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November 2023 by Volo
With online check in my experience was great at this location. Friendly staff, answered my questions and were fast. Used Uhaul for the first time and happy with my experience. Recommend.
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July 2023 by Sildanio Brandao
I was practically robbed, unfortunately I thought I could trust U-Haul but no, the employee acted in bad faith with me, there was damage to the truck that I did not check and then he said that it was me and he charged me $288.00 and he even removed the insurance that I had placed on the online reservation, now he says that I have to open a dispute that he is only a franchise. there are cameras on site that prove I didn't do that damage. I WOULD NEVER RECOMMEND THAT PLACE TO ANY FRIEND.
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July 2023 by BAE Plastic Surgery
Dennis Spinelli is a rude j**** He is shady. This location is run poorly. The counter tops are coming off. Dennis was very rude and required me to email a copy of my insurance card to his email address otherwise he would force me to pay for the insurance, which is not uhauls policy. He said he had no vans left. Then rented me one anyway and tried to charge me extra. I had to refer him to the uhaul website so I would not get ripped off on pricing. He speaks to customers in an annnoyed and condescending tone. Unfortunately he is the manager so there was no one else I could complain to. I have rented from this location several times before and Dennis is rude every time. Unfortunately the next uhaul is far from me so I keep coming here against my better judgement. I hope they get a new manager otherwise I will not be going back! Based on other reviews Dennis, the manager sounds like he’s rude to everyone and instills bad values in the other staff. Stay away from this location
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July 2023 by Kyra Clarkson
Was charged a $20 after-hours return fee even though I was told that only applied if it were done improperly; and I followed the instructions EXACTLY, using the locator on my phone, noting the mileage and gas level, etc. I followed the instructions to the letter and was scammed out of $20 anyway. I will NEVER use this service again and will advise anyone I know who needs a similar service, to look elsewhere.
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June 2023 by Laura P.
AWFUL place. Bad policies, not terribly friendly staff and the pricing is absurd. The only reason they're still in business is because of the convenience factor so you don't have to drive to San Rafael. Trust me, drive to San Rafael. You'll save money. I bought $117 worth of boxes, paper wrap, 3 rolls of tape and plastic wrap roll thingy. There's a no return policy on anything you buy. I knew that bc I dealt with these a$$holes once before. But I was pressed for time and bit the bullet. Well turns out bc I'm moving overseas, it's far better for them to pack all my stuff rather than my plan of doing a lot of the small stuff packing, due to manifests, not having authorities in Portugal questioning why I packed some of my stuff and they did the rest. My shipping agent said it raises question like...what is she bidding, why did she pack some of her stuff. Anyway, so i call the San Rafael UHaul dealer and they buy back. They're great. Friendly helpful, and returned it all. Here's the rub...the total THEY would have charged for the same stuff, was $70. So I paid those a$$holes in Bel Marin Keys $47 more for these items. Lesson learned. Example: Novato franchise charges $2.99 for a small box. It's $1.34 in San Rafael. I won't even go into the debacle of me renting a van for 2 hrs a year and a half ago and getting charged $90 instead of $20+ tax. Save yourself. These people are in business to bend people over not to be of service. Go to San Rafael and do not patronize.
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November 2022 by Osmani Vicente
Stay away from this place, extremely rude employees, the truck I rented had the window open and rained overnight and the cabin was wet inside when I picked it up but I didn’t say anything because I was late already. The truck I rented was dirty when I picked up but I only needed it to take some clean cardboards to the dumpster so I didn’t make a big deal of it but there was a leaking inside the box and when I got back after 2 hours water from the rain got inside and the floor got a little dirt because of old dust already seating inside and mixed w/ the rain water but something very minor. Than the manager called me after 30 minutes and tried to charge me a cleaning fee and I had to go back and took me about a minute to clean it. Also when I picked the truck up the gas level was not accurate with my paper work and it was checked wrong by themselves, luckily I took a picture for the records, I tried to explain the issues and the manager didn't want to listen and said he doesn't work for U-Haul and mentioned that if I reserve a truck again he will cancel my reservation every time, I felt I was been discriminating against by his attitude and this’s not acceptable. I politely asked him to lower his voice and he continued yelling on the parking lot like a maniac.. He was very disrespectful.This year alone I spend over $3k with U-Haul and I never had any issues till I tried this company for the first time.Extremely disappointed.If you need to rent a U-Haul truck drive to San Rafael where their employees are extremely nice and polite the opposite of those guys here...
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November 2022 by David Stafford
Excellent. Clean, great running truck. No surprise charges, great customer service.
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October 2022 by Osmani V.
