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John M.Customer Reviews for U-Haul Moving & Storage of Santa Rosa
Testimonials From Recent Customers
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
as advertised got in & out easily & quickly
LARRY R.Faster check-in
Joe M.Fast service and knowledge
Fernando Z.Really perfect, nothing to improve!
SVEN L.Trailer I rented was not clean. There was a tree (potted sapling) and some dirty moving blankets still inside.
Norman S.Everything was great except I had trouble with the mobile pick up process.
Kilikina M.Easy to borrow. And so easy to return. There's a lot of vehicle option to borrow here. You don't need a reservation but if you really want to be sure, then make a reservation. If there's a line it's worth to wait.
Erwin B.Self return on the app is a POS Pictures would not save and could not finish. Better not be charged $20
Philip D.Everything was super smooth. The staff was super cordial. Pick up was smooth even though they were super busy. The new trailers hav a ramp on them which makes loading a breeze. Drop off was easier then pick up!
Shawn R.Nothing? Everyone was very friendly, accommodating an helpful
Lynn S.Thank you for hard work and great customer service.
Kathy P.The best U-Haul location in Santa Rosa.
ANDERS B.I rented the enclosed 12' trailer several times from this location. I was impressed with the professional service at this facility. I was out with the trailer hooked up within 15 minutes every time. Excellent service!
Chris L.Overall, my experience suggests this store either doesn't care about its customers or it doesn't have the ability to do better. 4 ways to improve: Be good to your word: I returned the trailer at ~3:30 Sat pm. I asked for a receipt and was told I'd get one by email within 10-20 min. I finally received a receipt Mon morning at 7:44 am - over 36 hrs after it was promised. In the interim, I was told by U-Haul that the trailer was not checked meaning I was potentially on the hook for additional charges!! Answer your phones: When I didn't receive a receipt as promised, I called the local office 4 times over the course of the next 24 hrs. Got thru once - got incorrect info about when to expect receipt. The other 3 times, I was on hold for over 40 mins. I eventually hung up as it was not clear the phone would ever be answered. Clearly in-store customers are getting priority but callers are being disrespected. Do SOMETHING - at least take a number and call them back. I don't want to have to drive 30 min to your store to get your attention. I eventually called the general U-Haul number - and guess what, you didn't answer for them either... Fix equipment: At least one of the office computers and ithe printer were not working. We needed 3 tries to get a trailer. First one had a problem with the electronic connection to the turn/brake lights. Second one had a rail so bent it wouldn't work for strapping straight equipment to it. Third one was fine. Fix app used to verify info when checking out equipment: Checkout app asked me to verify trailer was clean. Not sure if a major paint spill is considered clean so I tried to report the paint. App wouldn't let me say the trailer wasn't clean and it wouldn't let me comment on the cleanliness unless I uploaded a photo. Only problem - it wouldn't accept the photo. Since my only option was to say the trailer was clean or exit the app, I exited the app.
Janice D.The customer service was very unprofessional.
John A.Everything went smooth! I had troubles entering my second contact for the mobile entry but luckily they were open and got me in my truck.
Tim S.The first trailer I received had cracks and splits all over the ball receiver, making it slam up and down on bumps in the road due to the receiver not fitting closer to the ball. After returning to the location with the concern (after investigating), I told them about the issue. I was helped with getting a replacement trailer, but not after I was told that its just a cosmetic issue. Being an engineer, this raised a lot of concern over the attitude and training the persons at the location are getting over a huge safety issue. I hope that trailer was serviced properly and not just given to another unsuspecting customer. Also, it was pretty dirty inside.
Logan V.Another fast and easy rental return. Clean the truck and fold the blankets, you can check out in 60 seconds. Uhaul should use that pitch
Charles D.Great experience! Check out and in went smoothly; frienly staff. Truck and equipment were in good condition. Reasonable pricing. Helped to make moving day less stressful.
Chad L.The man who checked me back in after use was the best part of my experience. He was helpful, friendly and courteous. I felt like I was distracting the people who checked me in from more important things they had to do.
