I have moved 24 times over the course of 17 years and have used U-Haul for 20 of those moves. I have recommended them to countless friends, family members, and acquaintances, however, my most recent move (San Diego, CA to Tempe, AZ in August 2020) forever changed my loyalty to the company. I will NEVER use them again, whether for long or short-distance moves. During my most recent experience, there were issues from the start. I called U-Haul to reserve rental equipment, which was a 10' truck, 580 $; a front-wheel tow dolly for 59 $; and a 5,00 $ environmental fee. Since my move was scheduled to occur over 3 days and included ~354 miles, my total cost was ~644 $. Unfortunately, mostly due to instability and uncertainty related to Covid, I had to postpone and reschedule this move for 30 days later: the end of August. This normally insignificant change caused my total cost to increase to 912,42 $. Although annoyed, as my previous reservation consisted of the same equipment, U-Haul explained to me that this discrepancy was due to an increase in demand for rental equipment. Fine. Then I was initially given a pick-up location off of India St. close to where I lived, about 4,6 miles or 7 minutes away. Then, about a week before my move, they changed my pick-up location to the Liquor Bottle in National City, which is twice as far. I assumed that this was also due to demand. Yet after remembering that U-Haul had accommodated me previously by moving pickup locations, realizing that this change would incur additional mileage and gas costs and since calling was a waste of time, I decided to visit my local store on Adams Ave. I spoke with the manager about changing my pick-up location to his store, and, although try as he may, he was unable to accommodate the change. So with that being that, I went home to prepare for my move. The morning of my move, July 30th, my partner and I head to the Liquor Bottle to pick up the equipment. We met the owner/worker of the store and left with just the truck as we had planned to pick up the tow dolly later since it being attached to the back of the truck would impede our ability to load the truck. After the truck had been loaded, I now have to drive this heavy, fully loaded truck, another 9,5 miles and 18 minutes, back to the Liquor Bottle to get the dolly attached. Back at the Liquor Bottle, after a discussion with the same owner/worker with whom we had spoken to previously, it was determined that no one knew how to hook up the dolly. The owner/worker sent me to an official U-Haul store down the street where â€œsomeone could help meâ€. When we arrived at the official U-Haul facility, on Wilson Ave. in National City, we had to wait in line to pay an additional 25 $â€œequipment installation feeâ€. I paid the fee and went out to have my vehicle hooked up by a U-Haul representative to be told that, for liability purposes, he could not drive my vehicle onto the dolly, therefore, I would have to. Not only did this make me extremely anxious and nervous for fear of driving off the other side or otherwise somehow damaging my vehicle, but also upset and angry as I have now been told by three different representatives that someone or other would help me, without explaining that I would have to it onto the tow dolly myself. So, I drive my vehicle onto the tow dolly and back down a few times trying to get straight or even enough to strap my tires in. Finally, the U-Haul rep said it looked good and proceeded to strap my tires in. I asked him if he was sure it was secure since he had been examining the straps as if he didn't know what he was doing. I even commented as such to my partner who said that they thought the same thing. Thinking everything is good to go, we head back to the apartment and finish preparing for the next day's departure. When we arrive I notice that my vehicle has shifted completely to one side of the dolly to the point where the side of the tire appears to be slightly pinched against the inside of the wheel well of the dolly, when a sticker on the dolly itself clearly states that there must be â€œat least 3 inches (on both sides)â€ between the outside wall of my tire and the inside wall of the wheel well. This was unnerving so I went back to the U-Haul on Adams Ave. to have the manager who previously assisted me look at it. As soon as he saw this he too seemed shocked. He shook his head in disbelief and confirmed with me that someone from an official U-Haul facility actually did the hookup. Due in part to his reaction, I took a closer look and what's more alarming, is that the strap on one side was so loose that it could be pulled down to the side and off without any effort at all. Upon further inspection, what's even more alarming is that my vehicle has not been strapped down properly as is evident from a crucial step clearly written on the label affixed to where the strap is to be inserted. From the picture, it is plain to see that the tire strap should have been routed behind the tube indicated, which it clearly had not been. This means that my vehicle could have come loose and/or potentially off of the dolly completely at any point while drivingâ€¦like to the U-Haul store or during my 5+ hour interstate move. Therefore, if my vehicle had not clearly shifted, the straps had not been noticed, or if I hadn't had the foresight and concern to have the equipment inspected, my personal property, as well as my safety and the safety of others, would have been unnecessarily put in harm's way due to the ineptitude and negligence of and general lack of disregard by ALMOST ALL of the U-Haul employees with whom I had worked that day. Gone unchecked this could have led to the damage or destruction of my vehicle and/or other property and could have hurt, or worse, killed me and/or others. I was obviously very shaken by the whole experience and from just learning how serious the situation could have been. It was then, even if the tow dolly and my vehicle had been hooked up properly, that I decided I couldn't do the drive as originally planned because I would be worried, anxious, and stressed the entire time, and hypervigilant with every little noise or bump in the road. I had to make other plans, which meant my partner taking off of work so that they could drive my vehicle to Arizona while I drove the U-Haul. Again, this meant incurring wear and tear on my vehicle and additional fuel costs not to mention the time, energy, and money that my partner spent in helping me get to Arizona and then getting themselves back to California. Also, I actually had to buy two new front tires for my vehicle, which could have postponed for months since I hardly drive. After everything was said and done I DID file a complaint with U-Haul, which the manager at the Adams Ave. store actually initiated on my behalf. After over a month of â€œnegotiationsâ€ between myself and Cesar - the area field manager - and Cesar and his superior, they agreed to refund me a portion of what I paid for the move. I begrudgingly settled since the additional, unplanned expense had been put on a friend's credit card, who had been pressuring me on its settlement. All things considered, I believe, as does my sister-in-law, my partner, and my friend who loaned me the capital, that I should have been reinstated for ALL of the costs associated with the move rather than just a partial refund, a gesture they are still capable of making. I hemmed and hawed at even writing this review, which explains why it's coming through so late. However, after further consideration, I was just too outraged and disappointed to let this go. Aside from seeking restitution, I'm also writing this review as an attempt to help others identify this and other potential issues of safety as well as ensure that ALL U-Haul representatives are appropriately and adequately trained on all equipment and its installation.Van R.
