Your billing system and technology systems in general are substandard at best. Over-billing, using wrong email from long ago, too many line item invoices vs a simple deposit and final bill.
Spencer SCustomer Reviews for U-Haul Moving & Storage Of Carmel Mountain
Testimonials From Recent Customers
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The U-Box was picked-up on schedule and delivered, undamaged, on-schedule. Very high marks on this which is the most important element. They did what they said they would do ! Secondarily and incidentally, the tsunami of text and email communications were somewhat overwhelming and confusing, - i.e. out of sequence, after-the-fact, - and whatever.
Peter MI would STRONGLY recommend this business. I was completely impressed with their professionalism and customer service from the start to the end.
Angela MEverything was outstanding. The staff was great, the boxes were great, our stuff arrived in good shape. I would not recommend using the furniture pads U-Haul provides if you are clean or have allergies because they cover everything with an irritating dust. But overall I would highly recommend the U-Box experience.
Jeff KI absolutely love the girl who delivered the boxes and retrieved them. What a wonderful soul and she was so great at everything she did for our family. Merci
Lew SRandy and his team had done awesome job in shifting . We have shifted 4 times in last 5 years and his work is always top notch .. I would recommend everyone to take his service . You won't be regretting. Awesome job Randy
VINAY SLove the boxes-SOOOO much easier than going up and down a ramp all day and safer. 24 furniture pads per box was perfect. I had some extra, but would have hated running short. One of the few, truly outstanding services still available: no sales pressure; prices are clear and available on line; best price. Competitors won't give you a price until they get you in the phone and then they want you to commit right then. I'm done with the others and done with trucks.
Robert JVery professional operations.
Mahindra BGreat experience and will definitely recommend and use again. Thank you! Barbara
Barbara LRobert was great 👍
RICK CDon't let this facility/manager talk you into unnecessary additional containers so they can overcharge you. I was forced to get an 11th container that was rcvd 1/2 full of U-Haul blankets & a few of my belongings. Then they overcharged me 3x the price of the other 10boxes without my permission. Highway robbery. The facility the boxes went to from Carmel Valley was wonderful. Helpful and very professional.
SUSAN LI was over charged. I contacted you guys and was told to leave feedback and someone will be in touch
Olivia CVery pleased with the service! The delivery/pick up drivers were awesome! I would recommend and use this service again!
Marie SSo far so good. And no long waits when I phone you. That's always nice.
Marc JWonderful experience. Should have moved items earlier. Merci
Mary PI wish the Ubox process was easier to understand. My ubox arrived in my designated city almost 2 weeks early, which is great, but it arrived and was placed in storage at a different uhaul than the one I was designated to pick it up from (I understand from the staff that some locations cannot receive uboxes). The staff let me pick it up myself early, which I appreciated, but they didn't have a phone number line I could call-all attempts rerouted me to the main calling center-so I went in person to inquire whether I could take my box early.
Amara DExcellent in every way.
Barbara HEntire process went smoothly
Helene AUHaul didn't call me to tell me that my box delivery day was changing. I wasn't notified at all. I only noticed because I happened to look online for details of the shipment and called UHaul's phone number. The delivery was perfect otherwise and the people I did talk to, including the person who dropped the box off, were very helpful.
Merilys HI know that you are looking for "5" stars but I have a lengthy list of issues. This survey applies to the Carmel Mountain facility from which my U-boxes were shipped. My responses would not be applicable to them. My U-boxes were rented and deposited at the U-Haul facility in Escondido. THEY are the ones I would prefer to comment on. They did not ship my boxes timely; they relocated them without notifying me... and the list goes on. It has taken more than SIX MONTHS to get my household to AZ ... and THEN it was delivered to a facility other than the one I had requested. My first move with U-boxes was EXCELLENT but this most recent experience has left much to be desired. I think the issue is mostly with staffing and poor communication.
