Customer Reviews for U-Haul of San Rafael

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.

Testimonials from recent customers of U-Haul of San Rafael

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richard g. on

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Was pretty much ignored, had to find someone to hand in paperwork; no information or instructions given at the time; had to resolve final bill later by phone. Location looked to be well-stocked with variety of rental items.

Patrick S. on

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Young man who checked me in was great.

Joseph P. on

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nina L. on

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Frustrating that we could not leave our car anywhere in the empty lot (reserved for their vans, but none were there) and the hand truck we reserved was not on the reservation when we checked out-other then that, the van was great.

paul c. on

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my last experience, not this one, was one of the worst I have experienced. I am 79 years old. I returned my truck (I am a steady client). Drew said it was dirty. It was not. We had cleaned it carefully as I had always done. Rather than charge me $25 dollars, he charged me $100. It should never have been charged. He was rude. I asked if he could lower the charge. I was too tired to take it to a car wash. I came back this time and ordered another truck today. This kind of person should not be working at U Haul. He would say the truck was dirty. We swept it out and hand washed it with my sweatshirt. I"d like my $100 back. Paul Cohen

Rowan M. on

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JAIME R. on

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Monica Hernandez was outstanding on her costumer service. I just hope that all your team works like her. Thank you!

sharon n. on

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molly h. on

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Thor helped me out at the U-haul yesterday. He was incredibly helpful, friendly, and energetic. Thank you!

Cheryl L. on

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check in was fast and efficient. Thank you!

Glenn S. on

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rick g. on

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Monica and the person who got our equipment ready were fantastic! We rented a pick-up truck and car dolly. They had us out of there much faster than I expected.

John D. on

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A rip off. $130 for 20 hours in a van. Same as an e class merc from hertz. NOT RECOMMENDED

Eckhard E. on

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The people were super nice, helpful, knowledgeable but the equipment was discusseting and super old and worn out. There were so many stickers of broken things on. That car needs to be retired.

BEN M. on

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Moved my reservation around to different locations, charged me for an extra day when I had the trailer less than 3 hours.

LOWELL F. on

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Real pro staff Great attitudes

HAYDEN M. on

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sharon n. on

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Cigarette smell not so great.

Bert K. on

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Truck was older than most rentals I have tried (poor AC, no inside controls for outside mirrors, unreadable odometer). However, truck was clean and functioned well.

Glenn S. on

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ROBERT F. on

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The truck was dirty inside and the bed was not swept

Lori H. on

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MARILYN I. on

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The customer service at this location is wonderful.

Kayte G. on

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linda m. on

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Make sure the drivers seat works for the next customer. Mine was jammed & took a short time for it to get unstuck. Other than that, service was good.

Jim E. on

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ANDREA Y. on

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MICHELLE A. on

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100% of my interactions with customer service calls ended on failure. The worst run company I have ever encountered. Wish to speak to the CEO about how atrocious so many of my experiences have been.

MARILYN I. on

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Great customer service at this location.

Michael L. on

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When employee was hooking up my rented trailer, he used faulty wiring. This damaged my vehicle and I was left paying for the repair. Management was unresponsive in resolving the issue.

Sean H. on

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The staff is courteous and professional. They use the latest technology speeding up the process along quickly.

MARLENE W. on

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Glenn S. on

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cameron r. on

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Wallace H. on

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Jordan S. on

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timothy p. on

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Excellent check in and our counter agent was very knowledgeable and curious.

Rebecca O. on

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Staffed earlier in the day.

GLENN S. on

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Pierre M. on

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Glenn S. on

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David L. on

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sylvia b. on

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Micaela P. on

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Daniel L. on

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Guy that runs the place-(name?) and workers are on the ball. Clean place and equipment in great shape, smart- know their stuff, and friendly. No issues at all. My top rating! Definately worth the drive from Richmond (yard there is kinda sad).

Gwynne F. on

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Gino J. on

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Faster and praticit! God bless you guys all! John 14:6

charles r. on

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mark j. on

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mark j. on

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Keep doing what you are doing

ray h. on

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Drew does a great job

Charles C. on

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I've rented here several times, all good experiences. I had a small problem on the U-Haul site itself regarding which U-Haul store I was renting from, but not this location's error; and they were able to correct my reservation. Good U-Haul store.

