This "virtual check in" experience was horrible. For starters, the app was just giving a blank screen every time you tried to make an entry or change. That finally started working, then I can continue the process. I did everything it asked... Selfies, licence photos, names and numbers of references. Then nothing, so I start a chat. I'm told because of out of state license, I need a third reference. Ok, done. Now I'm told by chat that references are complete, and payment just needs to be made. "CHARGE PENDING" error message keeps popping up with a "TRY AGAIN" option. Keep getting the same error message. I try to ask my chat, and ZERO response. Multiple sent messages, and nothing. So now I am sitting in this lot, staring at U-Haul trucks, with a useless app and check in process. With no options left, I call support. Told I have a 15-20 minute wait. When I finally get a representative and explain my miserable experience, I'm told it is because the 10' truck I reserved is not available. SHOCKER!! I'm told a 15' truck is available for the same price. WHY CAN'T THE APP HANDLE SUCH A SIMPLE CHANGE??? Ok, I will take the bigger truck. Now I have to go back to the app and complete the same steps again. I can't tell you how embarrassing this should be for a company of this stature. And I told the representative that I want my $50 for U-Hauls useless guarantee. 1 hour sitting in my car trying to retrieve a "reserved" truck. Absolutely horrible!!
Jeffrey S
Elverton Bagels & Deli
(U-Haul Neighborhood Dealer)
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