Horrible experience with customer service at this location! We are a military family moving from the East coast and had a set back along the way. I called ahead to explain that I would not be able to drop off the trailer we were pulling until the next day because of the amount of travel time we had left. If I had attempted to travel any longer that day it would place my family's safety at risk which I was not about to do. Ms. Candice who had answered the phone decided she did not like my answer and insisted that I return the trailer that night. I attempted to explain to her again that the trailer would not be in that night regardless of the fact someone was due to rent it the following morning and that I understood I would incur additional costs and I had no problem with that. She still didn't like what I had to say so she hung up on me....then forwarded me to the call center when I attempted to call again. I will be requesting to see a manager when I turn in the trailer tomorrow. read more

Worst customer service! I reserved a 6x12' trailer online at Fairfield location for tomorrow at 1 pm. Received a mssg this AM confirming my res at this Vacaville location at 7:30am. Not acceptable! My move is in Vallejo where I would've paid approx $60 more to rent. Point is, they think they can just move it anywhere they please at any time they please. But what made this experience truly maddening was the flippant attitude of Renee when I called Vacaville to rectify the situation. She was so snotty and short with me from "hello" and almost cancelled my res altogether the moment I told her Vacaville would not work. I ended up asking her to transfer me to corporate since she had no intention of providing me with CS and she clicked me over before I could even say another word. I had to call back to get her name. Corp manager told me Fairfield has difficulty getting trailers. So why allow the reservation? In lieu of the many complaints, I wish another rental company would open or that Budget would rent trailers! One last remark- despite the bad at these locations I want to add that I have been a regular customer for years at Vallejo Uhaul on Solano Ave and have always received stellar service for rentals, propane, supplies, a trailer hitch, and oftentimes free boxes. read more

Moving sucks but these guys make it less painful. Very professional and prompt. I felt I needed to write this review because I've rarely had a positive experience with uhaul. They all tend to lack customer service but not these guys, they deliver an authentic connection for their customers. VERY helpful and great employee morale! read more

The woman that helped us, a manager nonetheless, was rude to her fellow employees in front of us and ran through the stuff so fast, without explanation, that I didn't know what the heck she was telling us. In addition, the way she spoke, and speed, I literally do not know what she said. I couldn't understand her. If I were in her position, the most important change I would make is so simple: ask every customer that comes in to rent a truck if they have ever rented before. That should be your very first question after a nice warm greeting. Obviously, from the customer's answer, you then know how to tailer your review of policies/proceedures. As a first time renter, this manager was atrocious to deal with. We were very upset with the way she treated us and the way she treated her fellow employees, whom by the way, were very helpful and friendly. Maybe the manager should be made a subordinate again and be retrained in customer service. read more

Guess I should have read the reviews. This place is awful. Their service people are rude and their lack of knowledge is infuriating! I have/had a storage there and every payment has had an issue. I have had a payment pending for days now and according to my bank it is because they have not sent it in. Now I paid double plus late fees and my account says credited. Their "manager" had no idea what she was talking about and wanted to argue with me. DO NOT USE THIS BUSINESS! YOU HAVE BEEN WARNED! read more

Wow incredibly unprofessional, and zero knowledge of her job, and or the industry she is trying to be employed in. Zero phone skills. I wouldn't spend 10 cents at this so called rental facility. The one star rating that Yelp forces you to choose is way, way to much credit for this place. read more

Our rental began easily enough. We had received a call the day prior to indicate our rental would be available at 12:30pm. When we arrived, the customer service rep was very attentive and professional. I did not get her name, but she was the only woman working Sunday. The UHaul location was clean and well maintained. The rental truck was not as clean. There was sticky residue, maybe a soda spill, throughout the center console. The ashtray had ashes and cigarette butts. The windshield had cigarette smoke film making dusk and nighttime driving rather difficult. We had to correct the fuel level reading on the rental contract. The gauge showed 1/4, the contract indicated there was more fuel in the rental. I would have preferred the vehicle's fuel tank be full, so i wouldn't have to stop for fuel BEFORE starting my journey. This location didn't have a fuel station on site. In summary, the experience could have been better, but we were satisfied. read more

The folks at Uhual were professional from start to finish. I feel like I got a very reasonable price on a 10' uhual that I reserved online. The check out and in process were smooth. The staff was really friendly and easy to work with. I'm glad I have this uhaul location nearby. Would definitely recommend. read more

Phenomenal service! This store should be a model for all other U-Haul locations. We tried to hook up a "new-to -us" tow vehicle to our motor home, spending hours and purchasing multiple towing harnesses to no avail. We were frustrated and fearful our wiring was defective and anxiously made an appointment with an extremely efficient young lady, returning the next day. Anthony located the problem in 2 minutes, corrected the problem in equal time and would not charge us for his time and expertise!! He is a professional, a gentleman , a national treasure!! The store was spotless and well organized. U-Haul has a customer for life! read more

