Wow. I spoke with the manager, Charles, and I have never experienced this level of customer service. Basically, though I am a paying customer, and wed been on the phone for one to two minutes, he told me that the people coming into the his store needed to be helped first. Even though he answered the phone to my call. He repeatedly cut me off, did not let me ask my questions, told me I was taking an hour (again, wed been on the call for a whopping three minutes at that point, mostly him telling me about all the customers he needed to help before he could help me, how long I was taking, etc). Im pretty understanding about working in retail and having a ton of customers at once, and being stressed out... This was a whole different beast. He was yelling at me over my then attempt to cancel my reservation. Im not exaggerating, this guy 100% should not be a manager. He needs serious training in communication and customer service, try to not yell at customers or tell customers they are not as important as other customers, and get a grip on himself. I DO NOT RECOMMEND patronizing this particular Uhaul location. Unless youre fine being treated terribly by a stress-ball jerk.

Had a great seamless experience at U-Haul. I was there to pickup a trailer that I had reserved online. As soon as I drove up, I was greeted and told to pull up to the trailer I had reserved, took a peek at my reservation and hooked it up. Arriving at opening on a weekend means it was busy, with a bit of a line checking-in to pay. No worries as the cashier was efficient and quick and she was very friendly. The star of this U-Haul is Lamar, very friendly and helpful, he even loaded the purchased supplies into the trailer as soon as I purchased. You can tell when an employee really takes pride in their job and you see that with both Lamar and the cashier. Lamar was busy hooking up my trailer and saw a Van return and notified the other man working on the lot to please check her in, then assured the lady that shed be helped immediately. He takes responsibility and politely nudged his coworker to step-up his customer service. All in all, I got 5 Star service and Lamar made sure everyone else did too. Tip: if you can wait until an hour after opening youll miss the opening rush. Decent prices, Highly recommend.

My truck was clean and ready when I arrived. Everyone who worked there treated me with professional respect. The customer service of all the staff from the time of pickup to drop off were impeccable. There is also a gas station right across the street to fill the vehicle back up before drop off.

I was very thankful for the help I received from the Three Black Males that worked on June 11 2021. I had to rent a very large van and the customer service was above and beyond what I expected. Being a Black male around the same age The customer service was very Thorough. Professionalism from 7:30am when I arrived to 4pm. When I returned In and out very fast and paperwork in hand. Very satisfied customer.

The only place Ive rented from, will not go anywhere else... service impeccable.....black owned..... love it

They were super helpful and professional I highly suggest going to this location. Jerry McDaniel was super nice and helpful. Safety was his main concern.

Worst experience ever. They wont give you the drop off location you chose at online reservation after finishing the move. The counter guy asked me to return the truck back to Richmond location cuz he doesnt have many trucks. How is that a customer problem? Also charged me for the gas and mileage for the favor to return truck to Richmond. Uhaul turning into robbery at broad day light business!

I come here every other month for propane. Jerry McDaniels is one of the most dedicated, professional, and committed employees I’ve seen. They are always inundated with a lot of work and are very understaffed, but Jerry always goes out of his way to assist everyone. This person definitely deserves more recognition.

The staff is super friendly. Lamar rang me up and even helped carry the boxes out.

Used this as my regular neighborhood U-haul for 3 years. Service was always excellent. Usually would have exactly what I needed, and gave a generous discount the couple times they didnt. Good team over there.

