Customer Reviews for U-Haul Moving & Storage of Santa Rosa

Rating:

5.0

Good

Rating:

1.0

My experience with U-Haul was a complete nightmare from the start. To begin with, I needed to move using the U-pods. The website is deceiving and made me think I only needed two containers, but the day the movers arrived, we discovered rather quickly that I would need 3 boxes total. They are much smaller than you think. The U-Haul website states that one U-box capacity is about one and a half rooms. I had one bedroom full of boxes then I had a few furniture pieces, so I had to guess, but thought two boxes would be plenty of room. I called U-Haul immediately before the movers were even done, loading my second container, this was on a Tuesday. They told me that there were plenty of containers available, not to worry. Keep in mind, I had to pay movers $600 to bring me my containers, one at a time, and to load them. When the movers got to the Santa Rosa location, they were told they did NOT have any additional containers, and that I would have to wait until FRIDAY for a container to be available! I was so upset, because that meant, now I had to delay my departure date, cancel an upcoming doctors appt, because I was moving out of state, and I was going to have to hire more movers to deliver and load the last container, after just spending $600! I spoke to the U-Haul Text support (they are fabulous) they told me they had to create a new order for me because they could not add an additional container to an existing order. So now, I had two separate contracts. I specifically asked that the two containers that were loaded first, to be held in Santa Rosa, until the 3rd container was loaded on Friday, so that all three could be sent to Concord CA and then all three could ship together, and arrive TOGETHER at the final destination. While speaking to the representative, they called the Santa Rosa location themselves, told them what my request was, and I was told, everything was set up, and that the containers would not leave Santa Rosa until they were all together, and could be shipped out together. THAT DID NOT HAPPEN. Somewhere along the line, no one read any notes that were taken. So, when my 3rd container was loaded, on a Friday, and arrived back to the Santa Rosa location I found out that my other two containers were already shipped off to Concord! So, back on the phone I went, totally upset, so I now requested that the two containers not leave CA until the 3rd container could be combined with the first two containers. I was told that all three containers would be combined into a "master contract" in Concord CA and that they would be shipped to my location out of state "together". The U-Haul representative told me to follow up with them on Monday to confirm that everything was combined and shipped together. Something to note, I began getting "follow up" text messages, addressing me as "Anthony" and I had no idea why. Well, when I called on Monday, I learned quickly that my two containers shipped together, and the 3rd container, hadn't left yet, AND the 3rd container was put into a different name!!!! The Santa Rosa location for some stupid reason, changed my contract name, into one of the actual movers names. So, when the man that picked up my U-box on Friday for some dumb reason, whoever he delt with, they changed my contract into this mans name! So when the container got to Concord, again, no-one read any of the system notes, and just saw two different names on the contracts, therefore they never combined anything, and went ahead and shipped out the containers on two different dates! Two different trucks! You talk about mad! I was absolutely furious. On top of all this, U-Haul was trying to charge me $2500 shipping fee for each contract!! And when I asked about this, I was told there was nothing they could do about it, because I placed two different orders on two different days for containers. I discussed the fees with customer service the very first day all the problems began, they said the shipping fee for 3 containers was totally different and I spoke to them again on Friday and was quoted something entirely different, but they still emailed me and told me they were going to charge me $2500 for each shipment because they were separate shipments! You have no idea how mad and upset I was! And at this point, there was nothing I could do, because the containers were already on a truck headed East! Now I was in a panic because one of the containers wasn't even in my name!! I spent HOURS texting and calling anyone I could to figure out how to resolve this huge problem. I arrived at my home in MO, and just kept getting multiple emails, one in my name and emails in the other mans name, giving me two different delivery dates for these containers. Which was upsetting because I had to set up delivery of the containers and movers to unload them. So I was in a panic thinking now I have to arrange movers on two different dates because the containers were never shipped together! You can understand why I was so completely upset with U-Haul. After many many many conversations with customer service, I finally received a call from a General Manager in Concord, who admitted dropping the ball, and not reading all the notes in the system on my contracts. So, he said it was his fault the containers weren't combined, and then also mentioned the error that the Santa Rosa location made, by CHANGING the name on MY contract into the movers name. He didn't catch the error either. And it wasn't even a company name. They actually changed it into the individuals name! WHAT A DISASTER. So unprofessional, just a complete mess. The General Manager refunded me a very very small amount for my inconvenience and for their errors. And in my opinion, I should not have paid U-Haul a dime for this absolutely horrible experience. The General Manager was able to get into the system and correct the name on the 3rd container, thankfully. And assured me, that the truck driver would also be notified so that all paperwork would be corrected in the system. And of course, at this point I have lost all faith in Uhaul and scared to death my 3rd container would be lost along the way. I will never use them again after this disaster. I am still shaking my head in disbelief and all the problems. Text support was always very kind, and they helped me the most, looking things up, and advising me of all the problems along the way. They made calls on my behalf, to the Santa Rosa location, Concord scheduling/shipping department trying to help resolve all the issues, and even though the people at those locations assured them that things were "resolved" and that they would take care of things, it never happened! Nothing that was promised happened. No-one was paying attention, and good paying customers should not have to deal with this. Once my containers finally reached Missouri, on two different dates, I set up movers to pick up my containers and deliver them. However, when the movers arrived at the Joplin MO location to pick up my containers, they could not find them. Uhaul told my movers that they couldn't locate the containers, and said they thought they might be in Springfield MO! So, my mover called me, and here we go again, a new problem because Springfield was 1 1/2 hours away. FINALLY, Uhaul discovered they did have my containers, they had moved them to a different location on the property. It was two hours later, before my movers could bring my containers because U-Haul needed a forklift driver to load the containers onto a trailer, and they had no-one working that day that could do it. Even though, this was all arranged the day before! So, here we go, more disappointments with the U-Haul company as a whole. I truly feel that ALL my fees should be refunded to me after all of this. And if they aren't I will continue contacting U-haul because this entire experience was handled in the worst way. From placing my order for U-pods to the delivery of my U-pods. There were problems with every location I had to deal with, except text support, which tells me that U-haul does not train their locations properly and they do not follow up with problems that arise, even after I made multiple people aware of the problems. I was the one that caught the name discrepancy! No-one even noticed! Absolutely unacceptable and unprofessional! Customers, like myself should be able to use U-Haul services without having to follow up and make sure everyone is doing their job properly.

