The salesperson who helped me was very professional and helpful. ¡Gracias!
JOHNNY QCustomer Reviews for U-Haul Moving & Storage at San Mateo and Montgomery
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.
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Courteous and professional service
Daniel WI didn't actually speak with anyone since I dropped off my trailer after hours. The location seemed nice.
KEVIN DPut spare tires on trailers, because waiting 5 hours on the side of I - 40 in the heat no AC in our truck with my elderly father who needs oxygen and all of our animals.
SUSAN GThe young lady got me checked in very quickly and efficiently. Sorry, I didn't get her name.
GARY TGreat staff, easy, truck and equipment was ready - everything worked exactly the way its supposed to.
BRUCE SExcelente servicio y atencion de todo el personal que hay atiende .muy attention y rapidos y con todo el interes de servir aun sin extender el idiomatic muchas gracias
DANIEL CKeep up the great work! I've rented with uhaul before, but never had an experience like this. The shop was clean, staff was friendly, instructions were clear, and the return process was impressive. They even moped the truck bed!
EMILY DRented a car trailer if a uhaul truck two weeks in advance. Got there, they wouldn't rent me the car teailer . Wasn't able to move the car . Has caused a larfe problem for me. Never uhaul again.
Kyle MNICE STAFF
Joshua BA shout out to the young woman who initially processed out contract. She was, by far, the most knowledgeable and efficient customer service associate I have dealt with at U-haul. She should be commended and possibly a pay raise.
Tommie BVery professionally run location. Will use again.
RICARDO GHad great service from young lady there, very friendly and helpful
SUSAN EStaff was helpful and knowledgeable. Would rent from this location again.
MICHAEL BI can't think of anything. But I would like to know where and when do your older units go up for sale, or how could a person obtain one?
VANCE PThe pickup and return was fast and easy. Staff was very friendly. A very good experience
FRANK CThe process where we must verify condition of truck at rental pick up via phone app does not work for everybody— we all do not have iPhone or whatever
SAMUEL BIt was so easy to rent and drop off this time.👍💪🏾
ADEL HThis was my second time renting from this location and both times have been quick, easy and stress free. I highly recommend the U-Haul location at San Mateo and Montgomery.
DAVID GStaff was rude and inconsiderate to me. Treated me like I was trash.
Melica b | Overall ExperienceIt was an older truck and had no ramp.
CHERYL AThe service I received at this location was phenomenal. Thank you for all your help!
ISAAC HEstrella and Joshua were excellent along with the return team. The 15ft van was great. I will recommend.
MARK AGetting my hitch receiver installed today was an outstanding experience. Kudos to Josh for the excellent service
Trilce EPerson that helped me was great !
JOSEPH TNothing: Wells was super nice and helpful both upon pick up and drop off.
CATHERINE KSergio was helpful when I needed to extend my truck rental by another day.
TOMMIE BExcellent rental and return process. No hidden cost, and friendly service
HENRY WI reserved a truck for 9:00am when I got there they said they should have one by 10:00am but wasn't really sure
JOSEPH TVery nice visit here.
KYLE Rincompetent!
JENNIFER J¡Gracias!
KIRIN F¡Gracias!
JACOB DUHAUL CORPORATE can make paying hassle free. On one screen you agree to pay one amount. However, one the screen you need to sign to agree on the charges. Shows a different amount. When I questioned it. I was told. That's how the system is. The screen you need to sign agreeing to the charges, shows a $60 change if your paying in cash. Even though you are paying with a credit card. UHaul needs to correct this so that your employees do not have to hear it from confused and upset customers
ALFREDO ZI had a great experience! Would educate the customer on how to hitch/unhitch trailer.
KAREN RIt would be nice if there was a place to wait while the hitch was installed.
Frank LEasy scheduling. On time install. Organized and professional
Vincent HLine at the counter was a bit long but all were pleasant!!
