Customer Reviews for U-Haul of San Rafael

8825 évaluations

1205 Francisco Bl E   San Rafael, CA 94901

(415) 457-8400

Heures d'ouverture de l'établissement

  • Lun - Jeu : 7h am à 7h pm
  • Ven : 7h am à 8h pm
  • Sam : 7h am à 7h pm
  • Dim : 9h am à 5h pm

Services dans cet établissement :

Pour nous contacter

(415) 457-8400

1205 Francisco Bl E
San Rafael, CA 94901

Services dans cet établissement :

Heures d'ouverture de l'établissement

  • Lun - Jeu : 7h am à 7h pm
  • Ven : 7h am à 8h pm
  • Sam : 7h am à 7h pm
  • Dim : 9h am à 5h pm
  • Inspection gratuite du remorquage
  • Retour client 24 heures

Testimonials From Recent Customers

Les commentaires de nos clients sont extrêmement importants pour nous. Nous en tenons compte pour guider nos efforts et améliorer notre service. Tout ce qui suit vient directement de la part de nos clients, sans filtre ni modification.

Overall Rating:

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Évaluation :
5

Love the new automated system

Joseph S. 
Évaluation :
5

Thank you !

eveline D. 
Évaluation :
4

I was told that I would receive my receipt via email for my truck rental and that did not happen. I would appreciate a copy of my bill.

CURTIS T. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Glenn S. 
Évaluation :
4

The service was great. After making my reservation online I received a call that my truck would not be available until the next day but they suggested a slightly larger truck at the same price. That was very much appreciated. Unfortunately the truck only had a 1/4 tank of gas. Overall my experience was great. Quick in and out. Thanks so much!

Robert T. 
Évaluation :
2

First off, San Rafael was 40 miles from where I made the reservation. Upon arriving,, there was no customer parking and there was a vehicle blocking the way out for like 10 minutes. Then the app to pick up the truck did not work. The link to register took me to a page that did not exist, so I had to inside and wait in line. My debit card was rejected despite having ample money in the account. My credit card was also rejected despite having a high credit limit and enty of credit left on it. My third card (another debit card) was finally accepted, but I did not want money taken from.rhat account. We were given a mileage credit for the extra mileage required to pick up the vehicle, but we should also have been given a gasoline credit of like 4 gallons...20 $bucks in California gas prices. The truck had a lot of broken glass in the back, but otherwise was fine. The person that helped us was very nice, but the rest of the experience was frustrating.

Roxanne B. 
Évaluation :
3

The Website allowed me to book after hours pickup, but when I called they said I needed to come in person before closing. I had to rush to get there. there needs to be better communication.

JEFFREY O. 
Évaluation :
5

The staff was extremely cordial and went out of their way to make the arrangement work out smoothly.

Andrew B. 
Évaluation :
5

fast and helpful they walked us thru the uhaul and gave us tips on using the various parts of the vehicle

ALIX S. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

DELBERT E. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

BRUCE F. 
Évaluation :
4

The online return process did not work for me. I got to the cleanliness step and the second picture of the cab would not load. It took more than an hour for someone to call me back. I never got a receipt.

KENT W. 
Évaluation :
4

There was some water that leaked through to the contents, resulting in some water staining on a rug.

Tyler M. 
Évaluation :
5

Very nice people running a very efficient shop. Merci.

John J. 
Évaluation :
5

All the clerks were helpful and informative. They are always great to work with.

KATHLEEN G. 
Évaluation :
4

Headlights were angled incorrectly and created poor driving conditions for myself and others around me. Unfortunately it was halfway into a cross country trip after dark so I was unable to adjust them.

Joshua L. 
Évaluation :
5

the service was excellent-quick pickup and dropoff and trailer was in excellent condition

PATRICK R. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Joshua B. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

Michael C. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

JOHN C. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

Ivor E. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

BRUCE R. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

HONG M. 
Évaluation :
1

I drop the uhaul and a guy said to park on a designated are and I did i wnt inside to check out and was waiting for 20 min on line were 5 customers on line the same guy cane and ask me the the key i give it to him i he did said anything and still waiting on line for another 20 min after i reach the cashier he said i didhavr to wait on line that was sooooo screws up after 40 minute waiting and for them to let me know righ at the time Why the out side guy didn't said anything WHYYY.

FRANCISCO D. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

CHARLES W. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

GLENN S. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

JILL W. 
Évaluation :
1

We had a reservation to pick up a van in Napa at 5 pm. When we arrived the van was not there and the employee told us they'd not been able to contact the person dropping the van off. We were never called to inform us and instead wasted a trip to try and pick up a van that wasn't there. Then, we were told the only option for us to get a van that evening would be to drive to San Rafael which ended up taking an hour and half, completely messing up our timeline for packing the van and being ready to make a very long drive in the morning. The lack of communication was honestly unbelievable as we would have happily picked up the van from San Rafael earlier in the day if we had been called. Instead, the Napa location employee did nothing and allowed us to show up to a location without a van. Highly unprofessional and unimpressive. We were also offered 100 $off our trip as a gesture of apology but we were changed full price anyway.

