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

8,986 reviews

3601 Santa Rosa Av   Santa Rosa, CA 95407
(1/4 mile north of Todd Road)

(707) 584-7722

Location Hours

  • Mon-Thur: 7 am - 7 pm
  • Fri: 7 am - 8 pm
  • Sat: 7 am - 7 pm
  • Sun: 7 am - 5 pm

Services at this Location:

Contact Us

(707) 584-7722

3601 Santa Rosa Av
Santa Rosa, CA 95407
(1/4 mile north of Todd Road)

Services at this Location:

Location Hours

  • 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.

Overall Rating:

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Rating:
5.0

I spoke to many people at many locations. ALL were very helpful. Thanks again.

SIMON E. 
Rating:
1.0

The manager Don is rude and nasty to every customer that comes in. If you have an issue with any of the equipment he yells at you. We had so many problems getting this reservation in the first place and to be treated like piles of crap when we came in was absolutely unacceptable. Then, after finding our own beat up equipment on our own in their large 3 acre yard, we got a rusted out trailer that didn't work. We got to our location to load and went to take the trailer off and it did not function. We had to go all the way back and again deal with the rude employees. Finally we are on our way 3 hours later than expected. The help that I paid for locally was only available for 6 hours and I lost half of that dealing with your company.

Jeri L H. 
Rating:
5.0

Location made a small mistake when I returned the trailer at the end of my reservation. The Issue was dealt with promptly and in a professionally friendly manner.

Omar G. 
Rating:
5.0

Customer did not leave a comment.

Dennis S. 
Rating:
1.0

I can not believe the transmission was going out on the 20 foot van you just rented us and you took an hour and a half out of our day of moving and offered us ZERO compensation except a 10 foot truck and still have to bring it back at the same time???? Now our move has become extremely complicated and stressful and shorted by time we have to get it done.

TIMOTHY H. 
Rating:
4.0

The U-haul app is still confusing and to many steps to just want to rent a vehicle. Check-in through the app still doesn't work. You still need to go to the counter to check in. Regardless of the app or counter to get to the step to take pictures of your license is difficult to get to. Also saving your license on file for the next time you rent something, doesn't work. Fortunately the U-Haul yard just north of Todd Rd in Santa Rosa, ca are great at what they do and keep me coming back.

Scott R. 
Rating:
3.0

Customer did not leave a comment.

DONALD M. 
Rating:
4.0

Customer did not leave a comment.

PAUL B. 
Rating:
1.0

Bad fuckin customer service

SALVADOR A. 
Rating:
4.0

Although there was a little issue with scheduling and getting the wiring done took a couple of times but I would make sure that all is in order when you book an appointment including the person that's wiring is there other than that they did a great job nice service nice customer service I haven't heard anything yet but it looks fabulous. I brought in my own hitch I bought off Amazon and it was no problem thanks guys I'm happy to have it done finally

Deanna S. 
Rating:
4.0

Customer did not leave a comment.

ROBERT G. 
Rating:
5.0

Customer did not leave a comment.

Mingkai C. 
Rating:
4.0

auto transport trailers are the best towing ones I have used.

CARLYSLE H. 
Rating:
4.0

Customer did not leave a comment.

ANDREA F. 
Rating:
3.0

Communication via text/email was a total cluster-you-know-what. Conflicting messages, pick up location. pretty stressful. In the end, the Santa Rosa Uhaul team decided to move our reservation over to them which was definitely more convenient for us. But the website never gave us the option to rent the 5 x 8 trailer from there. We were prepared to drive 18 miles to/from the town of Sonoma to get the trailer we needed. We confirmed with the Sonoma location twice that our trailer would be there. On the day of pick-up we rec'd 2 text messages from Uhaul Santa Rosa regarding our trailer pick up that day. We were confused. We called Sonoma, they didn't know where the trailer was. I called Santa Rosa and was told the trailer was there. I asked who moved it there and the guy said he did. I said I appreciated him moving it closer to us, but was anyone going to call me and let me know? He said that someone was supposed to. My distinct impression is that Uhaul web ordering and all those hundreds and hundreds of affiliates that house and rent equipment do not play nice together. There is no alignment between everyone. I also paid for a mattress cover on the website, but Santa Rosa Uhaul had no record of it. So I had to buy another one. I just ate the cost of the first one. The idea of trying to get my money back after everything we went through was too daunting. For what it's worth, I'm a UX Design Student and when I placed my initial reservation on your website, I was impressed by the linear and clear process. I even talked it up as an example of good user experience in a class discussion. Little did I know at the time that the website wasn't especially connected to boots on the ground (nor visa-versa). You have a tough communication issue on your hands. Very complex. I'm sorry but as long as there is no true alignment between web experience and physical experience, you're going to unhappy customers.