JENEVRA EThis is the 2nd time we've been provided service by this location and boy are we happy we have! This last time, 7/26/24, Josh H. helped us. He greeted us immediately upon entering the lobby, knew his job well, was very friendly, upbeat and has THE best customer service! Josh made it a pleasure to do business with this U-Haul location! I hope Josh is shown the appreciation he deserves from U-Haul. Josh is a keeper!
PAT RThae customer service was great! I will recommend this location to a friend.
WILLIEMAE JEnsure your vehicles have the items they are supposed to. This vehicle needs an alignment. When I mentioned this to the check in clerk I got "they all do". This is a sign that they are not well maintained.
DANAMICHAEL KGreat customer service, very groovy. We were kind of a lot and the folks were great w dealing w us. Very clear directions concise etc. Really would recommend.
RAPTURE GCustomer service at this location was excellent. Very friendly and knowledgeable about the 6x12 trailer I rented. I ended up having to keep it for an extra day due to an emergency... Check in and check out were quick and super easy!. We will be moving in about 5 months and will need 2 of their largest trucks. Will definitely rent from this specific UHaul location at that time.
Rebecca JEveryone was so nice. I would highly recommend y'all.
Martha VNo, same as above.
Hector NCould be more hands on with the rental process
Matthew LAs stated on my google review the experience was really bad. I went to the Eubank location, was informed that all they had was a 26 foot box truck, which is too big for a dump run. I asked to get transferred, the team told me to call the 1800 number. I did this twice with the uhaul employee and was hung up on both times. Finally Eubank said that they will transfer me to the one on Montgomery and San Mateo. I arrive there and I'm stuck with the young employee that can't spell or do anything correctly. She doesn't have my information, they have nothing available. I finally get argumentative after 45 minutes of this, the boss comes over and finds me in ten seconds. I ask for more time with the uhaul equipment and she doesn't put it in correctly. The only reason I needed more time was I knew after taking an hour at uhaul by the time I get to the dump there would be a line. I finally get back and I deal with a different girl who is also just as unprofessional and bad at her job. I waited again for another twenty minutes, I'm waiting for them to do their checks on the vehicle, but there was no one else there waiting. Why did it take so long? Anyways after she helps three or four other customers that shown up after me, I'm standing there and finally another employee asks me if I've been helped. I say I'm waiting on my receipt since they have to check the equipment. He grabs the receipt that was already printed out on this lady's desk area and hands it to me. I asked for a manager at this point it felt like uhaul employees were intentionally being stupid and wasting my time.
DONAHUE CNo one likes to move. But, this was seamless. Everyone was super friendly and helpful. Highly recommend .
Jeff GI like 👍
VANESSA MExcellent service.
Julie MThe young man (I don't recall his name) who help us rent the truck and check out was excellent! He was professional, knowledgeable, courteous, and kind. He gets all 5 stars.
Deborah GThe installation specialist called me prior to my appointment to confirm the parts to be installed. Turned out I needed different parts, and he rescheduled the appointment. I waited on site while the installation was completed, and it was finished much faster than expected. The specialist answered all my questions and made sure I understood how to access/use the new parts. Very happy with my experience!
Dara BAlbuquerque is extremely unsafe and they didn’t close out my reservation when they said they would.
Thomas WTodo muy vueno y muy buen trato
Marcos SThis location is always amazing. Thank you for the good customer service.
