This location is incredibly challenging because it is VERY busy street in San Francisco with poor signage and that doesn't deter people from parking in the spot after you've taken the van.Victoria F.
Moving Truck Rental in San Francisco, CA at U-Haul Truck Share 24/7 at Fell and Masonic
One-Way and In-Town Local Rentals in San Francisco, CA 94124
U-Haul has the largest selection of in-town and one-way trucks and trailers available in your area. U-Haul offers an easy moving process when you rent a truck or trailer, which include: cargo and enclosed trailers, utility trailers, car trailers and motorcycle trailers. Combine your moving efforts by renting a truck and a trailer from U-Haul today.
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Firstly, I don't write these kinds of reviews often -- I actually think this may be my first. The self pickup process is the furthest thing from being intuitive and honestly one of the worst experiences I've had as a consumer. My experience thus far has been: 1. Receive the truck late due to the previous driver running over their specified time 2. Not being able to drop the truck off, resulting in me taking the key home with me + biking back the following morning to return it 3. Seven individual hour+ phone calls with U-Haul support (the issue is still unresolved a week later) 4. Being charged for an additional, entirely unrelated truck rental 5. Being overcharged Last thing I'll say is that U-Haul customer service is a nightmare. I've been on seven phone calls with U-Haul, each over an hour, and have resolved absolutely nothing. This system is deeply flawed.Asher D.
The process of starting the trip took us about 40 minutes and had to get the help of a customer service rep to get us started. The van itself was in good condition and was a breeze to use. Uhaul needs to work on taking out glitches and making the app more user friendly.Allqn R.
the local staff was nice and helpful but man this was an awful experience. The process to get the car was so bad. Having to take pictures of licenses, myself, having another form of ID or additional contact. None of this was explained ahead of time and should have been. Then the car wouldn't unlock without me having to call. Now I got my receipt and I was charged $80 for gas when I got the car on 1/4 tank and left it with 1/4 tank. I'm not paying that gas charge and I'm never renting a uhaul again. This was awful.Nick L.
It took an hour to get the van bc I kept getting an error saying I had to wait til the location opened at 12am (it was a 24/7 location and my pickup time was 9am). I guess just make sure everything works when someone has a reservationREBEKAH F.
The process of getting the truck was awful. First, you should tell the customer that this is a truck share location and not a U-Haul facility. Second, before booking have the customer fill everything out so that they're not expecting to show up and be able to get in the truck at the time reserved. I spent an additional hour after showing up talking to a representative to get â€œapprovedâ€ to use the truck because I didn't have my passport or lease on hand. Lastly, the truck was all ripped up and is not left in a safe location.Samantha M.
The location was convenient, but I can never get into the U-Haul rental cars with the app without reaching out to customer service. I emailed service last night because I couldn't end my reservation last night and customer support was unavailable. 24/7 pick up and drop off should be accompanied by 24/7 customer support.Samantha U.
Your company really needs to improve the 24/7 pickup process. The van was disgusting. The previous driver left personal items in the car, there were food scraps, trash, and a water bottle left inside. The low tire pressure warning was on. That turned out to be because the spare tire was installed and the original flat tire was in the back cargo area. This was a problem because I needed all the space to move a TV so I got dirty and had to put the flat tire in the front seat. The outside of the van was incredibly dirty. I had to run the washers for at least a minute so I can see out the front window. The cargo area was also really dirty. It reeked of cigarette smoke. The fuel was about 1/8th below full. So when I went to refill I didn't know how much to put in. I ended up putting in way more than I used. It should have only take a gallon for the 26-mile trip but I ended up putting in 3.5 gallons @ $3.39 per gallon. So it cost me about an extra $8.50. The pickup process was awful. So unclear. It took me an extra half hour to pick it up. I had to call the service number to get someone to even enable me to start the pickup process. Then I had to use chat to get someone to actually unlock it. On a positive note, the customer service was friendly and helpful. The one non-awful thing about this whole experience. It is implied that the vehicle is checked out between each rental but that is clearly not the case. The icing on the cake was that when I returned the van and completed the return on the app it tried to charge me an extra $30 cleaning fee. Most people including me usually just click through these things so if I wasn't paying attention you would have scammed me out of $30 because of your incompetence and disregard for your customers. I honestly have never had a rental experience that was anywhere nearly as bad as this. I will look into what agencies I need to file a complaint with. The condition of the vehicle is absolutely unacceptable and in the current situation, it is unsafe for other people's personal items like water bottles to be left inside or for vehicles not to be cleaned between rentals.isaac S.
human excrement in the seat. smelled of meth/crystal. filthy. used surgical gloves. unsafe and horrible.Mark R.
The pickup and drop off process is not easy to understand. I had to call to get the unclear walk through. I tried a few phone numbers to get through to a live person. The local number worked.Kathleen C.
