Customer Reviews for U-Haul of San Rafael

8588 reviews

1205 Francisco Bl E   San Rafael, CA 94901

(415) 457-8400

Location Hours

  • Mon-Thur: 7 am - 7 pm
  • Fri: 7 am - 8 pm
  • Sat: 7 am - 7 pm
  • Sun: 9 am - 5 pm

Services at this Location:

Contact Us

(415) 457-8400

1205 Francisco Bl E
San Rafael, CA 94901

Services at this Location:

Location Hours

  • Mon-Thur: 7 am - 7 pm
  • Fri: 7 am - 8 pm
  • Sat: 7 am - 7 pm
  • Sun: 9 am - 5 pm
  • Free towing inspection
  • 24 hour customer return

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.

Overall Rating:

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Rating:
3.0

Reserved truck was not available as scheduled-desk clerk offered a discount and extended my rent period. Not ideal situation.

jim S. 
Rating:
1.0

Very rude customer service when I return the truck the guy at the counter with the shave eyebrows

JAMIE B. 
Rating:
4.0

Customer did not leave a comment.

Erik E. 
Rating:
3.0

The charge was a lot.

Jese T. 
Rating:
3.0

The air conditioning barely worked and it was a very hot day. I'm a returning customer. They should have made sure I got a good van with AC. I am NOT HAPPY. Also saying if you don't go online after getting van you'll be charged $20 extra is NOT OK.

LAURIE B. 
Rating:
4.0

Customer did not leave a comment.

Leilana M. 
Rating:
5.0

Customer did not leave a comment.

Seth J. 
Rating:
5.0

Customer did not leave a comment.

XIAVANNA M. 
Rating:
5.0

Customer did not leave a comment.

MARCELLA D. 
Rating:
4.0

Customer did not leave a comment.

MICHAEL D. 
Rating:
5.0

Customer did not leave a comment.

Timothy M. 
Rating:
5.0

Quick efficient friendly customer service

Jonathan G. 
Rating:
5.0

Customer did not leave a comment.

GLENN S. 
Rating:
4.0

I utilized your check in App - but when it came to returning I could not check the gas level anywhere on it - PUT IN A FEATURE SO CUSTOMERS CAN SEE THE GAS LEVEL. My Van was pretty dirty outside - but we are in a draught so I figured it was from that. thank you

MIMI C. 
Rating:
5.0

Customer did not leave a comment.

PHILIP P. 
Rating:
5.0

Customer did not leave a comment.

JANE L. 
Rating:
5.0

Courteous service, easy pick up and return process.

BRUCE A. 
Rating:
5.0

Your online reservation system is a mess. It timed out on me the first attempt and while i was successful on the second attempt, when I got to the facility the system book me twice. I suppose that is better than none at all. Also the Cell phone pick up option is ridiculously complicated and requires absurd amounts of identification.

KIMBERLY S. 
Rating:
5.0

Customer did not leave a comment.

MIKE R. 
Rating:
3.0

Customer did not leave a comment.

Dariusz B. 
Rating:
5.0

Customer did not leave a comment.

DAVID N. 
Rating:
4.0

Try to be better about sticking to the reservation. Last minute changes can really affect an already tight move schedule

Graham M. 
Rating:
1.0

The online pickup tool did not work for myself and another customer. We both waited 2 hours until the desk opened to be able to pickup our rental, after standing in line as well.

Colin W. 
Rating:
4.0

Customer did not leave a comment.

Cyrus C. 
Rating:
5.0

Customer did not leave a comment.

Eric S. 
Rating:
4.0

Fix your app and its malware location tracking. I had difficulties using it due to your location tracking / settings. I'm fact, I won't use uhaul any time soon because of the interface

KIRK K. 
Rating:
5.0

Customer did not leave a comment.

AJOY K. 
Rating:
5.0

Excellent service! It was a really easy experience.

DURAND B. 
Rating:
5.0

Customer did not leave a comment.

Alexander S. 
Rating:
5.0

Was able to extend my rental several times without issue. Really helped as we had a uhaul full of household supplies to move and the other home was not ready.

Van H. 
Rating:
2.0

provide a clean vehicle that doesn't always have a SERVICE SOON light for something on the van flashing whole time you're driving. This van had broken glass in the cargo section floor and medical pills in the cup holders. so gross! Also, I have still have not received an email copy of my receipt for Van returned on Thursday night...

jody K. 
Rating:
4.0

Self checkout took too long. Could've done some of that ahead of time. Only the selfie needed to be done on the spot to prove it's me. Communication w checkin guy wasn't clear. I left wondering if I was actually officially marked as returned in good condition. Hard w masks.

