Customer Reviews for U-Haul of San Rafael
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.
Testimonials from recent customers of U-Haul of San Rafael
The customer service was outstanding! The trailer worked out great and we were a few hours late and they did charge us extra. Highly recommend this
Loved the service and it opened @ 7am ??????
Excellent equipment. Excellent staff
Keep up the good work
The trailer I reserved was not there. We were able to substitute another which worked out.
Nice guy working your desk
All was good, except for a charge for a utility dolly I didn't have.
perfect transaction of service and my money
The online pre-check in was awesome. And the return process was super fast. Great experience overall!
I didn't get a full tank of gas. I called to inform U-Haul immediately, but didn't go back since traffic was gridlock. They said they would make this adjustment on the contract, but did not. Can you look into this & take the gas charge off? I returned it to the level I received it. Thanks!
Harman, the manager (?) was excellent in his manner,
his manners, his articulation, and his efficiency.
A really good employee. Also the young woman who
checked me back in on the same day.
I was pleased and impressed.
The privacy latch on the public restroom is not aligned correctly. I opened the door on a lady already sitting on the toilet and embarrassed both of us. I quickly withdrew while saying my apologies.
Later, when I used the restroom, I noticed the latch got hung up at the halfway point.
Everything was excellent, There was no wait time whatsoever, everyone was very helpful and professional. I would recommend U Haul San Rafael without hesitation.
The employees at this location are especially helpful, cheerful and professional. I enjoy renting here.
Very good service and keep up the good work. Thanks.
More people working at the counter on Saturdays and Sundays!!!!!!!!!!!!!!!
Great service and people, many issues through process however. Service team forgot to give us furniture pads, got a flat tire on drive with load despite being a new trailer and was asked after pick-up to return to a location 45 min from our destination.
Very pleasant experience.
Sherry, whom I spoke with on the phone to schedule the pickup of my U-Haul at the San Rafael location did an exceptional job on the phone. She had amazing phone presence and was very warm. I will be back.
The San Rafael U-Haul was very friendly and accommodating and sympathetic to my poor experience in Santa Barbara. Saul was very helpful and recommended I will inform corporate about my experience in Santa Barbara.
Good people working there
The staff (specifically the person in the yard) is exceptionally rude and unprofessional. I was ignored for 10 minutes while trying to return a vehicle. When he finally did show up he barked at me to move the truck over 5 feet ( out of the eventual parking space. I refused and tossed him the keys. He went on to scream at me using very foul language. Management at that store has a long way to go on how they select employees. Never again
needs more people to speed up process
I can't say enough great stuff about everyone I dealt with at U-Haul, in Arizona, California and on the phone! The best customer service I have experienced in a long time! I was smiling after every transaction!
Please have more people working at the counter on Saturday and Sunday
We were super happy with the service the van and the availability. The staff were great and helpful! Happy you had a drop key box so we were able to drop off the van after hours. Thanks and we will use you again some time in the future!
Was a little pressure , I rent the truck to move a two bedrooms and the guy say(you have 6 hour to give back or you will pay 50 bucks + 29,99 + shit --- that's is a slap on the face...
I have almost destroy my back , thank god my bro help me.
Was disappointed in the customer parking availability. I was directed to park in the "lot on the other side of the fence" even though there was a large "no U-Haul parking" sign. I went back to the desk to confirm it was ok and the attendant assured me it was. When I returned the next day I had a large sticker on my window indicating the car was subject to towing. It would be helpful if you either had more parking on-site or better relationships with your neighbours.
I was not told about a 4 hour window and that I had to return the truck by 1 pm. at the time I scheduled the rental by phone. I said I wouldn't need it all day but probably mid afternoon. This was a total shock when I went to pick it up. I paid a full days rental rate and had to return it by 1 pm. This was totally unacceptable
Uhaul exceeded my expectations. The people I dealt with in Bremerton, Wa were great and the box arrived early in California too. Everything was in perfect order.
For me...no improvement necessary! I was very well treated by the check-in and check-out staff...Maria and Luis. Quick and efficient service both times. Thanks!
Was told i would receive an receipt via email, but never did. I would appreciate one.