I just called to arrange a pre tow inspection. Heard the phone pick up and a long pause and a very unwelcoming intro from the guy who answered the phone. Then he asked me a few questions that weren't very clear and immediately seemed irritated with every answer i gave. Then cut me off and said that i could just come in and they would deal with it. I'd say more but i hung up. read more

Horrible Customer Service.. I didn't even get to pick up my truck- Reserved online from a different location, got an email saying they changed my location. No big deal at first. Got another email saying I had a guaranteed reservation. Called to verify and yes I was good. Phew! Next thing you know 10 minutes later I have a voicemail which i just luckily checked and it was Uhual letting me know i had a reservation for a 26 foot truck but they changed it to a 17ft truck. What?!?!?!? I was moving something that was 21ft long that's why I reserved a 26ft truck! They have this reservation Guarantee that they post on your order and seem to be proud of. That yes they guarantee your reservation to get your business. If not they will give you $50 for the inconvenience. So they told me that if they couldn't get me my truck I would get the $ and to get the $ call 1800 uhual to reserve. Which I did and guess what they actually have the nerve not once to apologize or sympathize with me or have the courtesy to honor their guarantee. They actually tell me my reservation was not guaranteed but i have a separate email they sent me which specifically states - "Your reservation is guaranteed ". Are you kidding me? Anyways I am just appalled that a business this big and nationwide doesn't take better care of there customers. And I wish someone else would open a competing company that i could use. I have learned that going with the cheaper moving truck place can really cost you in the end. And apparently guaranteed does not mean the same to uhaul as it does to most people. The most frustrating thing is that their customer service team just doesn't really care. I would recommend finding local movers with there own truck or paying a little more and going with penske rentals or the smaller trucking companies. read more

I am moving soon to another state...had my fill of taxation in this state. I needed a truck with a ramp as you accumulate a lot of stuff in 20 years. Needed a truck numerous times and usually had to extend my use by a day or two. The staff I dealt with was phenomenal. Polite, courteous, knowledgeable, conerned and go the extra mile...can't say enough good things about this U-haul on East Monte Vista. I want to give a shout out to Jasmine, Des and Michelle for taking great care of me and my wife. Excellent service!! Not good, excellent!! Even when I called during off hours, the call center was superb. I enjoyed Amanda and Betty who were ready to help me whatever I needed to accomplish with the rental. And I believe Anthony is the owner...sir, you have an excellent staff and you should be very proud of the way your staff treats your customers and make renting a truck a most pleasurable experience. Thank you all so very much for making the stress of moving that much less. You're wonderful and marvelous!!!!! Jim read more

The only person deserving of positive recognition is Nicole with the Central Valley Corporate office who ultimately got "counseled" for helping me. I called Uhaul & set-up a rental for the location. The truck was to be driven through the East Bay & the final stop would be the central valley. On 07/12/2015 just before 9am we arrived at the location to pick-up the 20' truck. ALICE HOOVER initiated the transaction. She advised the gas was at 5/8th's of a tank. An employee retrieved the truck & advised the truck was at an 1/8th of a tank. I asked why the discrepancy. Hoover stated it "probably" was written wrong and if we returned the truck with 1/4 of a tank, we would get $36 back. Start off with an empty gas tank? Very well. We do our inspection. The gas tank is clearly on 'E'. I approach Hoover & try to advise her of such. She brushed me off and said talk to 'Anthony'. Do I work with you, Alice? Nope. Who's Anthony? I find him. He checks the truck and says, "Uhh, yeah that is our 1/8th of a tank." E is your 1/8th? If you were in a different business with those measurements, I highly doubt your "customers" would accept such. It's simple math based on a 40 gallon tank and the remaining mileage.. But, whatever, moving on... We drove the truck to the nearest Chevron. We begin to pump gas & it proceeded to expel out of the base of the truck & go everywhere. My family looks underneath & the fuel pump had been cut with an obvious 2-3 inch piece missing. We return to the business. HOOVER didn't know what to do. She didn't have another truck. I called Uhaul and reached Nicole, the only saving grace for that downward spiral company. Nicole was baffled by the treatment and lack of caring. Baffled they didn't check the fuel area when we advised something was wrong and the truck was on E. While on the phone with Nicole, Hoover stated, "We just assumed someone siphoned the gas." So, you're telling me someone accessed your trucks, vandalized them and you assumed such, but turned a blind eye and gave the truck to an unknowing customer anyway? Nicole set up us getting a truck at a nearby location. While on the phone with Nicole, Hoover must have realized we were serious and tried to offer us a different truck already reserved for a different customer. No. I'm not ruining someone else's day because you're trying to ruin mine. Nicole advised I should file an "Objection" regarding the transaction in its' entirety. She said her boss said to give me a $50 "Reservation Guarantee" for the inconvenience; to which Nicole advised she didn't feel was fair. She moved forward with the objection. We went and got a new Uhaul. We returned the Uhaul on 07/13/2015 due to running out of time the day prior. Today I receive a message from Patty Porter. She left a message saying she's giving us a $50 credit. No return call. No title. No, "if you have any other questions, call me". Nothing. I call the number linked to the message. I explain the situation. I explain the lack of consideration and major safety issues related to Uhaul & the Monte Vista location failing to check the vehicle and issuing inoperable equipment. She was quiet & asked, "So what are you saying we do?" I replied, "I want a refund." She replied, "I GUESS WE ARE IN THE BUSINESS OF DOING THINGS FOR FREE." No Patty, you're in the business of customer service and rendering something that is wrong. Rendering something YOUR company failed to initially fix. Rendering something that could have been a much bigger problem and safety hazard than it initially was. People siphon gas. I get it. CHECK YOUR TRUCKS if this is the case. Did they also cut your brake lines? How about a slow leak in the tires? I'm not a mechanic, but it was obvious when looking under the truck the fuel line was cut. I advised Nicole felt $50 was not a fair compensation. Patty stated, "I know, Nicole has been counseled on that." Counseled? You mean written up or verbally reprimanded? I would hope not terminated because I would fight for her in that lawsuit. Patty advised she will give me a refund. I asked the refund & her acknowledgment in writing. She said, "Why? I'm talking to you now." Patty, your company offers the customer a copy of our recorded conversation if the customer so chooses. I don't trust you. It's 2015. I want your word in writing. It's pretty easy. I've used Uhaul in the past. We will never use Uhaul again. Alice lied. She was completely beside herself when confronted about the situation & unable to articulate or provide a solution. Patty is only a corporate liaison money saver who lacks customer service skills. Nicole, if you ever read this, you deserve a much higher position than what you're currently appointed. You should be teaching a 12 step customer service class requiring Alice and Patty to attend. And congrats to whatever Monte Vista employee came up on almost 20 gallons of gas. Keep on keeping on because corporate obviously doesn't care. read more

