Customer service call center were blunt and unhelpful in the online check-out process.Wilfredo I.
Customer Reviews for Pacifica Shell
(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.
Make it clear to customers who do not have an online Uhaul account-they need to create an account the moment they make a reservation for the Uhaul Truck Share 24/7 mobile pick up option. Having the check in option using the reservation number is pointless and time consuming since the customer is required to create an online Uhaul account to continue the check in process on the day of pickup. Exactly what I experienced. Now I have an online Uhaul account that I did not particularly want to have. I would not doubt there were other customers who did not want to have to create an online Uhaul account when faced with this issue the first time using this pickup option at select locations. I will comment that it is a convenient service, but the convenience is soon lost the moment the screen showing the customer must create an account is displayed. And future customers may or may not have similar sentiments.Bryan A.
This rental location is the best in my immediate area. I only wish the 24/7 app would allow me to get access to this site without requiring making a phone call to national reservation system.RODDY G.
Clarify rule for cleaning fee. I left the vehicle very clean but had used furniture pads. I rented remotely so was not returning them to an open business location. Unfortunately, because I honestly stated the truck was therefore not ready for the next renter I was charged $25.Katharine S.
Initial online efforts to create account continued to fail while trying to obtain flat tire insurance. Required waiting on phone call for approximately 20 minutes to finally reserve a rental truck.Roddy G.
Drop off was horrible! It would let me check my rental off on time due to glitch in mileage! I got charged late fees and that isn't fair to the customer. I was then on hold for 2 hrs trying to check my rental in and still didn't get my issue resolved! I just got charged! It was horribleChristine C.
Customer did not leave a comment.Victoria G.
Nothing against the nice gentleman who helped me - he did excellent! It's just, it was a pain in the ass to show up, be told to I had to go and do it "online", to go home and do it online because the site was too difficult to navigate on a cell phone, come back, and sit there with someone on the phone to get the correct reservation number (because I had to start over and so it again because of how difficult it was to do on the phone), and wait even longer to get the U-Haul because the poor guy was by himself running the joint...once I got my the online stuff figured out (approx 10 minutes), I had to wait another approx 20 minutes to actually get the vehicle. Basically, I'm probably not coming back to this site because of all the hoops/difficulty I had. It would be easier if there was a system set up there on site specifically for the uhaul rental. Take care of them right then and there like a gas station customer... And don't make the poor guy pull double duty. I was under a time crunch to move my things. I'm probably going to just drive farther next time I need a U-Haul and go to 1575 Bay Shore Bl â€‰in san Francisco....this way I'm not making two trips and wasting so much time to get the vehicle. . ... At least in SF, it's one stop. They do it there for you. You're not shooed away. And and the process is quicker, and you're expedited. And please, make it a requirement to have the vehicles be turned back with a minimum of half a tank. Even more of my time was wasted to add fuel to the vehicle had enough gas for me to do what I needed to get done. I had a last minute emergency that required this rental. I had two different closing times I had to deal with. I thought that by going local I was saving time. I was wrong. Again, bonus points to the one and only guy for taking the job and pulling double duty. I hope y'all are compensating him appropriately for this extra work....hes not only a U-Haul rental person, but also a gas station attendant....Kirsten U.
Customer did not leave a comment.Victoria G.
Overral I had a bad experience. I scheduled my rental in advance. I even received a call from one of their representatives to go over my order to reviewed, follow by confirmation email. The day of pick up there was no reservation for me, no records it was made. Even tho on their app, i had the reservation in. Had to call them and wait long, make a new reservation and then they only had something from me far away. Then to return it , the app crashes, had to call again and wait forever. Unfortunately I wont ve using them again. Still waiting for my reservation refund.. see their ad, it says " $50 reservation guarantee"Dania T.
Your APP needs work. I could not check the rental back in. It took 2 calls and 40 min. Not acceptable.Kathleen M.
