Comentarios de los clientes para U-Haul Moving & Storage at Candlestick

Most everything where's my recent experience at U-Haul went as expected with the exception of one thing. I rented a 10 foot box truck and the check engine light was on. This truck had a gauge which showed whether I was economizing fuel properly or not. Of course because the check engine light was on I know something was wrong with the truck and the gauge clearly was reading and I was not getting the proper amount of miles per gallon because the truck what is not tuned up and running well. I only drove 34 miles but I guarantee you that it costed me more and gas than a well running truck would have and should have. This is the first time that I've ever experienced anything like this and it's just something that hopefully will be better next time. Believe It or Not U-Haul is the easiest place for renting a truck and really the only place that I know of. I think I'm going to stay using U-Haul when I need to. Also I understand it's a great place to work for you young people so think about it.

No improvements necessary really. The people that work there are nice and professional at the same time. It did get busy though and it was understaffed at the counter making for a long wait.

The staffing levels were low and that slowed down the rental checkout. But, the staff that helped me were very friendly and helpful.

The employees where all rude except one employee who I believe was named Spencer. He was very nice and helpful and answered all my questions and helped park the Uhaul truck and auto transporter.

gas was not right

Keep up the good work.

They charged my credit card for $1500.00 in mileage when we drove the truck LESS THAN 10 MILES. I called to dispute and no one seems to be able to help me. STAY AWAY FROM THIS LOCATION!!! SO POORLY ORGANIZED.

The gentleman Frank that help was so nice and helpful. This was my first time at this location and I'll definitely be coming back again.

Provide better customer service.

More employees! Service was still excellent. Jonaton and Don Thompson provided excellent service to my wife and I.

When picking up the rental track, employees have to be more skill to promote a better understanding of the needs of the customers. I experienced some rudeness form one staff when asked to get my rental track she replied " I'm busy cleaning tracks and I can't see you, I cannot be checking who is in the white fence and I answered her but the customer service agent sent me to wait at he white fence". She wasn't being polite nor providing the best customer service she should.

When you promise a truck at a specific time and date, deliver your promise. Don't tell your customers they need to wait 24 hours before they can get their moving van when it was reserved for a specific day. Terrible service, and the employee speaking to us was extremely rude.

Everything was perfect and easy. Thank u !

Asked for a 3 day reservation but the employee gave me 3 days + 1 hour so I ended up paying for 4 days without realizing it. Would have been nice for the employee to let me know.

This is a complaint about the Bryant St location in San Francisco. I showed up with a guaranteed reservation for a one-way truck at 6pm. The store manager (Gene) told me that he gave the truck to someone else at 3pm. That screwed up all my moving plans. He told me to drive to Tahoe (3 hours from SF) to pick up another truck, or take an in-town truck to SoCal and drive back (12 hours round trip). Neither option was appealing. I have a complaint about U-Haul in general. In 2020, there's a lot of demand for one-way trucks, especially leaving San Francisco. You should re-purpose your in-town trucks to meet this demand, instead of being so inflexible about in-town versus one-way.

Get the online check in working better (got my truck an hour later than expected) My truck was also low on gas, making me run even later.

I would like either three counters open when there are more than five people in line. Or a counter for reservations and walk ups because the wait time is too long. You make tons of money from the rental and mileage and insurance and renting the same truck twice daily and people who accidently put extra gas in the tank while trying to fill it back up where the gage was when it was rented. So to show you respect the customer things should move really fast because that's what the customer wants. Finally one agent is always helping another agent while helping a customer at the same time that makes the wait time even longer. However this is what you do and how you do it. It systemic so I doubt if you will change and I will see the same thing next time as I have seen over the last few years so in a way what's the point of the review. I will say your nothing like you were 20 years ago as Crack Addicts use to sleep in your horrible kept trucks on Valencia near Market.