Rating:

3.0

It was ok, but I had to wait quite a while for someone to come out to unhook the trailer. They weren't busy at all but still waited nearly 15 minutes. Once someone came out it was quick.

Rating:

5.0

Very efficient and helpful. Thank you

Rating:

2.0

This location has a huge turnover of staff…. Hire experienced staff and diligent workers. This is the main corporate u haul dealer with storage facility, rental, shipping, shop for hitch installation, sales etc and there were 2 guys working on the lot for check in, check out, rental, sales etc - absolutely inefficiency at its finest, short staffed and inexperienced, trucks low on fuel and dirty - and I have been a decades long u haul customer renting hundreds of trucks and equipment

Rating:

5.0

Your storage facility is closed due to a fire in Santa Rosa, but is still accepting reservations online. Site should be removed

Rating:

2.0

This was not a drop off location, except that I had to switch trucks with this location due to a broken fuel gauge with the first truck I received. I originally received a text to go to this location. Then in a phone call, I was told to disregard that. Eventually we ended up going to this location and was told there was no truck in their system for us. We asked if we could just take the truck to our destination and let the destination handle the repairs. I was given the phone number for a scheduler who told me they were not the right location to help us. That scheduler transferred me to another scheduler who also couldn’t help us. After not getting any help, we left and decided to go on our one way trip. Then we were ordered back to this location and were able to get a replacement truck. Then we had to wait around a few hours until a mover could switch our cargo from the original truck to the replacement truck. By the time we got our cargo switched, over 7 hours had passed.

