Extremely terrible and rude customer service. Simple questions were met with very rude responses. The woman sounded tired and bothered to have to answer the phone and simple questions. I politely sad good bye. I’ll call another location tomorrow.

WoW!!! I came in to get new wiring for my hitch and was quoted about an hour so I decided to hang around and wait. There were some unexpected issues that came up so I ended up being there over 2 hours. Joshua went above and beyond with customer service. He kept me updated on wiring and issues the whole time, made sure I was comfy and had a chair to sit in, even gave me a Gatorade and then finally topped it off with a discount on my bill for waiting so long. I’m very appreciative of all he did. Thank you!

Well, I’ve never seen a business work so hard to get a negative review, but you put in the work so here you go.First we were there waiting almost 10 minutes in an empty store wondering where any employees were. When we finally called an employee from outside to come in, he intentionally went to another customer who had come in after us. Luckily, that man knew the situation and pointed out that we had been waiting.When we finally managed to get the truck, we arrived at our destination to discover we were not given the furniture moving dolly (or the utility, we asked for both but only received one of them) which made the planned move take much longer.Then we arrive back at U-Haul to use the storage unit we booked and we can’t get in. No clear signage other than the sign in front saying place your information in, the email saying place your information in, and an after hours support call. We called after hours support and received no call or text back. Luckily we managed to find the side door for after hours entry. After all of that moving, we go to return the truck and there is zero clear indication of where the drop off box was. Some simple signage would have prevented so many issues. Having employees who cared if your store was empty or you had customers waiting would have prevented so many issues.But hey, when all was said am done, I said forget it, we finished, just move on from the experience But I contested my final payment saying something wasn’t right (the missing furniture mover) and you still charged us for that! So congratulations, you worked hard for this negative review and boy did you earn it.

Fantastic service. Jonathan was just the best and worked with us through an insane day! We simply cannot say enough good things.UHaul execs, this is how to run uhaul. He knows what to do, how to work with the customer and solve problems.

By far the best u-haul experience Ive ever had.Thank you all so much.

I frequently rent trailers. I have found this to be the best location, even though it is further away than other options that I have. The staff here is very friendly and helpful and that has always made the difference for me. Great equipment, fair price, with a very capable and friendly staff!

Miguel, Miguel and Josh were very friendly and helpful. Specifically, Miguel helped me wire a wiring harness up on short notice when no other uhaul would help me, he really helped me out and I cant recommend this location enough.

So I show up to this place to fill propane tank for rv at 6:33 even when I told them was for rv and had fridge running on it they said they quit filling tanks at 6:30 you would think that 3 minute wouldnt be a huge deal but according to them they really dont care. Maybe you should change your website to reflect you only fill tanks till 6:30 not a minute after. Ill be sure to take my business elsewhere who offer good custo.er service and will take the time to accommodate a customer.

Really good service the men there were super nice. Tha k you for making it so easy to pick up

Good place to go get your uhaul. Staff is really nice and professional.

Passenger seat belt not working. Windshield filthy. Rates OK, Truck OK. Not the best U-Haul. Just OK. 2 stars because of safety issues (seat belt and windshield).

I took so many time truck from here, every time was great but this time not so. The information not provide properly ( according to uHaul need to read all the docs provided by them) and it costed me extra $20. I took uHaul truck for few hours and returned after hours but not confirmed return in the app, so next day I was charged $20 for a minute job to check gas and presence of truck in the store. I felt $20 is ridiculous where rent for a day truck is $19.99.

I rented a trailer and had them install a hitch and lights to my SUV. The wrong parts were used and the lights that were installed wouldn’t turn off, so I was forced to call the 800 number for roadside assistance. The company they sent out was terrific and fixed the wiring by having to re-wire the entire job - that cost over $350.00 and to “satisfy” my upset, which actually cost me leaving a day late as well as an enormous hassle- a refund of $44.00 for their WRONG part they installed in the first place. After a minimum of six emails back and forth, absolutely no resolution and awful customer service. I would never, ever recommend having a hitch installed at this u-haul location. They have no idea what they are doing and worse than that, don’t take responsibility for the mistakes they make. Lots of alternatives. Don’t go here.

Inquired about installing vehicle tow equipment on my F-150 to tow a jeep. U-Haul at San Mateo said I would be able to tow after having their location install the required brake controller, only to find out later from another employee that I was unable to tow THEIR trailer with THEIR equipment. Bottom line, there is inexperience at their location and lack of being able to provide me with accurate info after being direct and having them install U-Haul parts. Fact check and cross reference all they tell you. Do not recommend.