Tyler J. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

Jonathan B. 
Évaluation :
5

Customer service was excellent

Staci S. 
Évaluation :
1

Wow. Where do I begin? How about a system that can track Uboxes accurately? How about a customer service that isn't impossible to get ahold of? I don't know who your VP of customer service is but they need to be fired. Colleen Funk seemed to be the only employee at your entire company that gave a damn that my Ubox was a month late. Whatever you're paying her, it's not enough. Promote her. Put her in charge of customer relations. And make sure every Uhaul location picks up the phone when a customer calls instead of getting sent to some national customer service line that has an hour wait time every minute of the day. I never got a notification of when my Ubox left Kansas City. I never got notified when my Ubox actually arrived in San Rafael. Either improve the Ubox part of your business or get rid of it.

Matthew B. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Rob B. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

Nicklas O. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Glenn S. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

RAJIV S. 
Évaluation :
2

Not location specific, but I had a nightmare of a time getting my things. Last minute changes constantly occurring. Delays at every part of the process. But the thing that really sums it all up is this: ON THE DAY OF MY LISTED DELIVERY MY UBOX WAS NOT THERE AND I WAS NEVER INFORMED! I HAD TO TALK TO 6 DIFFERENT REPS AND NONE OF THEM COULD TELL ME WHERE MY STUFF WAS. I HAD TO CANCEL MY MOVING HELP BECAUSE I WAS GIVEN NO HEADS UP. I took a day off work and at no point did I have any communication from UHAUL about a delay. I understand trucker shortages and logistics issues, but the lack of communication and customer service I received was inexcusable. I will never use UHAUL again, and I'm telling everyone I know to avoid them as well.

Daniel W. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Michael M. 
Évaluation :
3

1.) The staff was nice.. 2.) The vehicle was extremely dirty and smelled like smoke inside 3.) The vehicle also did not even have electic windows or power locks? 4.) Overall the equipment just seemed very worn and not well maintained

David L. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Gustavo O. 
Évaluation :
3

The mobile check in process is long and time consuming. I also had problems with my reservation when directed to pick up my truck at noon at a location that closed at noon. I spent two hours on hold in my car trying to reach the reservations and the schedulers who were supposed to find another truck for me. Eventually I drove to Fremont and walked into the U Haul store. Staff at the Thornton Avenue location were professional, efficient and obviously take pride in their store. It was spotless as was every rental piece of equipment on the very large lot. Nobody should have to wait on hold for 45 minutes and then be disconnected. Repeat the same waiting on hold for 30 minutes to receive a recorded message that no one can take my call due to high volume-to go to the website instead. Very frustrating phone response.

Debra B. 
Évaluation :
2

The staff were excellent and very eager to help. What turned me off is there was a large group of men who did not work there but took notice with everything I did.

Trevor T. 
Évaluation :
5

Please email my receipt.

norman L. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

CLIFFORD W. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

RICHARD B. 
Évaluation :
3

It took an hour to pick up the uhaul (we were the only people there when we walked in). Then they failed to put the hand dolly in the truck resulting in another hour of driving to retrieve it. It was definitely not a good start to the long move and a long day. Definitely disappointing.

Dominic C. 
Évaluation :
3

1. Hire enough people to ensure that the van is clean. The one I had was dirty in the back, and it needed a wash. 2. FIX YOUR STUPID APP. Other people who came in while I struggled to upload a picture of the mileage and fuel gauge couldn't figure it out either. It doesn't WORK. The video says to park the rental where you are told, but the app never tells you where. After this experience, I will look for somewhere else to rent from the next time I need a vehicle. I spent 45 minutes trying to get the app to work and finally gave up. That was at 8pm after I got done moving stuff all day. Never again.

Michael J. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Vyacheslav R. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Glenn S. 
Évaluation :
3

For some reason the initial charge was more than I expected. 19,95 $ for the day plus 10 miles at $.95/mile should have been under 30 $. When I picked up the truck they charged me more. I did not put two and two together until after I was driving away. Person helping me at the counter was excellent. Thorough and professional. Truck was relatively new and clean enough inside and out. I'd rent again.

John V. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

Thomas B. 
Évaluation :
4

The vehicle was clean on the inside. The outside of the vehicle needed to be washed. Maybe water restrictions from the draught is limiting this.

David S. 
Évaluation :
5

One of the side view mirrors was broken.

