The truck that I rented was not road-worthy or safe. The passenger door wouldn't stay closed and the engine was way out of tune. The truck finally broke down completely in the middle of a busy road at rush hour. it took 4 hours for roadside assistance to show up. It was very difficult to contact U-haul for assistance. There was very bad follow-up, no call back, no text or email from roadside assistance. There are many other truck rental options in my area and I will be using them from now on.
CARL SCustomer Reviews for 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.
The back lights of the truck did not work and I got pulled over by the police to inform be the back lights were not functioning. No discount or other compensation was offered for this issuue.
JEFFREY RThe customer service was extremely poor. Julian (I believe was his name) was not very helpful. I needed to find my own rental truck, I am disabled, and had to do a lot of painful walking, after a long time of searching, I had to return to the office and ask him to show me where the truck was, he reluctantly showed me where it was, and it was way in the back. The truck was too high for me to climb, my son had to literally push me up, to get up inside the cabin. I asked for a quote for a tow car thing, he went through it, took a while, just to tell me that he had none in existence. When we got to the back of the yard, I saw a lot of the towing carts and when I asked him about them, he said they were all broken or were all “ours, and can’t be rented”. I had to leave my own car in the yard for about 4 days, until I was able to get a ride back to the yard to pick it up. When I was finally able to get my car, I accidentally backed up against the fender of one of your rental trucks. The driver was inside the truck, he saw me backing up, he didn’t hunk the horn, until he saw that Obviously I had hit him (gently while backing out of the parking spot of the handicap spot of the yard) and very rudely, hunker twice, and yelled “HEY! YOU HIT MY TRUCK!!”. I calmly replied, “yes, I see that”, I proceeded to stop, and waited for him to come down from the truck, to inspect his fender, which I had already seen had NO DAMAGE AT ALL (I drive a Toyota Camry) because, my small car hit his big truck, like a mosquito kissing an elephant. He inspected his fender, and I didn’t get out of my car, asked him if he was ok, yo which he replied “YES, but you should probably look at YOUR CAR THOUGH!” To which I replied with a shrug of my shoulders and left. I had a very bad, customer service experience when I returned the truck in Chico as well. I received a call from the manager the next day after dropping it off. He said that I was supposed to have returned an “appliance dolly” and I told him, I had rented a regular dolly, not an appliance one, and that I had left it in the back of the truck, along with the visor of the truck. He asked me to hold and went to check on it, came back and stated that “it isn’t there”. He asked me if I returned the truck, I explained that I am disabled and my son in law went and turned in the keys, had the truck’s gas inspected, but I had stayed in the other car (that we took to return back home) all the time, he asked me to describe my son in law, which I did. He said he didn’t “have a recollection about it, but I was legally not obligated because, he had signed he receipt, but that he had not seen the dolly, that it was probably stolen, and that he was taking my word for it” I asked him in the future should I return the dolly in the office, he said yes. It’s not the first time I rent from U-Haul, but it is the first time I experience such Poot customer service all around. I am truly disappointed. The only good experience I had, was when calling the Novato office, they had helped me, but unfortunately, they did not have “one way” rentals. U-Haul? You have great services, your people skills though, need a lot to improve. Thank you.
LUZPATRICIA DI rent from this location frequently and each time I am astounded by the quality of the product, the excellence of the service and the overall value that I receive for my money. Keep doing what you are doing!
RON LGreat service fast and easy out the door in minutes
BARRY SSan Rafael location & their employees one of the best.
STUART DI Would highly recommend Uhual, they're service was great, fast and efficient! The staff were very friendly and helpful. They were so on top of it they called me to ask if I was going to make it. I also had to call customer service late at night to be able to do a drop off. The employee who helped me was very helpful and patient. She stayed on the line with me until I made it tp the destination! That's great customer service!!!!!
SAHARA MMANAGER SHOWED UP AT 730AM WHIT A ATTITUDE WHEN THE LOCATION OPENS AT 7AM
MARTIN LDidn’t go inside. All I got was a lot attendant who told me where to park. He did t seem interested in the issues I wrote about above. Someone named Connor called me after I left and left a voicemail, but when I called him back (within the hour) I was routed to the National phone number. Whoever I spoke with there also tried to call Connor but was unable to reach him, and that’s the last I heard from you guys until I got your bill/my receipt. The fuel tank was maybe 3/4 full when I picked the truck up, so I don’t believe I should be charged for filling it up at the end, especially with how hard it is to pump gas into that truck. Took me 20 minutes to get 15 gallons into it on Tuesday.
JOHN Hthey are nice. but made a mistake and charged me for too much gas. i brought it back with the same amount it had when i collected it. they charged me $30 unfairly
PAUL BMy wife drove me to the lot which was almost completely empty, all the parking spots were full so she pulled into the area where the trucks get parked. We were told she needed to go park around the corner, in an area with questionable safety. I then went inside and there wasn't a single other customer inside. Why were there no parking spots and who would tell a women to go somewhere else to park. When she returned the truck staff was rude and not friendly. We won't be back.
MARK BEverything was as expected, trailer was very smooth and didn’t rattle. Was easy to pick up and drop off.
BRUCE BHi, did not check the mileage And got charge $150 on top of my $95
LAURENT Bthe van smelled weird when I got it. Thought it smelled like something burning.
NICOLE TI put gas in it and was on 1 notch above what it was when I rented the van, but was charged $27.00 saying it was 4 gallons shy. I seen a picture of the gas tank on my email, but who's to say that was the van I rented. We never discussed that upon my return. Oh well, it is what it is
TANYA GCargo van was ready, staff efficient, out the door with no hassle and back again drop off was easy as well.
