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January 2024 by Gisela Villa
The representative charged us for one way without asking our preference. I had reserved same location for drop off but she changed it without telling us of the extra charges. Then when I questioned it she said it was not refundable and called HQ and told them in front of me that I reserved it that way which was not true. She gave us a truck that was stuck behind other vehicles and we couldn’t get out. She then switched it for another truck that we couldn’t even open the door to because of how close it was to the rest of the vehicles.Then the returning process was a nightmare. The instructions were to go to a location and call a phone number. When I got there and called they said they were not affiliated with Uhaul. I called customer service and they sent me to another location but it was after hours so they told me to drop it off and take pictures for my records and then to call the scheduling team in the morning to make sure they accepted the truck. I didn’t feel comfortable doing that so instead I opted to return it in the morning at the new location. Glad I did that because in the morning the new location did not want to take it because they were full. We were so upset and told the manager that we’re dropping it off there and they had to take it. She gave us attitude and took the vehicle but said that gas was not where it was supposed to be so she charged us $52 for 8 gallons. We only used 1/8 of a gallon total. They had us driving around searching for the location to drop off and had to return twice. That’s unacceptable and a unfair consumer practice that I will be reporting it to the BBB.
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January 2024 by Kirk V.
I recently had to move out of my home in Roseville to my rental property and it was a big move from new Roseville to ole Roseville . I had went into the u haul and Jessica was so very helpful and very nice! I keep the truck longer than expected because it was a lot of stuff and Tony was very helpful and even helped with the extra cost ! I will definitely be a customer again and can't tell you how helpful Jessica is and Tony . Great service and very helpful and affordable !
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November 2023 by John B.
Unfortunatly the custoner service here is the worst I've delt with regarding U-Haul. You get the feeling none of them want to be working there and the customer is an inconvience. I knew it was bad when my 9 year old looked at me and said "she is not very nice for being the owner". This is the third and last use of this facility.
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November 2023 by Rubi Snyder
Both attendants were rude, the female one was on her phone as we asked questions and they would not honor the price online stating that there was something wrong with my phone, which we pointed out was the website not my phone. I wanted to drop off in Citrus Heights to avoid additional charges on mileage and even though online I was told I could, the female attendant said I had to return it to Roseville. On top of being charged extra, we were yelled at on the way out about not leaving our car there, which my father in law was driving off the lot. This was all around terrible customer service. I will not be using U-Haul again.
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October 2023 by Diane S.
The associate, Brittany, who waited on me was very rude. I was overcharged an amount that was not what was discussed and was not agreed to. When I questioned the charges, I was told that I had agreed to a rental contract that was emailed to me. I had never received the email. When I spoke to corporate, they had no record of my email on file or the contract. Corporate also was unclear of how the charges were calculated because the amount is not consistent with u-haul policy. My information in the contract that was later sent to me by the branch manager, Jessica, was incorrect & the contract was unsigned therefore it is not a rental contract. There was not even an apology for the misunderstanding or any attempt to resolve the issue. I am happy to pay what I rightfully owe. I was overcharged by over $100 and the manager is attempting to cover it up with a made up contract after the fact rather than admitting & rectifying the error.
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September 2023 by Ladyt Tichenor
Horrific experience!! The service at this site is absolutely awful.Everything that went wrong was our fault. The manager took ZERO responsibility for their lack of communication. They failed to charge the card on file. When we picked up the box the staff member couldn’t get the system to charge the $18 fee needed to pick up the box. In order to pick it used our debit card to pay the $18. They failed to mention that because that happened it would override the card on file. When we called about it then sent us to uBox support line. After that when we called to solve it they took every opportunity to direct us somewhere else to the corporate office and to our bank.When we determined that it was an on-site problem then it was “too late now”.They acted like we were complaining stupid because we didn’t know that although the app that they push onto you with 20 minutes plus wait times didn’t reflect the ACTUAL card on file.That although the staff member knew that the card on file was supposed to be charged and the debit card was used because their system was acting up and failed to mention that our debit card replaced the card on file and THE ONLY WAY to correct was to call the location and tell them. That the app won’t show that the debit card number had replaced the card on file.As far as the manager was concerned we should have known all this and since we were too stupid to know that it was our problem to solve.When I escalated to corporate we discovered they could have fixed it the first two times we called, but because we followed the instructions given to us by the people who made the error and too much time had lapsed there was no way to charge the correct card.This is completely unacceptable.Rent a uBox with caution because the support for that service is awful. Under no circumstances rent it from this location.
