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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Lori H. on

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Had a horrible experience dropping Van off today. Additionally as soon as we left Parking lot Saturday we realized the gas tank was 1/4 full not 1/2 full as they told us. Today, tried to fill up tank, but gas cap refused to come off, not to mention all the engine lights come on during the 80 miles driven. Sadly I was greeted to Today by a a man that was arrogant and accusatory on all levels. He has no business working in any capacity whatsoever in a customer service role. Another guy opened the gas cover for me but then I had to leave to refill, which I did exactly what amount he told me to fill, knowing the tank was never properly checked by his staff prior to Saturday when I left. Great, so now I’ve filled up and spent way more money than necessary, let the Manager know it’s been an hour from start to finish bringing back Car, had a horrible experience today, and what does he say? Nothing! Absolutely nothing, not even ‘I’m sorry’. Seriously folks, I’ve spent a small fortune in the San Rafael location over the years and this is how you reward customers??? Ever heard of Customer Service Training??? A simple apology works wonders as does acknowledging customers frustration...

Jaime H. on

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I made an online reservation for 8am Was disappointed when I got to the location and they don't open till 9am That needs to be fixed. Thanks.

Pat B. on

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Very quick in and out. Truck in very good shape. Great service.

orlando c. on

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Every thing went smooth and with out any snags. Your team was flawless and very professional & polite. Thank you

Paige S. on

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There is no way to measure how much gas you've used or need to put back in the tank when you don't have to return the truck with a full tank. I had to start a busy moving day with trip to the gas station because the gauge said there was only about a quarter tank left. Then I was supposed to take a picture of the gauge to know where to leave It? Super stupid if you ask me. You should resume the policy that the truck should be returned full of gas.

PATRICK S. on

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They messed up m,y pick up time, but the on duty staff quickly found a solution.

Larry z. on

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Joy T. on

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brian a. on

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Staff was extremely efficient .

Linda T. on

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Experience. Was excellent in all ways. Speedy rezervation. In and out very quickly, knowledgable staff. PERFECT!

nathan r. on

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I would like to say the gentlemen who helped me was very nice, professional and went out of his way to help me. I didn't catch his name, but I'm sure you can look up my record and find out who he is. He's one you want to keep around!

JEFF F. on

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teresa w. on

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Philip S. on

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Marty A. on

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Had to wait 30 minutes just to talk to someone to rent the truck. Then they forgot the blankets that I had ordered, so had to make a 25 minute trip back the next day.

rodney d. on

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They opened up 1.5 hours late and caused much stress for me the rest of the day!

Bill K. on

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John N. on

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Eric W. on

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The U-Box service worked perfectly for my needs. The staff was prompt and helpful with every aspect of the process

PORTFIRIO O. on

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maggie m. on

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Anthony n. on

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Richard S. on

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First, I was given a vehicle with a broken tail light and didn’t notice till after picking up vehicle. Seal on back doors came off and had dirtied mattresses with black like tar. Could of been cleaner all around.

laura E. on

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ADAMONT G. on

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Tracy G. on

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DEBBIE B. on

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Very friendly and helpful people at the San Rafael location! I would highly recommend them! I will use them from now on!

Raymond S. on

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My whole entire experience was rife with pettiness, smug inconvenience and small greed. I reserved a 26 ft truck in one location online, close to my start destination, only to have it rerouted without my timely notice or consent to another location 11 miles further away from my trip starting destination less than an hour before my pick up appointment. I had been in the area of the latter location for business but since I didn't get this rerouting info of my reservation in a timely way, I drove the 11 miles to the scheduled location, only to find that I had to backtrack to the location 11 miles further from my start goal. The net of this is that I paid for 22 miles more running empty. This cost two more gallons of gas and created a "taxiing" effect where I had to leave the truck in unprotected areas overnight and take mass transit back to my car afterward. This further cost and inconvenience I incurred totaled nearly thirty more dollars and added hours to our transit so that we needed to rush loading and subsequently had an injury which combined with the hours more delay that I incurred for me to drive from one pickup location then backtrack to a different location causing a delay at the outset that manufactured a need to add an extra day to my move. But of course I was not able to add another day to my reservation, as the truck had already been booked out for next morning, I was only able to add a half day to my rental, but charged a full day anyway at an additional twenty seven dollar unneeded charge. This created the anger inducing tempest that I would be returning the truck in bay area rush hour traffic which took twice as long and stressful as the original plan. So for the simple expedient of having one of your staff drive a truck eleven miles to a local location, I incurred unneeded monetary and time delays in my move totaling 14 hours and nearly 80 dollars in cost and excess charges. Through all of this your employees were by turns chucklingly indifferent to my discomfort and annoyance, or completely indifferent to my plea for a chargeback of the 22 miles that I incurred at the outset. Even when checking back in, the staff completely ignored my requests for compensation for the inconvenience and openly scoffed at my assertion that there was something wrong with the front suspension of the vehicle, only to find that indeed upon entering the truck to check the mileage did she find that the cab was not fully connected to the front suspension and rocked all over the place causing a dangerous driving experience. I find this to be a maddening experience on the whole and since my move consists of three separate trips this month, I will be going forward booking with you competitor Penske that is available in the area (although slightly farther away from my start point) the remaining two trips and you have lost a customer for my lifetime going forward as I will never book another transit with your trucks. I have been

muhammad s. on

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Elena L. on

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Marina T. on

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Absolutely a good experience. No surprises, everything works the way it is advertised. Excellent service, and on time. Thank ou UHaul for making it so easy to rent a van and move!

bob h. on

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Maybe it is unreasonable, but I would have appreciated being able to drop off the trailer, then re-hitch and use before the contract end. But, you know, "insurance" wouldn't permit that.

JOHANNA S. on

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make your estimates more accurate. What I was quoted and what I actually had to pay were way out of line. This was with not having to have to pay a penalty for gas. My quote was almost half of what the final estimate was. This is bad practice!

Brian F. on

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dropped off trailer after hours , did not interact with staff other than receiving the receipt

JORGE S. on

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Thanks

Chris T. on

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I arrived at 6am to a pitch black parking lot with no spaces to park available and no lighting. The self service pickup went relatively smoothly. Searching the truck with my phones flashlight and trying to take a photos that were acceptable were made difficult by the lighting situation. I tripped over a curb as well locating the lock box for the key. I’m sure These details were overlooked in the process of creating the new system. This location typically is quick and painless to use but the lack of parking and light made the self service a less than glamorous experience.

richard g. on

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Hannah M. on

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Speed/separate line for picking up keys through self pick up service.

Harry S. on

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The staff who assisted us were superb! Professional yet friendly and really knew their business. Best uHaul experience I’ve ever had.

Pat B. on

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Every step was excellent this time.

Ryan D. on

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Phone reservation promises were different than what was fulfilled at the location.

ryan d. on

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Maybe more vehicles on hand but it was last minute on the weekend. I'm happy to be able to rent anything. Honestly, the staff were all on point, friendly and knew their jobs well. I have zero complaints, only a round of attaboys and attagirl along with some spirited pats on the back. I mean.... fuck it... give em all a raise and a gift card for a "massage". Love you kids!