ANNE GThe van was dirty on the cargo area and it was boxed in the parking lot, I had to go after an employee to take it the other truck.
Tiago BThe experience was marked down because I got charged $6.95 for a gallon of gas when I use the van for 15 miles and put in 2 gallons of gas already. I didn't notice the problem till I got home and wasn't willing to spend my time getting the money back.
LEWIS EThe passenger windshield wiper broke 30 minutes into our 5 hour drive. Rain has been overwhelmingly strong lately and having them work properly would have been nice. Not only did the passenger windshield wiper stop sweeping, it then swept too far and tore up the drivers side wiper blade. I was on highway 80 in a down pour when both stopped working. I had to exit 80 and get on highway 580 to then find an exit to finally stop the truck. Totally unsafe having them break at highway speeds. Then I tried to fix them and they just fell apart 10 minutes later. Then after trying to continue our trip, I finally searched online for an auto parts store which was 10 minutes back up the highway in Dublin, CA. So I had to double track back and then when I bought a new wiper blade for $18, I fixed it and it worked for the rest of the drive. When I dropped off the truck, I explained what happened and they only refunded me $18 then proceeded to charge me for being over the mileage limit. Some of those miles were back tracking to get a new wiper blade. I should be compensated for this.
Paul Fna
JOSE AAllow space for pick up and drop off customer parking. Especially in bad weather this is important. People don’t. Just materialize at a ujaul location. They have to get there somehow.
RICHARD NBe helpful and accommodating. When I went to return the truck the road was closed to get to the drop off due to the storm. I said that I didn’t want to have to paid $1.00 a mile to drive back to my house and then back again the next day when the road was open. And the person said sorry. Nothing they can do about the mileage. Horrible service.
WALTER SI was worried the truck was going to break down at any moment.
ELIZABETH RLuis Julian and Connor are all the best. Those are the people I dealt with.
EVAN RThe young man that helped my husband when he first got the rental (unsure of his name) was extremely rude. He left a voice message on my phone, with no name given, no call back phone number given, and just a threat towards my husband. Horrible customer service.
ADAM KThe staff and efficiency was excellent. My only comment would be about the truck itself. The truck felt a bit beat up. Engine wise. Lacked power
GARY FExcellent - Great Service
STEPHEN PExelente
HUGO Lno improvement necessary
PATRICK RKonor is great!
STUART DThank you! great experience, every time
TESSA NChanged drop-off location, per UHaul suggestion, to San Rafael. Despite confirming twice on the phone, this wasn't updated in the rental system, so when I dropped it off in San Rafael, I was charged a wrong destination fee, which San Rafael then would not refund.
Byron VSimply excellent
ALEXIS GThe fact that you have customers review the rental with phone and take pics for review before leaving is lame. We don't work for you. That's your job. I returned my rental this morning and still haven't been emailed my receipt. Got My reservation return time wrong after taking to a rep to make my reservation.
ERIK KSee above comments
EVAN KMuy buen servicio me faltaba gas y Saul me espero para regresar muy contendo con el servicio
JIAHUI LTerrible customer service - moody, unfriendly and unhelpful.
Dunnill KNothing
JUAN OFriendly, helpful, efficient. Will be back soon.
LEIGHTON RAll good as always !!!!
VICTOR HJulian who helped me at the counter was un professional. he was upset when i noticed that the truck had tape holding the windshield on. when I requested another truck he was visibly upset.
ROBERT F👷🏽♂️👷🏽♂️👷🏽♂️👷🏽♂️
FELIPE CI brought back the truck and they tried to gouge me for cleaning charge when the truck was exactly like I got it I tried cleaning it up my best I cooked the rag there but they said that wasn’t good enough and charged me 25 bucks they charged me $39 each additional day which wasn’t in the contract they’re just out to get your money
TONI PKeep doing what you are already doing. Thank you.
MASOUD FGreat customer service. Easy pick up and drop off.
KIMBALL KExcellent customer service! San Rafael is the best location and we are very regularly renting customers!
JACQUELINE INot the best check-in experience this time.
Michael LIt would be great if U-Haul had loaner hitches in case customers forgot to bring theirs
ISAO KEverything went smoothly and quickly! Very happy!
MARY CNot only was the yard itself unkempt and messy, the store counter tucked all the way at the back was not conducive to a pleasant experience, as one feels walled at each register due to the large display racks separating the. The Uhaul app to photograph the truck did not work on my phone (yes I know how to enable permissions) , the mgr Konor was very condescending about it, saying I HAD to use the app, and ONLY the app. We finally compromised by me sending the photos to his email. I got no response he'd received them. The truck interior was dirty and muddy, and there was food debris on the floor. The worst was that the cab STUNK. It smelled like either a skunk or person had peed in it, I kid you not. The windshield was dirty as well, and there was no wiper fluid. And yes, it's a truck and they are noisy - I rent Uhaul trucks a lot to move book collections I've bought - but this one sounded on its last legs. Sonething wrong there. In conclusion I will NEVER rent from this location again, and the manager, when faced with a senior woman customer who knows her phone inside and out, isn't senile, and wants to conclude the rental in a timely manner, should actually try and help them instead of being a dick about it.
RINA WAll good!
Stewart Lthe person (Luis?) who has been there for many years, made a great recommendation about which ball to use (lower) so the trailer would be even and helped me set it up. I felt confident after that..
Paul KThe overall UBOX experience was appalling. Would never rent one again.
matt l | Overall ExperienceGood experience overall.
Chris W | Overall Experienceno comments
Jeannine R | Overall ExperienceCorporate, 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 Experiencestore 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 ExperienceI 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