ANDREA RFACILITY: ✴️✴️*️⃣*️⃣*️⃣ Facility was clean but only has storage with standard door size entry regardless of how big the unit is making it impractical for anything but boxes. The large unit having a standard door and not a bay door that slides up makes not sense to me. Any large furniture would be damaged if you were even able to get it in at all. I had large artifacts from over seas, some on pallets and would not have been able to get 70% of the items needed into the 10x10 unit. PERSONNEL: ✴️*️⃣*️⃣*️⃣*️⃣ Just horrible customer service from the employee making the calls, but the staff at the front desk at the location were great and helpful -I had no issues with them. MY EXPERIENCE:: We never moved anything into the unit & I had to go out of town the same day I got the storage unit & I did not lock the unit, but instead placed the lock on the handle, so I would not lose the lock while out of town while I decided whether I was going to be able to use the unit at all. Weeks before our payment was due, a Mgr or Customer service rep (Maddy or Mattie) from that location called complaining & threatening to charge various fees for having to remove my lock even though there was nothing in the unit and we had 3+ weeks left before next payment was due, Additionally, when I returned to Albuquerque, I went to remove the lock from the handle and cancel the service, they had placed their own lock on our unit, locking me out of the unit for "failure to make payment". Our payment was not due for another week. If we had items in the storage facility, we would not have been able to access them, effectively stealing our property. On top of all of this, when I returned to Albuquerque, I went to the facility a week before my payment was due and I turned in the access card, informed the front desk that it was empty & I removed my lock, and that I did not want to rent it for the following month. 2 days later I received another call from the same representative that had been previously calling complaining that I still had not removed my lock and I was going to incur fees to remove it.
David H | Overall ExperienceFrom the very beginning, I had great service. Very very helpful in getting the correct size unit. And used it for the amount of time that I needed it. I would still be there, but I have fully moved now. Gracias.
Joy L | Overall ExperienceMaddie and Wells were very helpful and patient getting us situated for storage in a last minute move. At the end of a 1200 mile drive across country in a U-Haul truck we were thankful to arrive and have such great customer service. We ended up needing 2 units and Wells found 2 close together with easy access via freight elevator. Definitely recommend!
Sophia S | First ImpressionsYour rates for storage were a bit high, but other than that it was great.
Jerry E | Overall ExperienceWe could not access our storage until an associate came to unlock the facility, two days in s row. Everyone was very helpful and courteous.
Patricia H | Overall ExperienceAll staff were extremely helpful and kind
Elizabeth D | Overall ExperienceOur storage experience was great. We got a deal for a free storage with a truck rental and it really helped us out for our move! We only needed it for a couple weeks. The one downside was that there were ants in our storage unit.
Cassandra J | Overall ExperienceI would say having a pdf map layout to your unit would help. Everything else was so amazing! It was quick and easy to check in and we loved the carts. Really impressed with this storage facility
Cassandra J | Online Move InEveryone's always been friendly and helpful anytime I need an extension it has never been a problem. Staff is excellent. Every time I call takes a little while to answer the phone but they usually get to me when I thank you all for being there and working with me and I hope to have a place there for a long time. God bless all of you.
dale w | First ImpressionsGreat staff specially, Jesse!! great specially Jessie
ISABEL L | First ImpressionsAbove and beyond helpful in every way! Thank you for making my move less hectic!!
JODIanne L | First ImpressionsThe U-Haul in Socorro was horrible and she even threatened to call the police so I went to Albuquerque.
Jerry E | First Impressionsi want my money back now. not 3-5 business days. you people are theives. do the world a favor and go out of business and be forgotten.
Clayton G | Overall ExperienceThanks for taking care of my stuff. Boyd
BOYD C | Overall ExperienceAwesome customer service
Alvino V | Overall ExperienceTY for being here when I need your help.
janet t | First ImpressionsYou don't pro rate, so even for a few days we have to pay short of month for a full month and don't get the difference back
Ryan s | Overall ExperienceI was in a very tough spot with my moving and storage dilemma and tour staff went above and beyond to help me get the space and truck I needed for a price that did not leave struggling I would like to thank them again from me and my family. Thank you guys
laurent d | First ImpressionsExcellent customer service!
Shirley D | First ImpressionsThe staff was friendly, but unable to find video of theft from my unit. A matris was stollen among other smaller items. How are you not able to find it? Non reversible bolts were placed around door frame after I pointed out screws as possible vulnerability. I talked to randy about the sliding doors that she kept open to the storage. She felt that she would be able to watch. At the end of the day I paid a lot of money for secure storage and things where stollen. Nobody prosecuted. No video. I could not be anymore disappointed.
