Customer Reviews for U-Haul Downtown Box Store

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.

Testimonials from recent customers of U-Haul Downtown Box Store

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Christopher S. on

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Improve Roadside Assistance department.

Tim N. on

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Customer did not leave a comment.

Kyle S. on

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Melanie B. on

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I liked the people that worked there, very helpful. The mobile check-in process was too much. I feel like you should still keep human resources to check you in.

jiesheng L. on

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Luis M. on

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Shannon L. on

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I HATE the “quick” self check in. It’s not quick, easy or convenient. There are two guys sitting at the store looking bored! self Check in should be an OPTION not required!!! Seriously it’s a humongous drag!!!

Mark R. on

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That sign up service online is pretty brutal and clunky. It takes way longer than a human experience

Kevin D. on

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You halls

Eric A. on

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Late fees are way too high :(

David S. on

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The general manager Addy was most helpful & very efficient. I recieved my rental vehicle within 10 minutes.

Craig J. on

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The multiple step check-in process is onerous and very time consuming. I will do my best to avoid this process in the future. I understand using a different U Haul location (Bayshore) solves the problem. I'll travel a few miles out of my way to rent in the future.

Tom E. on

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These people are awesome, the location is very convenient, and the equipment is clean, new, and in good shape. I don't know what they can do to improve for the next customer. They run a good business.

Lior S. on

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Check in was complicated and long (link to take photo didn't work properly)

Andrew c. on

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Grace A. on

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Diane L. on

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The truck was delivered to me unswept: I rented a 10 foot truck- with 12 packing blankets. Upon receiving the key, I asked the attendant if he'd put them in yet. He had not & proceeded to do so. When we arrived at the hone in a location. far from retail there were only 5. I was panicked as we we're tranprting wood furniture prone to scratching without protection. It was a huge problem.

DARRYL P. on

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The Van was a perfect choice and the move went smoothly.

David Z. on

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David Z. on

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Jason B. on

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I did not like having to sign up through the app before renting the uhaul. It slowed the process down. It should have simply been an option that was explained to me instead of mandatory. Otherwise I had a pleasant experience overall.

matthew d. on

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Guys were great there

Jason W. on

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Overall great experience. The online check in worked perfectly.

Michael A. on

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The whole having to call two people for a rental is a little much. I understand that you have to protect your investments but come on?! When the contacts we give are working and can’t answer their phones. What are you going to do? It a system that should be looked at and changed. Thank you. Everything and everyone was amazing and very nice to work with thank you.

neil h. on

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Your new mobile heckni system is very cumbersome and invasive

Rebeccalyn B. on

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Two things: First, I was charged a not-clean van fee although I reported the van not clean upon pick up. It was all external dirt, didn't negatively impact me, but I don't think I should be charged for it. Second, I'd be very cautious to recommend this particular location because your online app allows vehicles to be rented for after hours drop off but the location does not support that. While that didn't impact this particular rental is does make me wary for future rentals or referrals.

Tyler H. on

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I had an awful experience with your new phone registration system and the customer service. I'm standing in the store and have to manually input all the information on my phone. It takes forever. Then, when it gets to the portion where they had to call my other contact, they couldn't get ahold of them. The rep was entirely unhelpful and the entire system is absurd. I'm standing in the office and they have to call someone else, from a number that will certainly be unrecognized, in order to verify who I am? What kind of system is that? Of course no one will answer. By the time I got my contact on the phone, myself and told them to answer the phone call from some random Arizona number, she had blocked the number. She unblocked it, after which I then I told the rep to try calling them again and the rep cancelled my order, while I was standing in the store. It was entirely unacceptable from a customer service perspective. Luckily, the in-store rep just helped me out and got me on my way (like it has always been at U-Haul). I had no problem just having a nice conversation with them, where they helped me out, like normal people. I honestly feel terrible for those people in-store. I can only imagine how often this system frustrates people to the point that they are getting yelled at, despite it being no fault of their own. They hate the system. We talked about it. The customer hates the system, other customers talked about it. It's terrible and I will never be renting from U-Haul again. I'd rather pay for Lugg. Enjoy having your entire industry destroyed by someone who cares about their customers and employees.

sam m. on

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Customer did not leave a comment.

