Customer Reviews for Excelsior Supplies & Equipment
(U-Haul Neighborhood Dealer)

Rating:

5.0

Not much you can do, but the parking lot is brutal. Unless you can put back up cameras in the trucks, then do that!!!

Rating:

4.0

..

Rating:

2.0

I was charged for CDW and Safe Trip fee even though I opted out

Rating:

1.0

The night before at 9PM I received a text asking me to move my booking from 11-00 am to 4::00 pm . I told u haul that I couldn't as I had book movers and my elevator in my condo and I noy a 3 hours windows. U haul stated ‘ let me check if I can move others and I will get back to u if not check with me tomorrow' . When I arrived at 11 I was told that I would have to take a van instead of the truck as they were non available'. Keep in mind that I booked it over 2 weeks ago . Finally the nice lady behind the counter gave me a truck . Other clients were sent to north van … very poor client service ( beside the poor employee behind the counter) and very poor fleet management . Will never book at this location ever. Btw never got an apology by text the night before .

Rating:

1.0

After hours fee was not disclosed when discussed verbally and was a big surprise on the bill. I was charged for gas and had to send in my personal photos of the gas gauge to prove I put gas in. The mileage was also recorded incorrectly when I picked up the van.

Rating:

5.0

Keep the good work!

Rating:

1.0

After hours fee was not disclosed at the time of pick up. Rental truck was filthy. UHaul business operator did not accurately disclose the fuel tank level at the time of pick up.

Rating:

4.0

The person at the store had no idea about the truck or my booking. Just took my ID and said off you go. I had to read the T&C's to find out what is expected of me.

Rating:

4.0

The van was parked (wedged) between a wall and a big pick up. I had to get in by the passenger door and it was a bit tricky to park it there again after.

Rating:

5.0

Everything was quite simple but the store tried to take many different amounts. I used them before and it was one charge one time simple and quick.

Rating:

2.0

The manager was very rude upon return. Due to the adverse weather conditions, the rental got stuck overnight. The manager was unjustifiably angry about this fact. The younger guy I dealt with was very nice and accommodating. Hopefully, he will move on to a better work environment where he's appreciated.

Rating:

2.0

Agent did not inspect the vehicle with me nor reviewed the fuel or mileage on the odometer

Rating:

1.0

I was overcharged. I Have emailed proof to Co and so far no response. Really terrible that a company uses credit card to steal from its customers. Completely unimpressed. I will give it one more day to make it right or then I take action and put my reviews out. Tick tock

Rating:

3.0

I put 52 KM on the van and put $20.00 in gas. I was then charged $17.49 for fuel plus a $30.00 fuel surcharge. This means that the van would have used 20 litres of fuel for 52km. This puts consumption around 40 litres per 100k. I'd love an explanation.

Rating:

4.0

For new customer, misunderstanding is common. I asked how to deal with order extension when pick-up, and owner said just call him in advance. I did that phone call 30 mins prior return due for fee rate of 2 hours more or 4 hours, the owner told me your system could calculate automatically according to actual occupation period without worries. But calls or text came in later for asking me return quickly because 3 customers had been waiting for my truck and I'll be charged $75 more for overdue. What if one thousand customer are waiting? My experience of first trying U-haul is not good. When retuning, according to what owner said that just put the key in a hole on the door only. Actually, I have to logon portal to upload a lot of pictures. Fortunately, I met another guy returning too and followed the instruction. Procedure should highlight the key point to all customers especially for new fish.

Rating:

4.0

The van I rented worked well, but on the dashboard was a message saying Right Rear tire pressure low. Also, the rear left turn signal bulb was burned out. The servide I got from Alejandro upon arrival and when I returned the van was excellent and I will be happy to rent from U-Haul again in the future

Rating:

1.0

Rude customer service, dirty location, dirty truck & I was charged overly charged.

Rating:

5.0

Very straight forward service and convenient location. Thanks

Rating:

2.0

This location would be what i would call 'sketchy'. Strange little store selling gum and aspirin. The clerk worked off of his phone instead of a computer. The van was dirty and had graffii spray painted on it. There was damage on the van and the 'low tire pressure' light was on. It was, however, a convenient location.

Rating:

1.0

The person working didn't know anything about self check ins and when I went to return the vehicle he had closed his shop, posting a sign that said “Back in 10 minutes” I waited for 20 minutes and he never showed!

