Subject: Formal Complaint Regarding Harassment and Threats at U-Haul Location Dear U-Haul Customer Service, I am writing to formally file a complaint regarding the treatment my friend and I received at one of your rental locations on the evening of September 11, 2025, at approximately 7:30 PM. The incident occurred at your U-Haul branch located at 3760 Campus Dr, Newport Beach, CA 92660. When we arrived to pick up a rental vehicle, we followed the required electronic contract procedure of taking photos of the vehicle. However, due to poor lighting, the photos were not clear. We noticed that the office lights were on and briefly stepped inside to ask for help. Unexpectedly, the employee inside shouted at us to leave. After we stepped outside, the same employee continued to watch us, curse at us, and make threatening remarks. When I asked why he was so rude, he walked toward me in an intimidating manner and said, “Do you want me to be even ruder?” This felt like a direct threat to my safety. While we continued with the required photo process, he further harassed us by making obscene gestures (such as raising his middle finger) and continuing to verbally abuse us. This experience was extremely unprofessional, hostile, and threatening. As a paying customer, I did not expect to be treated in such a manner, and it left both of us shaken and fearful. I request that U-Haul investigate this matter seriously, take appropriate disciplinary action against the employee involved, and provide a formal response to this complaint. Sincerely, Contract No:90131959
Liyuan Z
Airport Self Storage
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Newport Beach, CA 92660
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I dropped the truck off myself with no human contact and it was amazing didn’t have to deal with any horrible attitudes
brooke mThe guys working there were really nice and friendly, the price wasn’t bad, but the trucks were old old old and had a ton of miles, not clean, not well maintained, it was not the employees fault they don’t determine when the company buys new trucks but it was BAD. The truck barely ran, 100-200,000 miles. Totally run down. Terrible. And there was almost no parking out front to drop back off the 100 year old best up POS truck. Shameful to rent such an old terrible truck.
JEFFREY WWe scheduled an appointment to pickup at 4pm from a live person. Arrived to a locked front door with sign stating "gone to post office, back at 5:00pm" This caused a 45 minute delay on our tight schedule, as we expected office to be open. Other customers arrived behind me, then gave up. We called office line, no answer. I tried to use the uhaul app. It failed repeatedly when we tried to input any images/data, including ccard info. Called a 2nd time and manager eventually picked up. Was unapologetic, said to try reinputting the data on app again...eventually, it worked but very slow and buggy. This is not how to retain repeat business customers. The rental process much smoother with live people onsite. We bypassed the early-online check in because in the past it has been problematic. Hoping this criticism reaches someone who is concerned. I won't be going back to this location.
Edward GThat Old Thing was amazing! I was moving to Tehachapi and was dropping off the truck we used to move here one way. My drop off with owner Travis was seamless - super fast and trouble free! I realized I had forgotten something in the cab when I got home and when I called, he found it and then his family dropped it by my house on their way home that evening!! Absolutely above and beyond - it was amazing!
Catherine H