Natalie W. on

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It took me 40 minutes to check out my van. When I received an error after going through the 20 minute phone verification, I received an error and the employees took another 20 minutes to figure out what to do to allow me to begin my reservation. Once finally cleared to leave, the van was out of gas. I was informed I could receive a credit for gas I add if I brought it back a quarter full. I added enough gas to get through my move, and left the reciept. Now, I have a bill with double the expected charges for the rental, and no credit for the gas I purchased. Overall very frustrating experience just to check out a van, and now I’m in the position of disputing charges.

Juno s. on

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Hailey R. on

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Alexandria C. on

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Very long wait when picking up the U-Haul. People should be notified to arrive early, or pick-up times should be staggered.

Evan W. on

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The app is a nightmare

Yu T. on

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Customer did not leave a comment.

QINGJUNWANG C. on

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Because not explain clearly, so I had to pay their said for 75 dollars fines. This too sad and mad !How they can do this?

Serena L. on

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Car was not very clean but perhaps that is normal. It was a fairly easy checkout process. Day 1, purchased a furniture pad explaining that I wasn't sure if i needed it. Girl at desk, said "Don't worry, you can always return it if you don't use it". She checked me out and said "Do you want a receipt?" I declined. Today, when I returned the truck then tried to return the furniture pad, the same girl asked "Where's your receipt?" and said she couldn't process the return without one. She said "Well you always need a receipt when you return items to any retail location." I told it would have been more helpful had she told me that yesterday. Quite frustrating...

William L. on

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The process of having to check-in for my rental using the mobile was the MOST annoying thing I've ever experienced. It took much longer than walking in and showing my license and credit card. The questions and "chat" with the agent were extremely invasive and unnecessary. I will try my best to avoid UHAUL for this reason in the future. I an VERY offended to be made to check in on my phone or even on Uhaul's phone. RUDE and INVASIVE and a waste of time.

Ana Z. on

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The service and your employees were very helpful and very friendly, The customer service that I received was wonderful. Thank you very Happy Customer ????

Jose R. on

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Customer did not leave a comment.

Ryan H. on

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Uhaul mobile reservation system is a solution in search of a problem.

ana z. on

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Your service was wonderful and so helpful. I will recommend you to my friends. Thank you for your help.

Reino N. on

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Did not like using phone text to check in, i don't type well on a phone screen, it took much longer than the old method. I have to remember another password...Don't like using a mobile app.

CONOR N. on

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That new system sucks sorry , love your product

young D. on

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They were very friendly helpful. I want to thank you for your services

Andrew E. on

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Customer did not leave a comment.

Christine L. on

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The check-in process is a real pain. It takes forever to go through the account creation (no choice to not creating one) and then wait for the 8-steps verification. It's so cumbersome and mortifying how slow each step took. Meanwhile there were two associates sitting in front of me, bored and surfing the internet. I don't want to create an account because I don't use this service ever. This was a one-time rent. Serious process improvements and transformation needed.

ASHLEY F. on

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Divbon was a big help and had great knowledge of vans/trucks when we asked questions. He arranged our rental and it was flawless! Jonah also had great customer service upon our drop-off of the vehicle. We'll definitely stop by again!

Kasey R. on

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Everything was just fine.

Charles S. on

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The staff at 100 Valencia were helpful and excellent in all ways. The new method of 'self-checkout' via my smart phone was heinous, though. It added 20 mins of extra work for me, and significantly complicated the rental. Just a few days prior, when I rented a truck, the pick up process was so simple and seamless, and now it's such a headache that I'm not sure I'd rent from uhaul again.

Eric D. on

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The check-in procedure, while I understand is required and makes total sense, can be shortened. It takes way too long and eats into my time I need to use the vehicle. Either look around to other similar businesses and adopt their best practices, or improve the technology so that it can be done quickly.

Nichole F. on

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The online check-in experience was ridiculous, it must have taken us over 25 mins to do it with the help of the manager. So frustrating before you have to move for 6 hours. The check-in requires you have a good connection, but there is no wifi in the location for customers, after taking so long to get to the part where I needed to take my picture my network wasn't strong enough to upload the image. After 3 attempts there the manager had to upload a picture. I felt so bad for the manager who you could tell deals with the same issue with your customers, she is a saint, I couldn't do what she does. Awful, awful, awful, fix that experience.

