U-Haul Moving & Storage of Thornton

Great professional service as usual!!! Thank you to the uhaul Thornton team for fast service and making our moving process easier from the first phone call I made to the return of rental truck.

Friendly service. Like reviewers below stated they took care of us pretty quickly. Got our 10 ft truck and on our way on less than 15 minutes. Truck price was $ 19.99 + 1,19 per mile. Expensive but necessary when you hailing a whole house. Hope I never have to do this again. Lol thanks for being nearby u-​haul

If I could give zero stars I would. I have had the worst experience with uhaul! I was called 24 hours prior to pick up for the time to pick up my truck and was told that the location changed to fremont instead of union city. I was told I had to set union city as my preferred location; which I did and when I said I did he said I needed to call customer service. I called customer service and sat on hold for 10 minutes when someone finally did answer she was short and rude and then after being on the phone with her for 5 minutes she said she was having technical problems and to call back in 15 minutes. So I called back later and sat on hold for another 10 minutes before getting a woman who was also having technical issues and went to get a manager though after waiting on hold for another 5 minutes the call was dropped. Very frustrating! I called back again and got a woman who helped more than anyone else — she said management changed it and transferred me to someone else who informed me that the location I picked did not have the truck size I picked but she would give me extra miles for the inconvenience. So I picked up the truck at the new location and found out they had assigned me a truck that needed to come back (I needed it to be one way). So they switched my truck to another one that could be one way but informed me that it was on empty and I would need to fill it up and when I returned it the tank would have to be above ¼ tank. Whatever, I just wanted to be done with uhaul. Driving the truck back to my current apartment I was called by uhaul and informed by them that the drop off location I chose (and signed off on at pick up) could not accommodate the truck for drop off. (The drop off place i chose was less than one mile from my new place). Instead they were moving it over 10 miles from the new location! I am beyond disappointed with uhaul and their lack of customer service. Never using uhaul again!

This is our go to place to pick up our boxes, packing materials, and rental truck. They don’t have everything but they manage to help us to whatever we need. They even knew us since we come here very frequent. We didn’t get any problem returning unused items with them after the move and we got a refund. This location provides good customer service but not that excellent. I guess it depends as to what time you will go there. Still, they will try their best to give a solution to your question.
Make sure to reserve your truck in advance because they do disappear quickly especially on a weekend. This is one of the cleanest and nicest Uhaul that we visited. Go get the bundle for boxes for you will save more (plus you can return it if you never used it, just make sure you have the receipt). Try their
as well if you need some help. It works for us and people there seems reliable.

The storage is small and expensive but you get everything in one place truck and storage unit. Reserve on line and pick up. Friendly staff and they have all your storage/​movibg needs. From tape to wrap to boxes.

WARNING!!! DO NOT USE A U-​BOX FROM THIS COMPANY TO MOVE ANYTHING LONG DISTANCE!!! I used this location for my move to the east coast. Everything went ok, they brought a box to my storage next door and two weeks later one to my house, I loaded it up locked it and they picked it up in a timely manor. They shipped both the next day, two weeks before the scheduled date and the time I was to leave California. I picked the box with my house hold item up on the east coast a few weeks later, opened it and $ 7,000 WORTH OF MY THINGS ARE MISSING!!! It had to have happen in Fremont, they were the only ones who knew which was my home box and shed box. The GM, Jerry Owens refuses to return my calls. Two items missing are irreplaceable along with my fireproof safe with legal and historic documents. I was surprised at first when they shipped them early but now I know why, that way I would not have discovered the loss for at least 3 weeks or more by the time I left at the end of the month and arrived at my new home. They do have insurance but they want receipts for items over 30 years old. I hope others who have lost items from this company comes forward and this little band of thieves get caught.