Ruth AA couple of months ago, the box when delivered wasn't properly positioned in our driveway and was warped. My daughter wondered what the workers had been smoking for lunch! I understand they no longer work for you, good decision. The agents who picked up the box today had to work at it to correct the delivery shortcomings. And due to the warping of the box. installing stuff inside was very tedious. We will retrieve the box in a couple of months and augment its load. Today's agents were wonderful. Good people.
Bill BYour service was excellent. Your driver was polite respected my property, and answered all my questions.
Geraldine JBoth Ladies that dropped off and picked up my boxes were extremely helpful and very friendly. I was impressed with how well they do that job!!
Kimberly AArrive on the day you are scheduled for delivery! The delivery was supposed to take place on Friday 09/29/23. The boxes didn't get delivered until Monday 10/02/23. And I was charged for the full month of October! Now I have to dispute the charges with my credit card company. On top of arriving 3 days late, the driver damaged my house and I was told that I have to file a claim with your insurance! HORRIBLE SERVICE !!
Pierre KArrive on the day you are scheduled for delivery! The delivery was supposed to take place on Friday 09/29/23. The boxes didn't get delivered until Monday 10/02/23. And I was charged for the full month of October! Now I have to dispute the charges with my credit card company. On top of arriving 3 days late, the driver damaged my house and I was told that I have to file a claim with your insurance! HORRIBLE SERVICE !!
Pierre KInitial delivery of (empty) PODS for loading was on time as promised. However, the delivery of the (loaded) PODS at my new address was promised via email stating "Between 8AM-10AM" on a Saturday, over two weeks after pick up. When there was no delivery or contact by 8AM, I called the UHaul customer service number and was told "we do not provide time windows, only the day". I explained that I was literally looking at an email from Uhaul clearly stating a time window, but the rep basically argued with me and said that's not possible. I had to call the local Uhaul location and get them to bring the PODS, otherwise I probably still would not have my stuff.
paul SI just got access to my ubox, nothing else.
KYLE HProvide surveys that the questions apply to/or be more specific about an experience. Rate WHICH location? Which STAFF. I had multiple encounters, most quite good, some not as good. Thus I simply give an average or "Not Applicable" to the responses.
Bob KThe whole system was very easy to work with. The delivery and pick up were on time. People answered the phone.
John CEvery person I had contact with was professional, friendly and helpful. Mario from the Wichita Falls, Texas location was very helpful and professional.
Linda MThought this was a great service and smooth from beginning to the end. Very happy with everything. Thanks UHaul!
Debbie CMake sure that extra help for container delivery and unloading can be booked from the website
John LAbsolute excellent everything!
Magnus WThey never answer their phone. Even the U-Haul customer service representative could not get through to talk to someone at this location. I left several voicemail messages, and no one called me back. Having dealt with other U-Haul locations, I would say this is way below average customer service. However, the U-Haul vendor I hired was able to get my U-Boxes on time and my possessions did arrive at its final location on time and safely.
James PThey apparently had delivery driver and truck issues so it was delivered 2 days later than agreed, at our Escondido home. But it was delivered where we wanted it and the 2 women crew that brought them was very nice and professional.
Fotios TVery good service. I have one comment: We had to ship the container almost 3 weeks before arrival. Since we were moving, we had to live with very few items for those 3 weeks. When I tracked the container with my AirTag, I noticed that it literally stayed 2 full weeks waiting in California. I believe you could probably reduce your lead time, and by doing so, provide a better service. Aside from that, I was impressed by your logistics.
Nicolas GI am very disappointed in the undisclosed fees. I rented 2 UBoxes in Seattle at Othello Station U Haul where the contract was clearly explained, 139 for initial delivery, the 279 per month storage, 1530 transfer fee to California where the boxes would be stored until I found a place to live and provided the address for the boxes to be delivered. When I provided the address in San Diego for the boxes to be delivered staff created a "new" order number stating that was the "only way the boxes could be delivered" and I was charged 139 TWO more times to deliver the boxes and then again to pick up the empty boxes. When I originally rented and packed the boxes I was never told that additional fees would be charged and was assured that my contract covered pick up, storage and final delivery. I would recommend to others in the future go use PODs and not UBoxes.
