GROSS INCOMPETENCE AND FORGOT MY CONTRACT ADDITIONS (USE ANOTHER U-HAUL BRANCH IF YOU WANT GOOD SERVICE) Walked in to get my U-Haul as told by the manager I talked to a week before. Waited in line with eight plus customers behind me. Talked with U-Haul Owner plus another U- Haul employee. Both heard me and walked away. I was less than three feet away from both gentlemen. Both did not service me but serviced the other eight customers after me. A complete disrespect of my time. As I told the employee who I talked to about my disatisfaction, he told me to get back in line and start over at the end of the line. An hour later, I get to the front. I talk to another service representative who could not process my credit card but could process all the other credit card orders ahead of me. Then, to add fuel to the fire, I finally get my U-Haul, the service reps forgot my dolly which was stipulated in my contract and gave me a half tanked U-Haul. Crappy Service of the lowest denominator. There are many great U-Haul branches who value customer care, this is not one of them. Finally talked to a competent manager who was off duty an hour and a half later after all this garbage happened. This U-Haul branch is a joke, avoid if possible to keep your sanity. read more

Sam was very helpful in finding the trailer we needed. He immediately reserved the trailer as soon as he found a location that has it. Excellent customer service!!! read more

I'm giving these guys a decent review. Looks like they're due for some positivity. The only downfall was just one guy was running the show. Poor Jose. But...he did a great job. I got a practically new cargo van that took care of all my needs. Drove it to palm desert and back and the truck drove great and only consumed $45 of gas. I don't think their refill charts they show you are that accurate, so just keep the key in the ignition and watch the gas gauge to avoid overfilling. Upon return I was checked out within five minutes. Will definitely use again. read more

Rented a 24' truck for a 24-hour local move. Check-in and check-out (with Joseph) was fairly easy and quick. There were no other customers there when I was there. Spending a bit of time to get me comfortable with the truck (e.g., gears, lights, etc.) would have been nice. I received a "tank" / "beast" as they referred to it, with 143,000+ miles. Driving a 24' truck was tough enough, and having such an old truck that seemed a bit jumpy made it scarier. If my move was not so short, I probably would have refused the truck. If I rent from them again, I will request one not so old. Because of competitive price and smooth reservation process and check-in/return, I will consider them again... read more

I messed up my modification online. The customer service recognized that something didn't look right and called me a couple days before my rental to make sure everything was correct. Rachel at the front desk was awesome! She was personable, fast, and thankful for my business. The return of the rental was just as great. Took me less than 5 minutes to get the vehicle checked out and returned with an email confirmation. It was a great experience of two long days of moving. Highly recommend this location!!! read more

Jose saved the day! Although he didn't have trailer I needed, he went above and beyond to get one for me. I will plan better next time Jose. Thank you! read more

Jose was very helpful!! My trailer connection was not working and he took the time to figure out the problem. He is very knowledgeable and has great customer service! read more

Reserved a storage unit weeks before and drove 600 miles to this location thinking I would be able to store my stuff here. When I got here and showed the guy my reservation number he proceeded to tell me that there's nothing in his system and that he has no rooms available. I called the main 1-800 Uhaul number and the nice lady there told me that she sees they have multiple units available and couldn't understand why he's saying there's none available. She also said they have a bunch of U-Box's. I went back in and asked him again, and he said I wouldn't be able to rent a storage and when I mentioned a U-Box he complained about "having to get it down and move it" and told me to go somewhere else. Long story short, if you have a reservation I wouldn't count on them honoring it for the life of you. Would not recommend. Should have read all the other reviews below mine which read exactly the same. read more

I was a little reluctant to come to this U-Haul given the low reviews. However, most people are pretty grumpy when they have to move so they are probably more likely to write a negative review :) After speaking on the phone with Jose about a hitch for my minivan I decided they were worth a try! Jose was very personable and kind, and he was also knowledgeable about the hitch I needed for my vehicle. I called back to schedule an appointment and spoke with Matt who was not located at the facility but at a central number. He was able to answer my additional questions and schedule my appointment easily. When I arrived at my appointment Jose was very friendly and efficient, consistently treating all customers kindly. Then I met another friendly gentleman named Matt who installed the hitch. The process took about an hour, I inspected the hitch with them and I was on my way!! I would definitely recommend this U-Haul store! Thank you so much Jose and Matt!! read more

Basically their back end system is trash. We pre-booked a truck and arrived and they didn't have it. Thankful there was a neighborhood one down the street that had the size truck we need but then didn't have the mattress cover we ordered or any of the moving pads. The employees were nice but it's frustrating to pre book something that isn't available or in stock. read more

Went here to get new propane tanks purged and filled. Older guy knew how to do it and didn't have any problems.

