Customer Reviews for U-Haul of San Rafael
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.
Testimonials from recent customers of U-Haul of San Rafael
Everything was good. Qucik in and quick out.
No one told when we rented the trailer we had to have a trailer light adapter. I have 3 of them at home....and I had to buy one for the trailer to leave the lot. I couldn't return the adapter after!! Total scam!! You owe me $15.00 Very unhappy
great customer service...fast and easy in and out...truck ran fine.
it would be nice if the office reps would show some urgency in attending customers.
Uhaul online sucks! I am so pissed and I will be calling to let you know why
I was disappointed they didn't have the trailer I needed available. Then again I didn't make a reservation. The employee's where very helpful.
This location is generally very good, but I was unpleasantly surprised by gas charges. The needle read Full when I picked up the truck, so I completely refilled it before dropping it off. Unless my 14' rental truck got 3 miles to the gallon, I put in way much more gas than I used. When I complained about this to the staff, I was told I should have just filled it up until it touched "F" on the gauge. Really? How am I supposed to know exactly the right spot so that I don't get dinged for extra charges and $5 / gallon fuel. This was disappointing and I would not rent again without an explicit understanding of exactly how to pay for only the fuel I used. (Maybe the trick is to fill the tank BEFORE you start the job? But, again, nobody suggested any of this to me).
It was a very easy experience. I had to make a change to my time and the staff could not have been more helpful! Highly recommend!
I have yet to figure out the way the bill was calculated.
30 for a day rental does not equal 60.
An estimate of time one needs the van is only an estimate. To book someone 15 minutes later and then hassle me is unfair. I thought your prices were for a day, not four hours and then threaten to charge me more when I. Called and said I would be a little late (I was 20 minutes after the four hour due time). I do not like your double booking to make money at the expense of your customer service. Rude customer service especially from the woman. And false advertising
much more efficient than previous experiences
Ive rented here in the past, and has very poor customer service.
This time the service was great.
I"ve rented from this place about 10 times since June.
They always have my truck ready on time, and very clean. They've been accommodating about parking,
and fair and friendly when I checki in. I'll continue to do business with them.
All good the way it is. Thanks very much for your service.
You charged me $45 for gas even though I returned the truck with more gas than it had when I picked it up. I've had to file a complaint and plan on disputing the charge with my bank first thing in the morning. You're wasting my time and stealing my money!
I am so grateful to U Haul in San Rafael -- nice people,
clean trucks, easy check out and check in.
Excellent. Although 17ft trucks were unavailable. They seem to be the most popular. We had to make do with a 14'
When I arrived we realized I did not have the correct adapter for the 2" ball for my MC trailer. Luis was extremely helpful and advised me what I needed to get.
I received good service and the truck was in mostly good shape. (however the tires were low and was giving me a dash board warning) Also be prepared to stand in line for a long time. There was only one person at the counter and she was working hard...
Next time don't mess up and give the renter the wrong vehicle and not include all rented items (i.e. Dolly)
We appreciate all advices we received!
Great service and the pick
-up truck worked great for our needs! Thanks
This is a good location, but wait times are long. I've also gotten trucks that were in dangerous disrepair.
Nice people, though.
Great service and help from each and every person that helped me, from management to the return of the van - all the way through a good experience.
One person only opening, long line of frustrated clients (myself included), 40 minute wait rather than come in, be helped within five minutes and out the door ready to get to the work at hand.
Need more staff in early morn. Also the single staff rarely paid attention to line or acknowledged our presence.
Was attended by Becky. Never did Becky make eye contact with me although I was sitting directly in front of her, and she continuously responded that she did not know the answer to my questions.
The woman who helped us was somewhat gruff and dismissive. Our truck had a check engine light on, which was a bit disconcerting and the frame for sun visor was broken, leaving the visor hanging down, obscuring my vision which was stressful given that it was pouring down with rain and I was driving a vehicle with which I was unfamiliar and much larger than I typically handle.
don't forget to place the ordered furniture pads in the truck...
Dropping my truck off was very quick.
The staff is polite but should consider a bit more enthusiasm when greeting customers. Only the Hispanic young man at he counter smiled.
I would like my sixty dollar refund for returning blankets.
I was told as long as I returned blankets I would be refunded.
I did not take the name of rep at Uhaul to protect myself.
I was misinformed that I would be charged per day for blankets.