We were pleased with our truck. They were very professional. We recommend this Uhaul to everyone.
Very friendly and engaging greeter. Super simple return system.
Our order got jumbled pretty badly to the point where we had 4 different contracts going. It would've been a lot easier had we gone to the location from the beginning instead of reserving online. Otherwise equipment was in good condition and everything worked out in the end.
The morning attendant was rude, unfriendly and unkempt. Bad taste at pick up.
The young man on duty during drop off was, on the contrary, helpful, friendly and a pleasure to deal with.
as a non smoker, get annoy when previous people were smoking in the truck!
As a real estate stager, I would prefer NOT to have the dolly and the extra blankets in the truck when I will never be using them. I am paying for the space within the truck to move furniture. Sincerely, Glenn Steiner, Upstage-Marin.com
Monica provides excellent customer service. She is super customer oriented, helpful and knowledgeable about your services and billing questions.
Please have more people working at the counter!!!!
The truck I ordered was not there but I was able to get an upgrade.
Great job on customer service. I will use your services again in the future!
I reserved a van. April 30th at 11:30 i came to the front desk to pick up my van. i was told the van had an electrical sensor problem and shouldn't be used. So they offered to put me in a 10 foot truck which I really didn't want since I had a small load and was driving to a congested area. I requested some type of "making good" to me for having to take the larger vehicle; eg reduced cost for insurance; the manager (man) came to desk and was not very service oriented and indicated "no, we can't provide reduced insurance". The gas level on the print out showed a quarter tank, however when I got in the truck as I drive off lot, I noticed the gas gauge was only 1///8th of a tank. I took a picture showing both the 1/8th tank and the stRting mileage.
I phone the uhaul number on the contract and they indicated they'd make that notation in the record upon my return.
Upon the return of the truck at approximately 6:00 pm, the man in the lot handling returned trucks had not received any communication regarding the initial gas level. He was also not at all service oriented, had me go back to the truck where I parked it to move it up after he finally moved his truck he was in up, and was not accepting of the fact that the truck I rented started with 1/8th of a tank. He questioned that, asked for my gas receipt and indicated I was good, regarding the gas usage.
I see an additional $22.O0 on my electronic statement which I will inquire about after sending this feedback. I've used that San Rafael facility approximately 4 other times in past 7-8 years. Next time I need to rent a moving vehicle I'm going to call another option because of this last experience yesterday where I felt not regarded as a customer, not provided good service and lack of clarity regarding my final charges.
My original reservation was made online at the Novato location in Bel Marin Keys. It was switched to San Rafael (10 miles south) the morning of my reservation because my pickup was not available. How does this happen? Unacceptable. The additional round-trip miles cost me more than $20.
I rented a trailer with a roll type door. For was broken and very difficult to open.
With that said. The two people that were working at this location one a young lady the other a young man were excellent. I would go back just because the service was so good.
these folks at San rafael has totally changed my opinion on uhaul. you have the easiest procedures for renting. the staff here were friendly and helpful .
The cargo van was clean and ready to go, except that the gas tank was almost empty. It would have been nice to start out with enough gas to get more than 40 miles.
Great staff and accommodated my need.
Excellent customer service.
Due to space limitations I feel the set up is sufficient and most importantly the check-in/return process is speedy and efficient. I appreciate that the counter associate is friendly and not grumpy. Thumbs up!
I didn't have to wait long for help despite there being customers ahead of me. The process was quick. My cargo van was outside ready just moments after signing my rental contract. It's obvious that Uhaul employees work as a team.
The cargo van ran fine with no problems. The U-Haul staff was polite and professional when I requested to keep the van an extra day.
I appreciate your service..Thank you.
This is the third time this year that I have rented trucks from U-Haul of San Rafael.Staff members Saul and Anselmo are top notch: super competent, efficient, courteous and creative problem-solvers. The trucks have been in excellent condition every single time. Easy to do business here. I highly recommend U-Haul of San Rafael.
The number of parking spots at the facility are about 5. There is no parking nearby, except for street parking. I Had to walk over a 1/2 mile to park my vehicle, after driving around for 20 minutes in search of parking.
just maintain the good customer service
Verlonica and Drew are your San Rafael Ca location give stellar service. Thank you!!
