Customer Reviews for U-Haul of San Rafael

8476 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:
5.0

Luis Alcosta was very helpful, cordial, and informative. I was very impressed with his customer service.

JOHN I. 
Rating:
4.0

The location is convenient but the neighborhood is a bit questionable especially when returning a truck late at night and the app takes so long to complete.

eric S. 
Rating:
5.0

The agent at the desk and on the lot were both great. Professional, efficient, communicative. A surprisingly great rental experience. Uhaul feels a good deal more modern than i remember from the last time I used them (after years of not driving much or using zipcar). Conveniently located in the midst of the industrial end of san rafael (which i find much less crazy than the downtown area).

MARK P. 
Rating:
3.0

I felt the charge was too high. I had the pickup truck for just one hour traveled only 7 miles and had to pay a total of $52.00! I was charged $11. for gas alone. That all seems excessive! On the plus side, the workers were all very nice.

JENNIFER H. 
Rating:
5.0

Customer did not leave a comment.

Valerie S. 
Rating:
4.0

Customer did not leave a comment.

JALIA L. 
Rating:
5.0

The staff were attentive, helpful and charming.

Jonathan W. 
Rating:
5.0

Customer did not leave a comment.

RICHARD C. 
Rating:
1.0

Dirty truck. Location closed early when dropping off and app not working. No-one there for take truck back. Very poor and not recommended.

Ian C. 
Rating:
2.0

Customer did not leave a comment.

Fred B. 
Rating:
5.0

Great service

JOSEPH S. 
Rating:
5.0

Customer did not leave a comment.

sam B. 
Rating:
5.0

Customer did not leave a comment.

Scott C. 
Rating:
5.0

Customer did not leave a comment.

Alejandro G. 
Rating:
4.0

Customer did not leave a comment.

JILL A. 
Rating:
5.0

Customer did not leave a comment.

NARCISO D. 
Rating:
5.0

Check tire pressure and brakes.

LARRY R. 
Rating:
5.0

Your store employees give great customer service!

JOHN V. 
Rating:
2.0

Customer did not leave a comment.

John G. 
Rating:
2.0

This location gave me a truck and they said was “Full tank gas” when I got in the truck it wasn't full. I went ahead and submitted the photo of current gas level when I got the truck. While dropping off the truck the uhaul workers kept telling me “truck was full” when it wasn't so I finally got them to understand truck wasn't full and told them I submitted photo of gas when I got the truck. Second issue, I cleaned the truck bed and only thing was a little dirty was the floor mats on driver side (light mud) worker kept saying I need to clean it or I'll get charged $25 cleaning fee. I went ahead and cleaned it only took one towel and spray of water less than 10 seconds. This location needs to train the workers on cleaning “fee” and if it's something simple as a towel wipe then the workers shouldn't make it a big deal. Cleaning fee should only apply to food mess or trash, but floor mats being little mudy isn't my fault since street floors isn't my problem

Oddae A. 
Rating:
5.0

Customer did not leave a comment.

BRIAN H. 
Rating:
1.0

The van had not been serviced. There was almost no gas, the tire pressure indicator showed the right rear tire needed air. The mileage was wrong on the contract. It indicated that we had travelled about 3 times the miles we had travelled. Matthew corrected the mileage problem but we had no confidence in the safety of the uhaul we drove.

Samuel V. 
Rating:
5.0

Customer did not leave a comment.

JASON S. 
Rating:
4.0

Mobile Check in did not work. Unusual feature requires location services to be turned on.

JEFFREY R. 
Rating:
5.0

Customer did not leave a comment.

Eugene I. 
Rating:
5.0

Terrible gas mileage, clutch appears to be going out

Robert L. 
Rating:
4.0

Great location. Friendly staff. My only complaint was that they said they would email me after I returned truck. They still haven't followed through even after I emailed them last night.

ADAM L. 
Rating:
4.0

Customer did not leave a comment.

DANIEL C. 
Rating:
4.0

Great helpful friendly people.

SUSAN N. 
Rating:
4.0

The bed of the truck was dirty. The tire pressure and change oil warning lights were on. I drove 16 miles and before I returned the truck I filled it with two gallons of gas. Hmmm...either the truck gets 8 mpg or the tank was not filled when I picked up the truck.

