When renting a vehicle from this location, make sure to take pictures of the mileage and gas level before leaving, as they may overcharge you. The truck I rented also had a container full of marijuana inside. When my daughter opened the door, it fell out.
When I spoke to the manager, Roger, at the Belmont location about this, he became very defensive instead of apologizing or addressing the issue professionally. He kept saying he had worked at U-Haul for many years and that this had never happened before.
Overall, this was a very disappointing and uncomfortable experience.
This location was good but I ended up with because U-Haul didn’t communicate properly on 20 feet track availability. I reserved a 20’ track two weeks ahead of time. U-Haul didn’t communicate properly on call a day early morning 8am to tell me that they don’t have track available. I missed it. However, online status still was showing that track is available.. why? I came to location next day and they sad they never have had such tracks. Why you allow me to select this location at all then? Why not to communicate 2weeks ahead of time about the same?? I won’t use u-haul again most likely since I cannot be sure in tracks availability ever again.
Front desk made the process of getting my rental truck very smooth and fast. I even called to extend the rental truck and they gave me an additional time. The move went well and it was an easy drop off after all was said and done.
Friendly, clean and reliable . Belmont is my favorite U-Haul location . I have a staging company so I rent frequently and have a lot of comparative experiences. I would give them a 10 out of 10
This place is the Worst!! Propane pump broken for 4-5 months. Employees don't know what they're doing and just sitting around most of the time. Do yourself a favor and go somewhere else.
To my surprise, when I walked into this U-Haul location there were no other customers in the store, just three employees sitting at the front desk on their phones. Not one of them greeted me, acknowledged me, or offered assistance.
I gathered all of my packing supplies myself and paid $225.02 at the counter. I was told I could use the bright orange cart to take my items out, but again, not one employee offered to help me load my supplies, open the door, or assist with getting everything into my car. All three continued sitting at the desk, glued to their phones, while I struggled to manage everything on my own.
Excellent customer service. Professional, reliable. Reminds me of the good old days when humans actually provided a service before the robots ruined everything
The Belmont, CA team seemed well organized. They had a reasonable sized fleet of vehicles for their location. The employees I communicated with were efficient and knowledgeable.
Edit: After my initial experience—which was honestly a disaster and prompted my 1-star review—the management at U-Haul reached out and took meaningful steps to resolve the situation. They acknowledged the mistake, offered me a larger storage unit, and provided the first month free of charge. This not only addressed the inconvenience but actually went above my expectations for how a business should handle errors.
While the original booking issues and the lack of clear communication caused significant stress and forced me to reschedule movers and plans, I appreciate that the company ultimately took responsibility and made things right. Mistakes happen, but what matters most is how a company handles them. In this case, U-Haul stepped up and made things right, which I respect.
Upgrading my review to 4 stars for their follow-through and customer service recovery. If you book here, just double-check your reservation in advance—but it’s clear they are willing to make things right if there are issues. —————————————————————————- 1 Star – Unprofessional, Disorganized, and Cost Me Time and Money
I typically reserve 1-star reviews for only the worst experiences—when a company not only fails to deliver, but actually leaves you in a worse position than if you had never used them. Unfortunately, that’s exactly what happened here.
A couple of weeks ago, I reserved a storage unit at this U-Haul location. When I arrived, there were issues with their system, but the front desk employee assured me that my reservation was “covered.” He didn’t seem to know what was happening with the system, but I left trusting that the unit was reserved as promised.
Later, I needed to move my reservation to an earlier date due to my movers’ schedule. When I came in, I was told my original unit was no longer available, but a different unit was open. I was physically shown the new unit and received verbal confirmation that it was reserved for me. Based on that, I locked in my moving date and confirmed everything with my movers.
Fast forward to today—just before my move—I received a call from U-Haul informing me that my reserved unit was no longer available because someone else had moved their belongings in before I could. The explanation? “It’s their unit now.” There were no other units available at all.
I spoke with their manager, R, and the response was equally unhelpful and unprofessional. When I asked why I had received a confirmation and yet lost my reservation, he simply said he “didn’t know how to answer.” When I pressed further about how another customer took my reserved unit, he again had no explanation. There was zero accountability or attempt to rectify the situation.
Because of this, I now have to scramble to change my moving plans, reschedule movers, and secure storage elsewhere—wasting my time, costing me money, and creating unnecessary stress.