I get it, Saturday they are busy. There was a line of us waiting and the owner Steve yelling at one of his younger employees, what to do and yelling at this kid, " that only the manager can help this lady in front of me", then Steve clocks out and leaves. Leaving a line with all of us looking at each other like did this really just happen? This guy Steve needs a corporate manager to check him. Worst customer service from Steve, the rest of the employees struggling trying to help everyone. Kudos to the young kid though, for having to deal with Steve. read more

Don't use this Poway U-Haul by any means. Manager david haverfield is extremely rude and non -helpful. Ive used other u-hauls and they have been great but this one is understaffed with rude people.Ffrom day one they were incompetent. Im moving out solely because of service (although they just raised their rates and I found cheaper units) Without notice they put their locks on your unit and give you rude calls if your even a day late on payment. They act like security cops instead of customer relations people. Do yourself a favor and go somewhere else read more

Alexandro and steve haverfield owe me the $50 guarantee for over booking my 17 foot uhaul truck I reserved 2 weeks prior to my move. Instead, they sent me to another Uhaul company and said once I return that truck I would be given a cert number to call with from customer support and I would get the $50 for the mix up. I even called steves cell and no response, no notes were forwarded to Uhaul support, and no money issued to me. read more

I haven't been here for years. It's considerably improved and the owner, Jose, is a great guy to work with. Very quick and very professional, no time wasted. The lobby is organized a bit better, there's some new automatic doors that I don't recall there before ( which is great if you're walking in with your arms full of stuff ) and like many of the reviews below I'll admit this place is busy. Super busy. Don't wait for things to get calm, they never will. What impressed me the most is how organized they are. You can tell people have been through the motions enough times when they've got a system down. I wasn't offended at all by how hurried the process was, if anything I preferred it. In and out quick, no chit-chat, etc. The truck I rented was clean and worked great, no issues to report. Much of the process was handled outside of the office on a touchpad. That really sped things up. I probably won't need to rent another truck for a while but if I do, I'm coming back here. read more

I've used this location numerous times and i never received better than a 3-star experience. Their customer service is terrible and slow; the employees are rude, short, snippy, and have no clue how to run a front-desk business with prioritizing customers and tasks. This most recent time was the worst, and is what prompted this review. I drive a 2009 Mercedes GL 320 with an onboard computer that controls the lighting wiring for the trailer hitch. It's a fairly advanced system, and it doesn't work correctly with LED lighting. Despite the fact that trucks and trailers is what the U-Haul employees do all day, they didn't know this. On 5/26/13 I drove my truck to the Poway U-Haul to rent a trailer. When we attempted to explain the LED issue to them the older gentleman helping us was quite rude saying that if his trailer wasn't working it was the car, not his equipment. Despite the fact that his tester lit up, indicating our wiring was correct, he maintained we could not rent that day. We tried their wiring system as well, instead of the cable that came with the truck, to no avail. We purchased a new ball for the hitch anyway, which they insisted on and installed, and we left; the experience took over an hour and a half, and we left frustrated. We did more research online that night, bought our own tester, confirmed that it was definitely not our truck, and returned the next day, 5/27/13, to try again. This time, we were helped by a very nice man named John who, at the behest of the manager, hooked up a trailer that had regular lights (not LED) and we were in and out within 30min. John is the only reason this location even deserves one-star. We made sure to tell the front-desk that he was great and that the guy who helped us the day before was not; to which she replied that John was brand-new and the other guy was a veteran. All I have to say to that is: out with the old and in with the new. Funny story, though: the Escondido location on Mission was great when I went there last night, except they had to take off and reinstall the hitch ball we had bought and had installed at the Poway location. It apparently was not installed correctly in the first place. Seriously Poway U-Haul? You can't even install your own brand of hitch ball correctly? For shame. read more

This place is awful. The desk representatives are so slow and they take about thirty minutes to complete one transaction. We've been here for almost an hour and the line has only moved three people. Everyone in line is irritated at how slow the transactions are. Try another location. read more

