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
There was one incredibly slow guy working there and a line of people waiting.
Great customer service at check-in. Thank you.
Your staff person at 7 am was great and very helpful.
Have more people working at the counter on the weekends!
Old truck..... Worn down. Time to upgrade the equipment. Service was great
Friendly service and well maintained equipment, it doesn't get better then that, good job Uhaul
No truck was available when I got there, since one hadn't been returned. While they tried to find me one in another city, another was returned, so I had that one prepared quickly and made it out on time. Moral of story, be prepared with a backup plan.
Monica (I think that's her name) was excellent with helping me out. Thanks!
Service was efficient and friendly
Pro: Huge store and great selection, very clean and neat and very friendly service. Con: Only one person working at this huge station, long line waiting.
Anselmo made the contract very easy and supplied me with a new truck and clear instructions. Smooth!
Got charged $25 cleaning fee for nothing! Will yelp a bad review. Man behind counter grumpy.Barely responded questions I asked.
my only complaint was the windshield inside was dirty but not obscured
The employee I dealt with was very helpful and totally professional.. and I told him so
Clean the inside of the vehicle - seats, steering wheel, dash and side door pockets. We cleaned it ourselves and it was pretty dirty as was the inside of the windshield. Windshield wipers were in poor condition. Otherwise things were ok. First truck we drove off the lot had a tire indicator light on. Location quickly gave us a new truck. There was a lot of confusion on what to do with unused pads. San Rafael first told us they would credit when we returned them that day. When we arrived that day, we were told the destination location would have to credit so we carried them with us. When we returned the truck the destination location gave us a credit but told us the originating location should have credited them.
I made a same day online reservation for a 9' van in the morning, picked it up in the afternoon to make a San Geronimo/SF run and returned it. No surprises. No problems.
excellent help with person attaching trailer
Very good, efficient service. Truck is not luxury but that is what I expected - ran well and was clean and comfortable and got the job done.
Re: maintenance of equipment above:
1. Side view mirrors would not remain in proper position. Wind from driving blew them out of position....constantly! Very unsafe.
2. There is a leak (yes it rained during my 1 day 10' moving truck rental) directly behind drivers seat, dripping down the back of my neck. EXTREMELY annoying!
Drew was great - very knowledgeable, very helpful, very personable. :)
Person at the counter was very professional and very pleasant.
Require the gas tank to be full for all customers. The 3/8, 1/2 tank variations are a hassle.
Everything went great. Thanks.
The gentleman who assisted me at the counter was very efficient and pleasant.
I really can't think of anything. Everyone I had contact with was friendly and helpful.
I have never used a uhaul before, so this experience was new to me. I received a call from uhaul the day before the move, telling me they didn't have a truck locally, but they have one 50 miles away..I said OK, what else was I going to do..we went to pick up the uhaul, the people at the pickup site were very nice and made sure I had been credited for the travel time, filled the uhaul gas..got us on our way.
Actually everyone was very kind. The difficulty for me was when moving I ordered 2dollies: 1 regular and 1 appliance, but the appliance Dollie was not inside the uhaul truck. It caused some problems, as we needed to move heavy furniture.
The gas gage did not work even though I put in 7 1/2 gallons for a 12 mile usage.
1 .)talk about bridge tolls( i paid.you paid. I repaid you) which means i paid twice.
2.)if i don't ask for any packing, hand trucks/refrigerator dollies don't have em in the truck.
3.) we most likely spent 14.00 more than we needed to on gas. You can lower that margin of error.
4.) you made more selling us insurance than you did renting us the truck. You can , if the customer has full coverage, let his company handle claims. So don't lie about that.
5.) did i like the men and women working there ? Yes.
6.) did they as men and women give me confidence to return ? Yes.
7.)the CORPORATE PERSON need to look in mirror and ask.What am i selling?
All was great. I hope you've cleaned up your Concord, CA location one of the worse years ago. Thank you!
