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THOMAS BCustomer Reviews for U-Haul of Mountain View
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.
The vehicle I rented had a warning light that an oil change was due. This should have been taken care of before the vehicle was rented out.
Bernard AAll good 👍🏻
Roman NWe had a really bad experience trying to use the UHaul app. It wanted to call people to verify identity when we are trying to pick up a UHaul early on a Saturday morning. If you need to do all that, you need to make it clear to start that verification process days in advance. The staff at this location was great both at check-in and check-out and took care of everything we needed very efficiently.
CASEY HThe process of reserving online, easy pick up, and easy return/check out makes this my preferred U-Haul location.
CARY BProcess could have been made a bit more obvious but the truck was good, ultimately getting and returning it proved simple enough, and I'd happily return for future moving needs.
Kindle Wget rid of the $20 after hours return fee
MARK DWorst experience at U-Haul. Customer service was bad at this location. Had to drive around to get a dolly cause the person did not make sure I had what I need for my reservation I made. He told me everything was good and was not . And said to me was his mistake cause he didn’t look but it was not good for me cause now I wasted time money and my own gas in my car. Moving is stresssful.
JOSEPH RExcellent customer service, 👌 thank you.
Rudy PEverything was perfect! Great location, great service. I'll be renting here again!
Peter WEfficient, friendly, just right !
Michael GThe truck had some dirt from the previous user.
ABDULLAH GThe bed if the van I rented was dirty with dirt, leaves, and grass clippings. I swept it out myself and blew it out with a blower, so I returned it to U-Haul in much better conditions.
Hugh Mgreat customer service and fast
DUC PEveryone was very nice and helpful. I was in and out quickly!
Warren RReturning the trailer after hours was specifically discussed but the existence of a $20 fee for doing so was never mentioned. This was an important oversight and could have become a very contentious situation. Don't let this happen again!
randy cGreat check-in experience and very smooth and efficient!
PAUL WFurniture dollies were out of stock despite my reservation so I wasn't able to use them to move. Inside of truck bed was dirty with grass and leaves.
VIVEK SYour online resie process is an irritating endurance challenge at best. It really really sucks that I have to answer an unbelievable amount of upselling questions to simply be rewarded with even more upselling questions just to rent a freaking van for 5 hours of local use. Great company great personnel horrible resie process. I can only imagine a marketing department that spends there day excited about the upsell numbers while trying to add more opportunities to irritate me with even more offerings. Maybe a back rub or a manicure;) its truly embarrassing guys.
jacque sgreat staff great trucks, can you get electric trucks soon?
DANIEL HConvenient location and good people.
ROSS TJust a minor nit-pick: adjust the van's clock for daylight saving time.
Daniel EThe Mtn View staff is great! Im a pretty regular customer and they take good care of me. They are the ONLY reason I stick w UHaul. I got two separate (inaccurate) alerts on this last rental saying it had been cancelled, which cost me a half hour on the phone to confim. Your published truck dimensions are inaccurate which caused me huge problems recently (I called about this and never got the promised return call). A reservation in Santa Barbara was moved to a difficult location on zero notice a few months ago
Mike CAll good
Roman NThe guy who works here today was pretty nice and helpful
Yuner LI immediately got a low tire pressure warning. It was easy for me to stop at a gas station to fix, but it might have been an issue otherwise.
Lucas GVehicle pickup procedure is terrible. Making the customer waste time in taking pictures, with an absurdly clunky web site which does not even allow us to do that. In particular, the web page refuses to accept pictures in the middle of documenting the condition of the truck - which completely defeats the purpose. In particular also, the vehicle at that point is tightly packed with other vehicles - making it impossible to document the condition in just a few pics. That's just stupid.
PIERRE UNo problems.
Agha ADo you offer a Veterans discount?
YUL RGet a good rate on app not in store
Mary AGood honest friendly people working hard, make it as easy as possible.
ERIC FKeep up the good work and make the customer feel happy
Lucio CAll I have to say, Fabian is a exelent person very professional and efficient the best customer service I definitely highly recommend
JOSE MThe uhaul app had some issues when taking photos on my iPhone. I tried several times to take each type and they didn’t seem to upload. I ended up having to take my own just in case and mark “skip photo” to get through checkout.
