Wonderful staff, the truck was everything I wanted. They were very helpful in my whole moving situation

SCAMMER STAY AWAY! I rented a truck in 2017, and discovered there were many things broken while we were moving, it even left me stranded four times during the moving day and i had to have strangers jump start it!!When I returned it I pointed out all the problems to be helpful... they then accused ME of breaking their truck and stealing their battery (!!!!!!!!!). Their proof was that they dont use that kind of battery - how is that my problem?This truck was so busted, the doir wouldnt even close. Firstly, how would I do that in one day and secondly, it was obviously a false accusation and I am a professional woman with an advanced degree - I dont go around stealing batteries out of rental trucks!So they sent me a big bill to fix their truck and are STILL pursuing the scam and threatening me.This cannot be legal. Im now speaking with an attorney to defend myself .... FROM UHAUL.🤦‍♀️🤦‍♀️🤦‍♀️🤦‍♀️🤦‍♀️🤦‍♀️🤦‍♀️DO NOT GO HERE!!!!

Scheduled a pickup and then was called a few hours before telling me they closed an hour earlier than they let me schedule the pickup for. It was a huge hassle as I had to leave work early and load it by myself since the guys I hired were supposed to come an hour later and it was only an hours worth of heavy loading- the guy who did the paperwork for my truck was really nice and easy to work with though. If not for him it would be a 3 star.

The ease of reserving equipment online and picking up at the store is awesome. I arrived early and my rental was ready. The lady who assisted me with the paperwork and getting the rental was professional, friendly, and efficient. Overall, had a perfect experience.

I had such a great experience at this Uhaul.I was a bit early and it was raining, so the man working (I wish I caught his name!) the morning of 2/14/21 helped me sign up for the 24/7 Uhaul. He was so helpful and nice.Came back 8 hours later and the people working were just as nice and helpful.It was a great experience.

Moving is difficult enough, but these guys are not there to help no way, theyre there to make it more difficult !! Especially the owner, what a piece of work, rude, with condescending attitude !! Not helpful at all !! Use the Novato store, you will thank me later !!

No truck despite a reservation. But at least they were exceedingly rude and unhelpful, completely unapologetic, and slow.The one upside is that theyre located fairly close to All-Star Rentals, which turns out to be significantly cheaper, easier to deal with, and staffed with people capable of showing the slightest interest in your business. My suggestion: skip the part where U Haul lies to you about having reserved you a *more expensive* truck, save yourself a few hours, and just go straight to All-Star Rentals.

I was initially put off by the mediocre reviews, 15 minute put on hold by the nation-wide operator and the location calling me back to tell me they had over booked and needed to move back my appointment time. The uhall in Vallejo had done a great job installing trailers lights for our hookup down to San Diego when moving my son, but they were booked till September when I needed a brake controller unit installed for a much anticipated camping trip with our new to us hybrid travel trailer.The service was great, they called to see where I wanted the 7 prong connector to be placed...and most impressively finished the job sooner than expected charging me less than originally quoted for labor...when does that ever happen!Only 4 stars because of the 10 minute on hold call.

Rented a Uhaul van, dolly, and moving blankets with a reservation for 10am. Arrived to find that they had already rented out all the uhaul vans so I was left with a 10 truck (which was their last one). They only had appliance dolly available, which was bulky and unusable for stairs in my move. The truck had the check engine and tire pressure lights on but the woman waved it off and told me everything was fine. This made it so that I wasnt able to check the mileage. I looked past all of this and got in the truck and drove home to find that there was no dolly or blankets in the truck. Drive back to get them somewhat frustrated and the woman had confirmed the items prior to pulling the truck up.When I returned the truck same day, I walked inside and the employees told me if the keys were in the truck I was free to leave. They didnt bother doing any kind of check out and told me they would send me an email. I am still waiting for that email. I have an extra charge on my card and I dont know what its for. This was a disappointing experience.

Very friendly staff 😎 I booked it online but thought that would still be more paperwork but no it was quick and drop off was excellent. Keep up the good! Theyre little bit far for me but I would use them.

Fantastic service! Successfully matched with a much needed impromptu rental- Thanks!

