Mobile check in was time consuming plus I ended up having to go stand in line TWICE to pick up keys and then again because mileage was wrong. It would have been much faster to just check in inside, so please let other customers know that mobile check in takes more time, not less time than counter check in. Also, I was harassed twice by the large group of day workers by exit gate.
Pierce BuxtonCustomer Reviews for U-Haul of San Rafael
Testimonials From Recent Customers
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.
Luis is great. Sonia the man in the yard with a ponytail
Neal ZimmermannStaff is friendly and helpful
James FraserThe line was extremely long to get the rental and very slow. It seems like they could be a lot more efficient and how they check people in. Especially people with reservations. The guy outside was fantastic. He’s the one that helped us hitch up the trailer.
Linda PalermoYour crew made it easy
Robert AndersonThey charged me $60 for a bit of soil that they could have swept out in 5 mins
patricia koppI got completely scammed. I was told that the vehicle was given to me with full gas and to return it with full gas. When I returned it I ended up filling up way more gas than I had used. I brought up the issue with the employees who were not helpful. I am very upset and will be pursuing further action.
eli kempBig thank you to customer service and the two gentleman working the front desk getting everything ready and answering all the questions possible. They’re patient and polite.
Patrick PereiraI left some tie-downs, cinch straps, 2 containers, and some tarps behind the seat in the truck cab and it was all thrown out or taken by staff. I can't imagine good equipment was thrown out w/o workers taking it. THIS IS BAD POLICY!
EDWARD COLLINSWay too disorganized and overwhelmed. Got my rental with garbage from the previous renter. Ask for a quote for a certain day and they will give you a quote. They won't check availability first. So why get a quote for equipment they don't have?
JOSE VELAZQUEZAZAMARI always remt here because of the great service
Doug KellySan Rafael is an hour away from Menlo Park. All off the closer facilities said they did not have the equipment when it was time to go, even though they said they did when I made the reservation.
Patrick GardnerSecond empoyee I spoke with over the phone was rude and clearly didn't give a damn about helping me out by showing up a little early for my rental. The truck was dirty inside and out. Leftover articles from the previous renter were there. Will avoid Uhaul from now on, if at all possible. I'd fire the guy I talked to if he worked for me! Wish I could tell you his name.
Michael WirrickGreat customer service. Van was pretty dirty.
pamal wallachThe manager is terrible. I called him to extend the vehicle and he said he was busy and he would call me back. He didn’t and 3 days later he hadnt called me he calls me and harasses me saying there are no trucks etc. I webt to the lot and returned thr truck immediately and there was over a hundred trucks maybe. He is an illogical and annoying manager. It took a very long time also to get the car. He keeps saying negative things. The location would be better if he were fired.
Onur GundayMatthew and his colleague were both very helpful getting us checked out and on our way.
Kurt WesselsThe interior of the cargo van, where people sit, was not clean, especially the windshield. When the sun was glaring it made it difficult to see. Used the windshield wiper fluid and wipers which did not help. I believe the interior of the window was so dusty and/or the buildup was so bad on the outside the wipers couldn't make a difference.
stacey nortonVan was dirty on the outside, and some minor damage wasn't marked. This could possibly cause problems for future renters.
Ron RobertsThe customer service at this location has always been wonderful. This rental was for a private school trip to Tahoe in blizzard conditions. When we noticed that the tires were a bit worn for snowy conditions, they very quickly prepped another van for us. Their vans are in far better condition than those that we've rented from the local Budget Truck rental place. The staff was very helpful and friendly. No question, this is where we'll continue to rent from in the future.
CAROL FINNEGAN PISETSKYEverything is good do not change!
PORFIRIO BANUELOSAssist first-time U-Haul app users so they know if documenting additional pictures won’t pause or cancel the reservation. I wasn’t sure how specific to get on damage I could see (dents) when they weren’t highlighted on the very broad pre-rental pictures of the equipment. It was very easy to do but some guidance would have made me feel less anxious.
Erin HankinsStaff absolutely courteous and efficient.
Martin GuajardoRented many times from the San Rafael team. Always a great experience.
Harry CushI was at the San Rafael location a month or so ago to rent a car dolly. I had made reservations days in advance. I arrived at 6:20pm for my 6:45 reservation. I waited for 30 minutes to be helped at the front desk I was standing right at the counter waiting while the 2 employees we’re having a private conversation and then when they finally asked me what I needed and I told them I had a reservation and they said sorry it’s to late to hook up a trailer for you. Time was 6:47 or so. I told them that the time was available on the website but they didn’t want to help me. I was the only customer and was there for 30-40 minutes waiting. I was very upset. It completely messed up plans I had made weeks prior. But yesterday I went to pick up a truck n trailer. The guy at the counter was super friendly and helpful was happy to do his job. He was the only one working the counter ad had multiple people in line. He was efficient and courteous. Even tho they are extremely understaffed.
Anthony RasellaReally bad service the guy at the front desk was racist!!! Stupid person!!!
Jesus orlando PerezThe entire rental process was incredibly smooth and efficient - from making the reservation on the app to drop-off after the rental, the folks at U-Haul of San Rafael were friendly, helpful, and professional - and I would highly recommend them and rent from them again in a heartbeat…!
ERIC FISCHERNothing - super easy, staff well informed and friendly from the first person who helped me to the last who checked the van back in…. So nice to have a pleasant and relaxed experience in the middle of a move. Thank you!
Ellen BaxterEasy in, easy out. Friendly staff.
matt mcConeService is extremely slow, yard help would barely help me disconnect the trailer and was rude. Cannot recommend this location.
