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
Another driveway might help make pickup a little smoother/quicker.
There was a long line that took a long time. You must have been under-staffed... The Tam Valley location is much easier and faster.
Just once it would be nice if the equipment I reserved was actually available when it was promised. We laugh about it: "What will we end up with this time?"
Return space is limited, billing was correct, no notes to confirm verbal details on credit for less than ordered pads and more fuel at return than at pick up.
Anselm was very professional and knowlegable. Great customer service
This was the best experience I've had at this location, it was all new people I haven't seen before and they were very nice and efficient. It was a consistently terrible experience to visit this location for the last few years so I'm very happy it seems to have improved.
One staff younger, male - didn`t get his name was particularly helpful throughout the process - making sure I have what I need, and providing tips on how to maximize my ubox :
We were quoted more free miles than we were actually given. Over the phone we heard 150 miles per day but were only given 100 miles per day.
Otherwise, everything was fine.
There was significant damage to the front end of the truck and obviously previous renters smoked in the truck making it a health hazard to non smokers.
I dropped off the truck with 3/4 tank and I picked it up with less than 1/4 tank. I was charged a late fee, insurance and over mileage. The price I paid for the gas is equal to the charges. I should be refunded the charges as the gas was the same price.
Check out process less cumbersome. Check in at end of rental very quick. Overall much improved experience over old times.
Trailer was not clean and the attendant said it's illegal to clean it? Would be nice to get a clean one 'on the outside'.
On site immigrant workers hanging around driveway of facility might be useful to some, intimidating to others... U-Haul management needs to figure that one out.
Overall, though, my rental experience positive.
You`re lucky to have Drew as an employee.
I think your initial price of $19.95 is mis-leading, after you tack on all of the other charges.
I ordered an appliance dolly but failed to be on the truck. MOD said they were short handed but things flowed pretty smoothly. Overall good experience??
confusion on check in when I was told my bill would be $5.54 as he checked his smart phone. I knew it would not be that amount but he was convinced. He did remove the trailer quickly and provided fast service. He had a smile in his voice and wanted to provide good service
Location mis-handled the fuel and overcharged me for Fuel despite returning the vehicle with a fuel level well in excess of what it was when i took out the van.
Service was perfection. I would only suggest that the gas tank be completely full..not just "almost"....There is no way to know how much to refill it to "amost" full again...so had to completely fill it, at I'm sure, at extra
cost. But, thanks for everything else.
It took 45 minutes to pick up my truck. Have more staff on hand when it is known that a lot of customers will be picking up first thing in the morning.
Box was not delivered on time. Staff was extraordinarily unhelpful and had no idea when the box would arrive. Absolutely terrible experience.
Just staff to interact with clients so you feel appreciated & wanted
Great service and "Anselmo" is the best
Great crew and truck ran like a champ. Was set up fast and the drop off was fast also..
The two employees present were helpful and efficient.
Sunday morning 9:00am and one person to wait on customers with 8 to 10 customers in line. I had to wait 40 minutes to rent a trailer which I had pre-registered for online when I made the reservation.
They were closed when I got there only because the location I picked up my uhaul from was a total disaster.
The 10' truck I reserved was not actually available so as a poor substitute I was given a pickup truck to move my 1-bedroom apartment. It took multiple trips, instead of 1, and I had to pay for extra gas, bridge tolls and time for the movers, which cost me way more yhsn ever expected. This was a real dissapoiintment and very costly move because Uhaul did not provide what I was promised.
General manager Drew was outstanding to work with
Excellent customer service!!!! I was in and out in less than 10 minutes.
Also, they are open until 8 o'clock which was very convenience for me.
The staff were great. In particular Drew. Never met a Drew I didn't like. Thanks guys. Well done.
Pickup was very quick & efficient. Return was not quick as my van was showing as already checked in and it took at least 15 minutes to reverse transaction and check me in correctly.
It took an hour to get through the line to pick up the item I reserved online. I thought that was unacceptable. There was only one person a the counter checking everyone in, and selling equipment. On a high volume weekend day, there should be more staff onsite
need to work on customer service. Employees do not give full attention to one customer at a time. Too much multi tasking.
