First of all I would like to say this comment should not reflect on the store we are so grateful for Danica and her wonderful customer service. We reserved a truck in Jan of 2024 for our move on March 23rd of 2024 I was notified via email my truck was available to pick up on the 22nd I called spoke to Michael, made him aware that we were in North Carolina at that time, we would be flying into California on the 23rd at 12p and picking up truck by 1:30 at the White Oaks store which was on our way out of town. Getting closer to our trip I received several emails moving pickup location, while we were flying and had no phone connection I was notified if I did not respond by 11:30 that day my truck would be cancelled, It was but we didn't find out until we landed, almost had a cardiac event, called uhaul they rescheduled for the Fremont store which was not on our way out of town, while standing in the store received an email that our truck was at the White oaks store. Thank the lord for Danica she cancelled the original order wrote up a new order, got us a truck and we were on our way, I tried to do the mobile check out to notate the damage on the truck that was not marked, the truck was not clean, gas was less than notated on contract , as we were driving my niece was in front of us driving, called made us aware that a headlight was out, while driving it started raining hard, wipers fell apart half way to our destination, called uhaul I was told to keep my receipts for reimbursement thanks be to God that my husband is mechanically inclined he was able to repair all that was wrong, I cleaned the truck for our trip cross country needless to say this was not what we are used to from Uhaul we are a military family, we have moved numerous times and used your trucks always but we may reconsider that in the future.
Elaine HCustomer Reviews for U-Haul Moving & Storage of Thornton
Testimonials From Recent Customers
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They were polite, courteous and on time for everything. The job was well done.
Linder RBien
Henry CThe service was smooth. The vehicle was well kept and clean. Great job by the representatives out there. They did a great job in assisting me.
Rovin BThis comment is not about the rental location or service, but is about the equipment itself. Uhaul has eliminated the "D" rings from these trailers which makes it very difficult to use tie down straps on the rear wheels of a car. There's no place to attach the strap hooks. There are also no D rings up front for people who use their own straps. For these reasons I probably will not rent this type of trailer from you again. Thanks, Perry Hunt
Perry HThis person who took my trailer request was very well spoken and concise about the rental terms and agreement and use of trailer and hitch. Thank you Bill k
William Kgreat service and cleanly kept storage units/areas. manager Evan is great!
Fernando O | Expérience généraleHad to buy a new backup camera after installation, but was working fine before installation. Installer said had to disconnect it and move it and then pu back after installing hitch. When I got into truck, I asked installer why my backup camera wasn't working and that's when he told me. Before instal, they said camera would be a problem. Costed me $150 to have it replaced!
David GGreat staff
Robert HI just am disappointed, that the Uhaul location- 5 minutes walk away from me- no longer has pick up trucks in their fleet to rent. To get a pick up, I had choice of going to Oakland or Fremont. I live in Hayward. As far as my experience with the Fremont location, it was excellent.
SUSAN MDidn’t get latest cargo but service were best and equipment were good.
Sonu SExcellent the attention they gave me for everything I needed.
edwin rKeep on doing the same thing
ANTONIO PCheck in for first time, at approximately 9:00 pm March 26 2024, checked out approximately March 26 2024. Kenneth Cox
Kenneth C | Online Move InI'm not sure anything can be improved. Everything exceeded my expectations with the whole process and it was well worth the drive across the bay.
Jeff DGreat staff. The manager was super helpful.
Chris LLoved it. Great customer service.
SALVADOR CWhen check in that is shown how to operate vehicle controls and do a visual inspection BEFORE customer takes vehicle
Sandra SWould rent absolutely rent from again!
Mike oI couldnt complete web return of equipment. It was very frustrating
Pratik SGood crew, prompt and super helpful. Renting and returning were a breeze!
Mihir PI had a bad experience with the fueling of the Van. For low mileage like 30 miles I expected to fuel not more than 2 Gallons. The first time the fuel indicator started to move was after fueling more than 4 Gallons! And yes I did wait after each fueling to check the indicator change again. Something was wring with that Van.
Ali SIn and out quick service even when I didn’t schedule a pick up
Felicia SThe first trailer offered we noticed had a tire that needed air. The CSR was helpful in gathering a better condition trailer.
DERECK CThe only thing that bothered me, was that the salesman didn't know how to lock the trailer to the hitch.
