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

Overall rating:

Reviews without text are currently hidden. Show them shown. Hide them

Charles H.
Rating:

Need more customer service at check in

Sean O.
Rating:

Customer did not leave a comment.

Derek R.
Rating:

I was very happy with the service, my first experience of U-HAUL as I am new to the country.

Christiane G.
Rating:

Customer did not leave a comment.

charles B.
Rating:

there was no window washer liquid otherwise great service

Gabriela F.
Rating:

Customer did not leave a comment.

Allison S.
Rating:

Great staff on 2/22 in San Rafael. They assisted me in switching vehicles. Thank you.

William W.
Rating:

Customer did not leave a comment.

Glenn S.
Rating:

Customer did not leave a comment.

Lawrence C.
Rating:

Had to laugh, followed the signs to drop off the truck and trailer, person that greeted me said “you will need to back the trailer to where you entered” I laughed and said “How many trucks do you want damaged?” When I return your equipment to the U-Haul location and follow your entrance directions, it’s your responsibility to put the equipment where you want it, not mine!!!

Barbara G.
Rating:

Need more customer parking.

Carl G.
Rating:

Customer did not leave a comment.

Robert S.
Rating:

I was told that I would receive a receipt via email after returning a vehicle on Monday and have not gotten anything yet. Further, I was promised a refund or credit because I over-filled the gas - returning with a full tank, when I only needed to be at 50%. I do not know if that happened because I did not get a receipt.

Katy S.
Rating:

Great service from the team at this location. Everyone so helpful and courteous.

Glenn S.
Rating:

Customer did not leave a comment.

Dean P.
Rating:

Everybody outside was friendly when i went inside I was helped by jennifer and it was a horrible experience. She gave me the wrong information about my truck and gave me a hard time when I told her the gas was incorrect. I then talked to a friendly gentleman outside and he came in and helped me. She does not help and was very rude also was very bossy to her co workers I feel bad for any customer coming inside and is helped by her customer service.

Marilyn I.
Rating:

The charges for this rental got extremely messed up. I will not be happy until they are resolved. I have been using U Haul for over 20 years and they really did not do a good job this time.

Abby Y.
Rating:

Customer did not leave a comment.

Andrew B.
Rating:

Customer did not leave a comment.

Christine E.
Rating:

Very helpful

Mark D.
Rating:

Customer did not leave a comment.

Joseph M.
Rating:

Alex who works the front has always been an upbeat ,professional guy every time I've rented here, always through, even if I make in it their just before closing time to rent or return, I'm treated like the place just opened. that go's for Jennifer also (who actually runs back and forth to get info if needed, when its busy) Jose up front is also real Pro. when he served me also. even Jose outside is always a nice Guy and polite about where to park, etc. since sometimes it can at some times be confusing. Everybody's friendly and it's a good place to rent.

wendy D.
Rating:

Customer did not leave a comment.

William K.
Rating:

Customer did not leave a comment.

Elena B.
Rating:

Offer clients more parking on your lot. Very limited parking places to leave one’s car at this location.

James L.
Rating:

Slow counter...

HAROLD F.
Rating:

I was a walk in. I asked for a ten ft Van-19.95 special. I was told as I was a walk-in that there were no more that he could rent out that day to return to same location....which after talking to and it being verified from 2 different customer service reps-was a lie. I told him that on the outside I would be driving 100 miles. He told me that he was charging me 1.19 a mile. He told me that any of that I didn’t use would be refunded to me-I drove less than 50 miles. With the guy I was moving on the phone w me-I asked Juan-to be sure-if I would be refunded whatever mileage I didn’t use at 1.19 a mile-he assured me I would. Turns out the man is a liar and a thief-his name is Juan and he is the gm of San Rafael. I also requested a dolly-which he charged me for-and did not put in the truck. On top of this-there are probably 7 or 8 spots marked customer parking-but yet none of the customers could park because it was all employees in the spaces. I am pissed. I have been lied to and stolen from.

