U-Haul Moving & Storage at Candlestick - San Francisco, California

Angel L.

Consumers be awared! I got a hit installation for my brand new vehicle at U-Haul recently. Even thought I had to go there three times due to various reasons from them, such as no part, power outage etc. Finally got my hitch installed on the third time. I was so happy to pick up my car and didn't pay attention to check my vehicle throughly. I thought I should trust they are professional to do a good jobs. However, when I pumped gas after I left U-Haul in about 20 minutes, I noticed the damages on the edges on both side of my real quarter panels. I called them right away and they told me to go in next day as the manager is off work soon that day. I went in the next morning and the tech who installed it checking my vehicle and took some photos. He told me he didn’t notice earlier and sorry. He asked his manager helped me to file an incident report and told me to follow up with their insurance Repwest. I did what I was told and resubmitted all evidence after as they didn’t submit the photos they took. After a month process, I received their final decision to denied their liability of this claim as the Hitch Pro denied to damage my vehicle during installation. If thr hitch tech didn’t admit his wrongdoing, he could just tell me that day instead of wasting my time to go through of these. I could just get a lawyer involved for a fair investigation instead of using their own insurance company to against me. My mistake is that I didn't check when I picked it up at the store. Otherwise, they have no excuse to deny it. Just be careful if you bring your vehicle to U-Haul for hitch installation. Make sure you take photos of your car before you hand them the keys and triple check after you pick up the vehicle before you leave the U haul store. Otherwise, it's your loss if any damage they cause. From the damage photos I attached, I don’t know how can cause other than someone used tools in the area to force opening the panels. Now I am stuck with the damage marks on my brand new vehicle. I am so sad and so disappointed at U-Haul.

Cory W.

Had an issue with a trailer ball that almost made me have to return a trailer that I reserved to move furniture to Sacramento two weeks ago. The facility was short staffed and it was close to closing time. Freddie and another staff member (sorry I forgot the name, you can reply if it was you) went out of their way to try to get my hitch to reversed. After multiple failed tries to get the ball to work, my man Freddie went out of his way to find a solution that worked perfectly. Awesome service and saved my trip. Thanks-- easily 5 star experience thanks to the hustle and heart of the personnel on the lot.

ISRAEL R.

I'm sure that within the facilities when I arrived and left my things in a corner to receive information that I was missing when using the company's services. I know that someone inside there cut my bag. It's not expensive because you can see what type of bag it is, but it is important because it is a private thing and someone else's property and a person outside the company or a person within the company of this type of fanatic people is the one I'm trying to have as little contact as possible and problems, but they are the ones looking for problems. I asked to be shown the video, it has been denied. They claim that no one did anything but I have not been given access to the video. I will wait a few days to see what happens, but for a moment I do not need more than a service. When I am going to acquire it, if I have a good price, it is appreciated, but I am not asking for alms, just do not touch what is not yours.

Loïs D. Q.

They completely botched my hitch installation. Half of the bolts were missing, the other half had the wrong size and no nuts. The hitch could have moved or completely separated from my vehicle while towing. They also broke my spare tire holder during the install, which cost me $800. Their insurance refused to pay up and denied responsibility. I had to sue them to get the damages covered. God knows how many vehicles are out on the road with a hitch that’s about to pop out – absolutely deplorable. Stay away from this location.

Sai V.

Extremely rude staff. Will not go here ever or with U-Haul ever again. I believe it was the store manager I talked to.
They changed my order twice in a span of 12 hours. Asked me to go all the way to Redwood City to pick up a truck because mine was vandalized (which is understandable) but it was the apathy with which she handled it.
Completely apathetic replies. Not one word of apology and actually made me pay more in the end for their mistake!

August B.

Customer service was very friendly, positive, and helpful. The truck I rented didn’t have the extra supplies in it like it said it would, but I went to the customer service desk and easily picked up what I had ordered. The interior cab was very clean! The return process was very simple, especially using the app.

paulo S.

This is a long review, but worth reading if you are renting with U-haul.

Act 1: The Gas Tank Fiasco
I rented a van from U-Haul, only to find the gas tank as empty as it could possibly be. The contract? It claimed the van had 1/4 tank. Not even close! I was already off to a bad start, feeling misled from the get-go.

Act 2: The Gas Station Encounter
Worried the van would die on me, I rushed to the nearest gas station, just around the corner. I pulled up next to another U-Haul van and asked the guy filling up, "Did they give you a van with no gas too?" His answer: "Yes, and they marked it in the contract like it had gas." At this point, I realized it wasn't just me—this was a pattern. Shady, to say the least.

Act 3: The Final Rip-Off
Returning the van was the final blow. The charge? Way higher than expected. Here's how the conversation went:

Me: "Why is the charge so high?"
U-Haul employee: "Because you drove 530-something miles."
Me: "No, I didn’t."
U-Haul employee: "You should've checked the mileage."
Me: "So after delivering a van with no gas, making me go out of my way, now you're telling me I should’ve caught your mistake on the mileage too? Are you planning on taking my wallet and phone while you’re at it?"
U-Haul employee: "There's nothing we can do. You should've checked the mileage."
Me: "Well, this sounds like a perfect case for litigation. My friend sitting in the car is an attorney, and I’m sure he’d love to have a look at this. Is U-haul trying to rip me off?"
U-Haul employee (nervously): "Okay, tell us how many miles you drove, and we’ll adjust the charge."

At least the staff was polite, but honestly, it felt like I was dealing with a scam. I can't recommend U-Haul after this experience.

Teo L.

idk if it's just this uhaul but like it was just not a vibe. they really try and stack on the fees and getting this moving truck was just such a mish i was not feeling it by the end. first of all. they didn't even have a pickup truck which i had reserved so they gave me a "free upgrade" to a van but like babe...i didn't want a van cuz i can't see out the back i'm gonna back into someone and thank god i didn't but like i was scared. and they make you take nine million photos when you pick up the vehicle and when you drop it off but luckily they have after hours dropoff! so you get to go to a super sketchy part of town and wait for your uber with 3% battery huzzah! lady at the front was actually really nice tho her and i understood each other on a spiritual level