The people who work this location are an excellent team! Monica, Matthew, Ulee, Hurley, Luis, Diana are all fantastic.JULIE P.
U-Haul of San Rafael
Testimonials From Recent Customers
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.
thankyou for being so quick and efficient. Your employees were supper helpful and thoughtful.LARRY S.
Reserved appliiance hand truck, furniture dolly and pads. Despite plenty of trucks none of these was available. I was told all of this equipment you reserve on the website is not in fact reserved that it is all first come first serve equipment and despite arriving 30 minutes after opening that none of these items was available. Horrible customer service. I plan to express my experience across all of the online rating platforms. This is a horribly run franchiseTIMOTHY K.
I have had bad experiences at this location in the past. On this occasion, the counter person was friendly, helpful, and efficient, it was a nice surprise.MARYLIN J.
Thanks for being therepatrick O.
The trailer was filthy - literally coated with dirt.Matthew H.
Customer did not leave a comment.Joyce Y.
Your uhaul app is retarded. It leads you to believe that by using the app that you can walk onto the property and take your truck. No. You get there, find your truck and they don't give you the key. So I look in the app and it makes you put in a bunch of info and wait 10-15 for "approval". Anyway it took so long, I had to go in. It's way quicker to see an employee. Drop the app or let us know that you have more work to do before you show up. Didn't let you know. You're not Hertz or National. No reason to use it.Daniel P.
Customer did not leave a comment.JOHAN G.
The employees were greatMichael G.
Customer did not leave a comment.KENDALL S.
I wanted to rent a dolly but upon picking up the UHaul, they were unavailable. This made my move incredibly exhausting and I won't rent from UHaul again knowing that items are "subject to availability."Pam C.
Customer did not leave a comment.Melanie W.
More customer parking.Daniel I.
Customer did not leave a comment.DONALD T.
Customer did not leave a comment.Dana W.
Customer did not leave a comment.William B.
Customer did not leave a comment.Larry S.
The best deals and excellent customer service!JAMIE L.
Your crew at this location is top notch! Monica, Ulee and Hurley are all excellent!!Julie P.
Customer did not leave a comment.GUSTAVO L.
Customer did not leave a comment.Steven S.
Great customer serviceFred R.
Customer did not leave a comment.GLENN S.
Excellent reservation and check in process. Horrible return and check out process. Turned in trailer with no offer of assistance or receipt and was erroneously charged $20 after hours service fee even though trailer was returned before due back time.CARL I.
Always good equipment and good quality service.IAN R.
During the pick up time I was told that this lovation doesn't offer one-way pick ups which I find ridiculous. Isn't the whole point of having so many locations is that when you move quite far you don't have to drive all the way back to the pick up location to return the vehicle??! I was told that I have to return vehicle back to where I picked up even though there's 3 u-haul location within few miles radius from where I moved. Very dissatisfied and disappointed. Unlikely to ever use the company againIana V.
It was raining so hard and the staff was very helpfulIvamere T.
Customer did not leave a comment.Larry S.
Customer did not leave a comment.Christopher K.
Customer did not leave a comment.NATALIA K.
Customer did not leave a comment.Matthew P.
The gentleman who helped me was very helpful, polite, and friendly.Paul D.
The workers at this location are fantastic! Yooley (sp?), Monica, Hurley, Dwayne have all delivered excellent service. However the truck we rented was in desperate need of transmission repair. We would not take this truck out again without maintenance.Julie P.
Employees that helped me hook the car trailer up to my truck and load the vehicle we were towing were very friendly and got it done quickly. The only complaint I had with the location was the large amount of standing water where the trailer was located. I did not have the appropriate boots for this and my shoes/socks became soaked.Brian B.
Customer did not leave a comment.ZAHER A.
Customer did not leave a comment.eric L.
Your sales staff were young and very casual - seemed as if they would benefit from training on customer service. The length of time I had to wait on hold and the multiple times I had to call were very tiring. Please hire more staff to work the phones - dealing with having to call multiple times was quite tedious.JULIE C.
Nice peopleJUAN G.
Customer did not leave a comment.ANTHONY N.
