Customer Reviews for U-Haul of San Rafael

8513 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:
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:
5.0

Customer did not leave a comment.

PENELOPE S. 
Rating:
5.0

Customer did not leave a comment.

GLENN S. 
Rating:
1.0

The billed mileage was way off. I rent trucks MANY times a year.

Peggy C. 
Rating:
3.0

Still waiting to see if Uhaul charges us for a trailer with a dented fender, that had the dent in the fender when we left the parking lot with it in Reno.

Robert C. 
Rating:
4.0

We called saying we were going to be 5 minutes late and got a very stern reply stating that you close at 5 and will not be there after. We get there at exactly 5 and the people are very friendly and helpful, but would have liked the person we spoke to on the phone to offer some sort of other option if they were not going to be there, like saying we could be there next morning or so

NICHOLAS N. 
Rating:
1.0

Customer did not leave a comment.

Luis R. 
Rating:
3.0

Customer did not leave a comment.

JAMES Z. 
Rating:
4.0

I'm not sure

FRANK P. 
Rating:
5.0

Customer did not leave a comment.

JORGE G. 
Rating:
5.0

Customer did not leave a comment.

JOSHUA B. 
Rating:
1.0

The **Only** good thing about this U-Haul rental experience was the cheerful young man who greeted me upon return of the truck. Otherwise, not good. The guy behind the counter at checkout was sullen, rude and unhelpful. I had reserved a furniture dolly, but when I asked about it, he just said "I'm out". No apologies. When he informed me that the truck only had a quarter tank of gas and that I would need to return it with at least a quarter tan, I said "it would be nice if you rented vehicles that were full". His terse response was "it would have been nice if the other customer had returned it full". But why would they? He probably told them the same thing. U-Haul has obviously gone way down in service commitment since I last used them many years ago. I would never rent from this company again.

DANIEL W. 
Rating:
1.0

Not INFORMED about Toll cost of $7 and you charge $20 even of U guys have the fast track, Customer must PAY extra for it? Unfair! Truck transmission jump a bit. Wheel loose on direction when U turn. Not enough people on store, spent a long waiting time with more 3 customers waiting for attendant.

JOHNNY A. 
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

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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