Uhaul got back ten blankets.
One blanket is in one of my storage I will gladly give back.
The 12th blanket a man I sold a piece of furniture to took it without asking me.
Over the years, I have used Uhaul many times.
Would you please give me partial credit for ten blankets?
I can be reached at 415 889 3467
Online check-in is great!
Appreciated being allowed to return for credit an unopened package of moving blankets. Thanks!
love that the movers could pick up and return the truck!
Maintain the equipment better! This is the second time I rented a trailer from this location and both times they had bald tires. The first time I had to have road side assistance because of the tires. This time I asked to check tires before hand and they still tried to give me a trailer with bald tires. Broken down on the side of the road for such a preventable problem is nonsense!
Maybe lower the mileage cost a bit???
Pick up was easy - the truck was ready and waiting (I had reserved it ahead of time online.) Drop off was even easier - a total breeze. Took like 20 seconds. Good experience.
More check in people - there was a long line!
Both John and Chris ( the manager ) in San Rafael were BOTH way-out-of-their-way HELPFUL with all the details and arrangements. I couldn"t be happier with their service. Very personable. I"ll be a "returning-customer" now for sure. Bob Miley
How about posters and life size cardboard cut out of hot bikini clad U Haul Babe Squad! Other than that, you're awesome.....
I scheduled the pick up for 9 a.m., but couple of days before received email stating pick up was "confirmed" for Noon. Had to make calls to get it re-set, as I had originally scheduled for Noon. Also, when truck given, no explanation of driving the beast. Someone should have walked me to truck, given me a few pointers. Had to figure out myself.
When I received the vehicle the gas level was just below 1/2, the amount indicated on the ticket. I drove more than 120 miles and filled to tank with the amount indicated as needed on the form I was given. I returned the vehicle with exactly the same level as when I received it. The store decided to put two additional gallon into the vehicle and charge me $10 for gas and $30 for a fee. Given this, I do not plan to ever rent from Uhaul again.
Excellent customer service by the young man who helped me. I was reluctant to rent a trailer versus a truck but he took care of everything and ensured the rental went seamless.
Windshield could be cleaner
The lady that rented us the truck was extremely rude.
Great service, inand out quickly and easily.
Drop off simple and easy!
Couple of things come to mind.
Staff was not friendly or very cooperative, particularly on the lot itself.
Truck was dirty on outside, and the interior window was filthy. The window looked like it had never been washed, and in the sun, was down right dangerous to drive in.
I would recomend a larger size for a one bedroom/studio and and I have very few Items.
Make vehicles more fuel efficient. Cruise control is essential 8 miles pergallon on the highway. You should be ashamed of your less than green footprint. Bring Diesal Back!!!!
The staff was completely unfriendly and not too motivated. As opposed to the Dublin location, where the staff is absolutely great.
This truck, unlike many others we've rented, smoked badly and leaked fluids over the driveway. Power steering needs looking into. Otherwise everything else went well.
The men at the front desk were attentive, pleasant, efficient, and helpful, and even helped me adjust the outside mirrors on the truck. Upon my return, the outside man who received the truck was also very pleasant, helpful, and courteous.
The truck handled well and was easy to drive.
The only surprise was how the costs add up with
mileage fees and insurance.
All-in-all a very positive experience. I give this business a high satisfactory rating.
Very disappointed in the manner in which this rental was priced. The truck was returned 30 minutes into the '4th' rental period and rather than implementing the hour grace, a full day was charged.
The truck went out with an indication that it was overdue for an oil change.
Additionally this reservation was for the Ignacio location and the San Rafael location was not willing to transfer the truck so I logged an additional 20 miles to accommodate uhaul. We rented the truck on 12/31 because the Ignacio location was closed 1/1 but the San Rafael location was open, so we got hosed at two extra rental days and 20 additional miles on the odometer. Not happy!!
Add more counter people during the morning hours.
Sometimes the wait can be as much as 20 minutesor longer.
consistent, reliable, friendly service
good experience and cost effective
Very quick and helpful! My main concern would be time spent renting and dropping off equipment as well as the quality of the equipment it self. Very little time in line, and good equipment. Helpful and knowledgeable staff!
I love everyone at this location
Mr. Walter, Mrs becky.
