I couldnt complete web return of equipment. It was very frustrating
Pratik S.Customer Reviews for U-Haul Moving & Storage of Thornton
Testimonials From Recent Customers
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
Good crew, prompt and super helpful. Renting and returning were a breeze!
Mihir P.I had a bad experience with the fueling of the Van. For low mileage like 30 miles I expected to fuel not more than 2 Gallons. The first time the fuel indicator started to move was after fueling more than 4 Gallons! And yes I did wait after each fueling to check the indicator change again. Something was wring with that Van.
Ali S.In and out quick service even when I didn't schedule a pick up
Felicia S.The first trailer offered we noticed had a tire that needed air. The CSR was helpful in gathering a better condition trailer.
DERECK C.The only thing that bothered me, was that the salesman didn't know how to lock the trailer to the hitch.
Doug M.Was missing one of the ramp spring loaded keeper pins. Had to use a bungie cord to keep it up while transporting the car. They did credit me back for the missing part.
JOHN D.Thank you, the wonderful service, through the years at your Thornton Ave. location in Fremont, Ca. Special appreciation to Manager, Evan. (Storage). Sincerely, Matt & Sandra Foley
MATTHEW F. | Overall ExperienceNo problems what so ever Thank You Steve
Steve C.I was very impressed with the service from start to finish. Kent called me a day prior to my appointment, was able to get me in early and finished the trailer hitch install quickly. Overall, it was a great job and great customer service. Truly impressed.
micheal R.Truck wasn't shifting gears when I returned it to the nearest location you guys tried to charge me $1500 then $745 when the only reason it was returned at that location is cause it wasn't running right
Samie T.The so called UHaul Gaurantee for reserving a particular equipment or UHaul will reimburse you $50 is completely misleading and false. I reserved a 5 × 8 trailer few days before pickup and when the location didn't have it when I went for pickup, they refused to honor this so called Gaurantee and said I could either take an "upgraded" trailer (which I didn't want) or complain to Corporate. I finally had to take a bigger trailer, which was not what I wanted and very inconvenient as the location would not cancel the reservation and honor the Gaurantee. False advertising or lack of employee training, it doesn't really matter, just don't believe the so called Reservation Gaurantee they keep showing when you make a booking.
Asheesh B.The truck worked great and service was fast. However, the truck was at about 1/8 tank when I picked it up, and I was told if I returned it with 1/4 tank of gas, I'd get a $30 credit. I feel like that was pretty misleading, because it wasn't a $30 credit off the price they gave me, it was a $30 credit off the $30 gas fee. So really, it was just me avoiding a fee rather than discount off my quoted price. I just don't appreciate how it was phrased to me. It seemed intentionally misleading.
Jude G.The Staff is very courteous, professional and knowledgeable. The facility is clean and welcoming. I had a very pleasant experience and the service was excellent. Thank you.
Daniel B.Manager was the worst guy i ever had as customer service he treated poorly and would never come to this store again just because of that guy the manager
Eduardo A.This is my home office. I rent from them often. They are always helpful and get me whatever I need. The Thorton Ave location in Fremont CA is a 5 star location without a doubt.
Joshua H.I returned the equipment to a staff, who told me that I'm good to go and will get an email. Never gotten the email, but instead a call from the store the next morning asking me when I'm going to return the equipment. Ended up being charged a overnight inspection fee for something mishandled by the store staff.
Jinqiu W.For 12 or 13 miles you charged me for three gallons gas.
Jamshid N.Only the phone set up ,it's hard to speak to someone at the storage location, it seems you always get a representative from the call center,
Melody D. | Overall ExperienceTrailer was beat up and worn. Made you wonder if maintenance was being maintained. It worked for my needs and i had a short trip. Staff was excellent.
Kevin F.Our company has been renting U-Haul truck on at least once a month for a while now and I have been the one who always come to pick up the truck. After everything went so well all of this times, so I trusted the service peoples there, so yesterday I didn't check the truck, fuel before I wrote away (I was told that fuel was at half tank). I drove the same route and I only drove 21 miles. After I completed my task and went to the gas station to fuel the truck back up. First, I purchased $10.00 / $4.99 per gallon. Then I found out that it wasn't anywhere close to half tank mark. I ended up spending $20.xx . I realized that the person who helped me at the counter when I checked out the truck wasn't honest or he was just making a mistake. I wouldn't never knew.
phu H.Long waits. Told returns were done outside, stood outside for 10 minutes and no one ever showed up so had to use the app instead. Parking is really unorganized, so you may have to park your car on the street if you're leaving your car.