David P. on

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The computer systems were either down or VERY slow -- it took over 30 minutes to get my truck in the morning with no other customers around. Get your systems up and running well!!1

Robert H. on

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Maria C. on

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brian j. on

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Monica was professional and a delight to work with.

cesar g. on

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TBIs location is the best thing that happens to me that day. Had the equipment required and where very quick to get me on the road.

christina a. on

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Originally I was quoted $19.99 for the use of a truck for a few hours, ended up getting charged $65.50 for 4 hours of use seems steep. My name and address were misspelled so it made it difficult when returning the truck when having to log on website ridiculous(I will unsubscribe), and the $18.00 mileage on top of it all will definitely steer me another direction when considering renting a truck. Clerks were nice thats about it. I am sure there is a better deal than that in town.

Gilberto O. on

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Everytjing was great, no complaints.

Michael E. on

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Deborah P. on

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Kimbelry S. on

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Elizabeth B. on

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PAT B. on

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Check under the front seats when checking trucks that have been turned in. My truck had water bottles and crumbs which I cleaned up before returning the vehicle. Also the handle for releasing the parking brake was very difficult to release. It took multiple pulls each time to fully release the break.

David P. on

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skip l. on

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david n. on

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Thanks for another great rental - Lifelong customer!

Tzipora t. on

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There was a very kind and smiling person that helped me today. It was Clodia. Great pleasure.

Thomas f. on

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Erika L. on

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The guys there were super helpful. I was in and out in less than 15 minutes. Would highly recommend this location.

Miguel A. on

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Tom M. on

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Keith O. on

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The staff were very weloming and helpful.

Miguel A. on

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Thanks to Monica Vasquez we always on time.!!

Larry C. on

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I do have a issue, about 2 yes ago I had a lighting plug installed at on of your dealers in San Mateo it don't work right and I was wondering who I could talk to get get it replaced or fixed. Your reply would be greatly appreciated, thanks, Larry

Jake R. on

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Customer did not leave a comment.

THOMAS V. on

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Cant do it any better. Good service

Tommy L. on

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Take a moment to mark the parking lot better for customers dropping off vehicles after hours. I parked in the only handicapped spot available, and when I returned at 7:30pm someone had parked a large truck behind me and I could not back out of the spot. Fortunately, the guy that parked the truck hadn't left yet and he moved it for me, but it was a close call.

Mark B. on

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CHARLES RONALD F. on

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all good

CHARLES RONALD F. on

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OVER ALL EXCELLENT !

Susan H. on

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Elizabeth B. on

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I was disappointed that the truck I had reserved was not there on Saturday morning at 9am as I had scheduled. Fortunately customer service was very helpful and set me up with a van instead. It worked out nicely.

Charles M. on

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Starla S. on

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As soon as I walked up to the counter, Nikki Newton was unprofessional and unreasonable. Maybe she woke up on the wrong side of the bed but I was appalled by her lack of customer service. I'm surprised that she continues to be employed at Uhaul. It was a terrible experience and I hope to never do business with Uhaul in the future because of her. The other employee that I made contact with, was very nice and attentive. Nikki should be fired.

Mary T. on

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Mark M. on

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This location needs more staff. The driveway pickup/dropoff area is very congested and with very little oversight by staff. Makes it difficult to get in and out.

John F. on

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JORGE R. on

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Thank you Drew, Grecia and Oscar for you amazing customer service and support. Jorge Reyes

gilbert y. on

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The agent who was recently hired (older guy) Was super helpful.

Jeff J. on

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I normally would because I rent trailers all the time but this rental has left a bad taste in my mouth. I took the trailer out on Friday at 4:33 for 2days and mentioned that I might only need it for 1 day. The next day I returned it at @1:30 to find a line 17 people deep and waited for check in. After seeing that the line was so long and only 2 people working the counter ( One training the Other) I finally asked if I could just leave it and he said yes. I told him to just reimburse the day like they always have done in the past. It was never checked in that day and was eventually check in on Sunday night at @5:00 and billed for 2 days. I call and to rectify and got transfer twice because the 1st one could not handle the transaction. I eventually got a reference number but have not heard anything since.

John D. on

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Better stereo for the long haul.

Renu M. on

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The computers had issues on both the pick up and return. Lines were long and moved slow. Cargo van needed cleaning before using! The staff, however, the 2 women I dealt with, were great.

body and f. on

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Customer did not leave a comment.

Jessica H. on

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I would not recommend this location for a self check out for early pick up. The self check out process directed me to call a number to complete the transaction. This person did not call back and I had to wait until the store opened in order to rent the truck. No complaints about staff in the store.

Jeffrey S. on

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The man at the San Rafael location ( I forget his name, but he has a beard and a new baby) went above and beyond to help me with hooking up a trailer. I was by myself and don't know how I could have accomplished the process alone! Cindy

Miguel A. on

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amera b. on

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When the line is fairly long it's always nice to have a second register open up. I had a fairly long wait one morning... that was a bummer. But fortunately I have a flexible enough schedule that it was okay.

steven r. on

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They only had one person working the check in desk and the line was 10 people long. More people on staff to help would be beneficial

Heidi U. on

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Mike W. on

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yaser s. on

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Graham S. on

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I called to see if my adult son could pick up the truck for me since I wanted the rental on my credit card. I called the location ahead of time to check on this. They said it was ok. However, when my son arrived he had to use his credit card and it became a headache to rent the truck.

patricia s. on

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patricia s. on

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phalacia b. on

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I placed my order on line for the Santa Rosa location and was notified via phone later that I would have to pick up in San Rafael. After picking up the van in San Rafael noted the low pressure light on and the vehicle was not very clean. Informed not to worry about anything since I have insurance. The girl was pleasant and went through some of the contract unlike most other agents I have dealt with from Uhaul in the past.

Dory L. on

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Very easy trailer rental. The staff were really efficient and helpful

Mitchell R. on

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Monica and her co-worker were excellent in their service and attitude.

Alan K. on

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Everything was just right! Keep it up.l

Katy H. on

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HI - your staff needs to be better educated at this location. The desk person told me that I could call within a half and hour of leaving and add insurance. So I called 5 minutes later, was transferred to corporate instead of the location....they put in the notes that I wanted the insurance and the location would call me. They didn't call until much later - and they told me I needed to come back to have the truck inspected. I had to unload everything I had already loaded and drive all the way back. Then, on the way home, I called the 800 number to find out what the Burning Man cleaning fee was and they said the max would be $25. I asked her over and over and told her the truck was very dirty and she insisted it was only $25. Then when we returned it the intake guy was upset and wanted to charge us $300. I totally understand why - we washed it and they charged us $150.......but the point is your staff on the calls and in the location need to be much better trained because their lac of knowledge caused a lot of issues. Thanks

Matthew T. on

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All went very well.

