Customer Reviews for U-Haul of San Rafael

Rating:

5.0

Luis is very helpful and knowledgeable.

Rating:

5.0

My name is I've rented from the U Haul location in San Rafael multiple times, and every single experience has been outstanding. I don't usually take the time to write reviews, but this team has consistently impressed me enough that they absolutely deserve the recognition. Every vehicle I've rented has been spotless, well maintained, and in excellent condition. It's clear they take pride in their fleet and make sure customers receive quality equipment every time. What stands out even more is the staff. I've watched them handle some incredibly difficult customers with nothing but professionalism, patience, and respect. No matter how challenging the situation, they never lose their composure or attitude. They stay calm, courteous, and focused on helping everyone as efficiently as possible. The entire process is always quick, organized, and hassle free. They make renting a truck about as easy as it could possibly be. I've used several U Haul locations throughout the Bay Area, and this San Rafael location is, without question, the best. Their level of customer service, professionalism, and attention to detail is on another level. I was so impressed that I felt compelled to leave this review. Keep up the fantastic work. You've definitely earned a loyal customer. z

Rating:

4.0

Manager was professional and informative

Rating:

3.0

The manager Konur was unaware that discounts could be provided based on location changes (customer service was able to fix on the back end!) and was a bit dismissive. Otherwise the truck was clean and in good shape, and made it through the trip with zero issues.

Rating:

3.0

The pricing on the website is unlclear. I was charged almost double what I thought when I made the resrvation.

Rating:

1.0

Horrible!! Worst customer service I have ever encountered. Returning my rental truck to this location felt like I was inconveniencing these people. You need people there who actually like working with the public. These guys clearly hate their jobs. I will not do business there again.

Rating:

5.0

Konor the manager is exceptional! Courteous, prompt and pleasant to deal with

Rating:

3.0

It's surely not your fault, but I needed a pickup and all you had were dozens of cargo trucks.

Rating:

2.0

Unable to take pictures of truck at pickup as there is no space to get the truck to fit in frame. By the time I could find a space to take the photos I was no longer able to photograph the truck with the app.

Rating:

4.0

Wait time in the store can sometimes be long

Rating:

5.0

There were a few of the lights on the trailer that weren't working that need to be addressed... second trailer I've rented recently that had issues with the lighting.

Rating:

3.0

It would be nice to be able to easily unhook the trailer without using a floor jack. There should be some kind of apparatus for that included in the rental. When the trailer is full, it's too heavy to unhook by hand.

Rating:

4.0

The picture taking process on front end of rental a pain. The gas tank should be full on rental. Otherwise service and pricing were great!

Rating:

3.0

It's an easy in and I followed the signs to equipment return. The man came out and just said "Return it where you picked it up" So I drove around the block and back into the lot then I started walking to equipment rental and he comes out and says "Stay with the vehicle" He was just gruff throughout the process, and interaction was just a command from him. There needs to be difference signage if you are returning a trailer and not a truck

Rating:

5.0

No issues with U-Haul of San Rafael. I dislike U-Haul's fuel policy as I ended up paying for more fuel than I was given. I prefer to be given a fuel tank of gas and then return the truck with a full tank of gas.

Rating:

3.0

This store is understaffed

Rating:

2.0

I have used this location for years, and usually the staff is nice and helpful. When I picked up the truck the person who served me did not focus on me but had to also focus on another client who was complaining about something, making my experience longer than necessary. This new crew also did not pull the truck out of the parking space; we had to do that, and it was stuck in between two other trucks, making it hard to get in and impossible to take all the photos we have to upload in the app, so we had to drive the truck out of where it was sandwiched and park it in the middle of the lot so we could walk around and take pictures, which is not very safe with cars driving by and trucks having to go in and out. We were lucky there wasn't much activity that morning. The tyre on the front looked a bit deflated and did not seem to be inflated to the recommended pressure, which can reduce fuel efficiency (especially important now that gas prices are so high). Maybe increase training on customer service. The truck was cleanish in the cabin, but had a lot of dents and scratches all around it.

Rating:

5.0

This is a very good store with amazing staff. Thank you Conor!!

Rating:

2.0

No place to park, long lines, etc

Rating:

3.0

It is not the fault of the employees at this location, they were very nice, but the trucks do not seem to be well maintained. Everything rattled like crazy in the cab and the dash kept saying the gas cap wasn't on tight when it was. I had to stuff cardboard between the window glass to keep it from rattling so loud it felt like it was going to break. The cab wasn't clean, but it wasn't filthy. However, under the seat was a cigarette butt. It did get the job done and I got home safely, but it was white knuckle driving. I'm going to hire movers next time to save the anxiety.

Rating:

1.0

Worst customer service ever.

Rating:

5.0

Continue serving people

Rating:

1.0

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

Rating:

5.0

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

Rating:

5.0

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

Rating:

4.0

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

Rating:

5.0

Would definitely use location again!

Rating:

5.0

Exceptional and efficient service. Thanks.

Rating:

2.0

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

Rating:

3.0

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

Rating:

5.0

Great experience. Couldn’t have been easier.

Rating:

5.0

Everyone was excellent. I had a great experience.

Rating:

2.0

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

Rating:

5.0

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

Rating:

1.0

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

Rating:

4.0

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

Rating:

1.0

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

Rating:

4.0

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

Rating:

2.0

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

Rating:

4.0

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

Rating:

5.0

Very satisfied with check in and return

Rating:

3.0

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

Rating:

2.0

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

Rating:

5.0

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

Rating:

4.0

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

Rating:

5.0

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

Rating:

5.0

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

Rating:

4.0

Everything was fine. The truck was clean-ish. Water stains, etc on the exterior.

Rating:

1.0

The overall UBOX experience was appalling. Would never rent one again.

Rating:

4.0

Good experience overall.

Rating:

5.0

no comments

Rating:

2.0

Corporate, your locations are understaffed, no Management from Maine DepArture to West Coast, take care of your employees, they were incredible, but they must have engaged leadership to lead them.

Rating:

1.0

store manager ignored me about the delay:24 hours which cost me $200 more for their screw up. no apologies no attempt to rectify. no communication. very unprofessional. was guilt tripped by staff.