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Craig 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.
Always have what I need without having to wait to long
ROBERT GI've rented here mulitple times and generally have great experiences. The trucks these days seem to all have over 100k miles and are a bit rough but well maintained. I'm disappointed on this rental because I drove a total of 12 miles, added 2 gallons of gas before returning it, and still got billed for 2 gallons. The fuel gauge is not precice enough for this level of pickiness and I was unfairly charged. I would like to be credited the $15 for fuel I was charged.
Brian CBest location and the best team, Thank you all
Roman NCan't say the employees did anything wrong. They were polite and responsive. However, I was given a defective vehicle, so I can't give a higher rating.
Matthew KThe staff at this location were so friendly and helpful!
Emily BShare unique price calculation for Van. I was not aware of the pricing (per day) if the miles driven is 70+ miles. Upon return, I requested the agent to complete the check out instead of walking away to get receipt via email and be surprised.
Isaac RThe truck had a flat tire overnight which almost caused us to miss a delivery to the airport at 6am. Luckily, we had an air compressor to make the delivery before heading back to the facility to swap out the truck. Thanks to the staff for quick action.
Michael SNone
Kent OWhy am I being charged for gas and still expecting to fill it up to the same amount?
Alan CThese guys are great. Friendly and professional. One of my top 3 go to Uhaul places.
ANTHONY SEasy ingress/egress and very helpful and friendly staff!
Christopher WVery polite and helpful staff. Was alerted to do a quick clean before initiating return by one of the employees rather than pay a cleaning fee. He definitely didn’t need to tell me, but I’m glad I did.
Richard DAsshole teenage clerk extremely aggressively pushed a cleaning fee that was not in the contract. Trailer was returned in exactly the same condition it was rented, verified by before and after photos. He then charged an unauthorized $150 cleaning fee that I now have to charge back with Amex. Outrageous
Vitaly GProcess is faster than I expected.
yingbin wMy overall experience with U-Haul has always been great, but unfortunately, this time it was quite different. I received a truck with low pressure in one of the rear tires, so I had to wait for employees to arrive and put air into it before I could leave. Then, around midday, I realized that the air conditioning was not working. It was an extremely hot day in California, which made driving the truck quite uncomfortable. This particular rental was definitely not comparable to the level of service and vehicle condition I have traditionally experienced with U-Haul.
VALERIY GFast and easy check out.
Donald MPrice was too! There are hidden fees
Julienne SSee last text box. Did not get what I ordered
Allen AService rep was impatient and not friendly.
Gali LRecommend padlocks for box truck rentals, and walk customers through everything when it comes to the price difference between a two wheel dolly, and a four wheel elevated car carrier.
DEAN JThe vans gas gauge is faulty. I picked up with 7/8 (actually it was 13/16s but the record was inaccurate to begin with) and drove about 20 miles. I went to the gas station to fill up after and the gauge was suspiciously at 3/4 even after I added gas. Started up the van a couple times to see if it would go up. had to run my card again and added more gas. Next I check the tank is full. Of course if I returned it less than 7/8 you’d charge me $7 a gallon, but won’t reimburse me anything when I overfill due to the faulty equipment.
AKSAY BFriendly and efficient staff.
Yuchen HAll good as always, thank you santos and the team.
Roman NThe U-Haul of Mountain View location was exceptional. However, this was not the location I booked nor the location that was communicated to me in my reservation. Given this, I was over an hour late to meet movers and the original location (GreenMail) I booked opened 10 minutes late before informing me of U-Haul’s error. I was informed I’d be given a $50 refund via phone due to this.
Kenna BGood experience renting at UHaul of Mountain View. I have rented several times, always good experience.
Udom DWindshield was dirty with dirt and bug splatter. Windshield wiper fluid made it better but the bug splatter was caked on. Cargo area had some debris, including small rocks. Quick vacuuming could have easily fixed that. The staff at the location were great, very helpful and courteous. Van itself worked well. Brakes seemed to be in good condition.
David KQuick and efficient checkin at the store. The manager on site was corteous and helpful. One minor glitch is that the tight parking of the trucks makes it a bit difficult to take pics of the side of the truck
Raffaele NThe u-haul truck’s tail lights weren’t working putting us in dangerous driving conditions.