Mark W. on

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William B. on

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VERLIS S. on

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I was very please with the customer service it was excellent.

lori d. on

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Jon M. on

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Dean B. on

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Mackenzie N. on

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William S. on

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1. Make more parking spaces for customer cars. 2. Investigate fast web based check in that did not work. 3. Have at least 2 staff on check in desks at busy periods. 4. My vehicle steering wandered, I only drove 50 miles, it would have been very uncomfortable an a long drive.

Elizabeth B. on

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don k. on

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Good experience the yard man (Luis) was great ! Give him a raise !

Ernie R. on

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The gas measurement should be more precise. The gas gauge is pretty vague. I'd think a digital reader in the vans at some point would be much more appropriate and accurate.

Jody C. on

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This couldn't have been easier! The staff is calm, friendly and efficient.

Cody D. on

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donna s. on

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Last minute rental worked out great. Thank you very much.

DAVID C. on

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Great customer service. Monica Vasquez helped me with the transaction and she was top notch. I will always go to this location from now on.

MICHAEL M. on

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Very helpful staff!

michael P. on

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The truck ran adequately but was run-down, old, smelled like smoke, the steering wheel work out from the sun damage, the back door was very, very difficult to close as if the retraction spring was loaded far too much, and the lock impossible to use (so I used my own). I should have rented a Penske. Their trucks are newer and cleaner.

Liz B. on

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Staff was friendly and very helpful

jackie d. on

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mark c. on

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Matt K. on

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Very good place and good service. No problems what so ever

Dan C. on

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Nothing - everything was fine

Alex D. on

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Jean Philippe D. on

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We had questions during our rental and found it hard to get through to someone that was in the physical San Rafael location. We left a message with someone and never received a call back. That said, when we picked up the van our experience with the staff was very good. Maybe you need to staff more people to answer the phone at the location that can answer specific questions?

ANTONIO M. on

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Robert K. on

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John S on

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I`ve been on hold calling 1-800-uhaul for 15 minutes. Every 20 seconds or so, they remind me to give a review. They seem so desperately insistent so here it is. Could you please answer the phone?

ELISABET L. on

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kimbell c. on

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Sharon B. on

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There is extremely limited customer parking on site and no nearby street parking. Despite the fact that the parking lot is enormous and there was plenty of space to allow customers to park (out of the way of rental vehicles), themanager on duty would not consider the request and was unpleasant and rude. I will not return to this location.

Peter H. on

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The truck's mileage was 114,500 plus. You would think the transmission would be checked and serviced, (fixed). The inside really felt like it had 115k on it. For the money, you would think it would be newer and cleaner.

Patrick S. on

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LISA P. on

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TROY J. on

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Peter R. on

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Soledad B. on

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Our family rented a U-Haul truck and we lost the keys and became such a hassle we spent so many hours trying to get a key replaced and we weren't even given the right code number so in the end getting all this information was a waste of our time .

kathenine b. on

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Bryn D. on

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Not threaten to charge $600 for "wrong location" drop-off. The vehicle I was using to tow the trailer broke down and had to be left in Eugene OR for repairs. I was able to rent a 4 seater truck from Enterprise to get my family and our camping stuff back to San Rafael. So I asked if I could drop the trailer off at the U-Haul next to the repair shop. I could, but only at a charge of $600. So I had to pull it all the way home. No huge deal, but just annoying.

Matthias K. on

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Not too much. Was a very good experience

GLENN S. on

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Stephen W. on

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You could put cruise control in all the trucks it would save on gas and it would be nice if you put a CD player in the trucks also electric windows would be nice. Over all the trucks are not very comfortable and hard to get in to a running boards would help

Joe S. on

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scot p. on

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Staff was excellent!!

Eric L. on

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BRUCE C. on

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Alison G. on

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Love the workers at this location. Always very helpful and pleasant.

Glenn S. on

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Ronald B. on

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Peter N. on

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Richard M. on

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Quick check-in and -out, great service.

Gary G. on

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Arthur G on

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Everything went well.

CARLO D. on

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jake k. on

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Nothing! I had a wonderful experience with your staff they were super help full and very friendly

Glenn S. on

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Charles P. on

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james o. on

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Anthony W. on

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Chet K. on

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Vehicle cleanliness never seems to be priority.

WILLIAM C. on

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Monica was super helpful, made things simple and easy..

cheryl j. on

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When trying to call U Haul in San Rafael, you get transferred too many times, and most who answer are all giving different answers to my questions. A couple of times, some calls just hung up! The only good part about our delivery and pick up, was Devon, who runs a service outside of U Haul to deliver and pick up the boxes. He was excellent in all ways of his service! U Haul needs to train their staff on how to take cares and answer questions, and actually know what they are talking about. The box was returned Mon, supposed to be Sun, but U Haul messed that up as well. The box came on Mon, and the lock had been broken off, and we now have discovered a box, and a rug that is missing. I have called U Haul multiple times to speak with a supervisor about this, but none of them are calling us back. I now, after 4 days, will have to go in person to this location, and try to resolve this issue. I will never use this service again, or recommend their service to anyone.

Travis L. on

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Sarah P. on

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The clerk and I both forgot to include the dolly I added to the list. The truck's mirror was cracked. Everything worked out.

Marian M. on

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I was told that there is an area to park my car and leave it while I was utilizing a pickup truck. When I arrived, there was NOT any room to park my car and was told I would have to park down the street and around the corner on a blvd. If I had known, I would have had transportation too and from your facility. Poor communication.

Glenn S. on

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William G. on

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very fast and efficient, thanks!

Wendy M. on

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siegmund d. on

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patrick l. on

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Your company should review the mileage clause with their customers. I have to say it was a shock to get that total.... They were very nice, asked me about not forgetting moving blankets etc.... but never how the mileage works. Not sure I would rent from Uhaul again....

Lauren P. on

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Monica was a great help during the pick up of my reserved van, as well as during the return of the van that afternoon.

Marguerite H. on

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Give better instructions on after hour drop offf!

ANDREW S. on

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VICKI A. on

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Elizabeth N. on

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Rob T. on

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EDWARD S. on

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Uhaul always seems to come thru when I need a truck last minute! This facility and corporate has been very helpful and easy to deal with! Thank you-Ed Stizza

JEFF K. on

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The gentlemen who checked me out when I returned my vehicle was as good as they come. Great customer service and he made a rough day of moving a bit easier. Thank you!!

Glenn S. on

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dan p. on

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JOSE S. on

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Jodee U. on

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When I returned the truck on 8/8 I was charged more than my agreed upon contract. The general manager, Drew, was not in. I asked that he call me so we could correct this overcharge. He did not call me. I called repeatedly requesting that he call and still 3 days later he has not called. I also called corporate customer service twice. The first time they said they would have Drew call me. Then the second time they put me on hold, wasted my time and then disconnected my call. This is an outrage. I need someone of proper authority in the corporate office to call me. Jodee Upjohn 415-717-7241

PATRICK r. on

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I just received a bill from the Golden Gate Bridge Fastrak toll service. U-Haul reported me seven additional tolls on seven additional, different days other than the one day I did rent. I of course owe and will pay for the toll that is mine, but U-Haul should report proper records. Now I have to deal with getting these seven extra charges removed from my record. This ruins my entire experience.