Had a reservation for a Uhaul AT in Napa, CA and when I went to pick it up, they had rented it to someone else, even though it was reserved for me and they knew it. WT...? How does that happen? Unhappy is not the word... After speaking with Uhaul on the phone, they found a trailer but I had to travel 40 miles to retrieve it. This San Rafael Uhaul dealer has a nice yard, excellent customer service, they hooked me up. Having to drive an extra 80 miles sucked but things eventually worked out.
Everything went well. Staff were great!
Very long line when I arrived and only one person checking people in. Waited in line for 20 minutes. Paid for a dolly and when I got to my destination it was not in the van. Had to return to pick it up. Other than that store associates were very helpful and friendly.
The cost seemed exorbitant to drop off the vehicle trailer at my destination city 40 miles away - something like 3x as much.
I had an odd situation where I rented a truck for a quick trip on Easter. Oops, the dump was closed, and San Rafael Uhaul could not have been more accomodating. I had originaly rented a trailer, then decided a truck was a better option. It all worked great. Monica there was professional and friendly and checked me back in today quickly with an iphone!
Everything was in order, the truck was comfortable and clean. No glitches whatsoever.
I called ahead because I was going to be 30 minutes late compared to what time I rented the 10 foot truck three days before. The woman on the phone said that they would not give me any grace period and would charge me another full day if I returned it half an hour late. When I arrived, a young man who had helped me check out also help me check back in and he was friendly and helpful and reasonable. Great customer serviceby him, not her. Too bad because I am usually very pro females... Thanks
I was misquoted the price for the installation of my hitch - although I requested to rent a trailer at the exact same time that I ordered the hitch install, I was not quoted the wiring labor and the cost AFTER installation ended up being over $200 more than my original quote. Additionally, I was quoted a price for a 5X8 trailer when I asked for a 4X8 trailer. I noticed the charge and asked for the less expensive 4X8, my charge was cancelled and my credit card denied after we attempted to recharge me for the 4X8. I encountered overpricing and delays, putting stress into the start of my move. It was not a great experience.
Great customer service clean truck clean store organized. They forgot the dolly know big deal hey reimbursed me. Only thing wrong was truck needed a wheel alignment other than that I was satisfied
Your employee, Jonathan O'Connor, is exceptional. I have used this particular U-Haul branch quite a bit, and Jonathan has assisted me many times. He is unfailingly courteous, helpful, kind, and he always goes above & beyond to ensure customer satisfaction. He is a great asset to your company.
The folks working at this facility were very helpful. I am renting a truck for my big move tomorrow.
I have a truck booked that I booked over 3 weeks ago. I got a voicemail today that you want me to pick up a truck from more then 30 miles away in downtown San Francisco.. I have paid a lot of money to have movers come help us move my mom who is elderly. You can't just call people the day before and change the pick-up location like that.. So disapointed and will be sure to write a review on my experience here..
Fabukous experience! Friendly but proffessional and helpful.
I'll be back, for sure!
Increase customer parking
The only minor snafu came upon the truck return. When i pulled up, there was a sign that read "stay with your equipment and a representative will be with you". Well, Iwaited for 10 minutes and saw 2 other people show up and walk right in and return their equipment. Maybe I am a sucker,but I follow directions. It wasted my time. Once I went in, the staff was great. Now I know to ignore signs.
I booked a trailer online to tow a 2010 Yaris with a 2000 4-Runner and filled in all the applicable information online when booking my rental. I received a confirmation the day before that my trailer would be ready for pick up at noon. I had requested a morning pick up so I called the facility and they confirmed the trailer would be ready for pick up at 7 AM. When I arrived the associate said he couldn't rent me the trailer because of the towing capacity of the 4 runner was not adequate. He was unhelpful and borderline rude in his attitude about the experience. I've never been more frustrated and ended up renting a tow dolly which required significant more effort to tow the car safely as one of the front axles on the car was damaged which is why I needed the whole trailer. They did not even offer me the $50 credit because the trailer I ordered was not available/rentable. Totally unacceptable.
