Since it was all self service it is difficult to rate as I had no interaction with anyone but this site was definitely better than the pickup location !Cindy W.
Customer Reviews for U-Haul Moving & Storage of Santa Rosa
Santa Rosa, CA 95407
(1/4 mile north of Todd Road)
Services at this Location:
- Mon-Thur: 7 am - 7 pm
- Fri: 7 am - 8 pm
- Sat: 7 am - 7 pm
- Sun: 7 am - 5 pm
- Free towing inspection
- Propane pay at pump
- 24 hour customer return
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.
Customer did not leave a comment.Christopher H.
Customer did not leave a comment.Mark B.
I would have appreciated it if the staff at this location would have handled my issues and given me my discount rather than referring me to another department.Wade L.
Service getting the trailer was very good. For some reason, my 4 pin plug didn't work, but because I was bringing the trailer back to the same spot, he let me borrow a 7 to 4 pin adapter for no charge. The drop off was even better. An employee came in while I was in line, asked if I was returning equipment. I said yes and she met outside and took care of everything so I didn't have to go back inside. Thanks...Richard O.
Everything was great!!!Marisa T.
Excellent jobLee S.
Truck had trash in the bed of it. Gas was almost empty , (light came on quick). Now I just find out there is added 84 dollars on our card. I didn't take the trash out of the truck that was left for me and I bet they try to charge me for it. No paperwork given to me that said how much gas was in the truck when I received it. I drove approximately 75 miles. I put 10 bucks worth of gas in which I calculated would cover those miles since I didnt have anything telling me where the gas started at. I won't be able to find out what the extra charges are about until tommorrow or Monday so I dont feel good waiting to here some bogus b.s. anyway I'm sure yall dont really care anyway. The california way is half ass and I feel like yall fit right in. I will avoid renting from this company again for sure.Douglas M.
Good serviceTU N.
Loved the service. The insurance was high for a one time rental. Please check charge about 50% less for that insurance.ELIZABETH M.
Don't bait and switch the rental units at the close to home office for a office an hour plus from home. I spent $25 one way to get to the office where was inventory. Also spent gas money on deadhead travel. This practice eats into my move plans as I cannot trust that you aren't just going to call a few hours before i leave to move me to another office much farther away.RAYMOND S.
I believe the gentleman's name that helped me was Wes. He has helped me many times, and has always been amazing!ERIC L.
Customer did not leave a comment.David B.
For starters, I made a reservation online. You changed my reservation to another store miles away without telling me. Then when I used my phone to check in online, I had to re-scan and re-enter my license and alternate contact which I'd done before the pickup time. Then it wouldn't accept my wife as a contact, saying she was the number used on the registration. I had to have an agent call my wife to validate my rental. On top of that, the online check in from my phone didn't mesh with what the desk clerk knew for procedural check-in. Then the yard attendant wouldn't give me the key to my truck after the desk clerk told me to go get it from him. All around absolute failures at every possible step of my rental process. I still haven't received a final invoice. This has been quite possibly the worst rental experience of my life. I'm very reluctant to trust Uhaul again for my rental needs.Neal J.
Customer did not leave a comment.RAMOND G.
Customer did not leave a comment.DART S.
Customer did not leave a comment.SUSAN B.
Customer did not leave a comment.FRANCISCO E.
Every employee goes out of their way to intentionally make the customer experience more difficult than it should be. It's almost like they hate their job and are so personally unhappy in their own lives that they want their customers to suffer along with them. The lack of compassion and lies are the worst. Will never go back! U-Haul has lost a customer for life companywide!Matthew A.
Please end the stupid face mask requirements for customers and employees.Jason E.
Customer did not leave a comment.JAMES M.
Customer did not leave a comment.RONALD J.
They forgot to provide the dolly I paid for so had to borrow another one. But UHaul did credit the amount.JOHN B.
