Customer Reviews for U-Haul of San Rafael

10,465 reviews

1205 Francisco Bl E   San Rafael, CA 94901

(415) 457-8400

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Office Hours

  • Mon-Thur: 7 am–7 pm
  • Fri: 7 am–8 pm
  • Sat: 7 am–7 pm
  • Sun: 9 am–5 pm

Services at this Location:

Contact Us

(415) 457-8400

1205 Francisco Bl E
San Rafael, CA 94901

Services at this Location:

Office Hours

  • Mon-Thur: 7 am–7 pm
  • Fri: 7 am–8 pm
  • Sat: 7 am–7 pm
  • Sun: 9 am–5 pm
  • Free towing inspection
  • 24 hour customer return

Testimonials From Recent Customers

Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.

Overall Rating:

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Rating:
3.0

Customer did not leave a comment.

JAMES HAZELRIGG 
Rating:
5.0

Customer did not leave a comment.

HOLK BERGMANN 
Rating:
3.0

I got completely scammed. I was told that the vehicle was given to me with full gas and to return it with full gas. When I returned it I ended up filling up way more gas than I had used. I brought up the issue with the employees who were not helpful. I am very upset and will be pursuing further action.

eli kemp 
Rating:
5.0

Big thank you to customer service and the two gentleman working the front desk getting everything ready and answering all the questions possible. They’re patient and polite.

Patrick Pereira 
Rating:
1.0

I left some tie-downs, cinch straps, 2 containers, and some tarps behind the seat in the truck cab and it was all thrown out or taken by staff. I can't imagine good equipment was thrown out w/o workers taking it. THIS IS BAD POLICY!

EDWARD COLLINS 
Rating:
2.0

Way too disorganized and overwhelmed. Got my rental with garbage from the previous renter. Ask for a quote for a certain day and they will give you a quote. They won't check availability first. So why get a quote for equipment they don't have?

JOSE VELAZQUEZAZAMAR 
Rating:
5.0

I always remt here because of the great service

Doug Kelly 
Rating:
5.0

Customer did not leave a comment.

Michael Stallone 
Rating:
5.0

San Rafael is an hour away from Menlo Park. All off the closer facilities said they did not have the equipment when it was time to go, even though they said they did when I made the reservation.

Patrick Gardner 
Rating:
4.0

Customer did not leave a comment.

Larry Barouch 
Rating:
5.0

Customer did not leave a comment.

Lester Newsome 
Rating:
1.0

Second empoyee I spoke with over the phone was rude and clearly didn't give a damn about helping me out by showing up a little early for my rental. The truck was dirty inside and out. Leftover articles from the previous renter were there. Will avoid Uhaul from now on, if at all possible. I'd fire the guy I talked to if he worked for me! Wish I could tell you his name.

Michael Wirrick 
Rating:
5.0

Great customer service. Van was pretty dirty.

pamal wallach 
Rating:
1.0

The manager is terrible. I called him to extend the vehicle and he said he was busy and he would call me back. He didn’t and 3 days later he hadnt called me he calls me and harasses me saying there are no trucks etc. I webt to the lot and returned thr truck immediately and there was over a hundred trucks maybe. He is an illogical and annoying manager. It took a very long time also to get the car. He keeps saying negative things. The location would be better if he were fired.

Onur Gunday 
Rating:
4.0

Customer did not leave a comment.

Holk Bergmann 
Rating:
5.0

Customer did not leave a comment.

Andrew Zmyslowski 
Rating:
5.0

Matthew and his colleague were both very helpful getting us checked out and on our way.

Kurt Wessels 
Rating:
5.0

Customer did not leave a comment.

Leanne Shoemake 
Rating:
5.0

Customer did not leave a comment.

Belter Esteban 
Rating:
3.0

Customer did not leave a comment.

Lisa Revelli 
Rating:
4.0

The interior of the cargo van, where people sit, was not clean, especially the windshield. When the sun was glaring it made it difficult to see. Used the windshield wiper fluid and wipers which did not help. I believe the interior of the window was so dusty and/or the buildup was so bad on the outside the wipers couldn't make a difference.

stacey norton 
Rating:
5.0

Customer did not leave a comment.

Glenn Steiner 
Rating:
5.0

Customer did not leave a comment.

James Knight 
Rating:
5.0

Van was dirty on the outside, and some minor damage wasn't marked. This could possibly cause problems for future renters.

Ron Roberts 
Rating:
5.0

Customer did not leave a comment.

