When I dropped off I mentioned the refund aspect regarding the shortage in moving blankets. Again the lady at this end indicated it would be looked after and I would be contacted and refunded. Same as pick up location -nothing. Would not deal with this company again. Very disorganized and unprofessional service.Robert B.
(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.
Customer did not leave a comment.STEPHEN J.
Customer did not leave a comment.Devon L.
I had issue with mileage from the start point. Took lot of time to get vehicle that delayed everything and got late for work as well.Nirav M.
I ordered like 2 weeks in advance the trailer was behind two trucks that the guy had to move then it the trailer hitch was frozen to the ground had to break the seal and then has to hook up by myself, the trailer they gave me half the light were not working they didn't look over if it was done right just took a picture they never help with nothing other then drive the two trucks out of the way, overal was a joke of customer service and the product wasn't even road safe never again will I go herederek N.
When I arrived I had to wait 20 minutes because the gentleman working in the garage couldn't help me. He had to call someone to come to the location and wanted me to unhook the trailer myself. I asked if this person was working from home due to Covid19 He said no. She was â€œjust out and I had to waitâ€. When she arrived she said she couldn't find my reservation. I showed her the reservation particulars on my phone. The man next to her said I had the wrong address and should go elsewhere. I showed him the return particulars of my reservation on my phone and he walked away. I waited 30 minutes for the woman to find my contract. I signed the release/waiver or whatever it was and she wrote me a CHEQUE for my $60 deposit return. I asked why a cheque as I had paid with my debit card. She said her debit machine wasn't working and they had no cash, yet while I was waiting 4 people paid with debit and 1 with cash Both the man and woman were rude (I think they were husband and wife but I'm not sure). Very very poor service They were more concerned about collecting money from their customers at Discount Tires than they were about their uhaul customers She wanted to email me a receipt at a later date and I was concerned because I had no evidence that I returned the trailer I insisted and she eventually gave me one. A young man returned a truck. She told him the same thing and he agreed (lack of life experience). I hope he didn't end up paying more I would strongly suggest never returning a uhaul trailer here. And if uhaul was smart they would cease working with these peoplekaren M.
We dropped off after hoursDerek M.
Customer did not leave a comment.Cory L.
premises could do with a good tidy upCHARLES W.
Customer did not leave a comment.Andrew M.
3 days prior to my rental time, I received a phone call confirming my booking. They indicated that the 10' truck that I had booked was not available, but they could substitute with a 15' truck. I said that was no problem. When I arrived for my one-way rental, the vehicle was not there nor were there any vehicles in Brandon. I had just driven 2.5 hours to pick up this rental to move my elderly mother's belongings to our place near Winnipeg. After contacting the head office, the only solutions they had were for me to drive back to Portage la Prairie (1.5 hours) or to Dauphin (3 hours). The agent that I was speaking with at head office had no idea of Manitoba geography. Finally, in exasperation I cancelled the reservation and she indicated that I would receive a $50. fee for my inconvenience. This fee would not even cover the costs that I had endured already in travelling to Brandon for the pick-up. Upon looking in the parking lot at Discount Tires in Brandon, my son-in-law noticed a pickup and a 5x8 trailer. The lady at the desk said that we could rent that, but it would have to come back to Brandon. We agreed that I would return it to Brandon, but I would only pay the one way mileage (I had 2 other witnesses that heard this conversation too). Off we went. When I returned it to Brandon she proceeded to charge me mileage for the round-trip and said that she did not negotiate the one-way fee. I was so frustrated by this point, that I agreed to pay the round trip know that I would then contact head office to lodge an official complaint. The difference in this amount was approximately $60. I should have taken a picture of the steering column which was very dirty and obviously had not been sanitized. Also, the washrooms at the location had no paper towel in either washroom (not acceptable during this time of Covid etc.). I will state that the employee at Discount Tires never "lost her cool" and was professional the whole time both days. However, I feel I was lied to with regards to the one-way vs. round-trip issue. I also enquired as to whether the initial truck that I had booked had arrived back in, she said it had never come in. How can the computer book something that will not arrived back??? I have rented from U-Haul a couple of times before and have been very satisfied. However, this time was an awful experience. I feel that the service was unacceptable, the cleanliness was unacceptable, and the compensation was unacceptable. I did not make the initial booking myself, I had one of the employees in Winnipeg book this for me while I was purchasing packing materials. I did have to move the date by one day, but even then, I phoned the number on my reservation to change the date. You would think that someone would have noticed that the truck wouldn't be in Brandon. I do hope that we can come to some sort of satisfactory remuneration for this fiasco. At this point, I will not be using U-Haul again and I will never recommend it to my friends and colleagues. Sincerely, Patsy Andrews-Vert 204-782-8985 email@example.com (Please respond by email)PATRICIA A.