Lisa M. 
Rating:
5.0

Customer did not leave a comment.

Esta H. 
Rating:
5.0

Keep up the good work. It was very busy at this pickup/dropoff location. Other customers may benefit from the help of more employees. Our wait was very minimal. Thank you for your business.

Jack K. 
Rating:
3.0

Customer did not leave a comment.

Efrem Z. 
Rating:
1.0

I reserved a trailer for 2 days, had a confirmation number and a card on file, the day before I'm to pick it up I get a call, the trailer I RESERVED was no longer available. Really, that was a mess. Left us scrambling. Will never use uhaul again

ANNETTE G. 
Rating:
5.0

Customer did not leave a comment.

Roger D. 
Rating:
5.0

People were awesome. Van was dirty on the out side ... Not the end of the world.

Jake R. 
Rating:
5.0

Don and his crew gave superior service, and they was thorough, helpful, friendly and patient with me.

ALTHEA B. 
Rating:
5.0

Customer did not leave a comment.

Sean O. 
Rating:
5.0

Customer did not leave a comment.

Ethan H. 
Rating:
3.0

I was treated very well.

lonita D. 
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.

Lee Z.  |  Overall Experience 
Rating:
1.0

Customer did not leave a comment.

Adam K. 
Rating:
2.0

I had to wait one hour for them to find the key to my rental truck, then they didn't give me the hand truck that I paid for! Please let me know if I can receive a discount for my troubles?? Thank you.

JAN V. 
Rating:
5.0

Perfect!!

bradley S. 
Rating:
5.0

Customer did not leave a comment.

ANGELA F. 
Rating:
5.0

I ordered a 17ft truck and the sliding door had a cable issue so it was pretty difficult to close. I found out when I went to pick the truck up and was offered a smaller truck but it would have been too small. Other than that, no issues.

JONATHAN F. 
Rating:
2.0

Customer service is really bad

BRIANA C. 
Rating:
5.0

The wait times are often too long. Too few rental agents?

Peter R. 
Rating:
5.0

Customer did not leave a comment.

James P. 
Rating:
5.0

Amazing experience. This team, especially Tia, went above and beyond. My move had so many unexpected issues and delays that put me way behind schedule but this team was so accommodating and easy to work with. I can't explain how much I appreciate that especially during such a stressful time. Thank you all again!

Simon Y. 
Rating:
5.0

Have the extension wire for the trailer lights attached or more readily available when a customer is picking up the trailer.

Kenneth S. 
Rating:
5.0

Make sure about blanket pads being put in truck. I didn't get mine but it turned out ok. The loaders packed tight and no damage!! All's good. Amazing Movers in Santa Rosa are awesome!!!

PATRICIA C. 
Rating:
5.0

Service was impeccable, Brendon made sure I was safe and ready to go

JAN W. 
Rating:
5.0

Customer did not leave a comment.

GREG D. 
Rating:
3.0

Store was supposed to be open at 7am. We got there at 7:15 am to pick up our truck and the store was still closed. When we came back to return the truck, no one was at the counter. Thankfully we didnt need the person at the counter as we did the online return my truck which was easy.

JESSICA W. 
Rating:
5.0

Customer did not leave a comment.

NANCY M. 
Rating:
4.0

Customer did not leave a comment.

ORIEL O. 
Rating:
5.0

Customer did not leave a comment.

SHARON P. 
Rating:
3.0

When I arrived at my scheduled pick up time the truck was not ready for rental so I had to wait for it. Meanwhile I had movers waiting too. U-haul expects rentals to be returned at the specified time therefore rentals need to be ready for pick up at the specified time.

Kelly C. 
Rating:
5.0

Good service as usual. Problem w/ hitch on the size rental we wanted, so the yard person noticed the problem & replace the trailer w/ a functional one.

GARY S. 
Rating:
5.0

Customer did not leave a comment.

MURRAY F. 
Rating:
5.0

Customer did not leave a comment.

