Need to work on customer service. Hire more motivated employees. My truck smelled like weed pretty bad.Arlando Y.
Customer Reviews for U-Haul Moving & Storage of Santa Rosa
Santa Rosa, CA 95407
(1/4 mile north of Todd Road)
Servicios en esta ubicación:
Horarios de la ubicación
- Lun. - jue.: 7 a. m. - 7 p. m.
- Vie.: 7 a. m. - 8 p. m.
- Sáb.: 7 a. m. - 7 p. m.
- Dom.: 7 a. m. - 5 p. m.
- 11/25/2021: 7:00 a. m. - 3:00 p. m.
- Inspección gratuita del remolque
- Pago del propano en la bomba
- Devolución del cliente 24 horas
Testimonials From Recent Customers
Los comentarios de los clientes son muy importantes para nosotros. Utilizamos estos comentarios para guiar nuestros esfuerzos y mejorar nuestro servicio. Todo lo que sigue es directo de nuestros clientes, sin ningún tipo de filtro o edición por nuestra parte.
El cliente no dejó un comentario.Anthony S.
I reserved my trailer a month in advance. I was coming to California from Oregon and at the very last minute my trailer in San Francisco was now unavailable. I had to rush to Santa Rosa, 120 extra miles out of my way, to pick up a different one. They had absolutely no sympathy for putting me in that situation. Customer service was horrible!!! Cost is an extra day and due to the delay it poured 6 hours of our 8 hour trip back to Oregon. They offered me a measly $50 discount ðŸ˜¡ðŸ¤¬ðŸ˜¡ðŸ¤¬ðŸ˜¡ðŸ¤¬Jennifer O.
Didn't have vehicle I reservedJim L.
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 feesMauricio R. | Overall Experience
El cliente no dejó un comentario.Brian S.
El cliente no dejó un comentario.David P.
El cliente no dejó un comentario.RACHAEL A.
Everything was greatLinda F.
El cliente no dejó un comentario.Anna N.
Great staff.SKY B.
El cliente no dejó un comentario.GEOVANI C.
The drop off area was full with moving vans. It wasn't clear that I could drop off my trailer to the right. Once I figured this out, Willie was helpful and the drop off was easyThomas P.
Customer service was superfluous when I picked up, the truck was extremely abused, transmission was not working properly which caused me to use a lot more gas, customer service at return was typical mediocre customer service I'm used to in this area, good enoughâ€¦CHEYENNE S.
El cliente no dejó un comentario.ANDREW G.
My 10" truck smelled like beer and had spilled beer all over that I couldn't even place my mattress down. I felt so upset that I didn't even want to pay for that.Luis L.
La camioneta ðŸš› que me dieron fue un poco difÃcil de manejar ya que el volante tiene mucho juego, nose si necesita alineamiento pero no fue una agrÃ¡dele espero envÃa ya q cuando conducÃa en el freeway ðŸ›£ se movÃa mucho para los ladosFRANCISCO P.
Clean the inside of the windshieldJERRY A.
Cab had food and litter in it. Truck wasn't cleaned. Engine light came on, around the first 100 miles. Had to stopped in San Rafael CA. U-Haul. To check, nothing serious.Thomas R.
El cliente no dejó un comentario.Stacey F.
U haul swapped pick up location on us with no notificationLINDA C.
I ordered a hitch online and paid 322 dollars for it. When I got to my appointment in Santa Rosa, after driving two hours to that location, they did not have the part. They refused to give me a full refund, shorting me about 70 dollars from the recipt that I had in person. They told me I would have to take it up with corporate. I have taken it up with corporate. They say I have to go back to Santa Rosa for my refund. There is supposedly someone looking into it via email but I haven't heard anything. I've spent hours on the phone. I've spent hours driving. I paid 322 dollars for a giant headache and waste of my time, and I still have more time to waste if I want to get my money back. This service was horrible all around in every area, from customer service in Santa Rosa to corporate phone calls. I'm hoping someone will help me make it right, but the amount of personal time and energy required to get my money back seems futile and daunting. This is criminal. Really awful experience.Kelly M.
Not a thingSTEVEN H.
El cliente no dejó un comentario.Bret F.
Hire friendlier peopleCindy T.
El cliente no dejó un comentario.JAMIE S.
Good customer service!!CLAIREMARIE F.
Need a little more help lot of people coming to that location so they're kind of slammed but excellent service! Who would of covid.Ronald B.
I have to cancel because the counter was closeAHMED A.
I would really apricate receiving a call from customer service. Renting this uhaul was extremely difficult. I was treated horribly at two different locations. The truck I finally picked up was not ready with the requested dollys. I still have not received a credit for the dollys. There was barely any gas in the truck. It took me 4.5 hours to pick up the truck only to be treated horribly.karen C.
