Customer Reviews for U-Haul of San Rafael

Rating:

4.0

Everything was fine. The truck was clean-ish. Water stains, etc on the exterior.

Rating:

5.0

Great staff!

Rating:

1.0

This was THE worst customer service and moving experiences I have ever had — and I say that as someone who has been renting U-Hauls for over 10 years as part of my staging business. I specifically reserved a 20-foot U-Haul in advance and clearly explained exactly what I needed. I initially received a confirmation for the 20-foot truck I reserved, and then the next day they had changed the reservation to a 10-foot truck. Concerned, I specifically called the San Rafael location the night before my move to confirm that everything was set correctly for the 20-footer I originally requested. I was reassured and told everything was confirmed and ready to go. I RECEIVED A MESSAGE FROM UHAUL REQUESTING A SURVEY ABOUT THE GENTLEMAN THAT I SPOKE TO NAME JOSE AND I GAVE HIM ALL POSITIVE REVIEWS. Then when I arrived the next morning, I was suddenly told that this location “doesn’t even carry 20-foot trucks” — only 10-foot trucks. How does a company confirm and reassure a customer the night before that everything is set for a 20-foot truck when they supposedly don’t even have them available? As a professional stager, I coordinate moves, furniture installations, crews, and tight timelines constantly. Because of THEIR mistake, I was forced into a completely inadequate 10-foot truck while paying movers by the hour. What should have been a straightforward move turned into an exhausting, expensive disaster involving endless unnecessary trips back and forth because the equipment I reserved was not available as promised. We had to make what felt like countless extra loads all day long, costing me substantial extra money, time, and stress. And the truck itself was an absolute piece of junk. The window crank/lever kept pulling off whenever you tried to roll the window down. The vehicle drove horribly — once you hit around 30–40 mph, the truck would start bouncing up and down like you were on a roller coaster. The back of the truck sounded like a full-blown thunderstorm the entire time while driving. It honestly felt unsafe, poorly maintained, and miserable to drive for an entire day of moving. To make matters even worse, after the long nightmare day was finally over, I returned the truck and placed the key in the designated lockbox. About 10 minutes later, a rude employee called me aggressively asking where the key was. When I explained that I had placed it in the lockbox, I was reprimanded and told I “should have handed it to them in person.” I then tried explaining the nightmare experience I had just endured all day because of their company’s mistakes, the extra labor costs, the endless trips, and the terrible condition of the truck — and instead of apologizing or showing even basic professionalism, the employee literally hung up on me. No apology. No accountability. No concern whatsoever for the chaos, stress, extra labor costs, and inconvenience their location caused. This entire experience was disorganized, inefficient, stressful, and deeply unprofessional from beginning to end. After renting U-Hauls for more than a decade, this was by far one of the worst experiences I’ve ever had with the company. I genuinely feel U-Haul owes me compensation for the unnecessary costs, labor, time, and nightmare they caused. I would absolutely never recommend this San Rafael location to anyone

Rating:

2.0

Computers were down so couldn’t check me in. One hour delayed because i had to download the app and check my own self in to get the van. Line was out the door. Staff did not walk out to the people and communicate what was going on. Windshield of the van dirty inside and out. Otherwise was clean in the back.

Rating:

5.0

The Ram van was very new and handled very well. It did use a lot of gas... I have but one complaint and it is a serious one. It was very frustrating to be given a truck that had a quarter tank of gas and be told to bring it back with the same amount. Why not keep it simple and require that the tank come back full? Becuase I did not know how big the tank was or how much fuel was being used, to play it safe, I put $60 in the tank and ended up over filling ...losing all the excess...You should charge triple the going rate for trucks that were returned only partially full...The person who did not fill the tank, should be penalized...not the innocent next truckl renter.

Rating:

2.0

Honestly your policies are just dumb and unnecessarily onerous. Why do I need to get charged for SOME miles then get charged or refunded the balance at end of day? Why do they REQUIRE a cell phone number (I made one up, as did everyone else in line) when you're there in person? Plus your staff gives about 1/4 of a crap overall.