Alec B. on

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Office was really busy and chaotic, maybe to be expected since it was a Saturday afternoon. Van worked well. I didn't need, request, or receive boxes and packing materials but i got billed for them. Had to clear up with Uhaul corporate. Money got refunded.

SCOTT W. on

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I was told the tank was at a quarter of a gallon , it was below slightly ,I brought it back at a quarter of a gallon after putting $6 dollars in ,and got charged $30 dollars fuel charge which I should not have been charged . I was asked if an email would be ok for a receipt as the manager was dealing with a customer ,would have stayed and waited to make sure the charges were right . In dispute over charges right now Scott Wood

Noble A. on

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Customer did not leave a comment.

Jesus A. on

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Bring back the pickup truck!!

Katherine T. on

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Denyse J. on

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Hello UHAUL: Jonah is an exemplary and extremely professional employee. He was so incredibly accomodating I swore I was in BARNEY'S! I stopped booking trucks at the SF Valencia Street location. The FIVE times I walked into support this shop EVERY employee was dismissive, un-attentive, appeared to hate their lives and made no effort to be even remotely pleasant. FIVE TIMES!! Corporate must have gotten so many complaints, you finally hired a ROCK STAR like Jonah!! Please give this young man a raise and promote him to management. With the proper support and training he will be a phenomenal asset to your company!

Brandy m. on

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I definitely recommend a less tedious rental process. I rented a uhaul before a few times and never had so much difficulty and redundant questions and verifications. Perhaps its just this location but I will probably not go back because of this experience. Also the rental cargo van had not been washed nor swept inside. So I wouldn't necessarily say it was a clean rental. Just saying. Staff was friendly, that is all.

Eric D. on

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I had originally rented the Uhaul parked at 552 Hyde St. Personally, I think the distributed street-parked Uhauls are a great idea. Makes it easier for me, and could conceivably save Uhaul miney. However, you need to make it work better. I arrived at the location. The van was there, but I couldn’t access it. The lock box’s code was not given. But please, continue to improve on it. I think you’re on the right track. As for the rental from the facility at Valencia, make the sign up less onerous. Give the local staff the ability to override the arcane sign up process and approve the rental. I’ve been to that location several times recently. They know me by now.

Patrick F. on

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The truck appeared to be clean, but smelled like horse manure. Also, when I went to pick up my "guaranteed" items, the person who I worked with was very nice, but I requested an appliance dolly and a furniture dolly ($10 each, I think) so that both me and the person present to help complete the move rapidly would have means to move the payload, and we only received an appliance dolly, which, we were told at the time has a shallower foot than the regular hand-truck/dolly, but that we would not be able to swap them out because they had none. When I got to my truck, the associate came out to get our appliance dolly, but informed me that they had no furniture dollies. She promised that we would be credited for the cost of the furniture dolly, but if I recall correctly, the email I received the day prior stated that the guarantee would be met or I would be informed 24h in advance, which I was not, and that I was to receive a financial compensation greater than the cost of the dolly rental itself. I received no such compensation. She went to retrieve my appliance dolly from what appeared to be a massive cache of hand-trucks (which I was told they did not have). Understandable if they were spoken for, but my furniture dolly was also spoken for, right? Our unload took twice as long (8 hours) as we had planned, and we spent literally the entirety of our Sunday from the moment we woke to the moment we crashed, picking up a truck, shuttling our belongings into our apartment, and returning the truck. It was a bummer. The "guaranteed" furniture dolly would have been great, and if I'd known I couldn't get this guaranteed item from uhaul, I would have gone with another location or chosen a different rental company. I suppose it could have been worse, but it was far from great. People plan their whole lives around these moving days, and to know that, if I go with U-Haul, even guaranteed items could be missing on moving day is very discouraging and concerning.