Like the express check in
Very fast at the store vs what it used to be
Associates were helpful in reserving box truck over the phone. Same day rental. Picked up truck within 1 hour of reserving for in-town use. Very easy and reps were helpful with reservation, pick up, and return.
very helpful in giving information on how to report problems from pick-up place and problems with vehicle
The team was efficient and very professional - way better than expected!
Two things that made this a less than average visit. First, I rented a trailer that was supposed to be 4x7. It was less than 48" wide which made it difficult to load the table that was wider than the trailer. The entire reason I rented it was to move a table.
Second, I had seen on the website that I could rent a trailer ball, yet when I arrived they said, no! They only sell them. The cost the bar an ball was $25, more than the rental. That was ridiculous and would had left, but I felt trapped into buying it because I was on a tight schedule. The clerks had no sympathy and clearly didn't care what I thought I saw on the website.
I would not recommend this location to a friend, and I will not return.
Measure gas more accurately.
Balance tires now and then :-)
Everyone that assisted us was really friendly and helpful.
I was charged for a half a tank of gas although the tank was half full when I picked it up and the mileage clearly indicated I drove barely 15 miles, about a tank of gas or less. Bad service! It was corrected, but still ...
Well staffed and staff very helpful. Everything went great.
Alot of illegal Mexicans hanging outside the uhual place scared and harassed my pregnant wife..
Service excellent. No hassle at all.
Good people and equipment.
If you are going to charge additionally for mileage, then make sure the mileage is reasonable. it was 95 miles to my destination; yet, you only allocated 99 miles for driving. It was more than 4 miles to go from the pick-up location to my home to pack up the u-haul, and it was more than 5 miles to go from my destination to the drop-off location. As a result, I was charged extra for going over the allocated miles. You should either charge by the mile, or by the tank; not both. Thanks a lot fuckers.
Phoenix messed up. Then in the store, no one knew how to get us free storage, which was promised by Phoenix. Plus, we secured three credit cards. I hope only two were charged. BIG CONFUSION all around thanks to Phoenix center and the fact that Uhaul is franchise and not one big company.
There are two potential pick up locations and I went to the wrong location in San Rafael - it would help to add the pick up address to the order confirmation.
When I picked up the truck, the cargo cabin REEKED of gasoline. We happened to be next to the mechanics' vehicle, and I was assured that THAT was the source of the gasoline I smelled. When I got to where I was loading the truck, it was clear that the gasoline was in the vehicle I was given.
YOU NEED BETTER QC ON YOUR VEHICLES BEFORE ASSIGNING THEM TO CUSTOMERS !
Keep the would-be laborers off the property. I had to steer around them. If I wanted to hire help, I would have been happy to walk to the sidewalk and pick some. If not, I would rather not be accosted.
No, service and equipment were good.
Walking into the location, there are a lot of boxes and moving supplies stacked in the room that force you to walk around them instead of being able to walk right up to the counter.
Clean vehicle windows! Other than that, people at the counter were very helpful, as was the guy that checked in my vehicle. Thanks!
Your computer system in Arizona was down so when I returned the pick-up, I wasn't able to formally check out. Perhaps a handwritten note with the ending mileage and signed would have made me feel that the transaction was officially concluded with the right info.
Tell people about the per mileage charge of .99 cents. I was not told that, and had to pay another amount vs. the 20$ teaser rate. A simple 2 hrs cost me $55. Very classless and cheesy to pull that one people. I will not recommend you to anyone.
I asked for, and was charges for 6 blankets. When I arrived at my destination I found they had not been put into the truck.
We recently tried to rent a one-way trailer through this location and were unsuccesful, so we decided to rent a trailer and return it. While I was going through the rental process my wife found another UHaul location that offered one-way rentals. Granted, we had to drive 30 miles extra with a bridge toll ($5) but not having to drive the empty trailer back was a better option.
Prior to leaving this loction we canceled our rental agreement and was told we would receive confirmation by email.
I just received a receipt for the entire rental of $57.31.
Why was the rental not canceled when asked and why was I charged for a service that was not used.
Please reverse the charge and notify me when complete.
Very smooth experience and the people were helpful. Extra points for having used boxes I could take!!
Slightly misleading saying it is $79.95 when it is $300 to deliver!
