than the 406 allotted. • Shortly thereafter, I received a receipt charging us $84.60 for an additional day and for 24 additional miles. I called the Slo Self Storage office and notified them of the error; I also received a call back from another person at that location who indicated that there was nothing that she could do. • I called the national U-Haul number and spoke to Nancy. She was able to see my original reservation and it became clear that when I was given the wrong truck, it appeared to also change my reservation. • She opened Case 4647667 and indicated that the local location had 72 hours to investigate. Given the prior feedback from the location, I don’t have much confidence in their ability to resolve this.

Rating:

5.0

The transaction was very easy and fast. The truck was clean and new.

Rating:

5.0

I was charged for a a hand truck which I reserved. It was not in the equipment I uploaded a photo at pick up. I wold like to be refunded.

Rating:

5.0

Both gentlemen were extremely helpful and friendly!

Rating:

5.0

Caesar is an amazing manager who goes above and beyond to step up to the plate and provide excellent customer service. He handled the situation so well when an employee was unable to open the office. The way I saw it, Caesar saved the day by driving to Carlsbad to open the office and handle business. He was professional, efficient, and attentive. Even after circumstances were not perfect, I would still recommend this location because I know the guy in charge has got it covered and great leaders produce excellent teams. Thanks for being in business and for teaming up with moving companies to make my transition to a new home possible.

Rating:

5.0

Great Job. Very friendly and efficient. Thank you!

Rating:

5.0

The customer service team at the front desk is outstanding. Huge kudos to them!

Rating:

5.0

The move was so easy. The ramp is definitely a required item for any move. Very pleased with my experience. The staff made it easy and simple. This was my first time renting from UHaul. Usually I rent at Home Depot and I even had a reservation there but my friend suggested I check UHaul out. I had assumed that UHaul was going to be more expensive than Home Depot. A very pleasant surprise to find out your day rate is the same as Home Depot's 75 min. rate. Consequently, we were not rushed.

Rating:

5.0

Nothing at all. Caroline was outstanding and saved the day once I realized my reservation was not saved. Excellent customer service.

Rating:

5.0

Everything was great, very accommodating & excellent customer service! Thank you ; ) 👍

Rating:

5.0

This facility was the best! Efficient, organized, fast. We plan to use this place every time we need u haul equipment. We were finally sent here after a massive failure from UHaul customer service to help us get our truck through online truck share. Finally a new customer service rep sent us to West Side storage and they were amazing! I wish I remembered the name of the guy who helped me. 5 stars to him!

Rating:

5.0

Excellent service provided by Valentino.

Rating:

5.0

Staff was great, pick up of the truck easy. However the truck was dirty and had a slow leak in one of the tires.

Rating:

5.0

Great cashier/service person, very pleasant.

Rating:

5.0

Staff for pick up and return was great the process was super easy. Saved a ton of money moving stuff myself.

Rating:

3.0

The truck was filthy and upon return of the truck they charged me $25 cleaning fee when I reported that the truck was dirty on the inside and Took pictures

Rating:

4.0

Trunk was very dirty inside and out

Rating:

5.0

Quick and easy to work with

Rating:

5.0

The representative was friendly, efficient and made the entire experience easy.

Rating:

5.0

Replace the trucks windshield wippers.

Rating:

4.0

The online start and finish is slow and cumbersome- needs an overhaul.

Rating:

3.0

The mobile phone signal at the location is horrible. I spent over 25 minutes trying to get my rental. It is not easy to use a browser on a mobile phone and I WILL NOT download the app. Please fix this.

Rating:

4.0

The self-check-in process took about 45 minutes because the app was glitching and the connection in the building was slow. Would've preferred checking in with a human since he was available and I was in the office.

Rating:

4.0

The cab was very dirty

Rating:

3.0

Trash in the cabin when picked up Cracked windshield

Rating:

4.0

Technology. There was a disconnect between what the online reservation system let me do and the location was able to do regarding pick up time which caused unexpected expense to me as I had to pick it up one day earlier. When I tried to return the van and check in on the app, it froze and didn't let me complete the process.

Rating:

5.0

Check the truck to see if it’s clean

Rating:

5.0

Odor in truck was horrible irritated my throat, and the AC vents in front were not working making it hard to get cool air. I also requested a dolly i assumed it was loaded in truck when I arrived at my location i opened the back and nothing was loaded. When I called the uhaul location I was told she forgot to hand me one and was sorry, this was no good to me to be sorry when I needed it.

Rating:

3.0

To whom it may concern, I'm very troubled to see that I was charged $50 in gas fees when I traveled a total of 13 miles. Please explain to me how this is accurate or reasonable. Please advise,

Rating:

5.0

Really, very good. This is a new location that is clean and bright with plenty of parking. The staff member who assisted me both times was helpful, considerate and friendly. The truck was clean and everything worked as it should. Also, the truck and furniture dolly were already up front when I arrived so the check in process was very quick.

Rating:

5.0

I rented this van for pickup in Solana Beach CA where I live no email informing me that I had to drive 13 miles north in heavy Saturday am traffic 35 minutes to get to this location. Pick up a sofa in carlsbad then drive it home then drive van back another 30 minutes in heavy traffic to drop it off and get in my car and drive back home in heavy traffic. At drop off I was told I would receive a credit for the gas I put in. Uhaul is not what is used to be a real ripoff!

Rating:

2.0

The location was fine but the app is absolute crap... wont use the app method ever again and I expect to need a truck again in around 6 months.

Rating:

5.0

Everything went without a hitch. Great location and service.