El cliente no dejó un comentario.ALAN M.
El cliente no dejó un comentario.THERESA M.
Customer service was excellent and service was provide when I most need it . Will surely recommend to a friend this location .Setoki B.
Keep it up!Joshua O.
El cliente no dejó un comentario.Theodore B.
I did NO DAMAGE to motorcycle trailer. Have photos to prove it. Thanks for renting.STEPHEN H.
Truck was filthy rental fees and location really screwed me won't EVER rent from uhaup againGeorgene D.
My trailer after leaving was a hazard. It swayed too much after leaving home 45 minutes out for a 250 mile haul. I had to reduce my speed to below 45 mph and it took me nearly 5 1/2 hours to get to my summer home. We were only hauling a 498lb box of solar equipment. The next day I called your road side assistance center upon recommendation of the Santa Rosa facility to remedy the situation. they referred me to roads side assistance where I had to be on hold for 1 1/2 hours. When I got on que, your company hung up on me before I could talk to a "real person." So much for your AI crap! I called again and I did get to talk with a lady and she referred me to a district manager to report the situation and see if I could just leave the trailer in Redding. I talked with this individual and he said quote un quote that did I believe that I had a bent axle? I said I'm not sure but that my trailer did not behave properly and that I wanted to leave the trailer in Redding because I didn't feel safe driving another 250 miles back home on Sunday night. He became beligeret with me and said that the lady that I had talked with previously on the phone did not file a report. He said that I would have to call road side assitance yet again to make a new report before he would consider my situation. I became very pissed at that point not only for his millenial attitude but also for the incompetence of your service. The person I talked to hung up on me! I immediately drove to a similar facility in Redding and talked with the manager there and explained the same series of events and asked if I could just leave thee trailer there. He said NO and that if I did I would be charged double! He said he would inspect the trailer for problems. When I went out there to see what he was doing he and two other employees were joking and laughing about my situation and said that, quote un quote, " here is another customer just trying to pull one on us and leave the trailer here without honoring his contract and taking the trailer back home. When he noticed that I was behind him he quickly changed his tune and did some wrenching on some bolts on the hitch of the trailer and commented then that it appeared to be a NEW tongue hitch installed and that a critical bolt was not tightened properly and that it was a reason for my slow travel. I purchased some propane while I was there and went on my way. On Sunday drove home with the trailer back to Santa Rosa. The trailer still swayed and I was reduced to 45mph.. very very discouraging. When I got to the Santa Rosa facility I attempted to remove the trailer from the hitch of my vehicle and the stupid hitch would not release! I consequently called U-Haul for road side assistance and they said they had NOBODY to help! I consequently had to call y wife to bring tools to help release the trailer from my vehicle! First of all I would like to say that I have been a loyal customer for many years on many occasions. I am also a physician and a rancher very skilled using trailers equipment and trailer hitches. I have lost confidence in your company after this experience and would not consider using your services again and if I were a mean person I would have reported your company and the store on Santa Rosa avenue for sending out a trailer that was unsafe while I was transporting $30,000.00 worth of solar parts and equipment, especially since there was NO contents insurance offered to me! I believe that your company endangered my cargo and possibly my life had I not been an experienced driver especially with hauling equipment and trailers. The ineptness of your ancillary care really sucks! It reminds me of managed health care! What would you do if a young wife with young kids or infants were stranded by the side of the road under extreme weather conditions and had to first wait 1-2 hours for someone to speak with to make a report of faulty equipment they rented from your company and then had to wait another 3-4 hours for possible roadside assistance! I' sorry but it is VERY UNACCEPTABLE! I am now hesitant to use your services again in the future and would most likely go to a competitor. I feel wronged and violated and I feel that your company's policies with there employes makes them insensitive. You need to change your procedures or eventually someone will die and your company may eventually go away unless you change your company's premise. I don't think that you will respond to this letter from me but hopefully it will make some sense from someone looking into your business from outside of the box,MICHAEL R.
El cliente no dejó un comentario.RATU C.
First reservation was for location in San Rafael which tried to rent us a truck without a passenger seat belt, saying we could use the middle seatâ€¦ for a drive from Northern California to NYC. Had to uber ($70+) to Santa Rosa to get the truck we did get which ran terribly; needed an oil change, was out of alignment, and kept generating â€˜maintenance needed' warnings. Very, VERY bad experience. I will say the staff at the Santa Rosa office was great though, but the first location staff was awful and the experience with the one way truck was awful. I will probably be using Penske or Budget next time unless U-Haul can make it right.Timothy C.
The below location was not able to provide us with any truck on time on 2nd Oct. We had to travel 30 more miles immediately to get another truck Pick Up Location: Sonoma Valley Fruit Basket #2 18460 Hwy 12 Sonoma, CA 95476SOWMYA M.