Rating:

4.0

The check out process seems to take more time than necessary. Which becomes compounded when there there is a que present. Without knowing the actual procedure involved,it seems possible it could be streamlined.(Or not?). Otherwise pleasant.

Rating:

5.0

Excellent experience overall. The app made checking out and checking in much easier than waiting at a busy location for assistance.

Rating:

5.0

The woman who helped us was AWESOME! Lovely, friendly, helpful!

Rating:

5.0

Dont overstate gas in the truck. This is an ongoing practice. In this instance, I returned the truck at 615p not 12 the next day

Rating:

2.0

Tell them upfront that you are going to charge $25 for a cleaning fee even if there is nothing to clean

Rating:

5.0

They are great at this branch--they are always so accommodating and helpful. Thank you!

Rating:

4.0

THe trailer was dirty from a prior rental, I was incorrectly charged for cleaning.

Rating:

4.0

Helpful staff

Rating:

5.0

Easy and professional to work with

Rating:

3.0

Truck in my opinion was not safe. Left headlight was out/not working . Tire sensor was on. Several different icons on dashboard were on.. This truck in my opinion needed overhauling. Thanks Martina Boudrot 707-306-9901 Front desk folks were very knowledgeable and personable.. Skyler helped me . His partner with him on front desk . Was also very kind ..

Rating:

3.0

One person working the counter and checking out equipment. Waited almost an hour to get out of there

Rating:

5.0

Unlike past visits this time I didn’t have to wait to check out. The staff was very Friendly. Efforts to force customers to use the U-Haul app are less welcome.

Rating:

5.0

Floor tie downs would be nice.....

Rating:

5.0

Very easy to pick up and drop off. Staff were friendly and helpful. Will recommend and use again!

Rating:

3.0

I was very disappointed when I was charged $57 for fuel. When I drove 26 miles. Your fuel calculator sucks.

Rating:

5.0

Quick and easy. The guy who met me in the yard before I could even get out of my truck was polite and helpful. Great experience!

Rating:

5.0

Your guy that helped me at the store did an excellent job very friendly very straightforward made my time there comfortable thank you so much

Rating:

5.0

Front counter line is really slow

Rating:

5.0

No comment

Rating:

5.0

My experience was great. I left my truck and went in the office. When I returned 2 minutes later they already had unhooked the trailer. Great service in the office and yard.

Rating:

5.0

Caroline was exceptionally helpful in my move out

Rating:

5.0

The lady who helped me was Friendly fast and had good service skills.

Rating:

3.0

I waited 30 minutes in line to be helped with my reservation. The app should provide a way for service to be expedited when picking up a trailer.

Rating:

2.0

The "gentleman" that rented me the trailer was lacking some serious customer service. I felt like I was imposing on him. I used to be a U-Haul provider in Sebastopol, there we thrived on customer service. I thought going to the "Corporate office", I would be treated like a king. NOT !!!!!! I felt like a peasant. This reminds me of the old salvage yards, kinda like they were doing you a favor, instead of appreciating your business. I'm sorry, but I was sorely disappointed.

Rating:

1.0

This is the 3rd time I have been billed multiple days after turning trailers in with in 24 hours

Rating:

5.0

Friendly, efficient and affordable.

Rating:

5.0

The only problem was the front hood of the truck (covering engine) was NOT locked down on either side!! So, as I was driving on the freeway, I kept noticing it wanted to lift up!! Luckily, at my next gas stop, I checked it and locked them both down. This should have been done BEFORE I took the truck! Other than that, great service from staff and easy pick-up and drop-off.

Rating:

5.0

Very helpful, honest and friendly staff at this location.

Rating:

4.0

Inside the store there was one person waiting on customers. He was writing up an order for pods for a gentleman. I had just a couple of items to buy. I was standing behind the guy making the pod order for maybe 20 minutes - which is OK, but the Uhaul associate never acknowledged my presence. I spent years in retail management and the proper service is to look up, acknowledge the customer and tell them "I will be with you as soon as I finish this order. I would have felt good about waiting. As it was, the poor customer service left a bad taste in my mout.

