I was charged for fuel I did not use.Kevin B.
Customer Reviews for Capital Glass
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
There was a lot of confusion on your website about this location. In one place on the website it stated that the pickup location was 649 Pembroke Street, Victoria. On another place in the information it stated the location was Capital Glass, and the title had a link, which when clicked, listed an address on Richardson Street in Vancouver. I called UHaul the night before pick up to confirm that I was picking up at Capital Glass on Pembroke, the agent confirmed that and made sure to mention that I had to pick up and drop off during business hours for Capital Glass. When I arrived at Capital Glass the owner indicated he was NOT a UHaul representative, and was not involved in the transaction. He was very nice and provided me with a phone number to call the UHaul representative for information on the truck I had rented. You need to update the website information on this address. I was also VERY confused by the lack of communication for the "self-check-in" process. I did not receive enough clear instructions on how the pick-up of the vehicle would go. This resulted in a lot of stress at the time of pick-up. I was late and very stressed. I did not have a good pick-up experience at all. Additionally, the information provided indicated the truck I rented had three seats, but on pick-up it only had two. This was another stress, as I had two people who were coming with me. The end result was that one person had to drive their own vehicle (which added to the costs of this move). Once we were under way everything else went smoothly. The person who sent me the lock code was very patient and helpful.Lesley P.
Customer did not leave a comment.Emma D.
Customer service took care of me well! Furniture pads did not come in the rental but they found a solution quickly and politely.William M.
Uhaul wasn't there in time. I had to redo the screening questions 4 times & ended up being 1hour behind.Brennan O.
The front passenger side headlight was not working and this was nerve racking when I had to drive for 45 minutes in the evening. I went to Capital Glass thinking I would be dealing with their counter staff but only learned when I got there this was an automated process. The parking lot at that address, Pembroke St, Victoria, BC is in a rough part of town. There were condoms on the ground against the fence and discarded needles by the dumpster. Not a very comfortable place to be picking up a rental vehicle.JEFFREY S.
The Uhaul app directed me to lock the key inside of the bed and then, in the next step, take a picture of the fuel gauge and odometer. I think it would make sense if the app prompted people to submit that photo before prompting them to make sure the key is locked up in the bed and the padlock scrambled. In my case, I couldn't remember the padlock combo to open the bed and retrieve the key to turn the truck back on to take that picture.Max L.
Customer did not leave a comment.Emma W.
Our web check wouldn't work (pics of DL wouldn't work) so I wrote to UHaul and they said I could check in upon arrival. (I can share that email if you like). When I got there, it was simply a parking lot and no one to talk to. I called the 1- 800 number but there were long delays. By sheer luck a UHaul area Mgr happened by to check something on the truck and checked me in. (Shaun - very nice and helpful). It was still a big was of 20 mins of his time too by the way. When we got back after our move we couldn't upload the photos of the trucks condition (again) and so there was no way to â€˜close' our file. We drove across town to another UHaul dealer (Topaz & Nanaimo, Victoria) and after waiting for another 20 mins for a free agent and being told they have no relationship to that â€˜parking lot, a very nice young man named Abil (sp?) did help me Close things out, while my family waited. In the end, the truck was fine, the people we had help us (ultimately) were nice but the experience was awful and added to the stress of the day. As the Director of a large National company, after a complaint I seek to fix issues that arise. However, there are many similar complaints on this locations webpage and you have elected not to remedy them. I should have heeded the reviewers concerns. I am a registered customer at UHaul and will now make UHaul my â€˜last resort' rental company. I am a registered customer and will now make UHaul my â€˜last resort' rental company.Richard W.
I had a terrible experience picking up the truck! I had my temporary driving license which is a original accepted driving license by the government of BC! but when I wanted to pick up my truck they said you can not do so, and I had to wait for one hour until my friend came and I could add him as the main driver. They had not told me before that I can not use the truck with a real ID1 They were saying we need a card not a paper!!!!Pedram P.
Take Capital Glass off the contact numbers. They do not know anything about the rentals on their property and they say they are constantly bothered by confused Uhaul customers, and they're unable to help them.Alan W.
The U-Haul check-in process was very poor and cumbersome. This location is NOT involved with U-Haul and could not help us. The CSR, Shawn saved the day. I won't go back here.Steven C.
Customer did not leave a comment.michael M.
Capital Glass employee had no idea why there was a u haul truck in his lot. He wasn't helpful or knowledgeable at all. I had to call customer service to get access to the truck. It delayed my move. There was hypodermic needles in the cab of the truck. Worst experience and service ever!!!Aman V.
Location closed, while schedule stating otherwise and I selected pick up at the counter. When arrived, under rain I was forced to use my phone and went over.all.validation procedure. In the end I lost 30 minutes of my rental. Do not recommend U haul or Glass Capital to anyone.Joao Filipe V.
Customer did not leave a comment.Alyona I.
Not enough communication between Uhaul and CapitalGlass. When I showed up,they didn't know anything about pickupDarryl C.