Robert C. 
Rating:
5.0

The guy who helped us was very nice, pleasant & helpful. I would rate him 10/10

SUSAN N. 
Rating:
5.0

Customer did not leave a comment.

CHRISTOPHER H. 
Rating:
3.0

Exit was blocked

Seth H. 
Rating:
5.0

I was super impressed with the drop off process. I was literally guided into my drop off spot like an airliner, like they were waiting for me to arrive. She checked on my folded blankets, climbed in to check the mileage, we settled up and I was on my way in about 3 minutes. Oh, as I was getting into my car she came running across the parking lot with my wife's laptop case which we'd left behind the seat. Super happy!

GORDON W. 
Rating:
4.0

Customer did not leave a comment.

Greg C. 
Rating:
2.0

When we returned the truck they took forever checking us out. Then they charged us an extra $50 for late fee which we were not late, we were in fact a day early. took them at least 45 minutes trying to deal just with us. I will avoid this location in the future

Mark T. 
Rating:
5.0

Thanks for being there.

jennifer C. 
Rating:
4.0

Customer did not leave a comment.

MYRNA M. 
Rating:
5.0

nothing great service thank you for your service and support

SHANNON B. 
Rating:
5.0

Customer did not leave a comment.

Kyra Z. 
Rating:
5.0

Uleey was amazing very professional and courteous. Oh Jawmp

HOLLY C. 
Rating:
1.0

Customer did not leave a comment.

avner S. 
Rating:
3.0

Customer did not leave a comment.

Peter J. 
Rating:
5.0

Impressive team. I've been going here for 30 years to this location and the past few times have been easier and better than ever before, a very high level of customer service. But today, took the cake: As I was checking out, I told the young lady behind the counter that I had no parking place and could she help me. She said Sir, you can take my parking space and I was able to park on the lot with my brand new car and didn't have to park in the street. Super HIGH Level of Customer Experience! Thank you!

Attila V. 
Rating:
5.0

Customer did not leave a comment.

GLENN S. 
Rating:
5.0

Great service! Thanks

Sean O. 
Rating:
4.0

Customer did not leave a comment.

Maxim K. 
Rating:
2.0

I called to ask how wide the 5 x 9 trailer is on the inside of the box and I was given the wrong dimensions. I picked up the trailer drove it two hours, and could not fit the golf cart I was trying to transport on it so I had to drive two hours back, pick up the right trailer, which was not listed in inventory on the call I made to ask if they had a 6x12 (I saw it in the yard) then I had to drive four hours round-trip to get the cart, Which still almost didn't fit because of the narrow ramp on the trailer. I have problems every time I rent something from this location.

JOHN L. 
Rating:
5.0

Customer did not leave a comment.

MATTHEW P. 
Rating:
4.0

Have some real life people available by phone if not in person, and I mean who ANSWER the phone, not some 20 plus minute wait and answering an email hours and hours later. I am SO not impressed with this do it yourself check in, drop off, and all the online crap which is just for your convenience and not your customers. Well running, clean equipment, yay, but the experience of picking it up not great, and dropping it off worse.

JUDITH S. 
Rating:
1.0

The furniture dolly didn't come with the truck

Arthur M. 
Rating:
4.0

Customer did not leave a comment.

Siptit S. 
Rating:
5.0

Customer did not leave a comment.

Allie V. 
Rating:
4.0

Customer did not leave a comment.

MIRIAM H. 
Rating:
5.0

Customer did not leave a comment.

John B. 
Rating:
5.0

Customer did not leave a comment.

GLENN S. 
Rating:
5.0

Customer did not leave a comment.

RICHARD D. 
Rating:
1.0

Cintia Vasquez, the return agent was rude and curt as she said I needed to take a photo of the gas meter or I will be charged a full tank which was not what was told to me when I picked up the truck. She also said the truck was dirty which it has a few minor debris which I could've pick it in 3 minutes (I have a PHOTO) so she said I cannot clean it here and need to get a wash? As well there was but 1 employee at the San Rafael store when I check in and nobody even bothered to looked at the truck and tell me anything except to hand me the keys. Thanks goodness I bought insurance as God knows what else might be charged. I have rented from there on multiple occasions but will unlikely do so ever again, I will deny the extra charges as a matter of principle. Please rectify these problems.