If I could give zero stars, I would. In fact, zero stars is too many. It took almost an hour to complete the entire transaction and everyone seemed completely clueless from beginning to end. First, they dont seem to have any clue about reservation or non reservation as the system for helping customers was all over the place. Then, despite having a reservation, all the information had to be re-entered. Finally, the information part is complete. But then it takes ten minutes to find the keys and oops, that truck is out for repairs or something. Once thats all sorted, no one came out to inspect the truck for damages. There was a huge crack in the windshield that wasnt marked and it took some nagging to get someone to write it down.On top of all this, they charge a daily rate for only a few hours. Yikes, what a rip-off. The only good thing were the movers hired to help -- Lassen and Son. George and Travis were fantastic movers. Theyre fast and efficient and were very professional. Theyre awesome. If you can hire them without going through U-Haul, Id totally do it.

Extremely unethical business. They claim that within less than 3 hours, I managed to drive one of their pickups 245 miles on a quarter tank of gas. It’s outrageous to even imagine the possibility, much less to receive an email receipt charging me $242 for borrowing a truck for 2 ½ hours. I urge anyone who reads this to seek any other reputable option than U-Haul of San Rafael for their moving equipment needs.

Not sure if uleey still works here but worst customer service I’ve seen hands down, what a terrible business

I wish I can give negative stars! These people have no clue on what they’re doing! I bought a hitch online and scheduled an install date...good thing I called prior to driving there because they did not have the item! I tried to cancel my order by phone twice and the I was passed around (obviously the staff did not know what to do) I was finally told that they will cancel it. Almost a month later the charge is still there! I finally decided to call their 1800-number and finally someone who doesn’t work in the San Rafael office knew what to do! She emailed me a cancellation receipt. These San Rafael people need more training.

Really bad service been here for 60 minutes with 10 people in front of me in line and literally one person has been served so far. It seems like they are having computer problems but so far in 60 minutes no one has told us a status report or sorry for the delay or anything at all

Great place to get a rental moving truck and moving supplies . A few steps outside the store and you will also find the man power waiting to be hired to help with your moving project.

Awful experience at this uhaul. Came by to get a trailer hitch installed and they said that they had no record of my appointment, even though they had called me to reschedule the appointment once before. Tried to reschedule the appointment and the woman working the counter forgot to confirm, thankfully I hadnt left the parking lot yet and had to go back in to confirm my rescheduled appointment again. I am keeping my fingers crossed that they can still install the hitch, but from my experience thus far here I have little faith.

Ive been there one time and i was impressed. The staff seemed to run this location well. The store was clean and organized. Very efficient and knowledgable. I will look forward to my next visit.

From the beginning, starting with my conversation was clear and all my questions were understood in answered. And I had a real good experience with the friendly guy who I rented the truck also when I returned it. He was also clear about my options etc. All-around good experience. Ill surely rent again.

Extremely rude, Juan is not nice.

They mark the vans as having more gas than they do. If you don’t catch it you either have to fill it to what they marked or pay a penalty. DO NOT leave their lot if the gas tank does not match the level marked in the paperwork.

Not the best help.staff wasnt the best. Got overcharged even

AVOID AT ALL COSTS. Cancelled my hitch install appointment the same day, office was completely unreachable by phone, and they did not refund the charge.Forced to spend two hellish hours on the phone with Uhaul support to resolve the issue.

COMPLETE GROUP OF MISFITS working here, esp manager! I made reservations for a hitch install in TWO SEPARATE OCCASIONS, both times not being notified they had been cancelled, due to incompetent staffing. Left hanging without a trailer hitch day before camping with towing a trailer smh. CONFIRM, reconfirm, and reconfirm again if depending on this completely mismanaged location! Sarcastic desk woman wishing me a good day after seeing how upset I was. Total lack of professionalism. Go elsewhere whenever possible.

Renting a truck was a breeze with the app. No contact needed.

My customer service rep was AWESOME! Monica was extremely helpful and efficient and made sure I got my trailer with a smile and positive personality to add. I can’t say much for U-Haul as a company but this location has it going on with Monica!!!!!

Convenient but at $1 a mile plan it out if you rent a truck. 76 miles was $115

The worst customer service we have EVER experienced. The employees have zero respect for their customers and felt the need to call my 60 year old husband “Bud” as the counter toad threw his drivers license back at him.We have used this U Haul facility numerous times but this time was horrible. We will NEVER go back!