Jeanie L.Comment: Brand new 26 ft truck with 10,000 miles, which was great. Small lobby area and customer counter. Improvement: Ensure customers get oriented as to the operation of the vehicle. I rented a 26 footer - my first time driving one. They - or I - should have asked if I was familiar with the vehicle's controls. I ultimately figured it all out however and had no incidents driving this truck.
Armando R.Absolutely excellent service....couldn't have been better.
EDDIE P.See above. They are charging me another $50. Even after I submitted proof of the gas gauge at the beginning and end of my trip. After parking the truck I saw a list of information that we were supposed to cover together but instead they told me to leave then had the audacity to charge me by stating I had left the truck 8 gallons short even after submitting via email irrefutable proof that I had not. Still waiting for a response.
Robert L.This location has one of the best and most efficient receive and drop off processes compared to many other UHaul locations. Friendly service, again, unusual as in other locations not so much. I will only use this Santa Rosa UHaul location for our local needs.
Ivar K.Impeccable service, friendly staff, blazing speed and efficiency. Would 100% go out of my way to rent a U-Haul from this location again.
Kasey O.Definitely recommend and will use again if needed.
Dawn E.Rented me a tow trailer that wouldn't fit my car.
Jason B.Advertised online as 24/7 access with bottom floor units available.
Jeff R. | Overall ExperienceEverything was great really helped me out thank you
jim V.Friendly & honest staff. Tyler helped us initially & we enjoyed his friendly customer service but the next day we discovered a few things that needed to be straightened out so Jeff efficiently helped us out with the truck return & paperwork. Then later, I realized I had accidentally left my wallet in the bathroom—so luckily Mike was able to find it and keep it safe until we could fetch it an hour later! Much appreciated Everyone!
Tracey S.Everyone was great and it went super smooth.
John G.The truck inside was really dirty. It smelled like it had dogs in it that were seriously dirty. That greasy dirty dog smell. And someone smoked heavily in it was extremely strong smelling of cigarette smoke. Which both things made my asthma bad. Other then that the truck was great.
Connie L.The service is alway great!
Kathy P.All good thanks 😊
gregory william M.Extremely kind and efficient and quick service checking in and even more so when returning.
rod B.Horrible service from staff
unaisi v. | Overall ExperienceStaff are friendly and the location is very well organized, more so than other locations. Quick check-in and even faster with drop-off. I will only wish to use this location.
Ivar K.I rented a 26' moving truck for the next morning..local in town as we used it for a huge dump run. it was quite a distance to where I was starting out when I got there and opened up the back of the truck it was full of 6 pallets loaded with U-Haul dollys. Holy crap!! Seriously?? Lucky for you guys I'm honest and brought them back to the store.. what a pain as I had 4 guys waiting for me for an extra 1.5 hours while trekking all the way back and swapping truck. Cost me $150 in pay to them and the manager (who was a nice guy) would only give me a $60ish credit?? Really .. Heck I could have sold the dollys for a fortune as there was 150-200 of them in the truck but that's not how I roll either. Just didn't sit well with me
gregory J.Bailey from Santa Rosa was great.
Toni L.Fast service and friendly staff.
Chris L.The manager Jeff and Eva, Lonnie and the rest of the staff have always taken great care of me as a customer. Super friendly and knowledgeable! Great team!
betsy G.Awesome customer service great rental went longer than it should have but they were super understanding and I will definitely use again in the very near future like the next week probably.
Aubrey R.We were very happy with the customer and the vehicle itself. Overall experience was excellent.
brenda B.Staff failed to communicate limited 2nd floor access - no elevator
Brian C. | First ImpressionsSome toggle switches were missing in truck to turn on interior lights but overall was quick and easy
Joshua L.The service was excellent. Workers were very friendly and made the entire experience very enjoyable. The store was well equipped, clean and inviting. I really, really enjoyed driving a clean, well maintained as well a NEW truck, which ran flawlessly. I would and will certainly rent again from this location and from U-Haul. The entire process was all I could have expected.