Booking on the website is clunky. First booking was for pickup in Middletown, Uhaul called changed it to Clearlake (inconvenient). Arrived at Clearlake, they open at 10 am not not 9am as booking, then they stop for prayers. NO TRUCK. Finally found truck in Santa Rosa, so we are 4 hours behind schedule. The truck was larger than we we wanted but was all you had. NO CREDITS, NO THANK-YOUS NO WE'LL DO BETTER NEXT TIME. SO MUCH FOR "YOUR BOOKING IS GUARANTEED ." San Rosa store was a well run by comparison to the performances elsewhere.peregrine S.
Customer did not leave a comment.Mark L.
Good service. Vehicle road rough. Enjoyed driving a truck newer than my car. Back up camera awesomeKAREN B.
Went smoothly.Janice B.
Customer did not leave a comment.Frank O.
Customer did not leave a comment.Richard W.
When we picked up the vehicle and drove it to our moving location, the rental location did not give us the key to open the rear door. My wife had to drive back and this set us back an hour. When I returned the truck the lot attendant said he would take $10 off the bill for this mishap. He said they would just email us the final bill. When I got the final bill, there was not a $10 credit.Sadie M.
I used the app to check in with the 24/7 option and it would have been nice if you had made it clear that the Alternate Contact needed to answer their phone right then. I waited 15 minutes for 'Approval Pending' to finish and finally contacted the chat to get some help as I was wondering what the holdup was. This is when I found out that my alternate contact had not answered (mainly because he was still asleep) but no where did it say he needed to asnwer. So once I used my other friend's information it worked right away.Elise G.
Customer did not leave a comment.JESSICA E.
Customer did not leave a comment.ERIC U.
Great staff always helpful!Brandon O.
Customer did not leave a comment.JACQUELINE U.
when we got there the uhaul was not ready. it took us an hour to get checked out. The uhaul had a pad lock on it and it had to be removed, so the uhaul was not ready. it hadn't been checked in, cleaned or had the gas tank full.JON M.
Customer did not leave a comment.Chroch M.
The truck was at the wrong location which caused more gas and mileage for us. It was promised via the last text received to be at the College location. This cost us time and money. None of the before pictures were accurate which caused us a lot of time taking pictures, even the Miles were off by a Mile. Luckily the two people that helped us were nice and right on top of things. The truck was in way worse shape than the pictures we were given and none of it was notated which is alarming. Their is even graffiti on it!April P.
Customer did not leave a comment.RIDGE H.
I prepaid on line to save time and the pickup took at least 30 minutes to wait in line to complete transaction and another 20-25 minutes to have a technician help ensure the trailer hitch was set up correctly.James S.
The location was a bit short staffed but it was a busy holiday weekend. The service person was very pleasant and apologized for the wait. I used mobile online pick-up and drop-off and it is very efficient and easy to use.Laura C.
Customer did not leave a comment.CLAY T.
Customer did not leave a comment.GABRIEL D.
To start, making the reservation was fairly easy, except it was difficult to tell where the trailer was in stock. It would say "limited availability". then when I continue the reservation it said " may not be available when you need it and you will be contacted by a representetive". Then finishing the reservation it said " you agree that the equipment is not available at this location". just a little misleading and wasted time. also, I was never contacted by a rep. When I finally found a location that had ot at the time I needed it, The employee did NOT look happy to be there. understandable, but still. Besides that, he was helpful in getting it set up when there was no one lese to do it, and the rest of my experience was great except not being able to reach a person on the phone AT ALL unless I was to wait on the phone for a large call center for 30+ minutes. That was a little rediculous, because I was worried I wouldn't make it back in time and wanted to make sure that it was okay to bring it back a little late. I tried to do it online and it wouldn't let me, because another family had it reserved even though when I went to drop it off there were 4 other trailers of the same type there. Anyway, thats where things turn around. pulled in about 2 hours late, and didn't have any kind of late fee, and the drop off process was simple. overall, a decent experience except for trying to get a person on the phone, and the confusing was of making a reservation. Thank youJOSHUA W.
Customer did not leave a comment.Patrick J.
Customer did not leave a comment.Randy J.
Customer did not leave a comment.RUSSELL H.
Customer did not leave a comment.DOUGLAS D.
Everything was fine.MICHALL P.
Customer did not leave a comment.MATTHEW S.