Rory N | Overall ExperienceI always receive great service here, so I moved my storage space to this facility. Owners and staff are all involved and helpful. Great experiences keep me coming back!
Daniel H | First ImpressionsBest storage experience I've had. Highly recommended!
Jacob W | Overall ExperienceIt hasn't been a week yet but it's been good thus far. I do intend on using a storage here with uhaul even after I get situated in an apartment.
Samantha E | Online Move In"Thomas," the gentleman who helped my sister and I needs to be in management if he isn't already! He was courteous, professional, proficient, and quick! He was a lifesaver for us that day. We thank him for his help!!
LaMario T | First ImpressionsNo problems. Keep up the good work!
KENT M | First ImpressionsWeird stains on some boxes and dirt but that’s expected
Aubrie F | Overall ExperienceThe owner and staff were INCREDIBLE. Highly recommend this location. They made one step of the moving process less stressful. ¡Gracias!
Shelby F | Overall ExperienceThe hours for the storage unit were not convenient. When I tried to go to access my items during storage hours, more often than not, the doors were locked still and the employees where busy, making me wait long. That pushed my day back even more. I had to wait until it was open at 9AM just to wait even longer for them to open the doors. A lot of the times too, workers were parking in the loading areas for the storage units. Then when I was moving my items out, I found out someone was living in the storage unit down the hall and the workers were well aware of it. To top everything off, I went 3 days over my monthly date. I politely asked if I could be refunded for half of the month. The employees said probably not, but check with the manager when they are in. The next day I called the U-Haul number because my work hours don't line up with when the manager would be in. I was informed by a very nice lady (Simone) that many locations allow a grace period and she would check with that location. She checked with them and they said no. I was just looking to meet in the middle with the San Mateo location. Overall it was a horrible experience that negatively impacted my life for many days and I will never recommend anyone to use this facility.
Jordan K | Overall ExperienceThis location has quick service and awesome staff who were helpful.
Carmella K | First ImpressionsI had to cancel the unit. Because the price went up.
Aliza G | Overall ExperienceStaffs couldn't be more helpful the process went smoothly. Glad I chose U-haul.
betty-jane j | First ImpressionsThe location of my storage space was a bit too far from the motion detection for the lights which required me to walk further down the hall in order to get the lights on to see inside the unit. Other than that minor lighting issue the facility and employees were all wonderful.
Ryan A | Overall ExperienceThe Manager was RUDE... This was the worst service ever.. I wont be using Uhaul Storage there Again..
Felicia S | Overall ExperienceHelpful and friendly staff.
Steven U | Overall ExperienceVery kind people who work there
Alan G | Overall ExperienceJust happy with all that they offered.
THOMAS R | Overall ExperienceMy husband were so grateful for each and every customer service representative/ employee that helped us. We had a horrible, unprofessional experience with the Rio Rancho staff and were Beyond impressed with the knowledge, Efficiency and professional manner in which the San Mateo branch provided us with, We only needed our unit for a month and a few days and rented a truck. We both work and have busy lives and they made every interactions so quick, and easy. THANK YOU!!! I HIGHLY RECOMMEND them. Great job, We appreciate you, Annette and Tony
annette g | Overall ExperienceEveryone was amazingly helpful! Thank you!
Sharon H | First Impressionsthank you for taking care of my stuff
Kitaka K | Overall ExperienceVery nice. Thanks for the help.
Robert P | First ImpressionsI didn't get a storage unit because it was none of those things. The people were rude and I will never use uhaul again. Period
Richard B | Overall ExperienceI truly felt my belongings were in a safe environment.
Leonard S | Overall ExperienceWhen making reservations I was told I would get a lower level storage and when I got there I was told it was on second level and none were available on first floor. That they were all reserved. Even though I made reservations. I also registered online but when I got to the store I had to register again.