Allen S.Was asked to return it to this location and save about $150 and I agreed, even though it was about 35 miles away and over a rough road. Ended up there a day late and got dinged when I would have had it there on time had I returned it to my original location a few miles away. Maybe give people a little more buffer when they are doing you a favor. Otherwise excellent service as always
Kahlon G.excellent - start to finish. many thanks
David W.Brought back a trailer 20 minutes past the 24 hr rental term and was forced to pay for 24 more hours. This was close to closing time you lost no rental time on the trailer. Policies like this have lost you a customer. What a joke
Micah L.The GM was amazing! He went out of his way to help with a 24/7 after hours pick up. 5 stars all the way!
James Z.Upon dropping off the uhaul at the Santa Rosa location after closing, there was a loud speaker telling us to get off the premises or the cops would arrive in 5 minutes. It was very stressful and unnerving. I would look for a different option next time I move. I overfilled the gas tank and was not issued any sort of discount or refund and was still charged for a toll.
Ema P.Everything went great. I've used this location numerous times and I'm never disappointed. I'm not sure what could be done to improve it.
Richard O.Very responsive (and soaking wet) agent came out in the rain to do disconnect.
David C.I'm not sure if this is the right place , but - I rent enter an OLDDer model 26 foot vehicle , that I was told was not able to get repairs done on it - due to its age - and yet it is still being given to the public to utilize ?? Really … I'd be happy to talk to someone who might really appreciate a conversation with an experienced with this vehicle user - I was not impressed and not happy with it …
andy K.Worse service ever, water in units that they don't tell you until you are there with everything, horrible service. 2 months later I am still dealing with stuff because of your horrible service. They try to charge me for a unit that I didn't accept because of the water. I would not recommend.
TORI W. | Overall ExperienceI'm disappointed that my experience with U-Haul went downhill towards the end of our move and continued through closing out an onsite storage room. In the beginning when booking reservations and revising them everything went smoothly, but once we got to our new location and the Santa Rosa, CA, U-Haul facility we ran into some issues with the one-month free storage facility that was offered to me while making the initial truck reservations. I agreed to reserve it BUT I told U-Haul on the phone, several times, that I would need it to store a few big items for a couple months, including a big refrigerator, a washer and dryer. When dropping off the trucks I then asked about the storage room. I was disappointed and frustrated to find out that the storage room that U-Haul customer service had reserved for me would not work out. I was told by the facilities manager, Jeff Higashi, that they only had a storage room available that was on the second floor and that there was no elevator in the building to get these big items into the storage room and that we’d have to carry the large refrigerator up the small metal outdoor stairway ourselves. At this time, I contacted U-Haul Customer service and asked for assistance, I was transferred to 3 different people who all said they couldn’t help me and the last service women said the same thing, that she couldn’t help me, but then continued to talk to me in a very rude manor until I hung up on her. The manager finally agreed to get a few workers to carry it up, by this time our refrigerator had been setting in the middle of the tarmac for over 3 hours. This now brings us full circle, 6 weeks later, in which we decided to sell the refrigerator, so we weren’t paying for any additional rental months. I showed up at the Santa Rosa, CA, U-Haul facility to meet a buyer who agreed to purchase it. This is when it got ugly. I asked the manager, Jeff Higashi, if he could have some guys bring it down from the second floor so the buyer could load it onto his truck. At that point, for over 3 hours he couldn’t get any workers to bring it down and started to tell me that it wasn’t his responsibility to assist us and that we would need to do it ourselves. I told him, of course it’s your responsibility, you were the ones that took it up the stairs and stored it on the second floor. At this point, I knew that the staff and manager would not assist us in bringing the refrigerator down. They kept repeating the same thing to us that “it wasn't their responsibility to bring it down” I then told Jeff Higashi, manager, that U-Haul would most likely be liable if any of us gets hurt doing it ourselves, on U-Haul property, bottom line the 2 guys that were buying the refrigerator and I had to struggle to bring it down ourselves. The nightmare would continue, we couldn’t get it to the guy’s truck because every exit was blocked by their trucks and trailers stored directly in front of the storage facility building. We finally got them to at least move a couple trucks so we could get it onto the buyer’s truck. The buyer was flabbergasted at how unhelpful this Santa Rosa, CA, facility and its manager, Jeff Higashi, handled this situation and that the workers were so unwilling to help even at the managers request, for what took us over a period of 3 and a 1/2 hours to complete. What a frustrating experience this has been when it could have all been handled in a matter of minutes if the staff had helped us at the beginning. To top it off, when I got home, I received a bill from U-Haul for $139 which included a $20 late charge for the storage rental. In hindsight I shouldn’t have helped, I’m in my 60’s and had been in a bad car accident 3 years prior in which I had to have surgeries for over a 2 and a 1/2-year period which did not seem to make a difference in getting any assistance. In the end, I ended up getting a pinched nerve in my neck so I’m experiencing neck pain that goes down my back and up my neck, face and back of my head.
