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

8841 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

The lady who helped me was amazing! The man in charge seemed incredibly stressed, they need more qualified employees I think. There were about 4 employees just standing around unable to help anyone….??

Jennifer G. 
Rating:
5.0

Customer did not leave a comment.

H Joseph W. 
Rating:
5.0

Customer did not leave a comment.

JORGE R. 
Rating:
5.0

Customer did not leave a comment.

Timothy L. 
Rating:
3.0

This location was very kind and helpful

Jennifer S. 
Rating:
2.0

Be prepared and follow through on what a order/contract includes

Brett N. 
Rating:
4.0

Customer did not leave a comment.

Stacey S. 
Rating:
2.0

Very rude customer service

FRANCISCO D. 
Rating:
5.0

Customer did not leave a comment.

Ryan S. 
Rating:
1.0

The few staff I could see that seemed to be avoiding me at all costs were extremely rude. Although they were apparently checking in returns they refused to talk to me until I finally chased one down and politely asked for help. He was super rude and said I'd have to wait. Then he came back out several minutes later and said nothing but “give me the key”. For about 5 minutes I waited while he sat in the drivers seat with his phone. He finally muttered some amount. He said I went over the mileage. Yet, I had already paid for the rental and mileage - now I have two charges on my card, for double what I was supposed to pay. Whomever is responsible for managing the drop off location should be fired - what a horrible place to work. Employees are a reflection of management and the organization. How can uhaul be so awful when you are charging so much and apparently as busy as ever?

Rhonda C. 
Rating:
3.0

Have a better app for drop off

JENNIFER C. 
Rating:
5.0

Customer did not leave a comment.

Christian A. 
Rating:
1.0

UBox fell apart on the freeway Staff is overwhelmed, understaffed and rude

Kelleyanne D. 
Rating:
4.0

Customer did not leave a comment.

Jerry P. 
Rating:
1.0

I was sent out in a truck that had the gas line cut, and it became apparent later that the truck was also sparking. It was not clean inside when I picked it up. It was dangerous, and I was told it happens often. I suggest you thoroughly inspect before driving. I was led to believe I would get a discount, but that was not true. I lost at least 100$ in gas from it dumping out when filling. The employees and possibly the manager did not seem to think it was a big deal.

Emily C. 
Rating:
5.0

Customer did not leave a comment.

Rex F. 
Rating:
2.0

Most of my rating is due to circumstances partially beyond the control of the management of this location. When I arrived at a different U-Haul location with a reservation, I was informed they did not have any trucks available. After calling around and calling U-Haul traffic, I was moved to this location. I had hired movers through U-Haul, so the initial problems were not only did I not have a truck until more than two hours after my reserved pick-up time, but also I missed the window for the movers I had hired through U-Haul. The first truck U-Haul tried to rent me had no gas cap and no catalytic converter, so I had to wait another 15-20 minutes to get a replacement truck. Unfortunately, by the time I finally arrived at my initial location with the truck, I then had to negotiate and wait for the movers to arrive -- nine hours after originally scheduled. It was a waste of an entire day for me to conduct a simple move.

RICHARD L. 
Rating:
5.0

Everything worked fine, excellent service.

BILL S. 
Rating:
5.0

Willie helped me A LOT, their entire staff was so amazing and helpful. Moving is one of the top three stressors and they made getting a moving truck not stressful at all. This will be the only facility I will ever use!!

AQUILAH R. 
Rating:
4.0

Staff was very helpful

Rachel V. 
Rating:
1.0

Horrible customer service. Owner was rude and unprofessional. I will not be supporting this location ever again.

ARIEL V. 
Rating:
5.0

Brilliant service from the rental agent and A+ Trucks

Luke C. 
Rating:
3.0

At the time of pick up, service wasn't great. I waited for a few minutes for one of three employees, behind the front desk, to finally acknowledge me. The service was less than average. I do want to acknowledge that upon drop off, DONALD SHELDON JR assisted me. DONALD is incredibly polite, assertive and very helpful! DONALD MADE ME FEEL AS IF MY EXPERIENCE WAS THE MOST IMPORTANT FACTOR WHILE HE ASSISTED ME!!! If it weren't for my encounter with DONALD I would have given a rating of POOR although DONALD SHELDON JR PROVIDED EXCEPTIONAL SERVICE.

David L. 
Rating:
5.0

Customer did not leave a comment.

Matthew B. 
Rating:
2.0

Customer did not leave a comment.

ENRIQUE C. 
Rating:
5.0

Customer did not leave a comment.

Pablo R. 
Rating:
1.0

The only reservation I could make was for 30 minutes away. Day before my reservation was changed to another hour away. Took me 3 hours to get trailer. Sad sevice

Scott S. 
Rating:
1.0

I made a reservation for a motorcycle trailer and was told there wasn't a motorcycle trailer available to rent because it had already been rented out for the day. What's the point of a reservation system then? I tried to rent a different trailer which wound up not working and being a huge waste of time. Get this! When I came back to return that trailer there was a motorcycle trailer still on the lot unmoved from where it was when I originally came in. Ridiculous. Never going to use this location again.

