Great customer service. Van was pretty dirty.
pamal W.Customer Reviews for U-Haul of San Rafael
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.
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 G.Matthew and his colleague were both very helpful getting us checked out and on our way.
Kurt W.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 N.Van was dirty on the outside, and some minor damage wasn't marked. This could possibly cause problems for future renters.
Ron R.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 F.Everything is good do not change!
PORFIRIO B.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 H.Staff absolutely courteous and efficient.
Martin G.Rented many times from the San Rafael team. Always a great experience.
Harry C.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 R.Really bad service the guy at the front desk was racist!!! Stupid person!!!
Jesus orlando P.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 F.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 B.Easy in, easy out. Friendly staff.
matt M.Service is extremely slow, yard help would barely help me disconnect the trailer and was rude. Cannot recommend this location.
Charles G.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 C.Trailer gate was not the correct size. Customer service was poor.
Caleb E.I found the rep at the desk to be excellent. Super polite, very informative, patient and able to answer any questions. GREAT!
Heidi E.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 T.My rep was efficient, knowledgeable and very helpful. I give him 5 stars!
Gisele C.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.No comment; very pleased with the experience.
Grace M.Easy last minute rental. Super friendly staff. Great truck. Just wish the location had more customer parking.
Jason J.nothing -- all was excellent
Robert W.Need more than one person to help customers and a few more customer parking spaces would be helpful.
Dennis H.The ramp opening is smaller than the advertised trailer width. Useless.
JAY H.Advise them of the 25$ Cleaning Fee. Total ripoff.
Enrique D.Easy peasy.. Thank you!
Jennifer M.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 C.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 T.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 P.I was very happy with the newer model PU. Very nice and comfortable.
Hendrik V.Great experience. Everyone was very helpful, and the equipment worked great
Matt M.SUper easy, super clean and friendly and bathroom was really nice and clean as well!
Martha T.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 S.My favorite UHaul!
Harry C.See above comments.
Patrick M.This UHaul is awesome. I highly recommend this location and staff.
Lisa B.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 S.Wish you had more 17 footers
Simon S.None. Luis and Luis were fantastic to deal with. Kind, friendly, attentive, efficient. Great team!
Patrick M.The young man who rented me the truck with professional and courteous.
michelle B.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 F.I really couldn't suggest anything to improve. Always a great rental service and affordable compared to a rental car company. Thanks.
erik K.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 R.Truck was ready to go and it was quick and easy!
Katharine J.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 G.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 C.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 R.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 M.Great service
PORFIRIO B.The staff was great!!
Nadia A.Nothing is note
Nigel C.Nathan was very helpful.
Liezl joy S.The guy working at the counter when I picked up my trailer was incredibly angry and rude to not just me but everyone he came into contact with. I'm kicking myself for not getting my name. He seemed frazzled for how many people were in line but his tone of voice and unhelpfulness was pretty remarkable. Need better training for staff (or new staff).
Aliza R.this location ripped us off for an additional 4300 by claiming that there was damage on the truck when they had n proof. Will be fling a dispute never going to rent from this location again, ever
Atherton A.several issues: 1) Parking -> no onsite parking so had to park in risky (crime and/or getting towed) area away from the rental site 2) LONG time to check-out the vehicle. Counter help was friendly and helpful but there were employees around that could have been employed to check guests out. 2) Check back in: the guy saw a slight damage to the vehicle and IMMEDIATELY assumed I was the one who did it and said I'd have to pay. Really was inappropriate as it was done by a prior renter. I will never use this location again.
Jeff H.The overall UBOX experience was appalling. Would never rent one again.
matt l. | Overall ExperienceGood experience overall.
Chris W. | Overall Experienceno comments
Jeannine R. | Overall ExperienceCorporate, 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 P. | Overall Experiencestore 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 B. | Overall ExperienceI 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 t. | Overall Experience