fast and easy
JOSE VCustomer Reviews for U-Haul Moving & Storage of Santa Rosa
Testimonials From Recent Customers
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Was fast and easy and everyone was helpful from pick up to drop off return!!!
SAMANTHA FQuick an easy! All went perfectly.
KRISTEN NFriendly customer
BENJAMIN GRented equipment not available. Employees were not concerned with finding proper equipment. U haul help line was very helpful but entire process was a huge hassle
MICHAEL KKeep doing what you're doing. Quick, friendly service, lots of inventory to choose from. Thanks for the great experience.
ANTONIO VThe best customer service, all reps were kind and helpful.
Kayla FI didn't know that you have trailers that are set up to haul motorcycles. You should advertise them
CHARLES JI'm thankful U-Haul has been holding my FIVE containers as I have been in a shelter and in the hospital with emergency surgeries as a senior citizen . Four containers from Chandler AZ, and one a year later, from Mill Valley CA. I have a new phone number: 760-622-8642 Mailing address is still 775 East Blithedale Ave #279-Mill Valley 94941 Cindi Ewert
Cindi ENo complaints, easy check easier drop off.
MICHAEL DThe employees were rude, on there phone on TikTok, seemed bothered when we came back to return truck, no one was outside came inside and was told go outside. When we came to rent a storage unit the girl was screaming across the counter to someone on speaker phone while talking to us too.
MELANIE RGreat ride... EXCELLENT SERVICE...these people are TOP SHELF!
THOMAS OBe sure the gas tank is appropriately filled to 1/4 tank as requested.
Nicole MGracias
MICHAEL TThumbs up, 10 Stars...Not one complaint
Patrick GAlways a great experience. Not sure how you hire people in so many places across the country that really care but it's pretty awesome doing business with you guys!
BARRY JGreat experience with pickup. Angel at the SR location was super nice and explained everything well. Truck worked fine at first but then had transmission problems. We were able to get back to our home to drop off our load but then the truck would not reverse. The roadside assistance people (also very nice) knew the problem as soon as I described it. Apparently it is pretty common with the model of truck I rented. Why are you renting trucks with known issues to people? Again, all of the people I worked with were fantastic.
BENJAMIN HVery quick and easy process
ROBERT BRinse and/or sanitation of the truck cabins to remove cleaning product odor. Inhalation hazard, minor effect of driver impairment. Insure customer has completed in-app drop off process prior to staff taking possession of vehicle. Old school working with new school (online/app). Difficult at night and closing during winter hours. Third-party locations not having in-app advertised rental supplies.
MATTHEW MThis is the best moving system ever. Smooth, flawless, easy, fast. I would recommend to others something we did: place a tracking device in so you can see where you box is. and put your own locks on it [nobody checked if it is was locked or suggested that.
EMMANUEL STruck needed to have a decent amount of fuel at least a half a tank, and the arm, breasts, etc. should be clean and just overall sanitary looking inside. This truck was dirty. The equipment itself ran perfectly, and I'm very impressed with the truck, but more importantly, the staff at the counter inside the building better than the dealerships in the area, which are horrible to work with that corporate store is tiptop.
JACK SExcellent customer service at the check-out counter. He was helpful, efficient, and friendly.
ANDREW WThe people here are always so nice and helpful. Even though there are locations that are closer to us, we always go back because we can count on the staff.
Sylvia SJeff made everything very easy and fast
SACRAMENTO GThe truck came with a damage on the top corner, a place that's difficult to identify and I got charged USD 172. Very sad about that.
Julio Sexcellent staff, positive friendly
STEPHEN SI've been there a few times renting a trailer. I had the privilege of working with the same yard man. He is efficient and experienced Get's you in and out very quickly. Give this man a raise. Don't loose him.
ARTHUR TNot enough space to park personal vehicles. Customer service just okay.
Tamara SEasy
WILLIAM SOur rep was super friendly and had great customer service! He made sure we got through the pick up process easy and fast.
ERICA DNada
JOHN BHurley in Santa Rosa was amazing as we inquired about the U-box about another trip.
JEFFREY SStaff was helpful and kind. We are going back. This is our Uhaul place!
CARMEN BJust continue doing what you're doing by keeping it serviced and clean. Thank you!!!
Theodore BCharge me $47 in fuel costs. Prior to leaving the yard I proved that the location of the fuel gauge reading in the truck was lower than what the paper work I received indicated. I fueled the truck accordingly before returning the truck. The person checking the truck in asked if I wanted to go and fuel the truck or I would be charged $47.00. I said that I had fueled it and was still charged $47 dollars. I called twice and was told that Jeff was looking into the problem. Jeff was the first person I spoke with before leaving the yard with the truck. Its been 6 days and was just given a credit for only $40.87..??
Susan LThe staff was awesome, no improvement needed.
RICHARD LThe truck was on empty and the paperwork said it was 3/4 full? Spent extra money just to get thru the move. My daughter did fill it where she thought the mark was and was 2 gallons shy? He didn't charge us for that since it was empty when she got it. I paid fir the truck fir her move.
GABRIELA SFast and courteous service. Thoughtful employees.
JAMES WGreat staff very helpful.
GARY KEmployees were super helpful when we needed to fix the wiring on our truck as one of the lights was not working. On broader Uhaul piece of feedback is it would be great if there were a front wheel or stand on the little trailers so that you can take the trailer of the hitch while it is loaded more easily. It pretty hard to take a fully loaded trailer off the hitch.
