September 2020 by Eon V.
I had a decent experience recently at the UHaul in Mt. View - not terrible, not great. It was my first time using the remote check-out/pickup which was kind of confusing and not as straight forward as I expected. However, I did get a call from an agent in the Mt. View location the day before my reservation to review the details of my order and to answer any questions that I had. Good job on that!The truck I got was old, pretty beat up and had very high mileage. This would have been a concern if I had a long distance move, but I was just using it around town. The dashboard light for the airbags was illuminated, so clearly it had not been serviced in some time. Also, there was hardly any gas in it! Why would they rent out a truck that was nearing empty? Like I said, didn't care because I only needed to drive about 30 miles roundtrip. Upon return, the agent was quick about checking me out so that I could be on my way. He did explain the various charges and was surprised to learn that the truck was basically without gas upon pickup. Overall, good marks for in-person customer service, low marks for equipment and upkeep.ZERO stars for the agents/reps that you get on the phone (the "call center" reps). I was asking questions about the remote pickup process and this gal got super impatient with me, sighed and said Let me just text you the video! I asked to be connected to a rep at the physical location and she hung up on me. Of course, I never got that video. Also they offer 'customer service chat' on the app, but when you initiate messaging, it auto-responds that there isn't anyone available. Stupid. You have some work to do UHaul!