I chose this location due to it having an after hours key drop as I had to travel for work Sunday evening. On arriving, the key drop was taped up with a sign in the window saying key drop not available until 10/29. No communication to this effect was sent to me. I had to change my work plans at great expense. I expect this to be addressed by uhaul
Very organized and consistent in response. Good communication.
Shop in middle of remodeling so may not be typical experience.
Great customer service... Keep on smiling. It makes a difference.
I always receive great service here, even at 7:00AM on a Friday morning, when everyone's had just about enough of the week.
Friendly customer service but they didn't mark off on any paper places that the truck had been damaged so it was a little worrisome. Also, it isn't very clear how to make sure the gas is at the same level upon return. And the lock on the back of the truck didn't work. Also, it's not ok to make the renter assume liability for the truck overnight when they are forced to park on the street because the parking lot and night drop are closed due to construction at the site.
nothing to suggest; they were already making repairs to the yard area
It was such a relief to easily move my reservations from Novato.
Employees were busy eating behind the counter when I came in. No one made eye contact no acknowledged me when I arrived nor when I literally stood in the line, right in front of them, for quite some time. There were 4 employees. Not a lot of class if you ask me
Extremely helpful personnel !
The wait at the counter when picking up the car transporter was long...only one person helping customers. Otherwise everyone was very helpful.
Good service, friendly; on-time & helpful! Good efforts, thanks.
This was one of my best experiences with U-Haul. I was renting a trailer and the service when I picked it up was prompt and efficient. The connection of the trailer was done most securely, and the return was quick and easy.
Excellent customer service !!
Drew Bates the local GM was fantastic. The Uhaul call center not so much. Numerous call center reps made repeated mistakes when transferring information to the local store. Those mistakes, (wrong dates, wrong credit card info, no call backs as promised to confirm pickups and delivery of our UBoxes) required that I drive to the local store numerous times to insure everything was worked out. If it wasn't for Drew and his team, Uhaul would have lost our business to POD along with everyone we speak to. Now we will continue recommending business to Drew.
Seems understaffed had to wait for more than 15 minutes to rent a trailer
The desk person was very fast and curtious as well as the return. I received truck, when I took off the back roll door was left open and the dolly which wasn't tied up flew out the back.
Busy Day! but only two staff were at the counter, so wait was 30 minutes to get truck. And I signed up for the "Express Check out"! Staff was pleasant to deal with in spite of the crush.
We almost missed our dropoff time but the staff was very considerate and checked us in even though we were late. That said, I do wish they allowed for later or overnight dropoffs.
I was overcharged $33.25 for fuel. Upon renting I was told to double check the fuel level. My drive out contract showed 7/16 of a tank, but the actual level was only 1/4 tank. I showed the disparity to an attendant in the lot, who marked and initialed my contract to show the correct fuel level. The vehicle was returned with slightly more fuel than the 1/4 tank I had left with. It appears the correction the attendant made in the rental yard was never entered into your system, and I was charged the difference between 7/16 and a 1/4 tank of fuel.
I called U-Haul this morning and spoke with a customer service rep. She was not very helpful. Remarkably, she basically told me it was my fault for not dropping the amended contract through the slot in the door when I returned the truck. Two things: First, there were no other contracts dropped through the door -- just keys. Second, had I dropped my contract through the door, I wouldn't have had it in-hand to be able to complain when they didn't make the change.
My telephone conversation with this woman was cut short this morning when the call abruptly ended. I am not sure whether my call was dropped or if she hung up on me. Either way, I have been overcharged $33.25 and do not know whether your customer service rep is actually going to start the process of returning the overcharge to my credit card. This is simply not acceptable.
Additionally, the vehicle clearly had a shifting problem, staying in low gear way too long while hauling just light household stuff.