Heidi R. on

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Michael Z. on

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Nice staff

Dale R. on

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jerry e. on

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Courteous personel, thorough explanations from start to finish, clean vehicle.....good experience, would definitely rent from u-haul again.

EMIL R. on

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I really appreciated the bottle of water given when I sought to purchase one.

JAMES R. on

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Agents there were very friendly and helpful. When I need Uhaul in the future, I would love to go to this location even though I need cross the bridge.

Steven S. on

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David D. on

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andy s. on

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DOUG C. on

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I've rented from you over the years and have always had a good experience. The amount of gas stated at the beginning was inacaruate. You were short staff and I was rushing to get going and forgot to call in. For whatever it's worth, I drove 34 miles and was charged $35 for gas. There was a half a tank when I started not 3/4 as stated. Basic math shows I couldn't of used close to a half a tank of for 34 miles in less than four hours.

robert k. on

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KYLE D. on

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GEOFFREY M. on

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steve m. on

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Ryon L. on

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Glenn S. on

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richard d. on

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Rookie rental agent not familiar with procedures; had to stop to ask manager/franchisor. Evenually switched to him. No wait BUT when I Ieft there had to be 10 people in line. Also experience with U-Haul rez poor.

Margaret H. on

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Parking for the return of the truck for overnight drop off. All 9 trucks returned before me were blocking the yard so I had to leave my truck just off the street partially on sidewalk.

Chris P. on

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Greg F. on

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Single driveway is usually crowded. I know there's not any real way to expand it or limit your inventory, but it's uncomfortable to drive through, especially in a large truck or with a trailer attached. Also, I've never appreciated the hucksters at the driveway's exit.

Marianne G. on

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Poor customer service. I reserved a 10' and received a 15' that was too big. After I tried to get a 10' the owner ignored me, told me to wait. After 5 min, I was the only customer, I asked for service. I was told to "take it or leave it". There was 10' on the lot apparently rented, but was standing in same spot with 4 hours after my return. 1/4 tank gas.

Neil M. on

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The most disorganized, inefficient, slow vehicle pick up experience imaginable. One employee behind the counter at opening time to service 10 customers. Get more employees behind the check-out counters! Why ask customers to register ahead of time if UHaul is going to ignore preregistration? Do it like Hertz Goddard for Christ's sake.

DAVID H. on

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John O. on

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Robin W. on

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More staffing. The lines are too long during peak times.

Jessica B. on

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Our Cargo van had a broken latch on the back door. The guys fixed it with a zip tie before we left. Also the van had a quarter tank of gas when we started. This is sub par. Please take better care of your equipment and gas up your vehicles.

suzann M. on

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Miya S. on

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The gas fill up line was not clearly marked on the receipt. The agent highlighted until the end of the gas line, making it seem like the gas tank had to be full upon return. Why didn't he highlight to the correct line on the gas gauge on the receipt? Rip off.

Otto M. on

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Nice costumer service and great people!!

phli s. on

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More parking spots would be nice. Forgot to mention it, but the "passenger air bag off" light was on, even while another adult was in the passenger seat.

Elsie T. on

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Thanks

Al R. on

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jeff g. on

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bad service as usual

melvin b. on

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There was a guy there that wasn't trained very well. He said he was new. He couldn't figure out my charges when I returned the truck. So I had to wait at least ten minutes and he was about to overcharge me. There was another employee standing right next to him and wouldn't help the new guy. Instead, the other employee started helping another customer that came in after I did. The other employee shouldn't helped the new employee figure out what was going on so I could've left.

Michael B. on

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Stuart S. on

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Glenn S. on

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chris h. on

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DALLAS G. on

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Great place with excellent employees.

Dallas G. on

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Brandon was very helpful. It was a pleasure doing business with this group of employees.

michael b on

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Service was great on pick up but delivery was a mess. Uhaul said they could deliver but they couldn`t and then they were slow to hitch the containers on the truck I reserved.

Jennifer M. on

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Christopher F. on

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The staff was excellent and very helpful. The back door of the truck did not open from the outside so that made things difficult... had to climb over the cargo to open the door from the inside. Returning the truck was super simple. Overall good experience except for the broken back door.

mark k. on

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The guys were great. They connected my trailer to my Tacoma in heavy rain and I was on the road in minutes.

craig h. on

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You have improved your whole operation, and I appreciate your efforts.

