Customer Reviews for U-Haul of San Rafael

Rating:

5.0

Absolutely love this location and its ability to help me with my business

Rating:

5.0

Great service as always. This time, I learned how to use the mobile app to check out and return our rental truck. It worked pretty well, but it was nice to have employees around to help me along.

Rating:

3.0

fit would be nice if the truck windows were washed. Since each customer essentially has to bring back the truck clean and filled with gas to the previous level most of the work is done. cleaning the window would be vry helpful.

Rating:

3.0

Even though the truck was “Ragidy” in the sense of the seat covers keep sliding off because the Velcro was worn out, the truck didn’t drive flawlessly up hill, the low pressure tire sensor was on the whole time - the location was close and price was right. So you get what you pay for. It wasn’t horrible, I just didn’t feel confident I was safe. So I made do.

Rating:

5.0

U-Haul location that I picked up the tow dolly at was very busy. But I still received prompt help and service with my rental. The agents were very helpful and nice

Rating:

5.0

Good service professionals

Rating:

4.0

Clean the outside better

Rating:

5.0

Very good all of them very helpful

Rating:

1.0

Better customer service on site

Rating:

5.0

The two men working at the time I was there were wonderful

Rating:

5.0

All went well.

Rating:

5.0

Exterior of vehicle could have been washed clean but this was a minor detail. The cargo van was a great vehicle to rent for my needs and will do so again on the next project.

Rating:

4.0

Drivers side door didn’t close correctly and was dangerous and distracting while driving this vehicle. Door was noisy and shuddered while driving - very dangerous and distracting. Original small van that I rented was “upgraded” to the next size van which I did not choose to rent. The van I rented was not available because the person who was supposed to return it was late. The upgrade was a challenge to drive along with the dangerous drivers door. I should have asked for a refund.

Rating:

5.0

good servis

Rating:

4.0

This is a huge lot, but there is zero available parking for visitors coming to pick-up or drop-off rentals. There should be at least a few slots for temporary parking, a 10-to-20-minute parking zone?

Rating:

3.0

I gor there when it opened. The young man who opened seemed a bit overwhelmed with me and then others wanting service. I felt he rushed thru my needs...basically take it and go...next please. not his fault...less service than needed on site

Rating:

5.0

Great service. Jose knew exactly what to do and was very helpful.

Rating:

4.0

I really appreciated the option of an after hours pick up when I was running late and even though I could use the mobile app for returning my cargo truck, a very friendly and helpful associate came out and checked me in extremely efficiently and I was on my way in about two minutes.

Rating:

4.0

Staff was not attentive and made me wait A Lot while no one else in store or lot; they were looking at their phones!

Rating:

5.0

Nothing much to add, make a reservation, and come and pick up the truck. Simple.

Rating:

2.0

Pickup was chaotic, Not enough staff. Took an hour to get the truck. SMS process to finish the vehicle checks is terrible.

Rating:

3.0

Upon return the intake employee tried to claim we drove an extra 20 miles further than we actually did. We had the UHaul invoice with the starting mileage but he said it was wrong and what he showed on his phone was correct. We had to go inside to the counter employee who realized we only drove what we actually drove and what it said on the invoice. Too much trouble to deal with when dropping off a vehicle.

Rating:

4.0

Have more than one employee in the San Rafael location

Rating:

4.0

Because the trucks were so packed together, it was difficult to take pictures of all sides of the truck.

Rating:

5.0

Connor was fantastic from start to finish - patient with me on the phone the evening before I collected my last minute rental the following morning. I was one of those people on the phone who asked endless questions to make sure I covered everything as I don’t like surprises but he very graciously answered every one of them with calm friendliness. He was there the following morning when I collected my truck and I saw him speaking on the phone with other anxious movers, answering all of their endless questions with patience. Ignore the bad reviews on yelp relating to a previous employee. He’s gone now but was probably not completely to blame for most of the reviews from unreasonable people who don’t bother to read info online or read their contracts before renting a truck. 5* to Connor and the San Rafael operation! My 10 ft truck was also a relatively new one and very easy to drive.

Rating:

5.0

Excellent service. Very easy check-out.

Rating:

1.0

Don’t gouge customers. A day rental shouldn’t cost $258.

Rating:

4.0

This truck was not as good as the ones I usually receive. The ignition switch was VERY hard for me to turn to turn on the engine. I am hoping for a better truck next time.

Rating:

4.0

For return, I followed app instructions. Went inside to drop off keys. Told to see associate outside to return. Wait for associate and he didn’t understand why I was waiting for him.