John Starr 415 999 4046
I was not happy that I found out after refilling the van with gas that I would not be reimbursed for the extra gas I had put in the tank which was not full when I first rented the van. I should have been told when I picked up the van that there were directions in the packet they gave me showing how to refill only up to the level where you started. THis was a big waste of money.
This should be an example to Berkeley location
I waited more than 40 minutes in line even though I made a reservation and arrived 10 minutes early. I would expect to have had the location staffed per the reservation or to have a seperate line. When the truck was 1 minute over due I was called. When I returned the call I only got voicemail. This location needs some help.
Not enough staff to properly help clients. The staff could barely keep up with the demands on them although they did their best.
Very polite and helpful staff, well maintained and clean truck, easy in and out.
Thank you so much
Two of the guys really helped us out. Upper management was no where to be seen and really seemed to leave these guys high and dry. Seems like a lot of communication problems. When I first got there, my ubox was no where ready for me to pick up, luckily I had a flexible schedule and the guys that were there were veeerrry very helpful, if it weren't for them I would have been very unhappy with my uhaul services. They stayed overtime to get my box set up and ready for the next day. I really appreciated all they did for me. I don't remember their names but they were the only two people working the afternoon of October 1st 2015. I hope they get recognized for all their hard work. Thanks again guys!!
Customer service representatives could be more personable.
This was about the third or fourth time we've used U-Haul in San Rafael to move family members around the county. Folks at U-Haul always courteous, the trucks work well and the location is really handy to pick up day laborers who are willing to help with the moves. Yes, the day laborers are a plus, as far as I'm concerned.
Great customer service from John!
I went over before opening time and got in line, so it wasn't the 20-minute wait like last time.
Lowering the cost per mile. Renting a vehicle for a listed price at $19.95 only for one day..I was out of $85 dollars for going over
30 miles..The miles should be unlimited in my opinion. The listed price can be misleading. Overall good customer service.
Great service with Addison U-Haul in Twin Falls
Drop off this time took WAY to long. 40 min? Understaffed and customer service was poor. Seems like there was a staff shift
change happening, and none of the staff were happy, whenever you could find one.
I was charged for 1 dozen moving pads but did not receive them, I called the San Rafael location where I picked up the truck an hour before, I was not able to go back to get them so they said I would get credited when I dropped of the truck. when I dropped off the truck they said they couldn't do anything that that had to be credited back in San Rafael..... run around, classic. Also, I bought a lock (50al) but was charged for a 50l. my lock is aluminum, the 50l is brass. I would appreciate if I could get a refund for the moving blankets and the difference of the locks.
I signed for a vehicle with a full tank of gas. I drove no more than 50 miles and refilled. I stopped pumping at 6 gallons. Vehicles should be checked to make sure the tank is full and not just looking at the fule gauge.
Whoever works here needs to be better informed. When I ordered the trailer over the phone, a girl said I have from 1pm-7pm to return it. When my boyfriend picked up the trailer the guy told him he had 24 hours. The receipt said 7pm so we hurried and returned it. Then I get a call yesterday (a week after returning it) and someone asks me if I still have the trailer I dropped over exactly a week ago. So maybe some communication in this place is needed.
I love to quick check out at the end. Thanks for making my move easy.
It took 20-30 minutes to check in on Sunday morning, because there was a long line, despite my having filled out the online form to speed things up. In every other way the service was excellent.
The belt broke and although we got back to u haul, we didn't feel like we were properly compensated. We were not given a safe piece of equipment, it should have been more thoroughly inspected before renting out. It was a huge inconvenience, and a scary experience to be driving a truck that big with that kind of mechanical issue. I would like to speak with a customer service representative, I have used you guys for all my moving needs but was very unsatisfied with my rental experience today- both the truck and the customer service we received.
Truck was fairly clean, and well maintained but smelled of cigarette smoke. It was barely tolerable for non smoker.
Everything was great. Thank you!