David L. | Overall ExperienceThat is a loaded question, you offered us one-month free storage at the Santa Rosa U-Haul moving in storage center. I told you while setting up our other 3 reservations that I would only be storing a refrigerator, washer, and a dryer. When we got there, after checking in our 2 trucks and trailer, I asked about the storage room we had reserved. We were told by several workers, including the general manager, that the reserved storage room was on the second floor and that there is NO elevator to get to it! The next 2 hours were a nightmare while we tried to figure out what to do. I then tried to contact your offices, was transferred 3 times, and spoke to several people, first one was at your regional office and then customer service department. I must say, the person I spoke to at the regional office for Sonoma, CA was so unwilling to help or even listen to my complaint, she was So… rude and disrespectful. I then asked this rude woman to transfer me to her supervisor, I was then talking with customer service who was nice and wanted to help but had no options, telling me that she couldn't help me. About 2 hours later, our $4000 refrigerator was still sitting on the tarmac of this storage location. Finally, the general manager went out of his way to accommodate us and had 4 guys carry this huge refrigerator up the stairway. I don't know how we're going to get it down when that time comes. I do not appreciate the fact that in 30 days I will have to pay for something that wasn’t what I asked for. This storage room problem, coming at the end of a very long moving process and the way it was handled was so very disappointing.
David L. | First ImpressionsI could never ask a simple question without feeling bad about it because the line was always over an hour, the unit was inconvenient to access because the access card never worked, the phone was always on hold. I had over three calls that put me on hold for over an hour. I also had to wait in line at the store for over an hour. They messed up my insurance so I had to go back and wait for them to fix it for over an hour. By far one of the worst experiences in my life to the point I dredded every time I had to go back there.
Jonas T. | Overall ExperienceI waited for 20-30 mins just to get a storage unit because the staff left the key to his home.
Gwend E. | First ImpressionsI didn't rent a storage unit. The website lied about access times, no elevator for upper access as I have a disability. Also way more expensive than expected.
Alicia H. | First ImpressionsI was able to call and get a storage locked the day before I moved my stuff in! Brisa was efficient, helpful, and opened up the locker as soon as she could! The store was very busy that day. A man came behind the counter and started yelling at the staff. Despite this, the team kept their cool and continued to help out each person in line as efficiently as they could. I was impressed!
KARA S. | First ImpressionsI hate seeing uhaul trucks, but great storage locations.
Ashley G. | Overall ExperienceIt took forever to get into my unit. First i was given a unit that was occupied. Then they couldn't find any keys to ones that they said were empty. The waiting made me late to return my truck- i had to take to another location. Then when i came back the parking lot was blocked so i had to wait for some one to move vehicles- again cutting into my time. Then on move out the doors were locked and I couldn't get in to my unit. I had to wait AGAIN for staff to find a key to open the door for me to get in. They were rude and didn't say anything as they were walking back and forth trying to figure out what to do. I am glad my stuff is out and I do not have to return. The upside was the first month was free! So thank you for that!
Crystal S. | Overall ExperienceTia was an amazing help! She went above and beyond to help us with an otherwise very stressful move. She made sure we were taken care of and with a smile! Your company needs more employees like her who really have the customer in mind! Thank you Tia for a pleasant customer service experience! She a breath of fresh air. Uhaul should be proud to have her for an employee.
