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

Évaluation :

2

All of the employees are on Meth. They are extremely drugged out and uncomfortable to deal with. The guy who helped me was so high out of his mind that he couldn't point me in the right direction of my truck, claiming that there was no truck in front of it. I searched the lot for 5 minutes until I found the tweaker guy and he said the same thing again. Finally, the 3rd time I confronted him, he realized that there was in fact another truck parked in front of my truck the whole time. I will never order from this location again. Creepy employees. Seemed more like a Crack house then a uhual facility. Feel free to have the general manager reach out, if they even care.

Évaluation :

3

Have more workers at the desk.

Évaluation :

5

More desk help. It's busy.

Évaluation :

1

I returned the rental yesterday and both the lot attendant and lady inside said I was good to go. I checked the app this morning and they never checked the rental in. I called the location and they asked to put me on hold for a second. 45 minutes later on hold and I finally just drove back to the location (still on hold when I arrived). I asked to speak to the manager and was told he was on lunch (at 10am). I'm pretty sure I've never seen any retail/service type business so poorly managed.

Évaluation :

1

The GM at this location was unwilling to assist to get our rental truck; he said comcast was down and do it yourself by your phone or come back in one hour. He was rude and clearly abrasive and unable to handle any kind of customer service issue. His staff also stood here unwilling to help. I did exclaim, so you are unwilling to help us" and still was unwilling; I said we would come back and I asked will it be up at that time; he did not guarantee it; we came back 1,5 hours later and his staff agreed to help us with our phones. I was also calling customer service who was attempting to help me at this point. My friend who would be the driver was at the counter with the General Manager; the GM yelled over, they cannot help you; I wanted to continue on the phone since by this time it was 1 3/4 hours later; we had traveled 100 miles to get there. He rudely stated for me to get off the phone if I wanted his help; I was hesitant to hang up with customer service. I finally did; he said I need to answer direct questions. He was still rude and abrasive Then I find out he is also on the phone waiting for assistance. I said you are not ready to ask questions; he said say one more word and I will hang up and not help you I do not know what I said but he did hang up; it was a difficult process to get customer service and get the right assistance; I did say it it is almost as if I should call 911; he really lost it and told us to get out of his store and he would not serve us. At this point, we were more than two hours later without a truck; we traveled from Campbell, near San Jose, now two + hours of our day was off schedule; I thought this was the only location on Santa Rosa Ave so we really did not know what to do; the person I was with went back in and I guess sweet talked him to get the truck while I waited outside. I can assure you I do not have encounters like this too often; it needs to be addressed. This is your Santa Rosa Location on Santa Rosa Avenue. Please check into this matter; as it was completely unacceptable and hostile. Because of this I will not be able to select UHAUL as my first truck when renting again; I am your customer currently having a UBOX. Thank you. I really would like this matter addressed

Évaluation :

5

Pick up at reserved location…

Évaluation :

5

All went well, no issues.

Évaluation :

5

Merci

Évaluation :

5

I would give U Haul a 10 +++++ and always recommend your company

Évaluation :

5

This store has some major problems which I suspect are no fault of the employees, as is usually the case these days when it comes to customer service. However, there is one girl, unsure if it's the obese one, but she works very hard to make you feel as though you are wasting her time. And this becomes very evident in the first minute of the conversation. Her wish would be for you bring that phone call, one that is bringing Uhaul business, to an end as soon as possible. The manager is a solid guy who probably has his hands full. I noticed that ALL of the Uhauls in Santa Rosa are rated poorly. What is Uhaul doing to rectify that?

Évaluation :

5

Easy peasy. They even helped me recycle my moving boxes. No wait whatsoever.

Évaluation :

5

Near perfect rental experience. Quick in & out with no hassle!