I reserved a truck on line, with all info given, credit card number and such though when we went in to pick up truck at requested time, there was no indication on your computer that we had ever reserved anything! Very annoying as we had our move scheduled! Your kind and sympathetic as well as professional employee did help us out as he claimed that reserving on line was problematic and he would do what he could, and he was able to get us a truck..big thanks to that young man! Thanks, a satisfied customer, because you hire intelligent employees. ...we were advised not to reserve on line there had been a lot of trouble in the past with on line reservations not showing up on your computer... as when we went in to pick up truck nothing showed up on computer even though my credit card info had been taken on line! received, so via computer it doesn't work! Your employee was kind enough to fix us up with a truckLoretta B.
Customer did not leave a comment.Robert W.
Customer did not leave a comment.RICHARD D.
Customer did not leave a comment.james H.
Excellent counter service.Jeffrey R.
Double check the vehicle for scraps.Heath U.
Fantastic service at this location! The lady who set up my rental and got me started was very helpful and efficient. I was also a few minutes after closing dropping off, but one of the staff was in her car just leaving but took the time to explain the self check-in process to me. Considering the stress of the holidays + the current environment I'm thoroughly impressed with the experience at this location.Ali H.
Excellent service from the woman who checked me in and presented the rental.John C.
Customer did not leave a comment.Isaac D.
Pick up and drop off were a breeze - good people work there!John B.
Truck steering dangerous. Charged for gas I did not use!STEVEN B.
The app is terrible and not user friendly at all. There are comparable truck and car share applications which make the experience seamless and low touch to the customer. (This app experience should be similar to ZipCar)WILLIAM H.
U-Haul of San Rafael is excellentSANDRA B.
Customer did not leave a comment.Glenn S.
Service was excellent. Nice and easy, no delays. Special thanks to the employee who received the vehicle on returning - very nice guy!Krassimir B.
The staff was very helpful.Melinda T.
Customer did not leave a comment.David R.
Difficult to find location but once there it was fine...Dominique Z.
Customer did not leave a comment.Joshua B.
I've recommended this location several times.WILLIAM S.
After the hassle of moving, it was nice to have the drop off so easyDennis B.
Customer did not leave a comment.Glenn S.
The lady who helped me was very nice, respectful, and professional. There was another employee there who was a guy who was just constantly talking trash about another customer who got there before i did. He was also the one who helped me when i returned my rental equipment. He was not helpful at all. Not friendly. Borderline rude. I would not want to deal with him again if i ever rented there in the future.Syed R.
The app needs improvement. Much more could be set-up in advance - especially the additional contacts, license photo etc which does not work very well. The app check out took too long.Colin C.
Customer did not leave a comment.Jonathan O.
Everything went great!! Luis Acosta was thorough in his explanation of charges and other rental options of moving equipment. Drop off was quick and easy.gerald H.
Customer did not leave a comment.Christopher F.
Customer did not leave a comment.Zachary H.
I had a terrible experience with u-haul in San Rafael... They basically gas lighted us ... lying on two seperate occasions about why we were not able to get access to our U-box... Very unhappy.robert F.
Customer did not leave a comment.Angie C.
I failed to check the contract and so I did not notice that it claimed there was 7/8 of a tank of gas in the pickup truck I rented, rather than the 1/4 tank that was actually in the truck. I put another 1/2 tank of gas in the truck. I used 1/4 tank, so I returned it with 1/2 a tank - more than when I picked it up. But I will be charged extra because I didn't bring it back with 7/8 of a tank. I complained about this to a manager, who said I should have read the contract and taken a cell phone photo of the gauge. Otherwise there was nothing they could do. He's right; I should have. But I shouldn't have to. U-Haul should have put the correct amount - 1/4 tank - on the contract. That is U-Haul's responsibility, not mine. I wonder how many times a day this location does this? Is cheating people out of gas money a way U-Haul gets a little extra profit margin? Do employees get a bonus every time they manage to cheat people this way? I will never use U-Haul again, for any product or service, and I will leave a Yelp review about this incident.C Joanne W.
Customer did not leave a comment.Ghazaleh R.
The people working there were kind and helpful. However, we reserved 4 packages of blankets and there were none available. This was unexpected and unappreciated at the last minute. I asked if we could rent some for purchase blankets and was told no. I was offered a discount that still did not make it worth it. We used our personal indoor blankets which caused more laundry for us and less protection for our furniture. I wonder if you all can do something to make this up to us?Scott K.