Rating:

2.0

The manager of the store was late more than 30 minutes, only arrived after several people waiting for their rentals called in to complain. A lady on the line said the same thing happened to her previously. After the store was open, their system was down and that made us only be able to get our rental truck 1h30 hours after the scheduled time. The clerk at the store recommended us to get a truck in North Van, only location with a vehicle available at that time. A couple on the line said they had to wait 2 hours the day before because of the same issue and had to come back on thursday to get their truck. The truck was held by silver tape and with loose wires inside, but clean. Unfortunately the store owners/managers showed an unbelievable lack of professionalism that delayed our move for hours and put stress on our entire schedule for the day.

Rating:

1.0

I had a very hard time to pick up the truck. I called at 2 PM I ask if they have a van or a truck they said yes I went at 2:45. It was miserable. I stay up at 4:15 until I pick up the car. If someone please from customer service give me a call at 604-805-8774.

Rating:

2.0

this whole process of booking / reserving a 10foot truck from Uhaul.com was absolutely full of frustration, poor / rude customer service, and the confirmed pick-up location NOT having the truck only to have me travel over 20km to the new pick up location. NOT A HAPPY CUSTOMER EXPERIENCE.

Rating:

4.0

Check the shocks on the truck I rented.

Rating:

3.0

Hard to find from front of location. Found it when looping back via the ally. Better uhal signage would be helpful

Rating:

5.0

Good and affordable

Rating:

2.0

I could not get a hold of anyone at the location to talk to, to ask questions. I wasn't able to rebook the truck for longer and in hurrying to get it back, I got a knee injury. I wasted so much time just trying to reach someone there to talk to them. I finally called the general number and they were able to help.

Rating:

1.0

Employee was 20 minutes late opening up. 4 customers waiting. No apology. Despite 5 electronic devices it took him forever to give me my van which was filthy inside and out. No windshield wash fluid so hard to see through in sun. Returned van next day at 10. No employee. 3 customers waiting. Awful service and substandard equipment.

Rating:

3.0

No key return lockbox was provided for after hours. Customer Service at 1-800 number was great and added a note to my file so there was evidence and acknowledgment that I could return the keys the next day at store opening.

Rating:

1.0

This franchisee is a disgrace to the U-HAUL brand. If I hadn't used U-HAUL many times before I went to Excelsior Supplies & Equipment, I would never NEVER come use U-HAUL again. I could tell you many ways that Excelsior made my U-HAUL experience frustrating and miserable. But I've wasted enough of my time dealing with them and the only way I'd consider spending more is if I received a credit to offset the inconvenience of returning at Excelsior. If you don't believe me, look at the host of other negative reviews that Excelsior has online. This branch is embarrassing you and I recommend that you either get them to clean up their act or drop them as an official U-HAUL outlet.

Rating:

1.0

The fuel charge for 14 miles was 15 litres. This is approx 3x what it should have been. I suspect the fuel gauge was tampered with.

Rating:

5.0

I was greeted by a very friendly U-haul personal and he had me on my way in 5 minutes. It is helpful to do the check-in before arriving to pick up the vehicle. The vehicle check over before driving and loading pics had a clitch so wasn't able to show previous damage pics. When returning the vehicle I did mention the online verification of condition of vehicle wasn't working and the young man noted this for me. Again drop off took under 5 minutes. Very happy with this location and the quick in and out.

Rating:

1.0

Completely disorganised. My booking was for 10am. I didn't even get into the truck until 1030. The male owner is borderline rude and aggressive.

Rating:

2.0

Location closes very early. Parking lot has few spots so I had a very hard time finding where to leave the truck. There's no actual, easily identifiable deposit box for the keys. Finally, downtown location is a mess with traffic jams.

Rating:

4.0

Very friendly staff.

Rating:

2.0

Poor customer service/failure to manage timeline/lack of professional This place must need punctuality

Rating:

5.0

The agent was very helpful and charismatic.

Rating:

2.0

I got the booked truck 45minutes later and I was forced to drop it 15 minutes earlier by the local scheduling office phone agent !!!! Also there was 2 extra doilies on the truck that I didn't booked but they charged but not the matrac cover that I asked!!!! I'm unsatisfied! Definitely won't recommend to anybody!

Rating:

3.0

I booked a truck online to pick up at 8:30 am and the location opened at 10. I was given the option to reschedule for 10 (which didn't suit my needs) or pick up the keys the night before. When I arrived, I was told I had to pay for overnight parking in their lot, which added $74 to my $48 rental.

Rating:

2.0

The location is fine but the personnel were less than professional. Hole in the wall shop that was barely a Uhaul location. Felt like we were not in the right place Would not pick up from here again!