Gerardo B C. on

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donny k. on

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lisa f. on

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0utside of truck was dirty. Inside clean

sarah p. on

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The vehicle was excellent. The staff friendly and polite but it took them 45 minutes with terrible computer software breaking down. So we had to do part of transition at one terminal them it crashed moved to another terminal it crashed then back to the other terminal. For a simple check out. Please fix your stupid computers at the SF location Mission and Howard. This has not been an issue at other locations.

Alfonzo T. on

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Customer did not leave a comment.

Huang V. on

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good

SAMUEL P. on

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Customer did not leave a comment.

Peter B. on

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The experience with the 100 Valencia location in SF was just awful. The employees I interacted with at the shop were not at fault; it was tge U-Haul process. I made a phone reservation but when I arrived, was forced by staff to create an online account and go through an endless, intrusive process to rent the vehicle. After -entering- my Drivers License information, I then had to photograph from and back, take a selfie and enter two alternate contact persons plus their phone numbers. After finally being ‘approved’, I was told by the employee (the manager on duty) that he had checked the van and that all was fine. In fact, the van was filthy and looked like it had not been washed in months. Because I had already been delayed, I accepted the vehicle. Upon return, the lot attendant explained that they did not have wash capabilities at this location. Your process is onerous and intrusive. At the very least, i should have been accorded a discount for a filthy vehicle. You have zero understanding of the ‘customer experience’. Moving is always stressful. Your practices -instead of making for a positive experience- only compounded the stress. Peter Bartels

Kevin O. on

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Great team at this location

Judit S. on

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Customer did not leave a comment.

minh h. on

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anthony p. on

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Scott K. on

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Great friendly team!

Alexander G. on

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The people at the desk on Labor Day (9/3/18) were super friendly and helpful. By far my best experience with U-Haul thus far!

Anna K. on

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Customer did not leave a comment.

Ezequile V. on

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Thank you for the great customer service, I was in and out fast! Your associate both on drop off and pick up we’re very efficient!

Helen H. on

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John M. on

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Maurice K. on

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Very good manager there

jim a. on

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The truck-share app SUCKS. 1) If the back-button is clicked, the app looses all the steps previously entered. 2) The 8-step checkin process is rediculous. It's topped off by having to enter the 4-digit code. Your legal department is out of control and they wrecked your app. 3) The keyboard on android covers up the page so entering text is a nasty experience. 4) It took me 1/2 hour to pick up and 1/2 hour to complete the rental - and then the agent said I didn't have to go through all the hassle because he could end the rental for me. WHAT A HUGE WASTE OF TIME. Your LEGAL DEPT is OUT OF CONTROL.

Jabarra A. on

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This location has great staff and the truck I rented was perfect. The manager Adalia Abordo is the best manager in the city and I have rented from all of them. Her staff has been well trained and are really attentive and always super helpful.

Damien J. on

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Customer did not leave a comment.

Andrew V. on

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Fixing the system glitch that allows rental reservations with after hours return times would go far to prevent pissing off customers like me in the future.

Minjae L. on

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The app process is still clunky. Should allow for most of the steps to be done prior to being at the van location to save time.

Alica Y. on

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I had originally ordered a van via a 24/7 pick up location. For 2 hours I attempted to get into the car via the app and via the on line web site. I finally contacted a rep from UHaul via phone and she could not get me signed in either. She said she changed my reservation to go to a UHaul to pick up a van. I call the UHaul lot and they have no record of the change. I finally get to the lot and have to start the whole process over again before I get the van. Essentially I wasted about 3 hours. I totally understand that sometimes technological issues come up but having to spend 3 hours to figure this out and find another solution is ridiculous! Not sure I want to ever use UHaul again after this experience. Alicia Yanow alicia-soccer@outlook.com

peter c. on

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picking up the truck was an excruciating experience that took nearly 15 minutes because of the need to send pics of my drivers licence without the state watermark, the need to provide a backup person (who had to confirm the backup role), even though I was renting the truck on my own. All this unnecessary paperwork for a transaction that used to be simple means that I will no longer use this company for truck rentals

lisa f. on

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The truck windshield was covered in pigeon boop and outside truck was dirty.

Viviane M. on

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Customer did not leave a comment.