This isn’t just poor service—it’s a complete failure to deliver on the most basic promise of a storage facility: holding a reserved unit. I do not leave negative reviews lightly, but this experience was absolutely unacceptable. If you need reliability or basic professionalism, look elsewhere.
I did all the ordering online and it was easy in and out at the store. Just wished they had my vehicle pulled up and waiting for me up front. Friendly staff. I brought it back a day early and it was just as seamless.
Pick up was easy. The young man who checked me in was great. Explained everything on the truck and how to bring it back. I haven't rented a truck in a long time and felt reassured after his check in process. Drop off was also easy.
This was a painful experience which isn't typical compared to other U-Hauls. The van was not where it reported it would be, the keys were not in the lock box per check in instructions so I had to go inside to find the keys - even though I ordered a phone pick up. The van had a spill in the cargo area and was not cleaned and lastly there was no gas. Huge headache all the way around - really disorganized and inefficient. It took me over half hour to get the keys to the truck and it was everything but a mobile check in to pick up the truck. Ugg - do better Belmont.
I already had my truck and trailer from other locations, though went to this location to get boxes and moving supplies. The guys at the counter were friendly. There's street parking along El Camino and a few spaces in their own lot.
Unfortunately the van was pretty dirty and grimy, i guess it’s to be expected but the steering wheel was sticky same as the floor and the dash. Like someone spilled something and no one cleaned it and just let it dry. The car was parked on the garage slope, so the gas sensor said it was full and the contract said the tank was full, but as soon as I pulled out the car from the slope it only had 2/3’s of the tank full. Great way to deceive your customers in filling up your tank more. The airbags sensor went off and i couldn't change the dashboard to verify the millage i consumed. I just had to take your word for it. Overall way below average experience, borderline suspicious and taking advantage of your customers.
Standard U-Haul rental services, along with a large store of moving-related products (lots of cardboard boxes available). Propane is sold at this location at a reasonable price, but the wait time could be long. Parking can also be an issue in the small lot.
8/2023-Mostly a positive experience with checkout except their truck photos didn't show a big paint chips on the hood which I disputed before checking out. Checking in was mostly positive except the cashier was unknowledgeable about how charges would be badge if different from the original estimate. 3/2020-I was so reluctant to use these guys after reading all the horrible reviews but I didn't have any other choices for an in-city move small pickup truck. Booked online the night before and price was reasonable. Moving day and visited store and declined the extra liability coverage ($10). Their online check-in and acceptance procedure was fairly painless. Although the photos they presented was the truck very clean and washed but when I got it the interior and exterior were a bit dirty but not a huge deal. I still took my own photos just in case. About 15 min and was out the door. $20 + $0.79/mile. 2 hours later and returned with gas replaced. A few extras miles was accrued and charged. I think I was very lucky compared to all the previous reviews.
When I got to the center was told it would take much longer than I was originally told (6 hours) because there were too many cars booked. I told them I didn’t have a ride home and needed to wait and they told me that wasn’t possible as they have no place to wait (even though I signed up for that originally). So I took an Uber home for $30. Got a call 1.5 hrs later that they had finished, just as I got home - ugh. So I took an Uber back for $30. The staff was pretty rude when I asked if they could make sure if I was getting the warranty. They refused to check and told me tgat I’m getting what I’m getting- luckily warranty was on the bill, but Wally’s it have been that hard to confirm for me? Then they ridiculed me implying I should just be grateful that they did the work for me. Stay away!!! There are other better places to get a hitch.
Probably the worst customer service I have ever experienced in my life. Belmont employees were disrespectful and generally unhelpful the entire time. They seemed more interested in watching their funny videos on their phones than actually doing their jobs and trying to be the very least helpful.
