Customer Reviews for Rossi's Black Point Station
(U-Haul Neighborhood Dealer)

Rating:

1.0

The most awful u-haul experience ever. The lady didn’t Know anything, didn’t have my reservation, didn’t know the process of renting out the truck nothing. She had to call someone. He didn’t answer at first, she had to call several times. Finally he answered. Then we couldn’t open the lock box with the key in it. I was just about to give up and say forget it, when she asked the guy if she could give me the key from inside. Are you serious?? The whole thing made me an entire hour late. He charges more per mile than the uhaul down the street. There was left over paperwork in the truck, you could tell it hadn’t even been wiped down since the last rental. The clock wasn’t set to PDT. I will never go here again.

Rating:

1.0

Very poor customer service. I felt like they did not want to rent the u haul to me because I am a woman. They questioned why my and my husband had different last names. I didn’t know I had to show them my marriage certificate just to add his number for the secondary number. They couldn’t find the keys to the truck. Checking in took forever since the woman did not know how to do it. They didn’t look at the gas nor if there was any damage before me picking it up.

Rating:

3.0

Make sure returned equipment is logged in when dropped off when location open. Not delayed until the next day. We were mistakenly charged for an extra day due to employee logging in the next morning instead of when we dropped off the night before when they were still open to receive the truck. It did get corrected but was a hassle to fix.

Rating:

3.0

The movers I booked did not show on time and I had to let them know we were moving without them. I had to load and unload the furniture myself, which at my age was very difficult. We only had an hour window for the freight elevator. I had informed the mover of this the day before.

Rating:

1.0

Be sure to get a firm contract from uhaul prior to rental because you sure won’t get this at this dealership. A quaint little store w/ quaint proprietors but uhaul can’t be trusted to give you accurate info after service, they WILL overcharge you at every opportunity, & getting them to respond to complaints/excessive charges after the fact takes determination & the patience of Job. My advice? Go somewhere else!

Rating:

4.0

Provide additional places for uhaul drop off.

Rating:

1.0

this location opened 30minutes later than 10am which is set in the uhaul info page.We picked up the truck without dolly n pads which we had ordered.

Rating:

1.0

Terrible location. The guy was an hour late opening up, so we had to sit there and wait. Uhaul canceled my reservation because I didn’t pick up on time I told them I couldn’t because the guy wasn’t open. They never even apologized for opening so late.

Rating:

1.0

Horrible customer service. False price and if it’s self service make it easier.

Rating:

1.0

Customer service was terrible. Long wait time, location made me find keys in lock box, locate truck, give mileage updates, etc. Basically had to do location’s job for them. Also used 1/8 of tank of gas but had to pay for 1/4. Waived insurance online and was charged anyway. Would not use uhaul again.

Rating:

2.0

It was challenging to get the uhaul and confusing at drop off, as well.

Rating:

3.0

Truck was great.

Rating:

5.0

Truck needs an oil change per light that came on. Check engine light was on.

Rating:

1.0

Owner of the store did not arrive until 30 minutes AFTER rental started and it took another 30 minutes to complete the already approved rental!!!!!!!!!!!!! I had tried to call the local number listed on the rental paperwork - disconnected! Van looked like it had been in storage for quite a while with cobwebs on the outside of the van and dust and some debris on the inside of the van (I have photos). We called in the dirt in the cab area. The moving blankets I rented were a joke as I discovered that there were holes and one of the blankets looked like a large fitted sheet. Unusable. I would have called that in, but being 60 minutes into the rental time before even GETTING the van was stressful enough. Plus I was paying my handi-person by the hour to help. So that was stressful. Drop off - the wife of the owner was working, took down the mileage and the key. Wrote down mileage on a paper bag (same as what was given to customers purchasing at the convenience store). When I got home, I waited 30 minutes to call Mr. Johnson to determine if the van had been called in as retuned (EARLY) to them. NOPE. So I had to close the rental myself. Again, Mr. Johnson was very kind. The NEXT DAY I received notice from the rental location that the van rental had been closed. NOT GOOD for UHaul's reputation or my blood pressure. :-) The customer service of UHaul were nice folks as was Mr. Johnson. In fact the first customer service person based out to Sacramento stayed on the line with me while we waited for Mr. Owner to show up in the morning. Gary. He was not kind and did not speak with me directly, even relocking the store on us while he 'opened'. Not cool His comment getting out of his BMW was "is this your car and are you moving it?" to my handi-person. Really. Yes REALLY? You can tell I am still pissed by in incident. While the location is great as it is close the Sonoma Raceway used by NASCAR and other professional racing locations, and a boat ramp and a golf course...IT IS NOT CUSTOMER FRIENDLY AT ALL!!!!! (At least not to me, a cis female, and my Hispanic handi-person.)

