Comentarios de los clientes para U-Haul Moving & Storage of Redwood City

The person that helped me was personable and very helpful. However, the truck I rented was grubby. Further the I discovered that the hood would not latch and I could not risk taking it on the freeway. This took more time but was quicker than going through an exchange process.

Your employees have been trained at Nordstrom's customer service. They are OUTSTANDING.. polite , efficient, and good problem solvers. You need more of them so the wait time is not as long. Thank you for providing such a great service to the community!!!!

There were 2 problems w truck. The cell phone chargers were not working. And there was condensation on my belongings when I arrived at my location.

Easy to rent and employees are helpful. The rental trucks are not clean on inside when I rent them. I always bring something to clean the steering wheels and doors and handles.

Had to clean all the glass , no gas in tank, light on dash #40 mils. to go.

When giving a quote, give a full quote. Don't say it'll be $35 and then charge $55 with an undisclosed $20 "after hours service fee" when I arrive just as agreed on.

The instructions were great, and staff was friendly. The unit was clean enough, but we did have to pick up dinner trash and hammer down a few staples that were dangerously sticking out. The most important part was that our unit did not measure 8' by 6' which was absolutely surprising. It was 7.5' by 5.25' which made a huge difference for us. We packed up an 8x6 area at home to figure it out, and when we showed up, the unit was noticeably smaller than advertised! Why can't you just list the true interior dimensions of your units??

Make sure you know how to use the U-Haul app before you leave with the equipment.

Everything was great

Easiest drop-off I've ever done.

Over charge! Scam on your prices and how your system works for customers!!

I had trouble backing the pickup truck out of the parking place on my way out because a big van was parked in the return lane.

Keep on trucking, Thank you for the rental.

Great experience, super friendly staff every time I worked with someone, would do again!

The app is not working well for me. Although it allowed me to make a reservation, I could not pull up the reservation in the app, so there's no way to modify it or do after hours check out/in. Also, it would be great if the app or even the website allowed users to request an extension to an existing reservation. Currently it seems like the only way to do this is by calling the branch, which is difficult when they're busy. Thanks

Truck had less than a quarter tank of gas. Paperwork was wrong. I returned it with 3/4 tank. They had one person working. I had to get my own blankets. I paid $250 for having the truck for 8 hours. And was charged a cleaning fee! Truck was dirty when I picked it up! Horrible experience!

The Store Manager was good; Nicholas

The customer service was unprofessional when I dropped off my u haul truck Took about 35-40 minutes The young lady seemed Irritated when I asked for a receipt

Have the truck cleaner next time. Other than that the staff was helpful even though they were busy.

I ordered truck for 8:30 and got a truck at 4pm. Uhaul representative told me that they will contact to me asap when truck will be ready, they didnt do it i vame by myself and took a truck. Also truck had half of gas tank i thought its should be like this brcause it was my first experience, and in the end when i was doing self return uhaul charged me 45$ for gas, wtf?! Will not recommend to anyone tho.

Super complicated coordinating. I didn't get the right truck and ended up having to strain our backs more. My dad got surgery on his spine too, so the fact we had to put unnecessary strain on his spine really just made me not like the U-haul experience.

My initial reservation at Burlingame was not prepared even though i was guaranteed a van. Call center redirected my reservation to this address. Wasted 1 hour for this ordeal and also ended up paying more due to this location being farther away, and I was charged per additional miles.

Very busy location. Woefully understaffed. Jailin is an exceptionally proficient employee keeping her cool despite the enormous workload. I hope she's being paid a living wage. If not, shame on U-Haul. Will likely use the Belmont location in the future due to the excessive check-out and check-in time involved in Redwood City.

Very good and efficient customer service experience and friendly people.