Make sure the confirmation email is correct. I had ordered a truck to pick up at 7:00 am and my email confirmationa said 12:00pm. I had to call the main customer service number to correct it.
Very well run location. Obviously busy, but efficient. Saul Godinez(?) was pleasant to deal with.
Was told the truck I was in had very low amount of gas in the tank. Requested to have another truck with more gas in the tank but was denied for reasons such as "it would take too much time", "the computer won't let me do that" and "we'd have to go out onto the lot to find one with more gas". There were many trucks in the lot and it's likely the first truck they'd look at would have had more gas in the tank then the one that they were offering me. I was the only customer at the facility at the time so I don't understand why it couldn't be checked.
You guys are great! This is the second time in the past month we have rented a U-Haul and the customer service at U-Haul of San Rafael is superb. Thank you!
I rent a trailer every year ... Sometimes even a few times a year. Great service.
Rental van was filthy on the outside. Both times I entered the store, not a soul was inside. Staff, when they did finally show, was friendly, however.
I've rented here several times & have always had great experiences.
The staff was extremely helpful both when checking-out the equipment and upon returning it. The staff showed us step-by-step how to safely couple and uncouple the trailer, cross and take the slack out of the chains, etc.
The girl who checked us out was extremely nice, answered all the questions, it was a pleasure meeting her!
It is very annoying to rent a large uHaul truck and have to fill the gas up immediately. You should at least have the tank ready to go without making the first stop out of the building to get gas.
Years ago I was there and the service was slow and many customers were impatient. But the last two times I was at that location the service was speedy and friendly. Management change?
Faster check-in and service. Service is very slow. Phone system was down for 2 days and manager didn't even know or seem to care.
We rent a trailer twice a year. One of the rentals is always on Labor Day. This is the third year in a row that the reserved equipment was not available when we arrived to pick it up.
Efficient experience. No issues.
Great customer service and extremely helpful employees. Thank you.
I love that truck have full gas tanks. Makes it so easy to put fuel back to level received.
U-Haul trucks in the past were old clunkers and yet the last three rentals were newer vehicles with low mileage. I feel safer in these newer truck/vans.
Somebody deserves a pat on the back for turning your company around.
Great place ! excellent service. I can't think about improvements. Perhaps a coffee pot or machine somewhere as we are waiting?
I had a horrible experience. I ordered a ubox from San Rafael going to beaumont TX. once it arrived in TX, i picked it up and unloaded it a few days later. For months after that people called me from CA and TX thinking I still had the ubox and charging me for storage which I never got. No one knew what was going on and apparently their computer system doesn't work since no one knew what was happening with my order. it was a lot of money for a lot of trouble. I won't use Uhaul again.
The 2 workers hired to move the Marin Airporter terminal to its new location were excellent. The truck rented for the move was is very good condition too.
Smooth move, thanks for the truck!
Incredibly rude employee who checked me. Would never rent from this location again. Was treated like a second class citizen. Just very poor customer service. Super disappointed.
The size truck I reserved was not available when I went to pick it up. I had to take a much smaller truck which required me to make two trips to complete my move. Having to make two trips because the size truck I reserved was not there cost me hundreds of dollars in increased labor costs!
Wash the truck! Filthy and smelled bad. Water shortage no excuse. Price turned out 3times advertised rate.
very nice and helpful people
staff is very unfriendly.
Since people renting vans and trucks are usually tired, stressed and in a time crunch because of moves or other large jobs, a cheery demeanor would be welcomed.
Also - every customer should be provided either a lesson or a written list of the vehicles basic features - gas tank, radio, air, door locks , etc. .. .
Reserved a 15' bed truck. None available due to late returns. Had to use a 10' with subsequent double mileage. Monica gave me a discount for half the mileage and was very helpful in finding a solution. Hire more people like her and promote her. Made a potentially frustrating experience into one where I am recommending the location.
My third rental last two months. Very good service each time.