Trailer was not there when we went to pick it up at our reservation time. Had to argue with the staff to get a new trailer considering my dad drove hours to town to help me. Then was charged more for the different trailer. All while some unkept man (that did not work there But they called him by first name) tried to approach me and talk to me about uhaul. He seemed under the influence of something and I felt very uncomfortable. And this type of complaint seems VERY common for uhaul, will not be bothering with uhaul again.Jaylyn F.
Customer did not leave a comment.ALAN H.
Customer did not leave a comment.WENDY S.
Customer did not leave a comment.RANDOLPH B.
Customer did not leave a comment.ABDALLA S.
Nothing from my experience staff was helpful knowledgeable friendly. Very nice truck to drive as well thank you so much and a huge thank you tour staff.JOHN E.
Truck interior was dirty, coffee stains, and candy wrappers. The retail space was not clean, and the staff did not wear a mask. Brandon is in a state of high Covid, and masks are to be worn at all times in a public space.RONALD B.
Customer did not leave a comment.Daniel G.
Returned after hours.jean D.
Quick check out, professional help. lot is a bit tight to maneuver a trailer but made it work.ames L.
the storage over the cab leaked and soaked a bunch of our boxes when it rainedIAN B.
The staff at the facility were helpful but the outside site was a little cramped for space. The electrical connection was broken but the staff member that helped me quickly fixed the problem.Scott S.
Customer did not leave a comment.jeff I.
Customer did not leave a comment.brad M.
Open on time. I was told I could get my rental at 9 am and the storefront was t open until 9:08Dwayne D.
Customer did not leave a comment.Scott H.
Trailer light did not work as they should. Kept replying a message on my dash. The latch on the door swung back and forth because it only held on by one bolt.Jason Y.
Customer did not leave a comment.Evelyn C.
The lady that helped me out was very kind, helpful and accommodating.Erin J W.
I did a self check in when returning the vehicle.... so I can't really answer the questionsNaomi C.
Customer did not leave a comment.Jesse D.
Customer did not leave a comment.ALI H.
Customer did not leave a comment.Emilia G.
Customer did not leave a comment.Joanne H.
Customer did not leave a comment.Hiren P.
Clean and sanitize the vehicles prior to pick up. Especially since there's a global pandemic currently happening. Front desk lady was not welcoming or friendly and the place was so run down and trashy.Hope S.
I got charged 2 days instead of 1. Called the place she said she would call back..didn't. Your phoneline is a huge pain in the ass. All of sudden "sorry we are experiencing difficulties goodbye" hangs up. Get through 15 mins wait request callback say your name then pound doesnt recognize either. Then after taking 15 mins to get through then put on hold for 15 mins and person not coming back so had to hang up. Called back waited 9 mins and Jennifer helped. Not the additional stress I need on moving day. I hope in 3 to 5 days my visa is refunded the 34 dollars plus tax overcharge. I appreciated the uhaul not the headache afterwards.courtney T.
I was promised a refund that at this point was not provided in fullALANWILLIAM M.
Great customer service. And I enjoy the truth I rented.BEREKET J.
Customer did not leave a comment.Allan H.
Great service, my best uhaul to always visit!MOHAMMED A.
Customer did not leave a comment.Mackenzie M.
The system via text and/or email is tedious and assumes pictures can be taken etc. Otherwise, the truck itself was excellent.ROBBIE F.
Customer did not leave a comment.robert J.
Customer did not leave a comment.CURTIS A.