Stacey M24-hour notice before ubox delivery is easily forgotten
Yicheng QThe delivery truck in San Diego, CA, broke down and couldn't pick up the pods on time, which induced a delay of several days in Fairfield, ME.
Alexandre PUhaul is severely understaffed! Promises made about dropping my boxes off and picking up my boxes were always delayed. Trying to contact Uhaul for updates proved to be a 45 minute wait online. Not acceptable! The service otherwise was great. If timing is critical, I would never recommend Uhaul and you boxes.
Allen SBe careful for extra monthly rental fee! The U-box delivery schedule and pick-up schedule were postponed for several times and eventually exceeded one month. Because of that, I was charged for the extra monthly rental fee. It was really bad.
Jie SU box arrived a week late and nobody would have told me about it if I didn't call everyday to find out what was going on. When I finally did they told me it was pushed back to a different day and then on that day they said it was pushed back again. Basically if I wouldn't have reached out I would have no idea if it was coming. Luckily my roommates gave me extra days to move out because it ended up being way past my moving date. Once it was actually picked up there were no issues I would have just appreciated some communication. It's a lot of money to spend to not know when my box would be dropped off to load.
Chris HOne of the U-boxes out of 6 had a leak! It was an obvious older box. Our packed card board boxes along the door were wet and a plastic bin had about an inch of water in it and everything in that bin was damaged! Luckily the stuff in the cardboard boxes were bubble wrapped so they were not damaged. Beware - if you get an older box, it may be a leaker as they take that protective plastic off after they pick up your boxes. I complained to the lady that picked up the empty Uboxes and she said had to file a claim - haven't done that yet, not sure how big of a hassle since the damaged goods were under $500.
Mary MThe pick-up/unload process was easy. I received a call the day before my U-Box was ready. The contents were transported without damage.
Eddie LThis entire process was very stressful, the fact that no one could give me any information on where or what boat the ubox would be on was very frustrating so that we could track it. Only after repeated phone calls was uhaul able to get the box sooner than expected. If you have the opportunity to move the ubox sooner why wouldn't you? You have many many military that are moving to the islands and would love to have this option but the pricepoint is extremely out of sight, the lack of help on anything regarding the ubox, the inability to drop the box off in fallbrook because ubox truck was broken then to not be able to pick up because ubox truck was broken again. No communication unless we reached out, the people in hawaii were amazing maybe the people in san diego or even on customer service should learn from those in hawaii. You need to find a way to show like pasha does when the box goes on the ocean and be able to understand what is going on and to quote in the beginning 42 days knowing full well it only takes 5 days sailing to get to hawaii is a very broke system. This should not take so long to hand off to a freight forwarder to get it to hawaii. We shipped a car on short notice and had it 10 days later and we were updated at every junction. If anyone would like to get more information they can call 954-881-0128. Your system does not work period.
David and his team are top notch!
DON CDiamond Hands are excellent movers, professional, polite, and patient. I will absolutely recommend them to my friends.
David WAbsolutely wonderful and would definitely not only use again but recommend to others!
Elizabeth VEvery person I dealt with every step of the way was extremely professional, polite, and accommodating. It made the stressful process of moving across country SO much easier. I would highly recommend U-Haul's U-Box service to anyone!
Jenna Scommucation with customer more .
Emidio MWood UBox required crowbar and strength to wedge open door due to right angles having moved away from square. Metal UBox, used earlier, was much easier to work with.
Todd SOverall, 5 star experience. Even though I didn't pack my glassware properly, they came in one piece.
BHARATH PExplain random charges. Amount billed was different than quoted amount. There should also be an easier way to tell how heavy the u-boxes are while loading.