Steven Katz 
Rating:
5.0

Customer did not leave a comment.

Gina Catena 
Rating:
5.0

The customer service at this location has always been wonderful. This rental was for a private school trip to Tahoe in blizzard conditions. When we noticed that the tires were a bit worn for snowy conditions, they very quickly prepped another van for us. Their vans are in far better condition than those that we've rented from the local Budget Truck rental place. The staff was very helpful and friendly. No question, this is where we'll continue to rent from in the future.

CAROL FINNEGAN PISETSKY 
Rating:
2.0

Everything is good do not change!

PORFIRIO BANUELOS 
Rating:
4.0

Assist first-time U-Haul app users so they know if documenting additional pictures won’t pause or cancel the reservation. I wasn’t sure how specific to get on damage I could see (dents) when they weren’t highlighted on the very broad pre-rental pictures of the equipment. It was very easy to do but some guidance would have made me feel less anxious.

Erin Hankins 
Rating:
5.0

Staff absolutely courteous and efficient.

Martin Guajardo 
Rating:
5.0

Customer did not leave a comment.

deva Longnecker 
Rating:
4.0

Customer did not leave a comment.

Scott Seki 
Rating:
5.0

Rented many times from the San Rafael team. Always a great experience.

Harry Cush 
Rating:
5.0

Customer did not leave a comment.

Timothy Bowen 
Rating:
3.0

I was at the San Rafael location a month or so ago to rent a car dolly. I had made reservations days in advance. I arrived at 6:20pm for my 6:45 reservation. I waited for 30 minutes to be helped at the front desk I was standing right at the counter waiting while the 2 employees we’re having a private conversation and then when they finally asked me what I needed and I told them I had a reservation and they said sorry it’s to late to hook up a trailer for you. Time was 6:47 or so. I told them that the time was available on the website but they didn’t want to help me. I was the only customer and was there for 30-40 minutes waiting. I was very upset. It completely messed up plans I had made weeks prior. But yesterday I went to pick up a truck n trailer. The guy at the counter was super friendly and helpful was happy to do his job. He was the only one working the counter ad had multiple people in line. He was efficient and courteous. Even tho they are extremely understaffed.

Anthony Rasella 
Rating:
1.0

Really bad service the guy at the front desk was racist!!! Stupid person!!!

Jesus orlando Perez 
Rating:
5.0

The entire rental process was incredibly smooth and efficient - from making the reservation on the app to drop-off after the rental, the folks at U-Haul of San Rafael were friendly, helpful, and professional - and I would highly recommend them and rent from them again in a heartbeat…!

ERIC FISCHER 
Rating:
5.0

Customer did not leave a comment.

ARNOLD NEUSTAETTER 
Rating:
5.0

Customer did not leave a comment.

Michael Andreson 
Rating:
5.0

Nothing - super easy, staff well informed and friendly from the first person who helped me to the last who checked the van back in…. So nice to have a pleasant and relaxed experience in the middle of a move. Thank you!

Ellen Baxter 
Rating:
5.0

Easy in, easy out. Friendly staff.

matt mcCone 
Rating:
5.0

Customer did not leave a comment.

Eric Gustavson 
Rating:
5.0

Customer did not leave a comment.

Erik Anfinson 
Rating:
4.0

Customer did not leave a comment.

Glenn Bashforth 
Rating:
5.0

Customer did not leave a comment.

Neal Zimmermann 
Rating:
2.0

Service is extremely slow, yard help would barely help me disconnect the trailer and was rude. Cannot recommend this location.

Charles Gaetani 
Rating:
4.0

There was just one person checking in drivers in a busy time of the morning, around 9:30, with a substantial line. It would be better if you could have one other person working at that hour

Don Clark 
Rating:
1.0

Trailer gate was not the correct size. Customer service was poor.

Caleb Everett 
Rating:
4.0

Customer did not leave a comment.

Jordan Dillon 
Rating:
4.0

I found the rep at the desk to be excellent. Super polite, very informative, patient and able to answer any questions. GREAT!

Heidi Engelbrechten 
Rating:
5.0

Customer did not leave a comment.

John Engstrom 
Rating:
5.0

Customer did not leave a comment.

Wayne Wechsler 
Rating:
5.0

Customer did not leave a comment.

Thomas Pulley 
Rating:
5.0

Customer did not leave a comment.

Kevin foley 
Rating:
5.0

Excellent customer service. Helpful, efficient, and a pleasure to work with. Clean facility. Helped me purchase a lock for my unit and everything I need to use it including downloading the app, helping me set up a password, explaining the key code for entry to me, showing me my unit prior to the paperwork, informing me of the hours for access. Excellent employee highly recommend.