I Have never been so mad when dealing with a person providing a «service». I Rented a truck online and purchased the standard renters insurance. When we arrived we were helped right away as no one else was there. We went through the swiping of my card and such. The guy never performed the standard «walk around» of the vehicle with me. There was no other customer there to assist so it wasn’t like he was busy. When I returned the truck about 4 hours later I heard him yelling at the gentleman who was checking the truck back in about damage. He said I had damaged the truck while I had it. I know I had not done anything to the truck. I told him it must have been like that when I rented it. He says he is looking through video of the truck driving by but not parked and says he doesn’t see it. I had purchased the insurance so it was not something I was worried about when it comes to cost but it was the principle of the issue. I do not damage property and if I did have an accident I would admit it. While he is out going over the truck again I ask the gentleman behind the desk if their policy is to walk around every rental with the customer prior to it being released. He said it was. When the guy who rented it to me returned I asked him the same question. His response was I do not see the damage on the tape. I asked him 5 times and then said I was going to call another Uhaul and ask them. As I was walking out to make the call he claimed that when a customer purchases the rental insurance they do not perform a walk around of the vehicle with the customer. WHAT??? So how do you know if it was damaged prior to me renting it or if it was damaged while I had it? I asked him again. What is your policy and he again said it is not their policy to perform a walk around when a customer purchases the renters insurance. Not wanting to throw the other service rep under the bus I tell him I know he is not correct. He tells me he is not trying to «be a dick» but he thinks I damaged the vehicle. I told him I am not trying to «be a dick» and I think if you would have done your job job from the start of the transaction and we would not be in this situation. After it all he tells me my total and as I am walking out he tells me I am no longer allowed to rent from Uhaul again. I tell him do not worry I have no intentions to ever rent from them again. As I am walking to my vehicle I notice the keys are sitting in the truck with the engine on and no one from the company outside. I removed the keys took them back in the shop and place them on the counter. Didn’t want them to claim the truck was stolen prior to me returning it.

These guys are great they installed both my trailer hitches and brake light packages that I bought off eBay and whenever I need packing blankets and movers wrap boxes ect this is where I go !

Avoid this location unless you are ok with rude employee and bad customer service. Rented a truck for a quick move of few stuff. I had no idea I was going to bother the employee so much by renting with Uhal. Totally rude customer service by Ricky. Rushed me through the contract as if I am a regular here and know the agreement (this was my first time renting at this location). The equipment was clean and served the purpose I wanted it to, but will not go to this location for future rental needs.

I have been coming to this Uhaul whenever I need anything to move. The staff are professional and friendly. Convenient location

The general manager was kind enough to promptly reply, advised me that he was personally unaware of the specifics, and provided me with a suitable solution.
As noted in my original post, there’s no way that I could be certain who dropped the ball in terms of maintaining or inspecting the truck (or if it may have simply been a fluke), but this location’s eventual resolution restored faith in Uhaul’s customer service process.
Am I going to think twice about renting with Uhaul again; yes. Would I have doubts about service or support that I’d receive from Jerry or the rest of the folks at the Thornton location; absolutely not.

So I was contacted by a U-​Haul representative and offered a $ 50 rebate to cover my troubles. While not exactly everything I wanted, it will have to do.

I have my propane tanks for my grill filled here. Get’s busy at times.

I was disappointed in your rental places today. I had reserved a truck over the phone on monday and they had quoted me a price of $ 220 (plus milage if i went over). I went to pick it up today and they charged me $ 330, when I asked why he said they had to change my reservation because the prior rep didnt do somethings right to it. Having no other choice I had to pay for it because it was to late for me to find someone else to rent from. That is horrible service and misguiding the customer.

Not sure why this place has such a low rating. They were amazing and lightning fast when we did p/​u and drop off. We were in and out in under five minutes both times. Trucks were clean, they had already tested that everything was working well and all fluids topped off (i know because we watched them do it to all the trucks while we were waiting for them to open). Price was exactly what u was told it would be. We actually came in under my estimated mileage so i ended up getting reimbursed the overage. Was in my account within a day. Also — the nicest thing… when my husband went to get in the truck because it was so cold, they had the heater blasting for him. Way to go above and beyond guys!