This was the worst experience I've ever had hands down and you better believe this won't be the only place I'm reaching out about it. every review channel every phone number you have... expect to hear from me. After being told my the van company that we could only have the van till 5 even tho we rented it for the day because "other people needed it" our movers were then 2 hours late (booked by UHaul) and when we got to your "facility" we are told the unit size we reserved not only isn't available but doesn't exist. at which point the dude who was "helping us" called over Wendy who obviously couldn't care less about what was happening even though I had 2 movers waiting that had already completely unloaded our van and STILL she wanted to make us go to the Bryant location to get a Ubox from them instead. The most mismanaged badly run facility i've ever seen. While i was there i heard 2 other people have meltdowns because you guys ruined their reservations and took payment for services you could not provide. whoever the GM is, expect to be hearing from me. I had to pay my movers an extra $120 to stay another hour since this dumpster fire of a situation took up an hour of the time they were supposed to be moving my stuff into the unit. On top of this nightmare the one locker available was at the top of a pully ladder stacked ontop of another unit. AND IT'S $40+ MORE THAN WHAT I RESERVED ONLINE. I expect this price match to be met after this hellfire saga. I have to say the mismanagement of this location is a joke. Your employees are working class people that don't deserve the abuse they get from their customers because of how badly your management runs this location. FIRE HIM.

Pick up servicewoman was rude and swearing at another employee for being late. The transmission of the truck was messed up. The left driver side mirror was broken and there was no option for me to add that to the pre-departure app. When I called know one answered. I called twice and still nothing.

You don't get good service or instruction. I personally never got the dolly's I paid for and it took almost an hour and a half to get my van. On top of that, they counted the time it took to get the van towards my 4 hours, so I only had about 2 and a half hours to move my stuff and return the van.

My cashier was very knowledgeable and nice.

Staff was very very helpful and friendly.

Online reservation was a disaster. Had to get in line; reps at the yard were not helpful.

1) I checked in online for faster service, but still had to wait in line. -I wasn't instructed to wait at the tent for someone to bring the truck to me. I had to ask someone outside where I could find the truck, then they told me to wait at the tent. -No one was at the tent. Had to go back inside to tell them there was no one at the tent. Finally someone came running out to help. -The truck didn't have a ramp! So I had to lift the dresser to get it inside. Horrible! -By the time I checked in online to the moment I got into the truck, it was about 45 minutes later. I'm glad they didn't charge by the hour, but it's a process which could have been reduced if there was more staff and clarity for the customer. It's very confusing process and wish it could have been smoother. Spent a long time trying to find people to help. The location seemed to be low staffed and it was busy with customers.

Good service. Thanks for all the help.

Customer service in these times are very important. We understand the frustrations of employees but that should not deter them to the ethics of the business one Company is involved in. You do not own the customers. You operate in the area to serve public and make yourself money. Regardless of it being a mom and pap store or any corporate business for that matter. Customer is the where you get your money from , period. If you are not there some other company with potential will replace. So it is imperative that customers are given the utmost respect for their time and business . Spending time to get back and forth to get the correct truck was a hassle because the key issued belonged to the vehicle which was not in the contract. I could have driven off and denied the charges because of the contract. My time was very important when I went to get the vehicle but ended up losing what I intended to accomplish. .

The clerk at the desk should explain in detail the procedures of the process when receiving and returning U-Haul . Also extra equipment lot help move furniture.

Employees all “still in training”. Employees rude and unprofessional. Manager unavailable. Equipment not cleaned. Excessive wait times due to employees lack of attention. Inconsistent policies with main call center representatives. Hidden fees and charges not disclosed.

Poor customer service. Very unorganized.

Good

wait longer to get it and a gas tank was not accurate...

Some of the prices were confusing. I requested to borrow a couple of items, which I thought I was going to pay for but they were actually included. I was also confused about the "fill up" pricing - if I filled up to over a quarter tank, the fuel charge would go down, or something like that. I feel I paid less than I was expecting, which i can't complain about. But pricing transparency would be very an area of improvement.

I was told several days before I was scheduled to pick up my truck the size I wanted wasn't available at that, or any nearby, location. When I arrived to pick up the smaller second choice truck I pointed out to the counter clerk there were two in the parking lot the size I wanted & requested. She said they were not available. When I arrived back at the S.F. location to drop off my truck the two 26' trucks were still there in the same space they were 9 hours earlier. When I pointed that out to the counter clerk she had no comment. Because I had to use a smaller truck I wasn't able to take everything I needed to move thus I must rent another truck. This time it won't be from U-haul.