Évaluation :

2

You can provide better client interaction and knowledge of packages with possibilities as training for your front desk representatives. The one lady we interact with talked and responded to questions as a robot would do and presented very low class and unprofessional behavior by making faces to her co-worker because we were questioning why the rental time has already started when have not even sign anything , nor as seen and inspect the truck besides the matter of return time was already ticking too. You need a better camera system to see the parking lot from front desk so they don't send us out there to find a truck that is blocked behind another one ! Also have enough staff on the weekends to assist with unblocking the trucks way . A client shouldn't walk back and forth all over the parking lot to find a truck then again report it is blocked and then again walk all over the place to find someone to unblock the way . Where your front desk receptionists sit there and tell people go find someone out there ! That is absolutely unprofessional and you shouldn't place people in positions where they don't want to talk and have such sad and upset faced for simple interactions . You expect people pay for everything and beyond and as much you generate revenue in that location of Santa Rosa , BUT , you offer one of the poorest customer service in store , not being organized, not enough staff coverage , long holds on the phone , and more ! 3601 Santa Rosa ave needs a complete upgrade in all aspects of the business .

Évaluation :

3

They have called everyday asking when I plan to return the truck. I returned it going on three days ago.

Évaluation :

1

The girl at the front counter had a really bad attitude and seemed annoyed by everything. I wasn't able to do an inspection because the link they send via text had expired by the time I was handed the keys. When I went inside to complain the same girl told me it was fine and to leave because i was wasting her time. The truck was in very poor condition. The doors wouldn't close all the way so i drove the whole way with a loud sound coming in through the cracks in the seems. The inside of the truck was dirty aswell.

Évaluation :

5

Everything went as smoothly as one could expect.

Évaluation :

1

We were given 3 different trucks because they all had problems, the location was disorganized, couldn't find keys for trucks, and didn't understand their own system for buying insurance. Their lack of competence and horrible self check in system made us late by hours, which set our whole move back. The truck we ended up with had serious traction problems that we had to report to insurance and continue a long trip on, which was dangerous and stressful. Everything seemed like a scam to just pass on problems and charges to us, and those problems and charges were probably passed on to the next person who rented the truck since it doesn't seem like any of these trucks are ever properly serviced.

Évaluation :

4

Trucks really dirty exterior but in their defense understaffed

Évaluation :

5

Just wanted to say that Don was extremely helpful, professional and friendly.

Évaluation :

1

Santa Rosa UHaul location was completely disorganized and not helpful. Additional, I have been charged $122 more than the agreed upon price. I will not be using U-Haul ever again.

Évaluation :

4

There was no way to be sure that the trailer was checked in. Truck had a key that was left in door, but no way to flag the trailer that it, too was returned. I think a flag or SOMEthing should have been put on it to let workers know it was a new return.

Évaluation :

5

The gentleman that helped us was awesome. Car broke down and we were stuck 400 miles from home. Could not find a rental car but a U-haul box van was available! Explaining the situation he took it a step further and said he could find us a trailer nearby to tow our car home too. Went above and beyond, and probably saved us over $1k what it would have cost for the tow.

Évaluation :

5

No complaints whatsoever. Happy with service.

Évaluation :

2

The equipment was well maintained and easy to return. The over the counter experience to hire was shitty, served by someone called Don Sheldon, his customer service is much to be desired. He was mored concerned about a video he was watching on the phone than to complete the transaction seamlessly with me. He made 2 mistakes which I picked up otherwise I would have been unnecessarily overcharged. When I called it out, he just shrugged as if it weren't too big a deal. I don't know how you do customer service uHaul, but that right there is just not on.

Évaluation :

3

The young woman at the service desk (long blue painted nails) was giving minimal explanations to my questions, did not raise her voice or ask if I had additional questions when I told her my hearing was impaired. She continued to speak like she had done the check-in a million times, not even paying attention to see if I got it all. She highlighted all the important areas on the invoice, but failed to explain what I needed to do to get the rental and where to look on the vehicle to match it up with the invoice. She also said the service warning message on the dash was not the responsibility of the shop, so I drove it full of boxes, etc. with a tire pressure message ON the whole day. Fortunately, the young man in the yard was VERY helpful, as well as the young man who checked me back in at the end of the day.

Évaluation :

2

The truck had less gas than listed. The agent said she would adjust it and never did - so I was charged. She marked my paper contract which I showed at the drop off location - still charged.

Évaluation :

2

This site was short staffed and it was super obvious. The trailer I rented was old, and one tire was worn out. I made them replace it and the other tire on the same axel due to the tires not matching. Staff knew what they were doing and did a good job. But a rental site this big needs more staff.