Edward F. 
Rating:
5.0

Nothing u guys are great

Jami M. 
Rating:
4.0

My issue isn't with this location but with the inconsistency of my reservation/appointment. When I reserved the 17' truck I originally scheduled it for 9am-10pm and to be picked up in Healdsburg. I get a text saying that the pickup location has been changed to Santa Rosa (inconvenient but not a big deal). Then I get a text the night before pickup saying that my pickup time has been changed to 10:30am instead of 9am. This forced me reschedule movers/helpers. Then to make this situation even worse, uhaul decided to change the return time from 10pm to 7pm WHILE WE'RE MOVING!! My question for you is, why allow me to reserve a certain truck at a certain location and for a certain period of time then change it on me last minute? Extremely unprofessional.

Andrew J. 
Rating:
2.0

Customer did not leave a comment.

GINA L. 
Rating:
4.0

Faster response time to assist customer.

MARK S. 
Rating:
5.0

Customer did not leave a comment.

Daymon D. 
Rating:
5.0

Customer did not leave a comment.

Myleen C. 
Rating:
5.0

Great service!

SANDRA S. 
Rating:
5.0

Customer did not leave a comment.

BRANDEE V. 
Rating:
4.0

It seemed at the beginning there was a lot confusion on our reservation for the two U-boxes. Lost reservations and mis-information. We were concerned that we were not going to get our boxes when we needed them. The staff at U-Haul Moving & Storage of Santa Rosa were so very helpful to get it all straightened out. To make sure that we got our boxes, they personally delivered them on trailers. They also personally picked up the boxes on the pickup date. The next issue was trying to confirm where the boxes were going to be delivered at the end. We went and talked to them in person and it was apparent that there was no record of where the boxes were going. They listened to us and got right on the phone to find out what was going on. They were able to get us some answers about our reservation. I have to commend the staff at U-Haul Moving & Storage of Santa Rosa as they made sure that they followed up on our reservation and got us the answer. I get that U-haul is getting swamped with unprecedent request for their services so I appreciate the patience and the time the staff took to help us out.

martin W. 
Rating:
5.0

Customer did not leave a comment.

TRICIA W. 
Rating:
4.0

Customer did not leave a comment.

JACK L. 
Rating:
5.0

They processed everything very efficiently. I had no problems with pickup or return.

WILLIAMKEENE A. 
Rating:
4.0

Customer did not leave a comment.

Robert B. 
Rating:
5.0

The individual the hooked up the trailer and the individual that took care of unhooking the trailer on the return were very professional and a pleasure to do business with.

STEPHEN S. 
Rating:
5.0

Customer did not leave a comment.

Ulaiasi W. 
Rating:
5.0

Customer did not leave a comment.

Jarelle D. 
Rating:
1.0

better communication

Jessica S. 
Rating:
5.0

Customer did not leave a comment.

Richard C. 
Rating:
4.0

The return is ridiculous, forcing the customer to do the job of a person who works for U-haul. I should just be able to return the truck, and a worker goes through the ridiculous process of checking everything.

HEATHER P. 
Rating:
5.0

This u haul is always excellent

Judd F. 
Rating:
4.0

Customer did not leave a comment.

BRADLEY B. 
Rating:
4.0

I have to say, Willy was one of the most delightful person I have encountered in quite some time. He was polite, helpful, knowledgeable and friendly.

DENISE C. 
Rating:
4.0

Make sure the equipment is in good working order. Do something to improve your Roadside service phone response. It is terrible.

Ronald J. 
Rating:
4.0

Customer did not leave a comment.

Patrick M. 
Rating:
4.0

Customer did not leave a comment.

Amanda B. 
Rating:
4.0

It might be useful to your customers to have a calculator which could have separate line items for all the different steps involved in renting the boxes. At the start it felt like there was a new cost surprise at every turn. Reserving

karen C. 
Rating:
5.0

Customer did not leave a comment.

Alvaro G. 
Rating:
4.0

The miles and gas gauge were far off from my receipt and the text to confirm expired too fast to confirm. Luckily I took a picture to show the discrepancy and the representative at the store helped to fix everything when I returned the truck.

KENNETH C. 
Rating:
1.0

2 of the light bulbs were removed from the front of the truck. The hood wasnt fastened when we drove away and it was bouncing around we had to stop and secure it.

MONTY M. 
Rating:
5.0

Customer did not leave a comment.

NANCY A. 
Rating:
5.0

Customer did not leave a comment.