We were sent to this store from the one on Central, after we discovered the truck we had reserved was broken into overnight and they couldn’t accommodate us.Eric and his staff took great care of us as soon as we arrived! He was able to get us a different truck with low miles for our one-way move, and we were in and out the door in less than 15 minutes. I definitely recommend this store! Thanks to the folks who helped us out!

Made an appointment to have a hitch installed on line. Credit card gets charged as soon as you save the order. No issue with that. You get informed that someone will contact you to confirm an install time. After three days, with no one calling, I called them. Instead of speaking with the store directly, you get a phone agent at a remote location. Spoke with the agent, she said they could not do the scheduled 7:00 AM install. Have no idea where a 7:00 oclock time came from? However, I was fine with that and said just give me the time when can you do it. They gave me a time and I got an email confirmation...short time later some one named Joshua from the store calls me and says they cannot do the install at the appointed time. ????? OK tell me when you can do it...I am told five days later than the scheduled appointment. I say OK are you sure because I will be driving 25 miles to your location. He says he is sure. In addition I ask how long the install should take and I am told 90 minutes to 2hours. I ask if I can wait...he says of course. I show up for the scheduled appointment and the guy behind the counter says he will see if he can squeeze me in. I get a little perturbed and tell him I have an appointment you guys have rescheduled 3 times. His response is that he does not work in the hitch installation department??? Then he cops an attitude and throws his pen down. This guy couldnt spell Customer Service on a smart phone with a spell checker. Finally got it installed. Only bright side is the young guy installing the hitch was a hard worker and knew what he was doing. Also, this place does not even have a chair for customers to sit down. So...let the buyer beware

I’ve been by for a number of needs, and these folks are the best. I had a rusted hitch receiver, and the owner herself along with hitch pro took turns filing it out for about 15-20 mins. Super friendly and responsive, thanks, gang!

The gentleman at the front desk was the rudest person Ive ever met, I will never do business at U-Haul on San Mateo ever beware of this guy! He thinks hes funny and hes not did not get a name because he was so rude

If I could give our experience a 0 star review I would. I have never been treated so horribly ever! So we called the U-haul on Central on April 15 to make a reservation to pick up a 27 Foot truck with a slide in tow hitch so that we could tow our travel trailer for our move. We were called the night before, April 26th and told that we would not be able to pick up our truck where we had reserved it, that we had to go to another location to get the truck. We arrived at the U-Haul on Eubank and Indian School and it was the wrong truck. We got there are 7 AM as we had people coming to help us at 7:30 AM. When we told the young man behind the desk that it was the wrong truck and we explained yet again, what we needed for the hitch to tow our trailer. He went on his computer and changed our reservation to a location 10 minutes away. Granted we have been at the Eubank location for a total of 25 minutes now. He let us know that the San Mateo location would have the truck we required. We drove there as fast as we could to be able to make the appointment. We got there and the young woman working said she had to check to see if they had the truck. She also let us know that it was a smaller truck. This one was 20 feet. Our original reservation was for two days, returning to ABQ. We finally got the truck home to pack it at 8:15 AM. Our help has been waiting. After several hours getting everything packed and hooking up the trailer, we were on the road. This truck that we rented would not go above 50 miles per hour. A three hour trip took 5.5 hours. We were so exhausted and frustrated by the time we unloaded the truck we called to the Clovis U-Haul to return the truck. Now, we have only had the truck since 8 AM and it is now 6PM. So it is a total of 12 hours. We had also already paid $313 for this rental already. When we returned it to the Clovis store, the gentleman would not come out of his office, he was rude and disrespectful and informed us that we would be paying an additional $546. I let him know I would be calling the corporate offices and we left. We took the night to calm down. We called the corporate offices on April 30. The gentleman on the line took all of our information and we were told we would get a call back. We got a call today May 14, 14 Days later. We were told we were not overcharged. The gentleman on the phone the first time told us we were. Lie number one! The young woman, Michelle, who claimed to be the regional manager told us no refund of any kind would be given because we did not call U-Haul while we were driving to our location!! That is BS! My husband is a Diabled Veteran, and in the uncertain times a large company like this should assist and help their customers rather than gouge them for every penny they can get. SO far the only nice person had been the young man on the phone at U-Haul from Virginia. Everyone else and I do mean everyone has been rude, disrespectful and mean! Beware, this company is a rip-off. DO NOT DO BUSINESS WITH THEM!

Much better than the other Uhaul dealers in town I have dealt with. Service on pickup and return were quick and easy. Well-staffed and friendly service.