Rating:

1.0

I've been doing business at this location for nearly 10 years as our shop is literally around the corner, 700 ft away per GPS. I should have photographed the fuel gauge before driving off. My rental receipt showed a full half tank of gas. When I arrived around the corner, the needle had already "moved" a full needle thickness below half a tank. Also, the odometer showed the last two digits at ...79 miles, no tenths. as I pulled into my shop, the needle moved to ....80. That can be explained because the actual may have been 79.9. However, when I returned the truck from my shop (700 ft away) the odometer clicked to ....81 just before entering the U-Haul lot driveway. That's just wrong. There is no way the truck traveled over 1 mile back and forth between U-HAul and my shop. If I drove the long way, it might hit 1/2 mile, but not likely. The manager, Conner-I think, was EXTREMELY unhelpful and dismissive when I brought this to his attention. I had to return the 15 footer to this lot then travel to the Richmond location to get a truck I could keep for another two weeks. The manager there automatically adjusted the milage in case it was close to rolling the first mile and marked the fuel a hair in my favor which has been by consistent experience with previous rentals before Conner at San Rafael. If I could never go back to the San Rafael location I wouldn't. But it's too convenient. Conner is a liability to your customer service. He's smug and not giving me any feeling that I'm a valued cutomer. I will be contacting the corporate phone number to file formal complaint when I have time.

Rating:

3.0

The employees here helpful, but the facilities are not clean. HOWEVER, cleanliness is not my number 1 priority. I traveled cross-county and the 15' truck and trailer worked flawlessly. Thx!

Rating:

5.0

No. Perfect !

Rating:

5.0

Luis was very helpful

Rating:

5.0

Excellent across the board

Rating:

3.0

No issue with returning beyond having to pay additional fees due to not being able to pickup the truck I originally reserved. What happened to the guarantee?

Rating:

5.0

Excellent staff, very helpful in getting the trailer set up and lights functioning. Trailer was a bit old and tired, but it did the job.

Rating:

3.0

I have utilized this location a lot, and have had great experiences. The location didn’t do anything wrong, its the system that has issues. The folks there were incredibly busy, they were doing all they could for everyone. I had reserved a 10 ft truck and on the write up, it showed that the 10 ft truck has a ramp. I also reserved a furniture dolly. When I arrived, there were no dollies available which was not their fault, but I had no notice, so the system could have let me know and I could have rented a dolly somewhere else. The truck mirrors were not cooperative and it was impossible to get them adjusted so I could see clearly open both sides. We saw a large screw through the tread of one tire. I had hired a laborer and given that there was no ramp, I needed to hire a second laborer and pay $90 above my budget for that, which i wouldn’t have had to if I had notice that there was no dolly and no ramp.

Rating:

5.0

The lady that helped me today was multitasking while helping me and another customer at the same time...

Rating:

5.0

It was very easy to make the reservation. I made it yesterday afternoon. Pick up and drop off were easy and everyone there was very kind and professional.

Rating:

4.0

Would be nice to have at least one more staff member available.

Rating:

3.0

Rental terms could have been explained by customer service for more clarity.

Rating:

5.0

Very efficient and staff was capable and friendly.

Rating:

5.0

Everyone helpful, efficient, and the truck was great... You guys are like this every time! Thank you...

Rating:

5.0

Very good customer service, on-time, easy process and helpful staff. Thank you

Rating:

4.0

I had took a picture of the mileage and gas gauge but didn’t upload the photos although I thought I did. The gentleman was understanding and helpful and didn’t charge me since the gas was at the correct spot although the paperwork said different.

Rating:

5.0

Front desk was 2/5. Not nice.

