I am extremely frustrated with U-Haul of Coronado, and my recent experience reveals serious,…read moresystemic problems with staff training, management oversight, and customer service.
Yesterday, I went to make my December payment in person and to unload items into my storage unit (#0006). At the front desk, an employee--whose name I could not get--told me verbatim, "I don't see any payment due right now." When I clarified that my payment was due December 4, 2025, and that I wanted to pay today since I had just received my paycheck, the employee added, "Actually, I don't see any payment due for December. I only see one for January 2026."
I want to be clear: I had a witness present who heard the exact same statements, so this was not a misunderstanding. This misinformation is completely unacceptable and demonstrates clear ineptitude. I was wearing bright royal blue scrubs with very short, blue-tinted hair, in case footage helps identify the employee.
Adding to the frustration, I received a payment notice at 12:50AM, which is unprofessional and adds unnecessary stress. Between inaccurate staff guidance and poorly timed communications, this location makes what should be a simple process confusing and difficult.
There are also deeper issues with training and communication. For example, I was previously unaware that a purchased lock needed to be placed the same day to secure my unit properly. Despite having paid for it, I was not informed of this requirement. This reflects systemic failures in staff training and management oversight, not just a single employee mistake.
Paying customers should receive accurate information, professional guidance, and clear communication, yet this location consistently fails in these areas. This is unacceptable for any business that relies on its customers to operate. Until staff are properly trained, management enforces standards, and communication improves, I cannot recommend this U-Haul location.
This is not simply about a payment--it reflects a wider problem with how the facility operates. U-Haul needs to act immediately to improve staff competency, communication, and overall customer experience.
I encourage every customer to share this experience more broadly to warn other customers. This is about holding a business accountable for misinformation, poor service, and lack of professionalism.