My husband and I made a reservation to pick up a truck at 845AM. thank goodness we showed up 10 minutes early because it took over 15 minutes of waiting "in line" (there was only one other customer there and 2 employees) to get the truck. Upon returning the vehicle, we had even more problems. One employee tells us we can drop off the key. This was after we inquired what to do as we waited another 20 minutes to simply return the truck. Another employee tells us we must wait and sign paperwork. So why is the employee that's sitting inside unable to assist us with a simple return of a vehicle. An easy pick up/drop off took us longer than the actual local move itself. This U-Haul does not function in a timely or organized manner. Will not be returning. read more

Counter service was good. Brought the truck back and the employee who met me outside asked me why I had not folded the moving pads. He said, "didn't they tell you we charge a dollar per pad for folding?" Rather than pay a couple bucks I folded them. Another employee told me afterwards the guy was just being a "butthead" and that they don't charge. I won't use this facility again. read more

I've been coming here for years!!! Ever since I was a child my family has chosen this place for our moving needs. Till this day, I've been using it as well. Great customer service and they try to get you in and out of there as quickly as possible. read more

This place is incredibly rude. Both the girl and man I spoke to were belligerent. I ended up going some place else. If you want to wait 2 hours and get treated poorly definitely go to this place. read more

I was pushed aside to wait for another customer wanting to pay their storage space rent when I was there first. I was in the middle of my transaction and mine was put on hold to help another customer. Is my time somehow not as important? I was in a hurry. I didn't like that AT ALL! When I returned the trailer and drove on to the lot to where I had picked it up I was ignored by 2 uniformed U haul employees that simply walked by within 2 feet of me when I was trying to back up and didn't acknowledge me at all. I disconnected the trailer myself within full view of one of these guys. Maybe they were mechanics? Maybe at lunch? Maybe they just don't care about their customers. Your customer service is terrible! read more

I told them to prep my trailer the night before so I could pick it up in the morning when they opened and was assured it would be, but upon arriving they had not done it and I spent another 40 minutes waiting for everything to get ready. One of the employees was awfully slow in his service. read more

Hardly any parking so I had to park down the street. I did online check in to "save time" but still had to wait in a line for 30 min to pick up rental. I will not use this location again. read more

This review is mostly about the website, which is absolutely hopeless. Arranged on line for a 10' truck rental. On the day before they cold and told me I could do a self-rental whenever I wanted, even before they open up, which was 9:00 AM on Sunday. Went there at 8:15 AM to get the truck. Started the online self rental process. I couldn't find the truck (probably more my fault than theirs, as it was parked along the front of the building), but, when I press the button saying "cannot find my vehicle" , the website just come reloading the same page, and was no help at all. Finally found the vehicle, going through the process again, a selfie is required for them to verify your identity, not a bad thing, but when I press the button to take the picture, I just get a black screen, and no picture. I restarted my phone several times and could not get anywhere. Ultimately I ended up waiting until someone opened the store, at 9:00 AM, and they were able to get me on my way, just one hour after I had planned. Truck was OK, the dropoff process was just fine, but the website sucks from a mobile device. read more

If I could put negative star I would. We were told we could drop off the trailer anywhere and when we did this store manager wanted to charge us double. He started yelling at us across the room. Terrible customer service and totally unprofessional. read more

Reserved a truck on Wed online to be picked up on Sat. Received a call on Friday late afternoon and was told there will be no truck available at the location where we indicated to pick up the truck on Sat. So either Uhaul has a very stupid system that cannot tell whether there will be trucks available or they just want to screw-up people's lives. If the reservation is not guarantee, then do tell me what is the purpose of reservation? I will NEVER go with UHAUL ever again and I wouldn't recommend anyone to. I would give NO STAR if I could. read more

I called in and they gave me a price online. $19.95 plus $.79 per mile for a 10' truck. After giving them my credit card info for them to hold the reservation the call was lost. I called back and gave them my Info all over again. And again the call was lost. I called back and same thing... I was on my way to pick it up anyway so I just left the call alone and headed over. We walk in at 6:55 (they close at 7:00) walked up to the counter and had to greet them ourselves because they were hiding behind the computer hoping we'd go away! I surprisingly they had my reservation. Ronald Portillo (owner, or so his badge says) "let's make this quick because my boss doesn't pay me over time!!" Immediately he asks for my drivers license and credit card. When I ask what the total is he says $149 for a 15' truck because they don't had the 10' truck plus it's a one way. We we're suppose to pick up in poway and drop off in San Diego about 25 miles away. Dude! Really! On the phone I was told it would be $19.95 plus $.79 per mile. He responds "well I don't know what they told you over the phone, but that's the rate!" He didn't even wait for me to answer. He said "OK LET's cancel!". Gave me back my D.L. And walked away! That's BS! I'm not even moving. I just needed a truck to pick up a dining room table I bought on craiglist! For $150!!!!! Lol Customer service stinks! He could have made at least a $50 sale. I'm not even sure why he's Urged to go home! With that attitude I doubt anyone misses him! Lol read more