Timothy L.
Rating:

dolly light was taped up and a wire was electrical taped together on pickuo- and fell off during use. Hoping im not charged given its damaged condition on pickup. other than that the service-woman at counter was awesome.

Glenn S.
Rating:

Customer did not leave a comment.

Michael M.
Rating:

Customer did not leave a comment.

Bernadette L.
Rating:

Customer did not leave a comment.

Raymond L.
Rating:

Jose Hernandez An the young gal working at the desk who lives in Richmond are the best assets u have at this store

Gustavo G.
Rating:

Customer did not leave a comment.

David R.
Rating:

Customer did not leave a comment.

Susan H.
Rating:

Truck was brand new. Staff were accommodating and friendly. Would Hesitate to leave private car in their lot after dark.

Richard S.
Rating:

Customer did not leave a comment.

Glenn S.
Rating:

Customer did not leave a comment.

Thomas M.
Rating:

Customer did not leave a comment.

Jeffrey H.
Rating:

Knowledgeable and friendly service .

Davina B.
Rating:

Customer did not leave a comment.

Annie S.
Rating:

No parking at U-Haul both times, forcing me to park around the long block on less safe Kerner street, leave my car exposed in not great area and walk by myself around the block and then through a bunch of men hanging near U-Haul looking for work. This location is NOT SAFE for women, in particular. I talked to your staff about it and they indicated they are aware, agree and that the corporation plans to do absolutely nothing about it. Really unfortunate, I think.

nicolai H.
Rating:

Customer did not leave a comment.

Elliott H.
Rating:

The employees there have made several aggravating mistakes. Either better training or some accountability would be good. And this isn't the first occasion I've had problems with this location. Unfortunately, it was the closest location to me, and I was willing to give it the benefit of the doubt. I guess I should have known better than to use U-haul?

le Z.
Rating:

Customer did not leave a comment.

JP G.
Rating:

Customer did not leave a comment.

Dory L.
Rating:

Customer did not leave a comment.

mike A.
Rating:

Nothing everything was seamless

THEODORE V.
Rating:

Van was not super clean. The driver door had a pinch against the front fender. Can smelled like it was last used for transferring straw bales. The app kept crashing at the location due to insufficient signal or Wi-Fi. Suggest you upgrade Wi-Fi. Could not compete the return due to your system not accepting images and final mileage.

Mike W.
Rating:

Customer did not leave a comment.

Gary W.
Rating:

Customer did not leave a comment.

William S.
Rating:

Customer did not leave a comment.

Desanne M.
Rating:

I thought everything was great.

Joseph M.
Rating:

Alex was great and had a positive attitude,was very polite Great customer service will definitely be coming back

Michael W.
Rating:

Customer did not leave a comment.

Joseph S.
Rating:

Customer did not leave a comment.

Alexandra B.
Rating:

Customer did not leave a comment.

Jeff S.
Rating:

Customer did not leave a comment.

john R.
Rating:

Customer did not leave a comment.

Zachary K.
Rating:

Customer did not leave a comment.

Jordan B.
Rating:

Customer did not leave a comment.

MARILYN I.
Rating:

Have more people working the counter.

Paul V.
Rating:

Customer did not leave a comment.

Jose A.
Rating:

Thank you for being so very helpful!

Michael E.
Rating:

Customer did not leave a comment.

Salvador A.
Rating:

Customer did not leave a comment.

Owen M.
Rating:

Customer did not leave a comment.

alexis V.
Rating:

Customer did not leave a comment.

william J.
Rating:

I tried to rent the equipment on Wednesday but it wasn't available at a location close to me. If that is the case, why don't you allow people to pick something up at a further location and return it to the closer location for the regular in-town price?

John C.
Rating:

Customer did not leave a comment.

Sharon R.
Rating:

Customer did not leave a comment.

Shaun D.
Rating:

The customer service representative rented me the truck greatly understated the difficulty in returning the truck after hours. I said oh just logon and follow the instructions. They did not mention that it would be over an hour with several calls to customer service to try to change settings on my phone and take photos. I also failed to mention how I’m clear it is at this location of where to park the truck. Overall experience was very negative.