Horrible service but I assume no one cares. Had an original install date of 12/15/20 for a tow hitch install. Was called on 12/12/20 and was told part was delayed and installed postponed till 1/4/21. Received another call on 1/2/20 that they would need to reschedule as the person doing the install would not be in. Soonest available to reschedule was 1/7/21. Already aggravated as I needed the hitch installed I agreed to the 1/7/21 date at 12:30pm. I drove 40 minutes there as I live in San Francisco for the scheduled install. I arrive on time and was immediately told that they would have to reschedule as their tow hitch install employee was not in. Already upset that I drove out and wasted my time and didnt receive any call/notification to reschedule the attendant told me to come back Saturday 1/9/20 at 1:30pm. He guaranteed me he would do it himself if he had to. Then offered a discount for my troubles. Already annoyed I just agreed since I had no other option as my move date was nearing soon and was out of options. The final straw was I showed up on 1/9/20 at 1:30pm as instructed, handed my keys over and was told it would be about 2.5hours as the installer was finishing up another install. With nowhere to go I walked around town for a few hours since I had no other means of transportation then figured I would make my way back. I show up at 5:30pm. 3 hours later and my vehicle was still untouched. Hadnt even been moved into the install area. Upset already of the huge waste of my time and level of unprofessionalism of the employees there, I immediately demanded my keys and full refund as I was done. The employee at the desk then had the nerves to acuse me of being disrespectful for being upset at the situation. Hello?! Wasting my time 3 different times and not completing the service isnt disrespectful to the customer? Even though I didnt raise my voice, just demanded my keys and my money back. The most horrible experience I can think of. How can you run a business like that? Oh and on top of that just me trying to go the extra mile as the customer trying to call ahead to verify if the appointment is still on or check on any delays is useless. They do not answer the phone at all!

We had a trailer hitch installed at this location a week and a half before our move. On the day of the move we learned that the hitch installed was not wired correctly and that no one was available until the next morning to fix it. Out of options we were forced to go to an auto repair shop who completely rewired it and told us that many of the wires were backwards. I have called customer service and have reached out to no avail. Please seek an installation at another location and dont count on timely or any resolution to issues from management.

Excellent experience refilling propane. The staff have always been communicative and helpful!

I showed up at 10:05 to claim my 9am reservation. After waiting for the customer ahead of me for 10mins, a nice man stopped what he was doing outside and came in to help me. After taking my ID and poking around on the computer for a minute or two, he looked perplexed and turned his attention towards his manager sitting beside him. Before the man could say anything, the manager said, its canceled, eyes not leaving her own computer screen. You were supposed to be here at 9, still no eye contact.The nice man who had been helping me took a step back. His eyes widened, seemingly aware of what was to come. I asked the manager why they did not call my cell phone number -which they had- at least once to ask if I was coming; especially knowing Im moving and theres a lot going on and Im completely screwed because now no trucks are available. I asked why they did not pick up the phone one of the three times that I called over the last hour to inform them that I would be 60mins late.The joints of the old office chair creaked and the manager groaned as both audibly labored under the effort of what was clearly their first parting of the day. Eyes now fully focused on me, the manager rose like an old grizzly bear whose dominance had been challenged; not strong enough to attack, but too big to be moved. Its not my responsibility to inform you of your appointment time and we dont have time to answer the phone when its busy, she loudly proclaimed to the room populated only by myself, the manager, and two other idle employees looking on. The two other employees both now seemed to communicate with their eyes their shared horror and requesting that I not anger their abuser any further.I left.

The most helpful staff I have ever met at, a uhaul location. Super friendly and hard working.

First they gave me a van with no gas, then they gave me one where the drive shaft broke while I was driving on the freeway, and I had to wait more than three hours total to get picked up and receive a new van.

Chill staff - they assisted us with hooking up and releasing the trailer. Clear explanations for us to understand how to use a trailer for the first time.

Rented a u haul from this place and they gave me a good price

Everyone I’ve dealt with here has been friendly and extremely helpful. Whoever runs the place must know how to find good people and take care of them.

Andre and Anthony helped me get my bike on my truck when a motorcycle shop couldnt. On top of that they saved me a bunch of money. These guys are awesome and I cant recommend their shop and skills higher.

This place is great. Very attentive staff, knowledgeable. Went there to refill my LP gas tank from my RV. Prices are very fair!

Great service!!! The staff works hard to make sure your rental experience goes well and smooth. I know, because Im a repeat customer.

Those guys are cool over there even gave me a donut when I was starving from a long day haha.

