Customer Reviews for U-Haul Box Store of Downtown

6,114 reviews

100 Valencia St   San Francisco, CA 94103
(S Of Market)

(415) 864-3328

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Office Hours

  • Mon-Thur: 7 am–7 pm
  • Fri: 7 am–8 pm
  • Sat: 7 am–7 pm
  • Sun: 9 am–5 pm

Services at this Location:

Contact Us

(415) 864-3328

100 Valencia St
San Francisco, CA 94103
(S Of Market)

Services at this Location:

Office Hours

  • Mon-Thur: 7 am–7 pm
  • Fri: 7 am–8 pm
  • Sat: 7 am–7 pm
  • Sun: 9 am–5 pm

Testimonials From Recent Customers

Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.

Overall Rating:

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Rating:
2.0

Staff was friendly, told I could drop off van after hours, was informed I would be charged for two days of rental. Overall poor experience as usual with U-Haul, why was I informed to use app to do after hours return. Only when I called customer service was I told you should have used the app.

Todd H. 
Rating:
3.0

The store manager was very rude. When I arrived I realized that the truck was too tall to fit into my garage. I asked to swap out my van for a smaller one but I was told that I couldn't. I know this isn't true. I've done it else where at other locations.

Monique R. 
Rating:
1.0

I has issues checking in. License plate had been stolen. Couldn't use the app to return the truck because the gps couldn't locate me. And calling support said not available until 4a.m. Arizona time and the chat bot wasn't even working. I had no choice but to lock up the truck and put they keys in the box in front.

Lauri W. 
Rating:
5.0

Customer did not leave a comment.

MARIA H. 
Rating:
5.0

Customer did not leave a comment.

STORY S. 
Rating:
2.0

Fix front signals

Sergen T. 
Rating:
4.0

Upon returning the truck I had not used one of my $10 blanket orders… was told I'd get a refund but when I got my final bill it was still on there. -Terry Seitz

Terrence S. 
Rating:
5.0

All went smoothly

Thompson L. 
Rating:
2.0

Very long wait to reach the register and the truck I was given had a safety issue — one of the tires was low on air.

Rob V. 
Rating:
5.0

Customer did not leave a comment.

Jeffrey E. 
Rating:
4.0

Customer did not leave a comment.

James L. 
Rating:
5.0

Customer did not leave a comment.

nancy P. 
Rating:
5.0

Keep doing what you're doing!

Robert B. 
Rating:
5.0

Jalen and Matthew are great to work with

Susan E. 
Rating:
5.0

The van should have a low step in the back if the van. Everyone was ellcellent in the job and very friendly.

Leslie A. 
Rating:
5.0

Customer did not leave a comment.

Cord S. 
Rating:
3.0

I returned my car a day early, 24 minutes after the 48 hour mark. I asked if I would get the third day refunded. The manager who was checking me out was still out at the van. The guy at the desk called him to ask if he was going to charge me for the full third day. He apparently said yes. The man at the register apologized and said if it was him checking me out he would have waived it, I then hear from the speaker on the phone, “Well I'm the Manager.” Incredibly unprofessional and bad customer service to not waive the charge for a 24 minute difference and then verbalize the power trip on the phone to the customer.

Michael O. 
Rating:
5.0

Customer did not leave a comment.

Giuliana A. 
Rating:
5.0

Excellent experience! Drew is very knowledgable and helpful.

Michael I. 
Rating:
3.0

Reserved vehicle, a pickup, was not available. A cargo van was offered and was accaptable but it had little or no fuel in tank (warning light "ON"). This caused me delays and anxiety. Staff very helpful in a bad situatiion.

Adrian B. 
Rating:
5.0

Great service

Tyler Hoffman H. 
Rating:
3.0

Customer did not leave a comment.

Ron N. 
Rating:
5.0

Customer did not leave a comment.

cheryl W. 
Rating:
5.0

Excellent service

Ruben C. 
Rating:
1.0

The right rear view mirror was completely broken, very unsafe. As soon as you took your hand away it would move so you couldn't see out of it at all. The truck was filthy, I could barely see out of the windshield. The gas tank was way below empty. I had to go straight to a gas station and put 10 dollars in. I returned it exactly where the gas was when I got it and was charged 40 extra dollars. It was an absolutely horrible experience. I've been there many times over the years, but not anymore. I could go on. It couldn't have possibly been any worse.

James S. 
Rating:
5.0

Customer did not leave a comment.

David N. 
Rating:
5.0

Customer did not leave a comment.

Melanie C. 
Rating:
5.0

Customer did not leave a comment.

gordon F. 
Rating:
5.0

They were very lovely in there!

Aurelien S. 
Rating:
5.0

Customer did not leave a comment.

fritha K. 
Rating:
5.0

Everything was perfect. I have been to this place 3 times now and never have problems. The staff is so competent and friendly

Benjamin H. 
Rating:
5.0

Customer did not leave a comment.

ERNESTO Q. 
Rating:
5.0

Customer did not leave a comment.

Jon G. 
Rating:
1.0

Tell me everything so I won't be surprised if I'm denied an extension. Don't charge over 8 dollars for fuel when fuel was already given. This van didn't have a good ride, bumpy bump all the time.