Évaluation :

5

Vehicle was modern and well maintained. I felt safe driving it. My previous experiences with uhaul vehicles were not as good. Thanks. Staff did the best they could with many customers arriving at once. Efficient and nice. Thanks.

Évaluation :

3

The manager/ owner was disrespectful and out right rude! Will never be using this facility again. Please follow through with him.

Évaluation :

3

Aggressively impatient and defensive employee.

Évaluation :

2

Under staffed, below average customer service, needs better qualified worker and poor computer/communication systems.

Évaluation :

3

I asked to have the return time changed to 3-4 pm, instead of 9am. If I was to be charged $40 for a $20 truck for the extra day, why was I not charged at that point?, like the rest of the bill! When you walk in the door at this facility there is so much taking up the center of the room you cannot see the front desk and I got the impression the one person working the desk was hiding, as they were eating. I don't agree with the extra day charge!

Évaluation :

1

I showed up on a Sunday afternoon and it was clear that there were staffing issues at this location. Multiple staff were leaving (and it's their right to as their shift is over). Wait time was about 20 minutes or customer so a line 3 people deep took an hour to process. I was overcharged by $10 but didn't care as it was already 60 minutes in on a 10 minute transaction.

Évaluation :

3

Poque cobran demás yorrente una camioneta por 6 días y mecobraron 10 días el elequipo es eselente pero el serbisio es pésimo

Évaluation :

1

My reserved truck was given away, I was forced to take a CARGO VAN instead AND was charged extra money. Customer service over the phone was decent, but in store the associate was rude and extremely unhelpful. I usually leave good reviews for companies that do these, but my experience was SO AWFUL in an already stressful enough life event. I'm a single mom with four small kids and the hardship put on them and me this weekend was beyond unacceptable.

Évaluation :

5

My family and I have been using this location for years ,everyone is amazing and so helpful ! They all need raises . Beatriz

Évaluation :

5

Keep the same stellar staff in place that helped me, like Don the GM who got me reserved and set up, and informed me of the important fuel and insurance info. The lady who assisted with upgrading to a two day rental was friendly and efficient; snd Gigi was a super help at equipment check in. My compliments to your entire staff. I received A+++++ Service!

Évaluation :

5

Prompt friendly service and clean, well maintained trailer.

Évaluation :

5

The scheduling system completely failed here. I was supposed to get a 6x12 and it was confirmed and the site didn't have it. I had to accept a 5x8 alternative and due to the timing of the change, needed to accept something. The $50 credit quite frankly wasn't enough to cover my loss of having to now make another trip. Fix your system!

Évaluation :

5

Keep up the good work

Évaluation :

2

Have the right equipment on hand, ready to release, with staff available to assist more quickly.

Évaluation :

5

Nothing @ this time, improving on renting and returning.

Évaluation :

1

They gave me an appointment to put a hitch in my car. I drove an hour to this location. The first time they told me they couldn't do it. They gave me a new appointment at 8:30 AM. As I was checking in and asking questions the gentleman in the counter said I was not a priority, spoke to me in a patronizing way, said to leave the car and they would call me when the car would be ready. They never did. So I went back before closing time and they rushed the car at the end. I drove out of there at 7 PM. Not only they did not follow appointment on time, the treatment as a customer was reprochable and undignified. I could say much more, as I was overcharged for things I did not need.

Évaluation :

3

Horrible phone customer service and payment processing.

Évaluation :

5

No improvement necessary excellent service

Évaluation :

1

Reservation was made a week in advance to pick up enroute to Sonoma from San Francisco. Lack of availability caused my trip to be changed. The young girls working at Uhaul were dumb as rocks and couldn't figure out what changes had been made to my reservation. The kid who was supposed to be helping with the trailer hitching was having a nap in a Uhaul truck. Everyone seemed like they were high or in an alternate reality. The trailer assigned wasn't even onsite. It was a waste of an hour of my life as well as my girlfriends. Please check in on this location.

Évaluation :

2

they need more staff. waiting time was way too long

Évaluation :

3

Don't accuse the customer of losing a key when it was dropped off on time in the designated “Keys Only” Dropbox.

Évaluation :

4

Have the 24/7 reservation not expire the day to be picked up.