Trailer Rental & Towing in National City, CA at The Liquor Bottle
(Concessionnaire U-Haul dans le voisinage)
Pour nous contacter
National City, CA 91950
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- Lun - ven : 9h am à 3h30 pm
- Sam - dim : 9h am à 1h30 pm
One-Way and In-Town Local Rentals in National City, CA 91950
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The cashier working that night, an older man, was rude and cruel. He made it seem like I was an inconvenience and a nuisance. He seemed like he hated his job and people, but he seemed chipper when I got out of his way so he could be on his phone. I would never go back there.Josette A.
This was the worst experience. My reservation was cancelled the night before without notice. I had to call and get another reservation, that reservation was approved and they sent me the location. When I get there at the time I was given the store was still closed. I wait 20 min and finally call the customer service rep and they tell me they can't get in contact with the owner, so they send me to another location. When I get to the other location the battery on the truck is dead and have to wait for the mechanic to charge the battery.... my reservation that once was at 8am and got cancelled without notice, it is now 10:45am and I'm still waiting. The owner then tells me to wait 5 min for the battery to charge. Once I get in the vehicle I see the stabilitrak light is on, he tells me don't worry about it (i think to myself I don't think sensors come on for no reason). Finally get the truck... On my way to turn the truck in, the battery dies and i have to jump it with my own vehicle. I used the truck for less then 3, filled it back up to where it was at when I picked the vehicle up and they have the audacity to charge me an additional $60 for fuel and filling it back up when I left the fuel tank the way I received it. I have pictures to prove it, these guys are scammers and only want your money even tho the equipment being rented isn't up to par.Sebastian P.
The gentleman behind the counter,to say the least was nice and let Me ask questions.Jamie B.
The problem is not within the locations; it's within the company where they overcharge you for time, miles, gas, etc. I'm not a happy customer. Charging $57 other than $237 was not a fair deal!Pedram D.
I wasted time trying to get a lock off that wasn't taken off prior to me getting the trailer. Didn't get to do what I needed to do. Very upset I basically wasted 80 dollars for nothing.Manuel M.
was easy to use and return.. good customer serviceAlejandro G.
Honestly need to lower your prices, crazy expensive and should let someone know about the $30 rental charge before renting.Nikole V.
The only issue was that I reserved a dollie in advance for the move and when I got to the place personnel said he ran out.Roberto L.
Your truck has horrible horrible gas mileage. I just needed to move an up right piano. Maybe 200 lbs. Wanted a trailer and on a time crunch. 13.1 gallons of gas in 30 miles...2 miles to the gallon on an empty truck....FML lesson learned.DANIEL C.
Have the vehicle/truck reservations on your website/mobile app updated to you in store locations. Arrive and my reservation wasn't ready at the location. I had to waste more time and gas money to acquire my service. Overall, worst experience ever and I used U Haul before. And didnt put a designated drop off location on the contact and was unclear with contract details in. Terrible third party.Nolen H.
Tight small space on a busy narrow street. A challenge to back-in but the liquor store clerk got in and backed it up. He was very helpful.Eva S.
The car was almost brand new and had little mileage. The problem is that we were charged for twice the mileage. From the U-Haul location to San Diego State University was 11 miles. We did a round trip. This should have been 22 miles. The U-Haul location is a block away from my house. After unloading the equipment I went to the nearest gas station. Let's add 5 miles, this is being very generous with the miles. At most 22+5 is 27 miles. We were charged for 50 miles. There is absolutely no way we used 50 miles. When we arrived , the paper documents said we would be given a U-Haul with the gas tank already filled at 5/8. But I took a picture of the car before we used it and the gas was at half tank. Not only were we charged double the miles, but we filled the tank to 5/8, when it wasn't given to us at 5/8. I was disappointed to be taken advantage of during this pandemic. A 50 dollar extra charge for miles and gas that we didn't use may not seem a lot to some people, but with two daughters in university and a husband in furlough, we can't afford this.mercedes C.
Needs better drop off access,own was helpfulJared T.
Location in a neighborhood, on a busy street, on a hill. To drop trailer had to block traffic, back over a curb, across a sidewalk, through a narrow gate, down a steep hill. A person not used to backing trailers could not have done it.Jerry W.
The guy had no idea what he was doing left my fiancee to figure out how to connect rhe trailer on her own location was hard to find due to very little signs around and the driveway was very steep and caused damage to the bumper of our carAshley S.
The uhaul representative at the National City location was very helpful, he showed us how to hook up our transport since it was our 1st time doing this. I would definitely recommend this place. ??leticia G.
I had some trouble with the mileage out. The truck had 21 extra miles then what was on the contract. I tried to get a new contract, I also phoned customer service. Who told me they annotated it but, when I returned the truck those notes were not there. I had to explain everything all over at the drop off location. I was helped at that point. Inside the truck was dirty at pick up.Ernest V.
The owner at The Liquor Bottle was very new as a new owner and was unfamiliar with your system but he was very professional in the way he handled the matter even though it took an hour. His location needs to be improved for trailer access. I had to put the Suburban in 4 Wheel drive to exit his steep access.Danielle D.