Customer Reviews for U-Haul of San Rafael

Rating:

1.0

WARNING TO ALL RENTERS: Take a detailed video/photos of the exterior and interior of the vehicle to protect yourself from false damage claims. I received a receipt after returning my rental that had a $300 damage claim that I did not do. They told me that there was nothing that a review of the details of the damage and prior photos would result in the removal of the claim or even consideration of it once it has been reported. They will tell you 20 times that that is the policy agreement you signed and completely ignore any consideration of the circumstances. They will make claims that the grainy 600x400 photos captured in the app do not show damage when it is impossible to even read the small font on the truck, let alone see 1/16th inch indent. Make sure that you do not leave the vehicle with them prior to receiving the clearance that everything is as expected because once they report something your ability to contest is totally gone. I had asked about taking photos when I gave them the keys to make sure everything was good and they said, no - we’ll just send you a receipt. Then when you receive the receipt with a invalid damage claim you will be in my position and totally frustrated, upset and out of luck. The money you saved by moving and doing the work yourself is now totally pointless and you are out an additional $300 or more. When you pick up your truck you will not be thinking about this scenario, but be sure to protect yourself and document even the tiniest damage so they don’t do the same to you. It will not be top of mind when you are starting your day, but I guarantee you will not be happy when the same thing happens to you to end your hard day. The absolute worst rental experience I have ever had. AVOID this place for this reason. Sadly, the staff seem nice but won’t be able to help you in these situations because “it is their policy” is all they will tell you over and over.

Rating:

3.0

I got spoiled with my last rental. It had a backup camera and Apple CarPlay and felt new. This vehicle, although it only 1700 miles on it, felt like it was 20 years old. It also smelled of livestock; whoever had it before me must have moved manure or something. It was clean, however. The check-in guy was awesome; he was quick and very nice. I guess next time, I'll ask for a truck with a backup camera. I assumed they all had them after my last experience.

Rating:

5.0

The agent who helped us was excellent. Very helpful and professional as well as efficient

Rating:

1.0

The gas was not plus 3/4 tank. It was at 5/8 tank. I ended up putting in 4.2 gallons to bring the tank level to 3/4, just to drive up to Terra Linda and back. I discussed this with your agent. He didn’t believe me. So you charged me for two gallons in your final invoice …and I put in two extra gallons as mentioned. Yes, I am dissatisfied. Profoundly so. Plus your website malfunctioned again while uploading the initial photo of the mileage and gas guage… Insult to injury! Do teach your employees the climb into the truck to read the gas gauge properly from the inside. ~ Upstage-Marin

Rating:

3.0

We drove in with the truck that we were returning and were not greeted when we arrived, and we weren’t sure where to park or who to talk to. Employees should greet customers, even if they’re busy give some direction on where to park the truck and say, “We’ll be right with you.” That would be helpful.

Rating:

1.0

I rented a truck to take to burning man. The woman on the phone asked if I was taking it to burning man and I said yes. Two things. First she said she was “giving me” 700 miles. What she actually meant was she was “charging me” for 700 miles at an extra high rate. That’s not a gift snd the exchange was misleading. Instead of this truck costing me $300 it cost me $1400. Okay so I am paying through the nose, fine. But when I return the truck the manager says he is going to charge me a $2500 cleaning fee. You can’t price gouge people for a known event famous for dust then get mad when the truck comes back dusty. Uhaul can eat an eggplant emoji. Pound sand you effing jerks.

Rating:

1.0

i made sure i returned the truck with the same amount i left with i went and put 30 in truck. there said that it wasn’t even there, the paperwork and the gas tank matched. there said since i didn’t take pictures there cant take my word for it. i made sure i got gas before i returned it. so i was charged more then i should of

Rating:

5.0

As above, make sure the website is very obvious and transparent about which locations are van pickup only.

Rating:

4.0

The trailer was dirty inside and we needed to sweep it out before we could start loading it. Also, the tie downs on the right side of the trailer was inadequate in that we had to find a thinner rope to get it through the holes.

Rating:

4.0

Easy in and out. Friendly staff

Rating:

4.0

Hitting the on the gas tank is strange

Rating:

3.0

Honestly, your app is very difficult to deal with everything else was great but this app I want to delete

Rating:

4.0

The person that helped me at the front counter was very nice and helpful. The other person who was tall and thin was not, but I’m glad I didn’t have to work with him. Also,Toledo who worked in the yard, was extremely nice, friendly, and very helpful. I was happy I had opportunity to work with him as well.

Rating:

5.0

Good experience!

Rating:

5.0

Nothing. Always a great experience - U-Haul always finds the best people and they all seem happy to help. If I had any business talent, I'd buy a franchise myself.

Rating:

4.0

It was busy and crowded (weekend pickup), but everything was navigable with no issues.

Rating:

5.0

Great customer service at check in and return. Trailer was great. Will absolutely return.

Rating:

1.0

Van was dirty, and there is no "CUSTOMER" parking. The check-in person was great, but this location needs help in keeping their vehicles in better (cleaner) condition and providing customer parking.

