Customer Reviews for U-Haul of San Rafael

8 881 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
Heures d'ouverture spéciales
  • 11/25/2021: 7h00 am - 3h00 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
Heures d'ouverture spéciales
  • 11/25/2021: 7h00 am - 3h00 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 :
2

Poor customer service.

DOUGLAS J. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

JESSICA M. 
Évaluation :
5

I was incorrectly charged for gas and it took quite some time on the phone to get the charge reversed.

Alan P. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

THEODORE K. 
Évaluation :
3

Le client n'a pas laissé de commentaire.

WILLIAM C. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

DAVID S. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Glenn S. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Don M. 
Évaluation :
5

This was the best service I've received from an employee at uhaul. Great job!

Brandon B. 
Évaluation :
1

Something is deeply wrong at this location. I'd love to speak with a customer service rep about the problems CONSISTENTLY at this location. The Novato location is well run. The Richmond location , while chaotic, is also better run.

STACY S. 
Évaluation :
5

I stopped going to bell marin keys uhaul do to unprofessional employees. San Rafael is much better runed.

FREUD F. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

ROBERT B. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Glenn S. 
Évaluation :
4

Frustrating to only be able to rent a 10' truck from this location since it was a one way trip. I understand that it can't always be done but there were 5 15' trucks just sitting there and I couldn't have one.

MOLLY F. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Hendrik V. 
Évaluation :
1

Customer service at this location is horrible; non-existent would be a better description. If you can get someone on the phone, they will either not pay attention to what you are saying, or argue with you, or both; that is IF you can get someone on the phone. What they usually do is put you on hold and if you persist in calling back, they block your number. This is the absolute worst experience I have ever had, bar none.

Daniel C. 
Évaluation :
4

Shouldn't leave customers on hold for ten minutes

NEAL T. 
Évaluation :
5

The manager is super 👌

Srinivas M. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Nicole H. 
Évaluation :
5

I returned the truck after hours. I didn't interact with anyone there or go inside, but the process was clear and easy.

Brian B. 
Évaluation :
2

Arrived on time for pick-up only to be told that the 15ft truck I booked was stolen overnight. Ended up with a 10ft which did not suit my needs very well, but I was left with no option

Johannes D. 
Évaluation :
5

The 2 guys who helped me were efficient, helpful, competentl and friendly. Everything was ready at the 7am pick up time and when I brought the trailer back 5 days later, damaged from a highway accident, they assessed it on the spot. Thankfully, I purchased the insurance and it covered the damage. I will happily use U-Haul of San Rafael again.

James M. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Carl D. 
Évaluation :
5

Went very well for pick up. Done within 15 minutes

Raymond W. 
Évaluation :
5

Friendly staff was a pleasure working with them

ALFREDOA C. 
Évaluation :
5

I keep renting here because the employees are always so helpful.

katy S. 
Évaluation :
5

super easy process, friendly staff, convenient hours. great experience!

SUSAN B. 
Évaluation :
3

Le client n'a pas laissé de commentaire.

Raed A. 
Évaluation :
1

You suck

STACY S. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Marc A. 
Évaluation :
1

Le client n'a pas laissé de commentaire.