The whole process from the online rental to the return was very efficient.

Wonderful service, easy to work with

Iput extra gas in truck,when I returned it, brought it back early,manager would not reimburse me,they don't care about the customer .they just take your money.he wasnot friendly or pleasant.they don't care about the customer.lwould not go there again

The van wasn't that clean to begin with but I said it was clean so the porters wouldn't get in trouble but when I returned it they charged me $25 to clean.....oh well, i learned a lesson and next time I'll just take pics of interior as well, I just drove it 5 miles to pick up supplies and didn't even dirty it up......too bad for me

Staff is not helpful and rude.

Please remember to give me my moving blankets. I forgot to check and assumed they were inside the U-Haul. It would have been better for my furniture to have protective blankets. Thank you. We also waited a long time to get the trailer attached but the guy was nice. We never got the picture taken but we didn't mind.

The staff here are always slow. There's never anyone in the return area to go over final cost of your rental with you so you have to hope that someone shows up and doesn't overcharge you for time since there's no way for them to know when the truck was returned. In fact, my most recent rental was not logged in the system at all and I was called at 8am the next day and asked why I didn't return the truck. When in actuality I returned the truck 2 hours after I rented it. I will no longer be using this location. Others have much better customer service and staff.

Great experience at this uhaul location, very quick straight forward process on both pick up and drop off, well managed.

Service was friendly and effective.

All staff had great customer service thank u

My service has always be great from Bayshore UHAUL. All I can think of: Keep doing what has been in place. The clerks at the reservation point: Outstanding. The outside team: Outstanding.

Sarah was rude & unprofessional!

I called ahead to get information about the pickup's towing options like trailer electric hookups and no one could answer my question. I did a chat with uhaul.com and was told the pickups only have 4pin hook ups so I bought an adapter that I didn't need because the truck actually had both a 4 & 7 pin hook up.

We had a 9:30 reservation for a 15 foot truck. We were told morning of that it would not be ready until noon. We arrived around 11:50am and were told it wouldn't be ready until 12:30pm. We didn't actually get the truck until well after 1pm and it was a 10 foot truck rather than 15 foot. We did receive a $50 credit but still, I will do anything I can to not spend my money with this company again.

I was charged for several days I didn't have the van I rented and management is yet to get back to me about correcting the mistake.

Tour employees are personable,and proffessional,great work ethics,accommodating ,Thanks for a great experience much much appreciated .

Charged me $30 and $25 dollars of gas. Only used the equipment for two hours $157 total. Not acceptable

The only Bad i had was the truck seat was low"if was smal or short it would become not SAFE" I'm a Longshoreman for 21yrs. I would put a Red flag on it.

Even though I did all the pre check in stuff online it still took 30mins to get paper work done.

I drove less than 6 miles total during rental and I filled up gas before I turned in the truck. The guy told me to leave the truck at check in and they will take care that later (they were chatting on the side). Guess what, on my way home, I got charged extra $68 bucks for fill up service and gas, that's ridiculous! Less than 2 hours of rental ended up costing me over $110. Just because my phone ran out of data and couldn't submit photos, it doesn't mean uhaul can rip me off like that. Still waiting for the refund of the extra charges!

This site always messes up our reservations. We have an ongoing every two weeks rental and every morning we are there to pick up our vehicle they tell us it is at another location. We have tried to app check in for ebb and flo but even that is such a pain. U-haul needs to honor that once a customer makes a reservation at a certain location they need to ensure the customer is going to get their vehicle and STOP OVERBOOK reservations.

Ordering a truck online is not much better than just going in person. It took me over a hour to get my truck with my online reservation. The App told me that I was all set. When I got to the yard to pickup my truck, they gave me a number for a truck that reserved for a One-Way trip so I had to go inside and wait to be helped with a whole line of people. There were not enough people outside to handle all the reservations. I also got doubled billed on my debit card which I am still trying to resolve. So I had a less than satisfactory experience. I think the App needs a little tweeking to get it right.

