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

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Gerald T.
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nothing comes to mind. all went as planned. no complaints.

Vincent V.
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Simple instructions on how to use the vehicle. The back latch got stuck and we couldn't get it to close for 20 mins. This shouldn't be an added stressor to an already stressful move. Please consider educating your clients on how to use the vehicle.

John T.
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Although the equipment ready to go (windshields on trucks inside or cab are never ever clear, as if someone smoked for a week in the cab....) Being from San Rafael Calif. Where the virus is startng to blow up in infected people -- And being that we are at a state of Lockdown and asked to wear Masks -- and keep our distance from one another at Six Feet. -- I Saw none of this at your San Rafael Store -- No employee seemed concerned about distance from one another -- I have a brother whom caught the virus and was near death -- This level of incompetence is inexcusable at this time in which so many are dealing with very dire situations - someone from corporate needs to secrete shop this store and see for themselves what I mean -- I have had great experiences in the past at this store -- but at this time -- your carelessness is beyond excusable - John Thurston rented a box truck - I rent about 6 trucks a year from this store --

chinedu A.
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More parking space

JARED L.
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The windshield wiper was obviously broken. I got 15min into ride and didn't have time to come back. Then it was pouring and I was trying to see through windshield with broken blade. People were nice there though.

Damien P.
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Customer did not leave a comment.

Dawn W.
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Customer did not leave a comment.

Mary W.
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Alexander was great was very friendly and helped me with my hitch reservation he was very polite and very clear with his explanations. He was able to accommodate me after other employees had told me lies. He is the best worker there

Alan S.
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I picked up trailer Fri and was told to return it by Sunday. Sat at 4:45 PM I was sent a text that I had to return trailer by 7AM Sun. If I had been told at time of rental that drop off had to be by 7AM or that it might change, I would have planned my work differently. This last minute change in UHaul requirements created an avoidable hardship for me.

MARK W.
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Customer did not leave a comment.

Mary K.
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Uli was so helpful and kind.

Paul R.
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Customer did not leave a comment.

Christopher C.
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Customer did not leave a comment.

Herbert D.
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Customer did not leave a comment.

Caroline W.
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Customer did not leave a comment.

Wosbeli H.
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Everything was great. Thank you,

Blanca Y.
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Overall everything was great, thank you.

Walvelt H.
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great and well-trained staff that provide great service.

Michael K.
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Thank you

Linda C.
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Was told truck was disinfected do to the coronavirus. When we got to the site and opened the back it was full of trash. Scared us as we were lied to and and trusted the representative. I had to move with a deadline. I just cant believe uhaul could be open as an essential business with no safe guards for their patrons. Well I know what they yhink about us. I wasn't the only one there with complaints

Peter B.
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Perfect and efficient office

Dean G.
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Customer did not leave a comment.

Glenn S.
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Customer did not leave a comment.

JONAS C.
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Need more parking space. WAY TOO EXPENSIVE. Handles on auto loaders need lube.

dilma G.
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Service perfect thanks

bong S.
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Customer did not leave a comment.

Thomas J.
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The van was filthy and the staff unhelpful. This location did not honor the price given to mer when I called U-Haul's central location. It was a total bait and switch on the price.I will never use them again.

Karin B.
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Make sure to include a Ramp with their rental. I had assumed there was a Ramp included with my rental on Sat. 2/29/20, but there was not..... I was NOT happy with that, as it made moving my items/many boxes into the truck much more difficult, in turn taking more time than originally expected....

john C.
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Your staff hooked up the trailer and didnt test the lights. I checked before driving off the lot and found the right break light was out. That's not the quality of service I expect. Safety should be first.

PHIL O.
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Customer did not leave a comment.

Cat P.
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I ordered/paid for two dollies and furniture pads...they were not in the truck. I was not refunded as the front desk said I hadn’t topped off the tank well-enough, which wasn’t true. Disappointing-not to mention SLOW-service.

CAROLE V.
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Glad they are improving the facility and have more employees. Staff was great!

Sandy A.
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I have gotten a u-haul 5 times in the last 6 weeks from this location. All was going well until the last rental. A Check Engine light came on and we had to pull over and stay the night at a hotel. The manager on duty only rei/mbursed us for part of our hotel stay and gave my wife a tough time on reimbursement when returning the truck, I'm not very happy with him right now

Glenn S.
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Customer did not leave a comment.

preston M.
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Pickup process was very slow and frustrating.

