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October 2023 by Marcus R.
Horrible customer service, didn't provide receipt won't take back new unused boxes. Very rude staff go somewhere else!
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September 2023 by Sean M.
U-Haul Sunnyvale went above and beyond as to assure all of my needs were met. Beyond satisfied. Highly recommended!!
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August 2023 by P J.
Extremely arrogant staff , when asked about the Hitch installation, this staffer started arguing . First he just stared without saying anything, and then with hand gestures said 'WHAT?' . I am like seriously! Then he simply said 'what do you want' . Completely disrespectful!.
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August 2023 by Stacey S.
I have rented multiple trailers from this location with bad experiences: 1. the person hooking the trailer up to my hitch did not extend the harness which was not long enough to reach my trunk and instead clamped my own car's electrical harness in the rear door hatch causing the harness to be damaged and need replacement. I did not know any better and relied on them to hook it up properly. On return, I was told this location does not install hitches so no harness replacement, out of luck. Then a few rentals later I asked again and the "manager" claimed they could do it but would not schedule. 2. That first trailer had a brake problem and had grinding noises which made me feel so unsafe that I pulled over multiple times; and called their assistance line to try to get someone to pick it up and take it off my hands but since we were 200 miles from home so they would not take it without charging me an almost $1000 "one way" fee for an "in town" trailer. Thus I drove it 200 miles home, early, and empty - I abandoned my plans to bring a load home from a rental home we rarely visit. Due to the harness damage problem above and brakes problem the manager specifically told me on dropoff he'd refund me the rental charges and he processed the refund. There was a second charge I had incurred to extend the rental but I did not use the extended days so the second charge also was due to be refunded. 3. Never saw a refund of the second charge for the unused trailer days I had reserved but not used because I returned the defective trailer early. Manager reneged on promise to refund rental charges because after processing the above refund he refused to refund the "rest" that had been charged for the additional rental days I did NOT use the trailer and he then claimed that was payment for the trailer for the days I had had it that he had already refunded. He then said he NEVER promised me the refund he specifically did. 4. Calling Uhaul customer service was useless in terms of getting refund of unused trailer time charge. 5. On dropoffs to this location, I was TWICE charged an extra day for trailer rental despite bringing back either early or during 1 hour grace period. On returning one of the trailers I alerted the manager that I had been overcharged for previous trailer rental - he agreed, took a photo of my contract # on my phone, and I understood he was on his way to refund that extra charge. INSTEAD he did not only NOT do the refund, he charged me an extra day for the very rental I was dropping off that instant! Thus he overcharged me twice! The contracts show the pickup and return time so he deliberately did this right after telling me it was an overcharge to do it that way, and falsely promising to issue a refund. BEWARE THIS LOCATION AND NIGHTLY CHARGES!!!!! 6. On picking up multiple trailers, they were either dirty inside and/or failed to include the dolly I had rented. Make sure you look inside before driving away. No doubt they will falsely claim they gave you equipment and you took it out, so look before leaving. The last trailer I picked up both lacked the dolly and had a bunch of used moving blankets in the back. The uhaul person refused to go in the trailer and get the blankets and told me to do it myself. He was tall and said he had a bad back and would not bend down. He also told me take the blankets free and they wouldn't charge me, which I did not trust and I did not want someone's used blankets anyway. When I went off to ask the manager to find an employee that would clean and stock the trailer as ordered, this fellow did in fact go in and take the blankets and then disappeared, the manager then could not find him anywhere on site. Manager later told me he "talked to" that employee about how he had behaved.
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June 2023 by Roze M.
The absolute WORST experience I have ever had with a rental. I reserved a truck for a move 5 weeks in advance. Because it says this "At times, the requested location, time or size may not be available. If so, U-Haul will find you equipment. A local U-Haul representative will call you before 5pm on 6/9/2023 to get your agreement on and schedule available location, time, and equipment. U-Haul has committed to help you." in their page, they feel 1000% validated to call you THE DAY BEFORE and tell you the truck you want is only available for you to pick-up 60 miles away from where you reserved it for!!!! They are committed to ANYTHING BUT helping you!!!!! IF they wanted to help THEY would drive the truck to a location that is convenient for you. The wording on this is incredibly deceitful making it look like they will FIND the equipment sounds like they find it and make it available for you since you reserved it WTF else is the reason to reserve something?? They never say they'll find it and they YOU have to drive an extra 60 miles EACH way to get it. This is insane and has left us in a terrible position for our move where we have movers coming at 9:00 am tomorrow morning. I will not give U-haul my money after this shitty stunt, so we will also be paying about $300 more for a rush rental from another company to make this move happen tomorrow. I cannot tell you how angry, disappointed and overall stressed about this I am, all the while I am at work AND trying to figure out what I thought was a done deal over 5 weeks ago. They should be effing sued for this kind of practice. Never ever again will I use or recommend U-haul, in fact quite the opposite.
