Customer Reviews for Captains Nook
(U-Haul Neighborhood Dealer)

65 reviews

13444 72 Ave   Surrey, BC V3W2N8

(778) 728-0370

Location Hours

  • Mon-Sun: 10 am - 6 pm

Services at this Location:

Contact Us

(778) 728-0370

13444 72 Ave
Surrey, BC V3W2N8

Services at this Location:

Location Hours

  • Mon-Sun: 10 am - 6 pm
  • 24 hour customer return

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.

Overall Rating:

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Rating:
3.0

The person who deal with customer is very conservative and not very friendly with customers.

AMARDEEP SINGH S. 
Rating:
5.0

yes

Bhupinder S. 
Rating:
5.0

Customer did not leave a comment.

sukhbir S. 
Rating:
5.0

Assuming that I am not going to be charged anymore it was a fantastic experience and I will not only be using this again but will let ALL my friends know about this location. I drove exactly 10 miles and placed 10 dollars of fuel in the vehicle I am going to assume that 10 miles of driving and putting in 5 lites=1.12 gallons. So even if that truck gets 10 miles per gallon this should have been enough. Unfortunately the gas needle didn't move so it appears to be the same as when I received it. I am concerned that I will be charged more, we shall see in the next few days if I am satisfied with this rental.

Richard B. 
Rating:
2.0

Try signs that you can see from the road!!! Not only that but I had to park my own vehicle way down the road at Planet Fitness parking lot. Had to go around the corner and passed 2 housing projects to park!!! The sign was in a store window and could not be viewed from the street but was across the street from another uhaul with proper signage. Google took me to the wrong location as a result! Not a great review for this location, I'm afraid

suzanne eleanor P. 
Rating:
1.0

I understand that this place was a dealer, but there must be some criteria for customer service here in order for U-Haul to approve this place to represent their company. The driver told me to pay $60 and I asked for what, and he was not sure. I thought I was being scammed, but did not have much time to actually second guess and ask why. I called my friend and they advised me that it was probably for taxes. As if it was not bad there, the truck was exceptionally dirty. I did not know where the parking brake was as I have never driven a U-Haul, I had to jump out and ask him and his reply was "it should be there, usually on most trucks it is". He clearly did not know anything about the trucks. Over top of that, I had to move the gates and almost hit one because it was not open fully to exit the parking lot. He did not come out to help, I was doing the work for him. It was a horrible experience, and left me with a lot of anxiety before I even started the trip.

Jaspreet M. 
Rating:
1.0

My confirmed reservation at the original location was a joke with no fucking trunk available and after been told to go to the next location to get a truck same thing happens and then going too 2 more lactation finally getting a truck at 2:15 pm and driving several miles. Incompetent and despicable service and wasting 21/2 hours of my time was unacceptable. Being from Washington state the service here is fucking outrageous and a wonder to me how uhaul operates their business here. FUCK UHAUL AND YOUR RESERVATION SERVICE.

naushad ali K. 
Rating:
1.0

Owner at captains nook was also late to arrive which I have already spoke to a uhaul representative about. When he did arrive he opened up my reservation and said because I had called in to uhaul about him being late he would not rent the truck for me. He threatened to cancel my reservation and would black list me from renting there again. After some and forth he agreed to honor my reservation then told me "I should learn how to wait." The closing comment was how ever a great "I'm only going to help you because we are the same race."

raman S. 
Rating:
1.0

Fake Everything is so bad U-Haul charge more than you think Everyone unhappy with U-Haul

Safiullah S. 
Rating:
3.0

it was very very expensive

Mohammed K. 
Rating:
1.0

Truck is located in a widely open lot, when i arrived there was a individual looting around under the vehicle. I had to bring this to the attention of the front staff.

Liem T. 
Rating:
5.0

Customer did not leave a comment.

Kiran K. 
Rating:
1.0

Customer did not leave a comment.

Alisa V. 
Rating:
2.0

The staff that gave me the keys, seemed very confused and didn't know what they were doing. I pre-booked everything online and even had a receipt and they made me do it all again. It took over 30 minutes to get the keys even though I did all the work previously online. There was also a screaming baby. Overall very poor experience.

Justin A. 
Rating:
1.0

Your agent customer service is very poor,I booked my truck 4pm but I got the keys 4.30 pm, but they charged from 4o clock . They don't have any idea about the services, if something I ask they will tell you call uhaul or visit website.

