The overall experience with the location wasn't the problem. The problem was that U-Haul scheduled a pickup in two locations 40 miles apart and didn't notify me of this. I arrived at 8am to pick up a 15' truck and autotransport and there was no autotransport so I had to wait until 9am which is the time the pickup location opened. While waiting I decided to contact U-Haul to find out why there was no autotransport at that location and that's when they informed me that I would have to drive to another location 40 miles away. Well that travel wasn't in my plans for the day so that of course changed everything I had scheduled. I decided to load the truck and then make the 40 mile trek to the other location. Once there I find out that the autotransport right turn signal doesn't work with the truck that I picked up at the other location and the location with the autotransport had about 20 of the 15' trucks but didn't do one way rentals. So now my only option was to drive away with no autotransport because there was no one at that location who could test the wiring on the truck. Now I am scheduled to be on the road at 8am the next morning and no autotransport to put my other vehicle on. I spent hours on the phone that evening with U-Haul trying to get someone to figure something out. The reason it was hours was due to the phone system kicking me back to the general que after being placed on hold and then having to wait another 30 minutes to get a new person and then explain the whole situation all over again. Finally someone took my number and called me back with an option that would possibly have me on the road 6 or more hours later than planned but I would have to drive 35 miles in the opposite direction this time to have someone look at the truck at 7am which is an hour before my departure. If they determined that the wiring was the problem then they would issue me another truck and then schedule some movers to come offload my truck and load it onto another working truck. There was no timeframe for the arrival of the movers either so they could have arrived sometime after noon or later. I had to make the decision to skip that visit and get on the road with my wife volunteering to drive our other vehicle since we were without an autotransport. This was a terrible experience with U-Haul and I didn't want to write this but felt the need to so that this wouldn't happen to someone else. All U-Haul towing vehicles should be checked for working wiring just like a personal vehicle would when renting dollies/autotransports from U-Haul.
Customer Reviews for Rob Roy Storage
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
Testimonials from recent customers of Rob Roy Storage
Suuuuper Clean (COVID-19 sensitive) office run by really nice staff!
A easy experience and very nice service!
The attendant was super friendly and nice. I could smell the disinfectant products used inside the vehicle and I felt safe! Best experience EVER!
Thank you for obeying the requirements to not allow people inside the building during the social distancing requirements for preventing the spread of COVID-19. The transaction was quick and easy.
The 24/7 after hours check-out wasn't the easiest to use.
Good people
Good service on check out and check in. And not as busy as other locations.
Nothing everything was great.
Now my first choice in the area. Wish one could make arrangements to pick up at 8 am
Jimmy was very helpful
The guys working at the storage/rental place were awesome, friendly, helpful, and overall helped make this a very positive experience for me.
amazing experience! Thank you for everything. Highly recommend
This is the best service I've ever received in my entire lifetime!!! Will come back to Aptos just to praise the service here!!
Excellent service!
Very satisfied. Would rent truck again from them.
Very friendly people. good service.
great place professional courteous friendly
The gentleman at the desk was very helpful and courteous and so was Edgar. I enjoyed their attentive service and great conversation. They are an asset to uhaul
Excellent experience with this U-Haul location. They were very accommodating and friendly. I would return there for any rental need.
Get rid of your requirement that I immediately pay for any damage. I am not going to use uhaul again because of this
The haul reservation website seemed cranky and cumbersome. It wouldn't let me complete my reservation without looking at two documents that weren't on the page but I could not move beiond that page to complete the transaction. As for the location, twice used it and twice have been impressed with service, cleanliness, ease of use, and courtesy.
Very helpful and informative. Made sure the process went smoothly!
Rob Roy Storage was great. However, Uhaul in general has been a nightmare the last 2 times I used it. Both in Reno Nevada and at SANTA CRUZ SHORT STOP, I was first told that the trailer I rented was not available! AND, at both those locations, I parked right next to the trailer I reserved! the employee at SANTA CRUZ SHORT STOP told me that he would not rent to me if i wanted to return the trailer to the location near my house, where I had requested to rent from originally! AND, your website is absolutely horrible, inaccurate, and gives wrong information!!
