Customer Reviews for Big Country Storage Terminals Ltd
(U-Haul Neighborhood Dealer)

Rating:

4.0

The truck I reserved was not available. I was offered the correct size if I took a 3-hour 260 km round-trip to pick it up in another town. But no additional allotment of mileage for this extra travel!!! Instead I was able to switch to a much smaller truck. Staff were excellent and quick and helpful. Truck was just very dirty on the outside but very clean inside... not a problem for me though.

Rating:

5.0

Lady very friendly. Issue with mileage tracking, km. Versus miles.

Rating:

1.0

TERRIBLE EXPERIENCE!. I Rented a Uhaul truck because I had to move all of my stuff from Vancouver + my entire new kitchen full kit. When I finally made it back home in 100 Mile House and opened the truck door to unload, ALL of my stuff was soaking wet. It had been raining on my drive back home but I made sure the door was properly closed. Turned out they were a leak in the roof of the uhaul and caused all of my things to be totally wrecked, I barely was able to save 1/4 of my stuff. My brand new kitchen was totally wrecked I had to drive back to Vancouver to return everything. I did notice the rental place. When I got back the second time I explained the situation and was told that I wouldn’t be charged for the extra km. BUT 4 months later, you guys took over $1400 from my credit card. I don’t agree with that at all. And was poorly treated when I called. And still haven’t heard back from anyone.

Rating:

1.0

I have to admit I really have mixed emotions about this rental. I have rented from U-Haul multiple times. It would’ve been nice to have an employee get off their ass and walk us out to where the units were and help us find it in the snow and then maybe help us unfree it because we had to go back into the store and ask for another one because it was frozen to the ground. There were no stumps that they were laying onto prevent this and in area where it gets on a regular basis in the -20s I think that’s a little unacceptable. Then we were told they were just change the number on the contract later when we were reading the contract we found out if we didn’t have the paperwork that it said it changed and we signed it have there been an accident we would’ve been liable I have to admit I think I preferred when the U-Haul rental was at country tire not Big Country tire

Rating:

4.0

washed between rentals

Rating:

5.0

All good

Rating:

2.0

Clear the snow from the vehicle and plow the lot. Ensure that the vehicles are clean before someone else rents them

Rating:

3.0

I found it confusing when dropping off so I called the drop off site. I felt like It was a problem calling

Rating:

4.0

To be quiet, honest I was amazed with the service that I got. There's not much you could change, not in my opinion. Thank you for being there for me

Rating:

3.0

It was difficult to find the office - all signage was blocked with trucks

Rating:

5.0

No concerns with this location, rather uhauls checkin procedure online. I should have got an automatic reply at least saying I had checked in the equipment and someone will get back to me or a generic message that kind of thing. I didn't get a response for 2 days. Thanks

Rating:

4.0

The office is hard to locate and it was closed so no comments about it

Rating:

4.0

We found the app and website horrible!! For pick up and drop off we had to call customer service several times, the people that we dealt with were fantastic, we had nothing but issues with the website, it kept crashing and nothing worked as it should have; these problems added several hours to our day that we didn't schedule for. The vehicle was clean and in good condition and the people were great!

Rating:

4.0

VERY difficult to find where to drop off in the complex. There are many bays and all seem to be commercial trucking or delivery of some kind. Would like to see a sign posted on the side of the road pointing to the first area. There was one small trailer near the office, which i guess indicates where the office is. I don't remember seeing a sign above the door. The staff though were very helpful.

Rating:

4.0

Friendly and helpful staff, quick and efficient pickup, convenient location, and easy access to equipment.

Rating:

5.0

Service was friendly and helpful. And the rep went above and beyond.

Rating:

3.0

Parked in front. Acre of parking and two or three semi trucks only. Office help did not want to check truck, condition, mileage, etc. I had to go out and mark the fuel and get the mileage. Three hours later my wife gets a call from Vancouver about no keys. I dropped the truck off in 100 Mile house. I go there and they had the keys but they wanted me to move the truck to a back lot where other UHaul were. They couldn't move it???? They couldn’t;t tell while I was there that they wanted the truck parked somewhere else.