Doug MWas missing one of the ramp spring loaded keeper pins. Had to use a bungie cord to keep it up while transporting the car. They did credit me back for the missing part.
JOHN DThank you, the wonderful service, through the years at your Thornton Ave. location in Fremont, Ca. Special appreciation to Manager, Evan. (Storage). Sincerely, Matt & Sandra Foley
MATTHEW F | Expérience généraleNo problems what so ever Thank You Steve
Steve CI was very impressed with the service from start to finish. Kent called me a day prior to my appointment, was able to get me in early and finished the trailer hitch install quickly. Overall, it was a great job and great customer service. Truly impressed.
micheal rTruck wasn’t shifting gears when I returned it to the nearest location you guys tried to charge me $1500 then $745 when the only reason it was returned at that location is cause it wasn’t running right
Samie TThe so called UHaul Gaurantee for reserving a particular equipment or UHaul will reimburse you $50 is completely misleading and false. I reserved a 5 × 8 trailer few days before pickup and when the location didn't have it when I went for pickup, they refused to honor this so called Gaurantee and said I could either take an "upgraded" trailer (which I didn't want) or complain to Corporate. I finally had to take a bigger trailer, which was not what I wanted and very inconvenient as the location would not cancel the reservation and honor the Gaurantee. False advertising or lack of employee training, it doesn't really matter, just don't believe the so called Reservation Gaurantee they keep showing when you make a booking.
Asheesh BThe truck worked great and service was fast. However, the truck was at about 1/8 tank when I picked it up, and I was told if I returned it with 1/4 tank of gas, I'd get a $30 credit. I feel like that was pretty misleading, because it wasn't a $30 credit off the price they gave me, it was a $30 credit off the $30 gas fee. So really, it was just me avoiding a fee rather than discount off my quoted price. I just don't appreciate how it was phrased to me. It seemed intentionally misleading.
Jude GThe Staff is very courteous, professional and knowledgeable. The facility is clean and welcoming. I had a very pleasant experience and the service was excellent. Merci.
Daniel BManager was the worst guy i ever had as customer service he treated poorly and would never come to this store again just because of that guy the manager
Eduardo AThis is my home office. I rent from them often. They are always helpful and get me whatever I need. The Thorton Ave location in Fremont CA is a 5 star location without a doubt.
Joshua HI returned the equipment to a staff, who told me that I'm good to go and will get an email. Never gotten the email, but instead a call from the store the next morning asking me when I'm going to return the equipment. Ended up being charged a overnight inspection fee for something mishandled by the store staff.
Jinqiu WFor 12 or 13 miles you charged me for three gallons gas.
Jamshid NOnly the phone set up ,it's hard to speak to someone at the storage location, it seems you always get a representative from the call center,
Melody D | Expérience généraleTrailer was beat up and worn. Made you wonder if maintenance was being maintained. It worked for my needs and i had a short trip. Staff was excellent.
Kevin FOur company has been renting U-Haul truck on at least once a month for a while now and I have been the one who always come to pick up the truck. After everything went so well all of this times, so I trusted the service peoples there, so yesterday I didn't check the truck, fuel before I wrote away (I was told that fuel was at half tank). I drove the same route and I only drove 21 miles. After I completed my task and went to the gas station to fuel the truck back up. First, I purchased $10 / $4,99 per gallon. Then I found out that it wasn't anywhere close to half tank mark. I ended up spending $20.xx . I realized that the person who helped me at the counter when I checked out the truck wasn't honest or he was just making a mistake. I wouldn't never knew.
phu hLong waits. Told returns were done outside, stood outside for 10 minutes and no one ever showed up so had to use the app instead. Parking is really unorganized, so you may have to park your car on the street if you're leaving your car.
Christopher SThe only thing I don't like is that they marked the gas incorrectly. This has happened with my last 2 rentals. Its market at 1/2 tank & was under 1/2 tank. I don't think thats ok to do employees should take their time and look at the correct gas gauge and market correctly.
ESMERALDA MEverything was great. Thank You!!!
Muhammad KCont excellent service
Mitch VBe aware that Puerto Rico is part of the United States and my license was considered as international when I have a PR real id license in compliance with the United States Real ID Act of 2005.
Carlos SExcelente
jose bFirst time using u-haul box. I am pretty impressed and already recommended to my families and friends.
