Customer Reviews for Pure Water
(U-Haul Neighborhood Dealer)

Rating:

5.0

The owner really helped and answered all my questions

Rating:

5.0

I left my glasses in the rental truck overnight; the manager held and kept my glasses safely at her desk. I will do business from this place again as they have gained my trust.

Rating:

1.0

Don’t secretly charge insurance that customer never agreed to include. Keep a correct gas level record.

Rating:

1.0

When returned the truck to Clear Water store, I asked the manager "shall I fill up the tank now?" She said "No, our guy will take care of that". Later, I found out the store Clear Water charged me 23 GL of gas, for 172 miles distance driven, plus $30 fuel service fee. When I confronted the store manager next day for the fraudulent charge and showed her the pictures of fuel gauge and mileage driven, she said she would refund the extra charge. But I didn't trust her anymore. I ended up taking the truck to nearby gas station and filled up the tank for $41. I demand refund of 100% fuel charge and service charge and never trust this location again. An angry customer. -Wen

Rating:

5.0

The web is not easy to use. Can not return online.

Rating:

3.0

Site was convenient but hours of operation not. Used drop box which apparently led to some confusion as to whether the truck was dropped off or not.

Rating:

4.0

The whole experience worked out well.

Rating:

1.0

The staff are extremely unprofessional and rude.

Rating:

3.0

I had a bad experience for verification. Even though I was verified two weeks ago, I was asked to reverify. I gave them 2 contacts, they asked one more. I wanted to use my lease, it only gave me photo option (not upload). I can’t understand how such a big company fails to do this simple thing.

Rating:

1.0

I regret making this reservation! Originally I made a reservation online at The Alamedan location for an after hours pickup and even called during business hours to confirm my reservation and the lady I spoke to said everything will be ready. When I got there and logged in my phone, following the directions, it told me that my reservation was not available and I had to call customer support. They told me they had no idea why it wasn’t ready and that the closest location was this store almost in Cupertino and they didn’t even have the furniture and appliance dolly that I needed with my reservation. My night was ruined and I wasn’t able to pick up all the items I needed because of the inconvenience they made. They have one star for being a 24hrs pickup but I’ll never be using uhaul again.

Rating:

3.0

Overcharge me $50

Rating:

1.0

The van was very dirty and have some stuff in the cargo

Rating:

1.0

this location was advertised as 24/7 pick up. I reserved a 8am pick up; I got there to receive my truck and I logged into and checked into the website. Then I was told to come back at 10am to receive the keys! That is 2hrs after my initial reservation! This location is extremally unorganized. My truck was parked under a fruit tree and the windshield was dirty/sticky from the fruit. Very unsatisfied with my experience.

Rating:

2.0

The app is horrendous, it crashes several times. Also, i wa supposed to pick up with my phone only, I had to wait for someone to turn up before I could get the keys and they were 15 mins late and didn’t even apologise to the line of people waiting.

Rating:

3.0

Customer service and app was terrible. Wait time to answer my call was too long and it got disconnected as well. Uhaul app was not user friendly. Need to improve.

Rating:

3.0

It was a holiday when we dropped the Uhaul and we have to use the drop off box.

Rating:

3.0

The location was closed when I went to pick up the truck while I selected counter pick up.

Rating:

4.0

I booked a 15" truck from this location and chose the 24/7 online pickup option for 9am. However, I was not able to pickup the truck using this method and had to wait until Pure Water opened at 10am to get the truck keys. However, once opened I got good service. They let me keep the truck a little longer to account for the time I had lost getting the keys.

Rating:

4.0

Customer Executive was ok but the back door opener is not working properly. There is some issue with back door.

Rating:

1.0

This was the worst customer service I’ve ever experienced.

Rating:

1.0

I missed first callback from U-haul. After that everything messed up. Web checkin take over 1 hour.

Rating:

1.0

The overall transaction was ultimately fine, but I had a very difficult and confusing check-in process. The confirmation paperwork never mentioned anything about the additional $20 fee I was charged. Also, when I checked in at the store, the guy had no idea what I was talking about and called someone else, then handed me his mobile phone to talk to a woman who then hung up on me. Ultimately, I went to wait outside by the van, and the first guy brought me the key. What I didn't realize until later was that he signed a confirmation and the rental contract on my behalf. I only discovered this later when I received about 10 emails w/ the supposedly signed contract and saw a signature that was not my own. This is not a good business practice, and is actually fraudulent. I never agreed to the additional charges or the estimate, and I was very dismayed that my credit card was charged w/o my actual confirmation or approval or signature. I had to submit a dispute with UHaul on the charges and also put a stop on my credit card. Despite their convenient location, I will not be using this location again due to their questionable business practices.

