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
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.
The man in the yard was very helpful.
Everyone was very courteous with me. It was a great experience.
Incredibly easy and efficient rental service! Online check was a real time saver.
truck was old, needing serious engine/drive train repair, dirty truck in/out, little to no power driving down freeway.
i dont think i will ever use Uhaul again. i had two trucks cancel on me, i needed to move items for a memorial for a marine that passed away. i was late because of the poor Uhaul service and poorly managed motor pools. i made two different reservations that failed. one i get but two, the second being the day of the event 2 hours after i was supposed to pick the truck up is not excusable. i can say it simply that i have no trust that Uhaul can provided service that is anything other then sad.
Truck was ready and clean. Much better than my last rental. Everything worked well.
Excellent expierance !
Very nice employes!
What a plesant suprise this uhaul location was !certainly not the typical uhaul expierance
Friendly, knowledgeable and courteous.
Your customer service is excellent. Everyone is always helpful. John at the location left me the sweetest message during a very stressful time. I so appreciate the grace period to get my truck back after a very stressful week. I am impressed that real people answer the phone and that there isn't much waiting. Very caring people. Thank you.
Don't place the furniture pads and hand truck in the truck taking up space and tell the customer that you can't do anything about it when I say that I need that space for my furniture. Your representative said that he couldn't remove it, and if I did, I would be charged. Ridiculous.
Manager Drew was friendly, professional, & very well organized.
want to give manager Drew huge compliments. rented a trailer and had problem with the brake light wiring. He promptly cut and capped my wires to working order and i was on my way. thank you Drew!
Prompt service. We had to wait for a rather long time before anyone showed up at the counter.
I was told it was .79 cents per mile, then was charged .99. Told to put gas in to 3/4 tank mark- which is difficult to do, so filled the tank. Then when turning it in and asking about this told there was somewhere in the small print about the gallons- would have been nice to have been given this information BEFOREhand. Won't go there again
The staff were nice and accommodating. Thank you.
The derive was excellent as always from this location, Drew is the man when it comes to helping his customers, as I stood in line I heard him resolve 3 other problems with ease that were stressing out other customers. By the time I left, myself and all the other customers were super happy with the way everything was handled and in a timely manner, I will definitely use this u haul location again, I can't say the same for other locations as I've had a lot of bad experiences with u haul and there customer care line, but I know when in arrive at this particular location I will be taken care of, Thank You!!
Drew was helpful and efficient.
Very happy with the rate. Equipment was perfect for my job.
Everything was great BUT, I feel $1.19 a mile is excessive.
the 3 people I interacted with were very efficient, polite, helpful and made the process of renting the u haul--checking in and checking out--very easy and pleasant.
thank you very much to all of them for great service
are unfriendly and captious
Good job. Drop off done quickly, no time wasted.
Explain that "safe tow" will be charged each day, It was a unexpected charge for the 2nd day but not the fault of the gal who checked me in because originally I was to rent for 1 day.
But the gall who checked me in was absolutely the tops, efficiate, fast and nice.
The guy that help me was doing a lot ,but the time to hook me up with all my stuff .I was not on A game he stuck it out with me Thank you . he wares dockmortens and is white and short. Thanks . not short when comes to serves
Excellent, helpful and friendly customer service. Thank you so much.
Build future appliance dollies out of aluminum. Uhaul dollies are heavier than hell.
Was great customer service. Friendly staff. Thank you.
Very organized and efficient. My truck was ready to go.
The Latino guys looking so desperate for work were a little scary for me. I don't know what can be done about it and I feel sorry for them.
Nothing. All great..except credit card mistake...so billed wrong..or machine or human did mistake.i caught it..he corrected it..
Nothing that I can think of. Staff was extremely helpful and personable.
Thanks so much. I wouldn't rent from anyone else.
Great customer service and a super easy pick up / return. Easiest van rental ever, and totally affordable rates
Monica was great and very fast getting me in and out very quickly.
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.