Alex H. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Glenn S. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Ronald M. 
Évaluation :
4

The phone calls to Uhaul were so inconsistent. I must have made almost a dozen or more calls regarding one Uhaul box and half of the time I got the wrong information and/or was left on hold hot 30 minutes. I'd call to confirm pick up and they were telling me about drop off, it was very frustrating. The actual people who picked up and dropped off were great.

Jenn M. 
Évaluation :
3

Uhaul pod did not arrive by “guaranteed date”. I was told I would receive a 50 $daily refund for every day it was late but have not.

LIZ C. 
Évaluation :
5

Van dirty. Tire pressure warning light on. Alignment off.

BRUCE R. 
Évaluation :
3

Hire more people and pay them

MARIANNE M. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

DANIEL L. 
Évaluation :
2

Le client n'a pas laissé de commentaire.

Madeline A. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

GLENN S. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

Oliver O. 
Évaluation :
4

nice experience and staff very helpful

JERRY G. 
Évaluation :
4

Van Windows were dirty which makes it harder to see, tire pressure warning was malfunctioning (I stopped back at location and they verified pressure was okay) and I happened to be driving at night and found the headlights were malfunctioning, high beams would come on randomly and headlights would flicker. I was supposed to get email receipt which I haven't received. The guys outside we're very helpful and the counter agent I dealt with was professional.

WESLEY K. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Noelle S. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

IVONNE Y. 
Évaluation :
1

Le client n'a pas laissé de commentaire.

kevin D. 
Évaluation :
5

It took a little jiggling around to get the key to start the truck, but once I figured it out, all was good. I cleaned the windshield myself because it was pretty dirty (not typical for this location). Staff was very helpful!

Gail S. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

ISAAC A. 
Évaluation :
4

fast and friendly service at both locations

STEVEN T. 
Évaluation :
5

I spoke to an employee about whether I could get a refund for the blankets that had not been used and he said he would do that. I have not seen it on my credit card yet but it's a little early. Merci.

Connie D. 
Évaluation :
4

Easy process

Noel R. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

David K. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

Timothy F. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

PATRICK A. 
Évaluation :
5

Great service. Great vehicle. Thank you.

Greg T. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

JOHN G. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

PETER D. 
Évaluation :
4

Quicker response at counter

PATRICK R. 
Évaluation :
5

Everything went smoothly

SHEPARD S. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Daniel K. 
Évaluation :
5

This was a great experience. Van was clean and easy check out and return. For a Friday it wasn't busyâ€"lucky me. The gentlemen helping me were very good.

Joanne B. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Gilbert H. S. 
Évaluation :
2

This was my first time traveling to San Rafael. There was some traffic and as I arrived, the manager didn't greet me politely, instead he says to me that I'm late. After some paperwork, one of the employees in the equipment yard got my car hauler trailer Ready. As I'm about to hitch it up, the friend I was with saw a flat tire. I ended up getting a completely different trailer. At the return location in my hometown, the paperwork was never switched to reflect the new trailer ID number. The employees at the Costa Mesa location were confused but eventually said I was free to go. The only thing good about my rental experience was that the trailer was mechanically sound and functioned as designed. The uhaul customer vs. employee experience was very disappointing.

Marshall Q. 
Évaluation :
5

Uli and Jose helped me through a tough one way move and gave excellent customer service

DAVID P. 
Évaluation :
2

The person who I dealt with was super unfriendly. Was confrontational in answering questions about signing off on an amount higher than the contract price. Given that it was an emergency and I paid 724,21 $ to drive the U-haul one way 315 miles I would have expected a bit more for being raped on price!

Rory M. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

Catherine N. 
Évaluation :
5

Good customer service easy and fast check-in and checkout

JORGE A. 
Évaluation :
1

They gave me a truck that was so low on gas, it had less than 29 miles before empty according to the dashboard. This was not the first time. It's absolutely unacceptable. Please fill up your vehicles.

Tyler O. 
Évaluation :
5

Keep your part of the deal as far as providing truck pickup where clients choose. There is a reason why. Proximity to residence!

MARIA L. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

BRADLEY K. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

PIERRE L. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

jeske D. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

LUKE V. 
Évaluation :
5

I was not thrilled that some of the space of the truck was taken up by an optional dolly and bag of moving pads that I had not requested. If I had wanted to rent these things I would have at the front desk. This reduced the size and usability of the back of the truck as we had to load our things around the dolly and bag of pads.

KENNETH W. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

KATHLEEN R. 
Évaluation :
5

My experience with the young man who helped me was fantastic. He walked me through the contract process and the inspection process kindly and proficiently… and he was there when I returned the truck and welcomed me with a smile… great guy

STEPHEN C. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Glenn S. 
Évaluation :
2

Le client n'a pas laissé de commentaire.

Chris A. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

katy S. 
Non les évaluations ont été soumises pour cet établissement.

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