All customer service personnel were cheery and helpful.
Outstanding staff and overall experience.
It was a good shop, everyone was very nice and I was happy to get such a new van to use.
the people were really helpful and friendly
Not sure, Friendly & Great service, DD
The entire rental experience was greta especially the return. Monica (I hope I remembered her name.) was excellent!
One major issue - The U-Haul sticker on the windshield should be removed. It is a safety hazard that blocks visibility especially for tall drivers.
They were great and I got a discount because I had a DOD identification card. They take care of VETERANS!
More customer parking availability. I had to park on the street two blocks away.
The personnel at this location are outstanding, and I use the word advisably.
The gentleman we had was very helpful. Excellent customer service. He went above and beyond to make this as easy as possible.. He made two uhaul box cars for my kids and and gave my son his first penny to put in it.
Excellent customer service, knowledgeable and friendly.
Thank-you , you all were very kind & helpful.
Got a bill for gas even though we filled the truck up down the street from this location and the gauge showed we had more gas than we started with
Up sell rope, I could used some
It was a super easy pick up and super easy drop off! Very conveniently located!
I rented a 17' truck and it was ready to go in a few minutes. Paperwork went smoothly and I was off. I drive a pickup truck and wish it drove as easily as the U-Haul 17' did. The U-Haul truck handled the move with no problems and the inside was clean.
If you do get one be sure to use the lower fish eye mirrors when checking if someone is in the lane next to you. These mirrors look into the blind spot.
Thanks U-Haul for a great moving experience.
My entire experience was A+, from reservations through delivery and the return process I felt personally cared for and ultimately confident with the rental. Thank You San Rafael U-Haul
Rented a truck two times this weekl No complaints, it was pleasant experience!
Service was great and nice size and organized lot
We love the vans. The customer reps are friendly and helpful.
retain previous rentals in your system and if they are the same, make pick up just like drop off! Drop off is perfect: just hand over the keys and receive an e-mail!
Time spent at the location is minimal.
Truck wasn't checked out full even though gauge read full. I drove 11 miles and tank was still filling after 2 gallons (I stopped at that point). That's lame.
we reserved a 20 foot truck and when we showed up, only a 26 foot was available. while this sounds like an upgrade, only a 20 foot truck fits in our driveway. thus, we had to rent 2 other trucks from another location - a 10 foot and 15 foot, since that was all that was available. we had to pay for movers for two hours of work while we scrambled to find other rental options. very poor service.
Efficient, friendly, easy to work with.
Friendly, fast service. Very helpful.
Check trucks driving performance / got one that was dangerous ....
I was quickly given another tho.
Your team was great. The van was clean and all previous damage was noted, and they both had a sense of humor! I have never had a bad experience there.
Change your policy regarding over fueling refunds. I rented a truck with 1/2 a tank made a mistake and returned the truck with full tank. $40.00 added cost /30% of the rental. No one cares. Not even a store credit.
nicely run, better than Stockton, CA Hammer Lane local
The return customer experience was really awful. I had some issues with the truck that I rented and the two people checking me in didn't even want to hear about it - and were quite rude.
Drew rocks, he takes care of everyone fast and accurately. The rep, I forgot his name on Sunday when I made the reservation over the phone was great as well. Thank you UHAUL!
Everything went well. Thank you.
This visit was a major improvement over previous experiences at other locations. Service personnel were knowledgable and accommodating. The pre-checkin expedited the process and the return was easy, too. I'll admit I avoided uhaul for many years due to poor service, but this visit changed my mind.
Nothing, every thing from the reservation experience, the truck, customer and rateS met my customer satisfaction 110%. Thank you UHAUL!
Inside the van smelled like old tacos.
I unfortunately locked myself out of the van, keys inside. I was not allowed to use my AAA membership to unlock the van. Instead I was repeatedly directed to a confusing 800# voice mail system for UHaul roadside assistance which referred me to a website which referred me back to the 800 number. This frustrating system eventually led to someone coming from a local towing company an hour later. AAA would have had me on the road in 20 minutes. What a ridiculous system.
Customer service was great, the young lady was friendly, polite and efficient. she should be recognized as an example of great customer service.