JONATHAN HI was in and out quickly! Got all the moving done!
RANDON KI wanted a truck at a different, more convenient location but twice was told the truck I wanted was unavailable. Besides needing to reschedule, I spent more money on mileage than I wanted.
LINDA FThe agent was very helpful threw the process
Donald CThe man who helped me this morning had a horrible attitude and very unprofessional. Walked out side and my truck was blocked in buy other trucks. I was gave a attitude from another employee asked to move the truck. My truck was dirty, inside and out. Poor customer service and poor equipment shape at this location.
BRUCE WInsurance coverage was not optional, as the interface on the website, and in the store did not allow the option to be deselected. In addition, it went up from $16 to $20 for no apparent reason. SB-478 violation. Has been reported to Cal DOJ.
SCOTT SEveryone there was very helpful and friendly
Alan SEverything was top notch. I like the location as well.
MICHAEL SYou guys are fantastic keep up the good work!
Caitlyn CThe staff in the store was fantastic. Jeff is an employee that every organization wants. He's efficient, organized, and extremely competent. The women who was behind the counter the last two times I rented was not present, surprise ~ the place was 100% better. I was happy with the experience.
MARY BI think you guys did a stellar job. Thanks.
ROBERT CSame as above
Brandi RAdvertised 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 ExperienceIt took forever to get into my unit. First i was given a unit that was occupied. Then they couldn't find any keys to ones that they said were empty. The waiting made me late to return my truck- i had to take to another location. Then when i came back the parking lot was blocked so i had to wait for some one to move vehicles- again cutting into my time. Then on move out the doors were locked and I couldn't get in to my unit. I had to wait AGAIN for staff to find a key to open the door for me to get in. They were rude and didn't say anything as they were walking back and forth trying to figure out what to do. I am glad my stuff is out and I do not have to return. The upside was the first month was free! So thank you for that!
Crystal S | Overall ExperienceTia was an amazing help! She went above and beyond to help us with an otherwise very stressful move. She made sure we were taken care of and with a smile! Your company needs more employees like her who really have the customer in mind! Thank you Tia for a pleasant customer service experience! She a breath of fresh air. Uhaul should be proud to have her for an employee.
Michelle E | First ImpressionsI had trouble paying my bill so it's likely my fault mostly, but I did not feel like the customer service was focused on the storage end of the business at all...I think if u haul.wants to do the storage side as well as the moving truck rental they need to put a bit more emphasis on training the employees and being clear
SARAH P | Overall ExperienceI 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 fees
Mauricio R | Overall ExperienceTerrible 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 ExperienceThe guy that helped me just transferred from up north and he was awesome
justin s | First ImpressionsUhaul 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 ExperienceThe 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 ExperienceThe 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 ExperienceDon't be sad, I haven't gone anywhere.
phlip p | Overall ExperienceThe 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 Experience15+ 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 ExperienceThe storage unit is on the second floor and one has to carry items up steep stairs, but the units were clean.
Frank G | First ImpressionsLost 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 ImpressionsHappy 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 ExperienceAffordable, 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 ExperienceIt 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 ExperienceThe 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.com
NATHAN S | Overall ExperienceOur 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 Experiencedrivers were great - polite and courteous. I was happy with the whole process.
marc b | Overall ExperienceCustomer service provide by Eva at all stages of the U-Box pickup process was excellent.
JOEL M | Overall ExperienceThe 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 luck
Jule F | Overall ExperienceStaffing almost nonexistent. Manager has to be the rudest one of the entire staff not helpful at all in assisting us with problems resulting from the fire on July 3,2018!! Calls ignored!!!!
GWEN R | Overall ExperienceCharged me for services I never received. Late pickup of ubox due to severe staff shortage. Failed to close my account causing bogus rent charge. Still haven't been refunded.
Eric M | Overall ExperienceThe employees were super friendly and helpful. However, no employee in both uhaul locations I worked with have no idea how the UBoxes work. Corporate needs to take time to actually train their workers
Nicole E | Overall ExperienceN/C
Christophe Z | Overall ExperienceIts nearly impossible to get a hold of the actual location. Im always directed to Arizona. Recieving information in regards to the fire and steps is impossible julie is great. Tom i cant get a hold of
JEREMIAH T | Overall ExperienceVacated one u-box. staff was helpful even with the chaos of the fire in the storage units. Still have one remaining u-box.
Gary P | Overall ExperienceUBOX is the most unorganized, poorly run and terrible U-Haul division. There's so much wrong that there's not enough space here to give feedback. Call medirectly or give a better format to respond.
Alexander H | Overall Experiencemanager was checking into a billing error and said he would get back to me. So far hasn't and he went on vacation. Facility had a fire from a candle being used in building causing damage to my propert
TOM M | Overall ExperienceGreat experience with my uboxes. Eva was very skilled at dropping them exactly where I wanted them. ¡Gracias!
Melissa S | Overall ExperienceMy u-box rep was a pleasure to work with. Super helpful and a great attitude.
Matthew L | Overall ExperienceMy u box was full of mold, mouse poop, and missing items. The staff was rude and unapologetic. I will never utilize a u haul facility again. My original complaint was 5 days ago with no response.
Megan W | Overall Experience