Rating:

1.0

I have rented many times with Uhaul. i tried renting to my usual Uhaul dealer but was re-assigned to this dealer. This dealer has the poorest customer service Uhaul ever has.I accidentally lleft the key in the cab while I was taking a picture of the truck mileage and fuel. the keys were locked in the cab of the truck and they said that is my problem. They really do not have an employee to assist you. Only a man that hands you the keys. that man was condescending and said that is my problem Their trucks are dirty and they are not prepared to help even if their truck is till in their lot. Customer service is not in their vocabulary. I was not able to drive the truck out was not able to use it. On top of that, I was charged a $25 cleaning fee and 10 miles for mileage charge in my final receipt. Customers are not experienced to do this check out process...at least not me. If something goes wrong in the check out...like locking the keys in, they do not have a back up plan to help you. I asked the clerk what do they do if they are the ones who locked in the key in the cab? His answer..."If is a very bad word". Amazing! PLEASE....PLEASE....DO NOT RENT TO THIS DEALER!!!

Rating:

2.0

WHY MAKE A RESERVATION IF IT DOESN'T MEAN A THING? To be honest my entire experience with U-Haul for this move was TERRIBLE! I had a 15 foot truck “Reserved” only to be told the day before my move that there was no actual truck ready for me. My only alternative would be a 10 foot truck (not at my reserved location near my house), which was not nearly big enough for my families things. After loading the truck and realizing it would require 2 trips instead of 1 the customer service reps said they would be unable to complete the mileage required. After spending an hour on the phone they managed to find another, larger truck... almost 100 miles away. Not going to work. Did I mention the dolly and furniture pads I had requested were not in the small truck I was stuck dealing with either? Well they weren’t. So instead getting the truck and equipment I had reserved they came through with the move nightmares are made of and no realistic solutions to fix or redeem the only side of the bargain they were supposed to. My day became extremely stressful and unnecessarily hard thanks to the terrible customer service of this company, who only job is to have a moving truck ready for you when you reserve it. How hard is that? Why make a reservation if the system in place is essentially first-come-first-serve? Moving is not a flexible, go with the activity!

Rating:

1.0

We reserved a truck, two dollies, and 24 blankets. The only thing present at the pick up site was the truck. The man in charge at Rossi's was no help and actually suggested that if we paid him extra (over and above what we had already paid for the missing items), he might be able to provide some, but not all, of the missing items. U-Haul dispatch then advised us to go to another location in Novato, one I already knew was closed for President's Day. We were then sent to San Rafael, where the employees were EXTREMELY rude to my wife. U-Haul dispatch told me that we would not be charged for the missing items, but we did get charged. We were also charged an extra mileage fee, for the miles we had to log driving to San Rafael to pick up the items we had ordered but U-haul did not provide. We will NEVER use U-Haul again and will tell anyone asking for our opinion how poorly we were treated and recommend that they find another company. Your email soliciting our review reminds me to make a Yelp review so we can do what we can to spare others the horrible treatment we received, especially from the jackasses at the San Rafael location on Francisco Blvd. If you're still thinking about doing business with this slipshod operation, you've been warned.

Rating:

2.0

Get a place with better internet/LG data access. I had to wander about a block and a half to get a decent enough signal to upload my confirmation pictures of gas/mileage to the Uhaul website.