The good: The location was very convenient, the truck was available, clean and very serviceable. The bad: I went into the location (Texaco) and inquired about renting the truck - the very nice employee commented that she does not handle the trucks, you must use the app. No problem - I am in IT, and appreciate technology - but (spoiler-alert: it has to work). I scanned the QR code, expecting it take me to the rental site -- nope, download the app. OK, downloaded the app - entered my phone number, received my OTP, went through the steps to rent the van (headshot, scan drivers license, enter payment info, enter reference info.... the screen popped up noting my application was in progree, and I should wait 3-5 minutes. About five minutes later, it returned to the original screen -- no confirmation, no email, no text, no nothing.... Hmmm, what happened to my rental application? At this point, I called the assistance line noted in the app, and spoke with Megan... the first thing she said was, "Yeah, our app as some issues" futher, she noted she could see my transaction, but couldn't determine the state. We went back and forth for 15 minutes with no resolution. I simply asked: "Should I simply restart the entire transaction, or is there anything you (or anyone else) can do to continue my original transaction?" She replied - there is an online team that can help, and that would be quicker, she could transfer me. OK do it. She transferred me, and disconnected - only for me to be met with an automated message "Your approximate wait time is 24-36 minutes". ... I disconnected, and began the process again ... went through all the steps (headshot / license scan / reference / payment) ... finally, it seemed to have worked. I recevied an email and a text that my rental was ready - and I should click the link to access the vehicle -- I clicked the link. ... and groundhog day ... Headshot / license scan / reference / payment (for a third time)... but at least this appeared to work, as I was finally able to get the vehicle. ----- Overall just a terrible Ux.
Daron P
Beachcomber
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Satellite Beach, FL 32937
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How U-Haul Reviews WorkSince you asked for a review. .. This review is not for the Beachcomber location but it is for for UHAUL. I had to pick up a piece of furniture so I rented a "$19.99" van. I made an appointment online the previous night thinking it would expedite the process. When I arrived to pick up the van, I was told to scan a QR code to check in. What followed next was an endless loop of stress and panick for the next 45 mins with no direction or service to help through the process. (Again the gas station employees were lovely, this is not a review of them as they only hand over the keys at the end). I loaded 3 photos of myself, 3 family members info was loaded and they were called without warning to verify my existence, my license front and back was loaded 4 times. This process was long and inefficient. Just when I thought I was finished "checking in" it was now my job to enter the mileage and load photos of the fuel guage and every angle of the vehicle. I rented the vehicle for 2.5 hours. The first hour was just getting the vehicle out of the parking lot after checking in. The $19.99 price is a complete scam. After all of the hidden fees and gas fillup etc, this van cost me $80!! This was the worst transactional experience I have ever had - and I'm in my 50s so I have seen my share of inefficiency. Top it off at the end with ANOTHER round of required vehicle photos from every angle - taken by me in the rain. Honestly, UHAUL should be offering me a paycheck for all of the time and work this required. I will never use UHAUL again and I will sing it from the rooftops so no one else has to deal with such an inept company. I will be using Home Depot trucks goung forward.
Victoria VYou need to make your app more responsive and user friendly. It was an absolute PAIN trying to get all the pictures uploaded both checking out the truck and upon return. The last thing you want to do is stand out in the weather waiting for an app to do what it supposed to do during an already time crunched/stressful event.
MATT WThe mobile app which I needed to use for checkin was difficult to use. Everytime I tried to finish the check in process the process would reset. It took me 5 attemps to complete it. If my phone locked for any reason, the process restarted, when I didn't agree with the fuel level being full and tried to submit a picture it restarted. Finally to get it to work, I accepted the fuel as full and then was able to complete check in.
Michael AStaff was kind and helpful at all points of the process.
Michael P