Good evening. For starters my experience with U‑Haul started off real rocky. When I picked up my truck, the fuel level was sitting at 11 miles until empty. They gave me a gas credit, but that didn’t change the fact that I barely made it to the nearest station — which was 5–6 miles away. I ended up putting $310 worth of gas in that truck just to get moving. After fueling up, I headed to another location about 46 minutes away to pick up my vehicle trailer. While driving, I started smelling gas inside the cabin, but I brushed it off. Once I got to the second location, the representative immediately told me to get out of the truck because he noticed something was seriously wrong. He showed me that gas was leaking out of the tank, and after inspecting it, he found the E‑Vape sensor was missing. He told me it wasn’t safe to drive it back, especially since I was supposed to be towing a trailer. He also pointed out that the towing circuits were missing, and I never received the dolly from my original reservation. Because of all that, he contacted the district manager to get an emergency truck swap approved since I was on a tight timeline for a long‑distance move. The swap was approved, he documented every issue on my contract, and told me to go back to the original location to request a refund for the gas I had just paid for. Once I got the new truck, I had to fuel that one too — another $310 — because my destination was extremely far. When I returned to the original location, they told me I had to submit a customer action file to try to get reimbursed for the first $310. I submitted the file, uploaded my receipts showing I paid $620 total, and waited two days. No response. Three days passed, and I was already extremely delayed because of the rental time limits and the fact that I needed to report to my destination by Friday. While finishing loading my things, I noticed my credit card had been charged for items I never requested in my original reservation. Once I finally reached my destination, I called U‑Haul customer service and explained everything. Thankfully, the representative I spoke with actually listened, helped lower my bill, and assisted me with my final charges. Even though I made it to my destination — thanks to the few people who genuinely cared enough to help — this entire experience was a nightmare. With the importance of me getting where I needed to be and the distance I had to travel in such a short time, everything that went wrong made the situation ten times harder than it needed to be. Because of the nature of what I went, I’m not sure how any of this could have been avoided.
Yuvanca R
Security Public Storage Galleria
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Roseville, CA 95678
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Customer Reviews
- 4.5 Average Customer Rating
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I understand it's a Sunday but the app did not provide the code to park inside. I ended up calling someone and adter being on hold for 10 min, told me to park in the handicap spot. She was very helpful but u-haul should knownthere are customers who drop off rental trucks on Sundays so it should provide parking area information beforehand.
Paul NGreat customer service
MICHAEL BThe address is wrong in the app. It takes you to the back gate so you have to call and get the correct address. Takes a few minutes to wind around to get to front gate. The tire on the trailer was obviously not in good shape since the tread completely blew off while I was driving on Interstate 80 with the trailer fully loaded. Luckily I was somewhere that had a large shoulder and I was able to navigate to it and get off the freeway safely.
Andrew SThese workers were nice and helpful and apologized for the guy in Auburn, CA who was so threatening.
Danny T