It wasn't a bad experience, but the charges were a lot more than what I was told it would be, which is kind of disappointing. I only drove 20 miles, but that with $20 base cost somehow made it up to $75. Not renting again from this location.

My pickup was 1 hour late as the truck had not been returned by previous renter since previous evening. Staff only cared to call the previous renter twice only when I was in the store to pick up. This cost me 1 hour. Equipment was clean but yellow engine warning light came on on day 2 of my 3-day move. Calling roadside assistance and having a mechanic check out the truck in Kingman, AZ cost me 2 hours to get the maintenance issue resolved.

Explain “rental periods” and why I was charged for two.

Customer service was great. It's too bad that there weren't more employees available in the yard as the inside person working the counter had to come outside to move a truck so I could get mine out. Unfortunately I have moved a couple of hours away from San Francisco and won't be using the service on Bayshore. I have used them a couple of times and the experience has been first rate. Thanks Uhaul

Although not really clean an inviting being in an industrial area it was clearly the u haul facility. Personal directed me which way to drive and where to return trailer and personal removed the trailer and checked me out. I did not need to do anything besides say all went well and thank you.

D person who's releasing or parking d truck or van there's time we can't him so need to talk with him stay on his area where he assigned .

When it came to locating the rental truck we were told the truck was out there in the lot. We couldn't find it. We were told to look for a truck with Arizona plates. Well most of the trucks had Arizona plates. It took us about an hour to find the truck. Which was by the entrance gate. It would have been so helpful if the staff could help and told us exactly where the truck was. Or bring the truck to the front row. Then no time is wasted.

Don't tell a customer that you won't charge for gas since very little was used and then charge. Horrible Integrity.

Vamos

After a number of years in storage, I was so pleased to find my items exactly as I'd stored them, without even any accumulated dust, let alone any signs of vermin or insects. I'd like to recognize Sarah at the front desk and Dave in facilities, for their willingness to assist me and their professional, positive attitude. I am completely satisfied with my U-Haul Storage experience.

the staff they nice & helpfull

Debbie and the team were so, so helpful getting me set up with a storage space at the last minute. Moving is extremely stressful, so it was especially refreshing to work with such a great staff. Hours and access are all good.

All the employees I encountered were helpful, friendly, efficient! I worked with Drew and Wendy. It's my experience with them that would make me want to recommend UHaul storage to a friend or family member. Thank you!

Every employee I encountered (besides one who tried to be helpful) was extremely negligent and had a terrible attitude. I’ve never had a worse moving experience with logistics this unnecessarily complicated.

Best storage facility in the Bay Area.

Elevators out of order. Rodent eating my furniture. No supervision of other customers, not even a guideline, so once I came upon a man clipping his toenails in the aisle. Another time, a customer took every single cart and the staff would do nothing about it. One of my cards never worked, and one of the latches was so warped it took 15 minutes to be locked.

Need more handcarts, only 1 tiny one available and storage was not busy

I waited for a very long time for the sole staff available (20 min). I had rented an 8x8x8 storage. She had to unlock the storage first, yet she chose to take care of the next client. After waiting for an additional 10 min, we proceeded to my storage unit. I discovered that a quarter of the unit was occupied by a very large column (2.5 x 3). She mentioned she knew about it and almost insinuated that I should have known; she insisted that it was an 8x8x8. The unit was useless to me as I needed to place 2 large items (a couch and an erg machine). She refused to upgrade me. She refused to help out finding an alternate facility. I eventually had to drive close to 30 miles away to be able to store my items. A terrible experience unlike the one at the Oakland Coliseum's. I will never rent from the Bayshore location ever again.

Awesome staff

Nice

The facility, like most of the vehicles, is old and looks like it will fall apart at any moment. The app and website are counterintuitive. The patient frontline employees are really the only saving grace. I pity them.

Long line and understaffed, person that helped me was great, but he definitely seemed swamped and a little over his head.

Always great service. That's why I am a return customer after 2 decades.