Total bait and switch! Don’t do business with them. We scheduled to have a hitch put on, showed up for the appointment, signed and approved the paperwork and went to lunch, as they said it would be 2 1/2 hours. After about an hour and a half they called us to say that they didn’t have the right parts, and would cost an extra $100 for a more expensive wiring system. We explained that they had plenty of time to make sure they had all the right parts BEFORE our appointment even if they didn’t know exactly what they needed until they got under the hood. They’ve waisted our time, money and patience. I do not recommend doing business with them.

Warning to anyone considering the U-Box service at this location: all my valuables were stolen from a U-Box stored here despite assurances from staff that they would be safe. Unfortunately, after a year of attempts to find some sort of resolution or even just an explanation, I am left empty handed. The staff is very friendly and the rentals are great, but I would be very careful about using the storage services.

Staff there is very nice and polite and I really like the $20 a day for the van. When I pick up the vehicle it was Immaculate gas was right where they said it was theres nothing bad I can say about U-Haul San Rafael...

Very good and friendly.

This place is horrible! Long lines, no parking places and very rude employees! Ive been waiting in line to get my truck for over a half hour. One of the employees outside was just yelling and being very rude to his customer! One star from me. Will not be coming here again!Thank you!Carl Johnson

Excellent service, friendly, great location. Remember to book your truck in advance at the end and beginning of each month!

The worst place to rent from in Marin. I have found uhall has the worst service and rudest employees I have ever experienced. And especially the Francisco Blvd location. The slow paced service, the lack of information provided, the employees are SO lazy, the extra charges for no reason, and a complete lack of any professionalism. DO NOT RENT FROM UHALL, THEY ARE A MISTAKE WAITING TO HAPPEN.

A very bad location for this Uhaul. It is difficult to find, difficult to get into and difficult to get out of. If you have other options I would use them

Helpful and well stocked with moving supplies at reasonable prices.

Very nice. Always on point for my needs...

Luiz the guy from yucatan is so rude he dont respect costumers l am not coming back to rent there

They had what we wanted, but the guy behind the counter was obviously in over his head. The older guy was very knowledgeable and very pleasant.

Ive been charged for two months now for a U Box that has been completely empty. Their staff is completely incompetent, and nobody is able to issue a refund. Ive contacted corporate Uhaul to try to resolve and nobody can figure it out, my mind is blown how a big company can have such terrible customer service and still be in business. Dont ever use this location.

It servers a purpose.

This review is based on a phone conversation with Monica. She was polite and let me reserve two trucks because we arent sure yet the size well need. I had a few questions and she patiently answered them all. Based on the phone experience, I look forward to giving this location my business when I arrive.

I cant complain too much the price was way better than anyone else. However when I picked up the truck I had to wash the windshield myself which was really bad and the truck needed a tune-up as it held a pretty good miss when going up steep hills.

People are very friendly but you have to be willing to wait for a while most of the time.Its not that theyre slow, it just takes a while to rent something (paper work)

Been here multiple times over the last 5 years, theyve always been polite and usually have what I want

Unbelievably bad experience- called and ordered a hitch - was given a price and I gave my credit card. I was told it would take a week, then that appointment was canceled because that part was not available, they scheduled another appointment, after canceling on me 3 times I finally came in on the 4th appointment. When I arrived at uhaul they then told me that the price was no longer valid . They Had originally told me that it would be a 1/2 hour of labor - and now they wanted charge an hour . They had changed the price of the hitch and increased it $30. After 20 minutes of explaining that this was dishonest business practices they agreed to charge me 1/2 hour labor but kept the increase price of the hitch . lo and behold they had it installed in 30 minutes- this business is incredibly dishonest and unreliable

Worst experience for installing a hitch. I made a reservation for an install and 7 days later say that we dont have the hitch. They could not have bothered to let me know or even contact me? Incompetent fools!

I was given the most beat up truck Ive ever rented. It immediately broke down, (dead battery) and I had to jump the truck every time I started it. There were numerous mechanical problems. After I returned the truck, they charged me to buy them a new battery!!!!! Unbelievable. Of course I have been trying to dispute that but there is utter un accountability, they are refusing to remove the charge, the GM says it is not one of their batteries so now I need to buy them a new one. How can this be true? They leave me stranded with mechanical problems, then charge me for parts?????????? Im astounded and furious, this place is horrendous and possibly scammers: rent bad trucks then charge the customers to fix them. AVOID!