The staff at this location didn't care about the customer whatsoever. They were short with me, barely paid attention to me when I spoke and continuously gave me inconsistent information. Someone on the phone told me I could reserve a day in advance and pick up the next morning, which someone else later told me was incorrect. When I arrived to pick up the trailer I had concerns about the size and when I tried to ask the staff for suggestions on what to do they shrugged and said “if you want to book a bigger trailer you need to call 1-800-GO-UHAUL”. I would later find out my car couldn't have even towed a larger trailer from someone on the phone, something that would've saved me a lot of time if the staff at that location would've notified me of then. Instead I spent hours on the phone with my sisters and other reliable people asking what they thought I should do while the uhaul people apathetically watched without offering any advice. Lastly, and probably worst, the safety chains they hooked up BROKE and was trailing on the ground while I was driving on the freeway. Luckily someone in a truck notified me of it, but I had to pull over and when I called roadside assistance they barely cared either. They offered to send someone, something I told them I didn't feel comfortable with waiting on as a single woman alone in the dark in the middle of nowhere. They sent me a video on how to fix the chains (the video was not helpful). I ended up having to ask a truck driver at a gas station to help me fix the chains. All in all my experience was terrible and it really felt like the uhaul staff did not care about their customers.

Your check out process after hours is suspect and very non user friendly. It does easily create a check process and the instructions are not complete and consistent throughout

The U Haul employees working on Friday Oct 16 evening at 6pm were absolutely superb! They were Daniel and his nephew, I forger his name, but he drives a banging red camaro. Both of them helped me immensely in solidifying a trailer rental and installing the light connection. They could have easily said, sorry, come tomorrow, which was justified considering it was the end of the day, but they didn't. They took care of my family and got us on the road and they were great customer service representatives. Keep them on staff and give them a bonus, because I'm only gong to use UHaul from now on. I'm sold!

I was worried about the Virus C-19, you made sure everything was VERY CLEAN. Thank you very much. And you as always help me to get another homeless person off the street. Thank you again.

No truck was available despite having a confirmed reservation. Had to wait 40mn and travel an extra hour and a half to a different location to get a truck. Extremely unhappy with the pickup experience.

Every single person who works at this location is fantastic. We've now rented either U-boxes or a rental truck here the last month and have had frequent (5) interactions with this crew. Every single time folks treated us beyond expectations; kind, friendly, professional, and incredibly helpful. I have never seen such great professionalism in a rental truck company crew - kudos to them.

Quick, easy and efficient web site to order. The pick up was smooth and the drop off easy. Very happy customer.

Kevin working hard as new manager. Eddie multi tasking as well

Didn't get the receptionists name, but she was unnecessarily rude. All of the information on the reservation was correct but our computer somehow auto-filled the area where it asked for our phone number and instead of having our employees cell phone number, it got auto-filled to our office landline....a simple honest mistake that required no more than 15 seconds to change. The receptionist then said: " Next time you need to provide accurate information or else I am going to put in the notes that you guys don't put correct information and you will not be able to rent from here again." We found this statement to be unnecessary and unprofessional. Our company has never had a problem here before until today. Additionally, the phone was never answered when we called twice and were on the line for over 15 min. The vehicle wasn't cleaned too well either, inside and outside. Other than that, the man that was outside who was moving the u-hauls was extremely friendly and helpful. Not sure if our company will continue with this location for the future. Any questions feel free to contact me 650-268-9928 ext. 303 or email me at gflores@controlfire.biz

Thank you all for continuing to do an amazing job and provide the best/ friendliest service =)

I was charged an extra$65 without my authorization. I was originally told 416 total miles, but the contract was modified without again, my authorization. Poor communication regarding the unexpected charges. When I called, they repeatedly tell me they would call me back, but no call back as of yet. If you're able to, please assist on clarifying and correcting what has occurred. Other than contract and lack of fee disclosures, the experience was good.

Quick and easy pick up for a trailer.

Impressive to see how hard the females work there

Great service

$45 for driving 25 miles for gas was excessive. I did appreciate the pre-boarding of online reservations and that was great.

Great service and helpful attendant, thank you!

