U-Haul

My husband called to drop off the equipment that we had rented and was told that he could bring it in. He arrived there ten minutes later and suddenly they were too full to take it and he had to go somewhere else.

I went in just to buy a few moving supplies and just 20 minutes in that place made up my mind about this location. I was in there for probably 15 minutes before the man working even noticed I was there. I stood waiting in line and the employee went outside help the customer with the truck.
At this point, still no «hello» or «I’ll be right with you» from the employee, someone else walked in. She said «hello» and I assumed it was another customer until I noticed she was putting her bag in a locker. I asked her if she was an employee, she responded yes, and I asked if she could ring me up. She responded «No.» with no explanation. Not helpful at all.
Not only did the employees seem to not care about who was in the store or why they were there, the place was a wreck. It was ridiculously disorganized and there was random stuff everywhere. Needless to say I won’t be going back to this location

Rude from the get-​go.
I just called to ask about some capacity specs regarding a truck. The man on the phone didn’t seem too informed so when I asked again, he proceeded to yell at me and demanding my intentions because previously people did so-​and-​so.
Obviously I don’t want to destroy a truck which is why I’m asking. But assuming the worst of your customers and yelling at them within 20 seconds of the conversation gets a big hang up from my end of the phone.
He did call back, but the tone wasn’t any more pleasant. No thanks. Elks lane down the street has the nicest people ever, so I’m going there.

I called this business twice to reserve a small trailer and was told that even if I reserved a trailer, there would be no guarantee that it would be there (!) and neither time did they call me back when they said they would — not a good move in this age of Unilocal reviews. After waiting two weeks for call-​backs, I called the main office to complain and learned that apparently the rental trailer business is much more complex that one would expect. I learned that the day before I need it, I will be told where, within an X-​mile radius, I can pick up my reserved trailer, depending on where someone dropped one off the day before. Sounds like a great plan… Thank goodness rental cars don’t work the same way — imagine landing at SFO and being told the car you reserved can be picked up at San Jose Int’l.

I made a reservation online to pick up a 5×8 trailer at 8 am, and showed up on time only to see that their hours were 9 am to 5 pm! I tried calling and left two voice mails, but of course no one was in the office. They didn’t even bother returing my calls after their 9 am opening time. When I finally was able to reach someone around 9:15 am to cancel the reservation (since we had made a reservation at another UHaul location), the guy didn’t even bother to apaologize. Awful customer service, and extremlely unreliable. Fortunately, the UHaul corporate office apparently has a policy where they a pay you $ 50 if they can’t honor your reservation. So yay for that I guess.

The service I received at 445 Prado Road was so terrible, rude and unprofessional that I will not use U-​Haul services again in the future despite the courteous people I found at the second location.
The man was 20 minutes late opening on Sunday morning. Another person who was waiting outside with me mentioned it to him. His response was, «It’s Sunday morning.» There was not an apology of any kind.
I gave him my printed confirmation email for a truck I reserved weeks earlier. He said simply, «I ain’t got no truck for you.» I explained that I had a reservation and had been dropped off and that I needed his help resolving the problem. He called corporate offices on speaker phone. He kept telling the other woman that I was «raising hell» (I had not raised my voice or been rude) and that «customer just don’t see how things are» ~ Then I did get upset.
I said, «Sir, I have a right to be upset. You are 20 minutes late and don’t have the truck I reserved and have offered no help to resolve the problem. I get that I have a confirmation email telling me to be here today to pick up my truck.» He continued to speak poorly about me, in front of me, on speaker phone.
Then they said there was truck for me in Grover Beach, 20 minutes away. And to just «head over there.» I said, «Sir, again, I was dropped off here. I have no way to get to Grover Beach. They can bring the truck over here, or I can drive that other truck outside to their location.» He yelled at me, «That truck ain’t going nowhere!» Then continued to tell the woman on the phone «Customer just don’t get how it is, sitting here raising hell…» He told me I should have received a phone call the day before. I did not. Nor did I receive an email. He said, «yeah, sometimes that happens.» But he was still treating me as if it were my fault. He made a difficult situation much much worse.
I told him I didn’t appreciate how he was speaking to me, that I had paid movers waiting for me at 3 locations and I was very behind on my day and it was costing me money. He said, «It’ll all get done» dismissively. The woman on the phone found a truck for me down the street. I started my scheduled day 90 minutes behind and that affected no less than 20 people. And it cost me for the hourly movers waiting at each location. And he was very, very rude to me.
Companies are made of people and mistakes will happen. But how those mistakes are handled speak to the quality of the company. This man was the worst possible representation you could want for your company.

Steve was very helpful and informative.
This location is right on/​off from the freeway so great location.
Truck was clean, new, and extremely easy to drive (female college student here).
I recommend doing a round trip, it was a lot easier in my case; almost half the price than dropping the truck off one way.
I would use this U-​haul again.