My complaint is directed at the condition of the vehicle and its retrieval at the pickup site, but also at the complaint review process/person involved: 26' truck rez for 1800+ mi. and they can't check if it runs properly prior? It bucked and jolted and hurtled my phone/GPS from the dash. There was no A/C in 90s heat for 4 days. The service tech at dropoff verified an oil leak. Yet, the complaint review guy (no signature/no title) refuses any refund on grounds that "A/C is a luxury item" (it was listed as included on the website) and I'm "required to contact Roadside Assistance if there's an issue." Really? I'm not entitled to a well-running vehicle unless it breaks down first? This service didn't even cost less than ABF/U-Pack - which drives it for you - 3 years ago. I even had to back it out in diagonal reverse near tons of parked cars when I picked it up. I don't ask a ton extra in corporate sympathy - but these are uncertain times and even in normal ones these worst practices are unconscionable.Matthew S.
Customer did not leave a comment.Kevin R.
Owner was in on canada and assisted me.even though they were closed.Nick S.
The equipment rented was blocked by other equipment when we arrived for pick up. Having the trailer accessible and ready for pick up would be an improvement. Assistance for hooking up to the trailer and verifying lights/connections was also not provided because the single employee was in a rush and dealing with other customers. Very friendly service but not a well organized business.Anna D.
Customer did not leave a comment.BRIAN E.
Thank You!Randy P.
Water got into the uhaul when it was storming & got my mattresses and some other things wetMegan P.
U-Haul royally screwed us on these rentals. I booked two (2), read 2 trucks over a month in advance of the move date. This done via a phone call to U-Haul and a lengthy discussion with the CSR. There was no mention in this call that I "may" not get both trucks. A week before the move date I decided to check in with a human to ensure that all was well. Turns out, all was NOT well, as U-Haul had decided (without offering any notice) that I was only getting one truck. Had I not checked in, I "may" have gotten a notice of this EF-up the day before, and we would have been royally screwed with our move, as we needed two 26' trucks. No thanks to U-Haul, I had to jump through numerous hoops to secure another truck, which involved driving an additional 3hours prior to the move date. Very VERY disappointed and stressed by U-Hauls lack of customer support. You can look forward to hearing about this on social media soon, as U-Haul has caused us extreme stress over their lack of planning and customer support.Greg B.
Customer did not leave a comment.Paul B.
All good ...thank youRod T.
I had to put a security deposit and after the final bill I do not have my refund yet.Jamie K.
Customer did not leave a comment.manuel G.
I did the online sign in. It was way too slow ended up going into the store and it was way simpler and great service!jodene W.
Long wait time while worker was in the phone. Did not assist with unloading trailer. Refund by cheque?Emma S.
Was over charged and still waiting for outcome.Janet A.
When I called to book the truck, the guy was extremely friendly and very helpful. Unfortunately that was the only positive experience. On pick up date, the lady was late (common complaint I've seen). The truck was absolutely disgusting, extremely dirty. They obviously aren't cleaning the trucks but they are attempting to charge a "cleaning fee" Seems they have no problem charging for a service they arnt providing. They never did a inspection on the truck before I took it, they lady got the keys out of the drop box. They had no idea the state the truck was in before. The parking lot was so disorganized. They had trailers everywhere, wouldn't take much for a costumer to get injured. I guess that's viewed as acceptable. Will not return nor recommend.philippe S.
Customer did not leave a comment.perri S.
Have the truck available that you advertise. i asked for a ten foot and got a fifteen foot. I should have been charge for the ten foot rate because of your lack of trucks. The lady at the front desk was not very helpful. All she said was we are North American wide, in other words you business really doesn't matter.caroline B.
Only had the U-Haul booked for 6 hours (10am-4pm) and the lady showed up late to the location. She arrived at 10:20am. In addition, the mobile/smartphone truck pick up option (that we got switched to without our consent) was horrible and a struggle to get through.Brodie G.
It's winter. It's cold and the roads are icy. When I went to pick up the rental it was completely covered in snow and ice. I had to shovel out the back of the rental before I could even use it. The inside smelled like cigarette smoke and overall it was dirty. The windshield has a huge crack right through the middle which hampered my visibility. The tires felt like summer tires which provided no traction on the icy roads. I was sliding everywhere and kept getting stuck in a half an inch of snow. It will be a long time before I rent from uhaul again. I would rate this experience at zero stars if it was an option.Darren H.
