My reservation/drop off location was changed and I was overcharged by $301. After time on the phone and with the help of the Kamloops office, this was straightened out. It was all unnecessary. I’m not 100% sure who was at fault but it all seemed to start on Davie Street.
Patrick Richardson
Customer Reviews for Excelsior Supplies & Equipment
(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.
very convenient service and professional staff, as for the truck it was perfect finished my move with ease, will rent from them if needed again
Mehrad AladariThe cargo we rented was not clean inside. Actually it was filthy. The odometer was indicating 7.104km when I took the cargo (I have a photo of that), but my final receipt came as the initial odometer 7.092km, or in other words I was charged for 12Km that I didn't drive.
Andre Da Silvagreat location, the store is not only uhaul but they do multiple other things as well, I have rented 3 times from these people and had no issues at all, I would recommend this location because I have booked at other locations and they dont have the truck available but the people working on Davie St always have some truck available for me if not the same size, PS parking in downtown is hard to find but they make it work by using street legal parking which works for me because its no far from the store
SEYED MAHDAVIANHad to walk over two blocks to find the truck all the time pulling a commercial dolly in hand. Arrived at the truck after 10 minutes to find the truck parked from last night with a parking ticket and the back of the truck full of trash. Notified the officer about the issue they said take pictures of the trash,parking ticket,the gas level and mileage too. No one did a walk around the vehicle to inspect for damage from the night before that was parked on the street. Very strange procedure. Then dropping off the truck the next day at 1015am store is closed and nobody there. Store sells drug paraphernalia pipes,vapes etc. Lots of druggies hanging around the place my wife and kids and I felt unsafe and will never return to that location. Thank you Ray Roach rayroach0925@gmail.com
Ray RoachI had a reservation at 10:30 and the employee didn’t arrive until 11:00 and didn’t seem to have any remorse. He didn’t explain where to pick up the truck until I asked and also didn’t tell me where to drop off clearly. He didn’t seem to care much in general. It was a poor interaction and would not recommend this location to anyone.
Carlo AtienzaYou charge for a cleaning fee when the truck was returned clean.
Christian AriasI had a terrible experience with U-Haul. Moving day is stressful as is, and when I arrived to pick up my cargo van from my initial reservation location on W 1st, no one was there. I called the phone number available online and was informed that he location had been broken into last night and all the keys stolen so there was no van available for me to rent. It was suggested I hurry to the Davie location to secure a new cargo van. I had made my reservation weeks ago, so I requested that a new van be secured for me as I needed for that morning. When I arrived at the Davie location, it was very unclear as to what was going on. I had also included a half dozen furniture pads, for $10, in my reservation but was charged $27. How is it permitted that the pricing can be different? There was no mention of it online. Customer service was apathetic and unhelpful. Next time I need to move, I will do my utmost best to use a company other than U-Haul. Truly a bad experience.
Susanna AllenThis location gave me no information about where my truck was, what the license plate number was and I had to find it on my own. This location is also half vape store half U-Haul. Very strange and unfriendly experience.
Paulina Davisthe truck over all was in solid working order. The back did have some dirt and what looked like blood splatter on the walls. This booking i was charged $20 cleaning fee. I did not add a mess to the vehicle and self returned online. I know after hours drop not handling return will be charged as "cleaning fee" But neither are applicable however I was still charged. Otherwise the rental was good.
TODD WAUTIERI will not use uhaul any time soon. This location is the worst uhaul location. There were all these hidden fees that were never mentioned. I have used uhaul many times in the past but not again, moving forward. A poor google review will be published.
jason furtadono any information about gas consumption, and charge was expensive, other than that the services is fully recommendable.
Emil HenriquezUsed it twice in the last 2 months and it went perfectly!
Yves BrodeurHi, The truck was very dirty when I collected it. After I returned it I was charged a cleaning fee for the dirt. This seems like you are just trying to get more morning from me. I will most likely use a different company in the future. I have already contacted customer service who is looking into it for me. Thanks, Danny
Danny GreenanVery dirty parking and socially awkward staff who barely speak English.