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August 2023 by Teresa T.
The worst customer service I've had in a decade. They made ever aspect of the uBox rental challenging. At the end of the day they charged not the card on file , but a card that was used for a single purchase because the staff was having issues with the computer. Then when we tried to fix it they took ZERO responsibility for not communicating that the charge for $18 would replace the card on file. Then implied we were the stupid ones for not knowing how their system worked. The manager was openly hostile and out and out rude. Beware when you rent the uBox - they provide very little support except through the app, but as we discovered the app doesn't properly reflect what is happening. The staff at this location constantly sent us to the corporate number when it was a site issue. Then it was "too late now".
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August 2023 by Prab K.
They gave me a broke moving truck 26ft when I was mobile signing up. Why do you want to keep broken inventory ? Brakes squeaky, wobbling chassis, fuel on E. Wtf ? Seriously not impressed.
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August 2023 by IRINA MOTRONCHIK
I rented twice from u-haul in a duration of few days. The first time the brakes where very scary on the truck. The second time I got a truck it was a better experience because the vehicle was newer. The manager who assisted me was nice.
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August 2023 by Leif E.
Jessica was really helpful, truck easy to pick up with phone. More trucks on hand than other u haul dealers I've been to. Don't understand why everyone in these reviews thinks u haul parking lots would allow long term parking, use your brains people.
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July 2023 by Mike Neumann
Prior to my last visit, this location was fantastic to work with over the past 10+ years. Unfortunately, something has changed.I reserved a truck to move some furniture for my elderly mom and when I showed up, the staff in the office- two women, two men- told me I couldn't park on their lot because it was reserved for their equipment.I had a 3 hour window reserved and there were copious open spots on the yard but the younger of the two women told all of the equipment was expected back. I asked her if it was expected back within the 3 hrs to which she just stared at me.I asked what I should do and she said to call someone to either pick up my car or give me a ride. Neither option was viable as it was a weekday morning and everyone was working.They made zero attempt to work with me and wouldn't respond when presented with other alternatives for me to leave my car other than to tell me again to get someone to pick it up.I cancelled my reservation and don't plan on going back.
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July 2023 by Barbara Singleterry
We rented a 10’ truck for our daughter to move from Santa Barbara CA to home in Roseville, CA two weeks before the move. It was UCSB graduation weekend so there was high demand for trucks. We were informed on the Sunday before pickup that our reservation would not be available in Santa Barbara and the closest pickup was Lompoc about 60 miles round trip. They gave us extra mileage, allowed us to pick it up the afternoon before and gave us a monetary discount on top of that. Everyone was very accommodating, willing to find a solution and helpful. I highly recommend using U-Haul for all your moving needs.
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July 2023 by David Wismar
Very efficient with a huge inventory of trucks. You will always find what you want. The staff is quick and courteous.
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June 2023 by Mike N.
Prior to my last visit, this location was fantastic to work with over the past 10+ years. Unfortunately, something has changed. I reserved a truck to move some furniture for my elderly mom and when I showed up, the staff in the office- two women, two men- told me I couldn't park on their lot because it was reserved for their equipment. I had a 3 hour window reserved and there were copious open spots on the yard but the younger of the two women told me all of the equipment was expected back. I asked her if it was expected back within the 3 hrs to which she just stared at me. I asked what I should do and she said to call someone to either pick up my car or give me a ride. Neither option was viable as it was a weekday morning and everyone was working. They made zero attempt to work with me and wouldn't respond when presented with other alternatives for me to leave my car other than to tell me again to get someone to pick it up. I cancelled my reservation and don't plan on going back.
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May 2023 by Josh Cook
Hope to God the owner on this U-Haul reviews these comments and not one of their poor mannered teenage "leads".Whoever was in the office on 5/23 around 5:30pm kept disconnecting the calls. It wasn't until probably the 8th attempt (with a ten min hold mind you. Finally hung up) they he decided to pick up the phone and basically have a (F you in his voice) when he answered. The most poorest attitude because he can't multi-task with the phones and help someone at the counter. Fire Fire Fire