The van was filthy. They had many vans that where clean.I was told they would wash it for me but it would take some time to get to me. Then when I returned the van no one would check me in.I tried to check in on line but kept getting an error message.There was only one person working when I returned van. He would not check me in. Said to leave keys on the drivers seat. I told him that I wanted to leave keys with him and he refused to accept and said that leaving the keys on the seat was how it was always done. Against my better judgement I did as I was told.I drove by 3 hours later and noticed the van was not where I parked it. I had not been sent a final bill so I called and found that the van had not been checked in.I was told that once checked in I would get my bill within a few minutes.I finally received my final bill 48 hours after I dropped off. This was a very stressful experience. The whole process was very unprofessional.

Excellent customer service...Eddie was outstanding multi tasking and still very helpful...give the man a raise

I don't see anything that will make it improve. I got there and greeted by awesome people at the front desk and help me right away. within 10 minutes I was out with my the motorcycle trailer that I reserve. Overall I was very happy even when I return it was very quick in and out peace of cake! Awesome! crew.

made it so easy with electronic transaction awesome job

I had a remakably poor experience. My reservation was not held and when I arrive at the pickup site I was not provide with the correct vehicle. I incured significant costs because of this error. The vehicle that I ended up with had a metal chair inside. I called in and waited over an hour to register my complaint. I was told that I would be contatacted, but haven't heard anything.

Setup a self help key retrieval system (similar to after hours key return) once all U-Haul app requirements completed. Waiting in line just to receive keys was time consuming.

The representative at the store had a flippant attitude in response to our questions. We had reserved a 15' truck and a car tow. We instead got a 10' truck without a car tow since the car tow was located an unreasonable distance from our pickup location. I was disappointed that U Haul was unwilling to do anything to help us with the situation they left us in. We are now forced to make an extra journey which represents >$200 cost in order to retrieve goods that we were forced to leave behind. These costs include 1200 miles of driving, gas, lodging, and more.

The staff was very helpful and friendly.

stop charging fees that arent right and ignoring your customers when trying to get in touch to speak about it.

Great service and equipment

For customers who choose to do a mobile reservation, make it VERY clear that they will need to have a valid passport or current lease agreement in addition to their driver's license in order to take possession of a vehicle through U-Haul's website. This was not obvious to me and since I didn't have these extra documents, I was asked to give the phone number of someone not on my driver profile who they could call if I didn't return the vehicle on time. But it did not tell me that they would contact that person right then and that if they didn't answer, I wouldn't be able to rent the vehicle through your website on my phone. I ended up having to go into the U-Haul store to talk to the representative behind the desk in order to finally get the vehicle I had reserved. The agent I spoke to the in the chat was of little help. This mostly nullified the whole point of using a mobile checkout of the vehicle and was very frustrating.

All good. Busy place.

Positive comment: Staff was very efficient and friendly.

Good facility but the rates are extremely high

Hey there. Please give me a call when you get a moment. My rep Jailin was doing her best but she was ill, sneezing (yipes with Covid), and exhausted when she helped me this afternoon. I was promised an 8x8 unit and rolled in with a moving van and auto transporter, 1 way reservation. I had to get the car off myself, outside the lot because it was so hectic and understaffed inside the gates. And in the end... (cue the sad muzak), the storage unit I was promised was double booked. I drove for 2 days, had follow up calls confirming the unit was available just to find out I couldn't store my stuff at this location once I arrived. I'm going to use the remaining days of the use of the moving van but am very nervous about what comes after that. Please, if you would, call me so we can discuss my plan B for where to store my belongings if I run out of time. P.S. I know covid has wreaked havoc on communication and software systems and therefore not everyone has the best and latest information, but it had a severe negative effect on me during a major move in my life. Let's please work something out ASAP.

NEVER SIGNED UP AND GOT SOME RANDOM INSTRUCTIONS___MAYBE FRAUD IN YOUR SYSTEM

Staff is excellent. Very polite and considerate and helpful. If I ever need a storage again I will probably come back to this storage facility. Thank you for your outstanding customer service and friendly staff.

friendly and effieient

Expereince was about as expected. We had our unit for 10+ years and the facility upgraded significantly during this time. The price increases were a bit daunting every year.