GEORGE C. 
Rating:
5.0

Outstanding all the way around!

PAUL B. 
Rating:
5.0

Customer did not leave a comment.

WILLIAM R. 
Rating:
5.0

Customer did not leave a comment.

Julee H. 
Rating:
4.0

It'd be nice if I didn't have to go inside at all, since I gave my ID and info online in advance.

William J. 
Rating:
5.0

Customer did not leave a comment.

DEVIN C. 
Rating:
1.0

I was overcharged for my rental. When I called the location to correct the error, I waited 20 minutes on hold only, after the representative couldn't figure out how to help, to be referred to claims, who then transferred me to the main customer service center, where the rep then transferred me back to......the rental location. In a matter of 10 minutes, the manager was able to rectify the situation, but not after I had spent more than an hour on the phone. TRAIN YOUR PEOPLE!!!!!!

Sharman B. 
Rating:
4.0

Customer did not leave a comment.

VALERIE P. 
Rating:
4.0

Customer did not leave a comment.

PETER D. 
Rating:
5.0

you awesome

Neil J. 
Rating:
5.0

Customer did not leave a comment.

OTTO M. 
Rating:
1.0

TERRIBLE. Sad nobody looks at these reviews until a nightmare ends. Did not get the VAN I reserved the night before. Got my $50 credit - but I Neeeded the VAN I ordered. Canceled a TV box (barely good for giant Ritz Cracker) when I got to the agent's desk because I didn't want one Shipped to me after the fact The rep said,"no problem, I canceled it." Well, it was FED-EXed days and sits in my 80 year old X Air Force Captain's garage as the old billing address on my Visa. UGH. He hates anything remotely like some large container that won't fit in my truck...I'm supposed to "bring it back if I want a refund." - AH, NO! Not my responsibility. They DOUBLE BILLED me for the BOX TRUCK and charged me for tape they failed to give me - which I bought separately. I called the Manager, JUAN twice. He never returned my call. I asked to make a complaint and the cashier transferred me to a store in Sacramento. Nice. I finally put in a dispute, and Juan responded via canned email with a $6.42 REFUND for the tape. I called Wendy at corporate to file a SECOND complaint, merely out of principle. 24 hours later...I still got all ZEROS. I'll call my bank, and this will serve as my testamony for the credit. Personally, I would be ashamed as a franchisee to look at this disgusting litany from disappointed customers below. You know what they say about good help these days.

JASON F. 
Rating:
1.0

Customer did not leave a comment.

Brandon C. 
Rating:
5.0

Customer did not leave a comment.

GLENN S. 
Rating:
5.0

Customer did not leave a comment.

COLIN F. 
Rating:
5.0

Customer did not leave a comment.

Lonnie P. 
Rating:
5.0

I think your website could be a bit easier.

Reno R. 
Rating:
3.0

Dont change reservations and location pick ups. This happened without my permission...twice. This delayed my move for hours. So Stressful. I can understand when people don't return trucks it causes delays. But, When a truck apparently did become available close to my original pickup time, no one called me. I actually drove by uhaul doing runs in my car to my new apt, and saw many trucks in the lot. I called and asked if I could come immediately. Yeah sure, I was told. if I hadnt called at 1pm I would have not had a truck til 430pm. And moved in the dark.

RICHARD S. 
Rating:
5.0

Customer did not leave a comment.

DONALD B. 
Rating:
5.0

Customer did not leave a comment.

MADELINE A. 
Rating:
3.0

It was unfortunate that my cargo van I reserved was unavailable due to someone tampering with it. It seems like UHaul needs to have better security to keep its vehicles safe. So, I had to use a different vehicle than what I planned on, and there was no change to the amount I paid- this should have been changed to account for the change in service from UHaul. However, the associates who helped me at the San Rafael location were very helpful and professional, despite the mishap with the cargo van.

JULIE T. 
Rating:
5.0

5 stars services.

MINH N. 
Rating:
5.0

Customer did not leave a comment.

DJAN V. 
Rating:
5.0

Make Matt work there 24 hours a day! He is a great employee of UHaul.