Kara AbdolmalekiI booked the truck for 1030 got there right at 1030 and no one arrived to open this location until 1115 and at this point there was several people waiting. He didn’t take any information from me simply handed me the keys and told me to text a number with my name. Since I was already behind schedule as I had booked my elevator and other moving arrangements before I had to work in the evening, we had to rush hence barely took even 2.5 hours to move. When I came to return the truck there was again no one there so I couldn’t confirm pricing or procedures whatsoever. There was also a couple waiting to pick up their truck and were very upset as they were behind schedule again due to no one being at the location. I then was charged an amount that I have no idea if it was accurate or how it was came to as I wasn’t able to even confirm this with an agent. I wasn’t compensated whatsoever and even when I called in the morning I was left on hold or told to “be patient” as the store opens at 11. Even though I was told several times I could pick up at 1030 when the store opens. I will never use this location again as it was a horrible moving experience on top of bad customer service.
Claire WhaleIt is so hard to get in contact with anyone. I also tried using the live chat and the person ended the chat when I was trying to get assistance.
TAYA SEATONWindow and inside floor was dirty. Got charged for a parking ticket when the “no uhaul” in sharpie was written on the sign (probably was so they could make extra money?) followed the parking instructions posted as “park in reserved 24/7”. Cost me 370 dollars by the end of it (with gas) when I could’ve hired movers to do everything 600. I’d pay the extra 230 anyday of the week to not waste 10 hours of my time to get overcharged.
Jordan WillisI recieved cleaning fee for 90$. When the weather was sunny. The phone service wasn't able to explain what was wrong. The had some guesses about what could be wrong. So the service just changed extra 90$ for something what they could even explain
Anton SavienkoNo dolly no blankets booked truck 1030, arrived at 1115.. tried calling location but unresponsive, so I rented for four hours but was made to pay extra. Back lane where pick up is- is filthy with garbage no homeless tents.. just could use improvement
Pamela MasikBeware this is a money grab business! The location charged extra for parking after dropping of rental. Telling me it would be refunded back and it was part of the agreement. I also was charged twice the amount of the final bill. Tried to contact u-haul with no response for refund. Look for a rental elts where this company is a scam and will take advantage. The uHaul 1-800 number has this same info and still hasn’t reimbursed me. I’ve called and emailed with no response.
SILVANA AVIGNONIThey wanted to charge us extra for everything, including "just in case" the parking spot for return was taken. When we returned the truck, the business wasn't locked and there was trash and garbage strewn all over the back door. During pick up, the business wasn't open (despite being listed as open) and we had to wait for someone to arrive. It was sketchy and weird. Would not recommend.
Lana LepperWas told I needed to pay for parking, when returning the vehicle. I would absolutely never rent from here again
CHRISTOPHER CASHENThe hours posted don't match the actual hours open, bad cleaning, bad service, poor communication about how it works
Guillermo GonzalezThis was the worst experience I have ever had with a rental company or any company in general. I will describe what happened. I reserved my uhaul for 11:00am. I arrived around 12:15 to pick up the truck. This was a 15 foot truck. When I got there the truck was not ready. The previous customer left a lock locked on the back of the truck at the latch, which prevented the latch from closing. Before I was aware of this, I was waiting to get my truck because the employee was selling vape products to customers who walked in 10-15 minutes after me. He jokingly said there is a big problem and asked if I need it right away. I said yes, I have my elevator reserved for 1-4pm. The employee asked if I needed to lock the uhaul while I had it, I said of course (I was shocked by this question). He then tried to cut off the lock with jig saw but failed. 15 minutes went by and he tried to cut off the lock with a circular saw, and failed again. He told me I should take the uhaul to my residence and road side assistance would come cut the lock off. I didn't want to drive with the latch not secured, so I asked for tape to tape it down for now. I did this because I was already behind time. I got to my apartment at around 1:30pm. While driving I noticed the DISGUSTING state of the cab of the truck. There was a chewing tobacco can in the cupholder sitting in a brown liquid. There was a piece of chewing tobacco on the dashboard. There was liquid in all the cups. The ground was covered in dirt. When I got to my apartment I opened the back and went inside. The back of the truck also was filthy - definitely not cleaned out. There was dirt everywhere, especially near the walls and corners. Not long after this I received a call from road side assistance. I told the person on the phone that I needed the lock cut off. She told me that is not something they do, and I would have to go buy bolt cutters and cut it off myself. She said I should go to home depot or something and Uhaul will reimburse me. I called the store that I rented it from and asked