Sarah Thompson 
Rating:
3.0

Customer did not leave a comment.

Justine Werfelman 
Rating:
3.0

Customer did not leave a comment.

Anthony Moreno 
Rating:
5.0

My rep was efficient, knowledgeable and very helpful. I give him 5 stars!

Gisele Crowther 
Rating:
5.0

Very helpful employees. One source of frustration was I reserved a certain size trailer about 6 weeks out, then I get a call one and a half days before pickup saying this location won’t have what I reserved. I either had to go all the way to Richmond, cross the bridge twice OR get a trailer almost twice as Big and at twice the cost. I already had helpers set up to help load and unload donations, so I was forced to rent the more expensive and much larger trailer. Not cool. But again, the employees were very polite and helpful

Sean O'Leary 
Rating:
5.0

No comment; very pleased with the experience.

Grace Morton 
Rating:
4.0

Easy last minute rental. Super friendly staff. Great truck. Just wish the location had more customer parking.

Jason Johnson 
Rating:
5.0

nothing -- all was excellent

Robert West 
Rating:
5.0

Customer did not leave a comment.

Rose Steiner 
Rating:
4.0

Need more than one person to help customers and a few more customer parking spaces would be helpful.

Dennis Hiatt 
Rating:
5.0

The ramp opening is smaller than the advertised trailer width. Useless.

JAY HAYNES 
Rating:
3.0

Customer did not leave a comment.

Bruce Richmond 
Rating:
5.0

Advise them of the 25$ Cleaning Fee. Total ripoff.

Enrique de la Huelga 
Rating:
5.0

Easy peasy.. Thank you!

Jennifer Maniar 
Rating:
4.0

Mayport Florida store keeps trying to bill me. I returned the U-Box on Jan 24 - one day after I picked it up. Mayport keeps trying to charge for storage. They have no idea where their U-Boxes are.

William Cosgrove 
Rating:
1.0

I do not recommend your service to anyone and I will never use another service from you again, because you did something very dishonest to me, I paid for a service on December 11th to January 11th January 11th to February 11th two months I was paid for both months, you changed the payment schedule date to benefit you, you changed my payment date from the 11th to the 30th, you didn't communicate with me, you didn't tell me anything and now you are charging almost 194 dollars Since I had to pay until February 11th to be able to remove my things, I removed them before the date, you charged me for the month of January the amount of R$ 175 dollars which was the amount I rented the Storage, and now they want charge me 194 dollars for a month that I will no longer use and that is absurd or rather a robbery

Tiago TavaresdeJesus 
Rating:
4.0

The hitch did not properly tighten on my 2" ball causing it to be loose and to create a big banging sound while driving.

Ronald Perkes 
Rating:
4.0

I was very happy with the newer model PU. Very nice and comfortable.

Hendrik van Nood 
Rating:
5.0

Customer did not leave a comment.

aldolfo medved 
Rating:
5.0

Great experience. Everyone was very helpful, and the equipment worked great

Matt Monpas 
Rating:
5.0

Customer did not leave a comment.

Alexandra Lee 
Rating:
5.0

SUper easy, super clean and friendly and bathroom was really nice and clean as well!

Martha Tuescher 
Rating:
4.0

When checking the truck out, the attendant did highlight important items, yet 'never' explained specifically where I needed to fill the tank up. I'm 75 years old and didn't have my glasses with me. Upon returning the truck, I was assessed $18 because the tank was only half full, not 5/8 full. I was too tired to put a couple of added gallons in the tank at $4.37/gal. I think it needs to be explained a bit better, as in saying, "You must fill it to 5/8 full" orally. The copy received also did not show the numbers clearly. They were most 'tiny.'

cynthia seid 
Rating:
5.0

Customer did not leave a comment.

Steven Hurwitz 
Rating:
4.0

Customer did not leave a comment.

JOHN CALLAHAN 
Rating:
5.0

My favorite UHaul!

Harry Cush 
Rating:
5.0

Customer did not leave a comment.

Peter Meier 
Rating:
5.0

See above comments.

Patrick Marshall 
Rating:
5.0

Customer did not leave a comment.

carlos diaz 
Rating:
5.0

This UHaul is awesome. I highly recommend this location and staff.

Lisa Browne 
Rating:
5.0

I did an after hours drop off. So it was simple and no interaction other than parking the truck, dropping the keys and following the drop off instructions.