Dory L.
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automate pickup process so I don't need to go inside to get a trailer.

Norbert B.
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I was over charged and I had to wait 30 min until it was figured out why exactly it happened .

IAN R.
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Finally, U-Haul has a reasonable insurance coverage. That’s great!

Marc V.
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internet was down but they handled it well. thanks guys!

Joy L.
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The iphone log in wasn’t recognizing me at the property and all was in order on my phone. Fast service at the desk!

John B.
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Clean trailers before renting.

David H.
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Customer did not leave a comment.

Karin S.
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Juan, who worked behind the counter when I picked the cargo van up, was extremely rude and made me feel like he was doing me a favor by helping me. This is a pet peeve of mine.

Paul B.
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Pickup seemed to be very complicated for something I had reserved online. Return was super fast and friendly.

Glenn S.
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Customer did not leave a comment.

Amy P.
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Everyone was really helpful! When I was checking in there was a long line and there were two people working there butt off getting us taken care of( a shorter young man and yong lady with brown hair )but there was one employee that wasn’t helping them at all, I think he was sweeping,when he could of pitched in! It just made me feel bad for the other two and didn’t look great for that individual (he had a beard and glasses) This was my first time renting a uhal and overall I was super pleased with the whole process! The young lady that checked me in especially was very sweet and helped me the most..Thank you uhal!

Daniel B.
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Best team I've ever experienced. Smooth running operation. I hope the employees are well paid.

Christopher G.
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Jose Hernandez was excellent

Elizabeth B.
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Customer did not leave a comment.

john M.
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Truck was clean. People at location were pleasant and helpful. Truck was not in great condition. Both doors were difficult to close because of dents and wear. Transmission was slow to react... Truck is tired.

Daryl S.
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Price was insane at $1 per mile.

Matt W.
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First person who greeted me was not helpful, she claimed there were no trucks available for a daily rent (didn’t bother to check the computer) and tried to send me away. Her colleague offered to check and stated that there were 3 available for rent and took care of the transaction while the other person looked on. The helpful person mumbled her disgust in her less than helpful colleague. The situation worked out, but the first employee is not an asset to your firm.

Ernest R.
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Customer did not leave a comment.

leonora B.
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Your system was down and I was waiting for an hour until I had to leave but the staff were wonderful at San RAfael. They tried everything, called everyone to facilitate my needs. A young man (with curly hair under a cap) was super sweet while another booked a reservation for me the next day. They handled the technical glitch with patience and professionalism. Well done.

mike A.
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Customer did not leave a comment.

Terrence P L.
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Customer did not leave a comment.

Charles H.
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Need more customer service at check in

Sean O.
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Customer did not leave a comment.

Derek R.
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I was very happy with the service, my first experience of U-HAUL as I am new to the country.

Christiane G.
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Customer did not leave a comment.

charles B.
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there was no window washer liquid otherwise great service

Gabriela F.
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Customer did not leave a comment.

Allison S.
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Great staff on 2/22 in San Rafael. They assisted me in switching vehicles. Thank you.

William W.
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Customer did not leave a comment.

Glenn S.
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Customer did not leave a comment.

Lawrence C.
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Had to laugh, followed the signs to drop off the truck and trailer, person that greeted me said “you will need to back the trailer to where you entered” I laughed and said “How many trucks do you want damaged?” When I return your equipment to the U-Haul location and follow your entrance directions, it’s your responsibility to put the equipment where you want it, not mine!!!

Barbara G.
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Need more customer parking.

Carl G.
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Customer did not leave a comment.

Robert S.
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I was told that I would receive a receipt via email after returning a vehicle on Monday and have not gotten anything yet. Further, I was promised a refund or credit because I over-filled the gas - returning with a full tank, when I only needed to be at 50%. I do not know if that happened because I did not get a receipt.

Katy S.
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Great service from the team at this location. Everyone so helpful and courteous.

Glenn S.
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Customer did not leave a comment.