David C. 
Rating:
4.0

Customer did not leave a comment.

Lane S. 
Rating:
5.0

Customer did not leave a comment.

MARSHALL H. 
Rating:
5.0

Customer did not leave a comment.

Wayne R. 
Rating:
4.0

Customer did not leave a comment.

barry J. 
Rating:
5.0

Customer did not leave a comment.

DAVID B. 
Rating:
3.0

I absolutely despise the workflow to do the mobile pickup. The equipment was not ready as stated. The equipment was blocked by another piece of equipment, yet no one was able to be there to move it on time. The 'call another number' left me with potentially no rental and no ride. We ended up cancelling the original order and booking another on the spot thanks to the kind person who was working the cash register. I never even received a receipt! I will seriously reconsider who to rent from in the future not because of the location but because the UHaul process sucks so badly.

CHRISTOPHER A. 
Rating:
5.0

Customer did not leave a comment.

GLENN S. 
Rating:
5.0

Customer did not leave a comment.

THOMAS K. 
Rating:
3.0

The person that helped us at the front to give us the key for the truck was rude. I would hope to get someone nicer next time I come to this place.

ALEXANDRAJOYCE C. 
Rating:
5.0

Customer did not leave a comment.

JONATHAN M. 
Rating:
5.0

Special thanks to Don at U-Haul in Santa Rosa (3601 Santa Rosa Ave) for finding this equipment for me after being turned away from a reservation in Sebastopol. He turned a potential disaster into a successful move. Thanks

JERRY P. 
Rating:
5.0

Customer did not leave a comment.

GLAVER C. 
Rating:
5.0

Customer did not leave a comment.

Mark S. 
Rating:
5.0

Customer did not leave a comment.

Justin B. 
Rating:
3.0

I have yet to understand or recieve a return call regarding the storage snafu that I was sent to with the confirmed truck rental. How is it that the overbooking of storage occurred causing the additional day of use of the Uhaul's truck. Which had no working 12volt power port. Making matters worse because of no GPS OR PHONE. Also the truck was in need of some sort of a inspection of an power zapping exhaust system noise. The staff were nice but they were unable to accommodate a remedying accommodation or consideration in the billing for my inconvenience of the storage overbooking glitch. Cameron 628 240-4272

CAMERON C. 
Rating:
4.0

Customer did not leave a comment.

BIBEK S. 
Rating:
5.0

Customer did not leave a comment.

GLENN S. 
Rating:
5.0

Excelente servicio de la familia Acosta muchas gracias

JORGE B. 
Rating:
1.0

My reservation was given to another another customer... apparently my reservation phone number and email was listed in someone else's name. And I still received an invoice for a weird amount.,

MUHANNAD R. 
Rating:
4.0

Customer did not leave a comment.

Virginia A. 
Rating:
1.0

They gave me a truck with a tire with low air pressure. When I questioned them about whether the tire would be a problem, they blew me off and said it wouldn't be anything to worry about. I had to stop twice and air the tire because of extremely low air pressure. I should not have to maintain U-haul's trucks when I rent them.

ANDREW L. 
Rating:
4.0

Customer did not leave a comment.

JAIRO M. 
Rating:
5.0

Customer did not leave a comment.

Glenn S. 
Rating:
5.0

Customer did not leave a comment.

richard L. 
Rating:
4.0

Customer did not leave a comment.

Aurora M. 
Rating:
3.0

I reserved equipment, provided my credit card information, received a $50 guarantee that the equipment would be available. The equipment was not available. I was not offered the $50 guarantee. When I inquired I was told I had to call a "different #". No luck to date

Pat C. 
Rating:
5.0

Customer did not leave a comment.

Bernd O. 
Rating:
3.0

The photo approve/dispute system does not capture the damage on the vehicle. The photos are too far away to see smaller damage like dings or scratches to confidently approve it. Bad system.

Adam S. 
Rating:
1.0

I reserved a truck for a 7 am pickup using the 24/7 pickup. I received a confirmation email stating this time and with my pickup location.I reserved movers through uhaul based on my early pickup time. At 5:30 am the morning of our move I checked my U-Haul app and noticed the pickup time had changed from 7 am to 9 am. I spent an hour on hold with customer service and was finally told that the location it let me reserve the truck at 7 am at didn't offer the 24/7 pickup and that I had to wait until 9. I receive no notifications, emails, calls or otherwise letting me know that my pickup time had changed and considering the fact that I had reserved movers though uhaul I find that to be appalling. I will never use uhaul again and will make sure everyone I know is aware of the fact that uhaul completely ruined our day and made me pay for movers to do absolutely for 2.5 hours before we even had our truck.

