Customer Reviews for U-Haul of San Rafael

Rating:

5.0

Make the return process with the UHaul app easier. I was told that it would be needed for the return, but apparently only works if you used it to make the reservation as well.

Rating:

5.0

It would be great if they had 20ft and larger Box Vans. They only offer 10 or 15's. Also, the parking lot only accomodates about five vehicles and I had to park 1/4mi away. But, the service person that helped me was great.

Rating:

5.0

The guys at this location do a GREAT job! But U-Haul does not back them up. Both trucks I rented had serious deficiencies. The first truck had obviously been in a serious accident, and the cab was so racked that the driver's side door didn't come CLOSE to fitting - gaps exceeded 1/2" near the top frame, and even trying to slam the door shut was quite impossible. Driving on the freeway was deafening. The second truck was far better; it felt normal. But this is a MOVING VAN; we put our valuables in the truck assuming the roof will not leak. In fact it leaked like a sieve! And my furniture got wet, even though it spent only an hour in the truck and was promptly removed on arrival. You guys - your BIG U-HAUL GUYS - should be ashamed!!!

Rating:

2.0

Juan, the guy who helped me out, lacks customer service skills. He's arrogant, unfriendly, and and has a very poor attitude. I will do everything in my power to avoid the San Rafael location from here on out.

Rating:

5.0

Great set up. They hooked it up, checked it and quickly removed it upon it's return. Well set up for renting a trailer.

Rating:

5.0

The San Rafael location, is a small, old location. The top notch staff run it like clockwork, and should all be commended for giving U-Haul customers, top quality service.

Rating:

5.0

Get rid of this truck! It has obviously been in a serious wreck, and no one bothered to repair it with any kind of professionalism. The driver's door could not be closed completely - even when slammed, the upper part of the door, along with the leading front edge, had wide gaps. The wind noise at freeway speeds was deafening, and the hour's drive was tortuous - tiring, and thus dangerous, plus normal communication with a passenger was impossible. I kept thinking the door could be shut if I slammed it hard enough, but no it simply no longer fit the warped passenger cabin. Add to this the fact that the truck got 6 1/2 miles per gallon at 60-65 mph. I have rented these trucks often, and I know that they usually get 10-14. So I spent many $$$ on gas; I believe I deserve a refund to cover this cost. Seriously take these trucks OFF the road, before someone gets hurt!

Rating:

1.0

I was charged a $20 fee for dropping off trailer early. I was never told there was a charge for this. Ron

Rating:

5.0

Friendly staff. Fast checkout an checkin.

Rating:

5.0

Staff and vehicle were great.

Rating:

2.0

They charged me for fuel when I filled it to where it was when it was given to me. I’m very upset about that.

Rating:

1.0

I reserved a 15-foot truck more than a week ahead of time. When I arrived at 7 AM to pick it up, I was told they only had 10-foot trucks. What is the point of having a reservation if it's not going to be honored??

Rating:

4.0

The only criticism I have is that I did the online check-in at home, but still had to wait 15 minutes when I arrived. However, Luis was super nice and helpful. I'd definitely rent again if I needed to.

Rating:

3.0

Mobile check in was time consuming plus I ended up having to go stand in line TWICE to pick up keys and then again because mileage was wrong. It would have been much faster to just check in inside, so please let other customers know that mobile check in takes more time, not less time than counter check in. Also, I was harassed twice by the large group of day workers by exit gate.

Rating:

5.0

Luis is great. Sonia the man in the yard with a ponytail

Rating:

5.0

Staff is friendly and helpful

Rating:

3.0

The line was extremely long to get the rental and very slow. It seems like they could be a lot more efficient and how they check people in. Especially people with reservations. The guy outside was fantastic. He’s the one that helped us hitch up the trailer.

Rating:

5.0

Your crew made it easy

Rating:

2.0

They charged me $60 for a bit of soil that they could have swept out in 5 mins

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.

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.

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!

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?

Rating:

5.0

I always remt here because of the great service

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.

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.

Rating:

5.0

Great customer service. Van was pretty dirty.

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.

Rating:

5.0

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

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.

Rating:

5.0

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

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.

Rating:

2.0

Everything is good do not change!

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.

Rating:

5.0

Staff absolutely courteous and efficient.

Rating:

5.0

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

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.

Rating:

1.0

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

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…!

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!

Rating:

5.0

Easy in, easy out. Friendly staff.

Rating:

2.0

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

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

Rating:

1.0

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

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!

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.

Rating:

5.0

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

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

Rating:

5.0

No comment; very pleased with the experience.

Rating:

4.0

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

Rating:

5.0

nothing -- all was excellent

Rating:

1.0

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

Rating:

4.0

Good experience overall.

Rating:

5.0

no comments

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.

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.