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Zamiel E | Overall ExperienceSelf Storage Units in Santa Rosa, CA, 95407
U-Haul Moving & Storage of Santa Rosa
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Drive Up Storage
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Storage Customer Reviews
- 4.5 Average Customer Rating
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Verified Customer Reviews
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How U-Haul Reviews WorkCaroline was exceptionally helpful in my move out
Brian C | Overall ExperienceManager jeffwas harassing me and trying to add an excuse add-ons to to my list of fines that I owed I thought he was trying to intimidate me because of the way I looked or because the way I was dressed and that is not right I thought he was being discriminating towards me he was angry towards me because I wrote a complain about him I feel like he was targeting me I don't want that to happen to anybody else so I am I'm just letting you guys know he needs to slow his roll maybe he took his power a position too high that's why I felt like he was trying to intimidate me I'm trying to charge me some bogus charges and you let you guys promised me low rates and I got high rates I didn't get a set quote and I didn't get the customer service I deserve.
ANDY A | Overall ExperienceAll of the employees are courteous and helpful. They went out of their way to inform me of options so that I could make a better decision as to what would suit my needs. I couldn't ask for a kinder and more knowledgeable group of people. They really helped me to make my transition from Ohio a smooth and easy one. Thank you!!
MICHAEL P | Overall ExperienceI pulled a trailer from Columbus OH to Santa Rosa CA. It was an easy and painless transaction. The staff was so helpful and bent over backwards to make things work for me. They took the time to show me storage options and helped make my transition a delightful one.
MICHAEL P | First ImpressionsOnsite 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.
Susie B | Overall ExperienceAdvertised online as 24/7 access with bottom floor units available.
Jeff R | Overall ExperienceHorrible service from staff
unaisi v | Overall ExperienceStaff failed to communicate limited 2nd floor access - no elevator
Brian C | First ImpressionsWorse 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.
TORI W | Overall ExperienceI'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.
David L | Overall ExperienceThat 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.
David L | First ImpressionsI 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.
Jonas T | Overall ExperienceI waited for 20-30 mins just to get a storage unit because the staff left the key to his home.
Gwend E | First ImpressionsI 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.
ALICIA H | First ImpressionsI 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!
KARA S | First ImpressionsI hate seeing uhaul trucks, but great storage locations.
Ashley G | Overall Experience