terry B. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

MARK H. 
Évaluation :
3

I made an online reset to have a hitch installed. I showed up to my appointment (Wednesday). The rep said that the part wasn't in but looked up the tracking number and said that the part was in Sacramento and that they should have it by that evening. He then rescheduled me for the following Monday (Luis). He had apologized for the misinformation that was on my initial online reservation and had explained what the general format was. I went home and ordered a cargo rack from an out of state dealer. I called this UHaul office on Thursday to verify that the part was there. The rep said that it had not, but that he saw that it was in the vicinity and that they should have it that evening. I confirmed my Monday appointment and he affirmed it. Monday morning I called this UHaul office. I spoke to Llulie to confirm the part was there and that appt still stood…as I had noticed that my online spot had changed from the 4th to the 9th. He said that they had recieved the part on Friday, but hadn't check it in. Then he said that I didn't have an appt. That they never have an installer on Monday or Tuesdays. I asked, “then why was I scheduled for this day? And was informed last Wednesday, that the installers don't work on Weekends.” He then said that they were short staffed and that they were using the installer to help them. I asked why I wasn't notified, he said that someone should have called me on Sunday. I told him that the reason I made the online appt, was because I needed it installed by the 6th. I am going out of town on the 7th and my vehicle needed to have that hitch. He said that the only way they could keep my appointment was it the general manager told me to. So I had to hang up, call Juan Arredondo's business cell phone (who btw, needs to understand that with a company phone, must use proper phone etiquette- “Yea, who's this?” Isn't professional. I had a lengthy conversation with him. In the end, he honored the appointment and installed my hitch. We talked about Covid delays and the website. I understand the Covid delays, but I didn't think that it applied here. As I mentioned earlier, I had ordered a cargo rack on a Wednesday from an out of state dealer. It was delivered within 5 days - Sunday. I had ordered the hitch roughly a week before my install appointment. Areas of improvement: Your website should not schedule appointments for customers. It must NOT imply that the part is at the location of choice's inventory. It should state that the part is now on order and a representative will call you to schedule an appointment. The current process puts a strain on the UHaul locations of where the service is being performed. During my first visit to this particular site, the customer before me had the same experience. He said that he scheduled an appointment on line, then took time off of work and drove 2 hours out of his way to have it installed, only to learn that his part was not there. He was also told that the online process, actually orders the part, gives you a tentative date of your liking, but technically one should wait until the location calls you to schedule the appointment. He said he waited 3 weeks. My brother just told me that there was a news alert a few months ago that UHaul had service & part delays - ample enough time to update your website. Do BETTER!

Caycee P. 
Évaluation :
4

Parking was very limited at location, and did not appreciate the men-for-hire obstructing my view when I was trying to drive out. Staff was very friendly and truck felt very new, clean and well-maintained.

Gabrielle L. 
Évaluation :
5

Easy return process, excellent customer service

KEITH EDMUND B. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

JORDAN R. 
Évaluation :
5

Merci.

michael G. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Glenn S. 
Évaluation :
1

One box was not available at the U-Haul facility on the day we had scheduled our movers to pick up deliver and unload. We had to wait another day to get it. The U-Haul facility said they had it at another warehouse and they couldn't get it for another day. Very disappointing. Will recommend people to avoid U-boxes for their moves.

Jeremy V. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

ANITA R. 
Évaluation :
3

Le client n'a pas laissé de commentaire.

Christopher B. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Arcely C. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

alexander B. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Forrest C. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

katy S. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

WILLIE M. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Leffert L. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Haissam E. 
Évaluation :
2

this location did not have the 2 dollies that I requested - apparetnly there is no "process" to confirm inventory with the orders, a day prior to renting. I had to go 60RT out of my way to get the dollies, while my movers waited (and were paid) for this waste of time. THEN, to top it off, when I opened the cargo area of the truck, there were no blankets or the other dolly that I requested and was told that they did have it on hand...just no one bothered to put it in the truck. I again had to waste him and money, finding a local rental company where I could rent the missing equipment - all of this was completely unnecessary, period.

JEROLYN D. 
Évaluation :
4

Did not have working air conditioning and it was 100 degrees. Definitely not ok

Robert L. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

GLENN S. 
Évaluation :
3

During check out the paperwork was for the wrong vehicle, wrong mileage wrong gas, no damage reports. The truck had severe damages also. Customer service at check in was extremely poor. Some boy wearing short shorts with huge earrings, I mean huge, walks up and simply said, "thanks bye". I had to instruct him to do the check in as I was not leaving until it was completed.

Albert L. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

MARCUS C. 
Évaluation :
2

The staff in Florida was often in the dark they never knew where our containers were located or if they were in transit. That's unacceptable you must do better to get business and to keep business.

Renwick J. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

John M. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

ZACHARY B. 
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. 
Non les évaluations ont été soumises pour cet établissement.

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