Daniel W. 
Rating:
1.0

The equipment was poorly installed The police stopped me at dawn because there was no light behind the equipment of the uhal and my car too, the police did not let me continue my journey, I had to stop in Denver, Colorado to solve it. I went to the first uhal and they didn't solve it because it was a uhal only for leases. I went to the second uhal and they didn't solve it either. I took it to camp world and they discovered the problem. who installed it, let the electric cable touch the exhaust, burning the cable that connects the truck, causing a short circuit in MY CAR, but they didn't change it because it was under Uhal's warranty, they referred me to Uhal to fix the problem, I paid 20 dollars in tip for the boy from camp world. I went to uhal and they had to change the wiring and the converter. I gave the boy another $20 tip. I spent on a $160 hotel room rate that wasn't planned. None of this pays for the factor that I would spend 2 days with my stepson who I haven't visited in 2 years and I only spent 1 day because of the irresponsibility of an installer who incompetently lets an electrical cable touch the exhaust. My desire is to go to court and request all the money I spent on Uhaul back because I spent approximately 1,000 on this Uhaul unit

MARIO J. 
Rating:
4.0

The customer service was excellent. Only thing was that the truck smelled of smoke and weed.

JUANITA P. 
Rating:
4.0

Excellent staff from the lady on reception to the chap that connected the trailer for me and the guy who helped me drop it off. All really friendly and helpful. Well done!

Robert J. 
Rating:
5.0

Customer did not leave a comment.

Gus F. 
Rating:
5.0

Customer did not leave a comment.

Bill O. 
Rating:
5.0

It was the best moving experience. Everything was just right. The only issue we had was with the company we hired to retrieve and deliver the boxes here in Mississippi.

Robin D. 
Rating:
2.0

No direction from staff, had to un hook trailer ourselves and move to location. No “check” out hello or goodbye. Customer yelling at staff behind counter since they had been waiting so long. Not a great experience.

JACQUIE B. 
Rating:
3.0

There was a glitch with parts for my hitch installation not arriving on the installation day. This caused a delay. But I was ultimately taken care of to my satisfaction. Your part tracking and/or part ordering procedures may need review for possible improvement.

Ari S. 
Rating:
4.0

I had phone conversations with people here probably 4 times before I brought my car in to be worked on. I told them the first call that my husband and I had separated and my account with them would be separate. They could not get this straight!! They had his phone number and e-mail on my account until I actually went into the building and watched them change it! My husband was getting all of my appointment notices etc. quite frustrating after telling them 3-4 times!!

indra J. 
Rating:
4.0

Customer did not leave a comment.

CHRISTINA N. 
Rating:
5.0

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

justin s.  |  First Impressions 
Rating:
4.0

Customer did not leave a comment.

Deven C. 
Rating:
5.0

I was helped in two minutes pulling in Everything was handled within 10 minutes I was on my way very good experience

STEVEN G. 
Rating:
4.0

Every thing seemed pretty well run at the U-Haul rental store. One of their employees got the trailer hooked up for us, and, when we returned it, promptly unhooked it. Service was prompt and friendly.

PETER S. 
Rating:
5.0

Willy and Donald were courteous, professional and friendly. I wish I had those two guys working on my crew.

CHARLIE D. 
Rating:
2.0

Uhaul neglected to tell me that a 20ft truck was a different class of vehicle and was likely to not be covered by my auto policy. They instead spent time selling me an insurance policy that covered only the truck. They never offered regular insurance coverage

BRIAN M. 
Rating:
5.0

Great service and hook up.

ALAN D. 
Rating:
5.0

Friendly, professional & efficient. A perfect combo!

Allen C. 
Rating:
5.0

Customer service is excellent. Willie went above and beyond to accommodate my situation and helped resolve issues that arose.

Jordan W. 
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.

Cesar C.  |  Overall Experience 
Rating:
5.0

Allow multi day rentals to be returned at the origin location

Aaron N. 
Rating:
5.0

Good job

LAWRENCE C. 
Rating:
5.0

Customer did not leave a comment.

Daisy L. 
Rating:
3.0

Customer did not leave a comment.

Matthew G. 
Rating:
5.0

Customer did not leave a comment.

Thomas B. 
Rating:
1.0

Customer did not leave a comment.

Margarita Q.  |  Overall Experience 
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.

April S.  |  Overall Experience 
Rating:
3.0

Customer did not leave a comment.

Lee Z.  |  First Impressions 
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.

Neil R.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Albert C.  |  Overall Experience 
Rating:
5.0

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

phlip p.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Albert C.  |  First Impressions 
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.

Bruce G.  |  Overall Experience 
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.

Barry R.  |  Overall Experience 
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.

Frank G.  |  First Impressions 
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.

Steve D.  |  First Impressions 
No reviews have been submitted for this location.

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