Rating:

1.0

Not impressed with this location and it makes me wonder if I would use U-Haul again. I was impressed with the cargo van and the online experience was good. The experience at the location was terrible. 1. Location opened late, only by about 5 minutes but still late 2. The agent took a long time to verify my details, even though I think I submitted my licence etc details online in advance 3. The agent asked for my emergency contact person's driver's licence. Why did they need this just for a contact? They were not listed as a driver 4. I had booked a dolly and had to grab this as the agent took me to my rental vehicle. When showing me the vehicle he noticed that there was already a dolly in there. He was not happy that he would have to take the dolly back inside and seemed to imply he wanted me to do that 5. The agent asked that when returning the vehicle I not park where I collected it from but park in bays in another section of the parkade. The agent was vague about where specifically to park and the bays were not marked for U-Haul parking 6. When returning the vehicle the agent happened to be outside with another customer. I waited for him to finish and approached him but he told me he would be back in 10 minutes (I guess he was going on a break). I had parked where I had collected the vehicle as the area he had indicated was full and the bays in the other section of that area were tight and I was not confident of parking the van in those bays. 7. An over-sized delivery vehicle then parked in the parkade so I had to wait for it to unload before I could access the parkade. I then had to park in the spot he told me to. Not fun to be stuck outside for 10 minutes in the heat  8. I went back to the agent's office and had to wait for him to finish with a customer 9. When finished with that customer he did not acknowledge me. I had to offer to return the dolly to the dolly rack and then gave the keys back and he said nothing and I'm like "is that all I have to do" and I got barely more than a grunt out of him. No thank you, did you lock the car, were there any issues with the vehicle, thank you for renting from u-haul etc etc etc This location needs to improve their standards or they don't deserve their agency.

Rating:

3.0

Ours was a spur of the moment rental to clear a wedding event. The problem I had was returning the truck after hours. I could not find a parking stall in the very small lot as it is also a paid parking lot. Very frustrating to wedge the truck in across the other UHaul vehicles, and not block in the cars parked there.

Rating:

2.0

Online booking system is terrible. None of the links worked and was unable to look up rental confirmation number in system. Was told that the system is old and I would just have to trust that the rental was confirmed.

Rating:

1.0

Very Loud and distracting music inside the store played on the agent's mobile phone. He also appeared late to open the store.

Rating:

5.0

All good! Easy and user-friendly, helpful staff.

Rating:

5.0

Efficient for my short trip. Thanks for making it seamless.

Rating:

5.0

Very satisfied with friendly service

Rating:

1.0

My u haul experience was very poor. Got my U-Haul 30 minutes late. The cab was dirty , things were left in the back. I was driving in the rain and the windshield wipers stopped working . Would very much appreciate a discount on my trip , very bad experience

Rating:

2.0

When transferring a booking to this location due any issues in other branches they should keep the same settings. We were charged for the insurance which we never required in our original booking and since we were in rush due to the issue the other branch made for us we did not read the contract.

Rating:

3.0

Van had graffiti on 3 sides and was dirty. Hard to see any defects on a dirty van. I had to sweep the back out. Your online process ask me to verify the condition of the exterior of the van with archived photos. The photos were pre-graffiti so you were asking me to verify with old pictures. Nobody ever told me that my package included upto 999kms of driving. Other than that the Van worked but was a little embarrassing arriving to deliver a table at a clients house.

Rating:

5.0

Great service - simple and easy. Outdoor parking area which is easy to get in and out of.

Rating:

5.0

Everything was great! And both guys were super friendly and kind. Totally recommend this brunch

Rating:

5.0

Brian rules!

Rating:

1.0

Ridiculous that you allow bookings from 8.30 for a location that doesn't open until 10. In addition we were charged a fuel surcharge even though we refilled the tank. Awful experience, I would not use you again.

Rating:

5.0

Great location - easy pick up and delivery spot!

Rating:

5.0

Nothing. Staff were friendly and very helpful.

Rating:

4.0

Only criticism is that we were told to collect at a different location (Hornby Street) as our original location (Davie Street) did not have a vehicle available. Arrived at Hornby St after walking there in the rain, to be told there was no record of our booking. I called u-haul and was told it was a Davie St collection after all, so another long walk in the rain. Not impressed when this could have lol been avoided with an email update before collection day. Asides from that all was good. Representative at Davie St was very polite, professional, and helpful.

Rating:

1.0

Hi there, I was charged for CDW which I didn't booked online also I was charged more than what I should. I send a message and Request the refund but nobody answered and did not take any actions. I am still waiting for my refund. Thank you

Rating:

5.0

It was the 2nd time at this station and it was a pleasure again. Thanks!

Rating:

5.0

N/a everything was fine.