Customer Reviews for U-Haul of San Rafael

Rating:

5.0

Super fast and easy! Thanks

Rating:

2.0

My reservations was for 8:30. I arrived on time but had to wait 45 minutes after reservation time before anyone was available to help me. There was also nowhere to park.

Rating:

5.0

Appreciate the helpful and knowledgeable staff

Rating:

5.0

Keep the qualified host in place they're very knowledgeable and quick

Rating:

2.0

chaotic pickup process.... none of the information collected from reservation was used, everything was reentered again so a big waist of my time. not enough staff. had to wait 15+ minutes for service.

Rating:

1.0

I have never been treated so poorly at a U-Haul center before. It started with a worker by the name of Tito that was working in the parking lot. I just stepped out the car and he was leaning over at the wall talking to 2 people. He very rudely told me to move my car. I just stepped out the vehicle. I told him that I would and he just waived his hands at me and said to move it. Then it lead into the front seat with a serve associate named Conner. I have rented 4 Uhauls in the past 2 months and have never been asked for the information he demanded. He asked for a phone number to someone else to verify who I was. That if I didn’t answer my phone they would contact this other person. I’ve never been asked this before. This center is rude and unprofessional. I wouldn’t recommend this place to anyone

Rating:

3.0

The customer service was unpleasant and the two gentlemen who helped me acted like they resented the fact that I was there, interrupting their morning. I would reluctantly recommend the location because there aren't many options. I also returned two packs of blanket and was told the fee would be refunded by Susanville. This didn't make sense to me but I went with it. The amount paid was never refunded.

Rating:

5.0

I have no complaints about the location. It was crowded with lots of trucks and equipment, but the check out process was easy. One complaint about my truck rental was that the AC quit working early in the trip, that was not good. Otherwise it handled well and was easy to load and drive

Rating:

5.0

Good

Rating:

5.0

The pod arrived a week early. Great news

Rating:

1.0

Upon returning a U-Haul van, I followed the instructions provided by the receiving employee (who was chatting with some ladies), who directed me to park the vehicle in a specific spot and leave the keys on the driver’s seat. However, approximately 30 minutes later, I received a call from the manager, Jose, questioning the location of the keys in an aggressive manner. Despite following the employee’s directions, I was blamed for an issue that was ultimately resolved when the keys were found. This experience was highly unprofessional and unnecessarily stressful, particularly as I was with my pregnant wife at the time. Rather than ensuring their employees properly handle responsibilities internally, I was unfairly held accountable for their miscommunication. I kindly request that U-Haul headquarters reviews this matter to ensure future customers are treated fairly and that staff communication improves to avoid similar situations.

Rating:

5.0

Outstanding experience. Employees at both pick up and return were outwardly helpful, attentive, professional and knowledgeable. Couldn’t have been better. Thank you.

Rating:

5.0

Equipment had faded X markings...which is somewhat concerning as a new renter that does not photo document.

Rating:

2.0

The person who served us is impatient, poor communicator, and treats customers poorly. His name Juan a

Rating:

4.0

Improved from the last time I was there. Could use a bit customer services minded staffing

Rating:

1.0

People working at the desk were so rude. I could hardly believe it. And they threatened to have my car towed if I didn’t park it perfectly between two lines, one of which was nonexistent. Borderline abusive staff.

Rating:

3.0

My trailer that I rented had a maintenance issue where the straps would become loose. After about 150 miles my car fell off the trailer. Afterwards I had to stop every 150 miles and re-tighten the wheel straps.

Rating:

4.0

Tight location access for a big pickup truck. Too many Mexican laborers hanging out at the exit begging for employment.

Rating:

3.0

Juan's customer service is horrible, unprofessional, and rude. San Rafael U-Haul please it’s unnecessary to deal with his attitude. I've rented trucks many times, and this guy makes it a pain. 1️⃣⭐️

Rating:

4.0

Provide more customer parking.