him to come clean the truck and cut the lock off as I was already behind schedule (this was about 2:15). He said he wouldn't come and that it was Uhaul's issue now. He asked me if I had a broom and told me I could sweep the back myself. I told him I didn't have a broom and that I did not want to put my furniture (especially mattresses) on the dirty floor of the truck. He told me that it is not his problem and Uhaul was liable for any damages. I let him know if my furniture or mattresses were damaged I would be suing him for damages and he said Uhaul was liable. I decided to buy mattress covers and a broom and saved the receipt for reimbursement. I had to send my roommate to go buy stuff from Home Depot while I stayed with the truck because the back wouldn't lock. My roommate returned and I struggled to cut the lock off. It took all of my strength and using my body to push up while I used two hand to push down on the bolt cutters. I took a video to show how difficult this was and how a person of lesser strength would have had no hope. I finally had the lock cut off, the back swept and the uhaul ready for my use around 2:50pm, nearly 2 hours after I planned to start moving stuff in my reserved elevator. I was only able to get half of my apartment moved out in the remaining 1 hour 10 minutes. I had to stop at 4:00pm or be charged $50 late fee by the condo strata. The next morning at around 10:30 the employee of the store called and asked if I was bringing the uhaul back soon. I told him I had a 24 hour reservation and I didn't get access until 2:50pm. I said I will need it another day as I was not able to use it for when I reserved it. He said it will be a $50 late fee, which I said I will not be paying and I will be seeking a full refund. He said Uhaul will be the one responsible for any refund, and not the store. I mentioned the refund on the phone to a Uhaul representative as well. I am now in the process of trying to get reimbursed. The regional manager - someone named Jordan from the Metro Vancouver Centre - texted me about the uhaul. I have texted this person twice about arranging a phone call to discuss and he has not replied. I feel as though this may be going to small claims court and I will have to pursue costs for my time and damages for my inconvenience.
Jacob HadleyWhen we arrived at the location, it was closed with a letter of closure by the government. 10 minutes later, we were on the phone with U-Haul and a person opened the door. They gave us the keys and sent us to look for the vehicle. Our rental was for 3 p.m., we ended up having the truck by 3:30 pm. When I see my receipt I see a charge of $55. I was expecting something around 35, there is a charge of $16 that I do not understand, but I haven't tried contacting customer service for that. The truck smelled very bad and it was hard to drive, a very old vehicle.
Aleydis Del ToroLocation was closed when we arrived. Other people waiting too, had to call the business number listed to get confirmation that operator was on his way in. Operator didn't provide much information about check-in. Truck cab smelled like marijuana. When we arrived back for check-out, location was closed (despite being within the posted hours) and there had been no instruction on how to return or check-out.
Katharine OlsonFriendly staff
Ivan GonzalezDrop off went without an issue.
Shane RothwellI was charged for fuel service but even tho I return the same level I rented
Jakub Noglygreat staff, it looks like it gets very busy at the end of the month but the staff tries to help everyone as much as they could
matthew lundMechanically speaking the truck was 10/10. The cargo compartment was very dusty, it seemed that landscapers rented it before me
Edgardo Ocampo FloresA+
Matt JohnsonbergThe rear left signal was not working and was not made aware, this is unacceptable and could have caused an accident.
Salestemele Perverseffterrible experience, van was not washed, blankets were not washed or folded, dead mouse found in blankets....and the funny thing is the city of Vancouver health department had put an advisory notice on their window that they are banned from selling food.... anyhow the experience gets better, we return the van, they refuse to come out and look inside the van, check mileage or count any of the returned blankets.... hummmm why...we demanded they do it now, as we suspected we were about to get over charged if we just left..... they would not do it, said they had to submit the documents to head office takes hours before they could finalize the rental hahahaha..... so I stood there called uhaul main number, told them to write all these notes beside my rental, that truck was clean, all blankets returned etc.....and they refused to check it out, gal on the phone at uhaul said no worries docceumeneted it all...........funny thing lol...1 hour later we get the final bill......guess what......yup your right $50 cleaning charge hahahaha...... we used it for 4 hours, have a video and pictures of the truck when i left ...it was not washed or vaccumed out .... anyhow WE REFUSE to pay these scammers, and if this charge is not removed, we will take you guys to small claims court for a refund.....only costs me $25 to file a court case, and you will be responsible for all my legal costs.....I will do this as a matter of principal! also these guys should NOT be a licensed dealer they are are joke! This is not over with this review.......my money back or I will see you guys in court
Richard NewbattClose this branch!