Can't think of anything.
Great crew, very helpful and friendly!
Very helpful and accommodating. Will def rent here again as needed.
The two guys that served me were the Friendlies and most helpful personnel I came across lately. Thank you.
Nothing everything went smoothly picking up and dropping off. Great staff at the San Rafael location. This is the uhaul to go to.
Everything was great! Went smoothly -excellent equipment.
exceeded my expectations
the vehicle was much cleaner than my own car!
From the reservation rep. to the woman who waited on me when I picked up the truck, EXCELLENT SERVICE!!!
Great service, fast, easy.
I recently rented a truck from the San Rafael Uhaul location off of East Francisco Blvd. This place has always had a bad wrap from the poor conditions of the vehicles and numerous loitering day laborers running up to your window when not welcomed. Anyways, I always like to give people the benefit of the doubt, but when they wanted to rent me a truck with less than a quarter tank I was surprised. I mean, that makes it quite obvious that someone failed to take notice and drive it a whole block to the filling station and top it off?! When I mentioned Id rather not have to get gas before and then end up paying for more than I used and trying to figure out without knowing what the truck gets per gallon, I just asked for another one...they had none. In a FULL parking lot, they claimed to have none. So they offered the next size up. A waste and more than I needed, but in the end I accepted it. After spending 30 min setting that up with some 22 year old who would rather be elsewhere and looked a little "influenced" and sidetracked to me, I set out to the vehicle where I was told in a mumble, "Someone will meet you out there". I walked out and noticed a significant amount of scratches and dents to the truck that were NOT stickered. after 5 min I walked in and retrieve someone. After the walkthrough , I thanked him and headed out. Where upon starting it up I noticed he had written the mileage wrong and called back to notify them of that and there were NO zip ties on the pads or dolly. I wouldn't have cared so much, but I didn't need to get charged and additional $17 for not using them. I called in and was taken care of by a very nice woman who assure me she had documented it and I was off. The rest of the rental was just fine and returned with no problems. I ONLY write this because I know of many people who would love to work here and treat you with proper service that comes with having the position. I would have rather rented from the Uhaul in Tamalpais Valley/Mill Valley, but it would have been more in mileage. They have wonderful service over there. Thanks for hearing my 2 cents, and they're not bad guys, just lazy.
Both guys who checked me in and out were professional, thorough, and so nice! I LOVE U-haul! I'd love to negate the bad review the Burbank/North Hollywood locations have gotten. Armando at Burbank location was lovely!
Great experience here. Quick and easy. Excellent customer service! The guy who helped us was super friendly and informative.
Give the customer better allowed mileage. The trip down to the drop off location was more mileage than was allowed. When i called about this issue i was given attitude by the male employee who said they just give you from the middle of town to the middle of town. He then told me that i must have take the wrong route to go over the allowed mileage. Wrong route?!?! I took what GPS said was the fastest route and that was 126 miles not 120. Also, if there is a certain route the customers need to take then U-Haul needs to inform the customers of this. The attitude and the negative and condescending comments that this employee gave me over the phone were unnecessary and inappropriate. Granted this was an employee who worked at a phone location who was supposed to assist with additional mileage. The pick up location was slightly better than the phone service i received. Also, the gas in the truck was a quarter tank less than what was on the receipt from renting the truck. I told the guy this when we both looked over the rental truck and he initialed the actual gas amount. This is just a little concerning that that much gas was logged when it was returned and a quarter of a tank was already gone when the next renter got it. What does this location do with the rental trucks on their lot? There is a lot of driving going on for that much gas to be missing after it was logged when it was returned by the previous renter.
When I dropped of the vehicle one of the employees was playing loud music on his phone form his shirt pocket that was making it difficult for me to communicate with him. I Love music but this was just not the time/place to do that.
Your staff are always so polite and professional
The only thing you could do is to provide instant service to customers when they walk in instead of having to wait in line. That's obviously unrealistic... Good place to do business.