Rating:

5.0

Keep doing what you are already doing. Thank you.

Rating:

5.0

There was a huge line. Everyone was patient and kind and the staff was well trained and pleasant. The computer system went down half way into my wait and it did not affect my wait time. The staff let everyone know that they would be helped! Excellent service👍👍

Rating:

4.0

My daughter forgot to put the trolly on the truck & they were very understanding & are gonna let me drop it off the 15

Rating:

2.0

Wrong type of trailer wanted a flat frailer they had 4 of the 5x9 by the time I noticed they already hooked up the other one and I had no time I had to get to the job site this very much disappointed me it mean, putting what we had to put on. They’re much more difficult and time-consuming and an extra hundred dollars in labor and would I recommend this now I can’t have anybody going through the same problem I had I feel like I was stuck to by Uhaul itself not so much of the people at the counter or whoever screwed up my order.

Rating:

5.0

Very polite and friendly service. Thank you!

Rating:

5.0

I had ordered an appliance dolly when I booked online. When I arrived on the day to rent, there was no appliance dollies or regular dollies to use. I'm unsure how that all works with the inventory systems. I was able to figure out my load. There may be folks that don't need the rental if there is no dolly to load. Staff was friendly, site and truck were clean.

Rating:

1.0

When I got to the location the people did not know where the "location bar code" was in order for me to self check in and the app was asking me for it. So I was unable to do so and had to check in when they opened which made us late to start. They gave us a truck that had a headlight that did not work which made me feel unsafe. Also the charging port for our phone was not working in the truck. I'm disappointed with UHAUL as I have used them many times. I had gotten a very different quote when I originally checked out how much it would be to rent for my project online. The whole thing felt scammy like their service had really dropped low. I will find another moving van source next time.

Rating:

4.0

YOU - CORPORATE - need to FIX YOUR COMPUTER SYSTEMS NOW!!!!! It's not fair to the drop off locations to ALWAYS have slow computers and the app is UNBEARABLE. So many people are stuck in line due to computer problems which are zero to do with the staff at each location. This location is fine and clean and the teams work their butts off. What has to change is you supporting them. There were people out the door on pickup and it was ZERO due to this facility. This is all over at all of the locations. Spend the money to support them and I know you will have overall happier people with much better and simple experiences instead of this crap. You- CORPORATE are horrible.

Rating:

5.0

The customer service was great. Both the inside and outside staff were friendly and helpful.

Rating:

5.0

Everything went very smoothly and as expected - a very favorable trailer rental experience.

Rating:

2.0

When I dropped off the trailer the attendant said I would get an e mail receipt. Never did. The u haul app showed I still had the trailer after I dropped it off an hour earlier. I tried to call the store but kept getting transferred to the main u haul main number because the store was not answering their phones. The rep at u haul corporate tried to call the store to no avail. I had to keep calling the store repeatedly until somebody pick up. Come to find out the yard attendant neglected to scan the trailer in as returned. Alex at the store fixed it. Not good customer service. Never had that happen before. In the future I will stay there until I get the receipt.

Rating:

