Let me be clear to start with my issue is with Uhaul not with this exact store. The only issue with the truck was the windshield was filthy and I had to clean it before safely driving but as you'll see that maybe wasn't entirely their fault. I made this reservation 2+ weeks in advance. The reservation site indicated my selected pick up store did not have the truck in stock that I needed and that I would be contacted the day before to discuss/ confirm what's next. I've used uhaul many times and this did not alarm me as I've had this situation before and usually it just means a different near by location or choosing a larger or smaller vehicle all of which would be fine. I reserved to pick up in Fairfield, Ca which has 3 nearby uhaul locations not to mention several nearby towns with locations. A little over a week before the move my Mother-in-law kindly offers to pay for the truck we call to pay and again state we need to pick up in Fairfield. The day before I get a confirmation call simply confirming I'm picking up a 10' Truck for a one-way trip to Oakhurst. Yep no problem see you tomorrow. Now comes the moving day from hell. We (my partner our daughter and I) head out to get the truck and realize no one told us what location. So we call customer service to ask. The customer service rep tells us Sacramento and when we begin to explain that that's not right she abruptly without warning us cold transfers us to someone name Cherise. I try to calmly explain to Cherise that Sacramento is significantly out of our way and ask about other options. I explain that Sacramento is 60-90min away so even in the best of circumstances that's 2hrs out of my moving day and of course situations like this never go ideally. She basically accuses me of lying about how far the drive is (which side note I did this drive every day for 6 months for work in the past I know the drive) she points out that it's 35 miles away from my selected location and there's no way it takes that long. I later learn Cherise ironically works in traffic control, maybe that's not the right place for someone who doesn't understand Northern California/Bay area traffic. She proceeds to robotically stick to her guns and insist the only way I'm getting a truck is to drive to Sacramento. I ask about a different size truck, I ask about Vacaville, Vallejo, Davis, anywhere closer, I try everything and she just unapologetically states over and over the address of the Sacramento location and that I must go there or cancel. No apology for inconvenience no compassion absolutely NO customer service. Did I get frustrated and raise my voice absolutely after the 3rd or 4th time of her repeating herself and refusing to listen or offer better solutions. But I was not confrontational or hostile as I was later described. Finally after getting no where and needing to move I tell her I will be at the Sacramento store at noon after she again insults me and suggest I'm exaggerating the distance and suggests I can get there by 11. She then tells me she's adding 40 miles to my mileage allotment as though that's some big favor she's doing me and not the bare minimum she can do seeing as that's how far off course I have to go to get the truck. I stress I will arrive a noon I confirm the location and then we begin restructuring our busy day to include a 2+hour detour. I go all the way to Sacramento and surprise! More problems. They don't have a reservation for me or a truck. Stacy does the best he can to figure it out as I grow increasingly frustrated (I'm exhausted already from dealing with this mess and I still have a truck to load and a 4hr drive to Oakhurst with said truck ahead of me. That's when the manager Victor steps in. He discovers Cherise canceled my reservation and refunded my mother-in-law's card. He tells me Cherise noted me as hostile and swearing at her and that I adamantly refused to drive to Sacramento. Sure at one point I told her this was BS but that's it for "swearing." Victor found me a truck and began the process of fixing the problem. Thankfully my mother-in-law expected there may be further issues with uhaul since we had other issues with our truck the prior week as well. She came in and paid AGAIN for the truck. As he was fixing my reservation more issues arrive. No hand cart although we reserved and paid for that 2 weeks ago too, no drop off information he informs me I'll have to call for that on drop off day. Mind you there is only one drop off place in Oakhurst anything else would require many more miles. Thankfully that got resolved later that day (kinda see below) Victor gave me suggestions on fixing my problems from the previous weeks uhaul and kindly got me on my way business card in hand to call him if there were any more problems. Finally 3hrs behind schedule we begin our move. At this point if uhaul can't at the very least offer a sincere apology and attempt to make this right I'm done with them. We've paid over $1000 to uhaul in the course of this move. Like I said I've used them many times before as well. However now I'm thinking Budget or Penske look better and I'll tell my friends.
Trailer Rental & Towing in Sacramento, CA at U-Haul Moving & Storage at Florin Rd
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Trailer and Towing Supplies
This place was great
Vehicle was filthy inside, wind/windows dirty & tank was at 1/4. Had to immediately to to a gas station to add fuel and clean up with windows. Pickup process needs to be improved especially if you already have an online paid reservation. Waste of time including having to get in another line at the return.
We left forgot a comforter in the back of the cargo van. When I called to check next day, they told me it was thrown out. I know it was my fault but it would have been nice if I got a notification or at least wait a day or two. It was an expensive comforter n my wife was not happy.
The staff I worked with (rental and return) were both very nice and accommodating. I did not select the $14 insurance when I booked and checked in online, but it was somehow added to my bill. Fortunately I noticed it before leaving the lot and followed up when I returned the truck. I'd recommend staff to confirm with the customers in the future to avoid unnecessary. On the other hand, the utility dolly I rented had a broken strap to begin with and it was too late to exchange by the time I noticed it . So I had to buy some straps from a hardware store, otherwise the dolly wouldn't have been useful.
Friendly customers service
Insist the customer aid in the validation of odometer and fuel level as shown on the contract before departing the U-Haul location..
The person that connected my trailer did not lock the hitch and the trailer cam off the truck while driving.
Accept credit card payment and have the equipment needed close to my desired pick up location. We had to drive 125 miles to pick up the trailer we rented
Everybody was Very Friendly & Helpful
Employees were polite and efficient. Equipment was available as promised and in good shape. Getting out on pick up was easy. as was delivery at completion. I appreciate the service.
Get those employees a raise and some help! They are AWESOME all the time! Every one of them!
The website did not work well with my cellphone. I was not able to log in, the login button was not responding when I tapped it. Luckily one of the staff members was available and able to help me on the return. Excellent deal!
When trying to "check in" via internet, the U-Haul website was very glitchy. If the speed bumps can be addressed I think it would make the overall experience much more appealing to your customers.
My reservation was canceled. To the staff's defense 2 call were made. No voicemail left, no text or email. I don't return to call to a un identified number. At 1st they didn't seem to be bothered that the truck was canceled. Another employer took the time and found a available truck. It was smaller than what I had requested, but I made it work for half the job that I needed to do. After driving 2 1/2 hours. Unfortunately I was not able to complete the job.
Service from beginning to end was extremely professional, competent and friendly.
After I pulled in and was being taken care of, a man pulled in with a trailer and waited to be serviced. A group with a truck pulled in to the right-hand side of him. They were checked in first. The yard man made no effort to see who was there first, so they could be taken care of, in proper order. The man with the trailer was furious. I can't blame him. My service was great. Not his.
it would be a little better if you guys hired more people it does get pretty busy at that location
Please clean the interior and windows of the trucks.
Had no issues
Not the friendliest service that I'm used to.
Initial reservation was at different location, reservation only held for an hour even if I reserved for the day. Trailer given away after said hour and had to get from across town instead. Should have been more clear on pickup time necessity. Other than that inconvenience it was a smooth transaction
Make the â€œ return truckâ€ feature more easy and accessible. I was unable to locate my reservation or contract number nothing via the app or online. I called customer service after hours was on hold for 30 min and no luck. So, I had to write a note and inserted the key with the note in the drop box explaining this hoping I wouldn't get charged extra. In the end I got charged $84.03. I'm pregnant and it was around 9:30pm last night when I went to return the truck and took me an hour just sitting there searching for a way to return the truck and get my receipt. No luck. No one called me today for the inconvenience. I left my contact info and everything.
The customers service was poor