Paul at this Vacaville UHAUL absolutely saved the day. I won't bash this local location for an interesting incident that the online system caused. But the short version is that my order accidentally got cancelled. It was almost 5:00pm and I was extremely worried that I wouldn't be able to get the correct truck and since I'm moving tomorrow; this would have been a HUGE problem (aka my wife was going to kill me if I came back without the truck). I really thought that this was going to be a huge problem. The staff in general helped solved this issue but Paul especially. He not only fixed my order, at the same time he helped finish another order and processed two returns because there was a little bit of a line. I won't have a need for a UHAUL for a while but whenever I do, I'm going to come to this store as long as Paul is there because I know everything will work out. Thanks again, Paul, I truly appreciate your hard work. read more

My husband and I rented an indoor storage unit at the Uhaul on Monte Vista Ave. Overall it is was a great facility and our things safe remained safe and dry. However, I am giving a 3 star because of them not pro rating. We paid our monthly payment on January 26th and ended our rental on February 9th. They would not give us a refund for February 10th-26th because the Uhaul company will not pro rate. If you ask me, that is beyond shady and a rip off!! If you decide to use Uhaul Storage, make sure you remove your items and end your rental just prior to or day of your next payment so you don't lose money too. read more

I have a business that requires renting moving trucks on a regular basis. I have not found the service to be unfriendly and as there is always room for improvement, I feel any rating under a 4 would be unreasonable on my part. It seems unfortunate that the other ratings I read ( of which there only 6 currently) there is a very low rating. Hopefully it is a very low percentage of the experiences out there. Human nature being what it is, we should also spend time to provide positive feed back as well. Not meant to discount previous negative reviews. Just saying.... read more

Every person I dealt with here was friendly and professional. Anthony especially was very helpful. I had rented a trailer that was too small. Exchanging was easy. Very easy. It was a pleasant surprise. Thanks again Anthony! Keep up the good work guys. read more

Took me over 5 hrs to book my move with uhaul. Started out they gave me the run around and booked me for a truck that was not available. Then I was told I would receive a 10x10x8 storage with my purchase 1 month free. When I went to the store to set it up I was told they could not provide me the storage because it was not the end destination. After many more phone calls I was able to get confirmation again for my storage at the vacaville facility and was given Gills name and number to contact. Once in contact with Gill I was told by him that he would not rent me the unit because it was his last one and instead he would give me the option of a 5x5 or I could pay 1st month and have the 2nd at no charge. I found this to be a lack of Integrity and inconsistent branding with the U-Haul name. I've used them every time I move and have never encountered so many problems with the staff and people in the store. I would not recommend this facility to anyone that is moving. There are too many other good storage companies to choose from that want to earn their customers business not drive it away. read more