I had two different representatives assist me tonight, and both of them went truly above and beyond. When I arrived to pick up my truck, the lock provided didn’t include the correct key. It appeared to unlock nothing but a strap, which was confusing and frustrating. When I called, the representative immediately validated that I wasn’t missing something — there was in fact a second lock that required a key that hadn’t been provided. I had to go into a nearby gas station, where the attendant was hesitant to help and wanted multiple levels of verification. The U-Haul representative stayed on the phone with me, asked to be put on speaker, and personally confirmed everything needed. When the attendant pushed back, she firmly and professionally advocated for me and made sure I was given the correct key. She stayed on the line the entire time until the situation was fully resolved. That level of support made a huge difference. Later, when I returned the truck, I ran into another issue — the app would not upload the required photos (6 out of 7 kept failing despite multiple attempts). I called again and another representative quickly stepped in, emailed me, and allowed me to send the photos directly. She reviewed and approved them right away. On top of that, there was no key drop box available and the gas station was closed, so I had no clear way to return the key. She patiently walked me through an alternate return process and made sure everything was completed correctly. Both women were patient, kind, efficient, and incredibly empathetic. It was late, I was alone in an unfamiliar gas station parking lot, and what could have been a very stressful situation was handled with care and professionalism. They stayed on the line with me until everything was resolved and I was safely on my way. Their support genuinely made me feel heard, supported, and safe — and that’s not something you forget. This experience completely changed what could have been a very stressful situation, and I would love for this feedback to be shared directly with their manager. I sincerely hope U-Haul is able to identify both representatives through my reservation details and formally recognize them — their level of care and professionalism deserves to be acknowledged.
Regina D
AMPM Northgate
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Sacramento, CA 95834
U-Haul has the largest selection of in-town and one-way trucks and trailers available in your area. U-Haul offers an easy moving process when you rent a truck or trailer, which include: cargo and enclosed trailers, utility trailers, car trailers and motorcycle trailers. Combine your moving efforts by renting a truck and a trailer from U-Haul today.
Other U-Haul Services
Customer Reviews
- 2.0 Average Customer Rating
Let us know what you think.
Your valuable feedback will help us serve you better.
Cat hair all over the place pick up was complicated. Felt like I was dealing with third party
Tatiana JLeave a note if key is going to be in the back of trailer or left inside a store. It took me an hour to figure out why there were 2 locks when the app only told me about a word lock only being a way to unlock the latch, which by the way wasn’t on the latch. A different lock was on the latch, a key lock. LEAVE A NOTE.
Gabriel WGreat customer service and everything went well. Thank you very much!
Johosheba WDidn’t see the kiosk. Had to go inside a busy gas station to ask what to do. When I scanned the app, it told me that my truck wasn’t ready an to call a number. I called the number and the person told me to go inside and tell them to check in the truck and give me the key. The gas station employees clearly want nothing to do with this. I was given a local number to call. It went to voicemail. The gas station attendant then called the person and handed me their phone. The person on the phone asked me to wait 5 minutes until they got there. When they showed up, it was fine, but why put a customer through this? It’s 30 minutes not passed when I had it reserved at this point so this was wasting time I needed to move. Finally, when I was ready to leave I asked the person if I needed to fill up the tank and they checked the gas level and told me to bring it back with half a tank. Just odd..I spent $30 on gas + 95 on the rental in total for just under 4 hours. Not a terrible deal, but was certainly not something I look forward to again.
Quinn E