U-Haul Moving & Storage of San Francisco

Incredibly disrespectful staff. They refuse to answer their phone during business hours. If they do answer, they put you on hold for an hour and never come back. This has happened to me 3 times, including once when they left for the night. The app does not work if you are out of the country, so I cannot schedule access to my Ubox online. This is a strange business choice, since I’m sure many people who live abroad maintain items in a storage unit in their home city. I don’t think I’m the only Uhaul customer living abroad. It’s incredibly dehumanising to be ignored by Uhaul employees abusing their power. I’ve paid this company monthly for multiple years and they repeatedly intentionally disrespected my time. To refuse to take customer calls is stealing, when it prevents us from accessing our belongings. They don’t care how many thousands of dollars customers provide Uhaul. They don’t care how many flights and how much money it costs customers to get to their storage units, only to be refused access for the sole purpose of apathy. Unprofessional location. Apathetic employees.

WORST EXPERIENCE with a U haul location! I booked a 20’ Truck two weeks ahead of schedule. Someone called me 2 days before my rental saying that they are confirming my reservation and that I should be able to pick it up myself using the mobile pickup option as requested. The day of the rental I was checking my reservation before picking up the car and it showed my reservation changed to a 26’ TRUCK THAT I HAD TO PICK UP FROM A LOCATION IN MOSS BEACH 30 MINUTES AWAY BY CAR!!!! I had movers coming in and thought it was a mistake. I called this location and the person on the phone was claiming I am making things up!! I literally had the email confirmation showing a 20’ truck from this location in front of me! Then he said Oh they told you when making this reservation that it’s subject to availability. Seriously?!! Why didn’t the person who called me 2 days earlier tell me any of that??! I was absolutely livid and had to call 3 U haul locations and the main headquarters. Finally, I realized no one wanted to give me a rental because I booked it one way. I settled with a 15’ truck and told them I will return it to the same location because I absolutely have no other choice. Unfortunately, I couldn’t pack everything into this truck because it’s smaller than what I wanted. I lost some items because of them and some furniture got damaged. This is my fourth time booking with U haul and BY FAR THE WORST EXPERIENCE. I never had any problem booking trucks in the past! Beware booking with them, they will make your move a terrible one.

As much as I would like to speak highly of uhaul and always appreciate their online/customer support, this location really let me down when moving 2 weeks ago. 1) The first truck keys they gave me were blocked in by another uhaul. Then when I told them and got another set of keys, that one was ALSO blocked in. I told them which truck was not blocked in from the original lane, but they still gave me an incorrect second set for a different vehicle. This is bread and butter stuff. Manage your fleet, do better. 2) I didn’t reserve online thinking I could easily do so in person, but there is a unique in-person step where they require a second contact # to pick up and verify identity before giving you keys. Online check-in doesn’t require that step at all, so I ultimately completed online check-in… at the front desk.