Many red flags but the one that sealed the deal was his communication and distaste for customer service. Unfortunate representation of UHaul
JEANNINE H
Customer Reviews for Cronin 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.
Truck box and cab were quite dirty. Graffiti on the truck. Staff was quite rude to the couple in line ahead of me. Next time will be renting from and actual Uhaul location and not a dealer. Thanks.
Trevor RThe person at the Renfrew location was so rude to me and other customers when we came in. He was patronizing and yelling at all of us right as we entered. If I hadn’t already made the booking online, I would have left and gone somewhere else. He was also impatient while checking us in rushing through the steps and making inappropriate comments. He told me the truck was brand new so I should skip the steps of looking it first. When I got to it, it was pretty dirty and banged up at the front. My booking went ok, but I’d warn people about this location and about all the extra charges that aren’t really explained. It would have been great to have a staff person there that was friendly and helpful !
Ayesh KI picked up a U-Haul “10' Moving Van” in Langley at 8:50 AM on February 4, 2026, as reserved, and drove it to East Vancouver the same day. At pickup, I checked the fuel gauge and clearly recorded the initial fuel level. At approximately 3:30 PM that afternoon, I returned the vehicle to the following location: Cronin Glass, 1766 Renfrew St, Vancouver, BC V5M 3H8. At the time of return, outside the site, a female staff who appeared to be South Asian inspected the vehicle condition and the fuel gauge, and took photos on the spot. I clearly informed her that I had refueled the vehicle back to the same level as at pickup. I also took a photo of the fuel gauge for my own record. Then, as instructed by the woman, I parked the vehicle and entered the site’s office (which is essentially a small street-front shop). The female staff was reporting the inspection results to a man behind the counter who appeared to be a white male in his 60s, and she clearly stated in front of me that the vehicle had been inspected, the fuel level had been returned to the original position, and there were no issues with the vehicle. During this process, I repeatedly confirmed whether there were any other issues or any additional charges. I was clearly told that there were no other issues or additional charges and that I could leave. The only remaining step was for the man to complete the so-called “finalize the contract” process on his handheld device. Based on my previous experiences using U-Haul—always smooth, with no disputes or unpleasant incidents—I believed the return process had been properly and completely finished and therefore had no further concerns at the time. However, at around 9:30 AM on February 5, 2026, I received an electronic receipt from U-Haul and a charge notification from my credit card issuing bank, showing that U-Haul had charged me an additional CAD 19.08 for a fuel charge (tax included), corresponding to as much as 9 liters of fuel. At the same time, the receipt showed the return time as: “Return Date/Time: 2/5/2026 8:45 AM,” rather than my actual return time of approximately 3:30 PM on February 4, 2026. This was extremely surprising and confusing. Therefore, at approximately 3:20 PM on February 5, I made a special trip back to the above return location to ask in person. At that time, the person behind the counter was the same man described above—who appeared to be a white male in his 60s and who was responsible for completing the return settlement and finalizing the contract in the system. Upon entering the shop, I noticed a very strong smell of marijuana smoke indoors. I explained my purpose and asked why I had been charged the additional fuel fee. He was extremely impatient and stated directly that it had nothing to do with him, telling me to contact the U-Haul Service Center myself. He then rudely and unprofessionally turned away from the counter, closed the door, and went into an inner room, leaving me alone at the counter. No matter how I asked or called out, he refused to respond and did not come back out. In this situation, I had no choice but to call U-Haul customer service. The call was transferred several times, and each time I had to explain the situation again. Eventually, I was transferred to U-Haul staff in Langley, where I again provided a complete account of what happened and clearly stated that I had photos of the fuel gauge as evidence. The Langley staff clearly told me that whether the additional fuel charge is applied is determined by the return location itself. I then called out to the man again from outside the counter area, but he continued to ignore me. Only when other customers later entered the shop did he come out again. At that point, I put my phone on speaker and firmly asked him to speak directly with the Service Center staff. Under questioning and pressure from the customer service representative, he reluctantly stated that he would refund the fuel charge. After the other customers left, he immediately “forced” me out of the shop, quickly locked the door, and left the shop. At that time it was still before 4:00 PM, even though the posted business hours for the location were until 5:00 PM. To date, the CAD 19.08 fuel charge has been refunded, which also indicates that there was in fact no need for any additional refueling. However, even so, I still have the following two questions that require a formal investigation and written explanation from U-Haul: First, on the day I returned the vehicle, the fuel level had been confirmed in person by the on-site staff as having been refueled back to the same initial level at pickup, and the inspection clearly stated that there were “no issues.” Why, then, was I still charged an additional fuel charge for as much as 9 liters, amounting