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sean G.Customer Reviews for U-Haul Moving & Storage of Roseville
Testimonials From Recent Customers
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First of all when setting up my reservation your website wouldn't allow me to choose a truck and trailer with my desired drop off location. So with the help of someone at our corporate office who reached out to our account rep this was supposedly fixed. This was done in excess of 3 weeks prior to our move. Via email we were told that someone would be in touch 24-48 hours before our scheduled pick up time. With less than 24 hours and still no call, I called the place where we were supposed to pick up the truck and trailer. The person at this location informed me that he didn't show a reservation nor did he have a truck. So another call to our account rep and we were told that we could pick up our truck in Roseville. This was confirmed with a text message. About 3 hours later I got another text that had a different location. By the time I was able to read the message (I was in the middle of a 14 hour drive) it was too late to find out what the situation was. The website seemed to not be able to let me in and when I asked for lost password help I was never sent the code to put in via email or text even though I had already received 2 text messages earlier this very same day. The morning that we were scheduled to pick up the equipment I was able to call and found out that we had to pick up the truck in Vacaville and the trailer in Roseville when I had originally had it set up to get them in Woodland. This isn't a cross town move and obviously moving is stressful enough but to add this to it was unnecessary. I realize that times are difficult in all aspects but a little communication would have gone a long way. If we didn't have the corporate account I probably wouldn't choose uhaul again. If you want more details then give me a call.
D Scott L.Found out when I dropped trailer off that something wasn't attached that should have been
DAVID S.The service oilsoon light was bothersome but they explained it.
PATRICIA T.Great service on all fronts
INGE J.Kyle the tech was very helpful in identifying the trailer light problems we had. The running lights did not operate due to a problem with my tow vehicle and the left break and turn signal light was a trailer problem. He showed me with a wiring tester.
MARTIN K.I checked in a day early and the guy who checked me in, after I told him I was a day early, said I wouldn't be getting a refund the for the day I didn't use. Mind you I was only 30min or so past the time I checked the trailer out. Went inside and asked the front desk person and she corrected the error. Nothing like trying to be scammed. Prob won't rent from here again.
Christopher A.I know there are a shortage of workers and the one guy in charge was trying to keep his staff attentive and make sure everyone got checked in. I give him credit for that .
TERES B.The vehicle had a half of tank of gas. I had to drive miles to find a gas station to fill the vehicle up for my long drive.
JOSEPH FRANK G.I recommend acknowledging customers and speaking in complete sentences, not just single word statements and grunts.
Grant S.Great service and staff
Frank D.Have more pods available. Should not have to wait 2 weeks for delivery. We wanted to us them but had to use a truck instead.
Paul M.I got overcharged by $5 for a “safe move†add on that I never approved. Unfortunately, once I arrived on that page with the total amount to be charged, there is no way to go back and find out why there is an extra amount being charged. I did check the “dispute amount†box, but that was after I had left and was unable to add the final pictures a second time (because the system didn't save them). I've rent this size trailer multiple times over the past year and have never had this problem.
JOHN K.Rented 2 trucks diffrent dates drove ford f 650 26 ft trucks from 95650 to 89074. Great trucks, great people great communications, great overall.
Thomas T.The customer service in the office was absolutely terrible. I stood in line (two people) for an hour while the employees behind the counter spent most of their time chatting and cracking jokes. When I picked up the 26' truck I was told that it absolutely had to have a quarter tank of fuel on return but it only has 1/16 of fuel on pickup. I put 50 dollars in it just to get to a quarter tank and was told if I bring it back with a quarter tank I will get a 24 dollar credit. Are you joking? Where's my other 25 bucks? Absolute rip off. Truck was a total piece of shit. Headliner was falling out, shaking all the way down the road. Will never do business with uhaul Again
Lucas S.Thank You very much great service
GARY B.A girl hooked up trailer. When left tail light didn't work, she disconnected trailer then told me I couldn't take it. She didn't care to try to clean connection. She was rude and all she said to justify her actions was “I'm the assistant manager….†You know you're in trouble when a worker believes throwing a title at you is all the justification required. Like because I'm your mother. Luckily I went to nearest UHaul and their service was excellent and I got the trailer in time for my pickup appointment. To improve things: work on communication skills and customer service. I did not give a hard time as I knew it was fruitless. But I did find out the rules are not consistent across UHaul rental center.