The young gal that helped me was attentive and superior customer service. When I returned the trailer it was a bit confusing but the same gal that attended me was very sweet and gave me 100% customer service
Great experience. Love the new equipment: Transit Connect!
Thank you Saul for making our experience easy! And taking great care of us. Excellent customer service!
I rented a pick up only 1 month ago and preregistered for the next rental, but check in took way too long. You should have an express check in for returning clients.
The exterior of the box van was dirty.
Great service. Very helpful! Thank you
Find a way to better connect your online service to your stores. There seems to be some kind of lack of communication between the two. Making reservations online dose not seem to hold water that well with the stores (i.e. trucks go out regardless of the reservation). The store did well in getting me a truck regardless of the lack of communication. Over all pretty happy.
I have been a U-Haul customer for many years. The store in San Rafael on E. Francisco is First Rate.
I'll be back.
have the vehicle I reserved ready on time, not 30 mins late when I have to wait in 99-degree heat for you to find a vehicle.
The owner was awesome. Extremely courteous and helpful.
I was lost and called your customer service number for directions. she did not know anything and referred me to an emergency road help number. which was a RECORDING! SO NOT HELPFUL!
otherwise, very helpful personnel in both locations.
Friendly staff. The only complaint are the guys asking for work outside the building.. As a woman traveling ALONE - this is NOT COMFORTABLE.
Great experience with great help. Thanks.
Excellent customer service. Truck ready on time. Return was easy.
The guy who checked me out was extremely rude...if I didn't need the truck I would have walked out.
You need to buy more equipment 26' trucks and give people what they reserve.
They need to have TWO staff at the counter, most especially when there is a line of two or more.
Great customer service at the front desk!
Great customer service. We used the online check in and once we got to the location the checkout service was fast and efficient. I would highly recommend this location.
Quality of staff was excellent. Quick & efficient.
The truck was clean, but there was a tire warning light on when I picked it up.
Everything went very smoothly. We checked in quickly, the truck was ready for pick up, and the staff showed us all that we needed to know about the truck we rented. Very good experience at this location.
Excellent customer service at this location. Would highly recommend it to all my friends.
The truck I was rented broke down.
The guys who came to load were great. The U haul staff and service were a disaster. Plain scary.
Michael Stanford not Sampford as above
Saul helped me and he was great. Courteous, informed, very friendly.
You guys are great. Love your website.
Reasonable prices and good vehicles. I always rent here.
Friendly, expedient, and knowledgeable.
We needed another truck within our designated time frame and we got one but we had to pay for another cargo van. It should have been comped, free.
Maybe have some more people man the sign in booths. Other than that, nice people and good service: keep doing what you are doing
People dropping of the truck were late, so I had to sit around for a couple of hours...the staff was diligent in calling to try to get the truck. You may want to put a small table and chairs so people waiting can have a place to sit.
John, the office worker in San Rafael who helped us with the cargo van rental was excellent!! He saved the situation by being very flexible and creative considering the offsite phone reservation person essentially lied and made a reservation for a truck and time that did not exist. I assome the phone reservation employees work on commissions driven by the number of appomemts they make. Problem is they make promises the on site people can't keep and therefore sets them up for failure!
service was fast and easy!!!!!!
Great staff! It's always a pleasure to work with this team!
The equipment was faulty. The parking brake was broken and the truck rolled Down a hill unattended. If not for the speedy action of one of my labor chasing after the truck, climbing through the window and applying the brake property would have been demolished and likely someone would have been hurt. Time to RETIRE that truck from the fleet.
A chair was smashed when the box arrived. Almost beyond repair
Lock on one box was destroyed. Person that referred me had lock ripped off door. I am seeing a pattern.
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 :
You`re lucky to have Drew as an employee.
Box was not delivered on time. Staff was extraordinarily unhelpful and had no idea when the box would arrive. Absolutely terrible experience.
General manager Drew was outstanding to work with
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.