These questions do not cover the experience appropriately. I was redirected from my original location of pick up...by about 2 hours round trip. I reserved a truck a month in advance. You would think the Uhaul organization could arrange a reservation in that amount of time. Apparently not so. THEN, I had to rent a trailer as well unexpectedly. The original process was wonderful. But, when I arrived at the San Rafael, Ca location, they told me my ultimate destination did not take trailer returns, and that is was up to me to find a Uhaul place to drop it off! They couldn't even tell me the nearest option....just that it was up to me to research!!! This is completely unacceptable to me. Uhaul is an organization I've used for almost 40 years!! This is outrageous that you are putting the consumer in this position of problem solving that should be up to the Uhaul employees as part of the service. So. I did my duty and called to find my place of return, and in a round about way, went through 6 different transfers on the phone.... eventually Philadelphia finally helped connect me to the right place!! PHILADELPHIA?!?!? I'M IN CALIFORNIA!! WHAT THE F***???? You people need to be more helpful. PERIOD. Stop using automated answering and be real. Be accessible. Allow us to call an individual branch and NOT be redirected to a broader source!!! PLEASE. MOVNG IS STRESSFUL ENOUGH!! Lastly. Unfortunately, the last 4 times I have had to use Uhaul, I was met with an extreme amount of incompetence. From confused desk employees to unavailable equipment (after I was able to reserve it.) Please reorganize yourselves so you can be a better, more accountable service.
Brandon F
Custom Bunk Beds
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Antioch, CA 94509
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- 4.5 Average Customer Rating
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I had a reservation for a 15-foot truck that was made weeks in advance. When I arrived to pick up the truck, the older lady working there told me they did not have any 15-foot trucks available, despite my confirmed reservation. Rather than attempting to help or find a solution, she simply insisted that no trucks were available. Since I knew my reservation had been made well in advance, I contacted U-Haul Customer Service directly. Customer Service confirmed that a 15-foot truck should be available and contacted the location. After they intervened, the truck that was supposedly unavailable was suddenly provided to me. This experience was extremely frustrating and unnecessary. Customers should not have to call Customer Service to receive equipment they properly reserved weeks ahead of time. The lack of professionalism and poor customer service made what should have been a simple pickup process much more difficult than it needed to be. I rent trucks regularly, and customer service matters. Based on this experience, I will be taking my business elsewhere.
Latasha DThe worst rental experience I have ever had. I had a reservation for a 20-foot truck that was created on May 24. When I arrived on May 30 to pick up the truck, the older lady working there told me they did not have any available. I explained that the reservation had been made through U-Haul Customer Service and that I was specifically told a 20-foot truck would be available on May 30. Her response was completely unprofessional. She said, "Okay, let me pull it out of my ass," while making a gesture as if she were pulling something out of her backside. I was shocked by her rude and disrespectful behavior. To make matters worse, when I returned the truck, I had already cleaned it before turning it in. Despite this, she charged me a $20 cleaning fee. When I questioned the charge, she showed me photos that were clearly not of the truck I rented and refused to refund my money. Between the rude customer service, inappropriate comments, and unjustified charges, this was the worst experience I have ever had with U-Haul. I will never rent from U-Haul again. There are too many other truck rental companies that value their customers and treat them with respect..
Rhonda DGreat experience with friendly staff. Will be using again!
Rhiannon DThe lady that runs a place Nam is fantastic. She goes out of her way so far to make things happen and I have to use trucks all the time she’s wonderful and I’m grateful thankful for her. I would recommend going here more than any place I’ve seen she always has what you need.
Roger C