Barry B. on

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Salesperson was very helpful.

gary k. on

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garreth h. on

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Fast and easy drop off and check in

AL M. on

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FIX THE APP!!!

Joseph O. on

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laura b. on

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Jose at the San Rafael location was fantastic - quick, professional, and helpful. The UHaul call center had made my reservation for the wrong location, but Jose was able to transfer the reservation to the San Raf UHaul on the same day I needed the van.

Jonathan F. on

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I originally said no dolly on my reservation. When I showed up to pickup the truck I changed my mind and requested a dolly and paid for it. When I picked up the truck and brought it home, there was no dolly in the truck. Even though I was assured there would be. So that was disappointing.

Ryan P. on

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MARIO Z. on

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The person who was working in the casher was un profesional //////:Drew the manager ////: from San Rafael store I am welling to talk to he is boss

shawnie s. on

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Sharon R. on

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larry s. on

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I liked that the owner was there at 7AM and handled my reservation efficiently and with humor. Much appreciated. Also, returning the truck was extremely easy.

Patrick M. on

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well done. Professional attitude. Concerned about my rental.

pamela r. on

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Truck was in bad shape

babak f. on

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I was very disappointed they gave me the oldest truck because it was one way rental . Thanks

GREG B. on

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Caroline B on

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Didn`t realize from website that I needed a hitch on my car to do self pickup but I called day before to ask and we were able to rent a pickup instead.

Susan J. on

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DELL S. on

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tremendous service. young woman counter and yard service was excellent. sorry I don't have her name. she handled my rush order plus 3 others - all complicated, very adroitly

brian f. on

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Everyone was so nice. From pick up to drop off.

Stanley S. on

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The staff on the phone and in person were very friendly, the vehicle clean & the prices reasonable. But I had to rate the location "below average" because there was no dolly (which we reserved & paid for) in the truck. This is not a huge deal...mistakes happen. But I have emailed and called twice about getting this charge removed from my final bill and no one has responded. A bad way to end a great experience until then.

Douglas J. on

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Jeff L. on

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Go to San Rafael instead of San Francisco which was a zoo, got confirmation for truck and trailer at Lake Merced location. Not till last minute did I get a notice to pickup the truck in SF and that the trailer was in San Rafael!! 10:30appt in SF turned into 12noon, with trailer pickup due at 12.. 1hr later to go to san rafael was a wasted day just in travel time. The system doesnt' work well

Caroline B. on

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Michael C. on

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I have made three calls to customer service regarding a parking permit left in vehicle. Each time customer service was very friendly yet I have not received the promised call back. Makes me feel very undervalued as someone who has rented three times over the past 10 days

Ellen R. on

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Adrian S. on

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Brad C. on

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Luke M. on

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Monica is a fantastic Customer Service Representative!!! She was so helpful and had a very pleasant manner. Thanks...I will be back.

Jason P. on

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David C. on

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more staff

Gil s. on

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Rick M. on

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The staff at this U-Haul location is excellent, particularly Monica. They are very knowledgeable and courteous. They know that everyone is anxious to get their rental vehicle, so they work quickly to get you on your way.

DOUGLAS A. on

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William F. on

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Chris M. on

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have more open trailers on hand

Deanna F. on

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Terry G. on

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Thank you.

Richard S. on

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Glenn S. on

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jon e. on

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ann b. on

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Richard G. on

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teal s. on

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Barry S. on

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even though I had a reservation and confirmation number, when I arrive to pick up my truck it was not there. I had to travel to another location to get a truck. Not good !

ROSS T. on

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I really want to applaud your accommodating staff who worked Sunday and who assisted me at every turn from check in to check out and even with my parking. I didn't even want to rent from this location, I have before and the parking can be a nightmare, I was avoiding it and going to rent from Novato, but it was the accommodating and professional staff as the reason why I decided to rent from this location. Their attitudes of genuine care and concern for your customer's truly goes a long way. Salute. Thank you.

Allison L. on

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Susan P. on

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I always have a quick check in and return on any rentals w U Haul

David t. on

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Jose and Monica were awesome: friendly, courteous, and very helpful. Thank you.

Marco C. on

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Richard L. on

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Truck was dirty, & there was a big scrape on the truck: no one reviewed the condition before I took the truck, no documentation that showed damage, but apparently it was all in your system already.

Scott A. on

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They have improved this location quite a bit. There used to be miserable staff working there, long waits and everything was really beat up. Was nice to see pleasant people and equipment that didn't look like it was hit by a train before they gave it to you. A nice pleasant surprise.

MICHAEL C. on

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Monica, the rep was so great. Knowledgeable and courteous. She knows her job.

Robert H. on

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Great service both when picking up and returning. One of the best locations with great people. Could not be happier. Vehicle ran perfect. Thank you

john a. on

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Amy H. on

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Luis in the yard and his daughter at the desk are kind, efficient, calm, helpful

THANYA A. on

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WALT S. on

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Team went above and beyond to find me a pick-up truck when at first it seemed one was not available.

David E. on

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Loretta K. on

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I was a little worried about renting from this location because they'd received some critical reviews a while back. However, I had a fantastic experience. Everyone who helped me checking in and out were friendly, efficient, and professional. I recommend this location highly!

Mike P. on

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Timothy Michael L. on

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james f. on

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Fantastic customer service!

Helen T. on

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Frank H B. on

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Jordan S. on

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Don't charge for time after the equipment is returned.

Nichole M. on

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Everyone on the Uhaul team was friendly and helpful. Picking up my rental truck was easy, and for the most part, quite quick. I had a slight issue with my bill, but I emailed the manager who was very polite, professional and prompt at handling the matter. Overall, this has been a wonderful customer service experience!

Nikolas G. on

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The tire pressure light was on and they did not know why. There was a 20 minute line at the register and the truck was not inspected before we arrived.

Sarena M. on

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Josh N. on

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sara w. on

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Nicolas P. on

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Mary D. on

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I was very disappointed that despite making my reservation online over 2 weeks in advance I was given a 10' truck instead of the cargo van I had reserved. The agent at the store stated that cargo vans are only available for round trip/in town rental and not one way. If cargo vans are not available for one way rental the website should reflect that so customers can make an informed choice in their reservations. If it's that one was not available, a message sent in advance would be helpful so the customer is not blindsided when they arrive.

brad f. on

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Every time I visit (2 -5 times a year for 27 years,) the condition of the place keeps improving. A great community asset.