Lisa P. on

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Awesome customer experience

SARAH JANE E. on

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Wonderful service. I moved my apartment with a $83.00 van total. Incredible. Appreciated the dolly, ramp and blankets.

Laila M. on

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Staff inside and out very friendly and nice. Process was smooth and pleasant

FREDDY R. on

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Ned more units..

Joesph F. on

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I would like to commend Monica Vasquez. She was polite, friendly and an excellent representative of what customer service should be about. Your company is lucky to have a person like her in your employ. Please see that she is notified of her excellent service.

MICHAEL L. on

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Glenn S. on

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Madeline W. on

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The tire pressure light was on, and then the tail lights were out. I don't think I should have to pay for this rental or a discount. Such a safety concern, especially in the pouring rain like it was yesterday

brenda j. on

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Matt M. on

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Very Friendly and helpful staff. Would definitely recommend.

Tim S. on

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Jeff R. on

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walter s. on

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nathalie g. on

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DANIEL K. on

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Automated app to retrieve vehicle didn't work, even after more than 1 hour of intervention with manager and district manager (by phone). Truck would not have been retrievable, because it was blocked in by other vehicles. Finally got truck in the pouring rain, gas tank wasn't accurate to contract -- ended up paying for more gas than I used.

A Beth D. on

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I would like to commend Monica (on site) and Danielle and Crystal (at HQ) for helping make this experience a good one. I originally was slated to pick up in Novato, but this team made the switch a pleasant experience. Kudos!

jerry s. on

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Trivia, check out was slow, however staff was busy with many customers, otherwise services were excellent, thank you!

Keith M. on

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EXCELLENT SERVICE

Samareh E. on

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The 24 foot truck I had reserved the week was not available when I went to pick up. Had to settle for a cargo van that quadrupled my moving time and cost me substantially more because I had to pay the movers for their time! Will never go back

William S. on

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Greg E. on

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Personnel at the San Rafael location have always been pleasant and helpful. Check-ins are speedy. Rental wait times can sometimes be a little long but it would help if renters set things up online ahead of time.

Eric M. on

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When I picked the trailer up the front office girl was kind and did a great job. Return it later that same day was a nightmare and waited in line forever while only one person helped the many customers in line as the rest of the staff did nothing. I was told if I was waiting to return the auto transport to go ahead and leave as someone had already disconnected it and I would receive my receipt by email. I talked to the guy that had disconnected it outside and he had a unit in his hand that he said was sending me my confirmation. This was at 1.30 at 4 I decided to call and was told that it was not returned yet? I called at 6.50 before closing and was told the store was emailed to contact me and still nothing . Sunday came and no reciept so I called again frustrated and was told still not checked in 24 hours later, the customer assistant on the phone gave me the managers number and I called him.The manager became angry and said it was his only day off and I had to remind him it was also my only day off but there is a trailer that was still not checked in under my name. He said he would call his store and take care of it and I did finally get the receipt but the care that this location gave me has made me decide to never use uhaul again and I use u haul frequently for the occupation iam in. I should have read the yelps on this location as the majority are true besides the friendly and helpful person that checked me out that morning. Uhaul never again

Glenn S. on

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Ryan J. on

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Not enough staff to help people. There was one person working

LIA C. on

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BARB Y. on

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I had made the original arrangements in Jefferson, OR. When I picked up the truck in San Rafael, CA, I was told I would have to drop off the truck in Scio, OR which is not even close to me! I was told to call the 800 number which I could not find. I was driving and could not go online with my phone. So I dropped it off in Jefferson, just like my original arrangement. To this day, I do not see why Scio was picked, and will definately do a better job in the beginning before I rent a truck again.

Lester y. on

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Paul W. on

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Provide instructions for what to do for after hours equipment drop off, and where the key drop is.

William G. on

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jonathan v. on

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Need more onsite parking for cars

Gina F. on

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The service guy who helped me at car pickup was awesome and the whole experience from booking online to drop off was painless and seamless.

