This review is for the Lock & Leave location at 25242 Arctic Ocean Dr, Lake Forest, CA 92630. The fact that the review auto-defaults to another location and won't let me change it, speaks to the disorganization and and discombobulated mess of my experience. I had reserved a 15 foot U-Haul and received a reservation confirmation that I had the U-Haul reserved for 9 hours from 9:00 AM to 6:00 PM. I thought this was great because I did not know exactly when I would pick up and drop off the truck. Around 10:30 AM, I received a call from an unknown number. I picked it up because I had not heard anything from U-Haul all morning. It was someone from U-Haul saying that my truck reservation had been cancelled!? I was flabbergasted. The person said that I was "late," and that they had re-rented my truck to someone else. By that time, I had pulled into the parking lot and saw the 15 foot truck that I had reserved. I told the person that I was there and could see the actual truck. The person reiterated that they had re-rented the truck to another customer even though there was no one in sight. I was still astonished because I was that customer and I was there in the parking lot. What made this experience so bad was the absolute lack of communication from U-Haul. If they expected me to be there at 9:00 AM, why didn't they call me at 9:00 then, or even earlier? Why was the first communication from U-Haul a call saying the truck was gone! I can't believe that a company like U-Haul that is in the moving business does not understand all the moving parts people have in play on their moving day. Movers are waiting, apartments need to be cleaned, deadlines need to be hit etc. People are depending on a truck to be there that day. If U-Haul had said that I needed to be there right at 9:00 AM, I would have been there at 8:59 AM. But I never received any call like that. In fact, the original confirmation e-mail of the reservation mentioned nothing about needing to show up at the beginning of the reservation. Quite the contrary, it stated that I had the truck for 9 hours. I interpret that as I can use the truck as best fits my moving schedule. I even received a second e-mail from U-Haul titled "A Quick Reminder Before You Pick Up." This would be the perfect opportunity to let the customer know to be there at the very first hour of their reservation. Instead, it was just an up-sell e-mail on mattress covers and boxes. There are many unknown variables on a person's moving day, so people may need to arrive late and/or return early. So beware if you use Lock & Leave Storage in Lake Forest because if you don't show up at the first hour you put on your reservation, then they may give your truck away on one of your most stressful days. The A Plus Storage location didn't give much confidence in the company either. You are not allowed to park at this location, which seems strange as the spot where the U-Haul was parked was empty when I returned the truck. You have to drive down the street and park in a residential area, and then walk back to the rental location. The truck was also given to me with 3/8 of a tank of gas, which I though was unprofessional. How hard is it to just drive it down the street and fill the tank? The other bizarre thing was that I wanted to purchase a dolly rental and some blankets, and I was told that was not possible. It could only be done through the original reservation. What kind of business has a customer offering to give them more money, and they say it can't be done? U-Haul needs to figure that part out. They had a sign right next to the register that said "Rent Me for $7," but "it was not possible" to rent it. So overall it was a lot of incompetence on U-Haul's part that totally messed up my moving day. This experience was so bad that I will not be renting from U-Haul again and will go with Home Depot or Hertz next time.
MATTHEW G
A Plus Storage
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Costa Mesa, CA 92627
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Charges me for gas??? I returned it with the same amount they gave it to me at
Dereck AI wish all rental companies were as proficient as you guys are, I suppose that’s why you’re as big and successful as you are, now I know
JOHN DThe person handling the equipment was extremely rude
STEVEN MOwner didn't seem to know how uhaul works. He told me to park the truck and took the key. Later on, I found out that I have to check out on uhaul app. So I had to take the key back from the owner and take those pictures. Also, uhaul said to keep the key inside the lock but the owner said he keeps the key. It was very confusing. But the owner was nice and helpful.
Sun P