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October 2022 by Ana C.
Poor costumer service. Workers are rude make the place feel very hostile. I will not be returning.
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September 2022 by Yelp User I.
My second time. Different staff but better experience. 1.) Prep before you drive, look at YouTube vids on how to drive it first. 2.) Also take a note if the gas tank is running low before you take it out the drive way.. 3.) No customer parking onsite. Prep for street parking , but very limited spots. You can try driving inside straight to near the office door. 4.) Come 15min early, i picked up at 8.16am ish depending on the line you're calculated time period for rental use may be effected. Always factor in 30min & 5 mile extra buffer on your online reservation. 5.) check in early.
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September 2022 by Michelle W.
They have really affordable moving boxes here and they even carry them out to your car for you!
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May 2022 by Lou C.
It's hard to write a review on U-Haul, especially it's not for the intended purpose. Everyone knows U-Haul is a vehicle rental place that involves with moving to places. I was here in the Bay Area last October. I wanted to move my behind from here to there. However, finding a car to rent was scarce to non existent. Family recommended me to rent a U-Haul truck instead of taking an Uber. I tried to fill out the application online. I really did try. It was over 4 hours of searching my life history. I stopped in the middle. I need a break, you know. I tried to find a rental car again. OMG. I found a compact car for $250 a day but I had to go to Marin County. Never mind. I went back to fill up the application again. I was excited when I got the confirmation number. Then, I got an email wanted me to verify my account. It was like time bomb. I thought it was fine and dandy. So, I went to bed. Next morning, I checked email. It asked to verify account again. Oh no. This is too hokey. So, I cancelled my reservation. When I got to my hotel in Sunnyvale, I looked across El Camino Real and sighed. It's just right there. So close and so far. I had to pass. Maybe next time when I have to really use this U-Haul place.
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April 2022 by Eric W.
I tried to schedule an online pickup and the app is complete garbage. I ended up waiting in a half hour like and am still waiting
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December 2021 by Jason H.
NOTE: if you are dropping off the car after-hours and are having trouble finding the key dropbox, it's on the door! It's just not very clearly marked. I had a great experience at this U-Haul. Initially, online, I had signed up to pick up the truck at a different location and drop off here, but then I received a text message from this location offering a big discounted rate if I picked up and dropped off at the same place. Unfortunately, I forgot who was the one helping me when I went to pick up the truck, but he was a tall-ish guy with longer hair and facial hair, if I remember correctly. Sorry! He was very helpful, friendly, and gave good advice on how to drive the U-Haul, since it was my first time. Only confusing bit was the note I made at the top, since the picture on the mobile truck return website did not match the actual dropbox appearance at this location. Another person and I were both looking for quite some time before we found it, and we felt silly afterwards haha.
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November 2021 by Dylan R.
Myles was great. He helped me buy 15 pads and helped me loaded in the car. Great customer service. Thanks Myles
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October 2021 by Van M.
Luis was great. He took over a botched order from Mountain View U haul who ordered me the wrong hitch. Luis and Kevin still got my work done correctly and on time. They took time and care to do it right. Conner brought good pizza for lunch too.
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July 2021 by Justin W.
App and web site are broken for returns, it's imposible to get the advertised rental fee. I wish they'd warned me that the time my van was due was after hours - I could've returned it earlier. Their app and web site don't work for returning, and I sat on hold for a while before being asked to go through an elaborate email checkout procedure or be charged $20 or so for them to do it for me the next morning. They didn't respond to my email at all, but at least they didn't charge me the extra fee. I'm fairly certain it's either impossible to get a rental for only $19.95 as they advertise, or if it is possible, it's through some totally non-feasible loophole. My rental van cost me about $75 plus about $30 in gas. Also, no customer parking on site is a hassle.
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July 2021 by Kenna D.
Wow, had a great experience with this U-Haul. I have never rented a U-Haul before and honestly had low expectations for their customer service. I made a reservation online but was having trouble picking it up -- so ended up having to go inside and get help. The online process was not very smooth and we got a bit frustrated.. although no fault of anyone at this location. I did not catch the cashiers name who helped us, but he was wonderful! We were there on a Saturday evening around 5pm. We had originally rented the van for 2 hours but after not being able to get the truck immediately at 5pm we were worried about getting it back before their closing time at 7pm. The cashier let us know it was totally fine - we could do an after hours drop off. We were able to do this quite easily! The only thing that's a bit of a pain is that you have to park your car somewhere that is NOT on their property. It makes sense because the lot is for all U-Hauls, but is inconvenient as most people likely arrive in a car. Anyway, would definitely rent a U-Haul here again if we needed!