Ive rented at least 3 trucks from this place and never had a problem. Transaction was easy, trucks were clean and well maintained and there were supplies to help with the move. Returning was just as easy. I returned a truck after hours and they had the gate open and left clear instructions on what to do.This is a later review. I previously gave 4 stars but I rented a 26 truck online to move furnishings from a 2 bdrm home with plenty of personal items. However, found out after I got there that they only had a 20 truck. This was after I had signed up online at another U-haul and found out they didnt have the 26 truck. I was told that U-haul on 23rd did and called. Finding out that all they had was a 20 was terribly inconvenient. I was not able to move all of my items and had to make another 82 mile trip at a later date. Because this was not the first time it happened I no longer rent U-haul trucks.

Good people here, be patient if theyre busy, theyll do there best to keep you moving.

Showed up for a hitch installation appointment and was told my appointment wasnt actually confirmed. About 20 minutes after I arrived on-time, I was told the hitch installation person had just arrived and that there was a person ahead of me who had already been waiting for an hour. While I was enduring the abject failure of their hitch installation game, I also became aware that they were out of trucks, boxes, and anything else one might need to move. Every customer in there was stressed and the employees (who were empathetic enough) did not seem empowered to actually help. Wound up getting the hitch installed at Rack N Road in San Rafael, an infinitely more satisfying experience. Next time I need a truck Ill definitely stick with U-Haul in Berkeley...a much better-managed outfit.

So they guaranteed my truck and equipment. I arrive. No truck. No equipment. I ask what they can do and the answer is sorry youll have to go to a different center. Also, not the loveliest neighborhood. They said thieves go crazy at night after hours there.

Decent service, booked me for 7 am on a Saturday to install a trailer hitch. Technician was not scheduled till 11 am. I ended up getting up very early and having to return hours later to get the work done. Beyond that they did a pretty good job.

Due to an error on my part I showed up two days early to have my hitch installed. The were friendly, helpful, and added me to their schedule for the day. They did a great job and finished in about 3 hours.

Booked a van rental through U-Haul in Berkeley and was told I would be notified if I needed to pick it up elsewhere and what time that pick up would be. I was not notified and ended up missing my pick up time at U-Haul of Richmond. I called and not only were they very understanding about the issue they also noticed I was being quoted and charged an astronomical price for what I was renting. They corrected this as well and I received an excellent vehicle at a great price.

Friendly, Respectful employees, and when I rented a pickup truck there I extended my rental from 3 days to a week. They gave me a New GMC Sierra out of Arizona with only 542 miles on it. If I wasnt the first renter I was most certainly the second. Never driven a finer truck. Thanks folks

This is a good U-Haul store. We get propane here on a regular basis and rent trailers occasionally when we need to haul something. The staff are friendly and do a good job of getting you in and out as fast as possible.

DONT EVER COME TO RICHMOND LOCATION! Girl at desk gave me a quote and then my credit card was charged 100 over for not filling up the gas tank when she never told me at the counter even though WHEN I ASKED ABOUT GAS THEY NEVER MENTIONED I HAD TO REFILL WHAT I USED?? And when I call to specify why I was being charged so high their only answer is ITS ON THE CONTRACT NEXT TIME READ SOMETHING BEFORE YOU SIGN IT? And one of there service reps hungup on me now I see why they have a horrible rep and I will never be using them in my life. I see why people get in fights here you guys decide what to tell them. Go to the next truck company this one is not worth your money!

The first lady who came out was rude as hell...i got there and didnt see anyone, so I started to walk to the office. She comes out and says rudely I see you, dont worry I see you. Wait right there. Then later a guy came out and was much nicer to me.

Manager Jorge is the worst. I made an installation appointment the day before AND received a call confirming the appointment. I arrive at the location before my 7AM appointment. He arrives 10 minutes after 7 and tells me he cant do it until 9:30. After I ask to speak to the manager he says he is the manager and says he actually can fit me in. I wait for 45 minutes with no check in from him. Hes wandering around the store not really seeming to want to work. I finally decided to make another appointment at another location. I rearranged my entire day based on the 7AM appointment. I understand that mistakes happen, but Jorge made no attempt to communicate with me, made no apologies and seemed bothered that I was even there. I had to reschedule movers and my trip because of the terrible service I received here. I will not only never return to this location, but I will probably switch to Penske for my moving needs.

