Customer Reviews for U-Haul of San Rafael

Rating:

3.0

Convenient, people were nice. The truck was filthy, a mess and smelled like a work crew.

Rating:

5.0

Nice people. Easy process. Smooth operation despite being busy.

Rating:

2.0

Don’t rent trucks that are disheveled. There were problems like one of the indoor wood panels came partially undone, crack in plastic in front of odometer, small tear in drivers side n when I finally got it on highway its alignment was off… they need to do better to test n repair their vehicles before re-renting them out.

Rating:

1.0

Staff at dropoff were unhelpful and unable to provide a receipt. Called 3 times only to be put on hold. Finally received receipt and was charged incorrectly.

Rating:

5.0

All the staff I met were friendly & helpful

Rating:

1.0

Julian who helped had the worst attitude humanly possible, been here a few times, had noticed it and figured he was having a bad day, this time around I figured this is just how he is, i get it its just u haul rental, but throwing back my license, talking the way he does is just cooked. Visor on driver side was hanging down because the inner clip was missing, and the truck was a mess. hard to think that whatever management there doesn't know how shitty this guys attitude is is hard to believe, uhaul provides a service that's normally quick and easy, this location should get this guy out of there because you can tell he just creates a hostile work environment even for the customers.

Rating:

5.0

Luis A is very helpful and always makes the process go smoothy!

Rating:

1.0

Misinformation- no accountability. Poor communication

Rating:

5.0

Nothing, everything was perfect. Couldn't ask for an easier or smoother van renting experience.

Rating:

4.0

Had to drop off my rental late (yep my move took longer than I thought) and the lot was easy to pull into, mobile app walked me through the drop off check list. Next time I need to rent I am coming back here.

Rating:

5.0

Great service both in gentleman greeting customers outside and counter person

Rating:

5.0

We had a great experience with U-Haul during this move. The phone system even worked for us! Extending a day was no problem. The return process was fast and easy.

Rating:

5.0

I made my reservations. online and when I got there at 9:00 this morning, it was ready to go. Paperwork was fast and quick and everything about the experience worked well. I will highly recommend it

Rating:

2.0

I had made my reservation to drop off the U-Haul in San Luis Obispo. When I picked up the truck, I was told that location was no longer available (with no explanation) and I needed to pick another location for drop off. I picked the next closest one on the map, assuming with no scale that it was just a couple miles further. After I left, I realized the new site was nearly 30 miles past San Luis Obispo, so it wasted an extra hour of my day in addition to added gas and return trip cost. To add insult to injury, I got charged for overrunning my mileage. Brilliant. As Jerry Seinfeld once said "You know how to take the reservation, you just don't know how to hold the reservation. And that's really the most important part of the reservation: the holding. Anybody can just take them."

Rating:

3.0

Need less equipment or a bigger yard. Employees very helpful

Rating:

5.0

Easy overall. Efficient kind staff.

Rating:

5.0

I returned the van with the correct amount of gas. The employee was checking things out on the vehicle turning it on/off multiple times. The system said the van was apparently “rented out twice” and he didn’t know how to complete my personal rental. Once he cleared things up with his manager he got back in the van, turned it on the final time and told me I did not fill the tank enough (as one hash mark had disappeared). I was charged $14 because of this. Absurd.

Rating:

5.0

Clean the interior of the vehicle. The window crank lever knob falls off so it's difficult to open and close the window. The shocks were not in good condition.

Rating:

3.0

A nicer office experience would be welcome. There doesn't seem to be much thought given to the design of the front desk experience. Also, tap to pay is pretty standard these days, but it is not offered as a payment option.

Rating:

5.0

Good vehicle, at a fair fee. Easy check in and out

Rating:

5.0

Luis at the San Rafael office was great. He was efficient and very helpful. He even facilitated the return of the vehicle in seconds and we were off. Great job Luis. Give him a raise.

Rating:

5.0

Staff was friendly and very helpful.

Rating:

5.0

Luis is great

Rating:

1.0

The clerk made total chaos with my drop off location and added one 40 miles from my home - although I have 4 within 3 to 10 miles. Now I have to deal with "wrong drop off location" mess and fee.

Rating:

3.0

annoying that insurance fee was more expensive for van than for larger vehicle. I rented a truck two days before and the insurance for it was half the price despite being a larger vehicle. I also didn't like that the mileage rate for the van I rented was more expensive than when I previously checked the date :(

Rating:

4.0

Me cobraron un fee de 25$ para lavar el camión pero tengo hasta las fotos de lo sucio que lo recibí. Más sucio de lo que lo entregué. Creo que tienen un guiso con eso porque en otros lugares no es así. Absolutamente nadie lava el camión antes de entregarlo eso es parte del alquiler. Siento que me estafaron con eso.