MATHEW T. 
Rating:
1.0

They should improve their customer service by knowing how to talk with the customer

Abhishek G. 
Rating:
4.0

Have more trucks

EUNICE S. 
Rating:
3.0

Very unpleasant stuff

ryan L. 
Rating:
2.0

The location needs better signage, it was very difficult to find. We wasted half an hour trying to figure out where to go. It was confusing because there were 2 other uhaul locations in close proximity.

ANDREW H. 
Rating:
1.0

Customer did not leave a comment.

Alem W. 
Rating:
1.0

The business was 45 minutes late opening I went to go to the business next door(Sinclair Motors) for help and luckily they had the number of the owner of Captain Nook's business. They called him to open the shop. Requested 2 flat dolly's on my web order form and only 1 was provided at the location. Requested moving blankets in the webform and none were provided at the location. When I asked about this the location informed me I could check at the U-Haul location on 85th. Already over an hours late for my move in window that day I did not have time to drive the rental truck around town looking for missing items from my order, not to mention being charged for the extra mileage. The location was slow to complete the rental agreement, the employee did not assist or provide any instruction on the use of the truck or equipment. Didn't show much regard for my business at all. Seemed like I was more of an inconvenience to him more than anything. The truck had no ramp which was not clear on the website and we had to move a piano. Will avoid U-Haul in the future.

Ryan H. 
Rating:
5.0

Customer did not leave a comment.

HUGO H. 
Rating:
1.0

The truck was parked in a lot with 3" of slush built up on the ground. The truck was covered in snow and slush as well - so much that the windshield wipers wouldn't even move to clear it. The "Agent" wouldn't come out to the truck to do a walk-around with me before I took the truck. When I mentioned the condition of the truck and the lot, he said, "Take it up with U-Haul". The location was also reluctant to let me park my personal vehicle there while I was renting the truck. At the time I picked up the truck, the "Agent" couldn't access U-Haul's system, so he wrote down my credit card information on a scrap piece of paper - not secure in any way. Very unprofessional, as little effort as possible to provide even basic customer service.

Scott C. 
Rating:
1.0

VERY POOR CUSTOMER SERVICE. RUDE AND CONDESCENDING ATTENDANT, HAD FOOD ON COUNTER. NOT HELPFUL AT ALL.

HARDEEP B. 
Rating:
5.0

Really helpfull location

vaishali M. 
Rating:
2.0

Customer did not leave a comment.

upjeet S. 
Rating:
1.0

The assistant is rude. And he charged an extra $50 cleaning fee for no reason. He told me that it's usual for him to charge cleaning fee for everyone, even though the car is clean.

ZICHAO W. 
Rating:
1.0

Very poor customer service, gentle at the shop is super rude, slow and full of attitude, shop smells too bad that you can't stand, no sanitizer and no proper signage. The guy make you walk in and out for each & every step. NO manners to talk with women, misbehaved with my wife. He made us wait for no reason to pay as he was slow and said I need my time, made us wait. While we were waiting he took new customer and made us wait again, once his done with other customer, my wife mentioned to him you should have finished with us first hen he said Uhaul is not his priority &Uhaul is my secondary work. Dealing with this guy is super stressfull and not pleasant at all, I never go back again nor recommend

IMRAN A. 
Rating:
1.0

The guy was rude, no customer service, leave aside customer service, he asked a guaranteer and military service card from me, he sounded kinda weirdo to me. I told him, I have rented vehicles various times from uhaul in the past, uhaul never asked it and or this kind of thing from me, he also denied to print the uhaul insurance/contract papers for me, even I requested him to print it. He didn't tell me where the vehicle was parked, I went on to the wrong street where other uhaul vehicles were parked and couldn't locate the vehicle, it took me 40 minutes to locate and find the vehicle. he told me the that he is busy and can't help me while there was no other customers in the store and he was not busy with anything. I eventually found the vehicle but by that time I was wet due to rain but it also wasted my time, when I was doing the pre-trip inspection, I found issues and tried to upload the pics which couldn't work, I had to come back to him and he said I should call uhaul, it's my problem not his, I requested which number should I call, he told me it's my problem not his, Google it and I will find it. His tone was rude, not friendly, I had to walk to other plaza building to get signal on phone to google the uhaul toll free number, it was very hard for him to tell me from the computer just in front of him. Thanks to Elizabeth, she helped me through the whole process. It was really frustrating while dealing with this guy, he wasted my more than 1 hour in total by the time I started moving the vehicle out of location. As the back of the vehicle was block and not safe to back up on the busy alley. Also as I was talking to Elizebath(uhaul customer care rep), he came out to help an Indian couple. I would never ever recommend this location, the worst of worst experience of my life. Definitely do not recommend uhaul service from here.