We returned the truck at the end of the day and i couldnt get a receipt because the system was down. That cause me a big problem because i end up paying way more to the people who help me.
Anselmo and the rest of the staff at Uhaul couldn't have been nicer and more helpful.
The employees were great and helpful.
When I first reserved the truck about a week ago the telephone person got the wrong date. Luckily there were enough trucks today. Otherwise it would have been a disaster.
Drew Bates was fabulous in every way. Helpful, professional, efficient. Only suggestion I have: rather than go thru MovingHelp, contact Lyfeassist directly- also amazing.
On Friday the man who assisted when I picked up, and again another man who helped when I returned the truck - both were very helpful, friendly and easy to work with!
Great selection and location. Helpful staff
The problem was not with customer service. The new van has no handles in the back so very hard to step up that high with nothing for stability.
The female employee was so great with customer service!
Knowledgeable staff very friendly very efficient and very fast
I was told the fuel tank was full when I began my rental. At the end, when I went to refuel, I pumped three gallons and stopped! I knew that I had gone no more than 10 miles during my rental, so it was clear that the tank was NOT full at the start of my rental. I pointed this out to the Manager who had no more than a sort of Ho-Hum reaction and offered neither an apology nor a remedy.
Very, very bad form! More precisely, it was a RIPOFF!
Very helpful....stated Kate after closing time to help a bit.
I keep receiving emails from Uhaul stating that my shipment is being prepared. They don`t stop coming - 5 or 6 emails every day. It is very annoying, and I will not use this service again.
I had a small frustration when I returned the truck that I rented, due to the gas level. I had driven ~20 miles and put in $5 worth of gas at $2.11 a gallon. The guy who checked me in questioned the level of gas, indicating it was not sufficient and that they would charge me for an additional gallon - at $6/gallon. He was nice about it, and after we discussed it a bit, he agreed to not write it up as insufficient, which seemed to me to be appropriate and not a favor, though he seemed to believe that I had not filled the tank sufficiently. I told him I had put in $5 and he said I should have put in $6. I question that the gas gauge would really show that level of difference. Again, he was nice about it, but it seemed over the top to me.
check in and check out crew were excellent. Keep up the good work.
the road noise in the cab made it very hard to understand my ipad. ( i like that you can play devices through the sound system.... but the speakers are shitty.) on a long drive a good book or podcast makes a huge difference.... almost enjoyable.....
Terrific, thank you staff at Uhaul, so easy, and informative and helpful always
I can't think of anything right now. I was taken care of with no delays. Excellent service. My trailer was loaded while I did the paperwork. Awesome.
I liked the fact that the checkout process was very quick. I had a time constraint and appreciated the expedited process. All I needed to do was hand over the keys to a worker who came immediately I parked the truck and my receipt was emailed to me since I chose that option.
Great customer service! Thank you!
keep smiling, great service
Everyone who I dealt with was very professional and courteous. I was very impressed.
Check in was accomplished very quickly
Amazing crew on check in and check out!
Always very good service keeps me coming back
Every time I go to this location, I get the same lack luster, lazy service. The only one I find helpful is the short young girl, unfortunately forget to ask her name. The last time I rented a box van, I had to add so many per-existing dents and dings to the form, I felt like I was doing their job. Also, the 'day laborers' that hang out and wave you down are so annoying. The fact that they will walk up to you and ask if you need help looking like they just woke up and haven't showered in days, not only reduces the professionalism of the company from a patrons eyes, but also makes the question their security. If the Mill Valley/Tam Junction location ever gets vans, you bet I'll never return to the East Francisco Blvd location. My 2 cents.
Computer system slow and staff not skilled in using some features.
all went very smoothly. staff was pleasant and helpful! thank you.
The service was extremely slow and getting someone's attention was actually a chore, You got the feeling like you were bothering someone, Also the explanation of what you were paying for and how it was used was very quick and not completely customer friendly......
Quick and easy. Staff very nice and helpful.
No improvement needed - all good.
These guys are all awesome. Very professional and good people.
I was happy with the efficient check in and check out procedures and professional service. I'd use this place again for sure.
Thanks to Drew and his staff for assisting me in the midst of a stressful situation.
