Had a tow hitch installed and the process was super easy. Everyone was professional and accommodating. Highly recommend you call the day before or morning of to confirm they have your hitch in stock before you show up. Sounds like sometimes the hitch hasn't arrived in time for the appointment. read more

I rented a cargo van for the day from the Santa Rosa U-Haul location a few weeks ago. The staff were friendly and professional, and the vehicle itself was great. Unfortunately, though, when I got the receipt the next day, I had been charged for having driven over two hundred miles when I fact drove only less than a dozen. I tried to resolve it with the staff right away, of course, but they not only said they would not provide the basis for their erroneous reading (e.g., the outgoing and incoming mileage they recorded along with the incoming and outgoing mileage of the rentals just before and after mine) - they placed the blame solely on me for not having used their link/app upon vehicle pickup. (The link/app was explained to me upon pickup as a non-mandatory tool to document the condition of the vehicle, not the mileage.) And, because things went so smoothly upon pickup, I did not think it necessary to take my own photos of the odometer upon pickup and return. It took me several hours of work after getting grossly overcharged to provide my fuel receipts, my itinerary, and detailed descriptions of the day - and working with the U-Haul site, the main customer service folks, and finally the regional marketing manager to finally get the refund due me. I had to repeatedly explain to U-Haul what actions I would take - and why it would cost them more than the small face value of the refund due - if they continued to refuse to correct the bill. I even calculated the correct amount of the bill based on their rates and policies for them and repeatedly stressed that I was happy to pay them the full amount per their published rates and policies. I was finally successful, but it was not easy. This U-Haul was a great value in that they do have low daily rates if you don't drive far with your rental - but if you do choose to rent from here, do not do so without (1) using their link/app to fully document the condition and mileage of your vehicle upon pickup and return and (2) taking your own day/time-stamped photos and/or screenshots to independently document vehicle condition, mileage, and/or anything else that may influence your final bill. This experience was a good reminder to me to never let my guard down when renting a vehicle. I hope this helps other potential customers of U-Haul or any other vehicle rental company. read more

I went to pickup a trailer for a move I was doing, the technicians Angel and David were extremely helpful with getting me properly set up. I had shown up with my hitch and ball not installed correctly and they were kind enough to walk me through the process of getting it ready while still attending to other customers. read more

Waited in line here over an hour. This place is way way busy and area / district managers should really consider getting this location more workers. I was assisted by Flordeliz who was extremely kind and thorough. The entire staff here handled the stress but the manager you could see could not. He was actually short tempered, thought he was above everyone including customers. I had to return my vehicle to this location and dealt with him and wish I didn't. I wish I got his name cuz he was a total JackArse read more

Stay away from this place if you want to rent a U-Haul. Their franchise should be cancelled - they gave my niece a truck almost out of gas, which she filled up for $110 before discovering that the fuel was leaking all over the street from a leak. She returned it with a newly filled up gas tank to swap for a different truck, yet they refused to credit her bill for the wasted $110. Not only was the person unhelpful and rude, but I had to walk into the dirty garage repair bays to get someone's attention, because customers in the dingy waiting room were being ignored. I'm not sure they know how to run the U-Haul app, because he was either unwilling or incapable of entering a refund for the money wasted on the first defective truck. Both trucks were dirty and not in good condition in the interior. read more

They called me back to the ship after an hour and a half only to tell me that they didn't have a tech scheduled to work until the afternoon. So, 3rd appointment was a full waste of time....decided to take my business elsewhere. read more

If I could give this business negative stars I would. I paid for and ordered a hitch for my car 4 months ago. They have managed to jerk me around several times now with the installation with a different excuse each time. I've spent countless hours on hold trying to get through (they never answer their phone or answer and put you on endless hold) and today I showed up after driving an hour to get up here, for what I thought was my appointment, to be told that I had the wrong appointment time and they needed to reschedule. Seriously, stay as far away from this business as possible. They are rude, disorganized, unprofessional, and a total waste of your valuable time. just horrible. read more

This place sucks had a reservation for 7 am got here 7:10 and had to wait in line over a hour to get my rental had movers at house waiting one person working the front counter. One in yard. People got move there stuff and now we are behind. They actually deserved a negative stars. read more

They got me right out in the morning and bringing it back was a breeze. Polite staff. I'm not easy to deal with and I had no issues. Not sure what happened with the other reviewers. read more

Don is amazing! Got there early and their computers where having problems, Don handled it like a champ and we where out of there in no time. He then walked out with us to hook up the trailer. Great place because of Don! read more

I never leave reviews but I am going to leave a review here for this company. I wanted to get a trailer hitch installed on my car. We set up an appointment, I drove in for the installation and they informed me they did not have the hitch. So, I made another appointment and the same thing just happened again. I even called to confirm that they had the part before I came in and they assured me they did. I'm going somewhere else now read more

What a shit show. I would give this a zero if I could. I made reservations for a rental as I was moving and had hired movers to help with the heavy lifting. When I showed up I stood in line for a while behind a lady that was asking a zillion questions of the other attendant. There was another girl there and she was singing to a song on her iphone. After a while, I asked her, do you do the same thing as this other girl? She replied yes. (Don't you think she should've have offered to help me?) So I go over to her spot and she starts to look up my reservation in the system and then replies, Oh, our system is down, we can't rent you the truck. Then she excuses herself while I'm still standing there at the counter with lots of questions and she runs in the back. She's going for about 4-5 minutes and then comes back with snacks and drinks in her hand and starts to open up her snacks and drinks and just start eating. I said, are you seriously going to stand there and eat while you're helping me? She says, yep. They had no back up plan. I got on my phone and found another place just down the street that luckily had the same size truck. What a difference in professional service. I'll never go back to this location again. read more

Very unprofessional and they do not live up to their commitments. I would avoid them at all costs as there are so many other better and more professional that sell top quality American made hitches that are way better than the Chinese ones Uhaul sells. read more