Rosa P | First ImpressionsThe employee manager brings kids to work, are extremely unprofessional and unhelpful. I'll never work with U-Haul again or recommend it to anyone. It's dirty and homeless people loitering in the lot.
angelika m | Overall ExperienceWe encountered a couple of hiccups during our time there. First, the clerk who checked us in was unable to program an access control card so instead had us pick a pin code. Not a big issue until 6 weeks into the rental period when we were confronted by a female employee who we had not encountered before who admonished us for failing to swipe the card reader or use the pin code.. Once the situation was explained she provided an access card. The second glitch came when 2 weeks into the rental period we were surprised to find we were locked and tagged out of the space due to an unapproved padlock that was against their policy. Again, I explained that at check in I told the clerk I had my own lock that secured the rented Uhaul trailer during the trip out. At no time did she ask to see my lock or explain about their padlock policy. A policy approved lock was provided and our space was freed up for use. Finally, big time kudos to Andrea R. She is a most professional, competent and friendly individual. She should be considered an asset to your company. Give that girl a raise! Overall, we were very happy with the facility and our experiences there. I would not hesitate to use them again or recommend them to others. Nice job people.
MICHAELLEONARD M | Overall ExperienceGood people to deal with
CHARLES K | Overall ExperienceFacility is very nice and has many things for sale that all U-Haul locations do not. Staff were very friendly. Only thing is I wish there would have been more information provided about the storage facilities as I have never used u-haul before. The door to the loading/unloading does not work unless you ask an employee to unlock it, and the afterhours entrance is on the side of the building and we did not find it until searching for quite some time. When we called the number for help for after hours no one answered, and the page buttons on the entry box no one ever answered.
Thuy S | First ImpressionsI needed climate-controlled storage, and they were right on it. Staff were great. Freight elevator difficult to use/open and close doors. BUT: they were almost twice as much as similar storage in Arizona, and eventually I had to squeeze my artwork into spare corners of my home instead of the $140 a month I was paying.
Gwen E | Overall ExperienceUpon our arrival the ladies manning the counter were friendly and helpful in determining the proper size unit needed to store our stuff. The explanation of the storage unit rental and access was detailed and easy to understand. We were shown the courtesy carts to off-load our items and offered us water during our time there. All had a very positive, accommodating attitude and a pretty good sense of humor. Keep up the good work.
MICHAELLEONARD M | First ImpressionsIt would have been Excellent but the storage I reserve was not available at all I was pretty upset about it. But Alizè and Josh were extremely helpful and made up for that with their great service!!! Kudos to them and excellent customer service they provided.
JOHN G | First ImpressionsMy only complaint was the lights usually were not working in the section where my unit was. Staff very friendly and helpful. Also generous terms for the rental; many storage facilities require 10 or 20 days' notice but I only had to vacate before rent was due.
LAUREN E | Overall ExperienceTake care! :)
Aubrie F | First ImpressionsZero issues. Staff was extremely friendly & willing to help. Made my move into ABQ so easy. Thanks guys. :)
KiAndra B | Overall ExperienceEveryone at this location were wonderful!
ryan s | Overall ExperienceHorrible experience that could have been resolved with clear signage, attentive employees, and a general care of the service you provide. We were charged for an item we never received despite contesting the payment online, had a nightmare getting in after hours (zero after hours support despite providing a number), and an absolute rude checkout experience. I'm genuinely sad we chose this location for our storage and hope that maybe they were just experiencing a bad day or maybe this was a breakdown due to the pandemic / lack of qualified staff. Would absolutely not recommend your location.
Brianna B | Online Move InTHE BEST ! ! !
Bobby L | First ImpressionsCouldn't access my possessions for 2 days due to doors not opening. Called GM multiple times and never got a call back or answer. Would not recommend,
Hailee J | Online Move Inthank you
Laura W | Overall ExperienceAs a customer I got a key card to access my unit. Worthless. Every time I arrived, my card wouldn't work. Worse, the access panel would say welcome! You have access! Then I would wave my arms at the motion sensor door like an idiot. It wouldn't open. I had to go stand in line at the front desk. Finally someone would be available: "Oh, sorry, we have to unlock the building." What?!? Why isn't it already unlocked? Maybe this was just one day, they forgot. No. EVERY SINGLE TIME. If you're "sorry", FIX IT. STOP MAKING THE SAME MISTAKE EVERY DAY. Unlock the building so your customers can actually use their access cards!!! Never coming back. Absolutely never. Thanks and goodbye.
