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

Rating:

5.0

Easy return and great service, thank you!

Rating:

5.0

All personnel were very helpful and competent. Really good experience.

Rating:

2.0

No one outside to great me at drop off - waited inside in line only to be told drop off is outside and we will email after we have looked over the vehicle. I would have liked to be given the option to go over the vehicle with someone. I am now being charged for 2 gallons of gas after I replaced more than what was in the vehicle when I picked up. I had taken picture of dash to show mileage and tank gauge just to show someone if this happened.

Rating:

3.0

It was Sunday at noon when I dropped off. I waited in the equipment return line and no one came. After about 5 minutes I went inside. There was a long line of people waiting to purchase items or rent. Another customer went to the head of the line and asked about returning a trailer and was told to flag down someone outside and leave the trailer. I asked about returning my truck and was told to leave the keys in it and I could go. I think this is risky but I see my receipt as says my truck was checked in 4 hours after I left it in the return equipment line

Rating:

1.0

Train the people working there to be of better assistance when problems arise. Their “system “ went down and the couldn’t help anyone. I had to leave and come back 3 times!!

Rating:

5.0

Bailey was an excellent employee representing the U-Haul Service.

Rating:

5.0

The professional staff, from Mgt. to Ubox Delivery Drivers to Location Staff were a pleasure to work with. My move was safe and more affordable than expected....and the Uboxes really hold far more than would seem from outside!!!

Rating:

4.0

There were some glitches initially, but eventually handled by a manager. Otherwise overall happy with results.

Rating:

5.0

It seemed that they are understaffed.

Rating:

3.0

We verified that we had big furniture and were told that 2 pods would easily fit our household. On our moving day, we were unable to fit everything and needed to leave several items behind. We were catching a flight the next day and were stuck. We had to leave behind our bed, a massage chair and an elliptical machine. Those items were very expensive. . When I called U-Haul, I was basically told I was on my own. In all that chaos, one of my family members who was helping forgot to lock the padlock. Upon arrival, our items were covered in dust and some items were missing. I know that was our fault, but the gentleman who delivered my pods mentioned that it had been left open. The Sioux City location was very nice and seemed to go above and beyond. The Santa Rosa branch needs some serious retraining. When I called Santa Rosa to update our address in our final location, I was told “we don’t do that” Really?? I told the guy that yes you do as we were told to call with a final adress in Iowa when we had one. All and all the experience on the California side was completely unprofessional. The Sioux City branch was accommodating. But I will never trust U-Haul again. They cost me thousands of dollars in furniture I had to leave behind. 2 pods do NOT FIT FURNITURE OF A TWO BEDROOM HOUSE!!

Rating:

3.0

Would be nice to have a tracking number.

Rating:

4.0

Check-in repeated all the steps I took to reserve online including credit card data. Then I have to use my credit card at the store. Might as well not reserve online.

Rating:

5.0

Excellent service. Smooth process. The guys who work there are great! Highly recommend.

Rating:

5.0

I think it's all good. Just keep it up.

Rating:

5.0

Great drop off site, easy to get to and lots of room to get in and out. I only dropped off here and I just parked the truck in the designated spot and left the keys in the drop box and I was done.

Rating:

5.0

Thank you for a great, seamless experience!

Rating:

5.0

The trailer was dirty and beat up on the outside, the inside was okay.

Rating:

5.0

Good service

Rating:

4.0

Its fine

Rating:

5.0

Super easy

Rating:

5.0

Quick and on time with my trailer pick up. Equipment had new tires and maintained well. No problems.

Rating:

5.0

The customer service was superb. I was helped my multiple different associates and each one was very friendly and helpful.

Rating:

5.0

So far so Good

Rating:

5.0

Drop off and delivery was smooth and easy. Drivers were courteous and efficient. Everything on time from start to finish.

Rating:

5.0

Self dispatch was quick and easy and employee even came out to help me figure out why I couldn’t start the van (very embarrassing).

Rating:

5.0

Friendly staff, helpful and efficient.

Rating:

5.0

Pretty nice staff, easy experience renting the vehicle.

Rating:

5.0

Excellent customer service from beginning to end. Thank you so much!

Rating:

5.0

On both ends Reno Nv, and Cotati Ca the crew was very knowledgeable and friendly, The man at the Santa Rosa location was especially helpful and professional in every step of my car trailer return, I will definitely use that Santa Rosa location again, He was very nice and excellent at his job!