I had a ubox moved from LA to this location. All I wanted was for them to deliver it to my new place here in bay area. I made several calls to them and all the time these guys kept forwarding my calls to uhaul national helpline where the guys kept on saying call them back. After 2 – 3 days I was able to get somebody on line to actually have it deliver to me.
After my ubox was delivered and I unloaded my stuff I called them back to pick the box up. which the guy did pick it up next day when I was not present at location in the process did some damage to the property as box was higher than the roof. and he clip-​ed the corner of roof. My landlord informed me of this and I called uhaul back. They outright denied it.
One of my friend suggested me to file the claim on uhaul claims site which I did and they sent me some paperwork to file out and some paperwork for my landlord which after a month or so was denied again. I am never taking service from uhaul ever again. probably go to some other movers next time if needed.

Moving sucks!
I made about 20 trips to this store in the past month to buy bubble wrap, boxes, tape etc. Each time I got great customer service from friendly folks.
The capper was renting a car hauler. Even though they did not have the equipment I had reserved I got a prompt phone call about 24 hours prior to my reservation with the news and request for me to pick it up in San Jose. In exchange for my trouble they gave me an extra days rental.
When I came back to the Fremont store with the car hauler and my car Jordan dropped what he was doing and made sure my car was loaded and secured properly. My car has low ground clearance and he made sure I knew how to off-​load it at the destination.
I’m a fan.

Picking up a moving van has never been so difficult and I am reminded why I have come to choose Penske rental trucks whenever possible.
Despite «checking in» online to facilitate the pick-​up process as we were advised, it took 15 minutes to go through the computer system in the store, including sliding our credit card at least 10 times. It was clearly a waste of time for us to have done the online check-​in. The employees were unable to explain why things were taking so long and why our credit card had to repeatedly be swiped, which added to the frustration. We had a very limited time to rent the truck (3 hours), so wasting time like that was really inconsiderate.
Once we were out of the lot, everything went smoothly with the van, but customer service is the reason for the rating.

Rented a trailer from this location and received extremely great customer service from LES!
He helped us at the counter, he was friendly, knowledgable and proficient.
He also helped us hook up the trailer and waived us off and told us to have a safe trip! Thank you for all your help.

My husband and I have used this location on 3 different occasions. Twice we have rented large moving trucks and once a trailer that we pulled with our vehicle.
We have experienced both reserving a truck and walking in the day of in attempts to book a truck. It has gone well both times, obviously accounting for having some luck on walking in and attempting to rent a truck that day.
All 3 times we have used this place has gone very well, everything was exactly as promised, great customer service. The only thing that could be a little better is I wish they had more people working, sometimes the line gets rather long.

I rented a truck recently. It was actually in great condition.
The staff was friendly, efficient and helpful.

I came here with my cousins to help them move. It was around 8am. The store was only ran by two employees at the time we were here. One was working the counter and the other getting the trucks prepared. The service was great and courteous. We were given great moving tips. Unfortunately, we underestimated how much we needed to move.

After comming from the others I went to uhaul in Fremont (Thornton ave)
And got the best costumer service ever !!! From a guy name Timothy I will be returning!!! Thx again Tim!!!

This is so f-​ing BS. I’m standing in line here as I write this. Being here makes me want to punch these workers behind the counter. Ok here’s the story. I called u-​haul yesterday to make a resevation that was good but they forgot to tell me u-​haul opens @ 9am when I made my appointment at @7am. (thanks u-​haul, minus 2star). So I came back at 9am and the line looks like the grand opening for twilight (not completely their fault but still minus 1 star). Been standing here for an hour and counting. People in line are furious. I mean I can taste the anger in the air. People complaining wantin to see the manager but oh his not here (minus 1 star). Workers just standing behind the counter just chillin, I think these guys and gals are on facebook. No help whatsoever (minus 1 star) still waiting in line… to be continue…