2.0

While this location employees really friendly and courteous people that want to help, there are not enough of them. I arrived around 8:10 am to pick up my equipment, which went great. There was only one person behind the counter but there weren't any other people waiting to be helped. I paid for some additional boxes, then went outside to grab the equipment and all went well. When I returned my equipment around noon, there was one person outside and he took care of un-hitching my trailer and that went great. I then went inside to return some of the boxes that I didn't use. There was still only one person behind the counter and I was the fifth person in line waiting to be helped. Listening to the conversation with the person that was being helped, I could hear that somehow your rental system allowed her to rent a vehicle that was damaged and couldn't be rented. Of course, this threw this person off and then had to decide what to do on the spot. This of course made everyone in line sigh due to the amount of time this was going to take. I decided that I would leave and grab some lunch and return on my way out of town to return my boxes. I came back about an house later, still one person behind the counter but only two people in front of me. Things were moving quickly so I decided to wait. When I got to the counter to return my boxes, I showed the person my receipt and he asked if I had just returned the trailer. I let him know that I returned it about an hour ago. He said that it wasn't showing in the system as being returned so he had to go check with the guy outside he takes in the returns. They both came back in and said that it was indeed returned but that my credit card hadn't been processed yet so I couldn't return the boxes yet. That seemed rather absurd since any other store you can return things after just purchasing them, especially since I had my receipt. Since I don't live in the town where this dealer is located, I asked if I could return them to another location and he assured me that I could. I have still yet to return them but hopefully this won't be an issue. Also, as I was standing there going through this, another person came in wanting to get into her storage unit and the person behind the counter told her that the manager wasn't there and he didn't have keys to let her get in and the manager wasn't going to be back for another hour or so. Needles to say, she was upset while leaving. As I said, you have good people trying to make the best of a bad situation but it clearly seems like this facility is not managed well and don't have enough people to help - especially on a weekend when you're going to be the busiest. From now on, I will avoid this location at all cost!

Rating:

5.0

Everything was perfect

Rating:

5.0

Don't change it.

Rating:

4.0

Great service

Rating:

3.0

You can have the equipment that I reserved available at the location that I reserved it at instead of calling me the day before the rental to tell me that you are going to make an already stressful time that much more difficult

Rating:

5.0

Everyone was so professional and efficient! I was so impressed with how easy and quickly the process of renting was! And, very friendly and nice employees. This place was very well run. 10 stars!!!!

Rating:

1.0

When I brought the truck back with a quarter tank extra of gas I felt that I was clearly in the right to be reimbursed. When I was told I could not be reimbursed I was very surprised. This likely is a U-haul problem and not the fault of one location. I was not pleased that U-haul benefited from my misjudgement of filling up the tank with too much gas.

Rating:

5.0

its always been a great experience for me.... thank you, much appreciated... -Samath

Rating:

3.0

I recently found out other rental companies are way cheaper then uhaul. I also ihad to explain over the phone that i needed to extend the rental and after it was agreed that the rental would be extended i received a text stating that the the uhaul would be reported stolen if i didn't contact uhaul. I dont appreciate being threatened.

Rating:

4.0

Buen servicio al cliente.

Rating:

5.0

Over the past year I have rented more than ten vehicles from U-Haul and I needed one this past Sunday, I went online last Thursday and made a reservation for Sunday at the location one block from my new house on West College Ave. The website said they were open and would have the vehicle I needed, the reservation was accepted, confirmed and I received all the notifications and reminders via text (Very convenient!) Three days later (Sunday) I went to pick up the truck and the location was closed, this made me very angry and I nearly lost my shit right there in the parking lot! Without calming down I drove to the south Santa Rosa Ave location, They had the vehicle I needed and I was in and out in less than five minutes, they have always taken care of me and from now on I'm not even going to mess around with any other location. If the need arises for a van or truck I will go directly to them.

Rating:

4.0

Equipment was in good condition. Attendants were attentive and efficient.

Rating:

5.0

Dropped the trailer off in 5 minutes. Great staff and great service.

Rating:

5.0

I had reservations at a another.uhaul place, when I got there, the guy behind the counter was rude and had absolutely no customer service skills whatsoever, so I left. On my way home I pulled in here and it was a whole different ball game. Tha gal behind the counter was nice as can be, friendly and helpful. We were in and out in less then 10 minutes. Return was a breeze!! Everyone we dealt with was super friendly. I will be back.

Rating:

5.0

Everyone there was friendly and helpful. It made this move easier..

Rating:

4.0

Planned on picking up the trailer in San Rafael but was told I had to go to Santa Rosa; In the end I received a phone call and was told I would get a free day so it worked out for me.

