Took two hours to collect our truck between waiting for the manager at the location to figure out how to sign in and get hold of someone on the phone for U-Haul. Incredibly frustrating experience that added two hours to our move time. We were asked to provide four phone numbers, employment verification and/or a passport by the manager. We were then told none of that was required by U-Haul. When Customer service finally answered after a 20+ minute wait I told the person on the phone we couldn't pick the truck up and he stayed silent for 3 minutes clicking on his computer until i had to ask him if he needs the reservation number which he said yes and that i needed to redownload the app. He was very annoyed i asked to speak to a manger but finally she took over and was able to help. Also, the truck's headlights were dangerous- one was dim/ barely working the other pointing in the air not the road. Overall we never want to deal with U-Haul again.Nick M.
Customer Reviews for Santa Clara Valero
(Distribuidor de U-Haul del vecindario)
Santa Clara, CA 95054
Services at this Location:
- Lun.: cerrado
- Mar.: 12 p. m. - 7 p. m.
- Mié.: cerrado
- Jue. - sáb.: 10 a. m. - 7 p. m.
- Dom.: cerrado
Testimonials From Recent Customers
Los comentarios de los clientes son muy importantes para nosotros. Utilizamos estos comentarios para guiar nuestros esfuerzos y mejorar nuestro servicio. Todo lo que sigue es directo de nuestros clientes, sin ningún tipo de filtro o edición por nuestra parte.
El cliente no dejó un comentario.Ricardo B.
El cliente no dejó un comentario.LUKE T.
El cliente no dejó un comentario.Matthew T.
El cliente no dejó un comentario.William B.
El cliente no dejó un comentario.Titah J.
Someone need to be onsite to handle the transaction. The vehicle was extremely dirty. Not well maintained. No one was on site to inspect the vehicle with me and my camera was not able to capture all the damage and uncleanliness of the truck. Also, if the move is as local move, more miles need to be added. 30 miles is not enough to drive from the pick-up location to the apartment, then to the place I am moving to, the gas station and to the drop off place. All these things need to be accounted for. Where I was moving from, to the new place was about 30 miles, so how can I pick-up the truck and drop it off and get gas all within 30 miles. I was given 24 hours to use the truck, but only 30 miles to drive. That is very unrealistic. Very awful experience for pick-up.Devonia F.
Having to use an online system was horrible. It worked very poorly.Jon E.
El cliente no dejó un comentario.Margaret C.
Horrible experience with this location. Horrible Customer service cost me extra 150 bucks. After renting from uhaul my whole life...I will never again trust to rent from you incompetent morons ever again.Tony L.
I reserved the truck at the Curtner location mainly because I was close for pickup at that location, and my storage was also convenient near that location. One day before pickup of the van, I was told to pick it up at the Laurelwood location. Which I was upset yo do because I had to go all the way to Santa Clara to pickup. That was very inconvenient for me to drive all the way over there when the Curtner location had plenty of trucks for me to pick one up there at this location. I was very upset about that having to go all the way over there.David R.
El cliente no dejó un comentario.Danny D.
It took me 45min to locate the truck and keys. No one seemed to know where each item was, thus I went from place to place (and back) until I finally got done.Matheus S.
El cliente no dejó un comentario.Tommy H.
This location is a gas station that deals in Uhauls on the side.David R.
When I received the truck there was visible damage to the top right portion of the storage box. I asked for paperwork to document the damage but none was available as the owner of the Valero was not there and just the attendant. I had two friends who were helping me move follow the truck to make sure that the damage did not get any worse.Zachary M.
The person who helped us at the Curtner pickup location was so nice and helpful! He made the experience really wonderful. We also had to call customer service twice at different points for clarification/help and both people who answered the phone were incredibly nice and helpful as well. I was so happy with our experience at Uhaul!Rachel C.
El cliente no dejó un comentario.Wendy W.