PAUL HEverything went great The representative Was extremely helpful and polite ☆☆☆☆☆
bryan lUsing the app for pickup was very frustrating! The app was slow and glitchy... had to take selfie several times as app kept saying the photo was not adequate. I finally just proceeded and it worked anyway. Then photos of vehicle weren't uploading despite multiple attempts. I finally just got on the phone to ask if I could leave with vehicle and I was told it was already cleared to me and I could go. Additionally... when vans/trucks are all parked next to each other it's impossible to take good photos of the sides (and roof!). Perhaps photos are only necessary if I actually spot any damage??
SHANNON SThe customer service team when the process started was good with the service, however when I went to pick up the van the GM was awful. As I was outside he sat there and smoked a cigarette while I took photographs of the worst van on the property. I went in side when I’m “photographing session timed out” and told him I needed help. He said all the vans are like that go find one that you like and then you can leave. Horrible experience
MATHEW SAll good
Roman NWe tried both 4x9 open utility trailers at the Mountain View site and both had broken towing connector wiring. The pin and wires were cut or broken. This should be a simple repair and equipment should not be down. I had to take the larger 5x9 trailer. U-haul equipment is old and not well maintained. Same story the past 20 years.
GREGORY RThat was great expriance for first time
ALI ZSane as my experience great customer service
Charles AI walked in and two workers were at the desk. They both must’ve not noticed my presence so I yelled to scare them haha. Anyway, location is clean and so good. I forgot who was helping me but he was very polite and clear and made sure everything as good and got me going and same when I got back but with another worker. I really appreciate all this location has done for me.
ANDILOA MBack door was not aligned. It was very difficult to force open or force closed. The brakes felt dangerously mushy.
DAVID WI don’t have 4 pin connector for trailer
KELLY EThe truck was well maintained and comfortable to drive. The only thing I would like to see is when you rent a truck someone would explain all the functions of the truck.
DONALD MEasy checkout and checking back in. Great supply of boxes and packing materials.
Therese RThe agent allowed me to select the van I wanted (a Ford) instead of forcing me to accept whatever van came next in sequence – I feel very happy about that. In the past. other agents had forced me to accept the van that was “next”. My van was positioned front-and-center on the lot, but it was dusty with bugs smashed on the windshield. I went to a carwash to clean it. The sticker on the driver’s side door-well recommended 52 PSI in front tires and 75 PSI in rear tires (cold pressure). The fronts were 53 and 49 by my pressure gauge and also by the dashboard readout, but both rear tires showed only 65. I went to a gas station and added 10 pounds PSI to each rear tire to make 75. Better if U-haul already established the correct PSI instead of 10 pounds low. Other than that, everything was good. No wonder, because it was a brand-new van with only 1000 miles and new-car-smell. After my camping trip, I cleaned it using a broom in the cargo area and wet-wipes and a whisk-broom in the cab, so it was perfect. The agent was happy he didn’t have to clean it.
DANIEL WPoor customer service—including the general manager, who didn’t bother to smile or greet customers. The truck was dirty and smelled bad. I rented a dolly, but it wasn’t inside the truck, so I had to return to the location to pick it up. Fortunately, the employee who helped me waived part of the mileage cost to make up for the mistake.
RYAN HGood location
TROY TMy time waiting in line was longer than I expected
JOSEPH Flocation was busy on a Sunday morning, so pick up was a little slow.
THOMAS GThey gave me the car, that mileage was 90 miles more then in records and I didn't notice that. So when I came back they didn't say anything to me, just charged me for 99 miles for less than 2 hours on 26' van. Instead of 9 miles. So I had to come back another day and they said that everything is correct and before taking a car I had to check mileage. That's true, but there were a lot of 888 and 999 mixed digits, so it looked like everything was correct. So I spent more than 30 minutes trying to explain them that I have witnesses and I drove 9 miles only. They said that they also have witness and it's mileage on the screen. Then I found a picture that I made in the middle of my trip because of the engine check alarm was on. And they decided to check the mileage history after that. They found a mistake and reimbursed me about $110. I spent about 50 minutes there instead of 5 if they would check it when I came. Very disappointed experience!
VIACHESLAV PYou were so friendly and helpful.🤗
MIA DVan was dirty and warning for the tire was on
NEIL DEveryone at this UHaul location was super helpful. It's clearly a busy location but we were able to get all the help we needed for our move. Thank you!
Emily Z | Overall Experience