Glenn S. on

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Scott R. on

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Fix the tire pressure sensors.Tires looked fine, didn't run hot, and the truck (Dodge cargo van) handled well, but it's a little upsetting to have the low pressure warning on all the time.

mariana a. on

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dave s. on

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Nathaniel S. on

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This is not a review of U-Haul of San Rafael, who were helpful; it is a review of the national U-Box system. I paid for a national door to door move. I scheduled a specific day and time for delivery through the national U-Haul phone number, and paid the city of Oakland for a 1-day parking permit to have the box delivery. The day before my scheduled delivery, I called the U-haul location in Northern California where my U-boxes had arrived to confirm. They said they had no record in their system of any scheduled delivery, and further that they had no trucks that were available to complete the delivery on the scheduled date. I spent hours on the phone with U-Haul trying to get the delivery I had paid for, without success. In the end, i had to rent a U-Haul van and ask several family members to spend their day driving out to the U-Haul facility to unload my U-Boxes into the van, then drive with me to Oakland to unload at my apartment. During the process, multiple U-Haul employees at different locations said to me that U-Boxes deliveries frequently have problems, with one telling me "you're just lucky your boxes ended up in the right state!" I thought about demanding a partial refund, but honestly didn't want to spend any more time fighting with U-Haul unhelpful customer service processes. Needless to say, I will never use U-Box again and will recommend to everyone that they avoid it.

paul m. on

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Thanks

Derek S. on

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derek w. on

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Barbara W. on

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The gentleman who handled our rental transaction demonstrated excellent customer service. Seems like he enjoyed his job and appreciated working for U-Haul. I wish I remembered his name because he should be identified as an company asset. Thx

Ashraf H. on

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ty s. on

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Monica in San Rafael was fantastic! She saved my daughter's move. Above and beyond the expected. Give her a raise.

Glenn S. on

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ray b. on

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Jason C. on

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I ended up having to pay for more than double the mileage I actually drove due to incorrect miles either when I left location or the reading is incorrect while driving. Unfortunately I only looked at the fuel level when leaving the location :(

JOSE O. on

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truck was dirty and in need of alignment very dangerous to drive. i returned it early. the windshield was filthy and driverside wiper was comming apart. i will not rent here again. the mileage charge is excessive. the staff were lacking enthusiasm and interest. sorry but you have fallen behind the competition.

cindy s. on

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Jeffrey M. on

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More customer parking onsite would be nice. Less aggressive day laborers on site would also be nice. Everything else is good.

JUDY D. on

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Elizabeth T. on

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More people to help check in and out - I saw the we are hiring sign so hopefully that will help but the do a big volume there and could do even more with more help

Brad C. on

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ROBERT K. on

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Returned trailer on a Sunday afternoon, and received an email receipt saying I had returned it the next day and billing me for an extra day.

Stephen B. on

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HMoving is stressful, but you guys helped a lot.elpful folks at both ends of my long trip.

Bryan B. on

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Very well run and professional location.

LORING D. on

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In hot weather pass out ice cream or lemon aid.

Dena J. on

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Amy Z. on

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patti c. on

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Troy B. on

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7/7/17 Please read the detailed e-mail I sent you on 7/7/17.

GEOFFREY M. on

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Your U-Haul computer system went sideways on me, during my last rental experience...a little 5'x8' utility trailer (i've usually rented the dual axle 6'x12'). I had to wait 45 minutes until Jose (God bless him) said, just take the trailer...we've got you info, you've rented from her lots..just go..." Promote Jose.

Glenn S. on

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Susan L. on

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Monica Vasquez is a great employee. She's friendly, professional and efficient. I really appreciated her.

STEVE R. on

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Sack the middle aged guy who doesn't understand how your computers work, makes stupid jokes, gets everything wrong, had three attempts to book a trailer, and finally books it for the wrong day. Absolutely pathetic.

Keenan P. on

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Karen P. on

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Glenn S. on

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lisa r. on

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ronald a. on

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Michael K. on

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THANKS for having our 4x7 trailer ready for us this year! It was the perfect size and we enjoyed it.

David S. on

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I overfilled the gas level. Difficult to return exactly half full. A credit would've been nice to offset the extra 3 gallons of gas I left behind...

Jeffrey R. on

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Heidi U. on

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TOMASI N. on

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It took too long to wait, I waited for about 30min before I was served

Charles G. on

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First time I tried to close the back sliding the cable was jammed. Brought the truck right back where I got it. No help what so ever. Had no other trucks. Put me on to roadside assistance. Completely messed up my plans. The owner simply avoided me and left me to deal with a defective truck.

Karin C. on

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To make it an excellent rating, out of four people, two of them provide amazing customer service. For the other two, greeting the customer with a nice happy hello goes a long way.

Carol S. on

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Customer did not leave a comment.

tim n. on

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The truck I rented broke down, and I was told I would not be charged for the replacement truck. I ended up being charged an extra $241.28, which was a complete surprise, different from what I was told, and my email inquiry to the location was ignored.

christy m. on

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After I made my Uhaul reservation, I went to go pick up the truck and found out that my reservation had been cancelled. They didn't even notify me that my reservation was cancelled, and it was a huge waste of time.

Lindsay B on

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Staff was very helpful.

Joshua D. on

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Charge 'em less money on a roundtrip rental.

doug l. on

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I had such great help from start to finish. The trailer was ready when I got there. Returned and was treated by helpful staff and check in was easy. Will use UHAUL again.

Sulieman N. on

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Not trained employees

Suleiman N. on

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Hire proffesional employee

James A. on

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Train employees in the meaning of customer service. I will never return to this location. I'm shocked at the attitude and actions of one employee. He was hostile, aggressive, and/or looking to get out of the rental business. There were 4 or 5 customers milling about and an overworked young lady doing her best to help people and this useless, surly young man. Someone (uhaul) needs to upgrade their gray matter and staff.

Stathis T. on

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The woman working the front was stellar. Really sharp, quick with the process and friendly.

Ben S. on

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I reserved my trailer almost a month in advance for a move from Canada to California. When I got there, there was a"mix up" with reservations and they only had a smaller trailer available. It was a disappointment because that meant I didn't get to bring all of my belongings home as planned. I will be very hesitant in the future with Uhaul when I am planning something like this. It seems as though my reservation meant nothing.

tonya r. on

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Kevin S. on

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Robert M. on

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More parking spots for vehicle that gets you to this location.

LENARD B. on

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Great service with a smile!!

Hossein A. on

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Khalil H. on

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Customer service was abysmal. There was no one to greet me outside when I returned the truck. Stood in line 20 minutes and then was told to leave the key in the truck. I put gas in the truck but was still charged for fuel. Others in line behind me were more upset than I was becasue of the slow ansd poor customer service.

Barry V. on

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William B. on

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Always had a great experience at this location.

Daniel L. on

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The young lady that helped me with the vehicle was outstanding! Extremely friendly and professional. Two thumbs up!

Jodi R. on

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Floyd M. on

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Jennifer M. on

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Check in and check out process were a total hassle. First I did the self check out which was a real pain... Then when I returned the truth, the return process with the staff took three people 20 minutes to figure out. Really.... you've been in business a very long time, one would hope you made this whole experience easier for your clients... Penske certainly does...

Kyra C. on

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It was a great experience. I reserved online ahead of time, which was very convenient. Pick-up and drop-off were a breeze. The van was in good condition. And the service was affordable. I'd use this location again.