Just had a hitch put on my BMW X3. Very complicated job with a full removal of the bumper and a little abnormal wiring for the 4-pin hookup. I had several issues with the billing and the actual install (the parts i needed, the didnt have so the full install took 2 trips). This was not an issue at all for Frank (the mechanic who installed the hitch) or the manager who did his absolute best to make sure that I left happy. This place would get 5 stars alone based on the service but they also did an amazing job on the install as well. I felt as though I left as a valued customer and will return for future business.

Friendly staff. Clean moving truck in good working condition. Picking up took longer than expected but it was super busy with multiple people picking up trucks at the same time. So keep that in mind and plan accordingly if you are on a tight schedule. Fast drop off when turning the truck back in.

I rented a truck from them and had absolutely no problems. In fact, I had rented the same truck, from another U-Haul, 2.5 years before, and the total cost of this truck was less than the previous one. (Go figure.) //// The truck was clean, the engine was fine, and the staff was professional and fun. //// I am not a friend or acquaintance of anyone who works there. This is an honest review. Oh, I know -- if this U-Haul was really bad a few years ago -- there is new management -- started a few months ago -- and I think the new management is just great.

This was the worst customer service that I have ever had. Not only did they issue me the wrong trailer they didn’t want to fix the problem until the next day. They have lied about what happened even though everything is on tape. I have sent a complaint about them to the BBB and they are going to get the truth out of them. Nobody should ever get anything from this company again. They have no honor and treat servicemen terrible.

First the good - staff were very nice and helpful, had me in and out super fast and that is where the good ends. Drove by the week before and saw a big sign on the side of a small moving truck stating Rent This Truck for $19.95 a Day. I thought this is really cool. I have a load of trash to take to the dump and another full load to drop off at Goodwill. Instead of bothering a friend I can rent the truck for 1 day for 19.99 and add another 10 to 15 for gas and the whole day will cost me about $35.00 give or take. Yeah right, that is where the deceptive advertising or bait and switch depending on which term you prefer comes in. Now we add the following, none of which are printed on the big advertisement of course. First is the $43.61 for mileage (49 miles) which isnt advertised. Then I find to insure the vehicle is another $14.00 which also is strangely missing from the ad as well. Add another $5.49 in tax of course and I am now up to $83.05. Add the $10 in gas and my planned $35.00 rental is now $93.05 or $58.05 more that it advertised on the surface. I went ahead and completed the transaction but will never make this mistake again. I also left some dirt on the floor from the roots of a small pine I had pulled up, about the same amount of dirt you could leave from your boots on a muddy day. They hit me for a $25 cleaning charge of course and added another $1.75 in tax which raised my total to $110.80. I did not add the cleaning charge in the beginning of my review since it was technically my fault even if blown way out of proportion. Since it probably took a guy 10 minutes to clean that works out to $150.00 an hour for cleaning, they must pay their employees really, really well!! Again, yeah right... I would not recommend this or any other U-Haul if this is how they conduct their business.

The stars refer to an experience I had at this location, not U-Haul in general. Ive had bad experiences at other U-Haul locations.I rented a truck. It was ready to go when I arrived.They did forgot to put in the dolly I ordered. By the time I called, however, they had already noticed the error and removed it from the bill. They were pleasant and helpful. I dont deduct points for forgetting the dolly. Anyone can make a mistake now and then. They addressed it promptly and accurately.This in sharp contrast to another U-Haul location I dealt with in Albuquerque, where I was treated dismissively and rudely and my reservation was unilaterally modified without any communication.

I have rented from this store more than once.I rented a truck from the San Mateo Uhaul store about a year ago for a one way move. Now its tax time and I cant find my receipt. So I called the store and talked with a very helpful crew member. He worked with his manager to locate my rental contract in the computer from a year ago and found it. Several minutes later, a copy of my receipt arrived in my email box. Sometimes professional service goes beyond the initial rental. These folks have always taken good care of me!

EXTREMELY RUDE STAFF and horrible treatment. We went there to rent a truck and the guy was raking us over like we were common criminals. I have rented from U-Haul twice before and I am in their system. This guy insisted on calling everyone I know and then still refused to rent to us. I have never had this much problems with a rental at any other company before. We had reserved a truck ahead of time and he turned it into a nightmare. Extremely condescending and rude fellow working behind the counter, kept cutting me off and would not let me finish and then refused to answer my questions. He got a bad attitude with me and that was the last straw. I went somewhere else and rented a truck and returned it in pristine condition. They have lost my business for good.I WILL NEVER RENT FROM U-HAUL AGAIN. Avoid this place at all costs.