This is the worst experience ever, I used U-haul before, I liked the experience, but this location and also the App were a disaster. Firstly, this address is a gas station right next to the U-Haul storefront. The location was very confusing because we all thought it should be the U-haul store location, but couldn't find the truck in U-haul parking lot, so had to get in line. After almost 45mins in line, the store staff told us our truck was parked at the gas station because they work with the gas station, and the gas station is its own location, separated from the U-haul store. So we found the truck at the gas station, the gas station staff knew nothing about the U-haul trucks, all they knew was that the trucks park there. So we had to still use the U-haul App for next steps, and it was a lot of troubles to get through the "driver's qualification" step. Finally with the online chat agents' help we got the truck and key, spent over 1 hr already. We used the truck for about 1.5hrs, when we returned the truck the App said we needed to fill up to a full tank of gas, but when we took the truck it was only half tank gas. Luckily we took pictures when we took the truck of the gas level and mileage and can prove it. So we called the U-haul customer service number and explained the situation to an agent. The first agent picked up and said she'd look it up then hanged up. I called again, the second agent said they can't do anything, we need to talk with the gas station staff, at least 1 person is supposed to know the U haul stuff. So we went in the gas station and still no one knew anything about U-haul, but they called the U-haul store next door. The store associate was very nice and he asked for our reservation number, ended the reservation on the call, and told us to just fill up to half tank at the level when we took it. The total of less than 1.5hrs and 30mills usage cost us ~85$, and we spent a whole Saturday on this. Very bad, please improve your location/partner qualification and the App's customer service.jessica J.
It was sort of a hassle arriving and trying to figure out what truck is mine and how to get the key. There were no instructions to get those items. I had to talk to the Gas station attendant, who was able to find me two numbers to call. No answer on several calls for the first number. The second number connected and the person took down my info and told the attendant to hand me the key. Also, no instructions on how to return the truck and key. I have to call the number again and get help from the person to where to drop off the key.Tyson R.
El cliente no dejó un comentario.Caleb R.
This business unfortunately had to deal with this situation. The gentleman was nice and efficient even with the complications....Michael C.
Very useful ans fast First experience with the lock box which was very fast and even faster than getting it from a U haul place Thank you GeorgeGeorges D.
The truck was given to me with less than half a tank of gas, visible by the fuel gauge on the dash. The Uhaul contract clearly indicated 1/2 tank. When I brought this up to the rental clerk, he did not seem to care. He did make sure to suggest that I fill up the truck tank at his service station, where the U-haul office is located.Donald S.
Too much to write. Please call me. 678-772-8332Scott H.
El cliente no dejó un comentario.Brennan C.
El cliente no dejó un comentario.Miriam P.
The gas station attendant was uninformed of the U-Haul contract. He said he knew nothing of the U-Haul parked nearby, and sent me on my way. I went to the nearby U-Haul Storage Center to find answers. They tell me the Valero attendant is indeed supposed to give me the key, and to speak with his manager if he continued to refuse. I eventually sorted this all out, but wasted 20 - 30 minutes. During this time, my movers were also sitting idle. To add onto this poor experience, the same Valero attendant was rude, and was more interested in his phone than his customers. I was only able to make progress in the rental and return when on the phone with his boss. Overall, a terrible experience.Michael P.
Don't like the amount of time it takes to pick up a truck at the pick-up locations that are gas stations. The truck leaked in the upper front edge, and we had to spend time calling friends and getting tarps and extra blankets to make sure our beautiful wooden bar did not get wet on the long drive to Santa Barbara!Dean B.
El cliente no dejó un comentario.Siegfred T.
Staff did not speak English too well and the rep for U-Haul was not on site. Also I returned truck at 10:30am and was charged another $40.00 for an additional day ??? Why is thisKelly F.
El cliente no dejó un comentario.Eric C.
when i called to confirm my reservation he tried to argue that i didn't have a reservation with out asking my name or a reference number. when dropping off the truck they tried get me to fill up the tank past what i received it at. and then wanted me to pay $4 per gallon used. tried to charge me for extra blankets that i did not receive at pick up or use. Non of which was not stated when i picked up the truck..over all not professional at all. also had to bring it back to the pick up location, when i first booked it online to return it to a different and closer location poor communication prior to pick up. would NOT use this location in the future.jeannette M.
Watch out for hidden fees because they don't tell you!Oren C.
The floors on the passenger and drivers side were filthy dirty with what looked like dried concrete. Did not notice this until I reached the move destination.Daryl B.
The person responsible for renting the truck had forgotten that there was they had a truck reserved that day, so he wasn't there. The person at the cash register kept trying to call him, but he didn't answer. I was then told I had to walk over to the UHaul facility and have them transfer the reservation. After I started walking she ran after me, she had finally gotten the guy on the phone. Overall it took more than 30 minutes to rent the truck. Horrible service.Barry P.
El cliente no dejó un comentario.Joel G.
El cliente no dejó un comentario.Christopher B.
