Comentarios del cliente para U-Haul of Hayward

No complaints

Great customer service. Just the trailer I used has a dent on the wheel well that shaved down the tire. I feel it's unsafe and needs to be addressed.

Good experience

Staff was not friendly, reluctant to perform job

Considering the virus situation, they were helpful and strictly business. A little uneasy about people too close or not waiting outside. The van we rented was clean except the mat in the back had Sheetrock chalk all over it. Was told to set the key down and leave when we returned it.

Jesus Castillo did a phenomenal job helping me trouble shoot my vehicles trailer light problem. Attempt after attempt when someone one would usually make up a bs excuse to get it over with. Jesus Castillo wouldn't make that excuse, he found the problem fuse and fixed it. Great work ethic.

Good and friedly

The employee who handled my transaction was welcoming but other employees were not so welcoming and rude. Need to work on having more patience and kindness during these crucial times.

Waited in the rain 1hour to pick up keys for my online truck rental.

Jim was excellent!

Terrible customer service. RSVP'd online. Called the day of, and told to go to another location.

Nothing Much. Great Customer Service!! Thank you for serving our community.

Appreciate your help.

Even though I rented from uou early this month and customer service was good. You can have better your customer service with better attitudes. I rented from the 1 800 number and went to pick up my truck and dolly, which I told the customer service representative to give me the heavy duty dolly. They told me, it would be $10. When I went to pick up the the truck and dolly. The girl that was there gave me the small dolly. I told her I rented the big dolly for $10. She said, the big dolly is $12 and told me to look at my contract with a very nasty attitude. I told her she need to watch her attitude. She said to me again, look at your contract in a very nasty attitude, which was very provoking to me. My sister heard her and told me to go out the door because she saw me getting upset because of this girls attitude. The man that was working there came out and.gave me the heavy duty dolly I asked and paid for. I asked him what was the girls name and he told me. Her name is Danya...If this not the name, it was the girl that was working Tuesday at the 12:30 pm shift. I would appreciate apology from this girl. And maybe you all can give her some professional training on good customer service. Thanks Edwina Tyler

Better customer service skills of employees behind the counter

A working van would be nice. The one I got didn't have any gas and, when I went to fill it up, the gas I pumped into to poured out of the bottom. I had to abort my plans to move that day after taking the day off. I'm extremely unhappy with my experience. Also they let someone cut in front of me in line because they were more insistent? Wtf

No customer service

Due to the COVID-19 the location changed its hours and was closed when I went to return the truck. The location is in a sketchy area with suspect street denizens in groups on the corners. It took me about 40 minutes to figure out how to deal with the website with help from two different associates on your 800 number. The 800 number associates were both very helpful and patient with me but it was a bit of a wait to get hold of them. The first one had to send me to the truck group for additional help. I was frustrated with the website because my phone was not sharing the location even though I had turned on the sharing option in my iPhone. The app was terrible and I could never get signed up for an account - the app kept telling me that there was no password even though I had set it up twice. Anyway, the nice associate in the truck immediately identified the issue that I needed to change an additional setting for privacy on my browser and then the website worked and I was able to use my phone number to find the reservation and work through the return process. He was kind enough to stay on the phone to help me through the return process because I felt like I needed hand-holding at that point. I think I'm getting too old for this stuff - I need humans! Your customer service staff on the 800 number are great - you just need a few more of them.

The door was kinda broken. I wish that I knew in advance that I needed the app.

I was directed to go to uhaul.com upon picking up my truck with little to no instruction. This made for a bad experience. I wish I had had more direction.

Great customer service. The mobile check out was a little tedious, so I just went to the counter. Return process was really easy and fast.

Great place and customer service!

Provide full tank of gas with trucks. Easier to return truck with full tank than a partial tank of gas to avoid penalty.

The gas tank was empty and the paper work says 1/2. The lady marked it as 1/8 even when the gas light was on. Put in 5 gallons and drove only 24 miles.

Best U-Haul experience I have had in years. Thanks guys.

Check all areas of the rentals so there’s no problems next time

Thanks you Chris for your excellent service. Very professional.

THE TRUCK RENTAL WAS OK. I STOPPED COMING TO THIS LOCATION FOR PROPANE A YEAR AGO AND TRAVEL AND EXTRA 3 MILES TO A 76 STATION FOR PROPANE. I CAME ON SATURDAY AND THE WORKERS SEEN I NEEDED THE PROPANE AND CONTINUED TO TALK AND LAUGH AND NEVER ASKED ME IF I NEED ASSISTANCE. WHEN THIS HAPPEN TWICE I JUST COMPLETELY DON'T BOTHER TO BRING MY CLYINDERS TO THE LOCATON. THE LACK OF CUSTOMER SERVICE FROM THSES YOUNG KIDS IS UNREAL. SO WHEN I GO TO THE 76 ITS OWNED BY OLDER MAN AND HIS WORKERS COME QUICKLY TO TAKE CARE OF MY NEEDS. I OWN A RENTAL BUSINESS AND HAVE TO HAVE THE TANKS FILLED WITHOUT ATTITIUDE OR NOT WANTING TO WORK.

Just great

The staff was friendly and helpful! The truck was filthy with no effort made to clean it between clients. The app is a nightmare and the checkout tried to overcharge me. It said they would get back to me in 48 hours but I didn’t receive a call or a final bill for over a week.

Nice courteous staff but rented me an unsafe vehicle. 15 foot truck needs to be removed from service. (Prior unreported accident of some type) I have reported the condition of this unsafe vehicle to “Corporate”.