The storage was fine but the truck wasnt I almost killed a man on Friday July 10 with the UHaul truck the brakes were messed up please have your mechanics check the brakes Thank God I didnt hit that man.

The hours of operation kinda sucked since I work early in the morning and get off after seven so I could on go maybe one day per week if I didn’t have any other obligations

It’s a terrible facility run by rude and unprofessional people. The employees were always slow and inefficient. There are way to homeless and unstable people lurking around and loitering, so much so that I never felt safe. I moved to another facility nearby and am paying nearly double in order to not have to deal with your facility and employees anymore.

Nothing at this time.

Never had a moments trouble with the staff or the facility. Would place my belongings with them again.

The facility has a mold problem causing damage to personal items. For years rodent dropping were an issue. 90% of the time there were no carts available.

Staff slow, bordering lazy, not very courteous, not really helpful. That’s for the Saturday afternoon staff. The Sunday morning staff was better.

Very professional

Customer service was mediocre at best

You are the best! Amazing people taking care of me!😀👍

Very helpful and kind staff great experience.

The only reason I didn't rate excellent was the LONG lines. You need more than 2 people on a Saturday!! However the 2 people that were there were excellent.

Helpful Staff.

Staff were professional & personable- truly a delight 2 see employees wanting 2 make a difference in da customer experience. Yet the 10’ rental truck was in a bad shape - lucky had short ride 😀

There are frequently people standing in the driveway to enter the property. It seems dangerous to allow people to stand in an active driveway

Me atendieron muy bien y con amabilidad

You have a great manager there she's awesome.

It was nice having free storage at the end of our move. We can go through our stuff dnd decide what to keep or not.

All the workers were extra professional and helpful. I like how they dealt with the Burning man event renters. U Haul has come a long way in hiring professional acting employees in my experience.

Great facility

I have no comment everything was as excellent

This location is extremely understaffed. It took an hour and a half to get to a representative; the line was 8 people deep and only two reps on duty. Horrible experience.

I was with you for 10 years-a free month or discounted month would have been nice, but overall i have no complaints.

Will never go there again. Horrible service, lied to on phone, bugs in unit 6022, paid for dolly that I did not get, forced to buy one of their locks (not my own). Would comment more if I had space

Professional & friendly staff

Mandy/mj our agent was excellent as were all agents.

the employees were excellent and had great relational skills. I felt very comfortable

The place very secured

The representative did an amazing job.

No comment

Didn't realize there was not a ceiling in the units, air condition quality poor and did see roach in hall

Took a while to get a unit - confusion on sizes Was told a 4x7x8 - reserved it and it couldn’t even fit a mattress in there. Pricing also changed numerous times from initial $84 to $94 to $149

Very happy with the service and help the gave me moving my belongings. Excelente customer service and very professional

person helpig me was super helpful, tried to find a unit that matched reservation (1st floor, 4x8x8); nothing. The units on site don't even exist in this facility. Bad practice, like bait-n-switch

The in store representative was very helpful.

I had no issues with the service.

Everything was very efficient and convenient. Especially liked the U-Haul community item donation area on the ground floor.

Just fast and accurate. No time wasted an efficient, courteous, specific, and friendly at all times. Easy Luke Sunday morning.

Mngr never returned my calls & messages regarding prorating last month’s rent as I didn’t need unit for entire month. Rented unit for over a year and they still charged me for lost card. Unfriendly

The staff was always very helpful and easy to work with and very accommodating I had a very good experience with U-Haul and I will recommend it to everyone

Nice people and clean equipment

Everything went smoothly.

Excellent service!

Our attendant, Gene Carr, went above and beyond to make sure we had a storage unit that best-fit our needs. Thank you!

None

Thank you. I appreciate you.

Sarah was amazing. She helped me find the right storage unit and was very courteous. Thank you again!

Overall great. A couple of small negatives were that the local support was not well versed with Ubox, but the on phone staff were very helpful. Also, there was a screw up with credit card billing.

I had to reach out multiple times to get my things delivered. Each time they said they would call back within 30 mins but didn't at all. Poor service all around and hidden fees. Bait and switch.