DANIEL J. 
Rating:
5.0

Intake staff was very friendly and polite.

JOEL E. 
Rating:
1.0

Customer did not leave a comment.

Ygor C. 
Rating:
3.0

This was the worst experience I have ever had. The delivery/load day was a complete disaster and I ended up paying over $900 more than I was supposed to because of Uhaul's fault. I will never use this company again and will go out of my way to make sure my friends and family don't either.

Anne D. 
Rating:
5.0

I have only had good experiences with this location, and the staff has always gone above and beyond even when they are crazy busy. Can't thank them enough!

Amanda N. 
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:
1.0

Customer did not leave a comment.

Chad M. 
Rating:
3.0

Introduce me to truck, how milage is affeced by tow setting, and have a passengers side mirror hat worked. I was given keys and sent on my way with no intro to truck. It was a safety risk because I didn't have tape to keep it from drifting.

MICHAEL G. 
Rating:
5.0

Customer did not leave a comment.

KEVIN T. 
Rating:
5.0

Customer did not leave a comment.

Timothy S. 
Rating:
3.0

The equipment was fine overall, but the inside of the windshield required that I stop and get a wet paper towel to remove what looked like spray from a soda can. It was a distraction while driving. The woman who initially helped me with this order was exceptional.

Michael S. 
Rating:
2.0

Customer service is really bad. I t was my first time there when I p-up the pickup it went smooth but when we dropped it off the lady there was really rude and didn't help us till 15 minutes later.

BRIANA C. 
Rating:
3.0

Typical UHAUL experience, reserved a 20' got a 26' truck. Truck was barely road worthy, and had no hand truck even when i was specifically told it had it in it. Went back two days later to get the 20' and was told they were out and had to settle for a 10'. After all the years using UHAUL, nothing has changed and was expecting nothing less or more.

BENJAMIN D. 
Rating:
4.0

Customer did not leave a comment.

Gail S. 
Rating:
5.0

The person I talked to was really helpful

Emily M. 
Rating:
4.0

Customer did not leave a comment.

tia G. 
Rating:
5.0

Customer did not leave a comment.

Marinadawn S. 
Rating:
5.0

Customer did not leave a comment.

Lajuan H. 
Rating:
1.0

Customer did not leave a comment.

Jorge V. 
Rating:
5.0

Don and the staff at Santa Rosa U-Haul went above and beyond to make everything work when U-haul was unable to get my boxes to Willits on time. They put in some long days with some pretty demanding customers and still manage to keep it professional. Very impressed with this U-Haul location.

SAMUEL C. 
Rating:
5.0

Customer did not leave a comment.

RICHARD K. 
Rating:
3.0

We scheduled our boxes 3 weeks in advance, and the day of pick up we were told, your boxes are not here and we will "put you down for next week" This was unacceptable and pushed our whole move schedule out another week. From there it just got worse, we were on the phone daily with Uhaul and had multiple trips to the office to try and get boxes, we ended up getting one daily here and there and even asked for and took the one on display. Recieving our boxes on the other end was just as hard. That was rescheduled from the original date, and finally when the boxes were delivered, we got them at 7:30 at night. The whole Ubox experience was extremely frustrating and I will not recommend it to anyone.

MICHAEL W. 
Rating:
1.0

Uhaul sire isn't what it used to be.

Jeffrey B. 
Rating:
5.0

Customer did not leave a comment.

Harpreet B. 
Rating:
1.0

The owner was so rude to me. I have never experienced that level of rudeness at any establishment in my life. I needed help finding the truck that the app told me was mine. I kept trying to tell him that, but he just told me I was doing things wrong and that he couldn't help me because I was using self-check in. Then he mocked me for being frustrated and said he would wait until I was "done with [my] tantrum." Turns out, the truck wasn't even on the lot. I actually did need his help. It was shocking. I have been to the location many times over the years, and this was enough to ensure that I will not be back. I have also used the self check-in before with no issues. I still can't believe an owner spoke to me and treated me this way. I told him that I would "Yelp" about it and he said "Fine! It's not like that hasn't happened to me before!" Ha! I bet that's true!

Diana W. 
Rating:
4.0

Check in person was great. The issues were the truck ran terrible and was so loud it was painful to drive. Also the gas was marked at full on the check in receipt but after I already left I saw it at 3/4 full. I know I should have looked but it ended up costing me money. I rent many trucks from this location and will continue to do so. I believe this was an isolated incident. Thanks

Judd F. 
Rating:
4.0

Customer did not leave a comment.

Russell A. 
Rating:
4.0

Customer did not leave a comment.

Jose V. 
Rating:
4.0

Customer did not leave a comment.

Nolando B. 
Rating:
5.0

Customer did not leave a comment.

Sandra R. 
Rating:
5.0

Customer did not leave a comment.

penny P. 
Rating:
5.0

Customer did not leave a comment.

Timothy M. 
Rating:
4.0

Customer did not leave a comment.