These guys took great care of me. I was there and had a truck for use in 10 minutes. Vehicle ran great and the price was right.

I urge anyone who uses their credit card to watch their bank account/cc statement. I got double charged and was promised a call back from the general manager and it never happened. Even though they acknowledged it at the store when I went back and they printed two contracts as proof. They forced me to go through the hassle to call me bank and file a dispute. When I called back to request they were rude and said he wont be back until Monday. Poor customer service.

Hello,I made an online reservation for 9am 6/1 at 113 6th st albq nm. I show up and no truck. I was then told I couldnt have it until 1230. I paid 2 movers and scheduled to have someone open a building.Then I was told they have a truck ready at s place across town. My reservation was moved without my consent. That is just not posdible.I was told I had to pay for a location I didnt reserve at and I have to pay for a truck I didnt reserve.I demand be reimbursed for the time I paid for everyone and for the reservation!This system is very ridiculous!When I try to reach someone I have to be on hold over 40mins. What kind of business is this?

Great staff. Great service! I run a business next to this location and everyone is fast and efficient.

Straight up rude guys hardly try to explain anything to you when it was my first time using them. What it thought was messed up is I made it on time meaning 45 minutes before and was told about a flat rate for trailer because it does not have odometer but was still carged for the dam miles on it and the truck!!! I suggest not using these guys they will treat you bad and take your money! Good luck on moving people.

Loved it because I only had 3 trips! Vs a car would have too many! Also very respectful workers! Thank you!

The guys here were great. I had to transfer stuff from a uhaul trailer to a truck and they made sure anything I needed was available. Very bright spot for me when I was in a very difficult situation. Even called me to check in a few days later!

This is a great place, the staff will help you in every way they can to make your move much easier. and they know about their storage pictures and rental trucks the store manager is a very nice and easy-going guy who will help you in every way possible

Rental costs are going up! Truck was clean and operated well. On-line reservation and drop-off made life easier.

Didnt rent anything, but helpful, easy purchase experience. I needed a hitch and ball for my truck (the last one I had I purchased from Uhaul and it was exactly what I needed, but it got stolen). The staff were friendly and helpful, they helped me pick out just what I wanted, then they assembled and installed it for me. Again, I didnt rent anything from here, but it was a great location for purchasing what I wanted.

Worst customer service ever!! Will never go back to these people they give Uhaul a bad reputation!!

They were quick to help me fill up my propane tank.

I set up my account on autopay so I wont need to worry about it while abroad. Got an email saying that my account was late and need to set autopay. Called the store, and I was transfer to all sorts of departments that were not able to solve my problem. Everyone that I talked to said that the manager is the only one who can solve the problem but he never makes it to the phone, and never calls back, just emails which does not solve the problem.Now, I got an email saying that they will close my account and sell my things, call the store again, and the manager cannot talk, whomever was on the phone said that she doesnt know when the manager will be there.Its like the manager is the only one who can solve your problem but hes never there to do it, or does not want to do it...Makes you wonder what is wrong....

Great customer service. Rented several vehicles. No issues. Devin and team are too notch!

Do not rent from uhaul unless you like paying more than what you agreed to and to have their customer service people tell you its all your fault

I will never rent from this location ever again these people are rude the owner cant even take responsibility for their employees actions worst experience ever !!

Fast, courteous service. Easy to contact and work with.

I was running late and called to say I was running late and was told that was ok. Nothing was said about a cutoff time but when I got there he had already cancelled my truck leaving me high and dry.

Good guys in there amd a great selection of products for moving.

I felt like a cared for customer yesterday. I had a problem and the man working there helped me feel much better

I went to refill a gas cylinder. Staff was very helpful and attentive.

Stopped to get my propane bottle filled and theyd just started to fill a propane powered school bus. There was something wrong with the bus so it was going to take over an hour to fill. The propane guy refused to pause the job and fill my bottle and I wasnt willing to wait an hour so it was a wasted trip.

Good rates, friendly staff, secure property

If I could rate it a zero I would. Both times we have came here and both times we were screwed over. Only came to this place because of 24 hour starage and then come to find out the last didnt set it up for 24 hours! B***s***! Now we have to wait till tomorrow and get it fixed when she should have set it up the way we wanted the first damn time!

Worst place ever I call no one answers I show up they always tell me there out of propane

The only one in town that has given me a hard time about getting truck.

Good functioning equipment and knowledgeable staff

Good staff professional and efficient.

Always very helpful.

Great servive

Friendly sale people

Smooth service

Always my guys

It workstations