Customer did not leave a comment.Julia F.
While the location of he facility is good the layout of the parking lot (for customers and rental vehicles) is very cramped, somewhat disorganized, and confusing.RUSSELL Y.
Customer did not leave a comment.richard B.
Customer did not leave a comment.Andrew B.
This truck rental experience was truly the worst of my life. I received 4 calls in the two days leading up to my reservation stating that my truck and tow dolly were or were not available. Ultimately, the 15 foot truck I reserved weeks in advance was not available within a 300 mile radius of my location, so I was offered either a 10 foot truck or the option to cancel my reservation. The people I spoke to on the phone and at the facility were neither helpful nor sympathetic. I will absolutely never use Uhaul again, and I will advise my friends and family to never use their services either.Ian S.
The equipment was overbooked.Johanna K.
Customer did not leave a comment.Jonathan E.
Wrong truck for moving a refrigerator. I gave the female customer service person the dimensions and she said the 10' truck would work. Plus a hand truck dolly for the refrigerator and a regular dolly. WRONG! I drove away and pulled over to chexk the dollys. Wrong ones altogether!!could not believe it since I clicked the pictures online. She dodn't know what she was doing. 1.5 hour drive to my pick-up.... NO RAMP on the truck and the refrigerator could not stand up in the truckâ€”-too low. So we had to rope it in place at 45 degree angle. What a cluster!! Worse experience EVER and I've rented UHauls for years. I was very specific and she just didn't know anything. Next time I will only work with a guy on the phone. I had 4 guys moving things who were really pissed off at me. It was a disaster!!kathleen S.
Customer did not leave a comment.Suzanne S.
Customer did not leave a comment.Gwendolyn R.
Customer did not leave a comment.Addison N.
Customer did not leave a comment.NESTOR G.
Monica and Diana were great. So was the whole experience. Very professional and efficient.PAUL S.
lgas tank at 1/4 only...interior cab light out and the pad lock for the box gate would not lock.JAMES K.
Customer did not leave a comment.Kathryn R.
The truck I got was the worst I've ever rented. 150K miles with the check engine light and only a quarter tank of gas at pickup..Jacob B.
Customer did not leave a comment.Freud F.
Super helpful and efficient. And they had the truck!Martin K.
Please see email to CSTM. Follow up directly with customerMARSHALL H.
The "reservation" process is a total joke. I made a reservation for a truck 3 weeks out and had a printed confirmation in my file. I was notified 24 hours ahead that you had no truck for me and my family had to move out of a house - we were screwed by U Haul. No excuse for this total failure. I feel sorry for your employees that have to make those phone calls and tell customers like me that they are 100% screwed and have no truck to move out of their house tomorrow. I'd love to hear an attempt at a response to my comment.AMY T.
Customer did not leave a comment.JAMES P.
Truck was given empty and I was told I would be given $15 credit which didn't happen. I was told I would be given $35 if I fill up a 1/4 of a tank which I did almost half and asked for credit but they refused to for the overfilled. I felt cheated that they didn't give $15 credit for the empty tank and refused to give more than $35 for the overfilling that I did.Ben N.
Customer did not leave a comment.Caitlin C.
New vehicle, Had a slight gas leakJAYME G.
Customer did not leave a comment.Glenn S.
The technician who helped connect and disconnect the trailer was very helpful and quickly fixed a wiring problem with the trailer. I didn't get his name, but he helped me at about 10:30 and again at 12:30 on Thursday. Great service.Jason G.
The overall UBOX experience was appalling. Would never rent one again.matt l. | Overall Experience
Good experience overall.Chris W. | Overall Experience
no commentsJeannine R. | Overall Experience
Corporate, your locations are understaffed, no Management from Maine DepArture to West Coast, take care of your employees, they were incredible, but they must have engaged leadership to lead them.MATTHEW P. | Overall Experience
store manager ignored me about the delay:24 hours which cost me $200 more for their screw up. no apologies no attempt to rectify. no communication. very unprofessional. was guilt tripped by staff.JENNIFER B. | Overall Experience
I ordered a U-box and was not contacted until 3.5 hours after the promised delivery time. I cancelled my order due to this and want to know when I will be receiving a refund for thisjeff t. | Overall Experience
Additional Services at this Location
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