Customer did not leave a comment.sacha C.
I was double charged for my rental and when I did the check out process, I selected to have a U-Haul representative call me to discuss being overcharged. It has been 2 weeks since I returned the truck and no one has called to discuss. I will be disputing the payment with my credit card company, because I did NOT authorize U-Haul to charge my card for the amount in the receipt. This has been a terrible U-Haul experience.Chester B.
First went to Brandon bus lines to get the trailer,the customer service and shop was not good. Told them to cancel it. Went to Discount Tire and delt with Sam there and he was awesome to say the least. Very good customer serviceTrevor W.
When I went to self check in, it took over an hour to get the authorization. I attempted to call the company as well and was put on hold for that long as well as the online chat took the same amount of time. Once I finally had the truck (which looked like it was in a trash yard with old cars that don't work) only to realize they also didn't leave the dolly. No dolly meant the guys had to lift which resulted in my stove being dropped and my washer falling during the stairs portion. I mentioned this to the lady. Instead of taking off the charges. She made it seem like giving me $20 discount was amazing. But I still got charged the $10 for the dolly and so I got about $8 discount for my trouves when my bill was over $150. I will not use their services again.Natasha D.
Friendly and helpful staff. Much appreciated.Ronald I.
Very un-organized, slow, cluttered and dirty location. Wrecked vehicles, tires and scrap all over the lot made it difficult to maneuver to get the trailer. The equipment I rented worked great and was in good condition, however one of the tire tie-down straps was frayed at the end so it was very difficult to feed through the ratchet. Was able to feed it through after 5 min of work and it secured the tire down as it should.BRODIE R.
install jack stands on trailer tongues!!!Cheryl G.
Trailer was good but didn't travel good in snow storm trailer was all over the roadLisa M.
They didn't ask if I wanted to Pay for the coverage! She just charged me without asking.lucia A.
A better stock of trailers would be imperative throughout Manitoba. Price for service was very high.Brad T.
Customer did not leave a comment.Chris G.
Make sure you can find the keysANDREW L.
Changed the return time because they had another booking but still had to pay for a full day.jeannie K.
Great service.ONYEBUCHI O.
Customer did not leave a comment.Paige L.
Would not recommend at all!! Refuse to get back to you regarding service. Our uhaul head light was burnt out as well.Tamara B.
Customer did not leave a comment.Nick H.
Extremely disappointed in the customer service.Joshua R.
Excellent location. Had equipment in good order. Outstanding serviceNick H.
The inside of the trailer was quite dirty/greasy - I don't know of that can be fixed given that it's a trailer. Certainly no reflection on the excellent service we received picking the trailer up.teresa S.
Despite an email below confirming my ability to pick up the truck at 0700, I could not. When I arrived and signed in, I was told that I had to wait until 1000 when the business opened. This made me three hours late for my commitment. This is completely unacceptable and caused me great inconvenience so I will make every effort to use other providers for my future vehicle needs. Truck was beyond filthy with grime and snack foods all over the cab.Michael P.
Customer did not leave a comment.Todd B.
Interior of truck was dirty , unkept. Box was fine- not swept but not that dirty. Waited 10-15min for service at desk.Reed M.
More than doubling the price in seven weeks to return to my initial location is truly unethical. Otherwise the experience was good.CARMEN L.
There was a lock applied to the trailer from a previous customer that was left on. I had to return to location to have the lock cut off. The pickup location was other wise very nice to deal with.scott L.
No instructions given for drop off or location.Karen W.
Customer did not leave a comment.MUHAMMAD F.
Customer did not leave a comment.Dale M.
I had problems with the truck stopped from rain, but twice and was 6 hours. Then 4 had to take a hotel to wait for truck to dry out! I should get something from the fact this was not me the storms.neil B.
Customer did not leave a comment.Darrin N.
Service was fine and friendly. Being a first time Uhaul user, it would've been helpful for a staff member to take any customer to the truck and go over a few of the features, inside & out, & offer some advise.ken B.
Customer did not leave a comment.bev K.
Weren't even open and didn't even call after dropping offrhiannon T.
Customer did not leave a comment.Norman N.