Rating:

5.0

The lady was very friendly and polite.

Rating:

3.0

Although I understand that it is impossible to ensure equipment reserved months in advance is not always possible to supply for various reasons, there must be some way to resolve this issue.

Rating:

4.0

UHaul showed location as closed on Saturdays, it is open in the mornings. This messed me up, UHaul let me down, I booked a tow dolly, i was told the day before pickup that my pick up location was changed and there would be no tow dolly. I had to leave my car behind, drive to my new place 600km awzy, drop off the van, figure out how to get back to my car, do that drive and return to my new location, 1800 kms instead of a 600 km drive. Two extra ferry tickets, one overnight cost 1200 kms extra gas charges. Am i happy? Hell no!

Rating:

3.0

After hours drop off. Nothing special. Would have been nice to know exactly where to drop off the truck. Maybe a parking spot just for after hours drop off. Otherwise the drop off process was very good.

Rating:

3.0

The team was very friendly & accommodating!

Rating:

4.0

Big Country is great. Have used them before. One thing that could be improved is attitude when someone has a complaint. My husband was not upset with Big Country but when he explained that he did not agree with the charges as U Haul cost us even more on our move because of their incompetence, a brush off with an attitude does not go well.

Rating:

5.0

Staff were friendly and helpful!

Rating:

2.0

Charged me two extra days . They were closed when I dropped the trailer off on May 22nd at 9:00 a.m.. I phoned them and left a message that I had dropped it off and I did the UHaul website. They marked the trailer in after 3 p.m. on May 24th.I took pictures dropping it off.

Rating:

3.0

They need to have a better lot setup and a better winter lot cleaning program

Rating:

3.0

They cant get hitch off the trailer Too tight on the ball and they said over a week later uhaul corporate is not helping

Rating:

1.0

The truck had no snow and mud tires on it, only all season! I rented this truck in 100 Mile House and they knew we were travelling through the Fraser Canyon with our drop off located in Coquitlam. Our truck got stuck just trying to get up a plowed driveway. It slipped and slided in the snow on the Canim Hendrix Highway and it was one of the scariest trips I’ve ever had. We were so unsafe. There was no windshield washer fluid in the truck. We luckily made it to Clinton where I purchased a jug of it! Obviously no pre- inspection took place by this UHaul representative. Our truck was covered in snow and ice on the windshield with no scraper available and they sent us to find the correct vehicle with no assistance. One of the back up lights did not work either. I also reserved 2 utility dolleys, that were not there. I said to the Lady that they were reserved and she shrugged her shoulders and said, first come, first serve..she attempted to locate a dolly from Country Tires who said they had one we could rent, we drove there to be told they didn’t have the dolly after all. So no dolly’s.. All in all I am deeply disappointed in my experience with UHaul at this location.

Rating:

5.0

Amritpal at the Coquitlam (Barnet Highway) location was very helpful. He went out of his way to make the equipment dropoff smooth and easy despite being alone on a busy evening.

Rating:

2.0

Lot was Ice very dangerous sloped and fell part was missing had to go to other locations to pick up missing part

Rating:

3.0

Have the uhaul upfront for the customer Have the uhaul dug out of the snow. Have tools to lift the uhaul onto the vehicle and given rightaway . It would save alot of time :)

Rating:

3.0

when trying to return same shit no help to busy and no one had a clue as what to do

Rating:

4.0

Have the vehile warmed up and windows defrosted

Rating:

1.0

Attendant did not provide a jack or help attaching the trailer to my vehicle. One of the tires were completely flat. Trailer reservation was not kept at all, had to travel to another town to pick up. There was at least a foot high of snow all around the trailer, no snow removal care.

Rating:

2.0

Computer issues ,staff was nice but seemingly unprepared my contract texted to me was confusing and was not told i had to sign it by the time i hit the link it expired as to this day im not sure whats happening with the rental rates or what i was charged etc

Rating:

2.0

The young lady was fantastic, the owner however was quite rude. I wouldnt go back until the young lady takes over and the other one retires.