Brian Sadler 
Rating:
4.0

Wish you had more 17 footers

Simon Snellgrove 
Rating:
5.0

None. Luis and Luis were fantastic to deal with. Kind, friendly, attentive, efficient. Great team!

Patrick Marshall 
Rating:
5.0

Customer did not leave a comment.

Gin Wu 
Rating:
4.0

The young man who rented me the truck with professional and courteous.

michelle bryant 
Rating:
5.0

Customer did not leave a comment.

Liora Soladay 
Rating:
5.0

Great communication via telephone that kept me updated on my reservation and possible equipment shortages. I ended up having to pick up a truck from a different location but was informed a week before of this possibility which reduced stress. I was also able to return the truck to a closer location that was not listed on the website when I made my reservation. The agent at the 4370 Palm Ave San Diego, California location provided exceptional customer service not only to me but the other customers waiting at the Postal Annex. I love UHaul, especially the staff at the San Rafael, California location, as I have been a customer of their’s three times in the past 6 months. Also, many thanks for having moving companies listed on your website. This is a great addition. I have used the service once and it was a wonderful experience.

Tiffany Fulgoni 
Rating:
5.0

I really couldn't suggest anything to improve. Always a great rental service and affordable compared to a rental car company. Thanks.

erik knutson 
Rating:
4.0

More thorough inspections of vehicle -- tires were balding and unsafe to drive; was barely able to make it to the house we dropped load off at due to tires slipping out on a road which was not even wet. Would be extremely dangerous to drive vehicle in current state during rainy conditions. Major safety hazard - I recommend taking this vehicle out of service and replacing tires immediately, especially given time of year and incoming weather. Other than that had a great experience; check out / return was easy, nice folks @ the uhaul center in san rafael.

Peter Ross 
Rating:
5.0

Customer did not leave a comment.

Stacey Newcomer 
Rating:
5.0

Truck was ready to go and it was quick and easy!

Katharine Jarman 
Rating:
2.0

When I arrived I was supposed to pick up my truck using the app. That feature in the app was N/A so I stood in the long line to get serviced. Once we got to the front we were told that my truck was given to somebody else incorrectly. It was training day so the long line and error made sense. However instead of giving me the other person's truck and getting me on the road the attendant spent 15 min trying to call the poor person that was given the wrong equipment. According to him "she had to return the truck and pickup the correct one" which is ridiculous considering she probably already had 1/2 her apartment in the truck already. I finally had to cancel and rebook a new reservation which took even more time. Overall the process took 2-3 hours instead of the 2min it should have. Besides the check-in process this location is in serious need of a remodel and more parking. All the trucks look like they have been around for 10+ years. This is definitely not a flagship store.

Gleb Ganin 
Rating:
1.0

I paid extra for expedited shipping than the installer didn’t work two of the days, and there was no refund on the express shipping let alone it was damn near impossible to communicate with anyone at the store let alone how rude they were would I was able to they put me on hold for no less than 20 mins twice.

betsy cowley 
Rating:
5.0

Odometer reading was 15% too high on vehicle at end of rental. I noticed this when I was driving, but then compared mileage of routes calculated using Google Maps, which came out to be 45 miles total, versus odometer reading which stated 52 miles.

Donald Reed 
Rating:
3.0

Customer did not leave a comment.

steven morrow 
Rating:
3.0

Issues with truck pickup. App would not work. Called support and they said self pickup after hours was not available at this location. Cost me a day of my move.

Nicholas Martin 
Rating:
1.0

The overall UBOX experience was appalling. Would never rent one again.

matt langford  |  Overall Experience 
Rating:
4.0

Good experience overall.

Chris Woodington  |  Overall Experience 
Rating:
5.0

no comments

Jeannine Reynolds  |  Overall Experience 
Rating:
2.0

Corporate, your locations are understaffed, no Management from Maine DepArture to West Coast, take care of your employees, they were incredible, but they must have engaged leadership to lead them.

MATTHEW PINEO  |  Overall Experience 
Rating:
1.0

store manager ignored me about the delay:24 hours which cost me $200 more for their screw up. no apologies no attempt to rectify. no communication. very unprofessional. was guilt tripped by staff.

JENNIFER BENITEZ  |  Overall Experience 
Rating:
1.0

I ordered a U-box and was not contacted until 3.5 hours after the promised delivery time. I cancelled my order due to this and want to know when I will be receiving a refund for this

jeff tyler  |  Overall Experience 
No reviews have been submitted for this location.

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