9:45a: Picked up trailer from Palo Alto location 12:19p: Called roadside assistance to report that we had a check engine light on our personal vehicle that was towing the U-haul trailer picked up earlier. We asked to switch our reservation to a 10’ truck since we had only just picked up the trailer. The person on the phone said that the Belmont U-haul had some in stock and to just go there and they would handle the reservation change. 12:30p: Arrived at Belmont U-haul. Parked in the equipment return lane. Told they couldn’t change my reservation and that I had to call “traffic” to get the reservation swapped. 12:45p: My call was twice transferred to the Sacramento call station before finally getting to the San Francisco call station. They told me that I had to talk to the people at the Belmont U-haul about switching the reservation. I told the person on the phone that the people at the Belmont U-haul had told me the opposite. The person on the phone then did something to switch the reservation. 1:20p: When I had gone back inside, they said that the trailer reservation was still in place. I did not want to get double-charged. The person on duty (manager?) asked me to move my truck from the equipment return lane. I told them that would be difficult. It would require backing up into traffic. I spent about 5 min trying to back up the truck and trailer into oncoming traffic. Then the same manager finally mentioned there was plenty of space to park in the back and that I should just pull forward. Then I went back inside to try to solve the issues with the double-reservation. Then the new person on duty told me they had customers trying to leave the back parking lot and that I needed to move. I finally went out to move, but then the customer was able to pull out with no issue. Left Belmont U-haul approximately 2:45pm. Belmont employees were disrespectful and generally unhelpful the entire time.
Very interesting for a business to rent trailers yet not employ anyone who knows how to hook one to a truck. Showed up to rent a trailer for the second time (first time went smoothly) and was refused because the employee on site "wasn't comfortable." Same truck, same trailer. Maybe they could post when the employees who know what they are doing are working?
Not a long wait to pick up truck at Belmont U-Haul; can't say the same about U-Haul in RWC. A gentleman named Robert was very helpful on giving me tips on driving a truck (I'm use to smaller vehicles) and on the use of side mirrors when backing up. Here again, I'm use to rear view mirror view out back window. I felt more at ease driving truck after and all went smooth. Thank u Robert. Ms Sullivan
Van was clean and in good working order. Shower, customer service was disappointing. Requested a newer van and when I got to the lot they had given me an old van. Had to go back inside to request a different van. The new van had the wrong fuel and mileage on the contract. Had to go back inside again! They then tell me that I will be getting a text where I can adjust miles and gas. First time I hear about this. Manager says that quote "they can't explain the whole contract to you". I think the staff is not being upfront about the process. Not a very honest business in my opinion. Go somewhere else!
We had previously rented a van from the Redwood City Uhaul and had an overall negative experience (took an hour to check in with 1 person in front of us, had to redo all the online information in person, charged more than initially expected). This was the exact opposite of that. There's no parking in the lot so you park on El Camino but the check in process was easy, quick, the customer service rep was friendly and helpful, and the price was exactly as advertised. We would rent from here again.
Stay away from this location at all cost!!!!! This location is mismanagement. We booked a 24foot truck 3 weeks ahead, had movers and everyone ready to go for the moving day. I am 8 1/2 weeks pregnant, So we wanted to rent the biggest truck so we only had to do one trip in case if I need to go to the hospital. On the day of the moving they informed us that our truck of 26feet was overbooked and not available. They said all they had left was 1 smaller truck of 20feet,. My husband had no choice but to take that truck since we had the movers and everyone waiting for the move. While trying to load the truck we noticed there was glue spilled all over the back of the Truck, making it impossible to utilize the whole truck, on top of that the hinch on the ramp was broken. Not only did we ended up taking longer to upload the truck, but we also could not use the whole truck, being afraid that boxes and furniture might get shifted during the move and fall into that glue. We called the next day to notify the location that we will need the truck another day given the circumstances that they give us a truck that was not operating correctly. We got charged $436.36 for 2 days. I am now filling a claim and disputing the charges, for this nightmare experience. Stay away from this location at all cost!!! The manager does not know what he is doing.
The people at this location were very helpful and provided good customer service. 8:30 pickup on Oct. 1 went smoothly with no wait. The rental van however was dirty on the inside and out with bad liquids in the cup holders from prior users.
I'm reviewing U-Haul truck rental. My in-town truck rental from Belmont U-Haul was excellent.
I rented a 20 foot truck one day, then a 15 foot truck the following weekend, then a 9 foot van. Each time, the experience went great.
I was able to use the after-hours truck return system to park and check in the truck using an Android app late at night. They let me have the truck up to 24 hours for the same one-day price.
There were no unexpected charges during any of my three rentals.
Four stars instead of five because during my first rental, I was new to the whole process and I felt a little bit like the staff was rushing through things and not being 100% patient. But I understand that customer service is damn hard :)
Dec 04, 2017
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