I rarely leave negative reviews, but my experience at U-Haul Roseville on Wills Road was one of the…read moreworst customer service experiences I've ever had.
I had a reservation for a 26-foot moving truck and an auto transport trailer with a scheduled pickup time of 7:30 a.m.
Despite arriving on time, I stood at the front of the line for 45 minutes before a single employee acknowledged me. During that time, one employee repeatedly walked back and forth from the office sipping her coffee while clearly seeing a line of customers waiting to be helped. By the time someone finally assisted me, there were approximately seven customers lined up behind me. Considering the store opened at 7:00 a.m., this level of service is unacceptable.
The first truck I was assigned was completely out of fuel. After I complained, I was assigned a second truck that was also completely empty. Only after insisting did they provide a truck with a half tank of gas, but I had to walk all the way to their overflow lot behind the property to retrieve it myself.
After driving the truck back to the front, they attempted to assign me an auto transport trailer that was missing the primary steel bracket for the trailer jack. This wasn't a cosmetic issue. The entire mechanism was incomplete, with a roughly one-foot steel component and its mounting hardware missing. The only reason it was caught was because the employee couldn't raise the trailer, giving me time to compare it to another trailer and realize major parts were missing.
They then directed me to a second trailer, which was also missing a large structural bolt. I was actually told it "should be fine because the bolt on the opposite side would probably hold everything together." That is an astonishing response when dealing with equipment designed to tow thousands of pounds at freeway speeds.
Once I settled for the trailer with the missing bolt, I was completely on my own. The employee could not show me how to properly secure my car because he did not know how. No one helped verify the tie-downs. I had to grab someone to help me verify the trailer's brake lights worked. And no one performed what I would consider even the most basic safety checks before sending me on my way.
In total, I was there for 1 hour and 15 minutes. Those delays had real consequences. I arrived 30 minutes late to my scheduled Moving Help appointment, meaning I paid for three hours but only received two and a half hours. The delay also pushed back my entire move to Central California, causing me to arrive late to my second Moving Help appointment later that day.
I want to be clear that I don't blame the employee who ultimately helped me. He was polite, doing his best, and was clearly placed in a situation without the training or support necessary to succeed.
The responsibility falls squarely on management.
Sara Thorn, employee #706046, as General Manager, you should be ashamed! This facility reflects your leadership. Customers should not have to inspect your equipment for missing structural components, argue for a truck with fuel, retrieve their own truck from an overflow lot, or teach themselves how to safely load a vehicle onto an auto transport because your staff has never been trained. These are not minor inconveniences. They are serious safety issues.
The lack of equipment inspections, maintenance, employee training, and overall management at this location is alarming. It's only a matter of time before defective equipment or inadequate instruction results in someone getting killed.
The fact that you haven't been sued or fired is beyond me. I will never recommend this place to anyone.