Rating:

1.0

Edit: the employee Juan is mentioned in numerous complaints on yelp, including mine. The man is unbelievably rude and deliberately unhelpful. u-Haul corporate you have a serious problem here! My experience: The employee Juan was extremely rude and dismissive towards me. I waited in line to check out my vehicle because I needed the receipt immediately. myself and other customers waited in line while he talked on the phone in front of us for 20 minutes. finally, he got off the phone and I said I need to check out my vehicle and get a receipt. He just pointed to the door and said go outside! I said there's no one outside what do I do? He said you can self check out using the app or have our employee outside do it. so I went outside and tried scanning the vehicle with the app and it didn't work, then I found the guy working there and asked for his help and he said he can't help me because he has all these vans to clean! So I go inside and say to Juan the guy outside can't help me and I can't get the app to work. he says then you'll just have to wait for me, but I've got all these people here. Remind you I was in line and waited for his attention. The first time then he said you're very impatient and unpleasant to deal with. He finally came outside and looked at the van and told me I had to fold all of the blankets in the back, even though I had already folded them they were clearly folded. He was just trying to be a jerk and make me do it again. By this time I was on the phone calling customer service to complain and get someone to actually help me fortunately they were able to send me the final receipt. But damn that was a terrible awful experience. quite possibly the worst customer service experience I can remember ever having. I was frustrated because I was given the runaround and no one would help me with this one simple thing yet the Juan was going around moving cones and washing vans knowing full well I was waiting. they clearly and deliberately do this to be rude and ignore and avoid me. Truly unbelievable! I'm not a Karen, but if I'm going to be treated that badly as a customer at this place, you better believe I'm gonna get mad!

Rating:

5.0

It is very nice service, thank you so much

Rating:

5.0

Everyone made my experience quick and easy. A++

Rating:

5.0

The passenger side mirror was completely loose and not functional. It was very dangerous and I almost hit a car. Very dangerous and scary to change lanes. On the freeway it was impossible to adjust and use.

Rating:

1.0

The customer service of this U-Haul location is extremely poor. Horrible customer service, literally no customer service. Yard attendants are useless and argumentative. We will NEVER rent from this location again.

Rating:

1.0

The person you help me yesterday was very rude and a you could tell he did not like people of color. The equipment had bald tires and the 3rd thread was exposed and the tires popped. I have to remove my van from the car tow and have AAA come and tow it the rest of the way.

Rating:

5.0

I never have any issues here compared to other U-Hauls. I got stuff to do things to move and they're just right there ready to go right at 7:00 a.m. when I want to pick up a truck I'm usually back by noon

Rating:

3.0

I have rented trucks from this store for at least 15 years and one would think my information would be on file but each time I rent a truck I start from scratch. I don't get it.

Rating:

3.0

For the person who rented the trailer to me, if you don't like your job then quit. Nothing worse than being assisted by someone who never smiles, is grumpy and monotone with you in their interaction. The service as sufficient. I needed a trailer, I got the trailer, no more, no less I suppose.

Rating:

2.0

I had reserved a handcart dolly and was told on my arrival that none were available. I was able to make things work but it would have prevented me from getting the move done. I don't understand why if I had reserved one, one was not available. There were dolly's for purchase available I should have been loaned one of those. The company had made the agreement to have one for rent.

Rating:

5.0

I came in at 8 AM and I ordered a hand cart, but was told that none were available. I did not get charged, but I was told it was first come, first server. It would be nice that when you place the order online that it would tell you if they would be available or not. Not sure if that is possible, but a hand truck would have been very helpful in my move and I had to scramble to borrow one.