Charles GaetaniThere was just one person checking in drivers in a busy time of the morning, around 9:30, with a substantial line. It would be better if you could have one other person working at that hour
Don ClarkTrailer gate was not the correct size. Customer service was poor.
Caleb EverettI found the rep at the desk to be excellent. Super polite, very informative, patient and able to answer any questions. GREAT!
Heidi EngelbrechtenExcellent customer service. Helpful, efficient, and a pleasure to work with. Clean facility. Helped me purchase a lock for my unit and everything I need to use it including downloading the app, helping me set up a password, explaining the key code for entry to me, showing me my unit prior to the paperwork, informing me of the hours for access. Excellent employee highly recommend.
Sarah ThompsonMy rep was efficient, knowledgeable and very helpful. I give him 5 stars!
Gisele CrowtherVery helpful employees. One source of frustration was I reserved a certain size trailer about 6 weeks out, then I get a call one and a half days before pickup saying this location won’t have what I reserved. I either had to go all the way to Richmond, cross the bridge twice OR get a trailer almost twice as Big and at twice the cost. I already had helpers set up to help load and unload donations, so I was forced to rent the more expensive and much larger trailer. Not cool. But again, the employees were very polite and helpful
Sean O'LearyNo comment; very pleased with the experience.
Grace MortonEasy last minute rental. Super friendly staff. Great truck. Just wish the location had more customer parking.
Jason Johnsonnothing -- all was excellent
Robert WestNeed more than one person to help customers and a few more customer parking spaces would be helpful.
Dennis HiattThe ramp opening is smaller than the advertised trailer width. Useless.
JAY HAYNESAdvise them of the 25$ Cleaning Fee. Total ripoff.
Enrique de la HuelgaEasy peasy.. Thank you!
Jennifer ManiarMayport Florida store keeps trying to bill me. I returned the U-Box on Jan 24 - one day after I picked it up. Mayport keeps trying to charge for storage. They have no idea where their U-Boxes are.
William CosgroveI do not recommend your service to anyone and I will never use another service from you again, because you did something very dishonest to me, I paid for a service on December 11th to January 11th January 11th to February 11th two months I was paid for both months, you changed the payment schedule date to benefit you, you changed my payment date from the 11th to the 30th, you didn't communicate with me, you didn't tell me anything and now you are charging almost 194 dollars Since I had to pay until February 11th to be able to remove my things, I removed them before the date, you charged me for the month of January the amount of R$ 175 dollars which was the amount I rented the Storage, and now they want charge me 194 dollars for a month that I will no longer use and that is absurd or rather a robbery
Tiago TavaresdeJesusThe hitch did not properly tighten on my 2" ball causing it to be loose and to create a big banging sound while driving.
Ronald PerkesI was very happy with the newer model PU. Very nice and comfortable.
Hendrik van NoodGreat experience. Everyone was very helpful, and the equipment worked great
Matt MonpasSUper easy, super clean and friendly and bathroom was really nice and clean as well!
Martha TuescherWhen checking the truck out, the attendant did highlight important items, yet 'never' explained specifically where I needed to fill the tank up. I'm 75 years old and didn't have my glasses with me. Upon returning the truck, I was assessed $18 because the tank was only half full, not 5/8 full. I was too tired to put a couple of added gallons in the tank at $4.37/gal. I think it needs to be explained a bit better, as in saying, "You must fill it to 5/8 full" orally. The copy received also did not show the numbers clearly. They were most 'tiny.'
cynthia seidMy favorite UHaul!
Harry CushSee above comments.
Patrick MarshallThis UHaul is awesome. I highly recommend this location and staff.
Lisa BrowneI did an after hours drop off. So it was simple and no interaction other than parking the truck, dropping the keys and following the drop off instructions.
Brian SadlerWish you had more 17 footers
Simon SnellgroveNone. Luis and Luis were fantastic to deal with. Kind, friendly, attentive, efficient. Great team!
Patrick MarshallThe young man who rented me the truck with professional and courteous.
michelle bryantGreat communication via telephone that kept me updated on my reservation and possible equipment shortages. I ended up having to pick up a truck from a different location but was informed a week before of this possibility which reduced stress. I was also able to return the truck to a closer location that was not listed on the website when I made my reservation. The agent at the 4370 Palm Ave San Diego, California location provided exceptional customer service not only to me but the other customers waiting at the Postal Annex. I love UHaul, especially the staff at the San Rafael, California location, as I have been a customer of their’s three times in the past 6 months. Also, many thanks for having moving companies listed on your website. This is a great addition. I have used the service once and it was a wonderful experience.
Tiffany FulgoniI really couldn't suggest anything to improve. Always a great rental service and affordable compared to a rental car company. Thanks.
erik knutsonMore thorough inspections of vehicle -- tires were balding and unsafe to drive; was barely able to make it to the house we dropped load off at due to tires slipping out on a road which was not even wet. Would be extremely dangerous to drive vehicle in current state during rainy conditions. Major safety hazard - I recommend taking this vehicle out of service and replacing tires immediately, especially given time of year and incoming weather. Other than that had a great experience; check out / return was easy, nice folks @ the uhaul center in san rafael.
Peter RossThe overall UBOX experience was appalling. Would never rent one again.
matt langford | Overall ExperienceGood experience overall.
Chris Woodington | Overall Experienceno comments
Jeannine Reynolds | Overall ExperienceCorporate, 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.
MATTHEW PINEO | Overall Experiencestore 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.
JENNIFER BENITEZ | Overall ExperienceI 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
jeff tyler | Overall Experience