U-Haul Moving & Storage of Downtown San Bernardino

Manager Miguel was extremely helpful and attentive even though the store was extremely busy. I've used this location for both local and long distance (600+ miles), and I've never had any issues.

I had my 1, 4, and 6 year old with me trying to pick up a uhaul. Usually it is a quick experience but this uhaul location took an hour. I was provided with a uhaul and as they were finished connecting it, I moved some of my inventory that I picked that day to the side of the uhaul only to find that there was a previous lock on the back. I let the gentleman know and he said he needed a moment to find out what they can do. He came back 20 minutes later and said they had an employee that can remove the lock. He asked me if I could wait for him to finish paperwork to assist me. Later he then came out and asked if I could take the uhaul across the street to have the U-Haul person remove the lock. I waited for the guy and finally be tried to remove it. After a moment of trying, he apparently broke the entire door/lock mechanism and the uhaul that was attached to my car was no longer available for use. He instructed me to take it back across the street to see if they had a replacement. I went back and mind you with my 1, 4, and 6 year old still in the car, screaming and crying because we’ve been there at that time 45 minutes already. I went inside and they eventually instructed me to go back across the street to remove the trailer and attach a different trailer. The whole ordeal took 1 hour of my time. The employees seemed to not care at all and had no sympathy Even when I mentioned my kids were in the car. No sympathy or professionalism. By far the worst experience I have ever experienced. I will never return to this location. I would like someone to contact me back to review this and see what compensation can be done. Thank you.

Though the contract said we picked up the uhaul at 1/4 tank, but it was empty ( I have video of it). At the time I didn't notice, we drove it to a couple of miles away. We loaded for hours and was ready drive to our wedding venue when I was confused why we needed gas bc we drove only a couple miles away frim the pick up. We went to get gas that's when we noticed gas leak everywhere at tge gas station. My wedding supplies didn't get to the wedding venue on time and some of the paid decorators left. I missed my wedding makeup/hair session due to trying to get a new truck then having to transfer the wedding decors to the 2nd truck, which I was told you won't release the 2nd truck due to the location and had to wait to be towed to the location where the 2nd truck was reserved before we can move the decorations. Timing is off the essence, I had to beg a different manager to release the 2nd truck so we can move the decor in the parking lot where the truck died instead of waiting an unspecified time for the tow. I had 350 guests at the wedding to prepare decorations and food that the uhaul was supposed to be used for. We are very traumatized from this whole experience. It was an outdoors wedding that caused some of our guests to leave because it was extreme heat and the wedding started 2.5 hours late due to the venue not being set. Please understand that my wedding day became a nightmare. It caused a ripple effect of the entire day, my contracts with the makeup artists, photographers, videographers, photobooth, food vendors, decorators, venue, dj, live band, etc to miss important timeline. I had to pay the venue and others extra money bc we started late and had to extend hours and not to mention other important events of the day was missed. I was told a ticket was open to see if I can get a refund and have yet to be contacted by anyine in the customer service about this experience.