Rating:

4.0

I received good customer service from the two staff members I dealt with at this location. One staff member in the yard was quick to direct me where to park for my trailer pick up. There was a short line at the counter, so my wait was not long. There was no delay after with the counter person walking with me out to the yard to hook up my trailer rental. Unfortunately, electricals on the 6' x 12' enclosed trailer I rented would not function correctly. We verified the trailer wiring on my car was working by connecting a tester to my 4-pin and hooking my car up to another trailer. I was not pleased that I had to accept a 6' x 12' open trailer instead of an enclosed trailer. This hampered the move by not allowing me to stack higher or carry lighter things that could blow off on the freeway. I am not pleased that I have to do a 2nd rental on another day to complete the move as a result of your equipment not functioning correctly.

Rating:

5.0

My only suggestion is the additional add ons. I placed in my reaction we’re not there. The kind associate told me that the dollies were first come first serve even though I ordered it with my reservation. That made my move extremely difficult. The option shouldn’t be available it should state first come first serve. Other than that my experience was simple and clear. I would recommend U-Haul as a business to rent from.

Rating:

3.0

Confusing and frustrating that you can put items in your cart and ‘reserve’ that are on a first come basis. I had expected an appliance dolly to be waiting with my vehicle. and when there wasn’t one I wasted an hour going to other businesses looking for one while my movers were ‘on the clock’. That was a big unexpected cost. I also find it ridiculous how complex the online sign in process is - only to have to stand in line for 20 mins for the key to the vehicle. More poor communication that wasted time and cost us money. The actual vehicle was in good condition and the return process was smooth, thankfully.

Rating:

5.0

Needs information at check-in. I couldn’t find any info about what I needed for check-in on the site, or informed about it until I asked. I also unexpectedly received a text about checking the truck for damages after I left that I didn’t see until the next day. Luckily, I had taken pictures before I left. I never responded to the text as it was a moot point by then.

Rating:

3.0

This was fine. Basic. Fine.

Rating:

3.0

The truck was ready and mostly clean, a little spillage in the cupholder that got my phone wet with something, but not a big deal. The two guys I dealt with picking up and dropping off were a bit surly and extremely rules based. On pick up, the guy complained about all the paperwork and issues with customer he had during the day. On drop off, apparently I did not properly follow the signs for where to park, the arrow saying "Equipment Returns" pointed towards a parking spot with a cone blocking. My bad for not understanding the arrow actually meant to park along the side of the building - the guy assisting with the return was great about pointing out my mistake and the number of signs that clearly showed where to go. Your question is "what can we do to improve for the next customer?"...relax a bit on the rules or make the instructions clearer. I don't need to reprimanded for doing my best to interpret unclear signage as a new customer. Its not necessary and leaves a bad taste.

Rating:

3.0

One of the tire treads of my 10' truck ripped off on the freeway barely an hour into my drive from Marin to LA. When the repairman arrived to give us a new tire, we noticed that the previous tire was from 2018 (long overdue for replacement). We also noticed that the tires of my tow dolly, carrying my car, were filled to 30 PSI rather than the recommended 60 PSI. This meant that these tires also were in jeopardy had the repairman not filled them up on the spot. Thanks to this ordeal, we arrived late to our destination and were unloading the truck late into the night. Although everything turned out okay in the end, and the move was successful, this was completely unacceptable and I am seeking a full refund. Checking the truck and dolly tires before handing equipment off to a customer before a 6+ hour trip feels like a no-brainer, yet the staff did not take the time to do this. That aside, the staff was friendly and helpful when we were picking up the equipment, and the store itself seemed well-maintained. The equipment I received, on the other hand, was a completely different story.

Rating:

1.0

I returned the truck with more fuel than I picked it up with and I still got charged a "fuel charge." I don't understand the justification for this, and I don't know how to contest it. I think it's dishonest of your company to claim that I didn't fuel up the truck before I returned it. The needle on the gauge was definitely higher when I returned it than when I picked it up, but the return receipt shows the tank as being less full that I know it was. I've paid for the gas, and a "fuel charge." That's $10 + $15... so $25 on top of what I expected to pay. And the rental was only supposed to be $47 after tax. That's 50% more than I signed up to pay! This is very frustrating. I'm not coming back to your store.