The truck rental amount that I was quoted was different amount when I arrived to pick up the truck. Nothing I could do but to pay the higher rental rate.

Great experience

Check -in was easy, and the staff was very friendly and helpful. I had contacted several other storage facilities in the area, and the customer service was terrible, so I was very happy to find UHaul.

I will recommend UHAUL to friends and family!

The staff are/were very friendly & helpful.The building is clean & the truck was also clean & ran great.

The workers stayed behind when I had to go slightly over closing time, to make sure I got everything out. Great service!

Very Well Done.

Staff was very helpful and friendly.

No comment!

very grateful to the general manager and staff for helping make our move from CA to TX very smooth

The staffs were unfriendly, service are worse and the feedback system never fixed. Unfortunate.

Awesome service.I recommend U-haul to everyone.

What I expected.

I was wonder why they hold me $10.93 and still not refund after 4 days. I got a reminder call from them when my boxes arrived. I haven’t been to there since moving helpers picked boxes for me.

Lines were long when I returned my trailer. Employees were not able to handle my situation when my Ubox did not get delivered on time, so they gave me the business card of someone to call. Poor.

I had called in and explained my needs. The unit they reserved for me did not even come close, and they had no units that could work. As a result, I lost hundreds of dollars worth of furniture.

My experience was wonderful

It helped that they recognized the need to correct their mistake in reserving the wrong unit. It was handled professionally and promptly.

Rates are reasonable and the package(Uhaul box) was delivered on time without any damage. I also went with third party moving help provided through uhaul website. Overall good.

The staff at RC facility are amazing. They handle so many people's needs very efficiently + a very friendly manner. Transferring stuff < a U-box > to a smaller unit was tough but doable w their help

Stellar customer service. General manager should get a raise, and emplyee Daniel, should become assistant manager.

I was informed that my storage was compromised and valuable content sold without my consent; no effort was made to contact me via phone. I expect you to restore the content if I were to pay any fee.

MovingHelp sent someone over trying to scam me. I know that's not UHaul's fault, but that makes me do not want to us UHaul ever again.

yea

The Redwood City U-Haul staff had minimal training on their own software. It took multiple phone calls to get basic information about my UBox, and I was transferred over and over without explanation.

In general, very satisfied with the care taken to my belongings. However, communications between storage facilities and customers should be streamlined (I was called many times).

everything worked as expected. got help for moving so didn't see the facility.

Unit was easy to access w/ personal card. Website stated that the facility had 24-hour access, but is only open when the front desk is open. Unit roofing was loose, but tricky to access.

The dropoff spot in Redwood City was severely understaffed on Saturday. There was a long line at the desk and only three highly-stressed employees on duty. More staff would have benefitted everyone.

Thank you.

Great location. Stellar service. The General manager and staff, seem to run a tight ship; always helpful and willing to go the extra mile. I will surely recommend to other's here in Woodside area.

The other problem with this location is the long wait. They seem under staff. The u-box is a great service but it would so much better if the U-bix were ready in advance of my pick up and didn’t wai

Staff we're very helpful and friendly, but location suffered long waits due to shortage of staff.

Our Ubox did not arrive at the Uhaul destination .The General Manager in Redwood city Nicholas was very accomadating, he took care of our box, truck and dolly. We recommend Uhaul thanks to Nicholas!

-They hold on to rent checks too long before depositing them -I was called and told that since I moved out on the beginning of the month they'd destroy my payment, but it cleared, now I await a refund

my U-box was guarantee delivery on June 28th, but when the mover helper was there to pick up. They said they have no ideal where is my u-boxes....

The office help is really what makes this u-haul great. True customer service experts!

When we loaded our SUV to store the items, they said they could not find the storage I reserved more than a month ago. They would not help us load our items back nor find another location. Worst place

The only drawback is you can hear rats or mice in the storage units somewhere .

Straight up lied to about the unit we were getting. Very limited access hours, and place was always packed making it very difficult to get in and out to access the things in storage.

The whole staff, especially Nick, were great very honest and "human". They put forth the effort to accomplish fast and efficient service. Five stars!