Asghar AmaniDashlejeh- 3rd Party vendor, staff were helpful enough, but did what they had to do to complete transaction, nothing more. Store was a dump with vapes and several other items for sale, but the location worked so didn't matter in the end. Just don't think these vendors keep the U-Haul brand in high regard.
James Howeyfriendly guy at the location, helped me get another truck when my vehicle broke down
esmaeel akhlaghigood service, helped me get a truck when other locations just kept transferring my reservation to other locations
Akanshi GuptaCharged customer additional fuel charge for no reasons whatsoever, even though I have taken photos of the fuel gauge prior to taking the vehicle and after dropping off. I was told that I would receive an invoice within 1 hour of the drop off, and I received nothing but the additional surcharge.
HAORAN GONGthe location was very easy to find and they had all size trucks available, friendly staff, would recommend
Imed Farhat$60 cleaning fee for no clean up required trip. Only moved 2 couches. Guy was late sat on stairs waiting for him for1/2 hr.
paul fazzariCharged me for fuel even though I filled it up to the level I received it at. I also had my reservation moved to a much farther location an hour before I was meant to pick it up. Would never do this again.
Gael Hernandez PalmerCharge the fair amount to the customers
Jairo ZaragozaClose this location
Damian AzeroualLocation charged a $50 “cleaning fee” for being late. This is unacceptable, no one said there would be a late fee for late returns and it’s not our problem the store double booked the truck. We will not be renting from this location ever again. Also the people that work there are very sketchy, it’s a vape shop / truck rental, very suspicious…
Kristin RichardGood guys, very friendly and helpful.
James RavenI got a pre charge of $365.84 because the front desk place an absurd amount of miles randomly, 200 miles without even asking me anything, or even telling me this number. That charge made my credit card go over the limit and I had to call the bank to understand why that happened. Second, the store closed before the time displayed on both their door and the website, at 6:10pm I went there to return my keys and the store was already closed. The "mail box" that we are supposed to drop the keys in does not exist at all, there is a small hole at the door and you got to guess to drop it there right, because again, the front desk never told me anything. No signage, nothing. Took me 15 minutes going back and forth from the front door to the back door to find it./ Really bad experience. Will not rent there again.
Guilherme Campos Christo diasExcellent customer services ....10/10
Fernando SilvaJust a scam they try to steal money. I had a cleaning fee of 86 dollars but everything was clean. I will never recommend this location at all. They have to change or close business. Worst experience in my life. I will fill multiple complaints. They should stop
Jonas ThalamasThe location was closed at the hour I was told I could pick up the vehicle (“anytime after noon”) and the proprietor took 45 minutes to respond and arrive.
Richard LittlemoreThis truck requires some maintenance. The windshield was not clean. It has some bird droppings on it. The wiper blade on the passenger side is missing and the wiper on the driver side is secured with a plastic piece. Service was average. However, I would recommend this location to a friend.
Khim LeeThe store was messy. Had to climb over blankets on the floor to get to the back and grab the dolly. Tidy up the store.
Isabel SanchezI had booked for pickup at the marine drive U-Haul location. I arrived there at my booking time and was informed my booking had been moved to the Davie street location. I am giving 5 stars to the staff at the Davie location as they were great, but Uhaul as a company has some serious work to do to earn my trust again. I was never informed of the changes by phone or email and this mix-up cost me valuable time on an already tightly scheduled moving day.
Erik LarsonThe store operator was late in arriving, and then very casual and rude to other customers whom had booked additional materials, and on his phone when serving. The Vehicle had rubbish inside it.
Oliver CrabtreeIs no clear the fee, I think I have double fee
Leonel DiazBetter customer service and not fool people for extra charges (they charged me of $18 fuel for 8 mile of use and added unwanted fees)
manan pBooked for 10am. Staff did not show up to open store till 10:40 am. Said I could return 30 minutes later. So what. I had 3 other people waiting. I had an elevator booked for a 2 hour window. We went late , which further inconvenienced other people. Incredibly rude to do this to a customer . I won't be using this location again.
Mark AntonichLoved the service, quick and easy, they even have snacks to grab n go on the trip, would book again from them.
Stepan SorokaEducate your employees on proper procedures. I am still waiting 48 hours now for my deposit to be returned. Was told I would get my deposit back when the vehicle was returned.
Amber Gorgichuk