Peter V. on

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Front driver side tire may have leak. Was at 10lbs when received.

Bruno C. on

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The place was a mess when I arrived. It took me a while to find my truck, which was blocked by 2 others. The truck was scratched and dented everywhere, but i couldn't even do a walk through because there were other trucks blocking it.

Joseph K on

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Trailer ready 7 hours. Uhaul team pushed logistics on me. Boxes weren`t ready on time.Uhaul team went to lunch instead of fixing the issue. I had to continually call back after hours with no response

Karsson H. on

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We waited 25 min in line, then after renting a pickup, the charge was over $80- the owner of that particular franchise, didn't even explain that there was a refundable deposit, so after inquiring why my $19.99 vehicle was now $80, he acted annoyed and didn't want to take the time to break down the charges. They were rude, curt, and made us park on a Dar side street as they had no more customer parking by 9:15 in the morning. Definitely not a good first U-haul experience at all.

Paul E. on

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Amy H. on

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Justin C. on

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Tracy S. on

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Clarify where to park, and where to drop van off...

joao r. on

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David G. on

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CSR Monica is a wonderful U-Haul ambassador -- efficient, professional, engaging and friendly. Double her pay!!

james h. on

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Karin C. on

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Very helpful and professional front desk rep!

Mary Z. on

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Monica went out of her way to help me find s chain and lock up my trailer in case I needed to pull over and sleep on my 8 hour solo drive.

Bill M. on

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The staff was pleasant, well informed and great to work with. I have used this location numerous times in the past and would use them again.

Eduardo C. on

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Nothing

Glenn S. on

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Saranya B. on

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Customer service was decent, but it would be suggested that the true amount of gas be confirmed before setting as default on the paperwork. We went to let U-Haul personnel know that the tank was not 3/4 full, but the personnel did not update the soft copy, just manually marked it. Thus, the changes were not captured on final receipt. Friendly service and easy booking.

Sandra G. on

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Martin N. on

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Janel K. on

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peter f. on

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very good in all respects

winston W. on

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Great, helpful staff.

Grant B. on

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Mr Vasques is definitely managment material. Promot him to corporate!

Mark L. on

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Our truck rental experience was good. However, we had a terrible experience with your partner, Movinghelp.com. We confirmed moving help through the Uhaul site and the movers next showed up. We were texting with them the day of our move and after they let us know they would be 1.5 hours late, we waited and they wouldn't respond to our calls or texts and never showed up! It was one of the worst moving experiences we've ever had and left us in a terrible bind. Not to mention I am 8 months pregnant and unable to help my husband during the move at all. We relied 100% on this moving company, which never showed.

Lowell F. on

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Great attitudes, get it done problem-solving professionals Definitely a diamond in your organization I've had less than wonderful experiences elsewhere. Maybe send all of your new hires for training in San Rafael ??

Brian m. on

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lyle c. on

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Yashica S. on

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Melissa T. on

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David B. on

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Great/Awesome/ Magnificance

LAWRENCE N. on

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Glenn S. on

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neil c. on

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I dropped off after hour

joey z. on

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1. First time I called to make a reservation, I was put on hold by customer service for over 5 minutes to verify pricing. 2. After having provided my cellphone number as a contact info, a second number was asked. I asked if it was optional and was told "no second phone number, no truck." No explanation was provided and said it was a policy. 3. Customer Service was neither friendly nor courteous.

Heidi W. on

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Shaquille was fabulous. Relates to customers well. Cordial. Knew his job.

BRIAN H. on

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Good personnel there. Really a step up from others!

Kristen A. on

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winston w. on

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Robert F. on

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Thor was helpful and quick. Made the experience easy and I appreciate that because I was in a rush

Kent H. on

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harmon t. on

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Trainees misinformed me on prices, that's all. Otherwise they were courteous.

kate k. on

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R Scott S. on

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Drew and the Crew are great - truly professional and personable experience!

Sean B. on

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I was forced to travel from San Rafael to the Rohnert Park location after I was denied a rental from Drew Bates GM of San Rafael because I didn't want to give a second phone number. Found out from Amber in scheduling (super helpful) that this is not a requirement but a request. Drew Bates flipped me off and told me he would not rent to me even if I did give him a second phone number. He said I could give him a friends or a family members phone number, seriously? This is absolutely obsurd I'm not going to give out someone else's information. Also when you book online it never once asks you for a second phone number as a requirement and asking for a friends or family members number...I'd never give out someone else's information. Dew Bate's customer service or lack there of is very appearant. Even an employee of UHual said that he heard that Drew Bates was a piece of work. His demanding a second phone number and then refusing service, flipping me off and degrading my characture was simply uncalled for. I spoke with Amber in scheduling and she confirmed that the second phone number is not mandatory and is voluntary. Drew Bates should not only be written up or for his behavior but fired!! I was already having a tough day as I was picking my vintage vehicle up from a custom auto fabrication shop where the owner had been thrown in jail for 12 counts of grand theft and my vintage truck was in pieces. The owners of the San Rafael store should be notified of this employees insolence.

rene s. on

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The van was dirty and had left over dog food in it. the host was the nasties woman i have ever done business with. i would drive all the way out of town then use there service again.

Cheryll B. on

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Great customer service. Thank you for being patient with us, it took some time to get the final move out date, and you still had a truck available for us. Thank you so much

Robert M. on

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Customer did not leave a comment.

Penny S. on

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My truck was too weak to drive up a hill empty. It made a strange sound. But it was clean, the guy who both helped me check in and check out was extraordinary, and it was great to have a vehicle on short notice. There were a few problems but my customer service guy was on it

David B K. on

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Jeff J. on

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VERLINDA M. on

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the truck had a major flat tire and waiting for roadside service was too long so I paid to have it repaired. hoping for a discount on the miles, we had to drive an extra 60 miles to Ukiah for tire repair. Verlinda

Dana S. on

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Dana S. on

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Curtis M. on

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My experience was very stressful and I cannot recommend UHaul again. ERROR 1: I reserved my 17ft truck through your website. I was to pick-up the truck at 9am on a Sunday at my nearby rental facility. Your website however didn't tell me they don't open till 10am on Sundays. This was costly because I hired a moving crew to start at 10am. ERROR 2: When I arrived at the pick-up location (Empire Mini Storage in Novato) (confirmed within the email sent to me from UHaul), I was told no truck was available and my pickup location was now 8 miles south (in San Rafael). ERROR 3: The reason for ERROR 2 was because the pickup location changed (why?) and someone from UHaul tried to call me. If they did, they didn't leave a message. They also didn't use the email address you have here. NOTE: All of your local UHaul personal were very professional and friendly. I have absolutely no complaints about them. In the end, it was a stressful and far more expensive day than it needed to be. It cost me time and my own gas (to and from the new pickup location). It cost me money: moving crews are expensive---- I paid them while they waited for me and the truck. Curtis Myers Reservation Number: 26872308

Jessica W. on

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Customer did not leave a comment.

Kyle K. on

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After hour drop off.

