We looked to rent a U-Haul vehicle on Monday, March 30, 2026. We were in a town we are unfamiliar with so used Goggle Maps to find a U-Haul store. We went to the one posted at 1.5 Km away; no U-Haul seen; we then went to the next closest posted at 3.5 km away; no U-Haul seen; we then went to the next closest posted site at another 3.5 km away; a U-Haul truck on the property. We went into the 'office' and booked a trailer; we were given a Reservation number and informed we had to call the Scheduling phone number to arrange our pickup - this was just an office taking reservations with no trailers on site. We called the Scheduling number and could have obtained a trailer at 3:30 PM; we wanted one sooner than that; we were offered one 50 kms away; by the time we drove there and back to the store we had our furniture purchase at would have been closed; and also was informed we would have to return the trailer to the pickup site the same day; this was not possible. We then asked about a truck; after some discussion we were able to procure a 15 ft truck at 2:00 PM (about 1/2 hour from this time). This pick up location was another 5 kms or so away. We arrive at the appointed location; no one around; went to the house on the right; incorrect address; went to the house on the left; correct address; renter with no knowledge of the U-Haul activities (and has had many inquiries); found a phone number in a message from U-Haul; called that number. The person answering the call told me I need to download the U-Haul App to proceed. I did that; was unable to do anything as there was no where to enter my reservation number; just a message indicating there were no rentals available at that location. Called the number back; he entered in the required information and sent a link to upload the driver's license; not accepted on my phone as the name did not match the license; he sent another link to my husband's phone; uploaded the driver's license. Now, finally, given the lock combination to obtain the key for the truck. This took 1 1/2 hours for an event that we feel should have taken us 15 minutes maximum. We know this, as we have a full service U-Haul store about 4 blocks from our home. We live in Kamloops and were picking up in Chilliwack.
charleen p
Customer Reviews for ED Roadline Ltd
(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.
The virtual check in and check out are fails for me. I would have much preferred an in person, customer service experience. Doing all this on my phone took more time and was more confusing than if a real person had helped me.
Marcia M