March 2021 by Patty S.
I was driving past this location and popped in for some moving supplies. I was assisted by owner Steve who greeted me warmly and who gave me the best option for wrapping my large items. (Double-wrap *wink wink*) (inside joke) I asked if I needed a particular item and he said I'd be fine without it, so I appreciate him not trying to pad the bill (pun intended since they sell moving pads, too). Anyway, he gave great customer service, had a great sense of humor, and got me on my way quickly. Although I expected to pay an arm and a leg for their brand name items, the prices were actually GREAT and less than I expected! I live over an hour away from this store and will happily come back for more supplies when in the area just because of the excellent customer service I received. Thanks again Steve, and other guy, y'all rock!
March 2021 by Michael S.
Visited this location for the second time today. Came a few months ago when I moved, nothing notable (my roommate went inside, I didn't). Today though, I picked up a couple of wardrobe boxes for a friend that I couldn't fit in my car. I started going back into the store to ask for smaller ones, and decided to try harder before asking for help, but Steve (didn't get his last name) ended up proactively coming out to help! And, I definitely was not going to figure that out myself in any reasonable amount of time. Honestly I've really struggled with customer service/support and Steve's proactive help was so very much appreciated. I was also about to start running slightly late, but Steve saved me! Thanks Steve!
January 2021 by Nicholas G.
Very clean and fast to help you. Can't say that about their booking or customer service over the phone/online though. The people who work at the truck depots are way more chill and easier to get business taken care of.
January 2021 by Andrew B.
Very dishonest people. I came over to them last week to inquire about a hand truck rental to move a safe and make a reservation. Henry, the store manager, told me there was no reservation for hand trucks and they were on first-come-first-serve basis. So I believed him and came back today at 7am to get a hand truck. I was the first visitor and again, the same Henry, told me that they sold out for the day and only had reservations available. What the heck??!!! Soo when I confronted him about him telling me there were no reservations during my previous visit he told me that they were holding the hand trucks for the customers who rent moving trucks. He called another location and asked then about hand trucks and I overheard that the lady on the phone told him that they had two of those in stock. When he hung up the phone he told me that they were sold out as well. What the heck?? Guess what Henry, I AM ALSO YOUR CUSTOMER and you are one of the most dishonest people I've seen. This is not the way to treat your customers. I really hate that companies like this one can treat customers this way due to covid and the fact that many people are moving out of California, these crooks can treat us like cr-p because they will sell anything for triple the price these days and they are not responsible for what they tell you.
December 2020 by Kiara K.
BEWARE. Do not reserve online with U-Haul ahead of time. Their "policy" is to email you one day ahead of your reservation to let you know whether the equipment is available or not. I made my reservation a week in advance and they let me know the day before pickup that there's no trucks available in the location I chose for pickup. They told me I would have to drive upwards of 200 miles to get a truck. Customer service was absolute trash, they didn't care, didn't apologize and just said there's nothing we can do. DO NOT DEPEND ON U-HAUL for your moving needs unless you want to get screwed over one day before your move.
December 2020 by Karlyn G.
The owner was nice and helpful.... But, I'm not pleased with how the Corporation runs their business. Although, we made the reservation in advance and was expecting to pick up the truck from Campbell, it had to be picked up in Monterey!! You can imagine the stress of a move by itself much less having to drive to Monterey to pick up a 20ft truck...and returning it wasn't a cake walk either! There was a location 10 mins from our new home, but instead of being able to drop it off there, we were instructed to drop it off 45 mins away.
October 2020 by Sharon E.
Canceled our reservation the day before we moved because of no available inventory. Yes the day before. Justification - anyone can make a reservation doesn't mean we have to honor that reservation. We can get you a truck next week, we'll maybe but we can't guarantee it. Mind blowing shitty service
September 2020 by Rob H.
I had to rent a truck to move yesterday. I found Steve, the guy who fixes you up with a truck...to be someone who cares enough to have a great sense of humor. It made the whole idea of renting a truck to be really good. Check in was easy, too.Thank you, Greg Hall
September 2020 by Dima
Made a reservation 10 days ago for a trailer. Tomorrow is my planned move date, and this morning I received a call saying that this RESERVATION is not going to be available, and nothing will be available within 100 miles.Do not trust them to have your items reserved.They FORCE you to tick this option before you can make a reservation with them. So that they can tell you that they will have something available and then simply leave you without your reserved items."Important!I understand that the equipment I am selecting on this date, at this location, is not available to schedule and agree to be called by a regional U-Haul representative."
September 2020 by Tracy N.
