Customer Reviews for Secure Space Auburn
(U-Haul Neighborhood Dealer)

Rating:

1.0

I reserved a 15 foot U Haul to move items for my business. A few days before my pickup, I received a call asking if I could switch to a new location down the street to give them more business. I agreed because I am a small local business owner and I like to support other local businesses, but the experience ended up being far below acceptable. My scheduled pickup time was 10:00 AM. We arrived around 9:50, and another couple was already waiting in their vehicle. The building was dark, the lights were off, and the office was not open. By 10:10, still no one. It was cold and foggy, so we stayed in our car while more customers arrived and waited outside. At 10:20, the employee finally pulled up, left two U Haul trucks running unattended at the front, and went inside to open the office. Once inside, the customer service was shockingly poor. The first couple clearly spoke English as a second language, and instead of adjusting her communication or offering help, the employee repeatedly spoke to them in a curt, condescending tone. She insisted they say their CVV number out loud in front of everyone instead of simply asking to see the card privately. She also left their payment screen open and unattended multiple times, exposing all of their personal information. As a business owner, I found this extremely concerning and unprofessional. The next customer also spoke English as a second language, and again she was rude, dismissive, and visibly irritated. When he asked to use the restroom, she told him he had to wait outside in the cold. He eventually found a back door and used the bathroom anyway, which caused her to loudly say, “Not today God, not today,” in front of all of us. When it was finally our turn, the first customer’s payment information was still pulled up on her screen and fully visible. She then informed us that the truck we were renting had several check engine and warning lights on, including issues with the catalytic converter, and told my husband to press the gas harder going up hills. She handed us the keys and immediately locked the office again to show storage units to another customer, leaving the second U Haul truck running and unattended. As we were preparing to leave, another man arrived trying to get into the locked office. He asked if the running truck behind ours was his. I realized how easily someone could have simply driven off with it because it was left running with no employee present. Overall, the experience was disorganized, unprofessional, and felt unsafe in terms of customer privacy and equipment handling. The employee’s tone toward customers who spoke English as a second language was noticeably harsher. She was not friendly to us either, but the difference was clear. I agreed to switch locations to support a new business, and I regret that decision. This location needs serious improvement in customer service, security practices, and basic professionalism.

Rating:

5.0

I asked for a furniture dolly and got a hand truck. These are not the same things. FYI

Rating:

5.0

Very helpful and friendly. Tina has great customer service!

Rating:

5.0

Tina is so helpful and friendly.

Rating:

5.0

Staffs are very polite and easy return truck.