Christopher S.The only thing I don't like is that they marked the gas incorrectly. This has happened with my last 2 rentals. Its market at 1/2 tank & was under 1/2 tank. I don't think thats ok to do employees should take their time and look at the correct gas gauge and market correctly.
ESMERALDA M.Everything was great. Thank You!!!
Muhammad K.Cont excellent service
Mitch V.Be aware that Puerto Rico is part of the United States and my license was considered as international when I have a PR real id license in compliance with the United States Real ID Act of 2005.
Carlos S.Excelente
jose B.First time using u-haul box. I am pretty impressed and already recommended to my families and friends.
Evelyn P.Staff very friendly and helpful great experience.
earnie W.The UHaul app on Android didn't work, had to keep going back to the browser to do check in or check out. Folks at the local UHaul were great.
Aaron W.Angelina T provided an excellent custom experience. She efficiently helped me rent a vehicle and understand the contract. She was also happy to answer my questions about the vehicle dimensions and was kind on the phone when verifying my reference phone number.
Ahmed A.Great service
Fakalelu T.They were very helpful and answered all of my questions.
Brad W.Great customer service by Frando thanks u next time
Shwatish K.Keep up the good work and friendliness
Carolyn T.The young man that helped me was fantastic. He was very personable. He was fast, accurate and real knowledgeable about Uhales products and services. He needs a raise ! Christy Patneaud
Christy P.The starting price of $19.97 is misleading. Maybe U-Haul should give an average hourly price instead, to prevent the sticker shock from being such a bad surprise.
Susan K.Just keep being factual, I enjoyed my truck reñtal experience. Will definitely use them again.
Wayne M.The rental for the cargo van was very smooth. I was expecting a similar bad experience as a car rental place but it was much better and was pleasantly surprised at the ease of the whole process.
Alex L.One day I hope that corporate will streamline the rental process.
Andre F.The young lady that assisted in my trailer hook up and check out was quick, organized and efficient, much thanks!
DAVID H.Very quick pickup and drop off process! Great service.
Jim D.They're friendly service
GENALYN O.Staff are nice . Excellent customer service
Allyn L.The cab needed a vacuuming and the van outside was a little grimy, but this wasn't a passenger rental car so it was ok. The staff is very polite and hard working.
Bertha D.Mr. Souza is an honorable and well educated Man especially earned a raise
matt R.I love this branch. Thank you for y'all
Jungsik K.Rented a 6x12 cargo trailer. This trailer has double axle and is heavy even when unloaded. It truly needs a lift Jack to raise it above the ball hitch. It was a big pain in the aâ€â€ to separate from the vehicle.
Kenneth W.You all were helpful and efficient
alisa D.First off the mileage I “used†is a lie it said I drive 3 miles from the freeway exit to the store and that's total crap they are ripping People off
Stephanie M.Great staff, very helpful
Thomas W.Good service
Chand M.Quick check out and very quick check in. No problems. Love this location
Donald B.I had a really hard time doing the self checkout. Even though I was doing the process correctly it won't allow me to further checkout. I almost gave up and just dropped the trailer off without self checkout but finally tried one last time which finally work. Not sure why it wouldn't work the first time. Also while experiencing my problem there wasn't a 24/7 customer service help. This should be available especially since I was having trouble. This 2 items are my only faults with my experience
Corey G.None- everything was easy and everyone was incredibly helpful. I would recommend highly this location.
Kacie Esther W.Fernando went with me to the unit and explained everything to me. He was very courteous and nice
Kristina Z. | Online Move InForgot dollys in trailer, had to move by hand because of their mistake. Slow service. On phone.
meena I.UHaul has the prices on moving and storage supplies. A mattress cover set at my local store is 15.95. At the Home Depot it is 10.95 for just one mattress bag, not for the set. I just went through a major move and my local store was immeasurably helpful. Even offered a dumpster use for a nominal fee. I will never move again without UHaul.