Evelyn PStaff very friendly and helpful great experience.
earnie wThe UHaul app on Android didn't work, had to keep going back to the browser to do check in or check out. Folks at the local UHaul were great.
Aaron WAngelina T provided an excellent custom experience. She efficiently helped me rent a vehicle and understand the contract. She was also happy to answer my questions about the vehicle dimensions and was kind on the phone when verifying my reference phone number.
Ahmed AGreat service
Fakalelu tThey were very helpful and answered all of my questions.
Brad WFernando went with me to the unit and explained everything to me. He was very courteous and nice
Kristina Z | Online Move InUHaul has the prices on moving and storage supplies. A mattress cover set at my local store is 15.95. At the Home Depot it is 10,95 for just one mattress bag, not for the set. I just went through a major move and my local store was immeasurably helpful. Even offered a dumpster use for a nominal fee. I will never move again without UHaul.
Patrick H | Premières impressionsThe reason for average: We need elevator for first floor storage unit. It is missing.
Kiran T | Expérience généraleThe timing was good I got through it enough time to get an available small storage and it worked out perfect thank you
michael v | Premières impressionsOnly complaint- was not able to contact the on-site staff, no matter when or how many times I called.
Kimberly D | Expérience généraleThe person that assisting me is friendly and kind
Imee P | Premières impressionsThere was one time on a Sunday I needed to get some things out and it not opening until whenever it opened was an issue but since I only ran into that issue once so can’t complain too much
Amanda G | Expérience généraleThey saved our moving day by being open and having the perfect storage. Smooth online process. Two thumbs up
Ana F | Premières impressionsIt’s excellent the the people who ever work in this facility?
Akram M | Premières impressionsHad an exterior unit and unfortunately, I was unable to get my sofa into the unit due to the size of the door. Be that as it may, another issue I encountered was large pools of rain water right outside the doors of all the units on my side. Noticed a rain gutter about 15' from my door and the rain water just collected on my side causing me to have to hop over the water or step right into it soaking my shoes. Imagine having to do that with hand full with oversized objects such as flat panel televisions.
Raymond R | Expérience généraleI would have appreciated having a light available in my unit. I really appreciated having a remote to open the gate! Staff & management were always friendly & provided excellent service & support. Merci
Laurel S | Expérience généraleAn elevator would be nice. I had a unit upstairs and it was hard to carry all my stuff to my unit. Then I have to upgrade to a bigger space which means, I have to move it downstairs. So yes…elevator would be nice. But very friendly staff. So, thanks you all!!!
Shiela V | Expérience généraleVery helpful staff. Storage and moving rentals at one place is a plus.
Prithviraj S | Expérience généraleIn a stressful situation, uhaul was a helpful hand. With friendly people to make it smooth and easy.
Mario G | Expérience généraleOnly wished that they had elevator where I was but hey at the low prices can't complain very helpful thanks for keeping my stuff safe for years
Mary B | Expérience généraleAll Assocites were courteous, helpful and professional. Signed Ralph P Davis.
ralph d | Expérience généraleAppreciate the staff and my cashier was very helpful and friendly.
RICHARD B | Premières impressionsGreat employees you have thanks for all your help
Ginoricci V | Premières impressionsThank you ill apriciate
elinio l | Expérience généraleEvan manager is very nice, pleasing and professional. He helped me though he was busy running around multi-tasking. Staff members are also very helpful and quick to serve and answer phone calls. Fortunate to have them at our local UHaul.
Mukesh A | Premières impressionsAll your staff we encountered were helpful and friendly
JAMES W | Expérience généraleVery nice and helpful. Customer service person that help me was.great.
Traci G | Premières impressionsRecomendado 100/1000
Maria R | Expérience généraleI think you should rethink about the storage units on the second floor. No elevate?
ANTHONY P | Expérience généraleThe staff was Very professional and helpful!! The manager Evan is AWESOME!!
MELVA Y | Premières impressionsLove this unit as they were open for 24 7 access however some staff weren't aware of this and were rude. But I would definitely rent here again if the location was convenient
Amberlynn M | Expérience généraleRented out a unit I had reserved to someone else, gave me a smaller unit, struggled to find it when trying to show me where to go.
Joseph H | Premières impressionseasy to sign up on line and good customer service at the check in desk!
Colleen d | Premières impressionsWell Deserved Accolades to Uhaul....I have been working with you for years...this was my first time using your storage service...what a pleasant experience....Thank You...