Rating:

2.0

It took almost 90 minutes to process our already arranged reservation / to the dismay of other customers who were waiting after us

Rating:

3.0

It's a random parking lot next to a mall. The drop off instructions were unclear and there were no personnel to help me. After I parked my truck where I thought I should following the instructions (next to another Uhaul van), I was approached by a man who claimed to be a Uhaul employee but didn't wear any uniform or badges. This man told be to park on the other side of the building. Overall, my experience dropping off was frustrating and a waste of time.

Rating:

5.0

Grace was super helpful

Rating:

5.0

These guys are amazing !! service was so quick n tidy..

Rating:

5.0

Very positive and responsive. Highly recommend this location for hassle free truck rentals for your move out.

Rating:

1.0

Need a better understanding of what to do when dropping off. I ran late because the employee didn’t have anything helpful to say other than I need to check in and finish the drop off online. Didn’t say how to do it or offer any other advice. He simply turned to his “real business” customers and helped them. I nearly missed my flight because of the time spent figuring it out. In the future I would suggest informing the customer ahead of time or sending out another email.

Rating:

2.0

The person there was busy and of minimal help as the self checkin was not working (we arrived about 90 minutes later than planned). Worse, while truck was clean outside, when we opened the unit at home, it was fllthy (awful smelly and had feces on the floor and mud or animal poop on the door...) ...my WORST RENTAL EXPERIENCE EVER...

Rating:

1.0

I made a reservation 3 days in advance so that I could just grab and go. My reservation was at 1pm -- I got there at 12:45pm and didn't leave until 1:30pm. Apparently the store didn't have the equipment to process payment, so what was supposed to be a quick & pleasant experience turned into slow & painful. It was an old couple who ran the store. Husband was very polite and did his best to assist. The wife, understandably, was flustered because another family walked in before me trying to get a same day reservation. It appears they did not have the equipment to process UHaul payments, so she was on the phone with help desk trying to get this family through. I didn't want to wait long because I had to get moved out & in by 5pm today with multiple trips, so I tried to look for another reservation. The wife was rude about the whole thing, never apologized once about the wait. She snapped that she was going to help me in 5 minutes and then she put me on the phone with a gentleman who was able to assist me with getting my payment processed. The gentleman was way more apologetic & even comped my utility & furniture dollies for me. When it was all done the wife brought me to the back to give me my utility & furniture dollies. It turned out there wasn't a furniture dolly, so I took the utility dolly only. My partner was already upset & remarked that I better not get charged for the furniture dolly, so I responded, "It's okay, the guy on the phone took it off for me because this reservation was taking long." To which the wife responds rudely, "If he took the dollies off, then you don't need to take them and put it back." I was fuming by then because she clearly does not understand service recovery, let alone customer service. I explained that the dollies were taken off my bill because this reservation took way too long. She looked upset that she lost out on $20 something dollars but let me have the dolly anyway. When I returned the van, there was another young man taking care of everything. I told him the experience & he was apologetic about it. I believe the wife is Grace John -- they had a sign for her Venmo with her photo on it. I get that they're short staffed, but there is no need to be so rude. In addition, if you're going to be a UHaul dealer, make sure you actually have the equipment needed to process payments instead of promising on the website that payments can be made at the counter. So unpleasant overall.

Rating:

1.0

1. The pickup experience was very very bad! I scheduled for self pickup. But no key was outside and the system asked me to meet a representative when it was during the lunch break. I had to wait until the representative showed up. Then he told me there wasn’t any of my information for the uhaul pickup from his end and he could do nothing about it while I had my full confirmation email and reservation number in my account. I had to call the uhaul number several times until it was picked up. I had to wait there and let them confirm my reservation on both ends which took more than one hour to finally get the van and be super late for my appointment! 2. The gas gauge was lagging and I put a lot more gas without being refunded a cent! I was expecting to fill to 1/2 of the gas. However, after I put in gas for a long time and checked the gauge, it only increased a little bit. In the end, I had to put more gas but finally the gauge just jumped to almost full gas. When I returned the van, there wasn’t any refund and they just took it for granted. I guess there would be charges if not refilling enough but somehow they don’t refund if overfill! I spent $170 for a quick move including everything and the gas and wasted 1.5 hours on this trip! Very bad experience!

Rating:

3.0

The instructions are not clear, but Grace is very nice. She said one thing, but did not happen afterward. This was first time for me, I learned U haul.

Rating:

2.0

It took over an hour and we didn’t get the right size truck