DAVID B. 
Rating:
3.0

The person who checked us in didn't have our vehicle ready and in front. In fact, they never left the front desk at all. We had to wander all over the yard looking for a truck number that wasn't even there and we went back to the counter twice to tell him this before he was able to switch out our reservations for a truck THAT WAS ON EMPTY. Made us late to everything not to mention we had to stop for gas. Worst experience of costumer service ever!!

Catalina Q. 
Rating:
3.0

Rented a $19.99 truck, drove it 10 miles and paid $60- I will beg a friend next time

JON S. 
Rating:
4.0

The trailer stunk of marijuana smell. Now our stink the same.

Per V. 
Rating:
4.0

Everything was good little to no wait for service at pickup and drop-off. I will use again.

SEAN B. 
Rating:
3.0

The customer service when both my son and I went in to arrange for the pick of the UBox was not helpful. The man I spoke with acted like he was doing me a favor to arrange for the pick up of the UBox. Also, the forklift was broken and had no time line when it would be repaired. I had to call back 3 times and write an email in order to arrange to pick up the UBox. However, after picking up the UBox, the person I wrote the email to, Don Sheldon, was very helpful and made sure the charges that were charged incorrectly were removed.

Bo-bette M. 
Rating:
1.0

Customer did not leave a comment.

Melissa W. 
Rating:
5.0

Good service

Rainer S. 
Rating:
4.0

Advise customers of $20 after hours check in fee, and deliver final statement. None received, after two rentals. Will have to call for them.

HEIDI R. 
Rating:
3.0

The side door wouldn't open. So, it was jammed. I think that's why the overhead light stayed on the whole time. Even after I made sure all the doors were closed and locked at the drop off the light wouldn't go off. So, I had to just leave it with the overhead light on probably all night. Side mirror was cracked and a rock had previously hit the front windshield. This is the 1st time I've ever rented and had problems with the condition of the truck. Overall the other rentals were in good shape.

Michelle C. 
Rating:
5.0

Great customer service

Nga P. 
Rating:
3.0

I had a good experience this time. There were some delays in helping customers due to an Internet router needing to be restarted, which sounded like a frequent occurrence. Staff did a good job communicating with waiting customers and offering to let people pay with an app or drop off without checking out. I did a lot of business with this office before I moved. The typical wait for a cashier is 15 minutes. If I were managing this store I would increase staffing to keep wait times below 2-5 minutes. I would also increase the number of trailers systemwide available for one-way moves, I had to borrow a trailer as there were none within 100 miles when I needed one.

Trent W. 
Rating:
5.0

I tried to sign in & pay & set up info online last Sunday & couldn't get online help effectively-- lost over 3 hours of my time/ but local help was great at your big store in Santa Rosa!!

martina H. 
Rating:
5.0

Customer did not leave a comment.

GEORGE C. 
Rating:
5.0

Excellent customer service

jone F. 
Rating:
5.0

This Place is Clean, organized and Managed well. Co-Owner Assisted Us with the Truck Return and getting Us reimbursed for the Tire we Paid to have replaced. Very thorough and Friendly. I Highly recommend this Location.

RICKEY P. 
Rating:
5.0

Alejandro was very courteous and knowledgeable. He had the trailer hooked up and ready to go in a very efficient manner and checked all the lights and brakes before we left.

CURTIS D. 
Rating:
4.0

We had a great experience.

BRIAN C. 
Rating:
5.0

We had a great experience, but one of the managers was not very hospitable to a customer which was not called for while we were there.

BRIAN C. 
Rating:
2.0

Customer did not leave a comment.

COLE L. 
Rating:
4.0

Uhaul was not at the location I had specified for my reservation. My confirmation email told me it would be there then I had to go across town for it. The location and people were nice, my wasted time was not

RONALD B. 
Rating:
2.0

You need staff that cares about their job, and wants to help the customer

JAY D. 
Rating:
5.0

Get more equipment or heavy penalty on people that do not return equipment on time.

Juan H. 
Rating:
4.0

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. 
Rating:
1.0

Customer did not leave a comment.

Christopher H. 
Rating:
4.0

Customer did not leave a comment.

Mark B. 
Rating:
5.0

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. 
Rating:
5.0

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. 
Rating:
5.0

Everything was great!!!

Marisa T. 
Rating:
5.0

Excellent job

Lee S. 
Rating:
1.0

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. 
Rating:
3.0

Good service

TU N. 
Rating:
5.0

Loved the service. The insurance was high for a one time rental. Please check charge about 50% less for that insurance.

ELIZABETH M. 
Rating:
4.0

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. 
Rating:
5.0

I believe the gentleman's name that helped me was Wes. He has helped me many times, and has always been amazing!

ERIC L. 
Rating:
5.0

Customer did not leave a comment.

David B. 
Rating:
1.0

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. 
Rating:
5.0

Customer did not leave a comment.

RAMOND G. 
Rating:
5.0

Customer did not leave a comment.

DART S. 
Rating:
4.0

Customer did not leave a comment.

SUSAN B. 
Rating:
5.0

Customer did not leave a comment.

FRANCISCO E. 
Rating:
1.0

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. 
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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