Customer did not leave a comment.WILLIAM A.
Customer did not leave a comment.Karen G.
The check in took over 30 minutes waiting in line, the employees did the best they could but were understaffedDavid V.
The staff at this location did great. However, I rented the truck online and scheduled a self-checkout at 6:30 AM, but when I got to the location, it didn't support self-checkout and didn't open until 7:00 AM.MATTHEW K.
Customer did not leave a comment.Lee Z. | First Impressions
Customer did not leave a comment.Abigail B.
Customer did not leave a comment.DANILO G.
Have more than one person at the register. There was a very long line and only one person working. Took about 15-20min to help each customer. Not all workers on the same page. Rude customer service.ANGELINA G.
The attitude of the guys behind the counter and the guy hooking up the trailer was TERRIBLE. VERY AWFUL customer service!!! Rude!!!Mary Ann W.
Customer did not leave a comment.Jiliano Y.
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.Neil R. | Overall Experience
Initially, my first contact , seemed to be a disgruntled employee who was not very helpful. My second contact was with a pleasant woman who was pivotal and turned everything around for me. The only ding I would give U-Haul is the fact that you have to wait 20 to 30 minutes to get a representative on the phone. Other than that, your prices, Customer Service, and delivery we're handled very well. I would definitely recommend Uhaul to my friends and family.Yelena S.
I am always happy to speak with real humans rather than automated voices and/or phone trees. U-haul employs real people that are friendly and helpful... computers can't compete with that! Thank You U-haul !Christine S.
Customer did not leave a comment.GREGORY P.
The place is very disorganized the assistant manager is very unprofessional I had to wait almost 2 hours for my equipment I will never rent from them againMARTIN R.
The systems was down and the senior staffer seemed not only dismissive of the set back but was completely unhelpful and downright rude about.Philip W.
Alejandro was outstanding- his colleague was having a hard day and he stepped in and was helpful when the computers went down.Teresa W.
I stored my box for almost two years paying $76 a month. Every time I requested the day prior to have my box ready, it was not ready. Yesterday, I had to go twice to the facility and first they couldn't find the right #, then they brought out the wrong box. They found my box and said it would be a half hour to get it out. I came back two hours later to find it in the same spot 8 deep in the warehouse. Finally, the assistant manager, Wes helped get it out himself and allowed me all the time I needed to get everything out of my box. He was very helpful! I wasn't planning on moving it all out, yet am so tired of not being able to get access even when I planned for it. Very frustrating experience!Lynn P.
Customer did not leave a comment.Ronald J.
Customer did not leave a comment.CHRISTIAN A.
Customer did not leave a comment.Steve M.
I didn't have any problems whatsoever. Maybe hire a few more people.LISA B.
Customer did not leave a comment.George V.
Customer did not leave a comment.NICKOLAS P.
Be customer friendly not jerks. If you make a mistake take care of it yourself instead of making customer fix it for youYOAN G.
The workers there are great, other than the managers. I've used this location multiple times, and the managers truly embody the feeling of laziness. Th eworkers go over the top to try to make things work for customers, find alternatives, etc, but the managers always seem to provide roadblocks, hassle, are generally unhelpful, and not friendly at all. Some of the lower tier employees need to be promoted to management, and have the current managers removed. You will undoubtedly have better ratings, service, and return customer.RICHARD C.
Customer did not leave a comment.Daniel K.
Customer did not leave a comment.ISMAEL A.
My wife and I had contact with about 6 different employees in the pick up and return processes. ALL were friendly and helpful. We had reserved a trailer and I had done the online check-in the evening before. Pick up and check out were fast. The return was equally as fast and friendly. The trailer was clean and fully functional. All-in-all a great experience. I would return to this location should I need a rental in the future.Charles T.
Customer did not leave a comment.MATT K.
Didn't mind waiting for a calm experience, I'm in your computers, I look forward to many short and long haul ventures, future customer relations depend on the consumer,not your staffWilliam R.
Good Rental. Good equipment. Impressive and efficient IT tools expedited contract. Efficient and helpful person ("Don"). All vehicle rental companies should adopt your practices and automation tools!STEVEN M.