Patrick H. | First ImpressionsThe reason for average: We need elevator for first floor storage unit. It is missing.
Kiran T. | Overall ExperienceThe timing was good I got through it enough time to get an available small storage and it worked out perfect thank you
michael v. | First ImpressionsOnly complaint- was not able to contact the on-site staff, no matter when or how many times I called.
Kimberly D. | Overall ExperienceThe person that assisting me is friendly and kind
Imee P. | First ImpressionsThere was one time on a Sunday I needed to get some things out and it not opening until whenever it opened was an issue but since I only ran into that issue once so can’t complain too much
Amanda G. | Overall ExperienceThey saved our moving day by being open and having the perfect storage. Smooth online process. Two thumbs up
Ana F. | First ImpressionsIt’s excellent the the people who ever work in this facility?
Akram M. | First ImpressionsHad an exterior unit and unfortunately, I was unable to get my sofa into the unit due to the size of the door. Be that as it may, another issue I encountered was large pools of rain water right outside the doors of all the units on my side. Noticed a rain gutter about 15' from my door and the rain water just collected on my side causing me to have to hop over the water or step right into it soaking my shoes. Imagine having to do that with hand full with oversized objects such as flat panel televisions.
Raymond R. | Overall ExperienceI would have appreciated having a light available in my unit. I really appreciated having a remote to open the gate! Staff & management were always friendly & provided excellent service & support. Thank you
Laurel S. | Overall ExperienceAn elevator would be nice. I had a unit upstairs and it was hard to carry all my stuff to my unit. Then I have to upgrade to a bigger space which means, I have to move it downstairs. So yes…elevator would be nice. But very friendly staff. So, thanks you all!!!
Shiela V. | Overall ExperienceVery helpful staff. Storage and moving rentals at one place is a plus.
Prithviraj S. | Overall ExperienceIn a stressful situation, uhaul was a helpful hand. With friendly people to make it smooth and easy.
Mario G. | Overall ExperienceOnly wished that they had elevator where I was but hey at the low prices can't complain very helpful thanks for keeping my stuff safe for years
Mary B. | Overall ExperienceAll Assocites were courteous, helpful and professional. Signed Ralph P Davis.
ralph d. | Overall ExperienceAppreciate the staff and my cashier was very helpful and friendly.
RICHARD B. | First ImpressionsGreat employees you have thanks for all your help
Ginoricci V. | First ImpressionsThank you ill apriciate
elinio l. | Overall ExperienceEvan manager is very nice, pleasing and professional. He helped me though he was busy running around multi-tasking. Staff members are also very helpful and quick to serve and answer phone calls. Fortunate to have them at our local UHaul.
Mukesh A. | First ImpressionsAll your staff we encountered were helpful and friendly
JAMES W. | Overall ExperienceVery nice and helpful. Customer service person that help me was.great.
Traci G. | First ImpressionsRecomendado 100/1000
Maria R. | Overall ExperienceI think you should rethink about the storage units on the second floor. No elevate?
ANTHONY P. | Overall ExperienceThe staff was Very professional and helpful!! The manager Evan is AWESOME!!
MELVA Y. | First ImpressionsLove this unit as they were open for 24 7 access however some staff weren't aware of this and were rude. But I would definitely rent here again if the location was convenient
Amberlynn M. | Overall ExperienceRented out a unit I had reserved to someone else, gave me a smaller unit, struggled to find it when trying to show me where to go.
Joseph H. | First Impressionseasy to sign up on line and good customer service at the check in desk!
Colleen d. | First ImpressionsWell Deserved Accolades to Uhaul....I have been working with you for years...this was my first time using your storage service...what a pleasant experience....Thank You...
EMILY S. | Overall ExperienceThe storage access hours does not reflect the correct timing. I saw the access hours and had a truck loaded with my stuff ready to unload and the building gate is locked. The office hours are done so couldn’t contact them and the customer service wasn’t helpful on call. Had to end up paying a lot more for the movers to come back and unload, very unpleasant experience.
Forum K. | First ImpressionsGood
JOSHUA C. | First ImpressionsThe employees who work at this location are well informed and very friendly and easy to work with - would definitely recommend.