Michelle E. | First ImpressionsI had trouble paying my bill so it's likely my fault mostly, but I did not feel like the customer service was focused on the storage end of the business at all...I think if u haul.wants to do the storage side as well as the moving truck rental they need to put a bit more emphasis on training the employees and being clear
SARAH P. | Overall ExperienceI couldn't even use my key card to access the storage unit because the swiping door lock doesn't work I would always have to walk inside and wait for some one to come and open it with a different key. I let them know I didn't want the storage unit anymore and emptied it out before the month was over and they were still trying to charge me for the next month with late fees
Mauricio R. | Overall ExperienceTerrible in all regards especially customer service. 2 items were stolen out of my unit. Don Sheldon is the worst person I've dealt with in business matters. He berates everyone he comes across.
Lee Z. | Overall ExperienceThe guy that helped me just transferred from up north and he was awesome
justin s. | First ImpressionsUhaul staff were rude and short. When I needed some assistance with my storage or any assistance In general, I felt like it seemed an inconvenience for them to step out of their chairs to come help. I understand that they have been overwhelmingly busy (they say) and they all showed on their faces and expressed their frustrations/annoyance. I felt like I wasn’t treated as a valued customer, instead I felt I was just another “annoying person getting in their way” I felt like my monthly contributions to the storage were a waste and not valued. Wished I went somewhere else after this experience. Will Be sharing my experience with friends and family.
Cesar C. | Overall ExperienceThe storage facility is atrocious. The building isn't secured with a security system that can be accessed by renters. The facility is secured by broken locks and door hardware is faulty. The stairs leading to the storage units on the right side of the building are inadequate and broken. I have photos of everything. The top stair is broken, not secured, and is a hazard that should be reported. The apparatus securing the broken stair is also broken and not securing anything. Inside the storage unit, the unit initially rented to me was locked and actually rented to another person. Then, the other units finally rented to me were storage for the facility and had to be unlocked and checked to ensure there wasn't anything in them. Access to the storage units is limited and not accessible for the hours stated on the website. When asked about this there east any explanation. Then, when I went to the units I understood why. The lack of security made it impossible. I have another unit in San Diego and the Uhaul facility is secure, clean and well managed. Working with staff was ok. Except for Christian. Working with him was a chore - for him. It was as if I was putting him out. His flat affect and indignant attitude were horrible. It felt as if I was bothering him, he could care less about customer service. He was robotic and put off by me as a customer and the others he waited on. He appeared to be the most knowledgeable employee and often had to support other staff. Even with staff, he was unkind and frustrated by having to support others. I thought he was initially having a bad day during my first interaction with him. However, upon returning and dealing with him again. That isn't the case. I truly had hoped that upon my return things would be better. Some things were - more staff, facility was cleaned up and appeared to be much more organized. Yet, Christian was the same. It was a chore to deal with customers and staff. Uhaul should - parent company, should send a rep out to review this facility.
April S. | Overall ExperienceThe storage facility turned out to be 2 hours from my house (customer service said it was in Ukiah twice and it was not.) It was on the second story with no elevator (not ADA accessable). That was not mentioned. My girlfriend has back problems and no one offered to help move furniture up stairs. The unit itself was dirty and the walls were covered in graffiti and holes. They gave us an access card that didn't work, so we could only access it during office hours. Lastly, they tried to charge me for the month after I moved out. I told them, in person, multiple times on the day I was moving out as well as over the phone. Someone even inspected the unit afterwards. The only good thing I can say about this location is that they eventually dropped the charges for that last month.
Neil R. | Overall ExperienceDon't be sad, I haven't gone anywhere.
phlip p. | Overall ExperienceThe U-Haul onsite storage unit was both NOT as described (was 2nd floor with NO elevator), and storage area closed at least 25 minutes before advertised closing time (7PM), so storage unit was unavailable when we arrived at 6:35 PM after . Clerk at front desk didn't explain properly that he had no keys to unlock door, but twice gave me a mag-stripe entry card that subsequently didn't work, while my hired worker cost me an additional $25 for extra time spent unloading, taking things up stairs to porch landing outside locked door, then moving things back down and reloading. I immediately cancelled the unit, but even that was not handled correctly. I never even saw the unit because of the above.