El cliente no dejó un comentario.Quocuy N.
Clean the trucks prior to customers using them. Truck bed contained too many bugs to count!!Sergio D.
El cliente no dejó un comentario.Maria L.
El cliente no dejó un comentario.Mikhail P.
Uhaul owner (named Iraj - called Ed) wants to try to find every way to rip the customer off. Usually I had very good experiences with Uhauls I rented before but this truck was very bad condition. To fix: Close this location or change the owner who is also owning a gas station. Is never at work and expects customers to talk to him on the phone. No receipt given,...Seyed Babak G.
Not much. The people were very nice and a pleasure to do business withKAREN B.
Make sure the rental vehicle as oil and water and windshield fluid topped off, and correct tire pressure. And make sure to disclose all the fees.Guy K.
They did not have their act togetherBrianna W.
Completely unacceptable experience for numerous reasons. I've rented Uhaul trucks about 5 times now for moves, so I'm definitely familiar with how easy this process usually is. I'm a big fan of Uhaul, and I still am. I believe this horrible experience has only to do with the Valero Santa Clara rental location. I made an online reservation for a 15' truck about 2 weeks ahead of time, using the Uhaul website. It turns out this is just a gas station, not a real Uhaul location. They own a single 15' truck and rent it. Ironically, there is a huge (and real) Uhaul location next door on the same street. Why Uhaul would approve this gas station as a separate rental entity is confusing to me, because these two locations DO NOT work together in any way. They both made that expressly clear on the day I rented a truck. Here is a list of my horrendous experiences with the Valero Santa Clara gas station "Uhaul" : 1) It took over 2 hours between picking up and returning the truck. First, my reservation was at 10:00 am, and I didn't drive away with it until after 11:00 am (see unacceptable reasons below). Second, upon returning the truck, it took about an hour (again, see unacceptable reasons below). On moving day, no once can afford an unplanned 2 hours of doing nothing just because Uhaul can't figure out how to run their business appropriately. 2) They did not know how to complete paperwork so I could rent the truck in the first place. This is why it took over an hour to pick up the truck, and I mean an hour standing at the Valero gas station "Uhaul." We show up at 10, the time we reserved the truck (see unacceptable behavior and service at this point described below). The gas station attendant pulls out a laptop computer to process our reservation. She cannot find our reservation using this laptop. She makes me write down all of my personal information on a cigarette carton so she can manually enter it again into her laptop computer. Anyone that knows anything about identity theft should be a little concerned at this point, but OK, fine, I just need the truck to get my move completed today. After repeatedly entering my information into her laptop, it continues not to work. So, she hops on her cell phone and calls someone and proceeds to yell at them. Then, she calls someone else, who I presume is associated with Uhaul. She continues to yell at this person, and they again walk through entering all my personal information into the gas station laptop. Then, that doesn't work, so she verbally tells my personal info to the person on the phone who allegedly gets the reservation entered right. (Mind you, we're at a gas station, so this delay is made much longer by frequent interruptions by people wanting to buy gas, cigarettes, energy drinks, etc.). Then, the real kicker, she can't actually process my credit card herself, so I have to read all my credit card information, billing zip code, security code on the back of the card, etcEric S.
El cliente no dejó un comentario.ROBERT G.
El cliente no dejó un comentario.Erik R.
El cliente no dejó un comentario.Steve B.
El cliente no dejó un comentario.Dennis H.
El cliente no dejó un comentario.DARSHAN P.
Completely screwed up the reservation. It took the drop off location 30 min to fix it while I was standing there wasting timeSTEPHEN T.
I am not happy with the service. I reserved 10 feet truck for my move from Santa Clara (95051) to Santa Rosa (95409) online. I chose "Flexible" option of returning truck at same location for $100 with 238 miles and 4 days included. However, I see that after I pick up truck, reservation is changed to 6 hours in city usage and was charged $360. Why is my reservation type changed?Praveen Kumar A.
Nearly brand new trailer and clean as a whistle. However, one tire was @ 20 psi and the other three were at 60 psi (all should have been at 35 per sidewall). Trailer still handled well but I went quite a ways at freeway speeds so I presume I could have had a blowout on the trailer. Should be checked next time prior to renting.KEN L.
I called to confirm my rental the day of pick up and they told me they didn't have any record of my rental. Then when I went there they found the paperwork and attempted to overcharge me by 700+ dollars. The people who run this facility are extremely rude and are crooks.TIM W.