Rating:

5.0

I went in and rented my trailer with Lonnie, he was a nice guy who happened to remember me from before. Got me all set up, and I went to get my trailer out of the yard and met by Lily. She was very nice and professional, got me all set up and talked me through returning my trailer after hours. Great experience, helpful staff, and very friendly.

Rating:

5.0

The experience was easy and smooth. Although, the weather was pretty nasty!

Rating:

3.0

Manager jeffwas harassing me and trying to add an excuse add-ons to to my list of fines that I owed I thought he was trying to intimidate me because of the way I looked or because the way I was dressed and that is not right I thought he was being discriminating towards me he was angry towards me because I wrote a complain about him I feel like he was targeting me I don't want that to happen to anybody else so I am I'm just letting you guys know he needs to slow his roll maybe he took his power a position too high that's why I felt like he was trying to intimidate me I'm trying to charge me some bogus charges and you let you guys promised me low rates and I got high rates I didn't get a set quote and I didn't get the customer service I deserve.

Rating:

5.0

All of the employees are courteous and helpful. They went out of their way to inform me of options so that I could make a better decision as to what would suit my needs. I couldn't ask for a kinder and more knowledgeable group of people. They really helped me to make my transition from Ohio a smooth and easy one. Thank you!!

Rating:

5.0

I pulled a trailer from Columbus OH to Santa Rosa CA. It was an easy and painless transaction. The staff was so helpful and bent over backwards to make things work for me. They took the time to show me storage options and helped make my transition a delightful one.

Rating:

2.0

Onsite team great. Letters are disgusting when you are late. No one responds back either. The smell of mold is so toxic I got sick each time I went to get stuff or drop stuff off. I am allergic to mold and it is toxic.

Rating:

2.0

Advertised online as 24/7 access with bottom floor units available.

Rating:

1.0

Horrible service from staff

Rating:

3.0

Staff failed to communicate limited 2nd floor access - no elevator

Rating:

1.0

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.

Rating:

1.0

I'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.

Rating:

1.0

That 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.

Rating:

1.0

I 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.

Rating:

3.0

I waited for 20-30 mins just to get a storage unit because the staff left the key to his home.

Rating:

2.0

I 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.

Rating:

5.0

I 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!

Rating:

5.0

I hate seeing uhaul trucks, but great storage locations.

Rating:

2.0

It 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!

Rating:

5.0

Tia 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.

Rating:

2.0

I 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

Rating:

1.0

I 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

Rating:

1.0

Terrible 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.

Rating:

5.0

The guy that helped me just transferred from up north and he was awesome

Rating:

2.0

Uhaul 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.

Rating:

1.0

The 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.

Rating:

1.0

The 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.

Rating:

5.0

Don't be sad, I haven't gone anywhere.

Rating:

1.0

The 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.

Rating:

1.0

15+ 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.

Rating:

4.0

The storage unit is on the second floor and one has to carry items up steep stairs, but the units were clean.

Rating:

1.0

Lost 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.

Rating:

5.0

Happy 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!!

Rating:

5.0

Affordable, 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.

Rating:

4.0

It 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.

Rating:

1.0

The 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

Rating:

5.0

Our 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!

Rating:

5.0

drivers were great - polite and courteous. I was happy with the whole process.

Rating:

5.0

Customer service provide by Eva at all stages of the U-Box pickup process was excellent.

Rating:

1.0

The 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

Rating:

1.0

Staffing 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!!!!

Rating:

2.0

Charged 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.

Rating:

5.0

The 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

Rating:

4.0

N/A

Rating:

3.0

Its 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

Rating:

4.0

Vacated one u-box. staff was helpful even with the chaos of the fire in the storage units. Still have one remaining u-box.

Rating:

1.0

UBOX 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.

Rating:

2.0

manager 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

Rating:

5.0

Great experience with my uboxes. Eva was very skilled at dropping them exactly where I wanted them. Thank you!

Rating:

5.0

My u-box rep was a pleasure to work with. Super helpful and a great attitude.