Whole system was a bit confusing. Very difficult to teach a live person for assistance. I was overcharged. Complicated to resolve. Customer service explained problem but couldn't help. She was very nice but directed me to the wrong number. After about 1.5 hours - I finally reached someone who said I would be refunded but won't know until at least 3 days from now. Mind- you, I'm in the middle of moving. 19.95 price is misleading - which I expected but was charged almost 4X that amount! Truck was clean and well maintained though.Sue C.
This was by far the worst experience with a remote vendor that I've had since COVID started. Your remote rental procedures are horrible. Designed to make the customer never rent from UHaul again. I have rarely been so shocked by a big well known brand that has so failed to adjust to business reality. I have told people again and again how awful your system is - and I will continue to direct others to your competitors as often as I can. Wow, amazing fall from grace UHaul! Good thing you have space rental income to fall back on!Fred W.
There is a lot to do once your customer gets there that could have been done beforehand, especially if there is a problem with the process. Also, there were major problems with the lock. Long story short, my 0900 pickup ended at 1140.Willard A.
Customer did not leave a comment.Nelson M.
Charged fro cleaning fee $25.00 but I cleaned the truck before I returned it. I emailed the contact person with no response.oscar M.
I would make note on how long it takes to complete registration through the app and how long approval will take as well. If I knew, we would have prepared to come earlier than our appointed time. Overall, great app and good experience.Yejeen N.
The u haul app is totally horrific. Once it was navigated with help from Joshua and jennifer (u-haul's only saving grace). It took over 45 minutes to open the key box. I had two hours to move my daughter from her apt. and an hour of that time was spent trying to get this truck. If I could give this site a rating it would be<1. My suggestion is go to a place with onsite live customer service. U-haul really needs to improve the technique of picking up at this site. I think I should be refunded my money for all the stress I endured yesterday.Mary Ann S.
Okay location easy to get to, just not a full service uHaul location. The process was quick and the truck was in great shape and clean.Phil B.
The entire process from the beginning to the end was a complete disaster. The van was filthy dirty and damaged both inside and out. It stunk like cigarette smoke. There was sand and mud and other crud everywhere. The truck was in horrible condition. It showed 3/4 of a tank when I started the truck and the second I drove out of the parking area the needle went down to below 3/4. You can review all the notes and chats and complaints. I reached the maximum capacity of pictures to take to document all the damages and dirt the truck had upon pickup. The worst experience ever. On a scale of 1-10 I would give it below 1if possible.Nick G.
Nothing to improve; service was outstanding. Mr. MillezaMichael M.
Please tell people just to use the app if they're doing the 24/7 mobile pick up. I spent 30 minutes trying to use the website and had to download the app to be successful. Also it would be nice to have access to the cost breakdown/invoice even if it's only an estimate of costs. Once buttons are clicked, everything seems to disappear and I don't have time to read the entire contract looking for that information. I found a used pregnancy test wedged between the rubber mat and the wall of the van. Other than that, this rental definitely helped make our move a lot smoother. Thank you very much!!Jennifer Y.
Easy and efficient with 24/7 mobile .. strong vanEDDIE B.
Very helpful staff. Satisfactory service. Will recommend definitely.Shirley C.
We only went ten miles total for the rental, but added almost $18/5 gallons worth of gas, as it was not filled completely - I know we barely used any, but we're worried about gas levels and it being full. Thank you for the rental.Kimberly M.
Customer did not leave a comment.Amelia M.
Gas station drop off. No problems.Chris G.
The check in process was absurd. After I gave my info a week before and same day, it said it couldn't verify me? Then it asked for someone else's info and I gave my husband who was sitting next to me and it couldn't verify him? Garbage5. You should have asked for that at the time of reservation. Then the lockbox was stuck. Took 25 minutes to get the van when it should have taken 5. Plis on hold via chat and phone for 10 minutes.Stephanie S.
Customer did not leave a comment.John G.
Love the new trucks!!!Brian S.