The truck wasn't ready at the location I reserved it for so I had to pick it up 30 minutes later than planned at a different location further away from me. Ruined my move I was on a tight timelineWyatt P.
El cliente no dejó un comentario.Jared W.
Dropping off in Oakhurst CA was a nightmare. The first cushy service rep was horrible!!!! Should be fired. She hung up on me and expected me to walk up a dark hill at night to find the name of company that she already knew. She was the worst and hung up on me !! Horrible! The next woman was very helpful and worked out the problem with respect and good customer service.Richard G.
Customer service. Efficient but less than pleasant. Colder than warmer...Stephen F.
Great service and friendly staff ðŸ‘ðŸ»Manuel P.
El cliente no dejó un comentario.Eric S.
Nothing that I can thing of...John D.
Stop giving out trucks with less than a quarter of a tank at pickup time, so that you immediately need to gas up and have to estimate how much gas you need. Don't give out trucks with an engine light warning at pickup time. My truck had an engine light warning and a â€œcheck gas capâ€ warning, both which never went off. I didn't have a breakdown, but when I asked about it, I was told that it probably wasn't a real problem and if I had a problem, to call road service.Rick G.
keep up the good work you are doingThomas N.
The original location on W. College in Santa Rosa did not have the truck we ordered and this was a secondary location. This was not acceptable. Whats the point of a reservation if the equipment isnt available?Dana J.
El cliente no dejó un comentario.martin W.
Check engine light came on multiple times then resulted in loss of power and truck would not exceed 30mph, acceleration was slow and very dangerous for driving even in backroads luckily I limped it into the uhaul parking lot but I shouldn't have to worry about loss of power specially if I had to drive it on the freeway. Called in the morning to notify about the check engine light and was told to just keep driving it if the drivability wasn't affected but it was.Jose V.
El cliente no dejó un comentario.Nathan A.
El cliente no dejó un comentario.Ronald J.
Make sure equipment is clean before other costumers pick up.PEDRO L.
Great customer service.Johannes H.
The rates are ridiculously expensive out of california for a trailer.KATHLEEN F.
I spoke to many people at many locations. ALL were very helpful. Thanks again.SIMON E.
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.
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.
El cliente no dejó un comentario.Dennis S.
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.
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.
El cliente no dejó un comentario.DONALD M.
El cliente no dejó un comentario.PAUL B.
Bad fuckin customer serviceSALVADOR A.
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 finallyDeanna S.
El cliente no dejó un comentario.ROBERT G.
El cliente no dejó un comentario.Mingkai C.
auto transport trailers are the best towing ones I have used.CARLYSLE H.
El cliente no dejó un comentario.ANDREA F.
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.
El cliente no dejó un comentario.Esta H.
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.
El cliente no dejó un comentario.Efrem Z.
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 againANNETTE G.
El cliente no dejó un comentario.Roger D.
People were awesome. Van was dirty on the out side ... Not the end of the world.Jake R.
Don and his crew gave superior service, and they was thorough, helpful, friendly and patient with me.ALTHEA B.
El cliente no dejó un comentario.Sean O.
El cliente no dejó un comentario.Ethan H.
I was treated very well.lonita D.
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
El cliente no dejó un comentario.Adam K.
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.
El cliente no dejó un comentario.ANGELA F.
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.
Customer service is really badBRIANA C.
The wait times are often too long. Too few rental agents?Peter R.
El cliente no dejó un comentario.James P.
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.
Have the extension wire for the trailer lights attached or more readily available when a customer is picking up the trailer.Kenneth S.
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.
Service was impeccable, Brendon made sure I was safe and ready to goJAN W.
El cliente no dejó un comentario.GREG D.
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.
El cliente no dejó un comentario.NANCY M.
El cliente no dejó un comentario.ORIEL O.
The guy that helped me just transferred from up north and he was awesomejustin s. | First Impressions
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
El cliente no dejó un comentario.Margarita Q. | Overall Experience
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
El cliente no dejó un comentario.Lee Z. | First Impressions
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
El cliente no dejó un comentario.Albert C. | Overall Experience
Don't be sad, I haven't gone anywhere.phlip p. | Overall Experience
El cliente no dejó un comentario.Albert C. | 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
Servicios adicionales en esta ubicación
¡Tenemos la mayor selección de camiones nuevos!
¡Se puede obtener nuestros remolque utilitarios y de carga desde $14.95!
¡Tenemos la mayor cobertura en América del Norte!
¡Enviamos de un lado al otro de la ciudad o del mundo!
¡Venedemos cientos de productos para que las mudanzas sean más simples!
¡U-Haul es el instalador de enganches N.° 1 de América del Norte!
Propane service delivered straight to your door!