Customer Reviews for U-Haul of Mountain View

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 of Mountain View

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Anthoney T. on

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No sympathy for small contractual fineprint. We turned in our vehicle on time, but we were charged an extreme after hours fee since uhaul closed early that day and we did not “check in.” That process was not made clear to us, and we followed their explicit instructions to clean, fill the gas tank, return the vehicle in the correct spot, and drop off the keys. Seems like this place thrives off of blindsiding customers, many who are likely first-timers or tired from a hard day of moving. Do not recommend.

Donald K. on

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Customer did not leave a comment.

Roberto C. on

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Okkk

David R. on

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Truck was in good condition and clean. Guys were very busy but friendly. Three thing regarding the app could be improved: 1a) Load / reload hiccups - hard to say if that's the app or my cellular. 1b) Keyboard covers data entry fields on Android. 2) A lot of redundancy between the webform and the app - I was retyping things I'd already entered into your system. 3) I understand that you need a bunch of verification - but please have your customers do this when they book and are at an easy-to-type computer. Doing all the driver's license and second contact stuff while I'm trying to get the truck was super frustrating.

William M. on

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Overall very good. However, the location seemed understaffed -- there was a long line at pickup time.

Camilla P. on

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The location was decent and the equipment fine. The staff were helpful and friendly at my return. I was able to manage the self-pickup with the app, but really the app was horrible and I wish I had just gone inside and picked up with a person. The app system was very slow and clumsy, I had to re-enter information several times, and should be able to enter personal/DL information ahead of time, not while sitting outside in front of the truck. I definitely won't be using it again.

Sherwin S. on

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Hey Team can we do something about the phone experience? Calling U-haul always starts with a quick commercial for the company I’m already trying to talk to you; Then the phone tree, then, the crappy hold music while in the 5 minute queue even if you just talked to an employee 2 minutes ago. THEN… When I finally manage to get to a human, and pose the question, “how do I turn off the lights on this truck”, the last thing I expected to get in response is “did you read the owners’ manual”? Aside from the phone experience, pick up and drop off is great. Truck was nice and in great shape, etc.

Timothy B. on

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Customer did not leave a comment.

mark H. on

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The young woman who helped me was covering for a missing coworker Monday morning. She did an excellent job of taking my order, communicating everything with me and then she came out and hooked up the car trailer for me which worked perfectly. On return she disconnected the trailer quickly and I was on my way. The experience couldn't have been any better. Keep up the good work!

eric M. on

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Robert G. on

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Jean R. on

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Quick and effective!

Thomas S. on

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I brought back trailer late.. As usual... "You guys are great about that!" But I tried the internet to tell "someone" I brought back.... Couldn't work it.. But I am not too good with online......stuff. BUT you guys rock! THX!!

Ruzi A. on

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The customer service agent who served us was the worst agent we had ever seen in our entire lives. She showed us a face full of anger, impatience and discrimination. She was a disgrace to this company and she should be fired immediately, most importantly she should not be given any job at all for the rest of her life.

ROBERT W. on

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Staff positive and it was a fast experience on pick up and drop off. Would rent from that location again.

Albert D. on

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Customer did not leave a comment.

Bryce P. on

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Incredibly rude and unhelpful staff. Sales rep left the office without notice while servicing me, prompting me to have to wait 10 minutes before walking the lot to find another person to help. Equipment was not clean. Staff did not properly transfer the Uhaul box from the Santa Clara location to the Mountain View location as promised. Overall, a terrible experience that has me likely to never use Uhaul again.

Charles Y. on

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Customer did not leave a comment.

Terry P. on

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Using the software during pickup was hard. It asked to photograph my driver's license 3 times, but still never worked. Luckily the location was staffed and the folks at the desk were able to straighten things out. It's nice that the location opens so early. Not sure I'll ever try the off-hours pickup again.

Manuel H. on

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Customer did not leave a comment.

Rowan M. on

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I had booked my Uhaul for 5 hours. I returned back on time (from 9:21 AM to 2:15PM). When I asked the store manager if there is any checkout form that needs to be signed, he told "No. Just leave the keys on the seat of the cargo van and leave". The next day when I get the bill, I was charged $20 late fees. The bill said, "I didn't arrive until 8 AM the next day" which was absolutely false. If the uhaul has a camera, then you can check the timestamp on it. Also cargo vans are advertised at $19.95. I was charged $39.90. I have called the customer care for further investigation to make sure things are fair.

Arash Ari A. on

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Better customer service, friendly personnel, cleaner equipment (the interior of front windshield was so dirty & covered with wax that it made it difficult to see through it).

Danesh T. on

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Jeremiah S. on

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dave R. on

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Call me.

Steve F. on

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The trucks back up at return time. It seems the lot is big enough, but no employees or signage directing customers on where they should park to return van/truck.

KEVIN W. on

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Customer did not leave a comment.

Richard L. on

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The desktop computer system wouldn't work at 7:15a, so Virginia needed to check me out on her iPhone. UPGRADE your computer system! This wasted a lot of time! Otherwise, Virginia was a pleasure to work with (as usual) during the pick-up and Matt was great when I returned the motorcycle trailer, that I rent about twice a month from Mountain View.

Kenneth K. on

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Jackson S. on

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customer service was extremely unhelpful, crass, and even laughed at me when my "guaranteed reservation" was canceled the morning of my appointment. I was extremely unhappy with the customer service as they would not go out of their way to make the unfortunate situation any better for me. They simply did not care that my entire plans got turned upside down. My experience with UHaul made my move day a nightmare and I will go out of my way to avoid using UHaul any time in the future.

Guillermo B. on

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Have dedicated staff outside ready to receive equipment and vehicles.

Karen W. on

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The. In line wait

Anthony G. on

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To be fair my star rating has nothing to do with this location but uhaul in general. I called uhaul of Sunnyvale and reserved a 20 ft truck and transport trailer and received a confirmation email that it was reserved for me. On my scheduled day of pick up I call ahead to confirm my pick up time and I was told my reservations had been canceled and they did not know why it was canceled. Then when trying to resetup a truck the only thing uhaul could get me in a reasonable pick up zone was a 10 ft truck. I was moving 120 plus miles one way and because of this I had to make more then one trip to get all our belongings to our new home. When trying to ask uhaul who is responsible for this and how can they accommodate I only recieved pointing fingers in every other direction and i quickly realized that uhaul was not concerned that they made a mistake that truly made my worst move ever. I will no longer be using uhauls services because of this. The guy at the Sunnyvale location did just fine and had nothing to do with causing all of my frustration.

Elizabeth D. on

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Frank set us up with our trailer and let us know what us we need. He was very helpful and knowlagablel

Emily Z. on

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Everyone 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!