Robert N.
Rating:

Service and equipment was great. Thanks.

Paul N.
Rating:

Customer did not leave a comment.

Jim O.
Rating:

Customer did not leave a comment.

Richard A.
Rating:

Nothing

Alec K.
Rating:

Customer did not leave a comment.

Celedra G.
Rating:

Customer did not leave a comment.

Anthony P.
Rating:

Customer did not leave a comment.

DAVID S.
Rating:

I missed having a ramp on the ten footer. The staff was great. The whole process was extremely efficient. The truck was powerful and well- appointed.

Luis L.
Rating:

Everything is perfect

Adam B.
Rating:

Got charged an extra day when I shouldn't have been

robert K.
Rating:

We dealt with two employees. Both were excellent and we received our rental truck quicky/

Attila V.
Rating:

Website worked well this time for checkin and the staff on site were extremely helpful and friendly. Keep up the Good Work!

anthony N.
Rating:

Customer did not leave a comment.

frederick C.
Rating:

Horrible customer service. ULISES SPENCE-PAREDES was hungover, rude, and very uninformative. Employees on phones, hungover, rude and not knowing their job or equipment. Order was loaded wrong. Wrong dolly. Called customer service and they said that san Rafael branch had their call forward on and not answering calls. Upon return general manage JUAN ARREDONDO was rude. No help. Blamed customer for mess up. WAS OVER CHARGED!!! mileage and no gas leaving Horrible service. Bad management EXPLAINS POOR SERVICE AND LEADERSHIP WITH INCOMPETENCE w subordinates. WILL NEVER USE UHAUL AGAIN OR RECOMMEND THEM.

Alfredo C.
Rating:

nothing

Leonora B.
Rating:

Customer did not leave a comment.

Mary L.
Rating:

Customer did not leave a comment.

Ahsha M.
Rating:

The amount u haul charges for extra millage is ridiculous!!! Ended up paying $366 for a one day van rental because of the millage.

timothy W.
Rating:

clean well maintained van. easy phone reservation and helpful text confirmation.

Vadim R.
Rating:

Customer did not leave a comment.

penny M.
Rating:

Customer did not leave a comment.

Claudia N.
Rating:

Customer did not leave a comment.

Mcgavock B.
Rating:

This was overall a very good experience. They were efficient, easy to work with, courteous and the price value relationship was very fair. I like the fact that they sell boxes and other supplies at a fair price, not gouging opportunistically. I will definitely recommend this location if the occasion arises.

Nicole K.
Rating:

Customer did not leave a comment.

James C.
Rating:

Customer did not leave a comment.

Veronica D.
Rating:

Customer did not leave a comment.

Marsh G.
Rating:

N/A

Ingrid B.
Rating:

Van smelled bad - someone had been smoking. Answers we received from the staff were inconsistent, depending on who we talked to. people were friendly, even if not always able to help us.

Sandra S.
Rating:

I have used this U-Haul location many times and they are always EXCELLENT!!!

matt l. | Overall Experience |
Rating:

The overall UBOX experience was appalling. Would never rent one again.

Chris W. | Overall Experience |
Rating:

Good experience overall.

Jeannine R. | Overall Experience |
Rating:

no comments

MATTHEW P. | Overall Experience |
Rating:

Corporate, your locations are understaffed, no Management from Maine DepArture to West Coast, take care of your employees, they were incredible, but they must have engaged leadership to lead them.

JENNIFER B. | Overall Experience |
Rating:

store manager ignored me about the delay:24 hours which cost me $200 more for their screw up. no apologies no attempt to rectify. no communication. very unprofessional. was guilt tripped by staff.

jeff t. | Overall Experience |
Rating:

I ordered a U-box and was not contacted until 3.5 hours after the promised delivery time. I cancelled my order due to this and want to know when I will be receiving a refund for this

No reviews have been submitted for this location.

Back
To Top