We got a hitch put on our truck. We made an appoitment online and paid online if full only to arrive to be told there was a 50$ EXTRA labor charge... Because it COULD take longer... and it did... caught the worker on his phone. Hummm.... oh and now the tailgate rubs on the bumper when opening.

This kid name uleey needs to move up to the AM position ASAP!

The best UHaul services Ive ever experienced! Wish they all were this good.

Excellent service!!!!!! Great service.

Ive used this location before, and every time it is a wonderful experience, by far the best u haul around, (and Ive been to almost all of them in the bay area) Drew knows his stuff and how to best accommodate his customers, Thank you.

Always very busy there so the earlier the better. There are always day laborers on both sides of the parking lot.

Super fast and easy to work with.

Months in advance I had to reserved (2) Uhaul trucks with 6x12 trailers attached. I got to u-haul San Rafael and not only did they not have 1 of the trailers for me and made me find another one on my own and drive to Oakland for it, they told me I had to PURCHASE, not rent, ball attachments for the trailer hitches. These are uhaul rented trucks, not my own. Then, after being at Uhaul for over an hour and a half for what seemed like a seamless process, since I had already filled out all waivers and pre rental information prior to arriving at Uhaul, they could not seem to actually RENT me the trailer and truck. I have never been in a place more disorganized, chaotic, with incompetent employees in my life. PS - the Manager left early on the busiest rental weekend and left the team out to dry.

I pick up and go !! No delays

Ive never seen a more disorganized u-haul location. Add in an aggressive, rude employee who seemed to determined to get fired. Customer service was not in his vocabulary. I dont spend my money at a business that yells angrily at me. Its possible his dog ran away or something and he was having a really bad day, but I doubt it. Plenty of uhaul locations. DO NOT rent one here!

Truck was fine but dont expect any help with customer service. It took them a year and a half to deal with a bridge toll and they racked up additional fines because of their inability to pay and then passed it along to the customer.

Made a reservation for a truck to rent a week prior. Came to get my truck rental and they didnt have it. They were nice enough to gift me some money but I really needed the truck. Wont be going to this place again.

Every time I have rented a vehicle from them they have been nothing but professional, polite, helpful and courteous. I would highly recommend them to anyone they try to meet all your needs.

The hispanic guy who works there is very agresive, lack of Good communication with other Hispanic customers, sent him to a humanitary and customer service training.

Excellent place to hire an undocumented worker. They are asking $20 an hour and up.Seriously!

Was so easy I thought I was doing something wrong. My experience was in dropping off my truck after driving over ~400 miles.RD

Unbelievably pathetic service. I made an appointment for a trailer hitch installation through their call center. When I arrived for my appointment, one person that was needed to perform part of the installation didnt actually start his shift for another two hours. The other person needed to perform another aspect of the installation wasnt scheduled to come in till two days later. And the price they gave me over the phone was about 1/7 of what it actually would have cost. When I called customer service to complain, they were unapologetic and equally pathetic. Wow

Always Request and Keep your receipts. Rented a truck brought back. They gave a receipt the next day like someone drove additional 70 miles.

Staff way overworked, equipment not available when promised, dirty truck cab, forgot to load miving blankets. But to be fair it was Labor Day weekend.

When u need to move big or small items u Haul!

Good service

Got the job done great service

Short staffed there are alot of Spanish people that try and get in youre vehicle for work or they yell at you becuse they assume youre working when you go rent a vehicle pretty annoying

Unfriendly, unhelpful, unknowledgeable

Ridiculously long line and incredibly dangerous in the category of insurance liability the way day laborers pretty much lunge at the rental truck YOU are driving as you enter a busy street (Irene St.) with a lot of traffic activity going on in both directions and popping out of driveways.

4 times! 4 times trying to get a trailer from then and regardless of how many times Ive called to make sure the equipment is there by the time I arrive I always come out with an undesirable FORCED option. This time they sent me to try my luck on another store in Berkeley, duplicating my travel time/distance.This place sucks!! Like many other comments say, very unapologetic crew and careless customer service.

Lies thats all you hear there.Worst place I ever had the misfortune of dealing with!Bye

Proactive ans Good People

Stopped by to price moving truck. Good service and decent rates

With a reservation they are reliable and consistent

Awful service.

A bit expensive but the Service good

Bad service

Good place

Great service

Asked for a truck and got one

Friendly, helpful staff

Good services

Nice.

.use trucks

Super long lines, slowwwwwww service