Muhammad K. 
Rating:
1.0

When picking store owners computer froze and it took them 30-40 minutes plus to get my reservation going and the had to do it via phone. No benefit of early check in done by me. When returning, the guy in the store was rude and said do self return or call uhaul since he can't help.

Bhavit S. 
Rating:
3.0

The staff person was straight forward, quick and offered to help with the app. I parked in the alley but was warned by the auto shop across the way to move to the uhaul compound or they might smash into my vehicle. I parked in the compound but the staff said it wasn't allowed. When I asked staff to park in one of their front spots I was told I couldn't, that the nearest parking was several blocks away at Planet Fitness. I have a chronic back problem and difficulty walking so this was bothersome. Fortunately I found some street parking closer (1 block away). Better get someone to drop you off if you want to rent a truck here.

Dawn M. 
Rating:
3.0

I was happy with the truck, I was not happy with finding the location of the location I was redirected to by uhaul. I was also not happy with having to pay the extra 15 dollars for mileage I never used.

Chris P. 
Rating:
1.0

I been charged for about 40 ltrs of gas. I drove only 4 miles and filled about 10 ltrs of gas. Once i returned the truck, i asked the guy to check the fuel level and truck, he refused to check.

Jatinder H. 
Rating:
1.0

Store employee have no experience how to talk with Coustmer i am little confused i need help but they said I don't know how to return and he is the one give me truck he's behaviours not good to much attitude

Amrinder S. 
Rating:
3.0

Customer did not leave a comment.

SAGAR C. 
Rating:
3.0

Please do not charge customer twice for the fuel. I refueled to the same level of gas where i first got the truck and then I was charged again when returning it. I have proof before and after photos if the gas level and mileage.

CRISANTO D. 
Rating:
5.0

Customer did not leave a comment.

Gurpreet S. 
Rating:
1.0

Customer did not leave a comment.

harwinder S. 
Rating:
5.0

Customer did not leave a comment.

CAMERON J. 
Rating:
3.0

Customer did not leave a comment.

Thomas C. 
Rating:
1.0

This is in a very sketchy part of town and I was told that the truck was out back which was accessed by an alley. There were street people about making me quite nervous, and I had to open the gate and find the truck that matched the keys by myself. I told the rep that I would be returning earlier than the 4:30 pm time given, however, the building was locked. I waited for one and a half hours and still the rep did not return, although the 'Open' sign was flashing. He had not told me to put the key into the outside box which I did find, but did not leave the key as the box was not sturdy and could easily be removed from the wall. As the gate to the trucks was not locked, I was concerned that the key could easily be stolen from the box and I did not want to be held responsible for a theft.

debbie E. 
Rating:
3.0

I returned the truck beside the building as the receiver was on break and there were bags of garbage against the gate, possible from another business. I used mobile return. Hans truck in the back of the rental. As shown in cleanliness pic.

DWAYNE S. 
Rating:
5.0

Amanda was very prompt in helping us with the uhaul considering it was fully booked. And helping us with the dolly's at the last minute.. excellent customer service

NITIN J. 
Rating:
5.0

Customer did not leave a comment.

VIJAY R. 
Rating:
2.0

Staff/owner was not very friendly.

AARON M. 
Rating:
3.0

Customer did not leave a comment.

SALMAN G. 
Rating:
2.0

The attendant was very rude and when I asked him for orientation of the vehicle he said he didn't know anything. He just bluntly asked to count 10 blankets and take this dolly open the door myself and go. As told him It is my first time so please guide me. He texted me link to upload pictures if I found anything wrong but I told him this link doesn't work he said check your mobile internet (lol) by the way link never worked on my home wifi. Thanks am very disappointed for the this type of Uhaul agents who doesn't care about Uhaul reputation as well as customer service in general.