Rating:

5.0

These guys really cleaned up their act over the last couple years, and they continue to improve. My recent trailer rental experience was superb in every aspect.

Rating:

1.0

I ordered a hand-truck and they didn't have any. "We ran out" they said. This was 8 AM! Then he offered to sell me one to which I replied, "Why don't you take one out of your "new supply" and give me that one?" To which he replied, "We can't do that"! As a result, the move took twice as long as it should have and twice as much labor. When I started up the truck the gas reading was nearing empty! I had to go immediately to the gas station. Where I work, customer satisfaction is KING! Not at U-Haul.

Rating:

3.0

The person at the counter Juan was very unhelpful and even rude to the guests in front of us in line. He was pushing them to make a reservation but would not tell them the cost, which obviously was not ok with them. They simply wanted to know the cost before committing to a reservation but he didn't seem to want to help. Ultimately they found out that the equipment he was trying to get them to rent would not have worked anyway so they left. Treating all customers with respect goes a long way towards customer loyalty.

Rating:

5.0

Everything went perfect for its intended purpose. Nothing comes close to be a much better option. Will surely rent again should a need come up. Highly recommended. Thank you!

Rating:

5.0

This process to rent a truck for a quick house project couldn’t have been easier. I picked the truck up in less than 10 minutes and dropped it off simply by getting out of the truck. Very simple and economical

Rating:

3.0

We ordered a 20ft truck, a week later we were told we could only have a 17ft truck. Then 2 days before our move told we only could have a 15 ft truck. We had to do multiple trips (at least doubling our milage) and extend all movers by hours and hours because of this. Our out of pocket is huge and letting us know two days before is unacceptable. Then to top it off, when we got to U-Haul, they didn't have any Dolly's nor furniture Dolly's only appliance Dolly's which were useless. This was a terrible experience and has extended our move by days as we are unable to get it all done in the planned time. We have two small children and has planned childcare around the availability of the truck and equipment. This is unacceptable

Rating:

5.0

Vehicle was perfect for our needs and overall experience very smooth.

Rating:

3.0

I reserved two different types of dollies in advance and paid in advance, but was told at the store that they are first come first served. I don't really understand the point of offering reservations on equipment if you're not going to actually ensure that it's there when I show up. I was also told that there were dollies available for purchase, but not for rental, which means that there were some on site, there is just a policy that prevents renting them out.

Rating:

5.0

staff knew a lot! wish they had furniture dollies. music in the storw would be nice

Rating:

3.0

Check in was slow. One clerk and the two people in front of me had problems. Scan the app didn’t complete the check in.

Rating:

4.0

Nothing actually your guy that cleans the vehicle was very courteous. He was very I'm helpful and came across professional and knew what he was doing . I actually pulled in in a pretty bad mood but he actually made me leave with a smile . He's a great asset to your company .

Rating:

1.0

manager is universally rude

Rating:

2.0

check in was slow...only 1 guy at the counter. Kept telling me to check in on the app,...the app sucks. then they lost my keys. then they. gave me a dirty truck. i also hate how the onus is on me to document damage....no, that should be on uhaul. the whole experience sucks. but if you need a truck, what can you do? no choice....if I had one, I would never rent from uhaul again

Rating:

3.0

Checking in took way too long, even after I had checked in online.

Rating:

3.0

Customer services could be improved.

Rating:

5.0

Well done!

Rating:

3.0

not better wait time so long

Rating:

4.0

I put more gas in the truck than when I rented it. I should have been reimbursed the amount of gas that I put in

Rating:

1.0

Terrible customer service. We were charged a check-in fee despite completing all of the self check-in information on the app as instructed. We were also charged a fuel surcharge despite returning the gas tank at the same level we received it and submitting photo documentation. The whole transaction felt like one big scam. I have rented a uhaul many times before and never had these issues; find a better location.

Rating:

2.0

Kind words from employees.

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.