John E. on

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Service was efficient and well-organized, the staff exceptionally pleasant and helpful. I had a bad experience at another site some years ago and one couldn't have been more different.

chana a. on

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Knowledgeable and helpful staff

Andrew A. on

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I had reserved a truck with a utility dolly for the San Rafael location. The day before, I called to confirm my order for the utility dolly and the truck. All was in order. We picked up the truck and was told the dolly was in the truck. When we arrived at the location, 40 miles away, we opened the truck to see NO dolly! When I called about getting one, I was told I would have to pick it up, which was not very close by, create new contract and then pay extra because it would be considered a one way rental. It would not have been worth driving all the way out to get the dolly and losing the time of moving so we did without it. Huge waste of time on the phone and then given no help to remedy the situation. Not even an offer to comp the cost of the ally rental considering it was all on the fault of Uhaul. Unbelievably poor customer service.

Glenn S. on

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Patrick F. on

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Yang L. on

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A general comment for Uhaul is to update the system. I was given a drop-off location that discontinued accepting drop-offs so I was forced to wait until the following day to schedule another drop-off location which took me 3 hours because my calls weren't going through for the first two hours.

Deborah R. on

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marinda f. on

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Leslie W. on

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gary r. on

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Mary P. on

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All good. No complaints.

lois r. on

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Everyone was wonderful. Luis was incredibly helpful and kind!

Donald F. on

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Got help to tighten the ball on my hitch, which I appreciated. There always seems to be a 10 minute wait at the counter.

Matthew S. on

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Customer did not leave a comment.

Cheryl L. on

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Clean truck windshield at a minimum

Marivone S. on

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The van I rented was very duty on the outside.

Bill H. on

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be clearer on what time the rental is signed up for, as the expected 'return time' was only 4 hrs rental, but charge could have gone for 24hrs.

Alison C. on

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The back door on the van I rented didn't close properly so it made a lot of noise. Everything else was great and the staff were fantastic even on a busy weekend!

ELLEN P. on

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I cannot recommend U-Haul at all because 24 hours before I was to move my daughter home from college and needed a trailer, I was informed that there was not one available near the location that we had reserved. That put me in a very very awkward position. you need to train your locations to warn people that even though they have had a reservation for months and months, and confirmed many times, there may not be equipment for them.

Robert S. on

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LORETTA J. on

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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.

glenn s. on

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Gary m. on

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Truck was a little run down but functional. The employees on both ends were helpfull and courteous.

Erika P. on

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Super nice customer service, very helpful and chill.

lori m. on

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STEVE B. on

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david t. on

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Customer service at the counter was outstanding and helpful.

Robert B. on

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The attendant at the San Rafael store was polite, efficient and a pleasure to work with. The person who hooked my trailer spent time and made the process enjoyable as was the woman who unhooked my trailer. She saw me coming and was there by the time I was parked. A great experience overall

charles c. on

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JANE E. on

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Ian M. on

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Ignore the not clean comment. I rented in the middle of a series of rain storms so I would not have expected a clean vehicle. It was not muddy inside which was important.

melissa d. on

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When we dropped the truck off we were helped immediately. There are a lot of trucks available and the location is clearly marked. Such a huge difference from ygnacio plaza.

Jamie D. on

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Cristal G. on

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suzanne s. on

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Better parking. No place to park our car while using van. Also, very short staffed

Michael S. on

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DAN S. on

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devi p. on

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NANCY w. on

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This is our primary uhaul location--i have used it a number of times. we simply dropped off the vehicle. It sometimes seems understaffed.

Steven K. on

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JANE E. on

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Ruth N. on

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I did not realize (although, obviously, I should have) that I needed to refill the little bit of gas I used or I would be charged a large fee. This needs to be made explicit by the salesperson and on the website and the contract.

Amy B. on

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The truck had a really strong odor inside that was chocking to breath. People working there were very friendly and helpful.

JILL B. on

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Sean D. on

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DEBORAH G. on

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I had a very bad experience with the customer call center after I rented the van and called back to confirm the amount of time I was entitled to use the van. Worst customer service experience.

gary p. on

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Not sure of the names of the two people who took care of me, one women when reserving and a man when returning but they both gave excellent service and good advice. Hopefully you can look up their names and commend them.

karl l. on

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the young lady who helped me was very competent and friendly. she made things easy. i was very pleased with my experience.

tom m. on

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If you are crossing the bridges in the bay area you should be told by Uhaul (and all rental services) that you need to register your fastrak with the license plate of the rental vehicle, before you cross the bridge, or you will receive a $31 charge. If the customer has no fastrak--they need to pre-arrange that by calling fastrak ahead of time.

William S. on

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Drew and the team were great. Check-in was very efficient and helpful. Unrivaled customer service - sadly becoming more and more rare these days. Thank you for restoring my faith in well-run businesses.

erwin s. on

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Very poor with the service you have to wait twenty minutes for service you should have more people behind the counter not just one guy for three people waiting in line.

Mark M. on

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Peter H. on

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per b. on

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ted b. on

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Everyone was very helpful and went out of their way to make our experience a positive one.

Teresa W. on

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I really cannot think of anything

william d. on

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JENINNE F. on

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They said the truck is full of gas it was not it was only a quarter full I registered the vehicle with my visa card online so it would be easy for my driver to pick up they said they knew nothing about it my driver had to use his personal credit card number in order to get the truck and added an extra hour to our day and backed us up completely

CHRISTIAN V. on

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Randy F. on

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I was very happy to pick up the exact triler I needed, with a ramp to wheel load some goods into the trailer. Best of all, i called 15 mins prior to needing the trailer and they had what i needed. Granted, i decided to do a one way rental due to time constraints of returing to the rental location, and price went way up. Worth it for me as i value my time accordingly. I probably saved as mich as the rental increase in gas savings, let alone my time. Quite satisfied. Good people, no hassels, and on the fly rental. Thanks uhaul.

Caesar S. on

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sarah m. on

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WAYNE T. on

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Check in was fast and easy. The return was even better. Excellent customer service.

Christopher H. on

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Daniel B. on

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Parking is limited and the appearance of the place isn't great, but the people that work there seem experienced and they are helpful.

Petio S. on

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DANIEL S. on

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Annette F. on

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Nkosi n. on

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Eric B. on

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Rented a 5X8 enclosed trailer; staff was incredibly helpful (hitched up the trailer, ensured all worked well) but the downside was the that the inside of the trailer was filled with dirt and shrubs; most likely someone hauled garden trash and never swept it out. That was my only disappointment.

paul d. on

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The gentleman who checked my trunk in was great! He found my wallet, and then my phone (as I was leaving). Please let him know because really appreciated that. Thanks, Paul Duchesne

THOMAS M. on

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I think the $1.05 per mile is crazy expensive! Should have a set fee like car rental places do. You need to have a unlimited miles especially driving in local area. Cost me over $150 just to pick up a chair.

Michael A. on

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Great service!