Carla ZThe truck is rented was a little dirty inside the one I rented last week at a different location was very clean just saying
tom gThey didn't have my truck in spite of your booking guarantee. I was forced to rent a 26' truck that I was very uncomfortable with. The single person there was very unhelpful.
BASAB PProvide more information to the costumer about the final receipt because I paid 190 miles and I used less than that. I don’t know if I will get reimbursed for the mileage I did not use
BYRON GSe dejó el camión alas 8.50 pm
Jose iI didn’t see the message to take the picture of vehicle license plate before leaving the facility. I did an in person rental. So maybe have the this task told in person, since I thought renting in person was a different procedure. I chose in person since I dislike the app process.
Kristina WCar was superb and supervisor inside was very kind, helpful, and most importantly swift. Would 100% rent a uhaul here 100 times again.
Abdeljabar AVery efficient turn in process.
LEE SThe customer service person was very professional, personable and knowledgeable. We greatly appreciate the quality of service he provided.
John VSantos, the manager of this facility is wonderful. He is professional, patient and courteous. It is refreshing to meet someone who puts customer satisfaction as his goal. Santos is an excellent ambassador and representative of your company. It is truly a pleasure to work with him.
Edward DExcellent service, very knowledgeable employee.
Bryan URegretfully, I will being going to your competitors in the future.
Boyd AThe guys working at the front were dismissive and rude.
JESSE SThe truck was dirty, but ran great.
Curt CThe garbage cans were full. Staff should clean them out at the end of shift and during the day. Cleanliness is part of the company culture
MARCO VThe parking lot is a bit tricky. I didn’t go in the office, so I didn’t see that area. The staff was great - friendly and helpful.
KATHERINE SAC did not work well.
steven kI had a very disappointing experience with this location. I originally reserved a truck for pickup in Palo Alto under U-Haul’s Flexible Pickup program. My reservation was around $70 because I agreed to return the truck to a different location. At 11:29 AM, just one minute before my scheduled pickup time (11:30 AM), while I was only a few minutes away, I received a call saying the truck was no longer available. I was redirected to the Mountain View location, which required me to drive an additional 15 minutes. However, no one informed me that the pricing would change. When I arrived, the employee told me I would have to pay the standard daily rate plus mileage, which was significantly more expensive than the reservation I had originally accepted. I explained that the change was not my fault and that I had only agreed to go to a different location because I believed my original reservation and price would be honored. Instead of trying to help, the employee was dismissive and told me that this location had nothing to do with the Palo Alto reservation. I don’t think it’s fair for a customer to receive less than one minute’s notice, drive farther because of U-Haul’s inventory issue, and then be expected to pay much more than the confirmed reservation. The lack of communication and poor customer service made this a very frustrating experience.
Rander ABad behave Dirty truck
Jorge Sgratefull and happy with the service l have received, thank you
RODOLFO FWhen I tried to pick up the trailer there was a very long line while only two associates where there. It appeared chaotic. The staff also was overwhelmed since the U-Haul IT system appeared to have malfunctions. Customers were sent away in an unfriendly fashion referencing the IT system issues. When it was my turn they just told me to search for a 6-character number of a trailer I could hardly remember after hearing it one time. I asked for help to hook up the trailer and I was told to just search for the trailer and wait there until somebody will come by. When returning the trailer one day early it was a similar mess. I had to unhook the trailer myself and when the associate came by I asked for confirmation that I'll get a prorated invoice since returning early. He confirmed verbally and I took a picture of proof to have a time-stamp. The next day I saw some phone calls on my voicemail apparently from U-Haul trying to confirm when I will return the trailer I had already returned. The next morning I saw an email stating the trailer was returned just now (2 days after I returned it in fact). I drove the U-Haul location and showed the associate my picture of proof with time stamp and including the associate who was supposed to process the return. Since I was falsely charged 3x what I should have been he promised to adjust the bill and apologized that his colleague just did not enter the return in the system. One could call it fraud or gross negligence ...
DOMINIK BNothing to improve, everything seems to be in the right track.
Amato MGreat service from all the staff Thank you
Roman NThe man needs to be more courteous and friendly with his customers. He has no matter in customer service.
Timothy YEveryone 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