I phoned to check on prices. I was quoted price, and asked if there were AAA or AARP discounts. The man said no, but he could give me a discount anyway. The figure he gave was about $100 less than the original and the one online. Pleased, I booked the truck. But when I picked it up the only record was of the higher price; no notes about the phone quote. I was stuck, and had to go with that. This is my 3rd bad experience at this location. I will try to find an alternative next time.
Everything's perfect! Thank youi
Was very happy to see 3 people working at counter on the Sunday I rented the truck!
first truck i rented had a passenger side mirror that did not stay in place, and had to be returned. The second truck had a tire pressure warning signal light on, and this obstructed me from seeing the mileage, and I could not turn it off. i was already late and could not return the second truck, so i kept driving with the pressure issue.
Truck could have been checked out better before rental, my truck had a gas tank leak, caused me a whole day lost to non use to change out truck. Minor clearance lights out, but replacement truck ran great, everything worked out, just ended up a day short.
The two guys at the store were very professional. Two things, though. The van smelled faintly of dog vomit and the layout of the parking lot was a little confusing in the dark. Some lights, maybe? Otherwise, it's a good operation.
i reserved this open trailer on line for 17.00 a day with 8.00 for insurance but when i get there there is no reservation that i made and they charge me 34.00 plus 8.00 i hope to deal with a more honest company next time
Clean the truck between customers. The truck smelled like POT, I had to drive with windows open all day, and it still smelled terrible. Also the entire interior had a layer of dirt, seems like it hadn't been cleaned in weeks/months, very unacceptable!
rear r tire was very warn and posed a danger to driving
Everything was ready, well taken care of, the keys
were in the truck with it running for us to just drive-
Busy time meant a somewhat lengthy wait (~15 min). But the experience went very smoothly beginning to end.
Worst experience ever. Two of your employees were fooling around outside with the truck blocking the drive way. 3 cars were blocking on coming traffic and your employees who saw this still were fooling around. When we told them this was dangerous they completely ignored us and gave us the worst attitude. I am going to yelp this next and I am very upset that the employees actually put us in a bad situation with your car and the traffic jammed it caused. Bad bad bad.
The u-box was ready when i went to pick it up. it was not delivered.
the uhaul delivery gal was brilliant and apologized to me on behalf of san rafael uhaul. they did not call me to schedule a window for delivery and the uhaul customer service people were useless.
It was incredibly difficult to access my box I called in advance multiple times and yet no one was able to help and the box was not accessible when I showed up
Very hard to communicate with San Rafael store. They didn`t return calls and call center couldn`t resolve issues. Only one man was authorized to handle UBox which created wait times over 3 hrs!
The driver picking up the ubox`s was awesome!
The guys were helpful hitching up the trailer and treated us with kind regard.
Manager lost staff, no one to deliver box. I was not called - had to pay men when no box. I did get free truck to drive box myself next day. U-Haul did not meet an agreed on and contracted deadline.
At the start of the process I couldn`t find my box, I was told it would be put in the parking lot by 4 p.m. Label boxes to be less generic. Anthony was best in terms of customer service.
Bad service, broke my lock and did not replace until i demanded it.
The staff at San Rafeal are exceptional. They went out of their way to ensure all boxes were accessed easily and called me on the phone instead of making me wait, tt time of payment. 5 Stars!
The manager at the san rafael, california store, christopher, was fantastic as well as the two men working under him. telephone customer service i found untrained confusing, though friendly.
I cannot express how much I hate this company in 200 characters or less. This has been the worst experience of my life.
Excellent service! Especially Walt who fixed a major problem with my account that would have had the Ubox going to the wrong town. I loaded at the Uhaul site and everyone there was really helpful.
Great service from Chris and staff at San Rafael
convenient, easy to load, made moving so quick and trouble free! thank you u-haul
On site staff were great, corporate organization scores about a 1/2 out of 10. I got a billing, late notice and lein notice before my belongings were confirmed delivered which took 5 weeks.
in-store personnel great, but the two people I talked to over phone provided misinformation about your fees and policies.
Seattle customer service sucks.
My experience with this company was awful. I got an apology and nothing else.
A little pricey, but otherwise a very good service
The checkout experience in the store is MISERABLE. It took 30 minutes. You guys have got to figure out how to make the experience better. Also, the wood box is a bit concerning. Would prefer metal.
Made arrangements to have box delivered at 1pm. My pregnant girlfriend waited at the house that had no furniture. 200 characters not enough space to explain how bad it was.