Stay away from this place, extremely rude employees, the truck I rented had the window open and rained overnight and the cabin was wet inside when I picked it up but I didn't say anything because I was late already. The truck I rented was dirty when I picked up but I only needed it to take some clean cardboards to the dumpster so I didn't make a big deal of it but there was a leaking inside the box and when I got back after 2 hours water from the rain got inside and the floor got a little dirt because of old dust already seating inside and mixed w/ the rain water but something very minor. Than the manager called me after 30 minutes and tried to charge me a cleaning fee and I had to go back and took me about a minute to clean it. Also when I picked the truck up the gas level was not accurate with my paper work and it was checked wrong by themselves, luckily I took a picture for the records, I tried to explain the issues and the manager didn't want to listen and said he doesn't work for U-Haul and mentioned that if I reserve a truck again he will cancel my reservation every time, I felt I was been discriminating against by his attitude and this's not acceptable. I politely asked him to lower his voice and he continued yelling on the parking lot like a maniac.. He was very disrespectful.This year alone I spend over $3k with U-Haul and I never had any issues till I tried this company for the first time.Extremely disappointed.If you need to rent a U-Haul truck drive to San Rafael where their employees are extremely nice and polite the opposite of those guys here...
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July 2022 by Allan Casalou
Don't bother to rent from this Uhaul provider. I made a reservation a week ago and I got a call today that the van I ordered is not available. Things happen, I understand. But the person on the phone was so rude and unhelpful. There really is no room for this kind of behavior. Save yourself the trouble and pick up in San Rafael.
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June 2022 by Allan C.
Don't bother renting from this Uhaul dealer. I made a reservation a week ago. Today I got a call that the van I ordered was not available. I understand things happen, but the person (who I think is the manager) was so rude and unhelpful. There's really no room for this kind of behavior. I see from other reviews I'm not the only one who has had the same experience. Better to rent elsewhere.
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June 2022 by Marissa Huang
We had a great experience with the helpful staff at t his Uhaul pick up location. We had scheduled online and pick up was smooth and efficient. Later when we had to drop off the manager was kind and gave us great customer service.I highly recommend.
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May 2022 by T M
They won’t accept commercial insurance. Have to use theirs or personal insurance
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February 2022 by Holly R.
Well first of all they flat out lie to your face about some really stupid stuff. My husband went down to pick up a vehicle in Novato yesterday and he rented a small car trailer from this location and upon renting he asked if he could return it to a location in our hometown of Santa rosa. He was told he could and he double checked before he left to clarify to make sure that he didn't have to bring it all the way back to Novato. Well my husband is currently on his way back to Novato incredibly pissed off because he just got told that he cannot drop it off in Santa Rosa because when the paperwork was filled out, it was done as an in-town tow, because of that he has to return it to the town in which it was rented- even though the people knew that he filled his paperwork out this way, and still insisted that he could drop it off in his hometown. So now I have a very pissed off husband on his way to Novato where he has to do a self drop off that he has no idea how to do, and had to fill his big truck up with gas that we can't afford at the moment because he was basically flat out lied to!!! And if it wasn't to flat out lie and it was just stupidity of not knowing how that works- then you desperately need to retrain your people in this location to give proper information because this is causing us a very big deal right now, because he is driving to Novato to take this trailer back, we are now missing his special nieces graduation!!! So thank you for ruining our Sunday- so that we don't get charged 300 extra dollars for not bringing it back to the right location!!!!!!!!!!! I am personally so upset at the situation I could absolutely spit nails. This is freaking ridiculous!!!!!!!!
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November 2021 by Jasmine Allen
Jasmine AllenThe manager at this location is very rude and insensitive to people with disabilities. I called to ask a question and be because he didn't like the review of my experience with this company he wouldn't allow me to speak. He said if I didn't like the fact that at couldn't speak and ask a question on the phone to come in. I am handicap and can't just jump up and come in, his response "that sounds like a personal problem." Uhaul is a great company with great employees just avoid using this location. If I could give them negative stars I would. Other employees at this location are nice but the manager will make you wish you took your services elsewhere.
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August 2021 by Annie B.
I rented a box truck a little over a week ago. Everything went wonderfully smooth. The manager and the representative I talked with were both accommodating and clear. Upon returning the vehicle I asked to have the receipt emailed to me. In person, with the manager, I was told an email was sent to me. I made the mistake of not checking then and there. It wasn't in my inbox. I called the next day and the manager picked up. He took down my email again. He, letter for letter, read it back to me. I still did not receive an email. I called back and Charles, the rep. who I got the vehicle from, spoke with me on the phone. He was personable and understanding. He printed out my receipt (because he couldn't email it) and put it on the managers desk to be dealt with in the morning. He also took down my email address. I called back multiple days after to no pick up. Today, nine days after the rental, I called again and Charles, the rep, who was initially nice, flipped a switch. I shared a monochrome of my frustration when he (again) asked for my email. Then he refused to take down my email, told me to call U-Haul's one 800 number before hanging up on me. I was in the middle of trying not to cry asking him "can't you understand how frustrating this is for me?" Everyone in the situation knows that a 1-800 number is the quickest way to sit around for an hour on hold which is exactly what happened. Charles knew this just as well as I did. My big issue was the receipt I got when I made the rental had a different cost on it than the receipt I got after I returned the rental which had a different cost on it than what my u-haul.com receipt said. So Charles, maybe you could get a little better grip on your emotions and take a moment to consider how frustrating this was...quite honestly would be for anybody. Yourself including. This is not a recommended location.
