Customer Reviews for Brake Stop San Marcos
(U-Haul Neighborhood Dealer)

Rating:

5.0

The customer service is excellent.

Rating:

5.0

The staff and owner were very accommodating. Shout out to George for his customer service and understanding for folks who may not know things. Hooked up and unhooked trailer. Very satisfied. Thank you

Rating:

3.0

Take time to educate and review the truck. One of the attendants was helpful. The other one was poor.

Rating:

4.0

Brake Stop did their part just fine. I have zero complaints about their service. The truck worked and did the job and the man who I dealt with there in person knew what he was doing. U-Haul itself was a really stressful company to deal with.They called me repeatedly to try and change the deal and pickup times and confuse me about what vehicle I would have. This added a lot of completely unnecessary stress, making me wonder if when I showed up I would even have a truck at all.

Rating:

3.0

Truck was not clean on the inside (sticky drink spilled in cup holders, Bobby pin/s, candy wrappers etc in door space holders) anyways When I mentioned it they said they do not clean the trucks. I was in a hurry just took The truck.

Rating:

5.0

Great location

Rating:

3.0

Add locks and standing jacks to the trailers so they are easier to use and store safely overnight.

Rating:

4.0

Make sure the drop off places are open until 4pm Or if that business is still. Working with u- haul

Rating:

5.0

The amazing service provided by this location should be the gold standard for the entire UHAUL corporation, if not for all service companies in America. If all companies' quality performance was 10% of what this location does, they would be the most profitable ever due to EVERYONE wanting to do business with them!! If the CEO doesn't recognize this group of people as the VERY best possible, you will be missing out on your most valuable asset: the staff who raises the quality bar above and beyond all expectations! Kudos to Brake-Stop!!

Rating:

5.0

Excellent customer service- very friendly and personable staff. Highly recommend this location!

Rating:

5.0

I'm really satisfied with the customer service and equipment. I rent from the U-Haul at brake stop in San Marcos California. I definitely want to recommend this spot to everyone who is in need of a rental from U-Haul trucks trailers and more. They have it all! special thanks to George for his customer service and his hard work .

Rating:

5.0

Highly Recommended and Friendly

Rating:

3.0

I was charged an additional day because I was a half hour late due to a storm with Flood Warmings in the city) Carlsbad, CA. 2/1/24), and the road to the location was totally flooded out. I went in to the office to see if all well and the owner literally acted as if I was only to be charged for the one day, smiled, said thank you, while he was sticking an additional charge on my card. I later found out this. Totally horrible business for our community. Shame on this business for taking advantage of this weather issue. I will not use this location again if it was half off.

Rating:

4.0

I had a great experience. Thanks guys.

Rating:

5.0

Very polite staff

Rating:

5.0

No

Rating:

3.0

When I checked out online i selected no additional coverage but then it was added on again when I checked out at the location without me being asked if I wanted it or being given or shown an itemized list of charges. When I looked at my receipt that was later sent by a link I noticed the additional charge but it was too late. It felt like I’d been scammed out of the $15. If renting from this location again I would be careful to check everything thoroughly before leaving the property.

Rating:

5.0

The staff they're amazing super friendly. Specially George very helpful gentleman in a blue suit. I didn't catch his name but he was very nice. Help me unhitch Troy trailer right away. Best experience I ever had with the U-Haul company.

Rating:

5.0

Very friendly, efficient, and honest.

Rating:

5.0

George at Brake Stop was amazing! Best customer service I've had in a long time anywhere.

Rating:

5.0

I turned the truck in on a day they were not opened. It was a simple process.

Rating:

2.0

The truck was dirty and the windows had hard water spots making it difficult/unsafe to drive at night.

Rating:

5.0

I was 45 minutes late for returning it. They could have charged me for another day but didn't. Guys were great and helpful 👍

Rating:

5.0

The guy at Brake Stop was awesome. Such a kind fellow

Rating:

5.0

George was incredible and went above and beyond to contact us and ensure the truck was available to us at the time we required

Rating:

1.0

Every time I rent from them they over charge me . Once it was the gas, luckily I took pics when I picked up and dropped off. I rent again and they charged me an extra day! So make sure you take pics and check your receipts if you rent a uhaul from the Brake Stop in San Marcos

Rating:

5.0

Easy pick up and check in.

Rating:

5.0

I’ve used multiple Uhaul locations and the customer service at this location was by far the best!

Rating:

5.0

Great service, fast and efficient.

Rating:

1.0

Check in is quick ! I request the guy not to charge the insurance he’s I have my insurance, he added with out our knowledge and charge 15 $ extra ! As I ask him why ! He told it automatically added

Rating:

5.0

Great truck, had excellent breaks and received it with full gas tank. Also very fuel efficient. The team was good patient and took care of our transaction in a timely manner. Thanks a lot.

Rating:

5.0

Very good customer service

Rating:

5.0

Great experience…I’d recommend them to everyone

Rating:

5.0

The uhaul app didn't work well (nothing to do with this uhaul service provider). Otherwise, an excellent experience.