Great place to store your things!

Very friendly staff. Quick and easy sign up for rentals and storage units. Thanks!

My uhaul Upod driver was outstanding. Suzy was so helpful and easily contacted. I really appreciate her help and assistance. You are lucky to have an employee like her!

Just a big thanks & hug

Everything I’d want in a storage facility.

The person that helping us is helping others at the same time that makes our transaction last 30 mins just for buying a box😱. The service is too slow, not focus. Thanks

Very professional

The employees come off as all they care about is clocking-in & clocking-out. Nothing about real customer service. After today, I will show my displeasure by taking my $ and exiting right. ✌🏽

Both elevators need maintness.

I thought the customer service and even interaction with staff for the most recent rental was solid and im gratefull and appreciatefull of that.

Everyone at U-haul made this experience simply amazing. From check-in to checkout this was effortless on my part because of the expertise of this crew. Michael,Geno just to name a couple are amazing

The customer service was excellent!

very good facilities excellent service and great friendliness.

SATISFIED CUSTOMER

The candlestick location was heavily understaffed. 2 ppl doing the job of 4-5. UHAUL: Stop abusing your loyal staff and get your (corporate) act together!!

I have already talked to your business office I had to throw away most of my possessions because my storage unit was infested with roaches and rats I have taken videos and pictures as proof.

Great staff!!

Lorraine was very professional and knowledgeable. She is definitely a credit to your organization.

I never used Uhaul of Candlestick. I returned this box on August 10th. Get your records straight!

It took 1 hour to go up stairs and come back. Elevator is a big problem. Everytime I use, I had to wait half an hour. I will not use it again.

My unit was broken into and it took a month for a response from the manager, only after several voicemails, email and social media posts. When the manager did respond she did not include an apology.

The cashier was very nice, she switched to a bigger storage for us.

Excellent

The ladies at the counter when I had to cancel my storage request at 8am were extremely friendly and helpful! The woman who assisted was very accommodating and I felt both welcomed and valued.

The candlestick storage facility was clean, safe, and convenient. Staff was friendly and helpful.

Troy knows how to make sure customers are well taken care of and makes things happen. We wouldn’t had been able to get our storage with out his help and great customer service. Keep it up!

Courtesy and helpfulness were inconsistent.

Great customer service. Everything just as expected.

everyone was really friendly & helpful. had a great experience during a challenging day (moving!). :)

My experience here was extremely unpleasant. The employees were very rude and unproffesional. Especially Sarah. Sarah accused me of leaving items in the reuse and recycle area and yelled at my gf.

The average rating is because of the elevator, it should be stressed personally to all customers CLOSE ELEVATOR DOORS, that makes for a very long and costly day where you don't can't finish moving.

This facility has the worst customer service. The staff are not friendly or welcoming. They’re slow and not considerate of time. I will NEVER recommend U-Haul to anyone and I will NOT be returning!

Helpful customer service

Maile was amazing!!!

Great staff, Always there to assist you. Prices are unbeatable and unmatchable. Always full inventory, clean bathrooms and parking available. GM Roderick Jones is on top of it.

We have rented from Uhaul for over 20 years now and have always been pleased with every rental. However, this facility on Bayshore has by far been the best experience on all levels!! Aways Uhaul ;)

The staff are well trained professionals. I do appreciate their service. Thank you.

the staff are slow, inconsiderate and not helpful. In addition they don't seem to know what's going on.

Was told on phone we wouldn't be charged another day for bringing truck back couple hours late. That was false. Also told falsely at desk that pro rating was available. Cost me unnecessary month/day$

Very helpful staff!!

Happy with Uhaul 🙏👍

I had my pod delivered to my home so did not go to / experience the facility. Everything was great overall. Thank you.

A pipe burst and did some water damage at one point. I didn't think the staff handled it very well. They should have just come right out and said "a pipe burst and we're sorry".

the facility was clean and the outside staff were friendly. but there are not trashcans anywhere.

Excellent experience

My storage unit was broken into and things were taken. And the workers seemed like they didn’t want to help me out and we’re just not friendly