Customer Reviews for U Stor It Murrieta
(U-Haul Neighborhood Dealer)

Rating:

2.0

The location itself wasn't necessarily bad, but the overall experience was. Vanessa at U Stor It Murrieta was trying to be as helpful as she could, but the Internet reception was poor inside the lobby and everything had to be done through the UHaul App. Vanessa asked for my driver's license and scanned it, then I had to scan it two additional times in the UHaul App. It doesn't even tell you to rescan anything, it just doesn't do anything. I only knew because Vanessa told me on her end it showed that my picture was blurry. Then I had to have a contact verify me, not once but twice. There was a "glitch" in the system, and I was told to provide an additional contact since the glitch prevented me to continue the process in the App to pay for and pick up the truck. I had already been verified when they called my spouse and I had been approved. I was told by Customer Support that the additional contact would not be contacted, but I guess that was another glitch because they were contacted. When finally getting to the truck, I had to call the U Stor It desk to get the code for the lock on the back of the truck to get the key that was locked inside the back. I was told the code would be provided to me in the App. That was not the case. I was having trouble with the lock, so Vanessa came out to assist with it but I was able to get it open before she made it all the way out. Then she came back out to try to help with the pictures since they would not upload. She wasn't able to get the pictures to upload either. The App would not accept the pictures I was taking which was part of the checking out process. I took my own pictures for safe keeping but I was never able to upload them into the App except through a Customer Support chat after the fact. This was a very frustrating and timely process that took extremely too long. I only needed the truck for a few hours to move items from a storage unit at a different location. I had to reschedule an appointment because this process took too long. Removing the human element from renting a U-Haul truck added unnecessary frustration and wasted time. It was a HASSLE. Fortunately, when bringing the truck back, the check-in process went fairly smoothly, except there is no lock box to drop the key in as stated in the App directions. If I hadn't seen Vanessa on the grounds walking in the parking lot to give the key to, I would have had to return back to the truck, unlock the coded padlock to put the key in the back of the truck and lock the coded padlock again. Thank you for your help, Vanessa! As a result of my experience, it is not likely that I will rent from this location again, and possibly not from U-Haul if there isn't a human to conduct the transaction with in-person. The App was not easy or convenient by any means. Maybe in the future it will get better, but I definitely felt like a rabid guinea pig in the process and that's not something I will want to repeat. Two Stars are because of Vanessa's assistance, otherwise I would have rated this experience as one star/poor.