Horrible. My wife and I reserved a tow dolly here. Before picking it up we called to confirm they had it. Upon getting there, we went into the office to sign agreement and pay. So we go outside to get hitched and no one is helping us. One employee is smoking and talking nonsense with another person and others werent even outside. Now when someone finally decides to help us, they hid on the side of the building talking, which eluded to me believing their was a problem. I was right, there was a problem. They claimed the tow dolly was stolen. I expressed my disappointment calmly. The assistant manager came out to refund us our money and to give us a $50 discount on a tow dolly he claimed was in Oakland. I get to Oakland and was told it was in Hayward. I get to Hayward and they didnt have it so I had to get an auto transport, which cost more, and I was told them $50 discount wasnt applicable. The Richmond U-haul office basically sent my wife and I on a wild goose chase to be someone elses headache. Shame on them.

I made a appointment for a installation 3 week before at 3pm and they called me at 2:25pm to let me know that they dont have the equipment I even didn’t work for this shirt. People don’t have you stupid time

Diamond in the rough. Best costumer service!! Mission your destination starting with the best of industry.around the town.

Moving is really stressful but the guy who helped me, Richard Nunes, made it a lot better. He was very helpful, had a terrific attitude & knows his business. Cant say enough good things about this experience.

They have gotten better, than they were in previous years.

They were friendly enough and let me change my reservation to a later time but they also gave me a truck that was just turned in without taking a look at it first. I had to throw out the last persons trash before driving off.

I didnt like anything about this place. No where did I see in their website you had to pay up front with a credit card. I had cash but they wouldnt accept it. Now I have to cancel my item that I was picking up today.Super disappointed. I can see why this place got a low rating. I cannot recommend this place...Go to Oakland instead!!

Staff is quick. Many trucks in inventory. Watch out for the mileage fee. Many boxes available to purchase.

Lets face it, no one loves going to a U Haul. My experience over many years with this place is that you have to be prepared for disappoinment or delay. Dont just show up expecting what you want to be in stock: its a small outfit. Call ahead, make a reservation.So show up and then prepare to wait... thanks to the other folks who show up ahead of you in line without reservations, and waste everyones time while their credit card gets declined.I will say the staff keeps cheerful. Somehow.

Came from Alabama had to haul some things. They FAILED to tell me about the 75.00 deposit so be careful !

The two gentlemen were so nice and made dropping off after a long, exhausting move so easy. Thank you!

Friendly and helpful staff Specially Sheena and Richie the best customer service we ever experienced great job keep it up i really recommend this uhaul

Lady was very helpful even gave me and my daughter water

Helpful, quick, and competent; definitely a nice change from the waste of life that manages the Gilman Steet U-Haul in Berkeley. Prices are fair as well; definitely the best U-Haul in the area.

Friendly big guy behind the counter is real cool.

I had one of your customers that rented a u haul truck i believe it was a new F150 that cut me off the road on 23th street and almost cause an accident on the street. And he also got off his truck and kicked my car, and it got damaged. i hope u guys can help me out with this i wasnt able to get the license plate but it did have illinois plates.

Very helpful staff and great services as always with U-Haul!

Looks like a bad neighborhood, but its safe and friendly people, I had a good experience with themtwice in advance

Was told I had reserved a 48 hour rental on their 24 truck over the phone, but they only had me down for 24 hours. Thankfully Jorge sorted it out. Pickup and drop off were a breeze. A word to the wise: public transit to and from is iffy. I walked 20m to the BART.

Ghetto, dirty, lazy, and really poor customer service. Three fat people bossing around one little skinny guy.

Not at u haul went to get some churrosfrom a truck by u haul and they are very good

Nice employees, but not the quickest

Staff very helpful and friendly

Reserved a truck, took a cab to the store, no truck. This place is shady as hell.

They were quick an professional

Close to home Ive used it several times. Not very friendly, but super efficient staff.

Great customer service

Great when its day

Fast and easy

Never can help me

Nice staff

Gross

Friendly

One of the best to rent your equipment is kind, they help you speak your language and above all 👆 they always have your equipment ready ✅ only to get all this service, you have to reserve your equipment online 💻📋

It is located in a good place and the customer service is good they are friendly