to CAD 19.08? What is the basis for this charge, and what is the nature of this action? Second, why does my receipt show the return time not as my actual return time of approximately 3:30 PM on February 4, 2026, but instead as 8:45 AM on February 5, 2026? During the period from 3:30 PM on February 4 to 8:45 AM on February 5, why was the vehicle recorded in the system as still being under my rental? If any accident, dispute, or vehicle damage had occurred during this period, who would have been responsible? During this time, who actually controlled or used the vehicle, and for what purpose? I am a new immigrant to Canada and have always trusted Canada’s integrity-based system, respect for contracts, and protection of personal rights and information security. I have also always trusted the U-Haul brand. However, the conduct and attitude of the personnel at this return location in this incident have caused me significant distress and concern. More importantly, during the rental process, I provided U-Haul with a substantial amount of personal information as well as important banking and credit card information. The related conduct in this incident has caused me serious concerns about my personal safety, property safety, and personal information security. I am very worried about the possibility of further malicious charges, credit card fraud, or misuse of my personal information. I cannot confirm whether this individual is a U-Haul employee, an independent dealer, an authorized agent/contractor, or staff of the third-party partner location. However, regardless of his exact status, he was working and processing settlement transactions under the U-Haul brand, systems, and procedures. Therefore, I have sufficient reason to request that U-Haul investigate and hold him accountable for his actions. Based on the above, I respectfully request that U-Haul: 1. Conduct a formal and comprehensive internal investigation into this matter; 2. Provide me with a written investigation result and explanation; 3. Clearly state the handling outcome and the preventive measures that will be taken; 4. Clearly advise me on how to ensure that my personal information and payment information will not face similar risks in the future; 5. Address any other reasonable requests. I sincerely believe that the above requests are not excessive in any way. This incident not only affects my continued trust in U-Haul, but also directly concerns U-Haul’s brand reputation and customer information security. If U-Haul does not handle this matter seriously, how can consumers continue to trust this brand in the future?
Jianjun LThe man we dealt with was nice, but the billing situation was bad. I was changed for 2 days instead of one. The guy said I could bring it back a few hours after the 24 hrs I had booked. He offered, I didn't ask, but I was charged for 2 day of rental and insurance. I had to spend time disbuting this on the phone. What a waste of my time. I think it is a scam that if a person doesn't look at the bill I would have been overcharged. When they redid the invoice the charged me extra mileage from the first bill. Not good. Wouldn't recommend this location
DEAN HFred’s communication and customer service was great. He made the whole rental process very easy.
EVELYN TThis location was a bad experience. We showed up for our 9am pickup to a grumpy worker who was already complaining about how every Saturday the website is super slow and goes down. He went on and on about how bad it was and made our wait time very uncomfortable. After we had waited a while for him trying to get the website to work he then informed us that we could have done an online check in. We should have been informed of this to begin with not after we had been in the office for almost 20 minutes. The check in was anything but easy as the site kept crashing or being very slow. When we finally got our keys for the rental van we told the large lineup waiting outside that they could do online checkin. The employees in the office did not offer this advice to the waiting customers. Very poor customer service and very poor website. We have used Uhaul before at the Marine Drive location in Vancouver and it was flawless and pleasant.
Darren KAmazing service, such a friendly kind man loved this experience!!
CORRINA BI don’t have nothing to recommend
HERWIN PThe person responsible for it was rude and I would never go back there. There was 2 other vehicles in front of mine and I had to deal with it. Zero customer service and the office smelled like cannabis very badly. The vehicles were dirty and all old looking with many damages, one of the trucks the passenger door wouldnt even open. The place the vehicles were parked was so close to a fence that I had to climb through the passengers door to get in and got my shoes and pants all dirty from all the mud. Uhaul should look into these vehicles which don't seem to be kept at a good standard.
ROBERTA DI reserved a dolly when I got there they said they didn’t have 1. Over all was unhappy with the experience. Wont go there again
TROY DFred was super helpful!! Really understanding and said we could bring the truck back a bit later than expected since we had a baby with an unpredictable schedule
Chloe CFred is absolutely lovely and helpful. The Van was in great shape and he was very responsive to my questions when I had them.
SHOSHANA ANot a very polite, outgoing, and helpful person at the reception!
SABER NThe guy at the counter was amazing. I was running on Redbull and anxiety that morning, and his friendly demeanour instantly put me at ease. I have problems with some businesses asking for tips, but I would seriously give this man one. Outstanding.
GRAHAM HKeep the good job.
ROSEMARIE LIt was a pleasure to meet Fredrick. He was very kind and helpful. Made it easy to pick up and drop off. Thank you!
DEANNA GTruck was ready and on time. Great service.
