Customer Reviews for U-Haul of San Rafael

Rating:

1.0

Staff was difficult, app wasnt working for checkin, staff was not interested in helping, had poor understanding of system, did not seem interested in providing customer service

Rating:

5.0

The van was a little dirty inside and out, had not been cleaned recently, but it was new-ish and very well maintained.

Rating:

5.0

I came in at 5 minutes before closing, received an almost new truck. My only complaint was a little confusion; as things were finalized very, very quickly, the bill rose from the under $700 I saw on the app to over $1000 when I signed the contract. I'd wished I'd had the time to finalize what I'd wanted on my own, but beggers can't be choosers.

Rating:

4.0

I thought the $100 charge was bs. I rented the truck and extended it. The truck would have been rented either way and I don't understand why I was charged an "inconvenience fee" when U-haul has it rented and makes the same $ either way. Seems like a money grab from a customers pov. Apart from that it was fine.

Rating:

5.0

Would definitely use location again!

Rating:

5.0

Exceptional and efficient service. Thanks.

Rating:

2.0

Staff did not put correct fuel level in the system. Van has 3/4 fuel. But system indicated it has 7/8 fuel. My mistake for not catching this when I check out the truck. But this should have been check by the staff before hand.

Rating:

3.0

When we arrived there was one person available to check-in for a rental we reserved. There was another customer making a future rental inquiry for a destination pick-up. With a mover waiting at our destination that morning, it was inconvenient to have to wait in line with only one person available to assist. We waited over 20 minutes, which may not seem like much, but we were paying a moving by the hour and didn't want to waste his time. Having more staff on hand to check people in (when their App is not working) would be helpful.Thank you.

Rating:

5.0

Great experience. Couldn’t have been easier.

Rating:

5.0

Everyone was excellent. I had a great experience.

Rating:

2.0

Long line, was told the whole company was having network issues, took 45 mins to get my truck. The truck number and license plate were did not make to paperwork. Mileage and gas readings did not match what the paperwork.

Rating:

5.0

Nada ,absolutamente para mi punto de vista no tengo ningún comentario negativo.

Rating:

1.0

Lady at the front desk ignored me for about 3 minutes while she was hanging out with someone who was not an employee or customer. Had to interrupt their flirty conversation to get her attention.

Rating:

4.0

Nothing flashy or special. Got the truck I reserved, but no Appliance Dolly available, as I reserved. You should get more stock.

Rating:

1.0

The U-Haul was not working as it should. The door wouldn't open and the lights were on the dashboard which was scary since I rent all the time

Rating:

4.0

It's a bit of a hassle to photograph the rental vehicle from every angle. The employees used to do this. It makes the experience less than ideal. Doing it before and after return is doubly a hassle.

Rating:

2.0

Customer service, overall, is very minimal. They do the bare minimum. I was even told that I would have to "call around" different Uhaul ,centers to see who would accept my Uhaul return!! When I did, I was redirected 6 different times to centers all over the US, and never was able to speak with someone in the area I was moving... eventually, Pennsylvania (!!!) was the most helpful! I'm in California. Unreal.

Rating:

4.0

Parking is limited at the lot, and another customer had been allowed to park their U-Haul truck in the middle of the only path in/out of the lot which delayed my pick up.

Rating:

5.0

Very satisfied with check in and return

Rating:

3.0

The return was process was terrible. The Uhaul app crashed multiple times, after trying to submit photos.

Rating:

2.0

To be charged for a little dirt on the floor for cleaning fee like it was intentional , and I emphasize little, is horrible customer service . Will not be going back here and will not recommend to others

Rating:

5.0

This location is really got their act together in the last year or two.

Rating:

4.0

Very helpful and efficient staff member but I had to wait a long time. He was the only person there- seemed understaffed.

Rating:

5.0

The staff member who checked us back in was friendly and attentive.

Rating:

5.0

Super easy drop off -- was met by someone to help streamline my check in. The app was very helpful in estimating the amount of gas that I needed to put into the tank to ensure that I brought it back with the same level as when I took it. I was prepared to check in with the app but the person who met me in the yard took care of it, which I appreciated. Well done!

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:

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.