I have given U-Haul of San Rafael high ratings because this was at least my third time renting from them in the past three or four years and it has gone relatively smooth each time, but particularly this time with your computerized appt. and early check-in! The mileage was a little hard to gauge, probably because I do not use GPS, did not consult a map, and made a guess, but it did not cost me very much more for the mileage. All nice young people working their Dec. 21!
Very good service. On time, courteous and prompt. Thank you.
Deliver vehicles in the city in which you promise them. I was promised a truck and auto transport in San Francisco but had to drive all the way to San Rafael because that promise was not kept. I was also promised a $50 reduction in the fees as a result of this inconvenience which also was not respected. That just sucked.
Always a great experience hiring from you guys. Thank you!
Having to leave the dolly and pads in the truck to take up space is false advertising. They take up so much room and space you're not really getting as much space as advertised. This is a very shady tactic and a reason I will consider other options to rent my truck next time. Uhaul should really change this policy and allow the dolly and pads to be left at the uhaul location if requested by the customer. This is ridiculous
Nothing to improve; everything went smoothly and as expected. I'll be back
This is the best location to rent trucks. Family run. Nice, smart, and efficient. Can't get any better than that!
Huge improvement over the last time I used this UHaul -keep it up! Thanks
The trailer electrical went out once the trailer got wet. It shorted out the instrument lights and the taillights in my vehicle by blowing the fuses. The trailer lights also did not work. Went through a ton of fuses trying to identify the problem and ended up driving in the dark without lights. Wasted half the weekend either stranded, going to the parts store for fuses, or waiting for friends to give me a hand. Only before returning the trailer did I realize it was the trailer's electrical causing the problems - each time I hooked it up and it started rolling/moving it would short out and fry my fuses. Looking underneath the rear of the trailer there was a bunch of soaking wet electrical tape spliced wires for the rear license plate lights. Horrible experience - I called your 1800 number and they never called back. Hope you fix it before renting it to someone else.
Yes, I had figured the load very carefully and used the dimensions supplied by U Haul on line for the size of the inside of the truck. The numbers are not accurate. There is a little space where the rear door hangs down precluding a full box from being stored consistent with the dimensions published by you. I have to make another trip to get the remainder of what I was supposed to pick up.
Everyone very helpful and courteous. Had rented a trailer but when I saw the U-Box opted for that instead.
The team made it a very easy and simple process.... thank you
I dropped off my trailer mid morning, but it wasn't checked in until mid afternoon, coincidentally about thirty minutes after it was due back. It was raining and I didn't need a receipt so when the uhaul rep said I was through, I left. They charged me for an extra day, I guess they thought I wouldn't notice.
The corporation, not the local representative, could not keep my order straight. The number of email, text messages and phone calls I received about the wrong place to deliver the truck, the wrong day to return it and the overall confusion about my order was truly unbelievable. The icing on the cake was getting an email with extra day and mileage charges after being told there would be no more charges. I will seriously think twice about renting from UHall again.
truck had leak. gas was not as full as indicated on contract. gas fuel guage was faulty. no blankets were provided, even tho paid for in advance and contract confirmed should be there. not at all satisfactory experience.
4pin adapter from last rental a few years ago was burned out and replaced free of charge, even with the attendent and myself being injured in the process of removing burned out adapter, very friendly and helpful
I have reported my incident through both the Haul Facebook and Twitter accounts to report how disgustingly filthy my rental truck was. I am waiting for a response to a credit. I have rented six trucks in two years from this location and in ever case, the trucks cargo holds are filthy with disgusting and vile sticky substances that get all over my cargo. Haul rides my ass to insure that my truck rental is returned in perfectly clean condition and somehow I always get trucks that looks like that have been soaked with medical waste and gobs of seminal fluid. For shame Uhaul!
Your policy is misleading and charges far more than suggested. Your staff is rude. I had a negative experience with your company.
Made the day easy. Thanks.
Cody and Anselmo were great! I have rented far too many moving trucks and this was my best experience by far. Cody and Anselmo were both very nice and friendly and went out of their way to help. They made it a very good experience. They were so nice and good at their job. These guys are really great.
The one clerk processing check-in was fast, efficient, friendly & knowledgeable...
Very happy, truck had under 12,000 miles on it so was in excellent condition. Good experience.
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.