Regimantas LAlways great service and experience here with Fred.
RONALD WExcellent
ALVIN SGreat customer service. The representative made the whole process easy. I highly recommend this location.
ANTONIO FFred is friendly. The borrowing and returning were easy. This is the 3rd time I rent from this location.
WILSON AExcellent service
KYLE Vplease leave location alone. the gentleman (FRED) running the place was great. fast efficient very knowledgeable. old school service. which is long gone now a days.
NICHOLAS KI rate my experience a 15 start rating
THERON TThe gentleman wa amazing!!! Highly recommended!!
Jeremie LBe better acquainted with the process although I understand the system was recently changed
MICHAEL KStraightforward and helpful
Christopher GGreat service and easy pick up and drop off.
Catherine HU-haul last minute changed my location. Changed my pickup time as well which was annoying because I had a certain move out time with my building. Would appreciate if they didn’t allow you to choose a pickup spot that didn’t even have your car.
Myles CDidn’t see location just dropped keys in box
Christy VThe location owner was very helpful. CLean equipment. Fast pickup and easy return with a smile.
MICHEL TGentleman at the front desk is friendly and helpful
Manula LFred was amazing to deal with! very nice and super friendly! I've rented from that location before and I always go back there if I can. Highly recommended.
PHILIP CChap seemed sound. No issues. Hassle free.
BENJAMIN CVery unfriendly and screamed at me because I was confused if I was at the right location. I came to the location and I didn’t know if it was closed or open, i see him sitting there frowning. Called me ‘stupid’ which was uncalled for. Regardless, as someone that’s trying to attain customers, he has no patience. Never coming back here again. Find somewhere else to book a U-Haul. This place is not it. Reading the past reviews, makes sense now why people do not like to be around him.
Mishaal HOverall first class experience from start to finish. Fred had the truck ready to go when I arrived, quickly processed the invoice and overall was very professional and friendly.
DAVID GThe guy at the counter was very rude, didn't help at all and was asking for cash when I asked for a dolly that was already booked. He laughed at me when I asked questions. In general a really bad person
JOSE RBest location ever! I will always use this location
SEYED Swas a old guy there and was unbelievable rude!
MOHAMMAD MFred is so friendly and kept everything in order to make sure we all got our trucks
Katharine KIncredibly rude and disrespectful service. The attendant refused to do a walk-around inspection with me saying that he had already done the inspection. When I pointed out that there was unmarked damage on the box of the truck he got agitated. The Truck box was dirty and items left in the cab from previous user. One blanket and garbage left in “complimentary blanket” pouch. Never going back to that dealer and I wouldn’t recommend anyone do so either.
CHRISTOPHER HVery good truck I recommend this place to other customers
IAN Aprinted paper statements
STEVEN YVery helpful and clear communication with very friendly service
Stephen MI’ll be returning customer
CHI Cplease review the add ons i accidentaly selected the cdw which i didn't want, it shouldn't be selected by default and the system sucks. The store was amzaing tho.
BEREKETEAB AVehicle not clean , service was atrocious,no tow hitch when this was specified as required , and confirmed, no explanation ,”go buy a tow hitch” even stated to scheduling when they queried it! I later learned that it had been stolen and the dealer had not replaced it ! I had to buy a $40 tow hitch from Uhaul .
ANTONY AGreat service. Stayed late to accommodate return of truck!
SHEENA LEasy location and great customer service
Troy SYes Fred was very helpful!!
KAMEL HHe was fantastic. Super quick to respond and help me get going and was accommodating for everything and very friendly. Highly recommend.
KRISTOPHER MThe truck was so dirty. Wet mud everywhere!! Looks like someone had moved dirt before and never cleaned after. Uhaul hadn't cleaned the truck either. When I brought it up to the rep, he said he is busy and he can't clean it. I used two blankets to clean the truck to be able to use it to move my furniture. This also caused delays in my moving plans and I had to pay extra fee to the strata for the elevator. The Uhaul rep wasn't help and in fact was rude!!!
DANIEL HDon't scam the customer. 1. The rep offer early pick up for free charge, however, I got charge on that day. 2.The person did not offer walktrough with me just told me to take a car. 3.The fuel tank was empty. (43 miles remaning) 4. I only used 22 miles and return as close as possible when I return. I got additonal charge for 100 dollars for fueling service and 35L of gas. 5. Online agent emisitmated less than150 but I actually got charge close to 300 because this agent thr pickup area. 6. Please return my money.
SEUNGHYUN KVery easy to deal with. Fast and ready, excellent!
Aaron GThe uhaul operator was easy going and very knowledgeable. He stands out form the rest of uhaul operators as he makes it easy and flexible. Will be using this company in the future
RYAN J