Rating:

5.0

This location was not open when I dropped off the truck after hours, but they called me in the AM since we didn’t not leave the keys in the drop box (instead left the truck how I picked it up with keys in the bed). I received a call the next morning inquiring about this, and the gentleman that called was beyond friendly!

Rating:

4.0

Awesome assistance! Went out of his way to help us!!

Rating:

1.0

I rented a truck and a trailer. Tried to drop off the trailer due to parking issues and was turned away. Had to park the trailer on a street near an apartment complex. When I tried to pick up the trailer it was blocked by another parked car. The manager called me that night and apologized for turning me away and said I could bring it back, but I couldn’t because it was now blocked. He said they just weren’t expecting me until the 9th day and didn’t have room. The staff member who turned me away was rude and unhelpful. He told me it wasn’t possible to separate the truck from the trailer. I told him I was worried about leaving it on the street and he basically said that was my problem. The whole experience was difficult.

Rating:

2.0

4-day trailer rental. Appears to be the owner who is arrogant and short tempered. Not customer friendly, not appreciative of the business. I'll definitely go elsewhere next time.

Rating:

5.0

It was a great experience and I'll do it again. I made the reservation with your app the night before. The gentleman expected me, greeted me by name, was courteous and knowledgeable. Set me up quickly and the trailer worked out great. Every aspect of my UHaul rental was excellent. Thank you.

Rating:

3.0

Was not a usual Uhaul facility. But staff were very helpful.

Rating:

5.0

everyone is always so great at this location!

Rating:

5.0

Everything was wonderful truck was perfect and people were very nice and courteous it was a pleasure will definitely rent again

Rating:

5.0

Customer service is great.George was is very knowledgeable and helpful. Easy access and great location.

Rating:

5.0

Customer representative was kinda rude. Then he said the card on file wouldn't be charged but it was.

Rating:

5.0

Gentleman met us on the property. He was very friendly. He took the trailer of the truck and we were on our way. Very good experience.

Rating:

1.0

Drop off location was changed without my approval to a location 20+ miles away from where I live and in opposite direction of where I needed to go that day. Because of this, I was promised a ONE DAY CREDIT back to my credit card by the scheduler, which I have not yet received. Person at drop off was extremely rude and unhelpful.

Rating:

3.0

The online booking process was horrible. I booked a 4x8 cargo trailer. Got a phone call a day later saying they were not available. Lady on phone changed size and changed dates incorrectly. Went to pickup location on the reservation and they had no knowledge of my reservation. Luckily the location had extras and was able to rent me the larger 5x8.

Rating:

5.0

George was very kind, polite and super friendly, and most helpful! He is a star!

Rating:

2.0

I picked up a 15' UHAUL truck and was checked-in within a reasonable amount of time (10 min). After checking in and signing the paperwork, the worker drove the truck from the back lot up to the front check in. He reminded me to fill the gas back up upon return. I agreed and took a picture of the mileage and the gas level for my records. On returning the truck, the employee reviewed, notated the mileage and said I was good to go and that the updated receipt will be coming based on the actual mileage used compared to the estimation I submitted when initially renting the truck. After reviewing the final receipt, I was charged an additional surcharge fee for 3 GAL of gas at $6.25/GAL!! I already paid the $60 to fill it back to the same exact amount I received it. I called Brake Stop (the UHAUL pickup location) to get this fixed and was told there was nothing he can do and if I want it corrected I would have to call the 800 number and submit pictures in hopes to get it refunded. He said "Sorry, it wasn't me, but people make mistakes". Must be nice to accept my business and my money, but when you or one of your employees mess up it's up to ME to find the error, then jump through hoops calling corporate to submit a claim. Correction... it's up to YOUR employee to do their job correctly and ideally deliver a good customer experience since you are representing UHUAL. But hey, people make mistakes, so no worries... I don't normally fill out poor reviews, but also what happened to people (businesses) owning their mistakes and fixing them? Just sucks, man. Do better next time I guess. I'll be going to a different pickup location next time.

Rating:

5.0

No problems. I believe "George" was the guy who helped me and he was great.

Rating:

3.0

You force us to use your 'app' to finish the return process. Your 'app' would not load my location and I wasted 20 minutes trying to get it to work. FIX YOUR APP. I will not be back for at least a year and then will try again. Peter Joyce

Rating:

5.0

George helped us with our U-Haul Rental as a Neighborhood U-Haul dealer located at Brake Stop. George was great! Very friendly and helped up promptly. He made renting the trailer we needed seamless and a great experience. Thank you George!

Rating:

5.0

Please resend bill. Thank you.

Rating:

5.0

So so good

Rating:

5.0

George was extremely helpful with all our changes :) Much appreciated!

Rating:

5.0

Your company did not honor my drop off location and tried to reroute me to a location that was 25 minutes away. I was told I would be charged if I did not return it to the location that I had reserved over a week ago. I had to ask for a supervisor to reroute me back to my desired drop off location. Very disappointing experience and terrible customer service. Your reservation system failed to satisfy me and it’s terrible.