Today was actually my first time ever renting a U-Haul. Due to the sudden mix up about picking up some furniture for my new home, I was unable to borrow a friend's truck in time. I decided to book a U-Haul within the next hour I needed it by. I booked it beforehand online and came here 10 minutes early, in case I needed to fill out paperwork and such (again, this is my first time ever getting a u-haul so I didn't know how the process was going to be). When we got there, I was greeted by a receptionist to go over my information I filled out online. The car was ready for me right away, everything done under 2 minutes! I was able to drop off the vehicle about 30 minutes before I initially booked it for. One of the associates checked the mile meter and that was it! Such great service, everything was done in a timely manner. Fast and great service, I will continue coming here the next time I need a truck to transport my stuff to my new home.
September 2020 by Zachary Fiebke
We've had a reservation for 2 weeks for a 26' truck to be picked up in Campbell, CA for a cross-country move. The NIGHT BEFORE our pick up, we were notified (note that we have to be out of our home this week, and have movers scheduled) that the truck is no longer available, and we'd need to drive to Nevada (9 hours) to get a 20' or 26' foot truck. Both customer support specialists (April) we talked to were rude and unhelpful. While initially, it wasn't necessarily their fault, more of a broken "24 hours-before" scheduling system and truck shortage, they were short with us, provided zero contingencies, and continually told us to "call back tomorrow." And "If you needed a truck in Arizona or Texas, I could help you but we aren't in Arizona or Texas." That's how you talk to your customers?Why would U-Haul allow us to keep our reservation, knowing there was a shortage of trucks? We still do not have a moving truck, and have been offered zero discounts for the inconvenience.I thought U-Haul was a premier moving company but I have had a much better experience with Budget, and Penske.
August 2020 by Kayla M.
A terrible experience with U-Haul. I made a reservation for a truck several days in advance and received confirmation of my reservation. Upon arriving at the store on the day of my move, I was informed that there wasn't a truck for me. I ended up having to rent two cargo vans - I paid more to be delayed by an hour and be inconvenienced. This was a complete failure of U-Haul's mission to provide trucks, as well as to provide adequate customer service. - Store personnel were unable to solve the issue, and directed me to a 1-800 number, where I was informed that the nearest truck was a 25 minute drive away. I was told I would have to drive there to get it. - A total of five people had to wait for one hour for the problem to be resolved, 2-3 of us needing to wait indoors in a small space during COVID times. People were clustering indoors, as multiple reservations had been messed up and the line was moving very slowly. - This delayed our move time, and inconvenienced additional people along the way from whom we were picking up furniture. - My initial reservation was a one-way, I had to do an in-town rental for two cargo vans instead. This resulted in additional mileage and gas charges which U-Haul made no attempt to mitigate, despite the inconvenience. - I needed to return the vehicles to where I picked them up, an hour away from the apartment to which we were moving. - Employees in-store and over the phone were polite in stating the problems, however made no effort to problem-solve or mitigate issues that had occurred. No empathy or solutions were offered. Following the very unfortunate moving day situation, I have been attempting for 2 weeks to speak with the appropriate person about a refund for services. - I have talked to customer service 6 times with no resolution. - There is seemingly no centralized system for complaints, or employees don't know how to use it. I submitted an online complaint, and no one followed up. I proceeded to call again and again with no success. Sometimes a customer service employee would say a formal complaint had been filed. Other times a customer service employee would say that a formal complaint had not been filed. I had to repeat the exact same story 5 different times to 5 different people, despite a complete recap being included in the online complaint. I was given an incorrect number with which to reach a manager. - The one time someone did call to follow up, I was at work and then was unable to call back when anticipated. This model is also very inconvenient - if I can't answer the phone and talk at the exact instant U-Haul decides to call, I'm apparently out of luck. - I have been on hold for stretches of 20-30 minutes before ever speaking to someone. - U-Haul takes up to 72 hours to respond to complaints. It is my conservative estimate that U-Haul has, at this moment in time, cost me an additional $400 beyond the cost of the initial rental reservation, including 10 hours of time lost on the day of the move, 3 hours spent trying to contact customer service, and the more expensive contracts for 2 cargo vans. Would not recommend.
August 2020 by Markus B.
You book a truck 2 weeks ahead and they tel you last minute it's not available. In Addition they Tell you there is no truck available of that size within 300 miles at the time. But when you agree to change the location there is one 4 miles away. But they are too lazy to bring it over.
July 2020 by Lisa Adolph
Very helpful as I problem solved a challenging multi day move. Good supply selection. Safety guidelines followed.
July 2020 by Cassie F.
Friendly staff who helped my family switch the towing vehicle after some issues occurred with my personal truck that we needed to move it on to our RV and they helped ensure my rental was still covered with insurance since they switched it. Thanks for the help guys!