Andres M. on

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When I came to pick up the truck, I was told I needed to have another person verify that they know me. Hard to do during a workday when everyone is at work. Got ahold of my brother, you contacted him, then I was told that I needed a SECOND person to verify that they know me. This is after you already have my credit card and my driver's license. This is an unacceptable business practice, and I will NEVER use U-Haul again because of this policy. It was very stressful and time-consuming. It had nothing to do with the specific location where I picked up the truck, but rather a new U-Haul policy which is offensive.

tony s. on

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Customer did not leave a comment.

Hanna S. on

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It took us 40 minutes to be on our way. We had to provide most of the information twice. Extra equipment was not provided to us even though we asked for it (and paid). Nightmare!

Susan H. on

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Customer did not leave a comment.

Pablo D. on

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There were vans available but employee told me I could not have them. Online system showed vans available but he told me “even if you book one now I won’t give it to you”. He wanted to save them for other folks later in the day. I had to rent a more expensive truck which was not what I needed. I am still expecting the refund they promised me for the price difference between the truck and the van

Hayley C. on

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we had to check in via an app on our phone, me and 3 other customers kept trying and it kept kicking us off at the last step. This happened several times. 2 customers just left put of frustration. It took over 45 min with the help of the employees. The new check in system is terrible. Customer service reps are always friendly though. It's the only thing keeping us coming back

richard q. on

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Cleanliness of vehicle

Khalid m. on

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Place was easy to find. Parking was not to hard. When I went to get in the car I nearly stepped in human shit. Once i was safely in the car I found that the previous driver had left a lovely mess across the seats and floor. Once i was on the highway I was lucky enough to hear the glass bottle that had also been left clanging around under the seats. #payitforward

David K. on

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The staff at this location is fantastic. My only feedback would be that the online app dropoff process was a little confusing with regard to specificity around where the truck should be dropped off. I had to ask the staff where to drop the truck b/c the app's directions didn't make sense to me.

Alyssa K. on

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Customer did not leave a comment.

Adam T. on

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Your Whole Online system is slow and frustrating. Every customer including me was frustrated and annoyed. It is the worst system I have experienced . The guys who worked there were very nice and Helpful

jabara m. on

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At this location everything has to be done on your phone, takes a long time. The truck had the check engine light on, and also someone left the trailer tow setting on. The staff is really nice. Its the best one to go to in San Francisco.

Hailey R. on

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Customer did not leave a comment.

Constance P. on

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The new self checkout is counterproductive—it takes much longer and you guys are all over the place. The lady in Arizona wanted 4 contacts before she’d “approve” us. Took us 50 minutes before we were done and we were 2nd in line. I had to call three friends and let them know they’d b le getting a call from uhaul in order for us to get approved. It was unreal. I don’t blame this on the employees on site. They had their hand tied as the self checkout is now your protocal. I won’t be renting with uhaul again.

Lee G. on

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Customer did not leave a comment.

Matthew S. on

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Customer did not leave a comment.

Tom K. on

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The online booking system was fine for reservation but pick up was horrible. It took much longer than doing it with the person at the counter. Eventually I gave up the live chat and booked in person.

Jason A. on

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Better attitude of counter/store personnel.

Anthony V. on

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CORRECTLY BILL CUSTOMER

anthony p. on

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Customer did not leave a comment.

YALE A. on

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Chieh C. on

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Friendly staffs and clean car.

Shannon A. on

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Took me 30 min to complete the walk-in reservation. The car was dirty and I was charged for less than one tick difference in gas. I’ll be using zipcar in the future. Y’all are old school and over priced.

Yi P. on

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Customer did not leave a comment.

David R. on

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Verification process was time consuming, particularly the two phone calls because people don’t pick up calls from numbers they don’t know. The self service aspect was supposed to make it more efficient but it was frustrating that it took so long to document the status of the car. Employees at this location were unhelpful.