Cary C.1. Answer your phones directly at that location 2. Return phone calls and emails when customer service and the customer receiving faulty pre-lien and late notices is trying to resolve the matter. 3. Fire Katie who is an area manager that is unable to return a call after saying she would do so. 4. Promote Brittany who works at the location. She was the first one that stepped up and took the 5 minutes to fix the problem. I made 2 phone calls all ending up at customer service that was unable to correct the situation. Both service agents directly emailed the location and advised of the error for the late fees/pre-lien notice with no response. I replied to the emails I received directly with no response. I went in twice to get resolved. First time there was no manager on duty however I spoke through the desk agent to Katie and received her phone number. She advised to call her and she would call back. After 3 days, she never returned call. I made my 2nd trip to the location and finally Brittany took the 5 minutes to resolve the matter. Check my orders via Uhaul.com - I have spent plenty of money as a personal consumer and have always received great service. This was completely uncalled for especially when receiving multiple notices for Pre-Lien/Late Fees for boxes that had been empty for over a month.
Stacey W.The young ladies that helped me with check-out and check-in were so friendly, helpful, and professional.
PETE C.The building could use improvement. The interior is old, dusty and lots of stain on walls. The staff are friendly and very helpful. Uhaul trucks have been kept maintained well. The back area where I drove out of could be better paved. I felt my uhaul was going thru a major dip and that the vehicle was going to brrakdown.
Emily A.The girl at the counter could use some personality, maybe a smile and "I'll be with you in just a minute." Instead she sat there, looks like she was on hold and stared at computer screen. Left me and another customer just standing there waiting to be recognized. When she did finally wait on me it was with a bored monotone voice. Yard guys were excellent and friendly.
JAMES E.After hours drop off
Tu N.There's never enough help in the office. It felt a bit unorganized. Upon pick up, there was no one manning the desk. I waited for about 10 mins until someone finally came in. Then, upon drop off, I waited for about 20 mins in a long line to return my trailer.
DANIEL M.The customer service rep was good but being charged for another day because the van was not returned by 9am was so wrong, especially when I was told to bring back by tomorrow with no set time.
FRANK A.I was told the gas tank had a 1/4 tank of gas. When my son started it up the tank was empty. He told the clerk and left to find a gas station. We barely got. The truck died before we got to the pump (about 15 feet) so my son and I pushed it just enough to reach the pump. Other then that the truck (26 foot) was great. Air working good and perfect size for my move making one trip. Customer service was great too.
COZETTE C.My overall experience was terrible. I reserved a truck nearly 3 weeks in advance to be picked up at the Danville location at 10am on Saturday the 17th. On Friday the 16th, at 3:08pm, I received a message stating that my reservation would be ready at 3pm on the 17th at the Pleasanton location. After all of that, I go to drop off my vehicle at the location I was told to leave it at, when the manager runs out and tells me that I can't leave it there and that I have to take it to another location, 6 miles away, so I drive it there last minute. I finally tell the associate at THAT location all of the issues I've experienced in the last 48 hours and he tells me there's nothing he can do about it and to call the 800 number if I need to complain. He was kind enough though to tell me that he needed to charge an additional $10 since I went over the mileage. Thanks, UHAUL!
Erik T.Line and wait is too long when checking in 1st thing in the morning
Ira S.They can take a lesson from the pick up site. The grounds are uneven and many pot holes. The fellow that checked us in was short of rude and of little help. We checked in at the same location as many rentals before.