Laurett L. 
Rating:
1.0

The owner was very disrespectful. I waited for an additional 30 minutes even though I did my booking and checked in through the app. The owner said the wait time counts towards the booking, and I must be punctual to return the vehicle. Additionally, his manners lack professionalism and kindness.

apollo D. 
Rating:
4.0

The agent was kind and respectful that is what really matters,

Larry B. 
Rating:
5.0

Customer did not leave a comment.

Patrick M. 
Rating:
1.0

overcharged me on gas refill. Still fighting about it on their paperwork. It said 3/4 of a tank although I have photographs that show it was a half a tank I filled back to half a tank and have receipts for buying gas. Only drove 48 miles and had the truck for 4 1/2 hours although they refused to refund me. I'm talking to the supervisor on Tuesday after that if I don't get a positive response, I'll just give it to my American Express with all my data and OB refunded.

David J. 
Rating:
5.0

Customer did not leave a comment.

cathy S. 
Rating:
5.0

Just remain the same, your customer service is really good in this location. I realized wait times are not your fault, neither is being put on hold for so long when there's customers waiting, but overall that's why I've been going back to this location, I love the service.

Grace A. 
Rating:
5.0

Great staff. Supper knowledgable and experienced.

Elizabeth V. 
Rating:
4.0

Customer did not leave a comment.

Anders F. 
Rating:
5.0

Great service and enjoyed the new van. I would recommend.

Michael O. 
Rating:
5.0

Customer did not leave a comment.

Jean Christophe M. 
Rating:
5.0

They are very helpful and polite. I have no complaints at all.

Daisuke W. 
Rating:
1.0

You all need parking for your customers. It's a pain in the ass to find parking, and incredibly stress inducing when you're on the clock for your Uhaul

Christopher B. 
Rating:
5.0

Customer did not leave a comment.

Ron R. 
Rating:
5.0

The amount of gas in the tank never matched the computer records. Otherwise - the help was friendly and the process smooth. Thank you!

Emily S. 
Rating:
5.0

Very friendly and accommodating

Elisabeth K. 
Rating:
5.0

Customer did not leave a comment.

Erik C. 
Rating:
4.0

Customer service was excellent, store and location well maintained. Not sure what to do about the folx living on the sidewalk outside the gated truck pick up. I would feel uncomfortable dropping off after sunset or if I didn't have a friend with me. Wondering if employees escort customers who are alone to get their truck in the lot so they don't have to navigate the encampment alone. It is not U-Haul's fault the encampment is there and I feel badly for the folx living there and the employees working at this location. I hope everyone stays safe. SF needs to do more to help homeless folx and businesses in the city navigating the homeless crisis.

Elizabeth C. 
Rating:
5.0

I don't recall the name of the person I had talked to (it was at 11:30am on 2024-01-04, possibly Andrew?) but it was so great talking with them. Incredibly friendly and informative, took care of everything quickly and painlessly. Would love to work with them again and I hope they're taken care of to keep them at your location, they're worth it.

Mat A. 
Rating:
5.0

The gentleman (Andrew, I believe) was a pleasure. Fabulous customer service.

Anthony P. 
Rating:
5.0

Loved the customer service.

Tosca L. 
Rating:
5.0

Customer did not leave a comment.

PETER W. 
Rating:
5.0

Excellent service for pick up and return. Staff was very friendly, genuine and helpful.

ANKUR A. 
Rating:
5.0

Customer did not leave a comment.

Ivan D. 
Rating:
5.0

Customer did not leave a comment.

Angelina O. 
Rating:
5.0

I was told I would be charged $150 and after returning I was charged about $250 that was unexpected, also the van was 5 miles less on the contract then what the odometer shows and returned the van with more gas then I took it matter fact gas was less what shows on the contract, am very disappointed. That was not nice. I would appreciate you guys if you look in to the matter and charge me what's fare. Thank you

abdo A. 
Rating:
5.0

Customer did not leave a comment.

Thomas G. 
Rating:
3.0

Had to wait nearly 30 minutes to both check in and out. Needed to put down blankets to cover dry and caked-on mud (or whatever else) from making contact with items being transported.

Joseph L. 
Rating:
5.0

Great staff. Pricing was good for the rental. I was very pleased with everything.

david P. 
Rating:
5.0

Friendly, attentive, professional staff.

Gilberto G. 
Rating:
5.0

Super fast and easy!

jessica S. 
Rating:
5.0

Great customer service and friendly location.

Lorianne D. 
Rating:
5.0

The best rental store ever keep it like that

Ricardo A. 
Rating:
4.0

Everything was great a number one. Thank you.

pierre M. 
Rating:
5.0

Continue giving the same friendly professional service!

William M. 
Rating:
5.0

Pay the employees more! They're all great, professional, and kind.

ADRIAN V. 
Rating:
5.0

Very helpful and knowledgeable on all of my needs. They are very polite and will do everything it takes to make their customers happy 😃. Thank you all for your services.