Alicia SNothing, keep up the great customer service and the convenience of the U-Box with the free trailer option
Daniel GDrivers both deliveries and picking up the box worked great
Mike TUnfortunately, my overall experience was negatively impacted upon the drop off of the boxes. The driver, for whatever reason, seemed uninterested in working with me to find a solution for the best place to drop the boxes. It was unnecessary, in my opinion, to make this transaction "uncomfortable" for both of us. We figured it out in the end, but it was stressful in the beginning. She was a good driver and quite competent moving the boxes around - I just wish she would have communicated with me better.
Eric LBe sure to include extra costs, like DELIVERY when discussing pricing. This was left out entirely from my first interaction wioth U Haul.
roberta cThe delivery woman was grouchy and would not go out of her way to help us. We phoned twice the previous week to insure we would get a fridge cart delivered with the Ubox and were told it would come with it. When the delivery woman showed up, she claimed she didn't know about it, it was someone in the office's fault she wasn't notified, and "we don't carry it at the office anyway," and it was up to us to drive to a Uhaul location to get one! The delivery woman in Star, ID (Davina was her name) provided far better customer service.
Darryl JRear view camera would be very useful.
veerabhadram deasy to pickup and dropoff. . very helpful staff
Karen jAbsolutely nothing. They went above and beyond what was necessary to make sure my trip started off on the right foot.
Deborah WThe guy at the desk should not have a job working with people. He called to scold me when I was late to pick up the truck by about 20 minutes. Evidently he never had to move and depend on friends for help. When I arrived, he was abusing another customer on the phone.
Andrew SMan working front desk was rude.
Brandalyn AThe location was easy to find and conveniently located. I went to the counter instead of using self checkout and the service was fantastic. Super friendly and helpful, which took a lot of the stress out of having to move on Christmas Eve.
Bernd FThe Cllerk Robert was rude has No people skills and does not recognize the value and importance of a customer he needs serious training in people skills
Douglas BNot sure why your system didn't pick up the online check in , the clerk that helped me asked me again the questions I've already answered online. Nothing to do with the clerk , may be on your systems, or the clerk training
Rodrigo VYour crews at both ends were outstanding. I have used your shipping service before and highly recommend it to family and friends.
Laura DI was told by the UHaul in Lakeside AZ that we could pick up 3 trailers with 2 boxes each at 8 am on 12/10 but when my boyfriend got there he was told that the boxes would not be ready until 1 pm...after much discussion he was told that the first trailer would be ready in 40 minutes. When our friend got to the facility to pick up the second trailer, he had to wait another 30 minutes. We finally got the last trailer home and one of the boxes was on the trailer backwards so it could not be unloaded. My boyfriend had to take the trailer all the way back to Lakeside so that they could forklift the box around. Not really happy with the whole experience at the Lakeside facility. Vivian and Alisa were amazing and phenomenal with the dropping off and pick up of the of the boxes as well as coming out to repair them. Great job ladies...not so much Lakeside. We were thinking of storing our RV at the Lakeside facility, but are now rethinking that.
Pam LAll went well!
Howard P | Expérience généraleI did not go to the facility but I am requesting a reimbursement of funds for ALL THREE of my boxes under Roberta, Elijah and Philip Gaballo. You have caused us turmoil in this experience. REFUND!!!
Roberta G | Expérience généraleExcellent experience.
KEVIN O | Expérience généraleDealing with the staff to delver my U Box was seamless from the Manager to the most pleasurable Ashley who delivered my unit. She communicated the delivery and pickup of the unit very well. Excellent!
JOE B | Expérience généraleMerci!
James B | Expérience généraleThe manager was great. Very helpful
Brenda F | Expérience généraleLe personnel était amical et serviable. It was a very good experience.
joani m | Expérience généraleRon and the team at Uhaul Mira Mesa are great to work with. Friendly, professional and prompt service. I would highly recommended!
ANN V | Expérience généraleExceptional and caring service on 9/5. Thank you.
GENEVIEVE P | Expérience générale