I picked up my U-Haul and initially didn’t notice anything wrong. But as soon as I drove off, it became clear the truck reeked of urine. I was stuck on El Camino Real for 15 minutes trying to get back to the dealership, trapped in a disgusting stench. By the time I returned, my clothes also smelled like urine. When I got back, the staff told me I couldn’t switch vehicles immediately and would have to wait for it to be sorted out. That wait took another two hours, all while I sat there covered in the smell. No apology, no urgency — just a shrug and a long wait. This was one of the most uncomfortable and unsanitary experiences I’ve ever had with a rental. U-Haul should take better care of their vehicles and customers. This was completely unacceptable. No one has yet to reach out to me from the customer service department regarding my formal complaint.
JAMES R
West Coast Self Storage Carlsbad
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Carlsbad, CA 92010
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Customer Reviews
- 4.0 Average Customer Rating
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My U-Haul rental experience at West Coast Self Storage Carlsbad was excellent. This was my first time at this location and I highly recommend anyone to use their services. The property and equipment is well maintained and in top condition. Erin is professional, courteous, friendly, and customer service oriented. Erin is the main reason for my excellent rating because she goes above and beyond in caring for and attending to her customers needs. I'd use the services of this establishment again.
WENDELL CUhaul app pickup is the worst user experience I’ve had in any app. It just doesn’t work.
KYLE BNo improvement necessary. The staff were helpful and polite. I will use this U-Haul location again. I’m very satisfied.
JILL TOriginally 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.
DEAN S