Rating:

1.0

Simply awful customer service on all accounts

Rating:

1.0

The workers are noticeably lazy, rude and really don't care about the customer service at all. They didn't even come help find the truck when it wasn't located at the spot they indicated and they simply do not value their jobs at all. Quite depressing.

Rating:

5.0

Really great staff at this location. Everyone there was very helpful.

Rating:

5.0

The only thing was that the truck and trailer drop off were scheduled at two different locations. That was very inconvenient after a long trip and I just wanted to be done with it.

Rating:

3.0

$19.95 a day is a big lie

Rating:

4.0

I won’t recommend any UHAUL to any one.

Rating:

5.0

Was fun

Rating:

5.0

Love that they had me park my car in front of the trailer right before starting my paperwork. Appreciate the current crew at San Rafael Uhaul! 👏🏼

Rating:

3.0

I would suggest for the manager to be on time when opening. The person that was on site ( in time ) even tho it was not his job in my opinion to open the store did everything right if not better than my expectations. Also I rented what I believe was the same trailer a month or so ago and had a faulty right turn signa, it was fine at the time as I did not need to go far or on the freeway. This time the same issue was still there but had to drive a lot of freeway and the issue was still there. Thanks to the person on site ( manager barely getting there) to take it on himself and troubleshoot the issue / fix it on the spot. The guy saved the day since it was the only trailer and I was on a very serious deadline. Without this man I would have missed all my deadlines even tho made the reservation almost two weeks in advance.

Rating:

4.0

I would say during busy hours, hire more people, so the staff that's working isn't overwhelmed and over worked. Example not enough on site workers to deal with a full house.

Rating:

2.0

Too busy to get any help and no place to park when it's busy. Plan on disconnecting your rental trailer yourself.

Rating:

1.0

The rental agreement misrepresented both the mileage and gas level; my friend was overcharged $50. This has happened before with a different U-Haul.

Rating:

4.0

More than one person handling customer check in

Rating:

1.0

The worst experience ever

Rating:

5.0

exellente

Rating:

5.0

The type of hitch we got has two metal rings that extend below box into which I insert my bike rack. Unfortunately, my driveway is on a slope and the rings scrape the ground when I back out. Can I have the rings removed or repositioned so they don’t scrape?

Rating:

4.0

No representative at the front desk.

Rating:

2.0

THIS IS NOT WHERE I RETURNED THE EQUIPMENT!!

Rating:

5.0

So easy. The rates cannot be beat. Easy in, easy out. I just used a cargo van to make a dump run (4 hours) so it was perfect. It couldn't have been easier or less expensive. The van was really nice. Power windows power steering back up camera side mirrors that fold in for parking. Very comfortable. I'll be back.

Rating:

1.0

This location was a nightmare. The lot was designed with a one-way entrance/exit, with no room to turn around, let alone with a truck and trailer. When I asked the staff for assistance they told me it was not their responsibility. Again, I paid nearly $1000 to essentially be put to work. This business is a scam.

Rating:

5.0

The van was well-maintained but could have used a vacuuming of the dash storage cozies and drink holder.

Rating:

3.0

The pick-up process was slow and inefficient. The agent had to keep repeating the check-out process (3 times) because each van they tried to assign to my rental had some issues. It was not a good experience. There was not enough staff.

Rating:

4.0

The U-Haul we rented was supposed to be full with fuel and it was not we had to stop in San Francisco to fuel up. This was not what I expected.

Rating:

5.0

My best UHaul experience todate

Rating:

5.0

Returning it was a pleasure to deal with the gentleman.

Rating:

1.0

van had engine warning light and tire pressure warning, only used van for 2 hours and returned it for no discount even though we are a frequent customer

Rating:

2.0

This location should have more furniture dollies available — they were out when I needed one.

Rating:

3.0

You need some road signage showing people how to get into your lot. It was very confusing and I got stuck in some parking lot trying to turn around. You actually have to go past the business to enter it. Google takes you to the exit instead.

Rating:

5.0

Nothing. Your staff is friendly and competent.

Rating:

3.0

Charged for fuel when I showed before and after photos of actual fuel levels. I will be calling corporate

Rating:

5.0

Super

Rating:

1.0

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

Rating:

4.0

Good experience overall.

Rating:

5.0

no comments

Rating:

2.0

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.

Rating:

1.0

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.