Waqar A. 
Rating:
5.0

See previous comment about overall uhaul experience. Does not apply (for the most part) to the drop off location.

David M. 
Rating:
3.0

I had ordered 10 moving blankets when completing the online ordering from the haul site. I was disappointed that not only were they not delivered but that this location had no spares. When people are counting on your delivery of equipment to protect their items it is frustrating to them have to go out of pocket and rush to resolve that issue. This was blamed on uhaul not supplying the blankets.

Jeffrey A. 
Rating:
3.0

Vehicle was not clean from interior or exterior. I do not believe that it was disinfected either. Taking vehicles out of parking spot is tricky. However the store people were very friendly, nice and responsive.

Harmeet H. 
Rating:
1.0

Customer did not leave a comment.

SHAWN A. 
Rating:
2.0

never received final contract cost. Uhaul owes me difference between deposit amt & final invoice $50.

BRUCE B. 
Rating:
3.0

Customer did not leave a comment.

Karamjit S. 
Rating:
2.0

Customer did not leave a comment.

PAUL B. 
Rating:
5.0

Customer did not leave a comment.

Princepal S. 
Rating:
5.0

Customer did not leave a comment.

Arshdeep D. 
Rating:
1.0

Clean the vehicles especially during a pandemic, no parking was available, which is not listed when you reserve the vehicle, the inside and especially the out side of the vehicle were extremely dirty. I expect clean dealing with Uhaul. The employee who dealt with us was very not very helpful and extremely abrupt. The smell inside the store was also horrible.

Tammy D. 
Rating:
2.0

Nearly 40 mins just to get the van system errors or staff do not understand how to use the system ran my credit card 4 times system froze every time finally charged manually and got the van after using tried to return and told to take pictures of return and go online to do return they could not do it tried failed to complete return as location not found then told to call uhaul which I did then referred to another number which I called and they completed return manually after getting staff to verify km and gas topped up and condition of return so after again nearly 40 mins completed return and received final invoice of charges Just terrible last place I booked it was 10 mins to pick up 10 mins to drop off fast efficient this last location would never go back

Namvinder S. 
Rating:
1.0

They were not friendly and definately had no idea what they were doing. They short me $40 on my return because they had no idea what was going on, even had the customer rep on the phone to guide them but they still wanted to do it their way. I had to be in a rush so I left it the way it was but very unprofessional in my opiinion and pretty sure others have the samw to say about this place. They dodnt even know hoq to charge me for a drink like come on.

Sopheak V. 
Rating:
5.0

Customer did not leave a comment.

AKASHDEEP B. 
Rating:
3.0

very hard to find even by using google map, which sent me to the old location, not too far from the current location. The site has not parking space for one's own vehicle. I parked on the street two blocks away. Nice personnel but the van was filthy especially now with the COVID-19 pandemic going on.

MIHAELA A. 
Rating:
1.0

The customer service was incredibly slow and they weren't able to help us at all with any doubts or queries. A customer service representative had booked a furniture dolly for us over the phone, but once we arrived, we weren't given one because it was unavailable and was still charged for it. I'm extremely displeased, this made the move extremely more stressful than it needed to be.

LAVENIYA K. 
Rating:
1.0

The fuel was less than half when I checked in I sent a photo to open a dispute when I returned fuel was more than half and facility was charging me 18 dollars more. This is not acceptable so I c as llwd customer service to open a dispute but the matter is still unresolved.

Raja M. 
Rating:
1.0

1. The person at the shop can talk with a bit more clarity. Talking with a soft voice but not explaining what has been asked, doesnt constitute clear communication. 2. Wait time? If I come 30minutes early, I wont get the vehicle (which is acceptable), but if I come 30 minutes after the booking time (after calling and informing that I will be late), I get a lecture on time management and be threatened that uhaul can cancel my booking if I am not waiting to pick up the vehicle at the booked time? I booked for 1.30pm and I was there at 2.10 to pick it up. 3. Reserved a dolly, reserved dolly was not available and was told to take the next best available(which is obviously more expensive).

DENNIS E. 
Rating:
5.0

Good Job ! All employee were wearing masks except, the owner one Punjabi Man... Please mask.. its must and mandatory...

SUJIT P. 
No reviews have been submitted for this location.

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