I am not sure if anyone ever reads these reviews but I ordered a trailer for a one-way rental. I got a call from someone at U-Haul asking me for a favor and if I could bring the trailer back to the original location since there was a shortage of equipment. I wasn't thrilled about hauling an empty trailer for 180 miles but I was willing to do it. Once I arrived they told me that I had to have the trailer back by 1pm or I would be charged another day. I waited and tried to solve the problem for almost two hours by talking to some person on their "traffic" line. Anyway they couldn't figure it out and I was already late for my other appointment so I had to just cut my trip short because I was trying to do U-Haul a favor. I also stood outside for over 30 minutes before I could find a single person to check me out so I could leave. The "manager' that finally helped me load the trailer on my truck wasn't pleasant AT ALL and was acting as if I was bothering him by asking him to do his job. Dropoff was seamless.JASON K.
Continue the same level of service and you will have many happy customers.George R.
Counter help was excellent. No help in the lot when it came to hooking up the trailer. I contacted the manager who was in the lot and he was not helpful and basically blew me off. He clearly has no management or customer service skills. I felt that he didn't care if I received help or not. Once a lot worker was found, he was polite and helpful. Maybe get the crew radios and require them to use it, or a PA system and require the crew to respond. Probably not going to happen under that supervisor's umbrella.EDWARD H.
Customer did not leave a comment.Jay S.
Customer did not leave a comment.Adrian M.
Customer did not leave a comment.cary S.
Customer did not leave a comment.derek S.
Attendant kept answering phone calls while I stood and waited to be helped after a 36 hour drive. He was short and annoyed when he finally asked me "what do you need?" Told me my reserved storage unit was on the second floor and there's no elevator, which would have been nice to know ahead of time. Found another unit outside of uhaul. I've used Uhaul for ever move in my life (13 states over 30 years) I won't be renting uhaul again after this pick and drop off experience.Joseph T.
Nobody could find my reservation even with the confirmation number what's the point of a confirmation number if your staff can't recall the order with itDAVE P.
Customer did not leave a comment.David S.
Terrible customer service.AUANJA T.
Customer did not leave a comment.Albert C. | Overall Experience
Your website sucks. Trying to get over two days rental could not be done. I kept getting pushed to add things. The confirmation showed the wrong equipment. I spent three hours on hold. 18 hours later the emailed new confirmation was wrong.Wayne S.
The service at the facility was great. When I tried to call the facility, the U-Haul phone system was horrible and took so long to get any information that we simply hung up.Bryan R.
Customer did not leave a comment.Jose M.
Customer did not leave a comment.MICHAEL H.
Customer did not leave a comment.JOSEPH C.
Customer did not leave a comment.JOSE U.
The online truck return process is terrible and did not work. There was no one available at the return location. Had to go to 3 different locations to finally return the truck.Gene F.
Nothing! They had my hitch in stock and trailer was clean and we'll maintained! Great knowledgeable staff. Very very cool.KEVIN G.
Don't be sad, I haven't gone anywhere.phlip p. | Overall Experience
Customer did not leave a comment.Albert C. | First Impressions
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.Bruce G. | Overall Experience
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.Barry R. | Overall Experience
The storage unit is on the second floor and one has to carry items up steep stairs, but the units were clean.Frank G. | First Impressions
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.Steve D. | First Impressions
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!!Esperanza C. | Overall Experience
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.Valerie A. | Overall Experience
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.Stacia S. | Overall Experience
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.comNATHAN S. | Overall Experience
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!Vaughn H. | Overall Experience
drivers were great - polite and courteous. I was happy with the whole process.marc b. | Overall Experience
Customer service provide by Eva at all stages of the U-Box pickup process was excellent.Joel M. | Overall Experience
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 luckJule F. | Overall Experience
Additional Services at this Location
We have the largest selection of new trucks!
Our cargo and utility trailers start at $14.95!
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We ship across town or accross the world!
We sell hundreds of products to make moving easier!
U-Haul is North America's #1 hitch installer!
Propane service delivered straight to your door!