JAMES C. 
Rating:
3.0

Said they would email receipt. Have not received it. Thank you

JERE V. 
Rating:
5.0

Customer did not leave a comment.

JOHN G. 
Rating:
5.0

Everything was A1

BERNARD F. 
Rating:
5.0

Customer did not leave a comment.

Wilder V. 
Rating:
5.0

Customer did not leave a comment.

JEFFREY R. 
Rating:
5.0

Customer did not leave a comment.

GLENN S. 
Rating:
5.0

Customer did not leave a comment.

Bernd O. 
Rating:
5.0

The 2 ladies who helped me were fantastic: polite, efficient, and energetic. The one who attached the trailer to my pickup was especially helpful.

MARK K. 
Rating:
5.0

Don't sleep on the dream team

JEFFREY H. 
Rating:
4.0

Customer did not leave a comment.

JASMINE F. 
Rating:
5.0

Very easy and efficient process! Had a great experience with the staff and U Haul!

Alejandra A. 
Rating:
4.0

Staff was not available at the counter when Inarriced and when I dropped off. Someone should be at the counter but often are not. Otherwise very helpful and good service.

NOEL M. 
Rating:
5.0

Customer did not leave a comment.

Gregory A. 
Rating:
4.0

Customer did not leave a comment.

Michael T. 
Rating:
4.0

Customer did not leave a comment.

DAREN C. 
Rating:
3.0

The manager need to learn how to talk to people

PER B. 
Rating:
4.0

Staff made the process easy.

Michele O. 
Rating:
5.0

Customer did not leave a comment.

Michael K. 
Rating:
5.0

This team gets it right every time. Keep up the good work!

JEFFREY A. 
Rating:
4.0

Customer did not leave a comment.

Craig M. 
Rating:
5.0

Customer did not leave a comment.

RODNEY L. 
Rating:
5.0

Customer did not leave a comment.

Maxim K. 
Rating:
5.0

Customer did not leave a comment.

Jeffrey R. 
Rating:
5.0

Thank you all the guys working there. They are awesome🍀

Hamid O. 
Rating:
5.0

Uleey Matt and Alex are the dream team. Great guys!! Oh Jawmp oh yea wake up yea

charlotte G. 
Rating:
1.0

This location needs to get it together. I've done the u-box thing 3 times now and while all the experiences have been less than ideal, San Rafael was by far the worst. Took me 3 days to get hold of someone to schedule my ubox, only to be told they couldn't find it. Then they told me they didn't deliver to Novato (untrue as they ultimately ended up dropping it off). Then when I called to confirm they either immediately hung up on me or immediately placed me on hold. After calling the corporate line and spending an actual 4 HOURS on hold and being transferred over and over again I finally got my ubox scheduled. If zero stars was an option that's what Uhaul would get. Epic fail, worst experience ever.

Holly P. 
Rating:
5.0

Customer did not leave a comment.

THOMAS B. 
Rating:
5.0

Customer did not leave a comment.

Justin M. 
Rating:
5.0

Great staff super nice

Janet M. 
Rating:
3.0

Didn't get my final receipt as promised, still don't know what I was charged?

Charles H. 
Rating:
4.0

I needed to urgently reach a human and i kept calling back, only to be put on hold. Frustrating

MARK P. 
Rating:
4.0

Customer did not leave a comment.

KATHERINE T. 
Rating:
5.0

Have more trucks, they were turning people away.

DANNY E. 
Rating:
3.0

I left with the truck with 1/4 tank....and was put in a bad situation...no gas for 30 mi and I just saw the tank measured empty

STEPHEN B. 
Rating:
5.0

Very easy to return the truck

Chris U. 
Rating:
2.0

The customer service reps were rood. Two reps gave me two different sets of instructions and they all argued with me that they were right and the other service reps were wrong. Also, I did receive that dolly that I ordered.

JOSEPH U. 
Rating:
5.0

Customer did not leave a comment.

JEFFREY M. 
Rating:
5.0

I think the bag of blankets hanging inside the teuck should be removed that bothers when you tying to put a furniture and take alittle space too it was really enoiying havning that because its take time to tey to put something next to it

JUAN A. 
Rating:
3.0

The location does not nearly have enough parking for customers. I had to park on the street a block away..

Jack L. 
Rating:
1.0

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

matt l.  |  Overall Experience 
Rating:
4.0

Good experience overall.

Chris W.  |  Overall Experience 
Rating:
5.0

no comments

Jeannine R.  |  Overall Experience 
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.

MATTHEW P.  |  Overall Experience 
No reviews have been submitted for this location.

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