Frederick S.We accidentally left some personal items in the glove box and they were happy to retrieve them for us.
Virgil P.Not if customer service is important to them?
DAREK F.It would be cool if people picking up trailers who already did online check in could just pull into the pickup/dropoff line without having to go inside first. It wasn't a big deal at the time I went but if it had been crowded I would have been wondering what the point of online checkin was.
Ryan D.Best uhaul location there is!!
JASON L.Nothing. Dillon was GREAT when I checked in.
Frank S.The woman was very polite.
JENNIFER G.The local use vehicles do get a lot of usage and their overall condition reflects it. I was also concerned that the staff that checks in the rentals have no shade canopy over their work area to relief from the sun.
Frank P.Very respectful and professional I appreciate the profession and a hospitality that was given me as a customer thank you you all for helping me in my move.
Terrie H.A long wait in line when I came to pick up the vehicle could have been avoided had there been more staffing. My round trip consisted of 38 miles, but it required me to add 8.5 gallons to bring it up to full tank! Either the truck has extremely poor gas mileage of 4.5 miles/gal or UHaul gave me a vehicle that wasn't topped off in the first place. I suspect the latter!
GRANT W.honestly everything was great!!
JOHN T.Told gas was at 7/8, but it was lower than 3/4. Busy location, rude clerk.
KATHLEEN JO S.Truck running a little rough and outside dirty but I guess the location looked to be under staffed when I picked up the truck so I understand why the equipment was like it was.
Victor D.Always keep the equipment road ready and safe.
Scott T.1. Customer service agent: Brittany Edward's at this location needs more training in good customer service, she was very rude and had a bad attitude. She forced me to provide an alternate phone number and threatened me by denying the vehicle. When asked is this new procedures since I never encountered this before, she gave an attitude and will not provide me the new policy information. 2. I was charged $25 for unclean vehicle that I received.
Arul P.Got the U-Haul pick up truck and the tank wasn't full but we were expected to fill it all the way up upon return. Also had a very hard time using the mobile pick up option, wouldn't let us pick up our truck for an hour and had to go inside because they needed to verify another person as a contact incase of any damage.
Daniel O.Great staff, give these boys a raise!
Jacob C.The website was down during check-out which wasn't great but the site staff helped me out which saved the experience!
Natalia C.Upon arriving the drop off entrance was blocked with a moving truck so I went inside the store where there was 2 people waiting in line and no one at the counter. After about 5 minutes a customer and employee returned and completed there transaction. While waiting about 5 additional customers came to also return there equipment, they were stuck on the street with no place to return the equipment. After waiting about an additional 20+ minutes it was my turn in line and the employee quickly moved the blocking vehicle and checked us in. Your employee remained calm and kept pushing forward despite the customers complaining and upset. Your employee should be recognized and given a raise. Please provide you employees and store with more support!
EMIL F.The storage area where the trailers and trucks are stored needs to be graded. Too many ruts and holes. Other than that, the customer service was excellent. I was thanked when I shut off my truck so the employee could disconnect the trailer.
Lawrence W.n/a
GABRIEL C.Long line yet no public restrooms or porta-potties. For 9AM appt. was surprised to see so many people.
Jenifer W.The only problem that we had was waiting in line early in the morning for the car. The systems were down and it was a bit frustrating. The customer service was OK and the vehicle was in good condition.
Eva T.The business practices are very aggressive. I was two hours over with a trailer and they charge me another days rent on it. It seems like that's a very aggressive business practice to be charged aNother days rent when you're two hours late. I feel there should be a different charge for being two hours late. They had another trailer of the same kind in the yard so you can't say that I prevented someone else from being able to rent the trailer. I understand U-Haul does it because they can but in the future I will tell everyone about these shitty practices that U-Haul is a part of.
MARK D.Great service and I like doing business with this location.
Paul P.Keep smiling
Harrison W.