Maybe to have a 2nd person working the front desk; other than the wait, it was great!
The truck's bumper was severely damaged and was hanging from the vehicle close to the wheels and road. Made the driver nervous that it was going to fall off.
I ordered a uhaul to move my house on a Sat. I called a week and a half ahead of time and told them I needed the truck to move Sat. I was not asked for times. I told them I would pick it up at 7am. When I did I was told if I did not return at 1pm I would have to paya substantial amount. I only had help moving that day and 6 hours was not enough to get it done but I could not afford the high extra fees now that Saturday would be considered two days if I did not return as they had booked with another customer. An employee at the store told me this happens all the time. That is what astounded me the most. If you are failing in your services, FIX IT! $75 and I did not get to finish. Had to take numerous car loads after I returned the truck.
your coverage option was not explained properly and is not presented very honestly. I took the option and accidentally broke the rear windshield while loading the truck. The option appears to offer full coverage but no one tells you there is a deductible at $150. The pop up screen is a poor presentation and the sales staff does not offer any additional info. this is a bad business model and when it was over I was shocked and ill informed about the costs to get covered. My $19.99 truck turned into a $200.00 plus 4 hour rental.
Very busy location but still great customer service.
Super fast and very polite staff
Very efficient experience.
Great customer service!!!
Your scheduling representative was very helpful as well as the instore sales staff.Thanks for a smooth experience.Will definitely use you again.
It's been a few years since I previously rented a truck. I was truly amazed at the new levels of efficiency with the whole operation now. Both picking up and returning the vehicle was so quick I was a bit stunned, like: "That's it? I'm done?!" I had a great experience.
was in and out of there in 10 minutes or less was very easy everything was explained to me gave me a chart as to not over fill the gas tank which was awesome my drop off was in another county and they called to confirm I drop offall in all it was a good experience at a fair price
Great group of people, efficient...well done!
The way a rental business should be run.
The staff especially the female that works at the San Rafael office was so nice!!!
It was very easy and quick. Everyone i worked with was helpful.
Do something about the drainage. There was 3 inches of standing water in large parts of the parking lot. I was soaked up to my ankles; it seems like you could arrange for a slight slope, leading to a swale to hold the water.
Every where from loading of trailer on my truck to counter help was very professional and polite I would recommend this store to anyone who needs transportation of all kinds
Best U-Haul experience yet and I have been using your services forever. New van drove like a car, it was clean and I felt safe on the road. Crew at the San Rafael location was professional, both checking in, purchasing product and returning the van. I will throw you an A+ on Yelp. THANKS!
It's always hard to guess how much gas to put back in. Seems that there ought to be an average mpg, i.e., 15 mpg for that size truck, so if I went 60 miles, I'd put in 4 gallons.
Service was efficient and friendly.
They did not honor the price I was quoted online or the truck itself says. Exuberant charges and fabricated mileage. I will be on YELP if this is not fixed
Luis and his daughter working behind the counter were professional, efficient and courteous - best U-Haul experience ever!
Staff have more friendly precence & be more engaged in there duties ??
When you charge $0.99 per mile, the gas should be included.
We weren`t told that we had to number boxes and list all items to move overseas. We had to make a trip back to the States from Singapore to do this. We used a different company to ship overseas.
Everyone very helpful and courteous. Had rented a trailer but when I saw the U-Box opted for that instead.
Poor service and zero communication
The lock and hasp were torn off of my unit when I received it and there were a number of things missing from my U-box.
The manager was very helpful and even offered to let us have a lock in case we needed to lock up our U-Box in between trips as our lock had partially broken during shipment.
The Box itself is a bit expensive but our experience with delivery and pickup has been excellent and we wish to commend UHaul Delivery Associate Sandy on outstanding customer service.
Sandy the delivery person was the best part of all. She was super friendly and professional.
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.
I would recomend a larger size for a one bedroom/studio and and I have very few Items.
Well staffed and staff very helpful. Everything went great.
Slightly misleading saying it is $79.95 when it is $300 to deliver!
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.