BARBARA G. on

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Barbara G. on

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Glenn S. on

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edward b. on

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I was overcharged and the manager never returned my call!

Dana A. on

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The staff were very quick and helpful and am very happy with the service.

michael f. on

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Ray C. on

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Curtis C. on

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The wait time was long at return...maybe understaffed?

Christopher H. on

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shane t. on

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You have a great employee. I don't know what her name is but you are lucky to have her!

YOUNGSOO C. on

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Jonathan O. on

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Luke M. on

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Monica was a great customer representative and took good care of my needs!!

edward h. on

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U-Haul of San Rafael Big dealership Great experience friendly staff, clean facility. Would definitely rent from them again

Sean S. on

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Fast in fast out, the staff hooked up the trailer while I finished paperwork. In and out in 5 minutes since I had done most of the paperwork online.

Carol H. on

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Jonathan O. on

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marlea t. on

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Josephine M. on

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Everything was ok but we had to wait almost 10 minutes for help and we were in the store alone for that time

Lilia D. on

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WILLIAM M. on

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The staff at the San Rafael was fantastic. The check-out and return was flawless! Super friendly and went well-beyond the call of duty!

lukas k. on

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Renting a van is absolute rip of. $19.99 per day is a joke and it should not be painted on the vehicles. Its more like $100 dollars a day. I will never rent a van again from uhal .

Stacee B. on

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Lois M. on

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Everything was made very easy for us, and we felt the price was quite reasonable. Thanks!

Ronald R. on

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The folks at the counter could not have been nice,friendly and efficient with the customer. They get you in and out ASAP Thanks Ron

JIM M. on

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The experience was excellent and I know that the manager helped me out with any problem I had. He was terrific. jim

Lisa N. on

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Our only complaint was the person who helped my son when he went to pick up the truck didn't seem to have all of the reservation info which had been made online.

Darrell T. on

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R Scott S. on

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John F. on

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Barbara C. on

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Arnold A. on

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When we walked in to pick up our reservation, no one was in the store. No one. I and another customer stood there for 5 minutes waiting for someone to help us. Then I walked to the back of the building, where non-store employees seemed to be working. When I asked if someone could help us, they said "someone should be up there soon." Five minutes later still no one. Finally, Monica came in. She was not the manager and seemed to be tied up previously with another task and surprised no one was in the store to help anyone. Monica was very fast and helpful and the only reason I would recommend this place to someone else. She was great. Another reason for displeasure is when I called to confirm my reservation before coming in, a man - I think the manager - answered. I asked him if I could pick up sooner. Instead of him asking "What's your name? I'll check for you." he said: "Well I don't know who you are. What's your name." And then: "Well the truck is here, so you can come whenever." Not a good first impression.

Glenn S. on

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Customer did not leave a comment.

JOHN C. on

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The staff is always friendly and knowledgeable, I have come here quite a few times and the experience has alwayy been good.

richard h. on

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it was fine

john c. on

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Staff was friendly. I'll go back.

Otto M. on

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Customer did not leave a comment.

brian g. on

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The truck was on it's "last legs". The engine's valves were clattering, the oil pressure was over the top and the transmission acted as if was going to "blow" at any minute.

DOUGLAS A. on

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I have rented your 5x9' open trailer for years....San Rafael has improved SO MUCH in the past couple years! Thank you. Douglas Andelin

Diane P. on

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We had a horrible experience with U-Haul. The pick-up and drop-off locations and employees were just fine. It was the reservation experience that was awful. I reserved 2.5 weeks in advance a 26 foot truck and a car trailor. The day before I was notified that the truck and trailer were not available and that we would have to travel to Antioch to pick them up (which was not feasible for us). We then spent much time on phone calls discussing this and in the end (morning before move-out date) we were told a truck would be available for us along with the trailer after all, at our original pick up location. However, a few hours later Antioch called to confirm we were picking up a truck and trailer from them (NO we were not!). They had no record of the subsequent phone call with the truck/trailer in San Rafael, and once again there was none available. More phone calls. Within the course of one call: Nothing in San Rafael, something in Hayard, nothing in Hayward, Something in Oakland, nothing in Oakland, something in Santa Rosa, oh wait, a 20-footer in San Rafael but no trailer, but we could get a trailer in Vacaville. We accepted this solution and as it turned out had to leave a lot of furnishings behind as they would not fit in the smaller truck. We could not get to Vacaville in time to pick up the trailer. This was a nightmare experience and I will not use U-Haul again, at least for a long-distance move. I believe U-Haul owes us some compensation for all of this, other than the "we are sorry for your inconvenience". A move cannot be disrupted like this, especially long-distance, with house sales and deadlines involved. One day notification that what we reserved (and I even "express paid" for it in advance!) would not be available after reserving 2.5 weeks in advance is NOT ACCEPTABLE.

Shannon F. on

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Customer did not leave a comment.

Karen G. on

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make sure vehicles have filled fuel tanks

John G. on

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Always quick and friendly. Love these guys.

Phillip A. on

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Customer did not leave a comment.

MARIJANE R. on

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Great experience as usual. Quick to rent and check in as well.

Obaidallah M. on

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Staff there was friendly and helpful

paul t. on

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Staff was very helpful and friendly.

diego c. on

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Customer did not leave a comment.

Andrew S. on

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Monica and the lot manager (I did not get his name unfortunately) did a great job with my rental and I highly recommend this location. Great customer service.

David W. on

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Everything went smoothly. The staff was helpful and friendly. The trailer worked perfectly as I towed in 1600 miles.

Steve B. on

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Great Experience. The woman at the desk was very efficient and friendly. I woul definitely rent again and recommend to a friend.

ZHIFEI S. on

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no space for customer parking

george h on

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

Owen C. on

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Customer did not leave a comment.

MARTINE M. on

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The truck is a little old but the service and the crew were excellent.

Brad s. on

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Customer did not leave a comment.

Francisco R. on

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Great service

Mike T. on

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These guys are quick, effective and nice.

Michael S. on

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Nothing comes to mind.

David W. on

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Employees were all very helpful

Thomas W. on

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Customer did not leave a comment.

danea w. on

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Show customer how to unlock dolly inside truck.

glenn s. on

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Customer did not leave a comment.

Cesar C. on

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Customer did not leave a comment.

Woojung P. on

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Customer did not leave a comment.

Ed M. on

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Please communicate this message to the manager of the U-Haul facility at 1205 Francisco Blvd. in San Rafael, CA Years ago (in the 90's) I owned a Penske truck rental facility, so I do understand your business a little bit. I typical rent a truck from you one time a year on average. Almost always from this San Rafael location. I apologize for not remembering her name, but the young woman on duty who rented to me the morning of January 21st was a perfect employee. She was smiling, efficient and professional. When I returned the truck in the afternoon she was outside washing windshields. The return experience was just as nice as picking the vehicle up from her. When I returned home I told my wife about her and described my rental experience yesterday as" the best I had every experienced. " She was really that good. I truly hope her manager is copied on these comments. Thanks Edwin G. Marshall Stinson Beach, CA

Connie W. on

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