Rating:

5.0

Difficulties connecting to the internet to upload pictures and inspection document

Rating:

5.0

I was totally screwed over in the pickup process. I selected Quesnel as my pickup destination but was told my pickup location would be Prince George. I was 1.5 hours north of home, north of Quesnel on my way to Prince George when I was notified my pickup would be in 100 Mile house, approximately 2 hours south. I ended up wasting a lot of fuel and time to make this pickup location work, I had no alternative options. The truck has old subway garbage and 2 ice tea cans leftover from the last use and it also indicated needing a oil change on the dash. Overall the pickup location was excellent and they did compensate me extra mileage for my drive home to load however I didn’t exceed the originally prescribed mileage. Overall a satisfactory service.

Rating:

5.0

The unit did the job very well. GFS

Rating:

3.0

We frist put a hold on Auto trader witch didn't work because the truck ball and hookup. We wish that someone would have told us that it would not work.

Rating:

1.0

More efficient service!!

Rating:

4.0

good service agents reliable and kowledgeable..... thank you for a good experience.

Rating:

5.0

Make sure all lights work and tires are safe on your trailers

Rating:

3.0

They closed early Saturday and gave no assurance that equipment was received

Rating:

2.0

This dealer was very pleasant at first. The agent was pushy to recommend insurance on the trailer rental which I had repeatedly declined when setting up the contract initially thru 1-800-GOU-HAUL. After finding it very uncomfortable to resist her pushy and relentless sales persistence, and pointing out my reason for declining insurance was because I am an experienced driver and I had a short local move but was concerned over packing time at the pick up location causing extra days of delay that would add up the cost, and additionally that the actual driving time was only one or two afternoons and in one single return trip, I eventually gave up due to time pressures and agreed to add the $10 per day insurance. I had also mentioned that I might need to extend the contract time and she stated that I could easily extend the rental period and not renew the insurance portion. My initial estimated rental period was at least 3, and possibly over 7 days. We agreed on a 7 day contract. Upon returning the trailer 16 days later, I had extended by calling customer service and requested not to continue with the insurance fees, the local dealer insisted on full charges. She refused to accept what the U-Haul Customer Service line agent had told me to expect with the exception of the extension of rental time period, as well as also trying to charge me for one additional day even though I had returned it on time 2 days prior to her finalizing the price. This was because she was closed early on the Saturday and I returned it on Monday, the 16th day. Still she tried to insist on payment thru Tuesday ! I was very disappointed, but she had the area field manager contact me even though I agreed to return later the same day to pay the fee she requested. The area field manager was extremely professional and was very courteous. He knew I had been in the hospital the entire time and hadn't even completed my move, despite having the equipment for 16 days! He waived all charges beyond the initial contract prepaid amount. I ended up paying for 7 days rental with insurance fees included, but I was satisfied with his professional handling of the matter. Terrible dealer experience. Amazing professionalism exhibited by the local area field manager! As a footnote, I was also given incorrect information by customer service representatives more than once, one even gave me the name of the manager to request and he was not even a manager for the area I was in. Outrageous! I was satisfied in the end, but all the hassle left a very bitter taste in my mouth. I will consider U-Haul for my eventual move after I recover from my medical issues.

Rating:

3.0

It was 9am in a rural drop off location the building was closed. Used the key drop box. So cannot comment on this location.

Rating:

5.0

Friendly counter staff

Rating:

4.0

I have no complaints about the pick up location other than it's a little hard to find without specific instruction as I was not familiar with the town. I do however have a complaint about the ease of use of the website and also the lack of customer service on the 1-800 numbers. The representatives I spoke to, and there were several, seemed unconscientious and wanted to pass me off to other departments instead of resolving the issues.

Rating:

5.0

She was helpful with figuring out things I had to do on the phone. I don't know if I would have been able to do this.