Felt good about leaving the truck after hours next to the CHP office.Good locaion
i've always had good experieces with uhaul, but this was the best.
Thanks again for making our move less stressful.
Professional and Courteous.
Customer service was the worst I have ever encountered from any business. I had requested Campbell, CA as my preferred pick-up location . That location was not available so I was told to pick up in Soquel, CA. Then the day before, that location was switched to Aptos, CA . This location was closed on Sundays when I was picking up the truck so we had to do something called " self-reservation" where you call in. First of all, the cell reception was terrible in the area so my son had to walk to the top of a hill to even connect by phone. Then as he was following directions, he was asked to take a selfie and then a picture of his driver's license which the woman at UHAUL said didn't match each other .She then accused him of breaking into the lockbox where the key was when she had already given him the key code. She actually accused him of stealing the UHAUL! This all took over two hours which is a ridiculous amount of time to pick up a UHAUL. Self-reservation is a bad idea. There are too many steps to make it a smooth transaction. Also, the woman in Customer Service is sorely in need of more training.
Customer service was very rude and was not helpful when I found out the location I originally reserved was not going to have a truck for us. She told me it was my fault for living in the “booniesâ€. I was inconvenienced by waiting for 1 plus hour on the phone trying to find a location. Finally a nice customer service rep who found a truck (but still over an hour away + gas). She tried to make it right by giving us an extra day that we really did not need but appreciated her wanting to make it right. Rob Roy's was VERY sweet and a wonderful experience considering the frustration. Your upload photo app and DL did not work. More frustrations.
The staff at Rob Roy Storage went above and beyond to help us get through the moving process with personalized service with a smile on a very busy moving day. We will certainly return for future moving needs and look forward to seeing the wonderful staff we met last Saturday.
Jimmy was great. Very professional and nice. Great business!
I have rented from Uhaul a number of times and the only thing I would like to see changed is the gas tank scenario. You pick up a vehicle and whatever level of gas is in the tank is what you are supposed to return the vehicle with. 7/16, 3/4, 5/8- simply provide the vehicle with a full tank and have it returned it with a full tank. No more guessing, no more eyeballing the gas meter. I think it would provide a better experience for the customer. Thanks for listening. Kevin Kelem
Best service start to finish.
Perhaps a bigger sign for U-Haul beneath the Rob Roy sign. It's easy to miss! Otherwise, just fantastic, excellent service!
Amazing customer service
Uhaul has become extremely picky about small dents and scratches. Had to do online picture check out. Felt like why bother to rent a truck if Uhaul is going to ding you on every little scratch .
Not sure why I was charged 3 days when it was for 2 days..but..
Nice clean facility and very helpful and friendly staff!!
Make sure to emphasize setting up the uhaul account so it's easier when one returns the vehicle. Other then that, excellent customer service.
I booked and scheduled a truck 50miles away from this location but I had to pick it up here. Never met anyone there but appreciate the help provided
Absolutely nothing. Just keep delivering the current level of customer service
These folks were very professional and got me hooked up and on the road quickly.
Damien and Edgar were very professional. Edgar hooked the trailer and checked the wiring. Nice touch!
nothing...everything was wondetful....
Friendly, helpful and Pleasant staff! Thank you to Rob Roy U Haul in Aptos! Thank you for making this move easier than anticipated.
Great guys had my trailer ready
helpful, friendly crew
The guys at Rob Roy Storage are top notch and great to work with! You can tell these guys love their job.
Excellent service!
Jimmy was organized, friendly, and made sure everything was good for my rental. I rented a trailer, but all the U-Haul equipment on the premises looked like it was in great shape. I would highly recommend to anyone in the area needing equipment!
Outstanding service. Made it super easy to drop off the trailer. Called me for instructions.
Great service
These guys are awesome!
Great Service. Very accommodating, will definitely be my go to when I need a UHaul.
Rob Roy rentals are the best. Will keep going back for sure.
Jimmy Doss gave the best customer service. I will use rob Roy storage again for my uhaul needs.
Given the space, I don't know how it could be done, but it would be nice to have a couple more parking spaces.
It was my best experience thus far renting a U-Haul. A great location to get a rental from. The entire staff was involved in my rental process and very helpful.
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