Dean P.
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Everybody outside was friendly when i went inside I was helped by jennifer and it was a horrible experience. She gave me the wrong information about my truck and gave me a hard time when I told her the gas was incorrect. I then talked to a friendly gentleman outside and he came in and helped me. She does not help and was very rude also was very bossy to her co workers I feel bad for any customer coming inside and is helped by her customer service.

Marilyn I.
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The charges for this rental got extremely messed up. I will not be happy until they are resolved. I have been using U Haul for over 20 years and they really did not do a good job this time.

Abby Y.
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Customer did not leave a comment.

Andrew B.
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Customer did not leave a comment.

Christine E.
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Very helpful

Mark D.
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Customer did not leave a comment.

Joseph M.
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Alex who works the front has always been an upbeat ,professional guy every time I've rented here, always through, even if I make in it their just before closing time to rent or return, I'm treated like the place just opened. that go's for Jennifer also (who actually runs back and forth to get info if needed, when its busy) Jose up front is also real Pro. when he served me also. even Jose outside is always a nice Guy and polite about where to park, etc. since sometimes it can at some times be confusing. Everybody's friendly and it's a good place to rent.

wendy D.
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Customer did not leave a comment.

William K.
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Customer did not leave a comment.

Elena B.
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Offer clients more parking on your lot. Very limited parking places to leave one’s car at this location.

James L.
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Slow counter...

HAROLD F.
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I was a walk in. I asked for a ten ft Van-19.95 special. I was told as I was a walk-in that there were no more that he could rent out that day to return to same location....which after talking to and it being verified from 2 different customer service reps-was a lie. I told him that on the outside I would be driving 100 miles. He told me that he was charging me 1.19 a mile. He told me that any of that I didn’t use would be refunded to me-I drove less than 50 miles. With the guy I was moving on the phone w me-I asked Juan-to be sure-if I would be refunded whatever mileage I didn’t use at 1.19 a mile-he assured me I would. Turns out the man is a liar and a thief-his name is Juan and he is the gm of San Rafael. I also requested a dolly-which he charged me for-and did not put in the truck. On top of this-there are probably 7 or 8 spots marked customer parking-but yet none of the customers could park because it was all employees in the spaces. I am pissed. I have been lied to and stolen from.

Timothy L.
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dolly light was taped up and a wire was electrical taped together on pickuo- and fell off during use. Hoping im not charged given its damaged condition on pickup. other than that the service-woman at counter was awesome.

Glenn S.
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Customer did not leave a comment.

Michael M.
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Customer did not leave a comment.

Bernadette L.
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Customer did not leave a comment.

Raymond L.
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Jose Hernandez An the young gal working at the desk who lives in Richmond are the best assets u have at this store

Gustavo G.
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Customer did not leave a comment.

David R.
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Customer did not leave a comment.

Susan H.
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Truck was brand new. Staff were accommodating and friendly. Would Hesitate to leave private car in their lot after dark.

Richard S.
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Customer did not leave a comment.

Glenn S.
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Customer did not leave a comment.

Thomas M.
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Customer did not leave a comment.

Jeffrey H.
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Knowledgeable and friendly service .

Davina B.
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Customer did not leave a comment.

Annie S.
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No parking at U-Haul both times, forcing me to park around the long block on less safe Kerner street, leave my car exposed in not great area and walk by myself around the block and then through a bunch of men hanging near U-Haul looking for work. This location is NOT SAFE for women, in particular. I talked to your staff about it and they indicated they are aware, agree and that the corporation plans to do absolutely nothing about it. Really unfortunate, I think.

nicolai H.
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Customer did not leave a comment.

Elliott H.
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The employees there have made several aggravating mistakes. Either better training or some accountability would be good. And this isn't the first occasion I've had problems with this location. Unfortunately, it was the closest location to me, and I was willing to give it the benefit of the doubt. I guess I should have known better than to use U-haul?

le Z.
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Customer did not leave a comment.

matt l. | Overall Experience |
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The overall UBOX experience was appalling. Would never rent one again.

Chris W. | Overall Experience |
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Good experience overall.

Jeannine R. | Overall Experience |
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no comments

MATTHEW P. | Overall Experience |
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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.

JENNIFER B. | Overall Experience |
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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.

jeff t. | Overall Experience |
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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

No reviews have been submitted for this location.

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