EMILY S | Expérience généraleThe storage access hours does not reflect the correct timing. I saw the access hours and had a truck loaded with my stuff ready to unload and the building gate is locked. The office hours are done so couldn't contact them and the customer service wasn't helpful on call. Had to end up paying a lot more for the movers to come back and unload, very unpleasant experience.
Forum K | Premières impressionsBien
JOSHUA C | Premières impressionsThe employees who work at this location are well informed and very friendly and easy to work with - would definitely recommend.
Roberta P | Expérience généraleVery nice crew at their place, however a lack of having a lift to the 2nd floor and very narrow isles made it very difficult to move my items
Johannes H | Premières impressionsYou sent the survey before confirming close out of the unit. I assume you found all was in order.
Michael F | Expérience généraleThe upstairs indoor units could have wider doorways. We had a lot of trouble getting a sectional couch which breaks down into 5 or 6 individual large reclining chairs into it because of the size
MARGARET S | Premières impressionsAccess to unit is very difficult when moving without elevator
THOMAS T | Premières impressionsMoving is very stressful; it is frustrating that there isnt someone at the return area because they are busy elsewhere. You set it up giving the impression its like returning a rental car - but its doesnt work as well.
Michael F | Premières impressionsWould have liked somethhing that could move stuff up stairs, but the process was smooth
Christopher T | Online Move InEs excelente el lugar y el servicio personal 👌👍🏼
Sara D | Expérience généraleVery convenient options to access the storage unit. Getting in out of the location was a breeze.
Samar R | Expérience généraleIt’s better to have elevator or tools to help carry heavy objects upstairs if the storage unit on 2 nd floor
Emi O | Online Move InBeen with this location for a few years. Never a problem. Easy access and conveniently located off 880. Friendly staff. Rented trucks here too. Definitely would store my belongings here again!
monica m | Expérience généraleThere was always respect & professionalism between staff & I and staff to staff. Thank you guys for your help.
val d | Expérience généraleThe Thornton Avenue store and storage has been excellent - honestly the staff is friendly and knowledgeable and the storage area is clean and appears safe.
Roberta P | Premières impressionsFuimos muy bien atendidos. Gracias
Julio R | Premières impressionsJust below customer service margins.
Robert P | Expérience généraleOverall your fees are too high. No bang for the buck. Many other storage facilities are as good and less expensive. I spent over $2000 for a year. Sadly, next time I may shop around for a better deal
Steven B | Expérience généraleI am pleased with the service. However, when I brought an unsafe and damaging incident being performed by another tenant to the attention of one desk clerk, it was ignored.
Claud E | Premières impressionsNot enough access hours for indoor storage
Mayra G | Premières impressionsGreat professional service
Chad W | Premières impressionsWell informed and willing to show the units at all times for visual inspections great prices and great customer service.
juan l | Premières impressionsBuilding wasn't always unlocked near the beginning of access hours. Automatic lights go off too quickly i.e. when doing work in the storage unit. This requires waving out in the hall to turn it back on but it's still a bit of a challenge because it can get down to near total darkness. If there were a dial timer to keep the lights on this would be a lot easier.
Demitri M | Expérience généraleAppreciated the cleanliness and help from all staff members.
NADINE V | Expérience généraleDiego was very pleasant and helpful!
Lian R | Premières impressionsExcellent. But I never received a confirmation that I moved. I was paid up to 6-18-2020 & moved out on 6-1-2020. I should have received a refund but didn't
Laurie G | Expérience généralepersonnel amical
Jackie B | Premières impressionsHad the same staff person checking in for a unit and checking out. He was slow moving and glum. Other staff didn't seem any better, as I was observing while waiting. The storeroom area smelled strongly of pesticides and ?marijuana. People looking for day jobs were wandering in the back area as they could walk in the security gate when open. 30 days was free, but no desire to renew!
Georgene M | Expérience généraleFantastic staff! Went the extra mile for me! Cannot recommend enough! Thank you!!!
Paul V | Premières impressionsManagement is professional and reasonable to deal with. Nous les recommanderions à des amis.
RICK C | Expérience généraleThis Uhaul is the most well organized & has the most knowledgeable staff in all the Uhauls I have used. They made it easy for my move and storage, definitely recommend for your moving or storage needs
Donovan C | Expérience généraleAll of the employees were very polite and helpful. Overall my experience with U-haul was great I would definitely use your services again and refer my friends to use your services as well. Thanks
Linda M | Expérience généraleService was good.