Rating:

4.0

My only reason for checking not well maintained: when I returned the trailer I pointed out to the attendant that one of the screws on the center taillight was missing and the light was loose. He then asked if I had taken out insurance, implying that I caused it. I did not take a screw out, and it could potentially have been a safety issue. He also asked about a wire cable tied to the side bar, and I have no idea why it was there as I did not install it. If/when I rent again I will be sure to take comprehensive pictures of the vehicle before driving it off the lot.

Rating:

4.0

I reserved a 9 foot van, but had to use a "Box truck" instead... no explanation, so I chose not to argue the point.

Rating:

5.0

Super company.

Rating:

5.0

Excellent customer service!

Rating:

1.0

This is my first bad review, and I believe this experience warrants it. Initially, we picked up our truck without issue and loaded my belongings into it without any trouble. However, the turn of events happened when we were on our way to our destination. We had to stop for gas as we had gotten the truck with only a quarter of a tank ( guess this is the new norm?), and when we went to start the truck after filling up, it wouldn't start at all. We then had to call the help line to have someone come out to fix the truck, which took 30 minutes just for the person to arrive. After "fixing" (which they thought was the battery, then a fuse, then they finally left it undiagnosed), we were able to get it back on the road. It made it to my destination, and we unloaded with no issues. However, once we tried to start it to return it to the drop-off location, it didn't start again. We once again called the help line (the representative was very nice, I do have to say); we had to wait 30 minutes for someone to come out to fix the truck again. This ended up not happening, and instead, they called to say that a tow truck was on the way. We had to then wait another 30 minutes because the first tow truck didn't get the notification. Once the tow truck arrived, the attendant was very nice and got it loaded on the tow truck quickly. The sales representative, when the truck broke down a second time, promised a callback from a manager to discuss our request for a refund; however, we have yet to get a call.

Rating:

3.0

Have your crew study how Chic Filet and In-And-Out greet their customers. Smiles! Happy! Ready to help..... Each visit to the U Haul at this location, the crew looked liked I was bothering them from taking their naps. indifferent, slow, lakasasical...

Rating:

2.0

The. A was filthy dirty, smelled bad and was overdue for an oil change. Checkout was ok but checking attendant was surely and unpleasant. When I mentioned the vehicle needed an oil change he made a rude remark.

Rating:

5.0

Good service and easy process

Rating:

1.0

The staff was rude

Rating:

4.0

Not the fast but the equipment was good

Rating:

5.0

Staff very professional

Rating:

4.0

This place was good.

Rating:

4.0

I thought I might get a refund since I turned the truck in 2 days early. Please advise if this is pending. Thanks

Rating:

4.0

Drop off a bit unclear on what to do.

Rating:

5.0

So happy to have Uhaul in my vicinity .

Rating:

4.0

Ingress and egress and parking is poorly laid out. Staff was extremely helpful.

Rating:

3.0

I'm not sure what can be done to make it better in the future. The area seemed crowded with supplies, and the personnel seemed rather disinterested. But they were quick, which I did appreciate. My past experiences at this location always involved long waits, so the fast check-in was great. When I inquired about a billing correction, they were unable to help me, and acted like it would happen automatically, which I don't believe is true.

Rating:

5.0

the drivers sun visor retaining clip was missing, so when you hit the brakes the visor dropped down in front of your eyes!

Rating:

5.0

Great communication at office when picked up van Van ran wonderful and an ease to operate Very fuel efficient Excellent rearview camera while backing up Upon returning van Parked van in return zone and waited for Rep to receive vehicle Paper work was printed out as requested with adjustments Favoring less miles traveled Very efficient and friendly crew at 1205 francisco bl e San rafael ca 94901 They made it a great day To move Thank You 😊

Rating:

5.0

Excellent transaction.