Rating:

5.0

Perfection

Rating:

5.0

The pick up was flawless. The employee was very helpful and I appreciate that.

Rating:

3.0

Convenient, people were nice. The truck was filthy, a mess and smelled like a work crew.

Rating:

5.0

Nice people. Easy process. Smooth operation despite being busy.

Rating:

2.0

Don’t rent trucks that are disheveled. There were problems like one of the indoor wood panels came partially undone, crack in plastic in front of odometer, small tear in drivers side n when I finally got it on highway its alignment was off… they need to do better to test n repair their vehicles before re-renting them out.

Rating:

1.0

Staff at dropoff were unhelpful and unable to provide a receipt. Called 3 times only to be put on hold. Finally received receipt and was charged incorrectly.

Rating:

5.0

All the staff I met were friendly & helpful

Rating:

1.0

Julian who helped had the worst attitude humanly possible, been here a few times, had noticed it and figured he was having a bad day, this time around I figured this is just how he is, i get it its just u haul rental, but throwing back my license, talking the way he does is just cooked. Visor on driver side was hanging down because the inner clip was missing, and the truck was a mess. hard to think that whatever management there doesn't know how shitty this guys attitude is is hard to believe, uhaul provides a service that's normally quick and easy, this location should get this guy out of there because you can tell he just creates a hostile work environment even for the customers.

Rating:

5.0

Luis A is very helpful and always makes the process go smoothy!

Rating:

1.0

Misinformation- no accountability. Poor communication

Rating:

5.0

Nothing, everything was perfect. Couldn't ask for an easier or smoother van renting experience.

Rating:

4.0

Had to drop off my rental late (yep my move took longer than I thought) and the lot was easy to pull into, mobile app walked me through the drop off check list. Next time I need to rent I am coming back here.

Rating:

5.0

Great service both in gentleman greeting customers outside and counter person

Rating:

5.0

We had a great experience with U-Haul during this move. The phone system even worked for us! Extending a day was no problem. The return process was fast and easy.

Rating:

5.0

I made my reservations. online and when I got there at 9:00 this morning, it was ready to go. Paperwork was fast and quick and everything about the experience worked well. I will highly recommend it

Rating:

2.0

I had made my reservation to drop off the U-Haul in San Luis Obispo. When I picked up the truck, I was told that location was no longer available (with no explanation) and I needed to pick another location for drop off. I picked the next closest one on the map, assuming with no scale that it was just a couple miles further. After I left, I realized the new site was nearly 30 miles past San Luis Obispo, so it wasted an extra hour of my day in addition to added gas and return trip cost. To add insult to injury, I got charged for overrunning my mileage. Brilliant. As Jerry Seinfeld once said "You know how to take the reservation, you just don't know how to hold the reservation. And that's really the most important part of the reservation: the holding. Anybody can just take them."

Rating:

3.0

Need less equipment or a bigger yard. Employees very helpful

Rating:

5.0

Easy overall. Efficient kind staff.

Rating:

5.0

I returned the van with the correct amount of gas. The employee was checking things out on the vehicle turning it on/off multiple times. The system said the van was apparently “rented out twice” and he didn’t know how to complete my personal rental. Once he cleared things up with his manager he got back in the van, turned it on the final time and told me I did not fill the tank enough (as one hash mark had disappeared). I was charged $14 because of this. Absurd.

Rating:

5.0

Clean the interior of the vehicle. The window crank lever knob falls off so it's difficult to open and close the window. The shocks were not in good condition.

Rating:

3.0

A nicer office experience would be welcome. There doesn't seem to be much thought given to the design of the front desk experience. Also, tap to pay is pretty standard these days, but it is not offered as a payment option.

Rating:

5.0

Good vehicle, at a fair fee. Easy check in and out

Rating:

5.0

Luis at the San Rafael office was great. He was efficient and very helpful. He even facilitated the return of the vehicle in seconds and we were off. Great job Luis. Give him a raise.

Rating:

5.0

Staff was friendly and very helpful.

Rating:

5.0

Luis is great

Rating:

1.0

The clerk made total chaos with my drop off location and added one 40 miles from my home - although I have 4 within 3 to 10 miles. Now I have to deal with "wrong drop off location" mess and fee.

Rating:

3.0

annoying that insurance fee was more expensive for van than for larger vehicle. I rented a truck two days before and the insurance for it was half the price despite being a larger vehicle. I also didn't like that the mileage rate for the van I rented was more expensive than when I previously checked the date :(

Rating:

4.0

Me cobraron un fee de 25$ para lavar el camión pero tengo hasta las fotos de lo sucio que lo recibí. Más sucio de lo que lo entregué. Creo que tienen un guiso con eso porque en otros lugares no es así. Absolutamente nadie lava el camión antes de entregarlo eso es parte del alquiler. Siento que me estafaron con eso.

Rating:

1.0

Simply awful customer service on all accounts

Rating:

1.0

The workers are noticeably lazy, rude and really don't care about the customer service at all. They didn't even come help find the truck when it wasn't located at the spot they indicated and they simply do not value their jobs at all. Quite depressing.

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.