Lorianne D. 
Rating:
4.0

Customer did not leave a comment.

pramog T. 
Rating:
4.0

The van looks OK but the floor is not cleaned. It still has lots of debris and dirt. Not a huge problem but something that I would like to see improvement. Everything else is great.

Youshi Z. 
Rating:
5.0

Customer did not leave a comment.

Jamael S. 
Rating:
1.0

I have done the deal with one of the staffs who is well experienced and nice approach and professional. I finished my project and returned on time and the other staff trying to give me very very minor damage to get money which is not my damage and I told him not the right way the damage can't see normally with eye and stayed more than 1 hr to take money that is insane people don't want unfair and illegal that not at their faults. I don't think they check their property

awet G. 
Rating:
5.0

Excellent

Jennifer B. 
Rating:
3.0

Remove location fee or show it before pickup

MICHAEL G. 
Rating:
5.0

The site was fine, the people working there were helpful and the location is convenient. However, I wouldn't recommend U-Haul to anyone because of dishonest pricing. The truck we rented was advertised for $19.95 + $0.99 cents per mile, but there were $20 in extra costs -- facility fee, environmental fee, and tax, which added 50% to the total. Those fees should be included in the advertised cost.

Deborah Z. 
Rating:
5.0

Great service from Drew & Efrain! Thank you! =)

IVAN G. 
Rating:
3.0

Attempted to use the application but it didn't work so I had to go inside and seek assistance from the person at the counter. I'm not sure if it didn't work because I was using it in Spanish but I was able to get further when I switched it to English. At any rate, I still needed assistance from your rep. It would be nice to trust you won't need anyone if you choose to go the app route.

Rigoberto G. 
Rating:
1.0

Was overcharged and haven't received my refund

Louie G. 
Rating:
5.0

Customer did not leave a comment.

Sam F. 
Rating:
5.0

The woman who received the vehicle was kind and Brian went out of his way to make sure that I could drop off my vehicle without extra fees.

Kat S. 
Rating:
2.0

Transparent pricing. Online prior to renting our total was ~40$ but were charged 76$ with fees that had no description. Will not be using U-Haul again

Danielle K. 
Rating:
3.0

No need to ask a second phone number when you already have all the personal informations including email and home address I won't rent from you ever again

Stefano C. 
Rating:
5.0

Courteous and prompt helpers here. The store is packed with supplies, everything one could need. Difficult parking, but not insurmountable. I recommend this business.

elizabeth J. 
Rating:
1.0

I was charged for barely visible damage that most likely occurred prior to vehicle being rented. It was so minor that I did not see it during my inspection and even if I had seen it I would not have considered it worthy of noting. Your employee (Efren) bragged about making other customers pay for minor damages as well. After I vigorously disputed the damage, your employee stated that he was going to conduct a more thorough inspection in hopes of finding further damage. Instinctively, I would consider disputing the charge but in this case I won't because even if I am reimbursed, the fact is I will never use your company again. Nor, I would recommend anyone to use your company. To charge for less than marginal damage and then brag about is unprofessional and distasteful. I chose your company based on name recognition and past positive experiences but never again.

SAMAUNEH E. 
Rating:
5.0

Customer did not leave a comment.

Caleb W. 
Rating:
5.0

Advertise the real price, including the "fees".

Charles R. 
Rating:
5.0

...

Emeka N. 
Rating:
1.0

Manager was extremely inappropriate. He wanted to look in my phone at my text messages and was confrontational that I thought it was inappropriate. He said he needed to as he called the second number I gave him as an emergency contact and since no one picked up he couldn't "verify" it. He also called the number without asking me first. I've rented from this location multiple times before without incident. Won't return to this location again. Dude seems like a stalker

Nick P. 
Rating:
5.0

The service was quick and friendly. I had an issue where I lost my key but they had it resolved in a timely manner. I will use them again for my moving needs.

Daren P. 
Rating:
4.0

Jaylyn was amazing! And informative and to the point. After hours rent in parking is rough. This time someone had parked their personal car in the way of the lot,

Bernadine S. 
Rating:
5.0

Good

carlos C. 
Rating:
4.0

Customer did not leave a comment.

Tina S. 
Rating:
5.0

Award the staff here with Customer Service Specialists pins, especially those that assisted me with the initial rental and upon return. They actively listened, asked the right questions and were patient not only with me but also with a frustrated customer on the day I initially rented the vehicle. They deserve to be designated as “Customer service Specialists” (CSS).

L G. 
Rating:
5.0

Even though this is in a crazy small location to Stathis awesome each one of them there wasn't one that wasn't helpful. This is the second time I've been there and it's always a pleasure. Thank you I will be back again and this will be my go to location from here on :-) Best, Don Reece & Jessica Kimberly

Don R. 
Rating:
5.0

The mobile app did not work when trying to return the vehicle.

Andy M. 
Rating:
4.0

Customer did not leave a comment.

Nathan L. 
Rating:
5.0

The whole experience was hassle-free. The staff were pleasant and helpful. Really like how you have leveraged the current technology (camera phones) to make the process smooth.

Edward W. 
Rating:
5.0

Customer did not leave a comment.

Abel B. 
No reviews have been submitted for this location.

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