Customer Reviews for U-Haul of San Rafael

Rating:

4.0

The UHaul employees were polite, professional, and informed. The location was busy and the UHaul employees were trying to service all the customers. I am well aware employees cost money. Perhaps your Analytics people could re-analyze when the busy times are and staff cost effectively and efficiently for those times.

Rating:

5.0

Staff was very helpful.

Rating:

3.0

Orange, NJ location went above and beyond to help us out. San Rafael we’ve used a couple of times now and they are not helpful, seem like we’re being annoying asking for help and generally have a poor attitude. I’d say of all of the U-Haul locations I’ve been to this one is the least welcoming.

Rating:

1.0

This location has the worst service

Rating:

2.0

The staff at this location aren't exactly rocket scientists. We need to be very patient when interacting with them. The caucasian young 25-ish skinny guy (didn't note his name) who works the desk and also hooks-up the trailers to the car is the perfect example of a totally lazy, disaffected, non-customer service-oriented person -- he should not be customer-facing! He's the kind of guy that will spend more time and effort trying NOT to do something than just doing the task to begin with -- case in point, there were 2x trailers on premises ready for renting, a shiny new one and a very old dirty rusty damaged (something sticky spilled all over the floor inside of it, door latch was super difficult/bent, etc) one. I was allocated the old one and asked if I could swap to the new one instead (considering I was driving cross-country and wanted to minimize ant potential trailer mechanical problems), and this employee hemmed and hawed and dragged his feet and said "No we can't change it" and he said they "...can't swap based on "customer preference." I asked why, its just a computer swap, doesn't make any difference whatsoever to U-haul which specific unit we rent they're all the same. He said it would have to be done inside on the computer, which would mean that he would have to walk ALL THEY WAY 35 yards to the office (oh no!), and I'd have to speak with the manager (him thinking this would dissuade me?). So I went inside and spoke with the manager, who promptly made the computer change within about 90 seconds, and voila done! No big deal. Non issue! That employee was just a lazy sack of protoplasm, no care or regard whatsoever for customer service, easily making customers happy. Fire him, he's bad for Uhaul's reputation!

Rating:

5.0

Very helpful staff. Fast pick up and drop off.

Rating:

1.0

I initially went into Uhaul in Vallejo to schedule a truck for pick up at 7am November 1st. On October 31st I got a call saying that the truck I wanted would not be ready until 315pm and that I could pick up a truck from this location at 10am which still was not the time I needed. Then had to drive through rush hour traffic to get to this location to pick up the requested truck by 6pm that day. Having to drive back through rush hour traffic and making the milage needed longer than what was expected. This location also showed me a list of locations to drop off. I picked the location closest to where I would be going to get there and find out they are no longer a uhaul dealer. I would never recommend this uhaul establishment!

Rating:

5.0

Very simple process to return.

Rating:

1.0

I did not like the way that I was charged twenty dollars for an after hours arrival when the clock clearly showed me arriving well before the time the it was closing. I was instructed to put my key in a slot. But I don't believe that I should be charged a after hours fee if he could have just checked me in right there.

Rating:

5.0

Although the store was busy, Agents and Manager were very courteous and helpful.

Rating:

4.0

The trailer I originally reserved was not available.

Rating:

3.0

Annoying that you make a one-way reservation to drop off at a specific location and then the manager tells you that you cannot drop at that location because the computer won’t let him pick it (you already had a reservation with that location - why is there a need to pick anything?!?) If the manager had been apologetic the experience would have been nicer (although still frustrating) BTW - U-Haul tried to change the pick up location also (to a place 45 minutes (each way) out of my way). I had to complain to get it restored to my “reserved “ location.

Rating:

5.0

Konur was outstanding in customer service. He should get a raise, and you should get him some help. Despite being all alone and crazy busy he managed to make my customer experience an excellent one.

Rating:

5.0

Service is friendly, fast and efficient. Trucks are seriously outdated and falling apart. Doors had to be slammed to shut, no cell phone chargers, air conditioning was erratic, etc.

Rating:

5.0

Nice staff. Thank you.

Rating:

5.0

I don't appreciate yoy scanning my id, and I certainly don't want a pile of marketing and junk mail as a result. Corporate overreach bullshit

Rating:

5.0

some issues with uploading photos in the app

Rating:

2.0

I had to go to a different location to get the trailer after confirming it at the same location as the truck (I incurred additional gas and bridge toll expense). Gas tank was half full. Inside of windshield was very dirty. It makes a difference when driving into the sun or headlights.

Rating:

5.0

Team always great in San Rafael!!!

Rating:

5.0

Keep up the goid service

Rating:

5.0

Very efficient. Check in was quick and easy. And when I returned the trailer, the yard guy did it on his phone. Great service. good price.

Rating:

5.0

Everything is good

Rating:

4.0

Good customer service

Rating:

4.0

Always have two people at the desk so check-in and check-out is fast.

Rating:

5.0

hand dolly/hand trucks should come with bungee cords. The truck was the old hand lock which was kind funky having to jump to the other side to wind down the window when it was hot and also applies to the door lock which was manual. It was ok just so not use to that any more. Overall excellent and Connor was excellent in customer service! Definitely recommending San Rafael U-Haul

Rating:

5.0

No comenta its all perfect

Rating:

1.0

Expressed issues that I had with the rental to a store employee and he couldn’t care less.