I read reviews on this location, but elected to purchase my supplies from their location strictly because they open early. I called first to ensure they had supplies in stock. The gal on the phone was super! Extremely polite and helpful. When I arrived in person, Alejandro helped me. Again the service was outstanding. Very attentive to what I was looking for. Granted, I purchased supplies and didn't rent a truck - but I had a good experience. read more

The place is understaffed, honestly, it can't handle a 6-7 person rush. it took 2 hours for my whole experience including getting a different lock because heads up they only let people use the round locks or uhaul lock which they conveniently sell in the store. I feel I would've rated higher if didn't take so long and if my situation was resolved. I had to get a key card to login into the facility but it didn't work because their system is down. I just wish it was more streamlined and actually straightforward instead of tedious and vague. Management is friendly and the one guy that did know what he was doing, Jose, was getting work piled on him. Get more staff and an efficient system. If the business has issues it cannot control, I would say lend a hand and have a response team ready to resolve the issue within 24 hours. Hardworking people like the management and staff are overwhelmed when simple things like completing a contract become a mission. read more

Big ups to Poway Uhaul! They helped me out big time and were extremely nice and willing about it. Had some crazy car trouble and they hooked me up with a good deal for a very fair price! Awesome place with great customer service. Thanks Sam! (Sam is the guy who runs the joint) read more

Needed a trailer hitch installed on an old SUV. Poway Uhaul didn't have the part available. Rebecca spent the time to locate the part and even set up my appointment with another Uhaul store. Excellent customer service and way to go the extra mile! read more

Beware of the extra charges they tack on. I asked the price of blankets and was told $5. That seemed good to me, until I realized it was $5/day after getting my receipt. When I told them later, they just shrugged. Seem like a standard scheme they run and they hear complaints all the time. read more

This Uhaul is just like any other uhaul. The workers are always busy running around. & I always seem to get the oldest vehicles they offer. I know Uhaul as a company require their customers to fulfill the gas level to the same it was as rented. So to make it sound better since I can't apparently explain this How I want, You are required to return your rented vehicle at a 3/4th tank. I wish Uhaul had a helpful hint to tell you how much money approximately that will cost. I spent 100 on gas to and from Camp Pendelton. & by the time I returned It I had over a 3/4 tank. It would be nice to compensate the customer for filling it over than required because im sure if you DONT you get charged? Would I come back here? probably since I am too lazy to find another business like Uhaul & this is the closest location to my house. Although the reason for the 3 stars is because the workers were busting their tush & were patient with me & helpful. read more

If we could give a negative star we would. My fiancé and I reserved a uhaul a couple days prior to picking it up because we are moving across country. We got a call the day before tell us that we can pick the truck up at 9AM the next morning which is morning we move. When we arrived there was one person working the register and huge line, taking over an hour to eventually get helped. To my surprise they had rented out my truck that I had reserved, let me remind you I've had already paid a little over $3,000 for the truck a couple days ago. They tried to get a hold the person they gave it away to but of course they weren't successful. They told us they had no other truck and had no idea how long this whole process would take, the whole point of us making a reservation was so we didn't have this problem. Not even an apology from them. It was an awful experience. So we went over to another rental truck company (Penske) and they got us a truck no hassle for a significantly cheaper price plus a discount for all that we had been through that morning. This uhauls Incompetent staff put us behind a whole day. read more

Been going here on and off for years and have been meaning to give them their props...They have been very informative, thorough and professional. I especially appreciate the use of their on-line services being consistently seamless upon my arrival for pick-ups and costs. There's usually no surprises upon pick-up at all. Keep up the Great Work!!! read more

This place sucks. "Reserved" a truck to move two weeks ahead, when we showed up on a Saturday morning we found out our truck or any acceptable truck wasn't available because it's the end of the month, people are moving and someone else got our truck Oh yea, forget about the wait...well over an hour. I could go on and on but I already wasted too much time with these clowns. They're a disgrace to Poway. Stay away!!! read more

Took my car in to get a hitch and electrical done and they did a wonderful job and got everything done on time. Good job UHaul Poway.......