U-Haul Moving & Storage of Roseville

Mar 6th, 2024

Upon arrival to departure- from general manager/owner to entry level employees need customer service training. No friendly greeting. No smile or eye contact. Horrible verbiage. All the employees demeanor was disgusting. Advise of having secret shoppers for accuracy of how important it is to provide top notch service and not trashy blue collar people service. How did the Manager (rebecca) become an employee of this location, she looks like she should work funeral home but they even more personality than her.
Feb 10th, 2024

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 couldnt get out. She then switched it for another truck that we couldnt 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 didnt 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 were 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. Thats unacceptable and a unfair consumer practice that I will be reporting it to the BBB.
Dec 31st, 2023

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.
Oct 29th, 2023

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 couldnt 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 didnt know that although the app that they push onto you with 20 minutes plus wait times didnt 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 wont 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.
Aug 30th, 2023