Few customers on weekdays so no week. Just rent a hand truck straps to move big refrigerator, worked great.

I reserved a 26' truck a week ahead for my in-town move. When I arrived, they didn't have it. They also did not have a 20' truck. I was stuck with a 15' truck and had to make several trips, wasting my time. VERY FRUSTRATING. I realize the reason was that the previous customer extended his rental, but I reserved the truck well in advance. Is there a way to have at least one truck on standby? I do have to say the staff was apologetic and professional, but that didn't really solve my problem. How can I recommend a company that might or might not be able to fill a reservation? My schedule was tight and my time is valuable. Not having the larger truck was a big deal.

Not a place that I will ever do business with again. I can't believe the people you have working there.

Truck was little beat up on outside but ran fine for what I needed

Keep it as is - this was a great experience. Below is the review I posted on Yelp and Google: This U-Haul gets an "AWESOME" rating. Quick easy pick up. Convenient location. Quick easy drop off. Clean vehicle in great condition. Most importantly - Friendly, helpful team even when it was really busy, who readily answered my questions that were probably a little needless. Overall, a great customer experience!

The first truck assigned to us was full of cat/dog hair. People have allergies and it should be considered. You can’t completely remove all animal hair. However, this was totally obvious to anyone who is inspecting the vehicle for cleanliness prior to renting the vehicle to the next customer. My husband had an allergy attack.

The equipment was clean on the inside, but not on the outside. The clerk that handled my reservation at the Hayward location was very pleasant.

The return process needs to be more organized. An employee or two out in the lot directing traffic would be helpful.

'10 Truck I reserved was not available staff members very unhelpful said they could not lookup what other locations had available. Star members told me cargo van would fit my califor ia king along with headrest it did not. $60 wasted. Wheres the $50 guarantee?

The gas tank was 1/8 full. I barely had enough gas to drive to the next gas station.

I don’t have any idea how did you improve. because you’re personal is friendly and every time help me out

Maybe some steering fluid and a tube up would be nice

Clean vehicles one of rear tire was we’re out I talked to then say no worry any problem call road assistance

Engine check light was on both of the trucks I tried to rent. Had a problem with return. First truck that had to be returned wasn't closed and tried to charge me $1500 for 50 miles of travel on the second truck. Was told the truck had a flat floor over the phone and it wasn't.

The employees did okay.

The online return was difficult to use as the system froze at the same point in the process multiple times, the rep I spoke with on the phone complted the process in short order, overalll pleased with the process.

Staff were capable, helpful, and very friendly. Thank you :)

easy access, quick service for a busy place.

This was hands down the best experience I’ve had using U-Haul service. I started using U-Haul in 2017 for business sporting events a few times a year. After about a half dozen uses in 3+ years this one tops them all.

I’ve never had issue with renting a uhaul especially at this location but i feel its absurd that they make you take a picture with their private phones upon taking your photo ID. I’ve never known this to be apart of uhauls procedures but it was very uncomfortable and felt like they were implying that I would have taken the uhaul and not return it. Overall I would not recommend this company to a friend under these circumstances.

Please have gas in the truck, it was on empty and I had to put this in.

Provided all my info online to reserve pickup truck then when I arrived it still took time to get keys and go.

Let a person know there not able to have your product for 24 hrs be rental starts. I have never been told I needed to reserve a truck or trailer before, when I see lots of product on site. I been lucky, but when i have rented I've rent for 24 hrs. Rent @ 11am means bring back next morning at 11am not 8:30. I needed that next morning for my last pick up at 9am next morning. So now I have to rent again for Monday morning. This is not any reflection upon the help that I received from your staff. They were both very nice and harm.

Every time i come here to do business my gas tank is never what the print out says it would be. So if i don't check i would be screwed and have to pay extra gas. Also, customer service is horrible here. My last visit only one attendant was there in the building. She went to the bathroom and had me wait a long time and no one was available to help me. Staff needs to be retrained for better customer service. Perhaps greet customers when we arrive and have a smile on their face.

UHaul implemented new procedures 2 months ago of obtaining a minimum of three contact numbers, photographing one's ID and photographing the person. These new procedures are very offensive and probably illegal. When asked why? The staff replied that they had a number of thefts and false IDs. So they are penalizing the 98% for the bad 2% and not in the most effective way. As a former law enforcement officer and risk manager, there are other ways to better protect assets and screen patrons without sholving it in their faces and offending them. I rented from this place many times, but will probably seek such services elsewhere next time.

Excellent customer service

Fast an easy good customer service good prices great help through the 800 number too

Charge miles not fear is to much

Allow for the customer to reserve a truck more than 1 day online.

I think customer service via phone is usually on point however, when you get into the store it comes across as a little dry but then again, the majority of customer service reps at this location seems to be relatively young (adults). One day I had gone in to pick up a truck but no one was manning the desk. While waiting, I began perusing the supplies and came across a young lady in the back (office) on her phone. I asked her if someone was working the front desk. She replied yes and told me the gentleman would be with me shortly. Shortly was another 5-7 min after having already waited. I had to go outside and politely interrupt a 'shootin' the breeze' non-business conversation. Both the young man (who's pretty nice) and the person with whom he was conversing came in. Respectfully, my advise would be to train/re-train this group of young adults on the qualities of good customer service. I didn't mind the wait but it would have been nice for someone to have been present and express that someone would be with me shortly, suggesting I'd look over items that could perhaps suggest me with my move. I frequent this location because it's closest to me and while the equipment (truck) is clean and maintained, the yard (drop off area) could use a little more attention. Thank you