DEBORAH C | Expérience généraleCustomer Service was excellent throughout the rental process! All my questions were answered and I look forward to doing more business in the future. I was not aware of U-Haul's storage and signed up.
Roy O | Premières impressionsoverall a very good experience
Janet H | Expérience généraleVery friendly and helpful staff
HANNAH H | Expérience généralePlease give your staff a break sometimes. They work tirelessly dealing with not so kind customers. They were very courteous and helpful.
YASUKO S | Expérience généraleThe phone call I made to make my reservation failed to inform me that I would only have 2 hours to do the entire move and my storage unit was on the 2nd floor with no stairs. I am so angry with y'all
Arden W | Premières impressionsIt’s great location and have good employees 👍
Griselda C | Expérience généraleOutstanding customer service and quick delivery of rental.
linda s | Premières impressionsservice was excellent.
Malkiat S | Premières impressionsThe process was smooth and efficient
Elyssa J | Premières impressionsGreat service, thank you all.
catherine m | Expérience généraleKind, friendly and helpful staff. Checkout of storage unit and checkin of trailer was straightforward
Megan J | Premières impressionsThank you for the 30 days of storage while I was getting settled.
Kathryn P | Expérience généraleGreat customer service and helpful
Griselda C | Premières impressionsAbsolutely excellent, even provided assistance when moving. Really appreciate this facility!
Daniel C | Premières impressionsnice friendly staff, excellent service!
Isidore J | Premières impressionsThe first truck was not safe to drive. I returned to the U-Haul Newark (or Fremont) for another, reliable truck. The staff had another truck in 5-minutes and I was back on my work. Merci.
KENT C | Premières impressionsEveryone was very helpfull and professional especially Aaron she always had a smile on her face. Very pleased with all aspects of u- haul so far. My pods are being delivered to Washington on May 14
Rebecca C | Expérience généraleThis Thornton Ave, Fremont location, is by far, THE BEST RENTAL with STORAGE FACILITY I've ever used. Staff is courteous, able & very knowledgeable Facility is clean and secure. Mngmnt is top notch!
Rachelle H | Expérience généraleNone.
Berlalie C | Expérience généraleUhaul rep Diego Smith was wonderful & went the extra miles to assist with our storage needs. He was knowledgeable & polite in performing his job. Outstanding employee!
Phillip V | Premières impressionsAfter 22years at U-Haul I had to let my junk go.Thanks U-Haul it's been fun.
BRIAN K | Expérience généraleMerci
James S | Expérience généraleThank you so much for your service
candy l | Expérience généraleThe lights in the hallways would turn off automatically leaving me in my storage unit in the dark many times when I was organizing. I had boxes fall on me because of this.. not safe no lights in unit
MONICA Q | Expérience généraleGreat staff!
Helena C | Premières impressionsClean, fast, kind service, good access.
Brian W | Premières impressionsS.O.
Carol S | Expérience généraleExcellent,early coming,professional moving.
guiping z | Expérience généraleGreat customer service. Thank you for your help.
daisy b | RéservationEmployee Fernando Ornelas was great. The other times i visited, it felt like i was at an army boot camp. Loosen up customer service staff!
Thomas k | Expérience généraleEveryone was Great
Michael R | Expérience généralevery good experience thanks
hesham d | Expérience généraleGreat storage, can be reserved ahead of the time which is recommended. Otherwise, the storage room may be on the second floor and far away from the entrance door. The staff was helpful.
Long C | Expérience généraleVery Helpful
Victoria M | RéservationYes I was wondering if there is any kind of a price break for having the storage beneath the stairwell as to you only get half of the space although I was informed this did not realize space
Neil G | RéservationNo elevator to transport heavy furniture to the second level. Very inconvenient. Forces you to rent a much more expensive lower level unit.
Thomas k | RéservationEverything went well!
Khiem T | Expérience généraleThis was the nicest U-Haul I've ever been to! People were helpful and professional. Great communication and service. The bathrooms were clean and the facility was neat and well maintained.
Joseph M | Expérience généraleExcellent service à la clientèle
LEDOUX W | Expérience généraleGreat service
lawrence s | Expérience générale