Hard for a first-time renter to go through this process
STEVEN N
Customer Reviews for Gx 4 Shipping LLC
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
This is not a criticism of the site itself, but only of UHaul's reservation and pick-up system which is misleading, cumbersome, and inefficient. If UHaul fixed its online communications, I would rate the site as excellent. The staff member at the pick-up location was extremely helpful (and sympathetic) but they were limited in what they were able to do because of the poor check-in process dictated by UHaul. First, the online reservation process never indicated that having the UHAUL App on my phone would be required (it was presented as optional) to obtain the keys from a UHaul lockbox and I was unable to download the App once at the site. Consequently, I had to have a family member download the App on another phone in order to proceed. Second, the online check-in page presented the entry of a photo of my Driver's license as being optional, so I did not do it. When I arrived at the pick-up location, it turned out that entering a photo of the license was actually mandatory, so I had to do it via the family member's phone and have a long telephone conversation with some "central office" UHaul person to change the phone number assigned to the reservation, since the local staff couldn't do it. It took multiple run-throughs before we finally obtained a code for the lockbox and, after some struggle, obtained the key. The return process was equally cumbersome and duplicative, where the App requires entry of information by the user and then requires exactly the same information via photo (e.g., mileage, fuel level, etc.). So if you want the experience to be better for the next customer, warn them in advance that they will need the UHaul App on their phone when they arrive at the pick-up site and that they should have already entered a photo of their Driver's license (NOT optional).
James Gi had a reservation which uhaul was pinging me to pick up. the counter girl could see i had a reservation but she couldnt open it. she had no solution except rebook through the app. she was nice but lacked familiarity with the system. i wasted over an hour and the whole time corporate was asking is i was going to rent or cancel
robert s