The car wouldnt unlock or start for an hour. It was awful but once it was working it was fine.Nolan D.
I completed the self-pickup onboarding via the app, however you never unlocked my van (so I could not retrieve the keys, which are in the glove box). I called support, got transferred, put on hold for 20 minutes, then the line went silent, call dropped. I tried the live chat via the app and they concluded that they could not assist me and I must call support again. This entire time, I've been stranded on the side of a busy road where your van is parked for pick up, and now I'm running behind on the pick up I needed to do for my company. I called support again where your support agent kept telling me that I completed the app onboarding, thus I should have the keys. He also didn't know that this van should have been remotely unlocked by your team. He didn't understand how I didn't have the directions to retrieve the key. I got put on hold again, then he came back and told me "you learn something new everyday, I didn't know we could remotely unlock it". They finally unlocked the van at that point. This is the 3rd time I used the self pick up, and the 3rd time I had major issues. The first time (few weeks ago) I got to the van and the battery was dead. You sent roadside service to me and after over an hour they notified me that they could not locate the van. *The van never moved due to the dead battery, it was still in the parking spot - they should know this exact location. So I had to reach back out to support and do the entire process again of getting transferred, put on hold, etc. Finally several HOURS later, another service agent arrived and jumped the vehicle. This put my company event into a tailspin and it was a complete disaster. The second time I used you after that, I got to my van and the window was smashed and van was trashed. Again, I had to make several different calls and always put on hold and transferred several times. There weren't additional vans at this location, so I had to travel to another location to pick up a new van. Again, my company event was ruined and again, my day was ruined and my time wasted. 3 times I had faith and tried to believe that each previous incident was an isolated incident. I was so frustrated after each of these incidents that I even had zero interest in sending feedback/reporting the incidents bc I didn't want to sit on hold or be transferred again on the phone if I called in. I just didn't want to subject myself to another unnecessarily horrible experience. Clearly your self-service 24/7 pick-up needs further polishing. It's a huge detriment to the Uhaul brand. These experiences were so bad that I actually give others disclaimers/warnings about the service and share my experiences, since I don't want my colleagues and peers to deal with such nonsense.David C.
The car was improperly registered and I stood in the cold for 40 minutes trying to get in. Then I called customer service, had to wait for a representative, then was hung up on twice before the third person actually took my call. I wouldn't recommend.Kathryn R.
The pick up experience was disappointing. It took me 10 minutes to get through the verification process, which should be encouraged or be mandatory to do prior. I had to call customer service to help unlock the car. Additionally on the process to return the truck I was unable to upload my photo of the mileage/gas gauge. The customer service agent, Raquel, was very helpful but again this process should be seamless.Edward D.
Check in/check out, clunky online experience. Perhaps this is only first time use.William C.
Unlocking the car didn't work, had to be on hold for 25 minutes to get a customer support person to unlock, making me late to the event I was transporting stuff to.Christian S.
It took me far too long to begin my reservation. I expected it to take a bit so I got there early. However it ended up taking me about 40 minutes before I could start driving.Many steps I took while at the car seemed like things I could have dont when I made the reservation. The app ended up not working and I had to wait to talk to someone on the phone. When I returned, the parking spot I was supposed to use was taken. There was not clear signage to indicate to others that the spot was reserved. I had to sit around for about another 40 minutes while I got bounced around on the phone between different employees. I would actively discourage people from using this service.Noah K.
I couldn't start my reservation until an hour after and was still expected to return it at the original end time. I was on hold/on the phone with support for over an hour trying to start my reservation.Rachel T.
The app was terrible, I didn't get to get everything moved since my pickup time got delayed, people did not know what was going on, and the car pick up location is impossible.Savannah F.
It just takes some time to log on and go thru all the steps to get the vehicle at this parked location and the four food not unlock so I had to call. But it was a very convenient location.Joel S.
It took 30 minutes on the phone with customer support to get verified and then have a tech remotely unlock the truck. Once it worked, then everything was great. Hopefully this was a first-time-setup problem.Benson L.
This was a mediocre at experience. They don't tell you what the process will be like. There is a key box next to the car and the app said to use it, but gave me no code. I had to call and they unlocked it for me on their end, not using the code at all. The app needs some revision. But overall not terribleMichael N.
Lock box process at this location is a mess. The lock box for the truck key return was locked when we returned the truck - return instructions did not provide lock box number. Spent over an hour on the phone with customer service with no resolution. Finally had to leave without having returned the key. Unacceptable - UHaul has not yet figured out street-side truck rentalsMichael G.
Key compartment was very hard to open after unlocking with code. It took several phone calls to receive a new code and a.lot.of force to get it open.Serghio P.
The check in process is a little lengthy, with multiple verification requirements including the need to contact an alternate contact, which isn't clear when you book on line. Slow and inconvenient and should be streamlined.thomas C.