Paul C | Overall ExperienceThe gentleman that assisted me secured my reservation in a 5x7 unit. He also helped me when my lick was too small, he offers me one another customer left behind. That was so above and beyond!!!! He provided me with scissors to cut the cording that was holding down my roof storage unit! He was so very helpful and generous.
Denise P | First ImpressionsOn at least three occasions my payment was screwed up with no apology. I recently called to update my credit card for auto-pay, the associate over the phone indicated the computer system was a little delayed but the change would updated once the computer system was up and running. Fortunately, two months after not receiving the confirmation I was told I would be receiving, I decided to call to see if the payment was ever processed. The first call, I was informed that everything went through and my payment had been processed successfully. My most recent inquiry, I was told my CC had been declined. When I asked what CC was on file,the associate informed me that if a CC is declined, that information is deleted. The associate made it seem like I was at fault. My question: How do I know it wasn't a data entry error committed by Uhaul personnel? Because, I supplied that same CC information during the original call which been successfully processed on 2nd call. When I asked these questions, the associate (Patricia) was steadfast that is was my fault. The frustration in her voice was very apparent when she rudely announced, Well, I don't know what happened before but your card was declined! I did inform her that this was the same card I had used previously when I was told it was processed successfully. Now I'm being told something completely different. Rude Patricia said well I can send you the confirmation to your email. Please do, but I am still confused about what happened. Her rude response: Well, you can speak to the manager. I replied, that would be great. Well, I'll have him call you. And then she abrutly hangs up the phone. I have yet received that call from the manager or the email confirmation for the most recent payment. Based upon the history, I would be surprised if I get call in the future stating my account is in the arrears or worst yet, my belongings were auction due to non-payment.
Derwin M | First ImpressionsGreat job getting us a storage before we needed it thank you Uhaul
Joseph S | First ImpressionsThe customer service at this facility was excellent. The entire team was cordial and professional. I was greeted by name and the facility was always immaculate
Anthony F | Overall ExperienceJason and the crew at this Uhaul were exceptional. Very flexible and accommodating as I make a move from Atlanta to Phoenix. They helped with the big and the small. Great customer service.
Anthony F | First ImpressionsEveryone was nice, helpful, kind, courteous, great group. Gracias.
Paula B | First ImpressionsI saw online with my rental 1 month free storage but no way to do that online. I called and was told it had to be done in person. When I arrived I was then told the free month was only for one way trips. This wasn't explained online or when I called. So misleading. Then when I checked the vehicle out I was told "The gas tank is full, please return it that way or be charged $3+ per gallon needed". I put 19.5 miles on the truck, and it took 4.8 gallons. When I told them that would be 4 miles to the gallon (I showed them pictures of the gas pump totals) I was told it gets 10 miles to the gallon, so that's double what it should have been. The attendant then told me "Well I can't reimburse you", so I asked that it be taken off he total, which they refused. I argued with him for a while about it, and then told him to just charge it so I could leave. He walked away and I stood there for about another 5 minutes before I noticed he was cleaning the truck. I walked over and asked if we were finished and he said "Oh, yeah, we were finished earlier". Was he gonna just let me stand there all day because he was mad about me arguing about the gas costs??!! Talk about deception and crap customer service!! I'll never rent from your location again (and maybe not even Uhaul in general) with that kind of BS happening. Rude, unprofessional and the "deals" are misleading at best, and scams at worst.
ANDREW B | First ImpressionsI was a little confused about moving in based on the information in the email. Maybe I didn't read it correctly. Anyways, the girl in the office gave me a map of the facility and marked my storage unit. She was very helpful.
Kayla K | Online Move In