Noel H. on

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The truck was dirty and smelled horribly of cigarette smoke. The windshield was cracked and there was less than 1/4 tank of fuel. I would be upset if I was the owner of this fleet!

linda e. on

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Glenn S. on

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Ardell S. on

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Not a thing, everyone was happy to help, the truck was clean, ran well, no repairs needed and the price was well worth the rental. We will certainly rent again from San Rafael again. Thanks

WILLIAM P. on

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8:45AM on Saturday, March 4th, 10 customers waiting with one attendant working the front. I had a reservation and pre-checked in, and waited 40 minutes to get my rental trailer. Just as I got to the front, they added a 2nd attendant. Other than that, the equipment and price was great.

glenn s. on

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LUZ Z. on

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Everything great. The people and the equipment, also the system works well, no worries if I can't return on time. Thanks

Frank C. on

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While the inside was clean the outside was caked in dirt. A quick wash before I picked it up would have been nice.

TIM W. on

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I booked a tow dolly in Novato CA online. Got a call the next morning to tell me it was not there. I then booked a tow dolly at the Richmond u haul. Drove there across the Richmond bridge only to be told there was not one there either. Absolutely terrible experience. I will not recommend anyone to u haul. I would give you 0 out of 10.

ROBYN D. on

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Distinct lack of parking if you arrive after 9 am

JULIE h. on

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We use your service weekly and by far of all the vendors we work with, the crew in your San Rafael location rocks. The team there is organized, professional, helpful, resourceful and we are very happy customers. Thank you!!!

Michael H. on

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Gas level was overstated when I checked out the vehicle, I reported to Front Desk and they changed it on my copy but not in the system. I was overcharged for gas even though I had refilled.

george h on

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box got lost for one day...no big deal

Krista M on

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Saul I think his name was the rudest most arrogant jerk Ive dealt with in a really long time! He deleted my reservation to up my rates refused to honor the emailed quote I had! No pads in pods!

Diana R on

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My two U-boxes were taken to the wrong city then when I finally got them one of the boxes was smashed wide open, contents were broken, and mice had chewed through my boxes.

Hilary M on

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The two guys at the store, Anselmo and Saul, were wonderful. Helpful and patient and thorough.. Please give them a raise.

Stacy J on

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Some confusion and delay getting us checked in and out at the facility,but over all a very good experience. Customer support @ 800 fabulous.

David S on

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Great service, but 2 weeks after they were picked back up, UHaul is sending me bills for late return. Hopefully this is not going to be a huge pain in the neck to deal with and sort out.

Lindsey R on

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U-Haul is the worst moving experience I`ve had. I would need much more than a 200 character limit to even start to explain how horrible the whole moving experience has been...

Sharon L on

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I appreciate the helpful attitude of Mr. Bates and his positive response to my requests. He is very professional and courteous.

jackie c on

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Uhaul exceeded my expectations. The people I dealt with in Bremerton, Wa were great and the box arrived early in California too. Everything was in perfect order.

Dennis G on

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Great staff and accommodated my need. Excellent customer service.

Dennis G on

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Excellent customer service, knowledgeable and friendly.

Carrie m on

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Drew Bates was fabulous in every way. Helpful, professional, efficient. Only suggestion I have: rather than go thru MovingHelp, contact Lyfeassist directly- also amazing.

Shawn B on

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I keep receiving emails from Uhaul stating that my shipment is being prepared. They don`t stop coming - 5 or 6 emails every day. It is very annoying, and I will not use this service again.

Brian W on

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Thanks to Drew and his staff for assisting me in the midst of a stressful situation.

Rae B on

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Excellent

Lisa T on

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Very pleased with the process and the flexibility to fill the U-boxes on site in my own time frame. Would definitely utilize again for my next move.

Richard H on

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Excellent staff service

micheal s on

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The guys who came to load were great. The U haul staff and service were a disaster. Plain scary. Michael Stanford not Sampford as above

mary jane p on

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No complaints.

olivia c on

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A chair was smashed when the box arrived. Almost beyond repair

Timothy W on

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Lock on one box was destroyed. Person that referred me had lock ripped off door. I am seeing a pattern.

John S on

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One staff younger, male - didn`t get his name was particularly helpful throughout the process - making sure I have what I need, and providing tips on how to maximize my ubox :

Bill B on

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You`re lucky to have Drew as an employee.

Monica B on

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Box was not delivered on time. Staff was extraordinarily unhelpful and had no idea when the box would arrive. Absolutely terrible experience.