MARK G. 
Rating:
5.0

I rented a trailer in Cathedral City in October (after having a hitch installed on the van) and drove to San Rafael and left it there around October 10th or there abouts. It was a very convenient location. The only unhappy issue was the installation in Cat City of the hitch - somehow the installed damaged my muffler and when I left Cat City to go to San Rafael as I came near the Morongo Casino in Cabazon CA, the muffler fell down and banged the cement causing the tail pipe to pop up and it burned a hole in my fibreglass bumper. This was a very unhappy event and now I have an awful looking burn hold in my rear bumper. Other than that, everything else was fine. MICHAEL SMITH

Michael S. 
Rating:
1.0

I had called the location the day before pick up to see if they had the trailering lights that were needed and was told that I would need to purchased them elsewhere !!! After taking the time to locate and purchase the lights at an auto parts store. It was to my surprise that the lights were available at the pick up location !!! Then to top it off I had to purchase an adapter for the tow dolly that would hook up to the standard light hookup that the tow Vehicle was equipped with ! It was very frustrating to say the least 😤

Peter P. 
Rating:
3.0

Waited forever at counter for service. Staff not knowledgeable about rental rates and terms. Cargo van was old, radio did not work, tire sensor was bad so indicated tires need air. Upon return the staff was rude and not helpful.

Paul H. 
Rating:
5.0

Customer did not leave a comment.

LEANNA L. 
Rating:
4.0

Customer did not leave a comment.

katherine E. 
Rating:
3.0

I was handed keys but no one went over the truck with me and I discovered upon reaching my destination for loading that the dolly I had ordered was not on the truck. I was charged for the dolly despite calling and then, again, reminding the desk help upon return to remove that charge. I was told by the desk that all the trucks state that "tire maintenance is required", no one knew what the "tow" light meant & I had to figure out myself that it was not a maintenance light. That being said the truck bed was clean & the cargo area was clean. If I were to recommend this location, it would be with the caution to get there upon opening to procure an on-site parking spot and assistance with inspection prior to departure. It would be lovely to have the dolly refund as well.

WENDY I. 
Rating:
4.0

Customer did not leave a comment.

DIETMAR F. 
Rating:
1.0

Manager was was very rude. The moving help recommended by Uhaul (MoveHelp) were awesome...They told me they would never work with this Uhaul store in San Rafael again. Your website for reserving and confirming Ubox orders needs a lot of work, pretty glitchy.

Nimai B. 
Rating:
4.0

The truck they gave me had a check engine light. I asked the mechanic about it, he said it was the oxygen sensor. I Dona car and noticed a loud noise from the exhaust upon acceleration, which means an exhaust leak. Modern car has an exhaust leak there's no way oxygen sensor on properly. I drove this car and noticed the ABS but actually putting any mild to medium braking indicating a problem with brake pad grabbing, At the rear axle and noticed fluid. I couldn't return the vehicle because I was on a tight schedule.I've been a mechanic for over 30 years.

Roger P. 
Rating:
5.0

Customer did not leave a comment.

GABRIEL H. 
Rating:
5.0

Uleey was fantastic! Thank you!

KATE K. 
Rating:
1.0

Customer service issued a refund then canceled it with no notice

MICHAEL N. 
Rating:
5.0

Customer did not leave a comment.

Corbett S. 
Rating:
5.0

Amazing place to rent. Uleey Alex and Matt were amazing. If you ever come into this Uhaul look for any of these 3 gentleman. Thank you guys!

RIO S. 
Rating:
5.0

Customer did not leave a comment.

anthony C. 
Rating:
5.0

Everyone I interacted with was friendly and professional. The process was easy, and the van was just what I needed. I can't wait until I need to rent another moving van!

RICHARD M. 
Rating:
3.0

They didn't have the size truck I had reserved and had to accept a smaller truck.

Lucas D. 
Rating:
5.0

Customer did not leave a comment.

Matthew N. 
Rating:
5.0

Why, when I rent here all the time, do they have to take a picture of my license every time? And why do they have to ask me for a second phone number every time. I have an account. They know who I am. Why can't you just store that once instead of having to ask for that info each time. Check my license to make sure it's the same, but really, upload it each time?

FRANCIS 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 
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.

JENNIFER B.  |  Overall Experience 
Rating:
1.0

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 this

jeff t.  |  Overall Experience 
No reviews have been submitted for this location.

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