Rating:

2.0

We had rented a Cargo van a year ago from this location and we had amazing experience and cargo van was clean. Due to that experience we rented the cargo van again this time . Except the cargo van was not only horribly dirty and banged up exteriorly but the inside of cargo van was dirty with a sticky substance on the back liner but the front driver and passenger seats were dirty and the front cabin smelled like cigarette smoke there was blue glitter all over the passenger side and garbage on the door compartment. The young Caucasian male that was standing outside as we returned the van was rude, had poor communication, and was on his phone. We had such a horrible experience I’d rather take my business to another U-Haul location next time.

Rating:

5.0

All went well. This truck got MUCH better gas mileage than the 3 others I have rented recently.

Rating:

5.0

New truck, Everything was great except the ramp. The last foot of the ramp was angled in such a way that it made it very difficult to push things with wheels up it.

Rating:

4.0

The sign said drop off the vehicle here, I did, a worker came out and told me not to park there in a very angry manner. Telling me to back up, the tow dolly information said DO NOT BACK UP DOLLY!! I just gave him the keys and said what I mentioned above.

Rating:

5.0

Absolutely love this location and its ability to help me with my business

Rating:

5.0

Great service as always. This time, I learned how to use the mobile app to check out and return our rental truck. It worked pretty well, but it was nice to have employees around to help me along.

Rating:

3.0

fit would be nice if the truck windows were washed. Since each customer essentially has to bring back the truck clean and filled with gas to the previous level most of the work is done. cleaning the window would be vry helpful.

Rating:

3.0

Even though the truck was “Ragidy” in the sense of the seat covers keep sliding off because the Velcro was worn out, the truck didn’t drive flawlessly up hill, the low pressure tire sensor was on the whole time - the location was close and price was right. So you get what you pay for. It wasn’t horrible, I just didn’t feel confident I was safe. So I made do.

Rating:

5.0

U-Haul location that I picked up the tow dolly at was very busy. But I still received prompt help and service with my rental. The agents were very helpful and nice

Rating:

5.0

Good service professionals

Rating:

4.0

Clean the outside better

Rating:

5.0

Very good all of them very helpful

Rating:

1.0

Better customer service on site

Rating:

5.0

The two men working at the time I was there were wonderful

Rating:

5.0

All went well.

Rating:

5.0

Exterior of vehicle could have been washed clean but this was a minor detail. The cargo van was a great vehicle to rent for my needs and will do so again on the next project.

Rating:

4.0

Drivers side door didn’t close correctly and was dangerous and distracting while driving this vehicle. Door was noisy and shuddered while driving - very dangerous and distracting. Original small van that I rented was “upgraded” to the next size van which I did not choose to rent. The van I rented was not available because the person who was supposed to return it was late. The upgrade was a challenge to drive along with the dangerous drivers door. I should have asked for a refund.

Rating:

5.0

good servis

Rating:

4.0

This is a huge lot, but there is zero available parking for visitors coming to pick-up or drop-off rentals. There should be at least a few slots for temporary parking, a 10-to-20-minute parking zone?

Rating:

3.0

I gor there when it opened. The young man who opened seemed a bit overwhelmed with me and then others wanting service. I felt he rushed thru my needs...basically take it and go...next please. not his fault...less service than needed on site

Rating:

5.0

Great service. Jose knew exactly what to do and was very helpful.

Rating:

4.0

I really appreciated the option of an after hours pick up when I was running late and even though I could use the mobile app for returning my cargo truck, a very friendly and helpful associate came out and checked me in extremely efficiently and I was on my way in about two minutes.

Rating:

4.0

Staff was not attentive and made me wait A Lot while no one else in store or lot; they were looking at their phones!

Rating:

5.0

Nothing much to add, make a reservation, and come and pick up the truck. Simple.

Rating:

2.0

Pickup was chaotic, Not enough staff. Took an hour to get the truck. SMS process to finish the vehicle checks is terrible.

Rating:

3.0

Upon return the intake employee tried to claim we drove an extra 20 miles further than we actually did. We had the UHaul invoice with the starting mileage but he said it was wrong and what he showed on his phone was correct. We had to go inside to the counter employee who realized we only drove what we actually drove and what it said on the invoice. Too much trouble to deal with when dropping off a vehicle.

Rating:

4.0

Have more than one employee in the San Rafael location

Rating:

4.0

Because the trucks were so packed together, it was difficult to take pictures of all sides of the truck.

Rating:

5.0

Connor was fantastic from start to finish - patient with me on the phone the evening before I collected my last minute rental the following morning. I was one of those people on the phone who asked endless questions to make sure I covered everything as I don’t like surprises but he very graciously answered every one of them with calm friendliness. He was there the following morning when I collected my truck and I saw him speaking on the phone with other anxious movers, answering all of their endless questions with patience. Ignore the bad reviews on yelp relating to a previous employee. He’s gone now but was probably not completely to blame for most of the reviews from unreasonable people who don’t bother to read info online or read their contracts before renting a truck. 5* to Connor and the San Rafael operation! My 10 ft truck was also a relatively new one and very easy to drive.

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.