Roberta P. | Overall ExperienceVery nice crew at their place, however a lack of having a lift to the 2nd floor and very narrow isles made it very difficult to move my items
Johannes H. | First ImpressionsYou sent the survey before confirming close out of the unit. I assume you found all was in order.
Michael F. | Overall ExperienceThe upstairs indoor units could have wider doorways. We had a lot of trouble getting a sectional couch which breaks down into 5 or 6 individual large reclining chairs into it because of the size
MARGARET S. | First ImpressionsAccess to unit is very difficult when moving without elevator
THOMAS T. | First ImpressionsMoving is very stressful; it is frustrating that there isnt someone at the return area because they are busy elsewhere. You set it up giving the impression its like returning a rental car - but its doesnt work as well.
Michael F. | First ImpressionsWould have liked somethhing that could move stuff up stairs, but the process was smooth
Christopher T. | Online Move InEs excelente el lugar y el servicio personal 👌👍🏼
Sara D. | Overall ExperienceVery convenient options to access the storage unit. Getting in out of the location was a breeze.
Samar R. | Overall ExperienceIt’s better to have elevator or tools to help carry heavy objects upstairs if the storage unit on 2 nd floor
Emi O. | Online Move InBeen with this location for a few years. Never a problem. Easy access and conveniently located off 880. Friendly staff. Rented trucks here too. Definitely would store my belongings here again!
monica m. | Overall ExperienceThere was always respect & professionalism between staff & I and staff to staff. Thank you guys for your help.
val d. | Overall ExperienceThe Thornton Avenue store and storage has been excellent - honestly the staff is friendly and knowledgeable and the storage area is clean and appears safe.
Roberta P. | First ImpressionsFuimos muy bien atendidos. Gracias
Julio R. | First ImpressionsJust below customer service margins.
Robert P. | Overall ExperienceOverall your fees are too high. No bang for the buck. Many other storage facilities are as good and less expensive. I spent over $2000 for a year. Sadly, next time I may shop around for a better deal
Steven B. | Overall ExperienceI am pleased with the service. However, when I brought an unsafe and damaging incident being performed by another tenant to the attention of one desk clerk, it was ignored.
Claud Etta I. | First ImpressionsNot enough access hours for indoor storage
Mayra G. | First ImpressionsGreat professional service
Chad W. | First ImpressionsWell informed and willing to show the units at all times for visual inspections great prices and great customer service.
juan l. | First ImpressionsBuilding wasn't always unlocked near the beginning of access hours. Automatic lights go off too quickly i.e. when doing work in the storage unit. This requires waving out in the hall to turn it back on but it's still a bit of a challenge because it can get down to near total darkness. If there were a dial timer to keep the lights on this would be a lot easier.
Demitri M. | Overall ExperienceAppreciated the cleanliness and help from all staff members.
NADINE V. | Overall ExperienceDiego was very pleasant and helpful!
Lian R. | First ImpressionsExcellent. But I never received a confirmation that I moved. I was paid up to 6-18-2020 & moved out on 6-1-2020. I should have received a refund but didn’t 😟
Laurie G. | Overall Experiencefriendly staff
Jackie B. | First ImpressionsHad the same staff person checking in for a unit and checking out. He was slow moving and glum. Other staff didn't seem any better, as I was observing while waiting. The storeroom area smelled strongly of pesticides and ?marijuana. People looking for day jobs were wandering in the back area as they could walk in the security gate when open. 30 days was free, but no desire to renew!
Georgene M. | Overall ExperienceFantastic staff! Went the extra mile for me! Cannot recommend enough! Thank you!!!
Paul V. | First ImpressionsManagement is professional and reasonable to deal with. Would recommend to friends.
RICK C. | Overall ExperienceThis Uhaul is the most well organized & has the most knowledgeable staff in all the Uhauls I have used. They made it easy for my move and storage, definitely recommend for your moving or storage needs
Donovan C. | Overall ExperienceAll of the employees were very polite and helpful. Overall my experience with U-haul was great I would definitely use your services again and refer my friends to use your services as well. Thanks
Linda M. | Overall ExperienceService was good.