Rating:

1.0

This place is run by people who seem to hate their job. The truck was in good shape, but the service was poor. I have a question about a $45 charge that was added on upon return. As soon as I tell them I am calling with a question about my bill they put me on hold and never pick up again. I will never use this U haul establishment again, and I strongly suggest you don't either.

Rating:

5.0

Customer service great!!

Rating:

1.0

I AM NOT DEAN WELLS. I DID NOT REBT A TRAILER AND I WANT TO KNOW WBY THE NAME OF DEAN WELLS IS LINKED RO MY ADDRESS ON A CONTRACT AND WHY I GETTING A RECEIPT FOR A TRANSACTION I DIDNT MAKE

Rating:

3.0

I’m not leaving comments if they’re for public viewing. If this is to help the company, that’s one thing, but I’m not going to list my complaints when they’re not really for public, but was intended for the company only. I don’t want to get anyone fired for poor execution

Rating:

4.0

Didn't have any of the utility dollies we requested available.

Rating:

5.0

Quick and easy!

Rating:

4.0

fast, efficient, helpful. However, they could use more desk staff when it's busy

Rating:

1.0

This was a nightmare from start to finish, the person who first helped didn’t even show us where the truck was or give us a dolly and I had to ask for furniture pads that I purchased and he groaned and got them, nothing was ready. What a nightmare and employees who didn’t want to help and made it clear they weren’t helping. You employee these people? My brother made sure things were safe and found the truck. Got the dolly in order. Nightmare experience

Rating:

5.0

The guy thay runs the uhaul at 1075 santa rosa avenue is no good. You should get rid of him. I reserved a cardolly online at 1705 santa rosa ave Ypur system took my card details. I came to pick it up. I said hello very cheerfully. Ypur man stared at me with that look that said he doesn't like my race (White). He then said he doesn'r have a trailer for me. (He had one in the yard.) Then he said my reservation was at 3601 Santa Rosa Ave. (See my attaxhed reservation). He then made me a reservation at 3601 santa rosa ave which was for $1730!!! He is a dick and needs to go. Fuck him. If I have another experience like this at uhaul I will not only leave, I will leave you terrible reviews everywhere. Fuck him and his 1730 dollar reservation and sending me down the road! Fuck him. Show me how to send you documented proof by email and I will. Contac5 me at m.doane@btinternet.com

Rating:

5.0

😃

Rating:

5.0

may be better prices

Rating:

5.0

Drop off was easy. I told them about the extremely dirty uhaul. We did return it cleaner than we picked it up

Rating:

5.0

The man that helped me at the front desk was so nice! Super informative and was so helpful! Thank you for a wonderful experience!!!

Rating:

4.0

Friendly service

Rating:

2.0

When someone does a reservation, recommend having the equipment on site.when checking in the equipment making sure that the employees do it the right way I dealt with having to call the facility three times because no one checked it in for over a week

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:

3.0

Can’t comment on location as everything was set up from Massachusetts. Your system needs a NA box.

Rating:

5.0

Smoothest drop off ever! 2 minutes at best!!!! Great job!

Rating:

2.0

Equipment I had reserved wasn’t available. I had to find a solution Truck had an issue with over raving using more fuel the necessary

Rating:

3.0

I would not recommend u-haul. the customer service at pick up was good but I made reservations two weeks ago to pick up in petaluma and they made me pick up 24 miles away in Santa rosa. then there was no utility dolly per my request! I was given a furniture dolly that was a waste of $10! Why make a reservation if they just change it! The guy said he had to grab the keys quick or there wouldn't be a truck available! Very disappointed in it haul.

Rating:

4.0

N/A Everything went smooth.

Rating:

5.0

I nd up no using the dolly at all, i returned it within 2 hours of taking it , and didnt use it , but the service provided was outstanding

Rating:

4.0

Aside from the truck having less than a quarter tank of fuel, the experience was ‘ok’.

Rating:

5.0

The UHaul app was not functional and I had to wait in line to check the truck out in person. Have used the app in the past. It’s a nice idea but it’s very glitchy…

Rating:

4.0

The floor mats had some sort of cleaning residue on them which caused me to slip and almost fall out of the vehicle. I had to wipe the residue off with a paper towel to insure safety for myself

Rating:

5.0

The man at the front desk was very helpful! Appreciated that!

Rating:

5.0

The in person interactions with U-Haul were fantastic. The web site was horrible. I rented a vehicle from another location only to get a call a few hours later saying that vehicle wasn’t available For local use. There was no “local” option from where i wanted to rent from so the web site arbitrarily moved my rental location to Santa Rosa Costing me an additional $20 in rental fees, extra time and fuel. That was very frustrating

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.