Bruce G. | Overall Experience15+ minute waits every time I wanted to do anything in the store. The self entry door has a dead bolt on it and it is rarely unlocked and you need to walk up to the store to get someone to open it. My one month was free due to truck rental which is the only reason I used the space. Good to have the experience as I will never consider using this facility for storage if I have to pay. This experience was night and day different from my U-Haul experience in Minnesota.
Barry R. | Overall ExperienceThe storage unit is on the second floor and one has to carry items up steep stairs, but the units were clean.
Frank G. | First ImpressionsLost storage box. I have been given erroneous information time after time. My box was relocated. I was never informed. I was unable to make ANY payments online. I had to contact a regional manager.
Steve D. | First ImpressionsHappy to have used your storage space for the last 2 years.. prices were reasonable.. sorry about how the fires on the bottom floor damaged a few rooms just happy my storage was not involved! Thanks!!
Esperanza C. | Overall ExperienceAffordable, secure storage when I needed it. I especially appreciated the driver offering to bring a second container in case I needed it, which I did, saving me potential extra delivery charges.
Valerie A. | Overall ExperienceIt was disappointing that delivery was canceled, and it made things very difficult for our holiday, but the person helping did an excellent job following up and making the situation right.
Stacia S. | Overall ExperienceThe building had a fire, lost electricity, security, air conditioning, etc. they didn’t inform of these details, and continued to charge full rent for 5 months... please contact me. Natews@yahoo.com
NATHAN S. | Overall ExperienceOur stuff arrived on time and as packed! Very satisfied with the entire process1 Our U-help movers that we had in Vermont were really great! No complaints! Would definitely recommend!
Vaughn H. | Overall Experiencedrivers were great - polite and courteous. I was happy with the whole process.
marc b. | Overall ExperienceCustomer service provide by Eva at all stages of the U-Box pickup process was excellent.
Joel M. | Overall ExperienceThe central office does not communicate effectively with haul store. Poor or just wrong info is given to customer. 2 of 3 pods leaked and had water damage. Eva was excellent. I wish her luck
Jule F. | Overall ExperienceStaffing almost nonexistent. Manager has to be the rudest one of the entire staff not helpful at all in assisting us with problems resulting from the fire on July 3,2018!! Calls ignored!!!!
GWEN R. | Overall ExperienceCharged me for services I never received. Late pickup of ubox due to severe staff shortage. Failed to close my account causing bogus rent charge. Still haven’t been refunded.
Eric M. | Overall ExperienceThe employees were super friendly and helpful. However, no employee in both uhaul locations I worked with have no idea how the UBoxes work. Corporate needs to take time to actually train their workers
Nicole E. | Overall ExperienceN/A
Christophe Z. | Overall ExperienceIts nearly impossible to get a hold of the actual location. Im always directed to Arizona. Recieving information in regards to the fire and steps is impossible julie is great. Tom i cant get a hold of
JEREMIAH T. | Overall ExperienceVacated one u-box. staff was helpful even with the chaos of the fire in the storage units. Still have one remaining u-box.
Gary P. | Overall ExperienceUBOX is the most unorganized, poorly run and terrible U-Haul division. There’s so much wrong that there’s not enough space here to give feedback. Call medirectly or give a better format to respond.
Alexander H. | Overall Experiencemanager was checking into a billing error and said he would get back to me. So far hasn't and he went on vacation. Facility had a fire from a candle being used in building causing damage to my propert
TOM M. | Overall ExperienceGreat experience with my uboxes. Eva was very skilled at dropping them exactly where I wanted them. Thank you!
Melissa S. | Overall ExperienceMy u-box rep was a pleasure to work with. Super helpful and a great attitude.
Matthew L. | Overall ExperienceMy u box was full of mold, mouse poop, and missing items. The staff was rude and unapologetic. I will never utilize a u haul facility again. My original complaint was 5 days ago with no response.
Megan W. | Overall Experience