Évaluation :

5

Maybe install phone holders on all van, pickup trucks & cargo van. Merci.

Évaluation :

4

Instead of check out time for returns., make return time before closing at 5:00pm..

Évaluation :

4

I'm generally happy with the experience. However, I was chagrined to discover that my rental was blocked in by another vehicle for which the keys were lost. It took me half an hour to get on my way. I even had to defend against a second vehicle being parked by staff that would have double-blocked me. I feel I am owed some compensation for throwing my schedule off.

Évaluation :

5

Both front tires were heavily worn and unsafe to drive on. I can only imagine what other maintenance on this vehicle was neglected!

Évaluation :

4

On the description of the rental equipment give relevant measurements. I needed a take that would hold a item that was a little over 5 feet (5 ft 3 in) so I rented a 6x2 trailer only to find out the rear owning is only 5 ft. I drove 90 miles round trip for nothing.

Évaluation :

2

The equipment wasn't clean and still got charged 25 dollars for cleaning 😡

Évaluation :

5

Not sure if I would recommend U-Haul. Had a terrible experience with one of your customer service people named Heidi. She was extremely rude, unhelpful and unprofessional. She hung up on me the first time when I called back and asked to speak to a supervisor or manager or even a colleague she told me no one was available and transferred me to your 800 number. I was on hold for over an hour. Called the next morning and spoke to a very nice person by the name of Ashley and she was very nice and helpful.

Évaluation :

3

All good!

Évaluation :

4

More maintenance.

Évaluation :

4

The cabinet in truck was ripped off. The bag of hanging blankets- we didn't ask for and the metal holder for dolly got in the way of moving things in the truck

Évaluation :

5

Minor issue, app directions were not always aligned. Location in lot description at pickup was different but still easy to find. At drop off it said to put keys in lock box but needed to put keys in drop off

Évaluation :

2

I think the people should be better trained to help customers.

Évaluation :

1

I got charged more then what i have to pay.

Évaluation :

3

Need more staff, too much time to get equipment.

Évaluation :

5

Customer service was great, very friendly and helpful. Really enjoyed talking with service writer. Great guy!

Évaluation :

5

Great service, equipment and personnel

Évaluation :

3

This location appears to be short staffed every time I go there. Most employees are nice but it's very frustrating not knowing how quickly I will be able to get in and out.

Évaluation :

5

My stuff arrived covered in dust and a lot of it was really banged up despite being carefully packed. On the receiving end there were multiple issues with U-box delivery, that cost hours of moving time ... they were eventually resolved, and on the receiving end the service was excellent but our items were really trashed in transit. It was a lot of money and I would not use Uboxes again, or recommend them.

Évaluation :

2

It 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!

Évaluation :

5

Tia 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.

Évaluation :

2

I 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

Évaluation :

1

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 fees

Évaluation :

1

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.

Évaluation :

5

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

Évaluation :

2

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.

Évaluation :

1

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.

Évaluation :

1

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.

Évaluation :

5

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

Évaluation :

1

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.

Évaluation :

1

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.

Évaluation :

4

The storage unit is on the second floor and one has to carry items up steep stairs, but the units were clean.

Évaluation :

1

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.

Évaluation :

5

Happy 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!!

Évaluation :

5

Affordable, 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.

Évaluation :

4

It 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.

Évaluation :

1

The 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

Évaluation :

5

Our 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!

Évaluation :

5

drivers were great - polite and courteous. I was happy with the whole process.

Évaluation :

5

Customer service provide by Eva at all stages of the U-Box pickup process was excellent.

Évaluation :

1

The 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

Évaluation :

1

Staffing 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!!!!

Évaluation :

2

Charged 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.

Évaluation :

5

The 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

Évaluation :

4

S.O.

Évaluation :

3

Its 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

Évaluation :

4

Vacated one u-box. staff was helpful even with the chaos of the fire in the storage units. Still have one remaining u-box.

Évaluation :

1

UBOX 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.

Évaluation :

2

manager 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

Évaluation :

5

Great experience with my uboxes. Eva was very skilled at dropping them exactly where I wanted them. Merci.

Évaluation :

5

My u-box rep was a pleasure to work with. Super helpful and a great attitude.