Extraordinario servicio al clienteWilliam L.
El cliente no dejó un comentario.Xiaochen P.
Your customer service people who called me were horrible, the whole rental process sucked as you gave me 3 hours notice that my preferred time and place were not available even when I booked over a month in advance. I will be writing and calling regarding this experience. The people at the site were amazing and is the only reason why I am giving this review, the customer service sucked.DAVID M.
El cliente no dejó un comentario.Josh B.
It was the worst expericence I have had with your company over a dolly. They treat you like it did not matter if you were there as customer or not rudeJonnie A.
El cliente no dejó un comentario.ROSALINDA D.
El cliente no dejó un comentario.ABHISHEK J.
Get some one who knows what they were doing in there, This disabled older man was trying to run a Gas station and rent U-hall vehicles whith Now Help on Sunday, Vehicle was Not Gased, or Cleaned, He did not have the extra equippment, Like 2 Dollys, and Pads in the Back of the Truck and ready? I had to remind him and Load it myself, and Gas it myself. It was the worst experience I have EVER Had Renting something. Pitt a Full?? LOL Very Badrichard S.
Customer service was pleasant and equipment was nice and cleanMARCUS L.
good jobAMIT S.
El cliente no dejó un comentario.Justin S.
El cliente no dejó un comentario.JAIME V.
Process was rushed, hassled about the gas that was clearly right and indicated on the receipt. Again, uhaul experience was terrible.ANDREW P.
Need to speak better English and understand contract. Also UHAUL facility where I had reserved on El Camino Real, gave my information to them without contacting me. This was the second time this year that I have used your service. I will Not use it again. 530-559-0969RHONDA G.
El cliente no dejó un comentario.Jakov P.
I drove 4.7 miles during my rental, and, at the time of return, gas tank indicator showed full tank. The associate demanded from that I fill in half a gallon, and, in response to my request to just charge me for that half a gallon, stated that it would not be just that charge, but also $35 for "labor" of filling that half a gallon, - in effect, forcing me to start the van again, and drive to pump. Then, he went on arguing with me repeatedly and continuously about the estimated mileage driven, each time making mistake in estimation and proclaiming excessive mileage, disregarding my repeated attempts to state the correct estimate. At the end, after several minutes of arguing, he finally agreed with my estimate. As I began filling, he disrupted me causing me to overfill beyond one full gallon. Then, in response to my request that he would write the ending mileage in my copy of the rental paper and initial or sign it, he refused, stating that I could do it myself. I asked for receipt, and he refused again. To my astonishment, when I received a â€œU-Haul Contractâ€ e-mail and reviewed the attached copy of receipt, I discovered an erroneous mileage in excess of 11 miles resulting in overcharge of at least $10.89. I expect not to be charged that excess amount, or, if the charge has already been made, an immediate credit. Overall, the experience of interaction with argumentative, lacking courtesy, and not easy to understand associate, coupled with overcharge (I hope not intentional), has resulted in the highest degree of my dissatisfaction. Besides the immediate action to compensate for the overcharge, I expect to be contacted by a customer service representative to discuss my utmost unpleasant experience. Kind regards.KARHEN M.
I found a bubble in the left rear exterior tire. The rubber has pulled away from the steel belts. The integrity of the tire has been compromised. It cannot be repaired. It needs to be replaced. Phil Orrphil O.
My reservation was for 6 hours beginning at 9am. The truck was not ready and I had to wait until after 11 to get it. At 3pm the location called me and said the truck was due back. I told them that I got it 2 hours late and needed it the whole 6 hours. He said that if that was the case, I should have told them when I took it and to bring it back to avoid more charges. When I took the truck, I was told that they would throw in the dolly for no extra charge becuz of the inconvenience however of course, I was charged the $7. I have tried to use this location before and have run into this disorganization. I will not use this location again and think Uhaul should consider the bad association that it brings to Uhaul's brand name.Ruben A.
Rude/slow customer service Unprofessional staff Will use U-Haul competitor going forwardDaniel R.
After packing my truck, I had returned the unused furniture pads to the location I picked the truck up at. They noted on my account that this happened. Two days after dropping the truck off, I received a bill for "missing pads", even though it was marked in my account that they had been returned. After calling customer support, they tried to tell me I needed to call the location I dropped it off at to work it out with them, which I find unacceptable.ROBERT S.