Brian M on

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General manager Drew was outstanding to work with

Alisha M on

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NANCY M on

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We weren`t told that we had to number boxes and list all items to move overseas. We had to make a trip back to the States from Singapore to do this. We used a different company to ship overseas.

Barry T on

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Everyone very helpful and courteous. Had rented a trailer but when I saw the U-Box opted for that instead.

john anita f on

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Poor service and zero communication

STEVEN C on

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The lock and hasp were torn off of my unit when I received it and there were a number of things missing from my U-box.

BETH C on

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The manager was very helpful and even offered to let us have a lock in case we needed to lock up our U-Box in between trips as our lock had partially broken during shipment.

JAMEY G on

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The Box itself is a bit expensive but our experience with delivery and pickup has been excellent and we wish to commend UHaul Delivery Associate Sandy on outstanding customer service.

HEIDI H on

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Sandy the delivery person was the best part of all. She was super friendly and professional.

PEDRO R on

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Was attended by Becky. Never did Becky make eye contact with me although I was sitting directly in front of her, and she continuously responded that she did not know the answer to my questions.

RACHAEL T on

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I would recomend a larger size for a one bedroom/studio and and I have very few Items.

ANDREW P on

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Well staffed and staff very helpful. Everything went great.

MONIQUE C on

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Slightly misleading saying it is $79.95 when it is $300 to deliver!

JUDITH B on

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The u-box was ready when i went to pick it up. it was not delivered.

MARK J on

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the uhaul delivery gal was brilliant and apologized to me on behalf of san rafael uhaul. they did not call me to schedule a window for delivery and the uhaul customer service people were useless.

MARI J on

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It was incredibly difficult to access my box I called in advance multiple times and yet no one was able to help and the box was not accessible when I showed up

JOHN B on

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Very hard to communicate with San Rafael store. They didn`t return calls and call center couldn`t resolve issues. Only one man was authorized to handle UBox which created wait times over 3 hrs!

LEE K on

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The driver picking up the ubox`s was awesome!

NANCY D on

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The guys were helpful hitching up the trailer and treated us with kind regard.

GREG C on

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Manager lost staff, no one to deliver box. I was not called - had to pay men when no box. I did get free truck to drive box myself next day. U-Haul did not meet an agreed on and contracted deadline.

NANCY D on

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At the start of the process I couldn`t find my box, I was told it would be put in the parking lot by 4 p.m. Label boxes to be less generic. Anthony was best in terms of customer service.

BENJAMIN T on

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Bad service, broke my lock and did not replace until i demanded it.

TAMARA B on

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The staff at San Rafeal are exceptional. They went out of their way to ensure all boxes were accessed easily and called me on the phone instead of making me wait, tt time of payment. 5 Stars!

LONNER H on

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The manager at the san rafael, california store, christopher, was fantastic as well as the two men working under him. telephone customer service i found untrained confusing, though friendly.

ELI C on

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I cannot express how much I hate this company in 200 characters or less. This has been the worst experience of my life.

ADRIANE R on

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Excellent service! Especially Walt who fixed a major problem with my account that would have had the Ubox going to the wrong town. I loaded at the Uhaul site and everyone there was really helpful.

RYAN L on

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Great service from Chris and staff at San Rafael

RICHARD K on

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convenient, easy to load, made moving so quick and trouble free! thank you u-haul

ROSS G on

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Good service

JOHN A on

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On site staff were great, corporate organization scores about a 1/2 out of 10. I got a billing, late notice and lein notice before my belongings were confirmed delivered which took 5 weeks.

DONNA G on

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in-store personnel great, but the two people I talked to over phone provided misinformation about your fees and policies.

VENKAT G on

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Seattle customer service sucks.

CHARLES C on

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My experience with this company was awful. I got an apology and nothing else.

MICHAEL M on

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A little pricey, but otherwise a very good service

MICHAEL T on

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The checkout experience in the store is MISERABLE. It took 30 minutes. You guys have got to figure out how to make the experience better. Also, the wood box is a bit concerning. Would prefer metal.

KEN C on

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Made arrangements to have box delivered at 1pm. My pregnant girlfriend waited at the house that had no furniture. 200 characters not enough space to explain how bad it was.