Rating:

5.0

Out standing customer service . As you see I use them often

Rating:

1.0

The conditions at the Francisco Blvd., San Rafael corporate uhaul rental were deplorable. The uhaul employees were rude and demanded I park across the street in the bank parking lot. I explained i had a very bad hip. There was no parking in the uhaul lot and only 2 customers were there. Perhaps your employees should park elsewhere so customers can park. In the uhaul parking lot and into the street were approximately 15 men soliciting for business and I felt completely intimidated. The staff said they just want "work" The customer service was poor as the staff kept interacting with each other and disrupting the check in. During the time I was using the uhaul I needed to talk to the store directly. I was put on hold 3 times and spent a total of 30 minutes waiting to speak to someone. I finally called the Napa uhaul to get answers to my questions about returning the truck. Lori was extremely polite at the uhaul on Imola in Napa. You need to monitor your store and train your employees on customer service. You need to teach your employees how to handle day labors who harass, solicite and loiter on your property as to not bother paying customers who do not want to conduct business with them. U haul Staff did not intervine even though we were approached repeatedly including other customers who appeared afraid. Uhaul should ask them to leave, post no soliciting signs and call the police. They are interfering with business operations and disturbing the peace. It was very intimidating. I will report this to the code enforcement of marin as well as public safety department. I will never visit this uhaul location again or recommend it. I'm sure if you have cameras in your store or lot you can monitor the unprofessional and uncomfortable customer service experience taking place at this location. Lots of improvement needed here uhaul!!

Rating:

5.0

My whole process was painless and easy I would recommend you to anyone I know that needs to rent a truck for moving!

Rating:

1.0

The drivers seat was stuck in the farthest position and the workers were all so busy I couldn’t get help to move it. I had to drive with no belt to reach the pedals. The roll up door was also very difficult to latch because the metal was bent on the bumper. The manager was not very professional either, he was argumentative with me about extending my rental. I will avoid renting from this location again at all costs. This experience made an already stressful moving situation more stressful.

Rating:

1.0

Manager was rude. Very disorganized. No customer parking. Staff did not seem to care.

Rating:

5.0

I’ve used U-Haul over and over again for the past 30 years. Most times it’s been an awful experience. Today, it was great. Finally you are concerned with customer support when being the only game in town. Being a monopoly doesn’t give you the right for poor customer service. Today you proved you’ve come a long way!, Thank you!

Rating:

5.0

Nothing. Keep everything the same.

Rating:

5.0

Layla and Julian was awesome Thanks

Rating:

5.0

They are great here

Rating:

5.0

The staff were especially helpful; the two guys who helped me hook up the trailer to my Range Rover were fantastic!

Rating:

3.0

The rental equip selection is usually very good. It's the customer service that I always leave thinking I just bothered these people. The people behind the counter are not "friendly", they're more like TSA officers. Rarely do they say thank you for renting. The guys in the yard are usually more friendly. And let me be clear, no one is rude. I just feel like they would have been happier if I didn't rent anything.

Rating:

5.0

Very good service and friendly people!

Rating:

4.0

The facility is great. We were unable to use the lock that was sold to us and intended to return it as it didn't fit the door. With the latch fully closed the mouth of the round lock was too narrow. When I advised the attendant that the lock didn't fit and asked if I could return he said I could not as I could have loved the door without fully using the latch. I think this was a bit misleading as the door couldn't be full locked with the lock sold by UHaul. Not great service in this case.

Rating:

3.0

Items I requested online when reserving the uhaul were no longer available (dollies), which was fine but my estimated amount due did not change. I expected it to be lower without renting two items. My final bill was higher than the estimate- which I understand, and it was emailed but illegible on my phone unfortunately so I could never confirm if I was charged for the items I requested to rent but did not receive. I was also disappointed I was charged for blankets that were rented but never even opened. They were returned in their original packaging.

Rating:

3.0

The truck that I rented was not road-worthy or safe. The passenger door wouldn't stay closed and the engine was way out of tune. The truck finally broke down completely in the middle of a busy road at rush hour. it took 4 hours for roadside assistance to show up. It was very difficult to contact U-haul for assistance. There was very bad follow-up, no call back, no text or email from roadside assistance. There are many other truck rental options in my area and I will be using them from now on.

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.