Very pleased with the process and the flexibility to fill the U-boxes on site in my own time frame. Would definitely utilize again for my next move.
The guys who came to load were great. The U haul staff and service were a disaster. Plain scary.
Michael Stanford not Sampford as above
A chair was smashed when the box arrived. Almost beyond repair
Lock on one box was destroyed. Person that referred me had lock ripped off door. I am seeing a pattern.
One staff younger, male - didn`t get his name was particularly helpful throughout the process - making sure I have what I need, and providing tips on how to maximize my ubox :
You`re lucky to have Drew as an employee.
Box was not delivered on time. Staff was extraordinarily unhelpful and had no idea when the box would arrive. Absolutely terrible experience.
General manager Drew was outstanding to work with
We weren`t told that we had to number boxes and list all items to move overseas. We had to make a trip back to the States from Singapore to do this. We used a different company to ship overseas.
Everyone very helpful and courteous. Had rented a trailer but when I saw the U-Box opted for that instead.
Poor service and zero communication
The lock and hasp were torn off of my unit when I received it and there were a number of things missing from my U-box.
The manager was very helpful and even offered to let us have a lock in case we needed to lock up our U-Box in between trips as our lock had partially broken during shipment.
The Box itself is a bit expensive but our experience with delivery and pickup has been excellent and we wish to commend UHaul Delivery Associate Sandy on outstanding customer service.
Sandy the delivery person was the best part of all. She was super friendly and professional.
Was attended by Becky. Never did Becky make eye contact with me although I was sitting directly in front of her, and she continuously responded that she did not know the answer to my questions.
I would recomend a larger size for a one bedroom/studio and and I have very few Items.
Well staffed and staff very helpful. Everything went great.
Slightly misleading saying it is $79.95 when it is $300 to deliver!
The u-box was ready when i went to pick it up. it was not delivered.
the uhaul delivery gal was brilliant and apologized to me on behalf of san rafael uhaul. they did not call me to schedule a window for delivery and the uhaul customer service people were useless.
It was incredibly difficult to access my box I called in advance multiple times and yet no one was able to help and the box was not accessible when I showed up
Very hard to communicate with San Rafael store. They didn`t return calls and call center couldn`t resolve issues. Only one man was authorized to handle UBox which created wait times over 3 hrs!
The driver picking up the ubox`s was awesome!
The guys were helpful hitching up the trailer and treated us with kind regard.
Manager lost staff, no one to deliver box. I was not called - had to pay men when no box. I did get free truck to drive box myself next day. U-Haul did not meet an agreed on and contracted deadline.
At the start of the process I couldn`t find my box, I was told it would be put in the parking lot by 4 p.m. Label boxes to be less generic. Anthony was best in terms of customer service.
Bad service, broke my lock and did not replace until i demanded it.
The staff at San Rafeal are exceptional. They went out of their way to ensure all boxes were accessed easily and called me on the phone instead of making me wait, tt time of payment. 5 Stars!
The manager at the san rafael, california store, christopher, was fantastic as well as the two men working under him. telephone customer service i found untrained confusing, though friendly.
I cannot express how much I hate this company in 200 characters or less. This has been the worst experience of my life.
Excellent service! Especially Walt who fixed a major problem with my account that would have had the Ubox going to the wrong town. I loaded at the Uhaul site and everyone there was really helpful.
Great service from Chris and staff at San Rafael
convenient, easy to load, made moving so quick and trouble free! thank you u-haul
On site staff were great, corporate organization scores about a 1/2 out of 10. I got a billing, late notice and lein notice before my belongings were confirmed delivered which took 5 weeks.
in-store personnel great, but the two people I talked to over phone provided misinformation about your fees and policies.
Seattle customer service sucks.
My experience with this company was awful. I got an apology and nothing else.
A little pricey, but otherwise a very good service
The checkout experience in the store is MISERABLE. It took 30 minutes. You guys have got to figure out how to make the experience better. Also, the wood box is a bit concerning. Would prefer metal.
Made arrangements to have box delivered at 1pm. My pregnant girlfriend waited at the house that had no furniture. 200 characters not enough space to explain how bad it was.