Rebeccalyn B. on

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I was authorized for a 6pm drop off using the 24/7 Truck Share app. However, when I tried to return the vehicle, and completed check in using the app, I was told to put the keys in a drop box . . . that does not exist at that location. (In fact there as signs saying no after hours drop of is allowed, and the location closed at 5pm yesterday.) I was one of three customers having the same issue at the same time. After about 20 minutes on hold for an agent, and another 20 minutes trying to resolve the issue (with a generally helpful online agent), I was informed that my only option was to take the keys with me to Oakland, then make my way back to SF Monday to return the keys (resulting in three hours of unnecessary travel for me.) I was also told I could return the keys at any time Monday since this was UHaul's error. I was told I could not keep the vehicle to make the transport since I'd already completed the return. Then, I received at call at 7:15 this morning saying I needed to have the keys back by 1pm, from someone who had clearly not read the notes in my file. I have had generally good experiences with UHaul, but I've requested a full refund on this reservation due to the extreme inconvenience and my time required to return the keys.

Nicole B. on

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The representatives were amazing. My problem is with the online process - you should tell customers to arrive 30 minutes prior to the actual booking because the self-check in takes so long. It was incredibly conveldued and didn’t need to be. I really would not use this location again because of the online process. To be honest, I may even go with a different provider next time because the experience was so frustrating. I don’t understand why I have to do self-check in if there are employees sitting there, it’s so inefficient and frustrating. Please consider revising this “business” model.

Doug R. on

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Absolute worst checkout experience I've ever had. There was also a used condom in the truck.

Andrew J. on

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Check out was excruciatingly slow. Should have told us to register on app when we reserved. Or had the ability to do a manual work around when app was slow. Overall, a VERY unsatisfactory experience

Jennifer N. on

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Friendly fast

DOUGLAS R. on

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Be sure when reservations are made they are reviewed for dates of pick up and drop off and location. I was scrambling in my pick up day with a mix up in locations. Not fun

joshua H. on

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Customer did not leave a comment.

Albert E. on

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friendly and fast service.

Jamshad i. on

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Maintained

michael p. on

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The customer service was outstanding. As you know, moving is stressful And can make one a tad out of sorts. Everyone was so patient and helpful! I will be back when it’s time for the big move. Thank you

Will P. on

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Customer did not leave a comment.

Roy D. on

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Monica T. on

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The truck was filthy inside and out. There was pet hair, smell of cigarettes, stains, sticky steering wheel. It was kind of gross.

Jennifer H. on

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Slow to nonexistent 'service' - went to location since it was supposed to be staffed, but was directed to create an account on my phone and had to do the set up all myself, including finding the truck in a crowded lot. Had to also call to get someone to take the truck when I was finished, no one in lot. The only 'help' we received was when I purchased two blankets for cash and then found the clerk had also double charged me by adding them to my online order, along with a dollie. No thanks!!!!

CHRIS C. on

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Staff very competent and courteous but are forced to implement new online checkout procedure. It is so much more difficult than before. The steps are never ending

babak b. on

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for a 2 hour delay they charged for a whole day.

Adam C. on

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The online check in process is garbage. Why do you need the phone numbers of two other people that I GIVE YOU to rent a truck? You don’t need to know about my friends or family or call them from a call center. You are renting to ME not them. I have a drivers license and credit card. That is all you have ever needed. You want my passport for a cross town move. What are you thinking? The delay in waiting for a rep to respond to chat messages and call my contacts was absurd. Your web site couldn’t take photos with my iPhone 7 Plus. I had to restart the whole process on a U-haul phone. I had to reset my account password from my phone because I created the account on my laptop. The people at the store were as nice as they could be. That was the only positive aspect. Fire your online check-in product manager. Fire them. You wasted an hour of my time and lost my business forever. Budget, Penske, anyone but U.

Jeffrey M. on

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Awesome and easy to drive!

Jacques T. on

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a few things. First comment. I use to like u-haul very much. You are making it hard now. 1- your new tech app system is a waste of time. It use to take me 10 minutes in the non app tech way to get my vehicle. It took me 30 minutes today. All the non sense about taking pictures and all, yikes!! 2- nothing negative to say about the staff. They were helping me with the app. Thank goodness for that. 3- you have my credit catd, my drivers licence. Then you ask for 2 references. Is that a joke .. what does that do. I could give any name & tel # , what does that prove? 4- there is a note that even says that i could provide my passport. Why?? 5- pick up truck was dirty dust , mud and on. Hopefully i will not have to rent from u-haul ever again.

Anselmo E. on

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Customer did not leave a comment.