Find a new location! If this is the only location avail, how about hire people that are not gas attendants. I was angry the an actual uhaul employee was not present. I had to deal with a gas attendant that did not know what he was doing but I could not be angry with him. I asked to speak the the own/manager running the uhaul "office" and the response was he isn't here...I had a reservation, appt, etc and the appropriate personnel couldn't even be present. None of my questions or concerns could not be answered. On top of it all, all my personal information was written on cardboard! I'm going to contact someone there tomorrow b/c my DL, DOB, Credit Card #, Name & Address were on that cardboard. Ghetto!!! Someone needs to contact me regarding this horrible experience...Hanh L.
It was a terrible experience! It took over an hour to pick-up the truck. The individual had no idea what he was doing. And I left w/o knowing where the drop-off location was. I asked that the drop off location have 24 hour service he would make no commitments. I left after an hour of having him trying to figure out how to use the U-Haul screens frustrated as hell. The previous day I tried to use 1-800-Go-UHAUL but the system would not accept keystrokes. I called 3X and got the same results It kept circling through the menu not accepting my input. Finally I called a local branch in Sunnyvale. They assisted me. Next time I'm going to try a competitor before going to U-HAUL.BOB L.
it was very hard to find, because of the name. three trips. THREE TRIPS!!! including back home to pick up my laptop, log on to it, and then run email to find the email confirmation. THREE!!! Once I knew where it was, it was very very easy.JOSEPH Z.
Person I dealt with was "new" she didn't really know what to do. She talked with her boyfriend on a cell phone during the entire transaction. The systems was "down" and they had to take all vital info on a piece of scratch paper including credit card number. Finally as we were about to leave, the manager came to assure me that all was taken care of properly. Unfortunately, I had a terrible accident in the truck. The police believe one of the tire blew, I couldn't control the truck on highway 101 and ended up rolling the truck on it's side into the opposite lanes of traffic. It was a miracle I wasn't hurt, nor did I hit anyone else. A new truck was arranged for me in King City-but that was a trial in itself and the process took about 4 hours.Joan L.
El cliente no dejó un comentario.Fatisha B.
This location charged me double what I expected to pay. There should be a clear indication such as a pop-up on the screen display (NOT just in the standard contract boilerplate) when making a reservation that if the rental is late, there will be additional charges.Robert M.
They were rude. The car outlet was broken, I got lost and ended up driving over 30 extra miles. They didn't seem to care. I spent 25 minutes dropping it off and 30 picking it up. They were not attentive and had no regard for the extra mileage they caused me to use. I will never use Uhaul again.JOSEPH M.
Pathetic Service Very Unprofessional person. Very Very disappointed. Please have someone call me on 213 399 9266.Ankush P.
It took 45min to get in and pick up the truck. I requested 24 blanket but location had only 10 availablePrateek M.
El cliente no dejó un comentario.WILLIAM L.
Satisfied customer, no complaints.MICHAEL G.
El cliente no dejó un comentario.Fuad M.
El cliente no dejó un comentario.chandan S.
El cliente no dejó un comentario.DEBRA S.
El cliente no dejó un comentario.HARVEY W.
El cliente no dejó un comentario.RICHARD M.
Sign-in process seemed overly difficult -- required a special entry code which attendant could not find.. This is a Valero station, so you only have one station attendant who had to stop many times during process to attend gas customers. Ultimately the Uhaul online system would not accept the input. He had to start over, but rather than make me wait he just took my information and re-entered it later -- which was nice. Neighborhood locations are great, but for gas stations, process needs to be streamlined.ALAN G.
El cliente no dejó un comentario.WILLIAM K.
I will never be a customer again!! The van had moldy moving blankets inside. I asked to get a receipt for my return and the guy would not give it to me. He said he had to get his computer and have me wait there until he did. I could not sit around, because I had a flight to catch. This is the first time our company rented a van and the next time will be from another company.TAN T.
Know your reservation and the attending hours before planning your pickup and return.Benjamin T.
At the time I was renting the van, I was not explained to me that I have to fill out 1 gallon per 10 miles. When I return the car I fill out the tank with all most 3 gallons for driving 11 miles. I asked for extra fuel that I paid but station told me to contact U-Haul. I can send additional information. Please contact me on my email. AliALI K.
El cliente no dejó un comentario.VINLY L.
El cliente no dejó un comentario.HUIKANG W.
Very poor service, inexperienced staff, were unable to give me a receipt. this was for a corporate rental need, we will not return.Kam M.