Rating:

5.0

Amazing service, especially from the man collecting the trucks. Super nice guy. Would definitely recommend you guys.

Rating:

5.0

Konor at the front desk was very helpful

Rating:

4.0

Konur was super helpful and friendly

Rating:

1.0

I was charged additional money on my credit card without authorization when i had already paid in full. I have been trying to contact the facility but keep getting the run around that there is no one there to help, i have been told this twice in the last two days.

Rating:

5.0

The whole self-return was really a pain. I get why you have it but, really, take 1000 pictures?

Rating:

5.0

Very professional and polite staff

Rating:

5.0

Louis was very helpful, well organized, and quick.

Rating:

5.0

exelent service servicio exelente

Rating:

5.0

Great staff, always helpful.

Rating:

3.0

Guy who helped me in the morning was a turd

Rating:

1.0

I have filed a formal complaint with Corporate headquarters against rude, aggressive , disrespectful l conduct t of employee julian who threatened me escalated a situation where I was parked in a valid handicap parking spot being told that I needed to move so he , an employee with NO handicap placard could park there instead. When I moved no parking was available His actions were inappropriate. He called me a bitch and was rude to the overall conduct of someone who respresents a corporation which is publically held and "OWNER" / General Manager "Connor" for misrepresneting himself as the OWNER of the business. I found him trying to de escalate the sitation but it came across as dismissive as if what that just transpired was not important, when I said I wanted the owners name he said it was himself I looked up on line and he appears to be a w2 employee making about 60-70k a year. ... as general manager. - ref # 5436286 they both deserve to be fired. we have never had a good experierince at this location all employees have horrible customer service skills. This site should have someone come down and fire the GM and definitley Julian. and give the employees a better understanding of what customer service should look like.

Rating:

5.0

Service is great and the employees are fast. At times understaffed.

Rating:

5.0

Exterior needed a wash. Windshield needed a good cleaning. The rest of the van was very clean.

Rating:

4.0

It’s really hard to pump gas into this specific truck.

Rating:

2.0

The inside of the box truck was dirty, with something very sticky. The outside of the truck was very dirty. The driver's side sun visor was broken, and the air conditioning wasn't working. I've rented from this location in the past, and the vehicle was cleaner and better maintained.

Rating:

3.0

Truck was so old and clunky and check engine light was on, door didn’t work well and driving it was so loud and awkward

Rating:

4.0

Very convenient. Got the job done!

Rating:

5.0

More customer parking would be helpful

Rating:

5.0

It all worked out smoothly. Our return was processed quickly.

Rating:

5.0

You should reduce the price of mileage. A dollar per mile is outrageous. But overall I love this location! Everyone was super rad and I loved the can!!

Rating:

5.0

The drop off went smoothly (TBH not that usual here). Today was easy and calm, the best experience I have had at San Rafael, and a very good Uhaul experience overall.

Rating:

5.0

Great job luis

Rating:

5.0

So easy and pretty convenient using the app. Although I am new to it.

Rating:

5.0

Efficient

Rating:

2.0

Truck was clean and capable. Return process has improved since March 2024. However your rep behind the counter has a terrible attitude. Young skinny guy. Should not be interacting with the public.

Rating:

1.0

I waited outside for 10 minutes when I brought back my truck -- while the check in guy continued to move trailers even after I flagged him down. I had to leave. When I checked my emailed receipt -- I noticed I got charged a $25 cleaning fee. When I called they said it was for a dusty footprint on the drivers side gas pedal. I need to rent a truck about 1 per month. I will never use this center again. Very short sighted by the person I spoke to on the phone. Lost continual business to try to scam me out of $25.

Rating:

1.0

Train your employees to be professional and friendly, th assistant GM Julian was vey rude and unprofessional. Needs classes in PR.

Rating:

1.0

Horrible customer service

Rating:

2.0

You gave away my reservation with no warning, the customer service was lacking and rude and parking was poor.

Rating:

5.0

The whole experience was great. Everything was so super easy. I loved my experience, and will definitely recommend to other people. The only thing that wasn’t very clear that I could self pick up once I was on the location. I tried to start the process from my house and couldn’t figure out why I couldn’t put in my drivers license.

Rating:

3.0

The check in process was slow and the app to report damage did not work well. The staff upon returning the equipment was unfriendly. The truck was old and at its useful life and the back shocks did not work well.

Rating:

5.0

Excelente, Thanks

Rating:

1.0

Serivce at this location which used to be pretty good has gotten poor. Poor staffing issues are at the heart of the problem.

Rating:

5.0

Appreciate being open on a holiday.

Rating:

4.0

Easy in and out!

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.