DEBORAH C. | Overall ExperienceCustomer Service was excellent throughout the rental process! All my questions were answered and I look forward to doing more business in the future. I was not aware of U-Haul's storage and signed up.
Roy O. | First Impressionsoverall a very good experience
Janet H. | Overall ExperienceVery friendly and helpful staff
HANNAH H. | Overall ExperiencePlease give your staff a break sometimes. They work tirelessly dealing with not so kind customers. They were very courteous and helpful.
YASUKO S. | Overall ExperienceThe phone call I made to make my reservation failed to inform me that I would only have 2 hours to do the entire move and my storage unit was on the 2nd floor with no stairs. I am so angry with y'all
Arden W. | First ImpressionsIt’s great location and have good employees 👍
Griselda C. | Overall ExperienceOutstanding customer service and quick delivery of rental.
linda s. | First Impressionsservice was excellent.
Malkiat S. | First ImpressionsThe process was smooth and efficient
Elyssa Joy V. | First ImpressionsGreat service, thank you all.
catherine m. | Overall ExperienceKind, friendly and helpful staff. Checkout of storage unit and checkin of trailer was straightforward
Megan J. | First ImpressionsThank you for the 30 days of storage while I was getting settled.
Kathryn P. | Overall ExperienceGreat customer service and helpful
Griselda C. | First ImpressionsAbsolutely excellent, even provided assistance when moving. Really appreciate this facility!
Daniel C. | First Impressionsnice friendly staff, excellent service!
Isidore J. | First ImpressionsThe first truck was not safe to drive. I returned to the U-Haul Newark (or Fremont) for another, reliable truck. The staff had another truck in 5-minutes and I was back on my work. Thank you.
KENT C. | First ImpressionsEveryone was very helpfull and professional especially Aaron she always had a smile on her face. Very pleased with all aspects of u- haul so far. My pods are being delivered to Washington on May 14
Rebecca C. | Overall ExperienceThis Thornton Ave, Fremont location, is by far, THE BEST RENTAL with STORAGE FACILITY I’ve ever used. Staff is courteous, able & very knowledgeable Facility is clean and secure. Mngmnt is top notch!
Rachelle H. | Overall ExperienceNone.
Berlalie C. | Overall ExperienceUhaul rep Diego Smith was wonderful & went the extra miles to assist with our storage needs. He was knowledgeable & polite in performing his job. Outstanding employee!
Phillip V. | First ImpressionsAfter 22years at U-Haul I had to let my junk go.Thanks U-Haul it's been fun.
BRIAN K. | Overall ExperienceThank you
James S. | Overall ExperienceThank you so much for your service
candy l. | Overall ExperienceThe lights in the hallways would turn off automatically leaving me in my storage unit in the dark many times when I was organizing. I had boxes fall on me because of this.. not safe no lights in unit
MONICA Q. | Overall ExperienceGreat staff!
Helena C. | First ImpressionsClean, fast, kind service, good access.
Brian W. | First ImpressionsN/A
Carol S. | Overall ExperienceExcellent,early coming,professional moving.
guiping z. | Overall ExperienceGreat customer service. Thank you for your help.
daisy b. | ReservationEmployee Fernando Ornelas was great. The other times i visited, it felt like i was at an army boot camp. Loosen up customer service staff!
Thomas k. | Overall ExperienceEveryone was Great
Michael R. | Overall Experiencevery good experience thanks
hesham d. | Overall ExperienceGreat storage, can be reserved ahead of the time which is recommended. Otherwise, the storage room may be on the second floor and far away from the entrance door. The staff was helpful.
Long C. | Overall ExperienceVery Helpful
Victoria M. | ReservationYes I was wondering if there is any kind of a price break for having the storage beneath the stairwell as to you only get half of the space although I was informed this did not realize space
Neil G. | ReservationNo elevator to transport heavy furniture to the second level. Very inconvenient. Forces you to rent a much more expensive lower level unit.
Thomas k. | ReservationEverything went well!
Khiem T. | Overall ExperienceThis was the nicest U-Haul I've ever been to! People were helpful and professional. Great communication and service. The bathrooms were clean and the facility was neat and well maintained.
Joseph M. | Overall ExperienceGreat customer service
LEDOUX W. | Overall ExperienceGreat service
lawrence s. | Overall Experience